Automated Tasks Module
The Automated Tasks Module redefines customer service by automating manual and repetitive processes. In this article, we will explore how this innovative tool improves operational efficiency and elevates the customer experience.
The Automated Tasks module allows the automation of manual and repetitive tasks that are performed during the service process of the different managements, in order to optimize the response times of the Agents so that they can focus on those specific cases that require a more personalized follow-up. Among the automated actions that can be programmed, we can mention: sending quick responses, sending message templates, assigning to another group, classifying, scheduling a call, saving data in an external form, among many others.
How do I generate an Automated Task?
To access automated tasks, you must go to the Automated Tasks left side menu. To create an automated task, you must click on the "+" symbol in the lower right corner of your screen.
There you must choose the type of Activator: Bot Action, Assignment and Classification that we will explain below
How do Atom Automated Tasks work?
The configuration of an automated task consists of 3 steps:
Activator: It is the event that must occur for the automated task to be executed. There are 3 types of activators: Bot Action Assignment Classification
Activator: It is the event that must occur for the automated task to be executed. There are 3 types of activators:
Bot Action
Bot Action
Assignment
Assignment
Classification
Classification
Timer: It is the time that will be waited (once the event is activated) to execute the programmed action.
Timer: It is the time that will be waited (once the event is activated) to execute the programmed action.
Action: It is the task that will be executed automatically when the previous 2 steps are fulfilled.
Action: It is the task that will be executed automatically when the previous 2 steps are fulfilled.
Automated Tasks by Bot Action
Through the Bot Action activator, you can create automated tasks that are executed when the client is going through a specific part of the bot flow; for example, when the client stops responding to the information requested without having reached the point of assignment with an Agent.
The 'Bot Action' activator type can only be used for Dialogflow and Open AI bots
Automated Tasks by Assignment
Through the Assignment activator, you can create automated tasks that are executed after a conversation is assigned to an Agent. This type of automated task is frequently used to send messages automatically when there is a delay in the Agent's response time.
When creating an automated task for an assignment action, you can select the event type between:
Agent assignment: This is the assignment to the group corresponding to an advisor, if you want to configure that after X time of the assignment an action is executed, we must use this event.
Agent assignment: This is the assignment to the group corresponding to an advisor, if you want to configure that after X time of the assignment an action is executed, we must use this event.
Bot assignment: This is the assignment back to the main bot, that is, here we will configure actions that we want to happen after the management is returned to the bot because a management was closed.
Bot assignment: This is the assignment back to the main bot, that is, here we will configure actions that we want to happen after the management is returned to the bot because a management was closed.
Reassignment: As its name indicates, here we will configure the actions that we want to happen when a management is reassigned within a specific group.
Reassignment: As its name indicates, here we will configure the actions that we want to happen when a management is reassigned within a specific group.
You can select the 3 options or only the one you consider necessary for your operation.
Automated Tasks by Classification
Through the Classification activator, you can create automated tasks that are executed after an Agent performs the action of classifying within a conversation. This type of automated task is the most used and is frequently used to send messages automatically for follow-up actions towards customers.
This automated task by Classification establishes that, if after 1 hour since the Agent sent the requested quote to the client, and the client has not yet responded, Atom will automatically send a message reminding that the quote has already been sent and that confirmation is awaited to proceed with the purchase. In this way, Atom is responsible for providing the respective follow-up to the client and the Agent is freed from that manual and repetitive task so that they can focus on the other conversations they are attending to.
Important considerations about assignments in automated tasks:
If an automated task is disabled and that leads to a specific action being executed after a certain time, the action linked to the automated task will also be interrupted.
If the assignment is chosen as an activator and, in turn, an event that triggers an agent assignment, a bot assignment or a reassignment as an automated task, a group and agent that is in an assignable state must be chosen. If after the stipulated waiting minutes the agent does not respond, that conversation will be reassigned to another group, which may be the same one that executed the automated task, looking for those agents who are in an assignable state. The agent who did not respond to the conversation will be excluded in case it is reassigned to the same group.
For those automated tasks that are of HTTP Request, you will have the following types of data for the body: Atom system fields: Full name, Name, Last name, Telephone, Email, Customer creation date, Company name, Tags, Current date, Current time, Time zone. Conversation properties: link of the last conversation, summary of the last conversation, channels, first message, start date of the last management, history of the last management, last classification. Properties mapped in Hubspot: those that are mapped when integrating with hubspot. Information fields: all those that are available ordered from A - Z Agent information: Agent name, Agent email Text Number Boolean.
Atom system fields: Full name, Name, Last name, Telephone, Email, Customer creation date, Company name, Tags, Current date, Current time, Time zone.
Conversation properties: link of the last conversation, summary of the last conversation, channels, first message, start date of the last management, history of the last management, last classification.
Properties mapped in Hubspot: those that are mapped when integrating with hubspot.
Information fields: all those that are available ordered from A - Z
Agent information: Agent name, Agent email
Text
Number
Boolean.