All docs Kalfa AI
How Kalfa AI answers
What Kalfa AI can and cannot do, when it hands over to your team, the handoff profiles, and the settings that control it.
Kalfa AI is the AI agent that answers your customers on the website chat and on WhatsApp. It uses the same settings on both channels.
What Kalfa AI does
- Store questions — from your knowledge sources only. Without an approved source it does not guess; it hands over.
- Order questions — status, shipping and tracking, invoices, returns — from your live store data, after the customer is verified.
- Product questions — searches your catalogue and recommends up to three products, shown as cards (on WhatsApp as short lines with a link).
- Languages — answers in the customer's language; widget texts are translated for the supported languages.
- Order actions — cancellations, returns, address changes and discount codes, only when order actions are switched on.
Kalfa AI never decides who may see an order: that is checked by Arasta from the verification, not by the AI.
When Kalfa AI hands over
The conversation goes to your team (status Waiting) with an AI handover card — what the customer wants, what was tried, important facts, sentiment, urgency and the next step. Common reasons, as shown in the Inbox:
- the customer asked for a person,
- the topic's workflow is Off,
- no approved knowledge covers the question, or Kalfa AI was not confident,
- verification attempts were used up,
- the store system could not be reached,
- the AI allowance is used up, or Kalfa AI is off at this time (business hours).
Handoffs are assigned automatically to online agents — see Inbox.
Human handoff profile
Store → Workflows → Human handoff (Owners and Admins) decides how quickly an unresolved request goes to your team:
| Profile | Behaviour |
|---|---|
| Conservative (default) | Hands over at the first answerability failure. |
| Balanced | Allows one safe follow-up and offers your team; hands over if the next attempt on the same topic fails. |
| Prioritise AI assistance | Allows up to two safe follow-ups and offers your team; hands over if a third attempt fails. |
Explicit requests for a person and accepted handoff offers always transfer immediately. Source checks, confidence thresholds, verification limits and failure handling stay in force with every profile.
Digital products
Kalfa AI checks the items of every order. Digital items (virtual or downloadable products in Magento, items that need no shipping in Shopify) are never treated as shipped: Kalfa AI does not look for a carrier or tracking number for them and explains that they arrive by email, as a download or as a licence. For downloadable products, Kalfa AI tells the customer whether each download is available and how many downloads are left (Magento with the Arasta Live Chat module 3.2.0 or later); the download link itself stays in the customer's account and the order email. A digital order's delivery address cannot be changed.
Settings that control Kalfa AI
| Setting | Where | Effect |
|---|---|---|
| Mode per topic (Autonomous / Shadow / Off) | Store → Workflows | Whether Kalfa AI answers, drafts for review, or hands over. See Workflows and shadow mode. |
| Human handoff profile | Store → Workflows | See above. |
| Business hours, "Let the AI answer outside business hours" | Store → Widget | When Kalfa AI may answer. |
| Kalfa AI answers WhatsApp messages | Store → Channels | Turn Kalfa AI off for WhatsApp only. |
| Knowledge sources | Store → Knowledge | What Kalfa AI may say about your store. |
| Return window | Store → Widget | Return eligibility checks. |
| This store sells only digital products | Store → Workflows → Products and delivery | Kalfa AI never talks about carriers, tracking or delivery addresses and offers no address change. Without it, each order is judged by its items. |
| AI disclosure text | Store → Widget | The notice that customers are talking to an AI. |
| Plan allowance and overage | Billing | When the monthly allowance is used up without overage, new conversations go to your team. |
Every change on the Workflows tab creates a new configuration version, so you can tell which settings an answer was given with.
Safety
- Kalfa AI does not follow instructions hidden in customer messages that try to change its behaviour; such attempts are handed to your team.
- Verification codes are never shown to Kalfa AI or stored in the conversation.
- Answers about policies need a knowledge source; an answer without one is blocked and handed over.