⚠️ Prerequisites
To ensure optimal and uninterrupted operation of these features, make sure you meet the following in your browser:
Use Google Chrome browser.
Do not have the Google Translate extension enabled on the Atom tab, as it can cause visual conflicts.
📝 Notes: Key Information Registry
Notes allow you to save relevant information from a conversation for internal use, providing additional context beyond standard information fields. They are invisible to the customer.
How to add a note?
Select the conversation you are working on.
At the bottom of the screen, access the Notes section.
Type the relevant information or comment.
Click Add Note to save it.
💡 HubSpot Integration: If you have this integration active, you can also add or view notes directly from the right side menu by clicking the "View Notes" option.
Usefulness when transferring chats
Notes are your best ally when transferring conversations to a colleague, as they provide all the necessary context without having to read the entire history. Simply leave a note with the case summary and click Reassign to transfer the management.
🧠 AI Summary: Automatic Extraction of Key Data
The AI Summary uses artificial intelligence to synthesize lengthy conversations, allowing you to:
Quickly access essential customer data.
Make faster and more accurate decisions.
Maintain a clear history to improve follow-up and personalization.
How to access AI Summary?
Within the active conversation, go to the bottom menu of the screen.
Click on the AI Summary tab.
A right side menu will open with the intelligent summary of the conversation.
Use the date filters to organize or search for information from previous days.
⚠️ Important rule: Manual direct assignments (created by an agent) will not generate an automatic AI summary. The summary is triggered when the conversation comes from a bot or another agent.
🎙️ Voice Note Transcription
Say goodbye to listening to long audios! Atom allows you to transcribe voice notes to text automatically thanks to Artificial Intelligence. Whenever a customer sends you a voice message, the system will convert it to text directly on your screen.
This offers you great operational benefits:
Quick documentation: Read key information in seconds.
Greater focus: You avoid audio distractions and maintain efficiency in management.
Better quality of service: You drastically reduce your response times.
Take your productivity to the next level! 🚀
Taking advantage of the power of Notes and AI Summary will allow you to keep all your customer context organized, make agile decisions, and provide exceptional service without wasting valuable time. ✅