Working with your Kowalah team

When you use Kowalah Managed Services, your Kowalah team becomes a collaborative partner on your AI program. This guide explains how the collaboration model works and how to get the most from it.

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Shared projects

Your projects are private by default. When you want to collaborate with Kowalah, use the Collaborate option to share a project. This adds a Kowalah owner alongside your customer owner, giving both sides visibility into progress, discussions, and milestones.

• Customer owner — someone from your organization who is accountable
• Kowalah owner — a member of the Kowalah team who partners with you on delivery

Your Kowalah team may also create projects and share them with you. Either way, shared projects mean both sides have visibility. There are no handoffs or black boxes.

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Your Client Partner

When you start with Kowalah, you’re assigned a named Client Partner. This is your primary point of contact for:

• Strategic guidance on your AI program
• Quarterly capability reviews
• Escalations and priority changes
• Planning new phases of work

Your Client Partner is typically the Kowalah owner on your projects and the person who oversees Expert Request delivery.

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How collaboration works day-to-day

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Projects

Your Kowalah partner creates and manages projects alongside you. They:

• Set up the project structure (milestones, initiatives, stakeholders)
• Update health status and progress as work progresses
• Post status updates and participate in discussions
• Flag risks and record decisions

You can see everything they do in real time on the platform.

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Expert Requests

When you submit an Expert Request:

1. Your Kowalah team reviews and approves it
2. A specialist is assigned to build the solution
3. Progress updates appear on the request (percentage, health, who needs to act next)
4. When complete, the deliverable is shared for your review

The status owner field tells you whose turn it is at any point:

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Discussions

Use discussions within projects and initiatives to communicate with your Kowalah team. Discussions are threaded, so you can have focused conversations about specific topics without losing context.

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The Kowalah Agent

Your Kowalah partner may also interact with your workspace through the Kowalah Agent in Slack, Teams, or Google Chat. When you see @Kowalah respond in a thread, it’s the AI agent — not your human partner. Your human partner communicates through discussions, status updates, and direct messages.

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Getting the most from the partnership

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Be specific in Expert Requests

The more context you provide when submitting a request, the faster and more accurately it can be delivered. Include:

• What problem you’re solving
• Who will use the solution
• Any constraints (systems, data, compliance)
• What success looks like

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Use discussions, not email

Keep communication in Kowalah’s discussions rather than email. This way all context stays with the project and is available to anyone who needs it, including future team members.

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Review progress regularly

Check the dashboard weekly for:

• Expert Request progress and any requests waiting on you
• Overdue tasks across your projects
• Initiative pipeline (are ideas moving through stages?)

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Provide feedback

When an Expert Request is delivered, review it promptly. The faster you provide feedback, the faster iterations can happen. Use the platform to share feedback so it’s documented.

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Keep organization context current

Update your organization context as your business evolves. The AI Chat uses this context to give relevant guidance, and your Kowalah partner uses it to understand your changing needs.