Which channels NEO answers on
NEO can answer on your website chat, WhatsApp, Instagram, Facebook and SMS. Which channel depends on your plan and on what you've connected.
Updated
NEO answers on the same channel the customer writes on. Here's where it can do that and what each channel needs.
The channels
- Your website chat: comes with your template and website. It's the first one turned on. See Your website chat.
- WhatsApp: included on the Organize, Grow and Scale plans. You connect it yourself, with your own number, from "My first day". See Connect your WhatsApp.
- Instagram and Facebook: need your Facebook page and your professional Instagram account connected. See Connect Facebook and Instagram.
- SMS: needs a sending number and, in the US, message registration. See SMS: your sending number and US registration.
- Phone (voice): on the Grow and Scale plans. See NEO by phone (voice).
How NEO starts on each channel
On your website chat, NEO answers on its own from day one. On the other channels you can start in "suggest" mode: NEO proposes the replies and you approve them, and once you trust it, it switches to answering on its own. You choose this in NEO › Conversation AI and can change it anytime; if you have questions, ask NEO · Support or write to us.
NEO can't serve a channel that isn't connected: if a customer writes there, it won't reach your inbox.
How to see what's turned on
- Go to NEO and open NEO.
- Look at the list of channels and which are active.
- To connect a new one, go to Settings › Integrations or ask us.
If NEO doesn't reply on a channel
Check that the channel is connected, that NEO isn't paused and that you haven't hit the AI limit. See NEO isn't replying and Pause or turn off NEO.
Write to support@neuroaistudio.com.