Frequently Asked Questions
What industries are you working with?
We are working with small businesses such as B2C Tech, eCommerce, Brick-and-Mortar looking to do more business online, and even social media influencers looking to engage with their audience through 2-way texting.
Do you have a mobile app?
We deliberately don't, so you and your customers are not bothered by our regular updates. Our platform is web-based and fully compatible with any device and browser. On laptop and computer, we suggest you add a shortcut into your favorite browser, or you can leave the tab open as well. On smartphone and tablet, we suggest you add a shortcut on your screen, it will look like an app and will open your default browser when clicking on it.
Can I manage everything from my mobile and tablet?
Yes! Our platform is compatible with all devices, brands and browsers. On smartphone and tablet, we suggest you add a shortcut on your screen, it will look like an app and will open your default browser when clicking on it.
What if I go beyond my plan limit?
You can't. We will notify you automatically if you're approaching your monthly limit, and you can decided to upgrade or ask for more credits. In any case, don't hesitate to text us. Support is free!
What if my company is outside the US but our audience/customers are located in the US?
If you are located in another country, you can still sign up if you want a US number. International customers can always text you!
What countries do you currently serve?
We currently serve the US.
What happens if someone calls the business phone number?
Voice calls are deactivated and won't work. Text us and let us know if you need this functionality tho! (917) 451-5515
What if I need a feature or functionality you don't seem to have?
Text us immediately! We want to know about it :D (917) 451-5515
Can I cancel anytime?
Yes! Whether you are on a monthly or yearly plan, you can cancel at anytime by texting us. (917) 451-5515
How do I close my account?
Text us and we'll take care of it. (917) 451-5515
Can I try Neo for free without signing up?
You can text us with any questions and have a taste of Neo! (917) 451-5515 We strongly suggest you sign up for the free trial to experience all the capabilities by yourself.
Can I request a local phone number or do you assign numbers randomly?
We assign local phone numbers as much as possible when available. At least, we try to assign numbers that are in your state. At most, we'll manage to assign you a number corresponding to the town or county your business is located in :)
Can I keep my current phone number?
We prefer not, especially if they were used for calling. Technically we can port a number and will review on a case-by-case basis, subject to a fee.
Can I get multiple numbers?
Of course! As many as you want. Just keep signing up and we'll keep giving you numbers! There is no limit on how many numbers you can get and how many accounts you can keep open at the same time.
Where should I display the phone number?
You should display the phone number on your website, social media, and any marketing material. You can display "Text us! (XXX) XXX-XXXX" and/or use the snippet we provide you after onboarding :)
How should I notify my current customers of my new SMS phone number?
You should broadcast them a text message prompting them to save the number and text you as needed.
Do you sync with eCommerce platforms such as Shopify or Magento?
Our platform allows for exporting and importing data such as customer contacts, staff contacts, and conversations. We do not sync with eCommerce platforms in real-time at the moment.
Do you sync with CRMs such as Hubspot or Salesforce?
Our platform allows for exporting and importing data such as customer contacts, staff contacts, and conversations. We do not sync with external CRMs in real-time at the moment.
Do you sync with excel sheets such as Airtable or Google Sheets?
Our platform allows for exporting and importing data such as customer contacts, staff contacts, and conversations. We do not sync with sheets in real-time at the moment.
Do you have an open API?
We are working on it, and would appreciate very much if you sign up and help us understand what you exactly need in terms of API :D
Do you integrate with Zapier?
We are working on it, and would appreciate very much if you sign up and help us understand what you exactly need in terms of integrations :D
Why do I need a chatbot by SMS?
You need Neo, the SMS bot, for at least 3 reasons:
1. It asks and saves contact details automatically for you into your CRM. 2. It provides your brand experience 24/7 to your customers and audience without installing anything. 3. It gives an immediate response to your audience so they know their message is getting into account.
Can I personalize the bot?
Yes! That's the best part: you can choose what fields and questions to ask your customers, and what you want to tell them. You're in control of the whole process: you can keep the default questions or change everything to suit your company and brand!
Can I add and remove fields to personalize the bot conversation?
Yes, you can choose which fields you want to keep and ask your customers, such as name, email, call to action, etc. You can modify the questions themselves, such as changing "How can I help you?" into "Wazaaaaaaa???" or get rid of the question entirely. Everything is up to you! :)
How does Neo works if I want to manually respond?
All messages are centralized into a customer conversation. You can manually send text messages or reply to a customer at any time. Messages from you, from the bot, and from the customer are all centralized into a conversation thread and organized chronologically, like your regular text message app.
Can I use Neo to engage with my audience?
Yes, you can engage with any audience by sending individual texts or broadcast a message to many people at once.
How do I use Neo for marketing?
You can send marketing messages by clicking on "broadcast" in the shared inbox or CRM.
Can I broadcast a text to several people?
Yes! Just click "broadcast" in the CRM or on top of the shared inbox.
How do I send a text to one person?
You can either click on "send a text" into the CRM or "reply" in a conversation thread.
Can I use Neo for customer care? Customer service? Customer success?
Yes, yes and yes!!! Neo helps you along the whole customer journey and sales cycle: First, Neo asks and saves unknown texters' details automatically into your CRM the first time they text. Second, you can initiate and answer conversations at any time during the sales cycle. Third, customers can text you after a purchase for any question or concern, using the very same number. They'll be recognized and greeted by Neo personally for ever!
Can people answer Neo?
Yes! Whether you send individual texts or broadcast a message, your audience can reply to the texts. Any reply and all messages sent by you will always appear into the customer's conversation thread.
When I broadcast a message, can people answer individually to the message?
Yes! Their reply will appear into the conversation thread. Pretty neat :)
Can I answer customers manually?
Yes! You can either click on "send a text" into the CRM or "reply" in a conversation thread.
Can I answer customers by bulk?
We're working on it!
How do I follow up with a (potential) customer?
You can either click on "send a text" into the CRM or "reply" in a conversation thread.
What is the maximum length of messages I can send?
Most phones can send and receive messages of up to 1,600 characters. Few older phones will be limited to 160 characters, but that's very uncommon nowadays.
Can I send offers and coupon codes?
Yes! You can send offers and coupons to individuals and groups by clicking on "send a text· into the CRM, "reply" in a conversation thread, or "broadcast" in the shared inbox or CRM. Sending offers and coupons code by SMS is the best way to convert customers and generate sales!
What is the difference between a text and an SMS?
Pretty sure it's the same thing! Right? ;-) SMS stands for Short Message Service.
What is an MMS?
MMS stands for Multi Media Service and serves to send and receive photos, sounds and videos among other things.
Does your system supports photos?
Yes! Photos are sent and received via MMS :D
Can I send hyperlinks and URLs?
How many messages can I send or receive?
The number of messages you can send and received depends on the plan your subscribed.
What if I go abroad, can I still send and receive messages in my shared inbox?
Yes! You are not limited by borders. Your shared inbox is web-based and available online from anywhere in the world. Messages are sent and received the exact same way whether you are located in the US or decided to spend the month in Fiji. Enjoy!
Are new prospects added to my CRM automatically by Neo?
Yes! Anyone texting you is automatically added to your customer directory, pending approval.
Can I approve new prospects before they get added to the CRM by Neo?
Yes! When new phone numbers are added to your CRM, you'll immediately see a red dot on top of the "Customer" tab. Go to "Customers", then click on the red dot. It will open the drop down and you'll see all the new numbers and names waiting for your approval. Click on "Confirm", edit their name and info if needed, and that's it!
If I remove a contact from the CRM, does it remove their conversation as well?
Yes! If you delete a contact in your customer directory, it will automatically archive their conversation.
Can I upload a contact list with hundreds or thousands of contacts?
Yes! Just go to "Customers" and click on "Upload" in the top bar.
Can I add contacts one by one?
Yes! Just go to "Customers" and click on "+" in the top bar.
How many contacts can I add under "customers"?
How many conversations threads can I have?
How can I invite my team members to Neo?
Easy: go to "Staff" and click on "+" in the top bar. Be aware: you can invite them by SMS or Email, you can choose the option right after clicking the "+" button. We highly recommend inviting your staff members by SMS! :)
Can I assign a conversation to a member of my team?
Yes! Just hover any conversation and click on "Assign". Or, inside a conversation thread, click on "Assign" in the top bar.
How many staff and team members can I add on the platform?
Can I add my entire staff and team?
Yes! Everyone is welcome and it's the same price :D
Will staff members get notified when I assign them a conversation?
Yes! They can be notified by email and/or SMS. We strongly recommend SMS notifications. Text us at onboarding to check and change the type of notifications you'd like! (917) 451-5515
How do I use tags?
You can add any tag you want or no tag at all! It's really up to you, and we suggest to use tags as customer status such as "Prospect", "Lead", "Customer", etc.
Can I add my own tags and colors?
Yes! In the shared inbox and any conversation thread, click on "Add tag", type your tag name, pick a color and boom! We suggest to use tags as customer status such as "Prospect", "Lead", "Customer", etc.
How many tags can I add?
Can people see each other's number when I broadcast an SMS my audience? Or does the SMS get sent individually to each person?
No! Don't worry, no one will see each other's phone number when you broadcast an SMS. You can broadcast a text message to 100 people, they will all get an individual text on their phone. This is NOT a group text.
What do you do with my data?
We keep it safe with a certain level of encryption. We do not sell it to any third party and will never do that.
Do you sell my data to third parties?
We do not sell any of your data to third parties and will never do that. That is not our business model. Data privacy is the backbone of Neo: your data is yours and yours only.
What prevents you from selling my data in the future?
Can I block some numbers?
Text us and we can do it for you if this is really necessary. (917) 451-5515
Is my payment info and data secure?
Yes, your payment info and data is secure. We do not process or keep any of the payment data ourselves. We use Stripe, which is one of the largest and safest payment processors in the World. We do not have access to your payment info ourselves.
How do you fight against spam though?
We have a certain number of security layers in case of spamming, including some safeguards in case of a catastrophic attack. Security is our utmost priority.
Where are you based?
We are based in New York, at the JVP Hub in Soho :) JVP Hub, 122 Grand St, 10013 New York, NY
What makes you unique?
We are unique because we are the first platform to centralize sales, marketing and customer success all through SMS messaging.
How do I get support once I sign up?
1. You can refer to this FAQ (pretty ironic if you're reading this hehe) 2. You can text us 24/7! (917) 451-5515 3. You can book a meeting with our CEO, link will appear on your dashboard after signing up.
Can I talk to someone in your team if I have questions?
Yes! You can text us 24/7! (917) 451-5515 If you are an existing customer, you can also book a meeting with our CEO. Find the link under "Support" at the bottom left corner in your dashboard.
How long does it take for you to answer my texts?
Before signing up: expect a reply in 24h most of the times After signing up: expect a reply in 1h most of the times.
Does your team include any real people or are you all artificially intelligent entities looking to conquer the world like in the Matrix?
We are real humans like Mr. Smith. Muahahahah!!!
Is Neo the one?
Of course he is :D
Not seeing your question?
Text us! (917) 451-5515