Re:amaze

Integrate Alhena with your Re:amaze helpdesk to respond to website chat and email, with seamless handoff to human agents when needed.

Prerequisites

• A Re:amaze account with admin access

• Your Re:amaze brand subdomain (e.g., acme for acme.reamaze.io)

• A Re:amaze API token

Setup

Step 1: Get Your API Token

1. In Re:amaze, go to Settings > Developer

2. Under API Token, copy your token

Step 2: Connect Re:amaze in Alhena

1. In Alhena, go to Settings > Integrations

2. Find Re:amaze and click Enable

3. Click Configure Settings

4. Enter your Re:amaze brand subdomain, login email, and API token

5. Click Connect

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Channels

Re:amaze supports two channels for Alhena: website chat and email. You can enable each channel independently from the integration settings page.

Website Chat

Enable the Chat Widget toggle to route conversations from the Alhena chat widget into Re:amaze. Alhena provides a website chat widget via the Website SDK. When a human agent is needed, conversations sync to Re:amaze where human agents can reply.

Email

Enable the Email toggle to have Alhena respond to email conversations in Re:amaze. When email is enabled, Alhena creates a bot staff member in your Re:amaze account and responds to open conversations assigned to it.

Once Alhena answers a conversation, it closes it. Re:amaze automatically reopens conversations when a customer replies, and Alhena will respond again.

Setting Up a Workflow

To have Alhena automatically handle incoming email conversations, create a workflow in Re:amaze to assign new emails to the Alhena AI Agent:

1. In Re:amaze, go to Settings > Workflows

2. Create a new workflow with the following conditions:

   • When: Any message arrives

   • If: Message channel is Support > Email

   • And if: Customer message count is 1

   • Then: Assign to Alhena AI Agent

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Human Transfer

Alhena transfers the conversation to a human agent when:

• The customer asks for a human agent (e.g., "I want to talk to a person")

• The bot cannot find an answer in its knowledge base

• A custom rule in your answering guidelines is triggered

On human transfer, Alhena reopens the conversation and assigns it to a designated staff member. You can configure the escalation staff member in the integration settings.

Human agents can also manually respond to conversations, and the bot will stop responding.

For the complete list of human transfer triggers, see Human Transfer Triggers.

Assigning Escalated Conversations

When Alhena escalates a conversation, it tags it with human_escalated. You can create a workflow in Re:amaze to automatically assign these conversations to a specific group:

1. In Re:amaze, go to Settings > Workflows

2. Create a new workflow with the following conditions:

   • When: A staff user leaves a note

   • If: Conversation tags contains human_escalated

   • Then: Assign conversation to your chosen group

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FAQs

Can I use Re:amaze for multiple bot profiles?

Contact the Alhena team to set up routing for multiple bot profiles within the same Re:amaze account.