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 (see How do I find my brand subdomain? below)
A Re:amaze API token
Setup
Step 1: Get Your API Token
In Re:amaze, go to Settings > Developer
Under API Token, copy your token
Step 2: Connect Re:amaze in Alhena
In Alhena, go to Settings > Integrations
Find Re:amaze and click Enable
Click Configure Settings
Enter your Re:amaze brand subdomain, login email, and API token
Click Connect
If your Re:amaze account has multiple brands, enter the domain for the brand whose channels you want to use. The available channels in the next step are determined by the brand you connect with.
Step 3: Select a Default Channel
Once connected, a Default Channel dropdown appears. Select which Re:amaze channel new conversations from the chat widget will be created in.
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:
In Re:amaze, go to Settings > Workflows
Create a new workflow with the following conditions:
When: Any message arrives
If: Message channel is Support > Email
Then: Assign to Alhena AI Agent
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:
In Re:amaze, go to Settings > Workflows
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
FAQs
How do I find my brand subdomain?
If your Re:amaze account has only one brand, use the domain you normally access Re:amaze with (e.g., your-domain.reamaze.com).
If your account has multiple brands, you need the subdomain for the specific brand you want to connect:
In Re:amaze, go to Settings > Account > Brands
Click the brand you want to connect
The brand subdomain is shown in the URL. For example, in
https://your-main-domain.reamaze.com/admin/brands/your-brand-subdomain/edit, the subdomain isyour-brand-subdomain(the segment before/edit)
Can I use Re:amaze for multiple bot profiles?
Yes. Each Re:amaze brand can be connected to a different Alhena AI profile. If you need to route multiple email addresses within the same brand to different Alhena AI profiles, contact support for assistance.
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