Frequently asked questions
How does it know the answers?
It searches your help centre on every question and writes the answer from what it finds, citing the articles it used. It is not recalling something it was trained on — which is why improving your documentation improves the answers immediately, with no retraining step and no prompt for you to maintain. See How Karas builds an answer.
Where does our data live?
Your documentation and your conversation history sit on servers we run ourselves in Vienna, not on a managed cloud vendor's shared cluster. Two named providers see question text: one writes the wording of each answer, and one converts text into the form used for searching. Both process in the United States under standard contractual clauses. Nothing else leaves our infrastructure, conversations expire after an hour, and none of it is used to train any model. The full list is at Subprocessors and where data goes.
What happens when it gets an answer wrong?
Three things make it recoverable rather than invisible. It fails loudly — every answer carries the article it came from, so a wrong one is traceable in seconds, and it declines rather than guess when your documentation does not support an answer. Your customers flag it — a thumbs-down gives you the question, the answer and the source together. And a specific set of claims is blocked in code: it cannot promise a refund, say an account has been charged or cancelled, or claim it took an action.
In practice almost every wrong answer is a gap or a contradiction in the help centre itself. Fix the paragraph and it is right from then on. See Diagnosing a wrong answer.
What can you integrate with?
The widget is one script tag, so it works on any website — Shopify, WooCommerce, BigCommerce, Webflow, Squarespace, or your own build. There is no app to install and no platform to be approved by.
For handing conversations to your team, we file tickets into your own helpdesk — tell us which one and we will confirm it during setup. If you are on Shopify, the answer is Gorgias: Shopify Inbox has no way for us to open a conversation on your behalf. See Which helpdesks are supported.
For your knowledge base, we do the connection ourselves at setup: send a help-centre URL, an export, or a folder of documents. Automatic sync does not exist yet, and we will say so here when it does.
How long does setup take?
About twenty minutes of your time. You send your documentation and tell us the agent's name and your colours; we index it, test it against real questions from your queue, and send back one line of HTML and a report of what it can and cannot answer. Most accounts are live the next working day. See What happens when you sign up.
Our documentation is a mess. Will this work?
Probably better than you expect, and you will find out before you pay. Searching by meaning means it finds the right article even when your customer and your writer used completely different words. Scattered and inconsistent is the normal case.
What it cannot do is invent what was never written down. So at setup we run your real questions through it and send you the list it could not answer — which several customers have told us was the most useful audit of their help centre they had ever had. See Getting your help centre ready.
Will it make things up?
It answers only from your documentation, and an answer it cannot attach a citation to is withheld rather than delivered. On top of that, a specific set of high-cost claims is blocked by checks that run over every finished answer — refund promises, assertions about an account's state, and claims to have taken an action. Those are code, not instructions in a prompt, so they cannot be talked around by a customer whatever they type. See What Karas is not allowed to say.
We will not tell you it is incapable of ever being wrong. We will tell you how often it is right, on a published benchmark, and run the same measurement on your documentation. See How we measure whether it is right.
What happens when a customer wants a real person?
They press Talk to a human, leave a name and an email, and get a reference number. A ticket lands in your helpdesk with a summary at the top, the full transcript underneath, and the articles they were shown — so your agent picks up a conversation they can already read.
Nothing is filed unless the customer asks for it. A declined answer does not open a ticket and neither does a thumbs-down. See How a visitor reaches a person.
Does it replace our support team?
No. It takes the questions your team is tired of answering. Everything needing judgement — an angry customer, an exception, a decision about a refund — still needs your people, and they reach it faster because they are not working through a queue of "where's my order".
Can someone trick it into saying something it shouldn't?
It has only your documentation to draw on, so there is little to be tricked into saying, and the safety checks run after every answer regardless of what the customer typed to get there. The widget key in your page is locked to your domain, so it cannot be lifted and used on another site. See Your widget key and domain allowlist.
Is it slow?
A question it has not seen takes a few seconds — it is searching your documentation and writing an answer, not looking up a canned reply. Your starter questions are prepared in advance and answer in a fraction of a second.
Answers arrive complete rather than appearing word by word. That is deliberate: the safety checks run on the finished text and some of them replace it, so there is no safe prefix to start showing early.
What does it cost?
Conversations per month, on three plans, each with a one-time setup fee. See Plans and billing.
What if we want to stop?
Email us, remove one line from your template, and that is it. Your documentation is a copy of what you already own, so there is nothing to extract and nothing held hostage. See Cancelling.