Hello Contact Center

"Hello" is a Customer Communications Platform.  It allows you to manage your queries together using an Inbox and makes it easy to personally communicate with them with targeted content, behavior-driven messages, and conversational support..

What does Hello include?

Discover everything Hello has to offer. Click on any section below to explore its capabilities :

• Hello Home Page

• Integrate Communication Channels in Hello

• Tickets in Hello

• Inbox Settings

• Chat bots in Hello

• Voice bots in Hello

• Teams

• User Settings

• Tags

• Analytics Dashboard

• Compose a Message

• Blocked Clients

• Hello FAQs

• Hello Mobile Applications

  
  

Who uses Hello?

• Sales teams who want to talk to the visitors on their website to answer their questions and help them become customers. 

• Product teams for product feedback and insight into how users engage with their product.

• Support teams who need a smarter & quick solution than email to provide better support to their customers.

• Marketing teams who need to introduce new launches to their existing customers via WhatsApp using the Hello Android App.
  

Step-by-step process to configure HELLO-

• Hello Email Ticketing Inbox

• Hello for Live chat on your website

• Hello for WhatsApp Live chat support

• Hello Knowledgebase to create help center articles

Is Hello for you?

If you would like us to answer any questions, book a meeting with us at

https://msg91.com/contact-us

You can refer to below mentioned video guide to know more about Hello (Contact Center):

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.

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.