A call center is judged by what happens around the call as much as by the call itself: how the call was classified, what was written down, how quickly the agent was ready for the next one, and whether a promise made to a customer was kept. HellouOne's latest release, live in production as of November 4, 2026, focuses on exactly that for call center agents and supervisors.
It builds on the Hellou Connect Contact Center, where voice, WhatsApp and SMS arrive in one place and supervisors can follow calls in real time. This release adds inbound campaigns, editable call outcome lists, call forms and after-call wrap-up, along with accessibility fixes and a fix that makes sure booked callbacks are not lost.
What is new
Inbound campaigns. HellouOne now supports inbound campaigns, so campaigns are no longer only about the calls you place.
Editable call outcome lists. The list of outcomes used to classify a call can be edited.
Call forms. Agents get forms for their calls, so the details your team needs are recorded the same way every time.
After-call wrap-up. Agents get a wrap-up step after the call.
Outcome names in your language. Default call outcome names show in the language of the person viewing them.
Callbacks that are kept. Booked callbacks are kept and dialled even after a campaign completes.
Accessibility fixes across these features.
Outcomes that read in your language
Every call ends somewhere: answered, no answer, call back later, not interested. Having a clean outcome on each call is what turns a pile of calls into numbers a supervisor can trust. Because the outcome list is now editable, your team can shape it to the way it already talks about calls.
The default outcome names now show in the language of the person viewing them. A supervisor reading HellouOne in Spanish and a colleague reading it in English look at the same outcomes, each in their own language, which removes a small but constant source of confusion in bilingual teams.
Booked callbacks are not lost
Few things damage trust faster than a callback that never comes. A customer is told that someone will call at four, the agent books it, and then the campaign completes before four. In HellouOne, booked callbacks are now kept and dialled even after a campaign completes, so promised callbacks are not lost.
For agents, that means a booked callback is a promise the system keeps. For supervisors, it means closing a campaign no longer puts pending callbacks at risk.
Forms and wrap-up for a clean ending to every call
Outcomes, call forms and wrap-up work together to give each call a clean ending: how it went, the details that matter and a moment to write them down before the next call. The live board already shows agents who are wrapping up, so supervisors can see who is finishing a call and who is free.
Accessibility fixes
This release also includes accessibility fixes. Call center screens are used for hours at a time, and small improvements in how they work add up across every agent and every shift.
How this works with HellouOne
If your plan includes telephony, the HellouOne dialer, your agents make and take calls from the same dashboard where they chat. The account gains the Call history and the Call center board, both opened from the phone icon in the side rail. Call history records each call with its date, contact, agent extension, direction, status and duration, and the recording when your phone system records it. The board shows calls waiting, available agents, active calls and agents wrapping up. All of this is described in the help center article on call history and the live board.
Telephony is switched on by the HellouOne team when you buy a plan with voice, so write to us from Settings → Billing → Chat with us if you do not see these pages. Reports → Calls summarizes the period with answered and missed calls, average duration and a breakdown per agent. For more on the call views, see call history and the live call center panel.
Inbound calls can also be answered by an AI voice agent on a number set up for you, which transfers the call to your team when a person should take it. Agents and supervisors then work from the same call history.
