What is the Unibox?

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.