Contact us
Email contact@kolz.ai for setup help, billing questions, or anything else about Kolz Winback.
Response time: within one working day. Most setup questions are answered the same day.
Common issues
- 1Calls aren't going out
Check that the AI caller is switched on in your dashboard, and that your Shopify checkout is collecting phone numbers. Kolz Winback never adds its own popup to capture numbers, it only uses what checkout already collects.
- 2A discount code didn't apply
FuseCodes are one-time and expire on a timer, 48 hours by default. If the shopper opens their link after it expires, the code no longer applies, that's the point, it's what creates the urgency.
- 3Live Handoff isn't ringing my phone
Confirm your handoff number is set, and that your plan includes Live Handoff (Growth and Scale). Free and Launch route hot leads to a FuseCode or a callback instead.
Before you install
- Make sure checkout collects a phone number, that's the only source Kolz Winback 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.