Has it happened to you that, when reviewing a conversation, you don't know which ad the contact came from or what the last recorded classification was?
To facilitate the management and context of each interaction, Atom now displays two new fields within the conversation summary: Contact Origin and Last Classification.
These features provide immediate visibility into the customer's point of origin and the most recent status of the management, without needing to search for the information in other sections.
🗂️ Contact Origin
The Contact Origin indicates from which ad or advertising source the user arrived. This information is automatically obtained from the Facebook or Instagram Ads linked to your account.
Feature details:
Displays the ad source (for example, Facebook or Instagram).
Includes the URL field of the ad within the data tab and the conversation summary.
The link is clickable, so you can open the ad in a new tab to review it.
If the management does not come from an ad or has no defined origin (for example, organic traffic), the field will not be displayed.
This improvement allows teams to quickly identify which campaign a contact comes from and analyze its performance without additional steps.
🎯 Last Classification
The Last Classification shows the last categorization applied to a management, and is now also visible in the conversation summary. This means you no longer need to open the full management to know what state the contact is in.
Key features:
It is updated per management, not per conversation (a conversation can have multiple managements).
It is displayed with a color according to the most recent classification:
🟩 Green: Positive classification
🟥 Red: Negative classification
🟨 Yellow: Follow-up classification
⬜️ Gray: Unclassified
Reinforces consistency with reports, where the last recorded classification is also reflected.
Improves visibility of customer status for agents and supervisors.
Thanks to this improvement, teams can track contacts more quickly and rapidly understand the status of each management without opening additional details.
💡 Key Benefits
Greater real-time context about the origin and status of the contact.
Reduced time needed to search for and validate information.
Better alignment between agents and reports.
Direct access to source ads for campaign analysis.
🧠 Practical Tip
If you don't see the origin or classification field in a conversation:
Verify if the management has an associated ad.
Check that the contact has been classified within the corresponding management.
These features are designed to provide a comprehensive view of each interaction, improving traceability and operational analysis within Atom.
Serve with all the context in your favor! 🚀
By instantly knowing which ad your customer comes from and what state their last management was left in, you'll be able to personalize your greeting, pick up the exact thread of the sale, and provide a much more agile and professional service experience. ✅