Features
AI agent (Kopilot) reads tickets and drafts replies
Grounded AI replies with source citations
RAG pipeline: smart chunking, pgvector retrieval
Workflow builder with IF/ELSE logic and classifiers
Autonomous workflow execution without human intervention
Knowledge base ingestion: PDF, DOCX, HTML, plain text, Markdown, CSV, JSON
CRM with 360° customer view and interaction history
Shopify integration for refunds, order tracking, product recommendations
Email and messaging channel integration
API access (Growth plan and above)
Webhook support (Growth plan and above)
Dataset management and custom entities
Saved views and workspace organization
Public/private knowledge base portal
AI triage with 99.1% accuracy
Automated AI replies with actions (refunds, account updates)
Omnichannel inbox (email, chat, social, voice)
No-code workflow automation
Native knowledge base with semantic search
SingleView customer context (full history, orders, data)
Analytics and SLA management
SOC 2 Type II, GDPR, SSO/SAML compliance
Role-based access and audit logs
Redesigned live chat with self-service focus
Continuous learning from human resolutions
Phased deployment (triage → answers → autonomous)
White-glove implementation with dedicated team
Kay AI agent works with Zendesk, Freshdesk, Intercom, Salesforce
API integration for custom actions
