Getting started

Create your account and invite agents

1. Create the account 1. Go to chat.hellou.ai/app/auth/signup. 2. Enter your company name, your name, email and password. 3. Confirm your email from the link we send you. You can now sign in to the dashboard. 2. Invite your team Go to Settings → Agents. Here you see everyone in your account, their role and whether they've accepted the invitation. Agents list 1. Click Add Agent. 2. Enter the name, pick the role and enter the email. 3. Click Add Agent. The person receives an email to set their password. Add agent form Roles | Role | What they can do | |---|---| | Administrator | Configure inboxes, agents, teams, automations and bots. Sees every conversation. | | Agent | Handle conversations assigned to them or unassigned in the inboxes they belong to. | To remove someone's access, use the red icon to the right of their name in the agents list.

Teams and roles

Teams group agents by area (sales, support, development…). An agent can belong to several teams, and conversations can be assigned to a whole team instead of one person. Create a team 1. Go to Settings → Teams and click Create new team. Teams list 2. Enter the name and description. Enable Allow auto assign if you want conversations assigned to the team to be distributed automatically among its members. Create a team 3. In the next step select the agents that belong to the team and click Finish. What they're for - Assigning a conversation to Sales from the conversation's right panel. - Letting an automation or a bot route conversations to the right team by topic. - Filtering the conversation list by team.

Your profile: details, password, sounds and notifications

Everyone on the team has a profile, with their details, their password and how they want HellouOne to alert them. Open it by clicking your avatar (bottom left) → Profile settings. Everything here is personal: it changes nothing for your colleagues. The profile settings Details and signature - Profile photo, full name, display name (what the customer sees in the chat) and email (your login; if you change it, confirm it from the email you receive). - Personal message signature: text (it can include an image) appended to every message you send on email, website chat and API inboxes. - Hotkey to send messages: Enter sends and Shift+Enter breaks the line, or ⌘/Ctrl + Enter sends and Enter breaks the line. Pick what matches how you type. Password Enter the current one and the new one twice. If you forgot it, use Forgot your password? on the sign-in screen. Your administrator cannot see your password, but can reset it. Audio notifications One sound per event A different sound for each thing that happens, so you know without looking whether you were assigned something, a message arrived or someone mentioned you: - A conversation is assigned to me and I am mentioned always play, even with the dashboard in the foreground. - New message never plays for the conversation you are reading. Under Which conversations you choose whether it alerts you for all you can see or only those assigned to me. - Volume applies to every sound. Press Play to try each tone; besides the built-in tones, your administrator may have uploaded their own. - Only play when in the background: the new-message sound plays only when the tab is not in view. - Keep reminding me: repeats the alert every 30 seconds (or what you pick) until you open the conversation. - Also show a desktop notification: the operating system's notification, which reaches you even when the tab is behind another. If you see Your browser is blocking notifications, allow them for one.hellou.ai in your browser settings. The starting values are set by your administrator in Settings → Notification sounds; what you change here applies to you only. Notification preferences The email and push notification table For each event, tick whether you want Email and/or a Push notification (browser or phone): new conversation, conversation assigned to you, you were mentioned, new message in a conversation of yours or one you participate in, and SLA misses. For push, first turn on Enable push notifications for your browser under the table. Access token Your personal key to the HellouOne API, if you are integrating another system. Treat it like a password: anyone holding it acts as you.