What is Kai?
Kai is your intelligent AI-companion in Airwallex, built directly into the Airwallex WebApp. It understands how Airwallex works in detail, points you to the exact place you need to go, and troubleshoots issues with precision. It is designed to guide you through setup, answer questions about using Airwallex, and help you complete key tasks so you can start transacting faster and with more confidence.
For new customers who have just completed verification (KYC), Kai focuses on helping you complete your first transactions and discover the most relevant features for your business.
We are continually improving Kai with new features and capabilities so it becomes more powerful, accurate and helpful over time.
Who can use Kai?
Kai is currently available to:
- Business account customers using the Airwallex WebApp
- Admin and owner roles on the account
- Organisations who have successfully passed KYC
- Users using the English-language WebApp
If Kai is enabled for your account, you'll see Kai’s icon on the top right of your screen or the Kai chat panel on the right when you sign in to the WebApp.
Kai is not currently available in:
- The Airwallex mobile app
- API-only or Embedded Finance–only setups (without WebApp usage) at this stage
Where do I find Kai?
Look for the Kai icon in the top right of your screen to open the Kai chat panel. You can use the controls at the top of the chat panel to start a new conversation, browse your past conversations, or collapse the panel when you're done. Type your question directly into the input box, or use the attachment icon to upload a file or screenshot — useful if you want Kai to review a document or help with something you're seeing on screen.
What can Kai help me with?
Kai is designed to help you get value from Airwallex quickly and reduce the need to search through documentation or contact support for everyday questions.
1. Get personalised setup guidance
Based on your business needs and what you shared during sign-up, Kai can:
- Generate a step-by-step setup guide (e.g. to collect funds, make your first transfer, start accepting payments, or issue cards).
- Suggest 2–5 essential steps to achieve your primary goal (such as opening Global Accounts in key currencies, adding funds, or connecting an accounting provider).
- Save your setup checklist as tasks on your Dashboard, so you can track progress and come back to unfinished steps later.
2. Answer questions about using Airwallex
You can ask Kai questions in natural language, such as:
- "How do I open a Global Account in EUR?"
- "Where can I issue a new employee card?"
- "How do I connect my accounting software?"
Kai uses our Help Centre and product documentation, combined with your account context (such as your business details, current page and chat history), to provide tailored answers that are relevant to your account and use case.
3. Navigate directly to the right place in the WebApp
Instead of manually searching through menus, Kai can:
- Show you where to go by sharing navigation links
- Take you directly to the tab or feature you need (for example, the New Transfer page, Cards tab, Global Accounts, Payment Methods and more).
This helps reduce friction and makes it easier to discover and use key Airwallex features.
4. Perform selected actions on your behalf
For a small but growing set of flows, Kai can complete actions for you directly from the conversation. Today, this includes:
- Creating new Global Accounts in supported currencies based on your business needs
- Enabling eligible payment methods for your account so you can start accepting payments faster
- Creating cards with specified card controls
- Editing rules in your spend approval workflows
- Creating payment links for accounts with payment links activated
- Draft transfers to existing payees (always require your review before execution)
We have explicit safeguards for money-moving or fee-incurring actions. Wherever Kai can safely complete an action for you, it will clearly state what it's about to do and ask for your confirmation before proceeding.
5. Check payment and account statuses
For selected customer service workflows, Kai can:
- Check the status of certain payouts and deposits and explain typical reasons for delays where available
- Help you understand where your account or application sits in the review process (for example, KYC/KYB checks in supported workflows)
6. Contact our team for support
If you want to contact our customer support team or product team, Kai can :
- Gather information and raise a request to our Customer Support team on your behalf, when a human follow-up is needed. Our team will then follow up with you via email, using the contact details linked to your account.
- Share feedback, feature requests, or bug reports during your conversation — these go straight to our product team and help us improve your experience with our product.
Kai is designed to complement existing channels, helping you self-serve everyday questions quickly while seamlessly handing over to human support when needed.
What can't I use Kai for?
Kai is powerful, but there are important guardrails to keep your account secure and ensure a good experience.
No high‑risk account changes
For security and compliance reasons, Kai cannot:
- Change your legal business entity name
- Make other high-impact changes that typically require formal review or documentation (for example, some profile, ownership or entity-structure changes)
- Create custom reports or statement letters for your business
No full replacement for your own checks
Kai is built on AI technology and external-facing documentation and AI can make mistakes.
You should always review suggestions and confirmations carefully before submitting payments, changing settings, or taking other important actions.