🤓 Initial Context
In an agent's daily routine, having tools that streamline conversations with prospects and customers is key to maintaining efficient and professional service. In this article, we'll explain how to master two of the most important functions in Atom: Templates and Quick Replies.
📋 Templates: Automate Your Interactions
Templates in Atom allow you to send predefined messages approved by Meta in different strategic situations. These are their three main functions:
1️⃣ Reactivate Expired Conversations
When a customer doesn't respond within a period longer than 24 hours, the response window closes and the conversation is marked as "Expired". You can reactivate it by following these steps:
Access the Conversations Section: Go to the left sidebar menu and select the conversation you want to resume.
Select Your Template: Click directly on the notification that says "Expired" (in the text box below). This will open a search where you can choose an available template for your group.
Select and Send: Choose the appropriate template based on the conversation context, click "Send" and you're done.
⚠️ Important: Management must be assigned to a group or human agent. If the conversation is in the bot's hands, templates will not be available.
2️⃣ Start First Contact
If you need to proactively open a new conversation with a lead that doesn't yet exist in your database:
Access Conversations: From the side menu, click the bottom button "Create Conversation".
Enter the Information: Complete the form with Name, Last Name, Country Code, and Phone Number. (Optional: you can add tags or information fields).
Select the Template: Choose the outbound channel number, select the corresponding template, click "Send" and the conversation will be initiated.
3️⃣ Send Templates from the Customers Module
If the contact is already registered in your database, the process is even faster:
Access the Customers module.
Select the customer of your interest.
Click the top "Send message" button.
Select the channel, group, and corresponding template.
Click "Send".
⚡ Quick Replies: Speed Up Your Service
Unlike templates (which are used to open or resume chats), Quick Replies are text shortcuts designed to be used in conversations that are already active.
To use them and save yourself the time of writing the same thing repeatedly:
Access an active chat in the Conversations module.
In the text box, click the lightning bolt icon (⚡) or simply type a forward slash ( / ) on your keyboard.
A menu will unfold. Explore the available Quick Replies categories.
Select the reply you need and send it with a click or by pressing the Enter key.
Make every second count! 🚀
Mastering the use of templates and quick replies will allow you to drastically reduce your response times, standardize the quality of your communication, and provide exceptional service in every interaction. ✅