# Set up your workspace

From a new account to an agent answering your customers, step by step.

## Before you start

| You need | Detail |
| --- | --- |
| An account | Sign up at [median.sh/sign-up](https://median.sh/sign-up) |
| The admin or owner role | Only admins and owners create keys, edit the agent and add knowledge. See [Roles and permissions](/articles/roles-and-permissions) |
| The Standard or Pro plan, with credits | AI replies need a paid plan. On Explore, or with no credits left, every message goes to your team. See [Plans](/articles/manage-your-plan-and-credits#plans) |

## Set up

1. **Create an organization**

   A new account opens on **Create an organization**. Enter an
   **Organization name**. The **Slug** fills in from it. Press **Create
   organization**. You become its owner.

2. **Pick a plan**

   Choose Standard or Pro on **Settings → Billing**. See
   [Manage your plan and credits](/articles/manage-your-plan-and-credits).

3. **Set up the agent**

   Give it a **Name** and a **Personality** on **Agent → Profile**. Each field
   saves when you leave it. Choose what it may do alone on
   **Agent → Behavior**. See [Set up your agent](/articles/set-up-your-agent).

4. **Teach it**

   Open **Knowledge**, press **New**, then **Write a document**. Write an
   answer your customers need and press **Save**. Or connect what you already
   have: Notion, a GitHub repository, a docs site or a website. See
   [Build your knowledge base](/articles/build-your-knowledge-base) and
   [Connect knowledge sources](/articles/connect-knowledge-sources).

5. **Put the widget on your site**

   **Channels → Widget** shows the install steps. Your developer adds it
   with a key from **Settings → API**. See
   [Install the widget](https://docs.median.sh/installation) in the developer
   docs.

6. **Open more channels**

   Turn on [email support](/articles/set-up-email-support), connect
   [Discord](/articles/set-up-discord-support), or publish a
   [help center](/articles/set-up-your-public-site) with a support page.

7. **Invite the team**

   Use **Invite members** on **Settings → Members**. Members can work the
   inbox straight away. See
   [Manage workspace settings](/articles/manage-workspace-settings#members).

## Send a test message

Try the widget before your developer installs it: create a key on
**Settings → API** and press **Try the widget** in the dialog, or open
`https://median.sh/widget?key=median_pk_...` with your public key. The page
shows **Your live widget** and the real widget.

Ask something your document answers. The widget asks for an email before the
first message, and the agent replies in the panel. On **Home**, the thread is
in the queue's **Open** view, under **Handled by**, followed by your agent's name.

## If it does not answer

| Cause | What you see | Fix |
| --- | --- | --- |
| Explore plan, or no credits | The widget says "I've asked a teammate to step in. Someone will be with you shortly." The thread is under **Needs a person** | Upgrade or add credits on **Settings → Billing** |
| Empty knowledge | The agent answers only what it can confirm and hands the rest to your team | Add a document in **Knowledge** |
| No launcher on your site | The widget is not installed, or has the wrong key | See [Fix widget problems](/articles/fix-widget-problems) |