Overview

Timeline

Features

Integration Path

How It Works

Use Cases

Best Practices

Connect your AI with Gorgias for seamless e-commerce support

Gorgias

Open.cx Docs

Open is an AI-powered customer support and customer communication ecosystem. It can run your entire customer support on autopilot and save more than $100K a year. Open can also help you understand your customers better and suggest the next 10 features to implement, just by analyzing your customer data.

Introduction

Add the Open widget to your website and mobile app

Render certain AI responses in unique ways

Custom Components

Open provides a complete and powerful AI phone calling solution that can be used to automate your customer support and customer communications.

Make intelligent outbound calls at scale with our AI phone agents

AI Outbound Calls

Seamlessly transition from AI to human support when needed

Human Handoff

Human Agent

Turn WhatsApp into an AI-powered support channel

Connect your WhatsApp Business number through Twilio

Setup

Enable AI-powered email support in minutes

Let your AI solve problems by calling your backend APIs

Taking Actions

Authentication

Define the topics that you do not want the AI to handle.

Autopilot Topics

Make your AI smarter with the right knowledge

Training Introduction

Connect your knowledge sources to make your AI smarter

Train via Integrations

Train your AI on the fly with simple Q&A pairs

Quick Training

Connect your AI with Zendesk for seamless handoffs and ticket management

Zendesk

Connect your AI with HubSpot for unified ticketing and chat support

HubSpot

Connect your AI with Intercom for seamless conversational support

Intercom

Connect your AI with Salesforce for comprehensive CRM and support integration

Salesforce

Give your AI Support Agent the power to solve the most recurring L2 and L3 tickets in your store.

Shopify

Create Jira tickets automatically from customer feedback and conversations

Jira Integration

Open is integrated with Zapier! You can automate multiple Open actions and triggers using zapier.com and using OpenCX app.

Zapier

How we keep your AI interactions safe, reliable, and under control

AI Safety & Control

Watch and control AI conversations as they happen

Real-Time AI Monitoring

See exactly why the AI responded the way it did

Understanding AI Decisions

Automatically protect sensitive information in conversations

PII Redaction

Define topics you don't want AI to handle

Unapproved Topics

Let your team review AI responses before they're sent

Assist Mode

Learn how to use the copilot's CI/CD actions to automate your workflow

CI/CD Actions

How to increase your AI automation

Never miss a customer response - no matter which channel they use

Guaranteed Message Delivery

Our security policy and vulnerability reporting guidelines

Security Policy

Some of the APIs in the contact APIs section allow you to create, list, and delete contacts.

Introduction to contacts

Create a contact

List contacts

Update a contact

Delete a contact

Sessions

Create a chat session

Get a chat session

List chat sessions

Update a chat session

Send a message

List chat session history


  Create an AI phone agent. This phone number can be used to receive and make phone calls. For now, this API only supports US phone numbers. Email mo@open.cx for other countries.
  

Create an AI phone agent

List AI phone agents

Update an AI phone agent

Delete an AI phone agent

Initiate an outbound call using an AI phone agent

Make an AI phone call


Send emails to multiple contacts, possibly with a time delay.

To send emails using the API, you must first verify the domain you want to
send emails from. You can add and verify custom domains in the settings.


Send emails


Add or update a custom domain for sending emails. After adding a domain, you'll need to verify it by adding the provided DNS records.


Add or update a custom domain for email sending


List all custom domains for your organization, including their verification status and DNS records.


List all custom domains


Start the verification process for a custom domain. Make sure you've added the DNS records before starting verification.


Start verification process for a custom domain


Delete a custom domain from your organization. This will prevent you from sending emails from this domain.


Delete a custom domain

Directly send a WhatsApp template to a contact

Delete all actions. This operation is safe only when you can re-import all the actions from an OpenAPI spec. Any actions created manually from the dashboard will be deleted.

Delete all actions

     
Upload your OpenAPI (previously known as Swagger) specification.
Versions 2, 3, and 3.1 are supported. Both YAML and JSON formats are supported.


Import from OpenAPI file

Create a sequence

Get a sequence

Update a sequence

Start a sequence

Cancel a sequence


Add contacts to a continuous sequence (`is_continuous` property of the sequence must be `true`).
Contacts will *not* be added to the sequence if the sequence's `filter` does not apply to the contact.

Any contacts added will automatically be added to contacts if they don't already exist.


Add contacts to a continuous sequence

Custom Training


Create a new custom training entry for your organization.
Custom trainings help the AI understand how to respond to specific questions or scenarios
that are unique to your business. Each custom training consists of a title (the question or scenario),
a body (the desired answer), and a category for organization.

Create a custom training


Update an existing custom training entry identified by its ID.
This allows you to modify the title, body, or category of a custom training
that has already been created.

Update a custom training


Delete an existing custom training entry identified by its ID.
This permanently removes the training data from your organization's configuration.

Delete a custom training


Generate a custom training scenario title based on an existing chat session.
This feature analyzes the conversation in a chat session and creates a title that
captures the core customer issue or question, which can then be used as a starting
point for creating a new custom training entry.

Generate training scenario from chat history

Customer Insights

Retrieve analyzed customer feedback and insights

Get customer insights

Retrieve detailed information about a specific insight including affected sessions

Getting started

AI Chat Widget

AI Phone Support

AI WhatsApp Support

AI SMS Support

AI Email Support

AI Actions

Training your AI

Ticketing Systems

Other Integrations

AI Safety

Resources

Security

Gorgias

Overview

Timeline

Setup Time

Zero Downtime

Features

E-commerce Support

Ticket Management

Smart Routing

Context Preservation

Integration Path

How It Works

Use Cases

Best Practices

Handoff Rules

Macro Setup

Priority Mapping

Team Routing

Getting started

AI Chat Widget

AI Phone Support

AI WhatsApp Support

AI SMS Support

AI Email Support

AI Actions

Training your AI

Ticketing Systems

Other Integrations

AI Safety

Resources

Security

​Overview

​Timeline

Setup Time

Zero Downtime

​Features

E-commerce Support

Ticket Management

Smart Routing

Context Preservation

​Integration Path

​How It Works

​Use Cases

​Best Practices

Handoff Rules

Macro Setup

Priority Mapping

Team Routing

Overview

Timeline

Features

Integration Path

How It Works

Use Cases

Best Practices