👥 User Types in Atom
In Atom there are three main types of users, designed to adapt to your company's structure and promote team collaboration:
Agents: They are advisors who interact directly with customers and manage daily conversations.
Supervisors: They accompany and support agents, monitoring their performance to identify opportunities for improvement in customer service.
Administrators: They manage the general settings of the platform to facilitate the work and structure of the entire team.
👤 Create Users Individually
If you need to add a new team member, you can do so quickly by following these steps:
Go to the side menu and select Settings > User Management > Users.
Click the Create User button.
Fill in the following required fields:
Email: Enter the corporate email. Note: This field is unique and cannot be edited after it is created.
Role: Select between agent, supervisor, or administrator depending on the functions they will have.
Status: By default, users are created in Offline status, but you can modify it according to your needs.
Group: Associate the user with one or several work groups to better structure chat routing.
Finally, click "Create" to complete the process.
📥 User Import with CSV
Do you need to incorporate a large team? Atom allows you to do so simultaneously using a CSV file to save you time:
In the Users module, click "Import Users".
Configure the data, roles, and groups in a CSV file. (If you have any questions about the format, download the example file provided by the platform itself).
Upload your file with the correct information and click "Import Users".
🛠️ Creating Custom Roles
Although Atom includes the predefined roles we saw above, you also have the freedom to create custom profiles to cover very specific needs of your operation:
Go to Settings > User Management > Roles and Permissions.
Click "Create New Role" and assign it a name (for example, "Reporting Admin").
Define specific permissions by enabling or disabling access to reports, modules, or particular settings.
Save the settings.
Done! Now you can assign this new role to the corresponding users to ensure they have exactly the level of access they need.
🚥 User Status Management
Statuses are fundamental tools for managing the availability of your agents and optimizing automatic task assignment:
Go to Settings > User Management > User Status.
Click "Create Status" and configure the following details:
Representative icon: Choose an emoji or icon that visually identifies the status.
Clear description: Define the name or purpose (e.g., Lunch Time, In Meeting).
Keyword or abbreviation: Assign a short keyword to identify it quickly in reports.
Conversation reception: Activate or deactivate the switch to indicate whether the agent can continue receiving new chats while in this status.
Activation: Check if the status will be available and visible for agents to select.
Click "Create" to save.
💡 Note: If you want to know in detail what access each default role includes, we invite you to visit our article on Role Permissions.
Organize your operation like a professional! 🚀
By correctly configuring your users, roles, and statuses, you will enhance internal collaboration, facilitate team management, and ensure that workload flows optimally. ✅