What is the new Conversations Inbox like?
Table of Contents:
What is the new Conversations Inbox?
How is the Inbox organized?
💡Create conversations
🔍 Smart customer search
What is the traffic light and what does it indicate?
🔢 How do conversation counters work now?
IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
The New Atom Conversations Inbox centralizes all messages to respond to, organize, and track from a single location.
What is the new Conversations Inbox?
It is the space where all your customers' conversations arrive, regardless of the channel. From here you can:
Read incoming messages.
Respond from the same place.
See the customer's complete 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 are shown all the conversations that have been assigned to you, either by the bot, by other advisors or through distribution rules. It functions as the general entry point for daily conversation management.
Priority inboxes: These are personalized spaces that will allow you to group critical or sensitive conversations that require immediate attention. You can use them to highlight urgent cases and make sure you don't lose sight of high-impact interactions.
Custom views: They function 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, labels, among others) to facilitate conversation management at different times of the service process.
2️⃣ List of conversations
Status: New, Open, Reassigned, Re-entered.
Clock indicating time without response (traffic light).
Source platform (WhatsApp, Facebook, Instagram, etc).
Number of unread messages (Orange bubble).
Call permission (phone icon 📞)
Follow-up typifications (orange color)
3️⃣ Customer information panel
Contact information.
Conversation data.
Button to view origin of the conversation (When they arrive from ads). 🆕
Information fields.
Tags.
💡Create conversations
One of the first actions you will take from the Conversations 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 who already exist in Atom, from the same place.
🔍 Smart 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 the number already exists or not 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 re-register it.
You just have 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 maintain the customer's complete history.
You give continuity to the relationship.
You avoid reprocesses and duplicate records.
🆕 If the customer is new
If the number does not exist in Atom, the system will clearly indicate it and enable customer registration.
In this case you can:
Enter:
Name.
Last name.
Add:
Tags.
Custom information fields (if you need it).
Then:
Select channel and group.
Choose the template.
Assign the conversation.
Send the template as a first contact.
🧭 How does this impact your daily operation?
This improvement in "Create conversation" allows you to:
Recontact existing customers without losing context.
Start new conversations in an orderly manner.
Reduce operational errors.
Maintain a clean and well-organized customer base.
Streamline the work of advisors and supervisors.
What is the traffic light and what does it indicate?
Shows chats according to the selected inbox. Includes visual indicators:
Advisor's response time (green, yellow, red, crimson depending on minutes/hours)
🟢 Green color: The conversation has been 1-3 minutes without a response to the customer.
🟠 Orange color: The conversation has been 3 to 10 minutes without a response to the customer.
🔴 Red color: The conversation has been +10 minutes without a response to the customer.
🟣 Crimson color: The conversation has been more than 24 hours without a response to the customer (Expired conversation).
Conversation status (New, Open, Re-entered, Reassigned).
Source platform (WhatsApp, Facebook, etc.).
Reading check (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 blue check:Indicates that the message has been received and has also been read by the customer.
Typification applied: it is the follow-up typification applied in the conversation, and only they will be reflected.
Unread messages (orange bubble).
Fixed pin for key conversations.
Order and visualize: By most recent activity, most recent last message, most recent pending response, oldest pending response. Compact view (more space) or regular (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 (more context), or wide view.
🔢 How do conversation counters work now?
The counters in the inbox now show the total number of conversations, not just the 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 size the actual workload, not just the messages pending reading.