Chrome Extension

Overview

Kraya’s Chrome Extension overlays tools on top of web.whatsapp.com to help you manage conversations, leads, and automations without leaving WhatsApp. It adds:

• Ribbon for pipeline stages (and quick stage changes)
• Top tabs to filter chats
• Right sidebar with tabs for Lead Info, Calls, AI Tools, Quick Replies, and Followup Sequences
• Reminders widget and modal for call reminders
• Banners for account and session states
• Automatic, safe-paced message sending with a queue

Installation and sign-in

• Install from Chrome Web Store: https://chromewebstore.google.com/detail/kraya-ai-best-whatsapp-cr/fimkbgioijnefoikhhohhhiafejijoho
• Supported site: web.whatsapp.com (desktop browser). WhatsApp Desktop app or mobile is not supported.
• Sign-in: Use the Login button in the extension's top navbar to authenticate with your Kraya account. You must be logged into both WhatsApp Web and Kraya in the extension to use all features.
• Session management: The extension stores your authentication session in browser storage. If you log out or clear browser data, you'll need to log in again.
• Multiple accounts: You can only be logged into one Kraya account at a time per browser. To switch accounts, log out and log in with the new account.

Supported environment

• Browser: Google Chrome (latest recommended)
• Site: web.whatsapp.com only
• Accounts: Use the same WhatsApp number that’s mapped to your Kraya account

What you’ll see in WhatsApp

• Top ribbon: Shows your pipeline stages for the currently selected pipeline; click to switch stages for the open chat.
• Top tabs (chat filters):
  • All Chats: Full chat list.
  • Unread Chats: Chats with unread messages.
  • Needs Reply: Chats where the last message appears to need your response.
  • Groups: Group chats.
  • Queue: Leads that are lined up to receive an automated message (AI reply, bump-up, auto follow-up, or new lead broadcast). The tab label shows the count of pending leads (e.g., "⏱️ Queue (12)"). See Queue tab below.
  • Reminders: A reminders icon appears on the left sidebar; click to view upcoming/pending calls in a modal. (If you previously saw “Pending Reminders” as a tab, use this icon.)
• Right sidebar (per chat), with tabs for:
  • Lead Info: View/edit lead details, notes, attributes, pipeline, and stage. New custom attributes can be added inline; the extension respects your plan's cap (10 on the free plan, 50 on paid plans) and shows "Max attributes limit reached (50)" if you try to add beyond it. See Custom Attributes.
  • Calls: Log calls, set a reminder, and manage call notes.
  • AI Tools: Generate and insert AI replies for the current chat.
  • Quick Replies: One-click saved messages (supports attachments and placeholders).
  • Followup Sequences: Assign, review, or stop a sequence for this lead.

Chat list tags (what they mean)

• Stage name: The lead’s current stage in your pipeline (e.g., New Lead, Qualified).
• AF: Auto Followup is active for this lead.
• ~Xm: Approximate minutes until the next scheduled auto-followup message for that chat. This comes from the scheduled send time and updates as time passes.
• Unread counter: Count of unread messages in that chat.

Banners shown at the top

• Account mismatch: Your Kraya login or WhatsApp number doesn't match the number mapped to your organization.
  • Detection: The extension checks three conditions: (1) Your user ID matches the pipeline owner, (2) Your pipeline's phone number matches the WhatsApp number you're using, (3) Your user's phone number matches the WhatsApp number.
  • What to do: Ensure you're logged into the correct Kraya account and the correct WhatsApp number on web.whatsapp.com. If the number mapping needs to change, contact your Kraya POC.
  • Impact: When account mismatch is detected, automations may be limited or disabled.
• Multiple sessions: You're logged into WhatsApp from multiple devices/sessions.
  • What to know: Automations (auto followups, AI replies, bump-up messages) run only from the primary session. The primary session is typically the first one that was active or the one that was most recently made primary.
  • To make this session primary: Log out from other WhatsApp Web sessions on other devices/browsers. Once other sessions are closed, this session becomes primary automatically.
  • Secondary sessions: You can still use Kraya normally on secondary sessions (view leads, edit info, use Quick Replies), but automated message sending is paused there.
  • Banner text: Shows the number of active sessions detected and indicates that automations are paused on this device.
• Payment due/overdue: Your organization's plan is due or overdue.
  • What to do: Click the "Renew Now" button in the banner to renew. Some features might be limited until payment is resolved.
• Free trial warning: Your organization is on a free trial plan with feature limits.
  • What to know: The banner shows your current plan limits (e.g., 50 Leads, 10 Stages, 5 Sequences). Click "Upgrade Now" to upgrade your plan.
• Message limit banner: You're approaching or have reached your daily message limit.
  • What to know: Shows total messages sent today and your recommended limit. The limit gradually increases as you use the system more.
  • What to do: Wait for the limit to reset (daily) or contact support if you need a higher limit.
  • Disabling the recommended limit: In Settings, if you turn off the "Use recommended limits" toggle, a confirmation popup appears warning that sending too many messages without warming up your account could lead to WhatsApp restricting or banning your number. Click "Disable Anyway" to proceed, or "Cancel" to keep the limit active.
• Auto Followup sequence changes detected: Your assigned sequences changed in the Dashboard.
  • What to do: Refresh the page to load the latest sequence changes. This ensures the Extension shows the correct sequence information.

Reminders (Calls)

• Where to find: A bell/reminders icon appears on the left sidebar area. Click it to open the Calls Reminder modal.
• What you can do:
  • See counters for Overdue, Today, and Upcoming calls.
  • View a table of reminders with lead name, note, pipeline, stage, and actions.
  • Actions per reminder row:
    • Mark Done
    • Edit Time (reschedule to a specific date/time)
    • Snooze 30 mins
    • Delete Reminder
    • Click the lead name to jump to the chat
• You can also see small in-app alerts near the chat list when reminders are pending/upcoming.

Ribbon stages and pipelines

• The ribbon reflects your currently selected pipeline.
• You can switch the open chat’s stage directly from the ribbon.
• If you manage multiple pipelines, use the pipeline selector (when visible) to change the stage set displayed on the ribbon.

Read-only sidebar (leads in pipelines you can't access)

• When you open a WhatsApp chat for a lead that already exists in a pipeline you don't have access to, the right sidebar still opens — but in read-only mode instead of failing with an error.
• A banner at the top of the sidebar tells you which pipeline the lead lives in, for example: "This lead exists in Sales — North. You don't have access to this pipeline, so the lead is shown in read-only mode."
• The sidebar shows a summary card with: lead name, phone, pipeline, stage, assignee, and created/updated dates. No other tabs (notes, activity log, full attribute list) are loaded.
• All edit controls are disabled: stage dropdown, attribute fields, send buttons, AI Tools, Followup Sequences, Quick Replies, and reminders. Clicking any disabled control shows a tooltip explaining the read-only state.
• Use this view to coordinate with the team that owns the lead (e.g. sales handing off to support, or vice versa) without requesting access to the pipeline.
• Close the sidebar with the standard close (×) button. Re-opening the chat re-fetches the lead and shows the read-only sidebar again until you are granted access.
• Other lead states are unchanged:
  • If the lead exists in a pipeline you do have access to, the normal editable sidebar renders as before.
  • If no lead exists for the phone number yet, the normal "create lead" flow runs.

Lead Won sale amount for Kraya internal organization only

• This applies only when you are signed into Kraya’s internal CRM organization (the kraya-ai team), not for any other Kraya customer. Production organization ID 9d92b3d7-9f52-4ec7-8214-dc724b0a965f; staging organization ID 9e6fbee5-6a01-4f31-8880-4808033043c7.
• For that organization only, completing a move to Lead Won from the pipeline and stage confirmation flow opens a Sale Amount screen before the update is sent to Kraya.
• Enter the amount in INR and click Confirm. The value is saved on the lead as Amount Sold.
• The screen is intentionally blocking: use Confirm with a valid value to continue. Other stages do not show this screen.
• For the same rules on the dashboard and on Chats (WhatsApp API), see Dashboard and WhatsApp API integration.

AI Tools

• Generate replies for the open chat, then insert them into the WhatsApp composer.
• Manual generation: Click "Generate" to create an AI reply based on the conversation context. The reply is inserted into the WhatsApp message input field, ready for you to review and send.
• No daily quotas or language restrictions are shown to users in the extension (quotas are managed at the organization level via credits).
• Conversation context: The AI uses the full conversation history, lead information, and your organization's knowledge base to generate contextually appropriate replies.
• If a conversation is actively ongoing (you or the lead just replied), the system may delay next automated messages to keep the conversation natural.

Quick Replies

• Create and use saved messages for one-click sends.
• Organization-wide: Quick replies are global and shared across your organization; they are not limited per pipeline.
• Same list on WhatsApp API Chats: If your team uses the Kraya dashboard Chats page (WhatsApp Business API), the Quick Replies tab there uses the same saved replies. Edits or new replies from the extension appear on Chats after the list is refreshed there, and the other way around. Sent-to-lead tracking stays consistent for the lead no matter which app you send from.
• Categories: Organize quick replies into categories for easier management.
• Supports attachments: You can attach files (images, documents, videos) to quick replies.
• Placeholders: Supports dynamic placeholders that are replaced when sending:
  • {lead_name}: Replaced with the lead's first name (capitalized) when available
  • {user_name}: Replaced with your first name
  • {org_name}: Replaced with your organization name
  • {email}: Replaced with the lead’s email when available
  • Curly-brace placeholders that match lead attribute names (case does not need to match exactly) are replaced with that attribute’s value; missing values become empty in the sent message
• Message preview on hover: Hover over a quick reply message container to see the full message text in a tooltip, useful for longer replies that are truncated in the list.
• Delete confirmation: Deleting a quick reply shows a confirmation modal before the reply is removed, preventing accidental deletions.
• Edit behavior: After editing a quick reply, the category group stays open so you can continue working in the same group without having to re-expand it.
• Send tracking: The extension tracks which quick replies have been sent to each lead and when, shown in the sidebar.
• Usage display: See how many quick replies in each category have been sent (e.g., "3 / 10").
• Admin vs standard users: Admins can create, edit, delete, and reorder quick replies (and groups) in the extension or on Chats. Standard users can browse and send existing quick replies only.

Followup Sequences (Auto Followups)

• Assign a sequence to the lead from the right sidebar.
• You’ll see whether a sequence is Active or Ended, and you can stop/clear it.
• The chat list may show “AF” for leads with an active sequence and “~Xm” until the next scheduled message.
• If the next due step is a recurring Auto Followup, a small recurring indicator may appear next to the next-step line with the tooltip ”This is a recurring sequence.” In the followup history list, individual recurring sends may show a recurring icon with the tooltip ”Recurring message.”
• Send text as caption: For WhatsApp sequence messages that include both text and file attachments, a “Send text as caption” option can be enabled in the sequence editor. When on, the extension sends the media with the text as the caption in a single WhatsApp message, instead of sending text and media separately. See Auto Followups for details.
• For complete details on creating sequences—including At a specific time with an optional weekday (Sunday–Saturday), Recurring schedules (interval vs weekly), and “last message only” rules for Recurring—see Auto Followups.

Automatic message sending (Queue behavior)

• Purpose: Sends AI replies, bump-up messages, new lead broadcast messages, and followup sequence messages automatically in the background with natural pacing.
• Message types in queue:
  • AI Reply: Generated AI responses to lead messages
  • Bump-Up: Follow-up messages for unresponsive leads in the "New Lead" stage
  • Auto Follow-Up: Messages from assigned Auto Followup sequences
  • New Lead Broadcast: Initial messages to new leads
• Pace: Messages send with natural pacing to avoid appearing automated:
  • Approximately 1 message per minute for auto followups and other automated messages
  • AI replies are prioritized and send faster (within ~20-30 seconds)
  • Timing adapts to conversation activity so it doesn't look spammy
• Similarity/backoff behavior:
  • The system checks if similar content was recently sent in the same chat.
  • If a very similar message was sent recently, the next message is skipped to avoid repetition.
  • Exception: For Auto Followup steps whose schedule is Recurring, this similarity check is not applied so the same intended wording can send again on each repeat. Other safeguards (business hours, delay when a conversation is active, primary session, and so on) still apply.
  • The queue avoids sending too fast in the same chat, especially if the lead or you just replied.
  • Messages respect business hours, stage/lead settings, and primary session requirements.
• Queue processing:
  • Messages are processed one at a time per chat to maintain natural pacing.
  • The extension checks for due messages periodically and processes them in order.
  • Messages are marked as "pending" until sent, then "processed" after successful sending.
• Status and ETA:
  • In the chat list, "~Xm" shows approximate minutes until the next scheduled auto-followup for that lead.
  • This updates in real-time as time passes.
  • Automated messages send only from the primary session (see Multiple sessions banner). If you're on a secondary session, sending is paused there.
• No direct user controls: There's no pause/resume/cancel/reorder per message in the queue. Use the stage priority modal (below) if you want to control which stages get processed first.
• Contact not found handling:
  • If a WhatsApp contact is not found for a lead (e.g., number changed, contact deleted), auto followup is automatically turned off for that lead.
  • You'll see a delay reason indicating "WhatsApp contact not found".

Queue tab (pending automated messages)

The Queue tab in the top navbar lets you see which leads are next in line to receive an automated message — without having to scroll through every chat. It is view-only; you can open a queued chat, but you cannot manually reorder or pause individual messages from this tab.

• Where to find: Top navbar in WhatsApp Web, next to Groups. The label is "⏱️ Queue (N)" where N is the current pending count.
• What it shows: Only leads that currently have at least one pending outbound message in the extension's local queue (AI reply, bump-up, auto follow-up, or new lead broadcast).
• Order: Leads are sorted by how soon their message will send. The lead at the top is going out next.
• Per-row badge: Each lead row gets a small badge in addition to the usual chat info (avatar, name, stage pill):
  • Sending next — the next message to leave the queue.
  • Sending soon (~N min) — message is expected to send within a few minutes.
  • In queue (#N) — the lead's position in the queue (top 60).
  • Sending in 1+ hour — lead is past the top 60 positions; an exact ETA is not shown for these.
• Click behavior: Clicking a row opens that lead's WhatsApp chat the same way every other tab works. There is no separate detail view for the queue.
• Live updates: The count and ordering refresh as messages are sent, skipped, or newly enqueued. You don't need to switch tabs to see the change.
• When the queue is empty: The tab still shows ("⏱️ Queue (0)"), but the chat list will be empty.
• Relationship to the per-chat "~Xm" tag: That tag (on the All Chats list) reflects the next scheduled auto-followup for that one lead. The Queue tab is a global view of every pending message across all your leads.
• No backend setup: This is an extension-only view; no Dashboard configuration is required.

Message Priority by Stage (Reordering which stages send first)

• Open the “Message Priority by Stage” button in the left sidebar area.
• Drag and drop stages to set which should be processed first by automations across your pipeline.
• Save to apply. This helps ensure urgent stages (e.g., New Lead) get served first when many messages are queued.

Settings (user-level)

Open Settings from the top navbar.

• AI Auto-Reply: Enable/disable AI replies globally for your account. When enabled, AI replies will be generated for eligible leads when they send messages.
• Auto Lead Creation: Automatically create leads from incoming WhatsApp messages when enabled.
  • Conditions: Only creates leads if the last message is from the lead (not from you), the message was received after the extension was activated, and the chat is not in the ignored list.
  • Requires: Primary session (automations run only from primary session).
  • New leads are created in the "New Lead" stage of your default pipeline (or pipeline matching your WhatsApp number).
• Bump-Up Messages: Enable/disable and set the number of bump-ups (1–5).
  • Bump-up messages are follow-up messages sent to leads in the New Lead stage who haven't responded. They work for both WhatsApp and Instagram leads.
  • Two modes (set at the organization level):
    • Fixed schedule (default): the message text and the delay before each bump-up are defined per organization. The default schedule sends five messages spaced at 5 minutes, 1 hour, 2 hours, 3 hours, and 8 hours from the previous message.
    • AI mode (legacy): message text is generated by Kraya's AI, with at least 1 hour between bump-ups.
  • Placeholders in fixed-schedule messages: fixed bump-up templates support the same placeholders as Quick Replies, so each lead receives a personalised message:
    • {lead_name} — the lead's name
    • {lead_first_name} — the lead's first name
    • {email} — the lead's email when available
    • {user_name} — first name of the pipeline owner
    • {org_name} — your organization name
    • Curly-brace placeholders that match a lead attribute name (e.g. {Source}, {City}) are replaced with that attribute's value; case does not need to match exactly
    • Unresolved placeholders (missing values, unknown keys) are stripped to empty in the sent message — identical behaviour to Quick Replies
    • Placeholders work across all send paths: Chrome Extension, WhatsApp Cloud API, WAHA, and Instagram
  • Optional message variation (organization-level): if a fixed message looks very similar to other recent automated messages in the conversation, Kraya rewrites that one message before sending so it doesn't feel repetitive. Variation runs after placeholder substitution and re-applies it on the rewritten output, so personalised values survive variation. Uses 1 AI credit per varied message.
  • The 1–5 cap you set here is also capped by your organization's schedule length, whichever is lower.
  • Bump-ups respect business hours and require AI replies to be enabled for the lead.
  • The system tracks how many bump-ups have been sent per lead and stops when the limit is reached.
• Auto Follow-up: Enable/disable followup sequences globally. When disabled, no auto followup messages will send, even if sequences are assigned to leads.
• Business Hours: Set start/end times for when automated messages can send.
  • Format: Start time and End time (e.g., 09:00 to 17:00).
  • Overnight hours: You can set end time earlier than start time to span overnight (e.g., 21:00 to 06:00 means 9 PM to 6 AM the next day).
  • Timezone: Uses your organization's timezone setting.
  • Automated messages (AI replies, bump-ups, auto followups) only send during these hours.
• Delay sequences for active conversations: Add a delay (minutes/hours/days) after a recent reply to keep conversations natural.
  • Applies to: Auto Followup sequences
  • Behavior: When you or the lead sends a message, the next due auto followup message is delayed by this amount to avoid interrupting active conversations.
  • Example: If delay is set to 4 hours and the lead replies at 10:15 AM, the next auto followup won't send before 2:15 PM.
• Progressive Send Limits (Use recommended limits): Enable/disable the progressive message sending safeguard.
  • When enabled, the extension enforces a gradually increasing daily message limit to protect your WhatsApp account from restrictions.
  • Disabling the limit: Turning off the "Use recommended limits" toggle shows a confirmation popup warning about the risk of WhatsApp restricting or banning your number. You must click "Disable Anyway" to confirm. Clicking "Cancel" or closing the popup keeps the limit active.
  • When disabled, an inline warning banner remains visible as a reminder that the safeguard is off.

Notes:

• All settings here are per-user. They do not change organization-wide policies.
• Settings are stored in browser storage and synced with your Kraya account.
• Changes to settings take effect immediately for new messages but may not affect messages already queued.

Troubleshooting and edge cases

• Account mismatch banner:
  • Ensure the correct Kraya account and WhatsApp number are logged in.
  • Verify your pipeline's phone number matches the WhatsApp number you're using.
  • Check that your user account's phone number matches (if set).
  • Contact your Kraya POC to remap the number if needed.
• Multiple sessions banner:
  • Automations run only on the primary session.
  • Log out of other WhatsApp Web sessions on other devices/browsers to make the current device primary.
  • The primary session is typically the first active session or the most recently made primary.
  • You can still use the extension on secondary sessions for viewing/editing, but automated sending is paused.
• WhatsApp session expired / logged out:
  • Refresh web.whatsapp.com and log back in to WhatsApp.
  • The extension will continue to work once WhatsApp is reconnected.
• Poor network:
  • Messages and data panels may take longer to load.
  • Refresh the page once the network stabilizes.
  • Queued messages will send once connectivity is restored.
• Blocked popups/permissions:
  • The extension renders UI within WhatsApp; you generally don't need popups.
  • If something looks off, refresh the page.
• UI changed on WhatsApp (temporary compatibility issue):
  • If the overlay looks misaligned, refresh the page.
  • If the issue persists, try disabling and re-enabling the extension, then reloading WhatsApp Web.
  • The extension is designed to work with WhatsApp Web's current UI structure.
• Auto lead creation not working:
  • Ensure "Auto Lead Creation" is enabled in Settings.
  • Verify you're on the primary session (auto lead creation runs only from primary session).
  • Check that the incoming message is from the lead (not from you) and received after extension activation.
  • Ensure the chat/phone number is not in the ignored chats list.
• Bump-up messages not sending:
  • Ensure "Bump-Up Messages" is enabled in Settings and the number of bump-ups is set (1–5).
  • Verify the lead is in "New Lead" stage (bump-ups only work for New Lead stage).
  • Check that AI replies are enabled for the lead.
  • Ensure you're on the primary session and within business hours.
  • Verify you haven't reached the bump-up limit for that lead.
• Messages stuck in queue:
  • Check if you're on the primary session (see Multiple sessions banner).
  • Verify business hours are configured correctly.
  • Ensure the lead meets all requirements (stage, settings, etc.).
  • Refresh the page to reload the queue state.
• Contact not found errors:
  • If a WhatsApp contact is not found for a lead, auto followup is automatically turned off.
  • Check if the phone number is correct or if the contact was deleted from WhatsApp.
  • You may need to re-add the contact in WhatsApp or update the lead's phone number.
• Safe-mode steps (general reset):
  1. Refresh web.whatsapp.com.
  2. Log out and back in using the extension's Login button.
  3. Toggle the extension off/on in chrome://extensions, then refresh WhatsApp Web.
  4. Verify you're on the primary session (check for Multiple sessions banner).
  5. Clear browser cache if issues persist (this will require re-login).

Privacy and permissions (what users see)

• Runs only on web.whatsapp.com.
• Uses browser storage to remember your session/configuration.
• Doesn’t request clipboard or notifications permissions in the browser.
• Data used includes your chat context as needed to generate AI replies, schedule followups, and manage reminders within Kraya. Sensitive admin/internal systems are not exposed in the extension UI.

FAQs

• Why isn't the extension sending my automated messages?

  • Ensure you're on the primary WhatsApp session (see Multiple sessions banner).
  • Confirm Business Hours include the current time.
  • Verify the lead has an active sequence (for followups) and that AI/Auto Follow-up is enabled in Settings.
  • Check that the lead-level toggle is also enabled (for AI replies and auto followups).
  • If the lead or you just replied, the next message may be delayed to keep a natural pace.
  • Verify you have sufficient credits (for AI features) and that your organization's payment is up to date.

• Will the extension skip my recurring Auto Followup because the text looks like the last send?

  • For Recurring Auto Followup steps, the extension does not apply the usual “similar message recently sent” skip for that step, so intentional repeats can go out on schedule. Other limits (business hours, conversation delay, primary session) still apply. See Auto Followups for how recurring schedules are configured.

• What does "~Xm" mean on the chat list?

  • It's the approximate minutes until the next scheduled followup message for that chat.
  • This updates in real-time as time passes.
  • Only shown for leads with active Auto Followup sequences.

• Can I pause the queue or force send now?

  • Direct controls aren't exposed for individual messages.
  • Use stage priority to prioritize critical stages (messages from higher-priority stages process first).
  • Stop a lead's sequence from the sidebar to prevent further auto followup messages.
  • Toggle AI replies or Auto Follow-up off in Settings to pause all automated sending.

• Where do I manage which stages get served first by automations?

  • Use the "Message Priority by Stage" modal (left sidebar button) to reorder stages.
  • Drag and drop stages to set priority order.
  • Higher-priority stages are processed first when multiple messages are queued.

• Can I change pipelines/stages quickly?

  • Yes, use the ribbon tabs to switch stages for the open chat.
  • There's also a pipeline selector when multiple pipelines are available.
  • Stage changes are immediate and update the lead's stage in Kraya.

• Why am I asked for a sale amount when I move a lead to Lead Won in the extension?

  • Only if you are in Kraya’s internal organization (see IDs under Lead Won sale amount for Kraya internal organization only above). Enter the amount and click Confirm so Amount Sold is saved when you move to Lead Won. Other organizations never see this step.

• Do quick replies support attachments and placeholders?

  • Yes. Quick replies support attachments (images, documents, videos) and placeholders like {lead_name}, {user_name}, {org_name}, and {email}, plus placeholders that match your lead attribute names.
  • They're global and shared across your organization, not restricted per pipeline. The same quick replies appear on the dashboard Chats page when using WhatsApp API messaging.

• How does auto lead creation work?

  • When enabled, the extension automatically creates leads from incoming WhatsApp messages.
  • Only creates leads if: the last message is from the lead (not you), the message was received after extension activation, and the chat is not ignored.
  • New leads are created in the "New Lead" stage of your default pipeline.
  • Requires primary session (auto lead creation runs only from primary session).

• What are bump-up messages?

  • Bump-up messages are automated follow-up messages sent to leads in the New Lead stage who haven't responded. They work for both WhatsApp and Instagram leads.
  • fixed schedule: a set of pre-defined messages with per-step delays (default delays are 5 min, 1 hr, 2 hr, 3 hr, and 8 hr from the previous message). The message text and delays are set at the organization level.
  • A legacy AI mode is still available for some organizations, where Kraya's AI generates the text with at least 1 hour between bump-ups.
  • You can set 1–5 bump-up messages per lead in Settings; the cap is also limited by your organization's schedule length.
  • Bump-ups respect business hours and require AI replies to be enabled for the lead.
  • To change the schedule or message text, contact your Kraya POC. See Bump-Up Messages FAQs for full details.

• How does the extension handle ignored chats?

  • Ignored chats are phone numbers or chat identifiers that you've marked to exclude from automations.
  • Auto lead creation is skipped for ignored chats.
  • You can see if a chat is ignored via the ignored chat status icon in the sidebar.
  • Ignored chats prevent automatic lead creation and some automations, but you can still manually interact with them.

• What happens if a contact is not found in WhatsApp?

  • If a WhatsApp contact is not found for a lead (e.g., number changed, contact deleted), auto followup is automatically turned off for that lead.
  • You'll see a delay reason indicating "WhatsApp contact not found".
  • You may need to update the lead's phone number or re-add the contact in WhatsApp.

How-to quick starts

• Change a lead’s stage from the ribbon

  1. Open the chat.
  2. Click the stage in the ribbon.
  3. Confirm the stage change if prompted.

• Apply a followup sequence to a lead

  1. Open the chat.
  2. Go to Followup Sequences on the right sidebar.
  3. Pick a sequence and save.

• Use AI Tools for a reply

  1. Open the chat.
  2. Switch to AI Tools on the right sidebar.
  3. Generate and insert a suggestion.

• Create a reminder and manage in the modal

  1. Open Calls tab in the sidebar and add a reminder.
  2. Click the reminders icon (left) to open the Calls Reminder modal.
  3. Snooze/Reschedule/Mark Done/Delete.

Related docs

• Auto Followups — sequence builder, recurring schedules, and completion behavior
• AI Qualification
• Dashboard (for managing leads, sequences, settings, and Lead Won sale amount for the Kraya internal org only on the web app)
• WhatsApp API integration (for template messages, broadcasts, and Quick Replies on the Chats page)
• Scheduled Messages — the extension also sends Extension-mode scheduled messages during the same auto-follow-up interval check

Support

If you need help changing the WhatsApp number linked to your Kraya account, or if banners persist after following the steps above, contact your Kraya POC.

Common issues

• Update the Kraya Extension — fix the "New version available" banner on WhatsApp Web.
• Chats not loading — clean reinstall of the extension and WhatsApp Web site data.
• AI not replying — 11-step checklist to restore AI qualification on WhatsApp Web.
• 2 Sessions Detected banner — how primary vs secondary sessions work.
• Account Mismatch banner — when WhatsApp Web and Kraya numbers don't match.
• Sequence Sync banner — refresh WhatsApp Web to pick up Dashboard changes.