Smarter Customer Support for Every US Business

Customers may contact your company through website chat, email, Facebook Messenger, Instagram, X/Twittercustomer support software or other connected messaging channels. MSG91 Hello brings these conversations together in a shared inbox, allowing agents to manage customer inquiries without switching between applications. Teams can review conversation histories, assign tickets and collaborate using internal notes. Multiple authorized agents can also handle a connected WhatsApp support inbox. For companies with multiple brands or business accounts, One Inbox provides access to different authorized workspaces from one place. With two-way RCS messaging, customers can reply directly to business messages, while an AI chatbot handles routine questions and transfers more complicated requests to your support team.

Customer problems rarely follow a fixed question-and-answer format. MSG91 Hello allows businesses to configure chatbot journeys that combine structured steps with agentic AI assistance. The bot can collect customer information, understand detailed questions, retrieve available data through API calls and involve a human agent when necessary. Integration options through APIs and compatible third-party automation tools make it possible to connect business systems, while AI model configurations provide flexibility for different tasks. This helps businesses automate routine and more complicated support inquiries around the clock. With MSG91's no-code chatbot builder, businesses can create automated conversations without writing code. You can set up a basic Agentic AI chatbot in under 10 minutes and customize it with business knowledge, automation rules, and integrations.

A website visitor may be interested in your services but need an answer before booking an appointment or requesting a quote. MSG91 Hello's website chat widget lets visitors speak directly with your team without leaving the page. They can send messages, share files and access available voice features, while agents manage replies through Hello. An AI chatbot can also provide assistance with suitable questions when employees are unavailable, creating a more convenient website support experience. Shopify businesses can also add MSG91's Hello chat widget to their stores. The AI chatbot can answer product questions, assist with orders, check return eligibility, and guide customers through refund or exchange requests based on store policies and configured workflows.

Some questions are easier to explain during a phone call. MSG91 Hello connects supported incoming and outgoing calls to customer service workflows, allowing businesses to create IVR menus and route callers to the relevant department. Call activity can be managed alongside support conversations, giving teams clearer records of customer interactions. Agents can also initiate supported outbound customer calls through the Hello mobile application, making telephone assistance more convenient across office and field operations.

Customer service involves more than replying to the first message. A complaint may require technical investigation, approval or an additional service visit. MSG91 Hello turns incoming conversations into trackable tickets that agents can assign, snooze, update and close. With searchable histories, internal notes and status filters, employees can see what actions have already been taken and who is responsible for the next step. This helps businesses reduce the risk of unresolved customer requests getting overlooked.

Your support team shouldn't have to read and manually forward every incoming message before the right person can help. Hello allows businesses to create automation rules using keywords, customer information, timing and other available conditions. Depending on the request, a ticket can be assigned to a specific department, acknowledged automatically or directed to a chatbot for initial information collection. This gives businesses a more consistent process for handling routine customer support activities.

Customers seeking assistance often prefer selecting an option instead of typing a long explanation. For customer-service conversations, MSG91 Hello supports interactive WhatsApp messages using buttons and lists. A business can offer choices for warranty assistance, appointment questions or order problems so that customers can quickly explain what they need. Supported product references and connected catalog information can also help agents identify an item involved in an existing service request.

Not every technical problem can be explained clearly through written messages. MSG91 Hello supports video calling and screen sharing in eligible support conversations, letting customers demonstrate an issue while agents offer guidance. Supported permission-based remote assistance can help with software configuration and troubleshooting tasks. These tools are especially useful when businesses help customers with digital products, internal applications or technical systems that are difficult to describe in text.

Customer support managers need to understand more than the number of messages their teams answer. MSG91 Hello provides analytics for ticket volumes, agent workloads, channel activity and customer feedback. These insights help businesses identify recurring issues, understand when customers need the most assistance and make better decisions about staffing and workflows. With clearer reporting, teams can improve operations based on actual customer service activity.

Not every support employee works behind a desk. Field technicians, property managers, regional supervisors and business owners often need to respond while traveling between locations. The MSG91 Hello applications for Android and iOS let employees manage conversations, review ticket histories, receive notifications and follow up on customer requests from their phones. Supported outbound calling also allows agents to contact customers through the relevant configured voice service.