Frequently asked questions

It gives your business a 24/7 AI agent that answers customers on WhatsApp and your website, using only your own prices, services and policies. It captures leads with names and phone numbers, books appointments, and hands the conversation to your team the moment a human is needed.

Most businesses are live within an afternoon. You sign up, upload a price list or a few FAQs, create an agent, test it in the built-in simulator, and paste one line of code on your website. Connecting WhatsApp takes a little longer because Meta must approve your business — usually a few days.

No. If you can use WhatsApp and attach a file to an email, you can set up NELLA Engage. The only step that may need your website person is pasting the chat-widget snippet — a single line — into your site.

No. Your agents answer strictly from the documents and FAQs you upload, and every answer shows which source it came from. When the answer isn't in your knowledge base, the agent says it doesn't know and offers to connect the customer with your team instead of guessing.

English is fully supported today, and the agent mirrors the customer's language where it can. Local language support is on our roadmap — tell us which ones matter for your customers.

NELLA Engage connects to the official WhatsApp Business Cloud API from Meta. You need a WhatsApp Business Account and a phone number registered with Meta; we walk you through it and everything runs on the official API — no unofficial tools that risk your number being banned.

Yes, at any time with one click in the team inbox. The AI also hands over automatically when a customer asks for a human, sounds frustrated, or raises a topic you've restricted. You can hand the conversation back to the AI when you're done.

Yes — the voice channel answers inbound calls, speaks your agent's answers aloud, and can transfer callers to a real phone number. It requires a Twilio number to carry the calls; we help you connect it.

WhatsApp only allows free-form replies within 24 hours of the customer's last message. NELLA Engage detects this in the inbox and lets you send one of your Meta-approved template messages to re-open the conversation, keeping you fully compliant.

Plans start at GHS 250/month for one AI agent, with a 14-day free trial on every plan — no card required. Bigger plans add more agents, conversations and features. See the Pricing page for the full breakdown.

Through Paystack, in Ghana cedis — cards and mobile money are both supported. You can also top up a prepaid credit wallet for usage beyond your plan's included allowance.

Your workspace pauses: agents stop answering new messages, but nothing is deleted. Choose a plan and everything picks up exactly where it left off.

Yes. Cancelling stops renewal at the end of your current billing period — you keep full access until then, and you can export your leads and conversations at any time.

Yes. Every workspace's data is isolated at the database level with row-level security, API keys and tokens are stored encrypted, and all sensitive actions are audit-logged. Your knowledge base is only ever used to answer your own customers — never to train models or serve other businesses.

You do, entirely. Export your leads to CSV whenever you want, and contact us for a full data export at any time.