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User Guide

This document outlines the steps needed to onboard a new customer. The process leading up to an onboarding can be found here: Onboarding Workflow

Technical Context

For a deeper understanding of the underlying architecture, services, and deployment processes mentioned in this guide, please refer to the Developer Guide.

Step 1: Information gathering​

Gather the required information from the customer to create a new account. The information required varies by platform integration type.

tip

For detailed platform-specific requirements and setup instructions, see the Platform Integrations User Guide.

General Information (All Platforms)​

  • Platform Selection: Which CX platform is the customer using?
    • Genesys Cloud
    • Genesys WDE
    • RingCentral / Dimelo
    • Salesforce Chat
    • Salesforce Email
    • LivePerson / LiveEngage
    • Tracebuzz (via Parley)
    • Dialogue Cloud (via AnywhereNow)
    • Custom integration
  • Platform URL: What is the URL where the platform runs?
  • Account Code: Preferred account code for URLs (e.g., customer-name for customer-name.deepdesk.com)

Platform-Specific Requirements​

Select the platform to see specific requirements:

Genesys Cloud

Integration Type: Native widget with frontend ingestion

Required Information:

  • Authentication: OAuth2 SSO via Genesys Cloud
    • Genesys Cloud Organization ID
    • OAuth Client ID (to be created in Genesys)
    • OAuth Client Secret (to be created in Genesys)
    • Redirect URI: https://[account-code].deepdesk.com/platform/sso
  • API Access:
    • API credentials for platform API connectivity
    • Required scopes for user info retrieval

See: Platform Integrations User Guide for detailed setup.

Genesys WDE

Integration Type: Desktop integration with frontend ingestion

Required Information:

  • Authentication: API Key
    • Deepdesk will provide widget URL with embedded API key
  • Platform Configuration:
    • Workspace Desktop Edition version
    • Deployment method (desktop app or web access)

See: Platform Integrations User Guide for detailed setup.

RingCentral / Dimelo

Integration Type: Native widget with webhook ingestion

Required Information:

  • Authentication: OAuth2 SSO via RingCentral
    • RingCentral Application Client ID
    • RingCentral Application Client Secret
    • Redirect URI: https://[account-code].deepdesk.com/platform/sso
  • Webhook Configuration:
    • Webhook URL will be provided by Deepdesk after account creation
    • Webhook secret/verification token
  • API Access:
    • API credentials (token or username/password)
    • Required permissions for conversation data retrieval

See: Platform Integrations User Guide for detailed setup.

Salesforce Chat

Integration Type: Native Lightning component with frontend ingestion

Required Information:

  • Authentication: API Key
    • Deepdesk will provide Lightning component with embedded API key
  • Salesforce Configuration:
    • Salesforce Org ID
    • Lightning Experience enabled
    • Service Cloud Chat enabled

See: Platform Integrations User Guide for detailed setup.

Salesforce Email

Integration Type: Native Lightning component with frontend ingestion

Required Information:

  • Authentication: API Key
    • Deepdesk will provide Lightning component with embedded API key
  • Salesforce Configuration:
    • Salesforce Org ID
    • Lightning Experience enabled
    • Email-to-Case enabled

See: Platform Integrations User Guide for detailed setup.

LivePerson / LiveEngage

Integration Type: Chrome extension with iframe widget and frontend ingestion

Required Information:

  • Authentication: API Key
    • Deepdesk will provide widget URL with embedded API key
  • Platform Configuration:
    • LivePerson account number
    • Iframe widget URL (to be configured in LivePerson)
    • Supported browsers (Chrome, Edge)
  • Setup Components:
    • Chrome Extension: Provides chat input field augmentation (tab autocompletion, inline suggestions)
    • Iframe Widget: Deepdesk widget URL configured in LivePerson platform for additional UI features

See: Platform Integrations User Guide for detailed setup.

Tracebuzz (via Parley)

Integration Type: Partner-managed via Deepdesk SDK

Required Information:

  • Authentication: Custom shared secret
    • Shared secret will be coordinated between Deepdesk and Parley
  • Partner Coordination:
    • Contact at Parley for integration coordination
    • Tracebuzz account details

See: Platform Integrations User Guide for detailed setup.

Dialogue Cloud (via AnywhereNow)

Integration Type: Partner-managed with webhook ingestion

Required Information:

  • Authentication: Azure Entra (Azure AD) SSO
    • Tenant/Directory ID
    • Application/Client ID
    • Application/Client Secret
    • Redirect URI: https://[account-code].deepdesk.com/platform/sso
  • Webhook Configuration:
    • Webhook URL will be provided by Deepdesk after account creation
    • Webhook secret/verification token
  • Partner Coordination:
    • Contact at AnywhereNow for integration coordination
    • Dialogue Cloud account details

See: Platform Integrations User Guide for detailed setup.

Custom Platform

Integration Type: DeepdeskSDK custom integration

Required Information:

  • Authentication (choose one):
    • Passwordless (Magic Link): No configuration required
    • SSO (OAuth2/OIDC):
      • Identity Provider details
      • Client ID
      • Client Secret
      • Authorization URL
      • Token URL
      • Scopes (typically 'email' and 'openid')
      • Redirect URI: https://[account-code].deepdesk.com/platform/sso
    • API Key: Deepdesk will provide API key
  • Data Ingestion (choose one):
    • Frontend ingestion: No additional configuration
    • Webhook ingestion:
      • Webhook URL will be provided by Deepdesk after account creation
      • Webhook secret/verification token
  • Platform Details:
    • Platform name and version
    • Integration architecture overview
    • Technical contact information

See: Platform Integrations User Guide and Developer Guide for detailed setup.

SSO Configuration Email Template​

When requesting OAuth2/SSO information from customers, use this template:

Subject: Single Sign-On (SSO) Configuration for Deepdesk

Hi [Customer Name],

As discussed, we're setting up Single Sign-On (SSO) for your Deepdesk integration
to provide seamless authentication for your agents.

We need the following information to configure OAuth2/OpenID Connect (OIDC):

1. Which identity provider are you using? (e.g., Microsoft Entra/Azure AD, Okta,
   Google Workspace, [Platform Name])
2. Does it support OpenID Connect (OIDC)?
3. Directory/Tenant ID (if applicable)
4. Application/Client ID
5. Application/Client Secret

You will need our redirect URI: https://[account-code].deepdesk.com/platform/sso

We will use OpenID Connect (OIDC) with the 'email' and 'openid' scopes to read
the necessary user information.

Please let us know if you have any questions.

Best regards,
[Your Name]

Step 2: Create an onboarding request and deploy​

Now that we have all the required information, we're ready to actually onboard the account.

  • Navigate to https://onboarding.deepdesk.com and log in
  • Go to 'Onboarding' → 'Onboarding Requests'
  • Click 'Add onboarding request' in the top-right corner
  • Fill out the form with the information gathered in step 1 and click 'Save'

The request has now been created. The request in itself does nothing, it needs to be 'started' to actually trigger any changes. Here's how:

  • Go to 'Onboarding' → 'Onboarding Requests'
  • Select the request you just created
  • Choose 'Onboard accounts' from the dropdown at the top of the list
  • Click 'Go'

This will start the actual deployment. You'll see some monitoring alerts during the deployment while admin/studio are being deployed and new monitoring checks are being deployed. Once these alerts resolve, everything should be OK. You should now be able to login to <account>-admin.deepdesk.com (or <account>-admin.staging.deepdesk.com) using the SSO option.

note

Clicking 'Go' triggers the Deployment Sequence, where Cloud Build provisions the account infrastructure on GKE.

Step 3: Configure the account​

In step 2 we created a new account with one profile called "default". As much configuration as possible has been done by the onboarding app, but some settings will still need to be configured by hand in the Admin Service:

  • The profile "Name" field (it's "default" now, which is not nice)
  • The services that need to be active on the account/profile (search, knowledge assist, trigger engine, gpt, etc.)
  • For now leave "Recommend text suggestions:" and "Autocomplete with text suggestions:" disabled, as there are no models yet
  • Make sure every profile has an "Active config version:". If there's more than one profile, be sure to fill the "Tags" config in the Profile settings.
  • Create a new Platform Config with the platform that is used by this account, and make it active platform in Account. The account url field in Platform Config is a mandatory field.
  • Choose whether to enable the Anonymizer

Once this has all been done, it's time to finish up the deployment of services:

  • Under Accounts, select the account (there's always only one)
  • In the drop-down select "Provision selected accounts"
  • Click "go"

This will start to deploy the account-specific infrastructure and all profiles (it will deploy engine, elastic indexes, keys, monitoring checks, etc.). Once this is done do this:

  • Under Accounts, select the account (there's always only one)
  • In the drop-down select "Deploy selected accounts"
  • Click "go"

This will create a new account configuration in the "deepdesk-config" bucket and git repository and trigger FluxCD to (re)deploy all services with the new configuration. After this you should be able to login

Step 4: (Optional) Import data​

Now it's time to import existing conversation data from the customer platform into deepdesk, so we can train a proper model. This step can be skipped if the customer only uses personal collections during the initial trial. During the trial this will gather enough data to train a model later on. Importing data beforehand is still preferred though.

This step usually requires the creation of a custom import tool. The goal of the tool is to:

  • Clean up the source data (encoding, spaces, weird characters, formatting, tags, links, etc.)
  • Map the fields in the import to the fields required by Deepdesk
  • Remove 'noise' like bot-generated messages or system messages
  • Split it up into conversations with messages attached to them
  • Post the conversations to the backend conversations and messages API's

The backend will then anonymize the conversation and store it in the proper places (BigQuery and the backend database). For a few example importers, see GitHub

Once the data is in BigQuery, we can start the initial trainings of a text, url and optionally a GPT2 model:

  • Log in to Admin (account-admin.deepdesk.com)
  • Select Dashboard → Profile content types
  • Select the profile you want to train for
  • Select "Train" from the dropdown at the top
  • Click "Go"

Repeat the steps above for every profile. For a URL and GPT2 model, the steps are the same, except this can be found under:

  • Dashboard → Profile Configs

This will trigger a training in Kubeflow. You can watch progress in the #pipeline-notifications channel in Slack. Once the trainings are complete, a new set of around 1500 suggestions will be uploaded to admin/studio for the customer to review. Make sure to review it yourself first, the first training usually surfaces some issues with the imported data.

Step 5: Set up data ingestion​

Now that the account is all set up, you should be able to login to "Studio" via <account>.deepdesk.com (check this!). If not, re-run the actions in Step 3.

It's time to connect the customer system to the Deepdesk account. The data ingestion method depends on the platform integration type:

Data Ingestion Methods​

  • Frontend Ingestion (Genesys Cloud, Genesys WDE, Salesforce, LivePerson): No further configuration needed - the widget captures data directly from the browser
  • Webhook Ingestion (RingCentral/Dimelo, Dialogue Cloud): Configure webhook in Admin and share webhook URL + secret with the customer
    • Authentication options:
      • JWT with signing secret (preferred)
      • Static key (fallback option)
Important

Ensure that profiles and tags have been set up properly before activating the webhook!

For platform-specific data ingestion setup instructions, see:

Step 6: Configure single sign-on​

By default, customer agents can login with a 'magic link' or by using pre-provisioned username/password credentials. To provide a more seamless experience, configure Single Sign-On (SSO) for automatic authentication.

Supported SSO Methods​

  • OAuth2 / OpenID Connect (OIDC): Microsoft Entra (Azure AD), Okta, Google Workspace
  • Platform-Specific OAuth2: Genesys Cloud, RingCentral
  • SAML 2.0: Enterprise identity providers

SSO configuration requires setup on both the customer and Deepdesk sides. For detailed authentication setup instructions, see: