Using Notes and AI Summary in Atom: Agent Guide
Notes and AI Summary are designed to optimize conversation management, facilitating access to key information and streamlining customer service. In this guide, you'll learn how to use them effectively.
Prerequisites
For optimal functioning of these features, make sure to:
Use the Google Chrome browser.
Use the Google Chrome browser.
Do not have the Google Translate extension enabled.
Do not have the Google Translate extension enabled.
Notes: Recording Key Information
Notes allow you to save relevant information from a conversation, providing additional context beyond the information fields.
How to add a note?
Select a conversation.
Select a conversation.
At the bottom, access the Notes section.
At the bottom, access the Notes section.
Write the relevant information.
Write the relevant information.
Click on Add Note to save it.
Click on Add Note to save it.
If you have the HubSpot integration, you can also add notes from the right sidebar menu by clicking on View Notes.
Notes are also useful when transferring conversations to a colleague, as they provide context. To do this:
Leave a note with the key information.
Leave a note with the key information.
Click on Reassign to transfer the conversation.
Click on Reassign to transfer the conversation.
AI Summary: Automatic Extraction of Key Data
AI Summary uses artificial intelligence to summarize conversations, allowing you to:
Quickly access essential data.
Quickly access essential data.
Make faster and more accurate decisions.
Make faster and more accurate decisions.
Maintain a clear history of each customer, improving follow-up and personalization of care.
Maintain a clear history of each customer, improving follow-up and personalization of care.
How to access the AI Summary?
Within the conversation, go to the bottom menu.
Within the conversation, go to the bottom menu.
Click on AI Summary.
Click on AI Summary.
A right sidebar menu will be displayed with the summary of the conversation.
A right sidebar menu will be displayed with the summary of the conversation.
Use the date filters to organize the information.
Use the date filters to organize the information.
💡 Remember that manual assignments will not generate a summary
Voice Note Transcription: Efficient Documentation
Atom also allows you to transcribe voice notes to text automatically thanks to artificial intelligence, which offers:
Quick documentation of key information.
Quick documentation of key information.
Greater efficiency in managing conversations.
Greater efficiency in managing conversations.
Better quality of care by reducing response times.
Better quality of care by reducing response times.
Each time a customer sends a voice message, Atom will automatically convert it to text, allowing you to view its content without having to play the audio.