Frequently Asked Questions

Vellix Assist is an AI-powered Chrome extension designed specifically for customer support teams using Gorgias. It enhances response quality by providing intelligent text suggestions, grammar correction, and tone optimization while maintaining complete agent control over every customer interaction.

Unlike traditional AI writing assistants that can send responses automatically, Vellix Assist focuses on "assist-first" functionality - agents always review, edit, and approve every suggestion before use.

Vellix Assist integrates directly into your Gorgias workflow:

1. Installation: Add the Chrome extension and connect your Gorgias account
2. AI Enhancement: When composing responses, click the Vellix Assist button
3. Smart Suggestions: AI analyzes context and provides improved response options
4. Visual Review: See exactly what changed with our diff highlighting
5. Agent Control: Accept, reject, or modify suggestions as needed

The AI learns from your ticket history to provide increasingly relevant suggestions over time.

Installation takes less than 2 minutes:

1. Workspace Setup: Visit vellixapp.com/oauth-setup.html and connect your Gorgias account via OAuth
2. API Configuration: Provide your OpenAI API key (we never store it)
3. Extension Installation: Install from the Chrome Web Store
4. Start Using: The extension will automatically appear in Gorgias composer

For new team members, they only need to complete step 3 - the workspace setup is done once per team.

Yes! Vellix Assist is designed to integrate seamlessly with your existing Gorgias workflow. It:

• Works alongside your current tools and integrations
• Doesn't interfere with existing automations or rules
• Maintains compatibility with all Gorgias features
• Respects your current permission and access levels

You can start using Vellix Assist immediately without any changes to your current setup.

Vellix Assist offers three transparent pricing plans to fit your team's needs:

• Core - $19/month per workspace: Spell & Suggest with visual diff, Accept & Replace, bring your own OpenAI or Anthropic key, no per-message fees, basic usage logging, and email support.
• Pro - $79/month per workspace: Everything in Core, plus Vellix Metrics dashboard, real-time quality alerts, CSV export, advanced usage tracking, and priority email support.
• Advanced - $199/month per workspace: Everything in Pro, plus macro awareness & integration, custom AI prompts, advanced tone rules, team coaching insights, and dedicated support.

Yes, Vellix Assist requires you to provide your own OpenAI API key. This approach offers several advantages:

• Data Privacy: Your API key never leaves your browser
• Cost Control: You manage your own OpenAI billing and limits
• Security: No third-party access to your AI usage
• Flexibility: Choose your preferred OpenAI model and settings

You can get an OpenAI API key at platform.openai.com. Start with a small credit balance to test the service.

Vellix Assist works with all major OpenAI models, including:

• GPT-4: Most capable model for complex customer service scenarios
• GPT-4o-mini: Cost-effective balance of performance and price
• GPT-3.5-turbo: Fast and economical for simpler interactions

You can switch between models anytime and Vellix Assist will use your selected model for all suggestions. We recommend starting with GPT-4o-mini for most customer support use cases.

Yes, data security and privacy are fundamental to Vellix Assist's design:

• Your API Key: Never stored on our servers - remains in your browser
• Direct Processing: AI requests go directly from your browser to OpenAI
• OAuth Security: Secure authentication with Gorgias using industry standards
• Encryption: All data transmission uses HTTPS/TLS encryption
• No Data Storage: We don't store your customer data or conversation history

For detailed information, please see our Privacy Policy.

No, absolutely not. Vellix Assist is designed with an "assist-first" philosophy that prioritizes agent control:

• Human Oversight Required: Every AI suggestion must be reviewed by a human agent
• No Auto-Send: The extension cannot send responses without explicit agent approval
• Full Transparency: Agents see exactly what changes the AI suggests
• Quality Control: Maintains the human touch that customers value

This approach eliminates the risks associated with automated responses while maximizing the benefits of AI assistance.

Vellix Assist collects minimal data necessary for functionality:

• Usage Analytics: Anonymous performance metrics (response times, feature usage)
• Technical Data: Browser version, extension version, error logs
• Account Connection: Basic Gorgias account information for OAuth

We do NOT collect:

• Your OpenAI API key or usage details
• Customer conversation content or ticket data
• Personal information beyond what's needed for the service

All data collection is transparent and detailed in our Privacy Policy.

Vellix Assist has minimal system requirements:

• Browser: Google Chrome (latest version recommended)
• Platform: Works on Windows, macOS, Linux
• Gorgias Account: Valid Gorgias workspace with agent access
• OpenAI Account: API key with sufficient credits
• Internet: Stable internet connection for AI processing

The extension is lightweight and doesn't significantly impact browser performance.

If the Vellix Assist button isn't visible in Gorgias, try these troubleshooting steps:

1. Check Extension: Ensure the Vellix Assist extension is enabled in Chrome
2. Refresh Page: Refresh your Gorgias tab to reload the extension
3. Check Permissions: Verify the extension has access to gorgias.com
4. Reconnect: Return to the setup page and ensure OAuth connection is active
5. Clear Cache: Clear browser cache and reload Gorgias

If the issue persists, contact our support team at hello@vellixapp.com.

To update your OpenAI API key:

1. Visit your Vellix setup page
2. Navigate to the API configuration section
3. Enter your new OpenAI API key
4. Click "Update Configuration"

The new key will be stored locally in your browser and used for all future AI suggestions. Your old key will be immediately invalidated.

Yes, you can use Vellix Assist on multiple devices, but each device requires separate setup:

• Extension: Install the Chrome extension on each device
• Configuration: Each device needs the OAuth connection and API key
• Settings: Preferences are stored locally per device

Team members can share the same workspace configuration but need their own devices set up individually.

Most teams see immediate benefits:

• Day 1: Faster response drafting with AI suggestions
• Week 1: Improved response consistency and quality
• Month 1: Measurable improvements in customer satisfaction scores

The AI learns from your team's response patterns and becomes more effective over time. Many customers report 40-60% faster response times within the first month.

You can stop using Vellix Assist anytime:

1. Disable Extension: Turn off the extension in Chrome settings
2. Revoke Access: Remove OAuth permissions in Gorgias settings
3. Data Deletion: Contact us to delete any stored account data

Uninstalling the extension immediately stops all functionality. Your Gorgias account continues to work normally without any changes.