Documentation

Supported channels

Nero integrates with external providers so your team can communicate on every channel without leaving the app. All credentials are encrypted and stored server-side. They never leave the server.

How messages flow

Inbound (customer → Nero)

1. A message arrives via one of the providers (SendGrid, Twilio, or Slack)
2. The provider sends a webhook to Nero
3. Nero validates the request, matches it to your organization, and finds or creates a contact
4. The message is stored and enters the debounce queue (30 seconds)
5. After 30 seconds of quiet, all messages from the same contact are bundled into one task
6. AI triage automatically classifies the task (type, priority, suggested assignee)

Outbound (Nero → customer)

1. A team member clicks Reply on a task and writes a message
2. Nero routes the message to the correct provider based on the original channel
3. The provider delivers the message (email, WhatsApp, SMS, or Slack thread)
4. The message status updates to sent or failed

Contact matching

When a message arrives, Nero automatically matches the sender to an existing contact or creates a new one:

Messages from your own team members are recognized and filtered automatically. They don't create inbound tasks.

Security

• Encrypted credentials: All API keys and tokens are encrypted before storage. Only server-side functions can decrypt them at runtime.
• Isolated storage: Credentials are stored in a separate, locked-down layer. Even if the app's database access were compromised, credentials remain inaccessible.
• Signature validation: Every incoming webhook is cryptographically verified to prevent spoofing.
• Per-workspace isolation: Each workspace has its own credentials and configuration. One workspace cannot access another's data.

Setup guides