Winback AI support

Contact us

Email contact@kolz.ai for setup help, billing questions, or anything else about Winback AI.

Common issues

1. 1
   Calls aren't going out

   Check that the AI caller is switched on in your dashboard, and that your Shopify checkout is collecting phone numbers. Winback AI never adds its own popup to capture numbers, it only uses what checkout already collects.

2. 2
   A discount code didn't apply

   FuseCodes are one-time and expire on a timer. The new-store offer is preset to 48 hours but must be enabled by the merchant. Check the expiry configured for your store if a code no longer applies.

3. 3
   Live Handoff isn't ringing my phone

   Confirm your handoff number is set, and that your plan includes Live Handoff (Growth and Scale). Calls on Free and Launch continue without a live transfer.

Before you install

• Make sure checkout collects a phone number, that's the only source Winback AI uses.
• Decide your default FuseCode discount and expiry window, both are editable any time after install.
• Have a support or owner phone number ready if you plan to use Live Handoff.