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. N-Voice is an AI phone receptionist that answers every call, books appointments, and handles customer enquiries 24/7. N-Chat 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?
Most businesses are live the same day. Sign up, fill in your business details, connect your Google Calendar, add your knowledge base content, and hit Publish. Our White-Glove Onboarding team is also available to configure everything with you over a Zoom call if you'd prefer hands-on help.
Do I need any special equipment or software?
No special equipment needed. N-Voice gets a dedicated Australian phone number provisioned for you — no hardware changes to your current phones. N-Chat 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! We offer a 7-day free trial so you can test Nexwin before committing. Your card is verified at sign-up, but you are not charged until the trial ends. You can also try a live N-Voice demo right now on our website, or book a free walkthrough with our team to see how it works for your specific business.
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.
N-Voice Phone Assistant
Do you offer Australian voices and terminology?
Yes! N-Voice 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.
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?
Yes! N-Voice can manage appointment scheduling, answer product questions, provide pricing information, handle FAQs, and even forward urgent matters to your team. It understands context, can handle interruptions, and maintains natural conversation flow just like a human receptionist.
How many simultaneous calls can N-Voice handle?
Basic plans support up to 5 simultaneous calls and Pro plans handle up to 10 at once. No more busy signals — every caller gets immediate professional attention during peak times.
Can callers tell it's an AI?
Our AI voices are highly natural and professional. Many callers complete their entire conversation without realizing they're speaking with an AI. We believe in transparency, so the AI can introduce itself as your AI assistant if you prefer, but it's not required.
Can N-Voice 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.
N-Chat Website Chat Widget
What is N-Chat and where does it appear?
N-Chat 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?
Each N-Chat plan includes a generous monthly message allowance — 5,000 on Basic and 10,000 on Pro. Your 7-day trial includes 1,000 AI chat messages. If you exceed your allowance, additional messages are billed at a low per-message rate ($0.15 on Basic, $0.10 on Pro). Enterprise plans include unlimited messages under a fair-use policy.
How quickly does N-Chat respond?
N-Chat responds to visitor messages instantly — typically within a couple of seconds. Visitors get answers around the clock, even at 3am on weekends, improving satisfaction and reducing lost leads.
Can I customise the look of N-Chat?
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. Changes take effect immediately, and we'll prorate your billing accordingly. 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 N-Chat on your website if needed.
Can I see transcripts of all conversations?
Yes. Your dashboard includes complete transcripts of all calls and chat conversations. N-Voice 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 answer customer questions accurately. 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 by Retell AI 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?
If the AI doesn't know the answer, it says so honestly rather than guessing. For voice calls, it offers to transfer the caller to your team or take a message. For chat, it lets the visitor know they can call you directly. You can also add the missing information to your knowledge base so the AI handles it correctly next time.
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 Savings & ROI
How much does a missed call actually cost?
Every unanswered call is a potential customer who called a competitor next. A single missed booking — whether it's a restaurant table, a salon appointment, or a tradie job — can easily be worth $100–$1,000+. N-Voice pays for itself if it captures even one extra booking a month.
How does Nexwin compare to hiring a receptionist?
A part-time receptionist in Australia typically costs $25–$35/hour. Nexwin costs a flat monthly fee with no wages, superannuation, leave, or sick days — and it answers calls 24/7, including weekends and public holidays. For most small businesses, the maths is straightforward.
What's the typical setup time before I start seeing value?
Most businesses are live the same day they sign up. Once published, the AI starts answering calls immediately. The biggest time investment is filling in your knowledge base — the more detail you add about your services, pricing, and FAQs, the better the AI performs from day one.
What happens to leads captured outside business hours?
N-Voice can take a message and promise a callback, or direct callers to leave a voicemail — whichever you configure. All call transcripts are in your dashboard so you can follow up every lead the next morning. N-Chat captures website visitor details the same way, 24/7.
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 you subscribe to a paid plan. No surprise charges — the trial doesn't convert automatically. Subscribe when you're ready and your AI resumes immediately.
How do I cancel my subscription?
Cancel anytime from your dashboard — no fees, no phone calls needed. You can cancel immediately (with a prorated refund) or at the end of your current billing period. 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 $0.50/min (Basic) or $0.40/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.
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 medical and dental practices?
Many healthcare providers use Nexwin for appointment scheduling and general patient inquiries. The AI can be trained on your services, FAQ, and availability. If you have specific compliance requirements for your practice, contact us before subscribing so we can discuss your needs.
Can restaurants use Nexwin for reservations?
Yes. Restaurants, cafes, and bars use N-Voice 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! N-Voice can handle calls after hours, schedule appointments, answer common questions, and capture job details before your technicians arrive. N-Chat 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 or Outlook 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 Basic, 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?
Phone plans start at $249/mo + GST with 500 call minutes included and a dedicated Australian number; website chat starts at $124/mo. Every plan has free setup and a 7-day free trial. (The trial includes 100 call minutes; the paid plan includes 500.)
Still Have Questions?
Our team is here to help you find the perfect AI assistant solution for your business