To access the Hello from the web enter this URL : https://control.msg91.com/signin/, please login into the MSG91 panel and click on Hello services from the dashboard. Also, you can download the Hello app from the play store and access it.

Verify the employee mail id entered at the time of adding a new employee. After verifying enter the credentials used at the time of creating an employee.

After verifying you will be redirected to the Contact Center of your HELLO account.

The vertical navigation bar contains components according to your access right amongst the Manager, Team Lead and Employee.

Go to Manage section  from sidebar, select Inbox > Chat > Create Inbox

Select Create Inbox

Fill in the name and tagline of the widget. Two scripts are created, before login and after login, which is used for different cases.

Before login script is used when the company uses the widget for the users which are not distinguishable from them i.e. user is not logged in to their application.

After login, a script is used when the company uses a widget for their registered users and they will send us the unique code, and more details which will be stored in our database for the convenience of our chat.

The company can paste the script into an HTML file in their website code and run the script. A widget will be created with an icon at the bottom right corner of the page.

Now if someone sends a message through that widget, it will be displayed in the contact center. You can also edit the name and tagline of the widget by double-clicking on the script.

Live chat offers human-to-human communication and adds empathy to support conversations, while chatbots elevate the support experience by offering instant answers and automating responses to support queries. Live chat and chatbots work together to provide a high-quality customer support experience to your customer. 

Step 3. After the Bot is created, you will get a pop-up to create an Intent.

An intent represents an action that the user wants to perform on client queries. 

Or you can click on the created Bot and then, 'Create Intent' option.  For example, Restro_Brew_Intent can be the intent name for a restaurant Bot that orders soft drinks.

b) Slots are sequential prompts that are given to the user. These questions will be asked to the user in the sequence defined. You can save the expected values that the user can answer to these questions in Slot Types.

For example:

To fulfill the intent (Order Juices), the bot will need information like Juice Type, Juice Price, Juice Quantity, etc. These will be saved under Slots.

A slot for Types_Of_Juice can have "Which juice you wish to order?" in the prompt. The expected values that the user can answer to this like Mango, Orange, etc. will be saved under Slot Types. 

c) A Slot Type contains the details that are necessary to fulfill a user's intent. You can create your own custom slot types. During a conversation, Bot prompts the user, for specific slot values. The user must provide values for all required slots before Bot can fulfill the intent.

The number of slots depends on how many steps the user has to complete in the sequence before giving the confirmation response.

e) Decline Response

– This response is sent to the user when the user declines the intent. For example, for the prompt, 'Do you want to place the order' and the user responds, 'No.'

c) You can now define messages that are sent on the Success and Failure of fulfillment.

Success Response – A message is sent when the fulfillment completes successfully.

Failure Response – A message sent if the fulfillment failed or can't be completed for some reason.

d) Now Save the intent. To make these updates live, click on the Build Bot option after that. 

Step 8. Click on the Settings option (gear icon) on the right of the inbox card and then select the Edit Widget option.

Step 9. Select the bot that you just created from the Select Bot dropdown and click on the Update button. One bot can be enabled at a time.

Step 10. You can test the bot on the website it is integrated. Type any query that you wrote while creating the bot and send it. You should be able to see your bot responding with the intent.

Step 11. Now go check the contact center. There should already be a channel created with your message.

Note: The Bot will reply only in case when chat is unassigned.

"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?

If you have a website and/or mobile application you can use Hello for below features :

• Hello Inbox for customer support through

  • Email

  • Live Chat & Widget Integration

  • WhatsApp

  • Facebook

  • Instagram & Twitter (Coming Soon!)

• Hello Bot via Chat GPT

• Hello Feedback Settings (Email & Chat)

• Hello Tags

• Hello Bulk Ticket Closing

• Hello Filtering of the last reply by User/Agent

• Team management for Hello Inboxes

• Hello WhatsApp: replying on specific chats along with showing reactions.

• Composing Outbound WhatsApp messages via pre-approved template

• Hello Mobile App

• Notification Setting for Hello Inboxes

• Hello Chat Summarization

• Hello Analytics

• Paraphrasing on Hello Inbox

• Hello Outbound/Inbound Calls

• Workflow for Email Inbox

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 looking 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 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, and evaluate if Hello is right for your business.

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

Hello will provide you with an inbox to view the responses of your users and interact with them. You can manage the conversations, have agents, check analytics and automate responses with Hello..

To set up Whatsapp with Hello, follow the below steps: 

1. Login to your MSG91 account and go to Whatsapp.

2. Click on the Number option and then click on the Number setting button. 

3. Enable the toggle for Allow inbound in Hello.

4. Enable the toggle and click upon Save.
 

•  Free, Basic and Premium subscription of Hello will be required to see the Chats In Hello Chat section. 
  
  
  

The chats will start reflecting in Hello.

 We are supporting the feature of emojis to react to messages in Whatsapp chats and, you'll also be able to see the client's reaction to a specific chat of WhatsApp Inbox in Hello..

Here is the screenshot of the message in which the user reacted to the WhatsApp chat message.   

 The same is visible in your Hello WhatsApp Chat Inbox like this: 

NOTE: These reactions are only supported by META. If you are using another vendor, you won't be able to see the reactions on Hello.

How to Set Up Email Inbox Workflows

Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this article, we will introduce you to the wonderful world of workflows!!

2. Select the gear icon on the right of the desired Inbox from the sidebar.

OR

Select the All Inboxes option from the Manage section in the left sidebar and navigate to the desired inbox from the dropdown. Click on the gear icon on the right of the desired Inbox and select the Workflow Setting option.

3. Give your workflow a name by entering the title of the rule.

4. 'WHEN' triggers when the workflow will activate for all incoming emails if the condition aligns with the specified criteria.

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5. Under 'IF', Select the criteria and operator (Is equal to, Contains, etc.) for your conditions.

5. Under 'THEN', choose the actions you want your workflow to apply when a conversation matches the conditions you specified. 

6. Click on Save button and toggle on the switch to activate the Workflow.

Manage Workflows

You can check, update and delete workflows in any email inbox.

Workflow for all other inboxes

To add workflows in other inboxes such as Chat widgets, WhatsApp, Instagram, Facebook etc  as well, follow the below steps:

1. Click on the All Inboxes under Manage section

2. Select the inbox you wish to add workflow in

3. Click on the three dots icon and select Workflow. 

4. Click on the "Create Workflow" button to create flows as per the requirements.

5. Add your desired conditions and SAVE the workflow. 

6. Add the Rule name, IF and THEN conditions and save the flow.

7. One can enable or disable the flow by turning the toggle on present at the top right corner of the page next to ENABLE. 

In accordance with government regulations, it is mandatory to use a VPN when making or receiving calls through Hello with an Indian number as the caller ID.

Kindly adhere to the instructions provided below to set up the VPN:

1. If an Indian phone number is chosen as the caller ID, the Call Icon will be enabled in the Hello Compose Popup. 

Hello Interface with Calling Icon enabled

2. To access the VPN credentials section, please click on the Calling icon. To download the Wireguard VPN, which we are currently utilizing, kindly click on the link provided here, or alternatively, click on the "Download Wireguard" link above the Configuration Window.
​

Popup with Wireguard VPN Credentials

3. Once Wireguard has been installed, create an empty tunnel and copy and paste the configuration information from the screenshot above into the text area. Be sure to overwrite any existing text in the area.

Create an Empty Tunnel on WireGuard

4. Save and enable the tunnel.

Add the Tunnel and Save it​

5. On Hello, click the "Reconnect SIP" button located next to the softphone or reload the page. Afterward, attempt to make an outbound call. Outbound calling will be successful, inbound calling should also function as intended.

Enable Voice by clicking on Reconnect

Here are the steps to check Hello Analytics:-

Step 1: Login to your MSG91 panel and click on "Hello".

Step 2: Select the Analytics option from the sidebar.

Below is a concise overview of Hello Analytics:-

 Feedback

It contains data related to the ratings received on tickets handled by your team through Live Chat or Email Inbox.

You can utilize various filters to sort conversation ratings based on Dates, Specific Users, Teams, Particular Inboxes, or a particular rating. 

However, it's important to note that WhatsApp ratings are not currently recorded in the system.

 Tags

Tags refer to specific keywords or labels that are used to categorize and organize the ticket. These tags will help you to easily identify, locate and determine the number of tickets associated with a particular tag. This enables efficient ticket management and facilitates quick access to relevant ticket groups based on specific topics or criteria.

Note: currently, the Tags option has limited functionality.

​

Call Logs

Call Logs refer to a record or history of all incoming and outgoing phone calls made by an agent or a client. These logs typically include essential details about each call, such as the recording, date and time of the call, the phone numbers on which the call was made, caller ID, call duration, and the name of the agent handling the call

You will get an option to employ different filters for sorting call logs. These filters include Dates, Sources (Hello/API), Destination, Inbound/Outbound calls, Specific agents, or based on the call status. By utilizing these filters effectively, you can efficiently manage and review call data according to your specific requirements and preferences.

Note: Currently, we do not have the option to export the call logs.

​

​

Message Report

​

A message report refers to a detailed summary or analysis of inbound/outbound messages (tickets) exchanged between clients and teams within a communication platform. This report typically includes essential information about the count of tickets received, as per Team or agent wise. Message reports serve as valuable tools for monitoring communication patterns and, analyzing message volume.

You can filter out the data based on below three criteria:

a) Team-wise Report:

Performance

​

A performance report refers to an analytical tool used to assess and evaluate data related to ticket transfers within internal teams. Additionally, the report tracks the status of client tickets, including those that have been snoozed, closed, reopened, and marked as spam.

You can filter out the data on the basis of Team or Agents.

Sample Data after clicking on the 'user' icon ()

Working Hour

​

A working hour report refers to a detailed record and analysis of the hours during which an individual is actively working or available to handle tickets.

The working hour report is a valuable tool for monitoring productivity, assessing resource availability, and identifying peak periods of activity.

Here, you can check the data on the basis of Dates or Specific Agents. You will get a detailed report of the total number of outbound messages sent by the agent with respect to the time mentioned on the scale and their active working hours.

​

How to close/snooze bulk tickets in Hello Inbox?

We have a great feature using which you can perform bulk closures or snoozes for email tickets with just one click.

Step 1:  After login into your MSG91 account go to the Hello.

Step 2: Select the inbox of your choice.

Step 3: Select the tickets you wish to close/snooze.

Step 4: You can choose an option (Snooze or Close) to indicate whether you would like to snooze the ticket or close it.

Step 5: Once you select any of the actions a pop-up will appear you just need to click on the close button and all the mails will be closed.

In HELLO, you have the ability to manage notification messages (toasts) related to actions such as opening, closing, snoozing, blocking, and assigning. You can enable/disable the settings anytime with the toggle button..

In Hello, Go to manage -> all inboxes -> select the Notification option.

If you have selected all settings options then you will receive the notification if:

- When the setting is configured as "both", notifications will be received on both the mobile app and web platform.

​

- If the setting is set to "none", no notifications will be received.

- When set to "web", notifications will exclusively be received on the web platform.

​

- Conversely, if set to "mobile", notifications will exclusively be received on the mobile app.

New Message Notification Functionality:

- If an agent or a team (where the agent is a member) is assigned to a ticket, notifications for that ticket will be sent to the agent, following their notification settings.

- If channels are not assigned to the agent's team (where the agent is a member), notifications for channels assigned to other teams will not be received.

​

- If a channel is assigned to a different agent (Agent B), notifications for that channel will not be received.

​

- Filters will not impact notification settings; only settings applied in the notification panel will be utilized.

​

If you are working with the filters of team or individual then in that case the notifications will work like this:

- The agent's notification settings take precedence, and filters do not impact notifications.

- Upon an agent's initial addition to the company, the default dashboard setting includes all (agent, team assigned to agent, unassigned). This applies if no manual adjustments are made in the notification settings panel.

- Regardless of the module where the agent is present, if a message is received while the agent is active, the notification settings of the respective inbox will be utilized.

​​​​ 

To create a user account through MSG91, there are two types of login - Employee and User

Employee refers to the people working in the company, HELLO directly supports only Employee Login

To begin with HELLO, the first step is to create a User account with MSG91 (control.msg91.com)

Once you log in with MSG91, on your Dashboard you will find HELLO - Contact Center

In HELLO, click on 'login to beta', its employee page is displayed

The user has the main account with MSG91 and does not have access to the contact center. If he wants to use the contact center, he must add himself under the manager.

User has the main account with MSG91 and does not have access to contact center. If he wants to use the contact center, he must add himself as a manager. 

Now, to access contact center you should login with 'https://hello.msg91.com/'. In the contact center there are there levels of hierarchy that are mentioned below.

Three levels of hierarchy - 

The topmost is Manager, who has the highest priority.

Second is a Team Lead, who can access the call logs of various employees.

Third is an Employee having least number of rights. Nobody can be added under employee. 

Once you have created an User account with MSG91, you can easily add employees and they can access the contact center with 'hello.msg91.com' with the same credentials used while creating an Employee.

User has the main account with MSG91 and does not have access to contact center. If he wants to use the contact center, he must add himself as a manager. 

Now, to access contact center you should login with 'https://hello.msg91.com/'. In the contact center there are there levels of hierarchy that are mentioned below.

Three levels of hierarchy - 

The topmost is Manager, who has the highest priority.

Second is a Team Lead, who can access the call logs of various employees.

Third is an Employee having least number of rights. Nobody can be added under employee. 

Once you have created an User account with MSG91, you can easily add employees and they can access the contact center with 'hello.msg91.com' with the same credentials used while creating an Employee.

HOW TO CREATE GOOGLE BUSINESS CHAT INBOX

Start your google business chat inbox integration with HELLO 

To establish a Google Business inbox, facilitating seamless communication with customers who utilize Google Business Chat to engage with business.

Steps to enable google business chat

Step 1. Go to "Hello", under the Manage option, click on All Inbox and click on the 'Create Inbox' button. 

Step 2. Go to “Google Business Chat” option, Click on create Inbox. 

Step 3. Now you can see that they are asking for 3 credentials to create Inbox. 

            If you are not having these credentials then, click on the link given below. 

Step 4. Now fill out the Google Business Form which you can see, Fill out your Business Details

Step 5. After submitting this form you will get an email from BM Support. Complete the process as mentioned in the mail. Once the process is complete you will receive another mail form MSG91 with credentials within next 24 hours.

Step 6. Now use your credentials to create your Inbox.

To set up Whatsapp with Hello, follow the below steps: 

1. Login to your MSG91 account.

2. Choose the Whatsapp option. 

3. Click on the Number option and then click on the Add button.  

4. Select Hello and save the settings. 

5. It will start reflecting the same in Hello. 

To connect your  Instagram professional account with Hello, you have to complete/do these tasks: 

1. Instagram inbox creation and Instagram integration with app (meta-developer). First user needs to create a Facebook page

2. and then integrate a professional Instagram account with it.

Step 1: Create a Facebook page:

• You have to click on the “+“ button and then click on the "Page"

• Then fill up the mandatory details for the page creation.

• Your page has been created

Step 2: Create an Instagram account and convert it to a professional account:

• Create your Instagram account with the same Facebook account (preferable). It means you have to sign up with Facebook or sign up with the same email.

• After creating an Instagram account convert that Instagram account to a professional account.

To set up an instagram business account:

• Go to your profile and tap in the top right-hand corner.

• Tap Settings and Privacy.

  • For some accounts, the Switch to Professional account option will be listed directly under Settings and Privacy.

• Tap Account type and tools.

• Tap Switch to a professional account.

• Tap Continue.

• Select a Category for your business and tap Done.

• Tap OK to confirm.

• Tap Business.

• Tap Next.

• Add contact details and tap Next. To skip this step, tap Don’t use my contact info.

• To share logins using Accounts Center tap Continue. You can follow the steps to connect your business account to a Facebook Page associated with your business. This step is optional and will make it easier to use all of the features available for businesses across Meta. Note: At this time, only one Facebook Page can be connected to your business account. To skip this step, tap Not Now.

• Set up your professional account by completing the optional steps or tapping X on the top right corner to return to your profile.

• To display or hide business information on your profile, go to your profile and tap Edit profile. Go to Profile display under Public Business Information to choose whether you want to hide or display your category label and contact info. Then, tap Done.

• 
  

Note: You can do this via web app or mobile app both

To know more about this click on the link: https://help.instagram.com/502981923235522

 Here's a screenshot for reference, click on this switch to a professional account and fill in details or skip as per your convenience

Step 3: Now we have to integrate the Facebook page that we created earlier with the instagram professional account:

There are two ways to do it but I would suggest you do it via the instagram app as it is easier to integrate.

• Login to your instagram professional account in the instagram mobile app
  
  

• Now go to edit profile
  
  

• Now Click on - 'Connect’ or ‘Create page’

• Select the page you have created after proceeding to authentication

• Do not forget to enable Message Control Connected Tools Settings.

• In order to manage Instagram messages via API, Instagram Professional accounts will need to enable the connected tools toggle under Message Control Settings.

​

Click on accept and proceed

Note: Sometimes you may face this error while creating an inbox of instagram in Hello.  At that time Please wait for 60 minutes before proceeding or recreating instagram inbox.

1. Steps are mentioned below for creating the instagram inbox in hello​

2. a. Go to all inbox in the hello panel and click on the create inbox on the right-hand corner. 
   

b. Now select instagram - create inbox.

     c. This will start the Facebook authentication integration process which will further proceed with instagram integration

d. Now all the integrated instagram professional accounts integrated with the selected Facebook pages will be displayed for selection. Select the account you want to integrate, that is connected with the Facebook page.

           e. A new inbox will be created with a new instagram account username as the inbox name and inbounds for the messages will start to drop here.

Integration flow for now:
Previously, users couldn't integrate the same account into another company if it was already integrated elsewhere with an enabled inbox. Now, they can, as long as they disable the account/inbox integration in the other company at the backend.

How to use Hello in Mobile Application?

​

You can download Hello mobile application from the below mentioned links for IOS and Android phones::

https://play.google.com/store/apps/details?id=com.hellornapp&hl=en&gl=US

https://apps.apple.com/in/app/hello-by-msg91/id1635375551

In this article we will show you how to use Hello Mobile Application

1. Once the application is installed on your phone please login to Hello App using the option Login with Google.

2. You can select the company for which you want to access the Hello (only applicable if you are added in multiple companies).

3. Once the company is selected you will directly land in the Hello chat box, here you can view all the chats for this accounts (Open, Snoozed, Closed, Unassigned and Mine)

4. You can click on the mail icon on the right hand side top corner to view the email inboxes associated with your account.

5. In case you have multiple email inboxes, you will be asked to select the inbox which you want to view.

6. In order to use our call services on Mobile application click on the compose option and then click on call.

7. Click on Wireguard to download Wireguard for your mobile phone.

8. Now install Wiregurad if not already installed.

9. Once installed you can click on download option to download the VPN credential to be entered on Wireguard.

10. Add a tunnel on Wireguard and enter the downloaded credentials.

11. Click on the reconnect SIP option to be able to make the calls. Make sure to enter mobile number with country code while making the call.

​

Twitter Integration Flow - 

You will need to create a Twitter app to integrate Twitter under MSG91. This can be done on the Twitter app.

Step 1: Go to the official website of Twitter and create a new account. 

For Twitter’s official website click on: https://twitter.com/i/flow/login     

Step 2: After signing up on Twitter the next step will be the birth date. 
Select your birth date and click on the next button. 

Step 3: After selecting the birth date, the next step will be the customization of the experience. You can track where you want to see Twitter's content across the web. 
Click on the next button once it’s done.

Step 4: After selecting the place for your experience on your Twitter, the next step will be the username for the account. Twitter will also provide you with some suggestions for the name, otherwise, you can also create one. 

Step 5: Click on allow notifications if you want to receive all the notifications on Twitter otherwise you can also skip it

Step 6: Click on the language you want to use on the Twitter platform. 

Step 7: Here you will be provided with the list of interests that you want to go through the platform. Click on the interest as per your preferences. 

 Step 8: After completing all the steps, your Twitter account is ready. s

Step 9: Click on more options from the side panel.

Step 10: In the more option click on the settings and support option. 

Step 11: In the settings and support option click on security and privacy. 

​

Step 12: Click on privacy and safety. 

Step 13: Click on direct messages. 

Step 14: In the direct messages option click on every one. 

. 

Step 15: On MSG91 Panel, go to Hello and click on all inboxes, after that select Twitter and click on Create Inbox. 

Step 16: The panel will showcase the name of your Twitter account in the top right corner, if that is the account, click on the authorize app. 

​

Step 17: The inbox will be created for your Twitter Account. 

 Twitter Outbound Flow - 

1. First of all, the client needs to complete the Twitter sign-in flow before proceeding to Outbound Messaging.

2. After Successfully logging in to a client we will get the user ID, access token, and token secret of that client, using these credentials we will proceed towards sending outbound.

3. The client needs to choose the user by providing the list of usernames and then send the message to the selected user.

4. There is a limit for sending outbound i.e. 5 requests/15 mins( per user).

5. Users and clients  will have to enable direct messages from everyone under twitter account privacy settings .If the user has not enabled this setting then we can't send messages to them.
   ​
   Twitter Inbound Flow  - 
   

   1. For Inbounds or getting the message from a user, there is no Webhook functionality by twitter. So, we need to fetch the messages of a particular user by using the get API of twitter.

   2. There is a limit for getting inbounds also i.e. 3 requests/15 mins( per user).

   3. There is a DM events API for getting all messages of the user and whose limit is 5 requests/15 mins (per user).​
      

The agent has to select the required type of message from a dropdown list and then send the message.

To send an RCS type of message, the client's phone must be RCS enabled and the employee can see the client's phone status on the client details (right side of contact center panel.

Types of messages available to send to clients are text messages, media, suggested replies, dial, view location, share location, open, URL calendar event, rich card, and carousel.

A text message is a normal message.

Media is a video, audio, or picture file.

Suggested replies help in automated services. In this, the agent can decide what is to be answered by the client.

The dial is sharing a number with the client.

View location is sending any location to the client, just by entering the name of the place.

Share location is sent by the agent to the client, when the client clicks on it the client location is shared with the agent.

Open URL allows us to send the URL in a conversation.

A calendar event allows to send of a reminder, or event to the client and the client can directly add this to his calendar.

To use RCS in HELLO, the manager needs to integrate RCS initially.

There are four statuses of RCS integration for a user. If there is no step taken to integrate RCS, the status will be “RCS not integrated”.

To enable RCS, the manager has to fill in the required information in a form. It will hit the rcsIntegration post API and store all details in our database. 

At this stage, the status is “Pending” and at this stage only, the manager has the right to delete the request for RCS integration. After this step, if the user has to delete RCS integration then he has to mail it to our support team (you will get it in response on clicking over the "Remove RCS integration" button).

After this, our agent will handle the integration for RCS and will change the status accordingly.

You can start a conversation using RCS only if the status is “ RCS activated”

The integration of Email Inbox with Hello allows you to manage your queries together using a shared inbox with various functionality. For example, you can assign a particular mail to an employee, snooze or close the ticket, and access conversation in different sections.

> Login to your MSG91 account and open Hello.

> Select the All Inboxes option from the Manage section in the left sidebar. Click on the Create Inbox button.

> Then Click on Create now button in the Email Inbox.

> Select the Create Now option. Choose the MSG91 Inbox for using forwarding for the MSG91 Inbox Email API services and use the GoogleInbox for using forwarding for the MSG91 Email SMTP services.

For integrating the Google Inbox, please refer to this article.

For MSG91 Inbox, provide the Inbox name, select the domain, and enter the email.

> Click on next and give permissions by selecting a team or at least a team member.

> Once done click on verify email to complete your verification.

> You can then access your inbox from the inbox section.

> Once the email is created You can then compose an Email, Just select Create Inbox

>You can Add tags for each conversation to help you with analytics. 

> You will see three options there - Edit Inbox, Permissions, and Workflow

> If you have sent a mail by mistake, or if you have missed any important points, you can undo the mail. You can also select the gear icon on the right of the Inbox from the sidebar to edit the settings. 

You can add tag for each conversation You can assign tags to help you track the analytics of different conversations. Tags can help you keep your conversations organized and easy to analyze..

• Then select Analytics and click on TAGS 

• Once done select Tags name from this option, once you click you will be able to see all the name of tags selecting which you can see the reports.

Understanding the components of the vertical navigation bar. Here is a video guide—

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 that 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 conversations 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 for any conversation from the search bar. And access Your open, snoozed, and closed 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

3. 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

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

5. Manage - You will see various sections under this section - Inbox, Replies, Bot, Teams, Tags, Blocked clients, Knowledgebase. 

Inbox - This section helps you to see all the inboxes created by you for Whatsapp, chat and Email. You can create your new inbox from here.

Replies - This section helps you to save reply so that you can use it anytime while replying.

Bot - This section help you to create your own bot

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

Tags - You can see all the Tags created by you from this section.

Blocked clients - This section will show all the clients blocked by you. You can also manage them from here.

Knowledgebase - From this section you can manage settings of your knowledgebase section and configure knowledgebase.

6. Support - This section help you to access help docs, request a feature and start a live chat.

Here are the steps to create and integrate a Chat Widget :

1. Go to your MSG91 panel and click on"Hello".

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2. Select the Manage option from the sidebar and select the Inboxes section under it.

How to Create Chat-widget 
First thing is to Create Inbox , Click upon Create Inbox .

• Select Integrate Chat Widget As Inbox.

• Filling in the required details in the Chat widget , after filling all the details Click upon save and Save the Widget.

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• Click upon Integration and Copy the Code which is going to be added in Header or Footer of the Website

• Afterwards give some changes in Code according to use-case of Widget 

For example. If you only want to hide the Launcher then Type True instead of <True/False> And rest all Four would be False 

 { widgetToken: "XXXX",

  hide_launcher: true, // override default widget hide launcher settings

  show_widget_form: false, // override default widget show client form settings

  show_close_button: false, // override default show close button widget settings

  launch_widget: false, // override default launch widget settings

  show_send_button: false, // override default show send button widget settings

  unique_id: <unique_id>, // any unique id, could be username, email etc.

  name: <name>,  // optional, if not passed in code, a form will be displayed

  number: <number>, // optional, if not passed in code, a form will be displayed

  mail: <mail>, // optional, if not passed in code, a form will be displayed

  country: <country>,

  city: <city>,

  region: <region>

};

;

</script>

<script type="text/javascript" onload="initChatWidget(helloConfig, 5000)" src="https://control.msg91.com/app/assets/widget/chat-widget.js">; </script> // If you want to load widget with a delay, can pass 2nd param for delay in milliseconds"

 
Note- Paste the Code on your Web-page's Header Or Footer as per requirement.
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• After that Chat-Widget will get integrated to Your website and after these following steps, Bot can get linked to that Widget  

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• Select the Desired inbox and Click up-on 3 dots and select Bot Settings 

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Select the Bot In the Drop down Window

• Select the Bot and Click upon Update 

• Bot has been Integrated to Widget successfully .

Hello offers you the option to summarize chats to provide a brief overview of the conversation. It saves the agents' time and helps the agent to get a quick grasp of the whole conversation and reply accordingly. 

1. Login to your MSG91 account and open Hello.

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2. Select the chat that you wish to see the summary for and click on the Summarize button in the reply box. 

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3. It will provide you with a brief summary of the whole conversation of the chat in the reply box.

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Introducing sticky assignment, a feature designed to maintain continuity in ticket handling. 

Tickets will be automatically reassigned to the same agent or bot if reopened from a closed state, ensuring seamless customer support.

1. To access these features, head to the "All Inboxes" section, Now select the desired inbox settings, 

2. Click on “ Sticky Assign”

3. Now enable the toggle button, It will ensure that- Sticky assignment ensures that tickets are reassigned to the same agent or bot if reopened from a closed state; otherwise, they will remain unassigned or will be assigned to a bot in  the case of the integrated bot, if the feature is disabled, 

How to Add the API in Function Call

Function- API Addition

To utilize function call functionality, you need to enable the function.

1. Condition 1 -It should be enabled

You can create the function in two ways:

• Adding it manually.

• Utilizing the Import curl functionality.

Using import curl Functionality

​Paste the copied curl into Windows after selecting the import curl button.

Add Manually 

 Add the URL: In this, you have to select which type of API you are using- GET, POST, PUT or DELETE.

2. Now Add Header Key:

You can add the header key for three purposes:

Identification: For identifying purposes like content type

Authorization: For authorization purposes like Awthkey or JWT

Data Input: For the type of data you will accept, like JSON

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​ 3.  Add Key Value:

           In Key Value you have to provide the value for the header key, you have set.  

           Like: Header Key: Content-Type, Header Key Value: Application/JSON. 

           4.In Request Body:

• In the case of the request body of the function use ‘$’ to use session data.

How to send QUERY PARAMETERS in URL

Only applicable for GET API

Whatever parameters you want to add, just add that parameter in the request body in JSON format- Don't define the content type in the header.

To use the API response 

6. In Get Response

When you click on this button- Whatever you have filled in the API, The API will be hit with all the inserted data that you have filled in. According to that data, the API will respond and Showcase the API result.

You can select the API keys from the API result for further use in other sections of the intents.

After adding the API you have to select the API template in the Function Call section of the Bot

• Success Response: What response do you want to send to the customer in case the API hit is successful 

Here you can define the variables with the help of

    ‘{‘ = for slots

    ‘[‘ = for sessions

    ‘$‘ = for response key

•  Failure Response

Here you can define the variables with the help of:

    ‘{‘ = for slots

    ‘[‘ = for sessions

​Special Characters Usage in the Bot 

User Input Uses:

With curly brackets ({XXXX}), the user input values can be utilized in the user input’s confirmation response or decline response, function call’s success response or failure response, and closing response sections of the current intention's bot.

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User Input- Confirmation response

Functions Call - Success and Failure Response

Use of Session Data

1. To use the session data you have to insert ‘[’ - Then a dropdown list will open with all the session data. In the case of the request body of the function use ‘$’ to use session data.

2. Session data contains:

   1. Client Information- name, number, and email address

   2. User Inputs

   3. Function Variables

3. You cannot access the session data in the client query. 

Examples:How to use the session data in Request body

How to use the session data in other sections of the intent except client query

How to define variables in the request body of the function

Use “##VAR{Any number}##”  to insert variables 

For Eg. “Name”: ##VAR1##

NOTE: In ##VAR##,  ‘VAR’ must be in Capital and as well as it should be in between inverted commas, Otherwise the bot will treat this as a normal sentence.

Here are the general steps for integrating an SMTP service with your HELLO inbox:

Step 1:- Log in to your Gmail account & click on the "Google Apps" icon in the top right corner of the screen.

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Step 2:- Click on "Account" to access your account settings.

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Step 3:- After clicking on account, Click on "Security".

Step 4:- Click on "2-Step Verification.

Step 5:- If the two-factor authentication is off then Click on "Get Started"

Step 6:- Enter your Gmail password and click "Next".

Step 7:- Enter your mobile number and click "Next".

Step 8:- Enter the verification code you receive on your mobile and click "Next".

Step 9:- Click on "Turn On" to activate 2-Step Verification.

Step 10:- You should see a green tick mark confirming that 2-Step Verification is now on.

Step 11:- Click on "2-Step Verification" again and enter your Gmail password to verify your account. Then, scroll down to the "App passwords" section.

Step 12:- Select "App", then select "Other (Custom Name)", enter any name you like (e.g., "Test") then click on Create.

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Step 13:- Copy the 16-character app password that is generated.

Step 14:- Then go to “HELLO” Click on "Manage" and then click on "All Inboxes" & then click on "Create Inbox" .

Step 15:- Click on "Create Now" next to "Email".

Step 16:- Click on "Create Now" (Google).

Step 17:Enter the required details, For example-

Inbox name:- ("Test") 

Gmail address:- ("[email protected]")

Password:- Enter the 16 characters app password (abcd efgh ijkl mnop) which we copied earlier in step 13.

Visit this site for IMAP Hostname, IMAP Port, SMTP Portname, SMTP Port- 

https://www.google.com/search?sca_esv=8f10e191a729178d&sca_upv=1&rlz=1CAIWTJ_enIN1110&sxsrf=ADLYWILrY6JLRXctWGV9YiAmlyui1161tA:1716542991184&q=smtp+host+name,+smtp+port+,+imap+hostname,+imap+port+name+for+gmail&spell=1&sa=X&ved=2ahUKEwjpoez5_KWGAxUyzTQHHXufDJsQBSgAegQIChAB&biw=1920&bih=945&dpr=1

Step 18:- Click on verify

Step 19:-Select the members and teams you want to add to the inbox, and click on "Next".

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Step 20:- Click on Save

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Hello - IOS Wireguard

Process in IOS for Wireguard setup to start the calling in Hello

1. Go to Hello, Click on Compose- select the call option.

2. Click on the wireguard.

3. Download this wireguard.

4. Now again go to Hello - Now click on the download button.

5. In the share option select the Wireguard app.

6. It will open the wireguard and start the toggle.

7. Again go to Hello, Click on the Reconnect.

8. Add the phone number with 91. And start calling.

Video Link: https://files.msg91.com/293020/uoqdefqq

SMTP OUTLOOK

For OUTLOOK: 

1. Create an account on OUTLOOK or log-in with the already created account.
       

2. Click on setting gear icon at right top most corner

3. Click on sync email under Mail directory in popped up window then click on view POP, IMAP and SMTP settings at the last of the window.

4. In the opened window expand POP, IMAP, and SMTP settings for outlook.com (first choice) 

5. Copy the imap and smtp hostname and port number
   
   

   

6. Enable Two step verification by clicking on right top most corner on profile logo – > my microsoft account →  security

7. After turning on two step authentication click on Create a new app password under App passwords

8. Copy the app password created and follow the next steps with hello for the integration of outlook smtp with hello.

Integration:

User need the following SMTP server credentials, All the mentioned details can be retrieved from the outlook dashboard.

1. Username:  email or username provided by SMTP server configuration

2. Password:  password to authenticate the username for communication with server (Password is saved encrypted in database with AES Encryption) 

3. SMTP Hostname: SMTP server hostname provided by server manager

4. SMTP Port number:  port number for different type of connection as of now using ssl connection having default part of 465.

5.  IMAP Hostname:  SMTP server hostname provided by server manager

6. IMAP Port number: port number for different type of connection as of now using ssl connection having default port of 465.

7. Integration Type:   for now using both the services (SMTP and direct mailer integration) , so need to differentiate between these two integration methods 

 If Error raised with “invalid credentials or cannot authenticate SMTP server then integration might not be successful due to invalid credentials.

Inbox Filtering by Last User/Agent Reply

​​Overview:

In the latest update, we've introduced a feature that allows you to filter your inbox tickets, including live chats, emails, WhatsApp, Facebook, or Instagram messages, based on the last reply sent by either the user or the support agent..

This can help you in segregating the tickets if they are pending from agent or user side.

How It Benefits You:

Filtering by the last reply is a powerful tool that can help streamline your ticket management process in the following ways:

• Ticket Segmentation: You can easily categorize tickets based on whether they are pending from the agent's side or the user's side. This segmentation helps prioritize and manage responses effectively.

• Efficient Workflow: By sorting tickets based on the last interaction, you can focus your attention on those that require immediate action or follow-up.

• Improved Customer Service: Ensuring timely responses and addressing pending issues promptly contributes to enhanced customer satisfaction and support team efficiency.

How to Use the Feature:

Step 1: Login to your MSG91 account and open Hello. 

Step 2: Access your Hello inboxes interface. Click on the 'Filter' icon.

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Step 3: Look for the filter "by Last Reply" option. Select "All", "Client", "Agent" or "Bot" to filter tickets based on the last interaction. Click on 'Apply' button.

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Step 4: Review the filtered tickets and take appropriate actions as needed.

Step 5: You can also locate the tickets on the basis of icons visible in the ticket sidebar. 

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By leveraging this feature, you can enhance your ticket management process, provide timely responses, and deliver exceptional customer support.

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              How to create an AI bot using ChatGPT

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Step 1. Go to "Hello", under the Manage option, click on Bots and click on the 'Create Bot' button. 

Step 2. Choose the Bot type as ChatGPT. Create a Bot by giving a Name, Fallback Response, and Description. Click on Save.

Step 3. There are 2 options Bot Details and Configure Bot. For filling the details manually choose Bot Details and for conversational bot creation click on configure Bot. 

Step 4.  Bot Details: 

• ​Fill out the Industry Type, About company in detail.

• Knowledgebase data source where you can put the URLs of your company help articles. 

• API Calls, add the API. 

• Write Welcome Message. 

• Prompt + General Prompt, this is to provide instruction to the Bot. 

• For Testing the Bot, you can click on Review Bot. 

OR

Step 5. Configure BOT: 

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In configure bot, the bot will ask you the details about your company, features, specific queries etc. Answer the bot and it will configure your BOT based on the responses. 

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If you encounter the 'Embedded Browser Disabled' error during the integration of the Facebook inbox into the Hello Mobile App, please follow the steps below to resolve the issue.

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​1. Open the Facebook app on your Android device and tap the “Menu” button at the top right corner..

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2. Select “Settings and Privacy” and then “Settings”.

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3. Select option "Media".

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4. Find the option “Open links in external browser”, turn it on and you’re done!

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Integrating the Hello chat widget into your Facebook page allows you to handle and manage your page's user queries directly with Hello.

1. Log in to your Facebook account and open the Facebook Page. If not, create a Page on Facebook.

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2. Log in to your MSG91 account and goto Hello.

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3. Navigate to Manage > All inboxes > Create inbox > Facebook

• Click on create now, if asked to enter a username and password then enter your Facebook credentials and click Log in.

• If already logged into Facebook, continue as your account.

• Select the page you want to integrate with Hello.

4. The Page name will be visible in the list of Facebook inboxes.

5. Now, open your Facebook account and search for the integrated page. Send a message.

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6. The message sent on the page would be shown on HELLO in a new channel. If the user already has an existing conversation, then it would be shown in the previous channel.

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Filter 

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In this feature, we provide the option to create and save your filters.

To create your own filters you can follow these steps:

Go to filters on the left side in the Hello panel:

A panel will open on the right side:

You can select which inbox you want you can multi-select the inboxes too.

Now select the start and end date in between which you want the chats.

You can select By Assignee- to whom it is assigned to 

You can select a particular or multiple teams or agents.

Now click on save at the bottom.

A window will open, give the filter its name and color, and click on add.

GMAIL Integration Doc:

Step 1: On MSG91 Panel, go to the HELLO Service. In HELLO go to all inboxes and click on Create Inbox Button.. 

Step 2: Click on Email and select Create Inbox. 

Step 3: Click on Gmail to Create Inbox. 

Step 4: Enter the name of the Inbox according to your preference. After that click on Continue with Google. 

Step 5: Select the Email Id through which you want to integrate the Gmail Inbox.

Step 6: Click on the allow button to enable the Gmail integration. 

Step 7: Give permission to you team and agents to see this inbox tickets.

Step 8: Your Gmail Inbox is being integrated with Hello. 

Step 9: Click on the Inbox name in the side panel to view all the mails. 

Step 10: You can view all the incoming mails in the open section of your Inbox. 

Step 11: You can also reply to the mail directly from the Hello Inbox.

After creating a Gmail inbox, you can view all new emails in your inbox without threads. You can see all the emails received after setting up your Gmail inbox.

 We are supporting the feature of emojis to react to messages in Whatsapp chats and, you'll also be able to see the client's reaction to a specific chat in Hello-Chat. 

Here is the screenshot of the message in which the user reacted to our message on WhatsApp.

 And the same can be visible in your Hello-Chat like this: 

NOTE: These reactions are only supported by META. If you are using another vendor such as Vonage, 360, etc., you won't be able to see the reactions on Hello chat.

You can paraphrase your email and chat replies in Hello. This will help you to make your content more readable and understandable.

Type your reply in the reply box and then use the stick icon to paraphrase it.

Email- 

Chat-

You can adjust the feedback settings for the Email and Chat Inboxes in Hello, enabling your users to share their thoughts on their conversations. Users will be asked to share the feedback when the ticket is closed.

1. Login to your MSG91 account and open Hello.

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2. Select the gear icon on the right of the desired Inbox from the sidebar.

OR

Select the All Inboxes option from the Manage section in the left sidebar and navigate to the desired inbox from the dropdown. Click on the gear icon on the right of the desired Inbox and select the Feedback Setting option.

Personalize this feature by adding your own content and brand logo. A preview of how the feedback prompt will be visible to the user is shown here.

The analytics for the feedback can be viewed from the Feedback section in the Analytics option in Hello.

You can filter the feedback by Date, User, Team, Channel, Inbox, and Ratings.

Our new text translation feature lets you select your preferred language for chats. Receive messages in your chosen language, ensuring seamless communication with users. 

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Whether it's English, Hindi, or any other language, you'll receive messages in your preferred language automatically.

1.To access these features, head to the "All Inboxes" section and enable Text Translation.

2.Elect your preferred language from the dropdown.

What is Identity Verification

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Identity Verification ensures private conversations and prevents impersonation of users. If you have a Chat Widget integration with logged-in users, using Identity Verification is strongly recommended.

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What is Impersonation?

Impersonation is a process where one user or entity temporarily assumes the identity and privileges of another, typically authorized for access to resources. It is often used for administrative or delegated functions while adhering to security and access controls.

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What is logged-in?

If the Widget Configuration includes the email or unique_id, the client is considered a logged-in user.

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What is a user impersonation attack?

Without Identity Verification, anyone can interact with your Widget and impersonate another user by providing a known identifier such as their email or unique_id. This can lead to an attacker posing as a legitimate user and gaining access to previous conversations, along with potentially sensitive data, which can be a significant risk to your team's security.

How does Identity Verification protect your company?

With Identity Verification, you generate a unique user hash for each of your users based on their email or unique_id and your company’s identity verification secret. Your integration will generate and send these hashes along with every Widget request allowing us to trust that the user request truly came from you.

Set up Identity Verification

User hash is created using a unique secret key, which is accessible in the Hello panel. 

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Step 1: Get Secret Key

1. Login to MSG91 account and click on hello. 
2. Go to all inbox and select the setting of chat Inbox. 
3. In Widget Settings, under configuration, you will find the secret key. 

Keep the secret key confidential and do not expose it in public repositories. 
Store the secret key in a secure environment.

The secret key is automatically generated when a Chat widget is created for a company in the Inbox.

Please note only owners and admins have access to the secret key. Only Integration Edit permission users can see the secret key and request for a new secret key.

Step 2: Generate and send hashes for your users

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Now you'll need to generate an HMAC on your server for each logged-in user and send it to Widget. 

To generate user JWT tokens in different programming languages, please use the codes provided below as a reference.

 Python

# requirement
$ pip install PyJWT

# code for generating jwt
import jwt
import time

# Header for jwt token

header_data = {      
    "alg": "HS256",
    "typ": "JWT",
    # Set verify_exp to True if you want to enable expiry of token else False
    “verify_exp”: True 
}

payload_data = {
    "unique_id": "user_unique_id",

    "mail": "user_email_address",

    # For time in seconds pass seconds in seconds argument, for minutes pass minutes in minutes argument
    "exp": datetime .datetime .now(tz=datetime.timezone.utc) + datetime.timedelta(seconds=60)  
}    

# Your secret key
my_secret = ‘your_secret_key’

# Generating jwt token
token = jwt.encode(headers=header_data,
    payload=payload_data,
    key=my_secret,algorithm="HS256"
)

Node 

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# requirement 
$ npm install jsonwebtoken

# code for generating jwt

// jwt token without expiry 

var jwt = require('jsonwebtoken');

let my_secret = ‘your_secret_key’;

let payload = {
    "unique_id": "user_unique_id",
    “mail”: “user_email_address”,
}
// Set verify_exp to  True if you want to enable expiry of token else False
var token = jwt.sign(payload, my_secret,{header: {“verify_exp”: false } })  


// jwt token with expiry 

var jwt = require('jsonwebtoken');
let my_secret = ‘your_secret_key’;
let payload = {
    "unique_id": "user_unique_id",
    “mail”: “user_email_address”,
    “exp”:Math.floor(new Date().getTime() / 1000)
}
// Set verify_exp to  True if you want to enable expiry of token else False
var token = jwt.sign(payload, my_secret,{algorithm: 

"HS256"

 header: {“verify_exp”: true } })  
          

Java

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# requirement 

<dependency>
    <groupId>io.jsonwebtoken</groupId>
    <artifactId>jjwt-api</artifactId>
    <version>0.11.5</version>
</dependency>

<dependency>
    <groupId>io.jsonwebtoken</groupId>
    <artifactId>jjwt-impl</artifactId>
    <version>0.11.5</version>
    <scope>runtime</scope>
</dependency>

<dependency>
    <groupId>io.jsonwebtoken</groupId>
    <!-- or jjwt-gson if Gson is preferred -->
    <artifactId>jjwt-jackson</artifactId>
    <version>0.11.5</version>
    <scope>runtime</scope>
</dependency>

<!-- Uncomment this next dependency if you are using JDK 10 or earlier 
and you also want to use RSASSA-PSS (PS256, PS384, PS512) algorithms.
JDK 11 or later does not require it for those algorithms:

<dependency>
    <groupId>org.bouncycastle</groupId>
    <artifactId>bcprov-jdk15on</artifactId>
    <version>1.70</version>
    <scope>runtime</scope>
</dependency>

-->

# code for generating jwt

Header header = Jwts.header();
header.setType("JWT");
header.put("verify_exp", true); 
long nowMillis = System.currentTimeMillis();
Date now = new Date(nowMillis);

String jwtToken = Jwts.builder().setHeader((Map<String, Object>)header).setExpiration(now).signWith(SignatureAlgorithm.HS256,"your_secret_key".getBytes()).compact();

Note:

• If mail and unique_id are passed then the user hash is calculated based on unique_id
• If only mail is passed in JSON data without unique_id then mail is used to calculate the user hash.
• If only unique_id is passed then unique id is used to calculate hash.

Step 3: Verify JWT

1. Once after creating your JWT Token, verify it by clicking on "Verify JWT."
2. Copy your dynamically created JWT and if it shows Signature Verified you are all set.

Step 4: Send JWT in Widget Configuration

Pass generated JWT for logged-in users, E.g.

var helloConfig = {
    widgetToken: "XXXXX",
    user_jwt_token: "ENTER USER JWT TOKEN HERE",
    unique_id: <unique_id>, 
    name: <name>,  
    number: <number>,
    mail: <mail>
}      

Regenerate Secret Key

If required the secret key can be regenerated from the Hello end by clicking "Regenerate Secret Key." 

The agent will be prompted to specify the expiration time for the old secret key, during which both the old and new secret key's JWT tokens will remain operational. 

After this expiration, the old secret key will be deactivated, and any JWTs created with the old secret key will no longer be verified.

Hash Key Verification

For Logged-In Users (When Email or Unique_ID is Provided in Widget Request):

The first step is to check the user's JWT token. If the user's JWT token is not provided in the request, a forbidden (403) request will be raised.

The user JWT token is authenticated at the Hello end using the same secret key employed by the widget's backend for JWT token generation. Therefore, it is imperative that widget integration aligns with the website backend. If the user's JWT token does not match, a forbidden response will be returned.

For Logged-Out Scenarios (When No Unique_ID or Email is Available):

No user JWT token is required, and the functionality will remain unchanged.

JWT Creation Information:

The process of JWT creation is displayed on the panel, allowing clients to integrate the widget with the necessary JWT logic for different backend systems.

NOTE: This functionality is only available to the sites that have their backend manageable and can pass the jwt_token without exposing the secret key at UI. For example, sites that are built on Shopify, WordPress, and other static sites.

It is crucial to implement Identity Verification in your Widget to prevent unauthorized access. Without Identity Verification, anyone can interact with your Widget and impersonate another user by providing a known identifier such as their email or unique_id. This can lead to an attacker posing as a legitimate user and gaining access to previous conversations, along with potentially sensitive data, which can be a significant risk to your team's security.

   Interactive messages in Hello

1. In manage click ‘Saved Reply’

2. Click on Interactive Messages and create the message.

3. When you click on create - this window will open

• Select the WhatsApp number from which you want to send this message.

• Give it a name

• Select the type of message- Button, List, Product, or Product List.

• Enter all the details as per the headings given.

 Button:

    List: 

TO GET THE CATALOG ID AND PRODUCT ID- 

• First, you have to connect your meta catalog with your WhatsApp number in the MSG91 panel. 

Here is the doc for the same - https://msg91.com/help/whatsapp-catalog.

• Once you connect the number, you will get the catalog ID and Product ID from Meta:

1. Go to Commerce Manager 

2.  Select your catalog, here you get the Catalog ID.

3. Open the Catalog tab and go to Items. From there you can get the item id.

  Product:

Here you have to add the product and catalog Id from the dropdown.

  Product List:​

Here you have to add the products Id  and catalog Id from the dropdown.

Send the Interactive message on Hello: 

Go to the Chat.

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From here you have to type @ to get the interactive message.

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Select the template and click Send.

Spam Forwarding in Gmail

To set spam forwarding in Gmail

Go to your email, On the search bar type ‘Spam forwarding’

In suggestion, there will be ‘spam forwarding’ on top.

Select it.

Now click on the ‘Advanced Search’ in blue on the right-hand top. 

Now fill in the details like to whom to forward, from which mail, and also In the ‘Search’ option select ‘Spam’.

Now click on ‘Create filter’

A window will open with various options, Select the forward it to - add the mail address you want to forward the soam emails to.

Now click on the 'Create filter'.

A window will open for Google verification - Complete the verification process and the filter will be created, for forwarding.

Your filter has been created, Now the spam forwarding is on.

For any changes, you can go to settings on the inbox page.

Click on ‘See all settings’ and click on ‘Filters and Blocked Addresses’:

You can edit and delete the filter from the options mentioned for the same on the right side.

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)

dfsdf

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.

You can now assign permissions to your agents based on specific inboxes. 

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 This ensures data privacy and restriction within your organization, allowing you to tailor permissions according to your team and inboxes. So that not all conversations are visible to everyone. 

1. To enable this feature, Simply navigate to “ All Inbox”, Now select the desired inbox settings, 

Click on “ Permissions”

2. And assign permissions to individual agents or teams, as per your choice.

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3. Click on Update.

Spam Forwarding in Gmail

To set spam forwarding in Gmail

Go to your email, On the search bar type ‘Spam forwarding’

In suggestion, there will be ‘spam forwarding’ on top.

Select it.

Now click on the ‘Advanced Search’ in blue on the right-hand top. 

Now fill in the details like to whom to forward, from which mail, and also In the ‘Search’ option select ‘Spam’.

Now click on ‘Create filter’

A window will open with various options, Select the forward it to - add the mail address you want to forward the soam emails to.

Now click on the 'Create filter'.

A window will open for Google verification - Complete the verification process and the filter will be created, for forwarding.

Your filter has been created, Now the spam forwarding is on.

For any changes, you can go to settings on the inbox page.

Click on ‘See all settings’ and click on ‘Filters and Blocked Addresses’:

You can edit and delete the filter from the options mentioned for the same on the right side.

Step 1 - Click upon Ad​vanced setting in any Intent where you want to apply Jump to Condition 

.

          Step 2- Enable Condition toggle and click upon Save. 

.

Step 3 - The window which appears shows : Add condition.

Lets see how to add conditions below.

 

In If, give some condition that from where we want to Jump 
In Then, where we want to jump 


Step 4 - Add the details in the IF section .

Note- AND, OR, NOT can be used for combining.


Step 5-  Click upon Then, and it will navigate you to the dropdown where you can select any Intent , Specific User input of Particular intent.

You can also close the bot on the basis of conditions.

For instance :- Let's assume the age of the person is feeded 18 by the customer, the conversation will end according to the condition.

Simultaneously we can add any condition and end the conversation.




Note- We cannot add more than 4 conditions in a single Advance setting. 

New Lex Chat-Bot

Here is the process to create New lex chat Bot-

• Go to the Hello panel and click on Bots (Chat Bots) in the Manage section. And click on the Create Bot.

• Select the Lex Bot, fill in all the details, and click save.

• Then the option to create intent will open, which means the purpose of creating the bot.

• Add the descriptions and click on save, It will open the option to add details for the bot. The first option is to add Client Query means what will be your user's first query or words.

Note: These are required values.

• Here is an example of the most common queries of our business, you can add it as per your business. Add as many queries as possible, you should cover all the similar as well as different questions and queries. Note: The client queries should not be the same for multiple intents, for example: If you are providing {Hello and Hi} client queries for the first intent, then you cannot add on these client queries {Hello and Hi} other than the first one.

• After this, the next option will be Initial Response- In this, the answer to the user's first query (say what will the bot respond after the user sends hi in the chat).
  Note: Initial response is optional.
  

You have Seven list options for your user's initial query.

1. Text - Only text will be sent.

2. Buttons- we provide options to create three buttons so that the user can choose from them. Note: You can add a maximum of 3 buttons.

3. List- Here you can add a list of products, services, or various other options for users to choose from. The limit of items is 10, you can add at most 10 options.

4. Product - Here you can add your Catalog id and product id of a single product.

5. Product list - Here you can add your Catalog id and multiple products of different products.

1. Media - In media you can add photos, videos and documents to your chatbot.

choose from. The limit of items is 10, you can add at most 10 options.

2. CTA - This means Call To Action. We provide users with call-to-action buttons, in which when the user clicks on this button, he will be redirected to the URL you will insert in the column of the URL.

• Here is the preview of the text option. Note: The character limit in text is 1024.

• This is how you can add button options. You can see the preview on the right-hand side.

Note: The character limit on the button is 20 characters.

• Here is how you can add List Button.

• Here is how you can add product list, where you can your product and catalogue id.

• Here is how you can add media. Note: Check the size and type of media supported.

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• After the Initial response, the next option is to add information on User Input:- This means the bot will ask these questions from your users after they respond to the initial response.

• Note: Slot names should not be the same for multiple slots, it is a required category.
  
  Like if you want to know the size of the product, and the type of the product from the users.

You can add as many questions here as you want to ask from the users.

Here you have to provide the following:

• Name of the input (like size, type),

• Input Type (we provide various options in the dropdown like number, alphanumeric, date, etc.),

• Prompt Query- What query will the bot ask in the chat, and

• Maximum Retry - How many times do you want to repeat the query from the user when the user provides the wrong answer.

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​

• Click on Add User Input, To get the input user prompt where you can fill the details which you need from your customers like name, numbers, etc.

1. You can give Name to your user input.

2. Now give the input type which is Required like name, number and alphanumeric,etc.

3. Write the Bot queries means the question that bot will ask from the users.

4. The Max Retry option means How many times bot will ask the option if client fills wrong information.Note: Limit you can set is Min o and max 3.

5. Click on Save and Next.

• You can also create a new input type too. There are two options: The first one is "Blank" and the Second one is "Built-in".

• In the Blank Option: You can add information as per your requirement.

• • There are two options: If you select the first option which is "Blank", then you will see there are two value type options. The first one is: 'Dynamic' and the second one is 'Fixed'.

  • In Dynamic- The Bot will accept similar or the same values as you will provide in the sample.

  • In the Fixed option- It will accept only the value you have mentioned in the sample, the exact value

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• For Dynamic Value Type:- We are providing some in-built slots but if a user wants to create any custom slot then they can use the dynamic type.

• You need to add on 10-15 same types of sample values trained by a bot
  For Example, we consider NAME as a slot type
  1st character - u, 2 characters - Om, 3 characters - Joy, 4 characters - Anuj, 5 characters - Raman, 6 character - Rakesh

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​

• In Fixed: The Value you set the same will show.

• If you want to take specific 3 to 4 country responses you can give specific names in fixed

• For example - If your question is from which country you are?

• India, USA, Australia -

• If the answer is related to these 3 countries then the bot responds, other than the bot will not reply.

If you add on the sample values and synonyms for the fixed type, then by default it will pick the sample values at the first attempt and then it will take on the synonyms.

Click User input type Built-in: Basically, it is the extended functionality we are providing by using the Built-in Input Type. In this functionality, you can verify the input provided by the user of your slot prompt.

For now, only the Alpha Numeric input type is supported.

​

Use case: For example:

If you want the user to provide the Postal Code, the business is supporting mainly 3 formats which are: Numeric for India {123456}, Alpha-numeric for UK {GU16 7HF}, and Numeric-numeric for US {1234-12345}. In that case, the business will create the Regex Expression which will support all three postal codes.

​

​

Once you add this, the input type will start showing in the drop-down of input type,

from there you can select this input type.

• Confirmation Response

This will be sent when all the prompt responses are fulfilled by the user who initiated the chat.

You can add all your slots value.

• Enter the confirmation sentence you want to show it to your customer.

• You can also confirm the inputs by writing the name of the inputs, then add colon and enter curly bracket,that will open the drop down of input name, and select the option you want confirmations of.

​

​

• Decline Response

This response is sent to the user when the user declines the intent. For example, for the prompt, 'Do you want to place the order' and the user responds, 'No.'

​

• Click to save and the next button.

​

​

• Functional call: [API Call: It is optional to create it]

Here you can add your API that you want to call on action.

Then add the success response that you want to show to the users in case of API success.

Add the failure response for the API

Use case : Then click on save and next

​

​

• Closing response

You can create your closing response with different options like text, button,

product,product list, media, CTA, unassign bot.

Uassign bot means the bot will unassign himself from the chat and agent will be

assigned for the chat.

After completing the conversation this closing response will work.

After that save your response and click on save and next.

​

​

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• After completing all the steps. Click to Build option to save your all steps and create a bot.

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• After clicking on build option, don't go on another tab and wait for a while it will take some time to build a bot.

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• Click to the test bot button on top of your left corner and then test your bot.

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• After clicking the Test bot button - you can see this type of window and test all the steps of intents and all queries which you have added in the flow.

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You can also refer this video: https://drive.google.com/file/d/1VyxHmEnfNtCoyWBiu3j9vfA-kMcbkGk6/view

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1. Open Hello, navigate to "Manage," and select "Bots."

2. Click on the Create Bot button and select type as MSG91[Beta]. 
   ​

3. Name the bot and Save it
   
   

   

4. Click the "Create Flow" button (top-right corner) to begin creating your bot flow. Name the flow and select the appropriate flow type based on your needs—either Message-based or Fallback.
   ​

   

5. Defining Intents and Matching
   Add intent keywords (words users may input when interacting with the bot) and enable Case Match and Regex Match based on your requirements:
   
   

• Case Match: Enables case-sensitive keyword recognition. For example, if “Hi” is case-matched, only the exact match “Hi” is accepted, while “hi,” “HI,” or “hI” will be rejected.
  
  

• Regex Match: Use regular expressions (regex) to define text patterns, making it possible to validate, search, or manipulate user input. For example, the regex \d{3}-\d{2}-\d{4} matches a U.S. Social Security number (e.g., 123-45-6789). For more details, click "Learn more" or use tools like ChatGPT to help create regex codes.
  
  

6. If a user doesn’t respond after a set time, enable Nudge Contact to send reminders. Customize the message, number of attempts, and delay time. Save once configured
   ​
   
   
   
   

   

7. Now you can add the following nodes in your flow:

• Send a message or text

• Ask Questions

• Utility 

• Action

  

8. The Send Message node allows sending text, media, WhatsApp templates, CTA button. You can also add a variable in the message node. 

   

9. The Send Media option allows user to send/attach media of the following type

• Audio

• Image

• Video

• Document
  
  Click on the supported file types button to know more about the files supported by the bot along with their size. 

  

10. The Send WhatsApp Template node allows you to send Meta-approved WhatsApp templates through the bot

11. The Send CTA Button node allows you to send text, image, video, or document with clickable phone, link, and email options, enabling users to contact you directly.

    

12. The Ask Questions node provides user with two options: Ask text and Ask button
    
    

    

13. The Ask Text lets user ask questions and store them in either pre-defined variables such as customer_name, customer_mobile and customer_email or custom variables. 
    ​
    

    

14. Create the variables by writing the variable name under the store response section.
    

15. Validation Settings: This feature helps a bot validate the responses received from the user. Enter the no. of attempts along with the message to be shown when user input is invalid.
    

16. Post the completion of no. of attempts, the bot can either do the following tasks

• Drop from the bot

• Skip the question

• Proceed to fallback: Upon selecting this option, a fallback option is created allowing you to perform an action of your choice.
  
  
  

  

  17. To validate the response add the max and min no. of character required along with the regex expression if required. 
      

  18. The Ask Button lets you add up to three buttons with a header along with header storing following types of data

• None

• Text

• Image

• Video

• Document

Add footer and variables if required.

19. Use Utilities to add custom logic or scripts using JavaScript. You can execute APIs and display responses based on your logic.
    

20. To create additional nodes in the utility script, you need to include return statements with string variables. For example writing return “true”; will generate a node named “true”.
    

21. The fallback node is a default node created to handle the flow when the utility script fails to run at any situation.
    

22. Multiple nodes can be created as per the requirement.
    

23. In order to store and display the response of the API in further flow, one can use the _flow_variables.variable_name.
    

24.  To display this variable in any other card one can write the variable as {{variable_name}} and present it to the end user.
    

25. Also kindly use fetch function to call APIs and perform crud operations
    ​

26. You can test the script and do the needful changes by clicking on the test script button before saving it. 

    

27. The Delay node allows you to set a specific wait time before the bot responds, simulating a more natural conversation flow by adding a delay

22. The Action node allows you to assign a conversation to an agent, unassign it, or close the conversation at any point.

    

23. The Assign Conversation node allows you to assign a conversation to your team or an agent for quick and efficient resolution

    

24. The Unassign Conversation and Resolve/Close Conversation nodes allow you to unassign a conversation from an agent or close the conversation once it's resolved.
    
    

25. Click on the Settings to configure the bot level settings

    

26. Configuring Settings

• Enable Inbox: Select which inboxes to integrate with the bot.

• Fallback Flow: Choose a custom fallback action in case of no response.

• Non-response Action: Define the bot’s behavior when the user doesn’t respond.
  ​

  

27. Save all settings, and your MSG91 bot is ready to go!

Here is the process to add custom files upload through S3 bucket.

S3 offers scalable, secure object storage for diverse use cases like data lakes, websites, apps, backups, and analytics. Its management features help optimize, organize, and control data access to meet business and compliance requirements.

• Go to the Hello panel and click on All inboxes in the Manage section. And click on the All inboxes.
  

• Select the inbox where to add custom files 

• Click on Custom File Upload 

• Click on Upload Type and Select S3 instead of Hello.
  

  

•  After that enter All the Access key of S3 bucket 
  

  

• Add The keys and TEST the connection
  
  NOTE: For testing purposes a custom test bucket is created at hello. You can access the credentials from here 
  S3_bucket_name: hellocustomtest
  S3_access_key: AKIAQRWMYOQYJ75GB5GE
  S3_secret_key: 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
  S3_region: ap-south-1
  
  

  

• Click upon Test Connection .
  

  

  
  

• After that Click Upon Save and Mark it as Active .

Notes -

       1.Users can select S3 as a custom file store.

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2. Setting is available for all the inboxes (currently twitter and numbers do not support the attachments but the setting is still available for the same).

3. All inbound and outbound messages are stored in hello S3 by default.

4. When a user selects storage to the client's S3, all inbound and outbound files are stored in the user's s3 for that particular inbox.

5. setting can only be applied to a particular inbox, for the same setting to new inbox, users need to create a new setting in another inbox.

6. by default attachments are stored in hello S3.

7. for successful completion of test/connection, S3 should be open for put,delete,and get operations.

8. as we are not storing any attachment data, any lost attachments and in-bounds cannot be recovered from the hello end. (in case of client S3 connection failure or accidental deletes)

9. As some attachments are still stored on respective micro-services (whatsapp, mailer) those attachments are not deleted from the hello end.

You can integrate an Hello Chat Widget into your mobile application using the following SDKs for various platforms.

React Native

→ https://www.npmjs.com/package/@msg91comm/react-native-hello-sdk

Flutter

→ https://pub.dev/packages/hello_flutter_sdk