# Answer the common questions instantly, and give your team the rest

> Answer the common questions instantly and route the rest to the right person.

Canonical: https://heykiko.io/solutions/customer-support
Last updated: 2026-11-04

Kiko answers from your help pages and documents with the sources shown, hands a chat to a person when it should, and opens cases for anything that needs a decision, across your website, WhatsApp and Telegram.

## Questions Kiko answers for you

- “How do I reset my password?”
- “Where is my invoice?”
- “Can I change my plan?”
- “This isn't working”
- “I want to speak to someone”
- “Can I get a refund?”

1. **Answers with sources**: From your help centre and files. When Kiko isn't sure, it hands over instead of guessing.
2. **One inbox for every channel**: Website, WhatsApp and Telegram in one list, with hand-off rules you choose and chats assigned to people.
3. **Cases with approvals**: Requests that need a decision get a case with owners, priorities and a timeline.

## Questions from customer support

### When does Kiko hand a chat to a person?

When the customer asks for one, when the question barely matches your knowledge if you turn that rule on, or when you take the chat over yourself. You can send every hand-off to one person.

### Will my team be alerted?

Yes. Alerts for chats waiting and cases go out by email, WhatsApp or Telegram, as each person chooses.

### Can Kiko tell me what to improve?

Ask Kiko, on the plans that include it, reads your answers, ratings and knowledge and suggests changes you approve, such as a line to add to the instructions.

## Related

- [HeyKiko for clinics](https://heykiko.io/solutions/clinics)
- [HeyKiko for salons and spas](https://heykiko.io/solutions/salons-and-spas)
- [HeyKiko for real estate](https://heykiko.io/solutions/real-estate)
- [HeyKiko for education](https://heykiko.io/solutions/education)
- [HeyKiko for online stores](https://heykiko.io/solutions/online-stores)
- [HeyKiko for lead generation](https://heykiko.io/solutions/lead-generation)