📖Welcome to OnRaven
OnRaven is your one place to talk to customers. Think of it like a big desk where all your chats from your website, WhatsApp, Messenger, and more show up in one list. You can also build little robot helpers (bots) that reply automatically so you don't have to type the same things over and over.
Who is this for?
Small and mid-size teams that want one inbox for website chat, WhatsApp, Messenger, Instagram, SMS, or email.
People who want to automate common replies (FAQs, opening hours, lead routing) with simple flows.
Anyone who was given an OnRaven account by their company or admin and needs to get started quickly.
You don't need to be technical. This guide explains everything in plain language and step-by-step.
What you can do
Mobile App
Install OnRaven on your phone and reply to customers, manage campaigns, and handle billing on the go. Works on iPhone and Android — no app store needed. → Install the mobile app
One Inbox
See and reply to messages from your website chat, WhatsApp, Facebook Messenger, Instagram, SMS, and email in a single list.
Bots (workflows)
Build conversation flows: "Say hi → ask a question → send a link or hand off to a human." The bot follows the script so you don't have to repeat yourself.
AI Assistant
Create AI agents that answer customer questions using your documents and FAQs — no scripting needed.
Channels & Integrations
Connect where your customers are: add a Web Chat widget to your site, or connect WhatsApp, Messenger, Instagram, etc. Each connection is a "campaign."
Contacts
View and manage people who have talked to you: name, email, phone, notes, and conversation history.
Leads Manager
Collect leads from any source (webhooks, forms, manual entry), organize them on a Kanban board, and send messages via SMS, WhatsApp, or email. → Leads Manager
Analytics & Dashboard
See how many conversations you had, how fast you replied, and how much the bot is handling.
Billing
Manage your plan, payment method, and invoices in one place.
Team
Invite teammates, set roles, and control who can see what.
MCP Tools
Connect external services (calendars, CRMs, databases) so your bots can take real actions during conversations.
Marketplace
Browse and install ready-made bot templates to get started faster.
IVR & voice calls
Build IVR Bots for phone menus and call flows; link voice numbers for inbound IVR; use the softphone for VoIP when enabled. What’s new · IVR & voice guide
WhatsApp calling
Customers can call your business on WhatsApp; agents answer in the Inbox when calling is enabled. See What’s new and Send and reply.
Key ideas (so we're on the same page)
Bot — A conversation flow you design (messages, choices, delays, handoff to a human). One bot can be used on several channels.
Channel / Campaign — A connection to a place where customers talk to you (e.g. Web Chat, WhatsApp, Messenger). Each connection is a "campaign" in the app.
Inbox — The screen where all conversations from all channels appear. You (or your bot) reply from there.
Workflow Builder — The canvas where you build a bot by dragging blocks (Start, Message, Options, etc.) and connecting them.
AI Agent — An AI-powered helper that reads your documents and answers customer questions automatically.
MCP Tool — A connection to an external service (calendar, CRM, database) that your bot or AI agent can use during conversations.
IVR Bot — A voice-call flow (phone menus, keypad, TTS, transfers). Separate from chat bots. See IVR, voice numbers & phone calls.
How to get started (the short version)
Install the app on your phone (optional but recommended) — You can use OnRaven from any browser, but installing it on your phone gives you push notifications and a native app feel. → Install the mobile app
Log in with the email and password you got from your team or admin. → Log in to your account
First time only: Set a new password, then add your billing info (name and address). We won't charge you until you add a payment method and choose a plan. → Set up your new password · Add your billing info
Create a bot — Give it a name and build its first flow in the Workflow Builder (e.g. Start → Message "Hi!" → Options "Sales" / "Support"). → Create your first bot
Connect a channel — Add Web Chat to your website or connect a social/messaging channel (e.g. WhatsApp, Messenger). Assign your bot to handle the conversations. → Connect a channel
Send a message — Open the Inbox, pick a conversation, and reply. Your bot can handle many replies for you. → Send and reply to messages
Keep iterating — Change your bot, add more channels, check Analytics and the Dashboard, and improve over time. → Keep improving your flows
What's in this guide
Mobile App — How to install OnRaven on your phone and use it on the go.
Getting Started — Login, first-time password and billing.
Core flows — Create a bot, connect a channel, send messages.
Dashboard — What you see when you land in the app.
Contacts — How to view and manage contact profiles.
Analytics — Understanding your numbers and reports.
Billing & subscription — Plans, payment methods, invoices, credits.
Team & settings — Members, roles, notifications, email identity.
Integrations — Connecting channels and external services.
Zapier & Make — Webhooks, automation rules, and recipe examples (create contact, create lead, send to CRM, etc.); Zapier and Make nodes in the Workflow Builder.
Workflow Builder (deep dive) — All node types (including Zapier, Make, Calendly, OpenTable) and how to use them.
Behavior Triggers — Automate follow-ups when contacts don’t reply, go inactive, or don’t convert (with example recipes).
Web Chat (deep dive) — Embed code, styling, and allowed domains.
Broadcasts — Sending one-off messages to a list or audience.
Leads Manager — Collect, organize, and act on leads from any source with a Kanban pipeline board.
AI Assistant — Creating AI agents and knowledge bases for automated answers.
MCP Tools — Connecting external services your bots can use.
Marketplace — Ready-made bot templates you can install and customize.
Activity Logs — Tracking who did what in your account.
API Transaction Logs — Audit trail of API and webhook traffic (Zapier, Make, etc.) for debugging and compliance.
Troubleshooting & glossary — Common issues and term definitions.
What’s new — IVR, WhatsApp calling, and other recent highlights. → What’s new
Use the sidebar to jump to any section. If something is missing or unclear, ask your admin or support.
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