⚡ Templates and Quick Responses: Efficient Communication
At Atom, speed and clarity are key. To achieve this, we have two fundamental tools that help agents communicate better: Templates, ideal for initiating or resuming contact, and Quick Responses, designed to streamline daily customer service.
📩 1. WhatsApp Templates
Templates are predefined messages that require Meta (WhatsApp) approval. They are primarily used to open a new conversation or when more than 24 hours have passed since the customer's last message.
How to create a Template
Go to Settings > Messaging > Templates.
Select the WhatsApp line where you want to create it.
Click "Create" and choose your preferred method:
From scratch: You write all the content.
Atom's Magic: Our AI generates the text following Meta's rules to ensure quick approval.
Preloaded: Use ready-to-edit examples.
Enhance the message: You can add a header (image, video, or PDF up to 5 MB) and interactive buttons so the customer can call or visit a link.
🗒️ How to use Templates
When a conversation expires or you want to contact someone new:
From the Follow-up module, select the customer.
Click "Intervene".
Search for the templates icon in the bottom menu, select the one you need, and click "Send".
💬 2. Quick Responses
Unlike templates, quick responses are internal to Atom and are used to answer common questions (prices, hours, locations) in conversations that are already active.
How to create a Quick Response
Go to Settings > Messaging > Quick Responses.
Click "Create" and complete the information:
Category: To keep things organized (e.g., "Sales", "Support").
Content: The message that will be sent.
Groups: Choose which work teams will be able to see and use this response.
Personalize with parameters: Use tags like
{{client_name}}or{{agent_name}}so the system automatically inserts the customer or advisor name (You can add them using "/" ).
Attach files: You can include images or documents up to 16 MB.
🤓 How to use Quick Responses
Within an active conversation in the Follow-up module, click "Intervene".
Select the quick response from the bottom menu.
The text will appear in the message box; you can review it and send it.
💡 Useful Atom Tips
Guaranteed approval: When using "Atom's Magic", you reduce the risk of Meta rejecting your template for aggressive commercial language.
Organization by groups: Don't overwhelm the entire team with quick responses. Assign only the necessary ones to each group so agents can find what they need in seconds.
Consistency: Using these tools ensures that all advisors provide the same official information, avoiding errors or confusion with customers.
Speed up your operations today! 🚀
Templates and quick responses not only save time, they professionalize every interaction with your customers. As an administrator, make sure to keep these tools updated so your team always has the best response on hand. Configure them and elevate the quality of your service! ✅