1 Ask Questions
Type any question about Xilnex products, features, or processes. Compass searches the internal knowledge base and streams a sourced answer with confidence level, team attribution, classification badge (Simple / Complex / Multi-topic), and feedback buttons.
Multi-topic questions are automatically decomposed into sub-queries for better retrieval. Answers can include formatted tables, cite documents, Zoho tickets, and GitLab issues.
Multi-topic questions are automatically decomposed into sub-queries for better retrieval. Answers can include formatted tables, cite documents, Zoho tickets, and GitLab issues.
XC
Xilnex Compass
🦊
How do I fix duplicate loyalty points being awarded on a split payment?
XC
When a split payment is processed, the loyalty module may trigger twice — once per payment method. This is a known issue that was resolved in version 4.2.3.
Solution: Update the loyalty plugin to v4.2.3+, which deduplicates point awards by transaction ID. If you're on an older version, you can manually void the duplicate entry from Loyalty > Transaction History.
Solution: Update the loyalty plugin to v4.2.3+, which deduplicates point awards by transaction ID. If you're on an older version, you can manually void the duplicate entry from Loyalty > Transaction History.
🦊
What's the difference between NinePay and AutoCount?
XC
NinePay and AutoCount serve different roles in the Xilnex ecosystem:
| Aspect | NinePay | AutoCount |
|---|---|---|
| Category | Payment Method | Accounting Integration |
| What it does | Accepts customer payments | Records transactions in accounting |
| When used | During checkout | After sales completed |
2 “Did You Know?” Card Stack
The welcome screen features a swipeable stack of interesting facts extracted from the knowledge base. Drag cards left or right to reveal the next one.
Facts are auto-generated at document ingestion time. Each card shows the source team, related document name, and a progress counter. Three layers peek behind the front card to hint at more content. Only product docs and release notes generate fun facts (GitLab/Zoho tickets are excluded).
Facts are auto-generated at document ingestion time. Each card shows the source team, related document name, and a progress counter. Three layers peek behind the front card to hint at more content. Only product docs and release notes generate fun facts (GitLab/Zoho tickets are excluded).
What would you like to know?
I can answer questions about Xilnex POS features, loyalty system, payment methods, and more.
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Did you know?
Loyalty points are calculated AFTER membership discounts, not before.
Loyalty
3 Slash Commands
Type
/ to see all available commands. Selecting a command locks it as a chip — type the argument alongside it.Available commands
/help
Show all available commands
/which-team
Enter topic
Find which team owns a product or topic
/who
Enter name
Find which team a person belongs to
/short
Enter question
Get a quick, concise answer
/zoho
Enter ticket ID
Look up an ingested Zoho ticket
/gitlab
Paste GitLab issue URL
Look up a GitLab issue
/suggest-zoho
Enter ticket ID
BETA
AI suggestion for a Zoho ticket
/suggest-gitlab
Paste GitLab URL
BETA
AI suggestion for a GitLab issue
/resolve-zoho
Enter ticket ID
Generate resolution for Zoho ticket
/customer
Enter customer name
Look up enterprise customer profile
/suggest-zoho ×
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/short — Quick AnswersGet a concise answer without the full detail. Same knowledge base, shorter response.
XC
Xilnex Compass
🦊
/short
what payment methods are supported?
XC
Xilnex POS supports: Cash, Credit/debit cards (Visa, MC, AMEX), E-wallets (GrabPay, TnG, Boost), QR payments, and bank transfers.
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/hr — HR Policy AssistantAsk about HR policies, leave, benefits, and more. Searches only documents tagged with the “Human Resource” category — HR docs are excluded from normal queries, and product docs won’t appear in /hr results. Available to everyone.
XC
Xilnex Compass
🦊
/hr
what is the leave policy?
XC
Annual Leave Policy
All full-time employees are entitled to 14 days of annual leave per calendar year, prorated for new joiners.
• Apply 3 working days in advance
• Max 5 days carry-forward to next year
• Emergency leave: notify manager by 10:00 AM
All full-time employees are entitled to 14 days of annual leave per calendar year, prorated for new joiners.
• Apply 3 working days in advance
• Max 5 days carry-forward to next year
• Emergency leave: notify manager by 10:00 AM
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/which-team — Team OwnershipInstantly find which engineering team owns any topic. Shows team members, "Best match" badge, and a direct link to the team's Lark group chat. Zero AI cost — instant keyword lookup.
XC
Xilnex Compass
🦊
/which-team
voucher
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/who — Person LookupFind which team a person belongs to and which teams they manage. Shows avatar, name, role badge, “Manages N teams” indicator, and a direct Lark DM button. Separated from
/which-team for clarity.XC
Xilnex Compass
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/who
alvin
XC
AJ
Alvin Jiang
Admin
Customer Transaction
Manages 2 teams
Customer Transaction
Open in Lark
AJ
KL
SM
+4
Customer Loyalty
Open in Lark
AJ
WC
TH
+3
Tap a team to see full member details
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/zoho & /gitlab — Ticket LookupLook up Zoho tickets or GitLab issues by ID or URL. Shows the full ticket details, status, and linked knowledge.
XC
Xilnex Compass
🦊
/zoho
48291
XC
Ticket #48291 — Duplicate loyalty points on split payment
Closed
High
Customer reports duplicate loyalty points being awarded when split payment is used at checkout. Resolved by updating loyalty plugin to v4.2.3.
View in Zoho Desk →
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/suggest-zoho & /suggest-gitlab — AI Suggestions BETAApp SupportAdminFetches a live ticket, analyzes it with AI, and suggests a resolution based on past knowledge. Results are cached for 24 hours. Available for both Zoho tickets and GitLab issues.
This feature is currently in beta — available to Application Support and admins only.
This feature is currently in beta — available to Application Support and admins only.
XC
Xilnex Compass
🐼
/suggest-zoho
49102
XC
Understood question: Customer reports "code expired" error when applying discount code at checkout, but the code should still be valid.
2. If the code is still within its intended validity period, have the merchant update their timezone and retry
3. If the issue persists, escalate to the Customer — Transaction team — this may need a hotfix to the promo engine's time comparison logic
This ticket is still open. The suggestion will be updated when new comments are added.
View in Zoho Desk
Root Cause
This is likely caused by a timezone mismatch in the promo validity check. The discount code expiry is stored in UTC but compared against the merchant's local time, causing codes to appear expired prematurely for merchants in UTC+ timezones.Solution
1. Confirm the merchant's timezone setting in Settings > Store Profile2. If the code is still within its intended validity period, have the merchant update their timezone and retry
3. If the issue persists, escalate to the Customer — Transaction team — this may need a hotfix to the promo engine's time comparison logic
This ticket is still open. The suggestion will be updated when new comments are added.
View in Zoho Desk
10 Document Management
Upload, edit, and manage knowledge base documents from the /manage page. Documents are grouped by team with expandable sections.
Supports three tabs: Documents (upload .md/.txt/.rst files), GitLab Issues (sync resolved bugs), and Zoho Tickets (sync closed tickets).
Supports three tabs: Documents (upload .md/.txt/.rst files), GitLab Issues (sync resolved bugs), and Zoho Tickets (sync closed tickets).
47 tickets
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customer-loyalty
9
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customer-transaction
7
11 Document Editor
Write or edit documents in the built-in markdown editor with live preview. A Template button loads a ready-made structure, and the Tips panel shows writing best practices. Line numbers help reference specific content.
New Document
Template
Tips
Make sections self-contained
Each section should make sense on its own.
Use clear headings
Descriptive ## headings, not "Notes" or "Misc".
Front-load the answer
Put the most important info first.
Keep paragraphs focused
One topic per paragraph.
Use bullet points and lists
Structured content is easier for AI to parse.
No sensitive content
No passwords, API keys, or credentials.
e.g. Loyalty FAQ
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# [Topic Name]
## Overview
[Brief description of what this topic is about.]
## How It Works
- [Key concept or step 1]
- [Key concept or step 2]
- [Key concept or step 3]
## Configuration / Setup
1. Go to **Settings > [Section] > [Option]**
2. [Step 2]
3. [Step 3]
4. Click **Save**
## Common Questions
- Q: [Frequently asked question]?
A: [Clear, direct answer.]
## Troubleshooting
- **Problem:** [Description of the issue]
**Solution:** [Steps to resolve it.]
Template loaded — fill in the [placeholders] and click Check
Cancel
Check
12 Content Validation
All documents must pass a content check before saving. The Check button validates for sensitive content (passwords, API keys — blocks saving) and quality issues (missing headings, long paragraphs — warns only).
The Save button only appears after Check passes.
The Save button only appears after Check passes.
Edit Document
Payment Gateway Setup
.md
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# Payment Gateway Setup
## Overview
Xilnex POS supports multiple payment gateways for processing card and e-wallet transactions.
## Supported Gateways
- Fiuu (formerly Razer Merchant Services)
- GHL / e-Genting
- iPay88
- Revenue Monster
## How to Configure
1. Go to Settings > Payment > Gateway Configuration
2. Select the gateway provider
3. Enter the Merchant ID and Verification Key
4. Click Save & Test Connection
All checks passed — document looks good!
Cancel
Check
Save Changes
13 Change History & Diff
Every document edit is tracked with a change summary. From the dashboard’s Top Contributors section, click any contributor to see their activity, then “View changes” to open a diff detail modal showing sections added, removed, or modified with word count delta.
Deleted documents are shown with a strikethrough and “Deleted” badge. Change details are stored in S3 with 180-day retention.
Deleted documents are shown with a strikethrough and “Deleted” badge. Change details are stored in S3 with 180-day retention.
JD
John Doe
Contribution History
✎
Edited Payment Integration FAQ — 2 sections modified, +340 words
7 Apr 2026 · View changes
📄
Uploaded Zoho CRM Sync Guide — Re-uploaded — 1 section added, +210 words
3 Apr 2026 · View changes
📄
Uploaded Legacy MEPS Guide Deleted — New document — 890 words, 4 chunks
28 Mar 2026
Payment Integration FAQ
Edited by John Doe
Change Summary
+ Sections added: DuitNow QR Setup, Split Payment Handling
- Sections removed: Legacy MEPS Section
~ Sections modified: Payment Gateway Configuration, Troubleshooting
Words: 2,450 → 2,790 (+340)
Changes
- MEPS integration requires firmware v2.1 or above
- Contact MEPS support for terminal provisioning
+ To set up DuitNow QR, enable the module in POS Settings > Payment
+ Split payments now support up to 4 tenders per transaction
+ Updated gateway timeout from 30s to 45s for stability
14 Dashboard & Analytics
The /dashboard page shows real-time usage stats: total queries, response times, cache hit rates, satisfaction scores, confidence distribution, and top questions. Filter by team and time period.
Total Queries
1,247
Avg Response
2.1s
Cache Hit Rate
34%
Satisfaction
89%
Confidence Distribution
HIGH72%
MEDIUM21%
LOW7%
Top Questions
How does loyalty point expiry work?
23
Can a merchant have multiple outlets?
18
What payment methods are supported?
15
15 Feedback & Escalation
Rate every answer with thumbs up/down. Thumbs down asks for a reason — incorrect, incomplete, outdated, not relevant, or custom text. If an answer isn't helpful, escalate it to create a GitLab issue for the team to investigate.
What went wrong?
×Help us improve by telling us why this answer wasn't helpful.
Submit
16 New Hire Onboarding HRAdmin
New hires (within 90 days of their Lark join date) see a welcome banner with confetti animation, replacing the regular quick-actions. The banner shows essential onboarding resources pulled from documents tagged with category “onboarding”.
It’s dismissible permanently, and only HR and admins can upload onboarding documents.
It’s dismissible permanently, and only HR and admins can upload onboarding documents.
X
Welcome aboard! 🎉
Here are some essential resources to get you started:
What is the company leave policy?
How do I set up my dev environment?
What are the key SOPs I should know?
Who do I contact for IT support?
What would you like to know?
I can answer questions about Xilnex POS features, loyalty system, payment methods, and more.
17
/customer — Customer Profiles App SupportApplication Support agents can look up enterprise customer profiles instantly. Type
Customer handover documents are managed via the “Customer Profiles” tab in Document Management (Application Support only). Paste a Lark doc URL to auto-fetch content directly from Lark Docs — no manual copy-paste needed. Use “Re-sync All” to refresh all profiles from Lark, or re-sync individual profiles when updated.
/customer Kenny Rogers to see PIC contacts (table format), products deployed, support access credentials, known issues (table format), and more. Supports fuzzy name matching.
Customer handover documents are managed via the “Customer Profiles” tab in Document Management (Application Support only). Paste a Lark doc URL to auto-fetch content directly from Lark Docs — no manual copy-paste needed. Use “Re-sync All” to refresh all profiles from Lark, or re-sync individual profiles when updated.
/customer Acme Corp
X
Acme Corporation
COM_11985 | FNB | PH
Escalation Contacts:
- Nathaniel Reynoso — 09178106878 (IT Officer - Operations)
Products:
Xilnex Classic, Portal, Web Reporting, BIR Discount, KDS, Drive Thru
Support Access:
kenny.xilnex@roasters.com.ph / kennymis
Go Live: 2024-12-12
Support: Standard
Comms: Viber
18
/resolve-zoho — Resolution Generator App SupportBefore closing a Zoho ticket, type
/resolve-zoho 486375 to auto-generate the Finding / Root Cause / Solution text from the ticket conversations. Review the output, then copy-paste into the Zoho Resolution field. This creates a feedback loop: Compass helps write resolutions, and those resolutions feed back into Compass for better future answers. Only available to Application Support team.
/resolve-zoho 486375
X
Resolution for #486375 — Loyalty points not updating after purchase
Finding
Customer reported loyalty points not reflecting after purchases at 3 outlets since March 10.
Root Cause
Point calculation daemon was down due to expired SSL certificate on the middleware server.
Solution
Renewed SSL certificate, restarted the loyalty daemon. Backfilled missing points for affected transactions (March 10–14).
Copy to clipboard
View in Zoho ↗
19 Zoho Knowledge Base Sync
Published articles from the Zoho support portal (support.xilnex.com) can be synced into Compass.
Click “Sync Now” in the “Zoho KB” tab on the Documents page to fetch all articles (new + updated). Per-row refresh buttons let you re-sync individual articles from Zoho. Articles are converted from HTML to markdown and made searchable. No AI summarization needed — KB articles are already clean documentation.
Only new or modified articles are fetched on subsequent syncs (compared by modification time).
Click “Sync Now” in the “Zoho KB” tab on the Documents page to fetch all articles (new + updated). Per-row refresh buttons let you re-sync individual articles from Zoho. Articles are converted from HTML to markdown and made searchable. No AI summarization needed — KB articles are already clean documentation.
Only new or modified articles are fetched on subsequent syncs (compared by modification time).
Documents 24
Zoho Tickets 156
Zoho KB 233
Customer Profiles 31
Sync published articles from Zoho Knowledge Base
Sync Now
233 articles
Basic - How to create a voucher-coupon
4 chunks · zoho-kb-sync · 14 Apr 2026 · product
Agent | How to resolve missing order from Food panda
4 chunks · zoho-kb-sync · 14 Apr 2026 · product
Getting Started with Xilnex Promotion
8 chunks · zoho-kb-sync · 13 Apr 2026 · product
20 Newsletter
A sidebar tab with three sections, visible to all roles:
Holidays: Upcoming holidays from Lark Calendar (configured by HR). Calendar-icon cards with urgency-based coloring. Hidden when none within 14 days.
Compass Highlights: Latest version + feature teasers with confetti animation.
Product Updates: Color-coded release note cards (NEW/CHANGED/FIXED/REMOVED) with staggered entrance, smooth expand/collapse, and pagination. Unread badge on sidebar shows count since last visit.
Holidays: Upcoming holidays from Lark Calendar (configured by HR). Calendar-icon cards with urgency-based coloring. Hidden when none within 14 days.
Compass Highlights: Latest version + feature teasers with confetti animation.
Product Updates: Color-coded release note cards (NEW/CHANGED/FIXED/REMOVED) with staggered entrance, smooth expand/collapse, and pagination. Unread badge on sidebar shows count since last visit.
Good afternoon, Alvin
You have 3 new updates since your last visit
Coming Up
Jun
17
Hari Raya Haji
Tuesday
Product Updates
3/5 read
ALL
NEW
CHANGED
FIXED
NEW
2d ago
Loyalty Stacking with Discounts
Loyalty campaigns now stack with membership discounts
FIXED
5d ago
Account Binding for MY Numbers
Fixed matching logic for country code prefix
21 Release Note Generator Product SolutionAdmin
Available to Product Solution team and admins only.
How it works: Select “Release Note” from the category dropdown in Document Management, paste GitLab URLs (Zoho tickets auto-detected from issue titles), and click Generate Preview.
AI reformatting: Haiku restructures the closing templates (Finding/Root Cause/Solution) into 7 support-focused sections: Summary, Problem, Root Cause, Solution, How to Verify, Customer-Facing Response, and Known Limitations.
Auto-generation: Title and release type (NEW/CHANGED/FIXED/REMOVED) are auto-suggested but editable. Published notes appear in the Newsletter and are searchable via RAG.
How it works: Select “Release Note” from the category dropdown in Document Management, paste GitLab URLs (Zoho tickets auto-detected from issue titles), and click Generate Preview.
AI reformatting: Haiku restructures the closing templates (Finding/Root Cause/Solution) into 7 support-focused sections: Summary, Problem, Root Cause, Solution, How to Verify, Customer-Facing Response, and Known Limitations.
Auto-generation: Title and release type (NEW/CHANGED/FIXED/REMOVED) are auto-suggested but editable. Published notes appear in the Newsletter and are searchable via RAG.
Release Note ▾
Generate from Tickets
https://gitlab.com/xilnex/.../1286
https://gitlab.com/xilnex/.../1290
https://gitlab.com/xilnex/.../1290
Zoho tickets in titles auto-detected
552808
Leave blank to auto-generate
⚡ Generate Preview
Generated sections:
FIXED
Summary →
Problem →
Root Cause →
Solution →
How to Verify →
Customer-Facing Response →
Known Limitations