Inbox Settings

🔐 Permission Settings – Inbox Configuration in Hello

Permission settings allow you to control who in your team can access a particular inbox and to what extent. This helps you manage visibility, assign responsibilities, and ensure sensitive conversations stay limited to the right team members.

📍How to Access Permission Settings:

1. Navigate to the Manage section from the left-hand menu.

2. Click on All Inboxes.

3. Locate the inbox you wish to configure.

4. Click on the three dots next to the inbox name.

5. Select Permissions from the dropdown.

⚙️ What You Can Configure

👤 Agent & Team Access

• Choose which agents or teams can access the tickets from the selected inbox.

• Grant full access to view all tickets or restrict agents to view only their assigned tickets.

• To restrict an agent's visibility:

  • Find the agent’s name in the list.

  • Check the box labeled “Assigned only tickets” to limit their view.

🎯 Set Priority

• Assign a priority level to each agent.

• Set the priority by clicking on the star icon besides each of the users and set their priority from Highest to the lowest.

• This determines the order of automatic ticket assignments — agents with higher priority will receive tickets first.

• Helps in distributing workload based on expertise or availability.

📨 Invite New Agents

• Use the Invite Agent button to add new team members.

• Enter their email addresses.

• Assign a role (like Viewer, Agent, Manager) or create a custom permission rule defining exactly what they can access and perform.

👥 Team-Based Permissions

• Instead of assigning agents one by one, you can create teams and provide access at the team level.

• Teams can be given similar permissions as individuals for simplified management.

The Notifications tab allows you to define how, when, and where your team receives alerts related to ticket activity. It ensures important messages are not missed while avoiding unnecessary distractions.

📍How to Access Notification Settings:

1. Go to the Manage section from the left menu.

2. Click on All Inboxes.

3. Click the three dots next to the inbox name you want to configure.

4. Select Notifications from the dropdown menu.

What You Can Configure

🔘 Enable or Disable Notifications

• Use the toggle switch at the top to activate or deactivate notifications for the selected inbox.

📲 Notification Channels

Decide where notifications should be delivered:

• Web

• Mobile

• Both

• None

You can customize this for each event type individually.

📢 Events That Trigger Notifications

Receive alerts for the following actions:

1. New Message

   • For all tickets or only those assigned to you.

2. Ticket Assignment

   • When a ticket is assigned to you or your team.

3. Ticket Unassignment

   • When a ticket is unassigned from you or your team.

4. Chat Mentions

   • When someone mentions you in a note or internal chat.

🕒 Notification Schedule

• Select your time zone to align notifications with your work hours.

• Define the notification window during which alerts should be received (e.g., 9:00 AM to 6:00 PM).

📵 Mobile Notification Preferences

Choose how mobile notifications behave:

• Send notifications only when inactive on desktop, or

• Send even when active on desktop, for uninterrupted awareness.

📤 Apply to Other Inboxes

To replicate the same notification settings across multiple inboxes:

• Click on the “Apply settings to other Inboxes” option located at the top-right corner of the page.

• Select the inboxes where you'd like the settings to be copied.

The Bot Settings allow you to integrate a chatbot with a specific inbox, enabling automated responses to incoming tickets. This helps manage customer interactions efficiently, especially for common queries and off-hour support.

📍How to Access Bot Settings:

1. Go to the Manage section from the left-hand menu.

2. Click on All Inboxes.

3. Click the three dots next to the inbox name.

4. Select Bot Setting from the dropdown menu.

⚙️ How to Integrate a Bot

• Click on the dropdown menu to view the list of available chatbots.

• Select the desired bot you wish to assign to this inbox.

• Click Update to save and apply the bot configuration.

🤖 What Happens After Bot Integration

• Once integrated, the bot will automatically handle incoming tickets in that inbox.

• It will respond to users based on the predefined flow associated with that chatbot.

⚠️ Important: Bot Behavior with Assigned Tickets

• If a ticket is already assigned to an agent, and the user replies, the bot will not respond to that ticket.

• Best Practice:
  When an agent resolves an issue and closes a ticket, they should:

  • Unassign themselves from the ticket before closing it.

  • Reassign the bot, if it was previously handling the ticket.

This ensures that if the user replies again, the bot can continue assisting without interruption.

The Sticky Assign feature ensures continuity in support by automatically reassigning reopened tickets to the same agent or bot who handled them previously.

📍How to Enable Sticky Assign:

1. Go to the Manage section.

2. Click on All Inboxes.

3. Click on the three-dot menu beside the desired inbox.

4. Select Sticky Assign from the dropdown and toggle it ON to activate the feature.

🧠 How It Works

• When enabled:
  If a closed ticket is reopened, it will be automatically reassigned to the same agent or bot who last handled it.
  This helps maintain conversation history, context, and accountability.

• When disabled:
  Reopened tickets will remain unassigned, allowing your team to manually assign them based on availability or other criteria.

✅ Why Use Sticky Assign?

• Ensures seamless customer experience with a familiar point of contact.

• Reduces onboarding time for new agents joining mid-conversation.

• Improves team efficiency and accountability.

The Display Name setting allows you to control what name is shown to your users during conversations, offering flexibility in how your brand communicates.

📍How to Access Display Name Settings:

1. Go to the Manage section.

2. Click on All Inboxes.

3. Locate the inbox and click on the three dots beside it.

4. Select Display Name from the dropdown menu.

🧾 Available Display Name Options

You can choose from the following options for how names are displayed to your users:

1. Member’s Name

   • Displays the actual name of the agent handling the conversation.

2. Assignee (Team or Agent Name)

   • Shows either the assigned agent's name or the team name, depending on assignment.

3. Custom

   • Allows you to set a custom display name (e.g., "Support Team," "Bot Assistant").

   • A text field will appear to input your preferred name.

4. None

   • No display name is shown to the user.

✅ Use Cases

• Maintain brand consistency by using a custom name like “Team Hello.”

• Improve personalization by showing the agent’s actual name.

• Provide anonymity when needed by selecting “None.”

Once selected, click Update to save the setting.

Refer this help doc to understand the delayed auto response feature

Delay Response

https://msg91.com/help/hello-contact-center/delay-response

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!! The first section guides you how to set workflows for the email inbox. The second section guides you how to add workflows to other inboxes of hello.

Set Workflow for the email Inbox

1. Go to the Hello Contact Center.

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.

​

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.

Understanding How AND/OR Conditions Work in a Workflow
​

Let’s take an example to understand how the AND and OR conditions function in a workflow:

1. Use the OR condition when either of the conditions needs to be true.

 Example: If a client wants a workflow where a ticket should be assigned to the Customer Support Team when the message body contains either the keyword “help” or “support”, the OR condition should be used between the two keywords.

2. Use the AND condition when both conditions must be true at the same time.

 Example: If the workflow should assign a ticket to the Hello Sales Team only when the message body contains both keywords “demo” and “hello”, then the AND condition should be applied.

In summary:

3. Use OR when at least one condition should be true.

4. Use AND when all conditions must be true simultaneously.

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. 

The Unreplied Summary Alerts feature helps managers stay on top of pending customer conversations. If a ticket has been assigned to an agent but hasn't received a reply within a defined time frame, an automated summary alert is sent to the configured recipients.

📍How to Access This Setting:

1. Navigate to the Manage section.

2. Click on All Inboxes.

3. Select the desired inbox and click on the three dots next to it.

4. Choose Unreplied Summary Alerts from the dropdown.

🛠️ What You Can Configure

To set up a delayed unreplied summary alert, you need to configure the following:

• Alert Name

  • Give a recognizable name to the alert for easy reference.

• Enable or Disable

  • Use the toggle to activate or deactivate the alert.

• Time Duration

  • Set the duration (e.g., 30 minutes, 2 hours) after which the alert should be triggered if no response has been sent.

• Recipients

  • Select the agents or teams who should receive this alert.

• Frequency of the Alert

  • Choose how often the alert should be sent:

    • Hourly

    • Daily

    • Weekly

  • For daily/weekly alerts, also define the specific time to send.

• Communication Channels

  • Select one or more platforms for delivering the summary alert:

    • SMS

    • Email

    • WhatsApp

    • Webhook

✅ Why Use This?

• Helps managers identify pending responses proactively.

• Ensures no customer inquiry goes unnoticed or delayed.

• Enables data-driven follow-ups and improves SLA compliance.

Auto Delete – Automatically Remove Media After a Set Duration

The Auto Delete feature in Hello allows you to automatically delete media files or entire chat messages that contain media (along with their captions) after a specified period. This helps maintain data hygiene, optimize storage, and ensure privacy.

📍How to Enable Auto Delete:

1. Navigate to the Manage section.

2. Click on All Inboxes.

3. Click the three-dot menu next to the desired inbox.

4. Select Auto Delete from the dropdown.

5. Enable the toggle to activate the feature.

🛠️ Configuration Options:

Select the time duration after which the media or media-containing messages should be deleted:

• Delete after view

• 24 hours

• 7 days

• 30 days

• 90 days

Once enabled and saved, any media file or chat containing media will be automatically deleted based on the selected rule.

🔄 Channel-Wide Application

This setting can be configured individually for each inbox and is applicable to all communication channels integrated with Hello.