👥 What are groups and why are they so important
Groups are the main entry points for all traffic that reaches Atom through its different communication channels. In them you can define a specific purpose, such as initial attention, sales closing or query resolution, and assign your teams according to their skills. This allows you to organize and optimize the customer service experience.
📍 How do I access the Groups module?
To access the groups module, you must go to the left side menu and follow the path: Settings > User Management > Groups.
➕ How do I create a group?
The Administrator is the only one who has permission to create groups. To do so, follow the steps detailed below:
Select the Groups module, accessing the menu Settings > User Management > Groups.
Click the "Create Group" button located in the upper right corner.
In 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 schedule.
Add Schedule: You can set the days and times when the group is available to receive traffic. (For more information see: Schedule Settings).
Assign out 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 set 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.
⏰ How do I configure out of hours for a group?
In the groups module, you can configure business hours for each group separately. The schedule you configure will mark the hours in which service is being provided at the company. If a customer writes before or after that configured schedule, they will receive the Quick Response with the 'Out of Hours' category that has been set.
Steps for configuration:
Access the menu Settings > User Management > Groups.
Identify the group for which you want to configure the schedule and click on the Edit icon.
In the Edit screen, enable the "Custom Schedule" option.
Select the "Time Zone" according to the country you are in.
Click the "Add Schedule" button and configure the following fields:
Days: Select the days on which the group will be providing service through Atom.
Hours: Indicates the time range of the group's operation through Atom.
Define the assignment and response logic:
Assign out of hours: Determines whether or not conversations are assigned to this group outside of the configured schedule.
Out of hours message: Enables the quick response that the customer will receive when the group is outside the set schedule.
Quick Response: Displays a list of Quick Responses you have created with the "Out of hours" category.
Assignment Logic:
If "Assign out of hours" is enabled: When a customer enters outside the configured schedule, Atom will automatically send the Quick Response that has been set and then assign the conversation with an agent from the group.
If "Assign out of hours" is disabled: The conversation will remain active with the bot and it will be the administrator who must manually assign the conversation to an agent in the group once the work shift begins.
💡 Note: The out of hours message will only be sent if the conversation remains assigned to the bot. This message will not be sent if the conversation was assigned to an agent within business hours but remains active outside of hours.
💬 Example of quick response: "Dear customer, we are currently out of service. Our hours of operation are Monday through Friday from 08:00 AM to 05:00 PM. As soon as we are available, one of our agents will contact you."
Once you have completed the requested information in the Edit Group screen, click the "Save" button.
⚠️ IMPORTANT
Keep in mind the following automatic system rules when routing conversations:
If a conversation enters out of hours but there are still agents in assignable status in the corresponding group, the conversation will be assigned to that agent.
If a conversation enters during hours and there are no agents in assignable status in the corresponding group, it will be randomly assigned to any agent in that group.
Keep your team organized and your customers informed! 🚀
Correctly configuring your groups and schedules ensures that conversations reach the right team and that your customers always receive a timely response, even when your business is closed. ✅