Sonny Setup Guide: Consolidating Your Support Apps Without the Headache
Sonny Setup Guide: Consolidating Your Support Apps Without the Headache
*Disclosure: This post contains affiliate links. If you buy through them, I may earn a commission at no extra cost to you. #ad*
—
You know the moment I’m talking about: a customer says “I messaged you on [platform] yesterday” and you have no idea where that message went. Because it’s in one of the five apps you check in rotation, and you genuinely lost track.
Consolidating support sounds like a weekend project. In practice, with the right tool, it’s an afternoon. Here’s the setup path I took with Sonny, so you don’t have to stumble through it.
Before you start: what you actually need
Grab a list of every place customers currently reach you. Email, live chat, social DMs, WhatsApp, a contact form — write them all down. This list is your migration plan. You can’t consolidate what you haven’t inventoried.
Also decide who’s on the team. Even if it’s just you today, knowing whether you’ll add people later affects how you set up roles and shared inboxes now.
Step 1: Create your workspace
The first screen asks for your business name and a few basics. Keep it simple — you can change everything later. The workspace is just the container for all your channels and conversations.
Step 2: Connect your channels, one at a time
This is the core of the whole setup, and the order matters. Start with your highest-volume channel first — for most people that’s email or live chat.
Email: Add the inbox, verify ownership, done. This becomes the backbone of your unified view.
Live chat: Generate the widget code, paste it into your site. If you’re on WordPress, that’s a header injection away. If you’re on a page builder, there’s usually a custom HTML block that’ll take it.
The rest: Social DMs, WhatsApp, whatever else you listed — connect them through the integrations panel. Each one is the same pattern: authorize, connect, confirm messages flow in.
Do them one at a time and test each one before moving on. “I’ll test it later” is how you end up with a silent channel and a customer who thinks you’re ignoring them.
Step 3: Turn on AI responses for the repetitive stuff
Here’s the setup mistake everyone makes: turning AI responses on at full strength and letting it answer everything. Don’t do that.
Start conservative. Let it draft responses, but keep yourself in the loop. The predictable questions — order status, hours, returns — are where it earns its keep. The weird, specific, emotional questions are where you should be typing personally anyway.
The workflow I landed on: AI drafts, I review, I send. After a week you’ll know which question types you can trust it with unedited. That’s the moment you stop being its babysitter.
Step 4: Set up your team (if you have one)
Add your people, assign roles, and set up the shared inbox. The key setting here is assignment — making sure every conversation has an owner, so nothing sits in a no-man’s-land where everyone assumes someone else is handling it.
If you’re solo, skip this step. Come back when you hire.
Step 5: Check the reporting
Give it a few days of real traffic before you trust the numbers. The reporting only means something with data behind it. Then look for the pattern: which three questions eat most of your time. That’s your FAQ backlog, and answering them on the front end is how you cut ticket volume.
Common mistakes I made so you don’t have to
Connecting everything at once and testing nothing. Connect one, test it, connect the next. Five minutes of patience saves an afternoon of confusion.
Letting the AI answer emotionally charged messages. It doesn’t have your judgment. Review those.
Not telling customers about the new channel. If you add live chat, put a “we’re faster here” note on your contact page. A consolidated inbox only helps if people use the front door instead of five side doors.
Forgetting the old channels still get messages. Until you redirect people, your old inboxes aren’t dead. Keep checking them for a transition period — or you’ll lose exactly the messages you consolidated to save.
The honest caveat
Sonny is an early-stage product, and early products change. A setup you do today might look slightly different in six months as features evolve. That’s the trade you accept with a Radar-stage tool and a lifetime price. The upside: you’re not locked into a subscription, and the team building it is still actively shaping it.
Wrapping up
Consolidating support isn’t glamorous, but it’s one of those changes you feel immediately — the first day you realize you haven’t alt-tabbed in hours.
The setup is an afternoon, the payoff is every day after. If your support is scattered across five tabs, that’s the problem worth solving this week:
*#ad — Affiliate links included.*
💬 Sonny setup: consolidate support without the headache
Sonny is still on a lifetime deal at AppSumo — grab it before the price bumps.
Free: 5 UGC Ad Scripts That Convert
Before you go — grab our free PDF sample with five UGC ad script structures you can adapt today. It is a free sample from our 15-template pack, and checkout costs nothing: we just email you the download link.
More Reviews You Might Like
Comparing options? Read our Sonny Live Chat review and agencies roster guide to see how they stack up.
More Free Resources
Want more free tools, prompt packs and templates? Browse the Free Library – 30+ free resources, no strings attached.
