Docs for admins and agents.

Quick start for admins

You can be set up in minutes. Work through these steps in order.

1. Install Toser

   Go to the install page and click Add to Chrome. Until the Chrome Web Store listing is live, use the preview build described in this section.

2. Pin Toser

   Click the puzzle icon in the Chrome toolbar and pin Toser, so it's one click away.

3. Open the side panel

   Click the Toser icon in the toolbar, or press Alt + Shift + T.

4. Create your account

   In the side panel, enter your work email address and choose a password. Your 14-day trial starts when you create the workspace. No card needed.

5. Verify your email

   Open the verification link we send to that address, then return to the side panel. Didn't get it? See Troubleshooting.

6. Name your workspace

   Use your company name. You can change it later in Settings in the side panel.

7. Add your first policy

   Add your terms, refund policy, privacy policy, shipping policy and any other document your agents rely on. See Adding policies.

8. Try a question

   Ask a question the way a customer would. Check that the answer cites the clause you expect before you invite anyone.

9. Invite your team

   Invite teammates by email. Each person installs Toser, creates an account with the same email address, and accepts the invitation in their side panel. See For agents.

Adding policies

In the side panel, you can add a policy in three ways: paste the text, upload a file, or import a page by URL.

• Paste. Copy the text and paste it in. For Word files, open the document, copy the text, and paste it.
• Upload. PDF, TXT, Markdown (MD) and HTML files.
• Import from URL. Enter the address of a public page. Toser fetches it and turns it into text. Private network addresses are blocked.

Tips for better answers

• Keep numbered headings. Headings such as "4.2 Refunds" help Toser find and cite the right clause.
• One document per policy. Keep your refund policy and your terms separate. Citations are easier to read that way.
• Pick the closest type. Terms, refund, privacy, shipping, SLA, acceptable use or other.
• Update when policies change. Replace the document, and Toser re-maps the clauses as soon as you save.

For agents

Agents use Toser from the Chrome side panel, next to the helpdesk they already use.

1. Install the extension

   Install it from the Chrome Web Store, or use the preview build in this section until the listing is live.

2. Open the side panel and create your account

   Click the Toser icon in the toolbar, or press Alt + Shift + T. Create an account with the email address your invitation was sent to. Use that same address.

3. Verify your email

   Open the verification link in the email we send, then return to the side panel.

4. Accept the invitation

   In the side panel, accept the invitation to your workspace. You need an invitation first.

5. Ask a question

   Paste the customer's message into the question box, then press Ctrl + Enter (or Cmd + Enter on a Mac).

6. Read the rule, then the reply

   The matching clause appears first, with the exact words highlighted. The suggested reply sits underneath. Pick Cite clause to name the section in the reply, or Just answer to leave it out. Your admin sets the default.

7. Copy or insert

   Copy the reply, or insert it into the reply box. If insert doesn't work in your editor, use Copy.

You can also highlight text on any page, right-click it, and choose Ask Toser.

Reading an answer

Every answer comes with a confidence level, the clauses it relies on and an escalation check.

• Confidence. High means a clause clearly supports the answer. Medium means the policies cover the question, but check the details. Low means your policies say little about it, so check before you send.
• Clause cards. Each card shows where the answer comes from, such as § 4.2 Refunds, with the quoted words highlighted. Long clauses are shortened; use Read full clause to see all of it.
• Verified quotes. Quotes are checked word for word against your policy text. If a quote can't be matched, Toser shows the clause without one.
• Escalation. When your policies don't cover the question, or the case needs a person, Toser shows an escalation notice with the reason. Follow your usual process for those cases.
• Follow-up questions. Toser suggests up to three questions you could ask the customer. Ask them first when a detail matters, such as an order date.

Installing before Chrome Web Store approval

Until the Chrome Web Store listing is live, install the preview build instead.

1. Download the preview build

   Go to the install page and download the preview build. It comes as a zip file.

2. Unzip it

   Extract the zip file into a folder you'll keep. Chrome loads the extension from that folder, so don't delete it.

3. Open the extensions page

   Go to chrome://extensions in Chrome.

4. Turn on Developer mode

   Use the switch in the top-right corner of the page.

5. Load unpacked

   Click Load unpacked and select the unzipped folder.

6. Pin Toser

   Click the puzzle icon in the toolbar and pin Toser, so it's one click away.

Insights and knowledge gaps

Admins see how Toser is being used in Insights, in the Toser side panel.

• Totals. Answers, active agents, average answer time, satisfaction from agent ratings, and escalation rate.
• Hours saved. An estimate based on four minutes per answer. It's a guide, not a measurement.
• Top clauses. The clauses that answers rely on most.
• Knowledge gaps. Questions that got a low-confidence answer or were escalated. Each one points to a policy that is missing or unclear.

When you see a gap, add the missing policy or update the document, then ask the question again in the side panel.

Team and seats

• Invite by email. Choose the agent or admin role. The invitee installs Toser, creates an account with the same email address, and accepts the invitation in the side panel. Invitations stay pending until they do.
• Roles. The owner created the workspace, and the owner role can't be changed or removed. Admins manage documents, team members and billing. Agents answer questions.
• Seats. Members plus pending invitations count against your seats. On a paid plan, the total can't exceed your seat count. During the trial, the limit is 10 members.
• Adding seats. Change the seat count under Billing in the side panel. Changes are prorated.
• Removing someone. Admins can remove members. Removing a person frees their seat.

Billing

Billing is handled by Stripe, and you manage it from Billing in the Toser side panel. Only owners and admins can open it.

• Start a plan. Choose the number of seats and monthly or yearly billing. Stripe Checkout opens in a new tab, where you pay.
• Manage your subscription. Billing opens the Stripe customer portal in a new tab. Update your card, download invoices or cancel there.
• Change seats. Change the seat count from Billing in the side panel. Changes are prorated.
• VAT. VAT is added where it applies. EU businesses can enter a VAT ID at checkout.
• Trial. The 14-day trial needs no card. When it ends, a plan is needed before answers continue.

Keyboard shortcuts

Troubleshooting

"Didn't get the verification email"

Check your spam or junk folder. If it isn't there, select Resend in the side panel to get a new verification link.

"Subscription required"

The trial has ended, or no plan is active. An owner or admin can start a plan under Billing in the side panel. Agents can't change this themselves.

Insert doesn't work in my helpdesk

Some editors don't accept inserted text. Use Copy and paste the reply instead.

The answer says the topic is "not covered"

Your policies don't address the question. Add the missing policy, or update the existing document, then ask again. The question also appears under knowledge gaps.

Rate limit reached

Each user can ask up to 30 questions a minute. Wait a moment and try again.

Contact support

Still stuck? Use the contact form and choose Support. Include your workspace name and what you were doing when the problem happened.

Contact support