All docs Account
FAQ and troubleshooting
Quick answers to common questions and what to check when something does not work.
Kalfa AI
Kalfa AI does not answer — conversations go straight to my team. Check, in this order: you have an active plan or trial; the monthly allowance is not used up (Billing); the topic's workflow is not Off (Store → Workflows); business hours allow Kalfa AI to answer or "Let the AI answer outside business hours" is on (Store → Widget); for WhatsApp, "Kalfa AI answers WhatsApp messages" is on (Store → Channels).
Kalfa AI says it cannot answer a store question. Add the information as a knowledge source, or answer it from the Unanswered questions report. See Knowledge sources.
Kalfa AI answered with outdated policy text. Open the source on Store → Knowledge and click Sync now.
Can I change Kalfa AI's name, tone or AI model? The name and models are set by Arasta. The greeting and the AI disclosure text are on Store → Widget.
Website chat
The widget does not appear on my store. Check that the snippet is on every page (or the Shopify app embed is on), the page's domain is in Allowed domains, and the widget is not in Testers only mode without your IP address.
Customers see the offline form during the day. Nobody on your team was online, or business hours are not set correctly. Set Your status to Online and check the hours and time zone.
Messages do not arrive in the Inbox / replies are not delivered. See the troubleshooting table on Connect WhatsApp.
Why can't I reply to a WhatsApp conversation? WhatsApp allows replies only within 24 hours of the customer's last message. You can answer as soon as the customer writes again.
Orders and verification
A customer did not get the verification code. Codes go to the email address on the order and are valid for 10 minutes. Ask the customer to check spam. After too many attempts, verification is locked and the conversation comes to your team.
The store connection test fails. Magento: the integration must be activated with access to Sales, Customers, Catalog, Content and Stores, and the store URL must use https. Shopify: reinstall the app. See Connect Adobe Commerce / Magento and Connect Shopify.
Team and account
I cannot invite a teammate. All seats may be in use: upgrade the plan or add an extra seat. Only Owners and Admins can invite.
How do I remove a member or change a role? Contact us; this is not in the dashboard yet.
Where do I get help? Use Help in the sidebar (this wiki, and the help assistant when it is enabled for you) or the Contact page on arasta.io.
What can the help assistant see? The help assistant on the Help page answers from this wiki and, for questions about your own setup ("why does nobody see my widget?", "is my WhatsApp connected?"), looks at your organization's settings with read-only checks: your stores and go-live checklist, widget settings, Kalfa AI settings, knowledge sources (including sync errors and language), channels, and — for Owners and Admins — plan and usage, activity counts and the team. Under each answer it lists what it looked at.
It never changes a setting, never sees API keys, tokens or passwords, never sees tester IP addresses (only how many there are), and never sees your customers' conversations or personal data — activity is shown as counts only. It only sees your own organization.
Your questions are not stored. The questions you ask the help assistant and its answers are not kept on our side; only your browser keeps the conversation until you press "Start over".