Set up HyoNova Support

Support works the first time a customer writes, with a General inbox, a General queue and a Standard SLA that HyoNova creates for you. This page explains how to shape it to your team: who answers what, how fast, and when.

Who can change the setup#

Setup needs Support administration (support.admin). By default, Owners and Admins have it. Managers and agents can read the setup — for example the queues they belong to — but cannot change it.

Open Company administration › Support. The overview shows how many inboxes, queues, SLAs and widgets you have, how many channels of each type are connected, and a readiness check of your setup.

Recommended order#

Readiness check#

The Readiness card on Company administration › Support › Overview answers one question from your real setup: can a new conversation reach someone who is able to answer it?

Each finding has a level — Problem, Warning or Note — names the widget or queue it is about, and has a button that opens the page where you fix it. Check again repeats the check.

The check covers your active widgets, the queues they send conversations to, the default queue, and every queue that holds unassigned conversations. The findings about one widget also appear on its card in Web chat widgets; a waiting draft is shown there as Draft not published.

Route unassigned conversations#

The finding about conversations nobody holds has a Route unassigned conversations button. It sends those conversations through their queue's assignment again — for example after you added members to a queue that was empty when the conversations arrived. One run handles up to 200 conversations, and the result says how many were:

• assigned to someone available;
• left for someone to take, because the queue assigns manually — a manual queue stays manual;
• still waiting, because nobody is available right now.

It needs Support administration and is recorded in the audit log.

Inboxes#

An inbox is a top-level place where conversations arrive, often one per brand or department. Each inbox has a name, a description, an optional brand, a default queue and members. One inbox is the company default.

• Each channel and widget can deliver into a chosen inbox.
• Agents who are inbox members see its conversations.
• You cannot archive the default inbox; HyoNova says Choose another default inbox first.

Queues and agents#

A queue groups conversations that the same people answer — for example Billing or Technical. Each queue has:

Assignment modes:

• Manual — nobody is assigned automatically. Queue members are notified and take conversations themselves. The queue editor says so: Manual assignment: someone must take each conversation. Nothing is assigned automatically.
• Round robin — HyoNova assigns in turn to each member who is Online and below capacity.
• Least active — HyoNova assigns to the Online member with the lowest load compared with their capacity.

Online here means that the agent chose Online and has HyoNova open. See When an agent counts as online.

If nobody is online and below capacity, the conversation stays unassigned and the queue's members are notified. On the website chat, the visitor then sees Waiting for the team or The team is away until someone takes the conversation. See Who answers.

A queue with nobody in it is marked Nobody receives in the list of queues, and the readiness check reports it.

You cannot archive a queue that still has open tickets (Move or resolve this queue's open tickets first.) or the default queue.

Agents and support photos#

Company administration › Support › Agents lists everyone who works support conversations: members whose role allows it and members of a queue. For each one you see their Status, Active conversations, Capacity, Queues and Last activity. Support administrators and Support managers can open the page.

The Photo column holds the agent's support photo: what customers see beside that agent's replies in the website chat, together with the agent's first name. Without a photo, the agent's initials are shown.

• A Support administrator can Upload, Replace or Remove the photo of any agent.
• Everyone else can change only their own photo, here or in the inbox. See Your support photo.
• A photo is a PNG, JPEG or WebP image of up to 1 MB and at most 2048 × 2048 pixels. It is saved as soon as it is uploaded.
• Hidden information is removed. When a photo is uploaded, HyoNova removes the information hidden inside the file: where and when it was taken, the device, an embedded thumbnail and comments. The picture itself is not changed and keeps its orientation.
• A photo does not outlive the membership. When a member is removed from the company, is suspended, or closes their HyoNova account, their support photo is deleted. Within a few minutes it is no longer shown in the chat, also in older conversations: that member's messages then show initials.

When an agent counts as online#

For customers and for routing, an agent is Online only while two things are true:

• the agent chose Online as their status;
• HyoNova is open on their device. While it is open — on any page, in the dashboard or in an office world, also in a background tab — it sends a sign of life every minute.

Within about three minutes of closing HyoNova, the agent counts as Away: queues stop assigning new conversations to them, and the website chat no longer counts them as available. The status the agent chose is not changed, so they count as Online again as soon as they open HyoNova.

The Status column on the Agents page shows what customers and routing see. For an agent who chose Online but does not have HyoNova open, it shows Away with the line Chose online, but HyoNova is not open — customers see them as away. and, after HyoNova last open:, the time of the last sign of life.

Routing rules#

Routing rules decide where each new conversation goes. Every rule has conditions and actions.

Conditions (all must be true; up to 10 per rule):

Website domain is the domain of the site where the chat is installed — the site of the address agents see as Page. A conversation that came through the direct chat link has no website domain, so a Website domain condition never matches it.

Actions (at least one): set the inbox, the queue, the team, the priority or the SLA, and add tags (up to 10).

How rules run:

1. Enabled rules run in order, from the lowest position.
2. When a rule matches, its actions apply. If several matching rules set the same thing, the earlier rule wins; tags add up.
3. A rule with Stop processing ends the evaluation when it matches. New rules stop processing by default.
4. Whatever no rule sets comes from the defaults. Nothing is ever dropped.

Use Test rules to try a sample — a channel, a widget, a website domain, a language, a known or unknown customer and a message text — and see which rules would match and where the conversation would go, without creating anything.

SLAs#

An SLA (service-level agreement) sets two targets for a ticket:

When the clock pauses, HyoNova remembers how much time was left; when the customer answers, the due time is worked out again from that remaining time.

Which SLA a ticket gets: the SLA set by a routing rule; otherwise the queue's default SLA; otherwise the SLA linked to the ticket's priority; otherwise the company default SLA. Managers can change the SLA of one ticket.

The Standard SLA that HyoNova creates first aims for a first response within 60 minutes and resolution within 24 hours. Edit it to match your promises.

Business hours#

Business hours have a name, a time zone, up to four open intervals for each day of the week, and closed dates such as public holidays. Daylight-saving changes in the time zone are handled.

Business hours are used by:

• SLAs that count only business hours;
• routing rules with an open/closed condition;
• website chat widgets — outside their hours the team counts as away, and visitors get the offline form or can chat anyway, as the widget is set. See Online and offline.

You cannot archive business hours that queues, SLAs or widgets still use.

Canned replies#

A canned reply is a prepared answer that agents insert while replying. Each has a name, an optional shortcut (lowercase letters, digits, - and _), the text, a language (any, English or Arabic) and optional actions that apply when it is used: set the ticket to In progress, Waiting or Resolved, change the priority, or add tags.

Help articles#

A help article is a short public answer that website visitors can search and read inside the chat, on its Home and Help views. Write them in Company administration › Support › Help articles. Support administrators and Support managers can add, edit and archive articles.

• Published means public. Every visitor of a widget with Help articles turned on can read a published article. Never write private or internal information in one. Drafts stay hidden, and an archived article is no longer shown.
• Turn it on in the widget. Articles appear only in widgets whose Experience step has Help articles on. While no active widget has it on, the page tells Support administrators so. See Home screen, help and starters.
• The chat lists a few at a time. The Help view shows up to eight articles, in your order; searching finds the others.
• Nothing else is exposed. Help articles are the only texts of your company that visitors can read in the chat. Your company's other documents and knowledge are not shown to them.
• Past its review date means hidden. A published article stays visible through the day of its Review by date. From the next day the list marks it Expired — needs review: the chat no longer lists or finds it, and it can no longer be sent as a card. The readiness check counts these articles.
• Up to 200 published articles. A company can have 200 articles published at the same time. To publish another one, unpublish or archive one first. Drafts do not count.

Try a question#

Try a question, at the bottom of the Help articles page, shows which of your published articles match a question. Type it under Customer question the way a customer would ask it — at least two characters — and choose Try.

• Up to five articles, best match first. Each shows Match and a percentage: the share of the question's meaningful words that the article contains. A word found in the title counts double; everyday words such as the or how are left out, in English and in Arabic, everyday Iraqi words included.
• An article is listed only when it covers at least a quarter of the question. Below that the tool finds no answer.
• Only live articles are searched — published and within their review date. An article you just published or changed is found at once.
• Nothing is sent to anyone. The question is not stored.
• The search field of the chat uses the same matching. A visitor who types a whole question there finds these articles too. That field also finds an article when the typed text simply appears in its title or text, so a single word or the beginning of a word is enough there.

Unanswered questions#

The Unanswered questions card on the Help articles page is for Support administrators and Support managers. It collects customer questions that an AI Employee could not answer from your knowledge. Until an AI Employee works your queues, it says No unanswered questions right now.

Channels and widgets#

• Website chat — create a widget in Company administration › Support › Web chat widgets. See Website chat widget.
• WhatsApp, Instagram and Messenger — Connect with Meta in Company administration › Support › Channels. See Connect WhatsApp, Instagram and Messenger.
• Email — add a support address in Channels. See Support email.

Each channel shows its state:

Test connection checks a channel against its provider now and records the result. You can rename a channel, choose the inbox it delivers into, and set its brand.

Support settings#

Customer data and exports#

Support managers who also hold the export or delete permission for Support — Owners and Admins by default — see two more actions in a conversation's customer panel:

• Export data downloads everything Support holds about this customer as a JSON file: contact details, conversations, messages and ticket history.
• Erase data deletes the customer's messages, attachments and contact details from Support for good. You must give a reason, which is recorded in the audit log. Tickets remain, without their content, so reports stay correct. This cannot be undone.

In Support › Tickets, Export CSV downloads the tickets created in the last 12 months.

What is recorded#

Changes to the setup — including widgets, each publish and restore of their settings, their brand images and help articles — channel connections and disconnections, routing unassigned conversations again, reassignments of a colleague's conversation, merges and blocks are recorded with who did them and when. Owners and admins can review them in the audit log.