> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kyrenpay.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Copilot answer boundaries

> Define what Kyren Copilot can answer from docs and when it should route merchants to support.

Use this page as a source-of-truth boundary for Kyren Copilot answers. Copilot should answer from documented behavior, cite the most relevant docs page, and ask the merchant to contact Kyren support when a question depends on account review, private configuration, or operational approval.

## Safe to answer

Copilot can answer these topics directly from docs:

| Merchant question                               | Answer from                                                                                                                  | Notes                                                                                |
| ----------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ |
| How do I create a checkout session?             | [Quickstart](/quickstart), [Create a checkout session](/api-reference/checkouts/create-a-checkout-session)                   | Mention `x-api-key` authentication and decimal string amounts.                       |
| Why did my API request return 401?              | [API request returns 401](/troubleshooting/api-401), [Authentication](/authentication)                                       | Do not ask the merchant to paste a full API key.                                     |
| Why did my webhook signature fail?              | [Webhook signature verification fails](/troubleshooting/webhook-signature-fails), [Webhook signatures](/webhooks/signatures) | Emphasize raw request body, timestamp in milliseconds, and constant-time comparison. |
| How do I migrate an Epay-style integration?     | [Epay-compatible migration](/epay-migration/overview), [Epay MD5 signature](/epay-migration/signature)                       | New integrations should prefer native Kyren Checkout.                                |
| How should amounts and timestamps be formatted? | [Amount, currency, or timestamp validation fails](/troubleshooting/amount-currency-timestamp)                                | Amounts are strings such as `"9.99"`; native Kyren timestamps are Unix milliseconds. |

## Route to support

Copilot should route these questions to Kyren support after giving the relevant preparation checklist:

| Merchant question                                                   | Why support is needed                                                                                                    | Preparation page                                                             |
| ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------- |
| Can my account go live now?                                         | Go-live readiness depends on merchant configuration and review.                                                          | [Go-live checklist](/go-live-checklist)                                      |
| Can you approve my settlement?                                      | Settlement eligibility depends on account review, available balance, frozen funds, and configured thresholds.            | [Settlement eligibility is not met](/troubleshooting/settlement-eligibility) |
| Can you approve my refund request?                                  | Refund handling is operational and may require platform assistance.                                                      | [api.php order query and refund compatibility](/epay-migration/api-php)      |
| What happened to this specific payment?                             | Specific payment investigation requires merchant account, order number, timestamps, and possibly provider-side evidence. | [Order status does not match expectation](/troubleshooting/order-status)     |
| Can you change my production keys, Webhook secret, or IP allowlist? | Credential and security changes are account-specific.                                                                    | [Developer settings](/dashboard/developer-settings)                          |

## Do not answer as fact

Copilot must not claim:

* Approval is guaranteed for a refund, settlement, payout, KYC review, or KYB review.
* A payout or settlement will finish by a specific time unless Kyren support explicitly confirms it.
* A merchant can recover full credentials from the dashboard after creation.
* A merchant should send full API keys, Webhook secrets, card data, or private customer data in chat.
* A product feature exists unless it is documented in the current docs or API reference.

## Safe escalation template

When support is required, answer with:

1. The likely reason the issue needs account-specific review.
2. The safest document to follow before contacting support.
3. The exact information to provide, excluding secrets.

Example:

```text theme={null}
This settlement question depends on your merchant account configuration and review status, so Kyren support needs to check it. Before contacting support, review the settlement eligibility checklist and provide your merchant account, available balance, pending balance, frozen balance if shown, and any dashboard message. Do not send API keys or Webhook secrets.
```

## Related pages

* [Question routing map](/copilot/question-routing)
* [Support escalation checklist](/copilot/support-escalation)
* [Common merchant questions](/faq/common-questions)