Frequently asked questions
General
What is Copilot.cx?
Copilot.cx is the IoT user engagement platform for consumer electronics brands. It helps smart device makers turn one-time buyers into engaged users with automated campaigns based on real device data, from setup to reviews to repeat purchases.
Does Copilot.cx work with Tuya products?
Yes. Copilot STAR connects your brand's app to devices on Tuya, so your customers use your app instead of a platform's app. Copilot STAR can connect to any IoT platform that has an SDK or API, for example Tuya, Ayla, Amazon ACK, Espressif RainMaker and Google Home. If your devices run on a proprietary platform, Copilot.cx builds a plugin for it.
How is Copilot.cx different from other CX platforms?
Copilot.cx is built for connected consumer electronics, not generic customer service. It blends live device data, like device model, firmware updates and feature usage, with user behavior, so your messages respond to what the product is actually doing. Your marketing team runs campaigns with no coding required.
How does Copilot.cx help get better reviews?
Copilot.cx spots customers having a bad experience as it happens and reaches out to them right away, so the problem gets fixed before it turns into a one-star review. Preventing those bad reviews often matters more than collecting five-star ones. And when customers are happy, the Reviews Engine asks your most engaged customers for a review at key moments of delight.
Who is Copilot.cx for?
Copilot.cx is for consumer electronics and smart device brands that want a closer relationship with their customers after the sale. With Copilot STAR, your brand owns the whole app experience: one branded app for all your devices, instead of sending customers to a platform's app. You also get full ownership of your customer data, so the relationship stays with you. Teams use it across home security, smart lighting, appliances, health and wellness, and gadgets.
Copilot STAR
What is Copilot STAR?
Copilot STAR is the smart device app platform from Copilot.cx. It gives your brand one app for the devices you sell, even when they run on different IoT platforms. You can also take full ownership of your customer data with Sphere.
Which IoT platforms does Copilot STAR work with?
Copilot STAR can connect to any IoT platform that has an SDK or API, for example Tuya, Ayla, Amazon ACK, Espressif RainMaker and Google Home. If your devices run on a proprietary platform, Copilot.cx builds a plugin for it.
Setup Engine
What are device-event campaigns?
Device-event campaigns are messages triggered by what a device does, not just what a user clicks. With Copilot.cx you can use real-world triggers like network drop-off and skipped setup steps to send automated in-app and email messages at the right moment.
How does Copilot.cx help reduce product returns?
Copilot.cx shows you which parts of your onboarding are causing returns, then helps customers in real time with automated messages. Think wrong Wi-Fi band, an unfinished setup wizard or no power at the mains. That matters because a 2008 industry study found that more than two thirds of returned consumer electronics had no fault anyone could find.
Sphere
Who owns the customer data with Copilot.cx?
You do. With Copilot Sphere you can take full ownership of your customer data, with secure and private cloud storage for your customers' information. Sphere also helps you anonymize customer data. The Copilot.cx team runs periodic internal GDPR and CCPA reviews, signed off by the CTO, and SOC 2 Type II is audited externally.