Oxxy Help Center

S1 How do I open a help request?

1. Open Support and tap New ticket (on screen: "Novo ticket").
2. Choose the Subject category (on screen: "Categoria do assunto") and the Catalog subject (on screen: "Assunto do catálogo"). If you can't find it, use Other subject (on screen: "Outro assunto") and describe it in the Subject field.
3. Choose the Priority (on screen: "Prioridade"): Normal, High or Urgent (on screen: "Normal", "Alta", "Urgente").
4. In For whom (optional) (on screen: "Para quem (opcional)"), keep OXXY Team (default) (on screen: "Equipe OXXY (padrão)") or pick a person from the list if you want that person to handle the request.
5. Write what happened and the result you expect in Describe the problem and the expected result (on screen: "Descreva o problema e o resultado esperado").
6. If it helps, use Attach screenshot or PDF (up to 5 MB) (on screen: "Anexar print ou PDF (até 5 MB)"): PNG, JPEG, WebP or PDF.
7. Tap Open ticket (on screen: "Abrir ticket"). The screen confirms Ticket opened and recorded in this account. (on screen: "Ticket aberto e registrado nesta conta.")

• If you see "The selected person can't receive tickets right now" (on screen: "A pessoa escolhida não pode receber tickets agora"), the field goes back to OXXY Team: choose another person or send it as is.

S2 Where do I see the answer and the deadline?

• The list shows Open (on screen: "Abertos"), Waiting (on screen: "Aguardando") and Resolved (on screen: "Resolvidos"). Tap a ticket to open Conversation and history (on screen: "Conversa e histórico").
• The ticket shows the First response deadline (on screen: "Prazo da primeira resposta") and the deadline status: On time (on screen: "Dentro do prazo"), First response deadline missed (on screen: "Prazo da primeira resposta vencido") or Resolution deadline missed (on screen: "Prazo de resolução vencido"). Support times are always in Brasília time.
• When the status is Waiting for you (on screen: "Aguardando você"), the team needs an answer from you: use Reply (on screen: "Responder").
• The deadline depends on the priority and on business hours, and the ticket already shows it calculated.

S3 How do I reply and send another screenshot?

Open the ticket, write in the message field and tap Reply (on screen: "Responder"). To attach, use Images and attachments (on screen: "Imagens e anexos") (up to 5 MB per file). If you see "Reply saved on the ticket. The conversation could not be refreshed" (on screen: "Resposta registrada no ticket. Não foi possível atualizar a conversa"), your message was saved: tap Refresh.

S4 Who is handling my ticket?

The Assignee (on screen: "Responsável") field shows the person's name, OXXY Team, Assigned agent (on screen: "Agente atribuído") (when the name is not available) or Unassigned (on screen: "Não atribuído").

S5 It was resolved, but the problem came back

On a Resolved (on screen: "Resolvido") ticket, use Reopen (on screen: "Reabrir") and say why. To rate the service, use Rate this resolution (on screen: "Avalie esta resolução"), choose a score and, if you want, leave a Comment (optional) (on screen: "Comentário (opcional)").

S6 Can I hide a ticket from the list without closing it?

Yes: Minimize (on screen: "Minimizar"). It moves to Minimized tickets (on screen: "Tickets minimizados"). To bring it back, use Remove from minimized (on screen: "Tirar dos minimizados"). Nothing changes in the service.

S7 Find the solution yourself

Use Search solutions (on screen: "Buscar soluções") (or Search the manual (on screen: "Buscar no manual")) and select an article to read. If it doesn't solve it, use Open ticket (on screen: "Abrir ticket") from the article itself.

S8 (For support agents) Take over, transfer, reminder

• Take over (on screen: "Assumir") assigns the ticket to you. It appears on tickets with no assignee or assigned to the OXXY Team.
• Transfer (on screen: "Transferir") → Transfer to (on screen: "Transferir para") → Choose an agent (on screen: "Escolha um agente"). Transferring does not restart the deadline.
• Internal note (not visible to the requester) (on screen: "Nota interna (não visível ao solicitante)") to coordinate with the team.
• Remind me (on screen: "Lembrar-me") / Remind the assignee (on screen: "Lembrar o responsável") creates a reminder in Tasks; Event goes to the Agenda. "Nothing is sent outside." (on screen: "Nada é enviado para fora.")
• Turn solution into manual (on screen: "Transformar solução em manual") → Publish article (on screen: "Publicar artigo"): the article goes into this company's knowledge base. Write it without personal data from the ticket.

P1 What are the plans?

Starter (1 person), Standard (up to 5 people) and Advanced (includes Legal, Accounting and field work). Starter costs R$ 69 per month. Standard costs R$ 129 for the first 3 months and R$ 179 after that. Advanced costs R$ 219 for the first 3 months and R$ 299 after that. An extra person costs R$ 34.90 per month for the first 3 months and R$ 44.90 after that. No activation fee. See Oxxy Pricing.

P2 Is there a free trial?

Yes: 7 days, no card needed, on all three paid plans. In Standard and Advanced trials, use Orbi voice only when the product itself shows it as active; the allowance displayed in the product is the one that applies. The Starter trial has no voice.

P3 Annual plan and cancellation

On the annual plan, unused months become credit for when you come back. There is no cash refund. Online purchases have a 7-day right of withdrawal.

P4 Did I subscribe through the iPhone?

The subscription is done on the Oxxy website, outside the app store.

A1 Book an event

Open Agenda and tap New event. Fill in the date, time and who it is with, and save.

To repeat it, in Repeat choose Daily (on screen: "Diariamente"), Weekly (on screen: "Semanalmente") or every N days, weeks or months (Every (days, weeks or months) (on screen: "A cada (dias, semanas ou meses)")). Limit: up to 52 occurrences. In monthly repeats, days that don't exist in a month move to the last day of that month.

A2 Reschedule or cancel

Open the event and tap Reschedule (on screen: "Remarcar") or Cancel event. In a series, editing or rescheduling changes only that occurrence. To end the series, use Cancel recurring event.

A3 See the week

The Week and Next 4 weeks views show what is booked. Free day marks a day with no events. Canceled events appear in Canceled in the next 30 days (on screen: "Cancelados nos próximos 30 dias").

A4 Follow-up visit from an appointment (clinic)

In the patient's file, tap Schedule follow-up (on screen: "Agendar retorno").

C1 Add a customer

Customers → New record. Email and phone are required. For a CPF (Brazilian individual taxpayer ID), the RG (Brazilian ID card number) is also required; for a CNPJ (Brazilian company taxpayer ID), the RG is optional. If a field is wrong, the screen opens that section and shows where, without erasing what you already typed.

C2 Archive and see archived records

Archived records stay in Archived records (on screen: "Cadastros arquivados") and leave the active list.

C3 Funnel

Customer records feed the Sales funnel and the Relationship funnel (Opportunities and funnel (on screen: "Oportunidades e funil")).

C4 "No access to Customers in this company" (on screen: "Sem acesso a Clientes nesta empresa")

Your profile or your plan does not allow you to see the records. Ask the account administrator to check your access.

F1 Issue a charge

Billing → Issue invoice → choose Pix, boleto or card (on screen: "Pix, boleto ou cartão"). This creates a payment request, not a tax invoice. (Pix is Brazil's instant payment system; a boleto is a Brazilian bank payment slip.) If you see "issuing invoices on mobile isn't enabled for this company", issue it from the Desktop or ask the administrator to enable it. If your plan doesn't include it, the screen says "Billing isn't available on this plan".

F2 Track what came in and what is overdue

The portfolio shows Upcoming, Overdue, Received (on screen: "Recebida") and Canceled. Receipts · 14 days and Overdue amount by aging bucket help you set priorities.

F3 Remind people who owe you

In the collection steps, tap a step (Due date notice, Friendly reminder, …) to see the charges and copy the message. Oxxy does not send anything by itself: you send it through your own channel and tap I sent it (on screen: "Enviei"). The charge leaves the day's queue.

F4 Agreement / renegotiation

Agreements are handled in Finance. Billing does not have a "negotiating" status yet.

E1 How do I add the first employee?

Open Team. If the company has no one yet, the screen shows "Your team starts here" (on screen: "Sua equipe começa aqui"). Tap New employee (or "Add the first employee"), fill in the details and save. The hiring date is required ("Enter the hiring date.").

After adding the person, invite them to sign in to the app.

Only users with the HR profile can add employees. For other profiles, the screen shows "Your profile cannot do this."

E2 What do On leave, Terminated and Reactivate mean?

It is the status of the employment in the record.

• Put on leave (on screen: "Afastar") asks for the "Leave start" date. The record changes to "Employee on leave".
• Terminate (on screen: "Desligar") asks for the "Termination date". The record changes to "Employee terminated".
• Reactivate sets the person back to active ("Employee reactivated").

Every change "applies from today and is recorded in the history". The list shows the employment status, not attendance for the day.

E3 How do I track documents with an expiry date (ASO, trial-period contract, etc.)?

(ASO is the Brazilian occupational health certificate.)

In the record, use Documents with expiry dates (on screen: "Documentos com validade") and then Add document. Enter the type and the expiry date and tap Save documents.

To attach the file, save the document first. It accepts PDF or a photo of up to 10 MB, and only HR can access the attached file.

A document whose date has passed shows as "Past due".

E4 What is the Integration tab?

It is the welcome to-do list for people who just joined (onboarding). Example from the screen: "introduce the team". Use New onboarding task, then mark the task as completed. The Hirings tab gathers who was added and what is still missing.

E5 I saw "Someone else changed this record". Did I lose anything?

No. Oxxy does not overwrite another person's change: your change was not applied. Close and reopen the record, check the current version and redo what is missing.

The same applies to "Response not confirmed": check the record before trying again, so you don't create a duplicate.

E6 Manual payroll: what is the draft?

In Payroll · manual entries, create a New draft for each employee and pay period.

Add Earning (on screen: "Provento") or Deduction (on screen: "Desconto") lines, with a description of up to 120 characters and from one to one hundred lines. When everything is right, use Confirm internal close and the draft becomes "Closed internally". If you need to fix something, use Reopen draft.

The draft is the company's internal control. It is not the official payroll and it does not send anything to eSocial (the Brazilian government system for payroll and labor reporting).

E7 Who sees the record history?

Record activity shows the events logged by the system. The screen warns: "The names of the people responsible are the current ones; the trail does not rebuild earlier field values." (on screen: "Os nomes dos responsáveis são os atuais; a trilha não reconstrói valores anteriores dos campos."). Profiles without permission see "Your profile cannot see this record's audit."

O1 What is Orbi?

It is "Your company's assistant". You ask by text or voice ("Ask about your company…") and it answers with your account's data.

The Today's summary shows events, reminders and pending items. Example of a day with nothing pending: "Quiet day: nothing overdue, no late reminders." You can tap Listen to today's summary.

O2 How do I talk to Orbi by voice?

Tap the microphone or the orb ("Tap the microphone to talk"). While you see "Listening… tap the microphone to send", speak and tap again to send.

In hold mode, hold to talk and drag outside to cancel. To mute the spoken answer, tap Voice.

O3 The microphone doesn't work

Allow microphone access:

• iPhone (app): Settings › Oxxy › Microphone.
• iPhone (Safari): Settings › Safari › Microphone.
• Android app: Android Settings › Apps › OXXY › Permissions › Microphone.
• Android in Chrome: padlock in the address bar › Permissions › Microphone.
• Computer: padlock in the address bar › Permissions › Microphone.

If it still fails, the screen shows "I couldn't use the microphone. Type your question below." Text always works.

O4 How much voice time do I have?

Your balance appears in Orbi itself ("Voice balance: …" (on screen: "Saldo de voz: …") and the minutes available in the month).

• 7-day free trial: on Standard and Advanced, use Orbi voice only when the product itself shows it as active; the allowance displayed in the product is the one that applies. The Starter trial has no voice.
• Paid plans: the plan's monthly allowance.
• Plan without voice: the screen says "Your plan does not include voice. Continue by text."

O5 I saw "Monthly allowance used up" or "Daily limit reached"

(On screen: "Franquia do mês esgotada" or "Limite diário atingido".)

Voice pauses until the allowance renews, but Orbi keeps answering by text as usual. For more minutes, see the plans (article P1, Part 1).

If you see "Voice minute control is not turned on for this company yet" (on screen: "O controle dos minutos de voz ainda não está ligado nesta empresa"), voice has not been enabled for the account yet. Use text, and contact support if you need to.

O6 Can I ask for support through Orbi?

Yes. Tap Request support, write your request in one sentence and send it. The request is valid for 2 minutes.

The ticket includes an excerpt of the current conversation so the team understands the context, and the answer arrives in Support (articles S1–S8, Part 1).

O7 Does Orbi do things on its own?

When a question fails or the plan does not cover the assistant, the screen says "No action was performed." Orbi does not perform automatic actions beyond what the screen shows.

I1 Which languages does Oxxy work in?

The language screen says: "Portuguese is the complete language. English and Español are in beta." In English and Spanish, some screens may still show text in Portuguese.

I2 How do I change the language?

Use the language controls in Settings on Mobile ("Language / locale"). Orbi messages also appear in the chosen language.

I3 Do times change with the language?

No. The product rule is to show times in Brasília time.

K1 How do I start a patient's records?

Before first use, set the clinic's specialty in Settings (on screen: "Ajustes"). The screen asks: "Set the clinic's specialty in Settings before using patient records." (on screen: "Configure a especialidade da clínica em Ajustes antes de usar o prontuário.")

Then open the patient's file and tap New entry (on screen: "Novo registro"). Fill in type, title and description.

Each entry accepts up to 10 attachments, as photo or PDF, of up to 25 MB each.

K2 Can I edit an entry that is already saved?

No. "Each entry is signed and does not change: correcting it creates an amendment with a reason, and the original stays readable." (on screen: "Cada registro é assinado e não muda: corrigir cria uma retificação com motivo e o original fica legível.")

To correct it, use Amend entry (on screen: "Retificar registro") and write the reason, with at least 3 letters. Only the person who wrote the entry, or an admin, can amend it.

K3 Is it recorded who opened the patient's file?

Yes: "Whoever opens the file is recorded." (on screen: "Quem abre a ficha fica registrado.")

K4 How do I use voice dictation during the appointment?

1. Tap Record consent and dictate (on screen: "Registrar autorização e ditar"). This records that the patient authorized voice dictation for that appointment. The audio is not stored.
2. Each recording lasts up to 2 minutes. To continue, make another recording.
3. The text comes in as a draft: "Review before saving." (on screen: "Revise antes de gravar.")

Dictation uses the plan's voice allowance. When the allowance runs out, the screen says "This month's voice allowance has ended. Keep typing." (on screen: "A franquia de voz do mês terminou. Continue digitando.")

K5 What about digital prescriptions (Memed)?

For now, digital prescriptions (Memed, a Brazilian digital prescription service) run only in a test environment. If issuing is not enabled yet, the screen says "Issuing has not been enabled for this account yet." (on screen: "A emissão ainda não foi liberada para esta conta."). There is no date for enabling it.

J1 What does the Legal module organize?

It organizes cases, contracts, deadlines and hearings, meetings and minutes. They are "the same cases, deadlines and minutes as on the Desktop" (on screen: "os mesmos processos, prazos e atas do Desktop").

Contracts, deadlines and attachments are saved in your account. "Each deadline goes into the Agenda and Reminders. Nothing is sent by WhatsApp or email from here." (on screen: "Cada prazo entra na Agenda e nos Lembretes. Nada sai por WhatsApp ou e-mail daqui.")

If the account's plan does not include Legal, the screen tells you.

J2 How do I add cases?

Use New case (on screen: "Novo processo"). To bring in many at once, import the list on the Desktop ("Add the first case or import the list on the Desktop." (on screen: "Inclua o primeiro processo ou importe a relação no Desktop.")).

If the case number is already registered, the screen says "A case with this number already exists." (on screen: "Já existe um processo com este número.")

J3 How do deadlines work?

In Deadlines and hearings (on screen: "Prazos e audiências"), add the deadline. It goes into the Agenda and Reminders (Create in Agenda + Reminders (on screen: "Criar na Agenda + Lembretes")), and you choose how many days in advance you want to be reminded. Next 7 days shows what is coming up.

A closed deadline cannot be edited: reopen the deadline before changing it.

J4 What is "Fill with AI"?

Paste a text or choose a file from the document management system (GED). The system suggests the fields, and you check and save. Nothing is saved without your review.

If the screen says "I found no data for this form in this text" (on screen: "Não achei dados para este formulário nesse texto"), fill in the fields by hand.

J5 How do I create the minutes of a meeting?

1. In Meetings and minutes (on screen: "Reuniões e atas"), create a New meeting (on screen: "Nova reunião").
2. Transcribe on your phone or paste the text.
3. Generate the draft minutes.
4. Tap Approve minutes (on screen: "Aprovar ata").

Speech recognition is done by the browser (Google, in Chrome), and Oxxy only receives the text. Approved minutes do not change: to correct them, reopen the minutes.

J6 Is the claim amount the provisioned amount?

No. "The claim amount is not the provisioned amount: the provision is set in the firm's risk assessment." (on screen: "O valor da causa não é o valor provisionado: a provisão é definida na avaliação de risco do escritório.")

J7 Who can make changes?

It depends on the profile.

• Some profiles "only view legal records" (on screen: "só consultam o jurídico").
• Others "log case updates, documents and minutes" (on screen: "registram andamentos, documentos e atas").
• Structural changes and approvals are kept for administrators.

T1 What appears in Accounting?

• Month summary: revenue, expenses, result and margin.
• Journal: the booked entries.
• Trial balance.
• Obligations: the tax calendar with what is upcoming, late or paid.
• Month closing.

If your profile does not have access, the screen says "Accounting is not available for your profile." In that case, ask the account owner for access.

T2 How does month closing work?

Closing is a checklist of steps, each with a person responsible:

1. Book the entries.
2. Confirm the drafts.
3. Classify the accounts.
4. Review the trial balance and the income statement (DRE).
5. Close the period.

When there are no pending items, the screen says "the month can be reviewed and closed". After closing, new entries in that month are blocked.

"Closing is done by whoever keeps the books."

T3 Why does nothing appear in Obligations?

The screen shows "No taxes or payroll charges coming due in payables." Obligations come from the payables you have entered, so enter taxes and charges in Accounts payable.

T4 I corrected an entry: does it disappear?

The journal shows the status of each entry, including "Reversed" (on screen: "Estornado") and "Voided" (on screen: "Anulado"), so the correction stays visible in the history. How to reverse an entry depends on who keeps the books; check with them before guiding the customer step by step.

T5 Can my accountant use it?

Accounting depends on the profile of the person who signs in; people without access are told to ask the account owner. Export to the accountant's system is still being validated.