Question 1

What is the hellomateo Central Inbox?

Accepted Answer

The hellomateo Central Inbox is a shared interface for customer inquiries from WhatsApp, email, Instagram and Facebook Messenger. There, multiple staff members handle conversations, assign responsibilities and coordinate internally. With AI telephony booked, its calls also appear with a summary and transcript. The Central Inbox also shows which conversations are open or closed. The contact button on your website takes visitors to a messaging channel, for example WhatsApp. hellomateo does not offer a chat window on the website.

Question 2

Can multiple staff members write via one WhatsApp number at the same time?

Accepted Answer

Yes, in hellomateo multiple staff members answer customer inquiries via the same WhatsApp number at the same time. They work in the browser or in the app; a separate company phone per staff member is not necessary. You assign conversations to individual staff members with access. How many staff accounts and additional numbers you can use depends on the package. Additional numbers are possible, for example for locations or departments.

Question 3

Do phone calls appear in the inbox with a summary and transcript?

Accepted Answer

Yes, hellomateo AI telephony calls appear in the inbox with status, duration, AI summary and transcript. Your team can read there what the caller wanted. This applies to AI telephony calls, not to your staff’s phone calls in general. You cannot start a call from the inbox. AI telephony can be added, can be chosen as an option in Business Plus and is included in Enterprise.

Question 4

How do I separate the conversations of different locations or departments?

Accepted Answer

In hellomateo you separate conversations with teams and assigned inboxes, for example for workshop and sales. You define which teams get access to which inbox. The options are “Full Access” and “Inbox Only”. If needed, you move a conversation to another inbox; you set personal responsibility by assigning a staff member. The number of locations and numbers depends on your package.

Question 5

How do I distribute inquiries and find open conversations again?

Accepted Answer

In hellomateo you assign conversations to staff members with access and find them again via “Assigned to me” or “Assignable”. You can filter by unread messages and search by a contact’s name, number or email address. Message content is not searched. “Open” and “Closed” show the processing status. For questions within the team you use internal comments with a mention. Automatic staff assignment can be set up as a step in a customer journey in the Business package and above.

Question 6

How do I find out about new messages on the go?

Accepted Answer

In hellomateo each staff member sets which notifications they receive and how. Options include notices about new messages, their own assignments, mentions and completed AI calls, by email, in the browser or in the app. The free hellomateo app for iOS and Android shows your inbox and lets you reply, assign conversations and use message templates. You edit contact lists, campaigns and customer journeys in the browser.

Question 7

How does the AI help me reply?

Accepted Answer

The AI in the hellomateo text field revises text you have written yourself: it improves or shortens it, adjusts the tone and translates it. You can also translate incoming messages and have voice messages transcribed as text. The text features are marked as beta in the product. If you want an AI to reply on its own, you need the AI assistant in chat. It can be added to Premium and Business, can be chosen as an option in Business Plus and is included in Enterprise.

Question 8

Can I keep using my existing number and the WhatsApp Business App?

Accepted Answer

Yes, you can connect your existing number to hellomateo and, with the parallel connection, also keep using the WhatsApp Business App. This option has limits: WhatsApp calls are not possible on a number connected this way, and therefore no AI telephony via WhatsApp either. Existing broadcast lists can then only be read in the WhatsApp Business App, and WhatsApp for Windows is disconnected. You clarify which connection suits your business during setup.

Question 9

Can I connect my email inbox and reply through it?

Accepted Answer

Yes, in hellomateo you connect an email channel by signing in with your email provider or with your own IMAP credentials. According to the package comparison, email is included in all packages. When replying, you have recipient, CC, BCC and subject. You can quote and forward emails. The inbox shows you incoming emails as text. There is no custom HTML layout, for example for newsletters, and no separate signature per location.

Question 10

Can I use the inbox in my industry software?

Accepted Answer

The hellomateo inbox can be used embedded in some industry software, for example in the optician software OPA. This option depends on the system; it does not exist with every connection. Integrations are available in the Business package and above. With “Links”, matching links to your own system can also appear in the conversation. Whether your software provides such a link must be clarified for the respective system.

Question 11

What does the hellomateo Central Inbox cost?

Accepted Answer

The hellomateo Central Inbox is included in all packages; the costs depend on the package you choose and additional modules. In addition to the package, there is a one-time setup fee, a separate one-time training fee and variable Meta message fees, which hellomateo passes on without a markup. With a connection, costs from the provider of your industry software may also arise. You find out the specific amounts in a personal conversation.

Question 12

Can I try the inbox, and when can I start?

Accepted Answer

On request, you receive free test access to the interface with sample data during or after the personal demo of hellomateo. There you can view the inbox, message templates and customer journeys, among other things. The test access has no connected integrations. You send and receive messages after the agreed setup appointment. During it, hellomateo verifies the WhatsApp number together with you and trains your team.

Question 13

What does hellomateo offer for GDPR-compliant use?

Accepted Answer

hellomateo provides a data processing agreement under Art. 28 GDPR, operates its servers in Frankfurt and does not use your data to train AI models. The WhatsApp channel runs via Meta’s official WhatsApp Business Platform. In the inbox you see for each contact which channel they wrote through, and your team works with its own accounts instead of a shared phone.

Central Inbox for WhatsApp and your whole team

More than 2,000 customers use hellomateo

From customer inquiry to handling it together

The inquiry arrives

You decide who is responsible

You clarify questions internally

You reply and close

How your team works in the Central Inbox

Messages and AI calls in one inbox

Multiple staff members on one WhatsApp number

Clarify questions internally in the conversation

Prepare replies and revise your own text

Find and continue open requests

Which inquiries reach your team?

Car dealership and workshop

Opticians

Hearing care

Fashion retail

Medical supply store

Insurance

More features for your customer communication

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 the Central Inbox

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