👥 What are Groups in Atom?
Groups are the main points where all traffic that enters Atom through its different integration channels converges.
➕ Steps to create a group
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 corner.
On the Create Group screen you must complete the following fields:
Group name: Corresponds to the name by 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 service hours.
Add Schedule: You can set the days and hours in which the group is available to receive traffic. (For more information see: Schedule Configuration).
Assign outside of hours: Enables the assignment of conversations to your Agents, even when they are outside your company's service hours.
Out of hours message: Enables the quick response that the customer will receive when the group is outside the established schedule.
Quick response: Displays a list of Quick Responses you have created with the "Out of hours" category.
Once you have completed the requested information, click the "Create" button.
⚠️ Important note about direct traffic
In case you need to create a group that receives direct traffic, you must notify the Atom Technical Support team to make the respective adjustments and enable the integrations.
Organize the flow of your conversations! 🚀
Creating and configuring your groups correctly ensures that customers are served by the right team and under the schedule rules that best suit your business. ✅