FAQ
Frequently asked questions about Nexus, the multi-tenant Ops OS for SMEs in MENA.
General / Product
What is Nexus?
Nexus is a multi-tenant operations operating system designed for small and medium enterprises (SMEs) in the MENA region. It unifies customer communications, CRM, integrations, and AI-powered insights in a single platform with Arabic language and RTL support.
Who is Nexus for?
Nexus targets SMEs in Egypt, Saudi Arabia, UAE, and other MENA markets that need to manage customer conversations across multiple channels (WhatsApp, Facebook, Instagram), integrate with e-commerce (e.g., Shopify), logistics (e.g., Bosta), and telephony (e.g., Issabel PBX), with AI-assisted workflows.
Is Nexus multi-tenant?
Yes. Nexus is fully multi-tenant. Each organization is isolated at the database level using PostgreSQL Row Level Security (RLS). Data from one organization is never visible or accessible to another.
What languages does Nexus support?
Nexus supports Arabic (with full RTL layout) and English. The UI, notifications, and AI features are designed for Arabic-first workflows common in MENA.
How is Nexus deployed?
The frontend (React + Vite + TypeScript) is deployed on Netlify. The backend (Supabase: PostgreSQL + Edge Functions on Deno) runs on Supabase infrastructure. Authentication is handled by Supabase Auth using JWT tokens.
Can I use Nexus on mobile?
Nexus is a responsive web application. You can access it from mobile browsers. Native mobile apps are not currently offered.
Pricing & Plans
How is Nexus priced?
Pricing is based on your plan tier and usage. For exact pricing, see the pricing page or contact sales.
Are there different plan tiers?
Yes. Nexus offers multiple plan tiers to suit different business sizes and needs. Features and limits vary by tier. See the pricing page for details.
Can I change my plan later?
Yes. You can upgrade or downgrade your plan. Changes typically take effect at the start of the next billing cycle. Contact support or use the billing section in your account for plan changes.
Is there a free trial?
Free trial availability depends on the current offering. Check the pricing page or contact sales for the latest trial options.
Security & Data
How is my organization's data isolated?
Data isolation is enforced at the database layer using PostgreSQL Row Level Security (RLS). Every query is scoped to the authenticated user's organization ID. Cross-tenant data access is not possible.
How does authentication work?
Nexus uses Supabase Auth for authentication. Users sign in with email and password (or configured providers). A JWT is issued and validated on every request. Sessions are managed by Supabase.
Where is my data stored?
Backend data (PostgreSQL) and files are stored in Supabase-managed infrastructure. The exact region depends on your deployment. For MENA customers, regional options may be available—contact support for details.
Can I export my data?
Yes. You can export your organization's data through the admin or settings area. Export formats and scope depend on your plan. Contact support if you need a full data export or custom format.
Is data encrypted?
Data is encrypted in transit (TLS) and at rest. Supabase and Netlify follow industry-standard security practices. For specific compliance requirements (e.g., GDPR, local regulations), contact sales.
AI Features
What AI features does Nexus offer?
Phase 1 (current): Conversation annotation and tagging, sentiment analysis, voice transcription, CRM embeddings for search and recommendations, and business intelligence dashboards. These assist human agents and managers.
Phase 2 (future): Fully autonomous AI operations, including automated responses and end-to-end workflow automation.
How does sentiment analysis work?
Sentiment analysis evaluates customer messages (e.g., from WhatsApp or social channels) and assigns a sentiment label (e.g., positive, neutral, negative). Results can be used for tagging, reporting, and prioritization. Phase 1 feature.
Does Nexus support voice transcription?
Yes. Voice messages and calls can be transcribed to text. Transcription supports Arabic and other languages. This is a Phase 1 feature and may depend on your plan and integrations.
What are CRM embeddings?
CRM embeddings are vector representations of your customer and conversation data. They power semantic search, similarity matching, and recommendations (e.g., similar cases, suggested next actions). Phase 1 feature.
How accurate is the AI?
Accuracy depends on data quality, language, and use case. The AI is tuned for MENA languages and business contexts. For critical decisions, always review AI suggestions before acting.
Integrations
What integrations does Nexus support?
Nexus integrates with: WhatsApp Business API, Facebook/Instagram (Meta), Shopify, Bosta (courier), Issabel PBX, and n8n (workflow automation). Additional integrations may be added over time.
How do I connect WhatsApp Business?
Connect WhatsApp Business API through the integrations settings. You will need a Meta Business account and approved WhatsApp Business API access. Follow the in-app setup wizard; OAuth or API keys are configured during setup.
Can I connect my Shopify store?
Yes. Connect your Shopify store via the integrations panel. Nexus can sync orders, products, and customer data. Sync behavior and frequency depend on your plan and configuration.
How does the Bosta integration work?
The Bosta integration allows you to create shipments, track deliveries, and sync status back into Nexus. Useful for e-commerce and logistics workflows in Egypt and supported regions.
Can I use n8n for custom workflows?
Yes. n8n can be used to build custom automations that connect Nexus with other tools. You configure webhooks or API calls from n8n to Nexus (and vice versa) as needed. Phase 1 supports manual and semi-automated workflows; Phase 2 will expand autonomous automation.
Onboarding & Setup
How do I create an organization?
After signing up, you create or join an organization during onboarding. The first user typically becomes the organization owner. You can invite team members once the organization is set up.
How long does setup take?
Basic setup (account, organization, first integrations) typically takes under an hour. Full configuration (all integrations, roles, custom workflows) may take a few hours or days depending on complexity.
How do I invite team members?
Invite team members from the organization settings or team management area. Enter their email addresses; they receive an invitation link. Assign roles (owner, admin, member) when inviting or after they join.
Do I need technical knowledge to set up Nexus?
Basic setup is designed for non-technical users. Connecting integrations (e.g., WhatsApp, Meta, Shopify) may require API keys or OAuth flows from the respective platforms. Advanced setups (n8n, custom APIs) may need technical familiarity.
Permissions & Roles
What roles exist in Nexus?
Nexus has three roles: owner, admin, and member. Owners have full control, including billing and organization deletion. Admins can manage users and most settings. Members have access to day-to-day operations within their assigned scope.
What can an owner do?
Owners can manage billing, delete the organization, assign or revoke admin and member roles, and access all organization settings. There should be at least one owner per organization.
What can an admin do?
Admins can invite and remove users (except owners), configure integrations, manage roles for non-owners, and access most organization settings. They cannot change billing or delete the organization.
What can a member do?
Members can use the core features (conversations, CRM, dashboards) according to their assigned permissions. They typically cannot invite users, change integrations, or modify organization-wide settings.
Can I customize permissions?
Permission granularity depends on your plan. Basic plans use the three fixed roles. Higher tiers may offer more granular permissions (e.g., per-channel or per-module access). See the pricing page or contact sales.
Troubleshooting
I cannot log in. What should I do?
Verify your email and password. Use "Forgot password" if needed. Ensure you are using the correct login URL. If the issue persists, clear cookies and cache or try a different browser. Contact support with your organization name and email (no passwords).
Integrations are not syncing. What to check?
Confirm the integration is connected and authorized (e.g., OAuth token not expired). Check for rate limits or API errors in the integration logs. Ensure your plan supports the integration and that required webhooks or callbacks are configured correctly.
Why do I see "Access denied" or RLS errors?
Access denied usually means your JWT or session does not include the correct organization context, or your role lacks permission for the resource. Ensure you are logged in to the correct organization. If the error persists, contact support with the exact error message (redact any sensitive data).
AI features are not appearing. Why?
AI features may be plan-dependent. Verify your plan includes AI (annotation, sentiment, transcription, embeddings, BI). Ensure sufficient data exists (e.g., conversations) for features like embeddings. Check that the relevant integrations are active and feeding data.
The UI is not displaying correctly in Arabic or RTL.
Ensure your browser language or locale is set appropriately, and that you have selected Arabic in Nexus settings if applicable. Clear cache and reload. If layout issues persist, try a different browser or report the issue with browser and OS details.
How do I contact support?
Use the in-app help or support link, or email the address provided in your account. Include your organization name, a brief description of the issue, and any non-sensitive error messages. For urgent issues, check if your plan includes priority support.