Hello Contact Center

🎥 Watch the Intro Video

Kickstart your Hello journey with a quick 2-minute overview of its features and setup process.

▶ Watch Introductory Video →

Your 5-Step Quick Start Checklist

1. Connect Your Channels

Integrate voice (IVR), Email, WhatsApp, Instagram, Facebook, Twitter, and website live chat into one inbox.

Integration Guide →

2. Explore the Hello Interface

Get familiar with the Inbox, Tickets, Analytics Dashboard, and Chatbots panel.

UI Overview →

3. Configure Inbox Settings

Assign agents, set workflows, and automate responses.

Inbox Setup →

4. Track Performance with Analytics

View ticket trends, response rates, and team performance with the smart dashboard.

Analytics Guide →

5. Set Up AI Chatbots

Deploy ready-made chatbot templates or create custom flows for automation.

Chatbots in Hello →

Need More Help?

• Book an onboarding session:

  Schedule Now →

When you first enter the Hello Contact Center, the screen is organized into three horizontal sections, each designed to streamline your support workflow:

1️⃣ Navigation Menu (Left Panel)

Located on the left side, this vertical menu allows you to quickly navigate across key modules. It’s divided into the following sections:

• Chats

  – View and manage all ongoing conversations.

• Filters

  – Apply filters to sort tickets by channel, agent, priority, and more.

• Analytics – Access performance metrics, response times, resolution rates, and other insights.

• Manage – Configure user roles, teams, channels, chatbot settings, and more.

2️⃣

Ticket Panel

(Middle Section)

This is the central area displaying all incoming tickets from your connected communication channels — including WhatsApp, email, Instagram, and others.
Tickets are organized by status:

• Open – Tickets that need attention.

• Snoozed – Temporarily paused tickets.

• Closed – Resolved or completed tickets.

3️⃣ Chat Window (Right Panel)

This dedicated section opens a detailed view of each selected ticket. Here, agents can chat with users, view message history, and access quick actions like assigning, tagging, or replying with saved responses.

🎫 Tickets in Hello

Once an inbox is integrated with a communication channel (like WhatsApp, Email, Instagram, etc.), all incoming messages from that channel appear under the Tickets section in Hello.

📌 Ticket Status Categories

Each ticket is categorized under one of the following statuses:

• Open – Indicates a new/unread ticket or an ongoing conversation.

• Snoozed – Temporarily paused by an agent for follow-up later.

• Closed – The customer’s issue has been successfully resolved.

Agents can select and view ticket conversations in detail in the right panel of the Hello screen.

🧾 Ticket View Overview (As shown in the screenshot below)

Left Side:

• Displays the name of the customer who raised the ticket.

Right Side Icons:

• 👤 Person Icon – Assign the ticket to a specific agent.

• ⏸️ Snooze Icon – Snooze the ticket for a set duration.

• ✅ Close Icon – Mark the ticket as resolved.

• ℹ️ Info Icon – View customer details such as:

  • Name

  • Country/Region

  • Associated tickets (past or current)

  • Metadata fetched from

    Segmento

    (customizable fields)

💬 Chat Section (Bottom Panel)

• Message Composer – Type your response in the input field.

• ✨ Paraphrase Icon – Enhance your message for grammar and tone with a single click.

• 📎 Attachment Icon – Upload and send files or documents.

• 💬 Saved Replies – Type hash “#" to view and select from your pre-saved responses for faster replies.

📝 Notes (Internal Collaboration)

• Use the Notes section to leave internal messages for team collaboration.

• Notes are only visible to your internal team — not the customer.

🧠 Summarize

• The Summarize button gives agents or managers a quick summary of the entire conversation thread, helping them understand the context without scrolling through every message.

• Refer this

  Help Doc

  for detailed explanation

🔍

Filters in Hello

Just like labels in email platforms, Hello provides a robust Filter system to help agents manage tickets more efficiently.

Agents can filter tickets based on:

• Inbox / Communication Channel

• Date Range

• Last Reply

• Assignee – Filter by a specific agent or team

Additionally, agents can create and save custom filters by:

• Either clicking on the funnel icon or Add filter button

• Giving the filter a name

• Assigning a color badge for quick recognition

• Saving it for repeated use

All saved filters appear under the Filters section in the left navigation menu, enabling agents to quickly switch views based on their preferred workflows.

Hello is a multi channel customer support ticketing center. It supports below communications channels. One can integrate these channels and reply to the tickets generated through them. Channels supported are:

1. Email

2. WhatsApp

3. Facebook

4. Instagram

5. Live Chat Widget

6. Voice Calling

7. Twitter (coming soon)
   

Let’s see how to integrate these channels in hello!

Hello allows you to fine-tune inbox-level settings for each integrated communication channel, giving you better control over agent permissions, team configurations, and notification preferences.

To access inbox settings:

1. Go to the Manage section from the left menu.

2. Click on All Inboxes.

3. You’ll see a list of all integrated inboxes.

4. Click on the three dots next to any inbox to open its configuration menu.

Below are the key inbox-level settings you can configure. Click on each to view a detailed guide:

• Permissions

• Notifications

• Unreplied Summary Alerts

• Custom File Upload

• Bot Setting

• Sticky Assign

• Display Name

• Auto Delete

• Delayed Auto Response

• Workflow

MSG91 Hello allows one to create chat bots by themselves. There are three types of bots offered by Hello:

• MSG91 Bot [Darg and Drop DIY Bot]

• Agentic AI [ChatGPT by Open AI]

• Lex Bot [By Amazon]

Each of the bots have their own functionalities and a way to creation. Try all the chat bots and dive into the world of automation.

Voice Bot – Overview, Activation, and Use Cases

What is a Voice Bot?

A Voice Bot is an AI-driven assistant that interacts with users through voice input and output, providing a conversational experience similar to speaking with a human. MSG91’s Voice Bot leverages the intelligence of ChatGPT and adds voice capabilities to deliver seamless, hands-free interactions.
This feature is designed to enhance customer experience by making conversations faster, more natural, and more accessible—especially in mobile or on-the-go scenarios.Key Benefits

• Voice-Enabled Convenience: Allows users to interact without typing, improving accessibility and ease of use.

• Faster Interactions: Voice input speeds up user queries and bot responses.

• Human-Like Experience: Enhances engagement through natural, conversational flow.

• Improved Accessibility: Supports users with visual or physical limitations.

• Effortless Setup: Simple to activate with just one toggle during bot creation.

How to Enable the Voice Bot?

To activate the Voice Bot feature in MSG91:

1. Go to the Bot Section panel in your MSG91 dashboard.
   

   

2. Select Agentic AI as your bot type.
   

   

3. Enter your company name, description, system prompt or instructions as you would for any ChatGPT bot.

4. Enable the Voice Bot by switching the toggle ON during setup.
   
   

   

5. Save configuration and click on Deploy Bot.

Once enabled, the voice interaction layer is automatically added to your ChatGPT bot on the chat widget—no additional integration needed.

Availability

• Platform: Currently available only through the Chat Widget.

• Compatibility: Supports bots built using the Agentic AI [ChatGPT] model only.

The Voice Bot supports a variety of real-time conversational needs across industries:
Ecommerce

• Enhance product discovery and support through hands-free voice queries.

• Assist users with product availability, sizing, or return policy information.

Customer Support

• Offer spoken support for common queries, improving resolution time and accessibility.

• Enable faster query resolution without requiring typing.

Healthcare

• Provide appointment scheduling, doctor availability, and general guidance through voice interaction.

• Ideal for patients on-the-go or with limited screen access.

Education

• Allow students to access course information, deadlines, and study material vocally.

• Useful for mobile learners and hands-free environments.

Logistics

• Help field staff get route updates, delivery details, or issue reports without needing to type.

• Ensures efficiency during transit or operations.

Banking & Finance

• Deliver account information, policy details, and service updates via voice.

• Improve customer engagement by reducing friction in information retrieval.

Accessibility

• Enable inclusive digital experiences for users with visual or mobility impairments.

• Supports ADA and accessibility compliance in digital interactions.

The Teams feature in Hello allows you to group multiple agents under a team to promote collaborative ticket handling and better support structure across departments or functions.

📍How to Create a Team:

1. Navigate to the Manage section in the left-side menu bar.

2. Click on Teams.

3. Click on the Add Team button on the top right.

4. Select the agents you want to add.

5. Name your team appropriately (e.g., "Support Team", "Escalations").

6. Click Save.

🔧 Team Management

• You can add or remove agents from the team anytime as per your operational needs.

• If required, you can delete the entire team with a single click.

• Make sure to assign inbox-level permissions to the team from the Inbox Settings page, so they can access and handle tickets coming from the respective communication channels.

✅ Benefits

• Enables shared ticket responsibility within teams.

• Ensures visibility and accountability by grouping agents logically.

• Helps streamline support by assigning tickets to function-specific groups rather than individuals.

This guide walks you through each section of the Hello Analytics Dashboard, helping you interpret insights, make decisions, and monitor support performance effectively.

1. 🎯 Active Tickets

This section shows the total number of support tickets that are currently unresolved. It gives a real-time view of the active workload.

You can view how many tickets are assigned to individual agents, bots, or teams. Tickets not assigned to anyone are marked as "Unassigned." The total ticket count helps managers quickly assess how much work is pending and whether the current support team size is sufficient.

What you can analyze:

• Overall ticket backlog

• Team and bot efficiency

• Unassigned ticket volume indicating possible gaps in workflow

2. 🌐 Ticket Distribution by Channel

This section helps you understand which communication channels your customers are using to raise tickets. It includes all ticket statuses—open, closed, spam, or snoozed.

What you can analyze:

• Volume of tickets from each channel (like WhatsApp, Email, Facebook, etc.)

• Preferred channels among users

• Where to focus support resources (e.g., if most tickets come from chat or WhatsApp)

3. 👨‍💼 Ticket Assigned to Agent

This section allows you to view how tickets have been distributed among agents and teams over time.

Use the filter to drill down into specific agents or teams. This helps monitor workload and identify if certain agents are over- or under-utilized.

What you can analyze:

• Agent-wise or team-wise ticket allocation trends

• Workload balance and reassignment needs

• Historical performance monitoring

4. 📥 Ticket Received by Inbox

This section offers a breakdown of tickets received across different inboxes and channel types over the last 30 days by default.

You can filter inboxes to understand how specific teams or departments are managing their tickets and which inboxes receive the highest volume.

What you can analyze:

• Ticket inflow per department or channel

• Inbox-specific trends

• Need for inbox/channel optimization

5. 🏆 Top Performer

This section showcases the most efficient agents or teams based on the number of tickets closed within a selected time range.

Using the custom date filter, you can evaluate performance for a specific time period, helping identify and reward high-performing agents or teams.

What you can analyze:

• Most productive support agents or teams

• Time-bound performance comparisons

• Basis for appraisals and incentive decisions

6. 🤖 ChatBot Involvement in Ticket Resolution

This section highlights how well your chatbot is helping resolve customer tickets.

It shows total tickets involving bots, how many were resolved by bots without human help (resolution rate), and how many required agent takeover (fallback rate). This includes all chatbot types—LEX, ChatGPT, MSG91.

What you can analyze:

• Chatbot effectiveness in first-level query resolution

• Volume of human handovers required

• Opportunities to improve chatbot workflows

7. 📊 Peak Day Analytics

This section displays the number of new tickets generated each day. It helps you identify patterns and predict when support demand is highest.

With date filters, you can analyze trends over different time periods and plan staffing accordingly.

What you can analyze:

• Ticket creation trends by date

• High-load periods to plan team availability

• Impact of campaigns or incidents on support traffic

Use this dashboard as your control center to monitor, optimize, and drive performance across all support functions within Hello.

How to set Delayed auto-response (Agent and Customer)

Step 1 - Click upon 3 dots of the designated Inbox (for Agent)

Step 2 - Click upon Delayed auto response. (for Agent)

Step 3 - Turn on the Send auto-response if the agent is unable to respond with 

Step 4- Select the Waiting period Specify a waiting period for agent response. (for Agent)

Step 5 - Select the Frequency Number of times to send this message for a single ticket.(for Agent)

Step 6 - Select the  Saved reply/Template to send.

Step 1- Turn on the Send auto-response if the Customer is unable to respond (For Customer)

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Step 2 - Select the Waiting period Specify a waiting period for client response. (for Client)
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Step 3 -Select the Number of times to send this message for a single ticket. (For client)

Step 4 - Choose a Saved reply/Template to send. (For client)

Step 5 - Click on Save 

This is how it will appear:

Points to remember:

"Provide users with the ability to configure a Delayed auto response along with a specified waiting period. If an agent fails to respond to a ticket within a waiting period, or a client does not respond within a waiting period then a configured delayed auto-response will be sent."

1. Users will be able to save these settings or enable and disable the settings

2. These settings will be available for all types of inboxes.

3. Inside the settings, users have options to :

• Specify waiting period time, in minutes/hours/day scale

• Choose a saved reply that will be delivered to the client

• Set the frequency of the message to be sent to a single ticket

4. Auto replies are available for both conditions i.e. if the client doesn’t reply within a time frame as well as if the agent does not respond within a time frame as well.

5. For WhatsApp inboxes, if the user selects more than 23 hrs then, templates will be visible instead of saved replies because of the customer review window.

6. In the case of Facebook/Instagram, the time frame will be limited to 23 hrs because of the customer review window.

7. For Twitter too, users can select the default waiting period as chat. But if the window of 15 minutes or more is selected then the messages will fail

8. For bot replies, the bot replies will be considered similar to the agent, hence bot replies will trigger the auto-responses for an agent.

9. The time duration can only be saved as an integer.

10. Units for Delayed responses will be minutes, hours, and Days.

11. Min. number of minutes/hour/ day: 1 hours/1 min/ 1 day

12. Max number of minutes/ hours /days: 4200 minutes / 720 hours / 30 days.

Overview

Clients will now receive any unread messages from the Hello Chat Widget directly in their email inbox — enabling instant outreach and boosting lead recovery even if the user exits your chat widget window prematurely.

Why It Matters

• Prevents conversations from dropping when users abandon the chat

• Reduces manual follow-up effort and ensures you're always in touch

How It Works

1. After 15 minutes of inactivity in the chat widget, the system sends the unread chat to the client via email.

2. Emails originate from Hello’s official service domain to ensure brand consistency.

3. Clients marked as blocked in Hello will not receive these notifications, maintaining privacy and compliance.

4. This settings will be enabled by default.

Benefits for Sales & Support Teams

Summary

This feature extends chat engagement beyond the widget — ensuring no message is missed and giving your team a second touchpoint in email to recover at-risk leads seamlessly.

With Hello’s Free Chat Widget Plan, you can now deliver instant, personalized support to your website or app users — without spending a penny. This plan offers a custom chat window that can be seamlessly integrated using a simple embed code we provide. Whether it’s your website, mobile app, or web portal, this widget can be added anywhere to enable real-time conversations.

You get unlimited tickets at no cost, ensuring there’s zero breakage in customer communication and maximum engagement with your visitors.

🏠 Overview

The Free Chat Widget is a fully customizable support window that can be embedded into your digital platforms. Once integrated, it allows visitors to instantly connect with your team. You get access to core support tools and features typically found in paid plans — now available at zero cost.

💡 Use Cases

Here’s how businesses are using the Hello Chat Widget to boost productivity and enhance user experience:

🛍️ E-commerce Store – Product Inquiry

A visitor browsing your clothing store wants to know if a certain size is available. Instead of waiting for an email response, they open the chat widget, ask a question, and receive a prompt reply — reducing drop-offs and increasing sales.

📱 Mobile App – In-App Support

Your users face login issues or payment glitches while using your app. With the widget embedded inside the app, they reach out directly, get help fast, and continue using the app without friction.

🧑‍💼 SaaS Business – Demo Scheduling

A potential customer wants to schedule a product demo. The chatbot handles initial questions and passes the lead to the sales team instantly, ensuring no opportunity is lost.

🧾 Billing Queries – Account Dashboard

A user inside their billing dashboard needs help understanding an invoice. They click the chat icon, share the query, and the agent responds with a saved reply and a payment link — without any email back-and-forth.

🌍 Multilingual Customer Support

You have users across geographies. The chat widget auto-translates messages, so your team can serve Hindi, English, or French-speaking users with equal ease.

🗣️ Feedback Collection Post-Purchase

After a customer checks out, the bot sends a friendly message asking for feedback. Responses are collected in real time, helping you improve customer experience.

✨ Features Included in the Free Plan

✔ Unlimited Agents
No limit on the number of agents — scale your team without worry.

✔ Unlimited Teams
Organize agents by function (Sales, Support, Marketing) and route chats accordingly.

✔ 30-Day Analytics
Access detailed insights on agent performance, chat volume, and visitor activity for the past 30 days.

✔ Saved Replies
Reply faster with pre-written messages that maintain consistency and tone.

✔ Chat Summarization
Let agents pick up from where others left off with conversation summaries.

✔ Text Translation
Enable seamless conversations with real-time, auto-translated chat messages.

🚀 Getting Started

1. Log in to your Hello dashboard.

2. Go to Widget Settings.

3. Copy the embed code we provide.

4. Paste it into your website/app HTML, just before the </body> tag.

5. Start chatting with your users right away.

Activate Your Free Plan

Reach out to our team and we’ll enable the Free Chat Widget Plan for you in minutes.

📅 Schedule a Walkthrough