Nex Order Support
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WhatsApp Business Platform · Cloud API

The messaging layer
between your store
and your customer

Nex builds and operates the WhatsApp infrastructure that sits behind a modern e‑commerce business — order confirmations, courier updates, support replies, opt‑in marketing — engineered around Meta's policy, not against it.

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01 Throughput
99.7% Webhook → first message latency under 4 seconds across the last 30 days.
02 Quality rating
High Maintained on every active sender we operate.
03 Channels
  • Shopify
  • WooCommerce
  • PostEx
  • TCS
  • Trax
  • Custom API
04 Footprint
PK Karachi-based, serving brands across Pakistan with a single regulated sender.
// Platform

Four products. One sender.

A focused stack for brands that need to talk to customers reliably, politely, and within the rules. We build the flows; we hold the number; we keep the signal clean.

01 Automation

Order & receipt flows

The instant a checkout fires, the customer gets a structured WhatsApp message — line items, total, expected window, tracking link. Built on approved Utility templates with brand variables per store.

  • Shopify · WooCommerce · custom storefront webhooks
  • Variables for order ID, customer, product, total
  • Per-store styling within a single sender
02 Automation + Human

Conversational support

The "where is my order" tier of questions is answered automatically inside an open service window. Anything ambiguous is escalated to a human operator with full context attached.

  • Intent-matched replies for the top 20 enquiries
  • AI usage disclosed in the first message of an exchange
  • Live handover · English / Urdu / Roman Urdu
03 Automation

Delivery status pipeline

Each event from your courier — dispatched, in transit, out for delivery, delivered, returned — translates into a Utility template at the moment it happens. Reschedule and reattempt loops live in the same thread.

  • Webhook-driven from PostEx · TCS · Trax · Leopards · M&P
  • Conditional flows for failed delivery
  • Customer-facing reschedule inside the chat
04 Infrastructure

Multi-store routing

One number. Many brands. Each store keeps its own voice in the message body while sharing the operational economics of a single regulated sender.

  • Per-store template namespace and routing
  • Brand tokens injected into Utility templates
  • Centralised opt-in ledger across storefronts
// Workflow

From handshake to live channel.

We do not skip the steps Meta has set. We do not enrol numbers under false pretences. The path from kickoff to live is documented and observable.

  1. 01 ~ 2 working days

    Discovery & eligibility

    We review your storefronts, current order volume, courier integrations, and existing customer messaging. We confirm the use case fits inside Meta's Business Messaging Policies.

  2. 02 5–10 working days

    Verification & setup

    Meta Business Account connection. Display name submission. Two-factor authentication enabled. Number registered to the WhatsApp Business Platform Cloud API. Nothing off-grid.

  3. 03 3–7 working days

    Templates & consent

    Utility and Authentication templates drafted, submitted, iterated. Opt-in language wired into your checkout and account pages. Every contact in the ledger gets a recorded source.

  4. 04 Ongoing

    Operation & observability

    Webhooks translate into messages. Inbound replies are answered during stated hours. Quality rating, message volume tier, and policy health are monitored daily; you receive a written report each month.

// Preview

A thread, end to end.

An illustrative exchange showing the kind of messages an automated flow on Nex produces. The order number and product are made up for demo only; no real customer is shown.

// Trust

The rules we operate inside.

Every automation we run sits inside Meta's Business Messaging Policies, the WhatsApp Commerce Policy, the Business Solution Terms, and the AI-Assisted Business Messaging Guidelines (January 2026). These aren't slide decoration. They're the working rules.

i

Consent before contact

No marketing template ever reaches a contact without recorded, granular opt-in. The ledger is auditable per phone number.

ii

Honest categorisation

Templates are submitted under the category that reflects their actual content. We do not disguise marketing as utility.

iii

AI disclosure

Where AI drafts a response, the customer is told within the first message of that exchange, in plain language.

iv

Human path

Every conversation has a clearly accessible route to a human operator, in line with Meta's January 2026 guidance.

v

Calling rules

Outbound voice calls require an explicit Call Permission Request. We do not initiate Business-Initiated Calls without one.

vi

Data minimisation

We process the minimum data necessary to deliver the service. Conversation logs are retained for 90 days, then purged.

// FAQ

The questions we get asked.

Short answers. If something is missing, ask us directly on WhatsApp.

Is Nex a software product I install, or a service you operate?

A service. We are the registered account holder and operator for the WhatsApp number on which messages are sent and received. You host nothing. You retain ownership of your customer data; we hold it in trust for the duration of the engagement.

Will customers see our brand or yours in the chat header?

The header reflects the WhatsApp display name configured on the number. For a multi-store operator on a single number, the header reads Nex — and the message body identifies the originating store. Where appropriate, we can also operate a number registered to your own brand on your behalf.

What does it cost to send a message?

Meta charges per message delivered, by category and recipient country. Under the per-message pricing model in effect from 1 July 2025, Service messages and Utility templates inside an open service window are free. Marketing and Authentication templates are charged at the published Meta rate. Nex charges a flat monthly operating fee; we do not mark up Meta's rates.

Do you send promotional broadcasts?

We will send approved Marketing templates to contacts who have explicitly opted in to marketing communications, at a frequency you specify, within the Marketing Messages API quotas. We will not send promotional content to a contact who opted in only for transactional updates. The distinction is maintained per phone number.

What are your hours, and what is the response time?

Automations operate 24/7. Live human responses are 09:00–22:00 PKT, seven days. Outside those hours, customers receive an automated acknowledgement disclosing that a person will respond the following morning, while the service window remains open. We target a first-human-response time of well under five minutes during stated hours and report the actual figure monthly.

What happens to a customer's data?

The minimum necessary data — phone number, name, order reference, transcript — is processed to deliver the service. It lives on encrypted infrastructure, retained for 90 days from last interaction, then deleted. Customers may request access or erasure by replying STOP, or by contacting us at the address below.

Can a customer opt out at any point?

Yes. A reply of STOP, UNSUBSCRIBE, or BAND (Roman Urdu) immediately removes the contact from all future template sends. The opt-out is recorded with a timestamp in our consent ledger and honoured across every store on the account.

Are you able to call our customers on WhatsApp?

Inbound calls from customers are accepted during stated hours and are free of charge under WhatsApp's pricing for user-initiated calls. Outbound calls require a Call Permission Request to be sent and approved first, and are made only when a written conversation is no longer adequate.

// Contact

Talk to a human.
Same number. Same channel.

Reach the team directly on WhatsApp or pick up the phone. Live response 09:00–22:00 PKT, seven days. Outside hours, leave a message — we reply at the start of the next window.

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