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Step-by-step guides to setting up and running Kooday. Written for the person doing it, not for engineers.
Getting started
The first things to set up, in the order they matter.
Creating your account
What signing up gets you, what a 14-day trial actually includes, and what to do about the messages you can hit on the way in.
Your first 30 minutes
The order to do things in when your account is new — what to set up first, what each step unlocks, and what is safe to leave until next week.
Creating your assistant
How to create an assistant yourself, what happens between "Create" and it answering a real customer, and why a brand-new one is switched off on every channel.
Why isn't my assistant live yet?
What the publish gate actually checks before a self-signup assistant can answer real customers, what you can fix yourself, and what genuinely needs us.
Connecting a channel
What it takes to put your assistant on WhatsApp, Instagram, Messenger, your website or a phone number — and which parts you do yourself versus which ones need us.
Your business profile
The facts, rules, and offers every assistant you have shares — one document, structured fields on the left and the compiled prompt on the right, with its own draft/publish/history.
The Config screen
A tour of the Configuration page — the background your assistant always keeps in mind, the features you can switch off, the summary values you want as report columns, and the two webhook boxes that point in opposite directions.
Managing your team
Who can sign in to your dashboard — inviting an admin, deactivating or removing one, and why the last admin on the account can never be removed.
Your data, and who can reach it
How your business's data is kept apart from every other business, what is recorded and for how long, how to have a recording or a conversation erased, and which of these you can do yourself.
Closing your account
What happens when you close your account, how long you have to change your mind, and how to erase everything immediately instead.
Sales pipeline
Turning conversations into deals, and keeping them moving.
Setting up your sales pipeline
A step-by-step walkthrough of the Stages & intake panel — which enquiries become deals, what your columns mean, and how automatic follow-ups work.
When does your assistant follow up?
Out of the box, never — why that is the default, when the quiet clock actually starts, which channels a chase can reach, and everything that makes the chasing stop.
How campaigns show up in your pipeline
When a campaign produces a deal, the deal says so — what gets credited, what deliberately does not, and why most of your deals will never carry a campaign name.
Channels
Phone, WhatsApp and your website chat.
Putting Kooday on your website
How to add the chat bubble and the "Talk to us" voice button to your own site — the snippet, the sites allowed to use it, the look, and what happens to a website conversation afterwards.
Connect your Exotel account
How to bring your own Exotel phone line so your assistant can answer and place calls on your own number — the credential form, assigning the number to an assistant, and what happens if you never connect one.
Why your follow-ups need their own template
Your assistant uses two approved WhatsApp templates, not one — what each is for, why the follow-up carries a "Reply STOP" line you cannot remove, and what happens if it is missing.
WhatsApp templates for campaigns
Every campaign message has to be approved by Meta before you can send it — what you can put in one, what the approval states mean, and why a rejected template stops a campaign before it starts.
Sending a WhatsApp campaign
Pick who it goes to, pick an approved template, choose when it sends — and what happens to every reply afterwards, including who is left out and why.
Two WhatsApp numbers, and why
Promotions go out on one number and order updates on another — what that protects, how the second number is added, and what a quality rating drop does to a campaign that is running.
Reading a campaign report
Deals and pipeline value first, who was left out and why second, the opt-outs it cost you third, delivered and read last — what each number counts, and why neither the delivery figures nor the opt-out count is ever final.
What a campaign cost
The cost block on a campaign report — what we charge you for sending, what WhatsApp charges you separately, and why the second number is our estimate rather than a bill.
Comparing your campaigns
Every campaign in one table, and the four campaign types side by side — what each column counts, why nothing here picks a winner, and which numbers are still moving.
Your assistant
What it knows, what it can do, and how to guide it.
Your knowledge base
How to give your assistant the documents it answers from — what to upload, how content is split into entries, and why an entry has to finish indexing before it can be found.
How your assistant opens a conversation
Your assistant greets and introduces itself on every channel — spoken first on calls and web chat, and folded into its first reply on WhatsApp. What it says comes from its instructions, not from a setting.
How your assistant remembers
The two kinds of memory your assistant has — the conversation it is having now, and what it knows about a customer from before — and what it deliberately does not carry between them.
Selling from your catalogue
How to enter what you sell so your assistant quotes real prices, shows products as cards on WhatsApp and website chat, and links customers straight to your site.
Prompt Studio
The dedicated screen for one assistant's instructions, persona, and a live preview of exactly what the model is told — reached from Bots via Open studio.
Choosing how your assistant sounds
Personas set your assistant's manner — how it opens, how hard it pushes, how it closes. Use one of ours, or copy it and make it yours.
Command Center — running your business from WhatsApp
Let your team message the same WhatsApp number your customers use to get reports, look up a customer, or make a change — with roles that decide who can do what, and a security sweep that flags unusual activity.
Your Inbox, and taking over
Every chat conversation your assistant is handling, in one list — how to take one over and reply yourself, which channels you can actually reply on, and what the 24-hour window does to your words.
Commands you can send from WhatsApp
The ten things a rostered team member can ask for by messaging your business number — what to type, what comes back, and how the confirm-before-it-writes step works.
Calls, transcripts and recordings
Every call your assistant handled, what the summary of one actually contains, why recording is off until you turn it on, and how to tell your own test calls apart from real customers.
Customers & contacts
The people your assistant talks to, and what it remembers.
Your customer profiles
One page per customer that gathers every number and handle they use, every call and message across every channel, what your assistant remembers about them, and the standing instructions you want it to follow next time.
Importing your contacts
The file format, what happens to a bad row, and the consent record a contact needs before any promotion can be sent to them.
When a customer asks you to stop
What happens when someone replies STOP, which messages keep flowing, where you can see who has opted out, and why nobody on your team can put them back.
Segments — who a broadcast goes to
The six standing audiences a WhatsApp broadcast can be sent to, how to build your own with the filter builder, and why the number a segment previews is never the number that gets messaged.
Billing & usage
Plans, minutes and what things cost.
Billing and invoices
How your monthly bill is worked out, what each line on an invoice means, and where the per-bot breakdown and PDF live.
Building a report
How the Reports screen turns hundreds of call summaries into one table you can filter, group and export — including the columns only your business has, and the two numbers that are deliberately missing.
Changing your plan
How to move up or down a plan from your dashboard, exactly what a downgrade takes away, and why nothing you have created is ever deleted.
Buying an add-on
How to add a feature to your account on its own, what it costs for the first part-month, and when the charge lands.
Pausing or stopping an add-on
How to stop an add-on renewing, what happens to your data, and the difference between changing your mind before your renewal date and coming back later.
Your impact numbers
What the Impact screen counts and what it leaves out — including exactly what "handled without a human" means, and how to set the one assumption behind the estimated cost saved so the figure survives being questioned.
Developer reference
For the person connecting your other systems — events, payloads and signatures.
Event reference
Every event Kooday can send to your systems — when each one fires, what its payload contains, and the envelope and signature they all share.
Connecting your own systems
How connectors work — the named REST endpoints Kooday pulls contacts from and pushes events to, how their credentials are stored and rotated, and how to test and trace a delivery.
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