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All about Hey Now

Hey Now for Partners

We interact with customers in real time and understand text, audio and image.

We integrate through APIs in the companies' information systems, analyze the data and respond accordingly.

Use Hey Now on any channel

Our platform

Hey Now is a cloud-hosted platform, so no local installations on the customer's computers are required to use it. 

In addition, it is low code-no code which means that anyone can create flows and use the platform without knowing programming. 

Modules

Step analysis

It allows you to see which are the main options used by users in the different channels. For example, if the bot presents a main menu with 6 options, you can see how many times users went through each of them. You can also see the summary of the results of satisfaction surveys, number of conversations ended due to inactivity (time out), etc.

Analysis by agent

indicates time spent, average time spent, sessions attended and number of messages sent by each agent in the different channels.

Session analysis

You can see the number of conversations (sessions) for each channel in the period you want to view the customer, number of conversations derived with an agent, abandoned conversations, waiting time in each channel, unique users that interacted with each channel, etc.

Detailed analysis

To see the details of the conversations for each channel. Here you can see the complete conversation, if the automatic assistant intervened or if an agent intervened. The conversations can be filtered by period, channel, conversation type, step, contact and agent. 

In this report you can also configure "typifications" to keep track of the information that the bot collects in each conversation, for example: customer data (name, document, email, etc), score and comments given in the satisfaction survey, main menu option used, in case of selecting a product you can see which one/which ones were, etc. 

Also reported here are the "panel typings" which are the query reasons flagged by the agents when the chat is closed.

By skill

Here you can see the number of sessions, average waiting time and average session duration for each "skill" (attention queue).

Sales

For those companies that have integrated the WhatsApp cart, here you can see the amount of sales with the detail of the customer, contact, product/s selected and total amount.

Shipping

To view the results of outgoing campaigns, you can see here if the message was received, read, sent or failed. In this report you can apply filters by date, template name, campaign and contact.

WhatsApp Sessions

To view the number of "user-initiated" and "company-initiated" conversations for each period.

Audit

You can see the actions performed by users of the platform, i.e. who logged in, who sent proactive messages, created new users, made configurations, etc.

Personalized

Clients who have custom reports developed will be able to view them in this module.

Real-time panel

Module where you manage the conversations that are referred to an agent. Here you have the possibility to attend each conversation by viewing previous messages, transfer to other colleagues or skills, send quick answers, documents, images, type the conversation, use actions, etc.

Sending messages

Module for sending mass messages by loading a base with the contacts and message variables.

Campaigns

To send massive campaigns, but scheduling them previously. Here you can configure the list of contacts, date and time when the campaign should be sent.

Templates

In this module, the templates to be used in WhatsApp mass mailings are uploaded for approval by Meta.

Users

Module to manage the users that will access the Hey Now platform. For each module, you can grant or deny access permissions, assign the user an Ability, block the user, etc. Hey Now has no limit to the number of users a customer can create under his account and there is no license per user.

Manage platform

Here you can enable the second factor authentication (2FA), and configure a wihtelist.

Flow of services

Allows programming business logic for outbound campaigns. For example, it is possible to design a flow that connects to a database, CRM, system in general or whatever is necessary and that is executed every certain time, configurable by a client's administrator.

Contacts

Module where the contacts that have interacted with the bot can be visualized, new contacts can be loaded or deleted, and contact data can be modified.

Skills

Functionality that allows grouping operators in different groups, for example, collection, sales, support, etc. to which conversations are derived according to the path or options chosen by the customer in the flow.

Typifications

Additional information to be completed by the operator for each interaction. Default typing can be created, so that the operator can choose from a list of options, and the free text field can also be configured so that the operator can leave comments.

Quick answers

Allows you to create pre-defined responses, which are used to standardize communication with customers and optimize the time of each interaction. For example, the initial greeting of the agents, the farewell, request for information, etc.

Configuration of bots

Module that allows to manage several aspects of an automation, such as operators' working hours, mailboxes for sending messages from the service flow, maximum session or waiting time in the Operator Panel, etc.

Behavioral editing

Create and edit bot behaviors.

Account linking

Allows social network accounts to be linked so that a bot can be assigned.

Resource configuration
Manage data
Administer SSO

Functionalities

Sending campaigns

Carry out massive campaigns by WhatsApp or SMS. In WhatsApp, the message can be accompanied by resources such as images, videos or documents. This functionality also allows the customer to continue the interaction by adding different flows according to the user's response.
Intervention of conversations

From the Operator Panel, an agent can execute an action on the interaction he/she is attending. For example, return the conversation to a specific point in the menu, execute a script or external service, among others.

Configuration of Typifications

Collects additional information for each interaction. Default typing can be created, so that the operator can choose from a list of options, or set up the free text field so that the operator can leave comments.

Ability Configuration

It groups agents in different service queues, for example, collection, sales, support, among others, and refers the conversations to the correct skill according to the option chosen by the customer in the flow.

User management

Manage user access to the platform. Assign permissions and skills according to the role of each user.
In Hey Now there is no user limit and we do not charge for licenses.

Bot configuration

Manages various aspects of an automation, such as the operators' working hours, mailboxes for sending from the service flow, maximum session or waiting time in the Operator Panel, etc.

Rapid response configuration

Create predefined responses to standardize communication with customers and optimize the time of each interaction.

Transfer of conversations

Transfers a conversation between agents and attention queues (skills).

Security

Extended security

If required, it is possible to establish a secure tunnel (VPN site to site) between the Hey Now cloud and the customer's premises to access their systems only through this secure connection.

SSO

Single Sign On, implies integration with the client's domain to allow access to the platform using the usual (corporate) credentials without the need to create specific users for Hey Now.

Whitelist

Allows you to define a set of IPs from which access to Hey Now is allowed. It is used to restrict access only to the client's corporate network.

2FA

Second authentication factor. It is possible to configure the sending of a token that is sent to the user's personal email in order to access the platform.

Blocking of users

After a certain number of failed login attempts in Hey Now, the user is automatically blocked.

Data management

Hey Now provides APIs for free so that a customer can extend the functionality of the product.

With these APIs it is possible:

  • Send messages. For example, send a WhatsApp to a particular contact from a CRM or similar system.
  • Extract raw conversations directly from the Hey Now database.
  • Manage live sessions, e.g., deploy an operator panel on an external system.

Products

Servicebot

Custom AI service development, which is consumable from an external system or flow to Hey Now. In this way, it is possible to incorporate AI into any business process.

Voice to Text

Within a conversational flow, it is possible to transcribe a voice memo. This can have different uses, but the goal is always to facilitate the interaction from the customer and improve the user experience.

Natural language (NLU)

Technology to understand free text entered by the bot user and give the answer according to the request. Requires training in the specific topics to be answered in the conversational flow.

Imagebot

It allows you to validate images received in a bot, for example, that it is a photo of an identity document, and then you can extract information from that image.

Voicebot

Application of NLU to the voice channel, i.e. telephone calls.
We connect to the telephone exchange and apply speech-to-text transcription and text-to-speech synthesis techniques to establish a fluent dialogue, very similar to a real conversation with a person.

Knowledgebot

This is a model that searches for information that resides in an external knowledge base, usually a set of dispersed documents such as PDF, website, drive, etc. 

Mailbot

Application of NLU to the email channel. Allows to answer emails automatically.

Geolocation

We apply logic to a location sent by the client that allows to execute an action, for example to consult nearby premises, to detect the name of the street on which it is located, etc.

Authentication

We implement user authentication mechanisms when interacting with a bot.

From requesting data and sending it to a customer service for authorization, to sending a token or key through a second channel, to integration with specific user management systems and the use of biometric techniques. 

Sentiment analysis

We classify a conversation according to the detected expressions, such as "angry", "sad", "happy", etc. This information can be displayed in the Operator Panel when it is referred to a human agent who takes it as context for the treatment of that particular customer.