Frequently Asked Questions

Too lazy to read the FAQ? ;-) Text us! (917) 451-5515

Plans & Devices

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.

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.

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.

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!

If you are located in another country, you can still sign up if you want a US number. International customers can always text you!

We currently serve the US.

Voice calls are deactivated and won't work. Text us and let us know if you need this functionality tho! (917) 451-5515

Text us immediately! We want to know about it :D (917) 451-5515

Yes! Whether you are on a monthly or yearly plan, you can cancel at anytime by texting us. (917) 451-5515

Text us and we'll take care of it. (917) 451-5515

Getting Started & Onboarding

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.

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 :)

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.

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.

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 :)

You should broadcast them a text message prompting them to save the number and text you as needed.

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.

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.

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.

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

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

Bot & Customization

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.

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!

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! :)

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.

Sending & Receiving Text Messages

Yes, you can engage with any audience by sending individual texts or broadcast a message to many people at once.

You can send marketing messages by clicking on "broadcast" in the shared inbox or CRM.

Yes! Just click "broadcast" in the CRM or on top of the shared inbox.

You can either click on "send a text" into the CRM or "reply" in a conversation thread.

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!

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.

Yes! Their reply will appear into the conversation thread. Pretty neat :)

Yes! You can either click on "send a text" into the CRM or "reply" in a conversation thread.

We're working on it!

You can either click on "send a text" into the CRM or "reply" in a conversation thread.

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.

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!

Pretty sure it's the same thing! Right? ;-) SMS stands for Short Message Service.

MMS stands for Multi Media Service and serves to send and receive photos, sounds and videos among other things.

Yes! Photos are sent and received via MMS :D

Yes!

The number of messages you can send and received depends on the plan your subscribed.

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!

Customer Relationship Management (CRM)

Yes! Anyone texting you is automatically added to your customer directory, pending approval.

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!

Yes! If you delete a contact in your customer directory, it will automatically archive their conversation.

Yes! Just go to "Customers" and click on "Upload" in the top bar.

Yes! Just go to "Customers" and click on "+" in the top bar.

Unlimited!

Unlimited!

Shared Inbox & Team Collaboration

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! :)

Yes! Just hover any conversation and click on "Assign". Or, inside a conversation thread, click on "Assign" in the top bar.

Unlimited!

Yes! Everyone is welcome and it's the same price :D

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

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.

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.

Unlimited!

Data & Privacy

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.

We keep it safe with a certain level of encryption. We do not sell it to any third party and will never do that.

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.

Our Terms of Service and Privacy Policy are very clear on this: we are not and will not sell your data today, tomorrow or in the future. This is not our business model. We strongly believe your data is yours and you are in control of it.

Text us and we can do it for you if this is really necessary. (917) 451-5515

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.

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.

General & Support

We are based in New York, at the JVP Hub in Soho :) JVP Hub, 122 Grand St, 10013 New York, NY

We are unique because we are the first platform to centralize sales, marketing and customer success all through SMS messaging.

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.

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.

Before signing up: expect a reply in 24h most of the times After signing up: expect a reply in 1h most of the times.

We are real humans like Mr. Smith. Muahahahah!!!

Of course he is :D

Text us! (917) 451-5515