Getting Started

Everything a new AdaptCX tenant needs to do before the first bot goes live. Runs from your first login through the point where a builder can actually design a conversation.

Signing in the first time

Your organization gets four URLs — one per portal:

• Tenant Admin Portal — admin.<your-org>.adaptcx.ai
  Users, roles, integrations, billing, branding. Where the tenant admin lives day-to-day.
• Operations Portal — operations.<your-org>.adaptcx.ai
  Bot Studio: flow builder, knowledge bases, tools, tests, analytics.
• Agent Desktop — app.<your-org>.adaptcx.ai
  Where agents handle chat, voice, and supervised conversations.
• Widget — widget.<your-org>.adaptcx.ai
  The customer-facing chat widget you embed on your site. End-users never see the other portals.

Your AdaptCX onboarding contact provisions the first super_admin account for your tenant. That account logs into the Tenant Admin Portal and creates everyone else. See Users & Roles for the role model.

MFA

MFA is enabled on every account by default. On your first login you'll be prompted to enroll a TOTP authenticator (Google Authenticator, 1Password, Authy — any TOTP-compatible app). Recovery codes are generated at enrollment — save them somewhere durable. Losing both the TOTP device and the recovery codes means asking a super_admin to reset your account.

SSO

If your organization uses Azure AD, Okta, Google Workspace, or another OIDC provider, wire it up in Tenant Admin → SSO before inviting users. See SSO configuration for the walkthrough. Once SSO is enabled, users you invite by email get an SSO-only account — password login is disabled for those accounts.

First-login checklist

Do these in order. Each is a link to the doc that walks you through it.

1. Invite your team — Users & Roles. Add tenant admins, builders, agents, supervisors. Role definitions ship with the tenant; you assign them per user.
2. Configure branding — Branding. Upload your logo, set widget colors, add your privacy policy URL. This shapes what your end-users see.
3. Add at least one AI model integration — Integrations · AI Models. Add API keys for Anthropic Claude, OpenAI, or Google Vertex AI. Without at least one model, the LLM Response node in the flow builder can't function.
4. Choose your default AI model — same page. The default is used when a flow node doesn't override it. You can mix models per node (a fast cheap one for classification, a stronger one for the primary response).
5. Set up your first knowledge base (optional but recommended) — Knowledge Bases. Upload FAQs, product docs, policy manuals. Connect SharePoint / Google Drive / S3 if you want automatic sync.
6. Configure CCaaS handoff (if you use a contact center) — Integrations · CCaaS. Wire Genesys Cloud, Amazon Connect, 8x8, or Google CCAI so bots can hand off to live agents.
7. Build your first bot — Quick Start. 15 minutes from empty tenant to a bot answering questions from your knowledge base on your website.

Key concepts

Small vocabulary AdaptCX uses across the product. Worth reading once.

Tenant — your organization. Everything you create (bots, KBs, users, integrations) lives inside your tenant and is invisible to every other tenant. Enforced by database-level tenant isolation and mesh-level identity checks.

Solution — a licensable capability of the platform. Every tenant gets Virtual Agent (chat + voice bots) as the base. Assist, Fax, and DARS are opt-in solutions that unlock additional services when licensed.

Bot — a conversation surface. A bot has a flow (how it behaves), a channel (how end-users reach it), and settings (identity, fallback behavior). One tenant runs many bots.

Flow — the visual graph of nodes that defines what a bot says and does. Designed in the Operations Portal's Flow Builder.

Node — a single step in a flow. LLM Response, KB Search, API Call, Handoff to Agent, Set Variable, etc. Each type is documented in the Nodes Reference.

Knowledge Base — a collection of documents your bot can search. Documents are chunked and embedded on upload; retrieval happens per query via vector similarity.

Integration — a connection to an external system: an AI model provider, a CCaaS platform, an SSO IdP, a document source, a telephony carrier. Integrations are configured once in Tenant Admin and reused across bots.

Widget — the embeddable chat UI. A <script> snippet you paste into your website's HTML. Fully customizable (colors, position, welcome message, language).

Agent Desktop — the browser-based tool where live agents handle conversations that a bot escalated (or that came in on a channel that always routes to humans).

Where to look next

• Ready to build? Quick Start — build and deploy a bot in under 15 minutes.
• Managing your team? Users & Roles — full permission model.
• Handling live conversations? Agent Desktop — agent-side product guide.
• Embedding on your site? Widget — embedding snippet, JavaScript API, customization.
• Curious how it all fits together? Architecture — platform overview at a customer level.

Getting help

• Documentation issues — every page has a "last verified" timestamp. If a page contradicts what you see in the product, flag it via your AdaptCX support contact.
• Product issues — your tenant's super_admin opens a support ticket through the AdaptCX support channel your organization was set up with.