FAQ
Questions, answered.
How kaylin works, what it does on its own, and what waits for you.
Getting started
Do I need a new phone number?
No. Keep the number your customers know and forward it to kaylin. kaylin can take every call, or only the ones you don't pick up.
Do I have to change how I book?
No. Connect the Google, Microsoft or Zoho calendar you already use, and kaylin books callers onto it.
Is kaylin only for certain businesses?
No. kaylin works for any business that takes calls and books appointments.
What should I tell kaylin first?
Your hours, services and prices, and the questions callers ask most.
Can I change things later?
Yes. Every setup answer can be changed later in Settings.
Can I look around before I sign up?
Yes. Try the demo: a sample business, and nothing is saved, sent or charged.
Calls
What do callers hear?
Your greeting, in the voice you pick, and you choose whether it says kaylin is an AI assistant: turn on "Say kaylin is an AI assistant on calls" and every caller hears it in the greeting, or leave it off and kaylin says so whenever someone asks. Businesses in Maine always have it on.
Does kaylin work nights and weekends?
Yes. kaylin answers day or night.
What if a caller asks something kaylin doesn't know?
kaylin takes a message for you, or offers to put them through to you if you turn that on. Add the answer to what kaylin knows, and it's there next time.
Is every call recorded?
Only if you choose. By default kaylin asks callers first, and only a clear yes keeps the recording and transcript.
Can I block a number?
Yes. kaylin politely ends calls from numbers on your blocked list.
Does kaylin call people on its own?
Only when you say so. A call you ask kaylin for goes between 8 AM and 9 PM where the person is. An autopilot's call waits for a person unless you choose kaylin can handle it, and then follows your business hours.
Texts
Who does kaylin text?
Customers who text your kaylin number, and people who've agreed to texts. Anyone can text STOP.
Will kaylin text people without asking me?
kaylin texts customers when you ask it to, and when an autopilot you've set up does. It only texts people who agreed to texts, and STOP always works.
Can I text kaylin myself?
Yes. Text your kaylin number from your mobile and ask, like you would in Chat.
Chat, Autopilot and Playbooks
Does kaylin wait for me to press send in Chat?
No. When you ask for something, your ask is the OK: kaylin does it right away and the card shows what it did. Ask for a draft if you'd like to check it first.
Can an autopilot send things without me?
Yes, if you let it. A new autopilot makes its changes automatically, so its texts, emails and meetings go out on their own. Choose Ask first and they wait for you instead.
Can I try an autopilot before it runs?
Yes. Test run shows what it would do, without saving or sending anything.
What's the difference between a playbook and what kaylin knows?
What kaylin knows is facts, like your hours and prices. A playbook is steps, like how to handle a group booking.
Apps and your team
Which apps does kaylin work with?
Google, Microsoft and Zoho for email and calendar, Zoho Books and QuickBooks Online for invoices, and more apps like your CRM, files or payments.
Do I need API keys?
No. Connecting an app is a sign-in.
Can my team see my email or my chats?
No. Each person connects their own account, and it stays theirs. Your chats are your own.
Can my team see the calls?
Yes. Everyone in your workspace shares its numbers, contacts and calls.
Can I sign in with Apple or Microsoft?
Yes, or with Google, or with your email and a password.
Your data
Can I delete calls and texts?
Yes. Owners and admins can delete calls and texts, and kaylin deletes recordings and transcripts on the schedule you pick.
Can I undo a change to what kaylin knows?
Yes. Every save is kept; open the file's history and restore an older one.
Can I see what kaylin did?
Yes. Changes in your workspace are listed under Settings → Activity.
Plans
Can I change plans later?
Yes, anytime in Settings → Billing and usage.
What happens if I go over my credits?
Calls are always answered. The rest waits for next month, unless you turn on extra usage with a cap you choose.
Is there a contract?
No. Cancel a monthly plan anytime before your next payment, or a yearly plan anytime before your next year starts, in Settings → Billing and usage.
Does chatting use credits?
Yes, about a credit for a reply, and more when kaylin does several things at once. Questions about using kaylin, asked in Help, are free.
Still have a question?
Don't see yours? Reach out, and we'll get back to you.
