Who and where
Agency workspace, client name, and the live URL or channel. Plan name if you know it.
Send the blocker, not a blank screenshot.
Standard replies target one business day. Include the workspace, client, URL, what changed, and the impact. Use WhatsApp only when a live launch is blocked. Security reports go to security@kuga.ai — do not attach secrets on the first message.
What changed
What you expected, what happened instead, and when it started. Screenshots help if they do not contain secrets.
The impact
A demo, a go-live, or a live site. That decides whether this is email or WhatsApp.
Three ways in.
Email for almost everything.
Support email
Product, account, billing, and deployment help. Use this for almost everything.
One business dayWhatsAppA live client launch or production deployment is blocked and email is too slow.
Launch blockersSecurityVulnerabilities, abuse, exposed credentials, or account compromise. Do not send secrets first.
security@kuga.aiBefore you write.
The questions that delay a useful reply.
How quickly can an agency launch a client?
Most agencies can add a client, attach knowledge, and put Website Chat on a demo or live site in a first working session. Production quality still depends on approved knowledge, contact routing, and a review before go-live.
Do clients see Kuga or the agency brand?
Kuga is white-label. Agency settings flow into Website Chat, demo pages, the client portal, and client-facing email. The operating workspace stays with the agency team.
What counts toward monthly messages?
Plan allowances are based on AI replies. Preview includes 50 lifetime AI replies for building and testing. Essential is 1,000 replies and 5 MB. Pro is 5,000 replies and 25 MB. Advanced is 10,000 replies and 100 MB. Paid plans are billed per live agent.
Can Kuga connect to CRMs and calendars?
Contact Requests can be exported and sent via webhooks. Scheduling at launch uses Cal.com. Calendly is coming soon. Kuga does not claim a native HubSpot or Salesforce product.
Who handles privacy notices for a live agent?
The agency or client is responsible for end-user notices, lawful bases, and client instructions. Kuga provides platform terms, privacy, and a DPA to support that process.
How should urgent requests be sent?
Email support@kuga.ai with the account, client, URL, timestamps, and impact. Use WhatsApp when a live launch is blocked. Do not send passwords or payment details.