What is Hellotext?
Hellotext is a decision system for commerce teams. It reads customer and business signals to choose eligible actions and, according to its configuration, acts through messaging channels, routes, AI agents, or the Inbox.
Use it to recover carts, drive repeat purchases, reactivate customers, answer conversations, and measure revenue without building every flow manually.
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Where should I start?
Start in this order:
- Create or review your business.
- Connect the platform where your customer and order data lives.
- Connect the messaging channel you plan to use first.
- Add at least one capture tool.
- Create or review the first audience you will contact.
- Prepare one first playbook, route, or campaign you want to test.
- Invite the team members who will answer replies in the Inbox.
- Review the first results.
Keep reading: Launch checklist.
What should I connect first?
Connect your commerce platform or data source before launching captures, playbooks, routes, or campaigns. That gives Hellotext the customer profiles, products, orders, and signals needed for targeting, personalization, decisions, and attribution.
After that, connect the messaging channel you plan to use first, such as WhatsApp or SMS.
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What are signals?
Signals are customer and business data, activity, and context Hellotext can use to understand what is happening and decide what should happen next.
Examples include carts, browsing activity, purchases, stock changes, birthdays, replies, customer profile properties, and channel eligibility.
Depending on their configuration, playbooks can use signals to decide when to act, which customer needs attention, and what the next step should be.
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What channels can I use?
Hellotext can support several customer messaging channels depending on your account setup, country, and plan.
You can start by preparing WhatsApp or SMS, then add other channels and capture paths as your setup grows.
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What is a customer profile?
A customer profile is the record Hellotext uses to understand a person, their channel eligibility, their activity, and the information your team can use for segmentation and personalization.
A subscriber is a customer profile with a recorded promotional subscription. That status does not guarantee that every destination is reachable: check channel eligibility separately before sending.
Keep reading: Audience and segmentation overview and Consent and subscriber status.
How do customers subscribe?
Customers can subscribe through capture tools such as QR codes, shareable links, forms, and checkout opt-ins.
Choose the capture tool that matches where customers already interact with your brand, then connect it to the right channel and follow-up flow.
Keep reading: Capture tools overview.
What is the difference between a campaign and a playbook?
A campaign is a one-time message to a selected audience. Use campaigns for announcements, promotions, and other focused sends.
A playbook organizes a repeatable business goal, such as recovering carts, driving repeat purchases, reactivating customers, collecting reviews, or handling support. Playbooks include defined-step routes, captures, and autonomous or AI options.
A route follows its configured steps and conditions. An autonomous or AI playbook can adapt the message or next step according to signals and its capabilities. Both remain subject to applicable limits such as consent, quiet hours, frequency, and handoff rules.
Keep reading:
- How Hellotext works: playbooks, campaigns, and Inbox
- Campaigns overview
- Playbooks and automation overview
How should I prepare my first send?
Start small. If you are activating a playbook, confirm its goal, trigger, channel, audience, limits, and handoff rules before turning it on. If you are sending a campaign, create a test audience with your own number and a few teammates, review the message on the real channel, confirm links and replies, then send to a focused customer audience before expanding.
Keep reading: First launch best practices.
What happens when a customer replies?
Replies appear in the Inbox so your team can review, assign, answer, and close conversations.
Use team roles, assignment, and response-time guidance to keep ownership clear.
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How does reporting work?
Reporting depends on the message, link, channel, campaign, playbook, and attribution rules involved.
Use analytics guides to understand campaign performance, tracked links, and attributed revenue.
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How does pricing work?
Your plan determines what is included, how usage is counted, and which billing rules apply. For current plan pricing and SMS rate tables, always check the public Hellotext pricing page.
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Do I also pay Meta for WhatsApp?
Meta separately charges any WhatsApp Business Platform fees that apply to delivered messages under its current rules. You pay those charges directly to Meta; they do not appear on your Hellotext invoice.
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What if a message does not send or a report looks wrong?
Start with the troubleshooting checklist. It helps you narrow the issue to setup, channel eligibility, sending limits, audience rules, tracking, attribution, inbox ownership, or automation behavior.
Keep reading: Troubleshooting checklist.
Do I need a developer?
You can launch many workflows with the standard setup guides. Developer help is useful when you need custom event tracking, API sending, external conversions, webhooks, or a custom integration.
Keep reading: Developers and API overview.
Where can I get help?
If you are not sure which guide applies, start with the troubleshooting checklist or contact Hellotext support with the business name, affected customer profile or campaign, channel, approximate time, and what you expected to happen.