# Auxx.ai — Full Product Reference

> Auxx.ai is an open-source AI-powered CRM and customer support platform for Shopify businesses. It combines a shared inbox, workflow automation engine, and AI-generated responses to help e-commerce teams automate support at scale.

## Overview

Auxx.ai helps Shopify store owners and e-commerce teams automate customer support. Instead of manually answering repetitive questions about orders, tracking, returns, and refunds, Auxx.ai uses AI to draft responses with real-time Shopify order data and can fully automate common workflows.

The platform is open source under the AGPL-3.0 license. Teams can self-host with Docker or use the managed cloud version. It supports multiple AI providers (OpenAI, Anthropic Claude, Google Gemini, Groq, DeepSeek, Ollama, Qwen, Kimi) so users are not locked to a single vendor.

## Core Features

### Shared Inbox
- Unified inbox for Gmail, Outlook, SMS, live chat, Facebook Messenger, and Instagram DMs
- AI-powered message suggestions and auto-replies
- Real-time notifications and team collaboration
- Conversation threading and history

### AI-Powered Responses
- Automatic response generation using the connected AI model
- Context-aware replies that pull Shopify order data (tracking, status, customer history)
- Human-in-the-loop approval workflows before AI responses are sent
- Knowledge base integration for consistent, accurate answers
- Supports 8+ AI providers: OpenAI GPT-4, Anthropic Claude, Google Gemini, Groq, DeepSeek, Ollama, Qwen, Kimi

### Workflow Automation
- Visual drag-and-drop workflow builder
- Triggers: new ticket, status change, keyword match, time-based, Shopify events
- Actions: send reply, assign agent, update ticket, trigger Shopify action, HTTP request
- Conditions and branching logic
- Human approval steps
- Workflow templates for common scenarios (WISMO, returns, refunds)

### CRM (Customer Relationship Management)
- Unified customer profiles with order history, conversation history, and custom fields
- Custom entities and relationships for flexible data modeling
- Automated follow-ups and reminders
- Pipeline and deal tracking
- Contact importing and deduplication

### Ticketing System
- AI triage: automatic priority assignment and categorization
- Smart routing to the right team member
- SLA tracking and escalation rules
- Bulk actions for high-volume periods
- Custom views and filters (mail views)
- Ticket merging and linking

### Knowledge Base
- Self-service article editor
- AI-generated article suggestions from resolved tickets
- SEO-optimized public knowledge base
- Internal knowledge base for agents
- Article versioning and categories

### Live Chat
- Embeddable chat widget for any website
- AI-powered suggestions for agents
- Proactive chat triggers based on visitor behavior
- Chat-to-ticket conversion
- Customizable widget appearance

### Integrations
- **Shopify**: Real-time order data, customer history, inventory, returns, refunds
- **Email**: Gmail API and Outlook/Microsoft Graph integration
- **Social**: Facebook Messenger, Instagram DMs
- **Phone**: OpenPhone integration
- **Payments**: Stripe for billing
- **Notifications**: Real-time via Pusher
- **Storage**: AWS S3 for file storage
- **Custom**: REST API and webhooks for custom integrations

### Datasets
- Structured data collections for custom use cases
- Import/export capabilities
- Search and filtering
- Custom field types

### Custom Entities
- Define custom data types beyond contacts and tickets
- Custom fields (text, number, date, select, multi-select, etc.)
- Relationships between entities
- Display field configuration
- Record importing

### Files Management
- Centralized file storage
- Folder organization
- Attachment handling in tickets and conversations
- S3-backed storage

### Tasks
- Task creation and assignment
- Filtering and views
- Integration with tickets and workflows

## Target Audience

### Shopify Store Owners
- Solo operators handling 1-50 orders/day who need to automate repetitive support
- Growing stores (50-500+ orders/day) scaling support without hiring
- Stores dealing with high WISMO (Where Is My Order) ticket volume
- Businesses wanting to turn support interactions into revenue opportunities

### Customer Support Teams
- Teams of 2-20 agents managing multi-channel support
- Departments looking to reduce response times and improve CSAT
- Teams transitioning from email-only to omnichannel support

### Small Businesses
- Lean teams that need CRM + helpdesk + automation in one tool
- Businesses currently using spreadsheets or basic email for customer management
- Companies looking for an open-source alternative to expensive SaaS tools

### Manufacturing
- Teams managing parts requests and warranty claims
- Dealer communication coordination
- Technical support workflows

## Competitive Positioning

Auxx.ai is positioned as an open-source alternative to:

| Competitor | What Auxx.ai does differently |
|------------|------------------------------|
| Gorgias | Open source, multi-LLM support, includes workflow automation, not just Shopify-focused helpdesk |
| Zendesk | Open source, built specifically for e-commerce/Shopify, includes CRM and workflow builder |
| Front | Open source, AI-native rather than bolt-on, includes Shopify integration and workflow automation |
| Freshdesk | Open source, native Shopify integration, multi-LLM support, visual workflow builder |
| Tidio | Full CRM + ticketing + workflows vs just chat, open source, self-hostable |
| n8n | Purpose-built for customer support vs general automation, includes inbox/CRM/ticketing |
| Attio | Includes helpdesk and automation, built for e-commerce, open source |

## Pricing

- **Free tier**: Available for getting started
- **Paid plans**: Scale with support volume
- **14-day free trial**: No credit card required
- **Self-hosted**: Free forever with AGPL-3.0 license
- Visit https://auxx.ai/pricing for current plan details

## Getting Started

### Cloud (Managed)
1. Sign up at https://auxx.ai (no credit card required)
2. Connect your Gmail or Outlook inbox
3. Connect your Shopify store
4. Configure AI provider and workflow automations
5. Start handling tickets with AI assistance

### Self-Hosted (Docker)
```bash
bash <(curl -sL https://raw.githubusercontent.com/Auxx-Ai/auxx-ai/main/docker/scripts/install.sh)
```
- Automatic dependency checking
- Secret generation
- Port conflict handling
- Opens browser when ready

### Prerequisites (Self-Hosted)
- Node.js 22+
- pnpm 10.17+
- PostgreSQL database
- Redis

## Technical Architecture

- **Framework**: Next.js 16.1 with React Server Components and App Router
- **API Layer**: tRPC v11 with React Query for type-safe API calls
- **Database**: PostgreSQL with Drizzle ORM, pgvector for embeddings
- **Authentication**: Better-auth v1.3 (Google, GitHub, Email/Password, Passkey, 2FA)
- **Frontend**: TailwindCSS v4, shadcn component library, Zustand for state
- **Job Processing**: BullMQ with Redis for background jobs
- **Caching**: Redis
- **Build System**: Turborepo monorepo with pnpm workspaces
- **Infrastructure**: AWS (SST), Docker, Railway
- **License**: AGPL-3.0

## Links

- **Website**: https://auxx.ai
- **Documentation**: https://docs.auxx.ai
- **GitHub Repository**: https://github.com/Auxx-Ai/auxx-ai
- **Blog**: https://auxx.ai/blog
- **Pricing**: https://auxx.ai/pricing
- **Twitter/X**: https://x.com/auxxaiapp
- **LinkedIn**: https://www.linkedin.com/company/auxx-ai
- **Support Email**: support@auxx.ai
- **Sales Email**: sales@auxx.ai

## Documentation

Full documentation is available at https://docs.auxx.ai covering:
- Getting started guides
- User guides for all features
- Integration setup (Gmail, Outlook, Shopify, Facebook, Instagram)
- AI configuration and workflow building
- Developer documentation and API reference
- Self-hosting guides (Docker Compose)
- Troubleshooting