⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
In this Frequently Asked Questions (FAQ) section, we resolve the most common questions about the New Conversation Inbox, and we also offer you a glossary and useful shortcuts to optimize your time.
❓ Frequently Asked Questions
What is the difference between a priority inbox and a custom view?
Priority Inbox: You can create up to 5 per user. They update in real time and show a counter with the total number of conversations (up to a maximum of 50 visible).
Custom View: You can create up to 10 per user. They are ideal for specific filters and specific queries, but they do not show global counters.
What happens if I log out or refresh the page with active filters? Filters temporarily applied in the Inbox are reset by default. When you log back in or reload the tab, you will need to configure them again.
Can I share my Quick Replies with other agents? No. Quick replies created from the inbox are for strictly individual use. Each agent can save up to 50 personalized quick replies in their profile.
Why don't I see a classification I had marked as a favorite? Classifications are not global; they are displayed according to the group that the current conversation belongs to.
📌 Example: The classification "Follow-up" may exist in the Support group, but not in Sales. If you are handling a Sales chat, that classification will not appear in your list, even if you had saved it as a favorite while working in Support.
What happens if I exceed the limits when configuring my filters? The system will display a warning message and will not allow you to save the last selection.
Limit: Maximum 30 total combinations and a maximum of 10 selections for each filter type.
When should I contact Technical Support?
If the Inbox doesn't load at all or new conversations don't come in.
If an agent cannot see conversations that should be assigned to their group.
If filters don't work or the platform doesn't update in real time.
If there are open conversations in which the agent cannot write or interact.
📖 Glossary of key terms
Inbox: Main work inbox that groups all active conversations (except closed ones).
Classification: Mandatory or recommended classification given to a conversation (e.g. Follow-up, Complaint, Closed Sale).
Flows: Flowbuilder automations that can be triggered automatically when a classification is applied.
SIP: Technical protocol necessary to make voice calls.
WhatsApp calling permission: Explicit authorization that a customer must grant so you can call them from the Atom platform.
Customer stage: Level at which the user is within your sales funnel (e.g. Lead, MQL, Opportunity, Customer).
⌨️ Keyboard shortcuts to speed up your management
/(Forward slash): Type this symbol in the text box to immediately open the Quick Replies menu.Enter(Return): Used to send the written message or to select a Quick Reply from the menu.Esc(Escape): Closes the quick replies menu or other dropdown menus.Drag & Drop: You can select an image or document from your computer and drag it directly to the chat box to attach it in seconds.
💡 Recommended best practices
⭐ Mark your favorites: Configure your most used classifications as "Favorites" to close chats in fewer clicks.
🚨 Use priority inboxes: Create them to keep sight of VIP customers, serious complaints or urgent cases.
⏱️ Monitor the indicator: Monitor response time indicators (especially the red ones) to ensure no customer waits too long.
📝 Document everything: Update the "Customer Stage" and use information fields in each interaction. This improves visibility for the entire team in case of reassignments.
Become an expert in the New Inbox! 🚀
Mastering keyboard shortcuts, applying best practices for classification, and understanding how filters and priority inboxes work will allow you to save time and serve your customers with greater agility. Keep this guide handy to resolve any questions and take your productivity (and your team's) to the next level. ✅