Support for agencies and groups
One desk. Every brand. Real people.
Run support for every client or business you own from one account. Each brand keeps its own name, help centre, chat and email.
01 — Many brands, one account
Your clients never share a desk. Your team never leaves it.
An agency runs every client from one account. A group runs every business it owns. Each brand gets its own inbox, help centre, chat widget and email sender.
- aEach brand wears its own clothes.Name, logo, colours and fonts. A help centre with its own look. A chat widget in its colour. Email that goes out as that brand.
- bSet it once, override per brand.Branding inherits downwards: the organisation's defaults become every brand's starting point.
- cGive a client's staff their own login.Members see all brands, or only the brands you choose. A client's team sees their brand and nothing else.
- dYour own domains.Help centres live on each brand's own domain. The chat widget goes on any site with one script tag.
02 — Shared inbox
Email, chat and help-centre messages. One queue.
Every conversation from every brand lands in one inbox. Narrow it to one brand, one view or one contact option in a click.
An illustration of the HelpOne inbox with example data: views on the left, a list of conversations, an open conversation about a dental appointment with a reply being typed from a saved reply, and a customer panel showing the customer is verified, with their approximate location, local time and device.
- aViews that match how teams work.Mine, Unassigned, All open, Overdue, Waiting on customer, Snoozed, Resolved, Spam.
- bReply, note, assign, resolve.Internal notes stay internal. Saved replies drop in with a click. Resolving can ask the customer to rate the help.
- cKnow who you are talking to.Approximate location, local time and device for every visitor. The IP address is never shown to agents.
03 — Live chat
A widget that wears each brand.
One script tag per site. The widget takes the brand's colour, greeting and contact options, and talks to the inbox live, both ways.
- Routes to the right team.Contact options such as Support, Sales or Billing. Each can notify its own people and assign to one person.
- Live, both ways.Typing shows on both sides. Agents see when the visitor is still in the chat.
- Nothing lost.A reply the visitor didn't see is emailed to them, and their answer threads back into the chat.
- Answers from your articles.With the AI assistant on, it answers from the brand's published articles with sources, says it is an AI, and hands over to a person when asked or unsure.
- Respectful by default.Nothing is stored in the visitor's browser until they start a chat.
An illustration of the chat widget on a brand's website: it asks who the visitor would like to talk to, the visitor asks about moving an appointment, the AI assistant answers from a help article with a source, and offers to hand over to a person.
04 — Help centres
On the brand's own domain. In the brand's own clothes.
Articles, collections and search that highlights the matching passage. A contact form that suggests articles before it opens a ticket. All under the brand's header and footer.
An illustration of a brand's help centre on its own domain: a search box where "reschedule" is typed and three matching articles appear with the matching words highlighted, four collections, and a "Still need help?" row with Contact us and Ask.
Your domain, three steps.
- 1Add
help.yourbrand.comin the brand's settings. - 2Create the TXT record and the CNAME HelpOne shows you.
- 3HelpOne checks, issues the certificate and goes live. Links and brand emails switch to the new address.
- aTheme per brand.Colours, fonts, corners, header links and footer columns. Colours are contrast-checked, so text stays readable.
- bArticles that read well.Reading time, "In this article", callouts, numbered steps, "Was this helpful?" and related articles.
- cAsk, with sources.When the brand's AI assistant is on, visitors get an answer written from the published articles, with numbered sources.
05 — Signed-in customers
Tickets arrive verified.
When a customer is signed in to your product, their ticket arrives linked to their account. No "what's your email?", no identity checks, no guessing.
-
Step 1
Signed in to the brand's product
Accountpriya@customer.examplePlanFamilyA short, documented integration on the brand's side tells the help centre who is asking.
-
Step 2
Writes from the help centre
NamePriya N.Emailpriya@customer.exampleSubjectMove my appointmentSendThe form is prefilled and trusted. The customer just writes.
-
Step 3
Lands in the inbox, verified
#4812VerifiedAccountLinkedPrevious2 conversationsAgents see a verified badge, the customer's record and their history.
06 — The rest of the desk
Small things, done properly.
Answers from your articles. Hands over to a person.
- Answers only from the brand's published articles, with links.
- Says it is an AI.
- Hands over for billing, refunds, account deletion, security and legal, when asked, and when unsure.
- A daily spending cap per brand. Off until you switch it on.
Four roles. Brand-level access.
Every change, on the record.
- brand.createdPeak Fitness
- member.invitedagent, 2 brands
- help_domain.addedhelp.peakfit.example
Ticket received. Reply. Resolved. Rate us.
Each email in the brand's look, with a preview from its newest ticket.
Say it once.
Shared across brands or kept to one. Inserted with a click, edited before sending.
Installable. Dark mode. No sideways scroll.
Bottom tabs on phones. Notifications you can switch off.
Erase a customer's data in one action.
Pasted secrets are redacted before they are stored. UK company, UK GDPR.
Open. Unassigned. Overdue. Waiting.
A live dashboard from your queues, per brand, with a "finish setting up" list for each.
07 — People
Software for the people who answer.
Support is still a human job. HelpOne keeps the person in the loop: the AI assistant answers from your words and hands over the moment it should.
Let's talk
Running an agency or a group of businesses? Let's talk.
Tell us a little about the brands you look after. We'll come back to you to talk it through. Not a pricing page or a trial button: a conversation.