FAQ
Short answers to common questions about SI Desk.
Do I need Mythic Analytics?
Yes. The chat uses Mythic Analytics to recognize each visitor, and it does not appear without the Mythic pixel on the page. See Install the widget.
Do I need my own email server?
No. Without one, SI Desk sends your emails from an SI Desk address with your brand name, and customer replies come back to your inbox. See Email.
Do I need an AI key?
Only for automatic labels, the assistant and quality scores. Everything else works without one. The key is from OpenRouter, and AI usage is billed to it.
Can the assistant reply after my team has?
No. As soon as a teammate replies, the assistant stops answering that conversation.
Can customers see notes?
No. Notes are only for your team.
Can I run more than one business?
Yes. Each business has its own inbox, team, brand and settings. Switch between them from the business name at the top of the screen.
How do I get a new business?
The SI Desk team creates businesses. If you are signed in to SI Desk, ask us from the chat button in the corner of the app. You need an invitation to create an account.