Halo unifies telephony, the full Meta suite (WhatsApp, Instagram, and Messenger), and ticket management in a single agent screen. Smart queues, order taking, live supervision, quality assurance, and executive reporting — built for mission-critical operations where every conversation counts.
A real walkthrough of the supervision panel: today's KPIs, every agent's status, queues by department, and ticket management — all updating in real time over WebSockets, with no page refresh.
Every module is designed around the ticket as its backbone: calls, conversations, and orders always stay connected to a case, with full history and traceability.
WebRTC softphone with nothing to install: IVR queues, hold music, overflow, transfers, hold, call recording, and agent states (available, break, on call, after-call work).
Direct integration with the full Meta suite (WhatsApp Business API, Instagram DM, and Messenger): a unified inbox shared across agents, a first-level bot with menus and data capture, approved templates, and outbound campaigns — every channel in the same queue and the same ticket.
Organizational departments with business hours, assignment schemes (round-robin, least busy, manual), automatic transitions, custom customer fields, SLA monitoring with supervisor alerts, and a complete stage workflow.
A form built into the agent screen with phone-based screen-pop, a catalog with prices frozen at confirmation, draft → confirmed → dispatched states, dispatch agencies with capacity control, and CSV export.
A real-time management dashboard: calls in queue, agents by status with activity history, open tickets, SLA, and instant case reassignment.
Supervisors can listen to a live call without being heard, whisper to the agent only (live coaching), barge into the conversation with the customer, or mute the agent — all from the browser.
No abandoned call is ever lost: missed calls feed a callback panel for agents, grouped by number, with attempt counts and wait times.
Interaction scoring with configurable criteria, per-agent summaries, post-interaction satisfaction surveys, and quality metrics by period.
Historical reports by channel, department, and agent: volumes, response times, dispositions, minute-by-minute activity, Excel/CSV export, and an automatic executive report emailed every morning.
Create outbound campaigns from Excel/CSV with background processing, progress tracking, and rate-controlled WhatsApp sends.
Automatic conversation summaries, suggested dispositions, and sentiment analysis when each ticket closes, plus a copilot that drafts replies. Every plan includes a monthly AI operations allowance, expandable in blocks.
A modular monolith with a dedicated satellite process for voice: telephony stays isolated from API deployments, and every piece has a single responsibility. Simple to operate, hard to knock down.
Each process runs in its own container. An API deployment never interrupts a call in progress: voice lives on its own lifecycle.
Telephony is mission-critical: if the system goes down, the operation stops. That's why every layer of Halo is hardened for real production and validated under stress testing: 60 simultaneous calls with 80 connected users and peaks of 500 calls, with zero platform errors.
TLS across all traffic, WebRTC with DTLS-SRTP for voice, and call recordings encrypted at rest. Customer data belongs to the customer.
JWT authentication with short-lived access tokens and refresh tokens rotated on every use — a stolen session expires on its own, and agents never get logged out mid-shift.
Protective middleware that bans scanners, a firewall that exposes only what's needed, and SIP hardened against brute force — toughened by real production experience.
Log rotation across every service — a full disk never takes down the database — plus automatic daily backups with 30-day retention available as an add-on.
If an agent loses connection, their tickets return to the queue automatically and their status shows up in supervision instantly. Nothing is left orphaned.
Over 535 automated tests passing on the business logic, strict typing end to end (Python type hints + TypeScript strict), and versioned schema migrations.
Halo is delivered as a managed service: we deploy it, back it up, and evolve it — your team just focuses on serving customers.
Setup of departments, queues, schedules, templates, and users to match your current operation — with assisted migration and a zero-downtime transition. Included with your annual contract.
No middlemen, no tickets to an external call center: you talk directly to the engineers who build the platform.
Product improvements reach your instance as part of the service. Custom integrations (ERP, courier, internal systems) are quoted separately — included in 24-month Enterprise contracts.
Simple, published pricing — no surprises on your invoice.
Pay only for the seats your operation needs, in the roles you need. Ideal for teams of 5 to 25 seats.
WhatsApp, Instagram, and Messenger in the unified inbox, with templates and tickets.
Browser softphone, IVR queues, recording, screen-pop, and order taking. Text channels included too.
Live dashboard, reassignment, listen/whisper/barge on calls, QA, and full reporting.
Up to 2 admin users to configure departments, queues, templates, catalog, and users. Free, always.
Adjust the numbers to match your operation. No surprises: what you see is what you pay.
From ~25 seats on, your operation demands guarantees the per-seat plan doesn't include. That's why Enterprise is contracted differently: a flat monthly license, sized to your operation.
What a large operation gets in writing, not on a handshake:
One monthly number sized to your operation — and if you grow, it adjusts on its own, no renegotiation.
Nothing gets activated unless you ask for it, and every extra has a published price.
| Add-on | What's included | Price |
|---|---|---|
| Daily backups | Automatic daily backup of all your data with 30-day retention | $19/mo |
| Additional storage | Extra 25 GB blocks for conversations, recordings, and files | $10/mo per block |
| Additional AI block | Raises the monthly allowance of summaries, dispositions, and analysis | $20/mo per block |
| Telephony minutes | SIP trunk with the carrier of your choice, managed by us | Carrier rates + management |
| Initial implementation | Setup of departments, queues, IVR, templates, and team training | Included with your annual contract |
| Custom integrations | Connection to your ERP, courier, or internal systems | Quoted · included in 24-month Enterprise |
And anything missing, we answer over WhatsApp the same day.
Because every customer gets their own managed instance: infrastructure, monitoring, updates, and direct support from engineers. The minimum guarantees that even the smallest team gets the same level of service as a large operation. At 5 or 6 seats, most teams clear the minimum naturally.
An active user with an agent role (text or voice) or a supervisor role. Admin users (up to 2) don't count and aren't billed. You can change your role mix whenever you like; the change shows up on your next invoice.
Yes. Every plan includes a monthly allowance of AI operations: automatic summaries at ticket close, suggested dispositions, sentiment analysis, and QA reviewer assistance. If your operation uses more, you can add AI blocks for $20/mo. Competitors charge for this as a per-agent add-on.
You'll want to move to the Enterprise license: a flat monthly license sized to your operation, with expanded AI and integrations included in 24-month contracts. If your team grows, the license adjusts automatically — no renegotiations, no surprises. Migration is instant: it's the same platform, only your plan changes.
Because it isn't the same product as the per-seat plan. The per-seat plan is self-service with standard support; Enterprise includes response times guaranteed in writing, dedicated infrastructure, an account manager, and custom integrations — and that gets sized to each operation. That's why it's quoted as a flat monthly license: one number that covers your entire operation. Tell us about your case and we'll deliver your proposal the same day.
Yes: the contract is annual (12-month minimum), and in exchange, initial implementation and team training are included at no cost. During the contract you can adjust your seat mix month to month as your operation changes. At the end of the year it renews automatically, or you can cancel with 30 days' notice. Custom integrations are included at no cost in 24-month Enterprise contracts.
In your own instance, with full per-customer isolation, TLS across all traffic, and encrypted recordings. Your data is yours: if you ever leave, we hand all of it back in standard formats.
Let's set up a live Halo demo with your real workflows: your company's departments, queues, numbers, and use cases — and we'll deliver your exact proposal the same day.
Francisco González · fjgonzalez@le-website.com · +503 7931-1403