CX Genie reviews

I really wanted CX Genie to work, but unfortunately, my experience has been overwhelmingly negative. It feels like the product was launched before it was ready, with critical bugs everywhere and constant fixes being pushed after user complaints.

Here are the main issues I faced:

Too many bugs: Basic features like chatbot replies, automation flows, or even simple UI actions often break or don't behave as expected.

Lack of polish: The interface feels unfinished, and using the system day-to-day is frustrating.

Unstable and unreliable: You can't trust it for client-facing work. It's simply not dependable enough for business use.

Support is reactive, not proactive: Issues are only addressed after users complain, and even then, fixes take time or cause new bugs.

At this point, it’s more of a beta than a production-ready tool. I wouldn’t recommend using it for serious client work or as a core part of your business operations — not unless it gets a complete overhaul and stable foundation.

It's very difficult to find a true all in one support system. Resulting in needing a fragmented support system to cover all the required channels, which is not ideal when using AI + knowledge for consistent support and striving for easier ongoing management.

These are some of the key features that I need, that I often find missing when evaluating different support systems:

Human Handoff ✅
Often AI support chat won't have the ability to hand off to humans, like it's either all AI or all human. CX Genie supports human hand off.

Mobile Apps ✅
Very often there are no mobile apps, which I think is essential for support if human hand off is possible. CX Genie covers this with their iOS and Android apps.

Supports Inbound Email ✅
Often, support systems that support live chat style support widgets - do not support email as a direct channel to create tickets. This is needed in a lot of cases, where using a form is not a possibility. CX Genie supports this (Google Workspace integration), they do not yet support forwarded emails or IMAP/POP3 as an ingest - but they added the mailbox itself based on user feedback and looks like they are inclined to add those too.

Social Channel Integrations ✅

Overall, CX Genie is solid - it's not an amalgamation of half-baked features that is often the case with products that have a large feature set. Their product development is very active and they are highly responsive to feedback.

I've been testing CX Genie for a few weeks and I must say the potential is really impressive. The GPT-4 based chatbot responds naturally, and the development team is very attentive in releasing weekly updates and fixes.

Pros:
- Quick and easy setup
- Intuitive interface
- Great integrations with various tools
- High-quality AI responses
- Responsive support team

Currently, I can't fully implement it while waiting for GDPR certification, which is essential for the European market. The team is working on this feature, and I'm looking forward to being able to use it at full capacity once available.

For now, I can only test it in a development environment, but the potential is truly promising for anyone looking for an automated and natural customer support solution.

PS: I will update the review as soon as GDPR compliance is implemented.

This has been the easiest UI to use when setting up a chatbot that I have found on AppSumo. I have been slowly building up my knowledge data base. I will come back to the review if I have any issues once I use the chatbot on the website and via social media but currently this product will save me hours of customer service engagement.

Such a waste of time. I really gave it my all. I hired consultants and had my team dedicated time to try and figure this one out. The lack of functionality is astounding. The app breaks while you're chatting and the API is non-existent. I did get on a zoom call with somebody from the company (thank you), but I couldn't understand what they were saying. I kept telling them to email me the info. After a day, the email arrived and it too was difficult to understand. I'm pretty tech savy, but sadly, this software requires more than that. It needs more dev before i can dig into it again. What's strange is that other, more basic software, provides more services: live visitor view, IP and location info for chat customers, hand-off.... this one needs some work!

I gave it a taco because they got it off the ground AND they have an app in the app store. Good job. But 4 tacos are for me for all the time and money spent trying to make it work, ugh.

I already bought CX Genie in the previous LTD on AppSumo.

So far, I am happy to see continuous improvements and features being added, with a pretty active team. As tier 2 customer, I didn't get as much new stuff as tier 3, but the package is still rather round. The solution is pretty holistic in the aspects of customer support that are covered, also offering many integrations to third party services.

It is nice to see the team listening to user feedback, which already has led to several additions of features and changes in their initial path. This openness to feedback is not that common in that extent for other companies.

My use case is requiring quite some customization and flexibility. This has been a bit of a downside, as the whole interface is rather streamlined to the typical support case (GPT-4o is supported as default model; custom prompts seem to only partly get passed to the model; messages are probably limited in length, a bit). However, with the new mailbox feature, this could improve, and I am really looking forward to trying that out.

CX Genie initially seems impressive. The interface is clean, the visual workflow builder for managing bot interactions is genuinely useful, and the team is actively developing it. They're constantly releasing updates, but unfortunately for Tier 2 users, all the new modules have been released as paid add-ons. However, despite this, I've had it for nine months and haven't been able to use it at all in production, and that's a major problem.

The core issue, in my case, is GDPR compliance. It's advertised as being compliant, but it's simply not. Their servers are in Singapore, and there are no clear safeguards for European data. As someone working in Europe, this makes it unusable. What's worse is the communication around this. I was initially told GDPR compliance was coming in mid-September. Later, I found out they hadn't even started the process. This lack of transparency is a major red flag.

I wish I could say this is a solid product but sadly, the product is plagued with problem and as someone else mentioned, support is terrible. Multiple people in Discord have reported the bot never responds. It just shows "typing..." Pissing off all our web traffic. We have messaged and DM'd for two days and now radio silence. No response. No fix.

After spending two days to get the bot to the place we could deploy, it worked for a few hours then nothing! Complete waste of our time. If they handled the issues in a timely manner, that would have been fine. But now we need to go back to our old system.

Personally, I'm disappointed with this product.
I've never gotten it to work because it's poorly finished.
I even suspect this is intentional to prevent full use of the product.
Although the bot has unlimited learning capacity in terms of appsumo, CX Genie limits it technically.
The bot also has very limited responses.
So, to date, I haven't integrated it into my site because it's too poor and it's impossible to make it learn anything.

First of all, the tool is very decent! And was really easy to set up.
I personally had a specific problem with my account and it got solved by the support team, so I am very satisfied to know that support is there when you need them, unlike some other products. Very nice chatbot, recommend.

tried out quite a few chatbot tools, and this is by far the easiest to use, setup and activate on my site. The responses when testing are spot on. Highly recommend it. Wish that the conversation per month was higher on the top tier, especially as everything else is set to unlimited. But I'm loving it so far!

No soy de las mejores personas y detesto hacer este tipo de comentarios, pero espero que se tomen como un impulso y aprendizaje de manera responsable.

Mi experiencia con el software fue bastante negativa, lamentablemente. Al principio me emocioné mucho debido a las herramientas y servicios que ofrecen, que son espectaculares. Sin embargo, al comenzar, tuve varios problemas y errores dentro de la plataforma. Intenté, en varias ocasiones, comunicarme con el soporte, pero solo me respondió su chatbot automatizado, sin recibir atención al cliente. En pleno siglo XXI y con tanta tecnología disponible, considero que esto, además de ser un atraso, genera una mala experiencia.

Posteriormente, intenté comunicarme por correo electrónico en reiteradas ocasiones, pero nunca recibí respuesta. Hasta el día de hoy, tengo varias dudas sobre el software. Muchas de sus funciones prometidas, que están incluidas en el precio de venta, no funcionan. Personalmente, uso Shopify, y la integración no funcionó; no se sincronizaban los productos. La creación de tickets tampoco me funcionó, y los chatbots de flujos tampoco estaban operativos. Considero que, con un mejor desarrollo y dedicación, el software puede tener grandes éxitos, pero hasta el momento ha dejado mucho que desear.

Mi opinión podría cambiar si demuestran mayor prioridad hacia sus clientes y, por supuesto, solucionan los errores.