Question 1

What is hellomateo customer and contact management?

Accepted Answer

hellomateo customer and contact management manages customer data, consent and audiences for your customer communication. On the contact you find chats, notes and existing orders and appointments; customer journeys are added in the Business package and above. Contacts are created for incoming messages without a matching contact or are added manually, via CSV and via integrations. hellomateo complements your industry software or your CRM.

Question 2

How do I obtain WhatsApp consent from my existing customers?

Accepted Answer

With a hellomateo opt-in process, your existing customers can sign up via QR code or WhatsApp link and confirm their consent with a button. For this you set a keyword, the confirmation message and a success message. You can provide the QR code at the service reception or at the checkout, for example. hellomateo records the consent in the activities on the contact; your customer’s confirmation appears as a message in the chat with date and time.

Question 3

How do I import existing customer contacts?

Accepted Answer

In hellomateo you import customer contacts as a CSV file via “Import customers” and then map the columns to the contact fields. You can import consent per channel as separate columns. The import offers automatic and manual corrections as well as a default country for phone numbers without a plus sign. In the setup appointment you clarify with hellomateo how your contacts are imported.

Question 4

What is the difference between marketing and transactional consent?

Accepted Answer

hellomateo keeps marketing consent and transactional consent as separate entries per channel. For marketing, the contact shows whether a marketing opt-in has been granted. For transactional consent, you record in the app, for example, granted consent, contract fulfillment or legitimate interest. These fields document the stored status; they are not a legal assessment of a specific message.

Question 5

How does a customer unsubscribe without me deleting them?

Accepted Answer

If a customer writes only “Stop” or “Stopp”, hellomateo ends the marketing opt-in for this channel and sends your stored unsubscribe confirmation. The contact and their previous conversations are kept. The unsubscribe affects marketing consent; it does not automatically end transactional consent. You can check the separate entries on the contact. Other wording such as “Please no more advertising” appears as a message in the inbox.

Question 6

Is consent synchronized with our industry software?

Accepted Answer

hellomateo can import consent via connected industry software; with some integrations there is also a return channel. Which consent is transferred and whether a withdrawal is reported back depends on the respective integration. In the setup appointment you clarify with hellomateo the transferred fields and the direction of synchronization. Integrations with industry software are available in the Business package and above.

Question 7

Where do I see when and how a customer gave consent?

Accepted Answer

In hellomateo your customer’s confirmation appears as a message in the chat with date and time. Your customer confirms consent via a button in the message. In the activities you find entries on added or withdrawn marketing consent. This way you can look up the documented process later. For processing your customer data, hellomateo provides a data processing agreement.

Question 8

Can I filter audiences by customer data, orders and appointments?

Accepted Answer

In hellomateo you build dynamic lists with filters by contact details, custom fields and existing orders and appointments. Rules and groups can be linked with “and” or “or”. For example, you can combine birthday this week and WhatsApp marketing opt-in. A static list, on the other hand, contains contacts you have selected. You can create a campaign directly from a list. Audiences are included in all packages.

Question 9

Does hellomateo replace our customer management or our CRM?

Accepted Answer

hellomateo complements your existing customer management, your CRM or your industry software. The focus is on customer communication: contacts, consent, chats and audiences. You find existing orders and appointments on the contact; hellomateo does not offer its own overview of sales stages. You import contacts via CSV or connect your software in the Business package and above. Your existing system remains the basis for its previous tasks.

Question 10

Can I create custom fields and show them in the chat?

Accepted Answer

In hellomateo you create custom fields for customers, orders and appointments, for example a customer number or a delivery date. Text, number, yes/no, date, date with time as well as single and multiple choice are available. You can make selected contact fields visible next to the conversation via “Show in sidebar”. This way your team can, for example, look up the repair number while replying to the customer.

Question 11

Do I see all conversations of a customer in one profile?

Accepted Answer

hellomateo assigns WhatsApp and SMS with the same number as well as emails from a stored address to the same contact. Instagram and Facebook create their own contacts; a complete merge of all channels therefore does not happen automatically. You can merge contacts manually; this merge cannot be undone. You find the conversations assigned to the contact in the “Chats” tab.

Question 12

What happens with a second or new WhatsApp number?

Accepted Answer

In hellomateo each contact can have at most one WhatsApp number. If a customer writes from a new number that is not yet assigned, a new contact is created. If both contacts belong to the same person, you can merge them; this cannot be undone. If a relative writes from their own number, they remain a separate contact, and you record the relationship in a note. When you change a number, the app points out that this affects consent.

Question 13

What does contact management cost, and can I try hellomateo?

Accepted Answer

Unlimited active contacts, opt-in processes and audiences are included in all hellomateo packages; integrations and customer journeys are available in the Business package and above. You find out the specific costs in a personal conversation. On request, you receive free access to the interface with sample data during or after the personal demo. You can send and receive messages after the agreed setup appointment.

Contacts and opt-ins for WhatsApp in one place

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