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Workflows and shadow mode
Choose per topic whether Kalfa AI answers on its own, drafts for your review, or hands over — and read the shadow mode report.
Store → Workflows → Topics sets how Kalfa AI handles each topic. Owners and Admins can change it.
Topics and modes
The six topics are Order status, Shipping & tracking, Invoices, Returns & refunds, Store information and Product questions. Each has one mode:
| Mode | What happens |
|---|---|
| Autonomous (default) | Kalfa AI answers the customer directly. |
| Shadow (draft for review) | Kalfa AI writes a draft only your team sees. The customer reads "A team member will reply shortly." Your team sends the draft as is, edits it, or discards it. |
| Off (hand to a person) | The topic always goes to your team. |
Click Save workflows. Each save creates a new Configuration version. The modes apply to the website chat and WhatsApp alike.
Other topics Kalfa AI recognises — greetings, small talk, "asked for a person" and other questions — are not configured here.
Reviewing shadow drafts
Shadow drafts appear in the conversation as AI draft (not sent). Optionally edit the text, then click Send or Discard. After review the draft shows Sent as is, Edited and sent or Discarded.
Shadow mode report
The report on the Workflows tab covers the last 30 days. A draft would have resolved the question when it was sent unedited or with less than 20% of its characters changed. You see the overall would-have-resolved rate and, per topic, drafts, drafts not reviewed and the rate.
Recommended start: put new topics in Shadow for the first weeks, then move each topic to Autonomous once its rate is high.
Templates and action rules
With order actions enabled for your organization, the Workflows tab has two more sections: Templates and Action rules. See Order actions and approvals.