Getting Started

Accessing the Application

Welcome to NexusX CRM! This guide will help you navigate and use all features of the system.

1. Open your web browser (Chrome, Firefox, Edge, or Safari recommended)
2. Navigate to the application URL provided by your administrator
3. You will see the login page

Login Process

There are two ways to log in:

Standard Login

1. Enter your Username (usually your email)
2. Enter your Password
3. Click "Sign In"

Multi-Factor Authentication (MFA)

1. After entering credentials, a second prompt appears
2. Enter the 6-digit code from your authenticator app (Google Authenticator, Authy, etc.)
3. Or enter the code sent to your registered email/phone
4. Click "Verify"

Dashboard Overview

The dashboard is your central hub showing real-time metrics and quick access to important functions.

Key Metrics

Quick Actions

From the dashboard you can quickly:

• Create new tickets
• Add new leads
• View your assigned tickets
• Check notifications

Ticket Management

Tickets are the core of NexusX CRM. Every customer request becomes a ticket that can be tracked, assigned, and resolved.

Creating a Ticket

1. Click "New Ticket" or use the quick action button
2. Enter the subject (brief description)
3. Select the category
4. Set the priority (Low, Medium, High, Critical)
5. Add detailed description
6. Assign to an agent or leave unassigned
7. Click "Create Ticket"

Ticket Status Flow

Each ticket moves through these statuses:

• Open - Newly created, awaiting action
• Pending - Waiting for customer or third-party response
• In Progress - Agent is actively working
• Resolved - Issue has been resolved
• Closed - Ticket is completed

Ticket UID

Every ticket gets a unique ID in format TCK-XXXXXXXX (8-character hex code). You can search for any ticket using this UID.

Lead Management

Track potential customers through your sales pipeline. Leads can be converted to contacts and attached to deals.

Creating a Lead

1. Navigate to Leads from the menu
2. Click "Add Lead"
3. Enter lead details (name, email, phone, source)
4. Set lead status and priority
5. Add notes or initial interactions

Lead Statuses

• New - Just captured
• Contacted - Initial outreach done
• Qualified - Confirmed as potential customer
• Proposal - Quote or proposal sent
• Negotiation - Final terms being discussed
• Won - Successfully converted
• Lost - Did not convert

Kanban Pipeline

Visualize your sales process with drag-and-drop Kanban boards. Move deals through stages as they progress.

Pipeline Stages

Default stages include:

• Lead → Qualified → Proposal → Negotiation → Closed Won/Lost

Using the Kanban Board

1. Drag deals from one column to another
2. Click a deal card to view details
3. Add notes and activities directly
4. Set deal values and expected close dates

Supervisor Escalation System

Agents can escalate tickets that need supervisor attention. Supervisors can view, manage, and resolve escalations.

How to Escalate

1. Open the ticket you want to escalate
2. Click the "Escalate" button
3. Select escalation reason
4. Add notes explaining why escalation is needed
5. Submit the escalation

Supervisor Escalation View

Supervisors see all escalated tickets in their dashboard and can:

• Review escalation reasons
• Take ownership of escalated tickets
• Add comments or action notes
• Resolve or reassign escalations

Agent Transfer System

Transfer tickets between agents when needed. Both the transferring agent and supervisor are notified.

Requesting a Transfer

1. Open the ticket
2. Click "Transfer"
3. Select the reason for transfer
4. Choose target agent or department
5. Add transfer notes
6. Submit transfer request

Transfer Reasons

• Specialized knowledge required
• Language expertise needed
• Workload balancing
• Customer request
• Shift change

SMS Module

Send SMS messages to customers directly from NexusX CRM. All conversations are logged and linked to tickets.

Sending an SMS

1. Navigate to SMS in the menu
2. Click "Compose"
3. Enter recipient phone number
4. Type your message (160 characters per SMS)
5. Click "Send"

SMS History

View all sent and received SMS messages in the history section. Messages are searchable and can be linked to tickets.

Workflow Automation

Automate repetitive tasks with workflow rules. Triggers and actions streamline your support process.

Workflow Components

• Triggers - Events that start a workflow (new ticket, status change, etc.)
• Conditions - Rules that must be met
• Actions - What happens when conditions are met

Example Workflows

• Auto-assign high-priority tickets to senior agents
• Send notification when SLA is about to breach
• Auto-tag tickets based on keywords
• Escalate tickets inactive for 24 hours

Custom Fields

Add custom fields to tickets and contacts to capture additional data specific to your business needs.

Field Types Available

• Text (single line)
• Text Area (multi-line)
• Number
• Date
• Dropdown
• Checkbox
• URL
• Email

Managing Custom Fields

Administrators can create, edit, and delete custom fields from the Settings panel. Fields can be made required or optional.

Audit Logging

Track all changes made in the system with comprehensive audit logs. Essential for compliance and accountability.

What's Logged

• Ticket created, updated, closed
• Status changes
• Assignments
• User login/logout
• Settings changes
• Custom field updates

Viewing Audit Logs

Navigate to Audit Logs to see all system activity. Use filters to narrow down by:

• Date range
• User
• Action type
• Entity (ticket, user, etc.)

User Management

Manage user accounts, roles, and permissions. Administrators control who has access to what.

User Roles

Quality Assurance (QA) Dashboard

How QA Works

1. When a ticket is closed, the system checks for resolution proof
2. Proof is detected through customer keywords like "thank", "resolved", "fixed", etc.
3. Tickets without proof are flagged for QA review
4. Supervisors review flagged tickets in the QA Dashboard

Resolution Proof Keywords

The system detects these keywords in customer messages:

• thank, thanks
• resolved, solved
• working, fixed
• perfect, great, excellent

QA Dashboard Tabs

• Reviews - Pending QA reviews
• Closures - Recent ticket closures
• Surveys - Customer feedback
• Agents - Agent performance metrics
• Settings - Configure QA rules

Customer Surveys

Gather customer feedback automatically after ticket resolution. Three survey types available:

Survey Types

CSAT (1-5)

Customer Satisfaction score. "How satisfied were you with our service?"

NPS (0-10)

Net Promoter Score. "How likely are you to recommend us?"

CES (1-7) Exclusive

Customer Effort Score. "How easy was it to resolve your issue?" Critical for churn prediction.

Survey Triggers

Surveys are automatically sent when:

• Ticket is marked as resolved
• Resolution proof keywords are detected
• Administrator manually triggers

External Chat Widget

Add a live chat widget to your website. Customers can start conversations directly from your site.

Installation

Add this code to your website before the closing </body> tag:

<script src="https://your-domain.com/assets/js/widget.js"></script>
<script>
NexusWidget.init({
    apiUrl: 'https://your-domain.com',
    position: 'bottom-right', // or 'bottom-left'
    theme: '#6366f1' // your brand color
});
</script>

Widget Features

• Customizable colors and position
• Chat history saved to CRM
• Automatic ticket creation
• Agent notifications

API Access

Integrate NexusX CRM with other systems using our REST API.

Authentication

API requests require JWT authentication. Include the token in the Authorization header:

Authorization: Bearer <your_jwt_token>

Key Endpoints

• GET /api/tickets - List tickets
• POST /api/tickets - Create ticket
• GET /api/tickets/{id} - Get ticket
• PUT /api/tickets/{id} - Update ticket
• GET /api/qa/stats - QA statistics
• GET /api/surveys - Survey responses

See full API documentation at API Documentation.

Privacy & Data Protection

NexusX CRM is built to respect privacy by default and is aligned with the Nigeria Data Protection Act (NDPA) 2023.

Consent for Marketing

We never send marketing communications unless you have given prior consent. You can withdraw consent at any time, and withdrawing is as easy as giving it — withdrawal stops future marketing immediately and is never penalised.

Independent Channel Opt-Outs

Email, SMS, and WhatsApp each have a separate opt-out register. Opting out of one channel does not affect the others (for example, essential service messages still reach you). Every marketing message includes a working unsubscribe link.

• Email: use the link in any marketing email, or visit unsubscribe.
• SMS: reply STOP to any message, or unsubscribe online.
• WhatsApp: reply STOP, or use the unsubscribe page.

Your Data-Protection Rights (NDPA 2023)

Under the NDPA you can access, correct, export, or delete your data, object to processing, and restrict or port your data. Submit a request any time from the Data Request Center — we acknowledge and action requests within 30 days.

Who Can See Your Data

Access follows your role:

• Customers see only their own tickets, leads, and data.
• Agents see the tickets and leads assigned to them.
• Supervisors see their team's records (agents linked via a supervisor).
• Admins / Super Admins manage the organisation's configuration.

Troubleshooting

Common Issues

Can't log in

• Check your username and password
• Clear browser cache and cookies
• Try a different browser
• Contact admin if account is locked

Tickets not appearing

• Refresh the page
• Check your filters (status, priority)
• Verify you have permission to view

SMS not sending

• Verify phone number format (include country code)
• Check SMS credits balance
• Contact administrator for SMS configuration

Need More Help?

Contact your system administrator or reach out to our support team:

• Email: support@nexusxcrm.9jaoncloud.com.ng
• Documentation: FAQ
• Status Page: System Status