Bring WhatsApp, calls, email, website chat, RCS, SMS, Apple Messages for Business, Instagram, Facebook Messenger and X (Twitter) in one place. MSG91 Hello helps UK businesses automate enquiries with AI chatbots, manage tickets and deliver faster customer support.

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Trusted by Industry Leaders Worldwide.

Every Conversation Connected. Every Customer Better Supported.

From an online shopper asking about a delivery in Manchester to a tenant reporting a repair in London, customer enquiries can arrive through different channels at any time. Modern customer support software in the UK should do more than collect messages. MSG91 Hello connects communication channels, intelligent automation and human support so businesses can manage enquiries without creating disconnected workflows.

Omnichannel Inbox – Every Customer Conversation in One Place

Customers may contact your business through WhatsApp, email, Instagram, X/Twitter, Facebook Messenger or website live chat. Switching between separate applications makes it harder to follow conversations and coordinate support. MSG91 Hello brings connected channels into a shared inbox where agents can review customer histories, manage tickets and collaborate on enquiries. Multiple employees can handle conversations through the same WhatsApp number without sharing login credentials. With One Inbox, authorised users can also access multiple company accounts, making it easier for businesses managing different brands or client operations to work from one place.

AI Chatbots – One Bot Combining Rules and Agentic AI

Customers don't always follow a fixed set of questions. They may begin by choosing a service and then ask something that requires technical knowledge, account information or a detailed explanation. MSG91 Hello allows businesses to build one chatbot combining rule-based steps and agentic AI within the same conversation. The bot can collect information through guided steps, understand complex questions, make API calls and retrieve available data from connected systems. With access to 2,000+ application connections, multiple AI model choices with backup options and human-agent handover, businesses can automate suitable customer enquiries 24/7 without building separate bots for every stage.

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AI Chatbots – One Bot Combining Rules and Agentic AI

MSG91 Chat Window – Continue WhatsApp Support Without Repeated Messaging Charges

Some customer conversations involve several questions, supporting documents and follow-ups before reaching a resolution. MSG91 Chat Window allows customers to begin a conversation on WhatsApp and continue through a dedicated chat experience while retaining the same WhatsApp-linked ticket. Chatbots and human agents respond through Hello with the available conversation context. Messages exchanged inside Chat Window do not incur Meta's WhatsApp per-message charges because they are not sent through WhatsApp. This helps businesses reduce unnecessary WhatsApp messaging costs during lengthy customer support interactions.

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MSG91 Chat Window – Continue WhatsApp Support Without Repeated Messaging Charges

Website Live Chat – Help Visitors Before They Leave Your Website

A website visitor might be one answer away from booking a consultation, requesting a quotation or making a purchase. Hello's live chat widget allows visitors to contact your team directly from the page they are viewing. They can send messages, share files and use supported voice or calling options. Agents respond from Hello, while chatbots can help with suitable questions outside business hours. This makes it easier for businesses to assist visitors without requiring them to leave the website or wait for an email response.

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Website Live Chat – Help Visitors Before They Leave Your Website

Cloud Calling & IVR – Connect Callers to the Right Department

Some enquiries are easier to resolve through a telephone conversation, particularly when customers need immediate guidance or assistance with a detailed issue. MSG91 Hello connects supported incoming and outgoing calls with customer support workflows. Businesses can create multi-level IVR menus, direct callers to appropriate departments and review calling activity alongside customer tickets. Agents can also initiate supported outbound customer service calls through the Hello mobile app, helping teams maintain contact when working away from their desks.

AI Voice Bot – Let Website Visitors Speak Instead of Type

Typing a long enquiry isn't always convenient, particularly when customers are browsing from their phones. Hello's AI Voice Bot allows visitors to ask questions aloud through the website chat widget and receive spoken responses. The feature uses a compatible agentic AI chatbot and configured business information to provide suitable assistance. This offers another way for people to interact with your website, including visitors who prefer speaking or find typing difficult.

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AI Voice Bot – Let Website Visitors Speak Instead of Type

Smart Ticket Management – Keep Every Customer Issue Accountable

A customer complaint may require investigation, a technician visit or approval from another department before it can be resolved. Without organised ticket management, it becomes easier for unresolved requests to be overlooked. Hello converts customer conversations into manageable tickets that agents can assign, track, snooze and close. Customer histories, internal notes and filters help employees see what has already happened, who is responsible and what action is needed next.

Automated Workflows – Send Each Enquiry to the Right Team

When customer messages need to be manually sorted before anyone can respond, even straightforward enquiries can create unnecessary delays. Hello allows businesses to automate routing using keywords, customer information, enquiry timings and other configured conditions. Tickets can be assigned to relevant departments, acknowledgement messages can be sent and chatbots can collect information before involving an agent. These workflows help businesses organise different types of customer requests without requiring employees to forward every message manually.

Multilingual Support – Help Customers Across Languages

UK businesses often serve customers, visitors and commercial partners who prefer communicating in different languages. MSG91 Hello provides two-way text translation across 100+ supported languages, allowing agents to read incoming messages in their preferred language and send replies translated into the customer's language. This helps businesses manage international communication without relying on separate translation tools for every conversation.

Interactive WhatsApp – Make Customer Choices Simpler

Customers don't always want to type detailed messages when a clear set of options could guide them forward. MSG91 Hello supports interactive WhatsApp messages, including buttons, lists and catalogue-linked product messages. Businesses can use these features to present support choices, help customers explore available products and structure conversations. When a Meta catalogue is connected, suitable products can be displayed directly within WhatsApp.

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Video Calls & Screen Sharing – Resolve Problems Customers Can Show

Some technical problems are easier to demonstrate than describe. With Hello's supported video calls and screen sharing, customers can show agents what is happening while receiving guidance. Permission-based remote assistance can also help with eligible configuration tasks. This is particularly useful for software providers and businesses supporting digital services where written instructions alone may not be enough.

Team Collaboration – Keep Responsibilities Clear Across Departments

Customer enquiries often require help from more than one employee or department. Hello lets businesses organise agents into teams, configure permissions, assign tickets and control access to relevant inboxes. Authorised employees can use shared conversation histories and internal notes to understand previous actions before responding. This helps businesses coordinate support while reducing repeated explanations and unnecessary communication between teams.

Support Analytics & Feedback – Know What's Working and What Needs Attention

Answering more customer messages doesn't always mean providing better service. Businesses need to understand how enquiries are distributed, which channels generate the most work and where recurring problems appear. Hello's analytics dashboard helps managers review ticket volumes, channel activity, agent performance and available customer feedback. These insights support better decisions about team workload, support processes and resource planning.

Mobile Customer Support – Help Customers Wherever Your Team Works

Customer support doesn't always happen from an office desk. Employees may be visiting clients, travelling between sites or working remotely when an important enquiry arrives. The Hello mobile applications for Android and iOS let agents review conversations, receive notifications, manage tickets and access customer histories from their phones. Supported outbound customer service calls are also available through the relevant calling setup, helping mobile teams stay connected to their customers.

APIs & Integrations – Connect Support with Your Business Systems

Customer questions often depend on information stored outside the support inbox. A shopper may want the latest parcel status, a customer may ask whether an invoice has been paid or a client may need an appointment update. MSG91 Hello supports APIs, webhooks and connections to 2,000+ applications through its integration ecosystem. With the right configuration, chatbots and authorised workflows can retrieve available information and trigger actions through connected systems, helping teams provide more useful assistance without repeated manual checks.

Fewer Disconnected Tools. Better Customer Conversations.

Bring communication channels, intelligent automation and support teams together with a customer engagement platform for UK businesses that simplifies everyday customer service.

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See How MSG91 Hello Works Behind Every Conversation

Explore how MSG91 Hello brings customer conversations, AI-powered assistance, smart ticket management and support reporting together in one connected workspace. From responding to enquiries and automating repetitive tasks to assigning tickets, tracking customer interactions and analysing team performance, discover how Hello simplifies daily support operations, improves agent productivity and helps teams resolve customer issues faster with less manual effort.

Explore the Features Behind Every Conversation

One Inbox. Complete Conversation Visibility.
View customer messages from connected channels, review ticket histories and assign enquiries to the appropriate agents. For example, a customer contacts a homeware retailer about an incomplete delivery. The support agent reviews the original conversation and assigns the issue to the order fulfilment team.
Build One Bot. Combine Rules, AI and APIs.
Create a chatbot that collects customer details through guided steps, uses AI to answer detailed questions and retrieves information through connected systems. For example, a customer selects a vehicle service category, provides a model reference and asks about available appointments. The same chatbot collects the information and retrieves the relevant details through a connected booking system.
Understand Support Performance at a Glance.
Review ticket distribution, channel activity, agent workloads and available feedback from Hello's analytics dashboard. For example, a customer service manager notices an increase in return requests following a seasonal promotion and adjusts agent assignments before the next campaign.

What Makes MSG91 Hello Different?

When comparing customer service software for UK businesses, the cost of adding support agents is only one consideration. Connected communication channels, automation, ticket management and the ability to manage growing enquiry volumes are equally important. MSG91 Hello brings these capabilities together in one platform, with unlimited agents and no separate per-agent licence fees.

Feature	MSG91 Hello	Other Customer Support Software
Agent Pricing	Unlimited agents, no per-agent licence fees	Often charged per agent
Team Expansion	Add agents without increasing seat-licence costs	Additional seats may cost more
Omnichannel Support	WhatsApp, email, website chat, social messaging, RCS and supported calling	Channels vary by provider
AI Chatbots	Rule-based steps and agentic AI in one bot	AI capabilities vary
AI Model Flexibility	Multiple AI models with backup options	Model choices vary
AI Integrations	2,000+ application connections and API workflows	Integration access varies
WhatsApp Chat Window	Continue WhatsApp-linked conversations without Meta per-message charges inside Chat Window	May require another channel
Ticket Management	Assign, track, snooze and close support tickets	Features vary by platform
Cloud Calling & IVR	Supported calling and IVR within customer support workflows	Separate services may be required
Mobile Calling	Outbound support calls from the Hello mobile app	Availability varies
Workflow Automation	Automated ticket routing and assignments	Depends on platform and plan
Analytics & Reports	Centralised ticket, agent and channel insights	Reporting capabilities vary
Security	SOC 2 Type II audited, ISO 27001 and VAPT	Certifications vary
Free Plan	£0/month with 2 inboxes and 50 monthly tickets	Free plan availability varies

MSG91 Hello's UK pricing page lists a Free plan at £0/month, Basic at £35/month and Premium at £65/month. Additional inboxes, tickets, BOT usage and communication services may incur charges. View pricing: MSG91 Hello UK Pricing

Customer Service Software Built for UK Businesses

Your Business Needs More Than Another Inbox or Chatbot. Your business needs more than another inbox or standalone chatbot. It needs a support environment that connects conversations, automation and people without creating unnecessary operational complexity. MSG91 Hello is a customer support software for UK businesses, bringing AI assistance, ticketing and omnichannel communication into a connected workspace.

Unlimited Agents. No Per-Agent Licence Fees.
Add support agents and teams without paying a separate licence fee for each employee. Your selected plan determines the relevant ticket and inbox allowances rather than charging according to team size. Example: A growing e-commerce company increases its support team from 8 to 20 employees before Christmas without additional seat-licence costs.
One Chatbot Combining Rule-Based Steps and Agentic AI.
Build a single chatbot that collects customer information, handles routine and complicated enquiries, retrieves connected data through APIs and transfers cases to human agents when necessary. Example: A customer selects a warranty-support category, provides a product reference and asks a detailed technical question. The chatbot uses relevant business information before involving a specialist when required.
Continue WhatsApp Support Through Chat Window.
Let customers start conversations on WhatsApp and continue longer interactions through MSG91 Chat Window while maintaining the same WhatsApp-linked ticket. Example: A customer begins a service complaint on WhatsApp and continues discussing the next steps through Chat Window rather than receiving every reply as another WhatsApp message.
Omnichannel Customer Support in the UK.
Bring WhatsApp, email, website chat, social messaging and supported voice services into one support workspace. Example: A retail company with locations in London, Manchester and Birmingham gives authorised staff access to relevant customer conversations and ticket information.
Flexible Workflows for Different Business Teams.
Create chatbot journeys, ticket-routing rules, agent permissions and department assignments according to how your business handles customer service. Example: A property services company routes heating complaints to maintenance while rent-account and invoicing questions reach administration.
A Platform That Grows with Your Operations.
Start with the channels and features your business needs, then add more support agents, inboxes, integrations and automation as enquiry volumes increase. Example: An independent online retailer begins with website chat and email before adding WhatsApp, automated ticket routing and more specialised support teams.
Security Backed by SOC 2 Type II.
MSG91 follows independently audited security practices, including SOC 2 Type II auditing, ISO 27001 certification and vulnerability assessment and penetration testing (VAPT). Hello also provides role-based permissions and inbox access controls to help businesses manage access to customer conversations. Security & Certifications: MSG91 Certificates
A Platform Trusted by Businesses Worldwide.
MSG91 has received 200+ reviews across its products on the G2 platform, reflecting customer feedback and experiences with its communication and customer engagement solutions. G2 Reviews: MSG91 on G2

Better Customer Support Starts with Better Organisation

Choosing AI customer support software in the UK should help businesses resolve customer enquiries more efficiently, reduce repetitive work and improve how support teams collaborate. MSG91 Hello connects automated assistance, customer communication and human support so employees can focus on resolving problems instead of managing disconnected systems.

Reduce Waiting Time for Routine Enquiries

AI chatbots and automated routing help customers receive suitable assistance sooner, including outside normal business hours. An online retailer can let a chatbot answer standard delivery-policy questions while agents investigate missing orders or complicated refund requests.

Keep Important Customer Requests Visible

Ticket statuses, ownership assignments and customer histories help teams identify requests that still need attention. A property repair complaint can remain open and assigned until the required follow-up has been completed.

Give Agents More Time to Solve Complex Problems

Automated information collection and connected business systems reduce repetitive manual tasks. Instead of collecting the same customer details repeatedly, employees can review the information already gathered through a chatbot or configured workflow.

Improve Consistency Across Communication Channels

Shared conversation histories and structured workflows help businesses organise customer assistance across WhatsApp, email, website chat and supported social messaging channels. When an enquiry moves to another department, authorised agents can review the existing ticket context instead of restarting the conversation.

Make Better Decisions with Support Analytics

Ticket reports, channel activity and agent workload insights help managers understand recurring problems and busy periods. A business can review increased customer support demand after a product launch and adjust team resources for future campaigns.

Expand Your Team Without Per-Agent Licensing

As customer enquiries increase, businesses can add support staff without purchasing a separate licence for every agent. Costs can be managed according to the selected plan, inbox allowances, ticket requirements and other applicable services.

Your Customers Have Questions. Give Every One a Better Answer.

Bring customer conversations, intelligent automation and support teams together with MSG91 Hello.

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PERFORMANCE METRICS

Reduce Support Workload. Improve Every Response.

Help your UK customer service team spend less time on repetitive enquiries and more time helping customers. MSG91 Hello combines AI automation, intelligent ticket management and omnichannel support to improve productivity and response times.

65%

Reduction in support workload

Increase in agent efficiency

85%

Improvement in first response rate

Faster customer query resolution

ENTERPRISE SECURITY

Reliable Customer Support Starts with Strong Security.

ISO 27001 Certified
International standard covering information security, access management and risk controls.
SOC 2 Type II Audited
Independent audit evaluating security controls and their operating effectiveness over time.
VAPT Assessed
Vulnerability assessments and penetration testing help identify risks and strengthen system security.

INDUSTRIES WE SERVE

One Customer Support Platform. Different Business Needs Across the UK.

From retail and professional services to healthcare, property management and logistics, businesses face different customer service challenges. MSG91 Hello provides customer support software in the UK that helps companies organise conversations, automate suitable enquiries and connect customers with the right teams.

E-commerce & Retail

Manage product information, order enquiries, delivery concerns, exchanges and returns through connected channels. During Black Friday, Christmas and Boxing Day promotions, chatbots can handle routine policy questions while agents investigate incorrect orders, damaged parcels and refund exceptions.

Healthcare & Private Clinics

Organise appointment enquiries, consultation schedules, general preparation information and billing questions. A private healthcare provider can direct booking requests to reception while authorised staff handle administrative billing issues. Clinical decisions remain with qualified healthcare professionals.

Education & Professional Training

Support questions about course entry requirements, application documents, timetables, qualifications and student administration. A training provider can automate general course information while advisers handle individual enrolment concerns.

Financial & Professional Services

Manage general questions about documentation, account administration, service procedures and appointments. Accountancy firms, insurance brokers and financial-service providers can automate initial information collection while directing sensitive or specialist matters to authorised professionals.

Estate Agencies & Property Management

Organise rental questions, property viewing requests, tenancy administration and maintenance complaints. A letting agency can direct new enquiries to negotiators while property managers track reported repairs and resident support requests.

SaaS & Technology

Combine live chat, AI assistance, ticket management and visual troubleshooting. A software provider can guide a customer through configuration problems using screen sharing and keep the relevant details connected to the support ticket.

Travel, Tourism & Hospitality

Manage booking questions, accommodation information, itinerary changes and guest requests. Hotels, holiday parks and travel operators can automate general information while reservation teams handle individual amendments and special arrangements.

Logistics, Distribution & Delivery

Organise parcel-tracking questions, missed deliveries, damaged-goods complaints and commercial order enquiries. With appropriate integrations, support agents and chatbots can retrieve available shipment information while unresolved issues remain assigned to responsible teams.

HELLO FOR STARTUPS

Start Strong. Keep Customer Support Costs Down.

Growing a business means managing more customer enquiries, often with a small team. MSG91 Hello for Startups gives eligible UK businesses access to AI customer support software without a subscription fee. Bring connected WhatsApp, email and website chat conversations together, automate everyday questions and manage tickets from one organised workspace.

Registered UK startups with annual revenue below US$50,000 or the applicable local equivalent can apply, subject to verification.

Apply for Hello Free for Startups

What your startup gets:

✓1,000 monthly support tickets
✓50 customer support agents
✓2 communication inboxes
✓AI chatbot usage under the fair-use policy

HOW MSG91 HELLO WORKS

Get Started with Hello in Four Simple Steps

Step 1
Connect Your Communication Channels
Create inboxes and connect WhatsApp, email, website chat, social messaging and available voice services.
Step 2
Set Up Agents, Chatbots and Workflows
Add support teams, assign permissions and build chatbots combining rule-based steps, agentic AI and API actions.
Step 3
Manage Customer Conversations
Receive enquiries, assign tickets and respond through connected channels. Customers can also continue suitable WhatsApp conversations through MSG91 Chat Window.
Step 4
Review Performance and Improve Support
Use ticket reports, channel analytics and available feedback to identify recurring problems and improve team coordination.

How It Works in Practice

A property maintenance company in the UK connects WhatsApp, email and website chat to MSG91 Hello.

It creates separate support teams for heating, plumbing, electrical repairs and tenancy administration. A chatbot collects the property reference, problem category and customer contact information before the workflow assigns the enquiry to the appropriate department.

When a tenant reports an unresolved heating issue, the maintenance team can review the ticket, record follow-up actions and coordinate a visit with an engineer.

As the company takes on additional properties, managers use ticket reports and workload data to understand recurring requests and organise support resources more effectively.

Trusted by Customers. Backed by Industry Recognition.

MSG91's G2 recognition reflects customer feedback on product performance, ease of implementation, relationships and support, helping UK businesses evaluate their customer service software with greater confidence.

Start building your ideal customer engagement experience

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71-75 Shelton Street, Covent Garden,
London, England, WC2H 9JQ

AI-Powered Customer Support Software in the UK

Trusted by Industry Leaders Worldwide.

Every Conversation Connected. Every Customer Better Supported.

Omnichannel Inbox – Every Customer Conversation in One Place

AI Chatbots – One Bot Combining Rules and Agentic AI

MSG91 Chat Window – Continue WhatsApp Support Without Repeated Messaging Charges

Website Live Chat – Help Visitors Before They Leave Your Website

Cloud Calling & IVR – Connect Callers to the Right Department

AI Voice Bot – Let Website Visitors Speak Instead of Type

Smart Ticket Management – Keep Every Customer Issue Accountable

Automated Workflows – Send Each Enquiry to the Right Team

Multilingual Support – Help Customers Across Languages

Interactive WhatsApp – Make Customer Choices Simpler

Video Calls & Screen Sharing – Resolve Problems Customers Can Show

Team Collaboration – Keep Responsibilities Clear Across Departments

Support Analytics & Feedback – Know What's Working and What Needs Attention

Mobile Customer Support – Help Customers Wherever Your Team Works

APIs & Integrations – Connect Support with Your Business Systems

Fewer Disconnected Tools. Better Customer Conversations.

See How MSG91 Hello Works Behind Every Conversation

Explore the Features Behind Every Conversation

One Inbox. Complete Conversation Visibility.

Build One Bot. Combine Rules, AI and APIs.

Understand Support Performance at a Glance.

What Makes MSG91 Hello Different?

Unlimited Agents. No Per-Agent Licence Fees.

One Chatbot Combining Rule-Based Steps and Agentic AI.

Continue WhatsApp Support Through Chat Window.

Omnichannel Customer Support in the UK.

Flexible Workflows for Different Business Teams.

A Platform That Grows with Your Operations.

Security Backed by SOC 2 Type II.

A Platform Trusted by Businesses Worldwide.

Better Customer Support Starts with Better Organisation

Reduce Waiting Time for Routine Enquiries

Keep Important Customer Requests Visible

Give Agents More Time to Solve Complex Problems

Improve Consistency Across Communication Channels

Make Better Decisions with Support Analytics

Expand Your Team Without Per-Agent Licensing

Your Customers Have Questions. Give Every One a Better Answer.

ISO 27001 Certified

SOC 2 Type II Audited

VAPT Assessed

One Customer Support Platform. Different Business Needs Across the UK.

E-commerce & Retail

Healthcare & Private Clinics

Education & Professional Training

Financial & Professional Services

Estate Agencies & Property Management

SaaS & Technology

Travel, Tourism & Hospitality

Logistics, Distribution & Delivery

Start Strong. Keep Customer Support Costs Down.

What your startup gets:

Connect Your Communication Channels

Set Up Agents, Chatbots and Workflows

Manage Customer Conversations

Review Performance and Improve Support

How It Works in Practice

Trusted by Customers. Backed by Industry Recognition.

Frequently Asked Questions – MSG91 Hello United Kingdom

What is customer support software, and why do UK businesses need it?

What is MSG91 Hello, and how does it work?

Which customer communication channels can UK businesses manage in MSG91 Hello?

Can MSG91 Hello combine rule-based flows and agentic AI in one chatbot?

Can multiple agents manage one WhatsApp Business number using MSG91 Hello?

Can UK support teams manage customer calls through MSG91 Hello?

What is MSG91 Chat Window, and how can it reduce WhatsApp support costs?

How is MSG91 Hello different from Zendesk, Freshdesk, Zoho Desk, and Intercom?

How much does MSG91 Hello cost in the UK? Is there a free plan?

Are there extra charges for agents, tickets, inboxes or AI bots?

Is MSG91 Hello secure, and where is customer data stored for UK businesses?

Does MSG91 Hello provide free customer support software for UK startups?

How much can UK businesses save by using MSG91 Hello instead of other customer support software?