Our most frequently asked questions

Lixsa is a conversational AI agent oriented to sales and support that converses naturally, understands context, and resolves tasks (not just 'answers questions'). It doesn't work with rigid trees, but with objectives and actions (taking orders, resolving incidents, qualifying leads, etc.).

E-commerce (fashion, wine, tools, etc.), restaurants and hotels, real estate, online training, and more. Lixsa is multi-vertical and adapts to each sector's process.

WhatsApp, Instagram Messenger, Facebook Messenger, and Webchat (and centralizes all conversations in a single inbox).

Lixsa converses natively in several languages (es/en/pt/it/fr/de, among others), also understands audios and responds with text.

Yes. It can attend outside business hours, follow up, and close sales (for example, creating orders and sending payment links).

Create your account, connect your e-commerce/CRM (e.g. Shopify) and add key business information. Test everything in the Playground before opening real channels.

It's the information Lixsa learns: policies, processes, catalog (text and images), PDFs and URLs. The clearer it is, the better it responds.

Yes. You can customize name, introduction style, and tone (more serious or friendly).

Yes. Members with roles (administrators and employees) and restricted access. Lixsa escalates conversations to the appropriate person.

Yes. There is a free plan (ideal to start) and, when moving to a paid plan, a 7-day trial; you can cancel at any time.

It depends on the stack. With Shopify it's very agile (installation from Lixsa and testing in Playground before connecting channels).

Yes. It transcribes customer audios and analyzes images (colors, types, variations) to respond and recommend better.

Yes. It creates orders (e.g., in Shopify) and sends payment link or instructions, adding notes if data is missing (like apartment number).

Yes. You can activate abandoned carts and a post-purchase message to confirm shipping data and avoid errors.

Yes. It resolves standard issues and escalates to a human when necessary, assigning to the right member.

It maintains short/medium/long term memory to provide continuity, avoiding repeating steps for the customer.

Yes. You can deactivate Lixsa in a conversation or across the whole account and respond manually.

Yes. Direct messages arrive in the same inbox; currently one Instagram account per store.

Yes, it's part of the supported channels along with WhatsApp, Instagram and Facebook.

Yes. You can prioritize products (to push them) or not offer them if you're not interested in that channel.

Yes. With your store connected it sends the purchase confirmation, asks for any missing shipping details and, when the order ships, sends the tracking number so the customer knows where it is.

A Meta business account and Lixsa will connect simply to establish the WhatsApp connection in a few clicks.

Yes. You can connect it through coexistence and keep using it in your WhatsApp Business app at the same time, as long as your Meta business account allows it. If you would rather migrate the number to the API, that also works: in that case it has to be verified (SMS/call code) and you stop using it in the app.

Coexistence lets Lixsa and your team work on the same WhatsApp number: the AI replies through the API while you keep seeing and writing from the WhatsApp Business app. We enable it whenever your Meta business account allows it, and you can pause Lixsa in a specific conversation to reply yourself.

Yes, it is one of the most common use cases. Your click-to-WhatsApp ads open the chat, Lixsa replies instantly, answers product questions, creates the order in your store (Shopify, for example) and sends the payment link so the customer can buy. It then asks for any missing shipping details (name, phone, address) and, once the order ships, sends the confirmation and the tracking number.

A conversation groups all messages between customer and business for 24 hours from the first message.

When you start the conversation first, unlike other platforms, Lixsa does not require you to create any templates.

Yes. They depend on the business verification in Meta (e.g., unverified ~250/day; verified from ~1,000/day and increasing with use and reputation).

In Lixsa you will see and manage conversations starting from the connection. (Meta's policies for their API do not bring previous mobile app chats to third-party inboxes).

WhatsApp Business Platform operates with a 24-hour customer service window. That window counts from the last message sent by the customer. If 24 hours pass without the customer writing, the window is considered closed and 'normal' messages can no longer be sent. When the window is closed, WhatsApp only allows contacting the customer with a 'template' message that is pre-approved by WhatsApp/Meta. This exists to prevent spam and ensure outbound messages comply with platform policies. Since you won't be able to send a second 'normal' message to correct or add information when the window is closed, we ask that your message includes everything necessary before sending. Once the template is approved and delivered, the customer can respond and the window will re-open.

They are billed separately, based on the volume sent and the template rates that apply. We invoice them ourselves (you pay nothing to Meta) and we usually assist you in your first campaigns to maximize results.

Yes. If you use Shopify, it syncs with your audience segments. Also, you can upload your audiences from a CSV file.

Yes, and we help you get it: for example, send an email with a button to WhatsApp so the customer subscribes with a message like 'I want to subscribe to the list'. They get tagged to segment securely.

Yes, from Lixsa. If not, our team helps you and suggests conversational messages (better performance than direct 'spam').

A personalized, conversational tone like 'letting you know what you were looking for is here... tell you more?' converts better than cold messages with just discounts.

For messages outside the 24h window or to start a conversation, yes. Lixsa manages creation and sending, and approval can take a few minutes.

Yes, Lixsa imposes no geographical restrictions; Meta's policies for the number/origin apply. We advise you on reach and reputation best practices.

Lixsa can attribute sales or reservations generated through the campaign as well as interactions, and you can see it in the analytics dashboard.

You install the Shopify skill from Lixsa; the catalog (with images), policies and pages are synchronized, and Lixsa can create orders and add notes when data is missing.

Lixsa integrates with WooCommerce, PrestaShop and Magento via plugin very simply and directly, synchronizes contents, product catalog.

We integrate with Restoo.me to cover reservations/experiences. Customers can request reservations via WhatsApp, Facebook Messenger or Instagram Messenger. It also sends confirmation messages and reminders.

Lixsa integrates with Gorgias and allows opening and managing tickets on the platform just as any team member would.

We integrate with Walcu (CRM for automotive) to qualify and conversational follow-up on leads.

Yes, we integrate with HubSpot for lead qualification, conversation summaries, contact creation, ticket management.

Yes. We have an API and accelerate integrations using connectors when appropriate, maintaining data quality.

A conversation is all interactions with a customer within 24h of the first message. It is the simple and transparent consumption unit.

No. They are billed separately and invoiced at the time of sending, based on the volume and the template rates that apply. We invoice them ourselves: you never pay Meta directly.

Start with the free plan to validate volume/fit and, when you need it, upgrade to a higher plan.

Yes. You can upgrade/downgrade and cancel at any time from your account. (If you sent campaigns, those are billed at the time of sending).

Yes. If you exceed the expected usage of standard plans, we design a custom plan for your company.

Yes. The connection and the cost of the messages and templates of your day-to-day support are included in your fee: no separate licences and nothing to pay to Meta. Only mass campaigns are billed separately, and we invoice those too.

You can continue managing already open conversations; to start new ones outside the window or campaigns, upgrade plan/package. We guide you to choose the best option.

Lixsa applies data minimization and access control. It does not massively sync customer/order databases: it queries customer data in real-time in your e-commerce/CRM when needed, reducing exposure of sensitive data.

Training data and conversations are stored to operate and improve the service. Your team accesses according to roles and permissions; our support team can review conversations to help you optimize (we inform customers).

For security, Lixsa verifies the number: it only shows order details if the customer writes from the same phone they purchased with. If not, it escalates to a human.

Yes. We offer subscription flows (e.g., from email to WhatsApp) and tagging to segment only contacts who gave permission.

Yes. Invite your team with an employee role (restricted access) or administrator (full), and define availability/routings.

They are processed to understand the request (transcription/vision) and act. You can disable features if your case requires it.

We work with providers aligned with European framework requirements and share security/DPA documentation upon commercial request. In addition, Lixsa minimizes copying customer data by relying on source queries.