Welcome to oHallo
oHallo is an autonomous customer care platform built for B2B companies. It handles inbound customer inquiries across email, chat, WhatsApp, and voice — using AI agents that understand your products, follow your business rules, and escalate to humans when needed.
Key concepts
Section titled “Key concepts”Before diving in, here are the core ideas behind oHallo:
Workspace — Your operational environment. A workspace belongs to a brand, operates in a specific country and language, and contains all your conversations, contacts, and settings. Most companies start with one workspace and add more as they expand to new regions.
Channels — The communication paths your customers use to reach you. oHallo supports email, live chat (via an embeddable widget), WhatsApp, and voice. Each channel is connected to a workspace.
Knowledge Base — The information your AI uses to answer questions. You add articles (Q&A pairs) about your products, services, and processes. The AI references these when drafting replies to customers.
Policies — The business rules your AI must follow. Policies define constraints like “quotes over EUR 5,000 require human approval” or “always require an RMA number before processing a return.” The AI checks applicable policies before responding.
Agents — The AI workers that process conversations. oHallo includes system agents (orchestration, message drafting, reply validation, learning extraction) and lets you create custom specialist agents for domain-specific tasks like order lookup or returns processing.
MCP Hub — The integration layer. MCP (Model Context Protocol) servers connect oHallo to your business systems — ERP, CRM, order management, product catalog. The AI calls these tools to look up orders, check inventory, or create quotes.
Learning Loop — The feedback mechanism. When conversations are resolved, oHallo analyses them and proposes new knowledge base articles or policy rules. A human reviews and approves these proposals, so the AI continuously improves.
How it works
Section titled “How it works”When a customer sends a message:
- oHallo receives the message through the appropriate channel
- The orchestrator analyses the message, classifies the intent, and determines which specialist agents to involve
- Specialist agents gather information from your business systems via MCP
- A message agent drafts a reply using your knowledge base and policies
- A validation agent checks the reply for accuracy
- The approved reply is sent back to the customer
If the AI cannot handle a request confidently, it flags the conversation for human attention. A human agent can take over at any point, and the AI resumes when released.