Does a person approve before the customer hears back?

Yes, when “Approval needed” is on for the case type, which is strongly recommended: every reply Kiko drafts waits for someone to approve, edit or reject it.

What details can the chatbot collect?

Whatever each case type needs: short or long text, numbers, amounts, dates, emails, phone numbers, links, addresses, or a choice from your own list. Required details must be given before the case moves on.

How does my team know a new case came in?

The people who follow that case type are told by email, WhatsApp, Telegram or in the app, and on WhatsApp they can pick an unassigned case up with one tap.

Can customers check on their case?

Yes. They can ask Kiko with their reference on any channel, and on WhatsApp and Telegram they're told when the case is sent on or resolved.

Is this a helpdesk like Zendesk?

It covers requests that start in a chat: cases with owners, priorities, time limits, notes and approvals, next to your shared inbox. There's no email ticketing and no connection to Zendesk or other helpdesks.

Which plans include cases?

Cases are on the Growth plan and up, after a 14-day free trial with no card.

Cases and approvals

Cases for refunds and requests, with a person approving every reply

When a customer asks for a refund, reports a problem or needs something only your team can decide, Kiko opens a case, collects the details you need in the chat and gives the customer a reference. Your team works the case from one list, and Kiko drafts each reply from your template for a person to approve, edit or reject before it's sent.

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Updated 5 November 2026

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How it works

How a case works

Step 1Kiko spots a request
A refund, a damaged item, a quote: whatever you've described for each case type, in the customer's own words.
Step 2It collects the details
The order number, what went wrong: the fields you set, asked for in the chat, and any photo they send is kept on the case. Required ones must be given first.
Step 3Your team takes it
The case lands in Inbox › Cases with a reference. The people who follow that type are told, and someone picks it up.
Step 4A reply is approved, then sent
Kiko drafts the reply from your template and the case's details; a person approves, edits or rejects it. The customer hears back on WhatsApp or Telegram.

On Growth and up, after a 14-day free trial. See pricing

Refund request · #4471

Reply to approve

Customer: Omar Haddad
Order: #4471, 12 Oct
Amount: $180
Reason: Charged twice

Details gathered by Kiko in the chat

Timeline

Opened by KikoTelegram · 9:30
Details gathered9:31
Reply drafted for approvalAssigned to Maya

What a case type sets

When to open one
In a sentence: “The customer asks for a refund, or wants to return an item.” Start from a ready-made template by industry, or a blank one.
The details to collect
Short or long text, numbers, amounts, dates, emails, phones, links, addresses, or a choice from your list, each required or not.
Who the reply is for
The customer, or someone else such as a claims department, with a reply template Kiko fills in.
Time limit and follow-ups
From 4 hours to a week to resolve, with a reminder past it, and an update to the customer if a case waits for days.

Working a case

A list or a board
New, In progress, Waiting on customer and Resolved, with quick views such as “Replies to approve”, “Overdue” and “Nobody has it”.
Everything on one page
The details Kiko collected, the chat, a timeline of who did what, and every photo and PDF the customer sent.
Owner, priority and due date
Assign it, set a priority, a due date, tags and a follow-up, and write internal notes your customer never sees.
Pick it up from WhatsApp
When a new case nobody owns opens, the people who follow that type can get a WhatsApp message with a button; the first to tap gets it.
Alerts that reach people
When a case opens, needs approval or runs late, by email, WhatsApp, Telegram or in the app.
Open one from any chat
Your team can open a case from a conversation in the shared inbox, too.

What you can set

In Actions › Case types, for each agent.

Cases and approvals settings
Setting	What it does
On	Off stops Kiko opening new cases of that type; open ones carry on.
Approval needed	Every reply waits for a person to review, edit or reject it. Strongly recommended.
Message the customer as it moves	On WhatsApp or Telegram when the case is sent on or resolved, and on your follow-up schedule.
Time limit	No limit, or 4 hours, 8 hours, 1 day, 2, 3 or 5 days, or 1 week; past it, whoever looks after the case is told.
Follow up after	1, 2, 3, 5, 7, 14 or 30 days before a waiting customer gets an update.
Consent notice	Optional. Kiko shows it and waits for a yes before collecting anything; for sensitive cases.
Who's told	The people who hear about every case of this type, on top of its owner.
Reply template	What stays the same in every reply, with [brackets] for what Kiko writes.

Good to know

Approval is for the reply
A person approves what's sent. The refund itself happens in your own systems: HeyKiko doesn't take or return payments.
Customers keep their reference
On any channel a customer can ask Kiko about their case with its reference. Updates as it moves are sent on WhatsApp and Telegram.
Ratings after it's resolved
On WhatsApp and Telegram the customer can be asked to rate how it went; a reply that is just a rating is recorded, anything else goes to Kiko.
Team members see their own
A team member sees the cases they own and the unassigned ones, not everyone else's.
Testing creates nothing
In the Playground, Kiko is told a case was opened, but none is created.

How other tools handle it

From each tool's own pricing and product pages, checked 4 November 2026.

Cases and approvals in other tools
Tool	Cases and approvals
HeyKiko	Yes, Growth and up
Chatbase	Partly: Helpdesk tickets
SiteGPT	No
Tidio	Partly: Ticketing
Respond.io	Partly: Lifecycle stages
Intercom Fin	Partly: Through your helpdesk
Botpress	Partly: Through your helpdesk

FAQ

Questions about cases and approvals

Straight answers before you set it up.

Still have a question?Ask Kiko. It's a HeyKiko agent trained on everything here.

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Yes. Kiko opens a case when a customer asks for a refund, collects the order number, the reason and any photos in the chat, and gives them a reference. Your team decides; Kiko drafts the reply and a person approves it before it's sent.

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