# Open.cx Docs

> Documentation for OpenCX, an AI-powered omnichannel customer support platform. Build AI agents for chat, phone, email, WhatsApp, and SMS with knowledge bases, actions, and human handoff.

## Get Started

### Get Started

- [OpenCX Documentation](https://docs.open.cx/welcome.md): AI-powered customer support - chat, phone, email, WhatsApp, SMS, and web.
- [Quickstart](https://docs.open.cx/quickstart.md): Get a live OpenCX AI agent on your site in under 10 minutes — sign up, train it on a knowledge source, embed the chat widget, and watch Autopilot answer.
- [Plan your rollout](https://docs.open.cx/plan-your-rollout.md): Pick the goal, the channels, and the order to roll out OpenCX — by the outcome you care about and the role you play on the team.
- [How OpenCX Works](https://docs.open.cx/how-opencx-works.md): The mental model behind OpenCX — channels ingest, AI answers from your knowledge, Autopilot gates replies, Actions do real work, Handoff routes the rest.
- [Architecture overview](https://docs.open.cx/architecture-overview.md): How data flows through OpenCX — channels in, AI inference, knowledge base, helpdesk handoff out, and what your team controls along the way.
- [Core Concepts](https://docs.open.cx/core-concepts.md): The OpenCX vocabulary — session, ticket, contact, autopilot, handoff, action, training scenario, insight, channel — defined in one place.
- [Changelog](https://docs.open.cx/changelog.md): Learn about the latest updates to the Open platform

## Build Agents

### Overview

- [Build Agents get started](https://docs.open.cx/build-agents/get-started.md): Pick the channel your customers reach you on and build an AI agent for it — widget, phone, WhatsApp, email, or SMS.

### AI Chat Widget

- [Widget overview](https://docs.open.cx/widget/introduction.md): Add AI chat to your website, recognize returning visitors, hand conversations to your team, and customize the experience for your brand.
- [Playground](https://docs.open.cx/widget/playground.md): Tweak widget options in a live form and copy the generated code. No install required.
- [Widget troubleshooting](https://docs.open.cx/widget/troubleshooting.md): Fix common AI Chat Widget issues such as a missing embed, repeated identity prompts, missing history, and custom component failures.

#### Setup Channel

- [Install Widget](https://docs.open.cx/widget/install-widget.md): Launch the AI Chat Widget on your website with HTML, the default React package, or a headless build.
- [Mobile Support](https://docs.open.cx/widget/native-mobile.md): Add OpenCX AI chat to your iOS, Android, or React Native app with a WebView support screen.
- [Widget configuration](https://docs.open.cx/widget/configuration.md): Customize the AI Chat Widget for your brand, launch behavior, visitor flow, prompts, session rules, and advanced website use cases.
- [Authentication](https://docs.open.cx/widget/authentication.md): Choose how the AI Chat Widget should recognize visitors, protect conversation history, and support signed-in customers.
- [Conversation Sessions](https://docs.open.cx/widget/conversation-sessions.md): Understand how the AI Chat Widget handles conversation history, returning visitors, handoff, resolution, and session continuity.
- [Configuration reference](https://docs.open.cx/widget/configuration-reference.md): Every option you can pass to the AI Chat Widget — token, branding, identity, chat behavior, context, AI action request data, and custom mode components.

#### Components

- [Widget overview](https://docs.open.cx/widget/custom-components.md): Decide when to replace plain text widget replies with custom UI, and choose the right path for React or headless implementations.
- [React Components](https://docs.open.cx/widget/custom-components-react.md): Render AI action results with custom React components in the default AI Chat Widget.
- [Headless](https://docs.open.cx/widget/custom-components-headless.md): Build custom widget rendering with the headless packages when you need your own UI, routing, or storage model.

### AI X (Twitter) Support

- [Connect X (Twitter)](https://docs.open.cx/twitter/connect-twitter.md): Bring your own X developer app, paste its credentials into OpenCX, and answer direct messages and public mentions with AI.

### AI WhatsApp Support

- [Whatsapp overview](https://docs.open.cx/whatsapp/introduction.md): Overview of the AI WhatsApp channel — receive messages on your business number, reply with Autopilot, send templates, and escalate to human agents.
- [Whatsapp troubleshooting](https://docs.open.cx/whatsapp/troubleshooting.md): Fix common WhatsApp channel issues — missing replies, delivery failures, webhook problems, session-state issues, and template rejections.

#### Setup Channel

- [Create WhatsApp Agent](https://docs.open.cx/whatsapp/connect-whatsapp.md): Go live with AI WhatsApp — connect your business account, register a number, subscribe webhooks, and enable the AI.
- [WhatsApp Flow](https://docs.open.cx/whatsapp/messaging-rules.md): How inbound WhatsApp messages are matched to sessions — delivery path, reply format, interactive messages, and cross-session memory.
- [Messaging Rules](https://docs.open.cx/whatsapp/whatsapp-rules.md): WhatsApp platform rules — the 24-hour reply window, template messages, and CSAT for WhatsApp conversations.

### AI SMS Support

- [Sms overview](https://docs.open.cx/sms/introduction.md): Overview of the AI SMS channel — receive texts on a verified number, reply with Autopilot, escalate to human agents, and integrate with Zendesk, HubSpot, and more.
- [Sms troubleshooting](https://docs.open.cx/sms/troubleshooting.md): Fix common SMS channel issues — missing replies, undelivered texts, number verification errors, and carrier blocking.

#### Setup Channel

- [Connect SMS](https://docs.open.cx/sms/connect-sms.md): Go live with AI SMS — verify a phone number, enable the SMS channel, handle 10DLC registration for US numbers, and confirm your first AI reply over text.
- [SMS Flow](https://docs.open.cx/sms/message-routing.md): How inbound texts are matched to sessions — delivery path, session continuity by phone number, and outbound plain-text format.
- [US Number Compliance](https://docs.open.cx/sms/compliance.md): 10DLC and toll-free registration requirements for US phone numbers — what to prepare, how to register, and what happens without it.

### AI Phone Support

- [Phone overview](https://docs.open.cx/phone/introduction.md): Overview of the AI phone channel — voice agents answer calls, make outbound calls, transfer to humans, and integrate with your carrier via SIP.

#### Setup Channel

- [Create Phone Agent](https://docs.open.cx/phone/create-agent.md): Set up an AI voice agent — choose a voice, write instructions, assign a phone number, and make your first test call.
- [Agent Configuration](https://docs.open.cx/phone/agent-config.md): Configure your AI phone agent — voice, language, instructions, flow builder, knowledge sources, actions, transfer destinations, and telephony routing.
- [Inbound Calls](https://docs.open.cx/phone/inbound-calls.md): How inbound calls are routed to AI phone agents — call flow, session matching, silence detection, call endings, and recording.
- [Outbound Calls](https://docs.open.cx/phone/outbound-calls.md): Make AI-powered outbound calls from the dashboard, via API, or through automated workflows.
- [SIP Integration](https://docs.open.cx/phone/sip-integration.md): Bring your own carrier to OpenCX — configure inbound and outbound SIP trunks, route calls to agents, and set up SIP-based call transfers.

### AI Email Support

- [Email overview](https://docs.open.cx/email/introduction.md): Overview of the AI email channel — forwarding setup, shared inbox, Autopilot replies, human handoff, and third-party integrations with Zendesk, HubSpot, and more.
- [Email troubleshooting](https://docs.open.cx/email/troubleshooting.md): Fix common email channel issues — connection test failures, missing AI replies, and unwanted auto-replies.

#### Setup Channel

- [Sending Domains & DNS](https://docs.open.cx/email/sending-domains.md): Verify the domain OpenCX sends email from — the exact DNS records to add, how verification works, and why a dedicated subdomain protects your main-domain reputation.
- [Connect Email](https://docs.open.cx/email/forwarding.md): Go live with AI email — verify your domain, register your support address, configure forwarding at your mail host, and pass the connection test.
- [Email Flow](https://docs.open.cx/email/forwarding-rules.md): How forwarded mail is matched to sessions — session tokens, new-thread vs reply logic, and outbound formatting.

### AI Actions

- [AI Actions](https://docs.open.cx/actions/introduction.md): Let the AI do real work in your systems mid-conversation — look up orders, file tickets, update accounts, trigger workflows — instead of only replying with text.
- [Build An Action](https://docs.open.cx/actions/build-an-action.md): Create an HTTP action in the OpenCX dashboard — name, endpoint, parameters, headers, test, and enable on a channel.
- [OpenAPI Import](https://docs.open.cx/actions/openapi-import.md): Generate OpenCX actions from an OpenAPI spec — upload from the dashboard or sync automatically from CI when the spec changes.
- [MCP Servers](https://docs.open.cx/actions/mcp-servers.md): Connect an external MCP server so its tools become AI actions — OAuth or header auth, per-tool opt-out, and a preset gallery for Slack, HubSpot, Notion, and more.
- [Authentication](https://docs.open.cx/actions/authentication.md): Secure action calls — store org-wide secrets as global variables or named secrets, pass per-user tokens from the widget, and rely on context headers OpenCX attaches automatically.
- [Execution](https://docs.open.cx/actions/execution.md): How an action call runs end to end — when the AI picks a tool, what reaches your API, the 60-second timeout, and how failures get back to the AI.
- [Actions troubleshooting](https://docs.open.cx/actions/troubleshooting.md): Fix common AI Actions failures — OpenAPI import errors, 401s that pass in Test, production calls that never land, and AI skipping an action.

### Resources

- [Manage Contacts](https://docs.open.cx/contacts/manage-contacts.md): Learn how to manage your contacts and enrich them with our +200 million users database
- [Guaranteed Message Delivery](https://docs.open.cx/resources/guaranteed-delivery.md): Our Guaranteed Delivery system makes sure your messages always reach customers - even if they've gone offline or switched devices.
- [Increase Automation](https://docs.open.cx/resources/increase-automation.md): Read the impact report, find where the AI gets stuck, and prioritize the next fix — more knowledge, a new action, or a topic routed to humans.
- [Collect Customer Satisfaction](https://docs.open.cx/resources/csat.md): Send a CSAT survey after a conversation resolves, capture the 1–5 rating and comment, and see the trend in your reports.

## Connect

### Connect

- [Connect overview](https://docs.open.cx/connect/introduction.md): In-app chat between buyers, sellers, and couriers — with an AI in every conversation that answers, translates, and calls in your team when needed.
- [Connect quickstart](https://docs.open.cx/connect/quickstart.md): Ship customer–merchant–courier chat in your app in about fifteen minutes: create a thread per order, add the courier, drop in the UI, let order status drive the rest.

### Concepts

- [Connect threads and lanes](https://docs.open.cx/connect/threads.md): How a Connect thread models one order: participant roles, pairwise lanes with per-role visibility, an order-driven lifecycle, identity privacy, and retention.
- [Connect AI Supervisor](https://docs.open.cx/connect/ai-supervisor.md): The AI participant in every Connect thread: answers order questions instantly, translates live, nudges silent parties, masks unsafe content, and escalates to your inbox.

### Reference

- [Connect webhooks and events](https://docs.open.cx/connect/webhooks.md): Every Connect event streamed to your backend — thread lifecycle, messages with translations, participant changes, Supervisor interventions and escalations.

- [Integrations (113 pages)](https://docs.open.cx/_llms/integrations.md): Documentation for Integrations.

## MCP

### Overview

- [MCP overview](https://docs.open.cx/mcp/introduction.md): Connect AI coding tools to your OpenCX account — manage sessions, train your agent, trigger workflows, and review analytics through natural language.
- [Mcp get started](https://docs.open.cx/mcp/install.md): Add the OpenCX MCP server to Claude Desktop, Cursor, VS Code, Windsurf, or Claude Code — from API key to first query in minutes.

### Client Guides

- [Cursor](https://docs.open.cx/mcp/clients/cursor.md): Set up and use the OpenCX MCP server in Cursor — project vs global config, agent mode, and debugging.
- [Visual Studio Code](https://docs.open.cx/mcp/clients/vscode.md): Set up and use the OpenCX MCP server in Visual Studio Code with GitHub Copilot and mcp.json.
- [Windsurf](https://docs.open.cx/mcp/clients/windsurf.md): Set up and use the OpenCX MCP server in Windsurf — MCP settings and JSON configuration.
- [Zed](https://docs.open.cx/mcp/clients/zed.md): Set up and use the OpenCX MCP server in Zed — context_servers in settings and the Agent panel.

#### Claude

- [Claude Desktop](https://docs.open.cx/mcp/clients/claude-desktop.md): Set up and use the OpenCX MCP server in Claude Desktop — config file locations, restart behavior, and multi-server setup.
- [Claude Code](https://docs.open.cx/mcp/clients/claude-code.md): Set up and use the OpenCX MCP server in Claude Code — CLI commands, environment variables, scope, and automation.

### Reference

- [Prompt Library](https://docs.open.cx/mcp/prompts.md): Copy any prompt below and paste it into your AI client. Each one maps to one or more OpenCX MCP tools automatically — no special syntax needed.
- [Tools Reference](https://docs.open.cx/mcp/tools.md): Complete reference of every tool the OpenCX MCP server exposes, organized by domain.
- [Workflows](https://docs.open.cx/mcp/use-cases.md): Realistic multi-step workflows you can run from Claude Desktop, Cursor, or VS Code using the OpenCX MCP server.
- [Mcp troubleshooting](https://docs.open.cx/mcp/troubleshooting.md): Fix common MCP server issues — startup failures, missing tools, authentication errors, and empty responses.

## Agent Training

### Agent Knowledge

- [Agent Knowledge](https://docs.open.cx/knowledge/introduction.md): Three ways to teach your AI — write instructions directly, author a Help Center, or sync content from the tools you already use.
- [Connect a knowledge source](https://docs.open.cx/knowledge/sources/overview.md): Pick the source system where your content already lives and connect it — OpenCX keeps your AI in sync on a schedule.

#### AI Instructions

- [AI Instructions](https://docs.open.cx/ai-instructions/overview.md): Write the rules your AI follows and the answers it gives — a system prompt plus versioned training scenarios, all edited in one dashboard.
- [Training scenarios](https://docs.open.cx/ai-instructions/training-scenarios.md): Write behavioral rules and question-specific answers the AI honors, with draft, publish, versioning, and channel or segment targeting.

#### Help Center

- [Help Center](https://docs.open.cx/help-center/overview.md): Author a customer-facing knowledge base inside OpenCX — articles train the AI and ship to your public help site at the same time.
- [Articles](https://docs.open.cx/help-center/articles.md): Write, version, publish, and AI-generate help center articles that ship to your public site and train the AI at the same time.
- [Categories](https://docs.open.cx/help-center/categories.md): Group articles into categories your customers browse and your team can bulk-edit.
- [Translations](https://docs.open.cx/help-center/translations.md): Translate your Help Center into every language you support with AI — manual edits are protected from re-translation.
- [Content rules](https://docs.open.cx/help-center/content-validation.md): Write quality rules in plain language — OpenCX checks every article on save or publish and can block publish when a must-rule fails.

### Main Knowledge Sources

#### Website

- [Website](https://docs.open.cx/knowledge/sources/website/overview.md): The Website source crawls a domain you control and ingests its pages into the AI's training index.
- [Connect a website](https://docs.open.cx/knowledge/sources/website/connect.md): | Field | Default | What it does | |-------|---------|--------------| | URL | — | Starting URL.
- [Website troubleshooting](https://docs.open.cx/knowledge/sources/website/troubleshooting.md): Start at the datasource row in Data Sources: it shows current status, last crawl timestamps, and an error message if the latest crawl failed.

#### Zendesk

- [Zendesk](https://docs.open.cx/knowledge/sources/zendesk/overview.md): The Zendesk source pulls your Help Center articles into the AI's training index.
- [Connect Zendesk](https://docs.open.cx/knowledge/sources/zendesk/connect.md): Paste your Zendesk subdomain, admin email, and API token — OpenCX pulls your Help Center articles.
- [Zendesk troubleshooting](https://docs.open.cx/knowledge/sources/zendesk/troubleshooting.md): Start at the Zendesk source row in Data Sources. If the latest sync failed, the error message appears there. For incremental issues (missing articles, wrong visibility), check AI Instructions —…

#### Intercom

- [Intercom](https://docs.open.cx/knowledge/sources/intercom/overview.md): The Intercom source syncs your customer segments into the AI's training index. The AI uses segment context to understand how your contacts are grouped and what language to use when answering a…
- [Connect Intercom](https://docs.open.cx/knowledge/sources/intercom/connect.md): | Field | Example | Where to get it | |-------|---------|-----------------| | Access token | dG9rOjVj… | Intercom Developer Hub → your app → Access Token.
- [Intercom troubleshooting](https://docs.open.cx/knowledge/sources/intercom/troubleshooting.md): Start at the Intercom source row in Data Sources. If the latest sync errored, the message appears there. For "sync succeeded but I don't see anything", work through the scenarios below.

#### Front

- [Front](https://docs.open.cx/knowledge/sources/front/overview.md): Sync Front Help Center articles into the AI training index, with per-Help-Center scoping.
- [Connect Front](https://docs.open.cx/knowledge/sources/front/connect.md): | Field | Default | Notes | |-------|---------|-------| | Start date | One year ago | Earliest article activity to include.
- [Front troubleshooting](https://docs.open.cx/knowledge/sources/front/troubleshooting.md): Start at the Front source row in Data Sources. If you changed your Help Center selection recently, remember the new selection only applies to future syncs — existing indexed content from deselected…

#### Confluence

- [Confluence](https://docs.open.cx/knowledge/sources/confluence/overview.md): The Confluence source pulls pages from your Atlassian Cloud Confluence instance into the AI's training index.
- [Connect Confluence](https://docs.open.cx/knowledge/sources/confluence/connect.md): Paste your Atlassian domain, email, and API token — OpenCX pulls Confluence pages.
- [Confluence troubleshooting](https://docs.open.cx/knowledge/sources/confluence/troubleshooting.md): Start at the Confluence source row in Data Sources. Recent sync errors show there; for "sync completed but pages are missing", open AI Instructions and filter by Confluence.

#### Notion

- [Notion](https://docs.open.cx/knowledge/sources/notion/overview.md): The Notion source syncs the pages and blocks you grant access to in your Notion workspace.
- [Connect Notion](https://docs.open.cx/knowledge/sources/notion/connect.md): Approve. You're redirected back to the OpenCX dashboard with the connection active.
- [Notion troubleshooting](https://docs.open.cx/knowledge/sources/notion/troubleshooting.md): Notion scope is set at OAuth authorization time, not at the OpenCX source. Most "missing content" issues trace back to the Notion integration's selected pages, not to OpenCX.

#### Shopify

- [Shopify](https://docs.open.cx/knowledge/sources/shopify/overview.md): Sync Shopify pages, blog articles, and product descriptions into the AI training index.
- [Connect Shopify](https://docs.open.cx/knowledge/sources/shopify/connect.md): Create a Shopify custom app, authorize via OAuth, and pick which streams to sync.
- [Shopify troubleshooting](https://docs.open.cx/knowledge/sources/shopify/troubleshooting.md): Start at the Shopify source row in Data Sources. OAuth errors appear there; for "stream missing" or visibility issues, open AI Instructions and filter by Shopify.

#### GitBook

- [GitBook](https://docs.open.cx/knowledge/sources/gitbook/overview.md): The GitBook source syncs the content stream (plus workspace metadata like users, organizations, and org members for context) from one GitBook space.
- [Connect GitBook](https://docs.open.cx/knowledge/sources/gitbook/connect.md): | Field | Example | Where to get it | |-------|---------|-----------------| | Space ID | abc123xyz | Open the space in GitBook — the ID is in the URL after /space/ or findable via the GitBook API.
- [Gitbook troubleshooting](https://docs.open.cx/knowledge/sources/gitbook/troubleshooting.md): | Symptom | Likely cause | Fix | |---------|-------------|-----| | Sync fails with unauthorized | Access token is invalid, expired, or lacks read access to…

#### Freshdesk

- [Freshdesk](https://docs.open.cx/knowledge/sources/freshdesk/overview.md): The Freshdesk source pulls Solution articles from your Freshdesk account into the AI's training index.
- [Connect Freshdesk](https://docs.open.cx/knowledge/sources/freshdesk/connect.md): Paste your Freshdesk domain, API key, and rate limit — OpenCX pulls Solution articles.
- [Freshdesk troubleshooting](https://docs.open.cx/knowledge/sources/freshdesk/troubleshooting.md): | Symptom | Likely cause | Fix | |---------|-------------|-----| | Sync fails with 429 / rate limit exceeded | Multiple tools are calling the same Freshdesk…

#### HubSpot Knowledge Base

- [HubSpot Knowledge Base](https://docs.open.cx/knowledge/sources/hubspot-kb/overview.md): The HubSpot Knowledge Base source pulls your published help articles into the AI's training index so answers cite your existing HubSpot content.
- [Connect HubSpot Knowledge Base](https://docs.open.cx/knowledge/sources/hubspot-kb/connect.md): Create a HubSpot Private App access token, paste it into Data Sources, and OpenCX pulls your published Knowledge Base articles.
- [HubSpot Knowledge Base troubleshooting](https://docs.open.cx/knowledge/sources/hubspot-kb/troubleshooting.md): Start at the HubSpot Knowledge Base source row in Data Sources. Recent sync errors show there; for "sync completed but articles are missing", open AI Instructions and filter by HubSpot Knowledge Base.

### Additional Knowledge Sources

#### Google Docs

- [Google Docs](https://docs.open.cx/knowledge/additional-sources/google-docs/overview.md): Sync individual Google Docs or an entire shared drive folder into the AI's training index so answers cite your internal documents.

#### Google Sheets

- [Google Sheets](https://docs.open.cx/knowledge/additional-sources/google-sheets/overview.md): Sync rows from Google Sheets into the AI's training index so answers can reference structured reference tables, FAQs, or product data.

#### GitHub

- [GitHub](https://docs.open.cx/knowledge/additional-sources/github/overview.md): Sync Markdown files, wiki pages, and READMEs from a GitHub repository into the AI's training index so answers reference your engineering docs.

#### Slack

- [Slack](https://docs.open.cx/knowledge/additional-sources/slack/overview.md): Sync pinned messages, canvases, or channel archives into the AI's training index so answers draw on institutional knowledge captured in Slack.

#### Airtable

- [Airtable](https://docs.open.cx/knowledge/additional-sources/airtable/overview.md): Sync records from an Airtable base into the AI's training index so answers reference your structured product or support data.

#### Coda

- [Coda](https://docs.open.cx/knowledge/additional-sources/coda/overview.md): Sync Coda docs and tables into the AI's training index so answers draw on your team's internal runbooks and reference material.

#### OneDrive

- [OneDrive](https://docs.open.cx/knowledge/additional-sources/onedrive/overview.md): Sync files from a OneDrive folder into the AI's training index so answers reference your shared Word docs, PDFs, and spreadsheets.

#### SharePoint

- [SharePoint](https://docs.open.cx/knowledge/additional-sources/sharepoint/overview.md): Sync pages and documents from a SharePoint site into the AI's training index so answers draw on your intranet content.

#### Asana

- [Asana](https://docs.open.cx/knowledge/additional-sources/asana/overview.md): Sync project descriptions, task details, and team wikis from Asana into the AI's training index.

#### Monday.com

- [Monday.com](https://docs.open.cx/knowledge/additional-sources/monday-com/overview.md): Sync board items and item updates from Monday.com into the AI's training index so answers reference your team's ongoing work.

#### MongoDB

- [MongoDB](https://docs.open.cx/knowledge/additional-sources/mongodb/overview.md): Sync documents from a MongoDB collection into the AI's training index so answers reference your structured content store.

#### Snowflake

- [Snowflake](https://docs.open.cx/knowledge/additional-sources/snowflake/overview.md): Sync tables or views from Snowflake into the AI's training index so answers reference your data warehouse content (reference data, FAQs, SOPs).

#### BigQuery

- [BigQuery](https://docs.open.cx/knowledge/additional-sources/bigquery/overview.md): Sync tables or views from BigQuery into the AI's training index so answers reference your data warehouse content.

#### CSV/Excel

- [CSV / Excel](https://docs.open.cx/knowledge/additional-sources/csv-excel/overview.md): Upload CSV or Excel files for the AI to read as reference tables, FAQs, or structured product data.

#### REST API

- [REST API](https://docs.open.cx/knowledge/additional-sources/rest-api/overview.md): Configure a REST endpoint that OpenCX polls for content to ingest — useful when your content lives in a custom internal system.

## AI Safety

- [AI Safety & Control](https://docs.open.cx/safety/introduction.md): We understand that using AI for customer interactions needs to be safe and reliable.
- [Real-Time AI Monitoring](https://docs.open.cx/safety/inspect-mode.md): Real-time monitoring lets you watch AI conversations as they happen. Think of it as looking over the AI's shoulder while it works.
- [Understanding AI Decisions](https://docs.open.cx/safety/debug-mode.md): Debug mode shows you the thinking behind AI responses - what information it used, why it made certain choices, and how it formed its answers.
- [PII Redaction](https://docs.open.cx/safety/pii-redaction.md): Our PII (Personally Identifiable Information) redaction system automatically removes sensitive data from conversations to protect privacy and ensure compliance.
- [AI Context Rules](https://docs.open.cx/safety/ai-context.md): Contacts and sessions can carry custom data — plan type, preferred language, order IDs, and more.
- [Human Handoff](https://docs.open.cx/handoff/introduction.md): Human handoff transfers a live conversation from the AI to a human agent. It happens automatically when the AI decides it cannot resolve the issue, or when the customer explicitly asks for a human.
- [Handoff Settings](https://docs.open.cx/handoff/settings.md): This page is a complete reference for every option on the Settings → Handoff page in your dashboard.
- [Handoff Topics](https://docs.open.cx/handoff/topics.md): Tell the AI which topics to never handle — refunds, legal, safety — and have every matching conversation routed straight to a human agent.
- [Data retention policy](https://docs.open.cx/security/data-retention.md): How long OpenCX keeps each category of data, what triggers disposal, and how a deletion request cascades to backups, derivatives, and sub-processors.
- [Single sign-on (SSO)](https://docs.open.cx/security/sso/overview.md): Let your team sign in to OpenCX through your identity provider — Okta, Microsoft Entra ID, Google Workspace, or any SAML 2.0 / OIDC IdP — with self-serve setup, just-in-time provisioning, and SCIM 2.0 directory sync.
- [Security Policy](https://docs.open.cx/security/bug-bounty.md): At Open.cx, we consider the security of our systems a top priority. But no matter how much effort we put into system security, there can still be vulnerabilities present.

- [API Reference (191 pages)](https://docs.open.cx/_llms/api-reference.md): Documentation for API Reference.

## Partners

### Partner Program

- [Partner Platform](https://docs.open.cx/partners/introduction.md): Distribute AI-powered customer support to your merchants, tenants, or customers at scale.
- [Quickstart](https://docs.open.cx/partners/quickstart.md): Create your first partner-managed OpenCX org via the Partner API in under 5 minutes — provision a key, create an org, and send a test message.
- [Integration Guide](https://docs.open.cx/partners/integration-guide.md): End-to-end guide to provisioning a fully trained, live AI support agent for your customers.
- [Partner Admin Console](https://docs.open.cx/partners/admin-console.md): A single dashboard page that lists every customer org connected to your partner account, with health indicators and one-click access to manage any of them.
- [Partner Analytics](https://docs.open.cx/partners/analytics.md): Report across every customer org connected to your partner account — ask Companion for a cross-org dashboard, or query the partner-scoped analytics views directly.
- [API Reference](https://docs.open.cx/partners/api-reference.md): All Partner API requests require a Bearer token in the Authorization header. Partner API keys are provisioned by the OpenCX team — they are separate from org-level API keys.
- [Branding](https://docs.open.cx/partners/branding.md): When your customers log into the OpenCX dashboard through an org you created, they see your brand instead of OpenCX's default branding.

## Other

- [Delete all actions](https://docs.open.cx/api-reference/actions/delete-all-actions.md): Delete all actions. Use when programmatically managing the AI actions (tools) your agents can call, typically as part of a deploy or environment sync.
- [Import from openapi file](https://docs.open.cx/api-reference/actions/import-from-openapi-file.md): Import AI actions in bulk by uploading an OpenAPI spec. Use when syncing a large set of tools from an external API catalogue or a deploy pipeline.
- [Email Support](https://docs.open.cx/api-reference/email/new.md): Open can handle support mail that you forward into the platform: conversations appear in the Open inbox, autopilot or agents can reply, and outbound mail is…
- [Unsubscribe Contacts](https://docs.open.cx/api-reference/email/unsubscribe_api.md): Your contacts must be able to unsubscribe/opt out of receiving marketing emails.
- [Directly Unsubscribe a Contact](https://docs.open.cx/api-reference/email/unsubscribe_directly_api.md): Mark a contact as unsubscribed from outbound email. Use when enforcing an opt-out from an external unsubscribe workflow or suppression-list sync.
- [Get an Unsubscribe Link](https://docs.open.cx/api-reference/email/unsubscribe_url_api.md): Create a link that your contact can click to unsubscribe. This link will redirect your contact to Open.
- [Add user](https://docs.open.cx/api-reference/groups/add_user.md): Add user. Use when maintaining group membership and scoping from an external directory.
- [Create](https://docs.open.cx/api-reference/groups/create.md): Create. Use when maintaining group membership and scoping from an external directory.
- [Delete](https://docs.open.cx/api-reference/groups/delete.md): Delete. Use when maintaining group membership and scoping from an external directory.
- [Get](https://docs.open.cx/api-reference/groups/get.md): Get. Use when maintaining group membership and scoping from an external directory.
- [Get all](https://docs.open.cx/api-reference/groups/get_all.md): Get all. Use when maintaining group membership and scoping from an external directory.
- [Groups](https://docs.open.cx/api-reference/groups/index.md): The Groups API allows you to programmatically manage user groups within your organization.
- [Remove user](https://docs.open.cx/api-reference/groups/remove_user.md): Remove user. Use when maintaining group membership and scoping from an external directory.
- [Update](https://docs.open.cx/api-reference/groups/update.md): Update. Use when maintaining group membership and scoping from an external directory.
- [Search](https://docs.open.cx/api-reference/search/index.md): Query OpenCX for chat sessions, contacts, and training content from one endpoint. Use when building a custom search surface over organisation-wide data.
- [SIP Integration](https://docs.open.cx/api-reference/sip/index.md): SIP trunk provisioning is currently managed from the OpenCX dashboard, not the public API.
- [Get users in team](https://docs.open.cx/api-reference/teams/get_users.md): Get users in team — Retrieve all users in a specific team, including their availability and chat capacity for routing.
- [Generate scenario](https://docs.open.cx/api-reference/training/generate_scenario.md): Generate scenario. Use when pushing training scenarios or knowledge into the AI training index from an external pipeline.
- [List all trainings](https://docs.open.cx/api-reference/training/get_all.md): List all trainings — List all training scenarios for your organization. Use when pushing training scenarios or knowledge into the AI training index from an external pipeline.
- [Help](https://docs.open.cx/archive/help/coming-soon.md): In-app support and live chat with the OpenCX team — coming soon.
- [AUTHORING](https://docs.open.cx/AUTHORING.md)
- [CRM Integrations](https://docs.open.cx/crms/introduction.md): When your AI agent hands off a conversation to a human agent, Open.cx automatically displays comprehensive customer information from your CRM system directly in your support inbox.
- [Customizing the Copilot](https://docs.open.cx/dashboard/custom_state.md): 1. Access the Directory: Users should navigate to the directory where the integration functions need to be stored. In this case, the directory path is: llm-server/integrations/trello.py 2. Create a…
- [Thanks for having the demo with us](https://docs.open.cx/dashboard/onboarding/intro.md): Welcome to Open.cx! We're excited to help you get started. Follow these simple steps to kick off your onboarding process.
- [Pricing](https://docs.open.cx/dashboard/onboarding/pricing.md): Simple, transparent pricing based on the value we deliver — base subscription plus usage-based resolution pricing, with comparison against other providers.
- [Dashboard overview](https://docs.open.cx/dashboard/overview.md): Landing tour of the OpenCX dashboard — where agents, inbox, knowledge, analytics, and organisation settings live, and how the top-level navigation is wired up.
- [Features](https://docs.open.cx/features.md): | Platform | Features | |----------|----------| | Zendesk | Full ticket management, macros, agent handoff, native integration | | Intercom | Inbox integration…
- [Inbox](https://docs.open.cx/inbox/intro.md): The Inbox is a centralized place to view, manage, and take action on your customer support conversations across all your channels (email, chat, phone, etc.).
- [Local test playbook](https://docs.open.cx/integrations/zendesk/local_test_playbook.md)
- [AI Phone Agent](https://docs.open.cx/phone/ai-phone-agent.md): The AI Phone Agent is designed to enhance your organization's customer service by:
- [Human Agent](https://docs.open.cx/phone/human-phone-agent.md): The Human Phone Agent empowers your organization with a personal touch, enabling human agents to:
- [Phone introduction](https://docs.open.cx/phone/phone-calling.md): Open provides a complete and powerful AI phone calling solution that can be used to automate your customer support and customer communications.
- [Phone Support](https://docs.open.cx/phone/phone-support.md): Run AI voice support on your own phone numbers — buy a number, configure the base prompt, pick knowledge sources, and hand off to a human agent on demand.
- [2026 08 12 zendesk sunshine oauth hardening](https://docs.open.cx/superpowers/plans/2026-08-12-zendesk-sunshine-oauth-hardening.md)
- [2026 08 16 salesforce v2 two way sync](https://docs.open.cx/superpowers/plans/2026-08-16-salesforce-v2-two-way-sync.md)
- [2026 08 23 sub session workflow team assignment](https://docs.open.cx/superpowers/plans/2026-08-23-sub-session-workflow-team-assignment.md)
- [2026 08 25 voice lifecycle readiness](https://docs.open.cx/superpowers/plans/2026-08-25-voice-lifecycle-readiness.md)
- [2026 08 16 salesforce v2 two way sync design](https://docs.open.cx/superpowers/specs/2026-08-16-salesforce-v2-two-way-sync-design.md)
- [2026 08 23 sub session workflow team assignment design](https://docs.open.cx/superpowers/specs/2026-08-23-sub-session-workflow-team-assignment-design.md)
- [2026 08 25 voice lifecycle readiness design](https://docs.open.cx/superpowers/specs/2026-08-25-voice-lifecycle-readiness-design.md)

## OpenAPI Specs

- [api-json](https://api.open.cx/api-json)
- [package](/package.json)
- [pnpm-lock](/pnpm-lock.yaml)

> The links below point to documentation indexes. Follow each `/_llms/` index recursively until you reach documentation pages.

## Indexes

- [Integrations (113 pages)](https://docs.open.cx/_llms/integrations.md): Documentation for Integrations.
- [API Reference (191 pages)](https://docs.open.cx/_llms/api-reference.md): Documentation for API Reference.