🧑🤝🧑Workspace Setup Guide
A guide for admins setting up their CustomerIQ workspace
Welcome to CustomerIQ!
You've taken the first step toward building a revenue platform that doesn't just assist your team—it amplifies them. Unlike point solutions for email or calls, or even Gong for revenue intelligence, CustomerIQ brings it all together in the most flexible platform available.
What you're about to build: Not just an assistant, but a virtual employee trained on your business, your processes, and your expertise.
Time to value: Your team will see benefits today. Full customization typically takes 1-2 weeks as the AI learns and you add training data.
The Setup Sequence
Your team can start using CustomerIQ immediately with sensible defaults, but you'll want to customize these four areas to make your AI assistants truly yours. We recommend this order:
Inbox Categories
Call Coaching
Knowledge Base
CRM Property Extraction
Note: Team members can connect their email and start using CustomerIQ while you configure these settings in parallel.
1. Inbox Categories
Why this matters first: This is how every team member's assistant will organize and prioritize their inbox with labels—and which conversations get logged in CustomerIQ for later analysis and coaching.
What you've already done: During onboarding, you selected a category pack. Now it's time to fine-tune.
Steps:
Navigate to Workspace Settings > Inbox Categories
Review the default categories from your selected pack
Customize categories based on your team's workflow:
Add custom categories specific to your business (e.g., "Policy Renewals," "Claims Follow-up")
Decide which categories should be logged for reporting and coaching
Set priority levels for each category
Pro tip: Start with 5-8 core categories. You can always add more as patterns emerge in your team's conversations.
Common mistake to avoid: Don't over-categorize on day one. Let the defaults work, then refine based on what you see in the first week.
2. Call Coaching
Why this matters: Every call your team takes will be classified, transcribed, and scored. This is where you steer the AI to coach your reps in your style, for your business.
What happens here: You define how calls are classified (discovery, demo, objection handling, etc.) and how the AI should evaluate and coach performance on each type.
Steps:
Navigate to Workspace Settings > Call Coaching
Review default call classifications
Customize coaching prompts for each call type:
What makes a great discovery call in your business?
What objections do you expect reps to handle?
What's your talk-to-listen ratio philosophy?
Set scoring criteria that matter to your team
Add example calls (optional but recommended) to help the AI understand your standards
Pro tip: Your prompts can be as specific as you want. "Coach reps to use the SPIN methodology" or "Flag when reps don't mention our 24-hour claims turnaround" both work perfectly.
Remember: This is your unique advantage. Most platforms give you generic coaching. CustomerIQ lets you build a coach that thinks like you.
3. Knowledge Base
Why this is transformative: This is where your assistant becomes an expert employee, not just a helper. Every snippet you add here becomes available to your team's AI assistants when drafting emails, answering questions, and handling conversations.
What to add:
Product knowledge and specs
Insurance policy details and coverage explanations
Common FAQs and approved responses
Company processes and procedures
Competitive differentiators
Objection handling frameworks
Compliance and regulatory language
Steps:
Navigate to Workspace Settings > Knowledge Base
Click "Add Snippet"
Give it a clear title (your AI will search by title)
Paste or write the information
Add tags to help the AI find it when relevant
Pro tip: Use CustomerIQ's "Views" to see what questions your team gets asked frequently. These are perfect candidates for knowledge base training.
The evolution: Week 1, you might have 10-20 snippets. After a month, teams typically have 100+. This is when your assistant truly becomes a virtual employee who "knows" your business.
Common mistake to avoid: Don't dump everything at once. Add high-impact information first (your most common customer questions), then expand gradually.
4. CRM Property Extraction
Why this completes the picture: Your AI assistants are already reading every email and listening to every call. Now tell them which data points to automatically update in your CRM.
What this means: No more manual data entry. CustomerIQ extracts and updates the properties you care about.
Steps:
Navigate to Workspace Settings > CRM Integration
Ensure your CRM is connected (Salesforce, HubSpot, etc.)
Map CustomerIQ fields to your CRM properties:
Contact information updates
Deal stage movements
Next follow-up dates
Custom fields specific to your business
Set update rules (when should CustomerIQ write vs. suggest?)
Test with a sample conversation
Pro tip: Start conservative with auto-updates. You can always expand what gets written automatically once you trust the accuracy.
What Happens Next
For you: Check your Performance Reports daily in the first week. You'll see patterns in how your team communicates, common bottlenecks, and coaching opportunities you never had visibility into before.
For your team: They're already using their AI assistants. You'll start seeing:
Faster response times
More consistent messaging
Better follow-through on tasks
Improved call performance
Expect iteration: The first 1-2 weeks will involve the most tweaking as you refine categories, adjust coaching prompts, and add knowledge. This is normal and exactly how you build a virtual employee tailored to your business.
Getting Help
If assistants aren't acting as expected:
Adjust inbox categories and classification logic
Refine writing prompts in assistant settings
Add more training data to your knowledge base
Remember: CustomerIQ is the most flexible revenue platform available because you can steer the AI precisely how you want. Use that power.
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