How Karo works
Karo is made up of two parts: the agent (the chat widget your audiences see) and the dashboard (the admin panel where your team configures it).
The agent
The agent is the chat widget that sits on your website. It's embedded as a single line of code and loads as an iframe — typically in the bottom corner of the page.
Visitors can type naturally. Karo understands questions like "Do you have any matinees next week with good availability?" or "Can you help me find my booking for Hamlet?" and responds conversationally.
When Karo needs to look something up — events, orders, venue information — it calls your connected ticketing system in real time and formats the result into a readable response.
The dashboard
The dashboard is at dashboard.heykaro.com. This is where you:
- Configure your ticketing system connection
- Build your knowledge base (FAQs, policies, venue info)
- Customise the look and feel of the widget
- Name your agent and set its personality
- View conversations and analytics
- Manage your team
Teams and apps
Your organisation has a team in the dashboard. Within your team, you can have one or more apps — each app is a separate deployed instance of Karo.
Most organisations start with one app. You might want a second app if you have multiple venues, want to test a different configuration, or are running a separate internal-facing version of Karo. Additional apps are available on request.
Feature flags
Not every Karo feature is switched on by default. Your SynapTix contact can enable features per app, including:
| Feature | What it does |
|---|---|
| Event search | Lets Karo search and surface events from your ticketing system |
| Order lookup | Lets visitors look up their bookings via a magic-link identity check |
| Human handoff | Lets Karo escalate a conversation to your box office team |
| Site search | Lets Karo answer questions from your knowledge base |
| Refunds | Lets Karo check refund eligibility and initiate refunds (LineUp only) |
Next: Integrations overview →