Kulpunai 101

Kulpunai Glossary

Kulpunai Glossary Key Terms Agent A member of your customer support team who can view and respond to customer messages. Inbox A channel instance that connects your website, social media accounts, or messaging platforms to Kulpunai. Conversation A thread of messages between a customer (contact) and your support team. Contact A customer or visitor who initiates a conversation with your team. Label A tag used to categorize and organize conversations. Team A group of agents organized by function or department. Canned Response A pre-saved message template that agents can quickly insert into conversations. Automation Rules that automatically perform actions based on specific triggers. Campaign Proactive outbound messaging to engage website visitors or contacts. Captain Kulpunai's AI-powered assistant that helps automate responses and reduce agent workload. Help Center A self-service knowledge base where customers can find answers to common questions. SLA (Service Level Agreement) Performance metrics that define response time and resolution time expectations. Webhook HTTP callbacks that notify external systems when events occur in Kulpunai. Custom Attribute Additional data fields you can attach to conversations or contacts.

Getting Started with Kulpunai

Getting Started with Kulpunai Welcome to Kulpunai! Kulpunai is a modern, open-source customer support platform that helps businesses deliver exceptional customer experiences. This guide will help you get started quickly. What You Can Do with Kulpunai Omnichannel Support - Connect website live chat - Integrate Facebook, Instagram, Twitter - Add WhatsApp, Telegram, SMS channels - Manage email support Team Collaboration - Add unlimited agents - Create specialized teams - Assign conversations automatically - Collaborate with internal notes Automation - Set up automated responses - Create workflow automations - Use AI-powered Captain for smart replies Analytics - Track response times - Monitor team performance - Measure customer satisfaction Quick Start Steps 1. Create your account - Sign up at kulpunai.com 2. Add your first inbox - Start with website live chat 3. Invite your team - Add agents to handle conversations 4. Customize settings - Set up business hours, canned responses 5. Start conversations - Begin engaging with customers Next Steps - Explore the Dashboard Basics - Learn about core features - Set up your first automation

Your First Conversation

Your First Kulpunai Conversation Understanding the Conversation Interface When a customer sends a message, it appears in your inbox. Here's what you'll see: Left Sidebar - List of all conversations - Filter by status (Open, Pending, Resolved) - Search conversations - View assigned/unassigned conversations Center Panel - Full conversation thread - Message input area - Attachment options - Canned response selector (type /) Right Sidebar - Contact information - Conversation details - Labels and attributes - Previous conversations Responding to Messages 1. Select the conversation from the left sidebar 2. Type your response in the message input 3. Use canned responses by typing / followed by the shortcode 4. Add attachments using the paperclip icon 5. Send by pressing Enter or clicking Send Managing Conversation Status - Open: Active conversations needing attention - Pending: Waiting for customer response - Snoozed: Temporarily paused - Resolved: Completed conversations Tips for Great Conversations - Respond promptly - Use personalization with contact name - Leverage canned responses for common questions - Add internal notes for team context - Assign to the right team member when needed

Dashboard Basics

Dashboard Basics Main Navigation Home Quick overview of your conversations and activity. Conversations The primary workspace where you handle customer messages. Contacts Customer database with contact information and history. Reports Analytics and performance metrics. Campaigns Proactive messaging tools. Help Center Manage your knowledge base articles. Settings Configure your account, inboxes, team, and preferences. Keyboard Shortcuts Speed up your workflow with these shortcuts: - Cmd/Ctrl + K - Open command bar - Cmd/Ctrl + / - View all shortcuts - Alt + N - New conversation - Alt + R - Resolve conversation - Alt + M - Mute conversation - Alt + E - Reopen conversation Command Bar Press Cmd/Ctrl + K to open the command bar for quick actions: - Switch between conversations - Navigate to settings - Search contacts - Execute macros - Change conversation status Notifications Kulpunai notifies you about: - New conversations - Assigned conversations - Mentions in notes - SLA breaches Configure notification preferences in Settings → Notifications.