Question 1

What exactly is hellomateo?

Accepted Answer

hellomateo is customer communication software for WhatsApp, email, Instagram and Facebook Messenger. Your team answers inquiries in the shared inbox. Twelve modules cover customer and contact management, newsletters, reviews and appointment booking, among other things; which ones you use depends on your package and add-on modules. Insights shows messages, read rate, contacts and reviews. hellomateo uses the official WhatsApp Business API and complements your existing customer management or industry software.

Question 2

Is hellomateo a good fit for my business?

Accepted Answer

hellomateo suits businesses that offer advice, work with recurring appointments and stay in touch with customers after the purchase, for example car dealerships, opticians, hearing care professionals, fashion stores or furniture and kitchen stores. In the Business package and above, customer journeys invite customers, for example, to the main inspection (HU), an eye test or a consultation about a replacement fitting. A fashion store can send news about its collection via WhatsApp newsletter. Which automated processes are possible also depends on the data from your connected software.

Question 3

How is the price of hellomateo made up?

Accepted Answer

The price of hellomateo consists of your package, add-on modules, a one-time setup and training, and Meta fees. All four packages include the Central Inbox, contact management, WhatsApp newsletter, review management, the website contact button and Insights; customer journeys and integrations are available in the Business package and above. You find out package prices in a consultation. AI telephony starts at €80 per month including 500 free minutes; additional minutes are charged on top. Appointment booking is an add-on module for €25 per month, regardless of the number of locations. hellomateo passes on Meta fees without a markup. The minimum term is twelve months.

Question 4

Does hellomateo only work with WhatsApp?

Accepted Answer

With hellomateo you can use WhatsApp, email, Instagram and Facebook Messenger in all packages. You add phone calls with AI telephony; letter mailing can be added in Business, can be chosen as an option in Business Plus and is included in Enterprise. hellomateo sets up SMS only as a paid additional service. On your website, a contact button leads to WhatsApp or another channel you have set up. The conversation takes place there; there is no chat window on the website. Campaigns cannot be sent via Instagram or Facebook Messenger.

Question 5

How does hellomateo protect our customer data?

Accepted Answer

hellomateo is GDPR-compliant, processes data in the EU and does not use your data to train AI models. You receive a data processing agreement under Art. 28 GDPR. hellomateo is hosted in Frankfurt; AI telephony call data is processed in EU data centers of other providers. hellomateo documents consent separately for each channel. If a customer writes only “Stop” or “Stopp”, hellomateo records their unsubscribe from promotional messages for this channel.

Question 6

Can I try hellomateo, and how do I get started afterwards?

Accepted Answer

On request, you receive free test access to hellomateo with sample data during or after the personal demo. You see the inbox, customer journeys, message templates and campaigns without connected integrations. You can send and receive messages after the agreed setup appointment. A dedicated contact person supports you; hellomateo verifies the WhatsApp number with you and sets up the customer journeys you have booked. During the setup appointment, hellomateo trains your team; the training is charged as a one-time fee. How long it takes to connect your industry software depends on the system.

Question 7

We already use WhatsApp Business. What does hellomateo add?

Accepted Answer

hellomateo adds a shared inbox, documented consent and, in the Business package and above, automated customer journeys to WhatsApp. Multiple staff members write via the same number, assign conversations and clarify questions in internal comments. Depending on your package, multiple numbers are possible, for example per location or department. Your existing number can be connected. Customer journeys invite customers before they book; your team handles the replies in the inbox.

Question 8

Our industry software already contacts customers. What does hellomateo add?

Accepted Answer

hellomateo adds customer communication to your industry software, with replies in the shared inbox and automated invitations in the Business package and above. In the Business package and above, more than 70 direct integrations transfer contacts, orders or appointments, depending on the system. A due date can trigger an invitation before the customer has booked; a matching order status can trigger a pickup message. The data usually flows to hellomateo. Only some connections report data back.

Question 9

Can hellomateo answer customer questions in chat and on the phone?

Accepted Answer

hellomateo offers an AI assistant in chat and AI telephony, which answer questions with the business knowledge you have stored. In chat, your team can take over. On the phone, the AI sends the booking link via WhatsApp once the caller agrees; the customer books the appointment themselves. The booking page is part of the appointment booking add-on module. Both AI modules can be added to Premium and Business. In Business Plus you choose two of AI assistant in chat, AI telephony and postal mailing; Enterprise includes all three. AI telephony starts at €80 per month including 500 free minutes; additional minutes are charged on top.

Question 10

Can my team use hellomateo on their phones on the go?

Accepted Answer

There is a free hellomateo app for iPhone and Android in all packages. Your team reads and answers messages, assigns conversations and sends voice messages. Notifications inform you about new messages, assignments and, with AI telephony booked, AI calls. You edit contact lists, calendars, campaigns, customer journeys and reviews in the browser on your computer.

Customer communication software: the features of hellomateo

The features of hellomateo

Central Inbox

Automated customer journeys

AI Telephony

AI assistant in chat

Appointment booking

Customer and contact management

Contact through your website

Review management

WhatsApp newsletter

Postal mailing

Insights

Integrations

Your questions about hellomateo

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