Getting Started with Domix.ai

By Abdelrahman Eldesoky

• 8 articles

What Is Domix? A Product Overview

A customer expects a useful answer even when a different teammate picks up the conversation. Domix gives your team a shared place to manage that exchange: receive messages from connected channels, see who owns the work, and retain the context needed to continue it. Start with three ideas: a channel brings in the message, a conversation holds the exchange, and an agent takes responsibility for the next action. The surrounding tools help you organize and improve that process.Follow one customer request Imagine Sarah sends “Has my order shipped?” through your connected WhatsApp channel. Her message appears in a conversation belonging to that channel’s inbox. An agent opens it, reads the available history and contact information, and responds. If another teammate needs to check something, the agent can leave an internal note explaining the question. Sarah does not receive that note. Assigning the conversation to the responsible agent or team makes the handoff clearer than leaving everyone to assume someone else is working on it. The agent checks the order in the company’s order system, sends Sarah the answer, and marks the conversation as resolved when the request is complete. Domix organizes communication; an order number in a message does not automatically give it access to shipment information. That information must be available to the team or supplied through a configured integration. Understand what each part contributes Conversations are your daily workspace for reading messages, replying, collaborating, and deciding what still needs attention. Contacts hold the recorded details about a person. A contact’s identity and a conversation’s current status answer different questions: who is this, and what is happening with this request? Agents and teams organize responsibility. A team such as “Order Support” represents a working group; an assigned agent identifies the individual handling the exchange. Labels describe topics such as “Shipping question” so the team can find and organize relevant work. Once that foundation works, workflows can carry out configured automation, and reports can help you review service performance.Aim for a small, complete first success You do not need to configure every feature before using Domix. Connect one channel, give a test agent access, send a message as a customer, and reply from Domix. A successful exchange in both directions is a more useful starting milestone than a long list of partially configured features. Administrators can continue with “Set Up Your Account for the First Time.” If you are joining an existing workspace as an agent, read “A Support Agent’s First-Day Guide.” Use “Core Concepts” whenever you need to clarify the relationship between an account, channel, inbox, and conversation.

Last updated on Sep 22, 2026

Set Up Your Account for the First Time

Your first setup should produce a specific result: a named agent can receive a real message and reply from the correct account. This guide puts the preparation in order; the channel and team articles cover the detailed setup tasks. You will need administrator access, the identity of the workspace you are preparing, and someone to test the customer experience. For an external channel, arrange access to its administration settings or involve the person who manages it.Establish the account and language Check the selected account before changing anything, especially if you work across several businesses or workspaces. Channels and agent settings belong to the account you are currently using. Looking in the wrong account can make an existing channel appear to be missing. Open Settings → Account Settings and review the account name and default language. Choose a name your team will recognize, such as “Store Customer Support.” The account’s default language and your personal interface language are separate settings. If your interface stays in its previous language after an account change, check your profile’s language preference rather than repeatedly changing the account default. Choose a starting channel and an owner Choose a channel you can test today. Website chat is a useful first example if you have a site and can install its widget code. WhatsApp, email, and other channels require the connection details or authorization appropriate to that channel. Start the inbox setup under Settings → Channels. Give the Channel a meaningful name, such as “Website — Support,” rather than “Channel 1.” Agents will use that name to recognize where a conversation came from when several channels are connected. Add your test agent to the account and make them a member of the relevant Channel. An account user and an Channel member are separate parts of setup. Follow “Connect Your First Channel and Receive a Conversation” and “Invite Your Team and Prepare Your Workspace” for the corresponding procedures.Decide how the first messages will be handled Agree who will watch for new conversations and who will cover their absence. For the initial test, you can assign the conversation manually. This lets you confirm receipt and replies before adding automatic assignment rules that introduce another part to diagnose. Review the agent’s profile and notification preferences for the alert method they intend to use. A missing notification is not enough to conclude that a message never arrived; check the conversation list as well.Verify both sides of the exchange Send a short message from the customer side, open it as the test agent, and send a reply. Confirm that the customer sees the reply. Add a test internal note and verify that it stays out of the customer’s view, then resolve the conversation after the test is complete. If the administrator sees the conversation but the agent does not, check the selected account, inbox membership, and conversation filters. If neither sees it, investigate the channel connection first. Once this exchange works, you have a sound basis for adding more agents and channels.

Last updated on Sep 22, 2026

Navigate the Domix Dashboard

The quickest way to learn the Domix interface is to connect each area to a question. You do not need to memorize the sidebar, you need to know where to go when you want to answer a customer, find their details, or change a setting.Where do I work on customer messages? Start in Conversations. The list shows conversations matching the selected view or filters; opening one gives you its message history and controls. Available views can include all conversations, mentions, unattended conversations, and views organized by team, channel, or label. These are different ways to find work, not necessarily separate copies of a conversation. Changing a conversation’s team, status, or labels may remove it from the current view because it no longer matches. Before treating it as missing, broaden the filters or use another view available to your role. Inside a conversation, focus on the message history, the composer, and the conversation or contact details. Read the history for context, check whether the composer is sending a reply or adding an internal note, and review ownership and customer information. In particular, check the composer mode again after leaving a note for a colleague. ادخل صورة هنا: Annotate the conversation screen to identify the sidebar, conversation list, message history, reply composer, and details panel.Where should I look for a notification? You may see a sidebar section named My Inbox for notifications and related items requiring your attention. This is different from Settings → Inboxes, where administrators manage connected channels, their members, and their configuration. To answer a customer, open the associated conversation. To change a website channel’s settings or give an agent access to a channel, go to the inbox settings. Similar names do not mean these screens serve the same purpose.Where can I look up a customer? Use Contacts when your task is to find a person or inspect their recorded details. For an active request, starting from the conversation usually keeps the messages, status, and assignee together in one context. For example, checking the email stored on a customer record is a contact task. Reviewing what they asked this morning and sending an update is a conversation task. Making that distinction avoids unnecessary movement between screens.Where do I manage the workspace? Use Settings for agents, teams, inboxes, and other account configuration available to your role. Use Reports to review service performance, Workflows to configure automation, and the help center to manage help content when those features are enabled. If an area is absent, check the selected account, your role’s permissions, and the account’s enabled features. An agent not seeing an administrator’s menu does not by itself indicate a broken interface.Try a short orientation exercise Open a test conversation and identify its inbox and assignee. Inspect the contact details, return to the conversation list, and change one filter to see how the results change. Finally, open your profile to review language and notification preferences. This covers the daily path through the product without requiring a tour of every setting.

Last updated on Sep 26, 2026

Core Concepts: Accounts, Channels, Inboxes, and Conversations

“Add the agent to the account, add them to the inbox, and assign the conversation.” These are three different relationships: workspace membership, access to a communication inbox, and responsibility for one customer request. Understanding the difference helps with setup and troubleshooting, especially when an agent can sign in but cannot see the conversation you expected them to handle.From workspace to message An account is the workspace holding the business’s settings, agents, connected channels, and data. A user may have access to several accounts, so the selected account matters before any work begins. A channel is the communication medium, such as website chat, WhatsApp, or email. It determines how messages are exchanged and what is required to connect the external service. An inbox is where you manage a particular connection inside Domix, including its members and configuration. You might have “WhatsApp — Sales” and “Website — Support.” The channel type describes the medium; the inbox name identifies the connection your team works with. A conversation contains an exchange with a customer in an inbox. It has messages, a status, assignment information, and other organizational details. Receiving a message or changing its status does not change the account or the channel type. ادخل صورة هنا: Draw one account containing a WhatsApp inbox and a website inbox, with a sample conversation below each. Label both the channel type and the inbox name.Where do contacts and teams fit? A contact represents a person and their recorded details, such as a name, email address, or phone number when available. A contact is different from a conversation: a person can have several conversations over time. Do not assume identical names across two channels automatically merge their records; check the actual identity before relying on the displayed history. A team groups agents around an area of work, such as Sales or Support. An agent is an individual user who handles conversations within their permissions. Team assignment identifies the working group; agent assignment identifies the individual owner.Your questionWhat to inspectWhich business workspace am I using?Selected accountWhere did this message arrive?Inbox and channel typeWho is the customer?Contact recordWhat did they ask, and what is its current state?Conversation history and statusWho should follow up?Assigned team and agentPut the relationships together The “Example Store” account has a Website inbox named “Website — Support.” Omar sends a question about exchanging a product. His message belongs to a conversation in that inbox. Omar is the contact, After-Sales Support is the responsible team, and Mona is the assigned agent. Adding Mona to After-Sales Support does not, on its own, complete her access setup for the website inbox. Similarly, adding Omar as a contact does not automatically create an exchange request or send him a message. Each relationship serves a separate purpose. When diagnosing a problem, identify the level involved: sign-in and account membership, inbox access, conversation filters, or assignment. This gives you a clearer path than changing every setting at once.

Last updated on Sep 26, 2026

Connect Your First Channel and Receive a Conversation

This tutorial connects website chat to Domix and verifies it with a complete customer-to-agent exchange. We use the Website channel so you can test both sides directly. If your first channel is WhatsApp or email, see the final section: their connection requirements differ from website widget installation. Before starting, make sure you can manage inboxes and publish code on a test site or page. Have an existing account agent ready to help. A test page is a useful place to verify the connection before exposing it to every visitor.1. Create the website inbox Open Settings → Inboxes → Add Inbox and select Website. Enter an internal name such as “Website — Customer Support,” then the website URL. The inbox name helps agents recognize incoming work; the greeting text is part of what visitors see. Review the appearance and welcome fields shown in the form. Use a clear greeting such as “How can we help?” and a description that matches the service you provide. Avoid promising an immediate response unless your team can deliver one. Save to continue to agent selection. ادخل صورة هنا: Show the Website creation form with the inbox name, website URL, and welcome fields highlighted and filled with sample values.2. Give the test agent inbox access Select your test agent in the add-agents step and continue. This configures inbox membership; inviting someone to the account is a separate action. If the agent is missing from the list, first confirm that they belong to the selected account.3. Install the widget code The setup completion screen provides the chat widget’s embed code. Copy the supplied snippet into the appropriate place in your website, using your site’s publishing process. If a developer manages the site, give them the snippet and identify the page you want to test. Save or publish the website change, then open that page in a private browser window as a visitor. Creating an inbox inside Domix does not install anything on the site by itself. The page you visit must actually load the embed code. ادخل صورة هنا: Show the embed-code screen alongside a test website with the installed chat widget visible. Exclude secrets and real customer information.4. Test a complete exchange From the visitor window, send “This is a website channel test.” In the agent’s session, open Conversations and look in the new website inbox. Open the message and send a recognizable reply, such as “Your test message arrived successfully.” Return to the visitor window and confirm the reply appears. A created inbox or a visible widget proves only part of the setup. Receiving a customer message and delivering an agent reply is the success criterion. You can then try internal notes, assignment, and resolving the test conversation.Diagnose the point where the test stops The widget is missing: check that the embed code was published on the correct page. Ask the site developer to inspect browser loading errors or blocked requests. The widget appears, but the agent sees no message: check the account, inbox, agent membership, and conversation filters. An administrator can help determine whether this is an access problem or a connection problem. The message arrives, but the visitor sees no reply: confirm you sent a public reply rather than an internal note, and that you are checking the same visitor window and conversation.Starting with a different channel? Select that channel’s type in the inbox creation wizard and follow its fields. Some channels require provider sign-in and authorization; others require connection details or access tokens. Website embed code does not connect WhatsApp or email. Once connected, apply the same acceptance test: an incoming message from the external channel followed by a reply delivered back to it from Domix.

Last updated on Sep 26, 2026

Invite Your Team and Prepare Your Workspace

Inviting colleagues is the beginning of team setup. To work effectively, each person also needs an appropriate role, access to the inboxes they will use, and an agreed way to take ownership of conversations. Consider a small team: Mona handles customer support, Ali handles sales, and Salma manages the system. Mona and Ali do not need administrator roles simply to answer messages. They might belong to separate teams while sharing one inbox, or use different inboxes, depending on how the business operates.Choose roles before sending invitations Open Settings → Agents and add an agent. Enter their name and email address, then choose a role. The standard options include Administrator and Agent. Configured custom roles may also appear when available for your account. Use Administrator for people responsible for administration and Agent for people handling customer service within agent permissions. If you select a custom role, review its actual permissions. A title such as “Supervisor” does not by itself explain what the role allows. Add each colleague using the correct email address and ask them to complete sign-in or invitation acceptance as appropriate. Seeing their name in the agent list does not prove they have successfully accessed the workspace. ادخل صورة هنا: Show the add-agent dialog with the name, email, and role fields, using fictional people and example email addresses.Give teams a clear purpose Under Settings → Teams, create a team when a group has a defined responsibility, such as Sales or Order Support. Add a description explaining which requests belong there, then select the members. A useful description defines the boundary of the work: “Handles questions before purchase” is more helpful than “Our excellent sales team.” Clear boundaries help agents route requests correctly and reduce avoidable handoffs. If the team form exposes an automatic assignment option, configure it according to your routing plan. Membership alone is not a guarantee that every incoming message will be assigned to a team member. Assignment also depends on the inbox and routing configuration you use.Review inbox membership separately Open the relevant inbox in Settings and review its agents. Add the people who will work on that channel, then test using their accounts. Creating a Support team and adding Mona to it does not replace this check. If an agent cannot see a conversation, inspect inbox membership, the selected account, and filters before changing their role to Administrator. Broader permissions can obscure an access configuration issue rather than resolve the intended setup.Agree what a handoff means In this example, Mona discovers that a request belongs to Sales. She leaves an internal note summarizing the customer’s request and what has already been done, then assigns the appropriate team or agent according to your process. Mentioning a colleague in a note is not the same action as assigning the conversation to them. Write down a short operating agreement: who watches unassigned conversations, when should an agent hand work over, and who covers an absent owner? Invitations do not automatically answer these questions. Before launch, ask one agent to open a test conversation, reply, add a note, and transfer responsibility to a colleague. This checks permissions, inbox access, and the handoff process together.

Last updated on Sep 26, 2026

A Support Agent’s First-Day Guide

This guide follows your first customer conversation in Domix. It assumes an administrator has added you to the account and the inbox you will use. If you cannot see your working channel, ask them to check membership before handling live requests. Your first-day rule is simple: read the context, check who will see what you write, and leave the next action and its owner clear.Start your shift with the right view Confirm the selected account, then review your profile name, language, notification preferences, and appropriate availability status. If you use browser notifications, check browser permission as well. Alerts help you notice work; the conversation list is still where you review it. Open Conversations and choose a view appropriate to your responsibilities, such as assigned conversations or your team’s inbox. Check the filters before concluding that nothing is waiting. You may be looking at a different status or channel.A customer writes: “I paid but received no confirmation” Read the message, earlier replies, and relevant internal notes before composing an answer. Review the available customer details and avoid requesting information they already supplied. Check the current assignee so you do not start a parallel response without coordinating. If the request belongs to you, make sure ownership follows your team’s assignment process. Send a reply that acknowledges the problem and explains what you need to verify. For example: “I’ll check the order confirmation. Could you share the order number if it isn’t in your earlier message?” Use the business information available to you for verification, and avoid promising an action you have not confirmed you can perform. ادخل صورة هنا: Show a training conversation before the first reply, highlighting message history, current assignee, and customer details without real payment information.Bring in a colleague without confusing the customer Switch the composer to Private Note and write a useful summary, such as “Customer reports payment completed; order status needs checking before we confirm receipt.” Mention the appropriate colleague if available, but do not assume that a mention changes conversation ownership. Before addressing the customer again, switch back to Reply. An internal note stays within the team; a public reply is sent to the customer. Recheck the mode, text, and attachments whenever you move between the two. If another team needs to take over, leave a summary explaining the reason and what the customer is waiting for, then make the required assignment. A handoff with no context forces the next person to repeat questions the customer has already answered. ادخل صورة هنا: Compare Reply and Private Note in the conversation composer, clearly showing who can see each type of message.Decide what remains before leaving When the request is complete and you have communicated the result, mark the conversation Resolved. Sending a first reply is not a reason to resolve it if work remains. Your workspace may use Open, Pending, and Snoozed as part of its follow-up process. Follow your team’s definitions and make sure someone owns the return to the request. When snoozing, review the displayed return time or condition before confirming. At the end of your shift, review conversations that still require action. Leave a summary and a next step for each unfinished request, then hand it over through the agreed coverage process. A colleague should be able to continue where you stopped without asking the customer to explain the problem again.

Last updated on Sep 26, 2026

An Administrator’s Launch Guide

Domix is ready for launch when the team can receive a request, identify its owner, reply, and follow it through to completion. The number of connected channels is not enough to establish readiness. Use this guide before bringing the whole team on board or directing customers to a new channel. Begin with one channel, a small group of agents, and a common request type. This makes access, assignment, and delivery issues easier to isolate before you expand the operation.Make four operating decisions Who owns new work? Name the person or group watching unassigned conversations. If you use automatic assignment, review the actual settings and eligible agents, then test the result. Creating a team is not evidence that routing is complete. What counts as finished? Agree when a request should be marked Resolved and how to track work awaiting a customer or another department. If one agent resolves after the first reply while another leaves completed work open, both handoffs and reporting become harder to interpret. Who covers an absent owner? Decide what happens at shift end or when an agent is unavailable. Agents should know when to transfer ownership and what to include in an internal summary, instead of assuming another person will notice the request. What will be automated initially? Start with scenarios whose outcomes you can explain and verify. Review enabled rules, workflows, and automatic resolution settings, particularly where more than one mechanism can change an assignee or status. Confirm the intended behavior before introducing overlapping automation.Run acceptance checks as an ordinary agent An administrator’s successful test does not establish that an agent has the right access. Use an actual agent account and a separate customer session, and record the outcome of each check:CheckEvidence of successCustomer sends a channel messageIt arrives in the intended account and inboxResponsible agent opens itThey can read the context and work within their permissionsAgent sends a replyThe customer receives it on the same channelAgent adds an internal noteThe team can see it; the customer cannotRequest is handed to a colleagueThe new ownership is visible and the summary supports continuationCompleted request is resolvedIts status matches the team’s agreed process ادخل صورة هنا: Show a completed test conversation with its inbox, assignee, customer exchange, internal note, and final status. Use fictional data. If a check fails, record where the journey stopped: channel receipt, agent access, reply delivery, or assignment. Fix that cause and repeat the affected check rather than changing several unrelated settings at once.Review the experience on both sides Read welcome text and automated messages as a customer would. Do they promise a service the team can actually provide? Review inbox membership and roles from an agent’s perspective. Can they reach their work without unnecessary administrative access? Prepare a small set of recurring answers or help articles the team will genuinely use. If articles remain drafts, review and publish the approved ones before relying on their public links in customer replies. Being visible in the administration interface does not make an article public.Expand after reviewing the first sample During the initial trial, inspect a sample of conversations. Did requests remain without an owner? Did incomplete handoffs cause repeated questions? Were unfinished requests marked Resolved? Use these findings to improve the working process before adding more channels or automation scenarios. Once the team uses ownership and statuses consistently, reports become more useful for understanding performance. Keep a short list of problems, corrective actions, and owners, then expand when the core exchange works reliably on both sides.

Last updated on Sep 26, 2026