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Kai has two halves. The first half reads your history and builds a Brain. The second half runs that Brain on one live message at a time. This page explains both, and the rules that hold a reply back.

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From an export to a live channel

1

You import a chat export

You upload WhatsApp .csv or .txt files, or an Intercom .json export. Hundreds of files is normal.
2

Kai splits the files into conversations

Kai groups the messages into conversations, then into sessions. A session is one continuous exchange, not a whole year of contact with one customer.
3

Kai replaces personal data with placeholders

Every phone number, email address and payment reference becomes a stable placeholder. This happens before any model reads a word. The same value always becomes the same placeholder, so Kai can still learn the pattern without holding the value.
4

Kai compiles a Brain

Kai groups questions that mean the same thing, picks the best answer your team gave, and derives your brand voice, your conversation flows and your human handoff rules.
5

You review it

You approve, edit or reject each item. Nothing is live.
6

You connect a channel

Intercom or WhatsApp Cloud. You choose copilot, autopilot or off.
7

Kai drafts or replies

Every action is recorded with the reasoning behind it.
The compile reads your history. It never reads your live customer data to build a Brain unless you ask for that in a retrain.

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The six parts of a Brain

The Brain page with its six categories

The Brain page: six categories, and a banner when items wait for review.

The Answer Library holds one entry per question your customers ask, with the other ways they ask it. Conversation Flows hold the steps Kai follows in a situation, such as a price request. Human Handoff holds the conditions where Kai must stop. Communication Rules hold what Kai must never say. Brand Voice holds the greetings, the sign-offs and the phrases to avoid. Current Information holds the live values, such as a price or a payment link. Current Information is not part of a Brain version. If you change a price there, the change applies to the next reply. It needs no review and no publish. Everything else needs both.

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What happens to one live message

A customer writes. Kai does six things, in this order.
1

Kai waits for the customer to finish

Customers send one thought across several short messages. Kai waits a fixed number of seconds, 20 by default, and every new message pushes the wait forward. If you switch on Follow the customer’s typing rhythm, Kai waits longer while messages still arrive in a burst.
2

Kai classifies the message

Kai works out the intent and the language.
3

Kai looks up the answer library

Kai retrieves the answers and the conversation flow that match the intent.
4

Kai writes a reply

The reply uses only what the Brain holds. Kai does not answer from general knowledge.
5

Kai checks the reply against the rules

The checks are deterministic and run on the text Kai produced, not on its intentions.
6

Kai decides

Kai replies, writes a draft, escalates to a teammate, or stays quiet.
Recent activity, showing replies, drafts and escalations

Recent activity: what Kai did, with the confidence behind each action.

Each of the four outcomes is recorded. Open an action to see the conversation flow, the answers and the checks behind it.

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The groundedness rule

A number in a reply must come from somewhere Kai can point to. It must appear in one of three places:
  • Current Information, which your team maintains;
  • a non-volatile answer in the answer library, such as a lesson count;
  • the conversation itself, where the customer or a teammate wrote it.
If a number is in none of the three, Kai downgrades the reply to a draft. A human then reads it. This is why a price Kai cannot verify never reaches a customer on its own.
The rule applies to numbers, not to sentences. A price is the case it was built for. Keep your prices in Current Information, and a price answer stays sendable.

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The takeover rule

When a human replies on a conversation, Kai stops acting on it. The conversation stays with your team until they close it. This holds on every channel. In Intercom, Kai reads which replies were typed in the inbox by a person, and which were written by an app. A reply typed by a teammate is a takeover. A reply written through an app is not. The rule exists so that two voices never answer the same customer at the same time. A conversation that a person owns stays owned by that person.

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Brain versions

A Brain has a version, such as v1. A channel is pinned to one published version, and it answers from that version only. Publishing freezes a version. After a publish, the version cannot be edited. This is what makes an action traceable: the Brain that produced a reply last month still exists, word for word. To change a published Brain, use Edit as a new draft. Kai opens a copy and carries your review decisions across. The published version keeps serving your channels while you work on the copy. The copy is v1.1, then v1.2, and so on. A new compile from a new import gives you v2.

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What blocks a publish

Publishing is blocked only by content that could reach a customer without a person reading it:
  • Brand Voice;
  • every Human Handoff rule;
  • every Conversation Flow that autopilot may use;
  • the answers those flows use.
Anything else may stay unreviewed in a published Brain. Unreviewed content never sends on its own. It drafts, a person reads it, and that is how the rest of the queue gets reviewed from real traffic.

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Next

Get started

Do all of this once, from sign-up to the first draft.

Copilot, autopilot and off

The modes, the two autopilot scopes, and per-source settings.