Kai can answer on every channel Gleap supports — the messenger in your product, email, WhatsApp, Instagram, Facebook, Telegram and Slack. Nothing about Kai changes per channel; what changes is which workflow runs where.
A channel has to be connected before a workflow can use it. Until then it won't appear in the list described below.
Open Automation and open the workflow containing the Let Kai answer step. In its trigger settings there's a Platform section with one switch per channel. Turn on the ones this workflow should cover.
One detail catches people out. For workflows that start when a conversation begins, the messenger and email are two separate switches. For every other trigger they're combined into a single switch labelled “Widget & email” — so you can't enable one without the other there.
With two WhatsApp numbers, or several Facebook pages, you may want Kai on one and not the other. When more than one account of a type is connected, an extra list appears under the platform switches where you pick the specific accounts. With only one connected there's nothing to choose, so the list stays hidden.
Leaving all of them unselected means every account of that type, which is also what happens to workflows built before you added the second account.
The configuration is the same everywhere, but the channels aren't. People write differently on WhatsApp than in a support email, and answers that read well in the messenger can feel long in a chat app — the response length setting is worth revisiting once you've read a few real conversations from each channel.
WhatsApp also has its own rules about when a business may message someone. Those rules apply to your team's replies as much as to Kai's, and are worth understanding before you turn it on there.
