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Documentation · Summary

Documentation

Guides to using Onix for owners, teams, and developers — from connecting channels to API integrations.

Quick start

  1. 1

    Sign in & create a workspace

    Sign in with Google, name your workspace, pick a time zone.

  2. 2

    Connect channels

    Scan the WhatsApp QR code, connect email, or add livechat.

  3. 3

    Invite your team & set access

    Invite members and choose their role, team, and the channels they can open.

Get started

Getting started

Sign in with Google, create a workspace, invite your team, and set up roles.

Plans & billing

Free, Pro, and Custom: quotas, monthly invoices, payments, and the grace period.

Channels

Connect WhatsApp

QR scan or pairing code, number status, history import, agent initials, WhatsApp Business labels, and safe practices.

Connect email

Gmail, Google Workspace, Yahoo, Zoho, or email hosting via IMAP + SMTP: App Passwords, folders, the Sent folder, threads, formatted replies, signatures, and sign-in problems.

Livechat

A chat widget on your website: embed code, visitor details, queue & Pick up chat, widget appearance, business hours & auto replies for every channel, and the demo page.

API channel

Connect your app or system: channel keys, sending customer messages to Onix, signed reply webhooks (PHP, Node.js, Python), retries, and error codes.

Daily work

Inbox & groups

Chat & Group tabs, channel icons, statuses & interaction numbers, the Channel filter, email conversations, the livechat queue & Pick up chat, the tabbed detail panel & notes, ticket update requests, nested categories, assignment, replying, and search.

Reply templates

Quick answers with /shortcut, variables, and attachments.

Tickets

Escalating conversations, custom ticket fields, real-time discussion with @mentions, messages & update requests from the conversation, feedback & conclusions to agents, resolve-by targets, statuses, and quotas.

Contacts

Profiles & statistics, Onix labels, custom contact/interaction/ticket fields, notes, timeline, merging, CSV import/export, and deleting contacts.

Sales & marketing

Pipeline

Leads from chat, manual entry, or Excel import: Sales team workflows & stages, kanban & table, lead details (activities, events, checklists, files, expenses), follow-ups & reminders, the client master list, data ownership, quotas, the dashboard, and reports.

Broadcast

Send WhatsApp messages to contact segments gradually: risks & a dedicated broadcast number, segments (including birthdays from custom fields), the 4-step wizard, random delays & holds, daily limits, per-recipient status, unsubscribing, reports, and the dashboard.

Knowledge & reports

Knowledge base & AI

The reading & search page, managing & editing articles, team-only articles, the widget, inserting into replies, semantic search, and AI summaries.

Report formulas

How each figure in Reports is calculated, range & time zone, data limits, and CSV export.

KPIs & SLA

Workspace & per-channel business hours, targets per workspace/team/person & per channel type (WhatsApp, email, livechat, API), how KPIs are calculated, SLA markers & warnings, per-person reports, and data downloads (Pro/Custom).

Team & integrations

Teams & data access

Frontline & Back Office teams, who sees what, admin roles, and "Can view all data".

API

Authentication, response format, rate limits, error codes, the /api/v1 endpoints (including the livechat widget & API channel), and real-time events.

OpenAPI 3.1

The full spec of every endpoint for Postman, Insomnia, or SDK generators.