HyoNova Support

Website chat and tickets work without any outside service. Other channels need setup.

HyoNova Support brings every customer conversation into one place: a chat on your website, a WhatsApp message, an Instagram or Messenger direct message, an email, or a ticket an agent opens by hand. Each conversation has a ticket with a status, a priority and a service-level target, and it is linked to the customer in Customers when HyoNova can be sure who it is.

Support is part of your company workspace, not a separate product. It uses the same company, the same people, the same roles and the same sign-in. Open it from Support in the sidebar of the company workspace.

What is in Support#

Start in minutes#

You do not need to configure anything to start. The first time Support is used, HyoNova creates a General inbox, a General queue and a Standard SLA (first response within 60 minutes, resolution within 24 hours). Every conversation that no rule routes elsewhere lands there.

Who can do what#

What people can do in Support follows their company role. The server checks every action; hiding a button is never the protection.

Seeing a customer's deals, invoices or tasks next to a conversation also needs the matching permission in Sales, Finance or Work. Linking a conversation to a customer needs access to Customers. See Roles and permissions.

Show technical details

Support uses the support.* permission keys: support.read, support.create and support.update (agent work), support.approve (managerial actions and the whole company's conversations) and support.admin (setup). Live support sessions also need communications.support.manage. The company must also have the Support module (module.support); during early access it is switched on for workspaces. Database row security limits agents to their queues and inboxes, in addition to the checks in the application.

How a conversation flows#

1. A customer writes on a connected channel. HyoNova finds or creates the customer's identity on that channel and opens a conversation with a ticket — or adds the message to the open one.
2. Routing applies your rules in order and chooses the inbox, queue, priority, SLA and tags. Anything no rule matches goes to the defaults.
3. Assignment. In a queue set to Round robin or Least active, HyoNova assigns the conversation to an agent who is Online and below their capacity. In a Manual queue, agents take conversations themselves.
4. The SLA clock starts. The ticket shows On track, At risk or Breached. Waiting on the customer pauses the clock if the SLA allows it.
5. The agent replies on the customer's own channel, or writes an internal note that only colleagues see. The first reply records the first response and moves the ticket to In progress.
6. Resolve. The agent marks the ticket Resolved. If the customer writes again, the ticket reopens. Resolved tickets close automatically after the number of days set in Support settings — seven by default.
7. Rating. On website chat, the customer may rate the help from 1 to 5 after the ticket is resolved.

In the office world#

In an office world, Support in the company menu opens a support sheet, so you can follow and answer conversations without leaving the world. For setup and longer work, open Support in the dashboard.

Analytics and satisfaction#

Support › Analytics shows, for a date range of up to one year:

• new conversations, open tickets, backlog and unassigned conversations;
• resolved and reopened tickets;
• SLA breaches and SLA compliance;
• the median time to first response and to resolution;
• customer satisfaction: the average rating and how many customers answered;
• messages that could not be delivered;
• conversations per channel, open and resolved tickets per queue and per agent, and a daily chart of created and resolved tickets;
• what visitors did in each website chat widget, and who answered. See Website chat and Who answered.

Managers and admins see the whole company. Agents see figures for the conversations they can access.

Customer satisfaction (CSAT) is asked on website chat: after a ticket is resolved, the chat invites the customer to rate it from 1 to 5, with an optional comment. The rating is stored on the ticket. Turn it off for the whole company in Support settings, or for one widget in its settings.

Website chat#

The Website chat section has one row for each chat widget, with what visitors did in it during the period.

• Counts of events, not of people. One visitor can load a page or open the chat many times, so a rate can pass 100%.
• A rate needs something to divide by. Without page loads or chat opens in the period, the cell shows “—”.
• The direct chat link and the embed URL are open when they load. They add to Page loads, not to Chat opens.
• Names only, never text. A counter records what happened in a widget on a day. It holds no typed or searched text, no page address and nothing about the visitor.
• The live preview is not counted.

Who answered#

The Who answered section shows how the conversations created in the period were answered.

A time that cannot be measured is shown as “—”, never as 0: “—” means this period does not hold enough data to measure it.

Privacy and security#

• Internal notes are never delivered. A note is stored as internal and no channel ever sends it, so a customer never sees it.
• Agents see only their queues. Unless they are managers or admins, agents see the conversations of the queues and inboxes they belong to, their own assignments and tickets shared with them. The database enforces this.
• Customers are linked only on proof. A conversation is linked to a customer automatically only when exactly one customer in Customers shares a verified contact point: a WhatsApp number, or an email address whose message passed sender authentication. A name never links anything, and an email or phone typed into the website chat is never treated as verified. Otherwise an agent links the customer by hand.
• Website visitors reach only their own chat. A visitor never signs in. Their browser holds a short-lived token that reaches only their own conversation on that widget. A widget that is unknown, disabled or not allowed on a website gives the same neutral answer, so nothing about your company is revealed.
• Attachments are checked. File contents are compared with their type, and web pages, SVG and XML files, scripts and programs are refused. Files are stored privately in your company's HyoNova Support folder, which is confidential.
• Business tokens stay on the server. When you connect WhatsApp, Instagram or Messenger, Meta's access tokens are kept in HyoNova's secret store, never in the browser.
• Your data stays yours. Support records belong to your company and are isolated from every other company, like the rest of your HyoNova data. HyoNova's own platform team sees only technical health, never message content.

How Support connects to the rest of HyoNova#

• Customers. Conversations and tickets appear with the customer in Customers, and an agent can create a customer from a conversation.
• Work. An agent can turn a ticket into a task in Work, with a due date, an assignee and a project.
• Meetings. Live support starts a private support meeting linked to the ticket. See Meetings.
• People and roles. Who can read, answer and configure Support follows your company's roles.
• Serene. Ask Serene on a conversation summarizes it and suggests a reply, which a person reviews; it requires the AI provider HyoNova connects. The AI Support Employee, which answers customers alongside your agents, is coming soon. See Serene AI.

Status and limits#

• Beta. Support works in early-access workspaces; behaviour and limits may still change.
• WhatsApp, Instagram and Messenger require setup by HyoNova and by your company. See Connect WhatsApp, Instagram and Messenger.
• Support email is not available yet, because inbound email is not switched on in HyoNova. See Support email.
• Replies follow the channels' rules. WhatsApp, Instagram and Messenger limit when a business may write to a customer. See Reply windows.
• Something not working? See Support troubleshooting.