⚙️ Getting to Know the Automated Tasks Module
The Automated Tasks module redefines customer service by taking care of manual and repetitive processes in your operation. This reduces wait times and allows your agents to focus on the most critical cases or personalized sales.
Among the actions you can put on autopilot are: sending quick replies, triggering templates (Template Messages), changing groups, typifications, scheduling calls, or sending data to external forms (Webhooks).
🛠️ How to configure an automated task
To create a rule, go to the left sidebar menu, select Automated Tasks and click the "+" button (in the bottom right corner). Every automation in Atom is based on 3 logical steps:
Trigger: It is the "trigger" or event that must occur for the system to wake up.
Timer: It is the scheduled wait time (minutes, hours) before executing the action.
Action: The final order that will be executed if times and conditions are met.
🎯 Types of Triggers
Depending on which part of the process you want to automate, you should choose from three main triggers:
1. Bot Action
It executes while the customer is interacting with the automated flow. For example, if the customer abandons the flow before reaching assignment with a human, you can trigger a message to try to retain them.
💡 Technical Note: This trigger is only compatible with bots created via Dialogflow and OpenAI.
2. Assignment
It executes when a movement occurs in the inbox. You can choose between three events:
Agent Assignment: Ideal for sending automatic apology messages if X time passes and the advisor has not yet answered the chat.
Bot Assignment: Activates when a chat is closed by the agent and the user is returned to the bot's initial menu.
Reassignment: Allows you to trigger messages or alerts when a customer is transferred between teams.
3. Typification
It is the most commonly used trigger for commercial follow-up strategies. It works by detecting that an agent saved a status.
Example: If the agent typifies "Quote sent", you can program Atom to wait 1 hour and send the customer an automatic message asking if they have questions, freeing the advisor from that manual task.
⚠️ Important Considerations
Disabling rules: If you turn off an automated task, all actions that were "waiting" (in the timer) associated with that rule will be immediately canceled.
Automatic Reassignment Logic: If you create a rule that penalizes an agent's lack of response by reassigning the chat to another teammate, the system will search for an available advisor within the group and automatically exclude the original agent who did not respond.
HTTP Requests: If your automatic action is to send data to an external system (Webhook), the system allows you to include rich variables such as:
System Fields: Name, phone, email, company, tags, time and time zone.
Conversation Data: Link to chat, AI summary, history, first inquiry and last typification.
Agent Data: Name and email of the responsible party.
Integration Variables: Mapped properties if you use HubSpot.
Put your operation on autopilot! 🚀
Automated Tasks are your best ally to ensure that no follow-up is forgotten and wait times are always under control. Set up your rules today and let Atom work as the best assistant on your team. ✅