Hikari CS Documentation

Getting Started with Hikari CS Welcome to Hikari CS — your AI-powered customer support platform. This guide will help you get up and running quickly so you can start managing conversations and delighting your customers. What is Hikari CS? Hikari CS is an intelligent customer support platform that brings all your customer conversations into one unified inbox. With built-in AI assistance, you can respond faster, maintain consistency, and scale your support operations effortlessly. ...

Dashboard The Dashboard is your central hub for managing all customer conversations. When you log in, you land in the conversations view where you can see, filter, and respond to incoming messages. Navigation Sidebar The left sidebar provides quick access to all conversation views and account sections: Conversations Section Description Unassigned Conversations that have not been assigned to any agent yet History Past conversations for quick reference Search Find conversations by keyword, customer, or content Priorities Conversations sorted by urgency and response time priority AI Chats Conversations where the AI is actively participating Mine / All Toggle between conversations assigned to you or the entire team Unread New messages you have not viewed yet Pending Conversations awaiting a response or action Complete list Every conversation in the system Tickets Tickets are structured support requests derived from conversations: ...

Composer The Composer is where you craft responses to your customers. It is packed with AI-powered tools, formatting options, and collaboration features to help you reply quickly and professionally. Writing a Message At the bottom of every conversation, you will find the composer text box. Simply click inside and start typing your response. When you are ready, click the Send button to deliver your message. Text Formatting The composer toolbar provides formatting options including: ...

Statistics The Statistics section gives you deep insights into your support operations. Track conversation volumes, identify peak times, monitor issue trends, and measure team performance — all in one place. Access Statistics from the left sidebar under the Statistics menu, which expands to show: Conversations Reported Issues Peak Times Campaigns Revenue SLA Conversations Statistics The Conversations dashboard provides an overview of your support activity: Key Metrics Metric Description Unique Conversations Total distinct conversation threads in the selected period Resolved Conversations How many conversations were successfully closed First Time Conversations New customers reaching out for the first time Returning Conversations Follow-up messages from existing customers Billable Usage Conversation count applied toward your billing Channel Breakdown View conversation distribution across channels: ...

Settings The Settings area is where you configure your account, projects, team, and AI behavior. Proper configuration ensures Hikari CS operates exactly the way your business needs it to. Account Overview Your Account Overview is the starting point for managing your Hikari CS environment. It shows: Subscription plan (e.g., AI Pro) Setup health — A percentage indicating how complete your configuration is Resource counts — Customers, Projects, Inboxes, and Team members Needs attention — Items that require configuration Setup checklist — Step-by-step guidance for getting fully configured Quick actions — Shortcuts to common management tasks Account Settings ...