Getting Started

What Kulpunai is

What Kulpunai is Kulpunai is a customer support platform that brings conversations from every messenger and from your website into a single place. Agents reply from one shared dashboard, and an AI assistant takes care of routine questions. The platform runs at online.kulpunai.com. What the platform does One conversation list for every channel Telegram, WhatsApp, Instagram (direct messages and comments), Facebook Messenger, email, SMS and the website chat widget all land in the same list. No switching between apps. AI Agent The AI assistant learns from your documents and answers customers on its own, around the clock. When a question goes beyond what it knows, it hands the conversation to an agent. Team collaboration Conversations are distributed among agents automatically, and you can leave private notes and mention colleagues with @ inside a conversation. Automation Automation rules apply labels, assign owners and send messages without anyone lifting a finger. Analytics Reports show workload, response speed, customer ratings and SLA compliance. Where to begin 1. Sign up and build your plan — see "Signing up and choosing a plan". 2. Connect your first channel — Telegram or the website chat widget are the quickest. 3. Invite agents under Settings → Agents. 4. Train the AI Agent by uploading documents about your product. 5. Set business hours and canned responses so you can reply faster. What to read next - "Dashboard overview" — where everything lives. - "Your first conversation" — how to pick up and close a request. - "Glossary" — the terms you will meet in the interface.

Signing up and choosing a plan

Signing up and choosing a plan Creating an account 1. Open online.kulpunai.com and click sign up. 2. Enter your name, work email and a password, then name your company. 3. Confirm your email using the link you receive. If the email does not arrive, check your spam folder. Building your plan Right after signup a plan assistant opens and asks three questions. 1. Where your customers write to you Tick the channels you use: WhatsApp, Instagram, Telegram, Facebook, email, voice, SMS. The website chat widget is included free on every plan and does not add to the price. 2. Who will answer customers Enter how many agents you need — you pay per agent. There are presets for a single agent, a small team (2–5), a department (6–15) and larger teams (15+), or you can enter an exact number. 3. Whether you want AI Pick a monthly package of AI Agent replies, or skip AI for now — you can turn it on at any time. Based on your answers a plan is suggested — Starter, Growth or Business — with the monthly price in KGS. Trial No card is needed to start, and what you get depends on whether you have built a plan. - Plan built. Click activate for 3 days free and the configuration you picked turns on for three days with its full limits: every selected channel, the agents and AI Agent. - No plan built. The account stays open for 14 days, but only the website chat widget works. Paid channels — WhatsApp, Telegram, Instagram, Facebook, email, SMS, voice — and AI Agent become available once a plan is built. To pay right away, choose the pay-now option instead. You can also skip the assistant and enter the platform directly — the plan can then be built by hand under Settings → Billing, and the 3 days of full access start from that moment. First sign-in Once the plan is active, a welcome screen opens with tips and an offer to take a short product tour. The tour can be started later. Account settings Company name, time zone and language are changed under Settings → Account Settings.

Dashboard overview

Dashboard overview The sidebar on the left is the main navigation. Sidebar sections My Inbox Your personal feed: conversations assigned to you and mentions. Conversations The main working area. Inside you will find: - All Conversations — every request; - Mentions — conversations where someone tagged you with @; - Unattended — conversations with no agent reply yet; - Folders — saved filter sets; - Teams — conversations by team; - Inboxes — conversations from a specific channel; - Labels — conversations carrying a given label. AI Agent Everything about the AI assistant: FAQs, Documents, Scenarios, Tools, Playground, Inboxes and Settings. Contacts Your customer database: all contacts, active visitors, segments and a label filter. Companies The organisations your contacts belong to. Reports Overview, Conversations, CSAT, SLA and Bot, plus reports by agent, label, inbox and team. Campaigns Proactive messaging: Live Chat, SMS and WhatsApp. Help Center Your public knowledge base: Articles, Categories, Locales, Settings. Settings Account Settings, Agents, Teams, Agent Assignment, Inboxes, Labels, Custom Attributes, Automation, Bots, Macros, Canned Responses, Integrations, Audit Logs, Custom Roles, SLA, Security, Billing. Profile and availability The avatar at the bottom of the sidebar opens your profile menu, where you also switch availability: - Online — you receive new conversations through auto-assignment; - Busy — you are working, but new conversations are not assigned to you; - Offline — unavailable. Search The search button looks through conversations, contacts and help center articles.

Your first conversation

Your first conversation When a customer writes to a connected channel, the request appears under Conversations. How the conversation screen is laid out The list on the left Every request, with status filters and the Mine / Unassigned / All tabs. Sorting lives here too: by last activity, creation date, priority or waiting time. The thread in the middle Message history and the reply box. Below the box you switch between two modes: - Reply — the message goes to the customer; - Note — visible to your team only, the customer never sees it. The panel on the right Contact details, conversation information, labels, attributes and the customer's earlier conversations. Replying 1. Pick a conversation from the list. 2. Type your reply in the message box. 3. To insert a saved reply, type / followed by the canned response short code. 4. Attach a file with the paperclip icon. 5. Send the message. Conversation statuses - Open — in progress, needs attention; - Pending — you are waiting on the customer; - Snoozed — you will come back to it later, and it is hidden from the list for now; - Resolved — the question is answered. The status is changed with the button at the top of the thread. Assignment A conversation can be assigned to you, to another agent or to a team from the panel on the right. If auto-assignment is enabled on the inbox, requests are distributed automatically. Private notes and mentions Switch to Note mode to leave a message for your team. Mentioning a colleague with @Name sends them a notification and puts the conversation into their Mentions list. Tips - Reply quickly: first response time feeds both reports and SLA. - Apply labels — they are what makes analytics useful later. - Do not leave conversations Open once the work on them is done.

Glossary

Glossary Agent A team member who replies to customers. Agents are added under Settings → Agents, and your plan is priced per agent. Inbox A connected channel: a Telegram bot, a WhatsApp number, an Instagram profile, a mailbox, the website widget. Managed under Settings → Inboxes. Conversation The exchange between a customer and your team about one request. Contact A customer who wrote to you. Holds their name, contact details, attributes and the history of every request. Company An organisation that contacts belong to. Label A tag placed on a conversation or a contact so you can group and filter them. Created under Settings → Labels. Team A group of agents by function — sales, support, delivery. A conversation can be assigned to a whole team. Canned response A saved piece of text inserted into a conversation by typing / and a short code. Macro A sequence of actions — apply a label, assign, send a message, change status — run with a single click. Automation rule A condition and a set of actions that run automatically when an event occurs. AI Agent The platform's AI assistant. It answers customers on its own, learns from documents and FAQs, and helps agents through Copilot. Assistant One configured personality of the AI Agent: its own instructions, tone, documents and connected inboxes. You can have several. Copilot An in-conversation helper for agents: it summarises the thread, drafts replies and looks up information. Credit The unit AI Agent usage is measured in. One AI-handled reply or one audio transcription costs one credit. Help Center The public knowledge base you maintain for your customers. CSAT The satisfaction survey sent to a customer after a conversation is resolved. SLA A service level agreement: target times for first response, next response and resolution. Webhook An HTTP request Kulpunai sends to an external system when an event occurs.