Help

Inbox & tickets

📚 Answers (what the AI and your team reply)

1. Open Menu → 📚 Answers. Everyone on the team can read them; owners and managers add and change them.
2. Fastest way (owners and managers): press “Tell Raabta” at the top of 📚 Answers (or the orange 🤖 Ask Raabta button) and just write what a new employee should know — “our monthly plan is 9,999, delivery takes 3 days, we are open 10 to 8, COD available”. Raabta turns it into one answer per topic (and can set the AI's name or switch it on if you ask). Check the list and press “Do it” — nothing is saved before that. Saying it again with new facts updates the same answer instead of adding a copy.
3. Press “+ Add answer”: write the question the way customers ask it (e.g. “How do I print an invoice?”) and the answer or steps. Keywords are optional. Save.
4. That's all: the AI now sends this answer to customers by itself, day and night, in their language — even when they word the question differently.
5. Have a help centre or documents? Press “⬇ Import” and paste page addresses or text; each section becomes an answer.
6. Replying yourself? In any chat press “💬 Answers”, search, pick one — it's put in the reply box to check and Send.
7. If the AI answered wrongly, anyone presses 👎 on its reply and writes the right answer; owners and managers approve it under “👎 Corrections to review” at the top of this page, and it becomes an answer.

🌐 Website chat

1. Website chat is a paid add-on: ask Komyosys support to add it to your business. Then open Menu → ⚙️ Settings → 🌐 Website chat (owners and managers).
2. Write the title, the name visitors see (e.g. your brand — your Raabta workspace name is never shown to them) and the greeting, pick your colour, and choose whether to ask for name and phone/email first (visitors can skip it).
3. Optional: list your website address(es), e.g. https://myshop.pk — then the bubble works only there.
4. Press Turn on website chat and copy the one-line code. Paste it on your website just before </body> (Shopify: Online Store → Themes → ⋯ → Edit code → theme.liquid; WordPress: a header & footer scripts plugin).
5. Visitors' messages arrive in the Inbox with 🌐, as “Website visitor” until they give their name. Your AI Assistant answers first (if it's on) and your team replies from the same reply box — the visitor sees it in the bubble within a few seconds.

📸 Instagram DMs

1. Instagram is a paid add-on: ask Komyosys support to add it to your business. Your Instagram account must be a professional one (Instagram app → Settings → Account type → Business or Creator).
2. Open Menu → ⚙️ Settings → 📸 Instagram (owners and managers) and press Connect Instagram.
3. Log in to Instagram and allow Raabta to read and answer your messages. You come back to Settings with “Connected · @yourshop”.
4. New DMs arrive in the Inbox marked 📸, as one chat per customer. Your AI Assistant answers first (if it's on) and your team replies from the same reply box.

✉️ Email

1. Email is a paid add-on: ask Komyosys support to add it to your business.
2. Open Menu → ⚙️ Settings → ✉️ Email (owners and managers). Choose your address (e.g. myshop@inbox.komyosys.ai), the name replies come from, and an optional signature, then press Turn on email.
3. Forward your own support address to it (Gmail: Settings → Forwarding and POP/IMAP; Outlook: Settings → Mail → Forwarding), or put the address on your website.
4. Each email arrives in the Inbox marked ✉️, with its subject as the chat title. Your AI Assistant and team reply from the same reply box; the customer gets an email in the same thread, with the ticket number in the subject.

📣 Broadcasts

1. Open Menu → 📣 Broadcasts (owners and managers; part of the Pilot and E-commerce plans — otherwise ask Komyosys to add it).
2. Press + New broadcast and give it a name only your team sees (e.g. “Eid sale”).
3. Choose an approved WhatsApp template. Make one on Menu → 📝 WhatsApp templates if you have none; Meta approves most within minutes. Fill each {{1}}, {{2}}… with the customer's first name or your own text — the green bubble shows how it will look.
4. Choose who gets it: customers who wrote in the last N days, all customers, customers with a ticket tagged (e.g. “VIP”), or paste a list of numbers with country code. Raabta shows how many will get it and how many are left out because they replied STOP.
5. Choose Now or Later, tick that these customers agreed to receive messages from you, and send.
6. Follow it on the same page: Sent, Delivered, Read, Replied and Failed (with WhatsApp's reason per customer). Replies arrive in the Inbox like any chat, with the broadcast shown at the top of the ticket; the AI and your team answer as usual.

💬 Automatic messages

1. Open Menu → 💬 Automatic messages (owners and managers change them; everyone can look).
2. Each message is a switch plus its text, like WhatsApp Business. Write it in your own words; {{deadline}} becomes when your team will reply, worked out from your reply deadlines and office hours (“within 2 hours”, “by 10:00 AM tomorrow”); {{ticket}} becomes the ticket number and {{name}} the customer's name. Text is saved when you click outside the box.
3. 1. Instant reply — sent at once when a customer starts a new chat (only when the AI Assistant is off; with the AI on, the AI greets them).
4. 2. Away message — sent when a customer writes while you're closed (at most once every 12 hours per chat). Open hours are set in ⏱ Office hours.
5. 3. Follow-up — if you're waiting on the customer and they go quiet for the hours you set, ask once if they still need help.
6. 4. Auto-close — if they still don't answer after the days you set, send the message and close the ticket. Writing again reopens it.
7. 5. Ask for a rating — when the customer confirms the problem is solved, ask for ⭐ 1–5 (results in 📊 Analytics). Off = they just get a short thank-you.

AI Assistant (auto-replies)

AI quality (is the AI answering well?)

1. Open Menu → 📏 AI quality (owners and admins only). Pick the last 7, 30 or 90 days.
2. Top row: how many chats the AI answered, the share it answered without your team, the share it handed to your team, and how many replies your team marked 👎 wrong.
3. “Why the AI handed over” groups the reasons (customer asked for a person, answer not in your Answers or products, money/refund/legal, customer upset, too many AI replies, AI limit or technical problem). If “Answer not in knowledge base” is high, add articles or products.
4. 🧪 Test questions: add questions customers really ask (e.g. Roman Urdu) and what a good answer must say — or click an example. Press “▶ Run all”.
5. Each question is answered exactly like a live chat with your current Answers, products and AI settings — nothing is sent to anyone — and checked: ✓ pass, ✗ fail or ? unsure, with the AI's answer and a one-line reason.

COD orders (confirm cash-on-delivery orders on WhatsApp)

1. COD confirmation is a paid add-on for online shops (E-commerce plan, or added by Komyosys after you buy it). Without it there is no COD menu or settings; with it, Menu → 📦 COD orders appears. It also needs a Shopify store connected with “Connect with Shopify” (Menu → 🔌 Integrations).
2. Owner/admin, one time: on 📦 COD orders → Settings press “Create the COD template”. The ready-made Roman Urdu text (name, order number, total) and the two buttons “✅ Confirm” and “❌ Cancel” are filled in — check the preview, change the words if you like, and press “Send to Meta for approval”. Optionally add the reminder template the same way. Meta usually approves within minutes; press “Sync from Meta” to see it approved.
3. So Raabta can tag and cancel orders in Shopify, the store needs the permission “write_orders” (Komyosys adds it to the app; then press Reconnect on Integrations). Without it everything works in Raabta, but Shopify orders aren't updated.
4. Owner/admin: 📦 COD orders → Settings → choose the template, check the hours and the cancel rule → “Switch on”. The checklist shows what is still missing.
5. From then on every new cash-on-delivery order gets the WhatsApp message within seconds. Answers appear on the COD orders page and in the order's chat in the Inbox.

Products (your catalog for the AI)

1. Open Menu → 🛍 Products. Everyone on the team can look products up; owners and admins add and change them.
2. Upload your list: save your Excel or Google Sheet as CSV (Excel: File → Save As → “CSV UTF-8”; Google Sheets: File → Download → CSV), then choose the file under “Upload a product list”.
3. Check the preview: each column shows what it was read as (green) or “extra detail”. Press “Upload … products”.
4. Or press “+ Add product” to add or fix one product by hand.
5. Within about a minute the AI can answer questions like “kya ye router PTCL ke sath chalega?”, “price kya hai?” or “stock mein hai?” from this list.

AI access (connect Claude, ChatGPT…)

1. Easiest — no key: in Claude (Settings → Connectors → Add custom connector), ChatGPT, Cursor or VS Code add a connector with the address https://raabta.komyosys.ai/mcp. Step-by-step for each app: raabta.komyosys.ai/developers.
2. The app opens “Connect … to Raabta?”: sign in, choose the business, tick only the permissions it needs (reading is always included), choose when access ends, press Allow. Owners and managers only.
3. Now ask it things like “show urgent tickets”. The connection shows on Menu → 🔑 AI agents as “connected by sign-in”, where you can change its permissions or revoke it.
4. For your own scripts or bots: on Menu → 🔑 AI agents type a name, tick permissions, click Create key and copy the key or the ready-made command — it is shown only once.
5. Try before connecting: Menu → 🔑 AI agents → “Try the tools here first (playground)” → Connect playground → Allow. Pick a tool or prompt, fill the form, press Run, and see exactly what an AI would get back.
6. Live alerts for your own agent: on 🔑 AI agents → Live alerts (webhooks) type a name and your https address, tick the events (New chat, Customer message, AI handed over, Deadline missed), click Add webhook and copy the signing secret — shown once. Press Send test to check it.
7. See what AIs did: the Usage box on 🔑 AI agents shows tool calls, failures, speed, the busiest tools, which AI app each connection uses, and the latest requests — for today, 7, 30 or 90 days.

⏱ Office hours, teams & who gets tickets

1. Menu → ⏱ Office hours answers two questions. 1. When are you open? Tap a quick choice (e.g. “Mon–Sat, 9 AM – 6 PM” or “Open 24/7”) or set each day, then Save hours. Holidays (e.g. Eid) are under “Holidays”.
2. 2. How fast should a customer get a reply? Pick one (15 minutes … 1 working day). Urgent tickets get a quarter of that time, high half, low double. Different times per priority and the resolve deadline are under “⚙️ Advanced”.
3. Teams: Menu → 👥 Team → Teams: create teams like Billing or Technical and tick who belongs to each.
4. Who gets new tickets: Menu → 👥 Team → “Who gets new tickets”: leave it on Automatic (recommended), or pick Round-robin, Least busy or Off, and set each person's maximum open tickets.
5. Automatic messages: Menu → 💬 Automatic messages → flip the switches you want and edit the text. More automatic actions and custom rules: the “⚙️ Advanced” link at the bottom of that page.

Power tools

1. Saved answers: Menu → 📚 Answers (see “Answers” above). In a ticket press “💬 Answers”, pick one, check it and Send.
2. Macros (one click that also changes the ticket, e.g. tag + close) still work for businesses that made them: their page is at /dashboard/macros and they appear under “Quick actions” in 💬 Answers. New saved replies go in 📚 Answers.
3. Mention a colleague: switch to 🔒 Internal note, type @ and pick a name. They get a notification and start following the ticket.
4. Bulk changes: in the Inbox click “☑ Select”, tick tickets (or “All”), then choose status, priority, assignee, team or tag.
5. Saved views: set your filters, then “👁 Views… → 💾 Save current filters as a view”.
6. Custom fields: Menu → ⚙️ Settings → 📋 Custom fields → add e.g. “Invoice number” on tickets or “Plan” on customers.

Team & account

Integrations (Shopify & other systems)

1. Menu → 🔌 Integrations → at the top the owner turns on the connector(s) the business uses. They are separate paid add-ons: 🛍 Shopify (your Shopify store: order messages, tickets, product sync) and 🔌 Events API (any other system). The Pilot plan includes the Events API; the E-commerce plan includes Shopify, the Events API and COD. If an add-on isn't in your plan, the page says so — Komyosys can add it.
2. Menu → 🔌 Integrations → Starter packs → apply “E-commerce (Shopify)”. It adds ready rules and knowledge starters (switched off until you edit them in AI Assistant).
3. Create the templates the pack uses (order_received, order_shipped): Menu → 📝 WhatsApp templates → “+ New template”, pick the ready-made text, check the preview and press “Send to Meta for approval”. When Meta approves them (press “Sync from Meta”), they can be used in rules.
4. Connect Shopify (one click): Integrations → Connections → enter your store address (myshop.myshopify.com) and country code (e.g. 92) → “Connect with Shopify” → approve the Komyosys app in Shopify. You come back to the Integrations page with “Shopify connected”; the order webhooks are set up for you.
5. Other way (if the one-click button isn't shown): in Shopify admin → Settings → Notifications → Webhooks create webhooks for Order creation (and Order fulfillment / cancellation) with the URL shown on the page, then paste the signing key and your country code under “connect Shopify with a webhook signing key”.
6. Press “Send a test” with your own WhatsApp number, or place a test order. The result shows under Recent events.

💳 Free trial, sign-up & Plan & billing

1. Sign up: open raabta.komyosys.ai and press “Start free trial” (or “New to Raabta? Start a free trial” on the sign-in page). Enter your name, work email and business name → “Create my account”.
2. Open the email from Raabta and set your password. Then answer two short screens: your business (name, what you do, country, team size) and where customers message you (WhatsApp, website chat, Instagram, email) → “Create my business”.
3. You land in the Inbox as the business's Owner, with the tour. Your business is live at once on a free trial (14 days, with a daily AI limit). Follow the “Get Raabta ready” card: connect WhatsApp, add answers, add your team, switch on the AI, send a test message.
4. Choose a plan (owners): Menu → 💳 Plan & billing → pick a plan, Monthly or Yearly (2 months free), and how you'll pay (Card, JazzCash, Easypaisa or Bank transfer) → “Request this plan”. Pay the usual way and share the receipt with Komyosys support; once Komyosys confirms the payment the plan switches on and the trial bar disappears.

Usage, plan & WhatsApp connection

1. See usage: Menu → 📈 Usage (owners and managers). Pick a period: this month, last month, 7 or 30 days.
2. Check your WhatsApp number: Menu → ⚙️ Settings → “WhatsApp connection” shows the number, whether it works, Meta's quality rating and when it was last checked.
3. Connect or change your WhatsApp number yourself (owners): Menu → ⚙️ Settings → WhatsApp connection → “Connect your WhatsApp number”. Meta opens a window where you sign in with Facebook, choose or create your WhatsApp Business account and verify the number with a code. When it closes, Raabta finishes the connection (about 3 minutes in total) — then send a WhatsApp from your phone to test. Changing your plan: Menu → 💳 Plan & billing.

Raabta Admin — /admin (Komyosys staff only)

1. Raabta → AI traces (Langfuse) ↗ opens Langfuse in a new tab (sign in with the Komyosys Langfuse account, project “Raabta”): every AI call with its prompt (system instructions and the conversation), answer, model, tokens, time and cost — grouped per ticket (Sessions) and per business (Users). Phone numbers, emails and CNICs are masked; customer photos and voice notes are never sent. The same link is on the AI models and Unit economics pages.
2. Raabta → Unit economics shows what things really cost, per business and per AI model: tickets, AI replies, WhatsApp replies (with Meta's 1,000 free a month shown), templates by Meta category (marketing / utility / authentication), tokens, the actual cost (free models and free replies = 0) and the paid-equivalent (the same work at paid prices) — plus cost per conversation and per AI reply, for 7, 30 or 90 days. Prices come from Raabta → Prices: each price can have a paid-equivalent (e.g. free models priced like a comparable paid one) and a source. Template prices can be per category and country (marketing:92); broadcasts and cart reminders count as marketing, other templates as utility. Website chat, Instagram and email replies have no Meta cost. If events happened before a price existed, “Price them now” fills them in (owners and finance; priced events never change).
3. Komyosys staff see 🛠 Raabta Admin at the bottom of the menu in the app (nobody else sees it) — one tap to raabta.komyosys.ai/admin. Admin pages also check you are staff, so the link can't be used by anyone else. To go back, use “← Raabta app” in the Admin top bar (shown only if you are also a member of a business, since the app needs that).
4. Raabta → AI models chooses Raabta's own AI without the terminal: attach a provider (OpenRouter, Groq, OpenAI, DeepSeek, Mistral, Together, Gemini or any OpenAI-compatible address) with its API key — the key goes into the encrypted vault and only its last 4 characters are shown — then pick ONE main model — it runs the whole app's text work (AI replies on every channel, ✨ Suggest reply, sorting, summaries, COD answers). Photos and Voice notes have their own pick because they need a model that can see or hear (only such models are listed). “Use a different model for quick tasks” is optional. pick the model from one list with every attached provider's models, grouped by provider — or open a provider's “Models ▾” list (it opens by itself after you save a provider) and press “Use for: Replies / Quick tasks / Photos / Voice notes” on a model (fetched live with each key; free, JSON, images and speech marked; “Free models only” filter); “Test” makes one tiny call with that model and shows the answer or the exact error. Save asks for a reason and goes in the audit log; it reaches the AI within a minute. Empty = the server setting (Supabase secrets). Owners and operators change it, all staff can look. Free OpenRouter models (“:free”) can't be chosen: their providers may train on or publish prompts, which here are customer conversations. Businesses can still use their own AI account instead. Free OpenRouter models need the two “free endpoints” switches on in OpenRouter → Settings → Privacy, and can be busy when many people use them — then Test shows “rate-limited upstream”: pick another one. If Raabta's AI fails, the exact reason appears on System status.
5. Raabta Admin (until 17 Oct 2026 called “Komyosys Console”, now renamed so it isn't confused with the separate Komyosys Console at console.komyosys.ai) carries the new Raabta logo. Open raabta.komyosys.ai/admin and sign in with your Komyosys staff account — with email and password, or “Continue with Google” using the same email you were added with. Only Komyosys staff get in; business owners and their teams who open it see “Komyosys staff only”. Old console.komyosys.ai links now move to the new standalone Komyosys Console.
6. Raabta Admin is laid out like a console for Komyosys products. Pick the product at the top of the menu (Komyosys Raabta — AI customer support for WhatsApp — today; Voice will follow. Cloud Control now lives in the separate Komyosys Console at console.komyosys.ai/cloud). Addresses follow product → area → page, e.g. raabta.komyosys.ai/admin/raabta/superadmin/businesses. The home page shows every product at a glance; Staff, Activity log and Settings are shared by all products.
7. Raabta → Overview shows what needs you: failed background work, WhatsApp problems, unconfirmed deliveries, businesses stuck in setup, AI limits reached.
8. Onboard a business: 1 business details → 2 WhatsApp number (the token is checked with Meta) → 3 invite the owner → 4 review the checklist and activate. Each step is saved, so you can continue later from the business page.
9. Open a business to pause/resume it, change its plan and AI limit, replace its WhatsApp token, see usage, problems and its full history.
10. Incoming WhatsApp (super admins — owner/operator): every message that reached any business's number in the last 90 days, including silent ones that didn't open a ticket (👍, ok, thanks, emoji-only, reactions, stickers). Shows the business, the number and WhatsApp name, the type, the full message text (📎 = has media) and what Raabta did; 🆕 marks a number's first message. Search a number in any format. Everything (incoming and outgoing messages with media, AI decisions, errors, background work, staff actions, ticket history) is also available to Komyosys Console through its signed connection; every time content is opened there it's recorded. Business owners and managers can't see this log.
11. Problems: run failed tasks again, mark unconfirmed deliveries as delivered or failed. Usage & costs: export a CSV per period for invoicing.
12. Connect Raabta to Komyosys Console (owners only): Settings → Komyosys Console. In console.komyosys.ai → Products → Connect installation, enter the address shown on this card (https://raabta.komyosys.ai). The Console shows a pairing code like KMY-7QF3-K9TD: type it under “Use pairing code” → Connect with code. Raabta fetches the installation ID, key and mode from the Console itself (the code works once, for 15 minutes). No code? Use “Connect by hand”, paste the installation ID and connection key, pick the mode (Full / Licence only / Off), give a reason and Save. Either way it takes effect within 15 seconds — no Supabase secrets needed. Press Test connection to check Raabta accepts the key; the card also shows the last time the Console called successfully.