Question 1

What are hellomateo customer journeys?

Accepted Answer

hellomateo customer journeys are automated processes made up of a trigger and several steps, for example an invitation to the main inspection six weeks before it is due. A date or event starts the process for a contact. Prepared messages, waiting times or conditions follow. You can also assign conversations to staff members and update contact lists. In the “Runs” view you see which step a contact has reached.

Question 2

When do automated invitations and appointment reminders go out?

Accepted Answer

hellomateo sends invitations at the interval to a date that you set, and appointment reminders hours or days before a confirmed appointment. For a main inspection invitation you choose, for example, six weeks of lead time. In the schedule you set the daily time and time zone. Other occasions at a car dealership are service, the seasonal tire change and the vehicle anniversary. Events can also start a process: depending on the integration, for example, the pickup message goes out as soon as your software sets the order to ready for pickup and hellomateo receives the change. You need the matching data from your integration.

Question 3

Does hellomateo set up the processes, and can I look at them beforehand?

Accepted Answer

hellomateo sets up processes such as the eye test invitation at the agreed setup appointment and trains your team. Later you can adjust texts and timing yourself. To get to know it, you receive free access to the interface with sample data on request during or after the personal demo. There you can look at customer journeys and message templates, among other things. Live messaging starts after the setup appointment.

Question 4

Where does the data for invitations and pickup messages come from?

Accepted Answer

hellomateo uses data from your connected industry software as well as contact fields, custom fields and imports. A main inspection invitation needs the main inspection date, for example. Depending on the integration, an automatic pickup message starts, for example, as soon as your software sets the order to ready for pickup and hellomateo receives the change. Many integrations transfer data nightly, some continuously. Which fields and events arrive differs per system.

Question 5

What happens with customers without WhatsApp?

Accepted Answer

hellomateo can send a message via the next suitable channel in the order you set, for example by email if there is no WhatsApp number. In the “Send a message” step you order the channels. For each contact the message is sent via the first suitable channel with an existing address, not additionally via every channel. Postal mailing within such processes, for example for a main inspection invitation, can be chosen as an option in Business Plus and is included in Enterprise.

Question 6

Do I need consent for invitations and birthday greetings?

Accepted Answer

Whether a message needs consent depends on its content. hellomateo shows on the contact when they gave consent, and you can limit every message of a customer journey to contacts with consent. Whether a specific text, for example a birthday greeting with a voucher, counts as advertising is something you check for your business.

Question 7

How do I check recipients and avoid duplicate messages?

Accepted Answer

With “Schedule” and “Birthday”, hellomateo shows in advance the number of contacts the configuration would reach now. You can also view the message preview. With lists and filters you limit the recipients, for example for your main inspection invitation; execution can be limited to at most once a day per contact. In the “Runs” view you then check the status of every step. You should check several active processes together for overlaps.

Question 8

Can I change texts and timing myself later?

Accepted Answer

In hellomateo you can change texts and timing yourself, for example send an eye test invitation after three instead of two years. The schedule supports intervals in days, weeks, months and years. You edit messages via their templates. For a changed WhatsApp text you create a new message template and have it reviewed by Meta before you use it in the process. Opening via “Edit” alone does not interrupt ongoing sending.

Question 9

Can the process react to replies and button clicks?

Accepted Answer

hellomateo can react to inbound messages and clicks on the buttons of a message template. After a main inspection invitation you use “Wait for event” to wait for a reply, for example, and set a time limit. Then the process can assign a staff member or update a contact list. With “If/Else” you set different follow-up steps. Surveys in chat are only possible within the open 24-hour window after a message from the customer.

Question 10

What do customer journeys cost, and which package includes them?

Accepted Answer

hellomateo customer journeys, for example automated main inspection or eye test invitations, are included in the Business package and above. Postal mailing within these processes can be chosen as an option in Business Plus and is included in Enterprise. You find out the specific costs in a personal conversation. In addition to the software package there is a one-time setup and a separate one-time training. Depending on the integration, fees from the provider of your industry software may be added. hellomateo passes on variable Meta message fees without a markup.

Question 11

How does the invitation to a replacement fitting work in hearing care?

Accepted Answer

hellomateo can invite customers to a hearing consultation for a replacement fitting based on the transferred fitting date from your hearing care software, for example after 48 to 60 months. You set the timing in the process. The message invites them to a hearing test or consultation. Invitations to the annual check and to service as well as appointment reminders for appointments that are already confirmed can also be automated. This requires the necessary data from your integration.

Question 12

Can I send eye test invitations and pickup messages automatically?

Accepted Answer

hellomateo can automatically invite customers to an eye test based on the last eye test in your optician software, for example after two years. For this eye test invitation (recall) you can adjust the interval yourself. If the connected optician software reports that the glasses are ready, a pickup message can be triggered. After pickup you can add a review request. Which data and status values are transferred depends on your integration.

Question 13

How do I use automated invitations for several locations?

Accepted Answer

In hellomateo you map several locations with their own numbers and inboxes per location; you set which customers receive an invitation with lists and filters. For a main inspection invitation, for example, you choose the matching contact list. The recipient selection and the sender used are set when the process is set up.

Automated customer communication with customer journeys

More than 2,000 customers use hellomateo

From the main inspection date to the invitation on the phone

The main inspection date is ready

The invitation goes out automatically

Your customer books or replies

You check the progress

How an occasion becomes the right message

Choose the occasion: main inspection, eye test or replacement fitting

Connect message, waiting time and conditions

After a reply your team knows what comes next

Industry data makes the timing specific

See which step a customer has reached

Which occasion brings customers back to you?

Car dealership and workshop

Opticians

Hearing care

Fashion retail

Furniture and kitchens

Electronics retail

Matching features before and after the message

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

Frequently asked questions about automated invitations

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