Docy Documentation

Everything you need to hit the ground running with Neexa.

This section introduces you to the core structure of Neexa, what it does, how it works, and where to begin. If you’re new to Neexa or not familiar with a new feature, this is your launchpad.

Welcome to Neexa Learn

A practical guide to using your Neexa dashboard effectively.

This space is designed to help you understand how Neexa works and how to get the most out of your tools. Whether you’re just getting started or need clarity on a specific feature, Neexa Learn offers clear explanations, step-by-step walkthroughs, and useful examples.

What is Neexa?

Neexa is a fully Autonomous Sales CRM that engages your prospects, nurtures them with consistent follow-ups, and converts leads into paying customers 24/7, helping your business effortlessly increase sales.

What You’ll Find Here;

This space is structured to help you learn how to use Neexa’s features with ease. Each section focuses on a core part of the dashboard and walks you through what it does, how to set it up, and how to use it day to day.

You’ll find:

• Feature overviews that explain what each tool does
• Setup instructions and configurations
• Short use-case examples to give you context
• Helpful reminders and best practices

Your main command center to manage conversations, follow ups, data, campaigns, AI agents, work spaces and analytics.

Last Updated 23/05/2025

Whether you’re running one business or managing multiple brands, the Neexa dashboard brings everything together in one place. Think of it as your control tower, from chats to campaigns, Autonomous CRM to analytics, and AI training to team access.

Let’s break down what to expect from the different features and tools in your Neexa dashboard:

Unibox

Manage All Conversations in One Place

Unibox is your central space to view and manage all customer conversations, across every business in your workspace. Whether it’s WhatsApp, Instagram, email, or website chat, it all lands here.

Inside Unibox, you’ll find:

• Conversations Tab: See all live, completed, or follow-up chats across all channels.
• Takeover: Pause AI responses and manually step in to reply to customers.
• Potential Customer Opportunities: See which chats have been marked as following, pending, won, lost, request human takeover.
• Agent View: Easily switch between AI agents and businesses.

📘 Related Resources

What is Unibox?

Outreach

Create and Send Email Campaigns

Outreach is Neexa’s built-in campaign tool. Whether you’re doing sales follow-ups, sending announcements, or launching promotions, it’s all in one place.

Inside Outreach, you can:

• Create Campaigns: Compose manually or use AI to write your message.
• Upload Contacts: Add or import contact lists easily.
• Track Campaign Performance: how many emails were sent, how many replied and how many failed.

📘 Related Resources

Creating Campaigns in Outreach

Autonomous CRM

Autonomous Lead Management, Built In

Neexa’s AI-powered CRM is a built-in system that automatically follows up with potential customers, and updates their status based on how conversations go.

Inside the Autonomous CRM, you can:

• See follow up Progress: Know which stage each lead is in and the scheduled times for next follow ups.
• See justification of follow up: View the reasoning behind each follow-up. This gives you full visibility into how the AI is making decisions and moving potential customers forward.

📘 Related Resources

What is Autonomous CRM?

Businesses – Train and Manage Your Brands

Everything related to your business information setup.

• Create New Business: Create and setup a new business
• Edit Business Profile: Add business, name, description, location, contact details, website url for the AI to get context about your business.
• Add Business Information: Scrape your website, upload documents or manually add text entries to train your AI about your services, products and business in general for factual and helpful responses.
• Information Snippets: Edit or refine short pieces of reusable knowledge for more precise replies.

📘 Related Resources

Business Info & AI Training

Database

All Customer Info in One Place, Zero Manual Work

The Database stores every contact your AI agents have collected automatically.

Here’s what you’ll find:

• Contact Info: Names, emails, phone numbers, and sources.
• Data sources: From website, social media, WhatsApp, or email.
• Central Management: View, export data only or with chat.

📘 Related Resources

Data Collection & Database

Analytics

Track your performance, conversations, and engagement.
Get clear insights into how your AI is performing and how users are engaging.

What you’ll find in Analytics:

• Chat Analytics: View total conversations, human takeovers, and AI performance.
• Engagement Reports: Track campaign open rates, replies, and conversions.
• Usage Metrics: Monitor credit usage and agent activity.

📘 Related Resources

Statistics & Analytics

My Workspace

Manage your team, subscription, and workspaces.
Your backend where you control user access and plan settings.

What you can do here:

• Edit your profile
• Switch between workspaces and brands
• Add new team members
• Create new AI agents
• View your current subscription and usage

📘 Related Resources

Workspaces

Settings

Fine-tune your AI agent’s personality, tone, and actions.
Your AI should sound like your brand, this is where you make that happen.

What you can do here:

• Customize your agent’s name, tone, and behavior (AI Profile)
• Train your AI using with custom instructions
• Configure how your CRM and database
• Set up notifications so your team stays in the loop

📘 Related Resources

AI Agents & Settings

Deploy

Connect Neexa to your website, inbox, and social channels.
Once your agent is ready, this is where you go live.

What you can do here:

• Install the chat widget to your website
• Integrate email messaging
• Integrate social platforms like Facebook, Instagram, and WhatsApp

📘 Related Resources

Deploy Neexa on Your Website

Centralize your conversations. Track your follow-ups. Step in when needed.

This section of the Learning Hub is all about helping you understand and use the Unibox; Neexa’s central space for managing customer conversations.

Here, you’ll learn how to:

• View all chats from across your connected channels (WhatsApp, website, social, etc.)
• Monitor how your AI agent is engaging with leads in real time
• Manually take over conversations when needed
• Track follow-up progress and sales opportunities within each chat

Whether you’re managing one business or several, the Unibox keeps everything clear and actionable, so you always know what’s happening and where attention is needed.

Last Updated 23/05/2025

Unibox is your central space to view and manage all customer conversations, for each business you’ve added to your workspace.

Whether your AI agent is chatting with customers or a lead is being followed up, Unibox shows you everything happening in real-time, so you’re always in control.

What You Can Do in the Unibox:

1. View Conversations for your Business

Once you select a business, the Unibox updates to show:

• All active and completed conversations for that business
• Messages from different channels (WhatsApp, Web chat, Facebook, Instagram, E-mail)
• AI agent responses in each chat
• The follow-up journey for any customer opportunities

2. Step In with Takeover Mode

Sometimes the AI may not have enough context, or you might want to clarify something directly.

Use Takeover to:

• Pause the AI mid-conversation
• Respond manually to the customer
• Return control to the AI when you’re done

This lets you step in seamlessly, without disrupting the customer experience.

⚠️ Important: After you’re done, don’t forget to switch back to AI Response mode.
If you don’t, the AI will remain paused, meaning new messages from that customer won’t be answered until you step in again. Always return control to the AI to keep replies instant.

3. Track Opportunities and Follow-ups

Neexa automatically identifies and follows up with promising leads once the CRM is enabled.

Within each conversation, you can see:

• If an opportunity is being followed up
• What stage of the journey it’s in
• How the AI is managing the follow-up

This helps you separate general inquiries from high-value opportunities and act accordingly.

How to view opportunities

Click the three dots (⋯) at the end of each conversation to reveal additional option, including the ability to view opportunity details or delete the conversation if needed or you can click the arrows on the left side of each chat to expand the Opportunity Panel

Why the Unibox Matters

The Unibox isn’t just for reading messages. It gives you:

• Clear visibility into how your AI agent is engaging customers
• The power to act when a human touch is needed
• A real-time view of sales opportunities being nurtured by your AI

Pro Tips:

• Don’t forget to switch businesses if you manage more than one, each has its own Unibox view.
• Check Unibox regularly to stay on top of conversations and follow-ups.
• Use Takeover for context-specific replies or high-stakes conversations.

Last Updated 13/06/2025

Unibox is more than just a chat dashboard, it’s your AI-powered control room for customer engagement.

If you use it well, Unibox can help you:

• Spot what customers are really asking for
• Improve your AI responses
• Takeover conversations if necessary

Here’s how to make it work for you, not the other way around.

1. Monitor Conversations to Improve Your AI

Every response your AI gives is a learning opportunity, for it and for you.

What to do:

• Open recent chats and skim through replies
• Watch out for awkward, repetitive, or off-target responses
• Note customer questions your AI couldn’t answer well

Why it matters:
These are the moments to retrain your AI. A few small tweaks can make your AI sharper, faster, and more helpful, which means smoother conversations and happier customers.

2. Use Takeover Mode Strategically

Let the AI do the routine work and jump in only when it matters.

Use Takeover when:

• The customer goes asks something out of context for the AI to answer
• There’s emotional tension or urgency
• A customer ready to buy is hesitating and needs a human nudge

Pro tip:
Once you’re done, you can hand the chat back to the AI or keep it manual. Either way, you’re in control.

3. Spot Customer Trends from Chat History

Want to know what your customers really care about? It’s all in the conversations.

What to look for:

• Repeated questions (e.g. “Do you deliver on weekends?”)
• Feature requests or complaints
• Patterns in what people ask before they buy

What to do with it:

• Update your FAQ or help center
• Adjust your marketing or product messaging
• Train your AI to handle these questions better

This is free market research, baked into your daily workflow.

4. Track Follow-Ups and Sales Opportunities

Unibox shows you when the AI has identified a sales opportunity, and where it is in the follow-up journey.

Inside each conversation, you can see:

• If it’s been tagged as a following, pending, won, lost or request human takeover
• What follow-up messages the AI has sent
• When the next follow up is scheduled to take place

How to use this:

• Follow up with leads that are tagged “request human takeover”

6. Build a Daily Habits Checklist

Make Unibox check-ins part of your daily routine.

Here’s a quick 5-minute checklist:

• Scan new conversations
• Review AI replies that need improvement
• Jump into any urgent chats

You’ll stay ahead of problems, close leads faster, and train your AI, all in a few minutes a day.

With a few smart habits, Unibox becomes your assistant, not just your inbox.
Let AI handle the routine, and you focus on the moments that matter.

Last Updated 23/05/2025

1. What is the Unibox in Neexa?

The Unibox is a centralized inbox where all your customer conversations, across platforms, are stored. You can view real-time chats, AI responses, lead activity, and follow-ups in one place.

2. Can I view conversations for multiple businesses at once?

No, the Unibox displays conversations for the business currently selected in your workspace. To switch, go to your Workspace and select the desired business.

3. What platforms are supported in the Unibox?

The Unibox supports conversations from website chat, WhatsApp, Instagram, Facebook Messenger, and email (if those integrations are connected and enabled).

4. Can I reply to messages manually from the Unibox?

Yes. You can take over any conversation by clicking the Takeover button. This lets you respond directly instead of the AI agent.

5. When should I use the Takeover feature?

Use Takeover when the AI lacks specific context or when a human touch is needed to close a deal or clarify an issue.

6. Can I see past conversations in the Unibox?

Yes. You can scroll down in the Unibox to view previous conversations. If you’re on the Free plan, your chat history is limited to the past 90 days. Paid plans offer unlimited conversation history.

7. What happens if a customer replies after 24 hours?

The conversation is reactivated in the Unibox. If you’ve enabled WhatsApp notifications, you’ll also get an alert when a dormant conversation resumes.

8. Can I export conversations from the Unibox?

Not directly from the Unibox. However, you can export all chats and data via the Database tab of the dashboard.

9. Can I assign specific team members to respond to Unibox messages?

Not currently. The Unibox is shared per workspace, so any team member with access to the business can manage conversations or use Takeover.

10. Does the Unibox show message timestamps?

Yes, each message shows the exact time it was sent, helping you understand when follow-ups were made or customer replies were received.

11. Can I filter Unibox messages by platform or status?

Filtering by platform or follow-up stage is not supported.

12. Will conversations disappear if a business is deleted?

Yes. If you delete a business from your workspace, all associated data, including conversations in the Unibox, will also be deleted.

Build, customize, and train your AI to work like part of your team.

This section is your guide to creating and fine-tuning your AI agents in Neexa. Whether you’re setting up a sales assistant or a customer support agent, this is where you learn how to give your AI the right tools, voice, and goals to perform effectively.

If you want your AI to represent your brand accurately and deliver meaningful conversations, this is the place to start.

What they are, how they work, and how to set them up effectively.

Last Updated 23/05/2025

In Neexa, an AI Agent is your virtual team member. It handles customer interactions on your behalf, from answering questions to driving sales, depending on how you configure it.

Each agent can be personalized, assigned a clear role, and deployed across different channels (website, WhatsApp, Instagram, etc.) And just like human teammates, different AI agents can serve different purposes.

What Is an AI Agent?

An AI Agent is a customizable virtual assistant trained to speak on behalf of your business.

It responds to customer queries in real-time, 24/7, using the business information you provide, things like your product details, delivery terms, offers, and frequently asked questions.

Every agent has its own name, tone, greeting message, and assigned function, so you can tailor the experience to fit your brand and business goals.

What Can an AI Agent Do?

Neexa AI agents can be configured for different responsibilities. Right now, you can choose between two main roles:

Sales Assistant

Perfect for businesses focused on conversions. This role is trained to:

• Recommend products or services
• Handle objections and concerns
• Guide users to purchase or sign-up
• Push follow-ups and close leads

Inquiry Assistant

Ideal for support and general inquiries. This role is better suited to:

• Answering FAQs
• Providing basic troubleshooting
• Supporting users in a helpful, non-salesy way

You can always create more than one agent to handle different tasks on different channels.

📘 Related Resources

How to Create a New AI Agent

How to Create a New AI Agent

Here’s a step-by-step overview of how to set up your AI Agent:

1. Start from Your Unibox

From your Neexa dashboard, go to Unibox Click the current agent name at the top for a dropdown Click + New AI Agent

This opens the setup view where you can customize the agent’s profile.

2. Upload a Profile Picture

💡 Tip: Choose a friendly, on-brand avatar that represents your business. It’s what customers will see in chats.

3. Give Your Agent a Name

💡 Tip: Keep it short and easy to remember. This name will show up in all conversations and helps personalize the experience.

4. Write a Greeting Message

Example:
“Hi there! 👋 I’m Nia — here to help with anything you need.”

💡 Tip: Make it warm and approachable. Emojis are welcome if they fit your brand tone.

5. Assign the Agent’s Role

Under AI Role dropdown > Choose between Sales Assistant or Inquiry Assistant

💡 Tip: You can always switch roles later. Or, if you want one AI for support and another for sales, just create two agents with different configurations.

6. Assign the Agent a Business

Under AI Role dropdown > Choose a business for your Sales Assistant or Inquiry Assistant

Why Use Multiple AI Agents?

Neexa lets you deploy different agents for different use cases. For example:

• A sales-focused agent on your website and socials
• A support-focused agent on your help center

Final Thought

Think of your AI agents as digital teammates. The more you tailor them, with the right name, greeting, role, and business info, the better they’ll perform. Whether you’re focused on sales, service, or both, your AI agents will be a direct extension of your brand.

Last Updated 23/05/2025

Your AI agent is the face and voice of your business,  the first point of contact for your customers. Setting it up properly ensures that every interaction feels personal, professional, and aligned with your brand. In this step-by-step guide, we’ll walk you through how to customize your AI agent inside Neexa. 

In This QuickStart Guide, We’ll Cover:

• Adding a Profile Picture
• Giving your AI a name
• Setting a greeting message
• Choosing the AI role
• Assigning you AI to a business

1. Add a Profile Picture

Your AI’s profile picture helps build trust and makes interactions feel more human.

Go to your Unibox Click on Settings Icon next to the AI agent button .

💡Tip: Choose a friendly, professional avatar that fits your brand style and represents your business.

2. Give Your AI a Name

Names give your AI personality and help customers know who to reference to when talking to someone else in your business.

💡Tip: Keep it short, friendly, and easy to remember. Your AI’s name will appear in all customer chats

3. Set a Greeting Message

First impressions matter, your greeting sets the tone for every interaction.

scroll to Greeting Message Type your welcome message Click Create
Example: “Hi there! 👋 I’m Nia, welcome to our website. How can I help you today?” .

💡Tip: Make it warm, helpful, and brand-appropriate. Emojis are welcome if they match your tone!

4. Choose the AI Role 

Decide what your AI is responsible for, sales or general inquiries.
In the AI Profile tab find the AI Role dropdown Choose between:

• Sales Assistant – Helps drive product sales, recommends items, and handles customer objections.
• Inquiry Assistant – Best for answering general questions and supporting customer service.

💡Tip: Pick the role that matches your current priority. Want both? You can always switch roles later,  or even create a second AI agent to handle the other role separately (e.g., one for sales, one for inquiries).

5. Assign Your AI to a Business

Link your AI agent to a specific business profile to ensure it responds with the right information.

Scroll to Business Click dropdown Select a business (or create New Business) Click Create .

💡Tip: Each AI can be tied to a different business, so if you manage multiple brands, you can set up unique AI agents for each.

You’re All Set!

Once you’ve completed these steps, your AI agent will be fully customized and ready to interact with your customers like a true team member. Don’t forget, you can always come back and tweak settings as your business evolves.

Last Updated 23/05/2025

Want your AI to sound just right? Custom Instructions is where you give it the personal touch.

Tell it how to respond, what to say (or avoid), and how to handle certain situations.

These instructions take priority over your general business info, so they really shape how your AI connects with customers.

You’ve got about 2,024 characters to make your AI sound exactly how you want. Think of it as your chance to give it personality and smarts!

Use the Text Box provided to type specific instructions or restrictions for your AI.

💡Tip: The clearer your instructions, the smarter your AI becomes. Be specific so the AI knows exactly how to behave, it improves memory and execution.

📘 Related Resources

AI Knowledge Base and Training

Last Updated 23/05/2025

The Automations tab is where you can set up and manage the features that help Neexa run your sales operations on its own. It covers two core tools: the CRM and Database.

About Database
Through intelligent, natural conversations, the Data Collection feature allows your AI to gather key customer information, like emails, phone numbers, names, and more, while interacting in a human-like way.

📘 Related Resources

Data Collection and Database

About CRM
Neexa’s Autonomous CRM helps you stay on top of your sales pipeline by making smart decisions based on conversations. It knows when to follow up with a prospect, when to ask for your help, and when to close or mark a lead as lost, all without manual effort. That way, leads keep moving and your pipeline stays active, even when you’re not online.

📘 Related Resources

Autonomous CRM

Last Updated 23/05/2025

Stay instantly informed whenever a new inquiry starts, or when a dormant conversation picks back up after 24 hours. Neexa can send real-time WhatsApp alerts to keep you in the loop, even when you’re on the go.

Add a WhatsApp Contact

Verify Your Number

A Verify WhatsApp Number window will pop up.

You’ll see a pop-up confirming that the contact has been successfully added. Finally, click Save to apply your settings.

Once your number is verified and saved, Neexa will start sending real-time alerts to your WhatsApp whenever a new inquiry begins. It’s a simple way to stay responsive and connected, especially when you’re away from your dashboard.

The Deploy tab is where your AI Assistant goes live.

Think of it as the control room for launching your AI across all the platforms where your customers hang out, whether it’s your website, email, WhatsApp, Facebook Messenger, or Instagram.

From here, you can:

• Add the Neexa widget to your website in just a few clicks
• Connect your email inbox so your AI can send and receive emails
• Set up WhatsApp messaging for the AI to chat directly with customers
• Integrate Facebook Messenger and Instagram DM to keep your social channels covered

The Deploy tab helps you meet customers wherever they are, 24/7, automatically, and with your own AI Assistant doing the heavy lifting.

Last Updated 23/05/2025

Bring your AI Assistant to life right on your website. By installing the Neexa widget, you can let your AI greet visitors, answer questions, and drive conversions, all from the moment they land on your page.

Whether you’re using WordPress or a custom HTML site, setup is quick and simple.

Step by step guide

Choose Your Installation Method

For WordPress Sites:

For HTML Websites:

Copy the code provided

Paste the code inside the <head> section of the HTML page(s) where you want the widget to appear.

Final Step: Test It Out

After installation, scroll to the bottom left corner and click Test Widget to make sure everything is working properly. You can copy and share the test link with your team members to also test.

Last Updated 30/06/2025

Let your AI Assistant connect directly with your inbox. By enabling email messaging, both you and your AI can receive and respond to customer inquiries sent via email, seamlessly and automatically.

Step by step guide

You’ll need to configure both incoming (IMAP) and outgoing (SMTP) mail settings. These are standard settings provided by your email provider.

You’ll see two integration options:

1. Microsoft – Use this if your email is hosted on Outlook or Microsoft 365.
2. Other – Use this if your email is hosted elsewhere (e.g., Gmail, custom domain, etc.).

When using “Microsoft” option

A new window will open asking you to sign in with your Microsoft account. Use the email account you want Neexa to send and receive emails from. Click Save

You can add multiple emails if you want to do so

Click Confirm to complete the setup, your email is now connected for both handling inquiries and launching outreach campaigns with Neexa.

When using “OTHER” option

💡Tip: You can usually find these settings by Googling “IMAP settings for [your email provider

Last Updated 23/05/2025

Bring your AI Assistant to life across Facebook and Instagram.

With Neexa, you can go beyond just your website, your AI Assistant can now engage with customers directly on Facebook Messenger and Instagram DMs. That means instant replies, smarter conversations, and no more missed messages in your DMs.

Whether you’re handling hundreds of daily inquiries or just starting to grow your brand online, connecting your social media accounts to Neexa is quick, easy, and powerful.

In this guide, we’ll walk you through the steps to:

• Connect your Facebook Page and enable Messenger automation
• Integrate Instagram DMs so your AI can respond to your followers on your behalf.

Integrating Facebook Messenger with Neexa

Connect Neexa to your Facebook Page to instantly receive and respond to Messenger messages,  just like a real human (but tireless).

Steps by step guide;

Go to your Unibox > click the settings icon next to your AI Agent .

Click the + Facebook Account button. A popup window will appear Click + Add Account .

Instructions in the popup:

a Facebook login window will open Log in and Authorize Neexa .

Facebook guide

A Facebook pop-up select the business portfolio to connect after choosing, click Continue .

Select the Facebook Page you want Neexa to access.

(Note: You must be the owner or have full admin rights for the Facebook Page in order to complete this step successfully)

You’ll also get an option to connect your Instagram (if it’s linked to the Facebook Page). You can skip this if you prefer.

Review the permissions click Save once confirmed, click Got it to finish setup.

The popup will close, and you can now manage Messenger chats via Neexa. You can add multiple Facebook Pages if needed. Click Confirm to save your settings

Done!

Your AI Assistant is now ready to respond to Instagram messages like a pro.

Last Updated 23/05/2025

Enable Instagram Messaging
Connect your Instagram account to Neexa and let your AI assistant handle customer DMs directly from your dashboard. Whether it’s product inquiries, event RSVPs, or support questions, Neexa can respond instantly, 24/7. With this integration, you streamline communication, save time, and ensure no message goes unanswered.

Steps to Connect:

Click the Add Account this will open a Facebook window with prompts to connect and authorize your account. Follow the steps to complete the integration.

What happens next

A Facebook pop-up will ask you to choose the Business Portfolio you’d like to connect to Neexa > After selecting, click Continue.

⚠️Important: You must be the owner or have full admin rights on the associated Facebook Business Suite to complete this step.

Choose the Page you want Neexa to access.

⚠️Important: The instagram account must be connected to the selected Facebook business page

Choose the Instagram Account you want Neexa to access.

The popup will close. Click “Confirm” to save your settings , your Instagram is now connected. You can repeat the process to add more accounts if needed.

Done!

Your AI Assistant is now ready to respond to Instagram messages like a pro.

WhatsApp is one of the most popular communication channels for businesses and with Neexa, you can handle WhatsApp conversations directly from your dashboard. Once integrated, your AI Assistant can chat with leads, follow up automatically, and even hand over chats to you when needed.

This guide walks you through the two available integration options and what to expect with each

Before you begin, make sure you have access to the WhatsApp number you want to use and you are an admin with full access to the Facebook business portfolio where the WhatsApp business manager is connected or going to be connected.

Go to your Neexa Dashboard click on the settings icon next to you AI Agent

Instructions

1. Click on “Add Account” below.
2. A popup will open to log in to your Facebook account and authorize Our App.
3. Select or configure a whatsapp business account you want to add to Neexa and follow instructions.
4. Click Confirm below to enable Neexa on the provided Whatsapp Business Account(s).

Option 1: Connect an Existing WhatsApp Business Number

This option allows you to continue using WhatsApp Business on your phone while also integrating it with Neexa’s cloud platform.

Benefits:

• You can still use the number on your phone as usual
• The AI agent responds via cloud, without interrupting local device use

Recommended for:
Users who want flexibility using both their phone and Neexa for customer conversations.

Steps for connecting using Existing WhatsApp Number

When connecting your Facebook account to Neexa, you’ll be asked to log in with an existing personal Facebook account. Use a trusted, active Facebook account to complete this setup successfully.

Fill in Your Business Information

When connecting your WhatsApp Business account to Neexa, you’ll be asked to select an existing business portfolio or create a new one. This portfolio is part of Meta’s Business Manager, it helps organize and manage your connected WhatsApp numbers, templates, and permissions.

What to Do:

• If you already have a business portfolio (from Facebook or previous integrations), you’ll see it listed, just select it.
• If you’re new, follow the prompts to create a new one. You’ll add basic details like your business name, Business Website or Profile Page

💡 This must be a real, working URL that represents your business.

This step ensures Neexa can properly link your WhatsApp number under a verified business account, allowing your AI agent to send, receive, and manage messages effectively.

Click on Connect Your Existing WhatsApp Business App You’ll be sharing access to your existing WhatsApp Business account, not replacing it.

This method allows you to benefit from Neexa’s AI automation while keeping your current WhatsApp app active on the phone as well.

Enter your WhatsApp Business phone number you will receive a message in your WhatsApp business number to “Connect to the Business Platform”

1. Look for a message from the official Facebook Business Account and tap Connect.
   If you don’t see that message, tap Menu or Settings, select Account, and select Business Platform.
2. Choose if you want to share your chat history
3. If that didn’t work, copy the access code from the screen and enter it when prompted.

Once you scan the QR code, your WhatsApp will be successfully connected to Neexa. From that point, your AI assistant can begin responding to customer messages automatically.

💡You can up to two WhatsApp business number per business.

Option 2: Connect a New WhatsApp Business Number (Cloud Only)

This option links a new number entirely to the cloud version of WhatsApp via Neexa. Once connected, this number cannot be used on a mobile device.

⚠️ Important: Once this number is connected to Neexa, it will only work through the Neexa platform, you won’t be able to use it on the WhatsApp mobile app. This option is ideal for countries where WhatsApp’s cloud and phone coexistence feature is not yet available.

Unsupported Countries Include;

• Australia
• Japan
• Nigeria
• Philippines
• Russia
• South Korea
• South Africa
• Turkey

Unsupported Regions or Kingdoms:

• European Economic Area (EEA)
• European Union (EU)
• United Kingdom (UK)

Recommended for:
Business that want to integrate WhatsApp but live in Countries or regions where WhatsApp cloud and phone co-existence is not yet fully supported.

Steps for connecting using New WhatsApp Number

When connecting your Facebook account to Neexa, you’ll be asked to log in with an existing personal Facebook account. Use a trusted, active Facebook account to complete this setup successfully.

Fill in Your Business Information

When connecting your WhatsApp Business account to Neexa, you’ll be asked to select an existing business portfolio or create a new one. This portfolio is part of Meta’s Business Manager, it helps organize and manage your connected WhatsApp numbers, templates, and permissions.

What to Do:

• If you already have a business portfolio (from Facebook or previous integrations), you’ll see it listed, just select it.
• If you’re new, follow the prompts to create a new one. You’ll add basic details like your business name, Business Website or Profile Page

💡 This must be a real, working URL that represents your business.

This step ensures Neexa can properly link your WhatsApp number under a verified business account, allowing your AI agent to send, receive, and manage messages effectively.

Click on start with a new WhatsApp phone Number Click Next

Create or select your WhatsApp Business account:
This WhatsApp Business account will be linked to your business portfolio. It acts as the official communication channel for your business on WhatsApp. If you already have a WhatsApp Business account, you can select it here. If not, you’ll need to create one.

Add your WhatsApp phone number and choose your verification method:
Enter the phone number you want to connect, then select how you’d like to receive your verification code, Text Message or a phone call. This is where we’ll send the code to confirm your number.

Enter the verification code you received click “Next” to complete this step.

You’re all set! Your WhatsApp is now connected to Neexa, and your AI assistant is ready to start responding to customer messages automatically.

💡You can up to two WhatsApp business number per business.

Teach your AI what it needs to know, so it can respond like it truly understands your business.

This section helps you shape what your AI knows and how it responds. Instead of generic answers, your agent can be trained with real details about your products, services, policies, and tone. The more accurate the training, the more helpful (and human-like) the responses.

If your AI ever gives vague or incorrect answers, this is the section to revisit. It’s where real AI training happens, and where better conversations begin.

In Neexa, the AI Knowledge Base isn’t a separate feature or tool, it simply refers to all the information your AI learns from your business.

This “knowledge” comes from two key places:

1. Business Information
   Structured entries you create manually, things like your services, pricing, delivery process, return policy, etc. These are the facts your AI uses to answer common questions.
2. External Sources
   You can also train your AI by scrapping your website, uploading documents. Neexa extracts the information from these sources and adds them to what your AI knows.

It’s a term used to describe the collection of content your AI relies on to respond accurately.

If your AI gives a wrong or vague answer, it usually means the knowledge base (your training inputs) needs updating or expanding.

📘 Related Resources

How to Train Your AI

Last Updated 23/05/2025

To help Neexa respond accurately to your customers, you need to give it some basic information about your business, what you do, what you sell, and how you work. This helps your AI answer questions in a way that actually makes sense for your business.

You can share this information in a few different ways:

• Fill in some simple details manually
• Upload files like brochures or documents
• Add your website link so Neexa can fetch content from it

Why It’s Important:

The more Neexa knows about your business, the better it can assist customers, whether that’s explaining your services, answering product questions, or guiding users on what to do next.

Adding Information Through Your Website

Instead of typing everything manually, you can have Neexa automatically fetch details from your website.

You’ll see this message: “Your website is being fetched… this might take a few minutes. Please wait. You can close this modal and check back later.”

Once the fetching is complete, you can Select the pages click Start Learning . Your AI will begin learning from the selected pages.

Refresh your page to see the new entries from the website.

The fetched website pages will be automatically scrapped and filled into your business information. All information will be editable and updatable after scraping.

Adding Information Through Text Entry

Text entries are a simple way to tell Neexa about your business in your own words or to clarify something the AI is not getting well.

When to Use This:

• You want to provide more context that isn’t covered on your website.
• When you want to manually explain what your business does.
• You want to add specific product or service details that the AI can refer to.

Tip: The more clear and specific your entries, the smarter your AI becomes in customer conversations.

Adding Information Through Document Source

If you already have your business details stored in documents, like brochures, service catalogs, FAQs, or internal notes, Neexa can learn from them too. Just upload your files, and the AI will extract the relevant information to assist your customers more accurately.

Choose Your Files. Upload any files that contain useful information about your business. (Supported file types: .pdf, .txt, .xlsx (Excel) > Click Start Learning

Upload Guidelines

• Maximum file size: 10MB per file
• Maximum files per upload: 5

Once uploaded, Neexa will scan the documents, extract the text, and add it to your Business Information dashboard.

Edit Anytime
All uploaded content can be reviewed and edited to ensure accuracy. You can also update or remove any outdated info later.

📘 Related Resources

Editing/Deleting Existing Entries

Last Updated 23/05/2025

As your business evolves, so should the information your AI uses. Neexa allows you to easily update or remove any business information (also called entries) that you’ve added, whether it’s through text, website scraping, or uploaded documents.

Keeping your entries fresh ensures that Neexa always responds with accurate and relevant information during customer conversations.

To Edit;

Go to your Neexa Dashboard click Businesses click the Pen Icon on the entry you want to edit update the information click Save .

To Delete Single Entries

To Delete Multiple Entries At Once

To delete multiple entries in your Business Information, simply select the ones you want to remove by clicking on them individually. Once selected, use the bulk delete option to remove them all at once. This allows you to quickly clean up outdated or incorrect data without going through entries one by one. Just be sure to review your selections carefully, as deletions are permanent.

Tip: Review your entries regularly, especially after major business updates. Keeping them fresh ensures your AI stays aligned with what your business actually offers.

Last Updated 23/05/2025

When setting up your AI Assistant in Neexa, you’ll come across two powerful tools: Custom Instructions and Business Information. While both are designed to help your AI sound smarter and more aligned with your brand, they serve very different purposes.

Let’s break it down.

Custom Instructions: How Your AI Behaves

Think of Custom Instructions as the personality and behavior settings of your AI.

This is where you tell your AI how to act, what tone to use, how to greet customers, and even what not to say. These instructions shape the AI’s style, making it feel more human, more on-brand, and more relevant for your business.

Use Custom Instructions when:

• You want the AI to sound a certain way (formal, fun, simple, etc.).
• You need to control how it starts and ends conversations.
• You want to define what the AI should or shouldn’t talk about.
• You’re setting boundaries for safety, compliance, or tone.

It’s not about what the AI knows, it’s about how it responds.

Business Information: What Your AI Knows

This is the Knowledge Base of your AI. It contains everything your assistant needs to actually answer customer questions.

You feed it information about what you do, what you offer, how your services work, your pricing, policies, anything your customers might ask about.

You can add this information by:

• Typing in text entries
• Uploading brochures, FAQs, or service docs
• Letting Neexa fetch it directly from your website

Use Business Information when:

• You want your AI to explain your services accurately.
• You need it to answer product or pricing questions.
• You want to upload existing content like PDFs or guides.
• You need to ensure responses reflect your actual business operations.

How They Work Together

• Custom Instructions define how your AI talks.
• Business Information defines what your AI says.

For example, Business Info might include:

“We offer free shipping for orders over $50.”
And your Custom Instructions could ensure your AI says it like:
“Awesome news! 🎉 Shipping’s on us if you spend over $50!”

Together, they create a powerful, on-brand AI that knows what it’s talking about and sounds just like your team.

⚠️ Important: Instructions Always Come First

If there’s ever a conflict between Custom Instructions and Business Information, the AI will always prioritize Custom Instructions. This makes Custom Instructions your go-to tool for control, tone, and restrictions, especially when you want the AI to ignore or override certain facts.

Final Tip: Use Both for Best Results

Don’t pick one over the other. These two features are meant to work hand-in-hand. Custom Instructions help your AI behave the way you want, while Business Information gives it the right facts to work with.

Set both up correctly, and your AI Assistant will feel less like a bot, and more like your smartest, most reliable team member.

Last Updated 23/05/2025

Your AI Assistant isn’t a “set it and forget it” tool,  it’s a living, evolving part of your business. The more you interact with it, train it, and refine how it speaks, the better it becomes at handling your customer conversations like a pro.

In this guide, you’ll learn how to improve your AI’s responses over time to ensure it stays smart, relevant, and fully aligned with your business goals.

Why Refinement Matters

Even the best AI needs a little refining. Maybe it’s:

• Answering with too much detail (or not enough)
• Repeating things awkwardly
• Using a tone that doesn’t match your brand
• Giving outdated or inaccurate info
• Miss the nuance in a customer’s question
• Use phrasing that doesn’t match your brand voice

Where to Start: Reviewing Conversations

This is your window into what customers are actually experiencing and where the AI may need some extra coaching.

How to Refine Responses (3 Simple Ways)

1. Edit Business Info Entries

If your AI gives an outdated or incorrect response, the first place to check is your “Business Information“.

To edit:

Tip: If it’s completely irrelevant, use the three dots (⋮) to delete it.

2. Tweak Custom Instructions

If the AI sounds too robotic, too casual, or is talking about topics it shouldn’t adjust the Custom Instructions.

To edit:

Remember: The AI prioritizes Custom Instructions over Business Info. So if something sounds off, start here.

3. Upload Updated Information

If your AI lacks context or misses key info, consider uploading:

• Updated brochures
• Re-scrapping the website
• Entering updated manually
  

To upload:

⚠️ Important: When you upload new files or re-scrape your website, always review and delete older or similar entries that might contradict the new information.

Your AI considers all content in the Business Info section, so if two versions of the same topic exist, it might confuse your assistant and lead to inconsistent answers.

📘 Related Resources

How to Train your AI

4. Enable Web Intelligence

This feature allows your AI agent to interpret and respond based on the content of the web page your customer is currently viewing. For example:

• A user browsing your pricing page can ask, “What’s the pricing for the premium plan?”
• The AI will analyze the page content and provide a relevant answer, in real time.

Pro Tip: Test Before Customers Do

After making edits, use the Test AI feature in your dashboard. It lets you preview how your assistant will respond no need to wait for a real customer.

Ask the AI different versions of a question:

• “What’s your return policy?”
• “Can I get a refund?”
• “Do you do exchanges?”
  

This helps you see if the AI is consistent and aligned with your brand tone and facts.

Make It a Habit

Great AI doesn’t happen in a day. Keep your assistant sharp by:

• Reviewing chat history weekly
• Refreshing business info monthly (especially after major changes)
• Updating tone or personality seasonally or during campaigns
  

The more you refine, the smarter your AI becomes and the better experience your customers get.

Still Not Responding Right?

If you’ve refined everything and the AI is still missing the mark, reach out to our support team at support@neexa.co we’re happy to help troubleshoot or advise on best practices.

Final Tips

• Be specific. The clearer your inputs, the smarter your AI gets.
• Prioritize quality over quantity. A few well-written snippets are better than a data dump.
• Involve your team. Customer support, sales, and ops folks often spot gaps you won’t.
• Don’t be afraid to experiment. Try new instructions, tweak tones, and test different knowledge formats.

Let Neexa follow up, track, and organize leads, so you don’t have to.

Neexa’s Autonomous CRM is designed to help you manage leads without constant manual follow-up. It tracks conversations, identifies sales opportunities, and automatically follows up with potential customers based on how interactions unfold.

In this section, you’ll learn how to enable the CRM, configure how many follow-up attempts your AI should make, and monitor the progress of each lead, including which stage they’re in and how the AI is handling their journey.

Whether you’re managing a handful of leads or hundreds, this feature helps keep everything organized and moving forward.

Last Updated 23/05/2025

Keeping track of every lead manually is hard especially when your business is growing fast. That’s where Neexa’s Autonomous CRM comes in.

It’s a built-in system that automatically tracks your leads, follows up with them, and updates their status based on how conversations go. No need for separate CRM tools or manual data entry.

Neexa’s AI takes care of the busywork, so you never miss a sales opportunity, forget to follow up, or lose track of who’s ready to buy.

What does it actually do?

Neexa’s CRM is always working behind the scenes to organize your pipeline. Here’s what it handles:

1. Understands Where Each Inquiry Stands

After every conversation, Neexa’s AI reviews and analyzes the messages and classifies the inquiries into one of three stages:

• Ready to buy
• Needs nurturing
• Not interested (for now)

This analysis helps Neexa decide what to do next with the lead, whether that’s sending a follow-up, pausing for now, or asking your team to jump in.

2. Follows Up Automatically

Neexa doesn’t just tag potential customers, it acts on them. For potential customers that aren’t ready yet, it creates timely, personalized follow-ups based on how the customer behaved. That could include:

• A reminder with more information
• A check-in after a few days of silence
• A final nudge if the customer hasn’t responded

No setup require, Neexa does this on its own.

3. Requests Human Help When Needed

If the AI believes the lead needs a personal touch — maybe they asked for something sensitive or said they’re ready to pay — Neexa will:

• Flag the lead
• Pause AI responses
• Notify your team for intervention

It explains why it flagged the lead, so your team has context when jumping in.

4. Keeps Track of Everything in the CRM Dashboard

The CRM Dashboard is your control center. For every lead, it shows:

• Status (e.g. Following, Request Human Takeover, Won, Lost)
• Tag (The conversation number)
• Title (like “Pricing Inquiry” or “Product Support”)
• Description (summary of the interaction)
• Reminder (when the AI will follow up next)
• Opportunity (a log of the follow ups Neexa has done and why)

When you click on each log, you can review the AI’s logic, read the messages it sent, and decide if you want to step in manually.

5. Manages Your Pipeline End-to-End

From the first message to the final decision, the CRM keeps your pipeline clean and active. It can:

• Automatically close deals
• Re-engage cold leads
• Escalate when human help is needed
• Mark leads as lost if they’ve gone cold

You don’t need to manually move deals around or write follow-up emails. It’s all handled.

Why This Matters

Without this, you’d need:

• A sales CRM tool
• A calendar reminder system
• A person tracking follow-ups every day

With Neexa’s Autonomous CRM, that’s all built in and fully automated. You can just check the dashboard to know where every deal stands.

Last Updated 23/05/2025

Before Neexa can start tracking, organizing, and following up with leads automatically, you need to enable the Autonomous CRM from your dashboard.
This guide will walk you through each step to get it up and running.

Steps to Enable the Autonomous CRM

Go to your Unibox > Click the settings icon.

Click Automations CRM on the left panel Click Enable Follow Up .

This will enable your AI Assistant to automatically analyze conversations, determine which ones need to be followed up, and go ahead to automatically create follow up items.

Set the maximum number of follow-up attempts your AI should make.

This controls how persistent the AI is with leads. A setting of 1–2 attempts is recommended to avoid overwhelming customers and to conserve your credit usage. You can adjust this anytime based on your strategy.

Choose the goal for follow-ups: You can pick one of two options:

Customer Support – if your focus is on resolving queries, providing help, and improving response times

Sales Conversion – if you want the AI to focus on closing leads and moving them through the pipeline.

Add additional context to optimize results and guide your AI (Optional) > Click Save to confirm.

Example; Do not follow up with people who are looking for Jobs. Never follow up with existing students who want support, unless they are asking about joining another program, Fees or other inquiries that look like good sales opportunities.

What Happens After It’s Enabled

Once enabled, the Autonomous CRM will begin working in the background:

• It tracks all conversations and detects customer intent (converting, unsure, not interested).
• Based on that, Neexa will automatically follow up, send reminders, or request human takeover when needed.
• You’ll see all status updates, tags, goals, and follow-up messages inside the CRM Dashboard

⚠️ Note

You can turn the CRM off at any time by going back to the same CRM tab and toggle Enable Follow Up.
This won’t delete past data, it just pauses new tracking and follow-ups.

Last Updated 23/05/2025

Neexa’s Autonomous CRM is designed to take the manual effort out of lead management. Below are answers to some of the most common questions users have.

1. What is Neexa’s Autonomous CRM?

Neexa’s CRM is a built-in system that automatically manages, follows up with, and updates the status of leads based on how conversations progress. It works seamlessly in the background, so you don’t have to.

2. How does the CRM track leads?

Leads are tracked through any connected conversation channel (chat widget, WhatsApp, Instagram, etc.). The AI captures details, assigns a lead stage, and keeps updating it over time.

These change automatically as the conversation evolves.

3. Can I manually change a lead’s status?

No. The AI determines lead status based on real-time conversation flow and engagement. However, you can shape the AI’s decisions with better training and context when setting up and enabling the autonomous CRM via its instructions .

4. How many follow-ups will Neexa send?

You can set this number in your Autonomous CRM settings. We recommend 1–2 follow-ups to avoid customer fatigue and reduce unnecessary credit usage.

5. Where can I find CRM-related activity in the dashboard?

Go to your Neexa Dashboard > Click on the CRM tab. There you’ll see all active leads, their current statuses, and any scheduled follow-ups.

6. Can I see how follow-up decisions are made?

Yes. Click on a lead message to expand view:

• Why a follow-up was scheduled
• What the AI will say
• When the next message will be sent

This gives you full visibility into your follow-up workflow.

7. Does the CRM follow up across all messaging platforms?

Yes, as long as the contact was captured from a connected channel, follow-up messages will go through that platform (e.g., WhatsApp, Messenger, email).

8. What’s the main benefit of using the CRM?

It saves you time. You no longer need to manually track conversations, set reminders, or update statuses. Everything is automated, making lead management smoother, faster, and more scalable.

Automatically gather and organize customer data from all your conversations, without any manual work.

This section explains how Neexa collects conversational data from your AI chats across websites, social media, and email. It helps you understand how to enable data collection, the difference between data-first and AI-assisted methods, and where to find and manage your collected data in the dashboard.

Keeping your database organized and accessible means you’ll always have up-to-date customer insights ready to power better sales and marketing decisions.

Last Updated 23/05/2025

The Database in your Neexa dashboard is your central hub for every contact your AI agents have ever collected, no matter where they came from. Whether someone reached out through your website, on Instagram, replied to an email, or chatted via WhatsApp, their details land here automatically when enabled.

This section explains what the Database is, what kind of information you’ll find inside, and how it helps you keep track of your customer base with zero manual effort.

What the Database Tracks

The Database isn’t just a list of names, it’s a living, organized system that helps you understand your audience and follow up smarter.

Here’s what it includes:

1. Total Contacts Collected: See the full count of leads and customers captured through your AI over time.
2. Monthly Contact Breakdown: Track how many new contacts were added each month. This helps you see patterns and growth over time.
3. Source of Each Contact: Neexa automatically tags where each contact came from, including:

• Website chat widget
• Instagram DMs
• Facebook Messenger
• Email
• WhatsApp

This helps you understand which channels are performing best.

4. Contact Details:

Each entry includes;

• Name (if shared)
• Contacts (phone, email,)
• Source (Website, E-mail, WhatsApp, Facebook, Instagram)
• Date added

5. Conversation Context

You can also view the conversation history that led to that contact being saved.

Why This Matters

Neexa’s Database removes the need to manually collect, organize, and sort contacts. Every conversation that matters is:

• Stored automatically
• Linked to real behavior (not just a form submission)
• Easy to review and act on

This gives your team a complete view of who’s engaging with your business, across all platforms.

Think of the Database as your real-time address book, updated by your AI 24/7. It’s not static, it grows and connects with your CRM to effortlessly follow up with potential customers.

Last Updated 23/05/2025

Before Neexa can start building your contact Database, data collection needs to be enabled. This allows your AI agent to automatically capture and store lead information from conversations across your connected channels — like your website, Instagram, email, or WhatsApp.

This article walks you through exactly how to enable data collection in just a few steps.

Turning On Data Collection

Set a Condition

Decide when the AI should start collecting user data. You can choose between:

• User Message Count – e.g., after the user has sent 3 messages
• AI Response Count – e.g., after the AI has replied 2 times

Set the condition value (the exact number that triggers data collection).

Choose Data Collection Style

• Data First – The AI collects the required information before continuing the conversation.
• Smart Assist – The AI responds helpfully while collecting the data during the conversation.

Customize What Data Is Collected

Tell the AI what kind of customer data you want to collect.

• Phone Number
• Email
• Address
• Text ( i.e. name, business, country etc.)
• Numeric
• Date
• Select (Create your own options from a dropdown)

Understanding Each Field Setting in Data Collection

When setting up custom fields for your AI to collect (like Name, Email, Phone Number, etc.), you’ll see three options: Description, Validation, and Required.

Here’s what each one means and how to use it effectively:

Description

This is a short note to help you (and your team) understand what the field is meant to collect.

For example:

• If the field is “Name,” the description might be: “This is the user’s name”
• For “Email,” the description could be: “This is the User’s E-mail.”

Validation

This tells the AI what kind of input is acceptable. In other words, it helps the AI know whether the user gave a valid response or not.

Examples:

• For an email field, the validation should check if the input looks like a real email (e.g., someone@example.com)
• For a phone number, it might check for correct number length or digits only

⚠️ Without validation, the AI may accept incorrect or incomplete responses (like “yes” as an email).

Required

This setting decides whether the field is mandatory or optional.

• If Required is ON ✅:
  The AI will insist on collecting that field before continuing the conversation.
• If Required is OFF ❌:
  The AI will ask for the field, but it won’t push or follow up if the user skips it.

Use it wisely

Pro Tip:

Keep the conversation smooth. Only mark what you really need as required, so the AI doesn’t come across as pushy or repetitive.

Click Save to save settings

That’s it! Your AI agent will now begin collecting contact data from all qualifying conversations.

How It Works Behind the Scenes

Once enabled:

• Neexa will detect when a user shares contact information in a chat.
• That data is automatically stored in your Database, along with the conversation context and source.
• You can monitor, filter, or export these entries anytime.

⚠️ Important Note

If data collection is disabled, your AI will still chat with users, but none of their contact information will be saved for future follow-up or analysis.

Make sure it’s turned on if you want your CRM and follow-ups to work correctly.

📘 Related Resources

What is Autonomous CRM?

Last Updated 23/05/2025

When setting up conversational data collection, Neexa gives you two ways your AI agent can gather information from customers: Data First and Smart Assist. Both are designed to collect important user details like names, emails, and phone numbers, but they work differently depending on how you want the conversation to flow.

This article explains what each option means, and how to choose the right one based on your business goals.

What is Data First?

In Data First mode, the priority is collecting customer information before the AI provides answers or help. This is useful when your main goal is to capture leads or collect specific data like names, emails, or phone numbers etc upfront.

When to Use:

• You want to build your contact list.
• You prefer qualifying leads before engaging further.
• You want your AI to collect structured data before offering detailed support.

What It Feels Like to the User:

The AI will ask for key details first (e.g., “Can I have your name and email?”) before answering deeper questions.

What is Smart Assist?

In AI Assist mode, the AI jumps straight into helping the customer. It prioritizes providing answers, solving problems, or guiding the user through a conversation and then asks for info if needed.

When to Use:

• You want to support customers quickly.
• You want the AI to feel like a smart assistant not a lead magnet.
• Your product or service is complex and needs explanation before asking for contact info.

What It Feels Like to the User:

The AI is ready to help instantly, answering questions or offering solutions. It asks for contact info during the conversation but will not insist if the customer does not provide it.

So Which One Should I Choose?

You can always switch between the two depending on your goals or campaign.

📘 Related Resources

How To Set Data First or Smart Assist

Last Updated 23/05/2025

When using Neexa’s AI to interact with your customers, you can choose how it collects conversational data. Neexa offers two data collection styles, Data First and Smart Assist, that control when and how your AI gathers important user information during chats.

Go to Your Neexa Dashboard  Click Settings Icon next to you AI agent

Set a Condition

Decide when the AI should start gathering user data during a conversation. You can select one of two triggers:

• User Message Count – Data collection starts after the user has sent a set number of messages e.g., after the user has sent 3 messages
• AI Response Count – Data collection starts after the AI has sent a set number of replies e.g., after the AI has replied 2 times

Then, set the condition value (the exact number that triggers data collection, for example, collect data after 3 user messages or 2 AI responses)

Choose Data Collection Style

Data First 

• The AI collects all required information before continuing the conversation.
• This means the AI will focus on gathering data like contact info, preferences, or other key details upfront.
• Use this style if capturing complete user data early is critical to your workflow or sales process.

Smart Assist 

• The AI responds helpfully while collecting the data during the conversation.
• This style blends helpful responses with data collection, creating a smoother and less intrusive chat experience.
• Use this option if maintaining conversational flow and customer engagement is your priority.

Once you’ve selected the trigger and data collection style, click Save to activate your choices.

Final Tip:

Both options work well, it just depends on what matters most first: the data or the conversation. Pick the one that matches your strategy.

📘 Related Resources

Data First vs. Smart Assist: What’s the Difference?

Last Updated 23/05/2025

The Database inside your Neexa dashboard is your command center for managing all leads collected by your AI Agent. Whether the lead came from your website, social media, email, or WhatsApp, it all lands here automatically.

In this article, you’ll learn:

• Where to find your collected contact data
• How to switch between Table View and Grid View
• How to understand the source of each lead

Where to Find Collected Data

What You’ll Find in the Database

Total Contacts: Shows the total number of people your AI has captured data from.

Monthly Breakdown: See how many contacts were collected this month and compare it to previous months.

Lead Source: Find out exactly where each contact came from:

Contact Details: Includes (Name, Email, Phone Number or any other data based on your data collection settings)

Full Conversation History: You can open the original conversation linked to each contact, useful for understanding their needs, concerns, and interests. Simply click on the 3 dots in actions to view conversation.

Table View vs Grid View

The Neexa Database offers two viewing options to suit your workflow: Table View and Grid View.

Table View

A spreadsheet-style format best for:

• Quickly scanning rows of contact info
• Managing large volumes of data efficiently

Each row is one contact, and columns show their details (Source, name, email, etc.).

Grid View

A card-style layout that works well if:

• Getting a snapshot of each contact’s details
• Browsing through fewer contacts with more detail

Each contact appears in its own “card”

How to Switch Views:

Go to your Neexa Dashboard Click Database Click Icons at the top-right corner to select Table View or Grid View

Choose the layout that makes it easiest for you to navigate and act on your contact data.

Understanding Lead Sources

Knowing where your leads are coming from helps you focus your marketing and sales efforts.

Examples:

• Website — Contact initiated through your web chat
• WhatsApp — User messaged your WhatsApp-connected AI
• Instagram — Lead came from a DM or IG story reply
• Facebook — Lead came from user who inboxed you on Facebook
• Email — They emailed your AI or filled out an email form

Why It’s Useful:

• Track which platforms drive the most conversions
• Personalize outreach based on where the lead came from
• Export the data to run targeted ad campaigns later, especially useful for:
  • Retargeting people who didn’t convert
  • Re-engaging warm leads with a new offer

📘 Related Resources

How to Export Your Chats and Data into Excel

Last Updated 23/05/2025

Need to move your contact data outside Neexa? You can easily export it to a file format for use in spreadsheets.

To Export Contacts:

You’ll get two options:

• Export with chat – includes full chat history with the data

✅ Best for: Reviewing conversations or handing off leads to human agents with full context.

• Export data only – exports only the data

✅ Best for: Uploading into other CRMs, email tools, or doing bulk data analysis in Excel or Google Sheets.

Your data will download as an Excel (.xlsx) file

📘 Related Resources

Where to Find Collected Data in Your Dashboard

Manage and automate your email campaigns to stay connected with your customers effortlessly.

This section covers Neexa’s built-in outreach tools that let you create, send, and track email campaigns for promotions, follow-ups, and announcements. Whether you’re reaching a small contact list or a large audience, you’ll learn how to compose emails using AI or manually, add contacts to your lists, and launch effective campaigns from start to finish.

Last Updated 23/05/2025

Outreach is Neexa’s built-in feature for sending email campaigns to your contacts. It’s perfect for follow-ups, promotional emails, announcements and any other kind of outreach you want to automate or send manually.

It supports:

• Bulk contact uploads
• Manual contact entry
• AI-written personalized messages
• Manual message composition
• Contact list creation and management

What You Need Before Using Outreach

Before launching any email campaign, make sure that:

• You have enabled the Email Messaging feature.
  → Go to Deploy Settings in your dashboard and turn it on.

📘 Related Resources

Neexa E-mail Integration

You have a contact list ready, either by uploading one or adding contacts manually.

What Can You Do with Outreach?

With Outreach, you can:

• Send bulk emails to a targeted contact list
• Use Neexa’s AI to generate customized messages for each customer
• Add instructions to help the AI write more accurate, relevant messages
• Track and manage your campaigns from one place

How Outreach Fits into the Neexa Flow

Outreach works seamlessly with your Database. Every contact generated by your AI agents, whether from WhatsApp, Instagram, Email, or Website, can be added into a list and used for outreach.

It’s especially useful for:

• Running targeted email campaigns
• Sending updates or announcements or promotional messages

Last Updated 23/05/2025

Email campaigns in Neexa help you reach out to customers directly from your dashboard. Whether you’re sharing offers, re-engaging past buyers, or sending helpful reminders, here’s how to launch your first campaign step-by-step.

Step-by-Step: Launching an Email Campaign

Go to your Neexa Dashboard Click Outreach Click + Campaign to create a new email campaign .

In the New Email Campaign form:

• Enter a Campaign Name
• Click Continue

Click Add Contact List Then click + New Contact List or Existing list to create one if it hasn’t been uploaded yet.
(If you already have a list, just select it and skip to Step 5.)

Need help creating your contact list?

📘 Related Resources

Adding Contacts To Your List

After uploading your contact list, make sure to select “Email” in the Email Address field. This tells Neexa exactly which column contains the email addresses to send your campaign to. If this step is skipped or mapped incorrectly, your emails might not be delivered, so it’s important to double-check that the right column is selected.

Choose How You Want to Compose Your Email

When sending email campaigns in Neexa, you have two options for composing your messages: AI Compose and Manual Compose. Both allow you to personalize messages using your contact data, but how they handle that data quite different.

Understanding the difference will help you decide which one to use, depending on your goals and how much flexibility you want in the tone and structure of your message.

Compose with AI

AI Compose uses Neexa’s intelligence to rewrite and adapt your message based on the data you provide. It doesn’t just insert the raw information, it interprets the data and adjusts tone, language, and phrasing accordingly.

Example:

If a contact purchased on October 25th 2024, the AI might say: “Thanks for your purchase last year!”

It understands context, like dates, timeframes, tone, and even sentiment, to make your message sound more natural and human. It can also change tone, add empathy, or restructure a sentence based on the instructions you give it in the instructions.

Tip: The clearer your instructions, the better your message.

How to Give the AI Clear Instructions

When you choose “Compose with AI”, you’ll see a space labeled “Context and Instructions.”
This is where you explain the goal of your campaign and provide any important details the AI should know when writing messages for each contact.

Example Instruction;

“The contacts above are customers who enrolled for a short training in March 2024 .
Create an email that tells them about our Black Friday offers, and encourage them to visit our website.
Use a friendly, excited tone and include the enrollment time without necessarily mentioning dates
Mention they can use the promo code BLKFDY20 to get 20% off in a training ”

What the AI Will Do with This:

• Mention past customer status (e.g., “Thanks for your participation last year!”)
• Highlight Black Friday offers
• Include a CTA to visit your website
• Automatically insert the promo code
• Adjust message tone to match “friendly and excited”
• Personalize with contact names where possible

Tip: If you want the message to refer to specific products or links, make sure they are either added to your Business Info or written directly into your instructions.

Preview Message

After entering your instructions and context, click Preview Sample to see how the AI will generate your email using the provided data.

Note: AI Compose uses more credits than Manual Compose since each message is uniquely generated

Once you click “Publish”, your campaign goes live , you can now view its status directly within the Campaigns tab.

Compose Manually

Manual Compose is straightforward, it pulls data directly from your contact list and inserts it exactly as it appears. It uses merge tags like {first_name} or {purchase_date} to generate messages that are consistent across all recipients.

Example:

• Raw data: October 25th 2024
• Manual Compose output: “Thanks for your purchase on October 25th 2024.”

No rephrasing, no context-shifting, just clean, literal messaging.

Best when you want:

• Structured messages
• To reach large contact lists consistently
• To keep credit usage low

It’s great for updates, reminders, or any message where tone and flexibility aren’t critical.

Preview & Publish
Once everything looks good, hit Publish to launch.

You can monitor performance from the Campaigns Tab.

📘 Related Resources

Compose With AI Vs Compose Manually:

Last Updated 23/05/2025

When sending email campaigns in Neexa, you have two options for composing your messages: AI Compose and Manual Compose. Both allow you to personalize messages using your contact data, but how they handle that data quite different.

Understanding the difference will help you decide which one to use, depending on your goals and how much flexibility you want in the tone and structure of your message.

This guide breaks down how each works, when to use them, and what to expect.

Compose with AI: Smart & Flexible

AI Compose uses Neexa’s intelligence to rewrite and adapt your message based on the data you provide. It doesn’t just insert the raw information, it interprets the data and adjusts tone, language, and phrasing accordingly.

Example: If a contact purchased on October 25th 2024, the AI might say;

“Thanks for your purchase last year!”

It understands context, like dates, timeframes, tone, and even sentiment, to make your message sound more natural and human. It can also change tone, add empathy, or restructure a sentence based on the instructions you give it in the instructions.

Best for:

• Small campaigns with a limited budget for highly personalized emails
• Promotional campaigns that need a warm, engaging tone
• When your data includes behavior-based actions like purchase dates or usage patterns.
• Situations where you want AI to write “around” the data instead of inserting it directly

Not ideal for:

• Large-scale campaigns (unless budget allows for higher credit usage)

Note: AI Compose uses more credits than Manual Compose since each message is uniquely generate

Compose Manually

Manual Compose is straightforward, it pulls data directly from your contact list and inserts it exactly as it appears. It uses merge tags like {first_name} or {purchase_date} to generate messages that are consistent across all recipients.

Example:

• Raw data: October 25th 2024
• Manual Compose output: “Thanks for your purchase on October 25th 2024.”

No rephrasing, no context-shifting, just clean, literal messaging.

What It Does

• Sends a single, uniform message to everyone in your selected contact list
• Lets you write the message exactly how you want, word for word
• Supports basic customization using merge fields like:
  • [first_name]
  • [email]
  • [source]

Example: “Hi [first_name], we noticed you signed up on [source], here’s what you might’ve missed.”

Ideal When:

• Structured messages
• To reach large contact lists consistently
• To keep credit usage low

Tip: You can still add a personal touch by using merge fields, but the tone and content will stay the same across all recipients.

Summary: Which Should You Choose?

Quick Comparison

AI Compose shines when personalization and nuance matter most. Manual Compose keeps things simple and scalable. Choose what aligns best with your list size, tone, goals, and how tailored you want the messaging to feel.

Last Updated 23/05/2025

Before launching any outreach campaign, you need a contact list. This guide walks you through how to create a contact list, either by bulk upload or manual entry.

Creating a Contact List

Go to your Neexa Dashboard  Click Outreach Click + Campaign  to start a new email campaign.

Click Add Contact List  Then click +New Contact List  to create one if it hasn’t been uploaded yet.

Bulk Upload Contacts (CSV or Excel)

If you already have a list of contacts saved in a spreadsheet (CSV or Excel), bulk upload is the fastest and most efficient way to import them into Neexa. It saves time, reduces manual entry, and allows you to map important details like name, email, phone number, or location in one go.

• Supported formats: .csv or .xlsx
• Max file size: 25MB
• Drag & drop the file, or click to upload

You’ll see “Use first row as header” automatically toggled on. Keep this enabled if your first row contains column names like Name, Email, or Phone, this helps Neexa correctly map your data during upload.

Click Upload Contacts to confirm .

Add Contacts Manually

If you’re only adding a few contacts, you can enter them individually by filling in the fields for name, email, phone, or any other relevant info. This is ideal for quick additions without needing a spreadsheet.

Click New Contact Fill in required fields Click Create to add the contact to your list.

Required Fields;

• Source (Instagram, WhatsApp, Website, Upload, etc.)
• First Name
• Last Name
• Phone Number
• WhatsApp Number
• Email Address

Name & Save Your Contact List

After adding your contacts, enter a name for the list (e.g., “March Buyers”) and click Save. You’ll then be able to select this list when setting up your email campaign..

Ready to launch a campaign?

📘 Related Resources

How to Launch Your First Email Campaign in Neexa

Track, learn, and improve with your data.

This section of the Learning Hub helps you understand how your AI agent is performing and how your sales and engagement are evolving over time. Whether you’re reviewing conversations, analyzing follow-up success, or comparing traffic versus conversions, this is where the numbers start to make sense.

The goal of this section is simple: help you move from just checking metrics to understanding what they mean, and using that to take smarter action.

Track, measure, and improve your performance in one central place.

Last Updated 23/05/2025

What is the Analytics Dashboard?

Neexa’s Analytics Dashboard is your control center for insights. It brings together all the data from your AI agents, customer interactions, lead generation, and CRM activity, so you can see what’s working, what’s not, and where to take action.

It’s not just a bunch of numbers. It’s real-time, easy-to-understand data that helps you improve your sales process and follow-ups

What You’ll Find in Your Analytics Dashboard

The dashboard is divided into key sections, each giving you a different perspective on your performance. Let’s walk through them:

1. Conversations & Chat Overview

This section gives you a quick summary of how active your AI has been. You’ll see things like:

Key Insights:

• Responses – Total replies sent by your AI agents.
• Conversations – Total user-initiated chats across all channels.
• Human Takeover Responses – How often your team steps in.
• Avg. Messages per Conversation – Tracks conversation depth and flow.
• Conversations vs. Visitors – See how many site visitors actually interact with your AI.
• Site Visitors – See how many site visitors actually interact with your AI.

These numbers help you understand how engaged your visitors with your AI.

Want to know more? Explore Your Inbox

2. CRM Overview

A high-level look at your sales funnel and pipeline performance.

Key Insights:

• Won – Number of leads successfully converted by the AI.
• Won Value – Total monetary value of those conversions.
• Follow-ups in Progress – Deals currently being nurtured.
• Human Intervention Needed – Deals that may require manual input.
• Follow Up Channel – Channel where the follow-ups are happening.

This overview helps you track your sales performance, where prospects are in the pipeline, and when human input is needed.

Not sure how the AI-powered CRM works? What Is the Autonomous CRM? »

3. Data Collection & Lead Sources

See where your leads are coming from and how many you’re collecting.

Key Insights:

• Number of leads collected each month
• Platforms driving those leads (WhatsApp, Website, Instagram, Facebook, etc.)

You can use this to focus on the channels that are bringing the most value
→ Explore “Where to Find Your Collected Data”

Why the Analytics Dashboard Matters

• Make smarter decisions – Don’t guess. Use actual data to know what campaigns to double down on.
• Improve customer experience – Spot drop-off points and optimize your messages.
• Optimize your AI agents – See where the AI is thriving and where it needs help.
• Track ROI – Know if your engagement is translating into conversions.

Explore your analytics dashboard regularly, even just once a week, to keep your finger on the pulse of your business.

Last Updated 23/05/2025

Data without direction is just noise. Now that you’ve seen what Neexa’s Analytics Dashboard can show you; responses, conversations, human takeovers, follow-up progress, won value, and more, the real value lies in what you do with it.

This article wraps up the analytics section with a few grounded suggestions to help you move from just tracking numbers to taking action that drives better sales outcomes.

1. Look for Drop-Off Points

If your “Conversations vs Visitors” ratio is low, you might be getting plenty of traffic, but few people are engaging. That’s usually a signal to:

Recommendation:

• Refresh your AI’s greeting to be more inviting or clearer about how it can help. for example, you can use a friendly, personalized opener like: “Hi there! Need help finding the right service?
• Check website load speeds. If your site loads slowly, users might leave before the AI pops up. Use tools like Google PageSpeed Insights to troubleshoot.

The same logic applies within conversations. If the average message count is very low, ask: are people getting the answers they need? Or are they dropping off because the AI didn’t understand the intent?

Recommendation:

• Review conversation logs to identify where users drop off.
• Update the AI’s knowledge base with clearer responses and FAQs

2. Compare Follow-Ups vs Wins

If you’ve got a high number of follow-ups but low wins, your AI might be doing a good job engaging, but leads are stalling before converting.

Recommendation:

• Review follow-up conversations in your inbox.
• Check if human intervention was needed and whether it happened fast enough.
• Look at the business info you’ve provided the AI, is it equipped with pricing, delivery, and next steps?
• Small content gaps can have a big impact on conversions.

3. Track by Source, Not Just Volume

Lead volume is great, but knowing where your best-converting leads come from is even better.

Recommendation:

• Use the platform breakdown (Website, WhatsApp, Instagram, etc.) to identify which channels convert best.
• Allocate more resources or targeted campaigns to high-performing platforms.

4. Use Date Filters to Spot Trends

Weekly spikes, monthly dips, or seasonal patterns can be easily missed if you’re only looking at real-time numbers.

Recommendation:

• Use date range filters to compare Neexa performance over time.
• Identify what drove improvements or drops during specific periods, changes in messaging, promotions, or market trends.
• Use these insights to plan future campaigns or improve ongoing ones, especially if running paid ads or limited-time offers.

5. Human Takeovers Aren’t Failures

Seeing a lot of handovers to human agents isn’t necessarily a problem; it’s an opportunity.

Recommendation:

• Review common handover reasons to see if they can be automated with better AI responses.
• Update your Business Info section to include answers to frequently asked questions or complex issues.
• Train your human agents to prioritize and respond quickly to handovers, especially hot leads.
• Use handover data to improve your AI’s understanding continuously.

6. Keep the AI Informed

The more your AI knows, the better your metrics will look.

Recommendation:

• Regularly update the Business Info section with new products, updated pricing, delivery/refund policies, promo codes, and FAQs.
• Schedule monthly content reviews to ensure all info stays current.
• Use customer feedback and common chat queries to guide what info to add or clarify.
• An informed AI reduces drop-offs and human takeover needs, smoothing the entire sales process.

7. Don’t Check Metrics. Check Meaning

It’s easy to treat dashboards like scoreboards, refreshing for a dopamine hit. But the most useful insights come when you ask:

• Why did this number go up or down?
• What happened before this spike or drop?
• What’s the real-world story behind the metric?

Recommendation:

• Connect data points with business actions, website changes, or campaigns.
• When you notice anomalies, dig into conversation records or user feedback for context.
• Use your analytics as a guide to make informed decisions, not just to watch numbers fluctuate.
• Set goals based on insights, then measure again after making changes.

Final Thought

Neexa’s analytics won’t magically fix sales, but they will show you where attention is needed. Check your dashboard regularly. Use it to prioritize improvements. And remember: behind every data point is a customer conversation waiting to teach you something new. the conversations, they usually reveal more than the numbers.

Last Updated 23/05/2025

1. Where can I find the Analytics Dashboard in Neexa?

From your Neexa Dashboard > click on “Analytics” in the sidebar. That’s your control center for all performance insights from conversations and AI replies to sales and lead sources.

2. What kind of metrics can I track in the Analytics Dashboard?

Neexa tracks everything that matters:

• Responses – How often Neexa AI successfully replies
• Conversations – Total user-initiated chats
• Avg. Messages per Conversation – Shows how deep each chat goes
• Human Takeovers – When a human jumps in
• Conversations vs Visitors – Are your site visitors actually chatting?
• Follow-Up Progress – Track sales that are Won, Pending, or Need Human help
• Won Value – Total revenue generated by AI-closed leads
• Lead Sources – Where your leads came from (Instagram, WhatsApp, etc.)
• Site Visitors – Website traffic at a glance

3. How often is the data updated?

The dashboard updates in real-time, so you’re always seeing the latest numbers, whether it’s a new site visitor, AI response, or a follow-up that just closed.

4. How can I see which platform a lead came from?

Go to your Database or check the Lead Source breakdown in the dashboard. Neexa shows if each contact came from your website, WhatsApp, Instagram, Facebook, etc.

5. What’s the difference between “Responses” and “Conversations”?

• Responses = Every time Neexa AI sends a reply
• Conversations = Each unique user interaction
  So if one person sends 5 messages, that’s 1 conversation, 5 responses.

6. What does “Avg. Messages per Conversation” actually mean?

This shows how long and engaging your typical chats are. A higher number usually means deeper, more valuable interactions with potential customers.

7. What should I do if I see a lot of “Requiring Human Takeover” in follow-ups?

That means the your AI agent couldn’t fully resolve the query, maybe the AI didn’t have context, or the query showed strong buying intent.

• Go to your CRM to follow up on the follow ups flagged as Request Human Takeover
• Check if your Business Info is updated. Missing info can limit your AI agent’s performance.

8. Can I export this data for reports or sharing with my team?

While the Analytics Dashboard itself isn’t exportable yet, you can export leads and conversation histories directly from your Database. How to Export Collected Data →

9. How can I view analytics for previous months or date ranges?

At the top of the Analytics Dashboard, click on the dates, you can filter by date range > select any specific day, week, or month to explore historical data.

10. What if my analytics numbers seem low? What do I do to improve?

Start here:

• Check if your AI is fully deployed on the necessary platforms
• Make sure your Business Info is complete, this gives your AI agent context to respond better
• Review conversation quality in the Unibox and refine information in the business information or provide context in the custom instructions.

The more your AI knows, the more it can do.

Your centralized environment for managing businesses, AI agents, team members, and subscriptions within Neexa.

This section introduces the concept of Workspaces, shared spaces where everything related to your businesses and teams is organized. It helps you keep multiple businesses and projects separate yet accessible from a single login, making collaboration and management smoother.

Workspaces are essential for keeping your operations organized and scalable, especially when managing multiple brands, clients, or teams.

Last Updated 23/05/2025

Your team’s shared space to manage businesses, AI agents, and people.

The Neexa workspace is simply your team’s shared environment where you can manage everything: your businesses, your AI agents, your team members, and your subscription.

Think of the Workspace as your central hub, not for conversations, but for managing which AI agent is working on what, what businesses are connected, and how your plan is structured.

Whether you’re working solo or with a team, the Workspace helps you stay organized as you grow.

It’s especially useful if you’re:

• Managing multiple businesses
• Collaborating with a team
• Managing several AI agents
• Switching between different work spaces
• Keeping an eye on your plan, usage, and credits

What Inside the Workspace?

Here’s what you’ll find inside your Neexa Workspace:

• User Profile – Manage your account info and login preferences
• Subscription – View or update your plan, check billing, and track credits
• Team Members – Invite teammates and set permissions
• AI Agents – Create, edit, or remove your virtual AI agents
• Businesses – Add new businesses
• Switch Workspace – Quickly move between different workspaces

Why It Matters

Your Workspace keeps your account organized, especially as things grow more complex with more agents, businesses, or collaborators.

It’s also your access point for managing your plan and keeping an eye on what’s included.

Final Note

You won’t spend all your time in the Workspace but whenever you need to expand your setup, adjust your plan, or loop in new team members, this is where you’ll go.

Last Updated 23/05/2025

If you manage more than one brand, business line, or client under the same Neexa account, organizing them into separate business profiles within your workspace helps keep everything neat, focused, and easy to switch between. This is especially helpful for agencies, teams managing multiple storefronts, or business owners with different companies.

Why Add Multiple Businesses in One Neexa Workspace?

Managing multiple brands, branches, or clients? Neexa makes it easy to organize them all under one account, without the hassle of logging in and out. Just like managing multiple Facebook Pages from one profile, you can handle multiple businesses inside your Neexa workspace, each with its own AI agent, chats, and settings.

Here’s why this matters:

1. You run more than one business

Maybe you run an events company and also teach others how to plan events. Instead of juggling multiple logins, you can simply create:

• Business A for your events services
• Business B for your events training school

Each business gets its own AI setup, business information, contact info, tone, and inbox, all managed from the same workspace.

2. You’re an agency managing clients

If you offer customer engagement, sales support, or automation services to multiple clients, Neexa lets you create a dedicated business profile for each client.

• Their data stays separate and secure
• But you stay in full control, from a single login

3. No need to log out or switch accounts

Everything stays inside one Neexa workspace.
Just scroll to the “Businesses” section and tap the one you want to manage. You’ll instantly switch context without signing out.

This setup gives you clean organization, smarter automation, and total control.

How to Switch Between Businesses

You can easily move between different business profiles depending on which one you’re managing at the moment..

• In your Workspace, scroll to Businesses Click the business name you want to switch to , your dashboard will instantly update to reflect that business’s AI agent, settings, and data.

Last Updated 23/05/2025

If you’re managing multiple brands, clients, or projects in Neexa, you’ll likely have more than one workspace. Here’s how to switch between them and how to create a new one when needed.

How to Switch Workspaces

There are two easy ways to move between your workspaces: Either method takes you instantly into the selected workspace, no re-login required.

Option 1: Via the Workspace button

At the top right corner of the page. Click your profile picture click my workspace

Option 2: From the Top Bar

On the top bar of your Neexa Dashboard (next to your subscription details), you’ll see the name of your current workspace.

Click the arrow beside the workspace name select the workspace you want to switch to .

📘 Related Resources

Creating A New Workspace

If you’re managing multiple businesses, clients, or teams, creating a new workspace lets you keep everything organized and separate.

Each workspace in Neexa acts like its own dedicated environment. Think of it like having separate folders for different projects, each with its own businesses, agents, and team access. This way, you can avoid mixing up information, manage permissions more precisely, and stay focused on what matters in each context.

How to Create a New Workspace

You can create a new workspace from either of two spots:

1. From within your current workspace:
   Scroll to the top-right of the Workspace section and click the dropdown arrow.
2. From the dashboard top bar:
   Next to your subscription details, click on the current workspace name.

In both cases, scroll to the bottom of the dropdown and click “+ New Workspace”

A pop-up will appear, enter the name of your new workspace Click Create and you’re done!

When to Use Multiple Workspaces

Use a separate workspace when:

• You manage different brands or companies
• You work with different teams or clients

Each workspace has its own agents, business info, team, and plan, so they never overlap.

Last Updated 30/06/2025

If you’re working with a team, whether it’s a colleague, assistant, or external collaborator, you don’t need to share your login. Neexa lets you invite them to your workspace with the right level of access.

Here’s how to do it in a few quick steps.

Go to “Workspace Team”

In your workspace, scroll down to the Workspace Team section Click Invite to Workspace

Choose Their Role

You’ll see a pop-up with two role options:

• Owner
  • Full access: Can create businesses, manage AI agents, reply to messages, and make changes.
• Member
  • View-only access: Can see businesses and agents, but can’t create, edit, or respond to chats.

Choose the role that fits what they need to do.

Add Their Email

They Accept the Invite

The person you invited will receive an email titled:

Once they accept the invitation, they’ll automatically appear under your Workspace Team section. You’ll see their name, email. When you click the 3 dots at the end of their information, you can and assigned role, and you can manage or remove members anytime.

Things to Know

• You can update roles or remove members at any time from the Workspace Team section.
• Only Owners can manage team invites and permissions.

Why Add Team Members?

Whether you’re managing leads, sales conversations, or multiple businesses, adding team members helps you work smarter and faster. Everyone gets visibility, and no customer is left behind.

Easily keep track of your plan, credits, and billing from your Workspace.

Last Updated 23/05/2025

Managing your subscription is simple with Neexa. You can view all your current plan information right from your dashboard without having to leave your workspace.

Here’s how to find your subscription details:

Go to your Neexa Workspace
Once logged in to your workspace, the first thing you will see is a clear overview of your active plan, including:

• Product – The name of the subscription plan you’re currently on.
  
• Status – Indicates whether your plan is currently active, Exhausted, or expired.
  
• Credit Balance – Shows how many credits you have left
  
• Quantity – Reflects how many months you’ve paid for upfront (e.g., 1 = monthly billing; 12 = annual plan).
  
• Total – The total charge for that plan
  
• Start Date – When your current subscription plan began.
  
• Expiry Date – When your plan is due to end or automatically renew.
  

Scroll Down to See Your Subscription History
At the bottom of your workspace, you’ll find your full subscription history, including past renewals, upgrades, and billing changes. This helps you keep track of how your plan has evolved over time.

Last Updated 23/05/2025

Whether you’re running low on credits or looking to unlock more features, Neexa makes it easy to renew or upgrade your subscription right from your dashboard.

To Renew or Upgrade Your Plan:

A pop-up window will appear displaying available plans and packages. Select your preferred billing cycle (monthly or annual) Choose a package Click Check Out to proceed

Complete the Payment
Choose your preferred payment method and follow the on-screen instructions to confirm and complete your payment securely.

Whether you’re just getting started or already deep into using Neexa’s AI features, you might have questions. This FAQ section covers the most common things users ask, from how our AI agents work, to managing workspaces, subscriptions, and deploying across different channels.

If you’re ever unsure about a feature or need clarity on how something works, this is a great place to start. For deeper guides, check out the full Learning Hub sections linked throughout.

1. Do I need a separate account for each business I manage on Neexa?

No. You can manage multiple businesses inside one workspace or separate workspaces if needed. Each business has its own AI agent, contact info, and settings. There’s no need to log in and out.

2. Can one AI agent respond to inquiries across all my businesses?

No. Each AI agent is tied to a specific business for better context, tone, and data accuracy.

3. What happens if a customer sends a message that’s off-topic from what the AI was trained on?

The AI will attempt a helpful response using its general training, but if context is missing, you or your team can jump in using Takeover Mode to handle it manually or you can instruct the AI on what to say in such scenarios via the custom instructions tab.

4. Can one AI agent hand over a conversation to another AI agent?

No. AI agents cannot pass chats between each other. Each one operates independently on its assigned business and channels. If a transfer of information is needed, a human must intervene.

5. Why is my AI not answering accurately even after training?

This can happen if:

• Instructions conflict with Business Info
• Knowledge base entries are too vague or outdated
  Always check the Business Info and Instructions tabs for accuracy.

6. Can I track if the AI is following up with a lead or not?

Yes. Inside Unibox, each chat will show the Follow-up Progress and the stage of the CRM journey the lead is in, from first contact to closed. You can also view follow ups in Autonomous CRM tab.

7. What’s the difference between Database and CRM in Neexa?

• Database shows all contacts captured by your AI across channels
• CRM shows the sales follow-up logic, stages, and statuses for those contacts, focusing on intent and lead movement.

8. How does the AI decide how many follow-ups to send?

This is controlled under your Autonomous CRM settings. You set the maximum follow-up attempts per lead. It’s recommended to keep it between 1–2 to avoid annoying customers and save credits.

9. Why is the AI using too many credits too fast?

Credits are consumed when:

• The AI responds to many inquiries so it’s normal to have spikes during marketing campaigns
• Follows up with leads to many times
• Uses advanced tools like AI Compose, Web Page Intelligence.
  You can manage usage by limiting follow-ups and choosing Manual Compose when appropriate.

10. Is AI Compose worth it if I only have a few contacts?

Yes, especially if you want dynamic messaging. For small lists, AI Compose is useful when personalization matters.

11. Why isn’t my email campaign sending out emails?

Make sure you’ve selected “Email” as the column identifier during the contact import. Without this, the AI won’t know which field contains email addresses to send to.

12. Can I preview what my AI will say before launching an email campaign?

Yes. When using AI Compose, click “Preview Sample” before publishing. This gives you a sneak peek of what your contacts will receive.

13. What’s the difference between switching workspaces and switching businesses?

• Switching businesses changes which company’s AI/data you’re managing inside a workspace
• Switching workspaces takes you to an entirely different environment with its own users, businesses, and setup.

14. Can my team members create new AI agents or businesses?

Only if they’re set as Owners. Members can view chats but cannot create or manage AI agents, businesses, or reply manually.

15. Do I need to integrate my email to send campaigns?

Yes. You must connect either a Microsoft account or use IMAP/SMTP settings from your email provider before campaigns can be sent from your domain.

16. Where can I find my credit balance and plan details?

Inside your Workspace, scroll to the My Subscription section. It shows your current credits, plan status, start and expiry dates, and renewal history.

17. Can I bulk delete entries in my AI’s knowledge base?

Yes. Select multiple entries using the checkboxes and click delete.

18. What is Web Page Intelligence, and does it use credits?

Web Page Intelligence allows your AI to understand and respond based on the current web page it’s deployed on. Yes, it consumes additional credits as it requires live page analysis.

19. What are “Responses” in Pricing?
“Responses” refer to the number of interactions or replies that your Neexa AI provides to customers or site visitors. Each pricing plan comes with a set number of responses. For instance, the Free tier allows for 50 responses, Standard provides 500 responses, the Premium with 1,500, and the Growth package has 10,000 responses.

20. What is an Agent(s)?
An Agent(s) is an AI-powered Chatbot by that is able to have human-like conversations. You can create multiple Agents for different objectives such as Sales Agent and Q&A Agent.

21. Can I use Neexa for Customer support?
Absolutely! While Neexa AI was primarily designed as a sales agent, It allows you to create secondary Neexa bots with the Role of “Support Assistant”, making its primary role one of assisting your customers solve issues.

22. How will the AI Learn about my business?
Neexa has a Dashboard where you are able to add your Business’ information. This information is what the AI used train and learn about your business. The information is editable and the training/learning process takes a few seconds after you have added it.

23. How many languages does Neexa support?

Neexa AI supports over 90 languages and will automatically switch to the language people use to make an inquiry. Below are some of the supported languages;

Albanian
Arabic
Armenian
Awadhi
Azerbaijani
Bashkir
Basque
Belarusian
Bengali
Bhojpuri
Bosnian
Brazilian Portuguese
Bulgarian
Cantonese (Yue)
Catalan
Chhattisgarhi
Chinese
Croatian
Czech
Danish
Dogri
Dutch
English
Estonian
Faroese
Finnish
French
Galician
Georgian
German
Greek
Gujarati
Haryanvi
Hindi
Hungarian
Indonesian
Irish
Italian
Japanese
Javanese
Kannada
Kashmiri
Kazakh
Konkani
Korean
Kyrgyz
Latvian
Lithuanian
Macedonian
Maithili
Malay
Maltese
Mandarin
Mandarin Chinese
Marathi
Marwari
Min Nan
Moldovan
Mongolian
Montenegrin
Nepali
Norwegian
Oriya
Pashto
Persian (Farsi)
Polish
Portuguese
Punjabi
Rajasthani
Romanian
Russian
Sanskrit
Santali
Serbian
Sindhi
Sinhala
Slovak
Slovene
Slovenian
Spanish
Swahili
Swedish
Tajik
Tamil
Tatar
Telugu
Thai
Turkish
Turkmen
Ukrainian
Urdu
Uzbek
Vietnamese
Welsh
Wu

Welcome to Neexa Learn

A practical guide to using your Neexa dashboard effectively.

This space is designed to help you understand how Neexa works and how to get the most out of your tools. Whether you’re just getting started or need clarity on a specific feature, Neexa Learn offers clear explanations, step-by-step walkthroughs, and useful examples.

What is Neexa?

Neexa is a fully Autonomous Sales CRM that engages your prospects, nurtures them with consistent follow-ups, and converts leads into paying customers 24/7, helping your business effortlessly increase sales.

What You’ll Find Here;

This space is structured to help you learn how to use Neexa’s features with ease. Each section focuses on a core part of the dashboard and walks you through what it does, how to set it up, and how to use it day to day.

You’ll find:

• Feature overviews that explain what each tool does
• Setup instructions and configurations
• Short use-case examples to give you context
• Helpful reminders and best practices

Your main command center to manage conversations, follow ups, data, campaigns, AI agents, work spaces and analytics.

Last Updated 23/05/2025

Whether you’re running one business or managing multiple brands, the Neexa dashboard brings everything together in one place. Think of it as your control tower, from chats to campaigns, Autonomous CRM to analytics, and AI training to team access.

Let’s break down what to expect from the different features and tools in your Neexa dashboard:

Unibox

Manage All Conversations in One Place

Unibox is your central space to view and manage all customer conversations, across every business in your workspace. Whether it’s WhatsApp, Instagram, email, or website chat, it all lands here.

Inside Unibox, you’ll find:

• Conversations Tab: See all live, completed, or follow-up chats across all channels.
• Takeover: Pause AI responses and manually step in to reply to customers.
• Potential Customer Opportunities: See which chats have been marked as following, pending, won, lost, request human takeover.
• Agent View: Easily switch between AI agents and businesses.

📘 Related Resources

What is Unibox?

Outreach

Create and Send Email Campaigns

Outreach is Neexa’s built-in campaign tool. Whether you’re doing sales follow-ups, sending announcements, or launching promotions, it’s all in one place.

Inside Outreach, you can:

• Create Campaigns: Compose manually or use AI to write your message.
• Upload Contacts: Add or import contact lists easily.
• Track Campaign Performance: how many emails were sent, how many replied and how many failed.

📘 Related Resources

Creating Campaigns in Outreach

Autonomous CRM

Autonomous Lead Management, Built In

Neexa’s AI-powered CRM is a built-in system that automatically follows up with potential customers, and updates their status based on how conversations go.

Inside the Autonomous CRM, you can:

• See follow up Progress: Know which stage each lead is in and the scheduled times for next follow ups.
• See justification of follow up: View the reasoning behind each follow-up. This gives you full visibility into how the AI is making decisions and moving potential customers forward.

📘 Related Resources

What is Autonomous CRM?

Businesses – Train and Manage Your Brands

Everything related to your business information setup.

• Create New Business: Create and setup a new business
• Edit Business Profile: Add business, name, description, location, contact details, website url for the AI to get context about your business.
• Add Business Information: Scrape your website, upload documents or manually add text entries to train your AI about your services, products and business in general for factual and helpful responses.
• Information Snippets: Edit or refine short pieces of reusable knowledge for more precise replies.

📘 Related Resources

Business Info & AI Training

Database

All Customer Info in One Place, Zero Manual Work

The Database stores every contact your AI agents have collected automatically.

Here’s what you’ll find:

• Contact Info: Names, emails, phone numbers, and sources.
• Data sources: From website, social media, WhatsApp, or email.
• Central Management: View, export data only or with chat.

📘 Related Resources

Data Collection & Database

Analytics

Track your performance, conversations, and engagement.
Get clear insights into how your AI is performing and how users are engaging.

What you’ll find in Analytics:

• Chat Analytics: View total conversations, human takeovers, and AI performance.
• Engagement Reports: Track campaign open rates, replies, and conversions.
• Usage Metrics: Monitor credit usage and agent activity.

📘 Related Resources

Statistics & Analytics

My Workspace

Manage your team, subscription, and workspaces.
Your backend where you control user access and plan settings.

What you can do here:

• Edit your profile
• Switch between workspaces and brands
• Add new team members
• Create new AI agents
• View your current subscription and usage

📘 Related Resources

Workspaces

Settings

Fine-tune your AI agent’s personality, tone, and actions.
Your AI should sound like your brand, this is where you make that happen.

What you can do here:

• Customize your agent’s name, tone, and behavior (AI Profile)
• Train your AI using with custom instructions
• Configure how your CRM and database
• Set up notifications so your team stays in the loop

📘 Related Resources

AI Agents & Settings

Deploy

Connect Neexa to your website, inbox, and social channels.
Once your agent is ready, this is where you go live.

What you can do here:

• Install the chat widget to your website
• Integrate email messaging
• Integrate social platforms like Facebook, Instagram, and WhatsApp

📘 Related Resources

Deploy Neexa on Your Website

Last Updated 23/05/2025

Unibox is your central space to view and manage all customer conversations, for each business you’ve added to your workspace.

Whether your AI agent is chatting with customers or a lead is being followed up, Unibox shows you everything happening in real-time, so you’re always in control.

What You Can Do in the Unibox:

1. View Conversations for your Business

Once you select a business, the Unibox updates to show:

• All active and completed conversations for that business
• Messages from different channels (WhatsApp, Web chat, Facebook, Instagram, E-mail)
• AI agent responses in each chat
• The follow-up journey for any customer opportunities

2. Step In with Takeover Mode

Sometimes the AI may not have enough context, or you might want to clarify something directly.

Use Takeover to:

• Pause the AI mid-conversation
• Respond manually to the customer
• Return control to the AI when you’re done

This lets you step in seamlessly, without disrupting the customer experience.

⚠️ Important: After you’re done, don’t forget to switch back to AI Response mode.
If you don’t, the AI will remain paused, meaning new messages from that customer won’t be answered until you step in again. Always return control to the AI to keep replies instant.

3. Track Opportunities and Follow-ups

Neexa automatically identifies and follows up with promising leads once the CRM is enabled.

Within each conversation, you can see:

• If an opportunity is being followed up
• What stage of the journey it’s in
• How the AI is managing the follow-up

This helps you separate general inquiries from high-value opportunities and act accordingly.

How to view opportunities

Click the three dots (⋯) at the end of each conversation to reveal additional option, including the ability to view opportunity details or delete the conversation if needed or you can click the arrows on the left side of each chat to expand the Opportunity Panel

Why the Unibox Matters

The Unibox isn’t just for reading messages. It gives you:

• Clear visibility into how your AI agent is engaging customers
• The power to act when a human touch is needed
• A real-time view of sales opportunities being nurtured by your AI

Pro Tips:

• Don’t forget to switch businesses if you manage more than one, each has its own Unibox view.
• Check Unibox regularly to stay on top of conversations and follow-ups.
• Use Takeover for context-specific replies or high-stakes conversations.

Last Updated 13/06/2025

Unibox is more than just a chat dashboard, it’s your AI-powered control room for customer engagement.

If you use it well, Unibox can help you:

• Spot what customers are really asking for
• Improve your AI responses
• Takeover conversations if necessary

Here’s how to make it work for you, not the other way around.

1. Monitor Conversations to Improve Your AI

Every response your AI gives is a learning opportunity, for it and for you.

What to do:

• Open recent chats and skim through replies
• Watch out for awkward, repetitive, or off-target responses
• Note customer questions your AI couldn’t answer well

Why it matters:
These are the moments to retrain your AI. A few small tweaks can make your AI sharper, faster, and more helpful, which means smoother conversations and happier customers.

2. Use Takeover Mode Strategically

Let the AI do the routine work and jump in only when it matters.

Use Takeover when:

• The customer goes asks something out of context for the AI to answer
• There’s emotional tension or urgency
• A customer ready to buy is hesitating and needs a human nudge

Pro tip:
Once you’re done, you can hand the chat back to the AI or keep it manual. Either way, you’re in control.

3. Spot Customer Trends from Chat History

Want to know what your customers really care about? It’s all in the conversations.

What to look for:

• Repeated questions (e.g. “Do you deliver on weekends?”)
• Feature requests or complaints
• Patterns in what people ask before they buy

What to do with it:

• Update your FAQ or help center
• Adjust your marketing or product messaging
• Train your AI to handle these questions better

This is free market research, baked into your daily workflow.

4. Track Follow-Ups and Sales Opportunities

Unibox shows you when the AI has identified a sales opportunity, and where it is in the follow-up journey.

Inside each conversation, you can see:

• If it’s been tagged as a following, pending, won, lost or request human takeover
• What follow-up messages the AI has sent
• When the next follow up is scheduled to take place

How to use this:

• Follow up with leads that are tagged “request human takeover”

6. Build a Daily Habits Checklist

Make Unibox check-ins part of your daily routine.

Here’s a quick 5-minute checklist:

• Scan new conversations
• Review AI replies that need improvement
• Jump into any urgent chats

You’ll stay ahead of problems, close leads faster, and train your AI, all in a few minutes a day.

With a few smart habits, Unibox becomes your assistant, not just your inbox.
Let AI handle the routine, and you focus on the moments that matter.

Last Updated 23/05/2025

1. What is the Unibox in Neexa?

The Unibox is a centralized inbox where all your customer conversations, across platforms, are stored. You can view real-time chats, AI responses, lead activity, and follow-ups in one place.

2. Can I view conversations for multiple businesses at once?

No, the Unibox displays conversations for the business currently selected in your workspace. To switch, go to your Workspace and select the desired business.

3. What platforms are supported in the Unibox?

The Unibox supports conversations from website chat, WhatsApp, Instagram, Facebook Messenger, and email (if those integrations are connected and enabled).

4. Can I reply to messages manually from the Unibox?

Yes. You can take over any conversation by clicking the Takeover button. This lets you respond directly instead of the AI agent.

5. When should I use the Takeover feature?

Use Takeover when the AI lacks specific context or when a human touch is needed to close a deal or clarify an issue.

6. Can I see past conversations in the Unibox?

Yes. You can scroll down in the Unibox to view previous conversations. If you’re on the Free plan, your chat history is limited to the past 90 days. Paid plans offer unlimited conversation history.

7. What happens if a customer replies after 24 hours?

The conversation is reactivated in the Unibox. If you’ve enabled WhatsApp notifications, you’ll also get an alert when a dormant conversation resumes.

8. Can I export conversations from the Unibox?

Not directly from the Unibox. However, you can export all chats and data via the Database tab of the dashboard.

9. Can I assign specific team members to respond to Unibox messages?

Not currently. The Unibox is shared per workspace, so any team member with access to the business can manage conversations or use Takeover.

10. Does the Unibox show message timestamps?

Yes, each message shows the exact time it was sent, helping you understand when follow-ups were made or customer replies were received.

11. Can I filter Unibox messages by platform or status?

Filtering by platform or follow-up stage is not supported.

12. Will conversations disappear if a business is deleted?

Yes. If you delete a business from your workspace, all associated data, including conversations in the Unibox, will also be deleted.

What they are, how they work, and how to set them up effectively.

Last Updated 23/05/2025

In Neexa, an AI Agent is your virtual team member. It handles customer interactions on your behalf, from answering questions to driving sales, depending on how you configure it.

Each agent can be personalized, assigned a clear role, and deployed across different channels (website, WhatsApp, Instagram, etc.) And just like human teammates, different AI agents can serve different purposes.

What Is an AI Agent?

An AI Agent is a customizable virtual assistant trained to speak on behalf of your business.

It responds to customer queries in real-time, 24/7, using the business information you provide, things like your product details, delivery terms, offers, and frequently asked questions.

Every agent has its own name, tone, greeting message, and assigned function, so you can tailor the experience to fit your brand and business goals.

What Can an AI Agent Do?

Neexa AI agents can be configured for different responsibilities. Right now, you can choose between two main roles:

Sales Assistant

Perfect for businesses focused on conversions. This role is trained to:

• Recommend products or services
• Handle objections and concerns
• Guide users to purchase or sign-up
• Push follow-ups and close leads

Inquiry Assistant

Ideal for support and general inquiries. This role is better suited to:

• Answering FAQs
• Providing basic troubleshooting
• Supporting users in a helpful, non-salesy way

You can always create more than one agent to handle different tasks on different channels.

📘 Related Resources

How to Create a New AI Agent

How to Create a New AI Agent

Here’s a step-by-step overview of how to set up your AI Agent:

1. Start from Your Unibox

From your Neexa dashboard, go to Unibox Click the current agent name at the top for a dropdown Click + New AI Agent

This opens the setup view where you can customize the agent’s profile.

2. Upload a Profile Picture

💡 Tip: Choose a friendly, on-brand avatar that represents your business. It’s what customers will see in chats.

3. Give Your Agent a Name

💡 Tip: Keep it short and easy to remember. This name will show up in all conversations and helps personalize the experience.

4. Write a Greeting Message

Example:
“Hi there! 👋 I’m Nia — here to help with anything you need.”

💡 Tip: Make it warm and approachable. Emojis are welcome if they fit your brand tone.

5. Assign the Agent’s Role

Under AI Role dropdown > Choose between Sales Assistant or Inquiry Assistant

💡 Tip: You can always switch roles later. Or, if you want one AI for support and another for sales, just create two agents with different configurations.

6. Assign the Agent a Business

Under AI Role dropdown > Choose a business for your Sales Assistant or Inquiry Assistant

Why Use Multiple AI Agents?

Neexa lets you deploy different agents for different use cases. For example:

• A sales-focused agent on your website and socials
• A support-focused agent on your help center

Final Thought

Think of your AI agents as digital teammates. The more you tailor them, with the right name, greeting, role, and business info, the better they’ll perform. Whether you’re focused on sales, service, or both, your AI agents will be a direct extension of your brand.

Last Updated 23/05/2025

Your AI agent is the face and voice of your business,  the first point of contact for your customers. Setting it up properly ensures that every interaction feels personal, professional, and aligned with your brand. In this step-by-step guide, we’ll walk you through how to customize your AI agent inside Neexa. 

In This QuickStart Guide, We’ll Cover:

• Adding a Profile Picture
• Giving your AI a name
• Setting a greeting message
• Choosing the AI role
• Assigning you AI to a business

1. Add a Profile Picture

Your AI’s profile picture helps build trust and makes interactions feel more human.

Go to your Unibox Click on Settings Icon next to the AI agent button .

💡Tip: Choose a friendly, professional avatar that fits your brand style and represents your business.

2. Give Your AI a Name

Names give your AI personality and help customers know who to reference to when talking to someone else in your business.

💡Tip: Keep it short, friendly, and easy to remember. Your AI’s name will appear in all customer chats

3. Set a Greeting Message

First impressions matter, your greeting sets the tone for every interaction.

scroll to Greeting Message Type your welcome message Click Create
Example: “Hi there! 👋 I’m Nia, welcome to our website. How can I help you today?” .

💡Tip: Make it warm, helpful, and brand-appropriate. Emojis are welcome if they match your tone!

4. Choose the AI Role 

Decide what your AI is responsible for, sales or general inquiries.
In the AI Profile tab find the AI Role dropdown Choose between:

• Sales Assistant – Helps drive product sales, recommends items, and handles customer objections.
• Inquiry Assistant – Best for answering general questions and supporting customer service.

💡Tip: Pick the role that matches your current priority. Want both? You can always switch roles later,  or even create a second AI agent to handle the other role separately (e.g., one for sales, one for inquiries).

5. Assign Your AI to a Business

Link your AI agent to a specific business profile to ensure it responds with the right information.

Scroll to Business Click dropdown Select a business (or create New Business) Click Create .

💡Tip: Each AI can be tied to a different business, so if you manage multiple brands, you can set up unique AI agents for each.

You’re All Set!

Once you’ve completed these steps, your AI agent will be fully customized and ready to interact with your customers like a true team member. Don’t forget, you can always come back and tweak settings as your business evolves.

Last Updated 23/05/2025

Want your AI to sound just right? Custom Instructions is where you give it the personal touch.

Tell it how to respond, what to say (or avoid), and how to handle certain situations.

These instructions take priority over your general business info, so they really shape how your AI connects with customers.

You’ve got about 2,024 characters to make your AI sound exactly how you want. Think of it as your chance to give it personality and smarts!

Use the Text Box provided to type specific instructions or restrictions for your AI.

💡Tip: The clearer your instructions, the smarter your AI becomes. Be specific so the AI knows exactly how to behave, it improves memory and execution.

📘 Related Resources

AI Knowledge Base and Training

Last Updated 23/05/2025

The Automations tab is where you can set up and manage the features that help Neexa run your sales operations on its own. It covers two core tools: the CRM and Database.

About Database
Through intelligent, natural conversations, the Data Collection feature allows your AI to gather key customer information, like emails, phone numbers, names, and more, while interacting in a human-like way.

📘 Related Resources

Data Collection and Database

About CRM
Neexa’s Autonomous CRM helps you stay on top of your sales pipeline by making smart decisions based on conversations. It knows when to follow up with a prospect, when to ask for your help, and when to close or mark a lead as lost, all without manual effort. That way, leads keep moving and your pipeline stays active, even when you’re not online.

📘 Related Resources

Autonomous CRM

Last Updated 23/05/2025

Stay instantly informed whenever a new inquiry starts, or when a dormant conversation picks back up after 24 hours. Neexa can send real-time WhatsApp alerts to keep you in the loop, even when you’re on the go.

Add a WhatsApp Contact

Verify Your Number

A Verify WhatsApp Number window will pop up.

You’ll see a pop-up confirming that the contact has been successfully added. Finally, click Save to apply your settings.

Once your number is verified and saved, Neexa will start sending real-time alerts to your WhatsApp whenever a new inquiry begins. It’s a simple way to stay responsive and connected, especially when you’re away from your dashboard.

Last Updated 23/05/2025

Bring your AI Assistant to life right on your website. By installing the Neexa widget, you can let your AI greet visitors, answer questions, and drive conversions, all from the moment they land on your page.

Whether you’re using WordPress or a custom HTML site, setup is quick and simple.

Step by step guide

Choose Your Installation Method

For WordPress Sites:

For HTML Websites:

Copy the code provided

Paste the code inside the <head> section of the HTML page(s) where you want the widget to appear.

Final Step: Test It Out

After installation, scroll to the bottom left corner and click Test Widget to make sure everything is working properly. You can copy and share the test link with your team members to also test.

Last Updated 30/06/2025

Let your AI Assistant connect directly with your inbox. By enabling email messaging, both you and your AI can receive and respond to customer inquiries sent via email, seamlessly and automatically.

Step by step guide

You’ll need to configure both incoming (IMAP) and outgoing (SMTP) mail settings. These are standard settings provided by your email provider.

You’ll see two integration options:

1. Microsoft – Use this if your email is hosted on Outlook or Microsoft 365.
2. Other – Use this if your email is hosted elsewhere (e.g., Gmail, custom domain, etc.).

When using “Microsoft” option

A new window will open asking you to sign in with your Microsoft account. Use the email account you want Neexa to send and receive emails from. Click Save

You can add multiple emails if you want to do so

Click Confirm to complete the setup, your email is now connected for both handling inquiries and launching outreach campaigns with Neexa.

When using “OTHER” option

💡Tip: You can usually find these settings by Googling “IMAP settings for [your email provider

Last Updated 23/05/2025

Bring your AI Assistant to life across Facebook and Instagram.

With Neexa, you can go beyond just your website, your AI Assistant can now engage with customers directly on Facebook Messenger and Instagram DMs. That means instant replies, smarter conversations, and no more missed messages in your DMs.

Whether you’re handling hundreds of daily inquiries or just starting to grow your brand online, connecting your social media accounts to Neexa is quick, easy, and powerful.

In this guide, we’ll walk you through the steps to:

• Connect your Facebook Page and enable Messenger automation
• Integrate Instagram DMs so your AI can respond to your followers on your behalf.

Integrating Facebook Messenger with Neexa

Connect Neexa to your Facebook Page to instantly receive and respond to Messenger messages,  just like a real human (but tireless).

Steps by step guide;

Go to your Unibox > click the settings icon next to your AI Agent .

Click the + Facebook Account button. A popup window will appear Click + Add Account .

Instructions in the popup:

a Facebook login window will open Log in and Authorize Neexa .

Facebook guide

A Facebook pop-up select the business portfolio to connect after choosing, click Continue .

Select the Facebook Page you want Neexa to access.

(Note: You must be the owner or have full admin rights for the Facebook Page in order to complete this step successfully)

You’ll also get an option to connect your Instagram (if it’s linked to the Facebook Page). You can skip this if you prefer.

Review the permissions click Save once confirmed, click Got it to finish setup.

The popup will close, and you can now manage Messenger chats via Neexa. You can add multiple Facebook Pages if needed. Click Confirm to save your settings

Done!

Your AI Assistant is now ready to respond to Instagram messages like a pro.

Last Updated 23/05/2025

Enable Instagram Messaging
Connect your Instagram account to Neexa and let your AI assistant handle customer DMs directly from your dashboard. Whether it’s product inquiries, event RSVPs, or support questions, Neexa can respond instantly, 24/7. With this integration, you streamline communication, save time, and ensure no message goes unanswered.

Steps to Connect:

Click the Add Account this will open a Facebook window with prompts to connect and authorize your account. Follow the steps to complete the integration.

What happens next

A Facebook pop-up will ask you to choose the Business Portfolio you’d like to connect to Neexa > After selecting, click Continue.

⚠️Important: You must be the owner or have full admin rights on the associated Facebook Business Suite to complete this step.

Choose the Page you want Neexa to access.

⚠️Important: The instagram account must be connected to the selected Facebook business page

Choose the Instagram Account you want Neexa to access.

The popup will close. Click “Confirm” to save your settings , your Instagram is now connected. You can repeat the process to add more accounts if needed.

Done!

Your AI Assistant is now ready to respond to Instagram messages like a pro.

WhatsApp is one of the most popular communication channels for businesses and with Neexa, you can handle WhatsApp conversations directly from your dashboard. Once integrated, your AI Assistant can chat with leads, follow up automatically, and even hand over chats to you when needed.

This guide walks you through the two available integration options and what to expect with each

Before you begin, make sure you have access to the WhatsApp number you want to use and you are an admin with full access to the Facebook business portfolio where the WhatsApp business manager is connected or going to be connected.

Go to your Neexa Dashboard click on the settings icon next to you AI Agent

Instructions

1. Click on “Add Account” below.
2. A popup will open to log in to your Facebook account and authorize Our App.
3. Select or configure a whatsapp business account you want to add to Neexa and follow instructions.
4. Click Confirm below to enable Neexa on the provided Whatsapp Business Account(s).

Option 1: Connect an Existing WhatsApp Business Number

This option allows you to continue using WhatsApp Business on your phone while also integrating it with Neexa’s cloud platform.

Benefits:

• You can still use the number on your phone as usual
• The AI agent responds via cloud, without interrupting local device use

Recommended for:
Users who want flexibility using both their phone and Neexa for customer conversations.

Steps for connecting using Existing WhatsApp Number

When connecting your Facebook account to Neexa, you’ll be asked to log in with an existing personal Facebook account. Use a trusted, active Facebook account to complete this setup successfully.

Fill in Your Business Information

When connecting your WhatsApp Business account to Neexa, you’ll be asked to select an existing business portfolio or create a new one. This portfolio is part of Meta’s Business Manager, it helps organize and manage your connected WhatsApp numbers, templates, and permissions.

What to Do:

• If you already have a business portfolio (from Facebook or previous integrations), you’ll see it listed, just select it.
• If you’re new, follow the prompts to create a new one. You’ll add basic details like your business name, Business Website or Profile Page

💡 This must be a real, working URL that represents your business.

This step ensures Neexa can properly link your WhatsApp number under a verified business account, allowing your AI agent to send, receive, and manage messages effectively.

Click on Connect Your Existing WhatsApp Business App You’ll be sharing access to your existing WhatsApp Business account, not replacing it.

This method allows you to benefit from Neexa’s AI automation while keeping your current WhatsApp app active on the phone as well.

Enter your WhatsApp Business phone number you will receive a message in your WhatsApp business number to “Connect to the Business Platform”

1. Look for a message from the official Facebook Business Account and tap Connect.
   If you don’t see that message, tap Menu or Settings, select Account, and select Business Platform.
2. Choose if you want to share your chat history
3. If that didn’t work, copy the access code from the screen and enter it when prompted.

Once you scan the QR code, your WhatsApp will be successfully connected to Neexa. From that point, your AI assistant can begin responding to customer messages automatically.

💡You can up to two WhatsApp business number per business.

Option 2: Connect a New WhatsApp Business Number (Cloud Only)

This option links a new number entirely to the cloud version of WhatsApp via Neexa. Once connected, this number cannot be used on a mobile device.

⚠️ Important: Once this number is connected to Neexa, it will only work through the Neexa platform, you won’t be able to use it on the WhatsApp mobile app. This option is ideal for countries where WhatsApp’s cloud and phone coexistence feature is not yet available.

Unsupported Countries Include;

• Australia
• Japan
• Nigeria
• Philippines
• Russia
• South Korea
• South Africa
• Turkey

Unsupported Regions or Kingdoms:

• European Economic Area (EEA)
• European Union (EU)
• United Kingdom (UK)

Recommended for:
Business that want to integrate WhatsApp but live in Countries or regions where WhatsApp cloud and phone co-existence is not yet fully supported.

Steps for connecting using New WhatsApp Number

When connecting your Facebook account to Neexa, you’ll be asked to log in with an existing personal Facebook account. Use a trusted, active Facebook account to complete this setup successfully.

Fill in Your Business Information

When connecting your WhatsApp Business account to Neexa, you’ll be asked to select an existing business portfolio or create a new one. This portfolio is part of Meta’s Business Manager, it helps organize and manage your connected WhatsApp numbers, templates, and permissions.

What to Do:

• If you already have a business portfolio (from Facebook or previous integrations), you’ll see it listed, just select it.
• If you’re new, follow the prompts to create a new one. You’ll add basic details like your business name, Business Website or Profile Page

💡 This must be a real, working URL that represents your business.

This step ensures Neexa can properly link your WhatsApp number under a verified business account, allowing your AI agent to send, receive, and manage messages effectively.

Click on start with a new WhatsApp phone Number Click Next

Create or select your WhatsApp Business account:
This WhatsApp Business account will be linked to your business portfolio. It acts as the official communication channel for your business on WhatsApp. If you already have a WhatsApp Business account, you can select it here. If not, you’ll need to create one.

Add your WhatsApp phone number and choose your verification method:
Enter the phone number you want to connect, then select how you’d like to receive your verification code, Text Message or a phone call. This is where we’ll send the code to confirm your number.

Enter the verification code you received click “Next” to complete this step.

You’re all set! Your WhatsApp is now connected to Neexa, and your AI assistant is ready to start responding to customer messages automatically.

💡You can up to two WhatsApp business number per business.

In Neexa, the AI Knowledge Base isn’t a separate feature or tool, it simply refers to all the information your AI learns from your business.

This “knowledge” comes from two key places:

1. Business Information
   Structured entries you create manually, things like your services, pricing, delivery process, return policy, etc. These are the facts your AI uses to answer common questions.
2. External Sources
   You can also train your AI by scrapping your website, uploading documents. Neexa extracts the information from these sources and adds them to what your AI knows.

It’s a term used to describe the collection of content your AI relies on to respond accurately.

If your AI gives a wrong or vague answer, it usually means the knowledge base (your training inputs) needs updating or expanding.

📘 Related Resources

How to Train Your AI

Last Updated 23/05/2025

To help Neexa respond accurately to your customers, you need to give it some basic information about your business, what you do, what you sell, and how you work. This helps your AI answer questions in a way that actually makes sense for your business.

You can share this information in a few different ways:

• Fill in some simple details manually
• Upload files like brochures or documents
• Add your website link so Neexa can fetch content from it

Why It’s Important:

The more Neexa knows about your business, the better it can assist customers, whether that’s explaining your services, answering product questions, or guiding users on what to do next.

Adding Information Through Your Website

Instead of typing everything manually, you can have Neexa automatically fetch details from your website.

You’ll see this message: “Your website is being fetched… this might take a few minutes. Please wait. You can close this modal and check back later.”

Once the fetching is complete, you can Select the pages click Start Learning . Your AI will begin learning from the selected pages.

Refresh your page to see the new entries from the website.

The fetched website pages will be automatically scrapped and filled into your business information. All information will be editable and updatable after scraping.

Adding Information Through Text Entry

Text entries are a simple way to tell Neexa about your business in your own words or to clarify something the AI is not getting well.

When to Use This:

• You want to provide more context that isn’t covered on your website.
• When you want to manually explain what your business does.
• You want to add specific product or service details that the AI can refer to.

Tip: The more clear and specific your entries, the smarter your AI becomes in customer conversations.

Adding Information Through Document Source

If you already have your business details stored in documents, like brochures, service catalogs, FAQs, or internal notes, Neexa can learn from them too. Just upload your files, and the AI will extract the relevant information to assist your customers more accurately.

Choose Your Files. Upload any files that contain useful information about your business. (Supported file types: .pdf, .txt, .xlsx (Excel) > Click Start Learning

Upload Guidelines

• Maximum file size: 10MB per file
• Maximum files per upload: 5

Once uploaded, Neexa will scan the documents, extract the text, and add it to your Business Information dashboard.

Edit Anytime
All uploaded content can be reviewed and edited to ensure accuracy. You can also update or remove any outdated info later.

📘 Related Resources

Editing/Deleting Existing Entries

Last Updated 23/05/2025

As your business evolves, so should the information your AI uses. Neexa allows you to easily update or remove any business information (also called entries) that you’ve added, whether it’s through text, website scraping, or uploaded documents.

Keeping your entries fresh ensures that Neexa always responds with accurate and relevant information during customer conversations.

To Edit;

Go to your Neexa Dashboard click Businesses click the Pen Icon on the entry you want to edit update the information click Save .

To Delete Single Entries

To Delete Multiple Entries At Once

To delete multiple entries in your Business Information, simply select the ones you want to remove by clicking on them individually. Once selected, use the bulk delete option to remove them all at once. This allows you to quickly clean up outdated or incorrect data without going through entries one by one. Just be sure to review your selections carefully, as deletions are permanent.

Tip: Review your entries regularly, especially after major business updates. Keeping them fresh ensures your AI stays aligned with what your business actually offers.

Last Updated 23/05/2025

When setting up your AI Assistant in Neexa, you’ll come across two powerful tools: Custom Instructions and Business Information. While both are designed to help your AI sound smarter and more aligned with your brand, they serve very different purposes.

Let’s break it down.

Custom Instructions: How Your AI Behaves

Think of Custom Instructions as the personality and behavior settings of your AI.

This is where you tell your AI how to act, what tone to use, how to greet customers, and even what not to say. These instructions shape the AI’s style, making it feel more human, more on-brand, and more relevant for your business.

Use Custom Instructions when:

• You want the AI to sound a certain way (formal, fun, simple, etc.).
• You need to control how it starts and ends conversations.
• You want to define what the AI should or shouldn’t talk about.
• You’re setting boundaries for safety, compliance, or tone.

It’s not about what the AI knows, it’s about how it responds.

Business Information: What Your AI Knows

This is the Knowledge Base of your AI. It contains everything your assistant needs to actually answer customer questions.

You feed it information about what you do, what you offer, how your services work, your pricing, policies, anything your customers might ask about.

You can add this information by:

• Typing in text entries
• Uploading brochures, FAQs, or service docs
• Letting Neexa fetch it directly from your website

Use Business Information when:

• You want your AI to explain your services accurately.
• You need it to answer product or pricing questions.
• You want to upload existing content like PDFs or guides.
• You need to ensure responses reflect your actual business operations.

How They Work Together

• Custom Instructions define how your AI talks.
• Business Information defines what your AI says.

For example, Business Info might include:

“We offer free shipping for orders over $50.”
And your Custom Instructions could ensure your AI says it like:
“Awesome news! 🎉 Shipping’s on us if you spend over $50!”

Together, they create a powerful, on-brand AI that knows what it’s talking about and sounds just like your team.

⚠️ Important: Instructions Always Come First

If there’s ever a conflict between Custom Instructions and Business Information, the AI will always prioritize Custom Instructions. This makes Custom Instructions your go-to tool for control, tone, and restrictions, especially when you want the AI to ignore or override certain facts.

Final Tip: Use Both for Best Results

Don’t pick one over the other. These two features are meant to work hand-in-hand. Custom Instructions help your AI behave the way you want, while Business Information gives it the right facts to work with.

Set both up correctly, and your AI Assistant will feel less like a bot, and more like your smartest, most reliable team member.

Last Updated 23/05/2025

Your AI Assistant isn’t a “set it and forget it” tool,  it’s a living, evolving part of your business. The more you interact with it, train it, and refine how it speaks, the better it becomes at handling your customer conversations like a pro.

In this guide, you’ll learn how to improve your AI’s responses over time to ensure it stays smart, relevant, and fully aligned with your business goals.

Why Refinement Matters

Even the best AI needs a little refining. Maybe it’s:

• Answering with too much detail (or not enough)
• Repeating things awkwardly
• Using a tone that doesn’t match your brand
• Giving outdated or inaccurate info
• Miss the nuance in a customer’s question
• Use phrasing that doesn’t match your brand voice

Where to Start: Reviewing Conversations

This is your window into what customers are actually experiencing and where the AI may need some extra coaching.

How to Refine Responses (3 Simple Ways)

1. Edit Business Info Entries

If your AI gives an outdated or incorrect response, the first place to check is your “Business Information“.

To edit:

Tip: If it’s completely irrelevant, use the three dots (⋮) to delete it.

2. Tweak Custom Instructions

If the AI sounds too robotic, too casual, or is talking about topics it shouldn’t adjust the Custom Instructions.

To edit:

Remember: The AI prioritizes Custom Instructions over Business Info. So if something sounds off, start here.

3. Upload Updated Information

If your AI lacks context or misses key info, consider uploading:

• Updated brochures
• Re-scrapping the website
• Entering updated manually
  

To upload:

⚠️ Important: When you upload new files or re-scrape your website, always review and delete older or similar entries that might contradict the new information.

Your AI considers all content in the Business Info section, so if two versions of the same topic exist, it might confuse your assistant and lead to inconsistent answers.

📘 Related Resources

How to Train your AI

4. Enable Web Intelligence

This feature allows your AI agent to interpret and respond based on the content of the web page your customer is currently viewing. For example:

• A user browsing your pricing page can ask, “What’s the pricing for the premium plan?”
• The AI will analyze the page content and provide a relevant answer, in real time.

Pro Tip: Test Before Customers Do

After making edits, use the Test AI feature in your dashboard. It lets you preview how your assistant will respond no need to wait for a real customer.

Ask the AI different versions of a question:

• “What’s your return policy?”
• “Can I get a refund?”
• “Do you do exchanges?”
  

This helps you see if the AI is consistent and aligned with your brand tone and facts.

Make It a Habit

Great AI doesn’t happen in a day. Keep your assistant sharp by:

• Reviewing chat history weekly
• Refreshing business info monthly (especially after major changes)
• Updating tone or personality seasonally or during campaigns
  

The more you refine, the smarter your AI becomes and the better experience your customers get.

Still Not Responding Right?

If you’ve refined everything and the AI is still missing the mark, reach out to our support team at support@neexa.co we’re happy to help troubleshoot or advise on best practices.

Final Tips

• Be specific. The clearer your inputs, the smarter your AI gets.
• Prioritize quality over quantity. A few well-written snippets are better than a data dump.
• Involve your team. Customer support, sales, and ops folks often spot gaps you won’t.
• Don’t be afraid to experiment. Try new instructions, tweak tones, and test different knowledge formats.

Last Updated 23/05/2025

Keeping track of every lead manually is hard especially when your business is growing fast. That’s where Neexa’s Autonomous CRM comes in.

It’s a built-in system that automatically tracks your leads, follows up with them, and updates their status based on how conversations go. No need for separate CRM tools or manual data entry.

Neexa’s AI takes care of the busywork, so you never miss a sales opportunity, forget to follow up, or lose track of who’s ready to buy.

What does it actually do?

Neexa’s CRM is always working behind the scenes to organize your pipeline. Here’s what it handles:

1. Understands Where Each Inquiry Stands

After every conversation, Neexa’s AI reviews and analyzes the messages and classifies the inquiries into one of three stages:

• Ready to buy
• Needs nurturing
• Not interested (for now)

This analysis helps Neexa decide what to do next with the lead, whether that’s sending a follow-up, pausing for now, or asking your team to jump in.

2. Follows Up Automatically

Neexa doesn’t just tag potential customers, it acts on them. For potential customers that aren’t ready yet, it creates timely, personalized follow-ups based on how the customer behaved. That could include:

• A reminder with more information
• A check-in after a few days of silence
• A final nudge if the customer hasn’t responded

No setup require, Neexa does this on its own.

3. Requests Human Help When Needed

If the AI believes the lead needs a personal touch — maybe they asked for something sensitive or said they’re ready to pay — Neexa will:

• Flag the lead
• Pause AI responses
• Notify your team for intervention

It explains why it flagged the lead, so your team has context when jumping in.

4. Keeps Track of Everything in the CRM Dashboard

The CRM Dashboard is your control center. For every lead, it shows:

• Status (e.g. Following, Request Human Takeover, Won, Lost)
• Tag (The conversation number)
• Title (like “Pricing Inquiry” or “Product Support”)
• Description (summary of the interaction)
• Reminder (when the AI will follow up next)
• Opportunity (a log of the follow ups Neexa has done and why)

When you click on each log, you can review the AI’s logic, read the messages it sent, and decide if you want to step in manually.

5. Manages Your Pipeline End-to-End

From the first message to the final decision, the CRM keeps your pipeline clean and active. It can:

• Automatically close deals
• Re-engage cold leads
• Escalate when human help is needed
• Mark leads as lost if they’ve gone cold

You don’t need to manually move deals around or write follow-up emails. It’s all handled.

Why This Matters

Without this, you’d need:

• A sales CRM tool
• A calendar reminder system
• A person tracking follow-ups every day

With Neexa’s Autonomous CRM, that’s all built in and fully automated. You can just check the dashboard to know where every deal stands.

Last Updated 23/05/2025

Before Neexa can start tracking, organizing, and following up with leads automatically, you need to enable the Autonomous CRM from your dashboard.
This guide will walk you through each step to get it up and running.

Steps to Enable the Autonomous CRM

Go to your Unibox > Click the settings icon.

Click Automations CRM on the left panel Click Enable Follow Up .

This will enable your AI Assistant to automatically analyze conversations, determine which ones need to be followed up, and go ahead to automatically create follow up items.

Set the maximum number of follow-up attempts your AI should make.

This controls how persistent the AI is with leads. A setting of 1–2 attempts is recommended to avoid overwhelming customers and to conserve your credit usage. You can adjust this anytime based on your strategy.

Choose the goal for follow-ups: You can pick one of two options:

Customer Support – if your focus is on resolving queries, providing help, and improving response times

Sales Conversion – if you want the AI to focus on closing leads and moving them through the pipeline.

Add additional context to optimize results and guide your AI (Optional) > Click Save to confirm.

Example; Do not follow up with people who are looking for Jobs. Never follow up with existing students who want support, unless they are asking about joining another program, Fees or other inquiries that look like good sales opportunities.

What Happens After It’s Enabled

Once enabled, the Autonomous CRM will begin working in the background:

• It tracks all conversations and detects customer intent (converting, unsure, not interested).
• Based on that, Neexa will automatically follow up, send reminders, or request human takeover when needed.
• You’ll see all status updates, tags, goals, and follow-up messages inside the CRM Dashboard

⚠️ Note

You can turn the CRM off at any time by going back to the same CRM tab and toggle Enable Follow Up.
This won’t delete past data, it just pauses new tracking and follow-ups.

Last Updated 23/05/2025

Neexa’s Autonomous CRM is designed to take the manual effort out of lead management. Below are answers to some of the most common questions users have.

1. What is Neexa’s Autonomous CRM?

Neexa’s CRM is a built-in system that automatically manages, follows up with, and updates the status of leads based on how conversations progress. It works seamlessly in the background, so you don’t have to.

2. How does the CRM track leads?

Leads are tracked through any connected conversation channel (chat widget, WhatsApp, Instagram, etc.). The AI captures details, assigns a lead stage, and keeps updating it over time.

These change automatically as the conversation evolves.

3. Can I manually change a lead’s status?

No. The AI determines lead status based on real-time conversation flow and engagement. However, you can shape the AI’s decisions with better training and context when setting up and enabling the autonomous CRM via its instructions .

4. How many follow-ups will Neexa send?

You can set this number in your Autonomous CRM settings. We recommend 1–2 follow-ups to avoid customer fatigue and reduce unnecessary credit usage.

5. Where can I find CRM-related activity in the dashboard?

Go to your Neexa Dashboard > Click on the CRM tab. There you’ll see all active leads, their current statuses, and any scheduled follow-ups.

6. Can I see how follow-up decisions are made?

Yes. Click on a lead message to expand view:

• Why a follow-up was scheduled
• What the AI will say
• When the next message will be sent

This gives you full visibility into your follow-up workflow.

7. Does the CRM follow up across all messaging platforms?

Yes, as long as the contact was captured from a connected channel, follow-up messages will go through that platform (e.g., WhatsApp, Messenger, email).

8. What’s the main benefit of using the CRM?

It saves you time. You no longer need to manually track conversations, set reminders, or update statuses. Everything is automated, making lead management smoother, faster, and more scalable.

Last Updated 23/05/2025

The Database in your Neexa dashboard is your central hub for every contact your AI agents have ever collected, no matter where they came from. Whether someone reached out through your website, on Instagram, replied to an email, or chatted via WhatsApp, their details land here automatically when enabled.

This section explains what the Database is, what kind of information you’ll find inside, and how it helps you keep track of your customer base with zero manual effort.

What the Database Tracks

The Database isn’t just a list of names, it’s a living, organized system that helps you understand your audience and follow up smarter.

Here’s what it includes:

1. Total Contacts Collected: See the full count of leads and customers captured through your AI over time.
2. Monthly Contact Breakdown: Track how many new contacts were added each month. This helps you see patterns and growth over time.
3. Source of Each Contact: Neexa automatically tags where each contact came from, including:

• Website chat widget
• Instagram DMs
• Facebook Messenger
• Email
• WhatsApp

This helps you understand which channels are performing best.

4. Contact Details:

Each entry includes;

• Name (if shared)
• Contacts (phone, email,)
• Source (Website, E-mail, WhatsApp, Facebook, Instagram)
• Date added

5. Conversation Context

You can also view the conversation history that led to that contact being saved.

Why This Matters

Neexa’s Database removes the need to manually collect, organize, and sort contacts. Every conversation that matters is:

• Stored automatically
• Linked to real behavior (not just a form submission)
• Easy to review and act on

This gives your team a complete view of who’s engaging with your business, across all platforms.

Think of the Database as your real-time address book, updated by your AI 24/7. It’s not static, it grows and connects with your CRM to effortlessly follow up with potential customers.

Last Updated 23/05/2025

Before Neexa can start building your contact Database, data collection needs to be enabled. This allows your AI agent to automatically capture and store lead information from conversations across your connected channels — like your website, Instagram, email, or WhatsApp.

This article walks you through exactly how to enable data collection in just a few steps.

Turning On Data Collection

Set a Condition

Decide when the AI should start collecting user data. You can choose between:

• User Message Count – e.g., after the user has sent 3 messages
• AI Response Count – e.g., after the AI has replied 2 times

Set the condition value (the exact number that triggers data collection).

Choose Data Collection Style

• Data First – The AI collects the required information before continuing the conversation.
• Smart Assist – The AI responds helpfully while collecting the data during the conversation.

Customize What Data Is Collected

Tell the AI what kind of customer data you want to collect.

• Phone Number
• Email
• Address
• Text ( i.e. name, business, country etc.)
• Numeric
• Date
• Select (Create your own options from a dropdown)

Understanding Each Field Setting in Data Collection

When setting up custom fields for your AI to collect (like Name, Email, Phone Number, etc.), you’ll see three options: Description, Validation, and Required.

Here’s what each one means and how to use it effectively:

Description

This is a short note to help you (and your team) understand what the field is meant to collect.

For example:

• If the field is “Name,” the description might be: “This is the user’s name”
• For “Email,” the description could be: “This is the User’s E-mail.”

Validation

This tells the AI what kind of input is acceptable. In other words, it helps the AI know whether the user gave a valid response or not.

Examples:

• For an email field, the validation should check if the input looks like a real email (e.g., someone@example.com)
• For a phone number, it might check for correct number length or digits only

⚠️ Without validation, the AI may accept incorrect or incomplete responses (like “yes” as an email).

Required

This setting decides whether the field is mandatory or optional.

• If Required is ON ✅:
  The AI will insist on collecting that field before continuing the conversation.
• If Required is OFF ❌:
  The AI will ask for the field, but it won’t push or follow up if the user skips it.

Use it wisely

Pro Tip:

Keep the conversation smooth. Only mark what you really need as required, so the AI doesn’t come across as pushy or repetitive.

Click Save to save settings

That’s it! Your AI agent will now begin collecting contact data from all qualifying conversations.

How It Works Behind the Scenes

Once enabled:

• Neexa will detect when a user shares contact information in a chat.
• That data is automatically stored in your Database, along with the conversation context and source.
• You can monitor, filter, or export these entries anytime.

⚠️ Important Note

If data collection is disabled, your AI will still chat with users, but none of their contact information will be saved for future follow-up or analysis.

Make sure it’s turned on if you want your CRM and follow-ups to work correctly.

📘 Related Resources

What is Autonomous CRM?

Last Updated 23/05/2025

When setting up conversational data collection, Neexa gives you two ways your AI agent can gather information from customers: Data First and Smart Assist. Both are designed to collect important user details like names, emails, and phone numbers, but they work differently depending on how you want the conversation to flow.

This article explains what each option means, and how to choose the right one based on your business goals.

What is Data First?

In Data First mode, the priority is collecting customer information before the AI provides answers or help. This is useful when your main goal is to capture leads or collect specific data like names, emails, or phone numbers etc upfront.

When to Use:

• You want to build your contact list.
• You prefer qualifying leads before engaging further.
• You want your AI to collect structured data before offering detailed support.

What It Feels Like to the User:

The AI will ask for key details first (e.g., “Can I have your name and email?”) before answering deeper questions.

What is Smart Assist?

In AI Assist mode, the AI jumps straight into helping the customer. It prioritizes providing answers, solving problems, or guiding the user through a conversation and then asks for info if needed.

When to Use:

• You want to support customers quickly.
• You want the AI to feel like a smart assistant not a lead magnet.
• Your product or service is complex and needs explanation before asking for contact info.

What It Feels Like to the User:

The AI is ready to help instantly, answering questions or offering solutions. It asks for contact info during the conversation but will not insist if the customer does not provide it.

So Which One Should I Choose?

You can always switch between the two depending on your goals or campaign.

📘 Related Resources

How To Set Data First or Smart Assist

Last Updated 23/05/2025

When using Neexa’s AI to interact with your customers, you can choose how it collects conversational data. Neexa offers two data collection styles, Data First and Smart Assist, that control when and how your AI gathers important user information during chats.

Go to Your Neexa Dashboard  Click Settings Icon next to you AI agent

Set a Condition

Decide when the AI should start gathering user data during a conversation. You can select one of two triggers:

• User Message Count – Data collection starts after the user has sent a set number of messages e.g., after the user has sent 3 messages
• AI Response Count – Data collection starts after the AI has sent a set number of replies e.g., after the AI has replied 2 times

Then, set the condition value (the exact number that triggers data collection, for example, collect data after 3 user messages or 2 AI responses)

Choose Data Collection Style

Data First 

• The AI collects all required information before continuing the conversation.
• This means the AI will focus on gathering data like contact info, preferences, or other key details upfront.
• Use this style if capturing complete user data early is critical to your workflow or sales process.

Smart Assist 

• The AI responds helpfully while collecting the data during the conversation.
• This style blends helpful responses with data collection, creating a smoother and less intrusive chat experience.
• Use this option if maintaining conversational flow and customer engagement is your priority.

Once you’ve selected the trigger and data collection style, click Save to activate your choices.

Final Tip:

Both options work well, it just depends on what matters most first: the data or the conversation. Pick the one that matches your strategy.

📘 Related Resources

Data First vs. Smart Assist: What’s the Difference?

Last Updated 23/05/2025

The Database inside your Neexa dashboard is your command center for managing all leads collected by your AI Agent. Whether the lead came from your website, social media, email, or WhatsApp, it all lands here automatically.

In this article, you’ll learn:

• Where to find your collected contact data
• How to switch between Table View and Grid View
• How to understand the source of each lead

Where to Find Collected Data

What You’ll Find in the Database

Total Contacts: Shows the total number of people your AI has captured data from.

Monthly Breakdown: See how many contacts were collected this month and compare it to previous months.

Lead Source: Find out exactly where each contact came from:

Contact Details: Includes (Name, Email, Phone Number or any other data based on your data collection settings)

Full Conversation History: You can open the original conversation linked to each contact, useful for understanding their needs, concerns, and interests. Simply click on the 3 dots in actions to view conversation.

Table View vs Grid View

The Neexa Database offers two viewing options to suit your workflow: Table View and Grid View.

Table View

A spreadsheet-style format best for:

• Quickly scanning rows of contact info
• Managing large volumes of data efficiently

Each row is one contact, and columns show their details (Source, name, email, etc.).

Grid View

A card-style layout that works well if:

• Getting a snapshot of each contact’s details
• Browsing through fewer contacts with more detail

Each contact appears in its own “card”

How to Switch Views:

Go to your Neexa Dashboard Click Database Click Icons at the top-right corner to select Table View or Grid View

Choose the layout that makes it easiest for you to navigate and act on your contact data.

Understanding Lead Sources

Knowing where your leads are coming from helps you focus your marketing and sales efforts.

Examples:

• Website — Contact initiated through your web chat
• WhatsApp — User messaged your WhatsApp-connected AI
• Instagram — Lead came from a DM or IG story reply
• Facebook — Lead came from user who inboxed you on Facebook
• Email — They emailed your AI or filled out an email form

Why It’s Useful:

• Track which platforms drive the most conversions
• Personalize outreach based on where the lead came from
• Export the data to run targeted ad campaigns later, especially useful for:
  • Retargeting people who didn’t convert
  • Re-engaging warm leads with a new offer

📘 Related Resources

How to Export Your Chats and Data into Excel

Last Updated 23/05/2025

Need to move your contact data outside Neexa? You can easily export it to a file format for use in spreadsheets.

To Export Contacts:

You’ll get two options:

• Export with chat – includes full chat history with the data

✅ Best for: Reviewing conversations or handing off leads to human agents with full context.

• Export data only – exports only the data

✅ Best for: Uploading into other CRMs, email tools, or doing bulk data analysis in Excel or Google Sheets.

Your data will download as an Excel (.xlsx) file

📘 Related Resources

Where to Find Collected Data in Your Dashboard

Last Updated 23/05/2025

Outreach is Neexa’s built-in feature for sending email campaigns to your contacts. It’s perfect for follow-ups, promotional emails, announcements and any other kind of outreach you want to automate or send manually.

It supports:

• Bulk contact uploads
• Manual contact entry
• AI-written personalized messages
• Manual message composition
• Contact list creation and management

What You Need Before Using Outreach

Before launching any email campaign, make sure that:

• You have enabled the Email Messaging feature.
  → Go to Deploy Settings in your dashboard and turn it on.

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Neexa E-mail Integration

You have a contact list ready, either by uploading one or adding contacts manually.

What Can You Do with Outreach?

With Outreach, you can:

• Send bulk emails to a targeted contact list
• Use Neexa’s AI to generate customized messages for each customer
• Add instructions to help the AI write more accurate, relevant messages
• Track and manage your campaigns from one place

How Outreach Fits into the Neexa Flow

Outreach works seamlessly with your Database. Every contact generated by your AI agents, whether from WhatsApp, Instagram, Email, or Website, can be added into a list and used for outreach.

It’s especially useful for:

• Running targeted email campaigns
• Sending updates or announcements or promotional messages

Last Updated 23/05/2025

Email campaigns in Neexa help you reach out to customers directly from your dashboard. Whether you’re sharing offers, re-engaging past buyers, or sending helpful reminders, here’s how to launch your first campaign step-by-step.

Step-by-Step: Launching an Email Campaign

Go to your Neexa Dashboard Click Outreach Click + Campaign to create a new email campaign .

In the New Email Campaign form:

• Enter a Campaign Name
• Click Continue

Click Add Contact List Then click + New Contact List or Existing list to create one if it hasn’t been uploaded yet.
(If you already have a list, just select it and skip to Step 5.)

Need help creating your contact list?

📘 Related Resources

Adding Contacts To Your List

After uploading your contact list, make sure to select “Email” in the Email Address field. This tells Neexa exactly which column contains the email addresses to send your campaign to. If this step is skipped or mapped incorrectly, your emails might not be delivered, so it’s important to double-check that the right column is selected.

Choose How You Want to Compose Your Email

When sending email campaigns in Neexa, you have two options for composing your messages: AI Compose and Manual Compose. Both allow you to personalize messages using your contact data, but how they handle that data quite different.

Understanding the difference will help you decide which one to use, depending on your goals and how much flexibility you want in the tone and structure of your message.

Compose with AI

AI Compose uses Neexa’s intelligence to rewrite and adapt your message based on the data you provide. It doesn’t just insert the raw information, it interprets the data and adjusts tone, language, and phrasing accordingly.

Example:

If a contact purchased on October 25th 2024, the AI might say: “Thanks for your purchase last year!”

It understands context, like dates, timeframes, tone, and even sentiment, to make your message sound more natural and human. It can also change tone, add empathy, or restructure a sentence based on the instructions you give it in the instructions.

Tip: The clearer your instructions, the better your message.

How to Give the AI Clear Instructions

When you choose “Compose with AI”, you’ll see a space labeled “Context and Instructions.”
This is where you explain the goal of your campaign and provide any important details the AI should know when writing messages for each contact.

Example Instruction;

“The contacts above are customers who enrolled for a short training in March 2024 .
Create an email that tells them about our Black Friday offers, and encourage them to visit our website.
Use a friendly, excited tone and include the enrollment time without necessarily mentioning dates
Mention they can use the promo code BLKFDY20 to get 20% off in a training ”

What the AI Will Do with This:

• Mention past customer status (e.g., “Thanks for your participation last year!”)
• Highlight Black Friday offers
• Include a CTA to visit your website
• Automatically insert the promo code
• Adjust message tone to match “friendly and excited”
• Personalize with contact names where possible

Tip: If you want the message to refer to specific products or links, make sure they are either added to your Business Info or written directly into your instructions.

Preview Message

After entering your instructions and context, click Preview Sample to see how the AI will generate your email using the provided data.

Note: AI Compose uses more credits than Manual Compose since each message is uniquely generated

Once you click “Publish”, your campaign goes live , you can now view its status directly within the Campaigns tab.