FAQ & Troubleshooting

Getting Started

Q: How do I create an account?

A: Visit nexus.jack-ai.net and click "Sign Up". Enter your email, create a password, and provide your organization name. Your account and organization are created automatically. You'll receive a confirmation email — click the link to activate your account.

Q: Can I change my organization subdomain after registration?

A: Yes. Go to Settings → Organization and update your subdomain. Your login URL will change to the new subdomain immediately.

Q: How do I switch between English and Arabic?

A: Click the language toggle in the top navigation bar (globe icon), or go to Settings → Profile and select your preferred language. This only affects your interface; other team members keep their own language settings.

Q: Can I invite team members right after signing up?

A: Yes. Go to Settings → Team and click Invite Member. Enter their email, select a role, and send the invitation. They'll receive an email with a 7-day invitation link.

Q: What's the difference between organizations and portals?

A: Organizations are your entire company account in Nexus. Portals are optional sub-workspaces within your organization — like departments or teams. You can have one organization with multiple portals (Sales, Support, etc.). All team members belong to the organization, but only some may be members of specific portals.

Channels & Integrations

Q: Which messaging platforms does Nexus support?

A: Nexus integrates with WhatsApp (Cloud API and WhatsApp Direct), Facebook Messenger, Instagram DMs, and custom Webchat. See Connecting Channels for setup instructions.

Q: Why can't I reply to a WhatsApp conversation?

A: WhatsApp enforces a 24-hour messaging window from when the customer's last message arrived. Once the window closes, you can only send pre-approved message templates. See Connecting Channels — 24-Hour Messaging Window for the complete guide.

Q: What happens if the messaging window expires and the customer doesn't have a phone number?

A: You'll need to wait for the customer to message you again to re-open the window. Consider enabling phone collection so the AI asks for the customer's phone early in the conversation — this lets you follow up via other channels if needed.

Q: What's the difference between WhatsApp Cloud API and WhatsApp Direct?

A: WhatsApp Cloud API (official):

• Official Meta API
• Requires Meta business verification
• Supports pre-approved message templates
• Enforces 24-hour messaging window
• More reliable but requires more setup
• Best for businesses with formal WhatsApp accounts

WhatsApp Direct (unofficial):

• Our simplified unofficial WhatsApp service
• Easier to set up (no verification needed)
• No template restrictions — reply freely anytime
• No 24-hour window enforcement
• Works well for testing or smaller operations
• Reply input stays unlocked always

Choose based on your business needs and verification status.

Q: My integration shows "Error" status — what do I do?

A: Click on the integration to see the error details. Common causes:

• Expired API token: Refresh your token from the platform's dashboard and update it in Nexus
• Invalid credentials: Double-check your API key, phone number ID, or access token
• Webhook not reachable: Ensure your firewall allows incoming webhooks and the integration webhook URL is correct
• Channel limits exceeded: Some platforms limit concurrent integrations; remove old ones if needed

Click "Retry" or re-enter your credentials, then click "Activate" to reconnect.

Q: Can I use multiple WhatsApp numbers?

A: Yes. Create a separate integration for each WhatsApp number. Each integration has its own settings, AI assistant, and conversation thread. Customers messaging different numbers will be tracked as separate leads (unless they share the same phone number profile).

Q: How long does it take for an integration to connect?

A: Most integrations connect immediately after you save credentials. WhatsApp Cloud API may take up to 10 minutes to activate the webhook. If your integration stays in "Connecting" state, check that:

• Your credentials are correct
• Your API token hasn't expired
• Your webhook URL is reachable from the internet

AI & Knowledge Base

Q: How do I improve AI responses?

A: There are three ways:

1. Update your system prompt: Go to Settings → AI Configuration → System Prompt. Be specific about your assistant's role and how to handle common questions.

2. Add knowledge base files: Go to Assistant → Knowledge Base and upload FAQs, product docs, policies, or pricing info. The AI learns from these files to give better answers.

3. Review and refine: Check past conversations to see where the AI struggled. Update your knowledge base and prompt based on real questions you receive.

Example: If customers keep asking about shipping costs, add a "Shipping Policy" file to your knowledge base with clear information.

Q: Can I use my own AI model instead of the default?

A: Yes. Nexus supports connecting external AI models through n8n workflows. Go to Assistant → AI Provider and select the n8n option. This lets you use any AI model or custom logic. Contact info@jack-ai.net for help setting up custom models.

Q: Why did the AI give an incorrect or unhelpful answer?

A: The AI learns from your system prompt and knowledge base. If it gives wrong info:

• Check if the answer was covered in your knowledge base — the AI might be using outdated or incorrect information
• Review your system prompt — make sure instructions are clear and not contradictory
• Add a FAQ or file clarifying the correct answer
• Manually override the AI's response for that customer and update the knowledge base to prevent it next time

Q: How does phone collection work?

A: When enabled for a channel (Messenger, Instagram, or Webchat — WhatsApp doesn't need this because it already has phone), the AI automatically asks for the customer's phone number early in the conversation. This enables cross-platform follow-up.

Once collected, you can:

• Follow up with the customer via WhatsApp later
• Detect if the same person is contacting you from multiple channels
• Deduplicate leads based on phone number across all channels

Phone collection is optional and can be disabled per channel.

Q: Can I pause the AI for a specific conversation?

A: Yes. Go to the conversation detail and click the "Pause AI" button. The AI will stop responding, and you or your team can take over. Click "Resume AI" to re-enable. Useful when a conversation needs a human touch.

Leads & CRM

Q: How is a lead score calculated?

A: Nexus AI analyzes each conversation and assigns a score from 0-100 based on:

• Explicit purchase intent (asking about price, requesting a demo, etc.)
• Engagement level (message frequency, response speed)
• Conversation quality (detailed questions, clear needs)
• Custom scoring rules you define

Scores update automatically after each message. You can review the scoring criteria in your System Prompt under AI Configuration.

Q: Can I create custom lead statuses?

A: Yes. Go to Settings → Lead Statuses and click Create Status. Define:

• Status name (e.g., "Hot Lead", "Follow Up")
• Description (rules for when AI should apply it)
• Color and action (auto-assign, notify, pause AI, etc.)

Custom statuses help organize your pipeline exactly how you work.

Q: How do I export my leads?

A: Go to Leads → Export. Choose filters (date range, status, assigned agent, score range, etc.) and click Download CSV. You'll get a spreadsheet with all lead details, custom fields, and history.

Q: What happens when a customer contacts me from multiple channels?

A: Nexus automatically recognizes when the same person messages you from different channels (using their phone number or profile info). All conversations are linked to a single lead:

• The lead profile shows all conversations (WhatsApp, Messenger, Instagram, Webchat)
• Conversation history is preserved across channels
• Lead score and status apply to all conversations
• Follow-ups work across channels (e.g., "Customer also messaged on Instagram")

This gives you a complete view of each customer's journey.

Q: Can I bulk assign leads to agents?

A: Yes. In the Leads view, select multiple leads using the checkboxes, then click Bulk Actions → Assign To. Select an agent and click Assign. All selected leads are assigned instantly.

Q: Do custom fields affect AI lead scoring?

A: No, custom fields help you organize information but don't automatically affect the AI's lead scoring. If you want the AI to consider specific criteria, include them in your system prompt.

Q: How do I prevent duplicate leads?

A: Duplicates happen if the same person messages from two channels without a shared phone number. To prevent this:

• Enable phone collection on non-WhatsApp channels so leads are identified by phone number
• Manually merge duplicates: go to a lead, click Merge and select the duplicate lead to combine with it

Automatic merging also happens when a phone number is collected — if another lead already has that phone number, they are merged together automatically. Phone numbers are stored consistently (digits only, no + or 00 prefix).

Team & Access

Q: How many team members can I add?

A: Depends on your plan:

• Trial: Up to 3 members
• Basic: Up to 5 members
• Business: Up to 15 members
• Enterprise: Unlimited members

Upgrade your plan to add more team members.

Q: What's the difference between organization roles and portal roles?

A: Organization roles (Admin, Agent, Viewer):

• Control access to the main dashboard and organization-wide settings
• All team members have one organization role

Portal roles (Employee, Manager):

• Apply only if the user is a member of a portal
• Control what the user can see and do within that specific portal
• A user can be an Agent in the org but a Manager in one portal and an Employee in another

Q: Can I change a team member's role?

A: Yes. Admins can change roles anytime:

1. Go to Settings → Team
2. Click on the member's name
3. Select a new role (Admin, Agent, or Viewer)
4. Click Save

The change takes effect immediately. The member keeps all assigned conversations and leads.

Q: What if my invitation link expired?

A: Invitation links are valid for 7 days. If yours expired:

1. Ask an admin to resend the invitation
2. They go to Settings → Team, find your name, and click Resend Invite
3. You'll receive a new link with 7 more days to accept

Troubleshooting

Q: I'm not receiving messages from customers.

A: Check:

1. Integration status: Go to Integrations and verify the integration shows "Active", not "Error" or "Paused"
2. Credentials: Make sure your API token, phone number ID, or API key is current and hasn't expired
3. Webhook configuration: The platform must be able to reach your webhook URL. If you're behind a firewall, whitelist Nexus or update firewall rules
4. Channel availability: Some channels limit the number of active integrations. Check the platform's dashboard

Q: AI is not responding to messages.

A: Check:

1. AI enabled: Go to your integration and verify "AI Assistant" is assigned and enabled
2. Not paused: Check the conversation — if AI is paused, click Resume AI
3. Knowledge base: If the AI isn't responding to questions, you may not have relevant knowledge base files uploaded
4. Rate limits: If many messages arrived at once, the AI may be rate-limited. Wait a moment and try again

Q: I can't access certain pages or features.

A: Your organization role may not have permission:

• Admins can access everything
• Agents can only access conversations/leads assigned to them, plus their profile
• Viewers are read-only

If you need more access, contact an admin to change your role.

Q: My team members say they can't see a conversation or lead.

A: In Nexus, team members only see conversations/leads assigned to them (unless they're an admin or in a portal with broader visibility). If a team member needs access:

• Admins: Click the conversation/lead and change the assigned agent
• Agents: Ask an admin to assign it to them

Contact & Support

Q: How do I get help or report a bug?

A: Contact info@jack-ai.net with:

• A description of your issue
• Steps to reproduce (if applicable)
• Screenshots
• Your organization subdomain

You can also reach out through your Nexus dashboard by clicking the help icon.

Q: Where can I request new features?

A: We'd love your feedback! Email info@jack-ai.net or your account manager with feature suggestions. Share:

• What you want to do
• Why it would help your business
• How often you'd use it

Q: Is there a Nexus community or user forum?

A: Not yet, but we're growing! Join our email list for updates, tips, and beta features: jack-ai.net/newsletter

Q: How can I provide feedback about my experience?

A: We value your input. You can:

• Email info@jack-ai.net
• Use the feedback button in your Nexus dashboard
• Schedule a feedback call with your account manager (Enterprise customers)

Common Error Messages

"Messaging Window Expired"

The 24-hour messaging window on WhatsApp has closed. You can:

• Use "Send Template" to re-engage (if you have templates set up)
• Ask the customer to message you again to reopen the window
• Switch to a different channel (Messenger, Instagram, Webchat)

"Invalid Credentials"

Your integration credentials are incorrect or expired:

• Refresh your API token from the platform's dashboard
• Double-check your phone number ID, WABA ID, or access token
• Update them in Nexus and save

"Webhook Not Reachable"

Nexus cannot receive messages from the platform:

• Check your internet connection
• Verify your firewall allows incoming webhooks
• Whitelist Nexus IP ranges if required
• Wait 10 minutes and retry (webhooks may need time to activate)

"Rate Limited"

You've sent too many messages too quickly:

• Wait a few minutes before sending more messages
• Spread out bulk operations (exports, assignments)
• Contact support if you need higher rate limits

Next Steps

• Connecting Channels — Set up your first messaging integration
• Team Management — Add team members and organize into portals
• Settings — Customize AI, lead statuses, and more