Getting started with HELLO - Quickstart guide

Understanding the components of vertical navigation bar. Here is a video guide- https://www.loom.com/share/551e530aecca474a928e98ecc2348cce

1. Contact Center - 


It can be accessed by a complete hierarchy of managers,  team leads, and employees.

It is common for all the employees, no two employees of the same company can have different contact centers.

It contains all the clients, chats, and contact details which are not closed by any employee.

Features of Contact Center

 

  • Note is used to tag colleagues in an ongoing conversation with the client. We can tag employees with the help of @(username of employee), as you type @ the list of employees will be displayed as a drop-down list. 
  • All the conversations using note is not shown to the client, it is only for the employees of the company.

    
You can save replies and access them later from the saved replies section.
You can also attach files by clicking on the Pin icon and selecting your file.

 

 

  • There are so many options available on the conversation header. Like You can share your screen, Assign conversation to any employees, Snooze chat, Mark chat as unread, and close the chat if not required.



  • You can also close the conversation from the sidebar. 
    Once you hover on the chat you will see an icon by clicking on the conversation will be closed.


  • You can search any conversation from the search bar. And access Your open,snoozed and close chats by applying various filters. All these options are available on the top of the sidebar.

 

  • You can see the client details on the right side of the conversation. By clicking on more options you can see all the client details like City, Contact ID, Country, Continent, Domain Ip, Region, etc.
  •  If you want to block a user you can do so by clicking on Three dots on the right side of the profile.


2. Inbox - 
From this section, you can see the inbox created by you for ticketing, Refer to this doc to know how this works https://msg91.com/help/how-to-use-hello-for-ticketing-in-chat


3.Team - From the team section, you can create your own team By clicking on Add team option.


From the team section, you can create your own team By clicking on Add team option.

 
4. Task
If you have integrated MSG91 with click-up, this feature will make managing tasks easier for you.


5. Knowledge Base

This tab is accessible to the manager only. The main use of the knowledge base for a company is to add articles for the help of customers/clients, i.e. as their documentation, FAQ, and help section.


Refer to this doc to see how it works -https://msg91.com/help/how-to-access-knowledge-base-section-of-hello

 


6. Reports

 

It can only be accessed by the manager of the company. It summarizes the call report and the client report. 

You can apply the filter from this icon by selecting various given fields. Both of these reports can be filtered on the basis of a particular team and agent.

 

7. Chat analytics has various filters to be used as per the data required. 

 


8. Bot - With this section, you can integrate a chat bot with Hello. Refer to this doc to know how it works.


9. Call logs - The call records contain the most basic information up to the call recording of all calls.
It can be accessed by all the employees of the company, records are different according to their rights.

Managers can see all the call records of the company, by all the numbers assigned to employees of the company.


The team lead will see all his records of him combined with his team call records. He has the same access to Call Logs as the manager. The employee will only see their own call records.




10. Settings Tab




This tab is seen by all roles i.e. manager, team lead, and employee.


  • There are different functions under the settings tab.
    Integration - This section is for the users who want to integrate click up with MSG91. 
  • Inbox - To use hello for ticketing in chat refer to this doc - https://msg91.com/help/how-to-use-hello-for-ticketing-in-chat
  • Access all the blocked clients from the blocked client section.

Active sessions display all the devices currently logging in to the same account and their IP address. Multiple devices can log in to the same account at a time.


  • Knowledgebase - The knowledge base displays a form that should be filled with the organization name, URL, and the endpoint which you want to use for the knowledge base.
  • Analytics - This section provides various analytics.

 

 

 

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