Frequently Asked Questions
Everything you need to know about Nexwin's AI assistants for Australian businesses
General Questions
What is Nexwin?
Nexwin provides two AI-powered assistants for Australian businesses. Nexwin AI Receptionist is an AI phone receptionist that handles calls routed to it, books suitable appointments, and handles configured customer enquiries 24/7. Nexwin AI Chatbot is an AI chat widget you embed on your website to answer visitor questions and capture leads around the clock. Both are configured through a single dashboard — no coding required.
How quickly can I get started?
Setup time depends on the amount of business information, call rules and integrations you need. Add and review your business details, connect your calendar, test important scenarios, then publish. Free White-Glove Onboarding is available if you want hands-on help.
Do I need any special equipment or software?
No special equipment needed. Nexwin AI Receptionist gets a dedicated Australian phone number provisioned for you — no hardware changes to your current phones. Nexwin AI Chatbot is a small snippet of code you paste into your website. Everything is managed through the Nexwin dashboard from any device.
Can I try Nexwin before committing?
Yes. The trial lasts seven days and includes 100 call minutes. A card is required at sign-up. You are not charged until the trial ends; your selected paid plan starts automatically on day 8 unless you cancel. You can cancel anytime. You can also hear the live Nexwin AI Receptionist demonstration or book a 15-minute workflow demo.
Do I need to publish after making changes?
Yes. The dashboard has two actions: Save (stores your draft) and Publish (pushes changes live to the AI). Until you publish, your AI continues running on the last published configuration. Always hit Publish after updating your business info, knowledge base, or assistant settings.
Nexwin AI Receptionist Phone Assistant
Do you offer Australian voices and terminology?
Yes! Nexwin AI Receptionist uses a natural Australian English voice so your customers experience a local, professional conversation. You can choose from a selection of voices in the dashboard and preview them before going live.
Does an AI receptionist understand Australian accents?
Nexwin AI Receptionist is designed for Australian English and provides pronunciation controls for local place names and business terminology. Recognition accuracy varies with audio quality, accents, names and background noise. Test your own scenarios and configure repetition, spelling prompts and a human fallback for information that must be exact.
What happens if I exceed my included minutes?
If you approach your monthly minute limit, we'll notify you before any extra charges apply. You can upgrade your plan at any time to get more included minutes. Check the pricing page or contact us for current overage rates.
Can the AI handle complex conversations?
Nexwin AI Receptionist can manage configured appointment scheduling, product questions, pricing, FAQs and transfer rules. It can make mistakes and should not replace human judgement for complex, sensitive, regulated or emergency matters; configure a safe fallback and review important workflows.
How many simultaneous calls can Nexwin AI Receptionist handle?
Business plans support up to 5 simultaneous calls and Pro plans support up to 10, subject to service availability and the plan limits.
Can callers tell it's an AI?
Nexwin AI Receptionist uses natural Australian voice options, but Nexwin does not claim callers will mistake it for a person. Hear the demonstration and test your own scenarios. Configure an AI disclosure where your business or applicable rules require one.
Can Nexwin AI Receptionist transfer calls to my staff?
Absolutely! You can set up rules for when calls should be forwarded to your team - whether it's urgent requests, specific types of inquiries, or based on time of day. The AI provides context about the call before transferring, so your team knows exactly what the customer needs.
Nexwin AI Chatbot Website Chat Widget
What is Nexwin AI Chatbot and where does it appear?
Nexwin AI Chatbot is a website chat widget. It appears as a chat bubble on your website — visitors click it to start a conversation with your AI assistant. It is not an SMS, email, or social media tool. One small embed snippet is all you need to add it to any website.
Is there a limit on chat messages?
Nexwin AI Chatbot and Pro include unlimited messages for normal business use, with no per-message overage charges. Fair Use Policy applies.
How quickly does Nexwin AI Chatbot respond?
Nexwin AI Chatbot is available around the clock and normally begins generating a response after a visitor sends a message. Response time varies with the request, network and upstream services; Nexwin does not guarantee a fixed response time or lead outcome.
Can I customise the look of Nexwin AI Chatbot?
Yes! You can set the widget colour, title, subtitle, welcome message, agent icon, and position (bottom-left or bottom-right) directly from your dashboard to match your brand.
Pricing & Plans
Is there a setup fee?
No setup fees for any plan. We include free White-Glove Onboarding and training to get your AI assistant perfectly configured for your business. Our team handles all the technical setup so you can focus on your business.
Can I change plans anytime?
Yes! You can upgrade or downgrade your plan at any time. Upgrades take effect immediately and you are charged only the prorated difference for the rest of the current period. Downgrades take effect at your next renewal, so you keep your current plan’s minutes for the period you have already paid for. There are no long-term contracts or cancellation fees.
Do you offer custom pricing for large businesses?
Yes — contact our team to discuss your needs. We're happy to talk through options for businesses with higher call volumes or multiple locations.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express). Payments are processed securely through Stripe, our encrypted payment provider.
Integration & Technical
Does Nexwin integrate with my calendar?
Yes. Nexwin integrates with Google Calendar via OAuth. The AI checks your real-time availability and books appointments directly into your calendar. A confirmation is sent to the customer after booking. Connect your calendar from the dashboard — it only takes a minute.
Where is my data stored?
Nexwin uses Google Cloud Platform for core application infrastructure and works with trusted providers to deliver voice, chat, and payments. Customer data is handled with privacy and security in mind for Australian businesses.
Is my customer data secure?
Yes. Nexwin uses industry-standard security measures to protect customer data in transit and at rest. We do not sell your customer data. Pro plans include additional identity verification (OTP) for sensitive operations like appointment cancellations.
Support & Training
What's included in the White-Glove Onboarding?
All plans include comprehensive onboarding with personalized setup, configuration of your AI assistant with your business information, training on the platform, testing and optimization, and ongoing support to ensure your success from day one. The process typically takes 1-2 business days.
How do I update my AI assistant's information?
Update your business info, services, hours, knowledge base, and assistant settings anytime through the dashboard. After making changes, hit Publish to push them live. Changes don't take effect until published — your AI keeps running on the last published version until then.
What kind of support do you provide?
All plans include email support during business hours. Pro plans receive priority support. We also include White-Glove Onboarding for all plans — a hands-on setup session where our team configures your AI assistant with you, including embedding Nexwin AI Chatbot on your website if needed.
Can I see transcripts of all conversations?
Yes. Your dashboard includes complete transcripts of all calls and chat conversations. Nexwin AI Receptionist calls also include audio recordings you can play back. This lets you review exactly what the AI said and identify anything you'd like to tune in your configuration.
Knowledge Base & AI Training
How does the AI know about my business?
You build a Knowledge Base in the dashboard by adding your website URL, uploading documents (PDF, Word, TXT, CSV — up to 10 MB each), or entering plain text directly. The AI uses all of this content to generate answers to customer questions. AI responses can be incomplete or wrong, so review the source content, test representative questions and provide a human fallback. If you've added your website URL in setup, it's included in your knowledge base automatically when you publish.
What file formats can I upload?
You can upload PDF, Word (.doc/.docx), plain text (.txt), Markdown (.md), and CSV files — up to 10 MB each. For best accuracy, plain text or Markdown files are recommended as they parse cleanly. PDFs and Word docs are supported but may lose some formatting during extraction.
Does the AI stay up to date with my website changes?
Yes — any website URLs you add to the knowledge base are automatically re-scraped on a regular schedule. You don't need to republish every time your website content changes. For documents and text snippets, simply update them in the dashboard and hit Publish.
Are my uploaded documents stored by Nexwin?
Document content is sent to our AI partner for processing when you publish. Nexwin stores your knowledge base configuration (file names, URLs, references) in the dashboard, but does not host the document content itself.
What if the AI gets a question it can't answer?
You can configure the AI to say it does not know and offer a transfer, message or direct contact path. AI can still produce an incorrect answer, and transfers can fail, so test representative questions and review conversations. Add reviewed missing information to the knowledge base before republishing.
Can I give the AI a custom script or task flow?
Yes. The Task Flow feature lets you define a step-by-step conversation guide — for example, always ask for the caller's name first, then their preferred appointment time. You can also set escalation conditions (e.g. always transfer if a caller asks for a discount or shows frustration) and configure exactly what happens outside business hours.
Cost and Value
How should I estimate the value of missed calls?
Use your own records: multiply the calls you genuinely miss by your observed booking rate and average booked-job value, then compare that estimate with the subscription and any overage. Caller behaviour and job values vary; Nexwin does not guarantee bookings, revenue or savings.
How does Nexwin compare to hiring a receptionist?
Nexwin AI Receptionist — Business is $249/month +GST. For context, SEEK's salary guide lists a typical Australian receptionist salary of $60,000–$70,000 a year. The roles are not equivalent: Nexwin AI Receptionist handles configured phone workflows but cannot perform in-person work or replace human judgement.
What's the typical setup time before I start seeing value?
Setup time depends on the amount of knowledge, call rules, testing and integrations required. Once you have reviewed and published the configuration and forwarded calls, Nexwin AI Receptionist can begin handling them. Trial results depend on your call volume and scenarios.
What happens to leads captured outside business hours?
Nexwin AI Receptionist can take a message or direct callers to leave a voicemail, depending on your configuration. Available call transcripts and captured details appear in the dashboard for follow-up; failed, abandoned or incomplete conversations may not contain a usable lead. Nexwin AI Chatbot can run a similar configured detail-capture flow for website visitors.
Call Transfer & Escalation
Can the AI transfer calls to my mobile or office number?
Yes. You configure a single forwarding number in the dashboard. The AI transfers calls to that number when your escalation conditions are triggered — for example, when a caller asks to speak to a human, expresses frustration, or requests a discount.
What's the difference between warm and cold transfer?
Cold transfer connects the caller directly to your number without any introduction. Warm transfer places the caller on a brief hold while connecting to you, ensuring a smoother handoff than a direct connection. Warm transfer is the default and recommended option.
What happens if I'm not available to take the transfer?
If the transfer goes to voicemail or isn't answered, the AI falls back to taking a message and promising a callback — so the caller is never left hanging. All interactions are logged in your dashboard.
Can I stop transfers outside business hours?
Yes. You set your business hours in the dashboard and choose what happens outside those hours: take a message and promise a callback, offer a callback during business hours, or direct the caller to voicemail. The AI will not attempt a live transfer when your team is unavailable.
Your Phone Number & Existing Setup
Can I keep my existing business phone number?
Yes. You get a new dedicated AI number, but your existing number stays yours. Simply set up call forwarding from your current number to your AI number — during busy times, after hours, or all the time. No porting needed, and you can stop forwarding anytime.
What happens if I use all my trial minutes?
Your AI service pauses until your trial ends on day 8, when your selected paid plan starts automatically (unless you cancel) and your AI resumes immediately. Want it back online sooner? Upgrade anytime from your dashboard.
How do I cancel my subscription?
Cancel anytime from your dashboard — no fees, no lock-in contract, no phone calls needed. Cancellation takes effect at the end of your current billing period: you keep full access and the rest of that period’s call minutes until then, and you are not charged again. Because your whole monthly minute allowance is released at the start of each billing period, partial or pro-rata refunds are not issued. Your data is retained for 30 days after cancellation.
How are overage minutes billed?
If you exceed your monthly included minutes, additional minutes are charged at $0.49/min (Business) or $0.39/min (Pro) to your credit wallet. You can enable auto top-up in the dashboard so your AI never pauses due to low balance.
Advanced Features
Can appointments include video meeting links?
Yes. Connect your Zoom account from the dashboard and appointments booked by the AI can automatically include a Zoom meeting link — perfect for telehealth consultations, remote meetings, or virtual appointments.
Can I add team members with their own calendars?
Yes. Add team members to your account, each with their own Google Calendar connection and timezone. The AI checks each member's individual availability and books with the right person. Set lead times per member to control how far in advance customers can book.
Does Nexwin have an API for custom integrations?
Yes. Every account gets API keys with scoped permissions to check availability and create appointments programmatically. Use it to connect your existing systems, booking widgets, or internal tools. Rate-limited and secured with token-based authentication.
Can the AI text or email a caller or website visitor something during the conversation?
Yes, on Nexwin AI Receptionist — Pro or Nexwin AI Chatbot. You choose which links and documents are shareable — a booking page, a price list, a brochure — and when a caller or website visitor asks for one, the AI texts the link by SMS or emails the document on the spot, then keeps the conversation going. Nothing is shared unless you've explicitly turned it on for that item, and sends are rate-limited to prevent abuse.
What happens outside business hours?
You choose: the AI can take a message and promise a callback, offer to book an appointment for the next available slot, or direct callers to voicemail. All interactions are logged in your dashboard for follow-up the next morning.
Industry-Specific Questions
Is Nexwin suitable for hotels and accommodation providers?
Yes. Nexwin can be configured with approved information about your property, booking process, check-in details and escalation rules. Keep a human fallback for exceptions, safety issues, availability confirmation and guest matters that need judgment.
Can restaurants use Nexwin for reservations?
Yes. Restaurants, cafes, and bars use Nexwin AI Receptionist to handle table reservation calls, answer menu and dietary questions, and capture event booking enquiries. The AI books directly into your connected Google Calendar and can take a message for requests it can't handle alone.
Does it work for service businesses like plumbers and electricians?
Perfect for trades! Nexwin AI Receptionist can handle calls after hours, schedule appointments, answer common questions, and capture job details before your technicians arrive. Nexwin AI Chatbot can sit on your website to answer visitor questions and collect enquiry details 24/7.
Can salons and spas use Nexwin?
Yes. Beauty businesses use Nexwin for appointment bookings, service and pricing enquiries, and handling cancellation calls. The AI can be trained on your full service menu and can book directly into your Google Calendar — freeing your staff to focus on clients in the chair.
For Solo Operators & Tradies
Does it recognise repeat customers?
Yes. When someone who's called before rings again, Nexwin recognises their number and already knows their recent history — so they're treated like a regular, not a stranger. Your one-person business sounds like it's got a real front desk.
Will it double-book me, or book a job I can't get to?
No. Nexwin books against your real working hours and your live Google Calendar, respects the travel buffer you set between jobs, and only books within the suburbs you cover.
What happens after a call — where do the job details go?
The moment a call ends, you get a text and email with the caller's name, number, and exactly what they need — plus a full summary, transcript, and extracted action items in the app.
Can I manage it from my phone while I'm on site?
Yes. There's a native iPhone and Android app with your full call history, transcripts, bookings, and push notifications — so you can check who called between jobs.
What if a few customers call at the same time?
Nexwin handles multiple calls at once, so nobody hits a busy tone during a rush. (Up to 5 simultaneous on Business, up to 10 on Pro.)
Can it block time-wasters and spam callers?
Yes — you can block specific numbers so they stop tying up your line.
Can it answer questions about my pricing and the areas I cover?
Yes. Nexwin learns your business — your services, pricing, hours, and service area — and answers callers the way you would.
How much does it cost, and what's included?
Nexwin AI Receptionist — Business is $249/month +GST with 600 call minutes and unlimited chat messages for normal business use, subject to the Fair Use Policy included; Pro is $499/month +GST with 1,200 call minutes and unlimited chat messages for normal business use, subject to the Fair Use Policy. Standalone Nexwin AI Chatbot is $129/month +GST. The 7-day trial includes 100 call minutes, requires a card, and becomes paid on day 8 unless cancelled.
Still Have Questions?
Our team is here to help you find the perfect AI assistant solution for your business