Setup & getting started

Welcome. This guide walks an agency through installing and configuring the support layer — a branded help center, tutorial-video library, an in-app support widget, and a prioritized help desk, all under your brand.

Before you begin

• An active agency account on your platform, with at least one sub-account (client) to enable support for.
• Your brand assets: a logo (light and dark), your accent color, and — optionally — a custom domain for your help center.

Step-by-step

1. Install the app. From your agency marketplace, install the support app. Installs are agency-controlled — you decide which of your sub-accounts it applies to.
2. Authorize access. Approve the requested permissions so the app can read your account structure and surface the right help in the right place. Nothing is shared outside your account.
3. Set your branding. Upload your logo and pick your accent color. Every client-facing surface — the help center, the widget, the ticket experience — takes on your brand automatically. Your clients see you, never us.
4. Turn on the support widget. Enable the in-app widget for your sub-accounts. It appears as a branded bubble that surfaces the right article, video, or guided tour for whatever screen your client is on.
5. Choose what's visible. Decide which docs and videos each plan tier can see, and which features show as locked with an upgrade nudge — turning your help center into a quiet upsell engine.
6. Set up your team & routing. Add your support agents and choose how incoming tickets are routed — by plan, by feature area, or by account — so the right specialist gets the right ticket automatically.
7. Point clients to their help center. Share the help-center link (on your domain, or ours) and let the in-app widget do the rest. Your clients self-serve; your team handles only what truly needs a human.

Need a hand?

We're happy to help you get set up. Email help@somewhitelabel.com or visit the Help & Support page.