Set up ResponseCX

Connect integrations, configure an agent, and get a first workflow resolving safely.

Set up ResponseCX

The path from an empty workspace to an agent resolving real tickets. The ordering below is deliberate — each step de-risks the next.

Prerequisites

• A StateSet account with API access
• ResponseCX enabled for your workspace
• Credentials for the commerce and CX systems you want the agent to reach

1. Connect integrations

The agent can only act on systems it can see. Connect your commerce platform (orders, inventory) and your CX tool (ticket ingestion) first.

curl "https://api.stateset.com/v1/tenants/$TENANT/integrations" \
  -H "x-stateset-api-key: $SYNC_API_KEY"

See Integrations — 186 are available natively.

Verify a read works before configuring anything else. If the agent can’t retrieve an order, no amount of policy tuning will help — and the symptom looks like an agent problem rather than a credentials problem.

2. Configure the agent

Set the model, and — more importantly — the boundaries:

Setting	Why it matters first
allowed_intents	An allow-list. Keep it narrow; the agent acts only on what you approve
agent_takeover_phrases	Phrases that hand control to a human immediately
health_concern_keywords	Forces escalation on medical or safety language
escalation_team_id	Who receives escalations
temperature	Low for anything quoting policy or amounts

Full field reference: Settings.

3. Start read-only

Run a workflow that answers rather than acts. WISMO is the right first choice — high volume, and the resolution is information rather than a consequential action.

See Workflows.

4. Add write actions behind the gate

Once reads look right, enable actions — with the review gate in front of anything consequential. Refunds at or above the High-Value Action threshold ($100 by default) require human approval.

Don’t enable refunds and remove the review gate in the same change. If something goes wrong you won’t know which caused it — and one of the two moves money.

5. Verify and watch

Confirm the agent retrieves customer context and responds in a test conversation. Then watch real traffic before widening allowed_intents.

What to watch	Where
Outcomes produced and disputed	Outcome Accounting Dashboard
Escalation rate	Rising means the agent is correctly refusing, or the policy is too tight
Approval rate at the gate	Falling means the agent is proposing things it shouldn’t

A rising escalation rate isn’t automatically bad. An agent that escalates instead of guessing is working — and triage is itself a billable outcome. Compare it against the dispute rate to tell caution apart from a policy that’s too narrow.

Troubleshooting

Symptom	First check
No context returned	Integration credentials and permissions
Agent errors	Rate limits and policy configuration
Agent stays silent	Skip rules — skip_tags, skip_channels, allowed_intents
Action proposed but never executed	Awaiting review-gate approval, not failed
Right answer, wrong tone	temperature, and the system prompt

Related

• ResponseCX Platform
• Workflows
• Workflow Studio
• Public API