Using Hylon
Using Hylon
A practical walkthrough of asking Hylon for help: where to find it, what it understands, the one-tap actions it can take for you, and how it hands off to the cloud or a real person when a question needs more.
Where to Find Hylon
Hylon lives in the support area of the OrbVPN app. You can reach it whenever a connection misbehaves, a feature is unclear, or you just have a question about your account.
Open Support
From the OrbVPN app, open the Support or Help section. Hylon is the AI assistant you can chat with there.
Start a Conversation
Type your question in plain language. Hylon reads it on your device first, with no round trip to a server for common questions.
Read the Reply and Suggested Actions
Hylon answers and, when relevant, offers one-tap actions and related help articles beneath the message.
Go Deeper if You Need To
If the on-device answer is not enough, Hylon reaches for the cloud engine, and you can ask for a human agent at any time.
Hylon and OrbAI Are the Same Assistant
In the app you chat with Hylon. Under the hood, the engine is called OrbAI. Its data and privacy controls live on the AI Settings screen.
What Hylon Understands
Hylon classifies each message into a topic and uses that topic to choose both the answer and the actions it offers. These are the categories it recognizes today.
Connection Issues
Phrases like can't connect, won't connect, keeps disconnecting, or not working trigger guided reconnection help.
Slow Speed
Words like slow, buffering, lag, latency, or ping route you to performance and server-choice guidance.
Protocols and Servers
Mentions of WireGuard, VLESS, protocol, server, or change server bring up protocol and server advice.
Blocked or Censored
Words like blocked, censored, bypass, firewall, or naming Iran, Russia, or China surface censorship-bypass help.
Billing
Topics like subscription, payment, refund, plan, upgrade, or cancel are recognized and routed appropriately.
Account
Mentions of password, login, account, email, or profile bring up account and sign-in guidance.
Topic Drives the Answer
Detecting the topic is what lets Hylon respond with the right help and the right next steps. If a message does not match a known topic, Hylon offers to connect you with a human rather than guess.
One-Tap Suggested Actions
Beyond answering, Hylon can offer actions the app performs for you. The actions you see depend on the topic Hylon detected and your current connection state.
For Connection Issues
Hylon can offer Retry Connection, Switch Server, and Change Protocol so you can recover without hunting through menus.
For Slow Speed
It can offer Switch Server and Run Speed Test to help you find a faster path quickly.
For Blocked Regions
It can offer Enable Mimicry and Switch to VLESS, the combination that works best behind strict firewalls.
For Protocols and Account
It can offer Change Protocol and Show Protocols, or View Subscription and View Profile for billing and account questions.
Context-Aware Actions
Hylon reads your live connection state with your permission. If you are currently disconnected, it moves Retry Connection to the top of the suggested actions automatically.
When Hylon Reaches for the Cloud
Most everyday questions are resolved on your device. When a question is harder, Hylon escalates to the cloud engine built on Azure OpenAI.
Confidence Falls Below Threshold
Every on-device answer carries a confidence score. When it drops below Hylon's threshold, the question moves up to the cloud instead of returning a weak local reply.
Secure WebSocket Opens
Hylon connects to the cloud engine over an encrypted WebSocket. The connection keeps itself alive with periodic heartbeats and reconnects automatically if your network briefly drops.
The Answer Streams Back
Cloud responses arrive word by word as they are generated, so you start reading immediately rather than waiting for a full reply.
Actions and Articles Travel With It
A cloud answer can carry the same one-tap suggested actions and links to related help articles, with the detected topic attached so the help stays relevant.
What Leaves Your Device
On-device answers are produced without sending your question to OrbVPN. When a question escalates to the cloud, that message is sent to OrbVPN's backend so the cloud engine can answer it. See AI Settings for the full picture of what is stored where.
When Hylon Hands Off to a Human
Some questions are better answered by a person. Hylon recognizes those moments and brings in live support, carrying your context with it.
When Handoff Happens
Hylon offers a human when its confidence is low, when it could not understand your request, when an answer flags that a person is needed, or whenever you simply ask for one.
Context Carried Over
Your VPN diagnostics, such as connection status, server, and protocol, can travel with the handoff so the agent understands your situation before you repeat it.
Queue and Wait Time
Live chat shows your position in the queue and an estimated wait, then tells you when an agent joins the conversation.
Typing and Read Receipts
Human chat supports typing indicators and read receipts, so the conversation feels immediate and you always know your message was seen.
A Ticket for Your Records
When a live chat ends, OrbVPN can create a support ticket number for that conversation, so you have a reference if you need to follow up later.
Getting the Best Answers
A few simple habits help Hylon help you faster.
Be Specific
Name the protocol, server, and network you are on. My speed drops on the US server using VLESS over Wi-Fi gets a far better answer than why is my VPN slow.
Use the Suggested Actions
When Hylon offers Switch Server or Enable Mimicry, tapping the action is usually faster than navigating the menus yourself.
Mention Your Region
If you are in a restricted region, say so. Hylon tailors censorship-bypass guidance for places like Iran, Russia, and China.
Rate the Answer
Marking a reply helpful or not is the single most valuable signal you can give. It improves Hylon for everyone, with your privacy protected.
Example Conversations
Reconnecting
'My VPN keeps disconnecting on the US server.' Hylon recognizes a connection issue and offers Retry Connection, Switch Server, and Change Protocol.
Censorship Bypass
'I'm in Iran and nothing connects.' Hylon recognizes a blocked region and offers Enable Mimicry and Switch to VLESS, with region-optimized guidance.
Speed
'Everything is buffering tonight.' Hylon recognizes a speed question and offers Switch Server and Run Speed Test, plus tips on choosing a closer server.
Billing
'How do I cancel my subscription?' Hylon recognizes a billing topic, points you to your subscription, and offers a human agent for the change itself.
Help, the Moment You Need It
Open Hylon, ask in plain language, and let it answer on your device, reach the cloud, or bring in a person. Your VPN companion is always one message away.