FAQs

Overview

This document covers frequently asked questions (FAQs) about various Kraya features that don't fit into specific feature documentation. These FAQs address common user questions, troubleshooting scenarios, and feature behaviors.

Bump-Up Messages

Bump-up messages are automated follow-up messages sent to leads in the "New Lead" stage who have not responded. Kraya supports two modes for bump-ups.

Fixed schedule mode:

• Your organization defines a set of bump-up messages and the time gap before each one is sent.
• The default schedule is five messages spaced at 5 minutes, 1 hour, 2 hours, 3 hours, and 8 hours, measured from the previous message in the conversation.
• The message text is fixed per organization, so every lead in the "New Lead" stage receives the same wording for that step.
• Optional message variation: if a fixed message looks very similar to other recent automated messages the lead received (new lead broadcast, auto followup, earlier bump-ups), Kraya will automatically rewrite that single message before sending so the conversation feels natural. Variation can be enabled or disabled by your Kraya's POC; it uses 1 AI credit each time a message is varied.

AI mode (legacy):

• The message text is generated by Kraya's AI for each bump-up so the wording is fresh each time.
• Timing follows a fixed gap between bump-ups (typically 1 hour minimum).

The questions the AI asks are based on your AI Qualification setup. See AI Qualification.

Why is the AI not repeating the last asked question? Why is it asking a new one instead?

Answer:

This is how bump-up messages are designed to work. To avoid appearing repetitive and to keep the conversation engaging, bump-up messages move on to the next question if leads don't reply. This helps maintain engagement and prevents the conversation from feeling stale.

However, before qualifying the lead, the AI should come back to any skipped questions and gather all the necessary information before it qualifies the lead. This ensures that all qualification questions are answered before the lead is marked as qualified.

This applies in AI mode. In fixed-schedule mode, the wording follows the order defined by your organization, so each bump-up is a different message regardless of replies.

How it works:

• Bump-up messages are sent when a lead doesn't reply to previous messages
• Each bump-up attempts to engage the lead in a different way
• In AI mode, if a question was skipped, the AI will return to it before qualification
• In fixed-schedule mode, the messages follow the order set by your organization
• This prevents the conversation from becoming repetitive while ensuring all information is collected

Which channels do bump-ups work on?

Bump-ups work for both WhatsApp leads and Instagram leads. The same schedule applies regardless of channel, and timing is measured from the most recent outbound message on that channel.

Will the same bump-up text be sent to every lead?

In fixed-schedule mode, yes — every lead in the "New Lead" stage receives the same message text for each step. If your organization has enabled message variation, Kraya will detect when a fixed message is too similar to other recent messages in that particular conversation and rewrite that message once before sending. Variation only triggers when the similarity check flags a potential repeat.

Can I change the bump-up message text or schedule myself?

The schedule and message text are configured at the organization level. If you'd like to change them, contact your Kraya POC.

Requirements for bump-ups to send:

• Lead must be in "New Lead" stage
• Bump-up messages must be enabled in user settings
• Lead must have AI replies enabled
• Must be within business hours (if configured)
• Must be on the primary WhatsApp session (WhatsApp Web leads)
• Must not have reached the maximum bump-up limit (1-5 messages per lead)

Limits:

• Maximum bump-up messages per lead: 1-5 (configurable per user, capped by your organization's schedule length)
• Time between bump-up messages:
  • Fixed-schedule mode: follows the per-step delay set by your organization. Default delays are 5 min → 1 hr → 2 hr → 3 hr → 8 hr.
  • AI mode: at least 1 hour between bump-ups.
• Bump-up messages only work for leads in "New Lead" stage
• Message variation (when enabled) uses 1 AI credit per varied message; no credit is deducted if the fixed message is sent as-is

Sending Files (PDFs, Documents, Images)

How do I send a PDF file to leads?

Answer:

There are two main ways to send PDF files (or any attachments) to leads in Kraya:

Method 1: Quick Replies (Recommended for one-time sends)

1. Create a quick reply in the Dashboard or Chrome Extension
2. Add the PDF file as an attachment to the quick reply
3. When chatting with a lead, open the Quick Replies sidebar
4. Click the quick reply to send the message with the PDF attached
5. The file is sent immediately with a single click

Steps:

• Navigate to Quick Replies in the Dashboard or Extension sidebar
• Create a new quick reply or edit an existing one
• Upload the PDF file as an attachment
• Save the quick reply
• Use it from the Quick Replies sidebar when chatting with leads

Method 2: Auto Followup Sequences (Recommended for automated sends)

1. Create an Auto Followup sequence in the Dashboard
2. Add a message step to the sequence
3. Attach the PDF file to that message step
4. Assign the sequence to a lead (or multiple leads)
5. The automation will handle sending the message with the PDF based on the sequence's schedule

Steps:

• Navigate to Auto Followups in the Dashboard
• Create a new sequence or edit an existing one
• Add a message step (WhatsApp message, Email, or Reminder)
• Upload the PDF file as an attachment to that message step
• Set the schedule for when the message should be sent
• Assign the sequence to leads
• The message with PDF will be sent automatically according to the schedule

Supported file types:

• PDF files
• Images (JPG, PNG, etc.)
• Documents (DOC, DOCX, etc.)
• Other file types supported by WhatsApp/Email

File storage:

• Files are stored securely on AWS S3
• Files are accessible via secure URLs
• Files are associated with the quick reply or sequence message

Limitations:

• File size limits may apply (check WhatsApp/Email limits)
• Files must be uploaded through Kraya's interface
• Quick replies are organization-wide (shared across all users)
• Sequence attachments are sent automatically based on schedule

Quick Replies

How do quick replies work with attachments?

Answer:

Quick replies can include file attachments (PDFs, images, documents, etc.). When you create a quick reply with an attachment:

1. Creating a quick reply with attachment:

   • Navigate to Quick Replies in Dashboard or Extension
   • Create a new quick reply or edit an existing one
   • Enter the message content
   • Upload one or more files as attachments
   • Save the quick reply

2. Sending a quick reply with attachment:

   • Open the Quick Replies sidebar in the Chrome Extension
   • Click on the quick reply you want to send
   • The message and attachment are sent immediately to the lead

3. File handling:

   • Files are uploaded to AWS S3 when you create/update the quick reply
   • Files are stored securely and accessible via secure URLs
   • When you delete a quick reply, associated files are also deleted from S3

Features:

• Organization-wide sharing: Quick replies are shared across all users in your organization
• Categories: Organize quick replies by category for easier access
• Placeholders: Use placeholders like {lead_name}, {org_name} in message content
• Multiple attachments: You can attach multiple files to a single quick reply

Auto Followup Sequences

How do sequences send messages with file attachments?

Answer:

Auto Followup sequences can include file attachments in their message steps. When you create a sequence message with an attachment:

1. Adding attachments to sequence messages:

   • Navigate to Auto Followups in the Dashboard
   • Create or edit a sequence
   • Add or edit a message step (WhatsApp message, Email, or Reminder)
   • Upload one or more files as attachments to that message step
   • Set the schedule for when the message should be sent
   • Save the sequence

2. Sending sequence messages with attachments:

   • Assign the sequence to a lead (or multiple leads)
   • The automation will send the message with attachments according to the schedule
   • For WhatsApp messages: Attachments are sent via WhatsApp Extension or WhatsApp API
   • For Email messages: Attachments are sent via AWS SES

3. File handling:

   • Files are uploaded to AWS S3 when you create/update the sequence message
   • Files are stored securely and accessible via secure URLs
   • Files are sent automatically when the sequence message is triggered

Supported message types:

• WhatsApp messages (Extension): Can include attachments (images, PDFs, documents)
• WhatsApp template messages (API): Attachment support depends on WhatsApp API capabilities
• Email messages: Can include attachments (PDFs, images, documents)
• Reminders: Typically don't include attachments (they're notifications)

Limitations:

• File size limits may apply (check WhatsApp/Email limits)
• Files must be uploaded through Kraya's interface
• Sequence attachments are sent automatically based on schedule
• Email attachments require email credits

General Troubleshooting

Why aren't my messages sending?

Common causes and solutions:

1. Not on primary session:

   • Automated messages (AI replies, bump-ups, auto followups) only send from the primary WhatsApp session
   • Check for the "Multiple sessions" banner in the Extension
   • Log out of other WhatsApp Web sessions on other devices/browsers
   • Refresh the page to make the current device primary

2. Business hours:

   • If business hours are configured, messages only send during those hours
   • Check your business hours settings in the Extension
   • Adjust business hours if needed, or disable the restriction

3. Lead stage:

   • Some features (like bump-up messages) only work for leads in "New Lead" stage
   • Check the lead's current stage in the Dashboard or Extension
   • Move the lead to the appropriate stage if needed

4. Settings disabled:

   • Check that the relevant feature is enabled in Extension Settings
   • AI Auto-Reply, Bump-Up Messages, Auto Follow-up must be enabled
   • Verify user-level settings are configured correctly

5. Credits:

   • Check that your organization has sufficient credits
   • AI replies and some features consume credits
   • Contact support if you need to add credits

6. Message limits:

   • Check if you've reached your message limit (free tier or plan limits)
   • Wait for the limit to reset or upgrade your plan

Why is my lead not being created automatically?

Common causes and solutions:

1. Auto Lead Creation disabled:

   • Ensure "Auto Lead Creation" is enabled in Extension Settings
   • Check user-level settings in the Extension

2. Not on primary session:

   • Auto lead creation runs only from the primary WhatsApp session
   • Check for the "Multiple sessions" banner
   • Log out of other sessions and refresh

3. Chat is ignored:

   • Check if the chat/phone number is in the ignored chats list
   • Remove it from ignored chats if needed

4. Message from yourself:

   • Auto lead creation only works for incoming messages from leads
   • Messages you send yourself won't create leads

5. Extension not active:

   • Ensure the Extension is active and logged in
   • Refresh web.whatsapp.com if needed

Why aren't my sequences sending?

Common causes and solutions:

1. Sequence not assigned:

   • Verify the sequence is assigned to the lead
   • Check the lead's active sequence in the Dashboard or Extension

2. Sequence not active:

   • Ensure the sequence is marked as "Active" in the Dashboard
   • Inactive sequences won't send messages

3. Not on primary session (for Extension sequences):

   • WhatsApp Extension sequences only send from the primary session
   • Check for the "Multiple sessions" banner

4. Business hours:

   • If business hours are configured, sequences respect those hours
   • Check business hours settings

5. Contact not found:

   • If a WhatsApp contact is not found, auto followup is automatically turned off
   • Check if the phone number is correct
   • Re-add the contact in WhatsApp if needed

6. Email credits (for email sequences):

   • Email sequences require email credits
   • Check that your organization has sufficient email credits
   • Email credits are separate from regular credits

How do I know if my message was sent?

Ways to verify message delivery:

1. Check the chat:

   • Look in the WhatsApp chat to see if the message appears
   • Messages sent via Extension appear in the chat immediately
   • Messages sent via API may take a few seconds

2. Check message status:

   • In the Extension, check the message queue status
   • Messages show as "Sent" when successfully delivered
   • Failed messages show an error status

3. Check lead activity:

   • In the Dashboard, check the lead's activity timeline
   • Sent messages appear in the lead's activity history

4. Check sequence progress:

   • In the Dashboard, check the lead's active sequence progress
   • Sequence messages show as "Sent" when delivered

Feature-Specific FAQs

Can I use quick replies across different chats?

Answer: Yes. Quick replies are organization-wide and can be used in any chat. They're shared across all users in your organization, so any user can use any quick reply.

Can I edit a quick reply after creating it?

Answer: Yes. You can edit quick replies at any time. Changes to the quick reply (including attachments) are saved immediately and will be reflected the next time you use it.

Can I delete attachments from a quick reply or sequence?

Answer: Yes. When you edit a quick reply or sequence message and remove attachments, the files are automatically deleted from S3 storage. You can add new attachments at any time.

Do sequence attachments work with email sequences?

Answer: Yes. Email sequences support file attachments. Attachments are sent via AWS SES along with the email message. Email attachments require email credits.

Can I send the same PDF to multiple leads at once?

Answer: Yes. You can:

• Create a quick reply with the PDF and use it for multiple leads individually
• Create a sequence with the PDF and assign it to multiple leads (they'll receive it based on the schedule)
• Use bulk actions in the Dashboard to assign sequences to multiple leads

Why is my attachment not sending?

Common causes:

• File size exceeds limits (check WhatsApp/Email limits)
• File format not supported
• Network issues during upload
• File upload failed (try uploading again)

Solutions:

• Compress the file if it's too large
• Check file format compatibility
• Ensure stable internet connection
• Try uploading the file again

Related Features

• Chrome Extension - Using quick replies and bump-up messages in the Extension
• Auto Followups - Creating sequences with attachments
• Dashboard - Managing quick replies and sequences
• AI Qualification - Understanding how bump-up messages relate to qualification

Additional Resources

For more specific questions about:

• Bump-up messages: See Chrome Extension documentation for detailed bump-up message behavior
• Quick replies: See Chrome Extension documentation for quick reply features
• Sequences: See Auto Followups documentation for sequence creation and management
• File attachments: See Auto Followups documentation for attachment handling in sequences

If you have questions not covered in this FAQ, please contact support or refer to the specific feature documentation.