How it works & docs
How Kanesh works.
The setup, the concepts and the vocabulary, on one page. Use it to understand the product before you talk to us, or to find your way around once you're in.
This page is a map, not the manual. Full documentation lives inside the app for customers.
Getting started
From diagnosis to a live inbox.
There's no self-serve signup. We start with a diagnosis of your conversations, then create your workspace with you and make these connections together.
Connect WhatsApp
Connect your number to the official WhatsApp Business Platform, or keep your existing 360dialog number. Where Meta allows it, you can keep using the WhatsApp Business app on the same number (Coexistence).
WhatsAppAdd Instagram and Messenger
Connect your Instagram account and your Facebook Page with your own Meta account, and answer DMs and Messenger from the same inbox.
Inbox & helpdeskConnect your support mailbox
Connect your support mailbox (Google or Microsoft) and reply from the inbox, next to your chat channels.
Inbox & helpdeskConnect Shopify
A native Shopify connection brings in orders, customers and products, so the AI can answer “where is my order?” with live Shopify data after verifying the customer.
IntegrationsConnect Klaviyo
Bring in profiles and list and segment membership. Use them to build audiences, and to start flows when someone enters a Klaviyo segment.
IntegrationsGive the AI your knowledge
Upload your policies and FAQs; the AI answers from them. You can also index pages from your website into the knowledge base.
AI agent
Core concepts
The ten ideas the product is built on.
Learn these and the rest of Kanesh reads naturally. Each one links to the page that goes deeper.
Conversation
A thread with one contact, on any channel, opened by an inbound message or a reply to a campaign. It closes after 24 hours without activity. It counts once whether the AI, a person or both handle it.
How conversations are countedInbox and assignment
One shared inbox for WhatsApp, Instagram, Messenger, email and web chat. Assign conversations to people or teams and leave internal notes. Tag conversations and save your own views.
Inbox & helpdeskAI agent and knowledge base
An AI agent that answers from your knowledge and your store data, and hands off to your team when it shouldn't continue. Upload your policies and FAQs; the AI answers from them.
AI agentHandoff rules
When the AI shouldn't answer, it hands the conversation to your team with the reason and context. Every AI reply is checked against your data and rules before it is sent; if it can't be backed up, it goes to a person.
How our AI worksSuggested replies
Suggested replies your team can approve or edit. Use them where you want a person to send every message, or while your team gets to know how the AI answers.
AI agentTemplates and the 24-hour window
On WhatsApp you can reply freely within 24 hours of the customer's last message. Outside that window you need a template that Meta has approved. Create WhatsApp templates with images, video or documents.
WhatsAppConsent
WhatsApp campaigns go to opted-in audiences. Every opt-in is stored with the exact text the person accepted and how they gave it. Kanesh helps you document consent; it doesn't replace your own legal basis.
Security & privacyFlows
Visual flows: triggers from conversations, Shopify orders, abandoned carts and Klaviyo segments; actions to message, tag, assign or hand off. Automatic follow-ups when a customer goes quiet, respecting quiet hours.
Campaigns & flowsAttribution: attributed vs estimated
See which orders came after a campaign click, with the method shown. Attributed means the order is matched to a tracked link that recipient clicked; estimated means it's matched by a time window after the campaign.
AnalyticsRoles and permissions
Roles and permissions for your team, starting from preset roles. Each person sees and does what their role allows.
Inbox & helpdesk
Channels
Where your customers write.
Every channel lands in the same shared inbox, with the same AI, rules and team.
WhatsApp
Official WhatsApp Business Platform: inbox, templates and campaigns. Works with your existing 360dialog number.
Instagram
Connect your Instagram account and answer DMs from the same inbox.
Messenger
Connect your Facebook Page and answer Messenger from the same inbox.
Email
Connect your support mailbox (Google or Microsoft) and reply from the inbox.
Web chat
Add a chat widget to your website.
Voice
By marketPhone switchboard with menus, call routing to your team, recordings and transcripts in the same inbox, available by market.
Instagram and Messenger follow Meta's 24-hour messaging window.
Inbox & helpdeskIntegrations
Your store and your marketing data.
Two native connections do most of the work. The directory lists the rest, with each one's status.
Shopify
Native Shopify connection: orders, customers, products and returns, read for the AI and the inbox, and used as flow triggers.
Klaviyo
Profiles and list and segment membership for audiences, plus flow triggers when someone enters a segment.
API & MCP
Connect your own systems.
For teams that want to build on their Kanesh data. Available on approved projects, not self-service.
- A REST API and OpenAPI schema for your data, with scoped keys.
- An MCP server so your own AI tools can read and act on your Kanesh data with a scoped API key.
- The API reference lives inside the app, for approved projects.
Security & data
What we protect, and how.
The controls that run in production, where your data runs, and the documents behind them, all in the trust center.
- Each workspace's data is isolated at the database level.
- Channel credentials are encrypted.
- Encrypted in transit (HTTPS).
Get help
Still have a question?
Free diagnosis
The fastest way to see how it works: on your own conversations.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.