Frequently asked questions

Start with your common customer questions, product or service information, and an example of your current process. We'll identify any extra information needed for your scope.

English, Chinese and Malay, 24 hours a day. It answers from the business information you confirm.

We'll review your current WhatsApp setup and explain the available onboarding options before proposing any changes to your number or account.

Yes. Your team can pause the AI or take over any conversation at any time, and hand it back to the AI when they are done. When the AI should pass a conversation to your team, and how your team handles it, is agreed with you during setup.

The AI answers only from the business information you give it. Payment, documents, negotiation and anything outside that information go to a person on your team.

WhatsApp's own fees are separate and charged by Meta to your WhatsApp account: each number's first 1,000 replies a month (AI and team replies together) are free, then about RM0.06 per reply. Template messages such as booking reminders are charged at Meta's template rates. Meta sets these rates and may change them.

Yes. A Website package adds an AI chat to one existing website. It answers from the business information you confirm and hands the customer to your team, alerted in the Nex-XL inbox. Building a new website is quoted separately.

One channel per package: the AI chat on one existing website, or one Facebook Page's Messenger. Both channels together, more websites or Pages, and building a new website are quoted separately. These packages do not answer customers on WhatsApp.

Nex-Tech System turns orders that arrive in everyday conversations into organised orders: the customer's request is captured, the details are confirmed with the customer, and the order reaches your team for review. Each project starts with a review of your process, and its integration and rollout scope is agreed upfront. For Nex-Tech System, a diagnostic may be quoted separately before implementation. Any diagnostic fee and credit arrangement will be stated in your proposal.

A landing page starts from RM 1,499 and a company website from RM 3,499. Final price depends on pages and content. Hosting and maintenance are agreed in your proposal.

You do, once the project is paid in full: its design, its content and the code written specifically for it. The domain is registered in your name. Our general tools and templates stay ours, and you may keep using them as part of your website. Our Terms of Service set this out.

We set up the domain, business email and hosting, with basic SEO, analytics and WhatsApp entry points. Hosting, maintenance and any third-party costs are agreed in your proposal.

Each package has a one-time setup fee and a monthly fee: RM199, RM499 or RM899 a month, with a one-time setup of RM2,500, RM3,500 or RM6,000. WhatsApp packages cost the same as Website or Messenger packages. Websites, Nex-Tech System projects and enterprise work are quoted separately.

One AI reply is one message the AI sends a customer. Customer messages, your team's replies and booking reminders are not counted.

Packages serve 150, 300 or 350 customers a month with up to 10, 15 or 30 AI replies each. At a limit the AI hands the customer to your team, and nothing extra is charged.

Each package includes changes made for you by our team: 1, 3 or 6 a month on the RM199, RM499 and RM899 packages. One change is one request on one topic, such as a new price list, an FAQ answer or new opening hours. Your own edits on the Knowledge page of your dashboard are never counted, and neither are changes during setup. The count resets on the 1st of every month and unused changes do not carry over; more changes, or larger work such as a new channel or a new booking flow, are quoted first and done only with your approval.

Yes. Either side can end the agreement with 30 days' written notice; it ends at the end of the billing period then running. Fees for a billing period that has started are not refunded unless your order form says otherwise. You can cancel a website or other project by written notice before it is delivered; you then pay for the work done up to the cancellation, unless your quotation says otherwise.

You do: your business knowledge, your conversations and your customers' data. We store and process them only to provide, secure and improve the service, as our Privacy Policy describes.

You have 14 days to export your data. After that it is deleted within 30 days, as our Privacy Policy describes. You can also ask for deletion at any time: see Data deletion.