Nexly Agents is an omnichannel AI customer service agent: one agent, one knowledge base, every channel your customers use. It answers 24/7 from your approved knowledge, shows sources, hands off to a human when it does not know, and analyst agents report what customers ask about across all channels.
Channels at a glance
| Channel | What the agent does | Typical users |
|---|---|---|
| Website chat | AI chatbot for your website (WordPress, WooCommerce, Shopify or any site): answers, advises, recommends products; full-screen app on mobile; SSO recognises logged-in users | Online shoppers, website visitors |
| Replies to customer e-mails from your knowledge; hands complex cases to your team with the full thread | Customers who prefer e-mail, B2B buyers | |
| WhatsApp AI agent answering 24/7 with the same knowledge and tone as on the website | Consumers, international customers | |
| Messenger | AI agent for Facebook Messenger: questions from your Facebook page | Social media audience |
| Telegram | Talks to customers and communities in their language | Communities, international customers |
| Signal | Serves customers who prefer Signal for private conversations | Privacy-conscious customers |
| Microsoft Teams | Supports B2B clients, partners and installers where they already work | Partners, installers, key accounts |
| Slack | Answers clients and partners in shared Slack channels; hands off when needed | B2B clients, tech partners |
Why one agent instead of a bot per channel
- One source of truth. You maintain one knowledge base. Prices, procedures and product facts change in one place, and every channel answers the same way.
- Same rules everywhere. Tone, limits and escalation rules apply to the website, e-mail and every messenger.
- One panel. Conversations from all channels land in one messages center with queues (to answer, mine, waiting on customer, closed), a waiting-time counter and assignment to team members.
- One quality test. Every change of the agent is checked on the same control questions, whatever the channel.
- Insights across channels. Analyst agents read conversations from every channel and report top questions, missing information and lost sales in one daily report.
Which channels to start with
Start where your customers already write. For online stores this is usually website chat, then WhatsApp or Messenger. For manufacturers and B2B companies it is often e-mail plus Microsoft Teams or Slack for partners and installers. You can add channels later; the knowledge base stays the same.
See the details for Microsoft Teams.
Answers only from your knowledge, with human handoff
The agent answers only from sources you approve, such as your website, documents, manuals and FAQ, and shows where an answer comes from. When the answer is not there, it says so and passes the conversation to a person with full context, for example as a ticket in Zoho Desk or Jira. It speaks 8 languages within one instance.
Data and GDPR
Personal data is processed under a GDPR data processing agreement (DPA). Personal data is masked in conversation analytics, technical logs are deleted after 90 days, the model API we use does not train on the data sent to it, and a self-hosted deployment is available. More on security and GDPR.