How to use the new Conversations Inbox as an agent?
This article helps you take your first steps as an agent, understanding what you see on the screen and how to respond correctly.
IMPORTANT: This feature is currently in Beta and its availability will be progressive.
Index:
### How to respond to a message?
### How to apply basic filters?
To understand the basic points and parts contained in the Conversations Inbox, you must first read this article.
How to respond to a message?
The options for responding to a customer message that are available in Atom are:
Free text ✍️: write directly in the message box.
Quick responses⚡: 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 (eg: 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 client.
💡 Use quick responses for frequent questions 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 (fundamental step for using the template).
To use a template: Click on the Send Template button(📄). Select the template (eg: “Payment Reminder”). Complete the variable fields if necessary (eg: name, date).
Click on the Send Template button(📄).
Select the template (eg: “Payment Reminder”).
Complete the variable fields if necessary (eg: name, date).
Send.
EXAMPLE: How to respond to a customer using quick responses
Step by step:
Click on the conversation in the list.
If you want to use a quick response, type "/" and select from the list (eg:/hello).
Click on the arrow button to Send.
💡 Tip: combine quick responses for everyday use and use templates in those expired conversations.
How to apply basic filters?
Filters help you focus on what's important.
The filters we recommend using are:
Conversation status.
Platform.
Labels.
Channel.
💡 Typical example: view only new messages.
Step by step:
Click on Inboxes
Select in Inbox Filters, “Conversation Status”, and choose the “New” filter
👉 Now you will have a clean view, with only the new conversations.
