FAQ

Frequently Asked Questions

Got questions? We've got answers! 💡 Here are the most common things people ask about Kayse AI.

🚀 Getting Started

How do I create my first case?

  1. Click + New Case at the top of the screen
  2. Type in a case name (like "Smith - Personal Injury")
  3. Pick the case type
  4. Add the client's info
  5. Click Create Case

See Cases for more details.

How do I import existing data?

  1. Go to Settings → Import
  2. Download the import template
  3. Fill in your data
  4. Upload the file
  5. Match your columns to Kayse AI fields
  6. Check everything and finish the import

See Import & Export for step-by-step instructions.

How do I invite team members?

  1. Go to Settings → Team
  2. Click Invite Team Member
  3. Enter their email address
  4. Pick their role (Admin or User)
  5. Click Send Invite

📋 Cases & Clients

Can one client have multiple cases?

Yes! 🎉 One client can be connected to more than one case. This is handy for returning clients or people with multiple matters.

Can one case have multiple clients?

Yes! A case can have more than one client linked to it. This happens a lot in family law or cases with multiple parties.

How do I merge duplicate clients?

  1. Open one of the client profiles
  2. Click the three-dot menu (⋮)
  3. Select Merge Client
  4. Search for the duplicate
  5. Pick which info to keep
  6. Confirm the merge

How do I change a case's type?

Open the case, click the case type field, and pick a new type. Heads up — custom fields might change based on the new type!

Can I delete a case?

Cases get archived (hidden) instead of being fully deleted. This keeps the data safe for legal reasons. 🔒

💬 Communication

Why isn't my SMS delivering?

Here are some common reasons:

Check the message status in the conversation for more details.

How do I know if an email was opened?

Email tracking shows if someone opened your email. Look for the "Opened" tag next to sent emails in the conversation view. 👀

Can clients opt out of messages?

Yes. Clients can reply STOP to any text message to opt out. They'll automatically be marked and won't get any more automated texts.

How do I send a message to multiple clients?

Use bulk messaging:

  1. Make a list with the cases you want
  2. Go to that list
  3. Click Bulk Actions → Send Message
  4. Write your message and send it

Or use a campaign for bigger outreach efforts. 📢

📣 Campaigns

How do I stop a running campaign?

  1. Go to the campaign
  2. Click Pause
  3. Any calls already happening will finish, but no new ones will start

Click Resume when you're ready to start again.

What's the best time to run campaigns?

Check Analytics for your success rate heatmaps. 🗺️ These show you which days and times get the best answer and success rates for your audience.

How many calls can run at the same time?

It depends on your plan's limit. Check Settings → Company to see your current limit.

Can I schedule a campaign for a future date?

Yes! When you create a campaign, set the start date to the future. The campaign will kick off at that time automatically. ⏰

🤖 AI & Voice

Can the AI handle any question?

The AI follows your instructions and can look things up in your knowledge bases. If it can't answer something, it will:

How do I improve AI performance?

Can clients tell they're talking to AI?

The AI sounds pretty natural! But being honest is a good idea. Many firms have the AI introduce itself or mention it's an automated system. 🤝

What if the AI makes a mistake?

Check calls regularly by reading transcripts. Update your prompts and knowledge bases to make the AI more accurate. It gets better over time as you refine things!

How do I set up call transfer?

  1. Go to AI Receptionist settings
  2. Turn on call transfer
  3. Enter the phone number to transfer to
  4. Pick the transfer type (cold or warm)
  5. Set when the transfer should happen

📝 Forms & Tasks

Can clients save progress and return later?

Yes! 💾 Progress saves automatically. Clients can close the form and come back to the same link later to pick up where they left off.

How do I set due dates for tasks?

When you add a form to a case, you can set due dates. You can also set default due dates on task templates.

What file types can clients upload?

Here are the common types that work:

Executable files, scripts, and macro-enabled Office files are blocked automatically for safety.

How do I require e-signatures?

Add a Signature type task to your form. Clients can sign using their finger on a phone or a mouse on a computer. ✒️

🔗 Integrations

How do I connect my CRM?

  1. Go to Settings → Integrations
  2. Pick your CRM
  3. Enter your API credentials
  4. Set up the field mappings
  5. Turn on the sync

Reach out to support if you need help with your specific CRM.

How often does data sync?

That depends on your setup:

What happens if sync fails?

Failed syncs get logged and you can try again. Check Settings → Integrations for the sync status and error details. 🔄

👤 Account & Billing

How do I change my password?

  1. Go to Profile Settings → Security
  2. Click Change Password
  3. Type your current password and your new one
  4. Save

How do I enable two-factor authentication?

  1. Go to Profile Settings → Security
  2. Click Enable 2FA
  3. Scan the QR code with your authenticator app
  4. Enter the code it gives you
  5. Save your backup codes (keep these safe!) 🔐

How do I reset a team member's password?

Team members can reset their own passwords using the "Forgot Password" link on the login page.

How do I view my usage?

Go to Settings → Billing to see:

How do I change my plan?

Contact support to upgrade, downgrade, or change your plan. 📧

🛡️ Security & Compliance

Is Kayse AI HIPAA compliant?

Yes! Kayse AI has HIPAA compliance features for healthcare-related legal practices. Turn on HIPAA mode in Settings → Company → Compliance and sign a Business Associate Agreement (BAA).

How long is data kept?

It depends on your data type and plan:

See Security & Compliance for all the details.

Can I export all my data?

Yes! Go to Settings → Export to request a full data export. You'll get a download link by email. 📥

How do I report a security issue?

Email security@kayse.ai. We respond to security reports within 24 hours.

🔧 Troubleshooting

The page isn't loading correctly

Try these steps:

  1. Refresh the page
  2. Clear your browser cache
  3. Try a different browser
  4. Check your internet connection

If it's still not working, contact support.

I'm not receiving notifications

  1. Check Profile Settings → Notifications to make sure they're turned on
  2. Look in your email spam folder
  3. Make sure your email address is correct
  4. Check your browser's notification permissions

My import failed

Here are some common causes:

Read the error message for specific details.

I can't find a case or client

🆘 Getting Help

How do I contact support?

What info should I include when reporting an issue?