Documentation

Getting started

Create a workspace at /signup. It comes ready with a Support team, starter tags, a Bug report ticket type, a Standard SLA, a Help Center and a first macro.

1. Install the Messenger on your site (below).
2. Forward your support email address to your workspace's forwarding address (Settings → Email).
3. Invite your teammates (Settings → Teammates).
4. Write a few Help Center articles.

Install the Messenger

Paste this before </body>, with your app id from Settings → Messenger :

<script>
  window.hellolyneSettings = { app_id: "YOUR_APP_ID" };
</script>
<script async src="https://hellolyne.com/widget.js"></script>

For signed-in users, add user_id, email, name, any custom attributes, an optional company object, and a user_hash for identity verification. Call Hellolyne("shutdown") when a user logs out.

The JavaScript API : show, hide, showNewMessage(text), showArticle(id), trackEvent(name, metadata), update(attributes), onUnreadCountChange(fn), hideLauncher, showLauncher, shutdown.

Settings → Messenger opens a test page with your Messenger installed, to try it as a visitor or as a signed-in user.

The inbox

Views on the left : your inbox, mentions, unassigned, all, one inbox per team, and tickets by type. Filter open, snoozed or closed, and sort by newest, oldest, waiting longest or priority.

Reply or add an internal note (notes are yellow and never reach the customer; @name notifies a teammate). Insert a macro with M. Send and close with ⌘⇧↵. You see when a teammate is viewing or typing in the same conversation.

Email

Two ways in. Forwarding : forward your support address to inbound+…@ shown in Settings → Email. Mailbox : connect any IMAP account (Gmail, Outlook, Fastmail…), read every minute. Replies keep the email thread intact in your customer's mail client, and go out from your mailbox's SMTP when you connect it.

When a visitor leaves the chat before reading your reply, Hellolyne emails it to them after three minutes, and their email answer comes back into the same conversation.

Help Center

Articles live in collections. Publish them to your public Help Center at /hc/your-workspace and in the Messenger's Help tab. Each article shows views and reactions.

Outbound

Seven kinds of messages, each with an audience (a saved segment plus extra rules), optional page targeting, start and stop dates and a goal event :

• Email : a campaign sent once to the audience, with open and click tracking and an unsubscribe link.
• Chat : opens a real conversation in the Messenger.
• Post : a rich announcement with a button.
• Banner : a bar across the top of your site.
• Product tour : tooltips pointing at CSS selectors in your app.
• Checklist : onboarding tasks on the Messenger home.
• Survey : NPS or CSAT with a follow-up question.

Series chain messages with waits, conditions and tags. People enter as soon as they match the entry rules.

Workflows, SLAs, office hours

A workflow has a trigger (new conversation, customer reply, teammate reply, closed, idle), conditions on the conversation and the contact, and actions : assign to a team or teammate, tag, prioritize, auto-reply, note, snooze, close, apply an SLA, ask for a rating. They run in the order you set.

SLAs set first reply, next reply and time-to-close targets, counted in office hours if you want. The inbox shows the time left; the assignee is notified when one is missed.

Tickets

Customer tickets have their own fields and states the customer sees in the Messenger. Back-office tickets are internal. Tracker tickets group every conversation about the same problem, so one update reaches all of them.

Contacts and your data

Users are identified people, leads are anonymous visitors or prospects. Segments filter on any attribute, tag, company or event count. Import a CSV from Contacts (an Intercom “People” export works as is) and export everything at any time.

Plans

See pricing. Plans are paid to the Hellolyne team directly; Settings → Plan & billing shows your usage and limits.