FAQs

How to create a template for my customers that ” I’m not around. Will get back to you shortly “

Ans:

  • You can set the office hours for this feature, set the time, and when the offline hours start it will send the offline message response to the customer.
  • Settings > office hours and set the messages.

 

How to Delete Chats

Ans:

  • Deleting a chat is not possible from both the Admin’s end and the back end support. We can only close the chats.

 

How to invite your agents onto your hippo platform

Ans:

  • Go to Settings on your hippo Dashboard > Click on AGENTS > Click on Invite Members Icon on the right top corner and a pop up will appear > Enter the email address of the agents you want to invite to your hippo dashboard > Choose the option “Invite with Restricted access (Agents)

 

How to integrate email address with the Hippo Platform 

      Ans:

  • Go to hippo dashboard  > settings > Multi channel Messaging > Email and enable the option

 

How to create multiple support service channels within hippo

Ans:

  • Yes, we can create multiple support channels in Hippo.
  • Go to the Hippo dashboard > settings > Default channels > Add channels

 

How to Add or Delete an agent

      Ans:

  • For Adding/Inviting an Agent – Go to Setting feature on you Hippo Dashboard > Click on the Agents > Click on Invite Members button and a popup will appear. Enter the agent’s email address and click on Invite.
  • For disabling/Delete an Agent – Go to Setting button > Click on the Agents > scroll right and then click on the edit button. A popup will be shown and then toggle Active to Inactive or you can delete the agent on click on the delete button.

 

How to restrict the access of chat to the agents

Ans:

  • Go to Settings on your hippo dashboard > Agents > Edit > scroll down > Select the Role > save.

 

How to change the language of the platform

Ans:

  • Go to settings on your Hippo Dashboard > Business profile > Choose Language

 

How to change the Business Account name on Hippo Platform

Ans:

  • Go to Settings on you Hippo Dashboard > Business Profile > Business Name

 

How to Configure your business currencies

Ans:

  • Go to Settings on you Hippo Dashboard > Payment Methods > Select Currencies

 

How to filter the chat based on tags

Ans:

  • Go to Hippo chat dashboard and click on the search button and filter the chats based on Labels.

 

How to grant admin access to our team members so that they can access all chats in Hippo?

Ans:

  • Steps to invite : Go to Hippo Dashboard > settings > agents > Invite Agents

 

Some of my chats are not visible to Agents, Do I need to provide them any separate access

Ans:

  • Agents have limited access to chats of their teams. 
  • The solution he can invite agents as support agents in hippo, they will be having access to all the chats, For example, abc@gmail.com as abc+1@gmail.com
  • Steps to invite : Go to Hippo Dashboard > Settings > Agents > Invite Agents

 

How to import Email Templates onto the Hippo Platform

Ans:

  • Go to Email templates feature on the hippo dashboard > click on create template > drag and drop HTML on left side of the screen > click on content > paste the page source of the email template which you want to import on hippo.

 

How to change your Logo of your Hippo Dashboard

Ans:

  • To change your logo, Go to Settings Business Profile – Click on Edit Logo Option and choose a logo as per your choice

 

How to set offline and online messages for chats

Ans:

  • Go to Settings on your Hippo dashboard – Click on Office Hours Tab and set the timings of office hours and create a template for offline and online messages.

 

How to create saved replies for the chats for sending out quick replies to your customers

Ans:

  • Go to Settings on your Hippo dashboard > click on saved replies > Click on Add Reply icon on the right top corner and add unlimited replies which you want to implement on the chats for sending out quick replies to your customers.

 

How to provide audio/video call features to the agents

Ans:

  • Go to Settings on your Hippo dashboard > Go to Add-Ons > Scroll down and you will find Audio call for agents, Video Call for agents > Enable both of them.

 

How to disable the reply feature for the customer once the chat has been closed?

Ans:

  • Go to Settings on your Hippo dashboard > Go to Add-Ons > Enable “Disable Reply For Customers” option.

 

How to auto assign chats to your available agents

Ans:

  • Go to Settings on your Hippo dashboard > Go to Add-Ons > Enable the Auto Assignment Feature.

 

How to add contacts manually in the Hippo Engagement automation

Ans:

  • Click on Engagement Automation on your hippo dashboard > Click on Contacts > Click on Add Contact icon on the right top corner to add contacts manually.

 

How to import contacts through a CSV file in the Hippo Engagement automation

Ans:

  • Click on engagement automation on your hippo dashboard > Click on contacts > Click on the 3 dots available on the right top corner of the dashboard > Select import contact > new popup window will open for you to upload the CSV file which you have already created > Upload the CSV file there and the contacts will be imported.

 

How to add Attributes/Filters in the Hippo Engagement Automation

Ans:

  • Click on engagement automation on your hippo dashboard > Click on User Attributes Feature from the dashboard > Click on the Add Attribute icon on the right top corner and a new popup will appear > Create an attribute as per your Business use case and requirement.

 

How to create a segment through Dynamic segment type

Ans:

  • Click on engagement automation on your hippo dashboard > Click on segments feature from the dashboard > Click on “Create New segments” icon on the right top corner > Give a segment name, segment description and choose the segment type as Dynamic and apply appropriate filters to segregate the customers you want to segment.

 

How to create a segment through Static segment type

Ans:

  • Click on engagement automation on your hippo dashboard > Click on segments feature from the dashboard > Click on “Create New segments” icon on the right top corner > Give a segment name, segment description and choose the segment type as Static and Upload the CSV file from the right top corner

 

How to configure your Whatsapp number Directly with the Hippo Platform

Ans:

  • Click on engagement automation on your hippo dashboard > click on Config Feature from the dashboard > Select Whatsapp Configuration > Choose the Direct option under the Service Provider option and scan the QR code available on the right side of your screen from your Mobile Whatsapp > Once you have scanned, you will see the device name and number integrated to your Hippo platform instantly in 10 Seconds.

 

How to configure your Whatsapp number with the Hippo Platform using TWILIO service provider

Ans:

  • Click on engagement automation on your hippo dashboard > click on Config Feature from the dashboard > Select Whatsapp Configuration > Choose the Twilio option under the Service Provider option > Provide the Required keys and access token of the Twilio service provider and the check with the Twilio for further details.

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