In-app Support Chat

Text-only AI assistant inside the Dashboard that helps you learn Kraya and troubleshoot common questions without spending org credits.

Overview

The in-app support chat is a text-only assistant available while you are signed in to Kraya on the Dashboard. It helps you learn how to use Kraya and troubleshoot common questions. Your messages and the assistant’s replies are saved for the current chat so you can continue after refreshing the page. Using this assistant does not consume your organization’s AI reply credits.

What you can do

Open help from a floating button on Dashboard pages, read the welcome message, and type questions in your own words
Send messages with the send control or the Enter key (use Shift+Enter if you need a new line in a longer message)
See a typing-style indicator while the assistant prepares a reply
Open a larger chat panel on desktop using the maximize control, and return to the smaller size with minimize
Start a WhatsApp chat with Kraya from the header when you want to speak with someone on WhatsApp instead
Start a New Chat to clear the on-screen thread and begin a fresh conversation with the assistant
Close the panel when you are done; your conversation stays associated with your account until you start a new chat or sign out
Scroll up in a long conversation to load earlier messages automatically when you reach the top of the message list

How it works

The chat appears only on signed-in Dashboard routes. On some specialized pages it stays hidden so it does not get in the way of other tools (for example the page where you configure the website WhatsApp widget, hosted account chat screens, and most Knowledge Base pages other than the FAQ area).
The first time you send a message, Kraya creates a conversation for you. A small browser cookie remembers the current conversation so that after you reload the page or come back later, the same thread can be restored when you open the chat again.
If you sign out, that cookie is cleared so the next sign-in does not accidentally attach an old thread to a new session. If a different user signs in on the same browser, Kraya clears a mismatched conversation cookie so one user never continues another user’s chat.
While you wait for a reply, you cannot send another message from the same box until the current reply finishes or fails.
If a new assistant reply arrives while the panel is closed, a small indicator on the floating button can show that there is something new to read.
On the CRM page, if call reminders are expanded in the large view, the help panel may close automatically so the two overlays do not overlap. The floating button moves upward when a compact reminders strip is visible so both stay usable.

Step-by-step guide

Open the assistant

Look for the round floating button near the lower-right area of the screen on Dashboard pages.
On a desktop browser, you can hover over the button to see the text “Chat and get instant help.”
Click the button to open the chat panel.

Read the header and welcome area

The header shows “Need help?” and “Ask me anything about Kraya,” along with actions described in the next steps.
When there are no messages yet, you see the welcome text inviting you to ask what you would like to do, with the mascot illustration.

Send a message

Click in the message field at the bottom, type your question, and click the send control, or press Enter to send.
To add another line before sending, use Shift+Enter so Enter does not send the message early.
Wait for the reply; a typing indicator appears while the assistant is working.

Use WhatsApp from the header (optional)

Click the WhatsApp icon in the header. A new browser tab opens so you can message Kraya on WhatsApp.

Resize on desktop (optional)

Click the maximize control to enlarge the panel for easier reading. Click minimize to return to the default size. On small screens this control is not shown; the panel uses the full screen layout instead.

Close the panel

Click Close in the header, or on desktop use the extra close control shown near the bottom of the panel when it is open. Closing does not delete your conversation; it only hides the panel.

Hide the floating button until you change page (optional)

A small close control on the floating button area lets you hide the entire assistant until you navigate to another Dashboard page, when the button appears again.

Start over with New Chat

Click New Chat in the header to clear the visible thread and the saved conversation cookie. The next message you send starts a brand-new conversation.

Review older messages in a long chat

Scroll to the top of the message list. When more history exists, Kraya loads older messages and inserts them above what you already see.

Settings and configuration

There is no separate settings page for this assistant. Optional behavior such as WhatsApp handoff uses Kraya’s standard support contact from the product.

Role-based behavior

All signed-in Dashboard users in your organization see the same assistant behavior. There is no separate “admin only” mode inside the chat.

Limits and quotas

Sending messages: To protect the service, Kraya limits how often you can send a message in a short period. If you hit that limit, wait about one minute and try again. You may still see the generic retry message inside the chat; waiting briefly before sending again is the right next step.
Credits: Messages you send here do not reduce your organization’s AI reply credits used for lead conversations.
Content: Only plain text is supported. You cannot upload files or images into this chat.

Common edge cases

Assistant says “Something went wrong. Please try again.” Your conversation id is kept; send again after a moment. If it keeps happening, check your connection or try again later.
Conversation looks empty after opening even though you chatted before You may have used New Chat, signed out, or switched to a different Kraya user on the same browser. Any of those clears or replaces the stored conversation.
Floating button missing You may be on a page where the assistant is intentionally hidden, you may have used the hide control on the button, or you may not be under the signed-in Dashboard layout. Navigate to another Dashboard page or refresh if needed.
Hosted account chat or Knowledge Base (non-FAQ) The assistant stays hidden on those routes so it does not overlap dedicated workflows. Open any other Dashboard area or open FAQ under Knowledge Base if you need the button there.
Pending call reminders on CRM If the reminders widget is expanded to the large layout, the help panel closes. Minimize reminders to open the assistant again.

Troubleshooting

Problem: I cannot send a message; the field or send button stays disabled

Cause: A reply is still in progress, or the field is empty.
Fix: Wait until the typing indicator disappears. Ensure there is text in the field. If it never finishes, refresh the page and try once more.

Problem: I get “Something went wrong. Please try again.” every time

Cause: Network interruption, a temporary service issue, or sending too many messages in a very short time.
Fix: Wait a minute, check your network, then send again. If the problem continues, use the WhatsApp header action to reach Kraya or contact your account contact.

Problem: WhatsApp opens but is not the number I expected

Cause: This action is wired to Kraya’s support WhatsApp entry point in the product, not to your own website widget number.
Fix: For chatting with your own visitors on your site, use the WhatsApp website widget on your property. For help using Kraya, continue in the in-app chat or stay on the opened Kraya support thread.

Decision tree

If the button is missing → confirm you are on a supported Dashboard page and have not hidden the button; change page or refresh.
If sending fails → wait briefly and retry; avoid rapid repeated sends.
If you need a human → use the header WhatsApp control or your usual Kraya support channel.

FAQs

Does this chat train on my leads or private customer data? It is meant for product help. Do not paste sensitive personal data you would not share with support.
Can my website visitors use this chat? No. Only signed-in users on your Kraya Dashboard see it. Website visitors use your separate embeddable WhatsApp widget if you install one.
Will refreshing lose my messages? No, as long as you stay signed in and do not start New Chat or sign out. Kraya reloads your current conversation from the server using the saved conversation id.

Tips and best practices

Ask one clear question at a time for the clearest answers.
Use New Chat when you switch topics completely so the assistant is not influenced by an unrelated earlier thread.
On mobile, if the keyboard covers part of the screen, scroll inside the message area after dismissing the keyboard if anything feels cut off.

Dashboard — main workspace where the help button appears
WhatsApp website widget — optional visitor-facing button for your own site, separate from in-app help