Frequently Asked Questions

Tuvix is an AI-powered Customer Success Manager for your business. It runs in a secure cloud instance and automates customer onboarding, churn prevention, and upsell discovery. Think of it as an AI team member that works 24/7 on customer success.

The CSM uses three AI agents working together: an Onboarding Agent that welcomes new customers and guides them to first value, a Retention Agent that monitors account health and prevents churn, and an Upsell Agent that identifies expansion opportunities. It automates welcome sequences, sends personalized outreach, and saves your team 10+ hours per week.

Click "Sign in" and authenticate with your Google account. That's it — your workspace is automatically created and you can deploy your CSM in minutes.

Just a Google account to sign in. Tuvix is credit-based — no API key required. Each account comes with $5 in free credits. Complete the setup wizard, connect your customer data, and your CSM is live.

No. Tuvix uses a credit-based system — AI usage is charged against your credit balance. Each new account gets $5 in free credits. You can top up credits anytime from your dashboard.

The CSM is a proactive AI agent, not a reactive chatbot. It runs on a schedule, monitors your customer data, takes actions (sends emails, updates health scores, flags at-risk accounts), and alerts you when something needs attention. It acts like a team member, not a search engine.

The Onboarding Agent handles welcome sequences and setup tracking for new customers. The Retention Agent monitors account health, detects churn risk, and sends re-engagement emails. The Upsell Agent identifies customers ready for plan upgrades and surfaces revenue opportunities.

Playbooks are automated workflows you define for the CSM. For example, an onboarding playbook might send a welcome email on day 1, a setup guide on day 3, and a check-in on day 7. You can create playbooks for onboarding, retention, and upsell — each runs on the schedule you set.

Every customer gets a real-time health score based on login frequency, feature adoption, engagement recency, and other signals from your activity log. The CSM automatically flags accounts that drop below a threshold and triggers your retention playbook.

The cloud instance provisions in 2-5 minutes. The setup wizard (which configures your CSM's behavior, customer data, and communication preferences) typically takes another 5-10 minutes. You'll see a progress indicator and receive an email when your CSM is ready.

In CSM Settings > Knowledge Base > Customer Information, paste your Google Sheet URL or ID. The sheet should have columns like name, email, company, tier, and signup_date. New and updated customers are synced automatically.

Required: name and email. Optional: company, tier (or plan), signup_date (or created_at), phone, and title (or job_title). Column names are matched flexibly — for example, "customer_name" works the same as "name".

A separate Google Sheet with timestamped product usage data (e.g., login events, feature usage). It needs an email column and a timestamp/date column. This data feeds into customer health scores by tracking engagement and recency.

Share your Google Sheet with 500189461956-compute@developer.gserviceaccount.com and give it Viewer access. This is a read-only service account used by Tuvix to sync data from your sheets. It cannot modify your data.

The CSM sends emails to your customers (onboarding, re-engagement, upsell) and sends you alerts via WhatsApp, email, or the browser dashboard. Each channel is configured during setup.

Once your CSM is running, go to your dashboard and enable WhatsApp. A QR code will appear — scan it with your phone's WhatsApp app (Settings > Linked Devices > Link a Device). Your CSM will start sending notifications and accepting commands immediately.

Slack integration is on the roadmap and will be available soon. Currently, the CSM communicates via email, WhatsApp, and Telegram.

Your CSM runs in its own isolated Docker container on Google Cloud. All connections are TLS-encrypted and require token authentication. Container ports are never directly exposed to the internet. Your business data is completely isolated from other customers.

Only you (via your dashboard) and the communication channels you configure. Access requires a unique token and all connections are encrypted.

Your first 30 days are completely free with full access to all CSM features and $5 in free credits. No credit card is required to start.

Credits are used for AI actions — sending emails, running health checks, generating playbook content, etc. Each action costs a small number of credits. Your dashboard shows your credit balance and usage history. Top up anytime when you need more.

Your CSM will be paused. You can reactivate it anytime by subscribing. Your configuration, customer data, and history are preserved.

Yes. There are no contracts or cancellation fees. You can cancel your subscription from the dashboard at any time.

We recommend creating a new, dedicated Gmail account specifically for your CSM (e.g., csm@yourbusiness.com). This keeps your personal inbox separate, gives you fine-grained control over what the CSM can access, and avoids accidental actions on your personal account.

Create a new Google account, then use that account's credentials when setting up Email (via App Password), Google Calendar, and Google Drive in your Tuvix dashboard. You can share specific files or calendars from your business account to this dedicated account as needed.

Connecting Google Drive lets your CSM access specific files you choose — customer lists, playbooks, reports, and more. After connecting, use the "Pick Files" button to select which files your CSM can read.

Tuvix uses the drive.file scope, which only grants access to files you explicitly select through the file picker. Your CSM cannot see or access any other files in your Drive.

Click the "Pick Files" button on your dashboard anytime to select additional files. Each time you pick files, those files become accessible to your CSM.