In this article we explain how to configure Atom so that human attention is not conditioned to specific customer terms.
🧾 Frequently Asked Question / Initial Context
In some cases, conversations are not automatically assigned to an agent because the bot depends on keywords (such as "ADVISOR") to activate the transfer. This causes delays if the customer uses other terms. Here you will learn how to configure flows to assign conversations automatically without depending on specific words.
🛠️ Troubleshooting – Step by step for automatic assignment
Verify agent status configuration
Go to Configuration > User Management > Users and review agent statuses.
Make sure agents are in an assignable status (for example, "Available") to be able to receive cases.
Review bot flow configuration
In the flow editor, identify if the bot is configured to wait for a mandatory keyword.
Adjust the logic so that after a period of inactivity (e.g., 2 minutes), the conversation automatically progresses toward human assignment.
Modify behavior by inactivity (Timeout)
Set a timeout on the bot node that allows triggering the transfer to the available agent if the customer does not interact during a specific period.
Test the configuration
Conduct a test by simulating being a customer to verify that the system correctly assigns the conversation without needing to type commands.
✅ Possible Solutions
Configure automatic assignment after inactivity: Adjust the flow so the system "pushes" the conversation to an agent if the customer stops responding.
Remove keyword dependency: If you prefer not to use fixed terms, establish an assignment logic based purely on wait time or detected intent.
Ensure agent status: Confirm that your team maintains their assignable status; otherwise, the automatic flow will not find anyone to hand the case to.
📝 Additional Notes
If you decide to keep keywords, make sure chat instructions are clear. A confused customer may abandon the chat if they don't know how to request human help.
In high-demand environments, avoiding keyword dependency dramatically improves efficiency and user satisfaction (CSAT).
👨🏫 Practical Example / Use Case
Scenario: A customer starts a chat and the bot waits for them to type "ADVISOR". The customer explains their problem in detail but doesn't use that word, getting stuck in the bot.
Solution: By configuring an inactivity period of 2 minutes, the flow detects that the customer has stopped writing and automatically assigns them to the nearest available agent based on assignment logic, ensuring human intervention.
📞 When to Contact Support?
Contact support if conversations are not assigned correctly despite configuring the automatic assignment flow, or if the timeout does not activate as scheduled.
Make your support flow without barriers! 🚀
Removing keyword dependency and using inactivity rules helps you reach those customers who prefer to explain their problem their own way. Configure your wait times, keep your agents available, and provide a much more natural and empathetic support experience. ✅