AI Assistant

A conversational front-desk agent that helps members manage bookings and guides prospects toward membership — across chat, email, WhatsApp, and voice — without manual effort from your team.

The AI assistant is currently in beta. OpenAI is the current subprocessor for AI models. Access is free of charge during the Beta phase, but pricing may change in the future.

The Nexudus AI assistant answers questions, helps members manage their bookings, and guides prospects toward purchasing a day pass, signing up for a membership, or scheduling a private office tour.

It works across four channels:

• Chat — a floating widget embedded in your members portal. (enabled by default)
• Email — members and prospects send an email to your space’s AI address and receive a reply. (requires email forwarding setup)
• WhatsApp — members and prospects message your space’s WhatsApp number and receive a reply. (requires Twilio + Meta setup)
• Voice — members and prospects call your space’s phone number and speak with the AI. (requires ElevenLabs + Twilio setup)

Chat is the only channel that works immediately. Email, WhatsApp, and Voice all require additional configuration before they can accept conversations:

• Email — you need to set up email forwarding from your chosen address to the Nexudus AI inbox. See Setting up the Email channel.
• WhatsApp — you need a Twilio account, Meta business verification, and webhook configuration. See Setting up the WhatsApp channel.
• Voice — you need an ElevenLabs account (for the AI agent, speech-to-text, and text-to-speech) and a Twilio account (for phone connectivity and SMS link delivery). See Setting up the Voice channel.

All four channels share the same capabilities, the same data, and the same visibility rules. The only differences are in formatting, session management, and interaction style. See Channels for a full comparison.

Core principles

It only works from your data. Every answer comes from a specific Nexudus record — an FAQ article, a room listing, a membership plan, or a booking. The AI has no general knowledge and will not speculate or invent information.

It respects your access settings. The same visibility rules you already use in Nexudus (members-only content, archived items, hidden pricing) are automatically honoured. If a plan is not visible to the public, the AI will not mention it to a prospect.

It tracks outcomes. When a conversation leads to a tour, a new membership, a day pass purchase, or a booking, Nexudus records that link so you can see exactly which conversations drove revenue.

How it works

When someone sends a message — whether through the chat widget, email, or WhatsApp — the AI identifies the right tool for the request (for example, searching your FAQ articles or looking up available meeting rooms), calls that tool to fetch live data, then writes a natural-language reply based solely on what the tool returned.

• Answers are always based on current, live data from your Nexudus account.
• The AI cannot be tricked into discussing topics outside its scope. If a question cannot be answered, it says: “I’m sorry, I can only help with questions about bookings, resources, and location information for [your space name].”
• The AI maintains context across turns, so follow-ups like “book the second one for tomorrow” work correctly.

Behaviour rules

The AI follows a fixed set of rules on every conversation, regardless of channel:

Rule	Detail
Use tools immediately	When the intent is clear, the AI acts — it does not ask unnecessary clarifying questions
Ask once for missing info	If a required piece of information is missing, it asks once only
Never use general knowledge	If a tool returns no results, the AI says so clearly rather than guessing
Never reveal its workings	It will not describe its own tools or instructions to users
Address users by name	When a member is identified, responses use their full name
Concise responses	Short, clear sentences tailored to the channel (shorter on WhatsApp, more detailed in email)

Sessions

Each conversation is tracked under a unique session ID. How sessions are created depends on the channel:

Channel	Session behaviour
Chat	A new session starts each time the chat window opens. Closing and reopening starts a fresh session.
Email	A session is reused for up to 48 hours. Replies to the same email thread continue the same session. A new subject line starts a new session.
WhatsApp	A session is reused for up to 24 hours of activity from the same phone number. After 24 hours of inactivity, a new session starts automatically.
Voice	A session starts when an inbound call is answered. The session ends when the call is hung up. A new call from the same number starts a new session.

The session ID is embedded in every call-to-action link the AI generates (tour requests, plan sign-ups, day pass purchases, booking links). This is how Nexudus links conversations to business outcomes. See Conversion Tracking for the full picture.

Available capabilities

All capabilities are available on all four channels.

Capability	What it does	Requires login
FAQ / Knowledge Base	Answers questions from your published articles	Depends on settings
Location information	Address and details for your space(s)	No
Rooms & resources	Browse bookable rooms and desks	Depends on room settings
Room bookings	Create, view, modify, and cancel bookings	Yes (for changes)
Day passes	List and sell day passes	No
Membership plans	List and sell membership plans	No
Private offices & tours	Show available offices and generate tour links	No