This article helps you take your first steps as an agent, understanding what you see on screen and how to respond correctly.
⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
To understand the basic points and parts that the Conversation Inbox contains, you must first read this article.
How to reply to a message?
The options available in Atom to reply to a customer message are:
Free text ✍️: write directly in the message box.
Quick replies⚡: shortcuts with /, up to 50 customized with text or multimedia.
WhatsApp templates📄: pre-approved messages, useful for reminders or when more than 24 hours have passed since the last interaction.
Attachments📎: send images, videos or documents (e.g.: PDF with a budget).
Voice notes🎙️: record directly from the inbox.
Links🔗: share direct links to catalogs, tutorials or forms.
Internal notes📝: comments visible only to your team, never to the customer.
💡 Use quick replies for frequent inquiries and templates for expired conversations.
EXAMPLE: How to respond to a customer using templates
Step by step:
Click on the conversation in the list.
The conversation must be expired (a fundamental step for using the template).
To use a template: Click the Send Template button (📄). Select the template (e.g.: "Payment Reminder"). Complete the variable fields if necessary (e.g.: name, date).
Click the Send Template button (📄).
Select the template (e.g.: "Payment Reminder").
Complete the variable fields if necessary (e.g.: name, date).
Send.
EXAMPLE: How to respond to a customer using quick replies
Step by step:
Click on the conversation in the list.
If you want to use a quick reply, type "/" and select from the list (e.g.: /hello).
Click the arrow button to Send.
💡 Tip: combine quick replies for everyday use and use templates in those expired conversations.
How to apply basic filters?
Filters help you focus on what matters. We recommend using the following:
Conversation status.
Platform.
Tags.
Channel.
💡 Typical example: see only new messages.
Step by step:
Click on Inboxes
Select in Filters Inbox, "Conversation Status", and choose the "New" filter
👉 Now you'll have a clean view with only new conversations.
Master customer service! 🚀
Knowing all your response options and applying basic filters will allow you to keep your inbox clean, organized and stress-free. Combine quick replies to gain speed in your daily routine and use templates strategically to reactivate expired conversations. You're ready to provide efficient and prompt service! ✅