Find quick answers to your questions about managing channels and conversations in Kayako.
At Kayako, we are always working to head off Spam attacks, but the spammers sometimes get through. Here’s an easy way to remove Cyrillic-based spam as it enters your system by deploying a trigger that...
To forward a conversation to a third person (other than the original requester and the support agent), you can use any of the following solutions: 1. Use the Email Endpoint and Triggers combination. ...
Yes, you can use Messenger to offer support in multiple languages. As with other localizable content in Kayako, the language displayed will depend on two factors: Which languages you've enabled from t...
Sometimes you end up with questions about a customer's email that can only be answered by having a look the email headers. To review the headers of any email message that's come into Kayako, hover ove...
Kayako will use your default email address to send any messages generated by either the notification center or an automation you've built. You can change your default email address from the admin area...
If you use multiple brands in your Kayako, you may need to change the brand that a conversation is assigned to. You can change the brand of a conversation by selecting 'Change brand' from the dropdown...
From the conversation timeline, you can quickly check the status of any message you've sent to your customers. Above each message you've sent, you'll see a little status indicator: Hover over the ind...
You can edit the requester using the dropdown on the conversation screen. With the dropdown open, you can click the 'Change requester' option, and start typing to search, using a customer's name or em...
Kayako uses the 'Closed' status to denote conversations that are not only completed, but also will not be reopened. Once a conversation has been 'Closed' neither a customer nor an agent can open it ag...
Occasionally, you may click the Reply link on a conversation and end up on the 'Notes' panel instead. This is usually a sign that the brand to which the conversation belongs doesn't have an email add...