Bots & automations

Connect a virtual assistant

A bot replies automatically in an inbox and hands the conversation to a person when needed. In HellouOne bots are connected as webhooks: you (or Hellou) run the bot's brain outside the platform and HellouOne sends it every message. 1. Create the bot 1. Go to Settings → Bots and click Configure new bot. Bots 2. Choose Webhook, enter the name, description and the Webhook URL HellouOne will post messages to. 3. Click Save bot. Create webhook bot 4. On the bot's page you'll see the access token (so the bot can reply through the API) and the signing secret (to verify messages really come from HellouOne). Copy them into your orchestrator. 2. Assign it to an inbox Settings → Inboxes → (your inbox) → Collaborators: under Bot select the bot and click Update. How it behaves - While the conversation is Pending, the bot answers. - When the bot decides to escalate, it leaves the conversation Open, assigns it to an agent or team and adds a private note with a summary. From then on a person replies. Want an AI assistant trained on your documents? Write to support@hellou.ai and we'll set it up for you.

Automations and macros

Automations Rules that run on their own when an event happens: conversation created, conversation updated or message created. 1. Go to Settings → Automation and click Add Automation Rule. 2. Enter the name and choose the Event. 3. Add Conditions (for example, Inbox equal to WhatsApp or Message contains "price"). 4. Add Actions: assign to an agent or team, add a label, send a message, send a webhook, etc. 5. Click Create. Add automation rule Macros A macro is a sequence of actions an agent runs manually with one click on a conversation (e.g. assign to Sales + label "quote" + send canned response). 1. Go to Settings → Macros and click Add a new macro. 2. Add the actions in order and choose whether the macro is Public (all agents) or Private (only you). 3. Click Save macro. Create a macro To use it, open a conversation and look for Macros in the right panel.