What Hyzl knows
Knowledge means the saved facts that Hyzl can use in texts and calls. Add facts in these four areas:Earlier conversations
AI replies and calls receive recent texts and saved call history for that person in your app. Call history includes up to ten completed calls with a saved summary or transcript. Long transcripts are shortened, so this is recent context rather than a complete memory of every conversation. Your saved knowledge remains the source for product facts. Scheduled Flow texts use the templates you wrote; earlier conversations do not rewrite them.Draft knowledge from your website
- Enter a public
https://address under Your website. - Select Fill it in from my website.
- Wait for Hyzl to draft the four knowledge areas.
- Review every fact and price.
- Select Save changes.
Preview Hyzl
Select Preview Hyzl to try a private chat as a person named Maya. Choose Sales for a person before purchase. Choose Account for a person after purchase. The preview:- It costs nothing.
- It sends no text or call.
- It stays out of Inbox.
- It uses saved knowledge, not unsaved edits.
- It answers a request to stop the way a real conversation does. See Opt-out.
Opening conversations in Auto mode
With Auto mode on, Hyzl tests five ways to open a conversation. Each new person gets one of them at random and keeps it. In four of them the rep uses a different name, Maya, Alex, Olivia or Tess, and every text and call to that person uses the same name. Those four send the same short first text, with one question. When your paywall event’sdetail names the person’s trip, the text names the trip they looked at in your app and offers to see what their points could do for it. When it names no trip, the text asks which trip they hoped to use points for. When your server sends the person’s search with the paywall event, the first text gives them its best economy result instead: the points and the date, and the taxes when your app sends them, as your app found them. Hyzl switches this on for all apps at once. That first text has no link.
When the person replies, the rep answers and asks one question at a time. It never asks for what the paywall event already said, such as the cabin or the month of the trip. It sends the link when the person asks for the price, asks how to buy, or asks for the link. Until then it helps them with their trip, and it gives them the results of their search whenever they ask. When they ask about something only your paid plan does, such as premium cabins or alerts, it says so in its answer. When it answers a question that is not about the price, the link or how to buy, Hyzl leaves out any pitch for your plan, or offer of the link, that follows the answer. The one exception is a person who searched business, first class or premium economy: the sentence that says those seats are in your paid plan stays, because it answers them. If nobody replies, the next two follow-ups ask a new question instead of sending the link. The fifth way is Ava, sending the link from the first text as before, so the other four can be compared with it.
If your app can run a search for Hyzl, the rep asks it to when a person arrives without one, with the person’s own cards, at no cost to them. Your app sends the result back the way it sends every search, and the rep’s next text delivers it. When a person texts a route, dates or a cabin, or asks the rep to check, the rep’s reply asks your app too and tells them it will text what your app finds, and the result follows a few minutes later. The rep reads a date without a year, such as May 13th or the 4th of July weekend, as the next one, and does not ask them which year. This works after their first search too: when they name new dates, another route or another cabin, the rep asks your app for that trip. Each person gets up to three searches, one at a time, and never the same trip twice. When a person’s search finds no seats, or only seats that cost a lot of points, the rep tells them that award prices swing a lot by date and offers to have your app search a few days either side. The rep never searches on its own, and it never says that it did. Ask us to set this up; it needs an address and a key on your side.
While the facts-versus-value test runs, half of new people hear about their own search and half get a first text that sells the year with your link and your first-year price exactly as you wrote it, and no result. The test is off unless we switch it on for you, and people already in the funnel are not moved.
While the link test runs, the people who get a question first are split in two. In one half, a person who has not replied after two texts gets your link in their next text, the last one before Hyzl waits for a reply. Hyzl writes that text the same way every time. It starts with them: the cheapest economy fare their search found, or the destination of their trip, or their first name. Then it names your lead plan and its price exactly as you wrote them, and ends with the link. For example: “Theo, still planning your trip to Tokyo? Here’s your link for Pro, yearly ($49.99 for the first year, then $99.99 a year)”, followed by the link. If your Common questions say that people can cancel at any time, the text also says “You can cancel any time.” before the link. It never mentions a percent off. In Inbox, it shows “Why Hyzl sent this: Second follow-up with their link (link arm)”. The other half get no link until they reply, as before. The test is off unless we switch it on for you, and people already in the funnel are not moved.
If a person does not reply to three texts in a row, Auto mode stops texting them until they reply.
Auto mode texts a person only from 9:00 AM to 8:00 PM in their own timezone. If their area code covers more than one timezone, it must be 9:00 AM to 8:00 PM in every one. One text is the exception: the result of a search the person asked for. If they texted in the last hour, it goes out a few minutes after they asked, whatever the time, because they are waiting for it. Hyzl sends that text once. The rep still answers every text they send, but apart from that result, Auto mode sends nothing of its own until a day after their last text.
In Inbox you will see these names in first texts, and replies that ask questions before they send a link. People who arrived before this change keep hearing from Ava. The opening texts are written for travel booked with points.
When someone asks whether your app is free, the rep answers from Common questions and Plans and prices. Write down any free option, such as a waiting period or an invite that unlocks it, so the rep can answer truthfully.
What Hyzl talks about
In texts and calls, Hyzl helps only with your app, the person’s trip, points and booking with points, and their account with your app. It politely declines anything else in one short sentence and steers back to their trip. That includes writing computer code, homework, questions about how Hyzl is set up, and requests to visit websites. Hyzl never sends code. If a text reply would contain code, or a web address that is not about the person’s own link, Hyzl sends this instead: “I’m Ava, your app’s AI rep, so I can only help with your app and your trip. What would you like to know about your search?” It uses your app’s name and the rep’s name. The conversation then gets the Hyzl didn’t know flag in Inbox. In Auto mode, a text or voicemail that would contain code is not sent. Auto mode decides again later. In text replies and Auto mode texts, the rep no longer opens with a stock phrase such as “Got it”, “Totally fair” or “Thanks for letting me know”, or repeats a sentence it already sent to that person. It keeps the phrase only when it answers what the person asked. It does not bring up a plan, a price or the link after the person says no, unless they ask. If an Auto mode text has nothing new left, it is not sent, and Auto mode decides again later. A text reply is at most two short sentences, and the answer comes first. If the rep writes more, Hyzl asks it once to write the reply again. If it is still too long, Hyzl sends the first two sentences, or swaps in a later one that has the person’s link or a fare. The board of fares from a person’s search is the one longer text. Auto mode writes its own texts the same way: one to three plain sentences, never a labelled list. A person’s price can change, for example when a new paywall event brings new plans. The rep then quotes the current price plainly, and never says that an earlier price was wrong. An Auto mode text that apologises for a price, or calls an earlier one wrong, is not sent. Auto mode writes it once more, and if the new text does the same, it decides again later. Hyzl also cuts the habits that make a text read as written by AI, in replies and in Auto mode texts. A staged run-up such as “Here’s the thing”, a closing line such as “That’s the real win”, a sign-off such as “I hope this helps”, and a first sentence that only repeats the person’s own message are left out. A long dash becomes a comma. When a reply leans on a “not this, but that” contrast, stock words such as “seamless”, or a list of three, Hyzl asks the rep once to write it plainly.When a person needs your team
Some requests need a person at your company, such as a refund, a billing change, or an account change. Hyzl cannot do these. It says so plainly and tells the person how to reach your support. It never says that it passed the question on or that someone will follow up. Hyzl looks for your support details in what it knows about your app:- A support email next to words about billing, refunds, an account, or support. In a text, Hyzl writes the address. On a call, Hyzl says it aloud.
- If there is no email, a sentence in Common questions or About your app that says how to contact you, such as “Contact us from the Help tab in the app.”
- If there is neither, Hyzl tells the person they can reach support through your app.
Voice and calls
Choose the voice that people hear on calls. Eve is the default voice. Play a sample before you save a choice. The speed choices are:
A saved custom speed can range from 0.7× through 1.5×. Choose a preset to change it.
A voice sample uses the speed selected on the page when possible.
You can request 30 new voice samples per app each hour.
New calls use your saved voice and speed. Save an unsaved choice before you call your app’s number.
Incoming calls
If calls are ready, an incoming caller talks to Hyzl with your saved knowledge. Review readiness on Your number. If live voice is unavailable or ends, the caller hears the Fallback call greeting. This greeting uses a standard voice and can contain 300 characters. Add Forward to a human if someone must receive the call after the greeting. Enter the country code, then the number, with a leading+.
If a caller asks for a person and you have not added Forward to a human, Hyzl tells them how to reach your support. It never promises a callback.
If you leave the forwarding number blank, the call ends after the greeting.
Offer
An offer is a discount or special price that Hyzl can mention after a person raises a price concern. Choose one offer type:
For a special price, Applies to and For how long can each contain 60 characters.
Hyzl never uses the offer in the opening text. It can use the offer only after a person raises a price concern.
Your checkout link must honor the offer. Hyzl describes the offer, but it does not create a coupon or change your price.
A person has one offer at a time: the last one they were texted. When a campaign text gives someone a limited-time price, Hyzl quotes only that price and its link until the deadline, then goes back to the offer they had before. A campaign price goes only to lost people, never to anyone who reached your paywall or talked with Hyzl in the last 30 days.
On request, the Hyzl team can set up a call wave, a set of calls with one offer and one script, where that offer is the only one Hyzl mentions and, once Hyzl texts its link, later replies quote it for 30 days. If someone texts back within two days of a wave call, Ava’s reply knows about the call and offers to text them that offer’s link.
Coaching notes
A coaching note is saved guidance for future calls. For example, tell Hyzl to ask about a concern before it suggests a plan. You can save up to 20 notes. Each note can contain 300 characters. Hyzl uses saved notes on every call. An unsaved edit does not replace the saved version.Call me as a customer
Select Call me as a customer to test a complete conversation on your own phone. Enter a United States or Canada number with 10 digits or with+1. Spaces, parentheses and dashes are accepted. You can also add these details:
- Add a first name with up to 40 characters.
- Add a pretend situation with up to 1,000 characters.
If a test call does not start
Use this table to resolve common errors:
If you close the test drawer, the active call continues. End the call on your phone.
If Hyzl settings do not save
Read the message beside Save changes. Check these common causes:- Enter the forwarding number with a
+, country code, and digits only. - Keep every coaching note nonblank and within 300 characters.
- Enter a percentage offer from 1 through 90.
- Enter a special price with no more than two decimal places.
- Enter a three-letter currency code, such as
USD.