⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
Atom's New Conversation Inbox centralizes all messages to respond, organize, and follow up from a single place.
What is the new Conversation Inbox?
It is the space where all conversations from your customers arrive, regardless of channel. From here you can:
Read incoming messages.
Reply from the same place.
View the complete customer history.
Know which conversations require immediate attention.
How is the Inbox organized?
The screen is divided into three sections 🆕:
1️⃣ Side panel
From the side panel you can access the different inboxes and views that allow you to organize and prioritize your conversations:
Inbox - "All" Inbox (all active conversations) It is the main inbox. Here all conversations assigned to you are displayed, whether by the bot, other advisors, or through distribution rules. It works as the general entry point for daily conversation management.
Priority inboxes: These are customized spaces that will allow you to group critical or sensitive conversations that require immediate attention. You can use them to highlight urgent cases and ensure you don't lose sight of high-impact interactions.
Custom views: They work similarly to inboxes, but are designed to organize follow-up conversations or cases that do not require constant monitoring. They allow you to apply specific filters (status, channel, tags, among others) to facilitate conversation management at different stages of the service process.
2️⃣ Conversation list
Status: New, Open, Reassigned, Re-entry.
Time indicator clock without response (traffic light).
Source platform (WhatsApp, Facebook, Instagram, etc).
Number of unread messages (Orange bubble).
Call permission (phone icon 📞)
Follow-up classifications (orange color)
3️⃣ Customer information panel
Contact information.
Conversation data.
Button to view conversation source (When they arrive from ads). 🆕
Information fields.
Tags.
💡 Create conversations
One of the first actions you will perform from the Conversation Inbox is to start a conversation.
With the recent update, this flow has become more flexible and powerful: you can now contact both new customers and customers that already exist in Atom, from the same place.
🔍 Intelligent customer search
When you click Create conversation, you will see a field to search by phone number.
The search is in real time.
The system automatically validates whether or not the number already exists in your customer base.
👤 If the customer already exists
When Atom detects that the number belongs to an existing customer:
It is automatically displayed:
Customer name.
Phone number.
Relevant previous information.
You don't need to register them again.
You just need to:
Select the channel number.
Choose the group.
Select the template.
Define the assignment (if applicable).
Send the template.
📌 What you gain with this:
You keep the complete customer history.
You provide continuity to the relationship.
You avoid reprocessing and duplicate records.
🆕 If the customer is new
If the number does not exist in Atom, the system will indicate it clearly and enable customer registration.
In this case you can:
Enter:
First name.
Last name.
Add:
Tags.
Custom information fields (if needed).
Then:
Select channel and group.
Choose the template.
Assign the conversation.
Send the template as first contact.
🧭 How does this impact your daily operation?
This improvement in "Create conversation" allows you to:
Re-contact existing customers without losing context.
Start new conversations in an orderly manner.
Reduce operational errors.
Maintain a clean and well-organized customer database.
Streamline the work of advisors and supervisors.
What is the traffic light and what does it indicate?
It shows chats according to the selected inbox. Includes visual indicators (green, yellow, red, maroon depending on minutes/hours)
🟢 Green color: The conversation has been without a response to the customer for 1-3 minutes.
🟠 Orange color: The conversation has been without a response to the customer for 3 to 10 minutes.
🔴 Red color: The conversation has been without a response to the customer for +10 minutes.
Maroon color: The conversation has been without a response to the customer for more than 24 hours (Expired conversation).
Conversation status:
Indicates at what stage of the flow each chat is:
New: newly entered conversation.
Open: already attended.
Reassigned: changed advisor.
Re-entry: the customer wrote again.
Source platform (WhatsApp, Facebook, etc.).
Read receipt (sent, received, read)
✔ Single check: Indicates that the conversation has already been sent, but has not yet been received by the customer.
✔✔ Double check: Indicates that the conversation has already been received by the customer, but has not yet been read.
✅✅ Double check in light blue: Indicates that the message has been received and has also already been read by the customer.
Classification applied: is the follow-up classification applied to the conversation, and only those will be reflected.
Unread messages (orange bubble).
Pin for key conversations.
Sort and view: By most recent activity, most recent last message, most recent pending response, oldest pending response. Compact view (more space) or regular view (more context), or wide view.
By most recent activity, most recent last message, most recent pending response, oldest pending response.
Compact view (more space) or regular view (more context), or wide view.
🔢 How do conversation counters work now?
Inbox counters now show the total number of conversations, not just unread ones.
Key changes
They reflect the total number of visible conversations.
They have a maximum limit of 50 conversations for performance reasons.
They are available in:
Inbox
Priority inboxes
❌ They are not available in custom views.
📌 This allows you to better gauge the real workload, not just pending read messages.
Master your workflow! 🚀
With the New Conversation Inbox, you have all the tools necessary to prioritize responses, organize your time, and deliver impeccable service without losing the context of your customers. ✅