Set up Trix with your own AI key

Trix, the AI agent, runs on your own AI provider account. You add an API key, the provider bills you for the tokens, and asktrix charges nothing extra for AI. Trix is part of the Start plan and up.

Add a provider

1. Go to Settings → Trix → AI & providers and click Add provider.
2. Pick a type:
   • Official API: Anthropic or OpenAI.
   • Popular providers: OpenRouter, Google Gemini, Mistral AI, Groq, DeepSeek, xAI Grok, Azure OpenAI, Together AI, Fireworks AI, Cerebras, Hugging Face, Vercel AI Gateway, Alibaba Qwen and Cohere. Base URL and models are filled in for you.
   • Custom endpoint / proxy: any OpenAI-compatible or Anthropic-compatible API, for example LiteLLM.
3. Paste your API key. Get an API key next to the field links to the provider's key page.
4. Check the models. The first one in the list is the default.
5. Click Test connection.

Only owners and admins can add providers and keys. Keys are stored encrypted and never shown again, only a masked hint.

For Azure OpenAI, replace <resource> in the base URL with the name of your Azure resource and enter your deployment names instead of model names.

Models per task

Under Models per task you choose which model handles what:

Task	Used for
AI agent	Trix's answers in the widget, and the playground
Writing help	Reply suggestions, rephrasing and summaries in the inbox
Translation	Live translation in the inbox
Embeddings	Vector search over your knowledge. Needs an OpenAI-compatible provider. Without it, Trix uses full-text search.

Automatic uses your providers in priority order with their default model.

Several keys and providers

You can add more than one key per provider. Requests are spread across the keys. If a key hits a rate limit or fails, the next key takes over, then the next provider. Use the arrows to set the provider order.

On Start and Team you can store one key. Business allows several keys for failover.

What is sent to your provider

asktrix sends only what the task needs, and only to the provider you configured. Nothing is sent to other AI services.

When Trix answers a visitor:

• the last 16 messages of the conversation (visitor, teammates and Trix). Internal notes are not included.
• the passages from your knowledge that match the question: published help center articles and, on Team and up, your other sources (crawled website pages, uploaded files, snippets, accepted learning notes).
• your workspace name, the business description and the instructions from Trix → Behavior.

The contact's name, email and other profile fields are not part of Trix's prompt.

Other tasks:

Task	What is sent
Writing help and summaries	The last 30 messages of the conversation, including internal notes, the visitor's name and the names of teammates
Translation	The single message being translated
Embeddings	The text of your articles and sources, in small pieces, when they're indexed
Learning notes (Team and up)	A resolved conversation that Trix had handed over, so Trix can draft a reusable question and answer
Business description	Text from your crawled website or sources, when you let Trix write the description

What your provider does with the data is governed by your contract with them. Check their data retention and training settings, especially with free tiers.

Limits

To protect your budget, Trix counts its answers over 24 hours. By default a single visitor gets up to 20 AI answers, an IP address up to 40, and the whole workspace up to 2,000. A visitor over the limit is handed to your team. When the workspace limit is reached, every new chat goes to your team and owners and admins are notified.

Every AI message in the widget carries an AI badge next to the name (KI in German, IA in French, Spanish, Italian and Portuguese). You can rename your agent and change the widget texts, but not the badge, so visitors always know they're talking to an AI.

Trix doesn't answer

• No provider or no key. Check Settings → Trix → AI & providers. A key with status Invalid or Rate limited needs attention. Reset status clears it after you've fixed it at the provider.
• Test the connection. Test connection shows the response time and the model, or the error the provider returned.
• Plan. Trix is not part of Free.
• Watch the log. Trix → Log lists every AI run with its outcome.