Frequently asked questions
General
1. What is OXVO?
OXVO is the full platform for teams that build apps, support customers, understand product behavior, and improve with AI.
The platform includes OXVO Builder, OXVO Console, Inbox, Sessions, AI workflows, integrations, workspace administration, and developer tools.
2. What is OXVO Console?
OXVO Console is the operational workspace for managing connected apps, chat, sessions, analytics, AI, integrations, teammates, and workspace settings.
Use Console when you want to run the day-to-day customer and product operations around the apps your team connects or creates.
3. What is OXVO Builder?
OXVO Builder is the AI app-building surface for creating new apps, importing projects, previewing changes, connecting Builder Cloud, and preparing apps for publishing or deployment.
4. Do users need separate accounts for Builder and Console?
No. Users sign in through the same OXVO workspace. Access depends on assigned roles, permissions, plan, and enabled features.
5. Where can I find direct links to common Console pages?
Use Direct Console links.
OXVO Console
6. Where do I create a new Inbox channel?
Open Channels, then select Add Inbox.
7. Where do I configure labels and custom attributes?
- Labels: Open Labels
- Custom attributes: Open Custom Attributes
8. How do I keep replies consistent across agents?
Use Macros for reusable actions, Canned responses for reusable text, and Labels for standardized triage.
9. Is OXVO Sessions a separate product?
No. OXVO Sessions is managed from Console and uses the same OXVO workspace, login, roles, and permissions.
10. Where do I manage AI Assistants and knowledge?
Open Console → OXVO Assistant and use:
- Assistants for behavior and scope
- Data sources for knowledge sources
- Tools for external API calls
11. Where do I configure webhooks?
Open Developer Webhooks and follow Developer webhooks.
OXVO Builder
12. Is Builder a separate platform?
No. Builder is part of OXVO’s workspace model. It uses workspace identity, permissions, managed model access, credits, and plan controls.
13. When should I use Builder Cloud?
Use Builder Cloud when an app needs managed backend features such as auth, database tables, storage, secrets, SQL, logs, API routes, webhooks, or backend operations.
For frontend-only apps, you can stay in the default Builder flow.
See Use Builder Cloud for backend features.
14. What is Auto Improve?
Auto Improve is a Builder workflow that prepares future app improvement cycles from connected product signals.
Those signals can include customer chats, support issues, session replays, replay behavior, traffic, bugs, errors, and product usage patterns.
Auto Improve is plan-gated. Free workspaces can review setup, but enabling it requires a paid Builder workspace.
15. Why are no AI models available in Builder?
In hosted Builder, model access is managed at the workspace level. Ask a workspace owner or admin to enable managed model access in OXVO workspace settings.
See Workspaces, credits, and Builder settings.
Routing and SLA
16. What is the difference between routing and workload limit policies?
- Routing policies decide how conversations are assigned.
- Workload limit policies define how much workload agents or inboxes can carry.
See Routing & SLAs.
17. Where do I configure SLA targets?
Open SLA Policies.
AI and integrations
18. What does OXVO AI do?
OXVO AI works across Builder, Console, support, Sessions, and product improvement workflows.
Depending on your plan and settings, it can help create and edit apps, draft replies, summarize conversations, use knowledge sources, analyze sessions, and prepare improvement cycles from connected product signals.
See AI in OXVO.
19. Where is the API contract reference?
Use OpenAPI Reference (Swagger): /api.
Security and access
20. Why can a user see Console but not Builder?
Builder access can depend on plan, workspace settings, role, and enabled feature flags. Confirm the user is in the correct workspace and has the right role.
21. Why can a user see Inbox but not Sessions Replay?
Their role likely lacks the required Sessions permissions. Review Permissions & roles.
22. Does OXVO support MFA and SSO?
Yes. Availability depends on your workspace plan and enabled features. See Authentication & access.
23. What should I do after a token or webhook endpoint leak?
Rotate the affected credentials immediately, verify access logs, and update integration secrets in all environments.