About CloudRadial Chat's Onboarding Wizard

The CloudRadial Chat Onboarding Wizard takes you from a fresh account to a working CloudRadial Chat deployment in just five steps and can often be completed in less than 15 minutes. Regardless of product version (Starter, Pro, Enterprise), you will start by going through the wizard.

By the end, you'll have your PSA connected, ticket defaults configured, a Client Channel ready for deployment, and (optionally) a Service Channel set up for your agents.

The wizard is sequential - Steps 1 through 4 are required and must be completed in order. Step 5 (Service Channel) can be skipped and configured later. You can navigate back to earlier steps using the step numbers at the top. All Partners follow the same wizard regardless of tier.

• Prerequisites
• Step 1: Company and Contact Information
• Step 2: Connect Your PSA
• Step 3: Configure Ticket Defaults
• Step 4: Set Up Your First Client Channel
• Step 5: Set Up Your Service Channel (Optional)
• What to Do After the Onboarding Wizard
• Troubleshooting

Prerequisites

• A CloudRadial Chat account with email verified (see the article for Creating Your CloudRadial Chat account)
• API credentials for your PSA - see the setup guide for your platform: ConnectWise, Autotask, HaloPSA, Syncro, or Kaseya BMS
• For Service Channel setup (Step 5): admin access to your MSP's Teams or Slack workspace

Step 1: Company and Contact Information

This step is completed during account creation. If you're arriving at the wizard from email verification, this is your first screen.

If you've already completed this step, you can click back to it to make changes.

Step 2: Connect Your PSA

Select your PSA platform from the available options and enter your API credentials.

Available PSAs to connect to CloudRadial Chat:

• Autotask
• ConnectWise Manage
• HaloPSA
• Kaseya BMS
• Syncro MSP

Each PSA shows a configuration form with fields specific to that platform (API keys, URLs, credentials). The fields match what's documented in each PSA's setup guide.

After entering your credentials, use the Test Connection button to verify the connection works before proceeding. The test may take a moment - some PSA APIs are slower to respond.

Note: If you return to this step after completing it, you'll see a message that your existing connector will be updated with any changes.

Once your PSA is connected, Chat will be able to read your boards, statuses, priorities, and other metadata needed for the next step.

Step 3: Configure Ticket Defaults

With your PSA connected, configure how Chat creates tickets. The available options are populated from your PSA's actual configuration, so you'll see your real boards, statuses, and priorities.

Tip: If you don't see your expected boards or statuses, use the Refresh button to reload metadata from your PSA.

These defaults apply to all tickets created through Chat. Chat Professional and Chat Enterprise Partners can override them per Client Channel after completing the wizard.

Once completed. Chat will know where and how to create tickets in your PSA.

Step 4: Set Up Your First Client Channel

Choose your first Client Channel type and configure it. The wizard offers the two fastest options to get you up and running:

• CloudRadial UCP - integrate Chat into your existing CloudRadial Unified Client Portal
• Web Widget - a standalone chat widget you embed on your website

Both can be live in minutes. Teams and Slack Client Channels involve more setup (tenant deployment, permissions, admin consent) and are configured from the admin portal after you've completed the wizard and verified everything works.

Configuration fields:

After creating the channel, you'll see an embed script. For web widget deployments, you'll paste this script into your website's HTML. For UCP, the integration is handled through your portal configuration.

When completed, your first Client Channel is created with a unique channel ID and (for web) an embed script ready to deploy.

Step 5: Set Up Your Service Channel (Optional)

Configure where your agents receive and handle live chats. Choose between Microsoft Teams and Slack.

The setup involves an OAuth authorization flow - a pop-up window will open asking you to grant Chat access to your Teams or Slack workspace. You'll then select which team and channel should receive chat notifications.

Configuration fields:

This step can be skipped. If you skip it, live chat is disabled initially - clients can still submit tickets through Chat, but there's no queue for agents to pick up live conversations. You can configure a Service Channel later from the admin portal.

Tip: If you don't have admin access to your Teams or Slack workspace, you can use the delegate option to email an authorization link to someone who does.

Once your Teams or Slack environment is connected, the bot will be activated in the selected channel.

What to Do After the Onboarding Wizard

When you complete (or skip) Step 5, you'll land on the Chat dashboard. At this point, the following are configured and ready:

• Your PSA connector with validated credentials
• Ticket defaults (board, status, priority, source)
• Your first Client Channel with embed script
• Your Service Channel (if not skipped)

Still needs attention:

• Deploy the web widget - if you chose a web widget, paste the embed script into your website's HTML
• Teams/Slack Client Channels - if you want clients to chat from Teams or Slack, configure those from the admin portal
• Additional channels - add more Client Channels for different clients or platforms
• Team members - add agents and configure roles
• Service Channel - if you skipped Step 5, set it up to enable live chat

Before deploying to clients, run through a test conversation to verify everything works end to end.

Troubleshooting

The PSA connection test is failing.

• Verify your API credentials are correct and that the API user has the required permissions. See the setup guide for your specific PSA. Some PSA APIs can be slow - the test allows up to 5 minutes for a response.

No boards/statuses are appearing in Step 3.

• The metadata is loaded from your PSA after a successful connection in Step 2. If the dropdowns are empty, go back to Step 2 and verify the connection, then use the Refresh button in Step 3.

The OAuth popup is blocked for Teams/Slack.

• Your browser may be blocking the authorization popup. Allow popups for the Chat admin portal domain, then try again.

I want to change the PSA after completing setup. Can I do that?

• Yes. You can navigate back to Step 2 from the wizard to update your PSA connector. Your existing configuration will be updated with the changes.