SYNQ Basics

An employee, not a tool

Between a business and its money there's almost always a person: a consultant, a salesperson, an operator. They sleep, get sick, get distracted, and leave at 6pm. And the customer writes at 11:48pm.

SYNQ AI removes that middleman. You describe your business, the platform builds an AI employee, and from there it handles incoming messages on its own: answers questions, explains products, helps choose, issues invoices, and confirms payment. In any language, no days off. It's what other tools call an AI sales agent or an AI SDR, except here it closes the deal to payment on its own.

The key word here is employee. You don't build flows in a constructor or draw button trees. You hire someone, explain the task, and check the result. Just like a real manager, except this one never breaks for lunch and holds your entire knowledge base at once.

A bot replies. An employee sells.

The difference isn't just wording. A bot and an AI employee solve different problems, and confusing them is expensive.

What it can do

Its abilities go well beyond "answer an FAQ." Here's the core.

How to start

You can launch your first employee in five minutes, no developers. Here's the order.

The first 10 days are free, no card required. That's enough to see how the employee handles real incoming messages and decide if it's your format.

No forms. Just a conversation.

Normally, to set up a bot you draw flows from blocks, invent button branches, and learn the interface. Here it works differently. Inside the platform there's SYNQ AI, a setup agent that builds your employee by talking with you.

You don't fill in a form or write prompts. You answer questions in plain words, as if briefing a new manager. Answer however you like: short, long, or by voice. SYNQ AI will figure it out.

Don't mix up two "agents." SYNQ AI is the setup agent that helps build your employee. The AI employee is what you're building: it later talks to your customers and sells.

How onboarding goes: five steps

The whole path takes about five minutes. Here's what you do at each step.

Step 1: what picking a niche looks like

One tap. From the niche SYNQ AI takes the sales scenario, common questions, and tone of voice.

Step 2: character by a book

This is perhaps the most interesting step. You're not picking a robot with canned replies, but a character: how the employee runs a conversation. Each character is based on one of the great books on selling, and the employee acts as its most devoted follower. The book sets not what it says, but how: tone, handling objections, the way it leads to a purchase.

Six books in total, six characters. You can pick up to three at once, and the employee will blend their approaches. Here they are.

The main conversation: what it looks like

On the third step SYNQ AI asks a few questions so the employee understands your business. It's not a form interrogation, it's a conversation. At most two questions at a time, and after each answer it rephrases in its own words, so you can see it understood you correctly.

Step by step this collects everything the employee needs: product and prices, a portrait of the customer, the path from inquiry to payment, common objections and how to answer them, the current offer. If you say "I don't know" or "not yet," SYNQ AI doesn't get stuck: it suggests an option and moves on.

Share a link if you have one

If you drop a link to your site or socials, the platform reads it alongside the conversation and adds the info to the knowledge base. Sometimes you notice it right in the chat: "By the way, I looked at your site and see one more service. Add it?"

Ranked by how much info they hold: your site, then maps (Google Maps, 2GIS) for offline business, then a Telegram channel, and last Instagram. Instagram has less: the platform reads the bio and its links, but won't read every post. If you have a site, share it too.

Naming the employee and finishing

At the end SYNQ AI sums up what it collected and suggests a name for the employee, matched to your niche and style. You can change it, it's your employee. Then one step remains: connect a messenger, and the employee starts replying to your customers.

Everything you discussed can be adjusted at any time. How to change the employee's behaviour during tests and real customer chats is covered separately in the setup lesson.

What you tell it is what it becomes

During onboarding you talk to SYNQ AI in plain words, and your employee is built from that conversation. A simple rule applies: the more precise and concrete you are about your business, the more precise the employee's answers. A vague story gives vague answers; living detail gives a living employee.

The good news: there's no form to fill and no "correct" way to know. Just answer as if briefing a new manager. And a few techniques below help it come out stronger on the first try.

Three techniques for a strong answer

Each technique is a pair: on the left how it sounds weak, on the right how to say it stronger. The difference is concreteness.

What's worth telling

SYNQ AI will ask the questions, but here are the topics where specifics pay off most. These are what customers ask about most.

• Product and prices — what you sell, what's included, and what costs extra
• The customer and their first question — who writes and what they usually ask first
• The path to payment — what happens after "I want it": fitting, invoice, timing, access
• Objections — why people don't buy and how you usually respond
• Offer — a current promo, discount, or bonus, if any

Add documents to the chat

If something is already written in a file, don't retype it. Attach the document right in the chat, and SYNQ AI will pull the information into the employee's knowledge base.

Good things to attach: a price list, a service description, an FAQ with answers, delivery and return terms, a product deck. Anything you'd normally have to explain to a customer is better handed over as a document.

Documents are handy for a one-time knowledge transfer. Prices and stock that change often are better kept in a sheet — covered in the "Knowledge base and sheets" lesson.

Don't get stuck on answers

Answer however suits you: short, long, or by voice, SYNQ AI will handle it. If you don't have an answer to some question yet, say "I don't know" or "later" — the platform sets a reasonable default and moves on, and you fill it in afterwards. Setup doesn't end with onboarding: everything you said can be extended and corrected at any time.

Three ways to open SYNQ on your phone

No separate app-store download needed. SYNQ opens on your phone in three ways, whichever suits you. The data and conversations are the same everywhere.

How to install on iPhone

To get SYNQ on your home screen as an app, add it through Safari. It's three steps.

A three-step guide opens. You can also follow them manually in Safari:

If you opened SYNQ inside Telegram, you can't install from there. Open synq.software in Safari and follow the steps above. After installing, you can turn on push notifications.

Turn on notifications

The main thing on a phone is not to miss a new customer or message. Notifications reach your phone through three channels, enable any of them.

Notifications come through three channels, enable any of them.

From a notification straight to the conversation

The handiest flow: a notification lands in Telegram with a link to a specific conversation. You tap it, and it opens wherever suits you.

The link opens the conversation one of three ways: in the Telegram miniApp right in the messenger, in the browser, or in the SYNQ home-screen app. You see the chat at once and can reply for the employee or correct it.

What you get notified about

Notifications cover everything important, and for each event you choose the channels yourself. Here are common examples.

• New conversation — a customer wrote to one of your channels for the first time
• Manager needed — the employee asks a human to join the chat
• New payment — a customer paid an invoice or link
• Hot lead — a contact turned "hot" by your funnel rules
• Customer silent for a day — the chat stalled, the customer isn't replying

You manage an employee, not configure a tool

The employee answered not the way you wanted, that's normal and easy to fix. You don't need to recall where a setting lives, which stage prompt or which variable is responsible. The platform holds that complexity, not you.

You just explain the edit in plain words, the same you'd use with a real manager. SYNQ AI updates what's needed itself: rules, stage instructions, or the knowledge base. And you immediately see the employee behave differently.

Two ways to make an edit

Right in the chat, under every employee reply there's a SYNQ AI button — tap it, explain what's off, and the employee will remember.

Here's how it looks in the "Chats" section. This is a real conversation between the employee and a customer, and under every employee reply there's a SYNQ AI button. You tap it on the reply you want to fix.

What it looks like

Say the employee named a discount too early. You open that message and explain how it should go. Answer by text or voice.

If an edit touches several places at once, SYNQ AI opens a changes panel. Each change is a separate plain-language card, not a line of code. You accept or reject them one by one or all at once.

You neither see nor write any code. SYNQ AI turns your edit into clear cards: what was, what changed, and how the employee will respond in that situation next time.

What SYNQ AI changes, and where

A single phrase from you can touch several places at once. You don't need to know where things live, but it helps to understand what each place is responsible for. Edits go into four sections of the platform.

That's why the single discount edit above touched two sections at once: stage settings (the "Sales" and "Payment" prompts) and the employee's behaviour. SYNQ AI figured out where to change what and gathered it all into one panel for approval.

Where you edit: in tests and in live chats

You can edit the employee in two places. In auto-tests, when SYNQ AI plays the customer and you debug replies before launch. And in real conversations with live customers: in the "Chats" section you see every thread, you can step in and reply for the employee by hand, then lock in the edit so it does that itself going forward.

No middleman

Before, to change an agent's behaviour the owner went through a technical specialist, and quality leaked on that handoff: everyone understands things their own way. SYNQ AI removes that link. You speak directly, and the employee configures itself.

What Sherlock is

Sherlock is your business's AI detective. A separate platform agent whose job is to build the employee's knowledge base through a live conversation. Not a questionnaire or a form, but a full interview: Sherlock studies your business, asks precise questions, and gathers the context your AI employee then works from.

He behaves like a seasoned analyst, not a bot with a checklist: calm, respectful, in observations rather than verdicts. You answer by text or voice, whichever suits you. And the employee later doesn't parrot your words, it reasons over them and replies to the customer like a real manager.

Why it matters

After onboarding the employee already works: it has basic context from your setup answers. But that's not enough for deep customer work. Sherlock turns the employee from "one who knows the company name" into an expert.

A simple analogy: imagine you hired a new employee. They need time to get to grips with the product, prices, customers. Sherlock runs that onboarding interview for you. Afterwards the employee:

• Understands the product, processes, and prices
• Knows the typical objections and how to handle them
• Senses the boundaries: what to promise and what not to
• Speaks in the company's style, not in canned phrases
• Knows when to hand the customer to a live person

The three-block interview

Sherlock is split into three blocks. You don't have to do it all at once: answer the first, do the rest later, Sherlock will remind you. After each block the knowledge loads into the base, and the employee works better.

Sherlock plays your customer

The third block works differently, and it's the most interesting part. Sherlock stops asking about the business and starts acting like your most clueless customer.

How to take it

Sherlock is available on all plans, including the free one. A full pass takes about 40 minutes, but you can spread it over several days: progress is saved, and Sherlock will remind you to come back. In onboarding, Sherlock is the fifth step; you can skip it with "Skip for now" and return later from the knowledge-base settings. If you answered inaccurately, tell Sherlock right in the chat and he'll fix it.

What Context is

Context is everything your employee needs to know about the business. Its memory and the source of its answers. There are two kinds of knowledge here, built differently: one the employee reasons over and retells in its own words, the other it takes verbatim, with no room for error.

Soft knowledge: knowledge bases

Hard knowledge: sheets

A sheet connects via a Google Sheets link: you send the link, and SYNQ reads the data itself. From there it syncs on a schedule you pick: daily, weekly, monthly, or manually. Change a price in the Google sheet, and the employee already answers customers with the new one.

What goes where

A simple rule: if a mistake is unacceptable and every digit matters, it's hard knowledge and belongs in a sheet. If a living answer in its own words matters, it's soft knowledge.

Where knowledge bases come from

Soft knowledge enters Context two ways. Sherlock gathers it during the interview from the previous lesson: it drew you out about the business and filed the answers into a base. Or you create a base manually when you want to add something specific. Both live side by side, and you always see what Sherlock gathered and what you added by hand.

Where the employee works

The employee works where your customers already are, in messengers. You connect a channel and the employee starts replying there on your behalf. One employee runs every connected channel from a single window: one customer writes on Instagram, another on Telegram, and you see both chats in the "Chats" section.

Channels connect right inside the platform. Different channels work differently and fit different tasks, so let's first sort out which is for what. In practice you get a WhatsApp chatbot, an Instagram sales bot, and a Telegram bot for business in a couple of minutes, except it's one AI employee across all channels, not three separate bots.

Which channels there are

Where it's easiest to start

The easiest to connect are the Telegram bot and personal WhatsApp. And the simplest entry point, especially to test the employee, is a Telegram bot.

The bot is created in Telegram itself, via the official @BotFather. It gives a token, an access key, which you paste into SYNQ. Four steps:

Training mode

Some channels, where the employee works from your personal account, have a training mode. It exists so the employee doesn't go to real customers unprepared.

There's also a second way to check the employee without waiting for customers, an autotest. SYNQ AI pretends to be a customer itself, asks questions, and shows how the employee replies. That way you see the employee's behaviour in advance and fix it before launch.

After training: who to reply to

Once the employee has trained, you get a notification that it's ready. Then the platform helps you switch it on carefully, so it replies only to the customers who need it and doesn't message those who don't. This matters most on personal channels, where the chats hold both customers and people close to you.

The key setting is "Who the employee replies to". Three modes, from the most open to the strictest:

On top of that there's a "Who not to reply to" list: you check the contacts the employee shouldn't message. And a separate protection for personal chats, so the employee doesn't write into conversations that existed before you connected.

Once the rules are set, you tap "Put it to work", and the employee starts replying, but only to those you've allowed.

Payment right in the chat

Usually, to get a customer to pay, you send them to a website, a cart, a checkout form. Every extra step loses some customers. SYNQ removes those steps: the employee takes payment right in the messenger, with no website or cart.

This is the full sales cycle: the employee answers questions, brings the customer to a decision, creates the payment link itself, checks the payment, and closes the deal. You don't have to step in by hand at the money stage.

Setup in three steps

The "Payments" section sets up in a couple of minutes and just three steps.

A lot looks simple: a name, a price, and the provider the payment goes through.

How to create a lot

A lot is what the customer pays for. In "Payments", tap "Create lot" and fill in the card. First pick the type: it decides which fields you'll see.

Then you fill in the fields. For a regular product there are just three, plus actions after payment.

What a finished lot looks like

Once created, a lot appears as a card in "Payments". It shows everything at a glance: name, type, price, providers, and how many times it was issued and paid.

Payment links and payment statuses

When the employee creates a payment link from a lot and sends it to the customer, it lands in the "Payment links" table. You see who, for what, and how much, and the status updates itself the moment the customer pays.

Three statuses read at a glance: Created — the link was sent, the customer hasn't opened it; Pending — opened but not paid; Completed — the money arrived. The employee sees the status change in the chat and moves the customer along the funnel itself.

Payment services

A provider is the service the money runs through. It connects once: you enter the keys in settings, and the employee works with it on its own from then on.

Which services are available depends on your plan. One lot can use several providers, so the customer picks a convenient method.

Payment in the funnel

You can send the link to a customer by hand. But the interesting part is another option: add a payment stage to the funnel, and the employee will offer payment itself at the right moment.

After payment the employee can take the next step itself: grant access, send a receipt, hand the order to a manager. How to set the stage's behaviour you already know from the lesson on edits.

The employee writes first

Until now the employee replied to customers' messages. Broadcasts flip this: the employee writes to the customer itself, without waiting for them to write. A customer went quiet for three days, has an appointment tomorrow, has a birthday, a new product launched — in all these cases the employee can remind or offer on its own.

Reminders and broadcasts are built the same way, the only difference is the goal: a reminder brings the customer back to business, a broadcast offers something new. They're set up through the same builder.

When to send: triggers

A trigger is the event on which the employee sends a message. There are four.

Don't write the text, give an instruction

You can write the broadcast text yourself. But the interesting part is another option: instead of ready text you give the employee an instruction, and it composes a personal message for each customer itself, drawing on their chat, history, and data. Each one gets their own message, not a single shared blast.

A broadcast can include a photo, video, or document, and you can add a repeat: if the customer doesn't reply, the employee reminds once more.

Broadcasts on a funnel stage

A broadcast can be tied to a specific stage, and it goes only to customers on that stage. It's set up right inside the stage: there's a "Reminders and broadcasts on this stage" block with tabs.

Creation here is two-way: the same broadcast shows both in the general "Broadcasts" section and on the stage. One broadcast can work across several stages at once, shown by the "also in N stages" note.

When the employee sends a stage broadcast

Inside a stage, a broadcast has two send triggers. You pick one: by the customer's word or by their silence.

The second trigger, "no reply", is the most useful: the customer went quiet on a stage, and the employee gently brings them back to the conversation without waiting for you.

You already know what the employee is built from and how to set it up. Now let's look at the main thing it's all for, how it works live. The same employee handles similar tasks across different businesses, just with its own material.

What it looks like in a chat

Here's a typical scenario: a customer came from a salon ad, and the employee took them from the first message to a booking and payment. Without you.

All of it took a minute and happened while the stylist was with another client. No one forgot to reply, lost the lead, or put it off.

One night, different businesses

Picture an ordinary night. A customer writes at 10pm, and a live manager sees it only in the morning. By then they've gone to whoever replied first. With the employee that same night looks different: the reply comes in a couple of seconds, and in the morning you open your phone to a closed deal you never touched. And it's like that in any niche, the task just differs.

Where the employee works

SYNQ fits any business with customer messaging. Popular niches already have a ready niche onboarding: the employee understands the industry context from the start and asks the right questions. Here's how it looks by niche.

If your niche isn't listed, the universal "Other" option fits: the same employee, just with the knowledge base built for your business from scratch.

What you can hand to the employee

Different niches, but the tasks repeat. Here are the main ones the employee handles in any business.

What else you can hand over

Sales isn't everything. The same employee, the same principle, a chat and data in the card, handles other business tasks too. Here are the common ones.

Three businesses and what they got

These aren't hypotheticals. Here are three companies that connected an AI employee, and the numbers they got.

Common questions about the employee's tasks

People phrase the same tasks in different ways. Here's how the common questions about the employee sound, and what it does in each case.

The employee can run a chat, ask questions, and remember answers. Which means sales is just one use. The same tool can test an idea, gather feedback, take load off support, or revive an old base. Let's go through the most useful ways.

Test a business idea on a live audience

The employee is useful not only for sales, but to test demand before you invest in a product. You watch whether the audience responds and how active it is.

This way you get a live answer from the market in a few days, instead of building a product blind for months. If the response is good, you roll out fully. If not, you change the offer and try again.

The same move for different goals

Testing the response is one move: you launch an offer with a code word, the employee runs the chat, and you read the numbers. By changing the offer and the goal, the same move solves different business tasks. Here are five that aren't obvious at first.

Notice that in all five the employee is the same and does the same thing, runs a chat and gathers the reaction. Only the question you want answered changes. That's the point: you turn a sales tool into a decision tool.

The employee works inside this CRM, and you watch

The CRM is a sales funnel: a board with stages where you see every customer and which step toward buying they're on. On the left those who just wrote. On the right those who already paid. Stages in between, the ones a customer moves through.

In an ordinary CRM a manager sits over that board: drags cards by hand, marks who's at what stage, forgets half. In SYNQ AI the employee itself works the funnel, your AI worker. It talks to the customer and, as the conversation goes, moves their deal from stage to stage itself. Your role has shifted: you don't move cards, you watch the picture from above.

If you've used amoCRM or Bitrix24, the board will look familiar: the same stage columns, the same deal cards. The difference is who moves them. There a human. Here the employee.

Where to find the CRM

The CRM opens two ways, depending on what you work from.

What the funnel looks like

You see a row of columns. Each column is a numbered stage, each card inside is a deal with a customer.

What a deal card shows at a glance:

The customer card

Tap a deal and the customer card opens. Everything about them in one place: name, channels, which stage, deal amount, what's known, and the stage result.

The employee gathers all this during the conversation: name, channels, amount, what the customer wants, how the stage ended. When you open a deal, you don't have to reread the whole chat, the essentials are already in the card. The full conversation history is right there too, if needed.

The employee moves the deal through stages itself

Here's the main twist. You don't move the cards through the funnel. The employee runs the conversation and, when the customer clears a step, moves the deal on itself.

You don't have to watch the board by hand. Someone agreed to a fitting, someone asked for an invoice, someone paid, and deals travel through stages without you. You step in only if you want to, say to take a hot customer yourself.

CRM in your pocket

The same funnel opens on your phone. A full CRM in your pocket, all swipeable.

What you can do with the funnel

The board is interactive, not a picture. Here are the main actions.

Funnel settings

Top left, next to the funnel name, is a settings icon. Behind it three key things.

The funnel name, the employee that works in it, and the deal currency: ruble or dollar. There you can also make a funnel the default, so new customers land in it automatically. You can have several funnels for different products, each with its own employee.

UTM tags: track who came from which ad

This is one of the funnel's strong sides, and it's often underrated. For any stage and any connected channel you can make an entry link with a UTM tag. A UTM is a tail on the link that shows where a person came from.

Why this matters. A funnel can have several entry points. One at the "Start" stage. Another straight at the next stage, for those already warmed up. A separate entry for customers from a specific ad or channel. You put your UTM link at each point: in an Instagram bio, under an ad post, in a channel header. And then you see who came from where, and to which stage exactly.

The takeaway is simple: you stop guessing which ad works. You see that 142 people came from Instagram to first contact and 87 from a channel post, and you can decide where to put the budget.

A stage hides its own settings inside

Tap a stage name and its settings open. Here you set how the employee behaves on this step. The panel has several blocks, here they are in order.

Tools in the prompt look like this: you insert them with a right click right into the text, and they become coloured badges.

You don't need to write the prompt by hand. All of this is set up through SYNQ AI: you tap the SYNQ AI button bottom-left (or at the bottom on a phone), a chat with the setup agent opens for this exact stage, you say what to fix, and it changes the prompt, adds tools and variables itself. The next lesson covers this: "Stage prompts: setting behaviour on a step."

Why the employee needs integrations

Without integrations the employee can answer questions. That's useful, but it's half the job. Integrations turn it from a responder into a worker that acts inside your processes: books a customer into the calendar, takes payment, updates the CRM, grants access to a private channel and removes it when the subscription ends. All by itself, with no manual transfers.

Groups of integrations

In the "Integrations" section everything is sorted into groups. Let's go through each.

How to connect an integration

The steps are the same for all. Done once, then the employee works on its own.

Connect your CRM, and the employee switches on over it

Here's the key thing about CRM integrations, the reason for this lesson. If you already have a CRM with a deal history, you don't need to set the employee up from scratch. You connect your CRM with one key, and SYNQ AI does the rest itself.

The result: a configured employee in minutes instead of hours of manual work. That's the point of a CRM integration for a business that already has a base and history. Once connected, the employee works in sync with the CRM: new leads pass through by themselves, deal statuses update in real time, nothing gets lost.

What a connected integration looks like

Connected services sit at the top of the section, with a green border and an "Active" status. Here's an example with Zoom already connected.

How to turn off an integration

Why you need a team

The employee works on its own, but there are still people around it: you, your managers, whoever sets the platform up. The "Team" section is there to give each person exactly the access they need, and no more.

A sales manager needs the customer chat and deals, but not the billing settings. An integrator needs funnels and services, but not your revenue. The role settles this for you: you pick a role when inviting, and the person sees only their part of the platform from the start.

Four roles

There are four roles, from full access to a narrow area of responsibility. At the top of the section you see how many people are in each role.

How to add a colleague

It all happens from one button. Open the "Team" section and tap "Invite" at the top right.

What the invitee gets

After "Send" the person gets an email right away. It shows who invited them, to which team and with what role, and a button to join.

The colleague taps "Accept the invitation", signs in, and lands in your team at once. They see the platform within their role: an operator opens the chat and deals, an integrator sees funnels and integrations. No extra sections.

Colleague notifications

Each colleague in the list has notification icons. That's how you decide how important events reach them: a new request, a customer message, an event in their area.

It helps to turn notifications on for an operator so they don't miss a customer the employee handed over. And for someone who just checks in occasionally, notifications can be off so they're not distracted.

The moment you sign up for SYNQ AI, you already have everything to earn. In the partner cabinet you can:

How it works

The partner program is a way to earn on SYNQ without selling anything of your own. You bring businesses to the platform and get a share of every payment they make. As long as the customer uses SYNQ, the commission keeps coming. Every month.

Four levels

The level sets your commission and what you get. From a simple link to a business built on AI setup. Two levels are free, two are paid.

How to start earning

You already have the base Referral level, no separate sign-up needed. All that's left is to grab your link and start sharing. And if you want a higher percentage, you move to a paid level.

What's in the partner cabinet

After registration your cabinet opens. At the top are your earnings and a withdraw button, next to them the link with a promo code, and below a list of everyone who came through your link, with their status and amount.

The link is easy to place per platform: in the Instagram bio, in a pinned post or message on Telegram, in a YouTube video description. The promo code gives the customer a discount and marks that they came from you.

Requirements for paid levels

Referral is open to everyone right away. Influencer and the certified integrator status come with conditions.

Payouts and auto-upgrade

All customers in one window

"Chats" is the workspace where all correspondence comes together. Customers from Telegram, WhatsApp, Instagram, and other channels land in one inbox. No jumping between apps: everyone the employee talks to is here, in one place.

The screen has three parts: the list of conversations on the left, the correspondence in the centre, the customer card on the right. Let's go through each.

One customer, not three separate ones

The same person may write to you on Instagram, then Telegram, and pay via WhatsApp. For an ordinary business that's three separate chats in three apps. SYNQ AI recognises it's one customer and stitches all their messengers into a single card.

How to find the right conversations

When there are many customers, search and the filters above the list help. Looking for a specific person — type them into the search box. Need a group — use the quick filters at the top: "All", "Unread", "Mine". And if you need to be precise, there are advanced conditions.

When you need to step in

Usually the employee runs the conversation itself, and you see the play icon in the header: "AI employee active". If you want to reply in person, you pause the employee and answer the customer yourself. Press play again, and the employee carries on.

Besides pausing, there are three actions for the customer: Take, Hand off, and Block. By default they're hidden so they don't get in the way. To show them, open the customer card menu (three dots, top right) and turn on "Operator actions".

The customer card

To the right of the dialogue, everything the employee knows about the customer. No need to scroll the chat to recall details: they're gathered in the card.

The card shows: which funnel stage the customer is at, their channels and contacts, customer variables (language, timezone, marketing consent), and deal variables (source, goal, budget). Three tabs at the top: "About", "Comments" for team notes, and change "History".

Instagram account classification

When a customer comes from Instagram, the employee tags them with a coloured badge. This lets an operator tell at a glance who they're dealing with: a valuable customer, a problematic account, or a special profile type. Seven categories, split into three colour groups.

Where the employee gets its answers

The employee doesn't answer off the top of its head, it uses knowledge bases and sheets. You fill those in the "Context" section, and in the employee's settings you tick which ones it should use. Under each reply you can open "Answer sources" to see what it was built from and how well it matched the question. That's how you check what the answer is based on.

First, the key point: this is your system, not ours

It's easy to mix these up, so let's sort it out right away. SYNQ has two different things with the word "referral", and they are not the same.

Why your own referral system

In plain terms: you want other people to promote your product and bring you buyers. For that you pay them a percentage of sales. The section handles three jobs.

Three levels of your referrals

These are like ranks. You decide who gets what percentage. The percentage is taken from referred customers' payments: a referral's customer pays you $100, at 10% the referral gets $10.

How the whole thing works

The whole path from turning the program on to paying a referral.

The section: four tabs

At the top of the section is the main toggle that turns the whole program on and off. Below, four tabs. Start with "Settings", while "Overview" is your daily glance at the status.

The four numbers at the top answer "how's it going": how many referrals you have, how many customers they brought, how much you've paid, and how much you owe now. Below, the link with a "Copy" button to send to new people, and a table of fresh customers from referrals.

Referrals and application moderation

The "Referrals" tab holds the full list of people. You can filter by level, search by name, and clicking a row expands that referral's customers, exactly who they brought.

The key part here is applications. You don't have to accept everyone. People sign up through the link and land in "Applications", waiting for your decision.

Payouts: the platform counts, you pay

The "Payouts" tab shows how much you owe and to whom right now. Once you've paid a referral to a card or wallet, you come here and tap "Pay out" so the platform clears the debt and stops showing it.

Settings: where to start

This is the control panel, and you start here. Here's what you set up.

What an agent is

An agent is your AI employee that talks to customers in messengers on its own. A customer writes in Telegram, WhatsApp, or Instagram, and the agent answers for you: advises, guides through the funnel, accepts document photos, writes data into the customer card.

The "Agents" section is where you create agents, set who they are and how they talk, connect messengers, give them knowledge, and set working hours. Here's what an agent can do.

The agent list

The first thing you see in the section is the list of your agents. Each card shows the essentials at a glance: the agent's name, what it does, whether it's working now, which messengers it's on, and how many customers have gone through it.

An agent is built in a dialogue

You don't fill a long form for a new agent. Instead SYNQ AI asks questions and you answer. At the top, a five-step progress: Profile, Behaviour, Funnel, Knowledge base, Channels. It fills as you answer.

Questions often have ready options, tap them or type your own. At the "Channels" step, instead of a field there's a messenger banner with "Skip" and "Connect" buttons. Once there's enough, the "Save" button at the top becomes active.

Agent settings: five tabs

A tap on an agent opens its settings. They're spread across five tabs. Let's go through each and pause on what matters.

Main: role, greeting, and delay

On the "Main" tab you describe who your agent is and how it behaves. Here you set a note for your team (customers don't see it), language, greeting, and most importantly, the role and behaviour instructions. The role is the agent's "brain": who it is and how it thinks. The instructions are the rules of style, tone, and limits.

It's a pause before replying. The agent waits the set time while the customer finishes their messages, and answers them all in one reply. The difference is obvious.

Agent behaviour: three toggles

Right here, in "Main", you set how the agent reacts to a live operator. This matters: without these settings the agent would talk over a person.

Knowledge: so the agent doesn't make things up

The "Knowledge" tab gives the agent facts, so it answers from your information rather than inventing. There are two types, and the difference matters.

Images: the agent understands photos

One of the most powerful features. Customers constantly send photos: a passport for paperwork, a receipt, a product photo "got this one?", a photo of a breakage. The agent handles them along a simple chain.

Hours: the agent answers on schedule

On the "Hours" tab you set working time. Outside the schedule the customer gets an auto-reply you write. There's a timezone, quick presets like "Mon–Fri 9:00–18:00", and a per-day schedule.

Channels: where the agent works

The "Channels" tab shows every messenger the agent is connected to and each one's status. You can connect a new one right here, without BotFather or manual setup. If something's wrong with a channel, you'll see it at once.

The SYNQ AI assistant: setup in plain words

This is what lets you skip manual settings entirely. Inside every agent there's a built-in SYNQ AI assistant. You don't hunt for the right field across tabs, you simply write in plain words what you want to change, and the assistant finds and changes the setting itself.

Examples you can just say: "add to the greeting that we work every day", "have the agent always ask for a phone first", "write a prompt for a shop support agent", "turn on auto-restart after 10 minutes". The assistant updates the settings itself, you don't need to know which tab a field is in. It works by text and by voice.

Pause, copy, and delete

The settings header has a "three dots" button. It opens actions for the whole agent.

Today you can build a sales and support AI agent three ways: stitch it yourself from different services, order it from a contractor, or take a ready AI-agent service. Each path has a cost, often higher than it looks at the start. Let's go through all three, then how SYNQ differs.

Three ways to build an agent, and why they stall

The SYNQ approach: an agent sets up your agent

What you get in one product

The separate parts exist across different services. Together, in one product, they rarely come. In SYNQ they come as a bundle.

You've completed the whole course. You now understand how to build an employee, tune it with edits and Sherlock, connect channels, take payments, and run broadcasts. You've covered the CRM, the chat, agents, the team, and both programs, partner and referral. What's left is applying it to your business.

One thing remains. In the next and final step, you'll get the SYNQ integrator certificate. If you've completed the course, you already know the platform better than most, and you can set it up not only for yourself but for other businesses too.