All About the Conversations Module in Atom
It's the place where you can manage all the traffic that enters Atom through its different integration channels: WhatsApp, Facebook Messenger, Instagram, and more.
How do I access the Conversations module?
To access the Conversations module, you must do so from the left sidebar menu of Atom.
There are 2 inboxes that you can use, depending on which one you feel most comfortable with:
Main inbox: it is characterized by having only 2 inboxes:-New: all new conversations that have not been attended to by an agent.-Active: all conversations that are already being handled by an agent.
Beta Version Inbox
It is characterized by having 3 inboxes:
- Active: These are all the conversations that have been assigned to you by the Bot or the Administrator.- Expired: These are all the conversations that were active but have expired due to lack of response in a period of 24 hours. Remember that this is a Meta policy, as it seeks to avoid Spam at all costs, you can find it here. ⚠️ Important: These conversations can be reactivated by sending a Template. For more information on how to send templates, click here.- Outgoing: These are all the templates or campaigns sent, once the client responds, the conversation will be moved to the Active inbox.
💡 IMPORTANT:
Conversations older than 30 days do not appear in this module.
Where do I find customer information?
You will find it in the Customer Information section, located on the right side of the conversation.
Header: Contains the main information of the client. In this section none of the fields are manually editable.
Customer Information: It is the additional information of the client that the Agent can add manually according to the needs of the company. All these information fields are created previously by the Administrator. (For more information: Information Fields).
Tags: Allows you to tag the client to make it easier to identify and/or filter. The tags must be created previously by the Administrator. (For more information: How to Create Tags?).
How to Add Notes in Conversations?
Notes allow the Agent to add information that should be taken into account in the management they are attending. They are quite useful, especially when a conversation is reassigned to another agent.
To add a note to a conversation, follow the steps detailed below:
Select the Conversations module.
Select the conversation to which you want to add the note.
At the bottom of the central column of Messages, click on the "NOTES" option.
Conversation summaries, smart suggestions, and voice message-to-text transcription with the magic of Atom
Now you can also experience the magic of Atom in your conversations with customers. Through artificial intelligence, you can obtain a summary of the conversations with your clients and you can also obtain intelligent suggestions when providing an answer.
To access the AI Conversation Summary, it is not necessary to go to the beginning of the conversation, but you can also access it by clicking on the "AI Summary" section at the bottom of the screen, where you will also find the Notes.
The AI Summary will show the answers collected in the bot's questions and the questions answered in the Whatsapp Flows, which will also be displayed in the information fields, in the customer information section.
IMPORTANT: Keep in mind that a minimum of 5 messages is required (without restarting the conversation with the same one) to generate the AI Summary, when it is assigned from the bot.
IMPORTANT: this functionality will be triggered in the first instance, when the conversation comes from a bot to an agent, if a client answers a Whatsapp Flows form or if an agent sends the conversation to another agent, with the purpose that the latter has a better context of the conversation that was taking place.
Enabling the functionality:
To enable conversations with the magic of Atom, you must do so from Configuration >> Conversations and there you must enable the options for the Magic of Atom in Conversation Summary and Suggestions. For the transcription of voice messages to text, you must enable the Transcribe voice notes to text option. You can enable them separately, in case you want to test one option or another.
Once the options are enabled and meeting the conditions previously mentioned in the important section, you will be able to visualize these functionalities.
Intelligent Suggestions
Intelligent suggestions are automatic messages provided by AI according to the context of the conversation. If you are not satisfied with the suggestions, remember that you can refresh the suggestion and choose others that suit what you are looking to answer.
Once satisfied, select the option and send the message!
💡 Suggestion:
If you want to reassign the conversation to a bot after some time, having the conversation as an agent, the agent must classify the conversation as closed (positive or negative) and an automated task must be programmed where, according to a certain time, and according to the action performed by the agent, the conversation can be closed and assigned to the bot again.
Voice message-to-text transcriptions with the magic of Atom.
When this functionality is enabled, every time a customer sends a voice message, Atom with the support of Artificial Intelligence, will be able to transcribe the voice note sent to text.
When receiving a voice message, the transcribing status will appear later, and then the text corresponding to the message will appear.
This allows the focus of the agents not to be altered by the sending of voice messages and in this way, they can visualize the request of the voice message in a note, quickly, streamlining and improving the quality of their attention.
Contextual bot responses to voice notes with the magic of Atom
When this functionality is enabled, every time a customer sends a voice message, the Atom bot with the support of Artificial Intelligence, will be able to understand the context of the voice note and respond based on what the customer requested in the voice note.
If the client requests an assignment to an agent, the bot can also do it.
⚠️ Important:
It is important that the description of the bot's prompt is well written to delimit and give a clear and concise response context to the bot.
This functionality is available for Dialog Flow and Flow Builder and only for the WhatsApp channel.