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Account settings

Every Settings page, explained
Juanes Sanchez
By Juanes Sanchez
• 23 articles

Account settings

Settings → Account settings holds the basic facts about your HellouOne account. Only administrators can change them. Account settings page General settings - Account name: how the account appears in the dashboard and in the emails HellouOne sends your team. Someone who belongs to several accounts sees this name in the account switcher. - Site language: the dashboard language for everyone in the account. It also sets the language of the automatic notes HellouOne writes into conversations and of the emails sent to administrators. AI agents write their notes to your team in this language; what they say to customers follows the customer's language. - Number of days after a ticket is automatically resolved if there is no activity: a conversation with no messages for that many days is marked resolved. Leave it empty to never resolve automatically. - Email conversation continuity: when enabled, a customer can carry on a conversation by replying to the email they received, and the reply lands in the same conversation. Press Update settings to save. Account ID The number under Account ID identifies your account in the HellouOne API. You need it when you connect an integration of your own, or when our support team asks for it. Copy puts it on your clipboard. What is not here - Agents, teams and assignment rules each have their own Settings page. - Your plan, payment method and invoices live under Billing. - Your own name, password and personal sounds live in your profile, not in the account.

Last updated on Oct 05, 2026

Agents: invite people and set their role

An agent is every person on your team who signs in to HellouOne. Settings → Agents lists everyone in the account, their role and whether they have accepted the invitation. List of the account agents The two roles - Agent: handles conversations. Sees only what the Assignment rules allow, can use canned responses and macros, and changes their own sounds and availability. Cannot open Settings. - Administrator: all of the above plus full Settings: inboxes, AI agents, automations, billing and LIA, the admin assistant. Administrators see every conversation in the account. Automatic assignment only distributes conversations among agents. An administrator is never auto-assigned a conversation, even as an inbox member; they can still pick one up by hand. Invite someone 1. Press Add agent. 2. Enter their name, pick the Agent type and their Email address. 3. Press Add agent. They receive an email to set their password. Add agent form Until they sign in for the first time, their row reads Verification pending. If the email never arrived, ask them to check spam or use Reset password from the edit pencil to send a new link. Every plan includes a number of agents. When you reach the limit the button says so, and you can upgrade under Billing. Edit or remove someone - The pencil opens the edit form: name, role and Availability (online, busy or offline), handy when an agent forgot to change it before leaving. - The red icon removes the person from this account. Their assigned conversations become unassigned and return to automatic distribution. Their message history is kept. After inviting A new agent receives no conversations until they are a member of at least one inbox (Settings → Inboxes → Collaborators). If you work with Teams, add them there too.

Last updated on Oct 05, 2026

Teams: group agents by responsibility

A team groups agents by what they handle: sales, support, billing, a branch. One person can belong to several teams. Settings → Teams is where you create them and manage members. List of teams What a team is for - Assign a conversation to a team instead of a person. HellouOne then picks a team member according to the Assignment rules. - Route an AI agent's handovers: each handover area of an AI agent can point at a team, so "I want to talk about my invoice" reaches Billing. - Automation rules that assign by team, and conversation filters by team. - Visibility: with the "Their own and their teams'" level in Assignment, an agent sees conversations assigned to their teams even when they are not theirs. Create a team 1. Press Create new team. 2. Enter the Team name and a short Description. 3. Decide whether to tick Allow auto assign for this team. With it, a conversation assigned to the team is distributed automatically among its members; without it, it stays with the team until someone picks it up. 4. On the next step, tick the agents who belong to the team and press Add agents. Create team form Who gets a team conversation first By default members take turns. Under Settings → Assignment → Priority order → Teams you can give each member a priority: priority 1 is offered first, and the others step in when that person is not online. The Inbox + team tab lets the same team have a different lead on each inbox. Edit or delete The pencil changes the name, description and members. Deleting a team removes the team from its conversations, which keep their agent, history and labels.

Last updated on Oct 05, 2026

Assignment: what agents see and who gets each conversation

Settings → Assignment controls two things that affect the whole team: how much each agent can see and how new conversations are distributed. Only administrators change it. Full assignment page Agent visibility Pick a level; each includes the one before it. Administrators always see everything. | Level | What an agent sees | |---|---| | Only their own conversations | The ones assigned to them and those they take part in. | | Their own and their teams' | Plus any conversation assigned to a team they belong to. | | Their own, their teams' and unassigned | Plus conversations in their inboxes that nobody has picked up. The agent gains an Unassigned tab. | | Everything in their inboxes | Every conversation in the inboxes they are a member of. | | Everything in the account | Every conversation and inbox, like an administrator. | Choose the lowest level that lets your team work. A small team usually prefers Everything in their inboxes; an operation with several teams and sensitive data, Their own and their teams'. Press Save changes under the list. Assignment rules Only assign to agents who are online: automatic assignment skips anyone marked busy or offline. If nobody eligible is online, the conversation is still assigned to someone in the group rather than left waiting, so no conversation ends up ownerless. Thank-you after resolving When a customer writes only "thanks" or "done 🙏" after their conversation was resolved, the message stays in the resolved conversation: it does not reopen it, does not start a new one and gets no reply from anyone, AI agents included. Any other message, a thank-you followed by a question included, reopens as usual. - Applies for: how many hours after resolving the rule holds, from 1 to 168. After that, any message reopens. - AI check for longer thank-yous: short thank-yous are recognised on their own. With the check on, a model reads the longer ones ("thank you so much, you were all very kind") and keeps the conversation closed only when it is sure. Needs the AI classifications included in your plan. Priority order Decides who is offered a conversation first. Everyone starts at priority 1, which means taking turns. Give one person priority 1 and the rest priority 2, and that person receives everything while online; the others step in when they are not. For that hand-off to work, turn on Only assign to agents who are online; the page reminds you if you don't. - Inboxes: each member's priority in an inbox. - Teams: each member's priority within a team, on every inbox that team answers. - Inbox + team: who leads a team on one specific inbox, without changing the team elsewhere. Useful when the same team is answered by different people depending on the channel. Administrators are never auto-assigned, so they do not appear in these lists.

Last updated on Oct 05, 2026

Notification sounds

HellouOne can play a sound when a conversation is assigned to you, when a new message arrives, or when someone mentions you. Under Settings → Notification sounds an administrator sets the account defaults; every agent can then change them for themselves in their profile. Default notification sounds One sound per event - A conversation is assigned to me: plays even while you work in the dashboard, so new work never slips by. - New message: never plays for the conversation you are already reading. Under Which conversations you choose alerts for only the ones assigned to me or for all the ones you can see. - I am mentioned: when a colleague mentions you in a private note. Also plays with the dashboard in the foreground. Switch an event off to never hear it. Each event has its own Sound; press Play to hear it before saving. Volume and behaviour - Volume: one control for every sound. - Play the new-message sound only when the dashboard is in the background: handy if the dashboard is always open and you don't want to hear every message. Assignments and mentions keep playing. - Keep alerting me until I read the conversation: repeats your most important pending alert at an interval (Alert me every) until you open the conversation. - Also show a desktop notification: a system notification reaches you when the browser tab is in the background. The browser asks for permission the first time; if you blocked it, allow it in the browser settings. Press Save defaults. Custom sounds The Custom sounds tab lets you upload your own tones (MP3, OGG or WAV, up to 1 MB each, up to 20 per account). They become available to every member of the account in each event's sound list. Deleting a tone someone uses sends that person back to the default. Custom sounds library What each agent decides The preferences an agent saves in their profile take precedence over the account defaults. If an agent says they hear nothing, check their profile first, then the sound and notification permissions of their browser.

Last updated on Oct 05, 2026

Inboxes: create and manage your channels

An inbox is a channel customers write to you through: a chat widget on your website, a WhatsApp number, a Facebook page, an Instagram account, a Telegram bot, an email address, an SMS number or the API for integrations of your own. Each inbox has its own collaborators, business hours and AI agent. List of inboxes Where they are managed Settings → Inboxes lists every inbox in the account. From each one you can open its settings (the cog) or delete it. Only administrators can create, change or delete inboxes. Create an inbox Press Add inbox and follow the five-step wizard: Wizard: choose a channel 1. Choose channel: Website, Messenger, Instagram, WhatsApp, SMS, Email, API, Telegram or Line. 2. Create inbox: the channel's details. WhatsApp, Messenger and Instagram open the connection with Meta; a website only asks for a name and the domain. 3. Add agents: who receives this inbox's conversations. You can change it later on the Collaborators tab. 4. Connect an AI agent: optional, pick which of your AI agents answers first in this inbox. 5. Voilà: for a website, this is where you get the code to paste into your page. Each channel has its own guide in this help center: WhatsApp Cloud, Facebook and Instagram, and the website widget. What the inbox decides and what it doesn't - Who answers: the inbox collaborators. Someone who is not a collaborator receives no conversations from that channel. - When: the inbox's business hours and its out-of-office message. - Who answers first: the AI agent connected to the inbox, if any. - How conversations are shared among collaborators is decided by Settings → Assignment, for the whole account. Delete an inbox Deleting removes its conversations and disconnects the channel. A WhatsApp number or Meta page can be connected again in a new inbox, but the history does not come back. Export what you need from Reports first.

Last updated on Oct 05, 2026

Website inbox settings, tab by tab

Open Settings → Inboxes and press the cog on your website inbox. Seven tabs run along the top. This guide walks through them in order. Settings Inbox Settings tab - Avatar and website name: what the visitor sees in the chat header. - Website domain: the site the widget is installed on. - Welcome heading and tagline: the greeting on the home screen. The Widget Builder also allows one greeting per language. - Widget colour: the chat's brand colour. - Enable channel greeting: sends an automatic greeting when each new conversation opens. - Set reply time: what the widget promises the visitor ("in a few minutes", "in a few hours", "in a day"). - Open chat directly: skips the home screen and opens the message editor as soon as the widget opens. - Always show as available: the widget shows the team online even when nobody is. - Enable email collect box: asks the visitor for an email before the first reply. - Enable satisfaction survey: sends the CSAT survey on resolve. - Allow messages after the conversation is resolved and Enable conversation continuity via email: the visitor can keep writing, and if they left an email the conversation continues by email. - Help center: links a help center so the widget gets a Help tab. - Features: file picker, emoji picker, let the visitor end the conversation, and use the inbox name and avatar for the AI agent. - Sender name: in continuity emails, "Friendly" signs with the agent's name and the business; "Professional" with the business only. Press Update at the bottom. Collaborators Collaborators tab Who receives conversations from this inbox. Add or remove agents and press Update. An agent who is not listed here neither sees nor receives this channel, even as a team member. Business hours Business hours tab Turn on Enable business availability, pick the time zone and tick the days and hours you work. Outside those hours the widget shows the unavailability message you write here. AI agents have their own hours in their editor; these are the human team's. Pre-chat form Pre-chat form tab A form the visitor fills in before writing: name, email, phone and any fields you add. Show it always or only when nobody is online, and mark each field as required. Widget Builder How the chat looks on your site: colours, theme, home screen, help center, launcher and corners, with a live preview. It has its own guide: Customize your website widget. Configuration Configuration tab - Embed code: the script you paste into your site. Needed once. - Identity validation (HMAC): if your site identifies signed-in users, here is the key to sign that identity and the option to make it mandatory, so nobody can pose as another user. - Website token: this inbox's identifier for the API and the SDK. AI agent configuration AI agent configuration tab Pick which AI agent answers in this inbox, or none. You can pause and resume it from here without touching its configuration.

Last updated on Oct 05, 2026

Custom attributes: fields of your own

A custom attribute is a field of your own on a contact or a conversation: customer number, plan, city, appointment date. You define them under Settings → Custom attributes; they then appear in each conversation's side panel and on each contact's card. Account custom attributes There are two tabs: Conversation (facts about that case) and Contact (facts about the person, carried into every conversation they have). Create an attribute New attribute form - Applies to: conversation or contact. - Display name: the label the team sees. - Key: the technical name, no spaces. It is what the API, automations and AI agents use. It cannot be changed later. - Description: what it is for. - Type: text, number, link, date, list (you choose the options) or checkbox. - Enable regex validation: for text, enforces a format (an ID number, say). What they are for - Filters and segments: in Contacts you can filter by any attribute and save the segment, for a WhatsApp campaign for instance. - Automations: a rule can check an attribute or set its value. - AI agents: an agent can read the contact's attributes and write them through its tools; it can also behave differently when an attribute is set, such as direct attention or internal staff. - AI classifications: when on, HellouOne creates conversation attributes such as Customer sentiment or Asks for a person and fills them in by itself. You can correct them by hand; they are recalculated on the next message. Delete Deleting the definition removes the value from every card. If you only want to stop using it, keep it and take it out of your forms.

Last updated on Oct 05, 2026

Automation: rules that act for you

An automation rule watches an event and, when its conditions hold, runs actions: assign, label, change priority, send a message or an email, call a webhook. Rules replace the team's routine work. List of automation rules Create a rule Under Settings → Automation, press Add automation rule. New rule form 1. Name and description: the name appears in the conversation's activity line when the rule acts. 2. Event: when it is evaluated. - Conversation Created: when a new conversation opens. - Conversation Updated: when its status, assignee, priority, team or labels change. - Message Created: on every new message. 3. Conditions: all must hold. Combine status, priority, inbox, team, agent, labels, channel, browser language, country, custom attributes or the message content. 4. Actions, in order: assign to an agent or team, add or remove labels, change priority or status, snooze, send a message or a private note, email the team or an attachment, or call a webhook. Press Create. The rule is active; the switch in the list pauses it without deleting it. Useful examples - Status → label: on resolve, add status-resolved and remove status-open, so label reports count statuses. - Hand back to the AI agent: when a conversation the AI agent handed over as urgent is resolved, clear the priority so the AI agent answers again if the customer writes back. - One channel, one person: every new conversation on a given inbox assigned to one agent. - Keyword: if the first message contains "invoice", label billing and assign the matching team. Good practice - One rule per intent; easier to pause and review. - When several rules touch the same conversation, each acts on its own; avoid two rules undoing each other. - A rule pointing at an agent, team or label that no longer exists disables itself and emails the administrators. - For decisions that need the message understood (complaint, urgency, asks for a person) use the AI classifications in Assignment and in the AI agents; automation rules can then condition on those attributes.

Last updated on Oct 05, 2026

AI agents: create and configure your assistant

List of AI agents An AI agent answers your customers in an inbox and hands the conversation to the right team when a person is needed. It runs inside HellouOne: there is no external server to operate. You set everything up in one editor — persona, knowledge, handover, rules and tools — and try it in a safe chat before putting it to work. Only administrators create and edit AI agents, and your plan must include them. Create it 1. Open Settings → AI Agents. 2. Click Configure new AI agent. 3. Choose AI agent. 4. Write a Name and click Create and configure. It starts with sensible defaults and the editor opens. Persona & model Persona & model tab On the Persona & model tab, write in Persona and instructions who the AI agent is, what it helps with, its tone and what it must never do. Pick the Model; the default suits most accounts and already reads images (models that read images show · 👁 in the list). Knowledge Knowledge tab In Knowledge, use Mode to choose whether the AI agent uses your knowledge base and how: No knowledge, Whole text in the prompt (small knowledge bases) or Search the knowledge base (for large ones: it looks up what each question needs). When searching, Search answer decides what the AI agent receives: The passages found or A summary of the passages. Documents are uploaded in Settings → Knowledge Base. Handover & hours Handover & hours tab The Handover & hours tab says who the AI agent passes a conversation to and what it tells the customer. - Handover to people: turn on Let the AI agent hand over and, if you like, Send the customer a handover message. - Business hours: turn on Use business hours, pick the Time zone and fill in the Weekly schedule. Outside hours a handover still opens the conversation for your team, except in areas with Outside hours: register it and keep answering (do not open). The customer gets the out-of-hours message only when Send the customer a handover message is on (it starts off). Smart routing If your plan includes AI classifications, the tab shows Smart routing, above Areas. Before the AI agent answers, it reviews the customer's message — whether they ask for a person, make a legal threat or a complaint, which area fits — and can hand the conversation over directly, without the AI agent replying. When it does, the customer always gets a notice; if the AI agent has no areas, the notice speaks of "our team". In Mode choose: - Off. - Shadow (classifies and records, never transfers): to see what it would do before turning it on. - On (transfers when a rule below fires). Then choose when it transfers (Transfer when the customer asks for a person, Transfer on a legal or regulatory threat (marked urgent), Transfer an upset customer with a formal complaint, Transfer requests outside the topics below) and describe its topics in What this AI agent handles. Routing tells areas apart by what each one handles: while Mode is not Off, the editor points out areas missing "When the AI agent should pick this area". If a notice says the platform has routing off or in Shadow only for now, your choice is saved and takes effect once it is enabled. Reply check: with Check answers before sending set to On, the AI agent checks every answer before sending it and holds promises you did not allow (refunds, discounts, dates), requests for passwords, codes, cards or ID photos, and unsafe advice; if your knowledge base covers every answer, also turn on Hold answers your knowledge base does not back (it only works with the Knowledge Mode set to Search the knowledge base, and only checks answers that searched your knowledge). Like routing, the platform may have the reply check off or in Shadow only for now: your choice is saved and takes effect once it is enabled, though here the editor shows no notice. A held answer goes into a private note with the reason, and the conversation passes to a person when Let the AI agent hand over is on; otherwise the customer gets the fallback reply. In Promises the AI agent may make, list the ones that are fine (e.g. free shipping over $100). Areas Each area is a handover destination. For each one fill in: - Name: your agents see it in the handover note. - When the AI agent should pick this area: what it handles, in plain words. - The Team or Agents that receive it, and whether to Mark urgent. - If two areas overlap: What this area does NOT handle and Phrases its customers write (up to 5). - Optional: This area has its own hours, an Own notice to the customer and Outside hours: register it and keep answering (do not open). Mark one as the Default area: it receives whatever fits no other. Rules Rules tab Rules are checked in order before the AI reads a message; the first one that matches runs its steps. For example, send VIP contacts straight to their team. 1. Click Add rule and give it a Rule name. 2. Under When, pick one Condition; tick Not when the opposite must hold. 3. Under Then, add the steps; they run in order. 4. Tick The AI does not answer afterwards when the rule settles the message on its own. Tools Tools tab In Tools you choose what else the AI agent may do besides handing over and searching your knowledge: - Add action: update the contact's name, email or phone, save a conversation attribute, add a label or resolve the conversation. - Add custom flow: a sequence of your own steps, for example looking up an order's status in your system. It may only call the Allowed hosts, and its keys are kept in Connections. Click Test to run it with test input: read calls (GET) really run against your system, and writing steps (POST, PUT, PATCH, DELETE and actions on the conversation) are not run; you see what they would have done. Custom flows depend on your plan. - Connector: services such as your CRM, store or calendar are connected in LIA → Marketplace → Connectors (see "Connect a service to your AI agent"). In When to use it, tell the AI when to use each tool. Test chat Test chat tab In Test chat, write as a customer and see how the saved AI agent answers. Nothing is sent to customers and nothing changes: handovers and other actions are only simulated, and you see what it would run. Custom flow tools really make their read calls (GET) but do not run their writing steps. The test chat does not run Rules, smart routing or the reply check: try those in a real conversation. If you have unsaved changes, the chat uses the saved version. Save and put it to work 1. Click Save. 2. Open Settings → Inboxes, pick the inbox and go to AI Agent Configuration (not shown on email inboxes). 3. Choose this AI agent in Select AI agent and click Update. From then on it answers new conversations in that inbox. Replies & media tab Inactivity tab Advanced tab The other tabs (Replies & media, Inactivity, Advanced) fine-tune details such as the fallback reply, voice notes and images, what to do with idle conversations and when the AI agent answers; the starting values work for most accounts. Ask LIA LIA can adjust your AI agent for you and shows you each change to approve before it is applied. For example: "Make my AI agent shorter and stop offering discounts", "Add a Billing area for the Collections team" or "Show me how to create an AI agent".

Last updated on Oct 05, 2026

Knowledge base: what your AI agent knows

The knowledge base is the set of FAQs, documents and web pages your AI agent draws its answers from. What is not here the agent does not know and must not invent. It is managed under Settings → Knowledge base; you can also open it from the agent's Knowledge tab. List of knowledge base documents Add a document Press Add document and choose the Source: Add document form - Text / FAQ: you write the content. One entry per topic works better than a long text mixing several. - File: upload a PDF or Word file; HellouOne extracts the text and splits it into chunks. - Web page: paste a URL; HellouOne downloads the page and chunks it. Fill in the Title, pick the Category (FAQ, document, policy or other) and press Create. The document goes pending → processing → Ready; the Chunks column shows how many pieces it was split into. If something fails, the status says so and the retry icon processes it again. How the AI agent uses it - With the Search the knowledge base mode, the agent looks up the most similar chunks for each question and answers from them. This is the mode for large bases. - With Whole text in the prompt, the agent receives the full documents on every reply. It suits small bases, and lets you pick by title prefix which documents each customer sees. - Changes apply immediately; nothing needs restarting. Edit with the pencil, delete with the red icon. Tips for good answers - Write as you would speak to a customer: question and answer, prices with their currency, hours with their time zone. - One topic per entry. Separate "Opening hours" and "Returns policy" beat one five-page "FAQ" document. - Include the words people actually use ("mailbox", "PO box", "Miami address") so the search finds them. - Check with the agent's Test chat: ask something and see whether it cites what you just uploaded. Configure The Configure button shows where your account's vectors are stored. The Hellou team manages it; you do not need to touch it.

Last updated on Oct 05, 2026

Integrations and webhooks

Settings → Integrations gathers the services HellouOne can connect to your account. Which cards you see depends on your plan and on what the Hellou team enabled for you; an account with telephony, for instance, sees the Porta PBX integration, which turns on the dialer, click-to-call, call history and contact sync. Integrations page Your AI agent's connections to your CRM, store or calendar are not here but under LIA → Marketplace → Connectors (see Connect a service to your AI agent). Webhooks page Webhooks: send events to another system A webhook sends every event in your account to another system (your CRM, an automation flow, a data warehouse) as soon as it happens: a new conversation, a message, an updated contact. HellouOne makes a POST with the event as JSON to the address you give. Create one 1. Open Settings → Integrations → Webhooks. 2. Press Add new webhook. 3. Paste the address that will receive the events. It must be https and reachable from the internet. 4. Tick the events you need. Only those included in your plan are listed. 5. Save. Check the delivery is ours Every webhook has a signing secret. You see it when editing the webhook, with a copy button. Each delivery carries the header X-HellouOne-Signature: sha256=<signature>, where the signature is the HMAC-SHA256 of the request body with that secret. Your system recomputes it over the body exactly as received (without re-serialising it to JSON) and discards anything that does not match. The header name is kept for compatibility with existing integrations. Rotate the secret If the secret leaks, edit the webhook and press Rotate secret, then Rotate. The old secret stops working at once, also for deliveries already queued, so update your system right away. Reference The full list of events, each one's format and the API for managing webhooks are in the API reference: /docs/api, section Webhook events.

Last updated on Oct 05, 2026

Connect a service to your AI agent

Your AI agent can use outside services while it chats with a customer: look them up in your CRM, check their orders or tickets, offer appointment times, send a payment link or check a table of yours. The AI agent only ever sees the customer it is talking to. It looks them up by the email or phone the conversation already has, never by details someone types into the chat. | Kind | Services | |---|---| | CRM | HubSpot, Clientify, Pipedrive, GoHighLevel | | Scheduling | Calendly, Cal.com (GoHighLevel books too) | | Store | Shopify, WooCommerce | | Help desk | Zendesk, Freshdesk | | Payments | Stripe, Mercado Pago | | Invoicing | Alegra | | Data | Airtable (one table: price list, stock, branches…) | Connectors gallery in LIA → Marketplace How to connect one 1. Open LIA → Marketplace → Connectors. 2. Click the service's card. 3. Tick what the AI agent may do. Anything that writes to the service (creating contacts, booking, payment links) starts off. Turn it on only if you want the AI agent to do it on its own. 4. Choose which AI agents use it. With a single AI agent there is nothing to choose. 5. Paste the service's token. Each card's help text says where to get it and which permissions to give it. Some services ask for one more detail: the Zendesk subdomain, your WooCommerce store address, the GoHighLevel Location ID… 6. Press Connect. The card shows Connected once every AI agent has it. The token is stored encrypted and never shown again. To change it, open the card and replace it. To remove it, press Disconnect. Good practice - Create the token with the least permissions it needs (for example a Stripe restricted key). - Mercado Pago: set the largest payment link amount. The AI agent cannot go above it. - Airtable: the AI agent can read the whole table you pick, so choose one your customers may see. - Alegra looks customers up by tax ID (cédula, NIT…). The AI agent only answers when that record's email or phone matches the conversation's. Questions? Ask LIA: "what can my AI agent do with Shopify?" or "show me how to connect a service".

Last updated on Oct 05, 2026

Billing: your plan, balance and invoices

Settings → Billing shows your account's plan and, if you have telephony services or a paid plan, your balance, invoices and payments. Only administrators see it. Billing and usage page Current plan Your plan's name and the current billing period. During the free trial this is where you see how many days are left; when it ends, the account goes read-only until you pick a plan. Usage For accounts with an active billing customer: - Outstanding balance: what you owe at the close of the period. - Credit limit and available funds: how much you can consume before a payment. - Pay balance: opens the payment with the stored card. Each panel appears only when it applies to your account; a chat account without telephony has no call balance. Invoices and payments Invoices for the chosen period and recent payments, with amount, method and status. A failed payment was not charged: check the card under Payment method and try again with Pay balance. Change plan Expand Change plan to see the catalogue: included agents, AI messages, channels and price. When you pick one, HellouOne charges the stored card, activates the plan and shows you the change's progress; you can keep using the account meanwhile. No-AI and no-voice plans cost less and switch those features off; Enterprise is arranged with our team. If a purchase stalls (a charge that never confirmed), the page says so and our team resolves it; you are never charged twice. Need help? Chat with us opens Hellou's support chat inside the dashboard, identified with your account.

Last updated on Oct 05, 2026

LIA: your admin assistant

LIA is HellouOne's admin assistant. You talk to it in plain language about your account and it reads your inboxes, agents, teams, labels, automations, reports and AI agents, then proposes changes. Nothing is applied without your approval: every change arrives as a proposal with a button to apply it. Open it from the wand icon in the left rail or from your avatar menu. Only administrators can use it, and your plan must include it. LIA chat Chat Type what you need: "how many open conversations does Sales have?", "create an urgent label in red", "make my AI agent informal and stop offering discounts", "show me how to set up the widget". LIA runs reads immediately and, for any change, shows a Proposed change card with the details; you press Apply or decline. While a proposal is pending, the chat waits for your decision. Each conversation stays in the history on the left; New conversation starts a fresh one. The thumbs under each answer help us improve it. Marketplace Ready-made personas, tools, AI agents and forms to install, plus Connectors to your services (CRM, store, calendar, payments). Installing something also goes through a proposal you approve. LIA marketplace Change history Every change LIA proposed for the account, with its status (applied, declined, pending), what it touched and a link to the conversation it came from. Changes applied to an AI agent are also kept as versions in its editor, and can be rolled back. LIA change history Usage Your plan includes a number of LIA messages per day or per period. Usage shows how many you have used and when the counter resets. LIA usage What LIA does not do - It does not message your customers or launch campaigns on its own: it can propose pausing one, never sending one. - It changes nothing without your approval. - It treats what it reads from your account as data, not instructions: a customer cannot give it orders through a conversation.

Last updated on Oct 05, 2026

Help center: publish your own articles

The Help center is a public site where you publish guides and answers for your customers, like the one you are reading. Your articles also show inside your website widget, in the help tab, so a customer can find the answer before writing to you. It is managed from the book icon in the side rail. Create the portal The first time, press New portal and fill in: - Name and slug: the slug forms the public address, https://one.hellou.ai/hc/<slug>. If you own a domain (for example help.yourcompany.com), put it in Custom domain and write to us to activate it. - Logo, color and home link (where the logo points). - Languages: the portal has a default language and you can add more. Each article belongs to one language. The portal settings Categories and articles The portal article list - Create the categories first (the + next to Category), one per topic. Each category belongs to one language; create its equivalent in each portal language. - New article: title, category and content. The editor supports formatting, links and images (paste or drag them). An article starts as a Draft, invisible to the public, until you press Publish. Archive removes it without deleting it. - The language selector at the top right switches which language you are editing. - Every article has a fixed public address (/hc/<slug>/articles/<article-slug>) and counts its views. In the website widget If your website inbox has the portal attached (the inbox's Configuration tab), the widget shows a help tab with the articles in the widget's language. If a customer sees fewer articles than you published, check that the article language matches its category's language and the widget's. Tips - Publish in your customers' languages: a Spanish article and its English version, each in the category of its language. - Answers your team repeats as canned responses are good article candidates. - Your AI agent does not read the help center: what you want it to know goes in the knowledge base. You can upload the same guide to both.

Last updated on Oct 05, 2026

CRM integrations: GoHighLevel, HubSpot and Pipedrive

Connect your CRM once and HellouOne keeps it up to date on its own: - Contacts: every contact created or edited here (name, email, phone, company) is sent to the CRM. If it already exists there it is updated; otherwise it is created. Nothing in the CRM is ever deleted. - Calls: every WhatsApp and phone dialer call is logged on the contact, with direction, outcome, duration and agent. In HubSpot and Pipedrive as a CRM call; in GoHighLevel as a note. - Resolved conversations: when a conversation is resolved, the contact gets a note with the inbox, the agent, the labels, a link to the conversation and the latest messages. - Changes from the CRM: what is edited in the CRM comes back to HellouOne. The CRM card in Settings → Integrations This is not the same as the AI agent's connectors (LIA → Marketplace → Connectors): those are tools the agent uses in the middle of a chat. CRM integrations work in the background for the whole account. Connect The CRM list: GoHighLevel, HubSpot and Pipedrive 1. Open Settings → Integrations → CRM and choose your CRM. 2. Paste the token: - GoHighLevel: create a Private Integration in the sub-account (Settings → Private Integrations) with the scopes locations.readonly, contacts.readonly and contacts.write. Paste the token and the Location ID (Settings → Business Profile). - HubSpot: create a private app (Settings → Integrations → Private apps) with crm.objects.contacts.read and crm.objects.contacts.write. - Pipedrive: your personal API token (Personal preferences → API). If you already connected that CRM as an AI agent connector, you can tick Use the token of the … AI agent connector instead of pasting it again. 3. Click Connect. HellouOne checks the token right away. The HubSpot connect form with the private-app token 4. Choose what syncs with the switches. 5. Optional: Sync existing contacts sends every contact you already have (a little at a time, to respect the CRM's limits). Getting CRM changes back - GoHighLevel: in Automation → Workflows create a workflow with the triggers Contact Created and Contact Changed, add the Webhook action (POST) and paste the URL the page shows. Publish the workflow. - HubSpot: in your private app's Webhooks tab paste the URL as the target and subscribe to Contact creation and Contact property change. Paste the app's client secret in HellouOne so every request is verified. - Pipedrive: nothing to do; HellouOne registers the webhook when you connect and removes it when you disconnect. That URL carries a secret token. If it leaks, click Generate a new URL and update it in the CRM. If it stops syncing The page shows the last error. If the CRM rejects the token three times in a row, the integration pauses and administrators get an email: paste a new token to resume it. Related - Integrations and webhooks - Connect a service to your AI agent

Last updated on Oct 05, 2026