💬 Access to the Conversations Module
The Conversations Module is your main workspace. It is the place where you will manage all traffic entering your company through the different integrated channels (WhatsApp, Facebook Messenger, Instagram, etc.).
To access it, simply click on the "Conversations" icon located in the left side menu of your Atom platform.
💡 Seniority Note: For performance policies, conversations with inactivity older than 30 days are not displayed in this module.
📥 Inbox Management (Main vs. Beta)
Depending on your configuration or preference, you can work with two types of inboxes to organize your chats:
1. Main Inbox
A simplified view divided into two columns:
New: All recent conversations that have not yet been assigned or handled by any agent.
Active: All conversations that are already being handled by an advisor.
2. Beta Version Inbox
A more detailed view divided into three strategic columns:
Active: Chats that have been assigned to you (either by the Bot or by an Administrator) and that you are currently managing.
Expired: Conversations that were active but have expired due to lack of customer response within a period of 24 hours. (Note: This is a strict Meta policy to prevent Spam. If you want to resume contact, you will need to reactivate the chat by sending a Template).
Outgoing: Here are temporarily stored the campaigns or templates that you have sent proactively. Once the customer replies to you, the chat will automatically move to the "Active" inbox.
👤 Customer Information and Tags
All vital information about the user you are talking to is found in the right side panel of your screen:
Header: Contains the customer's main data (name, number, channel). These fixed fields are not manually editable.
Customer Information: These are additional and customized fields (e.g. ID, City, Company) where the Agent can enter valuable data. (Note: These fields must be configured previously by an Administrator).
Tags: Allow you to categorize the customer (e.g. VIP, Debtor, Interested) so it's easier to filter in the future. (Note: Tags must also be created previously by the Administrator).
📝 Use of Internal Notes
The Notes allow you to leave internal comments or key observations about customer management. They are invisible to the user and are extremely useful when you need to reassign a conversation to another colleague, giving them context.
To add a note:
Select the desired conversation.
At the bottom of the central message column, click on the "NOTES" option.
Write your comment and save it.
🪄 The Magic of Atom: Artificial Intelligence
Power up your customer service with Artificial Intelligence! If your Administrator enables these options from Settings > Conversations, you will have access to cutting-edge tools:
🧠 Conversation Summary (AI Summary)
Don't waste time reading long histories. Click on the "AI Summary" tab (next to Notes at the bottom) to get an automatic synthesis of the conversation.
The summary includes: Responses collected by the bot and data entered in WhatsApp Flows forms.
Conditions: A minimum of 5 messages in the chat is needed to generate the summary. It is triggered automatically when a bot transfers you a chat, when a customer fills out a form, or when a colleague transfers the conversation to you.
💡 Intelligent Suggestions
Don't know what to respond? Atom will provide you with AI-generated response options based on the context of the conversation.
If you are not satisfied with the options, you can press "refresh" to generate new suggestions. Just select the one you like best and send it!
🎙️ Transcription of Voice Messages to Text
Forget having to listen to long audios and lose focus! If you enable this option, when a customer sends a voice message, you will see a "Transcribing..." status and seconds later, Atom will write the exact text of what the customer said directly on your screen.
🤖 Bot's Contextual Responses to Voice Notes
Atom's bot can also process Artificial Intelligence. When receiving a voice note, the bot will analyze the audio, understand the context, and respond autonomously to what the customer requested in the audio (even if they ask to speak with a human, the bot will be able to assign them).
⚠️ Important for Administrators: For this to work, the bot's "prompt" must be very well written to give context to the AI. This functionality is available for DialogFlow and Flow Builder, exclusively on the WhatsApp channel.
Master your workspace! 🚀
Thoroughly understanding the Conversations Module and taking advantage of Artificial Intelligence tools will allow you to serve faster, maintain the context of your customers, and take the quality of your service to another level. ✅