Skip to content
StrikeUp Help Centre
Release notes

Onboard a business customer

When a business signs up for your product, you can give its people an assistant set up for them: grouped in their own customer company, with roles that decide who manages it, documents and skills only they get, one-click prompts, and a customer portal where their admins look after it themselves. This guide takes you through it in order, for a business called Example Studios. It takes about twenty minutes plus the time to prepare a CSV file of its people.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin role in StrikeUpSettingsUsers; every step below saves changes, which only Admins can do
A widget your product already shows to this business’s usersConfigureEmbed; see Install the widget in your product
The reference your product uses for this business, if it passes one to the widget as userCompanyIdYour own product, for example EXS-1042
A list of the business’s people: user id, email, and who should manage the companyYour own records, or the business itself
The documents only this business should get answers fromYour files; PDF, Word, text, Markdown or JSON, up to 100 MB each

Steps

Section titled “Steps”

  1. Open the companies list. Go to CRMCompanies and select New Company at the top right. The form for a new company opens.

    Step 1 of onboarding a business customer: the Companies page under CRM, listing the existing customer companies such as Placeholder Property Partners, Generic Retail and Sample & Partners Ltd with their Company ID, member counts, last activity and an Active switch. At the top right, the "New Company" button is highlighted; it opens the form for the new customer company.Step 1 of onboarding a business customer: the Companies page under CRM, listing the existing customer companies such as Placeholder Property Partners, Generic Retail and Sample & Partners Ltd with their Company ID, member counts, last activity and an Active switch. At the top right, the "New Company" button is highlighted; it opens the form for the new customer company.
    Go to CRM › Companies and choose New Company.
    What this screenshot shows
    Screen
    Companies (/admin/customer-companies)
    Highlighted
    button “New Company”, top-bar-right, enabled. opens the New Company form
    Also visible
    Existing customer companies with Company ID and Active switch
    Purpose
    entry point of the onboarding task

  2. Create the company. Type the name in Name. In Company ID (optional), enter the same reference your product passes to the widget as userCompanyId, so that its users land in this company as they chat. Choose a Default credential type (hint) if the business prefers a PIN or a password; a PIN has 4–8 digits, although the option reads “4-6”. Add an Agent instruction (optional) for conventions that apply to everyone there, such as “Confirm the invoice number before issuing a credit note”. Leave Allow self-registration off unless you want anyone with the registration link to join (as a Member, or as the Admin when nobody is in the company yet). Select Save; the company’s page opens.

    Step 2: the New Company form filled in for "Example Studios" with Company ID "EXS-1042", the same value the host page passes to the widget as userCompanyId. "Allow self-registration" stays off, "Default credential type (hint)" is set to "PIN (4-6 digits)", and the agent instruction asks the assistant to confirm the invoice number before issuing a credit note. "Active" is on. The "Save" button is highlighted.Step 2: the New Company form filled in for "Example Studios" with Company ID "EXS-1042", the same value the host page passes to the widget as userCompanyId. "Allow self-registration" stays off, "Default credential type (hint)" is set to "PIN (4-6 digits)", and the agent instruction asks the assistant to confirm the invoice number before issuing a credit note. "Active" is on. The "Save" button is highlighted.
    Use the same Company ID your product passes to the widget, so signed-in users land in this company.
    What this screenshot shows
    Screen
    New Company (/admin/customer-companies/new)
    Highlighted
    button “Save”, form-footer, enabled. creates the company and opens its detail page
    Also visible
    Name Example Studios, Company ID EXS-1042, credential hint PIN; Agent instruction about confirming invoice numbers
    Purpose
    creating the customer company

  3. Import the company’s people. Go to CRMCustomers and select Import from CSV. Download the template, add one row per person with their CustomerId (the user id your product passes for them), CustomerEmail, the company’s name in CustomerCompanyName, and Role. Write Member for everyone who should not manage the company: an empty role makes the person an Admin. Add a Pin (4–8 digits) or a Password (at least 8 characters) if you hand out credentials. If you use CustomerCompanyId instead of the name, it needs the internal id from the company page’s address, not the Company ID. Choose the file and select Preview; nothing is saved yet.

    Step 3: the Import customers from CSV page, opened with "Import from CSV" on the Customers page. The intro names the columns and says Role defaults to Admin. The file example-customers.csv has been chosen, and the highlighted "Preview" button is now enabled; it checks every row without saving. "Download template" next to it provides a file with every supported column.Step 3: the Import customers from CSV page, opened with "Import from CSV" on the Customers page. The intro names the columns and says Role defaults to Admin. The file example-customers.csv has been chosen, and the highlighted "Preview" button is now enabled; it checks every row without saving. "Download template" next to it provides a file with every supported column.
    Import the company's users with a CSV; set Role to Member for everyone who should not manage the company.
    What this screenshot shows
    Screen
    Import customers from CSV (/admin/customers-import)
    Highlighted
    button “Preview”, actions-right, enabled. validates the file without saving
    Also visible
    Chosen file example-customers.csv
    Purpose
    adding the company's users

  4. Commit the import. Fix every row the preview marks as an error and preview again until Errors is 0, then select Commit import. All rows are saved together, or none if anything fails. See Import customers for every column and message.

  5. Check who is Admin. Open the company from CRMCompanies and select the Members tab. Make sure only the people who should manage the company in the customer portal show Admin; change the others to Member in the role selector, which saves at once.

    Step 4: the Members tab of "Example Studios" after the import. It lists Morgan Hayes (cus_48321, role Admin, Active) and Jasmine Hicks (cus_48358, Active). The Role selector in Jasmine Hicks' row, showing "Member", is highlighted. Changing a role here saves at once; Disable at the end of each row blocks a member's sign-in.Step 4: the Members tab of "Example Studios" after the import. It lists Morgan Hayes (cus_48321, role Admin, Active) and Jasmine Hicks (cus_48358, Active). The Role selector in Jasmine Hicks' row, showing "Member", is highlighted. Changing a role here saves at once; Disable at the end of each row blocks a member's sign-in.
    Check that only the people who should manage the company in the Customer Portal are Admins.
    What this screenshot shows
    Screen
    Members (/admin/customer-companies/:id?tab=members)
    Highlighted
    combobox “Role”, table-row, Member. changes the role immediately
    Also visible
    Morgan Hayes Admin, Jasmine Hicks Member, both Active
    Purpose
    reviewing roles after the import

  6. Upload the company’s documents. On the Knowledge base tab, select Upload document for each file. Select Refresh after a minute or two until each shows “Indexed”, then ask a typical question in Test retrieval to check the answer is found. These documents are searched only in this company’s chats, together with your workspace’s knowledge base.

    Step 5: the Knowledge base tab of "Example Studios". It lists "Billing FAQ.pdf" and "Refund policy.md" as Indexed and "API rate limits.md" as Processing, each with size, upload date and Delete. The "Upload document" button at the top right is highlighted. Below is the Test retrieval card for checking what the assistant finds in these documents.Step 5: the Knowledge base tab of "Example Studios". It lists "Billing FAQ.pdf" and "Refund policy.md" as Indexed and "API rate limits.md" as Processing, each with size, upload date and Delete. The "Upload document" button at the top right is highlighted. Below is the Test retrieval card for checking what the assistant finds in these documents.
    Upload documents that only this company's customers should get answers from; press Refresh until they show Indexed.
    What this screenshot shows
    Screen
    Knowledge base (/admin/customer-companies/:id?tab=knowledge-base)
    Highlighted
    button “Upload document”, card-header-right, enabled. uploads a document for this company only
    Also visible
    2 Indexed documents, 1 Processing
    Purpose
    giving the company its own knowledge

  7. Add the company’s skills. On the Skills tab, select Add skill. Fill in Name, What the skill does (what the assistant should do) and Triggers when (the situation, in the customer’s words), and select Save. Repeat for each behaviour that matters only to this business.

    Step 6: the "Add skill" form on the Skills tab of "Example Studios", filled in. Name is "Studio licence renewals", Category "Billing"; "What the skill does" asks the assistant to list licences renewing in the next 30 days with their price and offer to send the renewal invoice; "Triggers when" reads "The customer asks when their licences renew or what the next renewal will cost." Active is on, and the "Save" button is highlighted.Step 6: the "Add skill" form on the Skills tab of "Example Studios", filled in. Name is "Studio licence renewals", Category "Billing"; "What the skill does" asks the assistant to list licences renewing in the next 30 days with their price and offer to send the renewal invoice; "Triggers when" reads "The customer asks when their licences renew or what the next renewal will cost." Active is on, and the "Save" button is highlighted.
    Add the behaviours that matter only for this company; the assistant uses them when the situation in Triggers when comes up.
    What this screenshot shows
    Screen
    Add skill (/admin/customer-companies/:id?tab=skills)
    Highlighted
    button “Save”, inline-dialog-footer, enabled. saves the skill for this company (description and trigger are checked by the content review)
    Also visible
    Name Studio licence renewals, Category Billing; Description and Triggers when filled in, Active on
    Purpose
    giving the company its own skill

  8. Add prompt shortcuts (optional). On the Prompt shortcuts tab, select Add shortcut for each one-click prompt the company’s people should see in the widget, such as “Show my latest invoice”. A shortcut with the same name as one of your workspace shortcuts replaces it for this company.

    Step 7: the Prompt shortcuts tab of "Example Studios". Three shortcuts are listed: "Show my latest invoice" and "API usage this month", both active, and "Download 2025 invoices", switched off, each with its prompt, icon, order arrows, Edit and Delete. The "Add shortcut" button at the top right is highlighted.Step 7: the Prompt shortcuts tab of "Example Studios". Three shortcuts are listed: "Show my latest invoice" and "API usage this month", both active, and "Download 2025 invoices", switched off, each with its prompt, icon, order arrows, Edit and Delete. The "Add shortcut" button at the top right is highlighted.
    Optional: add one-click prompts that this company's customers see in the widget.
    What this screenshot shows
    Screen
    Prompt shortcuts (/admin/customer-companies/:id?tab=prompts)
    Highlighted
    button “Add shortcut”, card-header-right, enabled. opens the Add shortcut form
    Also visible
    3 shortcuts, one inactive
    Purpose
    company prompt shortcuts

  9. Give the company its own notification channels (optional). If messages for this business should come from its own mailbox or bot, add them on the Integrations tab with the Add button of each provider, and send a test. See the company’s integrations.

  10. Switch on the customer portal. Go to ConfigureUser Interface, pick the widget, and scroll to Customer Portal. Turn on Require customer authentication so people sign in with their PIN or password, turn on Enable Customer Portal, and tick the pages under Visible pages that the company’s Admins should use. Select Save User Interface Settings at the bottom of the page. These settings apply to every company that uses this widget.

    Step 8: Configure › User Interface for the widget "Demo Ltd Support chat", scrolled to the Customer Portal section. "Require customer authentication" is On, and the highlighted setting "Enable Customer Portal" is On, adding the Configure entry inside chat. Under "Visible pages", Profile (always on), Members, Knowledge Base, Skills, Workflows, Integrations, Usage, Settings and Prompt Shortcuts are all ticked.Step 8: Configure › User Interface for the widget "Demo Ltd Support chat", scrolled to the Customer Portal section. "Require customer authentication" is On, and the highlighted setting "Enable Customer Portal" is On, adding the Configure entry inside chat. Under "Visible pages", Profile (always on), Members, Knowledge Base, Skills, Workflows, Integrations, Usage, Settings and Prompt Shortcuts are all ticked.
    Turn on the Customer Portal for the widget and choose which pages the company's Admins can use.
    What this screenshot shows
    Screen
    Customer Portal (/admin/configure/user-interface)
    Highlighted
    radiogroup “Enable Customer Portal”, customer-portal-section, On. shows or hides the in-chat entry to the Customer Portal
    Also visible
    Require customer authentication On; Visible pages: all nine ticked, Profile always on
    Purpose
    switching on the customer portal

  11. Tell the company’s people how to sign in. Give each person the PIN or password from your file through a channel you trust. How sign-in works for them, including people you imported without a credential, is explained in End-customer sign-in.

What happens next

Section titled “What happens next”

The company is live as soon as the steps are saved. When one of its people chats, the assistant adds the company’s agent instruction to its own, searches the company’s documents as well as yours, can use its skills, and shows its prompt shortcuts. Its Admins see the company’s members, knowledge base, skills, workflows, shortcuts, notification channels and settings in the customer portal, and what they change there appears on the company’s tabs in the admin app.

To check it worked:

  • The company’s Members tab lists everyone you imported, with the right roles.
  • Last activity on CRMCompanies shows a date once someone has chatted.
  • The company’s Usage tab shows the first calls to AI models.
  • Open a chat of one of its people on their customer page to see the steps the assistant took.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Import people with a PIN or passwordYou want to control who can sign in from day oneEach person signs in with the credential you gave them
Import people without a credentialThe business prefers its people to choose their ownSee End-customer sign-in for how they sign in
Let people join with Allow self-registrationThe business is large and you trust everyone who gets the linkAnyone with the registration link joins as a Member (the company’s first person as its Admin); promote further Admins afterwards
Rely on userCompanyId from your productYour product already knows each user’s businessPeople are filed under the company as they chat, with no import; they start as Admins
Create the company with Active offYou want to prepare everything before anyone can sign inTurn it on when you are ready

If something goes wrong

Section titled “If something goes wrong”
SymptomWhat to checkFix
Widget users do not land in the new companyDoes your product pass exactly the company’s Company ID as userCompanyId? Did they already belong to another company?Correct the reference; move existing people with a CSV import that names the company
Every import row says “CustomerId is required.”Is the file comma-separated, with the header line?Save the file as comma-separated CSV
“CustomerCompanyId must be a valid Guid.”Did you put the company’s reference into CustomerCompanyId?Use CustomerCompanyName, or the internal id from the company page’s address
Everyone in the company is an AdminWas the Role column empty?Change roles on the Members tab
A promoted person cannot manage the company in the portalRoles apply at the next sign-inAsk them to sign out and in again
A document stays “Processing”Indexing takes a few minutesSelect Refresh on the Knowledge base tab
Section titled “Related”