Hex, your console assistant

Hex is the little blue hexagon with eyes in the bottom-right corner of every console page. On a review case and on a person's page, where that corner is busy, it sits as a tab on the right edge instead. Open it and ask, in plain words and in any of the console's languages, and it answers about your account and the page you are on. It reads the same data you can see, explains how a page or a setting works, and can take you to the exact control that changes something. It never changes anything on its own.

The first time you open the console, Hex says hello once with Say hi to Hex: Try Hex opens it and Maybe later puts it away. Until you have opened it, a small bubble may also appear above it once per visit, offering to take you straight to whatever you cannot find. After a couple of minutes without activity Hex falls asleep in its corner; that changes nothing, and it wakes as soon as you move the mouse, type or scroll.

Home and Chats

When Hex opens it shows Home: a few questions people usually ask on the page you are on, and Help me with this page, which walks you through the page in a few short lines and suggests one thing to try next.

Chats keeps your 20 most recent conversations so you can pick one up again. They are kept in this browser only, so they do not follow you to another computer and nobody else on your team can read them. New chat starts fresh, and Clear history removes every saved chat from this browser after asking you to confirm, because it cannot be undone. Signing out also removes your saved chats from this browser.

When it asks which one you mean

A question like "why does this flow send so many cases to review" can fit several flows, and "this person" can fit several people with the same name. Rather than guess, or quietly average across all of them, Hex shows the ones that fit and you tap the one you meant.

Why so many manual reviews

Ask why cases keep reaching Manual review and Hex first picks the flow, then reads what actually sent recent cases to a person. It shows the causes with their share of the total, the setting behind each one, what moving that setting would change, and what risk it trades. A cause that comes from one of your own rules, such as a finding set to send to review, is named as yours.

It can also estimate a change before you make it: what would have happened to your recent sessions if, for example, the flow's sensitivity were lower. That is an estimate from past results, and it says what it cannot see, so read it as a guide rather than a promise.

Why there are no automatic rejects

Hex checks your own settings rather than giving a general answer. The usual reasons are, in order: your findings policy sends those findings to review instead of rejecting; the reject was one the applicant can fix by trying again (a blurry photo, glare, a document out of frame), which always goes to a person by design; your country rules send a blocked country to review rather than rejecting it; or automatic decisions on the Team page are off or have no reject line. It tells you which of these applies to you.

Changes, always with your tap

Hex never changes a setting by itself. When a change would help, it shows a card with the setting as it is now and as it would be, and what the change trades. Nothing happens until you tap Apply. The change is then saved exactly as if you had made it on the page, checked against your role the same way, and recorded in Team activity under your name. Show me on the card opens the setting on its own page instead.

Today Hex can prepare two kinds of change: a flow's sensitivity, and a flow's rule for one finding (reject, send to review, or allow). For anything else it opens the right page and rings the exact control, so you can make the change there yourself.

It takes you there

Ask where something is, or how to change it, and Hex opens the page and rings the control you need, for example the sensitivity slider on a flow or the review policy on the Team page. It only opens pages your role can open.

Ask Hex on a case, a person or a network

An Ask Hex button sits on a review case, a person, a verification and the fraud network. It opens Hex already looking at that record. From there you can ask it to analyse the case or the person, who they are connected to and through what (a device, a face, a document, an email address), or what happened on the case: who claimed it, who decided it and how long it took.

Hex points out what is worth looking at. A person decides the case, never Hex.

Your team

If your role can see team activity, Hex can tell you how the team or one member is doing: how many cases they decided, how quickly, how many were decided without opening the evidence, and how many decisions were later reversed. A handful of cases is weak evidence and Hex says so. It can also tell you who changed a setting and when.

Help with your integration

For whoever connects TrustWix to your product, Hex can follow one verification's result end to end. Ask something like "we never got the result for vs_…" and it shows every webhook delivery for that verification (the event, the endpoint, your server's response code and how long it took, and any retries) and your own API calls that fetched it. It checks each of your endpoints against the rules that decide whether it receives the result: the same environment as the verification, subscribed to that event, active, and allowed by its key filter. Then it says plainly whether the result reached your server, and if not, why.

It can also report how each webhook endpoint is doing (success rate, failures, response time) and list your API keys, your endpoints, the events each one is subscribed to, and any key whose verifications reach no endpoint. It never shows a secret. See Webhooks and API keys.

What needs your attention

Ask "what needs my attention" for a quick health check of your account: things like a review queue that is growing, cases waiting a long time, or a flow sending far more to review than the others. Each one comes with why it matters, and Show me opens the place to look.

What Hex can see

Exactly what your role and your environments allow, and nothing more. If you cannot open a page, Hex cannot read it for you. Applicants' personal details reach Hex only if your role may reveal them, and each time Hex reads them for you it is recorded in Team activity like any other reveal. See Roles for what each role covers.

Limits

Hex answers from your data at the moment you ask, so a number can change a minute later. Estimates are always labelled as estimates. When Hex cannot help with something, it says so plainly and offers the closest thing it can do, and the TrustWix team learns what to teach it next. It is a helpful colleague, not the final word: if an answer looks wrong, check the page it points to.