Frequently asked questions

No. The model never writes a number. Amounts, dates, reference numbers and statuses reach the customer through a display template, straight from your own system's output. The model picks the template and writes the sentences around it.

When a question touches personal data, the customer signs in — with a one-time code or through your own identity system. Identity is decided on the server from the verified session, never from a number typed into the chat. Every capability declares the level of assurance it needs.

Kav keeps no copy of your databases: every personal question is a live call to your own system. Every field has a sensitivity class — financial, identity, legal or minors, for example — that decides what is kept, what enters analytics and what an agent sees. Every staff view of personal data is recorded, with who looked and why.

By the data's own sensitivity class, not one default for everything. Welfare, minors and health-adjacent modules run under stricter retention than the rest of the platform from day one — that isn't bolted on later. Deletion and expiry are enforced as a sweep over the rows themselves, not just a setting.

Only staff whose permission and clearance allow it. Each person is cleared for specific departments and a highest level of data sensitivity, and what is withheld from them is shown as withheld, with the reason. Every view of personal data, and every refused attempt, is recorded with who looked and why.

Under the strictest policy. Welfare and health-adjacent topics are handled by a person only: the assistant does not summarise them, they are never sampled into analytics, and they run under a stricter policy than the rest. Any data whose sensitivity class is unknown is treated as the strictest class, not the loosest.

Kav keeps no copy of your own systems' databases, so those records stay yours to export and delete. What Kav itself holds, such as conversation records and booking details, follows the retention policy of its data class, and expiry is enforced as a sweep over the stored rows. For a specific export or deletion request, contact us and we will tell you how it is handled.

Each customer's data is kept separate at the database level, secrets are stored encrypted, and every staff view of personal data is recorded. Backups are encrypted. Next step: ask for the security notes in a demo.

Every secret — an API key, a connector password — is encrypted separately per organization and stored encrypted in the database, behind a root key the application itself can't reach. The Studio always shows a fingerprint and a last-used date, never the value, at any privilege level, including a super-admin's.

Two layers at once: a query filter in the application code, and a row-level security (RLS) policy in Postgres itself. The filter is convenience; RLS is the actual enforcement — so even buggy code can't read another organization's row, because the database itself refuses.

Every staff view of a customer's personal data is recorded as an audit record — who looked, when, and for what purpose. Permissions are per single operation rather than a broad role, and a token carries roles and scopes only; each service expands them to permissions in memory, with no permission query on every request.

Blocking, always. A rule condition that can't be evaluated does not match. A missing entitlement is denied. A budget overrun returns the declared fallback and raises an alert. A component with no explicit configuration fails closed. There is no fail-open path anywhere on the platform.

On infrastructure with no dependency on one specific cloud vendor, runnable as containers anywhere: Docker Swarm today, with Kubernetes and AWS planned and no proprietary managed service in the critical path. Every component has both a container form and a pre-identified AWS managed equivalent, so a cloud move is an infrastructure decision, not a rewrite.

Yes. The widget, the portal and the Studio are built to WCAG 2.2 AA and Israeli Standard 5568, and an automated accessibility check runs as part of the build, not as an occasional manual pass. It is a regression check, not a certificate.

Yes — Tab reaches the open button, Enter opens it, focus is trapped inside the panel, Esc closes it and focus returns exactly to the button it came from. There is no keyboard trap at any point in the conversation.

The open button is announced with a clear name, the panel is announced as a dialog, and a new answer arriving is announced once through a live region — not re-read on every focus move, and never silently dropped.

Every attempt quota and step deadline must offer an extension. A hard deadline with no extension is a WCAG timing failure, and Kav does not build that pattern.

There is no self-service signup: our team sets up every organization with you, including its first connections and who on your team can do what. Contact us and we will start with a conversation about your channels, systems and content.

Our team sets it up with you, with no set-up fee, and no coding on your side. What takes longer is usually on your side: your content, access to your calendar, and for WhatsApp, Meta's approval of your number. It depends mostly on your system, so we don't publish one number; tell us about it and we'll give you a realistic estimate. Next step: book a free live demo and we'll plan it.

Monthly plans, cancel any time, in US dollars. For a small business: Starter $39 (website widget plus one channel, 300 conversations a month), Plus $89 (two channels, one calendar or booking tool, 1,000 conversations) and Pro $189 (three channels, up to two integrations, 2,500 conversations). Every plan includes the website widget and knowledge base, and our team sets it up with no set-up fee. Larger plans are on the pricing page. Next step: see the pricing page or talk to us.

It says so instead of guessing. It answers only from the content you approved, and never makes up prices, hours or amounts. When it can't help, or the customer asks for a person, the conversation moves to you with the whole thread attached, so the customer never repeats themselves. Unanswered questions show up as content gaps, so you add an answer once and the next customer gets it. Next step: see a hand-over in a live demo.

Yes. Kav connects to your systems through connectors that are set up in the Studio. REST over JSON is the protocol in use today; SOAP, SQL, SFTP, GraphQL, gRPC and webhooks are designed in and come online as customers need them, and we will tell you plainly whether your system is a fit today. The Kav panel also opens inside Microsoft Dynamics 365, so agents take conversations without leaving the record; the Dynamics 365 bridge is listed in the Organization plan.

Yes. Menus, conversation flows, rules, answers and branding are edited in the Studio, with no code. A published version is frozen; every change opens as a draft and is published without a new software release.

The assistant answers in the language the customer writes in. The widget's own text, buttons and labels, comes in Hebrew, Arabic, Russian, English and Amharic, and the layout switches between right-to-left and left-to-right. You choose which interface languages to switch on. Answers come from your own content, so the quality of an answer in a language depends on what you've put in your knowledge base. Next step: tell us your customers' languages.

Today: your website chat widget, WhatsApp and Telegram. Messenger, Instagram, SMS and voice are not live yet, so if you need a phone line answered today, Kav isn't the right choice yet. All channels share the same answers and knowledge, so adding one never means rebuilding anything. Starter includes one channel besides the widget, Plus two, Pro three. Next step: tell us where your customers write to you.

Not yet. They are not live today. They would use the same mechanism as the live channels, and would be connected for each customer.

The visitor picks the type of appointment, a day and a time, then enters their name, email and phone. Kav emails a six-digit confirmation code, and the booking is confirmed when the visitor types it. The assistant never types a time itself: it offers real free slots from your opening hours.

They can cancel from a manage page linked in their confirmation email. There is no reschedule yet: the customer cancels and books a new time. Confirmation and cancellation emails come with a calendar invitation.

Not yet. The booking form has a tick-box that records the visitor's consent to reminders, but no reminder is sent today.

Kav keeps its own calendar for the appointment types you define, based on your real opening hours and holidays. It can also work with your own calendar. Google Calendar works today: you connect your Google calendar, and the assistant checks your busy time and adds confirmed appointments to it. Outlook / Microsoft 365, Cal.com, Calendly and Acuity Scheduling we set up together with you. Acuity connects with your own Acuity ID and API key, and Cal.com and Calendly are read for busy time only.

A solution template is a ready-made starting point for a whole job, such as Services and Appointments. You answer a few questions in the Studio, and it creates the settings, content and routing that job needs, which you can then adjust.

No. A template is installed from the Studio wizard with no code: you answer the questions, review what will change, and install.

Yes. Before anything is installed, the wizard shows a review called What will change, listing what will be created. You install only after you have seen it.

Your hand edits are never overwritten. The wizard can be run again whenever you like, for example to change an answer, and anything you changed yourself stays as you left it.

Yes. Uninstalling switches the template off and deletes nothing, so your content and settings are still there.

Yes. When a person has taken over, the desk can show reply suggestions drawn from your approved content, which the agent accepts, edits or ignores. Any figure in a suggestion has to appear word for word in the approved source,.

Yes. The Kav panel opens inside Dynamics 365, so agents can take conversations without leaving the customer record. The Dynamics 365 bridge is listed in the Organization plan.

Each team has its opening hours, holidays and special days. A conversation that needs a person outside those hours follows the out-of-hours path you set, and the Studio warns you if a hand-over has no such path.

A capability is one thing the assistant can do for a customer, such as check a status or find a free time. Every capability has a fixed contract of what goes in and what comes out, and only the last step, which system it calls, is set up per organization.

Yes. Kav connects to your systems through connectors, and you can build your own in the Studio or have us set up the ones your plan includes. Tell us what your system does and what customers should be able to ask, and we'll show you the quickest way to connect it. The full answer is in the article Can I connect my own API or system to Kav?. Next step: book a free live demo and describe your system.

No. A change, such as cancelling or updating a record, needs an explicit confirmation from the customer, with a card showing exactly what will run. The assistant can propose it but cannot decide that it runs, and an unclear outcome goes to a person rather than being guessed.

Yes. A free live demo is available on request. There is no free trial of the product.

Ask the assistant on our site to book one, choosing a day and a time, or use the contact page. There are two demo types: a half-hour one for a small business and a one-hour one for an enterprise.

You see Kav working live and can ask about your own scenario: your channels, your systems and how a hand-over to your team would look. Afterwards we can size a real quote together.

Yes. Every plan includes set-up by our team, with you, and there is no set-up fee. You can still add more yourself in the Studio later.

Mainly your content and access. Have the pages or documents your answers should come from, a named person to approve them, and access to any system you want connected. For WhatsApp, your organization's WhatsApp Business account, which Meta approves, is needed too.

Kav is an AI assistant for your customers, with a place for your team to take over. It answers on your website widget, on WhatsApp and on Telegram, from your own approved content, and connects to your systems to check a status or book a visit. Your team edits answers, menus and rules in the Studio without waiting for a software release.

Sometimes, depending on the job. If you need an assistant that answers repeat questions from your own content on your website and WhatsApp and passes the rest to a person, Kav does that. If you need a full ticketing suite, voice calls today or a very large omnichannel contact centre, another tool is the better choice. Compare by who it is built for, channels, booking, handover, how answers are grounded, pricing model and set-up effort; our guide "How Kav compares with other chatbots and helpdesk tools" does exactly that, and for any named product, check its own pricing page.

The best one answers from your own content, hands over to a person cleanly and fits your budget. Kav's Starter plan, $39 a month, has the website widget, the knowledge base and one channel of your choice, WhatsApp or Telegram. Connecting your own WhatsApp number needs your organization's WhatsApp Business account, which Meta approves, and our team sets it up with you. If you only need a shared WhatsApp inbox with no assistant, a WhatsApp-only inbox tool may be enough.

Kav uses flat monthly plans: Starter $39 (300 conversations a month), Plus $89 (appointments straight into your calendar, 1,000 conversations a month), Pro $189 (2,500 conversations a month), Business $325, Organization $750, and Enterprise on request. Cancel any time; the widget and knowledge base are in every plan and our team sets it up with you. Intercom and Zendesk price on a per-seat basis according to their own pricing pages, so check those pages for current figures: which is cheaper depends on how many people are on your team and how many conversations arrive.

Yes, on the Plus plan and above. Kav keeps its own calendar from your real opening hours, with an optional Google Calendar link that our team sets up with you, and it offers only times you're really free. The customer picks one and confirms with a code sent to their email. Next step: tell us what you book.

Not yet. Voice is not live today. Live today: the website widget, WhatsApp and Telegram. If you need a phone line answered today, Kav is not the right choice yet.

A chatbot answers common questions quickly at any hour. A helpdesk manages a team's queue of cases, with assignment, history and reporting. Many businesses need both, and the useful question is how well the bot hands over to a person. Kav sits mainly on the chatbot side, with an agent desk for taking over conversations; it is not a replacement for a full ticketing suite.

The pricing page does not list one. Kav's plans are monthly and you can cancel any time. To see it on your own scenario, talk to us. A free live demo is available on request; there is no free trial of the product.

Kav is built with privacy controls. Every field has a sensitivity class that decides what is kept and what a person can see, every staff view of personal data is recorded with who looked and why, and each organization's data is separated from the others at the database level. For your own legal obligations, ask your adviser, and ask us how data is handled.