Have you ever been reviewing a conversation and not known which ad the contact came from or what the last registered categorization was?
To facilitate the management and context of each interaction, Atom now shows two new fields within the conversation summary: Contact Origin and Last Categorization.
These functions provide immediate visibility into the customer's point of origin and the most recent status of the management, without the need 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 Facebook or Instagram Ads linked to your account.
Function details:
Shows the ad source (for example, Facebook or Instagram).
Includes the URL field of the ad within the data sheet 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 does not have a 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 Categorization
The Last Categorization shows the last categorization applied to a management, and is now also visible in the conversation summary. This means that it is no longer necessary to open the complete management to know what state the contact was left in.
Main 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 categorization:
🟩 Green: Positive Categorization
🟥 Red: Negative Categorization
🟧 Orange: Follow-up Categorization
⬜️ Gray: Uncategorized
Reinforces consistency with reports, where the last registered categorization is also reflected.
Improves visibility of the client's status for agents and supervisors.
Thanks to this improvement, teams can more quickly track contacts and quickly understand the situation of each management without opening additional details.
💡 Key benefits
Greater context in real time about the origin and situation of the contact.
Reduction of 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 do not see the origin or categorization field in a conversation:
Verify if the management has an associated ad.
Check that the contact has been categorized within the corresponding management.
These functions are designed to offer a comprehensive view of each interaction, improving traceability and operational analysis within Atom.