1. How do I add entries to my blacklist?

With Kular you can blacklist either an individual person via their email or LinkedIn profile URL, or a company via their website domain. This will mean these individuals and companies will not be messaged by Kular on your behalf.

This can be done in one of three ways:

1. In the Kular web app:
   • Click on the 'blacklist contacts' button on the right hand side of the campaigns page
   • Here you can view your blacklist, and add entries by clicking on the 'add contact' button in the top right
   • Once you have filled in the information in the form, click 'blacklist contact' and this entry will be added
2. Upload a Google or Outlook CSV - you can find a tutorial for how to do this here: https://www.loom.com/share/4c93d0d7726b46afa59dd2da901750f3
3. Email support@kular.ai with a CSV file containing the emails, LinkedIn URLs and/or the company domains you would like to blacklist

2. When will my campaigns start sending emails?

Once you have paid the onboarding fee, Kular will automatically begin creating and warming your outreach mailboxes. This process takes up to 2 days. Once this has been complete, your first emails will start to be sent as soon as you have an active campaign.
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Your mailboxes will start with a small volume, that will gradually increase to full volume over the course of 2 weeks.

This process only needs to be done once, so once set up is complete, all current and future campaigns will immediately send at maximum capacity.

3. How can I get refunds for the leads I am unhappy with?

If you have leads that you believe are not qualified leads, you can request a refund in one of two ways:

1. In the Kular web app:
   • In the 'conversations' tab, click on the lead you would like to request a refund for
   • In the top right of the lead page, click on 'request refund'
   • Fill in the text field, letting us know what you don't like about this lead. This will help us to make sure that you don't get more leads like this
   • Click the 'request refund' below the text field
   • The lead will then be reviewed, and the outcome will be displayed in the conversation once it is available
2. If the ‘request refund’ button is unavailable, email support@kular.ai with the full name or email address of the lead you would like a refund for, and what it is you don’t like about them.

4. Where will my emails be sent from?

The emails are sent from you. We set up new inboxes for you to send the emails for 2 reasons:

1. So they don't go to span
2. To protect security/reputation of your primary email address

5. Can I choose/see my domains?

If you would like to be able to select the domains that Kular uses for your outreach, email support@kular.ai asking to be able to select your outreach domains. Make sure to do this before paying your onboarding fee, as otherwise the system will choose domains automatically for you.

A list will be sent of available domains, from which you can select 5. This will then be implemented once you activate your first campaign.

If you would like to see which domains Kular has acquired, email support@kular.ai requesting the list of your domains, and a list will be provided to you. We would always recommending whitelisting these domains in your mailbox, so you don’t miss any messages.

6. Can I set up an alias for my sender?

Once you have paid your onboarding fee, Kular will automatically begin creating and warming your outreach mailboxes. During this process, Kular will by default use your account information to create the mailboxes.

If you would like to use an alias for sending emails, email support@kular.ai before paying onboarding, including the name and title of the alias you would like to use, and this will be implemented when you activate your first campaign.

7. When will I be billed?

Kular will generate an invoice whenever a qualified lead enters your conversations tab. Once an invoice is generated, your stored payment method will then be charged and the invoice paid.

If you don’t currently have a payment method added, we will email you once you have a qualified lead to ask for payment details, which can be added via the web app.

You can view all invoices from your billing portal, which can be accessed from the payments page of your web app, which can be accessed from the settings page by clicking on your name in the top right. You can also view the invoice for each conversation, by clicking on the conversation, and then clicking on ‘view invoice’ in the top right.

8. What counts as a qualified lead?

Kular considers qualified leads to be contacts which send a response to your outreach that shows interest in engaging with the sales process.

Examples of this include:

• Asking to have a meeting or schedule a call
• Asking for information regarding pricing
• Asking for further information on your product or services (such as a demo, a video, further material or specific questions about you or your offering)

Kular does not consider the following as qualified leads:

• Asking to unsubscribe
• Out of office replies
• Rejections
• Offers to 'keep you in mind' for in indefinite period

9. How can I view my invoices/charges leads/refunds?

Leads can be viewed in your conversations tab, and from here you can see if a lead was a free lead, a charged lead, and whether or not a refund request has been initiated. Please note that if a refund request is successful, the lead will be removed from the app, but statistics on paid and refunded leads can be viewed in the payments section of the app, which can be found in settings.

You can view your invoices from your billing portal. To access your billing portal:

1. Log in to the Kular web app
2. Go to settings by clicking your name in the top right
3. Scroll down and click on 'open billing portal'

If you would like to view the invoice for a particular conversation: 

1. Go to your conversations tab
2. Click on the 'view invoice' button on the right hand side of the conversation you would like to see the invoice for

10. What can I add to targeting information?

Kular will send messages to contacts that match the targeting provided in the target description of your campaign. This information looks at information on both the contact and the company the contact works at to determine whether or not it is a match.

You can include the following information in your targeting description:

• Locations - this can include both inclusions and exclusions
• Sizes (this can be in the form of numbers of employees, or denominations such as small, medium or large)
• Contact job titles, departments and/or seniorities - this can include inclusions and exclusions
• A description of what your ideal company does (for example, companies that develop and sell a software product) - this can also be used to exclude descriptions of companies you do not want to contact (for example, exclude companies that provide IT consulting services)

11. How do I edit templates?

Each Kular campaign will send a messaging sequence using the templates contained within that campaign. These templates can be viewed in the ‘messaging’ section for each campaign.

From here, you can edit the templates to alter their content by clicking the ‘edit’ button on the top right of the message you would like to edit.

You can enter text, or any of the placeholders which are provided in a menu, which can be accessed by clicking ‘placeholder’ in the top left of the template you are editing.

Once you have made your changes and are happy with your messaging, click ‘save’ on the bottom left of the message you are editing. This new messaging will be applied to all emails sent after you have saved your edits.

Please note that messages which were sent before this time, but had not yet been replied to by the contact, may still come through to your conversations tab even after you have saved these changes.

If you would like to add another template to your messaging sequence, click the ‘add message’ button displayed below the last message in your sequence.

To delete a whole message from your sequence, click ‘delete’ in the top right corner of the message you would like to delete

12. What can I put in my templates?

Kular templates can contain free text, and select placeholders, which are blocks that can be used to enter personalised information about the contact receiving the message such as their name, company name or job title.

Kular templates cannot contain videos, images, links or hyperlinks. This is because emails which contain these things are much more likely to be marked as spam, which negatively impacts your results.

13. How do I follow up with leads/conversations?

Once a qualified lead is generated, there are three ways which you can respond to them. You can email support@kular.ai to select which 3 of these methods you would prefer.

1. Via the web app:
   • Go to the 'conversations' tab of your web app
   • Click on the lead you would like to reply to
   • At the bottom of the chain, type the reply you would like to send to the contact in the field provided. You may add attachments with the 'attach fiiles' button. You may also add emails to the chain via CC or BCC.
2. Via CC:
   • An email with the following text will be sent to the contact
     ”Thank you for your email. I'm CC'ing my primary inbox and will follow up shortly. Best,”
   • This email will add the email address on your account as a CC recipient. You will then receive this email to your inbox, from which you can reply directly to the contact. Please make sure to check your spam, in case the email landed there.
3. Via forward:
   • support@kular.ai will send you a message containing the contact’s message, and their information. Please make sure to check your spam, in case the email landed there.
   • Reply to this email with the reply you would like to send in response, and this message will be sent automatically to the contact

14. Can I add a custom signature?

At present Kular cannot add custom signatures. The system will add a professional sign off to all emails for you automatically.

15. What are experiments and how do they work?

Kular runs sets of experiments to gather data and determine what will guarantee you the best results possible. This can include using certain types of sign offs, subject lines or varying the time emails are sent to contacts. The system will run these experiments in the background, and use the results to adjust your outreach so that you get the best possible results from Kular.

At present, these experiments can’t be disabled, but are something we monitor very closely, to guarantee your outreach is always professional as well as effective.

16. How do replies work and how can I control these?

Once a contact replies to one of your messages in your campaign sequence, the sequence will stop, and Kular will take over handling replies. Kular will then reply to contacts’ messages, depending on what they have said, in order to try and convert as many leads as possible for you.

If you would like to provide messaging, attachments, or any other rules or guidance for Kular to use in handling your replies, you can email this to support@kular.ai and this will be applied to your account.

If you would prefer to handle replies yourself, email support@kular.ai to set up a rule to allow you to respond to all messages. This can be done via the web app, CCing or forwarding replies to you.

17. How do I start campaigns? 

To activate a campaign, just click ‘start campaign’ in the top right of your campaign and Kular will automatically begin sending messages for you.

If you have recently onboarded with us, there may be a delay on outreach starting, depending on when your infrastructure is set up following payment of your onboarding fee.

18. How do I stop campaigns and what happens if I do? 

If you would like to stop a campaign: 

1. Log in to your web app
2. Go to the campaigns tab
3. Click on the campaign you would like to stop
4. Click 'stop campaign' in the top right of the screen

If you pause one campaign, don’t worry, all your other campaigns will continue as normal and be unaffected.

If you would like to stop all campaigns, we’d love to hear from you to see how we can help improve your Kular experience. Please contact support@kular.ai, and we will be happy to assist however we can.

If all campaigns are paused and we don’t hear from you, we will close your account. This will mean all your mailboxes will be deleted. If any campaigns are later activated after your account is reactivated following deletion, your mailboxes will need to be rebuilt, meaning they will once again need 2 days to create, and 2 weeks thereafter to reach full volume, which could delay you getting awesome results from Kular.

19. How can I control my spending with Kular?

Kular has a budget feature within the web app. This feature allows you to set a monthly budget. This budget will never be exceeded. Its similar to Google, LinkedIn, or Facebook- tell us how much you want to spend, and we will deliver.

To set your budget:

1. Log in to your web app
2. Go to your settings by clicking your name in the top right
3. Scroll down to the payment section and click go to payments. Here you can enter how many leads you would like to receive per month, and this will be saved and also display the cost to you in $ per month
4. Budgets cannot be less than $500 per month

20. How do I add a payment method?

You can add a payment method via the Kular web app:

1. Log in to your web app
2. Go to your settings by clicking your name in the top right
3. Go to the payment section. Here you can enter the details you would like to add. If you already have a payment method saved with us, a green check mark will appear and no payment fields will be displayed
4. Once your details are entered, the system will update with these details. Please note it may take a few minutes for the web app to update the display to show a payment method has been added. If you have any questions, please don’t hesitate to email support@kular.ai

21. How do I change my payment method?

If you would like to change your payment method, email support@kular.ai and we can send you a payment link which you can use to update your details

22. How do I create a new campaign?

If you would like to create a new campaign, you can do so via the web app:

1. Log in to your web app
2. In the campaigns tab, click 'draft new campaign' in the top left of the page
3. Fill in the information asked for in the form, which will ask you for information about who you would like to target, what you would like to offer then, and what your value proposition is
4. Click ‘draft campaign’
5. When it’s ready, your campaign will appear as a draft campaign in your web app, where you can make edits to the messaging, targeting, and when you are ready launch your new campaign

23. Do you provide Open Rates?

We don't provide open rates for our campaigns. The 2 reasons for this are:

1. Tracking open rates requires adding a tracking link to our outreach, and adding these links makes it more likely the email will be marked as spam
2. Most email providers will automatically open emails before they are received by the users as part of their virus scanning procedure, and so these rates tend to be highly inaccurate

24. Is Kular GDPR compliant?

Kular takes data privacy compliance very seriously. To make sure we stay compliant with GDPR, we have taken the following steps:

• We've taken advice on this from a major European law firm
• We obtain contact details by buying them from publicly listed, GDPR compliant vendors who have large in-house privacy teams
• You are only involved in the data flow once a contact has specifically opted in to future contact with you over email

We are proud to say that as a result, we have GDPR specialised lawyers as customers, and several customers have hired privacy attorneys to assess before signup up and then signed up.

Please be aware we are not a law firm and we do not provide legal advice.

25. Is Kular CANSPAM compliant?

We include unsubscribe language in each email sent. For example: “if you don’t want to hear from me again, just reply saying unsubscribe”.

Please be aware we are not a law firm and we do not provide legal advice.

26. Does Kular comply with the attorney ethics rules?

The professional ethics rules to which attorneys are subject vary according the jurisdiction in which an attorney practices, and the professional association which regulates that attorney.

Kular has conducted detailed research on the professional ethics rules in key jurisdictions, including most states in the United States and the United Kingdom.

Please reach out to Kular Support if you would like to read Kular’s analysis of the professional ethics rules in any particular jurisdiction, and how they related to Kular.

Please be aware Kular is not a law firm: we are not regulated by bar associations or similar organisations, and we do not provide legal advice. You should conduct your own research before relying on our analysis.

27. Does Kular offer account management or other additional support?

Our customer success team is always here to help our users, providing account management services including feedback calls, account monitoring and campaign targeting for all customers who have a minimum budget of $500 per month.

For users who set a monthly budget of $1000 or more per month Kular provides a dedicated managed service. This means we will, as well as providing you with full access to our customer success team, add you to a slack or whatsapp chat that gives you faster and more direct access to the team to help manage your account and ensure delivery of the volume you have requested. We also provide additional support with campaign suggestions and message drafting.

For users who want to take a more hands off approach, you can also turn on auto pilot mode. Once you do, you will be asked to provide your ideal customer profile. This should be as broad as possible, as this will serve as the full scope for our team. Once this is entered, we will create and launch campaigns for you, so you only have to step in when leads are generated.

28. Can you transfer domains back to me?

As part of the Kular service, we purchase a set of domains, which we then use to send your email outreach.

Kular can transfer these domains once your services with Kular are cancelled. We cannot transfer domains to you whilst you are still using the service, as once the domains are transferred, our outreach system can no longer connect to the domains, and therefore cannot send any emails for you.

If this is something you would like, you can email support@kular.ai to request a domain transfer, or you can book in with our team for a domain transfer call here: https://meetings.hubspot.com/tom-jeffrey

Please note if you book in directly via the calendar link above, once the call is complete your account will be closed.

29. Can you transfer domains between accounts on Kular?

Currently it is not possible to transfer domains from one Kular account to another.

30. We'd like more people on our team to use your product. What's the best way to do this? 

Currently there are two ways you can add more people from your team to Kula:

1. Add team member as a user to your Kular account
   • This allows your team members to log in to your Kular account and perform any actions the primary user can (for example, edit messaging or activate campaigns).
   • If you would like to do this, just send an email to support@kular.ai and we can set up your team members as users for your Kular account
2. Create separate Kular accounts for your team member
   • This will set up a completely separate account for your team member, where they can run their own campaigns, with their own sender information, completely independently of your own Kular outreach.
   • If you would like to do this, you can send an email to support@kular.ai and we can set up a new account for your team member

31. Why is there a minimum spend of $500/month? 

Kular requires a minimum spend of $500 per month, as we incur continued costs in maintaining each account, and this threshold is required to offset those costs and ensure that we can provide an effective service for our customers whilst maintaining profitability.

32. Do you charge transaction fees on foreign cards?

Kular doesn't charge any transaction fees for any of our leads

33. How does tax work on Kular payments?

As Kular is a UK Ltd company, we are required to charge VAT on all UK customers. This is added on to the price per lead and charged as one sum. You can view the unit price and the VAT amount on the invoice for each transaction.

For other jurisdictions, Kular does not include tax in any of our invoices. It is your responsibility to ensure you comply with local tax rules. If you require tax to be added to your invoices, email support@kular.ai who will be happy to help

34. How do I whitelist my Kular domains?

Kular sends emails from a number of different domains which we acquire to send outreach on your behalf. When a contact responds to one of your outbound messages, this message will be sent to your primary inbox. To help make sure you don’t miss any of these emails, we would recommend whitelisting your Kular sender domains. You can request this list by emailing support@kular.ai.

To add this list to your white list, you can use the following instructions (if your email provider is not listed, you can search online or email support@kular.ai for assistance).

For Gmail:

1. Log in to your Gmail account
2. Click on the gear icon in the top right, and click on 'See all settings'
3. Click on 'Filters and blocked addresses'
4. Click on 'Create a new filter'
5. In the 'From' section, enter your Kular sender addresses, comma separated
6. Click on 'Create filter'
7. In the list, make sure 'Never send to spam' and 'Also apply filter to X matching conversations' is checked
8. Click on 'Create filter'

For Outlook:

1. Click on the gear in the top right
2. In the modal, use search bar to find 'Safe senders and domains'
3. Click the blue '+add' button, and type in the sender email from the list
4. Repeat step 3 for each Kular sender email

35. What are the criteria for accepting/rejecting refunds? 

Kular is always happy to provide refunds for leads that:

• Do not match your target description
• Do not show legitimate sales interest (defined as asking for a meeting, asking about pricing or other similar follow up questions that indicate an interest in the sales process)
• Are delayed by more than 72 hours from the point the reply is received by Kular

Kular does not provide refunds for leads that:

• Are an existing contact of yours that is not in your blacklist - this is because we cannot reasonably safeguard against reaching out to contacts we do not know are already part of your client base
• Show interest but later drop off - this is because we cannot reasonably verify this, and there always exists the opportunity to follow up and re-engage
• Do not fit criteria that was not included in the target description for the campaign - this is because the system cannot discriminate based on criteria it is not made aware of

36. Can I get a list of all my contacts?

Currently Kular does not provide a list of contacts. You can however download a list of everyone who has unsubscribed from the web app by going to your settings page (you can find this by clicking on your name in the top right)

37. Does Kular add unsubscribe links?

Kular by default adds text at the end of each message telling recipients that they may unsubscribe by replying to the message, stating they would like to unsubscribe.

Kular also has functionality to either:

• Replace this with a message containing a hyperlink that allows recipients to unsubscribe
• Omit all unsubscribe language

If you would like to switch to either of these two settings, please contact support@kular.ai who will be happy to set this up for you

38. Does Kular accept payment methods other than credit card?

If you would like to pay by bank transfer instead of by credit card, please email support@kular.ai who will be happy to set this up for you. Please note the minimum payment we can accept by bank transfer is $5000

39. If my refund is successful, when will I see/receive it?

If you have requested a refund and that refund is approved, upon approval credit will automatically be added to your Kular account in the amount that was paid for the lead. This credit will then be offset against future leads, and once it has run out payments to your preferred payment method will resume for further leads

40. How do I change the email leads are sent to?

If you would like to change the email address that leads are sent to, please email support@kular.ai providing the new address and they will be happy to update this for you

41. How do I reset my password?

To reset your Kular web app password:

1. Sign out of the Kular web app (you can do this from the settings page)
2. On the sign in page, click 'Forgot your password?'
3. Enter your web app login email, and click 'Send code'
4. Enter the code you receive to your email
5. Fill in the form to update your password

42. How do I change my log in email?

If you would like to change the email you log in with to your Kular app, you can email support@kular.ai who can set this up for you

43. How do I update my billing information?

If you would like to update your payment method, you can email support@kular.ai who can send you a link to add a new payment method.

If you have any other details you would like to update such as name, address or tax number, you can email support@kular.ai who can update this information for you. The new information will be displayed on future invoices.

44. Why aren't I receiving any leads?

Kular will always strive to provide you with the leads you have requested. At times there may be issues in delivering these leads, which can result from a few different reasons. If you have any questions regarding volume of leads or issues in receiving leads, you can always send questions to support@kular.ai who will be happy to answer and provide assistance.

45. How do I book a call if I want to speak to someone at Kular?

If you'd like to book a call to speak to someone, you can do so via this link: https://meetings.hubspot.com/kula-cs/check-in

Alternatively you can email support@kular.ai who can help you schedule a call.

46. I'd like to increase my outreach volume, how can I do this?

If you would like to increase your outreach volume, you can:

1. Increase your budget cap. This will tell the system how much volume you would like to see and increase your outreach volume accordingly
2. Email support@kular.ai who will be happy to organise this for you

47. Why were the leads I received old and no longer fresh?

Kular always aims to try and provide leads in a timely manner, in order to maximise the value you receive.

There are occasions where leads can be delayed in being sent. This can be caused by:

1. Payment is not received for the lead. Kular does not release leads until payment is received for them
2. Budget constraints. Kular will always aim to meet your budget, but in order to keep your mailboxes warm, a small volume of emails will be sent everyday. This can occasionally result in leads being generated over budget, which are not released until the month is complete
3. Technical issues. On occasion technical issues can delay the delivery of leads. If a technical reason does affect you, you can email support@kular.ai who can help

48. Can I access my Kular inboxes directly?

Kular runs your outreach through a number of mailboxes. Whilst you are a customer of Kular, these will be managed for you. Access to these mailboxes can’t be granted, as this would disrupt the system’s ability to send your outreach.

If you decide to leave Kula, we will be happy to provide you with the domains and mailboxes we have created for you. You select a time for a call to transfer these here: https://meetings.hubspot.com/tom-jeffrey

49. What is Autopilot mode?

Auto pilot mode asks Kular to manage your account. Our team will do everything required to deliver your target leads, and you can sit back and watch the leads role in.