> ## Documentation Index
> Fetch the complete documentation index at: https://help.sendocki.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When KENZI passes you a question

> What you see in the chat, and the two ways to settle a question KENZI could not handle

KENZI answers your customers on WhatsApp. When KENZI does not know, nothing is made up: the customer is told that the shop manager is being asked, and the question is passed to you. The customer only ever hears one voice: your shop.

## What you see

In the chat, the conversation **moves to the top of the list**, with the **KENZI** tag and a priority flag. It also shows under **Unread** until someone opens it.

Inside the conversation, a card repeats the customer's question, word for word, with two buttons. The same card appears in the customer panel, under the notes, with the details:

| Line                         | What it says                                      |
| ---------------------------- | ------------------------------------------------- |
| **Customer question**        | Their exact words, and the language they write in |
| **What is missing**          | What KENZI could not find to answer               |
| **Promised to the customer** | What KENZI said, so you stay in the same voice    |
| **To do**                    | Reply here, or let KENZI answer                   |

## The two ways to settle the question

### Reply yourself

Just write your answer in the conversation. The question closes on its own.

Right after, Sendocki offers to **add your answer to KENZI's sheet**. The question and your answer are already filled in, and you can edit them before adding. The day another customer asks the same thing, KENZI answers alone.

<Tip>
  Only add what is true for everyone: "6-month warranty on watches" yes, "free delivery for them this time" no.
</Tip>

### Let KENZI answer

Useful when the answer already exists on your side: you did what the customer asked, or the information was added to KENZI's sheet.

Press **Let KENZI answer**: the question is taken up again with what KENZI knows now, and the customer gets an answer in their own language.

### Close the question

If the question no longer stands, **Cancel** closes it. KENZI will not answer and will not bring it up with the customer again. The chat stays open.

## The customer has not written for 24 hours

WhatsApp no longer allows a free message after 24 hours of silence: an approved template is required. KENZI then sends your **re-opening message**, and the answer goes out as soon as the customer replies.

You choose that message in **AI agents → KENZI → Messages**. Without it, KENZI cannot reopen the chat: the customer has to write first.

<Note>
  A simple "Hello, we are getting back to you" is enough, as long as Meta approved it. A message that invites a reply works better: the customer has to reply for KENZI to continue.
</Note>

## Who can do what

* **Reply, let KENZI answer, close the question**: anyone who can already reply in the chat.
* **Add an answer to KENZI's sheet**: people allowed to configure the AI agents, because it changes what KENZI will say to every customer.