Question 1

How long does setup take?

Accepted Answer

Most teams are live within 5 minutes. Connect your WhatsApp Business number, invite your team, and start receiving messages. AI agent setup takes another 10 minutes.

Question 2

Can I use my existing WhatsApp number?

Accepted Answer

Yes. If your number is on the WhatsApp Business Platform (Cloud API), you can connect it directly. If it is on the regular WhatsApp app, we help you migrate it to the Cloud API — the process takes about 10 minutes.

Question 3

Is there an Android app?

Accepted Answer

Yes. Nexus Connect has a native Android app with FCM push notifications and real-time Firestore sync. Your team can handle conversations on mobile with the same features as the web app.

Question 4

What onboarding support is included?

Accepted Answer

Every plan includes founder-led onboarding — we help you connect your channels, set up AI agents, configure automations, and train your team. No extra cost.

Question 5

What can the AI actually automate?

Accepted Answer

FAQ responses, order status lookups, appointment bookings, payment link generation, lead qualification, complaint routing, product recommendations, web browsing, and follow-up reminders. The AI uses 17 built-in tools and your custom knowledge base.

Question 6

How does human takeover work?

Accepted Answer

AI agents include a confidence threshold. When confidence drops below the threshold, the conversation is automatically transferred to a human agent with a full context summary. Agents can also manually take over at any time with one click.

Question 7

Which AI models does Nexus use?

Accepted Answer

Nexus Connect orchestrates Claude (Anthropic) and GPT-4 (OpenAI). The system dynamically picks the best model per query based on complexity and context. You can configure model preferences per AI agent.

Question 8

Can I customize the AI's behavior?

Accepted Answer

Yes. Each AI agent has a customizable persona (name, tone, personality), versioned behavioral rules, on-demand skills (lazy-loaded playbooks), and a knowledge base. Rules and skills support publish, rollback, and quality scoring.

Question 9

How does pricing work?

Accepted Answer

Nexus Connect has a subscription fee (per plan tier) plus WhatsApp conversation costs (passed through from Meta at cost). AI usage is included in your plan's token quota. Content Studio is an optional add-on.

Question 10

Is there a free trial?

Accepted Answer

Yes — 60 days, no credit card required. You get full access to all features in your plan tier during the trial. Upgrade, downgrade, or cancel anytime.

Question 11

How are campaigns billed?

Accepted Answer

Campaign sends use WhatsApp conversation credits — the same Meta pricing as any template message. There is no additional Nexus Connect fee for campaigns beyond your plan subscription.

Question 12

Is Nexus Connect GDPR compliant?

Accepted Answer

Yes. We provide PII scanning, data retention policies, Subject Access Request exports, and cascade delete across all collections. PII is anonymized before AI processing — personal data never reaches the language model.

Question 13

How is data encrypted?

Accepted Answer

All sensitive credentials are encrypted at rest using AES-256-GCM. Data in transit uses TLS 1.3. Per-tenant encryption keys ensure no shared secrets between tenants.

Question 14

What access control is available?

Accepted Answer

4 roles (Admin, Manager, Agent, Viewer) with 35 granular permissions. Admins control who can send messages, manage AI agents, view analytics, access GDPR tools, and more.

Question 15

Is there an API?

Accepted Answer

Yes — Nexus Connect V1 REST API covers messages (send text, media, templates), contacts (CRUD), webhooks (subscribe + HMAC-signed delivery), and scheduled messages. API keys are created in the dashboard.

Question 16

Can I embed a chat widget on my website?

Accepted Answer

Yes. The embeddable Web Chat Widget is a single script tag — it creates a persistent chat session linked to your Nexus Connect inbox. No iframes, no third-party dependencies.

Question 17

Does Nexus Connect support webhooks?

Accepted Answer

Yes. HMAC-SHA256 signed webhooks for 4 event types: message.received, message.status, conversation.ended, and contact.updated. Retry with exponential backoff on delivery failure.

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