User Guide & Manual

1. Quick Start — Go live in 15 minutes

Tuxon is an AI customer-support and sales platform. Your AI answers customers on WhatsApp, Instagram, Facebook, Telegram, your website widget, SMS and email — 24/7 — using the knowledge you provide.

1. Create your account.

   Open the app and click Start Free. Sign up with your email and password, or use Continue with Google. No credit card is required for the trial.

2. Complete your company profile.

   On first login you'll be guided through onboarding: company name, business type, description, contact details, logo and policies. You can edit these later in Sidebar → Configuration → Company Info.

3. Give your AI a personality.

   Go to Configuration → AI Personality. Set a name, tone, response length and any custom instructions so replies sound like your brand.

4. Upload your knowledge base.

   Add your FAQs, documents (PDF/TXT/CSV), policies or website content. The AI uses Retrieval-Augmented Generation (RAG) to answer accurately from your own content.

5. Connect a channel.

   Start with the Website Widget (no approvals needed) or request WhatsApp / Instagram / Facebook / Telegram / SMS / Email under Configuration → Modules. Some channels are reviewed and enabled by our team.

6. Invite your team.

   Go to Security → Users and invite teammates as Owner, Admin, Agent or Viewer.

7. Go live & test.

   Enable the widget on your website, send a test message from a real customer phone or the widget, and watch the reply arrive in Conversations → Chats.

Inside the dashboard

Everything lives in the left sidebar. The main areas are:

2. Dashboard Overview

The Overview Dashboard is your daily command center. It refreshes in real time over a secure WebSocket connection — no manual refresh needed.

KPI cards

Agent availability

Set your status to Online / Offline / Busy / Away from the header or dashboard toggle. Your whole team sees availability updates instantly, so conversations are only routed to agents who are available.

Appointments & orders widgets

The dashboard shows today's upcoming appointments and recent activity with color-coded statuses (Pending, Confirmed, Completed…). Click any item to jump straight into it.

3. Conversations & Live Chat

Conversations unify messages from the website widget, WhatsApp, Instagram, Facebook, Telegram and SMS into one inbox at Sidebar → Conversations → Chats.

Chat list

• Filter by status: Open, Closed, Archived.
• Filter by mode: AI Active, Human Takeover, AI Paused, Order In Progress.
• Filter by channel: Widget, WhatsApp, Instagram, Facebook, Telegram, SMS.
• Search by visitor name, message text or phone number.
• Bulk actions: select several chats and close them at once.

Chat detail view

Open any chat to see the full thread with timestamps and sender badges: visitor 👤, AI ⚡ and agent (initials/avatar). Images and voice notes are supported — voice messages are automatically transcribed into text.

Chat modes

What you can do inside a chat

When the AI hands off to a human

The AI escalates automatically when the customer asks for a person, mentions trigger words (for example "speak to human", "manager", "refund"), the AI's confidence is low, or sentiment analysis detects frustration. Escalated chats appear under Needs Attention and trigger a notification sound so nothing is missed.

Message templates & quick replies

Save time with reusable replies in Conversations → Message Templates. Create named templates (e.g. "Welcome Greeting", "Pricing FAQ") and organize them in categories (Greeting, Support, Sales). Agents insert them in one click while chatting. Use placeholders such as {{customerName}} to personalize.

Auto responses (canned Q&A)

Define common questions with approved answers. Agents can send a pre-approved answer instantly instead of typing it out. Manage them from the Auto Responses area.

Feedback

Customers can rate each AI reply 👍 / 👎 and add corrections. Review feedback to spot weak answers and improve your knowledge base — it's the fastest way to make your AI smarter.

4. Customers (CRM)

The Customers page is your built-in CRM (Sidebar → Customers). Every person who talks to you on any channel becomes a contact automatically.

Contact profile

• Details: name, phone, email, customer type (NEW / REGULAR / VIP / BLOCKED / INACTIVE), VIP flag, preferred language and timezone.
• Tags & notes: segment customers and leave internal notes.
• AI summary: an auto-generated summary of the customer's history and profile.
• Interaction history: total conversations, orders, amount spent and average rating.
• Custom fields: add your own fields to capture what matters to you.

Common actions

• Start a conversation with the contact on any connected channel.
• View tickets / orders linked to the contact.
• Send a broadcast — include them in a WhatsApp/SMS/Email campaign via tags.
• Block / unblock a contact to stop them messaging you.

Import customers

Use Configuration → Import Customers to bulk-upload your existing customer list. Prepare a CSV with name, phone and/or email columns, review the preview and confirm. Duplicates are matched and merged automatically so your list stays clean.

5. Appointments

Let your AI book appointments for you. Customers can describe what they need in plain language and the AI checks availability, offers services and books — no human needed.

Enable & configure

1. Enable the module.

   Open Configuration → Modules → Appointments and turn it on.

2. Add your services.

   Under Scheduling → Services create services with a name, description, duration (minutes) and price. The AI offers these during booking conversations.

3. Set booking rules.

   In the Appointments module settings define working hours, the time buffer between appointments, how far ahead customers may book (max advance days), minimum notice, and your timezone.

How a booking conversation looks

Manage appointments (admin)

• Views: month calendar, day timeline, or table list.
• Filters: date range, status, service.
• Statuses: PENDING → CONFIRMED → COMPLETED (or CANCELED / NO_SHOW).
• Manual booking: create an appointment on behalf of a customer.
• Rescheduling: change date/time — the customer is notified automatically.

6. Orders

Built for e-commerce, restaurants and retail: the AI takes orders conversationally, and your team fulfills them through a clear status workflow.

Enable & configure

1. Enable the module.

   Configuration → Modules → Order Settings.

2. Add your products.

   Under Orders → Products add name, price, discount price, category, image, SKU, preparation time and whether it can be delivered.

3. Set order rules.

   Define delivery zones and fees, accepted payment methods, cash-on-delivery, pickup options, and toggle AI order-taking.

Order status workflow

Managing orders

• Orders list: filter by status and date range, search customers.
• Order detail: items, quantities, totals, delivery method, payment status.
• Move status forward as the order is fulfilled.
• Mark paid/unpaid and track COD.
• Reconciliation: find order-type conversations that don't have a registered order yet, and convert them in one click.

7. Tickets

Tickets turn complex issues into structured, trackable tasks that can span multiple conversations and need follow-up.

Creating a ticket

• Manually from Tickets → Create Ticket, or
• Directly from any conversation (Create Ticket action) — the ticket stays linked to the original chat and is auto-summarized by AI.

Ticket fields

Working a ticket

• Add internal notes — visible to your team only, never to the customer.
• Watch the status history audit trail of every change.
• Use the AI summary and customer mood detection to understand context fast.
• Track response time to meet your SLAs.

8. Channels

Channels are the ways customers reach you. Connect the ones your audience uses — all conversations land in the same inbox.

Website Widget

The widget is the chat bubble on your website and needs no approval — you can be live in minutes.

1. Open the module.

   Configuration → Modules → Website Widget.

2. Customize appearance.

   Choose the primary color, position (bottom-right/bottom-left), launcher icon, greeting message and the fields you collect (name, email, phone).

3. Copy the embed code.

   The widget screen shows a single <script> snippet containing your unique API key. Paste it just before </body> on your website.

4. Secure it (recommended).

   Add your domain(s) to the allowed-domains list so the widget only works on your site. Manage/rotate API keys anytime.

WhatsApp

Two-way messaging on the customer's favorite channel — with templates, voice notes and broadcasts.

1. Request the integration.

   Configuration → Modules → WhatsApp → request with your WhatsApp Business number. Our team reviews and activates it.

2. Prepare templates.

   For messages outside the 24-hour window WhatsApp requires pre-approved templates. Create them under Broadcast → WhatsApp Broadcast → Templates. They go through Meta review.

3. Go live.

   Once active, all WhatsApp messages appear in your Conversations inbox. The AI auto-replies within the 24-hour window using free-form messages, and uses templates outside it.

• Voice messages are transcribed automatically so the AI and agents can read and reply.
• Statuses show pending, sent, delivered and read (when available).
• Failed sends are retried automatically with smart backoff.

Facebook Messenger

Connect your Facebook Page so Messenger chats land in your inbox.

1. Have ready: a Meta Developer App with the Messenger product and a Facebook Page you administer.
2. Request activation under Configuration → Modules → Facebook Messenger with your Page access token.
3. Our team registers the webhook and connects your Page. Messages then flow both ways with quick-reply support.

Instagram

Handle Instagram Direct Messages from the same inbox using your Instagram Professional account.

1. Have ready: an Instagram Professional (Business/Creator) account linked to your Facebook Page.
2. Request activation under Configuration → Modules → Instagram.
3. We wire up the shared Meta webhook — Instagram DMs and comment-driven conversations start arriving in your inbox.

Telegram

Connect a Telegram bot so customers can chat with you on Telegram.

1. Create a bot with @BotFather in Telegram and copy its token.
2. Request activation under Configuration → Modules → Telegram and paste the bot token.
3. Our team registers the webhook and your bot starts answering 24/7.

SMS

Reach customers who prefer text. SMS templates, broadcasts and delivery tracking are included. SMS sending is powered by a provider (Twilio/Plivo) configured by the Tuxon team.

• Request SMS under Configuration → Modules → SMS.
• Create reusable SMS templates with {{variable}} placeholders — the screen previews rendered messages and estimates cost/segments in real time.
• Send one-off texts or full campaigns from the Broadcast area.

Email

Send HTML email campaigns with open and click tracking.

1. Request email access under Configuration → Modules → Email with your sender name and verified sender email.
2. Create templates in the Email area — rich HTML bodies, subject lines and variables, categorized (Marketing, Transactional…).
3. Run campaigns with delivery, open and click analytics.

9. AI & Knowledge Base

Your AI is only as good as the knowledge and instructions you give it. This section covers training it well.

What is RAG?

Tuxon uses Retrieval-Augmented Generation: when a customer asks a question, the system first finds the most relevant pieces of your knowledge base (semantic search over embeddings), then uses GPT-4 to craft an accurate reply from that context. That means answers stay grounded in your content.

Building your knowledge base

In the knowledge/AI area you can:

• Upload files: PDF, TXT, CSV or Markdown.
• Add FAQs: question/answer pairs.
• Import from your website via web scraping.
• Add manual entries one by one.
• Edit, delete or retrain any chunk.

AI Personality (how your AI talks)

Under Configuration → AI Personality:

AI Assistant (content generation)

Throughout the app you'll find AI helpers that write for you — company descriptions, services, policies (refund/warranty/cancellation), product descriptions and tone recommendations. Click the AI button on any supported field to generate a draft, then edit and save.

Auto-close chats

Under Configuration → Auto-Close Chats you control how inactive conversations are wrapped up automatically:

AI-closed conversations are flagged for review so nothing important slips through.

AI Consultant

The Consultant is your proactive business analyst. It studies your data and shows prioritized tips across Growth, Operations, Strategy, Customer Experience, Revenue and Engagement — for example "Your response time is 45 min; enable AI auto-reply", or "3 customers asked about pricing today; add it to your greeting". You can chat with it to ask questions about your business and get implementation guidance. Mark tips as done or dismiss them.

10. Broadcast Campaigns

Reach many customers at once with WhatsApp, SMS or Email campaigns — built on your contacts and templates.

Where to go

Each channel has its own broadcast area under Sidebar → Broadcast: WhatsApp Broadcast, SMS Broadcast and Email Broadcast, each with Dashboard, Templates, New Campaign and History.

Creating a campaign

1. Pick your audience. Filter contacts by type (NEW / REGULAR / VIP), tags, language and last-contact date. The screen shows the audience size (and cost estimate).
2. Write your message. Use a template or let the AI draft one from your goal. For WhatsApp, the system smartly uses free-form messages inside the 24-hour window and an approved template outside it.
3. Review & schedule. Check the preview with real variables, then send now or schedule. Messages are sent in controlled batches to respect rate limits.
4. Track results. Follow sent / delivered / read / opened / clicked / failed counts and delivery status per recipient on the campaign dashboard and history.

11. Analytics

Every module ships its own analytics dashboard so you always know what's working.

Dashboards use interactive charts (line, bar, pie, area) with KPI trend cards, filters and custom date ranges. You can click through charts for deeper breakdowns.

12. Company & Branding

Your company profile powers the AI's business context and appears in the widget.

Company Info

Configuration → Company Info:

13. Theme Settings

Under Configuration → Theme Settings you can restyle your account to match your brand:

• Colors: pick a primary and secondary color, or choose from preset themes with a live preview.
• Fonts: choose from popular Google Fonts (Inter, Roboto, Poppins…).
• Widget skin: light/dark mode and mobile-friendly by default.

Changes apply consistently across the admin panel and the customer widget.

14. Website Popup (Exit Intent)

Capture visitors who are about to leave your website with a timely offer.

1. Enable the module under Configuration → Modules → Website Popup.
2. Write the popup — title, subtitle and when it triggers (leaving the page, back button, mouse leaving the viewport) plus any delay.
3. Add offer cards with product/service name, description, price or discount, image and link.

Track impressions and clicks in the Website Popup dashboard to see what converts.

15. Team & Permissions

Roles

Users

Under Security → Users invite teammates by email, set their role, display name and agent availability, languages spoken, and notes. Remove or change members anytime.

Groups (advanced permissions)

For finer control, use Security → Groups. A group defines which resources (chats, contacts, appointments, tickets, knowledge, settings, billing…) a member can access and which actions (create, read, update, delete, manage) they can perform. Assign members to groups and they inherit those permissions.

Agent availability

Each agent can set Online / Offline / Busy / Away. Availability syncs in real time so conversations are handled by people who are actually available.

16. Billing & Credits

Tuxon is simple: a low monthly base fee with an included usage credit, plus pay-as-you-go for extra usage. Find everything under Sidebar → Billing & Credits.

How pricing works

Dual balance

• Regular balance: credits you purchase — never expires.
• Usage allocation: the monthly included credit — expires at the end of the cycle.
• Usage is deducted from the allocation first, then from your regular balance.

Common tasks

• Add credits: Billing & Credits → Add Credits.
• Manage modules: enable or disable paid modules and see their fees under Manage Modules.
• Track usage: see AI tokens, messages and costs by service, and your balance history, under Dashboard and Usage.
• Low-balance alerts: you'll get email warnings when your balance drops below the thresholds so service is never interrupted unexpectedly.

17. Security & Account

Two-Factor Authentication (2FA)

Protect your account with an authenticator app. Go to Security → Two-Factor Authentication (or your Profile):

1. Start setup — a QR code and 8 one-time backup codes are shown.
2. Scan the QR code with Google Authenticator, Authy or 1Password.
3. Enter the 6-digit code to confirm, and save your backup codes somewhere safe (they're shown only once).

From then on you'll enter a code from your app when logging in. If you lose your phone, use a backup code.

Google sign-in

You can log in with Google instead of a password. If the email already exists in your account, Google sign-in links to the same account — you can then use either method.

Profile

Sidebar → Profile shows your name, email, role, project, and 2FA status. Manage your avatar and personal details here.

API keys & the widget

The website widget authenticates with unique API keys, and you can restrict which domains may load the widget. Rotate or revoke keys from the Widget module if they are ever exposed.

18. Mobile App

Take your support team anywhere. The Tuxon mobile app (iOS & Android) mirrors the web dashboard with real-time chat, appointments, orders, tickets and contacts.

Notifications

The app uses push notifications for new messages, assigned conversations, appointment reminders and order updates. Tapping a notification opens the relevant conversation — even if the app is closed.

19. FAQ & Troubleshooting