How to Create Groups in Atom?
Groups are the main points where all traffic entering Atom converges through its different integration channels.
To create groups, follow the steps detailed below:
Select the Groups module, accessing the menu Settings > User Management > Groups
Click on the "Create Group" button located in the upper right.
On the Create Group screen, you must complete the following fields:Group Name:Corresponds to the name with which the company identifies the group.Transferable Groups:Allows you to select one or more groups to which conversations arriving at this point can also be transferred.Custom Schedule:Allows you to enable the time zone of the business hours.Add Schedule:You can set the days and times when the group is available to receive traffic. (For more information see: Schedule Configuration).Assign out of hours:Enables the assignment of conversations to your Agents, even when they are outside of your company's business hours.Out of hours message: Enables the quick response that the customer will receive when the group is outside the established hours.Quick Reply:Displays a list of Quick Replies that you have created with the category "Out of hours".
Group Name:Corresponds to the name with which the company identifies the group.
Transferable Groups:Allows you to select one or more groups to which conversations arriving at this point can also be transferred.
Custom Schedule:Allows you to enable the time zone of the business hours.
Add Schedule:You can set the days and times when the group is available to receive traffic. (For more information see: Schedule Configuration).
Assign out of hours:Enables the assignment of conversations to your Agents, even when they are outside of your company's business hours.
Out of hours message: Enables the quick response that the customer will receive when the group is outside the established hours.
Quick Reply:Displays a list of Quick Replies that you have created with the category "Out of hours".
Once the requested information has been completed, click on the “Create” button.
In the event that it is required to create a group that receives direct traffic, the Atom Technical Support team must be notified to make the respective adjustments and enable the integrations.