Roles and terms
oHallo uses a few specific words for the people and the automation that handle a conversation. Knowing them makes the rest of this help centre easier to follow.
The assistant
Section titled “The assistant”The assistant is what your customer talks to. It answers on every channel: voice, chat, and email. It works from your knowledge base, your policies, and the agents you have configured, and it brings in a person when a conversation needs one.
Agents
Section titled “Agents”Agents are the configured workers behind the assistant. You set them up under Settings, then Agents. Each agent has a focused job, for example looking up an order or booking a meeting, and the tools to do it. The assistant draws on the right agents for each conversation. Agents are automation, not people.
Operators
Section titled “Operators”An operator is a person on your team who handles conversations in the dashboard. An operator can take over from the assistant, pick up a call, work a case, or resolve a conversation by hand. When a conversation needs judgement, an operator steps in.