FAQs – The Unibox

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.