These are the questions evaluators and new customers ask most, each with a short answer and a link to the full page. Every answer makes sense on its own. Follow the link when you need the detail.
Common questions
What is xMatix?
xMatix is a business platform your organization uses to run its day-to-day operations from one place, on the web and on mobile. It covers sales, field work, inventory, service, finance and more. Your organization configures which apps its people see, and each user signs in with one account on both the web and mobile. New users can start at Getting started with xMatix.
How do I get the mobile app?
You get it from your organization. Your administrator tells you whether your organization uses xMatix on mobile and how to install it on your device. If you have no instructions, ask your administrator; mobile access may not have been set up for you yet. You need an internet connection for your first sign-in and the first download of data. Signing in, choosing an app and the first sync are covered in Using xMatix on mobile.
Does it work offline?
Yes, for the record types your administrator sets up for offline use. The mobile app keeps a copy of those record types on the phone, along with layouts and translations, so screens still open without a network. By default the app asks the server first and uses the phone's copy only when you are offline. Saves go into a queue on the phone and upload when the connection returns. Not every record type can be edited offline, and some actions always need a connection; the app says so when you try. How offline-first mobile works explains the model.
What happens to changes I haven't synced when I sign out of the mobile app?
They stay on the phone. Signing out ends your session but keeps the queue, and the changes upload the next time you sign in on that same phone. They do not follow you to another device. If changes are still waiting when you tap sign out on the Profile screen, the app shows Uploads still waiting with Stay signed in and Sign out anyway. To be safe, open Sync status and wait until everything has uploaded before you sign out. See Working offline: sync status and recovery.
How is our data isolated from other customers?
Every organization gets its own tenant. A tenant is an isolated environment that holds the organization's users, records, configuration and customizations. The platform scopes every read and write to the signed-in user's tenant, so users of one organization cannot see another organization's data. See Tenants, companies and organizations.
What can the AI do — and what can't it?
Sense, the AI layer, answers questions about your data, shows nudges with plain-language explanations, reads shelf photos and helps administrators configure the platform. In chat, Sense always runs as you, so it can read and change only what your own permissions allow. Scheduled or event-triggered agent runs work differently: they use the execution account set on the agent, without a person present. Whether a tool must be approved by a person before it changes anything depends on how your organization configures its agents, so administrators should review every agent that can write. How Sense AI is governed covers identities, grants and approvals. The starting page is xMatix Sense.
Can we connect our own AI assistant to xMatix?
Yes, if your administrator allows it. Sense AI Studio → Configuration → External assistants has an Allow external assistants switch, and turning it off revokes existing connections. A separate Allow writes switch decides whether connected assistants can create and update records. When writes are off, assistants get read-only access even if a user grants write permission. Each person connects with their own account, and every request runs under that person's permissions and validation. See the MCP server.
How do I import existing data?
Use the import wizard. You upload an Excel (.xlsx), CSV or JSON file and map its columns to an entity's fields. You then run the import in the browser or as a background job. Every row gets its own result, and the Import History table keeps each run, with a retry for failed rows. Each run loads one entity, so import parent records before their children. The full procedure is in Import data with the import wizard.
Can we customize it without writing code?
Mostly, yes. You configure custom entities and fields, form layouts, business rules, approvals and workflows in Setup, without writing code. Server-side automation scripts are for the logic that configuration alone cannot express. Use the simplest tool that solves the problem; the customization ladder explains why. The tools themselves are documented in Customizing xMatix.
What integrations exist?
There is one integration surface with two levels. The first is the Integration Hub, with its apps, connections and flows. The second is declarative sync profiles built on top of it. A sync profile keeps an entity in step with an external system and handles change detection, conflicts and a per-record ledger. Built-in connectors include a generic HTTP/REST connector, SFTP and message queues. There are also named connectors for systems such as Tally and the Zoho family, and a catalog of reviewed connectors for standard REST partners. The current list and how it works are in Integrating xMatix with other systems.
How is xMatix licensed?
Licensing has three parts: tenant licenses, user seats and module switches. Tenant licenses cover products, individually licensed features and packages. Each license can have a seat count and an expiry date set when it is allocated to your organization. Users are given seats on those licenses, and a license without a seat count is unlimited. Module switches can still turn a module off for everyone. A user needs both a license entitlement and a security profile grant before anything becomes usable. The full reference is Licensing: products, features and seats.
Can user access be scoped to specific companies?
Yes, for an organization that trades through several legal entities. You turn on the Multi-company (partner mode) switch in Org Settings and grant each user access per company, with viewing and transacting granted separately. Restrictions only take effect once company scoping is also enforced for your environment, which the xMatix operations team turns on. Until then, Company Access rows record your intent but restrict no one. Test with a restricted user before you rely on it. An organization with a single company leaves the mode off. See Tenants, companies and organizations.
Where do I get help when something misbehaves?
Start with the troubleshooting hub. It links every module's troubleshooting page and covers the first checks: access, sync and background work. For questions about your organization's own setup, ask your administrator. If your organization has licensed Sense AI chat, it can also answer data questions. The full list of help sources is in Where to get help.
Where are the release notes?
They are in the release notes section of this Knowledge Center, though no monthly issue has been published there yet. Until one is, check the "Last reviewed" date under each page's title to see when that page was last checked against the product.