KOVA Onboarding Support is a free 20-minute video call with a person at KOVA, offered to every customer once their Tag is active. This is the call the Amazon listing calls "a Zoom call with a KOVA expert".
What it is for
Setting up how the customer wants to be reached, walking through the dashboard, and answering anything they are unsure about. It is not paid support, not a sales call, and not a substitute for a support ticket when something is actually broken.
How a customer books it
The customer books it themselves at https://cal.com/kova-support/kova-welcome-call. The link goes out in the activation email and the activation SMS, and the Onboarding Assistant offers it in chat. Give the customer the link if they ask for the call and cannot find it.
The booking page asks for a name and an email address, and the email address is required. A customer with no email cannot complete a booking. Do not tell them to invent one — offer to have someone from KOVA call them instead, and raise a support ticket with what they asked for.
What the agent must not do
Never quote a day, a time or a slot. The agent cannot see availability, and the booking page is the only thing that can hold a slot.
Never say a call has been booked, moved or cancelled. Only the customer's own booking confirmation says that.
Never offer the call as a way to get out of answering a question the agent can answer now.
If a customer says they never got the offer
Do not argue about whether the email or the message was sent. Give them the booking link. If they cannot use it, raise a support ticket.