How Heyloha is built: brand, agent and channels
Heyloha works with three ideas: your brand, your agent and your channels. Once you get those three, you know exactly where to find every setting.
Your brand
Your brand is your business: who you are, who you work for and what you stand for. Everything you set up lives under your brand. Most businesses have one brand.
Your agent
You have one agent per brand. That agent handles all your conversations, on every channel. You set the agent up once: who it is (Identity), how it sounds (Personality), what it knows (Knowledge), what sets you apart (Benefits), which rules it follows (Conduct rules) and what it can do (Workflows). Those settings apply on every channel right away.
You do not create a separate agent per channel. One agent works everywhere, with the same knowledge and the same tone of voice.
Your channels
Channels are the places where your agent talks: the web chat on your site, phone, WhatsApp, Instagram, LinkedIn and email. On the Channels screen you switch a channel on, connect an account and see whether it is live. Some settings, such as the greeting or the widget style, you can set per channel.
Where do you find what?
Everything sits in the left menu under Agent. Each part has its own tab: Identity, Personality, Knowledge, Benefits, Conduct rules, Functionality, Workflows, Agenda, Handover, Channels and Integrations.
Start with Identity and Knowledge. That way your agent knows who it is and what it is about. You refine the rest afterwards.