Every answer should have evidence.
Vision transforms contact centre troubleshooting from hypothesis-driven investigation into evidence-driven diagnosis — across every client org, from one workspace.
Built first for Genesys Cloud, Vision is designed to support the leading CCaaS platforms used by enterprises and Managed Service Providers worldwide.
Traditional tools provide data. Vision explains why problems occur and how to resolve them — by reasoning across platform configuration, operational behaviour, and historical context.
No API queries, no log parsing. Vision analyses platform configuration, operational behaviour, and historical context to build a complete picture of the problem.
Vision identifies probable root causes — not guesses. It correlates data across thousands of interconnected configuration objects, routing decisions, and media paths to find the answer.
Every fix is proposed with full evidence before anything changes. Scope, risk, and affected objects are visible. Autonomous resolution — with engineer approval — not autonomous chaos.
Manage all your client contact centre environments from a single interface. Switch between orgs instantly without re-authenticating.
Queue health, platform pulse, and live alerts across all client orgs — surfaced in one view so nothing slips through.
Vision builds operational knowledge of each client's environment. Knowledge that belongs to your organisation, not to individuals.
Add your engineers, set roles, and control who can configure and who can investigate. MFA enforced on Enterprise.
Every fix applied is logged with timestamp, user, affected objects, and outcome. Autonomous operations that remain transparent and accountable.
Each subscriber runs in their own isolated environment. Client data never touches another MSP's instance — by architecture, not by policy.
Support engineers should spend less time searching for answers and more time solving customer problems.
All plans include a free trial — card on file required. Upgrade plans, add orgs and seats on Pro and Enterprise, or cancel any time.
Clarivex is an enterprise software company building the next generation of AI-powered operational intelligence solutions for customer engagement platforms.
Modern CCaaS environments are increasingly complex. As organisations expand across regions, channels, and cloud platforms, support engineers are expected to diagnose and resolve issues across thousands of interconnected configuration objects, routing decisions, media paths, and operational dependencies. Traditional monitoring tools provide data, but they rarely explain why problems occur or how to resolve them.
Our flagship platform, Vision, is an AI-powered Operational Reasoning Platform™ that transforms troubleshooting from hypothesis-driven investigation into evidence-driven diagnosis. Vision analyses platform configuration, operational behaviour, and historical context to identify probable root causes, recommend remediation actions, and — where appropriate — autonomously resolve issues with engineer approval.
"A Zimbabwe contact center escalated a call quality issue they'd been chasing for two days. Their engineers suspected ISP degradation. Vision pulled the data, correlated QoS metrics against agent connection types, and traced it to Wi-Fi instability on four specific agents. Fixed in under three minutes."
— Real case, Vision pilot
Jacques has spent years working inside contact center environments — diagnosing routing failures, configuring complex IVR flows, and managing contact centre platforms on behalf of enterprise clients. Vision is the tool he wished he'd had.
Clarivex is based in South Africa and serves contact centre MSPs internationally. All Vision subscriptions are priced in USD and processed through Paddle as merchant of record.
Clarivex is building the world's first Operational Reasoning Platform for Customer Engagement Systems.
A new way of operating complex customer engagement platforms — where AI and human expertise together make every platform understandable, resilient, and self-optimizing.
Questions about Vision, a pilot request, or just want to talk contact centre AI — we'd like to hear from you.
Vision is currently in a limited pilot with select contact centre MSPs. If you manage CCaaS environments and want early access, reach out — we'd love to hear about your setup.
These Terms of Service ("Terms") govern access to and use of Vision, a Genesys Cloud MSP management platform provided by Econocom 25 (CC), trading as Clarivex ("Clarivex", "we", "us", or "our"), a company registered in South Africa. By creating an account, subscribing to a plan, or otherwise using Vision (the "Service"), the organization on whose behalf you act ("Subscriber", "you", or "your") agrees to be bound by these Terms.
If you do not agree to these Terms, do not use the Service.
Vision is a software-as-a-service platform that helps Managed Service Providers ("MSPs") monitor, diagnose, and manage Genesys Cloud contact centre environments on behalf of their own clients ("Client Orgs"). Vision uses an AI-assisted diagnostic subprocess ("Claude Code") to investigate issues within a Subscriber's connected Genesys Cloud organisations and, where authorized, to propose or apply fixes.
Each Subscriber's environment is deployed in an isolated container. Subscriber data, Client Org configuration, and diagnostic history are logically and physically separated from other Subscribers.
Account creation, sign-in, and organization management are handled by our identity provider, Clerk. Each Subscriber organization is provisioned as a Clerk Organization, and each individual user is provisioned as an Organization Member.
Vision recognizes two user roles within a Subscriber organization:
Admin (org:admin) — full access to the Service, including the ability to add or remove users up to the applicable seat limit, add or remove Client Orgs up to the applicable plan limit, access the billing portal, and view the audit log.
Member (org:member) — full access to the Vision AI workspace and Client Org management functions, but cannot manage users, billing, or view billing information.
You are responsible for maintaining the confidentiality of login credentials and for all activity that occurs under your account, including actions taken by users you invite.
You represent that you have the authority to bind the Subscriber organization to these Terms and that all information provided during registration is accurate.
Vision is offered on a subscription basis across multiple plan tiers, each defined by a maximum number of concurrent user seats and a maximum number of Client Orgs. Current plan details and pricing are published at www.clarivex.co.za/pricing and may be updated from time to time. Certain optional features, including Flow-as-Code (Section 5), are billed separately on a consumption basis in addition to your plan's fixed subscription fee.
Payment processing, invoicing, tax and VAT compliance, and subscription billing are handled by our payment partner, Paddle, acting as Merchant of Record. By subscribing, you also agree to Paddle's applicable buyer terms.
New Subscribers may be offered a free trial period. At the end of the trial period, your selected plan will be billed automatically unless you cancel before the trial ends. Trial length varies by plan and is disclosed at signup.
Plan upgrades take effect immediately. Paddle calculates proration and charges the difference for the remainder of the current billing period.
Plan downgrades take effect at the end of the current billing period. You retain your current plan's access until then.
Additional Client Org or user seat add-ons (where available on your plan) take effect immediately and are billed as additional recurring line items.
If a payment fails, Vision maintains full access to the Service for a grace period of seven (7) days. During this period, administrators will see billing-specific prompts to update payment details, and members will see a neutral notice directing them to their administrator. If payment is not resolved within the grace period, the subscription will be moved to a cancelled state and access will be restricted as described in Section 9.
Vision uses an AI subprocess to investigate issues within your connected Genesys Cloud organisations. You acknowledge and agree that:
The scope of requests the AI subprocess will engage with is restricted by design ("scope restriction"), and the scope of changes it is permitted to apply once a fix is proposed is separately gated (the "FIX_READY" gate). Both restrictions apply independently, and neither substitutes for the other.
Where the Service proposes or applies configuration changes to a connected Genesys Cloud organization, you are responsible for reviewing and, where the Service requires it, approving those changes before they take effect.
AI-generated diagnostics and recommendations are provided on an "as-is" basis and should be evaluated using your own professional judgment before being relied upon in a production contact centre environment.
Diagnostic sessions may involve transmitting relevant configuration data, logs, and metadata from your connected Genesys Cloud organization to our AI infrastructure provider, Anthropic, solely for the purpose of performing the requested diagnostic or fix.
Flow-as-Code is an optional, opt-in feature that allows Vision's AI assistant to generate and edit Genesys Cloud "flows" (IVR and call-routing configurations) directly as code, using Genesys Cloud's own Archy command-line interface. Flow-as-Code is disabled by default. A Subscriber administrator must separately enable Flow-as-Code for each Client Org, from Settings, before it can be used for that Client Org.
Flow-as-Code is a paid add-on subscription, billed at a fixed monthly fee in addition to your underlying Vision plan fee. Enabling Flow-as-Code and maintaining its subscription grants a starter balance of usage credit denominated in US dollars ("Credit"). The starter Credit granted with each monthly charge is intentionally a limited allowance. It is not sized, and should not be relied upon, to cover a full month of typical usage. Your actual usage needs will vary based on factors specific to your Client Orgs and usage patterns, which Clarivex does not control and does not predict or guarantee.
Use of Flow-as-Code is metered. Each AI-assisted flow-editing session consumes Credit in real time, based on the underlying compute cost of that session, and Credit is debited automatically as usage occurs rather than billed afterward as a separate line item.
When your Credit balance is low or reaches zero, you may purchase additional Credit ("Top-Up") in fixed denominations (for example, $5, $20, or $100) or in a custom amount, through the Service. Top-Ups are one-time, non-recurring purchases processed through Paddle, separate from your recurring subscription charges. The price of a Top-Up includes a margin over Clarivex's underlying usage cost and does not represent a direct, one-to-one pass-through of that cost.
Top-Up Credit, once purchased and applied to your account, is non-refundable and cannot be exchanged, redeemed for cash, or transferred to another Subscriber, except where required by applicable law.
Unused subscription-granted Credit carries over from one billing period to the next, up to a maximum combined balance cap equal to three (3) times a single month's subscription-granted Credit allowance. Purchased Top-Up Credit does not expire on its own but is subject to the same combined balance cap once added to your subscription-granted Credit. Credit that would otherwise accrue above this cap is forfeited without refund or other compensation.
Flow-as-Code is billed once per Subscriber (MSP) account, not separately for each Client Org. A single Flow-as-Code subscription and a single shared Credit balance apply across all Client Orgs for which you have enabled Flow-as-Code.
If your Credit balance reaches zero, Vision will block the start of any new Flow-as-Code session until additional Credit is purchased or your next subscription renewal grants further Credit.
Vision will not interrupt or refuse to complete a Flow-as-Code session that is already in progress, or a fix already proposed to you for approval, solely because your Credit balance reaches zero during that session. A session already underway when the balance reaches zero may be allowed to finish, which may result in your Credit balance going marginally negative. This accommodation exists solely to allow a unit of work already underway to complete without interruption. It does not constitute a guarantee of unlimited, uncapped, or free usage, and Clarivex may limit, condition, or withdraw this accommodation at its discretion, including for a Subscriber whose usage pattern indicates an attempt to exploit it.
Flow-as-Code is a metered, consumption-based feature layered on top of a fixed monthly subscription fee. It is not an unlimited or flat-rate feature. Neither the starter Credit granted with a subscription charge nor any Top-Up represents a guaranteed quota of usage, and Clarivex makes no representation as to how much Flow-as-Code usage any particular amount of Credit will provide.
Certain Subscribers who participated in an earlier pilot phase of Vision were granted free or unmetered access to an earlier version of the flow-editing functionality that has since become Flow-as-Code (each, a "Grandfathered Subscriber"). Nothing in this Section 5 revokes, reduces, or otherwise alters any entitlement specifically agreed with a Grandfathered Subscriber in writing prior to the effective date of this Section. This Section 5, including its subscription fee, Credit, and Top-Up structure, applies in full to all other Subscribers, and to any Grandfathered Subscriber's use of Flow-as-Code beyond the specific entitlement separately agreed with that Subscriber.
In addition to our other rights under Section 9 (Term, Suspension, and Termination), we may suspend, disable, or throttle your access to Flow-as-Code if we reasonably believe you are attempting to exploit or abuse the Credit, Top-Up, or refund mechanisms described in this Section, including through repeated chargebacks, refund abuse, or manipulation of balance or usage reporting.
As between the parties, the Subscriber retains all rights to data it submits to or generates within the Service, including Client Org configuration data, diagnostic history, scripts, and any knowledge-base content ("Subscriber Data"). We will not use Subscriber Data other than as necessary to provide, maintain, and improve the Service, or as otherwise permitted under a separate Data Processing Agreement.
You are solely responsible for ensuring you have the necessary rights, consents, and legal basis to connect a Client Org's Genesys Cloud environment to Vision, including with respect to any personal data of the Client Org's own customers that may be processed as part of the Service (for example, within call recordings, queue data, or agent data).
Our collection and use of personal data in connection with the Service is further described in our Privacy Policy, and the terms governing our processing of personal data on your behalf are set out in our Data Processing Agreement, both incorporated by reference into these Terms.
You agree not to, and not to permit any user of your account to:
Use the Service to access, probe, or modify any Genesys Cloud organization, or any other system, that you are not authorized to manage;
Circumvent or attempt to circumvent the Service's scope restrictions or approval gates for automated changes;
Circumvent or attempt to circumvent the Credit, Top-Up, or balance-enforcement mechanisms described in Section 5, including by manipulating usage reporting or abusing refund or chargeback processes;
Use the Service in a manner that violates applicable law, including data protection, telecommunications, or consumer protection law in any jurisdiction in which your Client Orgs operate;
Reverse engineer, decompile, or attempt to extract the underlying models, prompts, or source code of the Service, except to the extent such restriction is prohibited by applicable law;
Resell, sublicense, or provide the Service to any third party otherwise than as contemplated by your intended use as an MSP managing your own Client Orgs;
Exceed the seat or Client Org limits of your subscribed plan other than through the Service's own upgrade or add-on mechanisms.
We aim to provide reliable access to the Service but do not guarantee uninterrupted or error-free operation. The Service depends in part on the availability of third-party providers, including Genesys Cloud, Anthropic, Clerk, Paddle, and our hosting provider. We are not responsible for outages or degraded performance caused by these third parties.
These Terms remain in effect for as long as you maintain an active subscription. Either party may terminate a subscription in accordance with the cancellation mechanisms made available through the Service or the Paddle billing portal.
Upon cancellation or non-renewal, your access to the Service will be restricted, subject to any grace period described in Section 3.3. Following the effective date of cancellation, Subscriber Data will be retained for ninety (90) days, during which reasonable efforts will be made to notify the Subscriber's administrator by email at thirty (30) and seven (7) days prior to permanent deletion. After the 90-day period, Subscriber Data, including Client Org configurations and audit logs, will be permanently purged. Any remaining Flow-as-Code Credit balance, whether subscription-granted or purchased as a Top-Up, is forfeited without refund upon cancellation or termination, consistent with Section 5.4.
We may suspend or terminate your access to the Service immediately, with notice where reasonably practicable, if you materially breach these Terms, including the Acceptable Use provisions in Section 7, or if required to do so by law or by a third-party provider whose services Vision depends on.
Each party agrees to protect the other party's confidential information with the same degree of care it uses for its own confidential information of similar nature, and not to disclose such information to third parties except as necessary to provide or receive the Service, as required by law, or as otherwise agreed in writing.
THE SERVICE, INCLUDING ALL AI-GENERATED DIAGNOSTICS AND RECOMMENDATIONS AND ALL FLOW-AS-CODE OUTPUT, IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, EXCEPT TO THE EXTENT SUCH DISCLAIMERS ARE PROHIBITED BY APPLICABLE LAW. WE DO NOT WARRANT THAT AI-GENERATED RECOMMENDATIONS OR FLOW-AS-CODE OUTPUT WILL BE ACCURATE, COMPLETE, OR SUITABLE FOR YOUR PARTICULAR CONTACT CENTRE ENVIRONMENT, AND WE DO NOT WARRANT THAT ANY PARTICULAR AMOUNT OF CREDIT WILL BE SUFFICIENT FOR YOUR INTENDED USE.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CLARIVEX SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE, INCLUDING FLOW-AS-CODE. CLARIVEX'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS SHALL NOT EXCEED THE SUBSCRIPTION FEE AMOUNTS PAID BY YOU TO CLARIVEX IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
You agree to indemnify and hold Clarivex harmless from any claims, damages, liabilities, and expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of applicable law, or your lack of authorization to connect a Client Org's Genesys Cloud environment to the Service.
We may update these Terms from time to time. Material changes will be notified to the administrator of each Subscriber organization by email or in-app notice at least thirty (30) days before taking effect. Continued use of the Service after the effective date of any update constitutes acceptance of the revised Terms.
These Terms, and any dispute arising out of or relating to them or to the Service, are governed by the laws of the Republic of South Africa, without regard to conflict-of-law principles. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.
Any dispute arising out of or relating to these Terms or the Service that cannot be resolved informally within thirty (30) days of one party notifying the other in writing will be referred to and finally resolved by arbitration under the then-current rules of the Arbitration Foundation of Southern Africa ("AFSA"), in accordance with the Arbitration Act, No. 42 of 1965. The arbitration will be seated in Johannesburg, South Africa, and conducted in English. Nothing in this Section 15.1 prevents either party from seeking urgent interim or injunctive relief from a court of competent jurisdiction pending the constitution of the arbitral tribunal.
These Terms apply on the same basis to Subscribers wherever located. Vision does not currently maintain a jurisdiction-specific version of these Terms for Subscribers located outside South Africa.
This Section 15 governs the relationship between Clarivex and the Subscriber under these Terms. It does not govern the separate payment transaction between the Subscriber and Paddle, which remains subject to Paddle's own Buyer Terms and Conditions. Where a dispute concerns the Service, this Section 15 applies; where a dispute concerns payment processing, invoicing, tax, or a refund handled by Paddle as Merchant of Record, Paddle's Buyer Terms apply instead. Where a dispute involves elements of both, each element will be resolved under the agreement applicable to it.
Questions about these Terms can be directed to:
Or in written form to:
Clarivex (CC)
P.O. Box 10
Leeudoringstad
2630
South Africa
This Privacy Policy explains how Econocom 25 (CC), trading as Clarivex ("Clarivex", "we", "us", or "our"), a company registered in South Africa, collects, uses, discloses, and protects personal data in connection with Vision, our Genesys Cloud MSP management platform (the "Service").
This Policy applies to personal data of: (a) individuals at a Subscriber organization who create accounts and use the Service ("Subscriber Users"); and (b) individuals whose data may appear within a Subscriber's connected Genesys Cloud environment, such as a Subscriber's own end-customers ("Client Org Data Subjects"). Section 6 explains how these two categories are treated differently.
Econocom 25 (CC), trading as Clarivex | Vision, is based in Pretoria, South Africa. For personal data of Subscriber Users, and for personal data processed on our own behalf (e.g. billing, marketing, and account administration), Clarivex acts as the responsible party / data controller. For Client Org Data Subject data processed through the Service on a Subscriber's instructions, Clarivex acts as an operator / data processor, and the terms of that processing are set out in our Data Processing Agreement, not this Policy.
When a Subscriber organization and its users sign up for Vision, our identity provider, Clerk, collects and manages: full name, email address, organization membership and role (admin or member), and authentication/session data.
When a Subscriber subscribes to a paid plan, our payment partner, Paddle, collects billing contact details, payment method information, and transaction history, and acts as Merchant of Record for tax and VAT purposes. Clarivex does not directly store full payment card details.
As Subscriber Users operate the Service, we collect data about how the Service is used, including audit logs, diagnostic session history, scripts, and configuration knowledge-base content associated with the Subscriber's Client Orgs.
When a Subscriber connects a Client Org's Genesys Cloud environment to Vision, the Service reads and, where authorized, writes configuration data within that environment. This may include data relating to the Client Org's own customers or agents — for example, queue data, agent data, and metadata associated with call recordings. Clarivex processes this data solely as instructed by the Subscriber, for the purpose of providing the diagnostic and management features of the Service.
Where a diagnostic session is run, relevant configuration data, logs, and metadata may be transmitted to our AI infrastructure provider, Anthropic, for the purpose of generating diagnostics or recommended fixes. The API/business data is not used to train models.
To provide, operate, and maintain the Service, including AI-assisted diagnostics
To authenticate users and enforce seat and Client Org limits under a Subscriber's plan
To process payments, manage subscriptions, and communicate billing matters
To provide customer support and respond to Subscriber requests
To send service-related communications, including grace-period and data-retention notices
To maintain the security, integrity, and isolation of each Subscriber's environment
To comply with legal obligations and enforce our Terms of Service
With consent or on a legitimate-interest basis, to send product updates or marketing communications, from which recipients may opt out at any time
Where required under applicable law (including POPIA and GDPR), we rely on the following legal bases: performance of the contract with the Subscriber (providing the Service); our legitimate interests in operating, securing, and improving the Service; compliance with legal obligations; and, where applicable, consent (for example, for optional marketing communications).
We use the following subprocessors to provide the Service. Each is bound by contractual obligations to protect personal data consistent with this Policy and our Data Processing Agreement.
| Subprocessor | Function | Data Involved / Location |
|---|---|---|
| Clerk | Authentication, account and organisation management | Subscriber user names, email addresses, login/session data |
| Paddle | Payment processing, billing, tax/VAT compliance (Merchant of Record) | Billing contact details, payment method data, transaction history |
| Anthropic | AI inference for diagnostic and fix-recommendation features (Claude Code / Claude API) | Genesys Cloud configuration data, logs, and metadata relevant to a diagnostic session |
| Amazon Web Services | Hosting of per-subscriber containers and infrastructure | All Subscriber Data at rest and in transit within the Service. Region: eu-west-1 (Ireland) |
| Genesys Cloud | Source system — contact centre platform connected by the Subscriber | Not a subprocessor of Clarivex; Vision connects to it using credentials the Subscriber provides |
We will update this table as our subprocessors change and, where required under a Subscriber's Data Processing Agreement, will provide advance notice of any new subprocessor.
Personal data belonging to a Subscriber's own end-customers (Client Org Data) is processed by Clarivex strictly on the Subscriber's instructions, as an operator/processor. Requests from a Client Org Data Subject to exercise data protection rights (such as access, correction, or deletion) relating to Client Org Data should generally be directed to the relevant Subscriber (the MSP), who is responsible as the controller/responsible party for that data. Clarivex will reasonably assist Subscribers in responding to such requests as required under our Data Processing Agreement.
Vision's infrastructure is hosted on Amazon Web Services in the eu-west-1 (Ireland) region. Diagnostic processing may involve transmitting data to Anthropic's infrastructure. Because Clarivex is based in South Africa and may process data originating in the EU/UK, US, or elsewhere, personal data may be transferred across borders. Where required, we rely on appropriate safeguards (such as standard contractual clauses or equivalent mechanisms) for such transfers.
We retain Subscriber Data, including Client Org configuration and audit logs, for as long as a subscription remains active. Following cancellation or non-renewal, Subscriber Data is retained for ninety (90) days, during which the Subscriber's administrator will receive warning emails at thirty (30) and seven (7) days before permanent deletion. After this 90-day period, Subscriber Data is permanently purged from our systems, except where retention is required to comply with a legal obligation, resolve disputes, or enforce our agreements.
Billing records are retained by Paddle in accordance with its own retention obligations as Merchant of Record, including applicable tax and accounting record-keeping requirements.
Each Subscriber's environment runs in a physically isolated container, with Subscriber Data logically and physically separated from other Subscribers. We use industry-standard technical and organizational measures — including encryption in transit, access controls, and role-based permissions (admin vs. member) — to protect personal data. No system is completely secure, and we cannot guarantee absolute security.
Subject to applicable law, you may have the right to: request access to the personal data we hold about you; request correction of inaccurate data; request deletion of your data; object to or restrict certain processing; request a copy of your data in a portable format; and withdraw consent where processing is based on consent. To exercise these rights, contact us using the details in Section 13. If your data was provided to us by a Subscriber as part of Client Org Data, see Section 6.
The Service and our marketing site (clarivex.co.za) may use cookies or similar technologies for authentication (via Clerk), essential functionality, and analytics.
The Service is intended for business use by MSP personnel and is not directed to children. We do not knowingly collect personal data from children.
Questions about this Privacy Policy, or requests to exercise your data protection rights, can be directed to:
info@clarivex.co.za
Or written submission to:
Clarivex (CC)
P.O. Box 10
Leeudoringstad
2630
South Africa
We may update this Privacy Policy from time to time. Material changes will be notified to Subscriber administrators by email or in-app notice at least thirty (30) days before taking effect.
This Refund Policy applies to subscriptions to the Vision platform (the “Service”) provided by Econocom 25 CC, trading as Clarivex (“Clarivex”, “we”, “us”, or “our”), and sold through our authorised reseller, Paddle.com Market Ltd (“Paddle”).
Paddle acts as the Merchant of Record and authorised reseller for all Vision subscription purchases. Paddle handles payment processing, tax collection, invoicing, and refunds on our behalf, in accordance with Paddle’s own Buyer Terms and this Policy. Your card or bank statement will show a charge from Paddle, not from Clarivex.
We want you to be confident in your decision to subscribe to Vision. If you are not satisfied with the Service for any reason, you may request a full refund of your most recent subscription payment — whether an initial payment or a renewal — within 30 days of that payment date (the “Refund Window”).
New Vision subscriptions begin with a free trial period (14 days for the Starter and Pro plans; 30 days for the Enterprise plan). You will not be charged until your trial ends, so no refund is necessary if you cancel during the trial — simply cancel before the trial ends to avoid being charged.
To request a refund within the Refund Window, contact us at info@clarivex.co.za with your Paddle order or subscription ID and the email address used for billing. We will review your request and, where approved, instruct Paddle to process it. Refunds are issued to your original payment method and processing times vary depending on your bank or card provider.
You may cancel your Vision subscription at any time from your account billing settings or by contacting us directly. Cancelling stops future billing but does not, by itself, refund your current billing period — if you also want a refund of your most recent payment and you are within the Refund Window, request this separately under Section 4.
After cancellation, your data is retained for 90 days. During this period you may resubscribe and resume access with all your data intact. After 90 days, your data is permanently deleted.
Because Paddle is the Merchant of Record, chargebacks and payment disputes are raised against Paddle rather than Clarivex. We encourage you to contact us first at info@clarivex.co.za so we can resolve any issue directly — this is usually faster than a bank or card dispute. Access to the Service may be suspended while a dispute is under investigation.
Nothing in this Policy limits any non-waivable rights you may have under applicable consumer protection law, including the South African Consumer Protection Act, 68 of 2008, or the mandatory terms of Paddle’s Buyer Terms and Conditions. Where those rights offer greater protection than this Policy, they will prevail.
We may update this Refund Policy from time to time. The version in effect at the time of your purchase will apply, unless a later version is required by law. The effective date above reflects the date of the current version.
Econocom 25 CC, trading as Clarivex
PO Box 10, Leeudoringstad, North West, 2630, South Africa
Reg. No. 2001/028452/23
Email: info@clarivex.co.za
Phone: +27 83 643 3952
Website: www.clarivex.co.za
Everything you need to get your team running Vision, from your first sign-in to your day-to-day workflow. Start with the Quick Start if you're new — the full guide below covers every page and feature in depth.
This walks a brand-new subscriber through Vision for the first time, start to finish. Total time: about 10 minutes, most of it waiting on two automatic emails.
From the Pricing page, pick Starter, Pro, or Enterprise, and choose monthly or annual billing. A modal asks for your company name and work email before checkout opens — this has to be a real company domain, not a personal Gmail/Outlook/Yahoo-style address, since it becomes both your billing contact and your Vision admin login. Personal addresses are rejected immediately here, before any card is charged.
Paddle's secure checkout opens with your email already filled in and locked, so it can't drift from what you entered. Every plan includes a 14-day free trial; a card is required up front, and you won't be charged until the trial ends. Tax (VAT/GST, where applicable) is calculated and added on top of the listed price at this step.
Within about a minute of completing checkout, your workspace is created automatically and an invitation email arrives at the address you entered, from Vision's identity provider (Clerk). You'll also receive a short Welcome to Vision email from noreply@notifications.vision.clarivex.co.za with these first steps and a link back to this guide. It doesn't contain a sign-in link on purpose — always use the Clerk invitation to get in, and don't sign up on this website yourself, as that won't give you your admin role. If either email doesn't show up in a minute or two, check spam/junk before contacting support (replying to the welcome email reaches us at info@clarivex.co.za).
Click the link in the email — it takes you straight to a sign-in prompt with your email already filled in. Vision uses passwordless magic-link sign-in only: click the link Clerk emails you, no password to set and no social login option. Bookmark this page once you land in Vision — there's no separate public sign-in page to find your way back to later, so this exact URL is your personal, permanent way in from now on.
You're now signed in to your own private Vision instance as its Admin — the only role that exists until you invite teammates (see Account below). Your workspace starts with zero Genesys org clients connected; that's expected.
Sidebar → Add client — any team member can do this, not just admins. You'll need a name for the org (anything you'll recognize), its Genesys Cloud region, and an OAuth client ID/secret from a Client Credentials grant created inside that Genesys org (Admin → Integrations → OAuth). See Adding a Genesys org client for exactly what permissions that OAuth client needs. Provisioning takes a few seconds; the client appears in the sidebar once ready.
The first time anyone opens Workspace for this client, Vision automatically runs a one-time discovery pass before getting to your actual question: it pulls real configuration from the Genesys API on its own, then asks you a short series of architecture questions one at a time that no API can answer — things like whether agents use desk phones or WebRTC, and whether edges are on-prem or cloud-hosted. Answer them as they come; this only happens once per org client.
Once setup is done, describe a real problem in plain language — "calls to the Sales queue aren't ringing agents," or "audit which OAuth clients have write access." Vision investigates using live, read-only API calls against that org and explains what it finds.
If a fix is needed, Vision proposes the exact change as a card in the chat — nothing is changed in your Genesys org until you click Apply fix to system. Click Apply to run it for real, or Cancel to discard the proposal with no changes made. Once you click Apply, it runs to completion and can't be stopped or undone — review the proposal carefully before committing. That's the whole loop you'll use every day.
Invite your team from Account, turn on flow-as-code if you want Vision to safely edit Architect flows directly, try building a flow from a diagram, and if you run a standby/disaster-recovery org, set up BCP Compare to keep it in sync.
Describes Vision as it actually works today, page by page. Use the contents below to jump straight to what you need.
Vision gives your team a browser-based way to manage Genesys Cloud contact centre orgs without needing deep Genesys API or Architect expertise. Instead of hunting through the Genesys Cloud admin UI or writing scripts by hand, you describe a problem in plain language and Vision's built-in AI investigates using real, live API calls against that org, explains what it found, and proposes an exact, reviewable fix. Nothing changes in your Genesys org until you explicitly approve it.
Each subscriber (your company) gets its own private Vision instance — your team, your Genesys org clients, and your data are never visible to any other Vision customer.
There are two roles:
If you subscribed directly, you're the Admin from the moment you accept your invitation — see the Quick Start above. If a colleague invited you, you'll receive the same kind of Clerk invitation email; click the magic link inside to sign in with whichever role they assigned you. Either way, bookmark the page you land on the first time you sign in — there's no separate public sign-in page, so that URL is your personal, permanent way back into Vision.
The sidebar lists every Genesys org client connected to your Vision instance and is how you switch between them — each client's data, chat history, and settings are completely independent of the others. It also shows your plan's current usage (e.g. "3/8 clients") and a small warning badge on any client that has a fix awaiting your review, even if you're currently looking at a different one.
Any team member can do this — it isn't limited to admins. Sidebar → Add client:
Once added, Vision provisions a private working directory for that org automatically — this takes a few seconds, and the client shows up in the sidebar once ready. Each plan has a maximum number of org clients and team members it supports; the sidebar shows your current usage, and Account is where you add more.
Select an org client from the sidebar, then Workspace. This is a chat: type a problem description and press Enter, or click Send. The input box grows automatically as you type longer messages.
Before it addresses anything you ask, Vision runs a one-time discovery pass the very first time anyone opens Workspace for a given org client: it extracts real configuration from the Genesys API on its own (divisions, queues, flows, schedules, and more), then interviews you — one question at a time, waiting for each answer — for architectural details no API exposes, like whether agents use desk phones or WebRTC, and whether edge servers are on-prem or cloud-hosted. This happens once per org client; every conversation after that starts straight in on your actual question.
Applying a fix is a commit, not a preview. Once you click Apply fix to system, it runs to completion and cannot be stopped, paused, or undone once started — review the proposal carefully first. This is different from investigating: Stop only works before a fix is proposed (see below).
Stop button: while Vision is actively investigating (before a fix is proposed), a Stop button lets you interrupt it if you've changed your mind or asked the wrong question. It's disabled the moment a fix starts applying, for the reason above.
Starting fresh: each org client holds one active conversation at a time. New session in the Workspace top bar clears it and starts over. There's no UI to browse or reopen past conversations, and the Audit log below only records fix activity (proposed/approved/rejected/applied) — a pure investigation that never produced or applied a fix leaves no record there, since nothing in your Genesys org actually changed. Pressing the Up/Down arrow keys in an empty input box recalls your last few sent messages for that client, as a typing convenience — this isn't a saved conversation history, just input recall.
If the connection to Vision's backend drops, the input is disabled with a "Connecting…" message until it's confirmed again — deliberate, so you can't send a message that would silently fail.
The paperclip icon next to the input box opens a file picker. You can attach up to 5 files at once (15MB each): .xlsx, .csv, .txt, .png, .jpg/.jpeg, .vsdx, or .docx. Attached files appear as removable chips above the input while you finish typing your message — they're sent together once you hit Send, and show up in the chat as clickable, downloadable attachments afterward. Use this whenever you want Vision to read something specific — a spreadsheet of numbers to audit, a CSV export to cross-check, or a diagram (see below).
Attach an image or Visio file via the paperclip button, then ask Vision to build or update the Architect flow it shows. Two paths:
Either way, treat the diagram as a starting point, not a finished spec: Vision will ask you for anything the diagram can't show — exact DTMF digits, queue names, routing expressions, prompt audio files — rather than guessing. It won't attempt to build from an arbitrary hand-drawn sketch or unrelated screenshot; it will say so and ask you to describe the flow in words instead.
Next to the chat, two tabs:
A library of small Python scripts for this org client — some pre-built (health checks, extracts, audits), others you or Vision can write together during an investigation. From this page you can run a script, view/edit its description, download it, upload a new one, or delete one you no longer need.
Below the script list, a collapsible Output Files panel lists reports Vision has generated for this org — rendered flow diagrams, extracts, and similar output — separate from the scripts themselves. It refreshes automatically every few seconds while you're on the page, so a report a running investigation just wrote shows up without you navigating away and back. Each file can be downloaded individually, or select several with the checkboxes and use Delete selected to clean up in bulk (you'll be asked to confirm first). Files here are removed automatically after 90 days of inactivity — download anything you want to keep longer.
A real-time snapshot of the selected org: how many users are logged in (against your licensed capacity, if configured), open platform incidents, and edge (voice gateway) health, including whether any edge has a pending software update. Below that, live queue health — who's waiting, who's interacting, and utilisation per queue. Refreshes automatically every 60 seconds while you're on the page.
A categorised list of things worth your attention in this org right now, grouped by severity across categories like platform incidents, integration errors, and unpublished flows. Also refreshes automatically every 60 seconds.
If you run a standby or disaster-recovery Genesys org alongside your production one, BCP Compare checks that the two stay in sync. Pick a source org (your live production org) and a target org (your BCP/standby org) from your connected clients, then run a comparison across Divisions, Queues, Schedules, Schedule Groups, Data Tables, and Flows.
Results show, per object type, what's identical, what differs, and what exists only on one side — differences are expandable down to the exact field-level values. A history of past comparisons is kept below, so you can reopen an earlier run without re-comparing. Note that phone numbers and IVR routing aren't compared here by design — those stay on production and get rerouted to the BCP org through Genesys Cloud's own Voice organization linking, not duplicated configuration.
Per org client:
By default, Vision never edits Architect flows directly — hand-editing raw flow JSON is unsafe and stays permanently off. Flow-as-code lets Vision read and safely modify this org's flows instead, as validated, reviewable YAML. Click Enable flow-as-code to turn it on for this client — this kicks off a background schema-generation step against the org's real Genesys API that takes a few hours, shown as a Generating badge; the button relabels to Refresh schemas once ready, or Retry if generation ever fails. Nothing else changes in the meantime.
Flow-as-code usage is metered separately from your main subscription. A balance badge on the Settings page shows how much flow-as-code credit this client has left — green when healthy, amber when low, red when exhausted — visible to the whole team, editable only by admins.
If this org has a voice gateway (e.g. an AudioCodes SBC) on its own internal network that Vision needs to reach, this feature connects to it through a private tunnel instead of asking the org to expose it to the internet.
192.168.10.0/24 — just the gateway's own address is enough unless Vision needs to reach other devices on the same network too; it must be a private range, not a public IP). Click Save & connect.
Many gateways across many sites? One connector and one CIDR can cover all of them at once, as long as the sites are already interconnected on the org's own side — a WAN or MPLS backbone linking multiple country/branch offices back to a hub, for example. In that case, enter the broader range that covers the whole backbone (e.g. 10.17.0.0/16 instead of one site's own /24) rather than one gateway's single address, and run the one connector command somewhere on that backbone with routing visibility to all of it — every gateway behind it becomes reachable through that one setup, including ones added later. This only works if the sites are genuinely interconnected on a shared network already; gateways on truly separate, unconnected networks each need their own connector and aren't supported by a single configuration today.
If that machine doesn't already have Docker installed:
curl -fsSL https://get.docker.com | sh. Afterward, either put sudo in front of both lines of the connector command below, or run sudo usermod -aG docker $USER then close and reopen your terminal — either way avoids a "permission denied" error, which is normal and expected on a fresh install until one of those is done.docker --version — it should print a version number, not an error.docker with podman at the start of both lines of the connector command; everything else is identical. Confirmed working against a real gateway this way.Where to paste the command: open a terminal on that same machine — Terminal on Mac/Linux, or Command Prompt/PowerShell on Windows — and paste the whole block exactly as the Copy button copied it (it's two commands together; both need to run). Press Enter. The first run downloads a small container image, which takes a few seconds.
If status instead shows Network mismatch, the machine that ran the connector command advertised a different network range than what was configured in step 1 — check the command was copied correctly and re-run step 1 if the range needs correcting. Disable tears the connection down cleanly and can be reconfigured from scratch at any time.
Status shows Active, but Vision still can't reach the gateway (connection attempts time out rather than being refused): Active only confirms the connector registered correctly and the network range matches — it doesn't confirm the connector machine can actually forward traffic through to the gateway. The most common cause is IP forwarding not being enabled inside the connector container. On the machine running the connector, run:
docker exec vision-gateway-connector sh -c "echo 1 > /proc/sys/net/ipv4/ip_forward"
This takes effect immediately with no restart needed — retry the request in Vision right after. Connector commands generated from 2026-10-02 onward set this automatically at startup so it survives a restart; a connector set up before that date needs this one-time fix applied once (or, simplest, click Disable and Save & connect again to get a fresh command with the fix built in).
The connector's own logs show "authkey already used" repeating every 20–40 seconds (check with docker logs vision-gateway-connector — or podman logs): the key was already consumed by a successful registration and can never be reused — Headscale keys are single-use. Retrying with the same key will never succeed, no matter how many times it's attempted. Fix: remove the container (docker rm -f vision-gateway-connector) and click Disable then Save & connect in Vision to get a brand-new, unused key, then run the fresh two-line command it gives you.
Once VPN Gateway Access has been configured at least once for this org, a separate Voice Gateways section appears below it — this is where you list the specific gateways Vision should check, as a JSON array, one object per device:
[
{ "host": "10.17.189.12", "name": "Nigeria_Genesys_SN_123456789", "port": 443 },
{ "host": "10.17.189.13", "name": "Nigeria_Genesys_SN_123456789", "port": 443 }
]
name is how you and Vision's AI refer to a specific gateway in conversation (e.g. "check the Nigeria ones"). port defaults sensibly if omitted; AudioCodes-specific fields like https, verify, and the sip_test_* settings are optional, matching the AudioCodes REST API's own fields for that device.host/name) is rejected immediately with a specific error rather than silently saved.With both configured, asking Vision's AI something like "run a health check on this org's gateways" has it invoke the existing AudioCodes health-check tooling against every gateway in this list, over the tunnel VPN Gateway Access set up.
Separate from any specific org client — this is your company-level account.
If your subscription payment fails, you'll see a grace-period banner with the time remaining before access is suspended — resolving payment through the billing portal link clears it immediately.
For security, Vision signs you out automatically after 30 minutes of inactivity. Two minutes before that happens, a "Still there?" prompt appears with a live countdown — moving your mouse, typing, or clicking anywhere in the app (not just the prompt's own button) cancels the sign-out and resets the timer. If nothing happens before the countdown reaches zero, you're signed out and simply sign in again when you're back.
Short walkthroughs of Vision at work. Turn the sound on for the narration. The organisations and data shown are fictional.
Upload your .vsdx call-flow diagram in the chat, tell Vision what to build, and it reads every shape and arrow, maps them to Genesys Cloud actions and prepares the flow. You review the change before anything is written, then apply it.
Draw it in Visio. Let Vision build it in Genesys. Start with the diagram you already have: shapes, arrows, menu options. Upload the file, and tell Vision what to build. Vision reads every shape and arrow, maps them to Genesys actions, generates the flow, and validates it. Nothing is written until you review and confirm. And your flow is live in Genesys Cloud, built straight from your diagram. Clarivex Vision. From diagram to live flow.
Click Add client, enter the organisation's name and Genesys Cloud region, then its OAuth client ID and secret. Click Add & provision and the organisation appears in your sidebar, ready to use.
Adding an organisation takes just a few steps. Enter its name and Genesys Cloud region. Then the OAuth client ID and secret. Click Add and provision, and it's ready.
Every organisation runs differently, so Vision can be customised to fit yours. Here a custom call quality tool, built inside Vision for one organisation, is put to work: ask Vision to monitor call quality for 30 minutes, follow the log as it grows, then ask for the results, with scores for every call leg and every flagged call.
Every organisation is different. Vision can be customised to fit yours. This organisation has a custom call quality tool, built right inside Vision. Just tell Vision what you need: monitor call quality for thirty minutes, and flag any poor call. Vision runs the custom tool in the background, checking every minute. Follow the log as it grows. Any call below your MOS threshold is flagged. When the time is up, ask for the results: scores for every call leg, and every flagged call. Your operation. Your tools. All inside Vision. Clarivex Vision. Built around your operation.
Ask Vision to test a flow. It builds a safe copy where every transfer goes to a dummy queue with no members, so no real agent is ever alerted, then runs scripted conversations through it and checks the results against what Genesys recorded. Failures are explained, never hidden, and Vision can also simulate a call flow's logic offline with nothing touched in Genesys.
You've built a flow. Does it really do what you meant? Just ask Vision to test it. Vision drafts a test for every path, then plans a safe copy, so no real agent is ever alerted. Nothing is created until you approve it. Then it runs scripted conversations through the copy, and checks the results against what Genesys itself recorded. Three passed. One failed, and Vision explains exactly why. It can simulate a call flow too, offline. Every path, with nothing in Genesys touched. Safe copies. Real conversations. Clear findings. Clarivex Vision. Find out more at www.clarivex.co.za.