Frequently Asked Questions
Everything you need to know about ONOXIA.
What is ONOXIA?
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ONOXIA is an AI-powered chat widget that you can embed on any website with a single script tag. It uses Retrieval-Augmented Generation (RAG) to answer visitor questions based on your own documents, FAQs, and texts. Powered by Mistral AI — a European AI provider based in Paris, France. ONOXIA is a product of OCENOX LTD, a New Zealand-based software company specializing in the DACH market.
How does the RAG knowledge base work?
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RAG stands for Retrieval-Augmented Generation. You upload your documents (PDFs, texts, FAQ pairs) in the ONOXIA Dashboard. The system automatically splits the content into chunks, creates vector embeddings, and stores them in a knowledge database. When a visitor asks a question, ONOXIA first searches your knowledge base for relevant passages and then generates a precise answer based on your own content — no hallucinations, just well-founded answers from your knowledge.
Is ONOXIA GDPR compliant?
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Yes. ONOXIA was built from the ground up for the European market. Specifically: No cookies — the widget uses no tracking cookies whatsoever. IP addresses are hashed server-side with SHA-256 and never stored in plain text. The optional consent dialog is fully configurable. All data is processed and stored on servers in Finland (EU). The AI provider Mistral AI is based in France (EU) — no data transfer to third countries.
What are "tokens" and how many do I need?
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Tokens are processing units for AI text generation. One token equals approximately 4 characters or 0.75 words. A typical chat message (question + answer) uses about 200-500 tokens. The Starter plan (100,000 tokens/month) allows approximately 200-500 conversations per month.
How many messages can I send with my tokens?
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It depends on conversation length. A single message (question + answer) typically uses 300–600 tokens. Rules of thumb: Starter (100,000 tokens) ≈ 200–500 messages or 50–100 full conversations with follow-ups. Professional (500,000) ≈ 1,000–2,500 messages. Enterprise (2,000,000) ≈ 4,000–10,000 messages. Track your usage in the dashboard. Token packages can be purchased as one-time add-ons and never expire.
Why does ONOXIA use Mistral AI instead of OpenAI?
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Mistral AI is a European AI provider based in Paris, France. For DACH customers who value GDPR compliance, this is crucial: All data stays within the EU. No data transfer to US companies. Mistral offers excellent performance in German and English — comparable to major US providers, but with European data protection standards.
What is Shadow DOM and why does it matter?
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Shadow DOM is a browser technology that completely isolates the ONOXIA widget from your website. Your CSS styles don't affect the widget and vice versa. No JavaScript conflicts. The widget is guaranteed to work on any website. Other providers like Tidio, Chatbase, or Boei don't use Shadow DOM — CSS conflicts can occur there.
How do I integrate ONOXIA on my website?
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Copy the script tag from your ONOXIA Dashboard and paste it before the closing </body> tag of your website. One single HTML tag — no NPM packages, no build steps, no dependencies. The widget loads asynchronously and works immediately.
Can the bot perform actions (webhooks, Calendly)?
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Yes. Starting with the Professional plan, the bot can communicate with your systems via webhooks — capture leads, create support tickets, send emails. The Calendly integration enables appointment booking directly in the chat.
What can webhooks do and how do I set them up?
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Webhooks enable the bot to communicate with your existing systems automatically. In the dashboard, you define custom bot tools per site: tool name, description, and target URL. The bot intelligently decides when to use a tool during conversations. Each webhook call is signed with HMAC-SHA256 for authenticity verification. Automatic retry with exponential backoff. Available from the Professional plan.
How does the Calendly integration work?
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From the Professional plan, you can activate Calendly integration. Enter your Calendly API key, event type URL, and trigger keywords in the dashboard. The bot detects appointment requests, checks available slots, and books directly in the chat — without the visitor leaving the page.
What is Live Chat / Human Handover?
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Enterprise feature: Support agents can take over bot conversations and chat directly with visitors through a dedicated portal (onoxia.nz/support). Create agents in the dashboard and assign them to sites. Handover can be triggered by visitors or by the bot itself. Configurable timeout (default: 5 minutes) — if no agent takes over, the conversation automatically returns to the bot.
How can I customize the widget design for my brand?
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The widget designer offers 9 configurable colors, position (right/left), trigger size (50-80px), and custom avatar upload. Greeting texts and placeholders are configurable per language. Personas allow individual bot identities with custom name, avatar, and system prompt. Variables like {site_name}, {language}, {date} are available.
Does ONOXIA support voice input?
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Yes. ONOXIA is the only chat widget provider with built-in voice input. Visitors click the microphone icon and speak their question. The recording is transcribed via speech-to-text and can be edited before sending. Especially useful on mobile devices and for accessibility.
How is ONOXIA protected against spam and abuse?
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Multi-level protection without CAPTCHA: Rate limiting (20 req/min, 100/hour, 50 msg/conversation, 2,000 chars/message), invisible honeypot field, input sanitization, CORS whitelisting, HTML stripping. The token budget provides additional protection against excessive usage.
Can I run multiple websites with one account?
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Yes. Starter: 1 site, Professional: 3 sites, Enterprise: 10 sites. Each site has its own widget design, RAG knowledge base, system prompt, webhooks, and persona. The token budget is shared across all sites.
What payment methods are accepted?
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ONOXIA offers three payment methods: Credit card (Visa, Mastercard, Amex) via Stripe — the fastest option, processed immediately. Bank transfer to our EU account (IBAN) — ideal for DACH customers. Bank transfer to our NZ account (NZD) — for Asia-Pacific customers. Invoicing via Xero with ZUGFeRD-compliant e-invoices. Monthly billing in advance.
Who is behind ONOXIA?
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ONOXIA is a product of OCENOX LTD, a software company based in Auckland, New Zealand. OCENOX was founded by René Hoyer, an IT consultant with over 23 years of experience and certifications in SAFe, Scrum, ITIL, and REQB. The name OCENOX combines "Oceania" and "Nox" (Latin for night) — a nod to using timezone differences between New Zealand and Europe as an advantage. OCENOX specializes in the DACH market and combines European expertise with New Zealand agility. Besides ONOXIA, OCENOX also develops NoxSphere ONE, an ERP system from which the ONOXIA AI technology originally stems. Learn more at
ocenox.com.
