In many companies, it is common to have multiple communication channels connected simultaneously to facilitate interaction with customers, distinguish different lines of business and collaborators. In the specific case of Atom, being a multi-channel platform, we can configure more than one channel on it, even from the same social network but as we mentioned previously, intended for example for two different lines of business. It is important to note that these channels are completely independent of each other. This means that if a contact sends a message to both connected channels, Atom will display two separate conversations from the same contact. Why does this happen?

To better understand this dynamic, let's imagine the following situation:

A person sends a message to a colleague both to their personal phone and to their work phone. Although the contact is the same, two different conversations are generated, one on each device, since they represent different communication channels. Similarly, in Atom, conversations are organized according to the channel from which they originate, reflecting the independence of each channel. This distinction is crucial and responds to the diversity of purposes that different communication channels may have. For example, one channel may be intended exclusively for sales inquiries, while another may focus on technical support. Unifying these conversations could lead to confusion and hinder the efficient management and communication of interactions. It is important to emphasize that this duplication of conversations is not an error, but an expected and functional behavior of Atom. By keeping the channels independent, clarity and organization in communication management are preserved.