Learn Harborne AI, one guide at a time

1Create your account & start the free trial

This sets up your workspace and starts a 7-day free trial. You add a card to start, but aren't charged until the trial ends - cancel anytime.

1. 1Click “Get started” and open the sign-up form.
2. 2Fill in your business name, full name, email and a password (at least 8 characters).
3. 3Add your phone number (optional), then tick the box agreeing to the Terms and Privacy Policy.
4. 4Click “Start my free 7-day demo”. A pop-up will ask you to confirm your email.
5. 5Open the email from Harborne AI and click the confirmation link, then come back and sign in.

Didn’t get the email? Wait a minute and check your spam folder before requesting another.

2Claim a phone number

This is the UK mobile number your agent uses to answer both calls and texts.

1. 1In the left sidebar, open Phone Numbers (under “Build”).
2. 2Optionally type a few digits (e.g. 7700) to filter, then click “Search”.
3. 3Pick a number from the list and click “Claim”.
4. 4Enter the holder details (name, email and address) used to register the number.
5. 5Click “Claim this number”. It then appears at the top marked “Active”.

Basic includes one number; Intermediate and Enterprise allow more. You can release a number later, but not while it’s connected to an agent.

1Create a knowledge base

This is the information your agent uses to answer questions: services, prices, opening hours and common questions.

1. 1Open Knowledge Base in the sidebar, then click “New”.
2. 2Give it a clear name, e.g. “Services & pricing”.
3. 3Paste in your content: what you offer, prices, hours, location and common questions with answers.
4. 4Click Save. You can come back and edit it any time.

Write it the way you’d explain things to a new receptionist: short, factual and specific.

2Use it in an agent or chat widget

A knowledge base only takes effect once an agent is pointed at it.

1. 1Open your Voice AI agent (or chat widget) and find the Knowledge base setting.
2. 2Select the knowledge base you created, then save.
3. 3Update the knowledge base any time - agents use the latest version on their next conversation.

1Build your Voice & SMS AI agent

This is the assistant that answers your calls and texts. It goes live the moment you save it.

1. 1Open Voice & SMS AI in the sidebar, then click “New”.
2. 2Give the agent a name and choose a voice (use the play button to preview it), then pick a language.
3. 3Write the greeting (the first thing callers hear) and a prompt describing how it should behave and what it helps with.
4. 4Under Knowledge base, select the one you created.
5. 5Under Phone number, choose the number you claimed so the agent answers on it.
6. 6Under Contact details, choose what the AI should collect before helping. Name and email are checked by default; add phone for callbacks or SMS follow-ups.
7. 7Click “Create voice agent” to take it live.

Your agent answers several callers at once - up to 2 calls at a time on Basic, 5 on Intermediate and an elevated number on Enterprise. If every line is busy, extra callers leave a voicemail that's transcribed into your Conversations inbox and emailed to you. You can also add a call script, lead-qualification questions and call-routing rules in the same form.

2Test it before sharing

Try it two ways from the agent’s Test page so you know exactly what customers will experience.

1. 1Open Voice & SMS AI and click “Test” on your agent.
2. 2On the “Call my phone” tab, type your number in international format (e.g. +44 7700 900123), click “Place test call”, then answer your phone.
3. 3On the “Test in browser” tab, click “Start conversation”, allow microphone access, and just talk.
4. 4Click “End conversation” when done. Adjust the prompt or knowledge base if anything sounds off, then test again.

The browser test works even before a phone number is attached - handy for quick checks.

1Add your sender address

Tell Harborne AI which address your emails should come from.

1. 1Open Settings → Account → Email sender.
2. 2Enter a Sender name (your business name) and a Sender email on your domain, e.g. hello@yourdomain.com.
3. 3Click “Save sender”.
4. 4Emails actually send from a dedicated subdomain (e.g. mail.yourdomain.com) - this protects your domain’s sending reputation.

2Add the DNS records at your domain host

Three records (SPF, DKIM and a tracking CNAME) prove you own the domain so providers trust your email.

1. 1After saving, the records appear right below the form.
2. 2Open your DNS host (Hostinger, Cloudflare, Namecheap, GoDaddy…) and add each one.
3. 3Use the Name shown - the short form (e.g. “mail”). Most hosts add your domain automatically; the full hostname is shown in grey if your host needs it.
4. 4Use the copy button on each value to avoid typos. Don’t change the values.

DNS changes can take a few minutes up to 24 hours to propagate. The status updates per record.

3Verify and go live

Once the records are in, Harborne AI confirms them automatically.

1. 1The page re-checks every 20 seconds while records are pending - or click “Check verification now”.
2. 2When all three records show Verified, your domain is active.
3. 3Appointment and campaign emails now send from your own address.

Need to change it later? Use “Clear” to swap the address, or “Remove domain” to disconnect it entirely.

1Add team members

Your Voice AI and chat widgets offer these names and record who each appointment is with.

1. 1Open Settings, then open the Team section.
2. 2Enter a team member’s name, an optional role (e.g. “Senior stylist”), and their email address.
3. 3Click “Add”. Repeat for everyone customers can book with.
4. 4Use “Hide” to take someone off booking temporarily, or “Remove” to delete them. Past appointments keep their name.

Give each member an email and they’re notified automatically whenever an appointment is booked with them.

1Book an appointment

Add a booking and Harborne AI handles the client messages for you.

1. 1Open Appointments in the sidebar, then click “New”.
2. 2Enter the client’s name, phone number, optional email, service, and date and time.
3. 3Choose a team member for the booking. If they have an email on file, they’re notified straight away.
4. 4Save. A confirmation goes to the client immediately by SMS and/or email where those details are available.
5. 5The client automatically gets a 24-hour reminder and a rebooking prompt afterwards. Use “Remind” to send one manually.

2Customize and toggle each message

Every appointment message can be reworded or switched off, independently for SMS and email.

1. 1Open Settings → Appointment messages.
2. 2Each message - booking confirmation, 24-hour reminder and rebooking prompt - has its own card on the SMS and Email tabs.
3. 3Use the toggle in a card’s header to turn that message on or off (all on by default).
4. 4Edit the wording below; leave it blank to use the default. The live preview shows exactly how it reads.

Placeholders {name}, {service}, {date} and {time} are filled in automatically for each client.

1Create and install the widget

Visitors get instant answers, and conversations land in your inbox alongside calls.

1. 1Open Chat Widget in the sidebar, then click “New”.
2. 2Customize the look, intro wording and visitor details the AI should collect (name and email are checked by default).
3. 3Choose the knowledge base the widget should use, then save.
4. 4Copy the provided code snippet.
5. 5Follow the install steps shown for Shopify, WordPress, Wix, Squarespace, Webflow or a custom site.
6. 6Install the snippet once in your site-wide footer or body-end code area, then publish and test the live site.

Basic includes one chat widget; Intermediate allows up to 3 and Enterprise an elevated number. Use the Chat Widget page to edit one or copy the snippet again.

1Send a campaign

Keep your contacts in one place and reach the right people in a few clicks.

1. 1Open Clients, then add or import your contacts and group them into segments.
2. 2Open Campaigns and click “New”.
3. 3Choose the channel - SMS or email - then target all clients, a segment, or specific people, and write your message.
4. 4Send it now, then review the results back in your Conversations inbox.

Campaigns are part of the Intermediate plan. Outbound AI calling is an Enterprise channel - it leaves a voicemail-aware AI call instead of a text. Upgrade any time from Settings.

1Connect more channels

Answer customers wherever they message you, all from the same inbox.

1. 1Open Channels and connect WhatsApp, Facebook Messenger and Instagram.
2. 2Your AI replies on these channels with the same knowledge and context it uses for calls and texts.
3. 3Replies appear threaded in Conversations next to that contact's other messages.

2Monitor live and take over

Step in the moment a customer needs a person - the AI pauses while you reply.

1. 1Open Conversations and switch to the Live tab to see active chats, texts, social messages and calls in real time.
2. 2Click Take over to pause the AI and reply yourself; hand it back when you're done.
3. 3If a customer asks for a human, the thread is flagged and you're alerted by a nav badge, a bell, a toast and email.
4. 4For phone calls, use Transfer to my phone to send the live call to your mobile.

Alerts follow you across tabs - the browser tab title and favicon show a badge when someone needs you.

3Let the AI work outbound

Reach clients proactively and build automations without writing rules by hand.

1. 1Use outbound AI calling for appointment reminders and follow-up campaigns - calls are voicemail-aware.
2. 2Open Workflows and describe what you want in plain English to build an automation with AI.
3. 3Review the generated steps, then save and activate the workflow.