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Voxys Connect Glossary
A reference of common terms, features, and concepts used throughout Voxys Connect. A Access Token Application APIs are designed to interact with a Voxys Connect account from a user's perspective. So, to integrate apps and authenticate to these APIs, you will require a user access_token, which can be obtained from your Profile Settings. Account A workspace in Voxys Connect that contains your inboxes, agents, contacts, conversations, and settings. A single Voxys Connect installation can host multiple accounts. Administrator (Admin) Administrators are account users who have complete access to all the enabled features. They can also control all the account settings, unlike agents. Advanced Filters A way to build complex, multi-condition filters on conversations or contacts (for example, status + label + assignee + custom attribute). Filter groups can be saved as folders or segments for quick reuse. Agent An Agent is anyone from your team who can answer customer conversations. An agent has lesser account permissions as compared to the administrator. Agent Bot A bot that can be connected to one or more inboxes to handle the initial part of a conversation (greetings, qualification, FAQs) and hand off to a human agent when needed. Agent Status An agent can set themself as Online, Busy, or Offline through their Profile Settings. AI Assistant An AI-powered conversational agent (configured via Captain) that can answer customer questions using your Help Center content and your defined guardrails, and hand off to a human agent when required. API The APIs (Application Programming Interface) in Voxys Connect enable you to connect more external systems than the UI offers. See the types of APIs in Voxys Connect. Applications External apps that are natively integrated with Voxys Connect. Setting these up lets you enhance your customer engagement toolset. E.g. you can build a chatbot using the native integration with the Dialogflow app. Archived articles Articles you don't want to be deleted, but are no longer relevant. Article A document created in the Help Center portal under a topic category that holds essential information about an aspect of a product. These articles can be shared in customer conversations. Assignee A person on your team who is assigned a conversation — usually assumes its responsibility and sends answers to it. Assignment Policy A rule that controls how new conversations are distributed to agents in an inbox or team (for example, round robin or balanced load), so that work is shared automatically rather than picked up manually. Audio Notifications On the dashboard, Voxys Connect alerts you of new events (like new messages and conversations) by playing an alert tone. You can customize your preferences in Profile Settings. Audit Logs A record of significant administrative actions performed in an account (user changes, settings updates, role changes, etc.), available to administrators for compliance and traceability. Author (Article) The author of a Help Center article, chosen from the Agents list. Their name and thumbnail appear on the published article page. Automation A set of rules an Admin defines for the account to automate specific tasks. Examples include assigning agents or teams, adding labels, snoozing conversations, etc. Actions are triggered based on events and conditions you define. B Bots Bots automate parts of a conversation, such as greeting a customer when they first message. See also: Agent Bot, AI Assistant, Captain. Bulk Actions The ability to perform an operation on multiple conversations or contacts at once — assigning an agent, applying a label, resolving, snoozing, or deleting in one step instead of repeating the action per record. Business Hours You can set the working hours for any channel/inbox within Voxys Connect. Whenever your agents associated with a particular inbox are outside their working hours, Voxys Connect will show a custom message to the customer. C Campaigns Campaigns let you create outbound messages for your customers and web visitors. Two types: - Ongoing: Outbound messages in website live chat based on conditions, e.g. if a user visited the Pricing page and stayed for 3 minutes, send a message offering advice. - One-off: SMS or email campaigns sent to a group of contacts. Canned Responses Saved reply templates that can be sent to a conversation quickly using a shortcode. Captain Voxys Connect's AI suite. Captain powers AI Assistants for end customers and Copilot for agents, and is configured from a dedicated console where you connect knowledge sources, set guardrails, and define handoff rules. Categories (Help Center) You can divide a Help Center portal into categories and write specific articles under each. Categories appear as sections (in a grid layout) when your Help Center is live. Channel/Inbox A channel is a mode of communication your customer uses to talk to you. An inbox is an instance of a channel — for example, an email inbox, a website live chat, a WhatsApp number, etc. Companies A grouping of contacts that belong to the same organization. Useful for B2B support so you can see all conversations and contacts associated with a single customer company. Contacts The contacts on your account store information on the people who have ever messaged you, plus any list you upload manually. Contact Segments A saved filter group for your contacts. Content Templates Pre-approved message templates used on channels like WhatsApp and SMS, where you must send a structured message (with optional variables and media) to start or re-engage a conversation outside the messaging window. Conversation Continuity The ability for a customer to keep the same conversation thread when they reply over a different channel — for example, replying by email to a website-chat transcript so the message lands in the same conversation. Conversation Participants Agents added to a conversation as collaborators alongside the assignee. Participants can follow the conversation, get notifications, and contribute privately without taking over ownership. Conversations Your chats with various customers are referred to as conversations in Voxys Connect. Copilot An AI-powered assistant for agents inside the conversation view. Copilot can suggest replies, summarize threads, rephrase drafts, and pull answers from your knowledge base while the agent is composing. CSAT CSAT, short for Customer Satisfaction, is feedback your customers provide based on their satisfaction with your support team. It is usually a rating system (with optional textual feedback). These ratings can be averaged out for certain periods to find the "CSAT score" for your team. You can track CSAT scores under the CSAT Reports section on your dashboard. Custom Attributes Track custom info/facts about conversations and/or contacts. Standard facts are name, email, location, etc. Custom Attributes are things like subscription plan, signup date, most ordered item, etc. Custom Role A role with a configurable set of permissions, beyond the default Administrator and Agent roles. Used to fine-tune what specific users can access — conversations, contacts, reports, knowledge base, etc. D Dashboard The primary area of work displaying all the vital information and features to work with and interact on conversations. Dashboard Apps A dashboard app is an external application brought onto your dashboard for quick access to customer data. For example, if you have a customer-orders tracking app, you can embed it on your dashboard with this feature. Draft Article An article that is a work-in-progress but not published. Draft Reply If you're composing a reply or a private note to a teammate and leave the screen or refresh the page, your text will be right where you left it. Voxys Connect saves the data and preserves your unsent messages as drafts. E Email Notifications Voxys Connect sends you an email whenever a particular activity occurs in your account, like a new conversation being created or assigned to you. You can personalize your email notification preferences from Profile Settings. F First Response Time (FRT) A metric (also used in reports) that calculates the total time taken to send the first reply to a customer's message by a particular agent, team, or inbox. Folder (conversation) When you group your conversations with the help of filters, you can save them as custom folders. Saved folders appear on the left sidebar of your dashboard for quick access. Forward to Email When you set up an Email channel, your incoming support emails to your primary inbox (such as Gmail) need to be forwarded to Voxys Connect. This is achieved with the Forward to Email setting under the Email channel settings. H Help Center You can create and manage a complete customer-facing portal from your dashboard. Primarily, you can manage your knowledge base and product articles from this portal and use these articles directly in your conversations. (This glossary is itself an example of a Help Center article.) I IMAP IMAP (Internet Messaging Access Protocol) allows you to read your email messages from your email inbox. Enable this option from the Email channel settings. Import (contacts) You can manually add contacts to your contacts list on Voxys Connect by uploading a CSV file. You can include standard as well as custom contact details. Incoming Messages Any new message sent by a customer is an incoming message. K Knowledge Base A set of product articles and documentation created to help your customers. You can manage your knowledge base with the Help Center from your dashboard. L Labels A digital sticker for your conversations, used to categorize them. Labels are created on the account level and can be used across. Examples: bug-report, new-customer, spam, feature-request. Live Chat Live chat customer support is a way for customers to interact with the support team in real time, via a chat widget integrated into a company's website or app. M Macro A set of sequential saved actions — labelling a conversation, sending an email transcript, sending an attachment, etc. — that you can define from your Voxys Connect Settings. You can make a personal macro or one available for your team. Macros are run from the chat sidebar. Markdown Voxys Connect uses markdown language in its messages and Help Center articles. Mentions You can tag a fellow teammate on private notes to notify them about a matter you want to discuss. You can also view (only) the conversations that mention you by using the Mentions view on the dashboard. Metadata (Help Center articles) You can write a meta title, description, and tags for your Help Center articles to be displayed in search engine results. All metadata can be managed from the article's sidebar. Metrics Objective numbers/goals or KPIs you can track about your support team. Examples: CSAT score, First Response Time, Response rate. You can track many metrics about your conversations, agents, and teams using the Reports section. Mobile SDK A set of tools and resources developers use to create mobile apps for iOS or Android. The SDK has libraries and utilities to help you integrate Voxys Connect with an app. Mute You can mute a conversation to stop receiving alerts for it. N Notifications There are four types of notifications in Voxys Connect — audio, email, push, and Slack. You can customize your preferences from Profile Settings and set up the Slack integration. O Open A conversation status implying that a conversation is ready to be picked up by an agent. Outgoing Messages Any message sent from the Voxys Connect dashboard is an outgoing message. P Pending A conversation status that indicates the conversation is not yet ready for an agent to pick up — typically used when an AI assistant or bot is still handling the customer. Personal Message Signature A personal signature, if configured, is appended to all messages you send from your email inbox by default. Set up your signature from Profile Settings. Portal A single Help Center instance is called a portal. You can create multiple portals from a single account — for example, one for product documentation and another for internal processes. Pre-chat Form A form shown to website visitors before they start a live chat, used to collect details like name, email, or the reason for contact. Configurable per inbox. Private Notes Private Notes are available within your conversation window. You can privately discuss customer queries with teammates before replying. Push Notifications If enabled, Voxys Connect will send push notifications whenever a specific event occurs (new message, new conversation, etc.). Customize your preferences in Profile Settings. R Reports A set of reports on Voxys Connect, each providing an overview of certain analytics associated with your account. Resolution Count A metric (also used in reports) that calculates the total conversations resolved in a period by a particular agent, team, or inbox. Resolution Time A metric (also used in reports) that calculates the total time taken to resolve a conversation by a particular agent, team, or in a specific inbox. Resolved A conversation status applied when a conversation is ready to conclude. S SLA (Service Level Agreement) A policy that defines target response and resolution times (FRT, NRT, RT) for conversations, optionally aligned with business hours. Voxys Connect tracks SLA breaches and surfaces them in reports and conversation views so teams can prioritize at-risk conversations. SMTP Simple Mail Transfer Protocol (SMTP) is a setting that enables you to send messages from Voxys Connect through your email inbox. Enable this option from your Email channel settings. Snoozed A conversation status applied when you need to wait a certain period or need a reply from the customer to continue the conversation. T Teams A team is a group of specific agents on your account who handle a certain type of conversation. For example, an Engineering team for tech queries, a Finance team for billing queries, and a Customer Success team for product queries. U Unassigned A conversation state applied by default when a conversation hasn't been assigned to an agent yet — manually or automatically. Unattended A dashboard view that lists all conversations that are not yet been responded to. V Voice Channel An inbox type for handling phone calls (e.g. via Twilio Voice). Voice conversations are tracked alongside chat and email, with call statuses such as incoming, outgoing, and missed. W Webhook A configurable HTTP callback Voxys Connect fires on specific events (new conversation, new message, status change, etc.) so external systems can react in real time. Widget The embeddable live chat widget you place on a website to capture visitor conversations into a Website inbox. Configurable for colors, position, pre-chat form, and visibility rules.
⚡ Advanced FeaturesHow to use Audit Logs?
Audit Logs is an Enterprise feature. This keeps a record of the activities occurring in your account, which you can track to audit your account, team, or services. Essentially, audit logs answer the four W's for you: - Who - What - When - Where Or, who did what, when and from where? Where to find the Audit Logs within Voxys Connect? Step 1. If the feature is available to you, you can find it by going to 'Settings' -> 'Audit Logs'. Step 2. Browse through your logs. Scroll down to find your desired entries or use the navigation to switch pages. Pro tip: Use cmd/ctrl + F to quickly search for a desired entry. You will find the entries under three headers: Activity, Time and IP Address. Activities tracked through Audit Logs Whenever any of the following activities occurs within your account, an entry is created along with the date and timestamp, and the IP address. See the full list below. User activity logs - <Name | Email> changed self status to online, offline, busy - <Name | Email> signed in - <Name | Email> signed out - <Name | Email> changed the availability status of <Name | Email> to <online | offline | busy> - <Name | Email> invited the user as an <agent | admin> - <Name | Email> changed the role of the user to <agent | admin> Account activity logs - <Name | Email> updated the account configuration. Automation rule logs - <Name | Email> created a new automation rule (#rule-id) - <Name | Email> updated an automation rule (#rule-id) - <Name | Email> deleted an automation rule (#rule-id) Macro logs - <Name | Email> created a new macro (#macro-id) - <Name | Email> updated a macro (#macro-id) - <Name | Email> deleted a macro (#macro-id) Inbox logs - <Name | Email> created a new inbox (#inbox-id) - <Name | Email> updated an inbox (#inbox-id) - <Name | Email> deleted an inbox (#inbox-id) - <Name | Email> added <Name1 | Email1>, <Name2 | Email 2> to the inbox (#inbox-id) - <Name | Email> removed <Name1 | Email1>, <Name2 | Email 2> from the inbox (#inbox-id) Webhooks logs - <Name | Email> created a new webhook (#webook-id) - <Name | Email> updated a webhook (#webhook-id) - <Name | Email> deleted a webhook (#webhook-id) Team logs - <Name | Email> created a new team (#team-id) - <Name | Email> updated a team (#team-id) - <Name | Email> deleted a team (#team-id) - <Name | Email> added <Name1 | Email1>, <Name2 | Email 2> to the team (#team-id) - <Name | Email> remove <Name1 | Email1>, <Name2 | Email 2> from the team (#team-id)
🚀 Voxys Connect 101Lesson 5: AI Actions
Lesson 4 was about rules — if-this-then-that automation that runs without judgment. This lesson is about AI — the layer that brings judgment, language, and reasoning into your support stack. Captain, the AI Agent in Voxys Connect doesn't just route conversations; it can read them, understand them, look up answers, and act on your behalf. There are two parts, and they do different jobs: - Captain AI Assistant: customer-facing AI that handles conversations on behalf of your team. - Captain Copilot : agent-facing AI that helps you handle conversations faster. This lesson covers both, plus the actions Captain can take inside your account. What you'll learn - The difference between Captain and Copilot, and when to reach for each - How to configure a Captain Assistant — knowledge, guardrails, response guidelines, behavior toggles - The seven built-in actions an Assistant can take inside Voxys Connect - How custom tools let an Assistant call your APIs - How scenarios route conversations through conditional handoff workflows - How Copilot helps an agent inside a single conversation - The limits and guardrails worth understanding before you go live You'll need: An account with the Captain feature enabled. Captain is a premium, Enterprise-gated capability — if you don't see the Captain icon in the navigation rail, the feature isn't enabled on your plan/install. You'll also need to provide an OpenAI key at the system level (handled by your installation admin). Before we go anywhere, here is the mental model: | | Captain | Copilot | | --- | --- | --- | | Who it talks to | Your customer | Your agent | | Where it appears | Inside the chat widget / inbox | In the conversation sidebar, message editor, bulk actions | | What it does | Handles the conversation directly, with handoff when needed | Suggests replies, answers agent questions, surfaces knowledge | | Visible to customer? | Yes, they're chatting with it | No, internal use only | | Goal | Deflect / resolve without a human | Help the human be faster | You can use one, the other, or both. Most teams start with Copilot and build AI Assistant on specific inboxes once they have visibility of the things that should automate. 1. Captain Assistants — the configurable AI A Captain Assistant is a named, configurable AI persona. You can create multiple Assistants — for example, a support Assistant for the website inbox and a sales Assistant for the WhatsApp inbox. Configuring an Assistant Go to Captain in the navigation and create a new Assistant. You'll set: - Name & description — for your team's reference - Product name — used in prompts so the AI talks about your product, not "the product" - Temperature — how creative vs. deterministic the responses should be (lower = more predictable, higher = more varied) - Feature toggles: - FAQ lookup — let the Assistant search your knowledge base before replying - Conversation memory — let it consider earlier messages in the same conversation - Contact attributes — let it factor in what you know about the contact (plan, signup date, etc.) Tip: start with a tightly scoped Assistant. "Answer questions about our pricing and refund policy. If asked anything else, hand off to a human." A narrow scope produces good results fast and earns trust. Widen later. Connecting an Assistant to an inbox An Assistant only handles customer conversations on inboxes you explicitly connect it to. From the Assistant's settings, choose which inboxes it should engage with. Conversations on those inboxes will be handled by the Assistant first; everywhere else stays human-only. Recommended starting point: create one Assistant, connect it to one low-stakes inbox (FAQ-style queries, not billing or technical bugs), and watch how it does for a week before expanding. 2. Knowledge — what the Assistant knows Out of the box, the Assistant knows nothing about your business. You feed it knowledge through documents. Three types of knowledge sources | Type | What it is | Limit | | --- | --- | --- | | URL | Crawl a public webpage (your docs, marketing site, blog) | Per-plan document quota | | PDF | Upload a file (manuals, internal docs, policies) | 10MB per file | | Text | Paste raw text directly | | When you add a document, Captain processes it into internal embeddings — a searchable representation. You'll see a status of syncing → synced (or failed). Once synced, the FAQ lookup tool can pull from it during conversations. What to put in (and what to leave out) Good knowledge: - Help Center articles - Pricing pages - Refund / shipping / cancellation policies - Onboarding docs Bad knowledge: - Internal Slack threads (irrelevant chatter) - Blog posts about company values (won't help solve a support ticket) - Outdated docs (the AI will confidently quote them — keep your knowledge fresh) Garbage in, garbage out: the Assistant is only as accurate as your documents. Audit and re-sync regularly. If your refund policy changed in March and the synced PDF still says February, the AI will tell customers the wrong thing. 3. Actions — what an Assistant can do This is where Captain stops being a chatbot and starts being an agent. An Assistant can take actions inside your Voxys Connect account — not just talk. Built-in actions | Action | What it does | | --- | --- | | FAQ Lookup | Search synced documents for relevant content | | Handoff to Human | Route the conversation to a human agent | | Add Contact Note (coming soon) | Write a note on the contact's profile | | Add Private Note (coming soon) | Drop an internal note in the conversation | | Update Priority (coming soon) | Set the conversation priority (Low / Medium / High / Urgent) | | Add Label (coming soon) | Apply a label to the conversation | | Resolve Conversation | Close the conversation when the customer's question is answered | The Assistant decides which action to take based on the conversation. It might answer a pricing question via FAQ Lookup, then add a pricing-inquiry label, then resolve. Or it might recognize an angry customer, set Priority to High, write a private note summarizing the issue, and hand off. Custom tools — calling your own APIs For anything beyond the built-ins, you can define custom tools: HTTP endpoints the Assistant can call. Each custom tool is: - A name and description - An HTTP GET or POST request to a URL you control - A parameter schema (what inputs the AI should fill in) - Authentication — Bearer token, Basic, or API key - Optional request/response templates for shaping the data This is how you wire Captain into your own systems. Examples: - "Look up the customer's order status" → POST to your orders API - "Check inventory for SKU X" → GET to your inventory service - "Issue a credit" → POST to your billing system Custom tools are gated behind their own feature flag and capped at 15 per account. Treat that limit as a feature — it forces you to think about which tools really earn their place. Security note: the AI will call any tool you define. Scope tools tightly: read-only where possible, idempotent where not, and never expose actions whose blast radius you wouldn't trust to a brand-new agent. 4. Copilot — the agent's AI sidekick Copilot lives inside the conversation interface, on the agent's screen, and only the agent sees it. What Copilot does Open any conversation and look for the Copilot panel. You can: - Ask questions about the conversation — "What is this customer asking for?", "What's the right next step here?" - Get reply suggestions — Copilot drafts a response based on the conversation history and your knowledge base, and offers a USE button that drops the suggestion straight into your reply box. - Search your knowledge base in natural language — instead of remembering exact phrasing. Each Copilot conversation is a thread tied to the underlying Captain Assistant — so Copilot uses the same knowledge, guardrails, and response guidelines. Configure your Assistant well and Copilot benefits automatically. How it differs from Captain in practice Captain replies to the customer directly. Copilot drafts something the agent reviews, edits, and decides whether to send. The agent stays in the loop. For most teams, this is a much safer place to start with AI. Practical workflow: treat Copilot's suggestions as a first draft, not a final reply. Read it, edit it, personalize it. The minute you start sending Copilot output verbatim, your replies start sounding like everyone else's. Captain vs. Agent Bots — quick clarification Voxys Connect has had Agent Bots for a long time — webhook-based bots that handle the start of a conversation and hand off. Agent Bots are open-source, free, and not AI. They're rule-driven, scripted bots. Agent Bots = scripted, OSS, free, deterministic. Captain Assistants = AI, Enterprise, premium, language-driven. Most new accounts will want Captain. Agent Bots are still useful for simple deterministic flows (collecting an email, gating a conversation behind a few questions). How it all fits together (a worked example) A customer messages your website widget at 2am: "How do I cancel my subscription?" 1. The widget is connected to an inbox where Captain is enabled. 2. Captain reads the message, runs FAQ Lookup, and finds the cancellation policy in your synced docs and replies. 3. The customer replies. Captain calls a custom tool lookup-account with that email and gets back the account status. 4. Captain confirms the account, walks the customer through the cancellation, applies the cancellation label, sets Priority = Low, and Resolves the conversation. 5. The next morning, your team sees a clean resolved conversation with a private note Captain wrote summarizing the interaction. Reports show a deflected ticket. The customer got an answer at 2am instead of waiting twelve hours. That's the whole AI promise in one example. Set up well, it's transformative. Common questions Will Captain reply to every message on connected inboxes? Yes — that's the design. Captain engages with incoming conversations on inboxes it's connected to. If you only want it on certain conversations, you'd handle that with inbox separation. Can I review Captain's replies before they go to the customer? Not natively. Captain replies directly. If you want a human-in-the-loop pattern, use Copilot instead — agent drafts with AI assistance, agent sends. Does Captain learn from conversations? Memories feature in Captain suggests the knowledge gaps from the conversation. You can approve the generated FAQs so that the knowledge of Captain updates regularly. What happens when Captain doesn't know the answer? It will collect some additional information depending on the context and will Handoff to Human. Is the customer told they're talking to AI? That's a product/policy choice on your side. There's no enforced disclosure. Many teams configure their welcome message to say something like "I'm Acme's AI support assistant — I can resolve common questions instantly, or hand you to a human anytime." Can custom tools have side effects (write actions)? Yes — POST endpoints can mutate state. This is how you let the Captain cancel subscriptions, issue credits, etc. Treat write tools the same way you'd treat handing a junior agent a write-enabled API key: scope tightly, log everything, and put irreversible actions behind a confirmation step in your scenario. My account doesn't have Captain. Can I get it? Captain is gated to paid plans only. If you're self-hosting, you can enable it on premium support plans or higher.
🤖 Captain AIHow AI Credits work in Captain?
This guide explains how AI credits are consumed, how your credits are updated when you top up, when your monthly renewal happens, what happens when you change plans, and how notifications work if your credits run out. How are AI credits consumed? AI credits are deducted whenever an AI action is performed. Examples include: - Captain assistant responses - Copilot lookups - Editor actions (rephrase, summarise, suggest a reply) - Label Suggestions - Any workflow or automation that triggers a model call - Audio transcription Different models consume credits at different rates. At the moment, all actions consume 1 credit per message, since a fixed model configuration only is supported. This will change in the future as more model options are supported, at which point different models may consume different credit amounts per action. If an action cannot be completed due to insufficient credits, a credit failure occurs (explained later). When does usage reset? Usage resets to 0 only during monthly renewal. Usage does NOT reset when: - Topping up credits - Changing your plan - Changing seat count This means you can top up credits at any time without losing track of your current usage cycle. How are AI credits updated? 1. Topping Up Credits When you buy additional credits, they are simply added to your existing balance. Example - Previous credits: 1500 - Top-up: 1000 - New total credits: 2500 No other values change. 2. Monthly Renewal Every plan includes a monthly free credit allowance. At renewal, we adjust usage and credits based on how much you consumed in the previous month. Case A: No usage Usage: 0 → Your total credits do not change. Case B: Usage is less than your monthly free credits - Previous credits: 1500 - Usage: 200 - Monthly free credits: 300 → No deduction is applied. → Total credits stay 1500. → Usage resets to 0. Case C: Usage exceeds your monthly free credits - Previous credits: 1500 - Usage: 600 - Monthly free credits: 500 Overage = 600 − 500 = 100 → Deduct overage from total credits. → New total credits: 1400 → Usage resets to 0. 3. Changing Your Plan When you switch plans, your monthly free credits may increase or decrease. Example - Startup plan: 300 free credits - Business plan: 500 free credits - Enterprise plan: 800 free credits If you switch from Startups to Business, your total credits would increase by 200. Similarly, if you downgrade from Business to Startups, your total credits would decrease by 200. Your usage remains unchanged. Credit Failure (Insufficient Credit Handling) A credit failure occurs when an AI action is triggered but there are not enough credits to perform it. What Happens During Credit Failure - The action is not executed. Any available fallbacks are executed — for example, if the assistant cannot respond, the conversation is transferred directly to an agent. - We log the failed action internally for audit
⚡ Advanced FeaturesWildcard URL support in website live-chat campaigns
The website live-chat campaigns support wild card URL patterns. While building a URL pattern, consider the following behavior in mind. In Voxys Connect, every URL pattern should start with http:// or https://. Running the campaign on the exact URL If you add an exact URL like https://chatwoot.com/app, then the URLs with trailing slashes or the URL params or the hash params would not match. Some examples for exact match definitions are as follows. - https://chatwoot.com/app would match https://chatwoot.com/app/ or ``https://voxys connect.com/app?test_param=1` - https://chatwoot.com/app?test_param=test_value would not match https://chatwoot.com/app or https://chatwoot.com/app#test_hash_param Running the campaign ignoring the URL parameters To ignore the URL params or hash params, you can add a trailing slash in the URL. For eg: https://chatwoot.com/app/ would match all the following URLs. - https://chatwoot.com/app/ - https://chatwoot.com/app - https://chatwoot.com/app/?test=1 - https://chatwoot.com/app/#test Running the campaign in all sub-directories You can use the * character in the URL if you want to match all the sub-directories. For eg: https://chatwoot.com/* would match to the following URLs - https://chatwoot.com/ - https://chatwoot.com/app - https://chatwoot.com/app/subdirectory Running the campaign in all subdomains To match the current domain and subdomains, you can use the pattern {*.}? in the URL. For eg: https://{*.}?chatwoot.com/ would match to the following URLs - https://chatwoot.com - https://app.chatwoot.com - https://www.chatwoot.com
🚀 Voxys Connect 101Lesson 1: Your first Voxys Connect conversation
Welcome to Voxys Connect! This is the first stop in a hands-on series that takes you from a brand-new account to a fully running support desk. By the end of this lesson, you'll have a working website inbox and you'll have replied to your very first customer message. What you'll learn - What Voxys Connect is and how it fits into your support stack - What channels and inboxes are, and how they relate - How a customer message becomes a conversation on your dashboard - How to set up a website live chat inbox in under five minutes - How to send your first reply and resolve the conversation You'll need: A Voxys Connect account (free trial works) and any website where you can paste a snippet of code. Don't have a site handy? You can test on a local HTML file. What is Voxys Connect? Voxys Connect is a single dashboard for every customer conversation your business has — email, website live chat, WhatsApp, Instagram, Facebook, SMS, Telegram, and more. Instead of switching between five different apps and losing track of who said what, your team works out of one place, with shared context, history, and tools. Think of it as your team's shared inbox for customers — but with the automation, reporting, and AI helpers a real support team needs. Channels and inboxes (the one concept to understand first) A channel is a type of communication — Email, Website, WhatsApp, SMS, etc. An inbox is a specific instance of a channel that's connected to your account. For example: - "support[@]acme.com" is an email inbox - The chat widget on acme.com is a website inbox - Your +1-555-… WhatsApp number is a WhatsApp inbox You can have as many inboxes as you need, even multiple of the same type (one website inbox for marketing, another for billing). Every message that comes in lives inside an inbox, and every inbox can have its own agents, business hours, greeting, and routing rules. Tip: Don't overthink your inbox layout on day one. Start with one, get comfortable, then split it up as your team grows. How a message becomes a conversation Here's the lifecycle of a single customer message — keep this in mind as you go through the rest of the product: 1. Customer sends a message on one of your channels (e.g. types into your website widget). 2. Voxys Connect creates a conversation in the matching inbox. The conversation starts in the Open status or in Pending status if Captain is connected. 3. An agent is assigned — automatically (via assignment policy) or manually. 4. Agent replies from the dashboard. The reply goes back to the customer over the same channel they wrote in on. 5. The conversation is resolved when the issue is handled. It's not deleted — the full history stays searchable, attached to the contact. Conversations have four common statuses: Open, Pending, Snoozed, and Resolved. You'll meet all of them as you go. Set up your first inbox: Website live chat We'll use the website channel because it's the fastest way to see Voxys Connect working end-to-end. Step 1 — Open the inbox setup From the dashboard, go to Settings → Inboxes → Add Inbox. Step 2 — Pick "Website" You'll see a grid of channel types. Click the Website icon. Step 3 — Fill in the basics - Website Name — what your customers will see at the top of the chat widget (e.g. Acme Support). - Website Domain — the URL where the widget will live (e.g. https://acme.com). - Widget Color — pick something on-brand. - Welcome Heading & Tagline — the first thing visitors read when they open the widget. Step 4 — Add agents Choose which teammates can reply to messages from this inbox. You can add or remove people later. Step 5 — Install the snippet Voxys Connect will hand you a small JavaScript snippet. Paste it into your site's <head> (or just before </body>). Reload your page and you should see the chat bubble in the corner. No website yet? You don't need one to test. Go to Settings → Inboxes, click the gear icon next to your new inbox to open its settings, then open the Configuration tab and click Open in Codepen on the script. A live widget will open in your browser where you can send messages straight away. Step 6 — Send a test message Click the chat bubble on your site, type "Hello from my first visitor!" and hit send. Step 7 — Reply from the dashboard Switch back to your Voxys Connect dashboard. The new conversation will appear at the top of your conversation list with an unread badge. Click it, type your reply in the chat box at the bottom, and hit send. The customer will see it instantly in the widget. 🎉 You've just handled your first Voxys Connect conversation. A quick tour of the conversation view Once you're inside a conversation, here's what each part does — at a glance: | Area | What it's for | | --- | --- | | Reply box | Send public replies to the customer | | Private Notes | Discuss the conversation with teammates — the customer never sees these | | Right sidebar | Customer details, conversation actions, custom attributes, and previous conversations | | Conversation actions | Assign an agent, change status, snooze, add labels | | Conversation list (left) | Filter by status, assignee, inbox, label, or saved folder | You don't need to use any of these on day one. Replying from the chat box is enough to support real customers. Resolving the conversation When you're done helping the customer: 1. Click Resolve at the top of the conversation. 2. The conversation moves out of your Open queue and into Resolved. 3. If you've enabled CSAT, the customer is automatically asked to rate the experience. If the customer replies after resolving, the conversation automatically reopens — nothing falls through the cracks. Try these next (optional, 1 minute each) While you're here, poke at one or two of these so they're not strangers later: - Set your status to Online — top right avatar → Online / Busy / Offline. - Send a private note — type @teammate looks like a billing issue in the Private Notes tab. - Add a label — try bug-report or feature-request from the top bar. - Snooze the conversation — useful for "waiting on customer" cases. Common first-day questions Will the customer see my name? Yes — your display name and avatar from Profile Settings appear on outgoing replies. Take a minute to set both before you reply to a real customer. What if I reply to the wrong person? You can delete a message you sent (on live chat widget, it is not supported in other channels). After that, send a follow-up correction — the original stays in dashboard with a deleted message for accuracy, the customer doesn't see it again. Can two agents work on the same conversation? Yes. One agent is the Assignee (owns the reply); others can be added as Conversation Participants to follow along and chime in. Is anything I type in the chat box sent immediately? No. Replies only send when you click Send (or hit ⌘/Ctrl+Enter). And if you navigate away mid-message, Voxys Connect keeps a Draft Reply so you don't lose your work. What's next In Lesson 2, we'll go beyond the reply box: private notes, canned responses, labels, and how to keep your queue tidy as conversations pile up. Until then, your homework is simple: send yourself three test messages from the widget and reply to each one. Muscle memory beats theory. Welcome aboard. 👋