30. Touchpoint Wizard

The Touchpoint Wizard is the guided authoring flow for creating a customer-facing FAQ touchpoint. It separates setup, source selection, generation, curation, lead handover and go-live.

When To Use The Wizard

Use the wizard when you want to create a new FAQ touchpoint or edit an existing touchpoint with a guided checklist.

Current product state:

FAQ touchpoints are the main self-serve wizard path.
Chat Advisor and Infobox cards can appear as future or guided options depending on the environment.
Live or paused touchpoints open in edit mode and can show an edit banner.

Step 1: Basics LIVE

Configure:

touchpoint name,
optional internal description,
customer-facing widget headline,
customer-facing widget subtitle,
linked personas.

Choose personas carefully. Persona selection affects BIQ selection, tone, analytics and lead interpretation.

Step 2: Output And Persona Detection LIVE

Choose how answers appear on the customer page.

Output forms can include:

chip cluster,
floating widget,
inline block.

The wizard also controls persona detection:

explicit question,
pre-selection,
hybrid detection.

Hybrid is the default in many setups because it can combine URL/referrer context, classification and user switching.

End-customer question input can be enabled where plan and product state allow it. Passive mode collects questions for follow-up. Active mode can open chat and produce a live answer from material and persona context.

Step 3: Method Choice LIVE

Choose how BIQs should be created.

Method	Use when	Cost profile
Manual	You want to write every question and answer yourself.	No AI cost.
Generate from material	You have strong material and want fast generation.	Lower cost.
Klariton curated / Premium	The topic is complex, high-value or compliance-sensitive.	Higher cost and longer runtime.

Method choice affects the next step and the generation pipeline.

Step 4: Sources And Pipeline LIVE

The wizard routes Step 4 based on the selected method.

Manual path:

write questions and answers directly,
use this when you already know the exact wording,
no LLM transfer is needed.

Material path:

select existing material,
crawl URLs,
use products as context,
generate BIQs from the selected evidence.

Premium path:

uses a multi-agent or higher-quality pipeline where enabled,
can include external research and critique/polish steps,
is intended for critical touchpoints or high-value product areas.

Before starting generation, make sure material is processed. Starting from weak or missing material creates weak BIQs and can still consume budget.

Step 5: Curation LIVE

Curation is the mandatory review gate.

Use it to:

inspect generated BIQs,
edit question and answer text,
assign personas,
check confidence,
review sources,
accept,
reject,
reorder,
regenerate where supported.

Only accepted/live-eligible BIQs should appear in public touchpoints. Generated content is not automatically trusted.

Step 6: Lead Handover LIVE

Configure how leads are handled per persona or touchpoint.

Common options include:

email recipient,
call-to-action,
skip lead action for read-only personas.

The organization default lead recipient can be used where a touchpoint does not need a separate address.

Step 7: Go Live LIVE

Before publication, verify:

selected output mode,
personas,
public URL context,
production domain,
staging URL support,
embed path,
preview iframe,
lead recipient,
accepted BIQs.

Then publish the touchpoint. After go-live, copy the current embed snippet from the Studio and test it on the real page.

Edit Mode

When a touchpoint is already live or paused, the wizard can open in edit mode. In edit mode, you can jump between steps more freely because the touchpoint already has data.

In the first draft run, forward jumps can be restricted so users do not land on empty downstream steps before required data exists.

Wizard Best Practices

Start with one clear touchpoint before scaling.
Keep the first touchpoint narrow: one product group, one page type, one use case.
Use strong material before generation.
Review every BIQ before publication.
Use Premium only for topics that justify the cost.
Test the final embed in staging and production.
Run SafeGuard and Test Center after major changes.

Troubleshooting

The Curation Page Is Empty

Check whether Step 4 actually generated or saved BIQs. If material was not processed or no product/touchpoint context was available, generation can produce no publishable output.

I Cannot Jump To A Later Step

Draft touchpoints can block forward jumps until earlier steps are complete. Complete the current step first.

BIQs Are Not Visible After Go-Live

Check:

BIQs are accepted/live-eligible,
the touchpoint is live,
the embed uses the correct slug,
the production or staging origin is allowed,
the requested locale has current content or a valid fallback.