Automation · Customer service and scheduling
Help a student on WhatsApp who paid and cannot see their Kajabi course
An AI agent checks a student's purchase and access in Kajabi when they cannot see their course, explains why and tags the case for your team.
How do I help a student on WhatsApp who says they paid and cannot see their Kajabi course?
The student writes on WhatsApp that they paid and cannot see their course. The Met finds them in Kajabi by email, opens their record with the purchases and the products they can access, checks the purchase with its billing status and the offer they bought with the products it includes. With that it explains what is going on: whether the payment is missing, whether they bought with another email or whether access is truly missing. In that last case it does not fix it alone, because the connector does not grant access: it tags the contact so your team fixes it in Kajabi and tells the student a person is now handling it.
What starts it
When the customer writes
It starts when a student writes on WhatsApp that they paid for a course, a program or a membership and cannot see it in their account. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Student support Met with Kajabi
Customer service team
This is not a named, seeded Met. It is the Met that already answers your academy's WhatsApp, with Kajabi connected. Its work ends when the student knows what happened with the purchase or when the case is tagged for someone on the team to grant access.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Kajabi Run stores and orders
6 steps · 6 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the student in Kajabi
The Met asks the student for the email they bought with and searches for the contact in Kajabi. If it does not show up, it tries by name: sometimes the problem is that they paid with one email and log in with another.
- 2
Check their record and their access
The Met opens the contact and reads their tags, their purchases and the products they can access. If the course already shows up there, the problem is not the purchase, and the Met explains to the student that they should log in with that email.
- 3
Find the purchase
The Met lists that contact's purchases, or the offer's purchases within the date range the student mentions, to locate the right one. Kajabi dates come in UTC, so it converts them to your time before mentioning them.
- 4
Check the billing status
The Met opens the purchase and checks its price, billing status, buyer, product access and subscription if there is one. If the charge did not go through, it tells the student instead of promising access that does not apply.
- 5
Confirm what the offer includes
The Met opens the offer the student bought and looks at which products it includes. That tells it whether the course they are asking about is part of what they paid for or comes in another offer.
- 6
Tag the case for the team
If the charge went through, the offer includes the course and access is missing, the Met tags the contact, for example with "check access", and tells the student a person on the team will sort it out. Your team filters by that tag and grants access in Kajabi.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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Kajabi connected with tag permission
In Met, open Connections → Kajabi → Connect and authorize with a user whose role can see contacts, purchases and offers. In the Kajabi window, keep the tags and segments permission on, and in Met keep the contact tagging action on.
-
A tag agreed with your team
Set in the skill which tag the Met uses for cases without access and who reviews it in Kajabi. If it does not exist, it is created once in Kajabi or with the connector itself.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that helps students. The answer happens inside that conversation; Kajabi remains the source of data.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not grant access to the course. No connector tool grants a product: the Met leaves the case tagged and your team grants access in Kajabi.
-
It does not charge, retry a payment or issue refunds. According to Kajabi, the connector does not process payments.
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It does not change the student's email or password. If they paid with one email and log in with another, the Met explains it but does not fix the account.
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It does not ask for confirmation in the chat before tagging: if the action is on, it tags. The admin decides in Connections which actions stay on.
FAQ
Questions about this automation
The Met also searches by name. If it finds the purchase under the other email, it tells the student which one to log in with. It does not merge the two accounts: your team decides that.
No. The Kajabi connector has no tool to grant a product. That is why the procedure ends in a tag your team reviews in Kajabi.
Not with this procedure. What the Met reads from the purchase is its price, billing status, product access and subscription, which is what it needs to explain what is going on.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.