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This document shows the different components and configurations of Heynow campaigns from uContact.

HeyNow Registry


Hey is a WhatsApp provider like Twilio, but that allows us to use chatbots, which makes our communication with the client much more efficient.



The enablement of the WhatsApp number depends on Hey now, NOT of uContact


HeyNow Administrator

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The main idea of this functionality is communication between customers and the Call Center company through an online chat.

For that by the Call Center company, certain factors need to be configured.


At the moment HeyNow has two different APIs.



Press the Save button when all the fields are completed to register the provider, in doing so we will see how it is added to the list of providers that is on the right.

To remove a provider, simply select it from the list, press the Delete button and confirm the final deletion.


With the configured provider we are ready to create a Heynow campaign. For this we go to Administrator/Campaigns/Heynow.

Once inside we will see a screen like the following:


Basic configuration

A name is defined for the campaign to identificate them.


titleAdvanced Configuration

These parameters already have a default value for the proper functioning of the campaign.

To see more about its function visit Important concepts - Omnichannel

Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

These metrics to campaign statistics in real time, they are measured in time (seconds) .

Canned Responses
The campaign can have pre written answers for your SMS interactions, this facilitates and speeds up the communication between agent-client.

The system can have a non working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used. 

Add Member

In order to add or delete agents from a campaign, the user must go to Members on the top left corner.



Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.



Here we explain how the agent works with HeyNow


In the upper right the agent will see a notification in the heynow icon, this will indicate that he has an interaction to attend, when clicking on it a box like the following will be displayed:

This will indicate to the agent, the hey number from which the interaction comes, the campaign through which he is entering and the time he has been waiting.

Once the agent decides to take the interaction simply click on it and go to the inbox with the open interaction:

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At the top of the conversation, appear:

  • Name of the Heynow campaign

  • Heynow id from which interactions are received

  • And Interaction Identifier

titleActions over interactions

Next to the box where the agent will respond to the client, it contains certain icons that allow us to access the following options:

  • With the first one, a list with emojis will be displayed for use in the messages.

  • The following contains the canned responses. They will be inserted automatically once the user has selected it.

  • The last button will send the message that the Agent is writing.

  • In the upper right corner the Agent will find a three-point icon, with which the previous messages of the client can be displayed. Only appears if the client have previous messages sent.




This is where the Supervisor can control how the campaign works, agent information, number of interactions, service level, etc.


titleActions with agents

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

The supervisor can visualize in real time the messages exchanged between agent-client.

Monitor screen
Allows you to view the agent screen in real time, to see this button the option to monitor screen must be enabled in Configuration - Agents.

Displays a window with all the agent information.

The supervisor will pause the agent status.

Chat with agent
It gives us the possibility to send a message to an agent.

Disconnect agent
Supervisor can log out the agent's account.. The agent must enter his username and password again to be able to enter and continue working.


In this section, the supervisor will see every chat interaction maded through heynow.


titleSearch records
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Parameters for filtering

  • Start date
    Start Date Search heynow recordings.

  • Final date
    End of recordings that we get from the search.

  • Heynow
    Number of heynow from which the interaction was received and we want to find

  • Subject
    From the heynow interaction we want to find.

  • Campaign
    Select the heynow campaigns available on the list.

  • Agent : Select the agents who attended the interaction.

After selecting the filters, press the "Search" button, the results will be displayed in the table below:


  • Date
    date and time at which the interaction was generated.

  • Heynow
    Number of heynow from which the interaction was received.

  • Campaign
    Campaign through which the interaction entered.

  • Agent
    Agent that attended the interaction.

  • Address
    Indicates what type the interaction is, these can be Incoming or Outgoing

  • State