Searching the Knowledge Base

In this guide we will cover: – How to Search for Articles – Which Elements of the Article are Checked as part of a Search? – Improve Search Using Meta Words  – Search using Article IDs – Force an FAQ list to be Chosen before Returning Articles in the Search Related Guides: Searching Entities How […]

AI Abilities

In this guide we will cover: – What are AI Abilities? – Creating AI Abilities  – AI Abilities in Virtual Agents  – AI Abilities in Runbooks Admin Guides: AI Related Guides: Connecting AI to Halo Leveraging AI in Halo Virtual Agents in the Chat Bot Custom Integrations/Runbooks Note: If you are looking for information on […]

Start to Finish: Organisation Structure

In this guide we will cover: – Creating Organisation(s) – Creating Departments – Creating and assign Teams – Creating Agents – Creating and assigning Roles Admin Guides: Organisation Details Related Guides: Departments Organisations Roles Teams What is an Organisation? An Organisation represents your business, and stores key details such as the name and address. It […]

Using Apidog

In this guide we will cover: – Navigating Apidog – Uploading Test Data (CSV) – Creating a Test Scenario – Authorising the Request – Linking Dynamic Values to Test Data – Running the Request Related Guides: Setting up an API Agent Using Postman Apidog is a tool which can be used to make direct API […]

Active Directory Integration (LDAP)

In this guide we will cover: – Setting Up A New Connection The Details Tab Field Mappings Agent/User Mappings CAB Mappings New User Onboarding Imports – Running the Sync – Helpful Information Fields Child Domains Halo's integration with Active Directory (AD) allows you to configure an LDAP connection for syncing Agents and Users from AD into […]

Allow Users to Update their own Details from the Portal

In this guide we will cover: – Allow Users to Update system User fields – Allow Users to Update Custom Fields – Editing Fields in the Portal   From v2.228+ you can allow users to update their own user details from the self service portal. Making it easier for users to keep their details up […]

Zapier Integration

In this guide we will cover: – What is the Zapier Integration? – Enabling the module  – Configuring Zapier  What is the Zapier Integration? Zapier is a platform that connects with different apps in order to automate processes and workflows. The Zapier Integration allows you trigger an action in another application based on an event […]

Intermedia Contact Centre Integration

In this guide we will cover: – What is the Intermedia Contact Centre Integration? – Obtain Connection Details – Create Webhook in Intermedia – Enable Intermedia for each Agent – Integration settings – User Matching – Tracking Calls What is the Intermedia Contact Centre Integration? The Intermedia Contact Centre Integration allows you to manage and […]

Triggering Mail Campaigns From Opportunities

This guide will cover: – Automatically Adding Opportunity Contacts to Distribution Lists – Triggering A Mail Campaign From An Opportunity Setting The End Of A Mail Campaign To Update The Relevant Opportunity With the dynamic members list functionality within distribution lists, you are able to have users and prospects added and removed from your distribution […]

AI Functionalities Available When Using Own Connection vs Default Connection

If you would like more information on any of the AI functionalities listed in the matrix below, please see the following article that lists all AI guides and their contents: Contents of AI Guides Functionality Default Halo Connection Own Connection Indexing (& control of indexing via ticket rules) ✓ ✓ Built-in Insights (& customisation within […]