Learn all about the groups module: its importance, configuration and how to set the after-hours
In this article we will explain everything about groups in Atom and their importance within the platform.
What are groups and why are they so important?
How do I access the groups module?
How do I create a group?
How do I configure after-hours in a group?
What are groups and why are they so important
Groups are the main entry points for all traffic that comes to Atom through its various service 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, Settings > User Management > Groups
How do I create a group?
TheAdministrators are the only ones who have permissions to create groups.
To create groups, follow the steps detailed below:
Select theGroupsmodule, accessing theSettings > User Management > Groupsmenu
Click on the “Create Group” button located in the upper right part.
On theCreateGroupscreen, 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 the conversations that arrive at this point can also be transferred.Custom Schedule:Allows you to enable the time zone for the service schedule.Add Schedule:You can set the days and times in which the group is available to receive traffic. (For more information see:Schedule Configuration).Assign after-hours:Enables the assignment of conversations to your Agents, even when they are outside your company's service hours.After-hours message: Enables the quick response that the customer will receive when the group is outside the established hours.Quick response:Displays a list of the Quick Responses you have created with the "After-hours" category.
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 the conversations that arrive at this point can also be transferred.
Custom Schedule:Allows you to enable the time zone for the service schedule.
Add Schedule:You can set the days and times in which the group is available to receive traffic. (For more information see:Schedule Configuration).
Assign after-hours:Enables the assignment of conversations to your Agents, even when they are outside your company's service hours.
After-hours message: Enables the quick response that the customer will receive when the group is outside the established hours.
Quick response:Displays a list of the Quick Responses you have created with the "After-hours" category.
Once the requested information has been completed, click on the “Create” button.
How do I configure after-hours in a group?
In the groups module, work schedules can be configured for each group separately.
The schedule that is configured will mark the hours in which the service is being provided in the company. If a customer writes before or after that configured schedule, they will receive the Quick Response, with the 'After Hours' category that has been established.
Go to theSettings > User Management > Groupsmenu
Identify the group for which you want to configure the schedule and click on theEditicon.
On theEditscreen, enable the “Custom schedule” option.
Select the "Time Zone" according to the country in which you are located.
Click on the "Add Schedule" button and configure the following fields.Days:Select the days in which the group will be providing the service through Atom.Hours:Indicates the operating hours range of the group through Atom.
Days:Select the days in which the group will be providing the service through Atom.
Hours:Indicates the operating hours range of the group through Atom.
Assign after-hours:Determines whether or not conversations are assigned to this group outside the configured hours.
After-hours message: Enables the quick response that the customer will receive when the group is outside the established hours.
Quick response:Displays a list of the Quick Responses you have created with the "After-hours" category.
IfAssign after-hoursisenabled, when a customer enters outside the configured hours, Atom will automatically send the Quick Response that has been established and subsequently assign the conversation to an agent of the group.
IfAssign after-hoursisdisabled, the conversation will remain active with the bot and it will be theadministratorwho must manuallyassign the conversation to an agent of the group once the work shift begins.
The after-hours messagewill only be sent if the conversation is still assigned to the bot.This message will not be sent if the conversation was assigned to an agent during working hours but it remains active outside of working hours.
Example of quick response: “Dear customer, we are currently out of service. Our hours of operation are Monday to Friday from 08:00 AM to 05:00 PM. As soon as we are available, one of our agents will contact you.”
Once the requested information has been completed on theEdit Group screen, click on the "Save" button.
IMPORTANT:
If a conversation entersafter-hoursbut there are still agents in an assignable state in the corresponding group, the conversation will be assigned to that agent.
If a conversation entersduring working hoursand there are no agents in an assignable state in the corresponding group, it will be assigned randomly to any agent in that group.