Hydra Support

Getting Started with Hydra

Learn what Hydra is, how to set up your account, and take your first steps with the platform.

Your profile — display name, photo, and signing out

Set your name and upload a profile photo so customers and teammates see a real person on your replies. Sign out from the same menu.

Widget & Customer Portal

Embed the chat widget on your website and set up the customer self-service portal.

Sharing your Help Center publicly

Hydra hosts each Help Center as a public, branded page you can link to from your website.

Inbox & Conversations

Manage live customer conversations, use channels, assign agents, and escalate to tickets.

Tickets

Create and manage support tickets, add internal notes, reply to customers, and use custom fields.

Knowledge Base

Add content to your bot's knowledge base so it can answer customer questions accurately.

File attachments

Send and receive files in the inbox, over email, and through the widget.

Canned responses

Save reply snippets your team can drop into the composer with a "/" trigger. Variables like {{contact.first_name}} fill in automatically.

Notifications

Stay on top of @mentions and other workspace activity with the in-app bell and email alerts. Choose what reaches you in Settings → Notifications.

Importing and exporting data

Bulk-import leads, contacts, and accounts from a CSV. Export filtered list views for spreadsheets or other tools.

CRM — Leads, Contacts, Accounts, Opportunities

Hydra's CRM tracks four object types — Leads, Contacts, Accounts, and Opportunities. This article explains how they relate and how to manage each one.

Flows & Automation

Build automated workflows triggered by platform events. Design with AI, test in sandbox, deploy to production.

Trigger flows from visitor events

Build flows that fire when a visitor calls hydra.track() or hydra.identify() from a tracking-enabled widget — with filters on event name and properties, and template tokens for everything the call carried.

Marketing — Lead Discovery

Find prospects who already use a competing support tool, score them for fit, and stage them for outreach. Free data sourcing with no third-party subscription required.

Marketing — Outreach

The hub for cold-outbound marketing in Hydra. Review prospects discovered by the lead-gen pipeline, build email campaigns, and watch replies promote into your real CRM.

Mini-Apps

Build custom dashboard views by describing what you want to see. Publish them to your sidebar.

Analytics

Monitor support performance, bot resolution rates, response times, and flow activity.

AI Deflection dashboard

Measure what your bots are actually doing — how many conversations they resolve without a human, how often they hand off, why they hand off, and how many turns each conversation takes.

Site Activity tracking

An opt-in, per-widget data layer that records pageviews, custom events, and visitor identity from your site so you can see what visitors did before (and after) they ever talked to you.

Site Activity dashboard

The admin dashboard that reads from your tracking-enabled widgets — pageview trends, top URLs, custom events, and a high-intent anonymous-visitor cohort, scoped per widget and per time window.

Email Channels

Receive and reply to customer emails directly from the Inbox. One email address per channel for both inbound and outbound, header-based threading, custom From name / signature.

Team — Members, Roles & Channels

Invite teammates, set their role, and route conversations through channels.

Settings

Overview of every Settings tile and where to find the dedicated article for each one.

API & Integrations

Overview of Hydra's API surface — REST, MCP, and webhooks — and where to go for the deep guide on each one.

Bots — Persona, Behaviors, and Directives

Every widget and channel bot has three configuration layers — persona (voice), behaviors (goals it pursues in chat), and directives (deterministic actions). Here's what each does and when to use which.

Custom email domains

Send and receive support email at your own domain (e.g. support@yourcompany.com) instead of the shared @hydra-help.com fallback.

Two-factor authentication

Protect your Hydra account with a TOTP authenticator app, and optionally require 2FA for your whole workspace.

Privacy and PII redaction

Optionally strip emails, phone numbers, and card-shaped strings from prompts sent to Claude. Stored messages in your inbox stay intact.

Audit log

See who did what in your workspace — invites, role changes, channel edits, API key actions, and policy changes.

Business hours and holidays

Set your team's weekly schedule and holidays so SLA timers and auto-replies know when you're reachable.

Billing, trials, and subscriptions

How the 14-day Hydra trial works, how to update your card, switch plans, cancel — and how bot-conversation quotas and overage charges work on each plan.

SLAs (response and resolution targets)

Configure first-response and resolution targets for conversations and tickets, with optional pausing outside business hours and breach notifications when targets slip.

Data export

Download every contact and conversation in your workspace, or export a single contact's data for a GDPR subject-access request.

Site Activity privacy controls

Per-widget tracking toggle, retention window, and the public REST endpoints that let you fulfill visitor "right to know" and "right to delete" requests under GDPR and CCPA.

CSAT post-resolution survey

Send a one-question 1-to-5 satisfaction survey when a conversation is resolved. Customers can submit via email link or inline in the widget; ratings flow into reports per channel and per bot.

Bot visitor context

An opt-in, per-widget toggle that injects an identified visitor's recent site activity into the bot's system prompt and into handoff emails when a conversation escalates.

API Keys

Create tenant-scoped API keys for MCP clients, workflow tools, and external integrations.

Connect Claude Desktop

Operate your Hydra workspace from Claude Desktop and other MCP clients with a 30-second setup.

Ideal customer profile (ICP)

The structured "who you sell to" record that drives lead-gen sourcing, prospect scoring, and the Sonnet classifier's view of your business. Auto-derived from your onboarding answers; fully editable in Company Profile.

Saved views & bulk actions

Save your favorite filter combinations on Leads, Contacts, Accounts, and Tickets — keep them private or share with the whole team. Then act on multiple rows at once with bulk actions.

Public REST API

Versioned read/write endpoints for leads, contacts, accounts, conversations, and tickets — bearer-authed, rate-limited, ready for Zapier / n8n / custom integrations.

Webhooks

Subscribe an HTTPS endpoint to Hydra events for real-time syncing with Zapier, n8n, or your own automation.