Ecommerce customer service teams juggle 4–6 separate messaging apps simultaneously. Messages get missed, context is lost between channels, and agents can't prioritize effectively when everything looks equally urgent. Nexus brings every channel into one intelligent inbox.
Ecommerce customer service teams juggle 4–6 separate messaging apps simultaneously. Messages get missed, context is lost between channels, and agents can't prioritize effectively when everything looks equally urgent.
Channel fragmentation
Agents switch between WhatsApp, Instagram, Facebook, and email constantly — losing focus and dropping conversations between apps.
Lost context
There's no connection between a customer's Facebook message and their WhatsApp complaint last week. Every conversation starts from scratch.
No prioritization
All messages look the same regardless of urgency. Critical issues sit buried under routine inquiries with no way to surface what truly needs immediate attention.
How Nexus Solves It
Nexus unifies all inbound messages into a single queue — with customer context, AI priority tags, SLA timers, and team routing. Agents work one queue, not six apps.
Single queue
WhatsApp, Instagram, Facebook, and email all flow into one unified inbox. Agents stop switching apps and start resolving conversations.
Customer context
Every conversation shows the full customer profile, order history, and past messages — regardless of which channel the customer used before.
AI prioritization
Urgency and intent tags automatically surface the messages that need immediate attention, so critical issues never stay buried.
Key Features
WhatsApp Business API inbox with full message history and media support
Facebook Messenger inbox with page-level routing and agent assignment
Instagram DM inbox connected to your business account
Email inbox with thread management and fast-reply templates
Unified customer profile across all channels with order history
AI urgency and intent tags to surface high-priority messages automatically
SLA timers and automatic assignment routing to prevent message aging
Fast-reply template library for common responses in Arabic and English
Internal notes and handoffs so agents can collaborate without leaving the inbox
Full Arabic and English language support across all channels
Frequently Asked Questions
Which messaging channels does Nexus support?
Nexus supports WhatsApp Business API, Facebook Messenger, Instagram Direct Messages, and email in a unified inbox. All conversations are linked to customer profiles regardless of which channel they come through.
Can agents be assigned to specific channels or queues?
Yes. You can set up routing rules so specific agents or teams handle specific channels. You can also create shared queues where any available agent picks up the next message.
Does Nexus show the full conversation history when a customer switches channels?
Yes. If a customer messaged you on WhatsApp last week and contacts you on Instagram today, Nexus links both conversations to the same customer profile. The agent sees the complete history across channels in one sidebar.
How does Nexus handle high message volume during peak periods?
Nexus uses SLA timers and AI urgency tags to surface the most time-sensitive messages first. You can also set up automation rules that send acknowledgment messages automatically so customers know their message was received, even during peak load.
Is there a mobile app for agents?
Nexus is a web application accessible from any browser. The interface is responsive and usable on mobile browsers. A dedicated mobile app is on the roadmap.
One inbox for every channel your customers already use.
Stop switching between apps. Start resolving conversations faster — with full context, AI prioritization, and every channel in one place.