Answers at 2 a.m. Tickets ready by 9.

Kala solves common problems from your help pages, one step at a time. When it can't, it opens a ticket with the details your team needs, so nobody has to ask twice.

  • SaaS
  • Online shops
  • Electronics
  • Utilities
  • Service businesses
Get early access
  1. Viewing: Help › Returns
  2. Visitor: Order #1043 arrived and the left earbud is silent.
  3. Kala: Sorry about that. Does it stay silent with another phone or cable?
  4. Visitor: Yes, I tried both.
  5. Kala: Then it's a fault, and it's covered by your 1-year warranty. I'll open an urgent ticket for the team.
  6. Ticket opened: TKT-3310Urgent · Order #1043 · Left earbud silent

What Kala does

It fixes what it can from your help content and hands the rest to your team, ready to act on.

Solves it step by step

Kala walks visitors through setup, fixes and how-tos from your help pages, one step at a time.

Opens a complete ticket

When it can't solve it, Kala logs the issue, the order or account number, and how urgent it is.

Flags what's urgent

A ticket is marked Urgent only when the visitor is blocked or money is at stake. You can change the rule.

A person can step in

Your team sees live conversations in the Inbox and can take over a chat when someone needs a human.

Tickets your team can act on.

Tickets land in CRM → Requests with the issue, the order number, the urgency and the conversation, so your team starts with everything.

  • A reference for every ticket. The customer can quote it when they write back.
  • See what was tried. The full conversation shows which steps Kala already went through.
  • Statuses you can work. Move each ticket from New to In progress to Done.
  • Reply from one inbox. Email or text the visitor back from Kala. Their replies land in the same thread.
Example request as it appears in Kala's CRM
TKT-3310
Support ticket
New
Issue
Left earbud silent on arrival. Tried another phone and cable.
Order or account number
#1043
Urgency
Urgent
Contact
Arif · [email protected]

Getting it ready

Pick Customer Support in the admin and Kala sets its greeting, the questions it asks and what it saves. A checklist walks you through the rest. During early access, we do this with you.

  1. 01

    Add your knowledge

    • Help and FAQ pagese.g. Your help center and the FAQ page
    • Return, refund and warranty policiese.g. 30-day returns, 1-year warranty
    • Shipping or service termse.g. Orders ship in 2 business days
    • Troubleshooting stepse.g. Hold the power button for 10 seconds, then restart
    • Account how-tose.g. How to reset a password or change an email
  2. 02

    Prepare

    • Who handles tickets, and your support hoursIn CRM → Requests.
    • Your urgency rulesWhat counts as Urgent for your business.
    • Who steps into a live chatWhen Kala is stuck, from the Inbox.
  3. 03

    Answer the common questions

    • Where is my order?
    • How do I return something?
    • My device won't turn on
    • How do I reset my password?
    • How long does a refund take?

Good to know

Or ask Kala. It's live on this page.

Can Kala look up a customer's order?

Not yet. It takes the order number for your team. Answering order questions from your store is on our roadmap.

Can it see what's on the customer's screen?

No. Kala knows which page and section the customer is on and what they point at, but it never sees their screen. If an error message matters, the customer can read it out or type it.

What if a customer is upset?

Kala stays calm, apologises and keeps to the facts. Your team can take over the chat from the Inbox at any time.

Does it work in other languages?

Yes. Kala replies in the language the visitor uses, by voice or text, and switches if they do.

Other use cases

Pick one as Kala's main job. The requests from the others can be turned on too.

Every visitor greeted. Every question answered.

Put Kala on your website. Apply with your work email and we reply to every application.