Quick Start Guide

From subscribing to a live, AI-answering chat widget on your website – in under 15 minutes.

1. Subscribe on AWS Marketplace

Find Elyxia Support Cloud on AWS Marketplace, choose your plan, and subscribe. AWS will hand you back to ESC to set up your account. If you’re new, you’ll create your account; if you’re returning, you’ll simply sign in – either way your subscription activates automatically. Your billing is handled entirely through AWS; there’s no card to enter.

2. Launch Your Helpdesk

Choose your region, and your helpdesk provisions automatically. Watch the status on the Overview tab – when it reads Running, you’re live. (Remember: the region is fixed once created.)

3. Add Your Domain

Open the Access & Domains tab and click Add Domain. ESC shows you an IP address – add an A record in your domain’s DNS pointing to it.

CloudFlare users: set the record to DNS-only (grey cloud), not proxied. Proxy mode breaks domain verification and certificate issuing.

Once DNS propagates, ESC verifies the domain and provisions SSL automatically – you’ll see the status change to Active.

Don’t wait for it. DNS propagation takes a little time, and nothing below depends on it. Carry straight on to step 4 and let it complete in the background.

4. Brand It

On the Brand tab, upload your logo and favicon, and set your primary colour. Save. It’s applied to your live helpdesk immediately – no redeploy, no downtime.

5. Upload Your Knowledge

On the Knowledge tab, upload the documents your AI should answer from. Each file shows Syncing, then Ready once indexed – usually within seconds. Your AI agents start using new knowledge immediately, with no refresh needed.

This is the step that makes your AI yours. Answers come from your documents, not a generic model.

6. Connect Your Email Inbox

On the Channels tab, add your support mailbox – incoming and outgoing mail settings. Once connected, emails to that address become tickets your AI agents can answer, with replies sent from your own address.

7. Configure and Live-Test Your Web Chat

On the Web Chat tab, set the display name, welcome message, agent greeting, primary colour and launcher position. A live preview shows exactly what your visitors will see – so ask it a real question, drawn from the documents you uploaded in step 5, and watch it answer.

Tip: use the {supportemail} and {supportportal} placeholders in your greeting. They fill in automatically from your verified custom domain, so your AI can point visitors to your own support address when it hands off. (They stay silent until your domain is active – which by now, it should be.)

When you’re happy, copy the embed code and paste it into your website before the closing </body> tag.

That’s it! Your AI support team is live!