Kai answers most questions instantly from your content. Some conversations need more than that: a technical issue, a question that spans several systems, something that has to be investigated rather than looked up. Kai Resolve is the agent that does that investigation, and it sits between Kai and your team.
Instead of every hard conversation landing in your inbox, Kai Resolve takes it first. It reads the whole conversation, digs through your connected knowledge and code, and works toward a resolution on its own. Only when it can't settle the issue does the conversation reach your team, with the full investigation attached.
Kai Resolve replies under its own name and avatar, for example "Technical analyst" or a name you choose. A short handoff message is always posted when it takes over, and every reply carries the AI label. Customers see that a specialist has stepped in; they never mistake it for a person.
Kai Resolve is one project-wide setting with four independent triggers. Each one is a door into the second level, and Kai Resolve is on as soon as any door is open.
When Kai can't answer. Kai hands the conversation over on its own when it finds no useful answer, hits a knowledge gap, or the customer is clearly unhappy. With Ask the customer first on, Kai offers the handover instead and waits for a yes.
Kai Resolve as second level of support. Whenever a conversation would leave Kai for the inbox, including when a customer asks for a person, Kai Resolve tries first. Only its own transfer rules reach your team. Off means requests for a person go to your team directly.
Widget button. A standing "Talk to our technical analyst" button in the messenger. While it's on, it replaces the support-team button, because the team is the step after the analyst.
Analyze bug reports first. New bug reports from the widget are held briefly while Kai Resolve investigates, then handed to your team with the findings attached. This one needs no workflow at all.
Kai Resolve gets exactly one attempt per conversation. If it can't resolve the issue, or the customer asks for a person after it has taken over, the conversation goes to your team and Kai Resolve is not offered again on that conversation. Nothing it does is irreversible: it investigates and proposes, a person decides.
The triggers ride on every live workflow that has a Let Kai answer step on the messenger. No workflow is created, edited or unpublished when you turn Kai Resolve on. Email, WhatsApp and the other channels are not covered by the project setting; a workflow on those channels can still hand over to Kai Resolve through its own custom settings.
If no live workflow on the messenger has a Let Kai answer step, Kai Resolve has nothing to attach to and stays idle. The settings page tells you when that's the case.
