How do I ask Kai a question?

Our AI assistant Kai helps analyze and answer support questions more quickly. The clearer your question or issue is described, the more effectively Kai can search for the right solution. On this page, we explain:

Which channels you can use to ask a question
How to describe your question or issue
Whether or not to include attachments
Checklist: describing your issue
Additional tips

Which channels can you use to ask a question?

You can ask your question to Kai through the channels below. Where possible, Kai supports the analysis and processing of your request.

By email
Via the ticket portal

If you have an issue that requires immediate attention, please contact our support department by phone. Our staff will assist you right away and, where relevant, may use Kai to support the analysis.

Describing your question or issue

The way you formulate your question or issue has a significant impact on the quality of the answer. It is therefore important to provide a clear description of your problem, including relevant context. Consider questions such as who, what, where, when, why, and how. The more relevant and accurate information you provide, the more precisely Kai can search—and the better the result will be.

Include attachments or not?

Kai can analyze certain attachments, but not all file types.

If you include a screenshot, Kai can use it to help find a solution. Make sure the entire screen is visible—not just a portion—so Kai can correctly identify the screen and process.

Unsupported files

Excel files
EKT messages
Videos
Other document attachments

If the information in such a file is important for describing your question or issue, it’s best to include it in the text of your report.

Checklist for describing your issue

Use the checklist below to describe your issue. You can also use this checklist as a guideline when asking questions about the system. The input for a question may differ from that of an issue, but the goal is the same: a clear, unambiguous description. The more specific your question or issue is, the better Kai can assist you.

*Click on the image for a better view.

Additional tips for a more targeted answer

Mention what you have already tried, so Kai does not suggest the same steps again.
Use exact names of screens, settings, and buttons.
Include any error messages verbatim in your description.
Ask one question at a time.