Ecommerce businesses running phone-based customer service have their call data completely separated from their messaging, orders, and CRM. Nexus integrates with Issabel PBX to bring click-to-call, call recording sync, and CDR data into the same platform as your WhatsApp inbox, orders, and CRM.
Ecommerce businesses running phone-based customer service have their call data completely separated from their messaging, orders, and CRM. Agents switch between PBX dashboards and CRM tabs, managers have no visibility across channels, and call recordings are siloed in a separate system.
Siloed call data
Calls live in the PBX, messages in WhatsApp, and orders in Shopify. No system gives agents or managers a unified view of a customer's full interaction history.
No click-to-call
Agents manually dial customers instead of clicking from the customer record. Every call wastes time and creates logging errors when calls aren't recorded against the right contact.
Invisible call performance
Managers can't see call outcomes alongside CS metrics. Phone and digital channels are reported separately, making it impossible to evaluate total team performance.
How Nexus Solves It
Nexus integrates with Issabel PBX to bring click-to-call, call recording sync, and CDR data into the same platform as your WhatsApp inbox, orders, and CRM — giving every agent and manager a complete picture of every customer interaction.
Issabel PBX integration
Calls are routed through and recorded by your Issabel system, then synced into Nexus automatically. No manual call logging and no separate PBX dashboard for agents to monitor.
Click-to-call from CRM
Agents dial any customer directly from their Nexus profile with a single click. The call routes through Issabel and is logged against the customer's record the moment it ends.
CDR in customer profiles
Every call is logged against the customer's record alongside messages and orders. Agents see the complete interaction history — phone, WhatsApp, Instagram — in one timeline.
Key Features
Issabel PBX integration with automatic call routing and recording sync
Click-to-call from any customer profile, contact, or conversation in Nexus
Call recording sync into the customer's interaction timeline in Nexus
CDR (call detail records) linked to contact profiles alongside messages and order events
Extension management for multi-agent call center environments
Call history in the customer 360 view alongside WhatsApp, order, and return data
Agent call performance metrics including volume, duration, and outcome tracking
Combined call and messaging dashboards for unified team performance reporting
Frequently Asked Questions
Which PBX systems does Nexus integrate with?
Nexus currently integrates with Issabel PBX. Issabel is widely used in MENA and Egypt for ecommerce and retail operations. Support for additional PBX systems is on the roadmap.
Can agents make calls directly from a customer's profile in Nexus?
Yes. Click-to-call allows agents to initiate a call to any customer directly from their Nexus profile. The call routes through your Issabel PBX system and is logged automatically against the customer's record.
Are call recordings stored in Nexus?
Call recordings are captured by your Issabel PBX system and synced into Nexus. They appear in the customer's interaction timeline alongside WhatsApp messages, order events, and other touchpoints.
Can managers see call performance data alongside messaging metrics?
Yes. The combined dashboard in Nexus shows call volume, duration, and outcome data alongside messaging SLAs and response times. This gives managers a unified view of team performance across phone and digital channels.
Is VoIP/PBX integration available on all Nexus plans?
VoIP and PBX integration is available on the Growth plan and above. The Scale plan includes advanced call analytics and recording access for compliance review.
Unify your phone and messaging operations into one platform.
Stop treating phone calls as a separate system. Bring your Issabel PBX into Nexus and give every agent and manager a complete view of every customer interaction — calls, messages, and orders in one timeline.