Question 1

What is hellomateo postal mailing?

Accepted Answer

hellomateo postal mailing is a module you use to design letters and send them via campaigns or customer journeys. You create a postal template, add text, images or a WhatsApp QR code and choose your recipients. hellomateo takes care of printing, packaging and mailing. For postal mailing in customer journeys you need Business Plus with postal mailing selected, or Enterprise.

Question 2

Can a campaign go by WhatsApp or by letter depending on the customer?

Accepted Answer

Yes, in hellomateo you set the order of senders, for example WhatsApp first and postal afterwards. If the suitable WhatsApp number and consent are available, this channel is used. For contacts without these requirements, you can add postal as another channel. Each contact receives the campaign message via the first suitable channel. For letter mailing, a valid postal address and, for campaigns in marketing mode, marketing consent for postal must be stored on the contact.

Question 3

What happens with customers without WhatsApp?

Accepted Answer

With hellomateo you can write to customers without WhatsApp by letter if a valid postal address is available and you have set up postal as a channel. Campaigns in marketing mode require marketing consent for postal on the contact; customer journeys require transactional or marketing consent for postal, depending on the setting. The letter remains a standalone message, for example an invitation to the annual check. An added WhatsApp QR code offers the recipient the path into your chat if they want to use WhatsApp. Signing up for the WhatsApp newsletter requires a separate confirmation.

Question 4

What does letter mailing cost, and which package includes it?

Accepted Answer

hellomateo postal mailing can be added to Business, is selectable in Business Plus and is included in Enterprise. In Business Plus you choose two of AI assistant in chat, AI telephony and postal mailing. You find out the specific costs for your letter mailing in a personal conversation. Live mailing starts after the agreed setup appointment. On request, you receive free test access during or after the personal demo, in which you get to know the Central Inbox, customer journeys, message templates and campaigns with sample data.

Question 5

Who takes care of printing, enveloping and mailing?

Accepted Answer

hellomateo takes care of printing, enveloping and mailing your letters. Beforehand, you create the postal template in hellomateo and select it for your campaign or customer journey. Before mailing, you can check the preview of the saved template with “Download PDF”. The letters go to the stored recipient addresses, so you do not have to print them, put them in envelopes and take them to the post office yourself.

Question 6

Can I use my own letter designs?

Accepted Answer

Yes, in hellomateo you can upload your existing design as a background PDF and add text, images or a WhatsApp QR code. Placeholders such as “Full name” take over details from the contact. On upload, hellomateo checks: A4 portrait at 210 × 297 mm, at most five pages, all fonts embedded and at most 10 MB. Guide lines show you which area must stay free for the address. In Business Plus with postal mailing selected and in Enterprise, the creation of three letter designs by hellomateo is part of the package.

Question 7

Which letter format does hellomateo offer?

Accepted Answer

hellomateo sends letters in A4 format. You choose single-sided or, with at least two pages, double-sided printing. You select A4 when creating the postal template; in the editor you design the pages with your background PDF, text and images. With “Download PDF” you check the preview of the saved template before mailing.

Question 8

Can hellomateo send a letter automatically?

Accepted Answer

Yes, customer journeys in hellomateo can send letters automatically from Business Plus with postal mailing selected, as well as in Enterprise. In the “Send a message” step you choose the postal channel and a suitable postal template. Using the sender order, you can set WhatsApp first and postal afterwards. The contact needs a postal address and transactional consent for postal. If “Require marketing opt-in” is checked, they need marketing consent for postal. If the required consent is missing, no letter is sent; with several channels, the journey checks the next one.

Question 9

How does the QR code lead from the letter into WhatsApp?

Accepted Answer

A WhatsApp QR code from hellomateo opens your chat with a prepared start message that the recipient sends themselves. When designing, you choose the WhatsApp channel and enter, for example, “I received the #letter!”. If this is to become a newsletter sign-up, you set up a suitable keyword with a double confirmation process. The scan alone is not a sign-up. hellomateo adds a number for each letter to the start message; if the recipient sends it along, hellomateo matches the reply to the letter and merges the WhatsApp contact with the letter contact. This does not apply to “Custom link”.

Question 10

Can I see whether my letter has arrived?

Accepted Answer

hellomateo shows you which letters were sent and which could not be sent; there is no shipment tracking. In the campaign report you can view the status per recipient and, in case of an error, the error reason. This does not tell you whether the letter arrived in the mailbox or whether the recipient scanned the QR code. If the recipient sends the prepared WhatsApp message, hellomateo matches the reply to the letter and counts the letter as answered in the campaign report.

Question 11

What happens if a postal address is wrong?

Accepted Answer

An invalid postal address can cause letter mailing in hellomateo to fail. So check the stored address on the contact and the error reason in the campaign report if a letter could not be sent. Not every wrong address is detected before mailing: letters that have already been sent can be returned to the sender. The mailing status therefore replaces neither checking your contact data nor proof of delivery.

Question 12

Can I use hellomateo with a sender in Switzerland?

Accepted Answer

Yes, hellomateo supports senders in Germany or Switzerland for postal mailing. This statement describes the supported senders and is not a commitment to mailing to any recipient country. If you want to write to customers outside these countries, you clarify the desired recipient countries in advance in a personal conversation.

Question 13

Why use letters if I already have WhatsApp?

Accepted Answer

In hellomateo, the letter complements WhatsApp for contacts without a suitable mobile number or WhatsApp consent. For this you need a postal address and, for campaigns in marketing mode, marketing consent for postal; for customer journeys, transactional or marketing consent for postal, depending on the setting. You store the marketing consent on the contact under “Opt-ins consent” in the “Postal” row, by import, in a customer journey, via the API or through the connection to your industry software. A WhatsApp newsletter sign-up only happens once the customer confirms their consent.

Postal mailing: letters with QR code

More than 2,000 customers use hellomateo

From your postal template to the conversation

Design a letter

Set recipients and channel

Hand over printing and mailing

Start the conversation in WhatsApp

Design letters and follow up in the WhatsApp chat

Your invitation becomes a letter

WhatsApp first, letter for other contacts

The customer journey also sends your letters

From the letter straight into your WhatsApp chat

See mailing status and WhatsApp replies per letter

When do you want to reach your customers by post?

Hearing care

Opticians

Car dealership and workshop

Fashion retail

Your customer communication around the letter

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 postal mailing

Book a non-binding consultation

Arrange a non-binding consultation now

Newsletter, stay ahead of the pack.