This is the complete documentation for OpsIQ. Use it to set up the product, run support, configure AI, manage your CRM, install the widget, connect sites, build connectors, call the REST API, receive webhooks, package marketplace apps, and operate self-hosted deployments. Every feature is covered with detailed examples so you can operate OpsIQ without contacting support.
OpsIQ is a complete AI-first business operating platform. It replaces your analytics, live chat, helpdesk, CRM, SEO toolkit, integration middleware, and developer platform with a single unified admin where every tool shares the same customer context. Instead of stitching together 8-12 separate SaaS products, you install OpsIQ once and operate everything from one screen.
Every page load, click, scroll, and navigation event is captured in real time. See who is on your site right now, what pages they are viewing, how long they spend, and where they came from — all without third-party cookies.
Full history of every visitor with device, browser, operating system, country, city, referrer, UTM parameters, landing page, and identity resolution. Sessions group page views into journeys so you can see the entire path a visitor takes.
Timeline-style playback of captured visitor sessions. See exactly what users did — mouse movements, clicks, scrolls, page transitions, and form interactions. Use it to diagnose UX issues, understand drop-off points, and verify conversion flows.
A real-time stream of visitor activity as it happens. See page views, chat starts, form submissions, and intent signals updating every few seconds. Filter by country, device, or referrer to focus on specific traffic segments.
Pages ranked by visits, engagement time, bounce rate, conversions, and support activity. Identify your highest-performing content and pages that need improvement.
Country, city, and region breakdowns with maps. Device and browser distribution, traffic source analysis, search engine referrer tracking, and market penetration insights.
Track visitor intent signals — pricing page visits, repeated returns, documentation browsing patterns, and support interactions — to identify visitors who are likely to buy, churn, or need help.
Run split tests on your website directly from OpsIQ. Create variants, set traffic allocation, define conversion goals, and measure statistical significance. No external testing tool needed.
Capture client-side JavaScript errors from your website automatically. See error messages, stack traces, affected browsers, frequency counts, and which pages trigger them. Debug frontend issues without separate error monitoring.
Every tracked event — page views, custom events, chat interactions, form submissions, purchases — in a searchable, filterable log with full metadata.
Track orders, revenue, refunds, subscription renewals, and attribute conversions to traffic sources, campaigns, and visitor journeys. Revenue dashboards with period comparison and trend analysis.
High-intent visitors identified by behavior patterns. Score leads based on page visits, time on site, return frequency, support interactions, and custom signals. Feed leads directly into the CRM pipeline.
Automated crawling of your entire website to discover pages, detect broken links, find missing meta tags, check image alt text, validate canonical URLs, and map your site structure. Schedule crawls to run daily, weekly, or on demand.
Comprehensive technical analysis: page speed scores, mobile responsiveness, Core Web Vitals, SSL certificate status, redirect chains, duplicate content detection, crawl depth analysis, and structured data validation.
Evaluate every page for content quality, word count, readability score, keyword density, heading structure, internal/external link ratio, and freshness. Identify thin content, duplicate pages, and content gaps.
Semantic search across your entire site content. Ask natural language questions about your content and get AI-synthesized answers with source page references.
Monitor your search engine rankings for target keywords across Google and other engines. Track position changes over time, compare against competitors, and see which pages rank for which terms.
Discover keyword opportunities based on your content, competitor analysis, and search volume data. Get suggestions for new content topics, long-tail variations, and content optimization targets.
Monitor your inbound link profile. See which sites link to you, track new and lost links, analyze anchor text distribution, and identify link-building opportunities.
For businesses with physical locations: visualize your local search visibility across a geographic grid. See how your rankings vary by location, distance from your business, and search intent.
Connect your Google Business Profile to OpsIQ. Sync reviews, posts, Q&A, photos, and business information. Manage your GBP listing from inside OpsIQ. Respond to reviews, publish posts, and monitor insights.
Automated SEO and analytics reports generated on your schedule (daily, weekly, monthly). Reports include ranking changes, traffic trends, technical issues found, and content performance. White-label output available for agencies.
AI answers customer questions on your website 24/7 using your knowledge base, connected platform data (orders, accounts, subscriptions), and custom training prompts. Supports multiple AI providers: Claude (Anthropic), GPT-4o (OpenAI), Gemini (Google), and Grok (xAI).
An AI copilot inside your admin panel that helps you write ticket replies, draft customer communications, analyze support trends, look up customer data across connected platforms, and execute actions through the connector system.
The AI is grounded in your knowledge base articles, FAQ entries, product documentation, and connected platform data. It does not hallucinate — it answers from your actual business information or escalates when uncertain.
When the AI cannot resolve a question, detects frustration, or the customer asks for a human, it automatically hands off to your team with full conversation context. Configurable decline/timeout auto-revert back to AI.
Write separate instruction prompts for customer-facing AI and admin-facing AI. Control tone, boundaries, escalation rules, prohibited topics, and business-specific behavior. Per-workspace configuration supported.
Every AI conversation is logged with full request/response details, token usage, cost tracking, provider used, and model version. Review conversations to identify training gaps and improve AI accuracy.
Automated analysis of AI conversation patterns. See common questions, resolution rates, handoff frequency, customer satisfaction by topic, and areas where the AI needs better training.
Each connected site/workspace can use its own AI provider, model, temperature, token budget, and training prompts. A SaaS company can use Claude for the main product and GPT-4o for a secondary brand.
Two AI modes: Managed AI (included in your plan, no API key needed) or Bring Your Own Key (use your own OpenAI/Anthropic/Google/xAI API key for full control over model selection and costs). Both are first-class — every feature works with either mode.
Set monthly token budgets, per-conversation limits, and low-balance alerts. Track spending per provider, per workspace, and per conversation. Prevent runaway costs with hard ceilings.
Full helpdesk with departments, priorities (low/medium/high/urgent), statuses, SLA tracking, internal notes, customer replies, file attachments, and threaded conversations. No external helpdesk needed.
AI automatically triages incoming tickets by department and priority. Enable auto-reply for safe departments — the AI drafts and sends a response after a configurable delay (default: 2 minutes) so humans can intervene first.
Connect a mailbox (Gmail, IMAP, or provider-specific) to automatically create tickets from inbound emails. Replies to ticket notification emails update the ticket thread.
Embed a customer-facing ticket portal on your website. Customers can submit tickets, view their history, reply to open tickets, and check status — all branded to your design.
Merge duplicate tickets into a single thread. Merged tickets show [Merged] on the subject line. All conversation history is preserved in the surviving ticket.
After a human agent takes over a ticket, use "Return to AI" to let the AI resume auto-reply on that ticket. Useful when the human-required portion is resolved but the customer has follow-up questions the AI can handle.
AI-assisted ticket management from the inbox view. The copilot suggests replies, summarizes conversation history, recommends priority/department assignments, and can execute actions on connected platforms.
Real-time customer chat managed from a unified inbox. See all active conversations, customer identity, conversation history, and AI suggestions. Multiple agents can collaborate on a conversation.
Trigger chat messages based on visitor behavior: time on page, specific URL visited, scroll depth, return visit count, exit intent, or custom events. Example: show a help message after 60 seconds on the pricing page.
A customizable chat widget embedded on your website. Supports AI chat, live agent chat, ticket submission, knowledge base search, and visitor identity. Responsive, accessible, and brandable.
Collect customer satisfaction ratings after chat and ticket interactions. Design surveys with your own questions, rating scales, and follow-up prompts. Results feed into team performance and AI insights.
Separate AI writing assistant for composing email drafts, ticket replies, announcements, and customer communications. Uses its own prompt (not the chat brain) for professional business writing.
A single screen showing your entire CRM state: pipeline value, deal velocity, upcoming tasks, at-risk deals, agent activity, and AI recommendations. The CRM home page is your daily starting point.
Manage customer contacts with full profiles: name, email, phone, company, tags, lifecycle stage, conversation history, ticket history, purchase history, and custom fields. Link contacts to companies for B2B relationship management.
Visual Kanban-style deal board with customizable stages. Drag deals between stages, set values, assign owners, track close dates, and see pipeline value at each stage. Multiple pipelines supported.
The AI analyzes each deal and provides coaching: risk signals (gone quiet, competitor mentioned, budget concerns), next-best-action recommendations, win probability, and suggested follow-up timing.
Revenue forecasting based on pipeline data, historical close rates, and deal velocity. Reports include pipeline by stage, by owner, by source, conversion rates, average deal size, and sales cycle length.
AI-powered prospecting that identifies potential customers from your visitor data, lead signals, and connected platform activity. Suggests outreach targets, drafts initial messages, and scores lead quality.
Automated multi-step follow-up sequences: email, wait, email, check response, escalate. Define sequences for new leads, stalled deals, post-purchase check-ins, and re-engagement campaigns.
Track customer lifecycle stages (lead, prospect, customer, churned) with automated transitions. The retention agent monitors for churn signals and suggests interventions.
AI agent that continuously cleans and enriches your CRM data: deduplicates contacts, fills missing fields, validates emails, standardizes company names, and flags stale records.
Natural language CRM configuration: tell the AI what your sales process looks like and it builds your pipeline stages, custom fields, deal templates, and automation rules.
Automated audit of your CRM data quality: duplicate contacts, deals without next steps, stale pipelines, missing contact information, and data completeness scoring.
Three-level autonomy control for each CRM AI agent: Autopilot (AI acts independently), Copilot (AI suggests, human approves), and Manual (AI observes only). Set the dial per agent, per action type, and per deal value threshold.
The CRM runs four specialized AI agents: Steward (data quality), SDR (prospecting), Retention (churn prevention), and Analyst (reporting and insights). Each agent has its own Trust Dial setting.
Ready-to-use connectors for Shopify, WooCommerce, BigCommerce, Magento 2, PrestaShop, OpenCart, osCommerce, WordPress, WHMCS, Zendesk, Stripe, Amazon SES, Postmark, Resend, SendGrid, Mailgun, Gmail, IMAP, Slack, and Google Business Profile. Each connector brings platform-specific AI actions, knowledge, and data sync.
Build custom connectors for any platform — no code, AI-assisted, or full code. The builder supports REST and GraphQL APIs, OAuth authorization code flow, webhook auto-registration with Stripe and simple signature schemes, pagination (offset, page, cursor, and link-header), list/error transforms, multi-action context, and marketplace packaging.
The ConnectorBuilderAI helps you build connectors: describe what you want and it suggests actions, writes request handlers, and maps API responses. Handles authentication, pagination, and error handling automatically.
Generic in-app OAuth authorization flow that works with any connector. PKCE support, site-scoped state management, automatic token refresh. Connectors define their OAuth parameters and OpsIQ handles the flow.
Publish your connectors to the OpsIQ marketplace. Package connectors with profile.json, knowledge.json, workflow_recipes.json, and signed archives. Marketplace supports free and paid connectors with multi-source billing.
All connectors are cryptographically signed for integrity verification. Signing is checked at install time. Use the resign_all_connectors tool to re-sign after updates.
Declarative fuzzy-matching system for connector actions. Define lookup rules and OpsIQ matches user queries to platform entities using fuzzyScore and smartRank algorithms. Example: find_country("germ") matches Germany with 88.9% confidence.
Connectors declare actions with typed parameters, authentication requirements, pagination rules, and response transforms. Over 1,200 HTTP actions across all connectors, all executable through the unified ActionExecutor.
Pre-built workflow recipes that combine multiple connector actions into common business workflows. Example: "When a new order comes in on Shopify, create a ticket, update the CRM, and send a Slack notification."
Connectors declare knowledge topics that sync to the AI knowledge base. Platform-specific help articles, setup guides, and troubleshooting steps are automatically available to the AI without manual knowledge entry.
Full API for visitors, events, tickets, contacts, settings, and connector operations. API key authentication, rate limiting, and JSON request/response format. OpenAPI specification available.
Outbound webhooks for all major events: orders, invoices, subscriptions, tickets, chats, leads, user registrations, and cart abandonment. Async delivery via job queue, exponential backoff retry, SSRF protection, and auto-disable after 15 consecutive failures.
Every outbound webhook is signed with HMAC-SHA256. Verify signatures on your receiving end to ensure webhook authenticity. Stable event_id for idempotent processing.
JavaScript SDK for the tracking widget with identity resolution, custom event tracking, programmatic chat control, and page-specific configuration. Install recipes for React, Vue, Next.js, WordPress, Shopify, and static HTML.
Server-side SDKs and plugins for common frameworks. WordPress plugin, WHMCS module, and generic PHP/Node.js integration libraries.
Push custom events into OpsIQ from your backend: purchases, signups, feature usage, errors, or any business event. Events appear in the visitor timeline and feed into analytics and AI context.
Build automated workflows triggered by events: new ticket, chat started, visitor identified, deal stage changed, or custom event. Triggers execute connector actions, send webhooks, update records, or notify your team.
Visual API and webhook builder inside the admin. Configure endpoints, test requests, inspect responses, and debug integrations without leaving OpsIQ.
Three roles: Owner (full access, billing, danger zone), Full Admin (all operations except billing and danger zone), and Agent (only assigned departments, no settings access). All sensitive pages are hard-gated by role.
Owner and Full Admin-only dashboard showing resolution times, workload distribution, handle depth, channel breakdown, trend analysis, SLA compliance, CSAT by agent, reopen rates, team rollups, and busiest hours. Updated in real time.
Real-time who-is-online widget in the admin navigation. Heartbeat-based presence detection (60-second ping, 300-second extend, auto-prune after 120 days). See which admins are currently active and on which pages.
Each connected site (workspace) can have its own AI configuration, connector settings, ticket departments, branding, and operational rules. Global defaults cascade to workspaces that do not override them.
Manage multiple websites from one OpsIQ admin. Each site has its own tracking snippet, visitor data, and configuration. Switch between sites from the admin navigation.
Registry-driven email templates for all automated communications: ticket notifications, chat transcripts, welcome emails, password resets, and system alerts. Edit HTML templates with live preview, variable chips ({{customer_name}}, {{ticket_id}}), and global layout control.
Import contacts, tickets, and knowledge articles from CSV/JSON. Export visitor data, analytics reports, and CRM records. Data portability for migration between systems.
OIDC (OpenID Connect) single sign-on with full runtime: discovery, authorize, callback, JWKS signature verification, userinfo, domain allow-listing, JIT provisioning, and status guards. SAML configuration support.
Built-in DSAR (Data Subject Access Request) handling: export and delete customer data across all systems. Contact-level data erasure covering sessions, tickets, chats, CRM records, and email logs. Consent management and retention policies.
Block specific IPs or ranges from accessing your site or admin. Automatic lockout after configurable failed login attempts. Failed login log with IP, timestamp, and user agent.
HTTP Strict Transport Security, Permissions-Policy headers, and secure cookie configuration. Self-hosted deployments can add CSP headers through server configuration.
SSRF guard blocks webhooks to private/metadata IP ranges. Async delivery prevents slow endpoints from blocking your application. Auto-disable after 15 consecutive failures prevents resource waste on dead endpoints.
Strict data isolation between workspaces. Visitors, tickets, chats, CRM records, and AI conversations are scoped to their workspace. Cross-workspace data leaks are prevented at the query layer.
Support for monthly, quarterly, semi-annual, yearly, biennial, and lifetime billing cycles. Currency normalization for multi-currency gateways. FX conversion on payment receipt for accurate revenue reporting.
Built-in cron system for scheduled tasks: report generation, data cleanup, subscription renewals, AI training updates, connector syncs, and webhook retries. Health diagnostics with warning indicators.
Configure how long visitor sessions, chat transcripts, AI conversation history, and event logs are retained. Automatic cleanup of aged data to manage storage and comply with retention policies.
System health dashboard showing cron status, database connectivity, AI provider status, connector health, webhook delivery rates, and storage usage. Warnings for configuration issues and performance bottlenecks.
Track every visitor from landing to purchase. Let AI answer "Where is my order?" using live Shopify/WooCommerce/BigCommerce data. Manage support tickets with AI auto-reply. Run a deal pipeline for wholesale and B2B leads. Attribute revenue to traffic sources and campaigns. Monitor cart abandonment with recovery workflows.
Monitor trial signups and feature adoption with session replay. Track which documentation pages convert. Automate support with AI grounded in your API docs. Manage subscription revenue and expansion deals in the CRM. Connect your billing platform (Stripe, WHMCS) for real-time MRR tracking. Use the CRM lifecycle agent to detect and prevent churn.
Offer white-label analytics and support portals to clients. Track leads across multiple client sites from one admin. Use the CRM pipeline to manage prospects and project leads. Build custom connectors for client platforms using the Connector Builder. Generate branded SEO reports with Site Intelligence. Resell marketplace connectors as value-add services.
Deep WHMCS integration with 80+ AI actions for order lookup, service management, DNS, and provisioning. Auto-reply to common hosting questions using knowledge base articles. Track server status page engagement. Manage technical support tickets with AI triage. Use the billing cycle ladder for monthly through lifetime hosting plans.
Deflect 40-70% of repetitive questions with AI chat grounded in your knowledge base. Route tickets to the right department with AI triage. Track team performance with resolution times, SLA compliance, and CSAT by agent. Use the writing AI for professional reply drafting. Monitor support trends with AI insights.
Full Site Intelligence suite: crawls, technical SEO audits, content analysis, SERP rank tracking, keyword research, backlink monitoring, and local SEO grid. Google Business Profile management. Scheduled white-label reports for clients. A/B testing built into the tracking widget. Campaign attribution across all channels.
Start with just tracking and chat — free to add. Then add tickets when you get support volume. Turn on the CRM when you start selling. Connect platforms as you adopt them. OpsIQ scales from one person doing everything to a 50-person operations team with RBAC, departments, and per-agent performance tracking.
Enterprise SSO with OIDC for centralized authentication. Multi-workspace isolation for separate brands or divisions. Per-workspace AI configuration with different providers and models. Custom connector development with marketplace distribution. Audit trails, GDPR compliance tools, and data retention policies.
Full website analytics with visitor tracking, session replay, page rankings, geo intelligence, intent funnels, conversion attribution, events, A/B experiments, and JS error tracking — all privacy-friendly, all in one platform.
AI-powered customer chat with knowledge grounding, multi-provider AI support, auto-handoff to humans, proactive chat rules, conversation history, CSAT surveys, and ticket creation from chat.
Native ticket system with departments, priorities, SLA, AI triage, auto-reply with configurable delay, email ingestion, ticket embed, ticket merging, inbox copilot, and Return to AI capability.
AI-first CRM with four specialized AI agents (Steward, SDR, Retention, Analyst), Trust Dial autonomy control, pipeline board, deal coaching, forecasting, sequences, lifecycle management, and natural language CRM configuration.
Site Intelligence with automated crawls, technical SEO audits, content analysis, AI search, SERP rank tracking, keyword research, backlink analysis, local SEO grid, and scheduled white-label reports.
Connector SDK with 25+ pre-built connectors, Connector Builder (no-code/AI-assisted/full-code), OAuth flow, webhook auto-registration, 1,200+ executable actions, SmartLookup, marketplace, and signed packages.
Full GBP connector: review management, post publishing, Q&A management, photo uploads, business info sync, insights tracking, and AI-powered review responses — all from inside OpsIQ.
Registry-driven email templates with visual editor, live preview, variable chips, global layout control, and per-event customization for all automated communications.
Built-in team performance: resolution times, workload, SLA compliance, CSAT by agent, reopen rates, busiest hours, real-time presence tracking, and per-department breakdowns.
Native DSAR handling, data erasure across all systems, consent management, retention policies, and audit trails — built into the platform, not bolted on.
Hosted by OpsIQ. Sign up, connect your website, and start using immediately. Updates, infrastructure, managed AI, and backups are handled for you. Ideal for teams that want zero server management.
Install OpsIQ on your own server for full control over data, branding, updates, and integrations. Requires PHP 8.1+, MySQL 5.7+, HTTPS, and cron. Supports WHMCS integration as an addon module. Full data sovereignty.
Follow the 30-minute setup guide to get tracking, chat, and basic AI working on your website.
Learn how to read your visitor data, set up session replay, identify leads, and understand traffic patterns.
Run your first SEO crawl, check your technical health, and set up SERP rank tracking for your target keywords.
Set up departments, configure auto-reply with AI, connect email ingestion, and train your AI to handle common questions.
Organize contacts, build your pipeline, configure the AI agents, set Trust Dial levels, and let AI coach your deals.
Connect your e-commerce/billing platform, build custom connectors, set up webhooks, and integrate via the REST API.
Follow these steps in order to get OpsIQ running. Each step builds on the previous one. By the end, you will have visitor tracking, AI chat, and basic ticket support.
Enter your license key in the OpsIQ admin. If you are on the cloud edition, this is done automatically when you sign up. Self-hosted users: go to Settings, enter your license key, and click Activate. You should see a green "Active" badge.
Go to Settings and fill in your business name, industry, timezone, default currency, and support hours. This information is used by the AI when answering customer questions and by analytics for timezone-aware reports.
Go to AI Configuration and select your provider. Options: Claude (Anthropic), GPT-4o (OpenAI), Gemini (Google), or Grok (xAI). Enter your API key if using your own key, or use Managed AI if available on your plan. Click "Test connection" to verify.
Go to Connected Sites, copy the tracking snippet, and paste it before the closing </body> tag on your website. Visit your site in a private browser, then check the Live Feed in OpsIQ — you should see yourself as a visitor within 15 seconds.
If you use Shopify, WooCommerce, WHMCS, or another supported platform, go to Connectors, find your platform, enter credentials, and click Test Connection. This gives the AI access to order data, customer profiles, and support context.
Go to Team, click Invite, enter their email and role (Owner, Full Admin, or Agent). Agents can only access departments you assign them to. Owners and Full Admins see everything.
Copy the snippet from Connected Sites and paste it on your website. This gives you tracking immediately.
Go to AI Configuration, pick a provider, enter your key, and save. AI chat is now active on your website.
You now have visitor tracking and AI chat. You can add tickets, CRM, and connectors later.
Go to Knowledge Base and add 5-10 articles about your most common questions. The AI uses these to answer customers accurately.
Go to Tickets and create at least 2 departments (e.g., "Sales" and "Support"). Assign team members to each.
Go to AI Training and write a Customer AI prompt that describes your business, tone, and escalation rules.
Open your website in a private browser and chat with the AI as a customer. Check that answers are accurate and tone is right.
Set up a mailbox (Gmail, IMAP, or a provider connector) so customer emails automatically create tickets.
Enable ticket auto-reply for safe departments. Set a 2-minute delay so humans can intervene first.
Check Dashboard daily. Look at visitor count, bounce rate, top pages, and sales if tracking is connected.
Open AI CRM and let OpsIQ import contacts from your connected platforms. Review the pipeline board.
Check AI History weekly. Look for wrong answers, missed questions, and opportunities to add knowledge.
Create a rule: if a visitor is on the pricing page for 60+ seconds, show a chat message asking if they need help.
If you use a platform that does not have a built-in connector, use the Connector Builder to create one.
Connect OpsIQ to your internal tools using outbound webhooks for ticket, chat, and sales events.
Yes. The AI provider is optional. OpsIQ works as a pure analytics and ticketing platform without AI. You can enable AI later when you are ready.
Yes. Connectors enrich the AI with platform-specific data, but OpsIQ works without them. Start with tracking and chat, then connect platforms when needed.
You can still use OpsIQ for tickets, CRM, and team collaboration. The tracking widget is optional. Add it when your website is ready.
Visit your website in a private/incognito browser. Then check OpsIQ Live Feed. You should see your visit appear within 15 seconds. If not, check: (1) is the snippet pasted correctly, (2) is the site key correct, (3) are ad blockers or CSP headers blocking the script.
OpsIQ is not one feature. It is an operator admin, a website widget, an AI support layer, a ticket/helpdesk system, a full CRM with four AI agents, a Site Intelligence suite, a connector platform with marketplace, and a developer surface. Here is every component it contains.
Dashboard, live feed, visitor log, sessions, session replay, top pages, geo intelligence, intent funnel, events log, A/B experiments, JS error tracking, sales and conversions, leads, AI CRM (command center, contacts, companies, deals, pipeline board, deal coaching, forecast, prospecting, sequences, lifecycle, data steward, Build my CRM, CRM config, CRM health, CRM API), tickets, chat inbox, proactive rules, CSAT surveys, email drafts, mailboxes, AI configuration, AI training, AI history, AI insights, knowledge base, connectors, Connector Builder, marketplace, connected sites, team management, team performance, settings, diagnostics, and license.
Website tracking widget (analytics beacon + chat + ticket embed + knowledge base search), client AI chat, ticket submission portal, visitor identity token handling, file uploads, CSAT survey widget, and customer-facing help center.
Command center, contacts, companies, deals, pipeline board with drag-and-drop, AI deal coaching (risk signals, next-best-action, win probability), revenue forecasting, prospecting agent (SDR), automated follow-up sequences, lifecycle and retention management, data steward agent (dedup, enrich, validate), Build my CRM (natural language setup), CRM configuration, CRM health check, Trust Dial (Autopilot/Copilot/Manual per agent), four specialized agents (Steward, SDR, Retention, Analyst), and CRM API with webhooks.
Automated site crawls, technical SEO audit (speed, mobile, Core Web Vitals, SSL, redirects, structured data), content audit (word count, readability, keyword density, heading structure), AI-powered semantic search, SERP rank tracking across engines, keyword research with opportunity scoring, backlink analysis and monitoring, local SEO grid visualization, Google Business Profile sync (reviews, posts, Q&A, photos, insights), scheduled reports (daily/weekly/monthly), and white-label PDF output for agencies.
Customer AI chat (multi-provider: Claude, GPT-4o, Gemini, Grok), admin AI assistant, AI knowledge grounding, auto-handoff with configurable revert, per-workspace AI configuration, managed AI and BYOK modes, token budgets and cost controls, AI history audit trail, AI insights analysis, ticket AI triage, ticket auto-reply with delay, writing AI (separate prompt), and admin inbox copilot.
25+ pre-built connectors (Shopify, WooCommerce, BigCommerce, Magento 2, PrestaShop, OpenCart, osCommerce, WordPress, WHMCS, Zendesk, Stripe, Amazon SES, Postmark, Resend, SendGrid, Mailgun, Gmail, IMAP, Slack, Google Business Profile), Connector Builder (no-code/AI-assisted/full-code), generic OAuth flow with PKCE, connector marketplace with paid distribution, connector signing and verification, SmartLookup fuzzy matching, 1,200+ executable HTTP actions, knowledge sync, and workflow recipes.
REST API (visitors, events, tickets, contacts, settings, connectors), OpenAPI spec, API key management, outbound webhooks (async, signed, retried, SSRF-guarded, auto-disable), Events API for custom event ingestion, widget SDK with identity resolution, triggers cookbook, action contracts, connector SDK, marketplace packaging, server-side SDKs (PHP, Node.js), WordPress plugin, and WHMCS module.
Business identity, AI configuration per workspace, tracking settings, security (HSTS, Permissions-Policy, IP blocking, brute-force protection), RBAC (Owner/Full Admin/Agent), team management and invitations, team performance dashboard, admin presence tracking, email template system (registry-driven, visual editor, variable chips), survey designer, domain knowledge, ticket embed configuration, branding, data retention policies, billing cycle management (monthly through lifetime), currency normalization, import/export, diagnostics, cron automation, and danger zone.
Enterprise SSO (OIDC with JWKS verification, JIT provisioning), SAML configuration, GDPR/DSAR handling (export and delete across all systems), data erasure per contact, consent management, workspace isolation (strict query-layer scoping), audit trails, failed login tracking, IP blocking, outbound webhook SSRF guard, and data retention policies.
Managed AI proxied through OpsIQ provider URL, Site Intelligence provider calls, license validation, health reports, PDF rendering, and data exports — all routed through the configured provider endpoint, not direct vendor API calls from your server.
Daily command center: traffic overview, live visitor count, sales summary, support queue depth, AI activity alerts, and quick-action shortcuts.
Real-time visitor stream: page views, chat starts, form submissions, and intent signals updating every few seconds with country, device, and referrer filters.
Complete visit records: device, browser, OS, country, city, referrer, UTM params, landing page, identity, and full page-view history.
Journey-grouped view: page flow, time on page, scroll depth, conversion path, and exit page for each visitor session.
Timeline playback of captured events: mouse movement, clicks, scrolls, page transitions, and form interactions for UX diagnosis.
Page performance ranking: visits, engagement time, bounce rate, conversions, support interactions, and trend direction.
Geographic reports: country/city breakdown with maps, device distribution, browser share, traffic sources, and market penetration.
Behavioral intent tracking: pricing visits, return frequency, doc browsing, support interactions, and custom signals with conversion probability.
Searchable event history: page views, custom events, chats, purchases, form submissions with full metadata and filtering.
Split testing: create variants, allocate traffic, define goals, measure significance, and declare winners — all from inside OpsIQ.
Frontend error capture: messages, stack traces, affected browsers, frequency, affected pages, and trend tracking.
Revenue dashboard: orders, renewals, refunds, attribution by source, campaign performance, period comparison, and trend analysis.
Lead management: scoring, source attribution, CRM status, contact details, behavioral signals, and pipeline routing.
Full CRM: command center, contacts, companies, deals, pipeline board, coaching, forecast, prospecting, sequences, lifecycle, data steward, and health.
Support inbox: departments, priorities, SLA tracking, AI triage, auto-reply, internal notes, file attachments, merging, and status management.
Live conversations: AI and human chat, handoff, collaboration, conversation history, customer identity, and CSAT collection.
Email management: inbound mail to tickets, AI-assisted reply composition, template selection, and mailbox configuration.
Provider setup: select Claude/GPT-4o/Gemini/Grok, enter API key or enable managed AI, set model, temperature, and token budgets per workspace.
Prompt authoring: customer-facing and admin-facing prompts, escalation rules, tone guidelines, prohibited topics, and boundary configuration.
Conversation audit: full request/response logs, token usage, cost per conversation, provider, model version, and resolution outcome.
Pattern analysis: common questions, resolution rates, handoff frequency, satisfaction by topic, and training gap identification.
AI training content: articles, FAQ entries, product docs, connector knowledge, and custom entries. Semantic and keyword search for AI grounding.
Integration hub: installed connectors, health status, action inventory, credential management, marketplace browser, and Connector Builder.
Site management: tracking snippet, site key, widget configuration, domain settings, and per-site workspace isolation.
User management: invite members, assign roles (Owner/Full Admin/Agent), set department access, and manage permissions.
Ops metrics: resolution times, workload, SLA compliance, CSAT by agent, reopen rates, busiest hours, and trend analysis.
Configuration: business identity, AI setup, tracking, security, branding, retention, email templates, billing, import/export, diagnostics, and danger zone.
Plan management: license status, plan features, usage metrics, renewal date, and upgrade/downgrade options.
The Dashboard is your daily command center. It shows traffic, sales, support load, AI activity, and conversion indicators in one view. Open it every morning to understand what happened overnight and what needs attention today.
The number of people on your website right now. This updates every 15 seconds (configurable). A visitor is "active" if they loaded a page within the active threshold (default: 90 seconds).
How many different people visited your website in the selected date range. OpsIQ identifies visitors by a combination of browser fingerprint, cookies, and (if available) authenticated identity.
New visitors are seeing your site for the first time. Returning visitors have been seen before. A high returning ratio means your content brings people back. A very low returning ratio might mean you are not retaining interest.
The percentage of visitors who left after viewing only one page. A bounce rate above 70% on landing pages usually means the page is not meeting visitor expectations — wrong content, slow load, or poor mobile experience.
How long visitors spend on each page on average. Very short times (under 10 seconds) on content pages suggest the content is not engaging. Very long times on checkout pages might indicate confusion.
IP addresses that OpsIQ identified as potentially malicious based on threat scoring, brute force attempts, or manual blocks. Click to see the blocked IPs list.
Revenue from connected sales sources (Shopify, WooCommerce, Stripe, etc.). If sales show zero, check that your platform connector is connected and syncing.
A line graph showing visitor count over the selected date range. Look for patterns: traffic spikes (campaigns, press mentions), dips (weekends, holidays), and sustained trends.
Where your visitors come from: direct, Google, social media, email campaigns, referral sites. Use this to understand which marketing channels are working.
Chrome, Safari, Firefox, Edge, and others. If a browser has unusually high bounce rate, you might have a CSS or JavaScript compatibility issue.
A grid showing visitor activity by hour of day and day of week. Use this to decide when to schedule support shifts, when to send announcements, and when to run promotions.
The last few visitors with country, page, device, and source. Useful for quick spot-checks during campaigns.
Click the date picker at the top right of the Dashboard. Presets: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month, Custom range. All dashboard cards and charts update when you change the range. The date range is in your configured timezone (set in Settings).
Your bounce rate jumped from 45% to 78% this week. What happened?
Check: (1) Did a specific landing page change? Go to Top Pages and sort by bounce rate. (2) Did a campaign send traffic to the wrong page? Check Top Sources for new referrers. (3) Did the site break on mobile? Check browser breakdown for mobile bounce rate. (4) Is it bot traffic? Check the Threats counter and visitor details for suspicious patterns.
The dashboard shows 0 live visitors even though your website is getting traffic.
Check: (1) Is the tracking widget installed? View your website source code and search for the OpsIQ script. (2) Is the site key correct? Compare the data-site-key in the script with the key in Connected Sites. (3) Is a CDN or cache serving a stale page without the script? Clear your CDN cache. (4) Is an ad blocker or CSP header blocking the script? Check the browser console for blocked requests.
Your heatmap shows heavy activity between 10am-2pm on weekdays but nothing on weekends.
This is a B2B traffic pattern. Your visitors are working professionals browsing during business hours. Implications: (1) Schedule support staff for weekday business hours. (2) Send email campaigns Tuesday-Thursday morning. (3) Weekend maintenance windows are safe. (4) Consider offering live chat only during peak hours.
You see a sudden spike of 500 visitors in one hour from an unknown referrer.
Go to Visitors and filter by the time window. Check: (1) Are they real visitors or bots? Look at session duration, pages viewed, and browser diversity. (2) If real, what page are they landing on? (3) Check the referrer URL — someone might have linked to you from Reddit, Hacker News, or a popular blog. (4) If it is bot traffic, check Threats and consider blocking the IP range.
OpsIQ counts visitors differently. It uses browser fingerprinting and cookies, while GA uses a different cookie model. Bot filtering, ad blocker rates, and script loading order can also cause differences. A 10-20% variance is normal.
The dashboard is designed for the OpsIQ admin. For external reporting, use the REST API to pull analytics data and display it in your own dashboard or BI tool.
It counts IP addresses that OpsIQ has flagged or blocked based on threat scoring, repeated failed logins, or manual blocks. Click the counter to see details and manage blocks.
The Visitor Log shows every visit to your tracked websites. Each row is one page load from one visitor. Use it to investigate individual visitor behavior, find campaign traffic, and diagnose tracking issues.
The visitor's IP address. Anonymized if IP anonymization is enabled in Settings. Click to see all visits from this IP.
Detected from the IP address using GeoIP data. Requires MaxMind GeoLite2 database or Cloudflare geo headers. Shows "Unknown" if GeoIP is not configured.
The page the visitor loaded. Click to see the full URL. Long URLs are truncated in the table view.
Where the visitor came from before landing on your site. "Direct" means no referrer (bookmarks, typed URLs, some app links).
The visitor's device type (desktop, mobile, tablet) and browser (Chrome, Safari, Firefox, etc.). Parsed from the User-Agent header.
When the page was loaded, in your configured timezone.
If the visitor is identified (via identity token or login), their name or email appears. Otherwise shows as anonymous.
Filter visits to a specific time period. Default: last 7 days.
Search by IP address, page URL, referrer, country, or customer email.
Filter by traffic source: Direct, Organic, Social, Referral, Paid, Email.
Filter by Desktop, Mobile, or Tablet.
Show only first-time visitors who have never been seen before.
You launched a Google Ads campaign with UTM parameter utm_source=google&utm_medium=cpc&utm_campaign=summer-sale. How do you find those visitors?
In the Visitor Log, use the Search field and type "summer-sale". The search checks referrer URLs and page URLs, so UTM parameters will match. You can also filter by Source = Paid to narrow down further.
A customer emailed saying "your checkout page was broken yesterday around 3pm." How do you find their session?
Search by their email address in the Visitor Log. If they were logged in, their identity will appear. Set the date range to yesterday. Look for visits to checkout pages around 3pm. Click their session to see the full page flow and any JavaScript errors.
You notice an IP address has 500+ visits in one hour, all to the same page.
This is likely a bot, scraper, or broken script. Go to the Visitor Log and search by that IP. Check: (1) Are all visits to the same page? (2) Is the user agent a known bot? (3) Is the session duration always 0 seconds? If confirmed as a bot, go to Security and block the IP.
Raw page loads. One row per page view. Best for: investigating specific pages, finding traffic from specific sources, diagnosing tracking issues.
Groups page views into journeys. One row per visit session. Best for: understanding user flow, measuring session duration, identifying conversion paths.
Real-time activity. Shows visitors currently on your site. Best for: monitoring campaigns in progress, spotting high-intent visitors, watching support opportunities.
OpsIQ tracks all visits by default. To exclude your own traffic, add your IP address to the excluded IPs list in Settings > Tracking.
GeoIP lookup requires either Cloudflare geo headers (automatic if using Cloudflare) or a MaxMind GeoLite2 database file. Check Settings > GeoIP Path to ensure the database file exists and is readable.
Visitor data is kept for the retention period configured in Settings (default: 90 days). After that, old records are automatically cleaned up by the cron retention job.
Sessions group multiple page views from the same person into a single journey. While the Visitor Log shows individual page loads, Sessions show you how people move through your website from landing to exit.
A session starts when a visitor loads their first page. It continues as they navigate to more pages. A session ends when the visitor is inactive for the session timeout period (default: 30 minutes) or closes their browser. The same person returning after the timeout creates a new session.
The landing page — where the visitor entered your site. This tells you which content is attracting people.
The exit page — where the visitor left. If the exit page is often the pricing page, visitors might be comparing you with competitors.
How many pages the visitor viewed in this session. More pages usually means more engagement, but it can also mean the visitor is lost.
Total time from first page load to last activity. Sessions with 0 seconds are bounces (single page view, no further interaction).
The traffic source for this session (Direct, Google, social, referral, etc.).
Detected country from the visitor's IP address.
Whether the visitor left after viewing only one page. Bounced sessions have a red indicator.
Whether the visitor completed a tracked conversion event (purchase, signup, form submission) during this session.
Search by IP, email, page URL, or referrer within sessions.
Filter by New visitors (first session ever) or Returning visitors.
Filter by traffic source.
Filter by country to see sessions from a specific region.
Filter to show only bounced sessions or sessions flagged as threats.
A customer just made a large purchase. You want to understand their journey before buying.
Search for their email in Sessions. Look at all their sessions: (1) How many times did they visit before buying? (2) Which pages did they view? (3) Did they use chat or open a ticket? (4) What was the total time from first visit to purchase? This tells you the typical buying journey for high-value customers.
A customer usually logs in from Nigeria but you see a session from Russia.
Search for the customer email in Sessions. Compare the country of recent sessions. If a session suddenly appears from an unusual country, it could be legitimate travel or a compromised account. Check: (1) Was there a failed login attempt before the successful one? (2) Did the IP change within the same session? Flag it for review if suspicious.
A visitor is a person (or browser). A session is one visit from that person. The same visitor can have many sessions over time. Sessions expire after the timeout period.
OpsIQ uses a combination of cookies, browser fingerprinting, and authenticated identity tokens. If a visitor clears their cookies and is not logged in, they will appear as a new visitor.
The Live Feed shows visitors currently on your website in real time. It updates automatically every 15 seconds (configurable). Use it during campaigns, product launches, and busy support periods to see what is happening right now.
The Live Feed polls your server at the configured refresh interval. Each row shows a visitor currently on your site: their current page, country, device, source, session duration, and page count. Green highlights indicate new activity since the last refresh. Click any visitor row to see their full session details.
How often the live feed updates. Default: 15 seconds. Lower values (5-10s) give faster updates but use more server resources. Higher values (30-60s) are easier on the server but less real-time.
How long a visitor is considered "active" after their last page load. Default: 90 seconds. If a visitor loads a page and then reads it for 2 minutes without clicking, they disappear from the live feed after the threshold.
Click Pause to stop auto-refresh. Useful when you want to read details without the list updating. Click Resume to restart.
You are running a product launch. A visitor just viewed your homepage, then features, then pricing, and is now on the checkout page.
This is high-intent behavior. In the Live Feed: (1) Click the visitor to see their session. (2) If they start a chat, the AI will have their full journey context. (3) If they leave without buying, they become a lead in the Leads page. (4) Consider creating a proactive rule to show a chat message when visitors reach checkout.
You see 20 visitors from the same IP address, all on different pages.
This could be: (1) An office with shared internet — check if the visits look like real humans (different pages, reasonable session durations). (2) A bot or scraper — check if sessions are very short (0-1 seconds) or hitting pages systematically. (3) A load test — if you are running automated tests, exclude the IP from tracking.
Check: (1) Is the widget script installed on your site? (2) Is the site key correct? (3) Has the active threshold passed? (4) Are visitors using aggressive ad blockers that block the tracking script?
The live feed shows all active visitors. For filtered views, use the Visitor Log or Sessions pages with their filter options. The live feed is intentionally simple for real-time monitoring.
Top Pages shows which pages on your website get the most traffic. It ranks pages by visits, engagement, conversions, and support activity. Use it to identify your best content, find underperforming pages, and discover pages that generate support questions.
The full URL path. Similar pages (e.g., product variants) are grouped if grouping is enabled.
Total number of times this page was loaded in the selected date range.
How many different people viewed this page (a person viewing the same page twice counts as 1 unique).
Percentage of visitors who left your site after viewing only this page. High bounce on landing pages = problem. High bounce on "thank you" pages = normal.
How long visitors spend on this page on average. Very short = not reading. Very long on a form page = confusion.
How many chat conversations were started from this page. High chat starts on a product page means the product description might be unclear.
How many support tickets were created by visitors who were on this page. High ticket count = potential UX or content problem.
Your support team keeps getting questions about shipping. Which page is failing?
Sort Top Pages by "Support tickets" or "Chat starts" descending. Look for product or shipping pages with high counts. The page with the most support questions probably has unclear information. Fix the page content and monitor whether support questions decrease.
You want to know where people leave your site most often.
Sort by bounce rate descending. Ignore pages that are naturally exit points (thank you pages, confirmation pages). Focus on pages that should keep visitors engaged: product pages, pricing, features. These need better calls-to-action or clearer content.
Check: (1) Is the tracking widget installed on that specific page? Single-page apps might not fire page views on route changes. (2) Is the page excluded in tracking settings? (3) Is a CDN serving a cached version without the tracking script?
Geo Intelligence shows where your visitors come from by country, city, device, and source. Use it to understand your geographic markets, decide on language support, plan regional marketing, and detect suspicious traffic patterns.
The top countries ranked by visitor count. Click a country to drill down to city-level data.
Visual breakdown of traffic by country. Hover for percentages.
Every country with visitors in the selected period, showing visitor count, session count, bounce rate, and conversion rate.
Click a country to see which cities within that country have the most visitors.
OpsIQ detects visitor location in two ways: (1) Cloudflare geo headers — if your site is behind Cloudflare, country detection is automatic and accurate. (2) MaxMind GeoLite2 database — download the free database and configure the path in Settings. City-level detection requires the GeoLite2-City database, not just the Country database.
Visitors using VPNs will appear to come from the VPN server's location, not their real location. This is by design — OpsIQ cannot and should not try to bypass VPNs. If you see unusual country patterns, consider that 10-20% of visitors may be using VPNs.
You run a US-only business but 30% of traffic is from India.
Check: (1) Are these real visitors? Look at session duration and pages viewed. Very short sessions with high bounce = likely bots. (2) Are they finding you through Google? Check the referrer. (3) Could they be potential customers in a new market? If the traffic is genuine and engaged, consider adding India-specific pricing or content.
You want to know if you should translate your site into Spanish.
Look at the Geo Intelligence page. If Spanish-speaking countries (Spain, Mexico, Colombia, Argentina, etc.) together represent more than 10% of your traffic with low bounce rates, translation is worth considering. Also check: do visitors from these countries convert at similar rates to your primary market?
You need to decide support team hours for different time zones.
Use the hourly heatmap (on Dashboard) combined with Geo Intelligence. If 40% of your traffic is from Europe and 35% from the US, you need coverage for both time zones. The heatmap shows exactly when each region is most active.
Germany shows 500 visitors this month but zero sales.
Investigate: (1) Are they bouncing on the pricing page? Maybe your pricing is not competitive for that market. (2) Do you ship to Germany? Check if your shipping page mentions Germany. (3) Is your checkout available in EUR? Currency mismatch causes abandoned checkouts. (4) Are these visitors from a single source that might be low-intent traffic?
GeoIP is not configured. Either set up Cloudflare (which adds geo headers automatically) or download the MaxMind GeoLite2 database and set the file path in Settings > GeoIP Path.
OpsIQ does not block by country. Use your web server or Cloudflare firewall rules for country-based blocking. OpsIQ focuses on visibility, not access control at the network level.
The Intent Funnel classifies visitor sessions by what they seem to be trying to do: browse, research, compare, buy, get support, or leave. Use it to understand the balance of intent on your site and identify where visitors drop off.
Visitors casually looking around. Short sessions, few pages, no specific goal detected.
Visitors reading product/feature pages, docs, or blog content. Longer time on page, multiple content pages.
Visitors viewing pricing, plan comparison, or feature tables. Often returning visitors.
Visitors on checkout, cart, or signup pages. High intent — these are your conversion opportunities.
Visitors on help pages, contact pages, or starting chat. They need assistance.
Visitors who left after one page. Low engagement.
1,000 visitors viewed Pricing. 270 opened chat. 92 started checkout. 64 paid. 18 opened support tickets.
Pricing page is strong enough to create intent. Chat is important in the buying path — 27% of pricing visitors engage with chat before buying. Support tickets after checkout may indicate activation or payment confusion. Action: (1) Ensure AI chat answers pricing questions well. (2) Investigate the 18 post-checkout support tickets for common issues.
Use the date range filter to compare intent patterns across periods. For example, compare Black Friday week to a normal week — you should see a spike in "Buying" intent and possibly "Support-seeking" if your promotions created confusion.
OpsIQ looks at page URLs, session behavior, and time patterns. Pricing pages signal comparison intent. Checkout pages signal buying intent. Help/contact pages signal support intent. The classification is heuristic-based, not AI-driven.
Not currently. The categories are built-in based on common web behavior patterns. Custom intent classification is on the roadmap.
Session Replay lets you watch a timeline of what a visitor did on your site: which elements they clicked, how they scrolled, where they hovered, and what they typed (with sensitive fields masked). Use it to diagnose UX problems, verify bug reports, and understand customer confusion.
From the Sessions page, look for sessions with reported issues, high page counts with no conversion, or sessions from customers who filed support tickets. Click the replay icon to open the timeline view.
A horizontal bar showing events over time. Click anywhere on the timeline to jump to that moment.
Each page load appears as a segment on the timeline. You can see the exact path the visitor took.
Click events are shown as dots on the timeline and as highlights on the page reconstruction.
Scroll depth is tracked so you can see how far down the visitor read.
Field focus and typing events are recorded. Text input in password and sensitive fields is masked by default.
Session replay masks sensitive form fields by default. Password fields, credit card inputs, and fields marked with data-opsiq-mask are never recorded. You can configure additional masking rules in Settings > Tracking. If your compliance policy requires it, you can disable replay entirely.
A customer says "I tried to buy but the button did nothing."
Find their session in the Sessions page (search by email). Open the replay. Watch the checkout page segment. Look for: (1) Did they click the right button? (2) Did a JavaScript error occur? (Check the JS Errors page for that time.) (3) Did the page reload or show an error message? (4) Was a required field empty? The replay shows exactly what happened.
Replay data grows with traffic volume. Use retention settings to automatically clean up old replay data. For high-traffic sites, consider a shorter replay retention period (e.g., 30 days) to manage storage.
If "Respect Do Not Track" is enabled in Settings, visitors with DNT headers are not recorded. You can also exclude specific pages from replay in the tracking settings.
The Events Log shows every event that OpsIQ has recorded: page views, clicks, chat starts, ticket creations, sales, and custom events. Use it to debug integrations, verify webhook delivery, and understand the sequence of actions.
Fired every time a tracked page loads. Includes URL, title, referrer, and timestamp.
Fired when a visitor opens the chat widget and sends their first message.
Fired for each message in a chat conversation (both visitor and AI/agent).
Fired when a new support ticket is created (from chat, email, widget, or admin).
Fired when a reply is added to a ticket.
Fired when a purchase is completed through a connected platform.
Fired when a tracked form is submitted (if form tracking is enabled).
Fired when a visitor is identified via an identity token.
Fired when a login attempt fails.
You can send custom events from your website or server to OpsIQ. Custom events are useful for tracking actions specific to your business: button clicks, feature usage, video plays, downloads, etc.
// Send a custom event from the browser
window.OpsIQ = window.OpsIQ || [];
window.OpsIQ.push(["track", "plan_selected", {
plan: "pro",
billing: "annual",
value: 99
}]);// Send a custom event from your server (PHP)
$ch = curl_init("https://your-opsiq-domain.com/api/v1/events");
curl_setopt_array($ch, [
CURLOPT_POST => true,
CURLOPT_RETURNTRANSFER => true,
CURLOPT_HTTPHEADER => [
"Authorization: Bearer opq_your_key",
"Content-Type: application/json",
],
CURLOPT_POSTFIELDS => json_encode([
"event" => "subscription.upgraded",
"customer_email" => "user@example.com",
"properties" => [
"old_plan" => "starter",
"new_plan" => "pro",
],
]),
]);
$response = curl_exec($ch);
curl_close($ch);Filter by specific event names: pageview, chat.started, ticket.created, etc.
Show events from a specific time period.
Search event data by keyword (URL, email, event property values).
Events follow the retention policy set in Settings. Default: 90 days. High-value events (purchases, security events) can be configured with longer retention.
Yes. When creating an experiment, you choose a conversion event. Any built-in or custom event can be used as the conversion goal.
Experiments let you test two versions of a page or feature and measure which one performs better. OpsIQ tracks impressions, conversions, and statistical significance.
Give it a name, define your primary metric (conversion event), and set the variants (control and test).
OpsIQ randomly assigns visitors to variants and tracks their behavior. Do not change the experiment while it is running.
After enough data is collected, check confidence level. 95% confidence means you can be 95% sure the difference is real, not random chance.
Created but not yet started. You can still edit variants and metrics.
Actively assigning visitors to variants. Do not edit while running.
Reached statistical significance or was manually stopped. Results are final.
Results have been reviewed and the experiment is no longer needed in the active list.
Decide what you are measuring before starting. Choosing a metric after seeing results introduces bias.
Add your team's IP addresses to the exclusion list so staff visits do not skew results.
Do not stop an experiment after 100 visitors. You need hundreds or thousands of visitors per variant for reliable results.
If you change the headline AND the button color, you will not know which change caused the improvement.
After the experiment ends, note which variant won and why you chose to implement it.
It depends on the baseline conversion rate and the effect size you want to detect. As a rule of thumb: at least 500 visitors per variant for a 20% effect size. For smaller effects, you need thousands.
Yes, but be careful. If two experiments affect the same page, their results may interact. It is safer to run experiments on different pages or features simultaneously.
JavaScript Errors collects client-side errors from your website visitors. A broken button, a failed API call, or a missing resource shows up here. Use it to find and fix bugs that affect real customers.
The JavaScript error text (e.g., "TypeError: Cannot read properties of undefined").
Which page the error occurred on.
Which browser and device type saw the error. Some errors are browser-specific.
The code location where the error occurred. Click to expand the full stack trace.
When this error first appeared.
When this error most recently occurred.
How many times this error has been recorded.
How many different visitor sessions experienced this error.
Not all JavaScript errors need immediate attention. Prioritize by: (1) errors on critical pages (checkout, signup, login), (2) errors with high session counts, (3) errors that appeared recently (possible regression from a code change), (4) errors on your own code (not third-party scripts).
The JS Errors page shows "TypeError: Cannot read properties of undefined (reading submit)" on /checkout, affecting 45 sessions this week.
This means 45 real customers could not complete checkout. Steps: (1) Open the page in the same browser/device combination. (2) Open browser console and reproduce the error. (3) Check the stack trace to find the exact line of code. (4) Fix the bug, deploy, and monitor the error count going to zero.
Yes, OpsIQ captures all JavaScript errors on the page, including errors from analytics scripts, chat widgets, and ad scripts. Filter by URL in the stack trace to focus on your own code.
You cannot suppress specific errors in OpsIQ, but you can filter the list by page URL or error message. Fix or ignore errors from browser extensions (they often show as errors from unknown sources).
Sales tracking connects your store or billing platform to OpsIQ so you can see revenue alongside visitor behavior. Every purchase is attributed to a visitor journey so you know which pages, campaigns, and channels drive revenue.
Revenue from orders completed today. Refreshes with each new order event from your connected platform.
Revenue aggregated over the period. Refunds are subtracted from these totals.
Line graph showing daily revenue over the selected date range. Look for spikes (promotions, campaigns) and dips (issues, seasonal).
Which traffic sources lead to the most purchases. "Direct" buyers often bookmarked your site. "Google" buyers found you through search.
The latest orders with customer email, amount, currency, and items purchased.
Go to Connectors > Shopify. Create a custom app in your Shopify admin (Settings > Apps and sales channels > Develop apps). Grant scopes: read_orders, read_customers, read_products. Copy the Admin API access token. In OpsIQ, enter your store domain (e.g., your-store.myshopify.com) and the access token. Click Test Connection. If successful, enable webhook sync for real-time order notifications.
Go to Connectors > WooCommerce. In your WordPress admin, go to WooCommerce > Settings > Advanced > REST API. Create a key with Read/Write permission. Copy the consumer key and consumer secret. In OpsIQ, enter your site URL, consumer key, and consumer secret. Click Test Connection.
Go to Connectors > BigCommerce. In your BigCommerce admin, go to Advanced Settings > API Accounts. Create a V2/V3 API Account with read scope for Orders, Customers, and Products. Copy the access token, client ID, and API path. Enter them in OpsIQ and test.
Go to Connectors > Magento. In your Magento admin, go to System > Integrations. Create a new integration with API resource access to Sales, Customers, and Catalog. Activate the integration and copy the access token. Enter it in OpsIQ with your Magento base URL.
Go to Connectors > PrestaShop. In your PrestaShop admin, go to Advanced Parameters > Webservice. Enable the webservice and create a new key. Grant access to orders, customers, and products. Copy the key and enter it in OpsIQ with your store URL.
Go to Connectors > OpenCart. Generate API credentials from your OpenCart admin panel. Enter the API URL, username, and key in OpsIQ. The connector uses OpenCart's REST API for order and customer data.
Go to Connectors > osCommerce. Configure database access or API credentials as documented in the connector settings. osCommerce integration typically requires direct database access or a custom API module.
Go to Connectors > Stripe. Copy your Stripe restricted API key from the Stripe Dashboard (Developers > API keys). The key needs read access to Customers, Charges, Invoices, and Subscriptions. Enter it in OpsIQ. Configure webhook endpoint for real-time events.
Go to Connectors > Paystack. Copy your Paystack secret key from the Paystack Dashboard. Enter it in OpsIQ. Configure webhook URL for transaction notifications.
Use the REST API or webhooks to send sales events from any platform. Send order.completed events with customer email, amount, currency, and items. See the Events API section for the payload format.
Shows which channels bring paying customers. If Google brings 1000 visitors and 50 sales, that is a 5% conversion rate. If email brings 200 visitors and 30 sales, that is 15% — email is more effective per visitor.
Refunded orders are tracked separately. They reduce your net revenue totals. If refund rates are high from a specific source, the traffic might be low quality.
OpsIQ stores the original transaction currency and amount. Multi-currency businesses see revenue in each currency. Normalized reporting uses the configured exchange rate.
Your pricing page gets 100 visitors per day but zero conversions.
Investigate: (1) Use Session Replay on pricing page visitors. Watch how they interact with the pricing table. (2) Check Top Pages for the pricing page bounce rate and time-on-page. (3) Check Chat conversations from pricing page visitors — what questions do they ask? (4) Compare your pricing page to competitors. (5) Try an A/B experiment with different pricing layouts.
You sent an email campaign with UTM tags. How do you measure its revenue impact?
Go to Sales and filter by source. Search for the campaign UTM parameter. You will see: (1) How many visitors came from the email. (2) How many converted to sales. (3) Total revenue attributed to the campaign. (4) Compare to the same period before the campaign.
Check: (1) Is the platform connector connected and healthy? Go to Connectors and check the status. (2) Is webhook sync enabled? If using polling, is the cron job running? (3) Does the connector have the right API scopes? For Shopify, you need read_orders.
When an order comes in via the connector, OpsIQ matches the customer email to a known visitor. If the visitor was tracked before the purchase, the sale is attributed to their visitor journey, including the traffic source, landing page, and session history.
You can send sales events via the REST API or webhooks from any system. The event format is documented in the Events API section.
Leads are visitors or customers who show buying or support intent. OpsIQ automatically detects leads based on behavior: pricing page visits, return visits, chat interactions, checkout starts, and high engagement. Use the Leads page to prioritize follow-up and feed your CRM pipeline.
Visitors who view your pricing or plans page are actively considering a purchase.
Visitors who come back multiple times are engaged but not yet converted.
Visitors who start a chat are actively seeking help — either pre-purchase or post-purchase.
Visitors who reach the checkout page but do not complete the purchase.
Visitors who submit a contact form, demo request, or signup form.
Visitors who view many pages with long session duration are deeply researching.
Click any lead to see their full profile:
Name, email, company if known. Anonymous leads show IP and location.
All sessions from this lead with page flow, duration, and source.
Every page they visited, ordered by recency.
How they found you: organic, paid, social, referral, direct.
A 0-100 score based on behavior intensity, recency, and page intent.
Whether this lead has been added to the CRM as a contact or deal.
AI-generated suggestion on what to do next (e.g., "Visited pricing 3 times — consider proactive outreach").
Leads with a score above 80 get a "High Value" badge. These are your hottest prospects. Prioritize them for outreach, proactive chat, or CRM pipeline entry.
A lead viewed your pricing page 3 times in 2 days, started a chat asking about enterprise plans, but has not purchased.
This is a high-intent lead. Steps: (1) Check their lead detail for company and role information. (2) Review the chat transcript for specific needs and objections. (3) Create a deal in the CRM with the information gathered. (4) Assign a follow-up task for a sales team member. (5) If they return to the pricing page, the proactive chat rule can trigger a personalized message.
You have 50 anonymous leads with high scores but no email addresses.
Options: (1) Create a proactive rule that offers a discount or resource download in exchange for email on high-intent pages. (2) Use the chat widget to ask for email when anonymous visitors start a conversation. (3) Add an identity token to your login/signup pages so returning visitors are automatically identified.
The score considers: recency of visits (recent = higher), frequency of visits (more = higher), pages viewed (pricing/checkout = higher), session duration (longer = higher), chat interactions (engaged = higher), and return visits (multiple sessions = higher).
Yes. In CRM Configuration, you can add lead-scoring rules that boost the score based on specific keywords, events, sources, or page patterns.
OpsIQ ships a full AI-first CRM that captures customer truth, cleans data, scores leads, coaches deals, forecasts revenue, and acts — with website intelligence, support, tickets, products and payments as one live graph. Every AI action is sourced, explainable, reversible and approval-controlled.
Your daily home screen: revenue pulse, what AI found, what it did, approval queue, next moves, agent health, and ROI.
People and companies in your CRM. Search, filter, score, and manage profiles.
Visual deal board with drag-and-drop stages, win probability, and AI coaching.
Board-grade forecasting: committed, likely, best case, with confidence intervals and accuracy tracking.
Where every customer stands: active, at risk, expansion ready, renewal due, or churning.
Describe your CRM setup in plain English. OpsIQ generates a reversible plan and applies it on approval.
Self-check page: schema, agents, routes, AI actions, and live data counts.
AI proposals go to the approval queue. You approve, edit, or reject each one. Nothing happens without your say.
When AI suggests a change, it shows the current value and the proposed value. Human-entered data has provenance protection.
Every AI action is recorded in the journal. You can undo any change with one click.
Every AI recommendation shows its reasoning and the data sources it used. No black box.
Click AI CRM in the left navigation. The Command Center shows your current state.
Open CRM Health to verify the schema, agents, and routes are ready.
If a connector is active (Shopify, WHMCS, etc.), contacts are imported automatically. Otherwise, import via CSV or create manually.
Go to Pipeline and create your first pipeline with stages (e.g., Lead, Qualified, Proposal, Negotiation, Won, Lost).
Create a deal from a contact, set the amount and stage, and let the Deal Coach guide you.
No. The CRM is optional. OpsIQ works perfectly as a tracking + support + AI platform without the CRM. Enable it when you are ready to manage sales and customer relationships.
Yes. You can create contacts and deals manually. Connectors enrich the CRM with platform data (orders, subscriptions, tickets) but are not required.
The Trust Layer is the safety system that controls what the AI can do. Copilot mode (default): AI proposes, human approves. Autopilot mode (opt-in): AI acts automatically on low-risk, reversible operations.
The Command Center is your daily briefing. Open it every morning to see what happened, what needs attention, and what to do next.
Pipeline value, deals won/lost, new leads, active deals, and revenue trend — a snapshot of your current state.
AI-discovered insights: stalled deals, at-risk accounts, new opportunities, data quality issues, and market signals.
Actions the AI has taken (in Autopilot) or proposed (in Copilot): stage advances, score updates, contact enrichment, and task creation.
Queue of AI proposals waiting for your decision. Each shows the proposed action, reasoning, and evidence. Approve, edit, or reject.
AI-ranked list of the 10 most important things to do today: follow up on a hot deal, check an at-risk account, research a new lead, etc.
Health of AI agents: Capture, Data Steward, Deal Intelligence, Deal Coach, SDR, Retention. Green = running, amber = needs attention, red = error.
ROI tracking: deals influenced by AI, time saved, accuracy of predictions, and comparison to manual CRM work.
Check pipeline health and revenue trend. Are you on track this month?
Review each AI proposal. Approve safe actions, edit where needed, reject bad suggestions.
Read AI insights. Are any deals at risk? Are there new opportunities?
Start with the top priority. The AI has ranked these by urgency and potential impact.
You were away for a week. What happened while you were gone?
Open the Command Center and check: (1) "What OpsIQ did" shows all AI actions during your absence. (2) "Needs approval" shows proposals waiting for your review. (3) "What OpsIQ found" highlights urgent items. (4) Set the dashboard date range to your absence period to see the trend.
The CRM organizes your business relationships into four objects: Contacts (people), Companies (organizations), Deals (revenue opportunities), and Tasks (follow-up actions).
A person in your CRM. They might be a customer, a prospect, a partner, or a lead. Contacts have an email, name, company, tags, lifecycle stage, and hotness score.
Use the search bar to find by name, email, company, or tags. Use filters: lifecycle stage, lead score, source, country, last activity date, assigned owner.
Click a contact to see their full profile: personal info, company, deals, activities, tickets, chats, website visits, lead score, and AI insights.
A 0-100 score calculated from behavior signals: website visits, email engagement, chat interactions, purchase history, and recency. Higher = hotter.
An organization that one or more contacts belong to. Companies have a name, domain, industry, size, and health score.
Contacts are linked to companies by email domain or manual assignment. One company can have many contacts.
A revenue opportunity. Deals have a title, amount, pipeline, stage, win probability, close date, assigned owner, and associated contacts/company.
A percentage chance of winning the deal. Set manually or calculated by AI based on your historical win data. Drives the weighted forecast.
Green (healthy), amber (at risk), or red (stalled). Based on activity recency, stage duration, and engagement signals.
A follow-up action assigned to a person. Tasks have a title, due date, priority, type (call, email, meeting, other), and linked contact/deal.
The AI creates tasks automatically when it detects something needs attention: follow up on a stalled deal, respond to an at-risk account, research a new lead.
You want to see all high-score contacts in the UK who have not been contacted recently.
Go to Contacts. Filter by: Lead score > 80, Country = United Kingdom, Last activity > 7 days ago. Sort by lead score descending. These are your hottest neglected leads — prioritize outreach.
A contact just expressed interest in your enterprise plan during a chat.
Open the contact profile. Click "Create deal." Enter the deal title (e.g., "Acme Corp - Enterprise Plan"), amount, pipeline, and stage (e.g., "Qualified"). Set the close date and assign it to yourself. The Deal Coach will begin tracking this opportunity.
The Pipeline is a visual board where deals move through stages from left to right. Drag and drop cards to advance deals. Each card shows the deal amount, win probability, and health status.
The pipeline shows all active deals as cards arranged in columns (stages). Each column header shows the total value of deals in that stage.
Drag a card to the next stage. The win probability and counts update instantly. If the move fails (validation error), the card snaps back to its original position.
Green badge = healthy (recent activity, on track). Amber = at risk (slowing down, needs attention). Red = stalled (no activity for too long).
Click a card to open the deal detail panel with contacts, activities, Deal Coach brief, and quick actions.
AI proposals appear in the approval queue at the top of the pipeline page. Each proposal shows what the AI wants to do, why, and the evidence. You can:
Accept the proposal as-is. The action runs through the Trust Layer and is recorded in the journal.
Modify the proposal before approving. For example, change the suggested stage or adjust the amount.
Decline the proposal. The AI learns from rejections to make better suggestions in the future.
Win probability can be set manually or calculated by AI. When AI calculates it, it uses a model trained on your own closed deals (won and lost). If you don't have enough historical data, the AI uses the stage default probability. The probability drives the weighted forecast: a $10,000 deal at 30% probability contributes $3,000 to the "likely" forecast.
A customer signed the contract and paid.
Drag the deal card to the "Won" stage. OpsIQ will: (1) Mark the deal as closed-won. (2) Update the forecast. (3) Add a "Won" activity to the timeline. (4) If configured, trigger a webhook event (crm.deal.won). (5) Update the contact lifecycle stage to "Customer."
You want to find deals that have been in the same stage for too long.
Look for red (stalled) badges on the pipeline board. These deals have had no activity for longer than the configured rotting threshold (set in CRM Configuration > Pipelines). Click each stalled deal to see the Deal Coach's recommendation for reactivation.
Yes. Go to CRM Configuration > Pipelines to create additional pipelines. Common use cases: separate pipelines for new business vs. renewals, or for different products/services.
The deal is marked as closed-lost. You will be asked for a loss reason. The deal is removed from the active board but can be found in the closed deals filter. The contact remains in the CRM.
The Deal Coach analyzes each deal and gives you a brief with health status, risk signals, key people, a qualification checklist, meeting prep, and suggested next actions. Everything is sourced — the coach shows which ticket, chat, or activity each claim comes from.
Why the deal is healthy, at risk, or stalled. Specific signals: days in stage, last contact date, activity frequency, competitor mentions, objection patterns.
Categorized into: objections raised, competitor mentions, pricing discussions, support risk indicators, renewal/expansion signals. Each signal links to its source (chat transcript, ticket, email, activity).
Who is helping the deal (champion) and who is resisting (blocker). Based on interaction analysis and contact roles.
MEDDICC or BANT checklist (configurable) showing which qualification criteria are met and which are missing. Grade: A, B, C, D, or F.
Before a scheduled meeting, the coach generates a brief: agenda, key points to cover, questions to ask, risks to address, and materials to prepare.
Suggested next message or call script based on the current deal state and recent interactions.
Every claim the coach makes links to a source: a ticket number, chat transcript ID, activity date, or website visit.
Open any deal and scroll to the Deal Coach section. Read the health status and key signals.
Check the qualification checklist. If "Economic Buyer" is missing, plan to identify and engage the budget holder.
The coach suggests concrete next actions. Click to create a task, draft an email, or schedule a meeting — all routed through the approval queue.
You have a meeting with a prospect tomorrow about a $50,000 deal.
Open the deal and read the Meeting Prep section. It shows: (1) Key talking points based on recent interactions. (2) Objections they raised in chat last week. (3) Competitor they mentioned in a support ticket. (4) Questions to ask about their timeline. (5) Risk factors to address proactively. Use this brief to prepare a focused, evidence-based agenda.
The pipeline shows a red badge on a deal you thought was going well.
Click the deal and read the Deal Coach health explanation. It might say: "This deal has been in Proposal stage for 22 days (threshold: 14). Last contact was 11 days ago. The primary contact opened a support ticket about data migration concerns 5 days ago (ticket #T-892). Suggestion: address the migration concern and schedule a follow-up call." Now you know exactly what to fix.
Board-grade forecasting with a defensible range, deal-level change explanations, and accuracy tracking so you can prove and explain your numbers.
Deals with 80% or higher win probability. These are your most likely wins. This should be your minimum expected revenue.
All open deals weighted by their AI-calculated win probability. This is the most realistic prediction of what you will close.
All open deals at full value. This is the maximum possible revenue if everything goes perfectly (it rarely does).
An 80% probability band showing the realistic range. Example: "You will likely close between $45,000 and $72,000 this quarter."
The forecast includes week-over-week change attribution. When your forecast drops by $15,000, the report explains exactly which deals caused the change: "Deal A slipped to next quarter ($8,000), Deal B lost ($5,000), Deal C reduced in value ($2,000)."
Mean Absolute Percentage Error — how far off your forecasts have been historically. Lower is better. A MAPE of 15% means your forecasts are typically within 15% of actual results.
Brier score measuring how well win probabilities match actual outcomes. If deals at 70% probability actually win 70% of the time, calibration is good.
OpsIQ captures a snapshot of your forecast each week (via cron). Over time, you can see how your forecast accuracy improves.
How many deals move from each stage to the next. If 80% pass from Qualified to Proposal but only 20% go from Proposal to Negotiation, your proposals might need work.
Which lead sources produce the most wins. Invest more in high-win-rate sources.
How each sales team member is performing: deals won, pipeline value, average deal size, win rate.
Sandbagging (unrealistically low probabilities), overcommitting (unrealistically high), and committed-at-risk (high-probability deals showing stall signals).
Your quarterly forecast dropped from $180,000 to $155,000 since last week.
Open the Forecast page and check "What changed." The report shows: "Acme Corp deal ($15,000) moved to Lost — competitor chosen. Beta Inc deal ($8,000) close date pushed to next quarter. New deal with Gamma LLC ($3,000) added this week." The net change is -$20,000 + $3,000 = -$17,000, explaining the drop from $180K to $163K (with the remaining $8K explained by probability adjustments on other deals).
The Prospecting Agent helps you find and research potential customers. Describe your ideal customer, add target companies, and let the AI research, score, and draft first-touch outreach.
Go to CRM Configuration > Prospecting. Describe your ideal customer profile (ICP): target industries, company sizes, job titles, geographic focus, product-match terms, and minimum fit score. Example: "B2B SaaS companies with 50-500 employees in the US/UK, selling developer tools, with a VP of Sales or Head of Growth as the primary contact."
Enter company domains or names you want to research. You can also let the AI suggest companies based on your ICP.
The AI enriches each company with available data: size, industry, tech stack, recent news, and fit score with explanation.
For good-fit companies, the AI drafts a personalized first-touch message. Review and approve in the queue.
Each prospect gets a 0-100 fit score based on five factors:
How well the company matches your ideal customer profile (industry, size, location).
Is there evidence they need your product now? Job postings, tech changes, complaints about competitors.
Company size, funding stage, and revenue indicators suggest budget availability.
How relevant your product is to their business based on industry and technology.
Whether you can effectively serve this customer (timezone, language, complexity).
You want to evaluate whether acme.com is worth pursuing.
Add acme.com to the prospecting list. The AI returns: Fit score 78/100 (good fit). Reasons: B2B SaaS, 120 employees, US-based, recently hired a VP of Sales (urgency signal), uses competitor X (product match). Buying signals: visited your pricing page twice last month (from website tracking). Best contact: jane.smith@acme.com (VP of Sales). Drafted opener references their recent hiring and pricing page visits.
Sequences automate multi-step follow-up: a mix of email, wait, task, call, and webhook steps that run automatically after you approve the initial send.
Define the steps: email, wait 3 days, email, wait 5 days, task (call if no reply), email. Each email step has a template you can customize.
Add contacts to the sequence. The AI may also propose enrollment from prospecting results.
Steps run automatically on schedule. If a contact replies at any point, the sequence pauses automatically.
See open rates, reply rates, conversion rates, and unsubscribes per step. Use this to optimize your sequence.
When a contact replies, the AI classifies the reply:
Interested, wants to talk. Sequence pauses, task created for follow-up.
Has concerns but not rejecting. Sequence pauses, task created with objection details.
Wants to stop receiving messages. Contact is suppressed permanently.
Interested but timing is wrong. Sequence pauses, snooze task created.
Not the right contact. Sequence stops, contact flagged for review.
A support question, not a sales response. Sequence pauses, ticket created.
Unsubscribe requests are honored immediately and the contact is suppressed from all future sequences.
Workspace-level daily limit (default: 1,000 emails). Prevents mass sends that trigger spam filters.
Maximum 1 message per contact per day. Prevents overwhelming individual people.
Steps that exceed the daily cap are deferred to the next day. They are never dropped or skipped.
The sequence pauses automatically. Support takes priority over outreach. The sequence can be manually resumed after the support issue is resolved.
Not directly within sequences, but you can create two sequences with different messaging and compare their results.
Lifecycle management helps you protect existing revenue. Each account gets a churn risk score, a health score, an expansion score, and a recommended success playbook.
Visual board showing where every account stands: Lead, Prospect, Opportunity, Customer, Expansion, Renewal, At Risk, Churned.
Accounts flagged with high churn risk. Each shows the top driver (support spike, inactivity, payment failure) and a recommended save play.
Accounts that show signals of readiness to buy more: high usage, feature requests, plan inquiries.
Accounts with upcoming renewal dates. Sorted by risk level and revenue value.
Churn risk is calculated from multiple signals fused together:
Deal health, inactivity, recent losses, declining engagement.
Open ticket count, ticket volume spikes, negative sentiment, escalations.
Login frequency, feature usage, page visits, API calls.
Failed payments, overdue invoices, downgrade requests, cancellation page visits.
For at-risk accounts: reach out proactively, address the concern, offer support, escalate if needed.
For upcoming renewals: confirm satisfaction, review usage, present value, offer incentive if appropriate.
For ready-to-grow accounts: present upgrade options, share success stories, demonstrate ROI.
For underutilizing accounts: offer training, share best practices, enable features they are not using.
A customer who normally logs in daily has not logged in for 2 weeks, and they opened 3 support tickets this month.
The Lifecycle board flags this account as "At Risk" with drivers: inactivity (14 days since last login) and support spike (3x normal ticket volume). Recommended play: proactive outreach call to understand what is happening. Is there a product issue? Are they evaluating competitors? Early intervention can save the account.
The Data Steward agent automatically finds and fixes data quality issues: duplicates, missing fields, inconsistencies, and stale records.
Multiple records for the same person (e.g., john@acme.com and john.doe@acme.com). The steward proposes merging them.
Contacts without email, deals without amounts, companies without domains. Suggests filling from available sources.
Deals without associated contacts, contacts without companies. Proposes linking based on email domain and context.
A deal in "Won" stage with 20% probability, a contact marked "Customer" with no deals, a company with mismatched industry.
Deals that have been in the same stage for too long or contacts whose lifecycle stage does not match their activity.
Go to CRM and find the Data Steward section (or open it from CRM Health).
Green items are safe: clear duplicates, obvious missing data. Approve these in bulk.
Amber items need your judgment: possible duplicates with slight differences, proposed stage changes, company linking. Review each one.
The steward found "John Smith (john@acme.com)" and "J. Smith (john@acme.com)" — same email, different display names.
The steward proposes merging: keep the record with more activity, merge the other record's deals and activities. Review the proposal, adjust the surviving display name if needed, and approve. Both records' history is preserved in the merged contact.
Build My CRM lets you describe your CRM setup in plain English. OpsIQ generates a validated, reversible plan and applies it on approval. No coding, no manual configuration clicking.
Type a plain-English description of your CRM setup. Example: "Create a renewal pipeline with stages: Upcoming, Contacted, Negotiating, Renewed, Lost. Score leads higher when they view pricing twice."
OpsIQ shows a preview of what it will create: pipeline, stages, stage probabilities, scoring rules, lifecycle rules. Review each item.
Click Apply to execute the plan. Every change is recorded as a bundle you can undo in one click.
If something is not right, click Undo to revert the entire bundle. Your CRM returns to its previous state.
Create named pipelines with custom stages, default probabilities, and rotting thresholds.
Boost lead scores based on behavior: "Score higher when they view pricing," "Score lower when they visit careers page."
Automatically advance lifecycle stages: "Move to SQL when they request a demo," "Move to Customer when deal is won."
Add fields to contacts, deals, or companies: text, number, date, select, checkbox, URL, email.
Define the MEDDICC or BANT checklist the Deal Coach grades against.
You manage SaaS subscriptions and need a pipeline for renewals.
Type: "Create a renewal pipeline. Stages: 90 Days Out (10%), 60 Days Out (25%), Contacted (40%), Negotiating (60%), Renewed (100%), Churned (0%). Set the rotting threshold to 14 days." OpsIQ generates the plan, you review it, and click Apply. The pipeline appears on your Pipeline page immediately.
The builder only generates actions it knows how to validate. If you ask for something outside its capabilities (e.g., "Integrate with my custom API"), it will reject the request and explain what it can do instead.
Yes. Every Build My CRM action is captured as a reversible bundle. Go to CRM Health > Change History to see all bundles and undo any of them.
Manual CRM configuration for teams that prefer clicking over typing. All settings that Build My CRM can create are also available as traditional form fields.
Create, rename, reorder, and delete pipelines and stages. Set default win probability per stage. Set the rotting threshold (days without activity before a deal is marked "stalled").
Add fields to deals, contacts, or companies. Field types: text, number, date, select (dropdown with predefined options), checkbox, URL, email. Custom fields appear on the object profile and in filters.
Define the checklist the Deal Coach uses to evaluate deals. Choose MEDDICC, BANT, or a custom set of criteria. Each item can be marked required or optional.
Define automatic stage transitions: when a contact meets a condition (views pricing, submits a form, makes a purchase), their lifecycle stage advances automatically.
Boost or reduce lead scores based on behavior. Examples: "Viewed pricing page = +15 points," "Downloaded whitepaper = +10 points," "Visited careers page = -5 points." Minimum count can be set (e.g., "must view pricing at least 2 times").
Create named filter+sort combinations for contacts, deals, or companies. Share views with your team. Set a default view per object type.
You want contacts who view your pricing page twice or more to get a higher score.
Go to CRM Configuration > Lead Scoring Rules. Click Add Rule. Set: Event = "pageview", URL contains = "/pricing", Minimum count = 2, Score boost = +20. Save. The next time the scorer runs, contacts matching this rule will get +20 to their lead score.
CRM Health is a self-diagnostic page that verifies your CRM is set up correctly and running smoothly.
Database tables exist and have the correct columns. If a migration was missed, CRM Health will flag it.
All CRM agents (Capture, Data Steward, Deal Intelligence, etc.) are registered and healthy. Green = running, amber = needs attention, red = error.
CRM API routes and AJAX endpoints are registered and callable.
The CRM action catalog is registered in the Action Registry. If actions are missing, CRM Health self-heals by re-registering them.
Total contacts, companies, deals, tasks, activities, and events. Useful for verifying imports and ongoing data capture.
After first-time CRM setup, open CRM Health and verify all checks are green. If any are amber or red, click the item for a diagnostic explanation and suggested fix.
Check after initial setup, after major updates, and whenever CRM behavior seems wrong. CRM Health self-heals many issues (like missing action registrations) just by opening the page.
The CRM exposes a complete public REST API and outbound webhooks so it fits any stack without manual exports.
API key (Authorization: Bearer opq_...) with scope crm.read or crm.write. POST to /api/v1.php with action and site_key.
crm.contacts.list (search + filter), crm.contacts.detail (by ID), crm.contacts.upsert (create or update), crm.contacts.save.
crm.deals.list, crm.deals.detail, crm.deals.create, crm.deals.update, crm.deals.advance (all through the Trust Layer).
crm.activities.list (timeline for a contact/deal), crm.activities.record (log a new activity).
crm.events.list (durable change feed with since_id cursor), crm.events.catalog (list available event types).
POST /api/v1.php
Authorization: Bearer opq_live_xxx
Content-Type: application/json
{
"action": "crm.deals.create",
"site_key": "<workspace>",
"title": "Acme renewal",
"amount": 12000,
"pipeline_id": 1,
"stage_id": 2
}Fired when a new contact is added to the CRM.
Fired when a deal moves to a different stage.
Fired when a deal is closed as won.
Fired when a deal is closed as lost.
Fired when a new task is created (manual or AI-generated).
Fired when a prospect replies to a sequence email.
Fired when an AI agent creates a proposal for the approval queue.
All webhook events are HMAC-signed and retried on failure. Subscribe a URL in Settings > Webhooks, or poll crm.events.list with since_id for a durable change feed.
You want every new CRM contact to appear in a Google Sheet for your marketing team.
Set up a webhook subscriber for crm.contact.created. Point it to a Google Apps Script web app or a Zapier webhook URL. The payload includes the contact name, email, company, lead score, and source. Your script appends a row to the Google Sheet for each new contact.
Tickets are your formal support channel. They have departments, priorities, SLA targets, attachments, internal notes, and full conversation threading. Tickets can arrive from the admin, customer portal, email ingestion, chat escalation, or API.
A customer sends a message via email, chat escalation, ticket embed, or the admin creates one. The ticket gets a unique ID (e.g., T-12345).
AI reads the subject and body, assigns priority (Low/Normal/High/Urgent), suggests a department, and detects sentiment. This happens automatically if triage is enabled.
An agent opens the ticket, reads the context (customer profile, platform data from connectors, previous tickets), and writes a reply. AI can draft the reply, and the agent edits before sending.
When the issue is resolved, the agent closes the ticket. The customer is notified. If the customer replies after closing, the ticket reopens automatically.
Move the ticket to a different department (e.g., from General to Billing). Useful when the initial routing was wrong.
Assign the ticket to a specific team member. The assigned agent sees the ticket in their "My tickets" view.
Write a note visible only to staff. Use for: investigation findings, refund reasons, engineering context, previous commitments. Internal notes never appear to customers.
Combine duplicate tickets from the same customer. The merged ticket subject gets a [MERGED] tag. All messages from both tickets are preserved in the surviving ticket.
Insert a pre-written reply template. Variables like {{customer_name}} and {{ticket_id}} are automatically replaced.
Let AI improve your draft reply: adjust tone, shorten/lengthen, fix grammar, or translate. You review the result before sending.
Set to Low, Normal, High, or Urgent. Priority affects SLA timers and sort order.
Set to Open, Pending, Waiting on Customer, Resolved, or Closed.
Subject: Double charge on my account Body: Hi, I just checked my bank statement and I see two charges of $49.99 from your company dated June 3. I only have one subscription. Can you please refund the duplicate charge? This is really frustrating.
Step 1: AI triage assigns Priority: High, Department: Billing, Sentiment: Frustrated. Step 2: Agent opens the ticket. The connector panel shows the customer's Stripe charges — confirmed two charges on June 3. Step 3: Agent adds an internal note: "Confirmed duplicate charge in Stripe. Transaction IDs: ch_xxx and ch_yyy." Step 4: Agent drafts a reply: "Hi [Name], I can see the duplicate charge and I'm processing a refund for the second transaction right now. You should see $49.99 back in your account within 3-5 business days. I'm sorry for the inconvenience." Step 5: Agent triggers the refund action through the Stripe connector (with confirmation). Step 6: Agent sends the reply and sets status to Resolved.
Create departments in Settings > Tickets > Departments. Common departments: General, Billing, Technical, Sales, Abuse, Onboarding. Each department can have different auto-reply rules, AI knowledge, and team assignments.
Create reusable reply templates in Settings > Tickets > Canned Responses. Good canned responses include:
Hi {{customer_name}},
Thanks for reaching out. I checked the details and here is what I found:
{{response_details}}
If you need anything else, just reply to this ticket and I will be happy to help.
Best regards,
{{agent_name}}
{{department_signature}}When a customer sends the same question multiple times (via email and chat, or two separate emails), you can merge the duplicates. Go to the ticket, click Merge, select the other ticket to merge. The surviving ticket gets all messages from both tickets. The merged ticket's subject gets a [MERGED] tag to indicate it was combined.
Non-urgent questions, feature requests, general feedback. Target first response: 24 hours.
Standard support questions. Target first response: 8 hours.
Impacting the customer's business. Target first response: 4 hours.
Service down, security incident, data loss, billing error. Target first response: 1 hour.
SLA timers start when the ticket is created and pause when the status is "Waiting on Customer." If the SLA target is missed, the ticket is highlighted and optionally escalated.
Never. Internal notes are strictly staff-only. They do not appear in the customer ticket portal, email notifications, or any customer-facing surface.
The ticket automatically reopens and returns to the active queue. The team is notified of the new reply.
Yes. Use the Lock Thread option to prevent both customer and AI from adding new replies. Useful for resolved disputes or closed investigations.
Auto-reply lets the AI respond to new tickets automatically. Escalation moves tickets to a different department when the AI detects specialized needs. Both features work across native tickets and email-created tickets.
A new ticket is created from any source (email, chat, portal, API).
OpsIQ waits for the configured delay (default: 2 minutes). This gives human agents a chance to respond first.
If a human agent replies during the delay, auto-reply is cancelled. If not, the AI generates a reply.
The AI reads the ticket, checks knowledge base, connector context, and customer history, then writes a reply. The reply is sent (or queued as a draft for review, depending on settings).
Set which departments can receive escalations (e.g., Billing can be escalated from General, Technical can be escalated from General).
Before auto-replying, the AI classifies the ticket intent: billing, technical, refund, abuse, etc.
If the ticket intent matches an escalation department, the ticket is moved. An internal note explains why.
The reply is generated using the destination department's knowledge and AI training.
Master switch. Turn on to enable AI auto-reply for tickets.
Which departments can receive auto-replies. Start with low-risk departments (General, Sales) before enabling billing.
How long to wait before the AI replies (in seconds). Default: 120 seconds (2 minutes). Set to 0 for instant replies.
Optionally set different delays for business hours vs. after hours.
If a human agent replies first, cancel the auto-reply. Default: on.
Enable automatic department routing based on ticket intent.
Which departments tickets can be escalated to.
What status to set when escalating (e.g., Open, Pending).
Whether to add an internal note explaining the escalation reason.
Tickets created from email (via mailbox polling or MX-piped delivery) follow the same auto-reply and escalation rules. The AI reply is sent as an email response to the customer. Email drafts go to the drafts queue for review if configured.
Only if you enable auto-reply for the Billing department. We recommend starting with auto-reply off for billing and enabling it only after you have trained the AI with comprehensive billing knowledge and tested thoroughly.
If a customer replies saying the answer was wrong, a human agent should intervene. Review AI History to understand why the AI gave the wrong answer, then update the knowledge base or AI training to prevent it from happening again.
Yes. Set the delivery mode to "Draft" instead of "Auto-send." Auto-reply drafts will appear in the Drafts queue for human review before sending.
The ticket portal embed lets you add a ticket management interface to any website. Customers can view their tickets, create new ones, and reply — all without entering the OpsIQ admin.
Renders the ticket portal inside a div on your page. The portal takes the full width of its container.
Shows a floating button that opens the ticket portal in a panel. Similar to a chat widget.
Requires a signed identity token. Customers see only their own tickets.
<script src="https://your-opsiq-domain.com/widget.php" data-site-key="site_abc123" data-mode="tickets" data-identity-token="SERVER_GENERATED_TOKEN" async></script>
For authenticated mode, your server must generate a signed identity token. This token tells OpsIQ who the customer is so they see only their own tickets.
<?php
// Generate identity token (PHP)
$site_secret = "opsiq_whsec_your_secret";
$payload = json_encode([
"site_key" => "site_abc123",
"customer" => [
"id" => "cust_1001",
"email" => "customer@example.com",
"name" => "Ada Lovelace",
],
"iat" => time(),
"exp" => time() + 900, // 15 minutes
]);
$token = base64_encode($payload) . "." . hash_hmac("sha256", $payload, $site_secret);
// Pass $token to the frontend// WHMCS hook — auto-generate identity token
add_hook("ClientAreaPage", 1, function($vars) {
if (!isset($vars["loggedinuser"])) return;
$payload = json_encode([
"site_key" => "site_abc123",
"customer" => [
"id" => $vars["loggedinuser"]["id"],
"email" => $vars["loggedinuser"]["email"],
"name" => $vars["loggedinuser"]["firstname"]." ".$vars["loggedinuser"]["lastname"],
],
"iat" => time(),
"exp" => time() + 900,
]);
$token = base64_encode($payload).".".hash_hmac("sha256", $payload, "opsiq_whsec_xxx");
// Inject into page
});// Node.js / Express — generate identity token
const crypto = require("crypto");
function generateOpsIQToken(customer) {
const payload = JSON.stringify({
site_key: "site_abc123",
customer: {
id: customer.id,
email: customer.email,
name: customer.name,
},
iat: Math.floor(Date.now() / 1000),
exp: Math.floor(Date.now() / 1000) + 900,
});
const sig = crypto.createHmac("sha256", "opsiq_whsec_xxx")
.update(payload).digest("hex");
return Buffer.from(payload).toString("base64") + "." + sig;
}Searchable, status-filtered list. An "Awaiting you" highlight flags tickets the team has answered.
Full conversation view with rich text, attachments, and timestamps.
Customer draft replies are auto-saved so they do not lose work if they navigate away.
The widget polls for new replies every ~12 seconds.
Customers can resolve or reopen their own tickets with one click.
The Chat Inbox is where your team manages live customer conversations. It shows active chats, assigned conversations, AI-handled chats, and archived history.
Conversations currently in progress. Green dot = customer is typing or recently active.
Conversations where the AI is responding. You can take over at any time by clicking "Join."
Conversations assigned to you specifically.
Conversations where the customer is waiting for a response.
Completed conversations. Searchable by keyword, date, and customer.
When you take over a conversation from the AI, follow these three rules:
Introduce yourself by name. "Hi, this is Sarah from the support team."
Show you read the conversation. "I can see you asked about your order status."
Tell the customer what happens next. "I am looking into this now and will have an answer for you in a few minutes."
Use the AI toggle at the top of each conversation. When AI is on, the AI generates responses. When off, only human agents can reply. The AI remembers the conversation context even when turned off and back on.
Configure business hours in Settings. Outside business hours, the AI can: (1) Continue responding to customers, (2) Show an "away" message and create a ticket for follow-up, or (3) Disable chat completely and show the ticket form. Choose the behavior that fits your support model.
Do not match the customer's emotional intensity. Acknowledge their frustration without being defensive.
Before responding, gather the relevant information: order details, account status, previous tickets.
If the situation involves refunds, legal threats, abuse, or security, escalate to a senior team member rather than trying to handle it alone.
Yes. Use internal notes within a conversation to communicate with other agents. These notes are never visible to the customer.
The conversation moves to the Archive. If the customer sends a new message later, a new conversation is created.
These examples show how a well-trained Customer AI should handle common scenarios. Use them to test your AI training and identify gaps.
Customer: Hi, I placed an order 3 days ago and haven't received any shipping notification yet. Order #ORD-5523.
The AI should: (1) Look up order #ORD-5523 through the connector. (2) Report the current status and tracking info if available. (3) If the order is delayed, acknowledge the delay and provide an estimated timeline. (4) Do NOT invent a shipping status if the connector does not have one.
Customer: How much does your Pro plan cost? Do you offer annual billing?
The AI should: (1) Answer from the knowledge base with current pricing. (2) Explain the difference between monthly and annual billing. (3) If the answer is not in the knowledge base, say so and offer to connect them with sales. (4) Do NOT invent pricing that is not in the knowledge base.
Customer: This is ridiculous! Your product does not work and I want my money back NOW.
The AI should: (1) Acknowledge the frustration calmly. (2) Ask for the order number or account email. (3) Explain the refund process. (4) Create a support ticket or escalate to a human agent. (5) Do NOT promise a refund — that requires human approval.
Customer: I was charged twice this month. My bank shows two charges of $29.99.
The AI should: (1) Acknowledge the concern. (2) Collect the relevant details (email, dates of charges). (3) Explain that billing issues require human review. (4) Create a Billing department ticket with the details. (5) Set priority to High.
Customer: Bonjour, je voudrais savoir si vous livrez en France?
The AI should: (1) Respond in the customer's language if that language is supported. (2) Answer the question about delivery to France from the knowledge base. (3) If the language is not supported, respond in the default language and mention which languages are available.
Customer: Hello, is anyone there? I need help with my account.
The AI should: (1) If configured for after-hours AI, respond and assist. (2) If after-hours creates tickets, say: "Our team is currently offline. I have created a support ticket for you and someone will follow up during business hours." (3) Provide the ticket number.
Customer: How does your product compare to [Competitor X]?
The AI should: (1) Describe your product's strengths factually. (2) Do NOT badmouth the competitor. (3) If there is a comparison page in the knowledge base, link to it. (4) If the customer asks about features you do not have, be honest.
Customer: I run a small online store with about 100 orders per month. Which plan is right for me?
The AI should: (1) Ask clarifying questions if needed (e.g., what features matter most). (2) Recommend a plan based on the knowledge base. (3) Explain why that plan fits their needs. (4) Mention that they can start with a smaller plan and upgrade later.
Customer: I saw online that you give 50% discounts. Can I have one?
The AI should: (1) Politely explain current promotions if any exist. (2) Do NOT create or promise discounts that are not in the knowledge base. (3) If the customer persists, offer to connect them with the sales team.
Customer: How do I export my data? I can't find the export button.
The AI should: (1) Provide step-by-step instructions from the knowledge base. (2) Include the exact page path and button location. (3) If the feature requires a specific plan, mention that. (4) If the feature does not exist, be honest and suggest alternatives.
OpsIQ can connect to email mailboxes to automatically create tickets from incoming email and send replies as email. It also provides AI-drafted replies for human review.
IMAP (most providers), Gmail API (Google Workspace), or Microsoft Graph (Outlook 365).
Host, port, encryption (SSL/TLS), username, password or app password, folder (usually INBOX).
Map the mailbox to a ticket department. Emails to support@company.com create tickets in the "Support" department.
Go to Google Account > Security > 2-Step Verification and enable it.
Go to Google Account > Security > App Passwords. Select "Mail" and "Other (OpsIQ)". Copy the 16-character password.
Go to Email > Mailboxes > Add. Set host: imap.gmail.com, port: 993, encryption: SSL, username: your@gmail.com, password: the app password.
Click Test Connection. If successful, OpsIQ will start polling for new emails at the configured interval.
In Outlook settings > Mail > Sync email, ensure IMAP is enabled.
If MFA is enabled, create an app password. Otherwise, use your regular password.
Host: outlook.office365.com, port: 993, encryption: SSL, username: your@company.com.
In cPanel > Email Accounts, click your email account for IMAP settings.
Host: usually mail.yourdomain.com or your server hostname, port: 993 (SSL) or 143 (STARTTLS), username: full email address.
When auto-reply is set to "Draft" mode, the AI generates reply drafts that appear in the Drafts queue. You can:
Read the draft and check for accuracy.
Modify the text, tone, or content before sending.
Approve the draft and send it as an email reply.
Delete the draft if it is not appropriate.
If confidence is high enough and auto-send is enabled, drafts are sent automatically after a configurable delay.
Check: (1) Is the mailbox connected and healthy? Look for green status in Email > Mailboxes. (2) Is the cron job running? Email polling requires cron. (3) Is the email being filtered or moved to a folder other than INBOX?
Yes. Each mailbox can be mapped to a different department. support@company.com goes to Support, billing@company.com goes to Billing.
AI Configuration is where you choose your AI provider, model, and cost controls. OpsIQ supports multiple providers: Claude (Anthropic), GPT-4o (OpenAI), Gemini (Google), and Grok (xAI). You can use your own API key (BYOK) or Managed AI if available on your plan.
Strong reasoning, careful with facts, good at following complex instructions. Models: claude-sonnet-4-20250514, claude-3.5-sonnet. Best for: support conversations, technical questions, detailed analysis.
Fast, creative, good general knowledge. Models: gpt-4o, gpt-4o-mini. Best for: quick responses, creative writing, broad knowledge questions.
Good at factual questions, multi-language support. Models: gemini-2.0-flash, gemini-1.5-pro. Best for: multi-language support, factual lookups.
Fast, concise responses. Models: grok-3-mini-fast. Best for: quick answers, casual tone.
You provide your own API key from the provider. You pay the provider directly. Full control over model selection and usage.
AI is provided as part of your OpsIQ plan. No API key needed. Usage is metered against your plan's AI credit balance.
In the OpsIQ admin, navigate to Settings > AI Configuration.
Choose your AI provider from the dropdown.
If using BYOK, enter your API key. For Managed AI, this is handled automatically.
Select the specific model to use. Smaller models are faster and cheaper. Larger models give better quality answers.
Click "Test connection" to verify the API key and model are working. A green checkmark means success.
Click Save to activate your AI configuration.
Set a maximum monthly spend on AI tokens. When the budget is reached, AI features gracefully degrade (shorter responses, no auto-reply) rather than stopping entirely.
Maximum tokens per single conversation. Prevents runaway conversations from consuming excessive credits.
When your AI credit balance drops below the threshold (default: 50,000 tokens), a warning appears in the admin. Set this in AI Configuration.
AI configuration is per-workspace. If you manage multiple sites, each workspace can use a different provider, model, and budget. The workspace inherits global defaults unless overridden. To configure per workspace: switch to the workspace, then go to AI Configuration and save settings there.
Go to console.anthropic.com > API Keys > Create Key. Copy the key starting with "sk-ant-".
Go to platform.openai.com > API Keys > Create new secret key. Copy the key starting with "sk-".
Go to aistudio.google.com > Get API Key. Create a key for your project. Copy the key.
Go to console.x.ai > API Keys. Create and copy your key.
After entering your API key, click "Test connection." You should see a green checkmark and a sample response from the AI.
If the test fails: (1) Check that the API key is correct (no extra spaces). (2) Check that your account has billing set up with the provider. (3) Check that the model name is valid. (4) If using Managed AI, verify your license is active.
There is no single best provider. Claude is excellent for support conversations. GPT-4o is fast and versatile. Gemini handles multiple languages well. Try each one and see which produces the best results for your specific use case.
Yes. Change the provider and API key at any time. Existing conversation history is preserved. The AI will use the new provider for all future conversations.
The AI degrades gracefully: responses become shorter, auto-reply pauses, and the admin shows a low-balance warning. Core tracking, tickets, and CRM continue working without AI.
AI Training is where you teach OpsIQ how to behave. You write prompts that define personality, boundaries, knowledge focus, and escalation rules. Think of it as writing a training manual for a new support agent.
Controls how the AI talks to your customers in the chat widget. This is the most important prompt to get right.
Controls how the AI assists your admin team in the operator dashboard. This handles internal queries and action execution.
Your customer AI prompt should cover these areas:
Who is the AI? Give it a name, role, and personality. Example: "You are Luna, a friendly and knowledgeable customer support assistant for Acme Store."
How should it communicate? Example: "Be professional but warm. Use simple language. Avoid jargon. Keep responses concise (2-3 paragraphs max)."
What should it know and not know? Example: "You know about our products, pricing, shipping, and return policy. You do NOT know about competitor products or internal company decisions."
When should it hand off to a human? Example: "Escalate to a human agent when: the customer asks for a refund, mentions legal action, reports a security issue, or asks the same question three times."
Hard boundaries. Example: "Never promise refunds. Never share internal pricing formulas. Never make up product features that do not exist. Never give medical, legal, or financial advice."
You are Aria, a friendly customer support assistant for TechGear. PERSONALITY: - Warm and professional - Concise (2-3 paragraphs max per response) - Use simple language, no jargon - If unsure, say so honestly KNOWLEDGE: - Our products: laptops, accessories, software subscriptions - Pricing: as listed in the knowledge base - Shipping: free over $50, 3-5 business days standard, 1-2 days express ($12) - Returns: 30-day money-back guarantee, must be in original condition ESCALATION (hand off to human): - Refund requests over $100 - Account security concerns - Legal threats or complaints - Customer explicitly asks for a human NEVER DO: - Promise specific delivery dates (say "estimated") - Share discount codes not in the knowledge base - Make up product specifications - Give financial or legal advice
You are Atlas, an AI assistant for CloudHost web hosting. TONE: Technical but accessible. Assume the customer has basic web knowledge. KNOWLEDGE: - Shared hosting, VPS, dedicated servers - cPanel, DNS, SSL, email configuration - WordPress, Joomla, Drupal installation - Common error codes and troubleshooting ESCALATION: - Server outages affecting multiple customers - Data loss or security breach reports - Billing disputes over $50 - Complex migration requests BOUNDARIES: - Do NOT access customer servers or databases - Do NOT change DNS records or passwords - Always recommend the customer makes changes themselves - For code issues, suggest steps but clarify you cannot debug their application
Start with identity, tone, and key boundaries. Do not try to cover everything on day one.
Read conversations where the AI gave wrong or suboptimal answers.
Add specific rules for recurring issues. Example: if the AI keeps promising refunds, add "Never promise a refund — say you will escalate to the billing team."
If the AI cannot answer a question, add the answer to the Knowledge Base rather than trying to fit everything in the prompt.
The prompt defines personality, boundaries, and rules. The knowledge base provides factual information (product details, pricing, policies). The AI reads both, but the prompt shapes behavior while the KB provides answers.
The prompt is per-workspace. If you need different AI behavior for different departments, use the knowledge base to provide department-specific information and mention the department context in your prompt.
AI History shows every conversation the AI has had with customers and admins. Use it to audit AI performance, find wrong answers, and identify training gaps.
When the conversation happened.
Name and email if known, otherwise IP and country.
Chat widget, ticket auto-reply, email draft, or admin AI.
Full transcript of the conversation: customer messages and AI responses.
How many tokens the conversation consumed. High token usage may indicate the AI is giving overly verbose answers or the conversation went in circles.
Any actions the AI executed during the conversation (looked up order, created ticket, etc.).
If CSAT is enabled, the customer's satisfaction rating for this conversation.
Search for specific topics to see how the AI handles them. Example: search for "refund" to check if the AI is following your refund policy.
Show only low-rated conversations to focus on dissatisfied customers.
Show only ticket auto-replies to audit automated responses separately from chat.
High-token conversations may indicate problems: the AI rambling, going in circles, or failing to answer the question.
Read the full transcript. What went wrong? Was it a knowledge gap, a tone issue, or a wrong answer?
These might indicate confusion. Was the AI repeating itself? Did it fail to understand the question?
For knowledge gaps, add articles to the Knowledge Base. For behavior issues, update the AI prompt. For recurring wrong answers, add explicit correction rules.
You search AI History for "installation" and find 15 conversations where the AI said "I do not have specific installation instructions for this product."
This means your Knowledge Base is missing installation guides. Create knowledge base articles for each product's installation steps. After adding them, test by asking the AI installation questions.
AI Insights automatically analyzes conversation patterns and surfaces actionable findings: common questions, satisfaction trends, knowledge gaps, and escalation patterns.
The most frequently asked questions. If "How do I reset my password?" is #1, your knowledge base needs a prominent password reset guide.
CSAT scores over time. Is AI satisfaction improving or declining? Sudden drops may indicate a knowledge base change that broke something.
What percentage of conversations does the AI resolve without human intervention? A rate above 70% is good. Below 50% means the AI needs more training.
Why conversations get handed off to humans. Common reasons: customer requested human, AI could not answer, sensitive topic, billing issue.
Topics where the AI frequently says "I don't know" or gives low-confidence answers.
How many messages per conversation. Very long conversations (10+ messages) might indicate the AI is not understanding the question.
AI Insights shows that 23% of escalations are "Customer asked about warranty" and the AI could not answer.
This is a clear knowledge gap. Steps: (1) Write a comprehensive warranty article in the Knowledge Base covering all warranty terms, claim process, and exclusions. (2) Update the AI prompt to reference warranty information. (3) Monitor AI Insights next week to see if warranty escalations decrease.
The Admin AI (Ask OpsIQ) helps your team manage OpsIQ from within the admin dashboard. You can ask it to look up data, explain features, summarize tickets, and execute platform actions.
Ask: "Show me all tickets from john@example.com" or "What is the status of order #ORD-5523?"
Ask: "Summarize the last 10 tickets" or "What are the top support issues this week?"
Ask: "How do I set up auto-reply?" or "What does the bounce rate card mean?"
Ask: "Create a ticket for john@example.com about billing" or "Close ticket T-12345"
Ask: "How many visitors did we get yesterday?" or "What is our revenue this month?"
Admin asks: "Find customer john@example.com and show me their recent activity"
The AI looks up the customer across all connected data sources: visitor sessions, tickets, chat conversations, orders, and CRM contacts. It returns a summary of recent activity with links to each item.
Admin asks: "What happened today?"
The AI summarizes: "Today you had 245 visitors (up 12%), 8 new tickets (3 resolved by AI), 2 new orders totaling $198, and 1 chat escalation about a shipping delay."
Admin asks: "Change ticket T-5523 priority to Urgent"
The AI confirms: "I will change ticket T-5523 priority from Normal to Urgent. This will affect the SLA timer. Confirm?" You confirm, and the action is executed.
This section covers common customer-facing AI scenarios with expected behavior and training tips.
Customer: "Where is my order #12345?"
Expected AI behavior: (1) Look up the order through the platform connector. (2) Report current status (processing, shipped, delivered). (3) Include tracking number if available. (4) If the order is delayed, acknowledge and provide estimated timeline. (5) Never invent tracking information.
Customer: "I forgot my password and cannot log in"
Expected AI behavior: (1) Provide the password reset steps from the knowledge base. (2) Include the reset link or page path. (3) Mention that the reset email may take a few minutes. (4) Suggest checking spam folder. (5) If the customer still cannot reset, escalate to a human.
Customer: "Can you add dark mode to the mobile app?"
Expected AI behavior: (1) Thank them for the suggestion. (2) Explain how feature requests are handled (logged, reviewed, prioritized). (3) Do NOT promise the feature will be built. (4) If a similar feature exists, mention it.
Customer: "I was charged but my service is not working"
Expected AI behavior: (1) Acknowledge the frustration. (2) Check the service status if possible. (3) Escalate to the billing department with all details. (4) Do NOT promise a refund. (5) Set ticket priority to High.
Customer: "What is the weather like in London today?"
Expected AI behavior: (1) Politely redirect. "I am your [Company] support assistant and can help with questions about our products and services. For weather information, try a weather service." (2) Ask if they have a product question.
Open your website in a private/incognito browser and chat with the AI as a customer. Try common questions, edge cases, and adversarial scenarios. Check that the AI follows your prompt rules and uses knowledge base content correctly.
The Knowledge Base is a library of articles that the AI uses to answer questions. When a customer asks something, the AI searches the knowledge base for relevant articles and uses them to generate an accurate, grounded response.
"What is your return policy?"
OpsIQ finds the "Return Policy" article by matching keywords and semantic meaning.
The AI reads the article and writes a natural-language answer based on the article content.
The response is grounded in your actual policy, not the AI's general training data.
Write a separate article for each topic: return policy, shipping rates, account setup, password reset. Do not combine unrelated topics.
Start with the question customers ask, then provide the answer. This helps the AI match questions to articles.
"Returns must be initiated within 30 days of delivery" is better than "We have a return policy."
What about international returns? What about digital products? What about items bought on sale? Cover the exceptions.
Review articles quarterly. Delete outdated information. Update pricing, policies, and procedures when they change.
Shipping costs, delivery times, tracking, international shipping, and handling delays.
Return window, conditions, process, refund timeline, and exceptions.
Password reset, email change, account deletion, and data export.
Plan descriptions, billing cycle, payment methods, invoices, and currency.
How to use each product or feature. Step-by-step instructions with screenshots.
Common problems and solutions. Error messages and their fixes.
Business hours, support channels, response times, and escalation paths.
Privacy policy summary, terms of service summary, GDPR data requests.
Each connector can contribute knowledge to the AI. When a connector is enabled, its built-in knowledge articles (product catalog, common questions, platform-specific troubleshooting) are automatically available to the AI. You can toggle connector knowledge on or off per connector in the Connector settings.
The knowledge base has a configurable token ceiling (default: 32,000 tokens) that controls how much knowledge context is sent to the AI per conversation. If your knowledge base is very large, the AI selects the most relevant articles within this budget. Increase the ceiling if the AI is not finding relevant articles; decrease it if you want to reduce token costs.
Start with 5-10 articles covering your most common questions. Add more as you identify gaps through AI History and AI Insights. Most businesses need 20-50 articles for comprehensive coverage.
Currently, articles are created manually in OpsIQ. You can copy-paste content from existing FAQs, help centers, or documents.
Plain text works best. The AI understands natural language better than structured HTML or markdown. Write as you would explain to a customer.
Connectors link OpsIQ to external platforms: e-commerce stores, billing systems, payment processors, email providers, and custom APIs. Once connected, the AI can look up orders, customer data, subscriptions, and more — and take actions with your approval.
Web hosting billing: clients, services, tickets, invoices, domains, servers.
E-commerce: orders, customers, products, inventory, payments, webhooks, GDPR.
WordPress e-commerce: orders, customers, products, coupons, shipping.
Payments: charges, customers, invoices, subscriptions, payouts, disputes.
African payments: transactions, customers, plans, subscriptions.
E-commerce: orders, customers, products, categories, brands.
E-commerce: orders, customers, products, categories, inventory.
E-commerce: orders, customers, products, cart rules, carriers.
E-commerce: orders, customers, products, categories.
Legacy e-commerce: orders, customers, products.
Helpdesk: tickets, users, organizations, comments.
Local business: reviews, posts, Q&A, insights. Uses OAuth.
Email delivery: send transactional emails via Amazon SES.
Email delivery: send transactional emails via Postmark.
Email delivery: send transactional emails via Resend.
Email delivery: send emails and manage templates via SendGrid.
Email delivery: send emails via Mailgun.
Navigate to Connectors in the admin sidebar.
Browse the list or search. Connectors are grouped by category.
Click the connector and toggle Enable.
Fill in the required fields: API key, URL, tokens, etc. Each connector has specific requirements documented in its settings panel.
Click "Test Connection." A green result means the connector can reach the external platform. A red result shows the error.
Choose which features to enable: knowledge sync, webhook sync, AI actions. Not all connectors support all features.
The AI can look up customer data, orders, subscriptions, and more through the connector. When a customer chats, the AI has real platform data to reference.
The AI can perform actions through the connector: create tickets, update orders, cancel subscriptions — all with your approval through the Trust Layer.
Connectors contribute platform-specific knowledge articles to the AI. Shopify connector adds e-commerce troubleshooting; WHMCS connector adds hosting knowledge.
Some connectors register webhooks with the external platform for real-time event notifications (new orders, ticket updates, etc.).
E-commerce connectors feed revenue data into the Sales dashboard for attribution and analytics.
Yes. You can have Shopify for orders and Stripe for payments in the same workspace. The AI merges data from all enabled connectors.
Use the Connector Builder to create a custom connector for any platform with a REST API. Or check the Marketplace for community-built connectors.
Yes. Connectors work identically in both cloud and self-hosted editions.
Every connector declares a set of actions: things the AI can do through the external platform. Actions are the bridge between "the AI says" and "the AI does."
"Cancel my subscription." The AI identifies this requires the "cancel_subscription" action.
Is this action allowed? Is it enabled? Does the current user have the right role?
The action needs a subscription ID. The AI looks it up from the customer context or asks the customer.
For destructive or high-impact actions, the AI asks for confirmation before executing.
The action calls the external platform API.
The AI reports the result to the customer.
Look up data without changing anything. Examples: list_orders, get_customer. Safe, no confirmation needed.
Create or modify data. Examples: create_ticket, update_order. May require confirmation.
Remove data. Examples: cancel_subscription. Always require confirmation.
Declared in actions.json — generic API calls defined declaratively.
Implemented in PHP in the connector class. Full control over logic.
{
"lookup_order": {
"label": "Look up an order",
"description": "Find an order by ID or email",
"method": "GET",
"endpoint": "/admin/api/2024-01/orders.json",
"params": {
"order_id": { "type": "string", "label": "Order ID" },
"email": { "type": "email", "label": "Customer email" }
}
}
}The Connector Builder lets you create a complete connector for any platform with a REST API. No coding required for basic connectors.
Give your connector a name, slug, description, and category.
Choose: API key (header or query), Bearer token, Basic auth, or OAuth 2.0 (with PKCE).
The root URL for all API calls. Example: https://api.example.com/v2
Define actions with: name, HTTP method, endpoint path, parameters, and response mapping.
Write knowledge base articles specific to this platform.
Enter test credentials and run each action to verify it works.
Generate the connector package: actions.json, knowledge.json, profile.json, and optionally PHP code.
A static key sent in a header or query parameter. Simplest method.
Token sent in the Authorization header. Common for modern APIs.
Username and password encoded in the Authorization header.
Full authorization code flow with PKCE. OpsIQ handles redirect, exchange, and refresh via OAuthHelper.
Uses offset and limit parameters. Example: ?offset=100&limit=50.
Uses page number. Example: ?page=3&per_page=50.
Uses a cursor token from the previous response.
Uses the Link response header with rel="next".
<?php
namespace OpsIQ\Connectors\MyPlatform;
use OpsIQ\Connectors\AbstractConnector;
class MyPlatformConnector extends AbstractConnector
{
public function identifier(): string { return "myplatform"; }
public function label(): string { return "My Platform"; }
public function testConnection(): array
{
$resp = $this->http("GET", "/me");
return $resp["ok"]
? ["status" => "ok", "message" => "Connected"]
: ["status" => "error", "message" => $resp["error"]];
}
protected function runAction(string $action, array $params): array
{
return match ($action) {
"list_customers" => $this->http("GET", "/customers", [
"query" => ["page" => $params["page"] ?? 1],
]),
default => ["error" => "Unknown action: $action"],
};
}
}Step-by-step recipes for common connector setups.
Goal: Connect Shopify with automatic order sync and GDPR compliance.
1. Create a custom app in Shopify admin (Settings > Apps > Develop apps). 2. Grant scopes: read_orders, read_customers, read_products, write_customers. 3. Copy the Admin API access token. 4. In OpsIQ Connectors > Shopify, enter store domain and token. 5. Click Test Connection. 6. Enable Webhook sync — OpsIQ registers order/customer webhooks automatically. 7. GDPR webhooks register automatically (data_request, customers/redact, shop/redact). 8. Verify: place a test order, check it appears in OpsIQ Sales within 30 seconds.
Goal: Connect WHMCS so AI can look up clients, services, tickets, and invoices.
1. In WHMCS admin, Setup > Staff Management > Manage API Credentials. Create a key. 2. In OpsIQ Connectors > WHMCS, enter URL, API identifier, and secret. 3. Click Test Connection. 4. Install the WHMCS module addon for ticket relay. 5. Verify: ask the admin AI "Find client john@example.com" — WHMCS data should appear.
Goal: Track Stripe payments and let AI look up transactions.
1. In Stripe Dashboard > Developers > API keys, create a restricted key (read: Customers, Charges, Invoices, Subscriptions). 2. In OpsIQ Connectors > Stripe, enter the restricted key. 3. Test Connection. 4. Add webhook endpoint in Stripe: https://your-domain.com/connectors.php?slug=stripe 5. Select events: charge.succeeded, invoice.paid, customer.subscription.updated. 6. Copy the webhook signing secret to OpsIQ. 7. Verify: make a test payment, check it in OpsIQ Sales.
Goal: Connect GBP for review management, posts, and insights.
1. Create a Google Cloud project, enable Business Profile API. 2. Create OAuth 2.0 credentials (Web application). 3. Set redirect URI: https://your-domain.com/connectors.php?slug=google_business_profile 4. In OpsIQ, enter Client ID and Client Secret. 5. Click Authorize, sign in, grant access. 6. Select your business location. 7. Verify: reviews, posts, and insights should appear.
The Marketplace lets you discover, install, and publish connectors built by the community.
Go to Connectors > Marketplace. Search by name, category, or platform.
Check the description, supported actions, and ratings.
Click Install. The connector package downloads and installs to marketplace_connectors/.
Enable it in Connectors, enter API credentials, and test.
Use the Connector Builder. Verify all actions work.
Generate profile.json, actions.json, knowledge.json, and PHP files.
Run php tools/resign_all_connectors.php to sign the package.
Upload through the marketplace submission flow for review.
Ship with OpsIQ. Maintained by the OpsIQ team.
Installed from marketplace. Can be declarative or custom PHP.
The API and Webhook Builder lets you create custom API endpoints and webhook listeners inside OpsIQ without writing raw PHP.
An external system sends HTTP POST to your OpsIQ webhook URL.
Run on a schedule: hourly, daily, weekly, or custom cron expression.
Run when a specific OpsIQ event fires: ticket.created, chat.started, etc.
Run manually from the admin interface.
Send HTTP POST to an external URL with a custom payload.
Create a support ticket with specified department, subject, and message.
Send an email with a custom template.
Update a customer, ticket, or CRM record.
Execute a connector action.
Ready-to-use trigger-action recipes for common automations.
Monitoring system sends POST when server goes down.
Trigger: Inbound webhook Condition: payload.status = "down" Action: Create ticket — Dept: Technical, Subject: "Server {{payload.hostname}} down", Priority: Urgent
Slack message every time a customer places an order over $100.
Trigger: Event (order.completed) Condition: order.amount > 100 Action: Send webhook to Slack incoming webhook URL with order details
Summary email to management every Monday at 9am.
Trigger: Schedule (Monday 09:00) Action: Send email with last week's stats pulled from the REST API
If a ticket has no reply for 24 hours, assign to team lead.
Trigger: Schedule (every hour) Condition: ticket.status = "Open" AND ticket.last_reply_age > 86400 Action: Assign to team-lead, add internal note
This walkthrough creates a simple connector action from scratch.
Example: "lookup_product" — look up a product by name, return price, stock, and description.
Add the action definition:
{
"lookup_product": {
"label": "Look up a product",
"description": "Find a product by name",
"method": "GET",
"endpoint": "/api/products/search",
"params": {
"name": { "type": "string", "label": "Product name", "required": true }
},
"response_mapping": {
"id": "$.data.id",
"name": "$.data.name",
"price": "$.data.price",
"stock": "$.data.stock_quantity"
}
}
}In connector settings, use dry-run to test with sample data.
Ask admin AI: "Look up product Widget Pro." The AI should find and execute the action.
Webhooks let external systems notify OpsIQ when something happens (inbound), and let OpsIQ notify external systems when something happens internally (outbound).
Go to Settings > Webhooks. Add an endpoint URL and select events to receive.
ticket.created, ticket.replied, chat.started, chat.message, order.completed, crm.deal.stage_changed, crm.contact.created, etc.
Failed deliveries retry with exponential backoff. After 15 consecutive failures, the endpoint is auto-disabled.
Every request includes an HMAC signature in X-OpsIQ-Signature. Always verify.
OpsIQ will not send to private/internal IPs (127.x, 10.x, 172.16.x, 192.168.x, 169.254.169.254).
Webhooks are delivered via the job queue, not blocking OpsIQ operations.
Each event has a unique event_id that stays the same across retries for deduplication.
<?php
$payload = file_get_contents("php://input");
$signature = $_SERVER["HTTP_X_OPSIQ_SIGNATURE"] ?? "";
$secret = "opsiq_whsec_your_secret";
$expected = hash_hmac("sha256", $payload, $secret);
if (!hash_equals($expected, $signature)) {
http_response_code(401);
exit(json_encode(["error" => "Invalid signature"]));
}
$event = json_decode($payload, true);
// Process the event...
http_response_code(200);
echo json_encode(["received" => true]);const crypto = require("crypto");
app.post("/opsiq-webhook", (req, res) => {
const payload = JSON.stringify(req.body);
const sig = req.headers["x-opsiq-signature"];
const expected = crypto.createHmac("sha256", "opsiq_whsec_xxx")
.update(payload).digest("hex");
if (!crypto.timingSafeEqual(Buffer.from(expected), Buffer.from(sig || "")))
return res.status(401).json({ error: "Invalid signature" });
console.log("Webhook:", req.body);
res.json({ received: true });
});Use ngrok to expose your local server. Set the webhook endpoint to your ngrok URL.
OpsIQ retries with exponential backoff. If your endpoint recovers within the retry window, no events are lost.
API keys authenticate requests to the OpsIQ REST API. Each key has scoped permissions.
Navigate to API key management.
Give it a descriptive name.
Choose permissions: analytics.read, tickets.read, tickets.write, crm.read, crm.write, etc.
Shown once. Starts with "opq_". Store it securely.
The OpsIQ widget is a JavaScript snippet you add to your website for tracking, AI chat, ticket creation, and customer identification.
<script src="https://your-opsiq-domain.com/widget.php" data-site-key="site_abc123" async></script>
Paste before the closing </body> tag. The script loads asynchronously and does not block page rendering.
Required. Your site key from Connected Sites.
Optional. "chat" (default), "tickets", or "both".
Optional. "bottom-right" (default) or "bottom-left".
Optional. Primary color hex code.
Optional. Initial greeting message.
Optional. UI language: "en", "es", "fr", "de", "pt", "ar", etc.
Optional. Server-generated signed identity token.
// Manually notify OpsIQ of a route change (for custom routers)
window.OpsIQ = window.OpsIQ || [];
window.OpsIQ.push(["pageview", {
url: window.location.href,
title: document.title,
}]);script-src 'self' https://your-opsiq-domain.com; connect-src 'self' https://your-opsiq-domain.com; frame-src https://your-opsiq-domain.com;
No. Under 15 KB gzipped, loads async after page content.
Use data-color for primary color. Contact support for CSS override options.
Platform-specific installation guides.
Add to all pages of a WordPress site.
Option 1: Edit theme footer.php, paste snippet before </body>. Option 2: Use "Insert Headers and Footers" plugin > Scripts in Footer. Option 3: Use a child theme footer.php to survive theme updates.
Add to your Shopify store.
Online Store > Themes > Edit Code > Layout > theme.liquid. Paste before </body>. Save.
Add to a React or Next.js app.
In Next.js, use next/script in app/layout.tsx: import Script from "next/script"; <Script src="https://your-opsiq.com/widget.php" data-site-key="site_abc" strategy="lazyOnload" />
Add to your WHMCS client area.
Setup > General Settings > Other > Global Footer Content. Paste the snippet. Or edit your template footer.tpl.
Add via GTM.
Create Custom HTML tag, paste snippet. Trigger: All Pages. Publish.
Identity connects anonymous visitors to known customers. When identified, OpsIQ links browsing history, chats, and tickets to the customer profile.
window.OpsIQ = window.OpsIQ || [];
window.OpsIQ.push(["identify", {
email: "customer@example.com",
name: "Jane Smith",
customer_id: "cust_1001",
plan: "pro",
company: "Acme Inc",
}]);<?php
$secret = "opsiq_whsec_your_secret";
$payload = json_encode([
"site_key" => "site_abc123",
"customer" => [
"id" => $user->id,
"email" => $user->email,
"name" => $user->name,
],
"iat" => time(),
"exp" => time() + 900,
]);
$token = base64_encode($payload) . "." . hash_hmac("sha256", $payload, $secret);They become anonymous until they log in again. OpsIQ links the new anonymous record when re-identified.
OpsIQ provides SDK packages and plugins for common platforms.
Composer package: identity token generation, REST API client, webhook signature verification.
Browser-side: tracking, identity, custom events, chat control.
Widget injection, identity from WP user sessions, WooCommerce sync.
Full integration: widget, ticket relay, identity, admin AI.
App embed with automatic customer identity.
composer require opsiq/sdk
use OpsIQ\SDK\Identity;
$token = Identity::createToken(
siteKey: "site_abc123",
secret: "opsiq_whsec_your_secret",
customer: ["id" => "cust_1001", "email" => "user@example.com", "name" => "Jane"]
);
use OpsIQ\SDK\Client;
$client = new Client("opq_your_key", "https://your-opsiq.com");
$tickets = $client->tickets()->list(["status" => "open"]);The OpsIQ REST API lets you programmatically access all platform features.
POST https://your-opsiq-domain.com/api/v1.php
Authorization: Bearer opq_your_api_key
Content-Type: application/json
{
"action": "endpoint.name",
"site_key": "site_abc123"
}Get visitor data. Params: days, page, per_page.
Get session data. Params: days, search, source.
List tickets. Params: status, department, priority.
Create a ticket. Params: subject, message, department, customer_email, priority.
Reply to a ticket. Params: ticket_id, message, internal.
List CRM contacts. Params: search, lifecycle_stage.
List CRM deals. Params: pipeline_id, stage_id, status.
Send a custom event. Params: event, customer_email, properties.
60 requests per minute per API key. HTTP 429 when exceeded.
Response includes how long to wait.
Exponential backoff. Do not retry immediately.
Yes. Available at /api/docs/ on your OpsIQ installation.
Send custom events from your server or website to OpsIQ for analytics, experiments, CRM triggers, and webhook conditions.
window.OpsIQ = window.OpsIQ || [];
window.OpsIQ.push(["track", "button_clicked", {
button: "signup",
page: "/pricing",
variant: "green"
}]);POST /api/v1.php
Authorization: Bearer opq_your_key
Content-Type: application/json
{
"action": "events.send",
"site_key": "site_abc123",
"event": "subscription.upgraded",
"customer_email": "user@example.com",
"properties": {
"old_plan": "starter",
"new_plan": "pro",
"mrr_change": 50
}
}"order.completed" not "orderCompleted".
"button.clicked" not "button.click".
"pricing.plan_selected" not "user_action".
Understanding the data flow helps you debug integrations and optimize performance.
The JavaScript widget sends page views, clicks, and chat messages to /beacon.php.
Events stored in opsiq_events with site_key, event type, customer, and properties.
Session builder groups page views into sessions (via cron).
When identified, anonymous records are linked to the customer profile.
Connectors pull data from external platforms and store in the connector cache.
AI assembles context from: visitor history, customer profile, connector data, KB, and prompt.
Internal event fires (ticket.created, chat.message, order.completed).
Event placed in the async job queue.
Dispatcher signs and sends to all subscribed endpoints.
Failed deliveries retried with exponential backoff.
Settings control how OpsIQ behaves across tracking, AI, tickets, security, and branding.
Your company name. Used in AI responses, emails, and widget header.
Your business industry. Helps the AI understand context.
All analytics and timestamps use this timezone.
Currency for revenue reporting.
Business hours for auto-reply scheduling and SLA timers.
Inactivity time before a session ends. Default: 30 minutes.
How long a visitor is "live" after last page load. Default: 90 seconds.
Replace last IP octet with 0 for GDPR compliance.
Respect DNT browser headers.
IP addresses to skip in tracking. Add your team IPs.
URL patterns to skip. Example: /admin/*
How long to keep visitor data. Default: 90 days.
Appears in admin header, emails, and widget.
Accent color throughout the admin UI and widget.
Browser tab icon for your OpsIQ admin.
Invite team members and assign roles to control who can access what.
Full access including license, billing, and danger zone. One per installation.
Full access except license and danger zone. Can manage admins.
Limited to assigned departments. Tickets, chats, and analytics only.
Navigate to Team in the sidebar.
Enter the team member's email.
Choose Owner, Full Admin, or Agent.
For Agents, select accessible departments.
They receive an email with a setup link.
How your support team is performing. Only accessible to Owners and Full Admins.
Average time from ticket creation to resolution per agent.
Average time to first staff reply. Most important SLA metric.
Average number of replies needed to resolve a ticket.
Open ticket count per agent right now.
Breakdown of chat vs. tickets vs. email per agent.
Customer satisfaction scores per agent vs. team average.
Current period vs. previous period comparison.
When each agent handles the most tickets. Use for shift planning.
OpsIQ tracks admin online status via a 60-second heartbeat. Admins not seen in 5 minutes are offline. The status widget appears in the admin navigation.
Sites (workspaces) let you manage multiple websites from one OpsIQ installation. Each has its own tracking, AI, connectors, and team access.
Navigate to Connected Sites.
Enter name, domain, and description.
Each site gets a unique key (site_xxx) for the widget snippet.
Each site has its own AI, connectors, and settings.
Depends on your license plan. Check your license details.
Your OpsIQ license controls features, site limits, and AI credit balance.
Enter in Settings > License. Validated against the OpsIQ license server.
Determines feature availability and limits.
Maximum number of workspaces.
If using Managed AI, your credit balance is shown here.
Renew before expiration to avoid service interruption.
Tracking, tickets, and CRM continue. AI features pause until renewal. Data is preserved.
OpsIQ includes multiple security layers to protect your admin, data, and API access.
Email/password with optional 2FA.
Temporary lock after too many failed attempts.
Block IPs or CIDR ranges from accessing tracked sites.
Behavior-based threat scores. High-threat visitors can be auto-blocked.
Required for all connections. HTTP redirects to HTTPS.
Strict-Transport-Security prevents downgrade attacks.
All admin forms include CSRF tokens.
All user input is escaped. CSP headers restrict script execution.
Outbound webhooks block private/internal IP addresses.
For all admin accounts.
Minimum 12 characters, mixed.
Remove access for former team members.
Check weekly for suspicious patterns.
Apply updates promptly for security patches.
Role-Based Access Control lets you control what each team member can do.
Everything including license, danger zone, and installation management.
Everything except license and danger zone. Can manage team.
Respond to assigned-department tickets and chats, view analytics. No settings, team, or security access.
Not currently. Three built-in roles plus department assignment gives granular control.
Manage IP addresses blocked from accessing your tracked sites.
Example: 203.0.113.42 or 203.0.113.0/24
Document why: spam, abuse, scraping, etc.
If customers share a corporate IP or VPN, blocking that IP blocks everyone on it. Use narrow blocks.
All unsuccessful login attempts to your OpsIQ admin.
When the attempt happened.
Email address used.
Source of the attempt.
Geographic location.
Wrong password, locked, or not found.
Password guessing. Ensure 2FA is enabled.
Automated attack. Block the source IP.
If your team is local, foreign attempts are likely attacks.
OpsIQ uses cron jobs to run scheduled tasks: email polling, session assembly, analytics, retention, AI queue, CRM scoring, and connector syncing.
* * * * * php /path/to/opsiq/cron.php >> /var/log/opsiq-cron.log 2>&1
Runs every minute. OpsIQ internally manages which tasks to run and how often.
Checks mailboxes for new emails. Every 1-5 minutes.
Groups page views into sessions. Every 5 minutes.
Calculates dashboard rollups. Every 15 minutes.
Deletes old data past retention period. Daily.
Processes auto-reply drafts and AI tasks. Every minute.
Updates lead scores and deal health. Every 15 minutes.
Weekly forecast data capture.
Polls connected platforms. Every 5-15 minutes.
Cleans stale presence records.
Look at /var/log/opsiq-cron.log for recent entries.
Settings > Diagnostics shows "Last cron run." Should be within 5 minutes.
Test with: php /path/to/opsiq/cron.php
OpsIQ self-hosted runs on your own server for full control over data, branding, and integrations.
8.1+. Extensions: curl, json, mbstring, openssl, pdo_mysql, gd.
MySQL 8.0+ or MariaDB 10.6+. InnoDB required.
Apache 2.4+ with mod_rewrite, or Nginx.
Required. Use Let's Encrypt or any SSL provider.
System cron running every minute.
Minimum 512 MB PHP memory_limit. Recommended: 1 GB.
Minimum 1 GB. Additional depends on data volume.
Upload OpsIQ to your web server document root.
Create a MySQL database and user with all privileges.
Edit config with database credentials, URL, and license key.
Visit the URL. Setup wizard creates tables and initial admin.
Add cron entry to run every minute.
Ensure HTTPS is working. HTTP should redirect.
mysqldump + file backup before updating.
Overwrite existing files. Config is preserved.
Visit admin. Migrations run automatically.
Check features, cron, and error log.
Checklist and best practices for running OpsIQ in production.
SSL installed, HTTP redirects, HSTS enabled.
Verify via diagnostics page.
Chat as a customer. Verify accuracy and tone.
On all website pages. Verify with Live Feed.
Automated daily database and file backups.
PHP error log enabled and monitored.
All members have accounts with correct roles.
At least 5-10 articles.
Use this checklist before launching OpsIQ.
Chrome, Firefox, Safari, Edge.
Phone and tablet.
Visit in private browser, check Live Feed.
Ask 5 common questions. Verify accuracy.
Create via widget. Check admin Tickets.
Send email to mailbox. Verify ticket appears.
Create test ticket. Wait for AI reply.
Ask AI about a test customer.
Log in as customer. Verify identification.
Log in as each role. Verify permissions.
Create ticket. Verify webhook sent.
Restore to test environment. Verify data.
Common issues and how to fix them.
Check PHP error logs. Causes: old PHP (need 8.1+), missing extension, DB connection failed, wrong file permissions.
Check: widget installed? Cron running? Date range correct? IP excluded?
Check: provider configured? API key valid (use Test connection)? Budget exhausted? Workspace AI config correct?
Check: knowledge base up to date? Prompt clear? Connector lookups returning correct data? Review conversation in AI History.
Depends on: provider API speed, context size (large KB = more tokens = slower), network latency. Try a faster model.
Check: script in page source? JS errors in console? CSP blocking? Ad blocker?
GeoIP not configured. Use Cloudflare (automatic) or MaxMind GeoLite2 database.
Check: mailbox connected? Cron running? App password changed? IMAP settings correct?
Check: enabled? Department allowed? AI configured? Cron running? Human replied first?
Check: credentials correct? Key expired? API accessible from server? Base URL correct?
Check: API key scopes? Webhook sync enabled? Cron running?
Check: database performance (SHOW PROCESSLIST), PHP memory (increase to 1GB), enable opcache, reduce retention period.
Definitions for terms used throughout OpsIQ.
Something the AI can do through a connector or the platform.
A team member with limited access, or an AI agent.
Bring Your Own Key — you provide your own AI API key.
A plugin integrating an external platform with OpsIQ.
Customer Satisfaction score.
A revenue opportunity in the CRM.
A ticket category for routing and access control.
Moving a ticket to a different department or from AI to human.
Visitor location detection from IP address.
Transferring a conversation from AI to human.
Signed token identifying a website visitor.
Articles the AI uses to answer questions.
A visitor showing buying intent.
0-100 number indicating conversion likelihood.
Where a customer is: Lead, Prospect, Customer, At Risk, Churned.
AI provided as part of your OpsIQ plan.
Visual board of deal stages.
Role-Based Access Control.
A series of page views within a timeout window.
Unique identifier for a tracked website.
Service Level Agreement — target response times.
Unit of AI text. Roughly 4 characters = 1 token.
Safety system controlling AI autonomy.
HTTP callback for event notifications.
JavaScript code embedded on your website.
A site with its own tracking, AI, connectors, and team. Same as "site."
If this documentation does not answer your question:
Click "Ask OpsIQ" in the admin. Has access to this documentation and your platform data.
Include: what you tried, what happened, what you expected, and any error messages.
Email support with your license key and issue description.
Which admin page (URL or name).
Exact setting name and current value.
Exact error message with codes.
What you did, step by step.
What should happen vs what did happen.
Use the documentation above, then contact support with the exact page, setting and result you are seeing so the team can assist faster.