nexy

Use case

Customer inbox with one thread per person

A shared support inbox quickly becomes a pile where the same question gets answered twice or ignored completely, and nobody knows who is handling what. Nexy gives each person who contacts you their own thread, so every conversation has a clear owner and a place to finish.

You put one entrance on your website, and each person who writes in gets their own thread that your team can see and respond to. The customer installs nothing and gets replies in the same place they sent the message, and when their question is resolved that thread closes so your inbox only shows what still needs attention.

What it looks like

One question, one thread, and when it is answered the thread closes so your inbox stays current.

How to do it

  1. You create one support entrance and put the link or phone number on your website.
  2. When someone contacts you through it, Nexy opens a new thread and tells your team who wrote in and what they asked.
  3. Someone on your team replies, and the customer gets it in the same place they sent their message with no app or account needed.
  4. The conversation continues in that thread until the question is resolved.
  5. When you mark it done, the thread closes and that person is left alone unless they contact you again with something new.

Why it works

No duplicate answersWhen two people can see the same inbox, the same question gets answered twice or each person thinks the other one handled it. One thread per person means your team sees who is already responding.
Done means goneWhen a question is resolved, that thread closes and stops appearing in your inbox. You only see what still needs attention, not three weeks of finished conversations.
Measured response timeNexy tracks how long it takes your team to reply, which is a number you can act on rather than a promise you put on a website and hope is true.
No shared credentialsEach person on your team gets the thread in their own chat. There is no shared login that five people pass around, and no question about who saw what.
The customer installs nothingThey write in once and replies come back to the same place. No app, no portal login, no ticket number to remember.

Where it stops

This is what Nexy will not do, by design:

No automatic routingNexy does not read the question and assign it to a department — a new thread is announced to your team and someone picks it up.
No canned responsesIt does not try to answer common questions automatically or suggest replies, because a support tool that pretends to know your business is worse than one that waits for you.
No ticket history stitchingIf the same person contacts you three months later with a different question, that is a new thread — it does not append to the old one or show you their entire history unprompted.
It does not escalateThere is no rule that forwards a thread to a manager if it goes unanswered for X hours, because automatic escalation creates theatre instead of accountability.
No satisfaction surveysWhen a thread closes, the customer is left alone — Nexy does not send a follow-up asking them to rate the interaction.

Questions people ask

How do I set up a customer support inbox where each person who contacts us gets their own conversation thread instead of everything landing in one shared pile?

You create one entrance in Nexy and put that link or phone number on your website. When someone contacts you, Nexy opens a new thread and tells your team who it is and what they asked. Everyone on your team sees the thread, someone replies, and the customer gets it in the same place they sent their message with nothing to install. When the question is resolved and you mark it done, that thread closes and only the conversations still waiting for a reply stay visible in your inbox.

What does the customer see when they contact us through this, do they have to download an app or make an account?

They see one message in the chat they already use — WhatsApp, SMS, or whatever you make available. If they reply, it continues in that same thread. There is no app to install, no account to make, no portal to log into. From their side it looks like texting a business, and from your side you see one thread per person with your whole team able to read and respond.

Can I see all the previous conversations with a customer when they contact us again, or does it start fresh each time?

Each new contact starts a fresh thread unless it is clearly a continuation of something still open. Nexy does not automatically surface the entire history of that person every time they write in, because most support questions do not need it and presenting it every time creates clutter. If you need context from an earlier conversation, you can search for it, but the default is that a new question gets a clean space.

How does my team know when a new question comes in and who is handling it so we do not answer the same thing twice?

When someone contacts you, Nexy sends a notification to everyone on your team with what the person asked. As soon as someone on your team replies, everyone else sees that it is being handled. There is no assignment step and no manager directing traffic — the first person who is available picks it up, and the thread shows who responded so nobody duplicates the effort.

What happens to the thread after we answer the customer's question, does it just sit there forever or does it close automatically?

The thread stays open until someone on your team marks it done. Nexy does not auto-close threads based on silence, because sometimes a customer needs a day to check something or your answer prompts a follow-up question. When you are certain it is finished, you close it, and then that thread disappears from your active inbox and the customer is left alone unless they contact you again with something new.

Can I use this if some of my support team only works part-time or is in a different time zone?

Yes. Each person on your team gets the thread in their own chat, sees the full conversation so far, and can reply when they are available. There is no shared login or handoff procedure. If someone in your London office started the conversation and someone in your Singapore office finishes it six hours later, the customer just sees continuous replies and the thread holds the context for whoever is next.

Does this track how long it takes us to respond to customer questions so I can see if we are actually meeting our response time promise?

Yes. Nexy measures the time between when a question arrives and when your team sends the first reply, and it tracks that across all threads. This is not a setting you configure or a report you generate manually — it is measured automatically, so you have a real number rather than a guess about whether your team is responding in the time you promised on your website.

What stops this from filling up with spam if we put the contact link on our public website?

Every inbound route sits behind a receptionist, which means the first message from a new person is screened before it reaches your team. Nexy does not filter spam by keywords or heuristics — it structurally prevents it from landing in your inbox in the first place. A human on your side sees the first contact and decides whether to let that person through, and once through their thread continues normally. This makes spam impossible rather than just less likely.

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An inbox for customer questions where each person gets their own thread