Nexora
A multi-tenant conversational AI platform that serves every lead on every channel: chat, email, WhatsApp and phone.
An in-house platform that is still being built, so implementation details stay private. This page covers what it does and why it's built the way it is.
The problem
Leads arrive through many doors: the website, WhatsApp, email, phone calls and walk-in inquiries. Each was handled differently depending on who was free. A lead who messaged the website at 11pm might not hear back until the next morning, if at all, and a missed call might never be returned.
There was no single place to see a lead's conversation from start to finish, and no consistent way to measure whether leads were actually being served well. The goal of Nexora isn't to build another chatbot. It's to never lose a lead to a slow reply or a forgotten follow-up.
How a lead moves through Nexora
- 1
Any door in
A visitor opens the website chat widget, sends a WhatsApp message, replies to an email or calls. The AI agent answers straight away, day or night, using the organisation's own program information.
- 2
Anonymous visitor to real lead
After a few helpful answers, the widget asks for a name and email. From that moment the visitor becomes a real, contactable lead in the same system as every phone and WhatsApp lead.
- 3
One conversation, every channel
Every message the lead ever sends, whether chat, email, WhatsApp or a call transcript, lands in one thread in a shared inbox, so anyone on the team sees the full history.
- 4
Human takeover, no friction
Any staff member can step into a conversation at any moment and the AI steps back immediately. There's nothing to reassign or explain, because the history is already there.
- 5
No lead goes cold
If a lead stops replying, automated journeys send a sensible follow-up after a set number of days instead of letting them quietly drop off.
- 6
Measured, not guessed
Calls and chats can be graded automatically against a scorecard, and trends in questions and sentiment show what leads actually want.
Key decisions, and why
Every channel is one lead, not one feature
Website chat, email, WhatsApp and calls aren't separate products. They're different doors into the same job, so they all feed a single lead record and a single conversation.
The AI steps back the moment a human steps in
Automation handles speed and after-hours coverage; people handle judgement. Handoff has to be instant and invisible to the lead, or staff won't trust it.
No single AI model is a single point of failure
Requests go through a router that falls back to another model if one fails, so a provider outage doesn't mean an unanswered lead.
Tenant isolation enforced by the database
Many organisations share one platform, so data separation can't depend on every query being written correctly. The database itself refuses to return another organisation's rows.
Roles defined by each organisation
Instead of a fixed set of ranks, each organisation builds its own roles and permissions to match how its team actually works.
Verified end to end before it counts
Every feature is checked with real API calls, a real browser and the database itself before it's called done, and gaps are reported honestly rather than hidden.
What's built
Unified inbox
Chat, email, WhatsApp and voice in one place, with live updates, search, staff assignment and per-person unread state.
AI agent
Answers grounded in the organisation's knowledge base, and able to send an email or WhatsApp message itself when that's the right next step.
Voice calls
The AI can answer inbound calls and place outbound calls to leads, with speech recognition and text-to-speech.
Embeddable chat widget
One line of script on any website, with an optional pre-chat form for lead capture.
Visual journey builder
A node-based editor for both AI conversation flows and automations like "wait two days, then follow up if there's no reply".
Email with AI replies
Real inbox polling, threaded conversations and opt-in AI auto-replies.
QA scorecards
An AI judge grades calls and chats, with a dispute workflow so staff can challenge a score.
Analytics
Keyphrase search, sentiment trends and saved reports across every conversation.
Bulk campaigns
Reach many leads at once, sent through a queue with limited concurrency rather than all at the same moment.
Where it stands
- The unified inbox, knowledge-grounded AI replies, website widget with lead capture, email reply capture, WhatsApp messaging, and inbound and outbound calling are built and tested end to end.
- Next steps are production rollout: choosing the first channel to go live with real leads and walking the team through the new inbox.
My role
- Proposed the platform and the lead-first idea behind it.
- Leading design and development across the backend, dashboard, voice and messaging channels.
- Report progress and rollout needs directly to the team and management.