Your Voice in Atom

Hello team, the case is raised to comment on the case of the SEAT CUPRA San Angel customer They require an option to allow us to hide the portfolios that are disabled (old); since even when disconnecting the channels they still appear. This causes a lot of confusion for the user since he has several portfolios that were deactivated and makes it difficult for him to correctly locate what the assets are.

Add the option to filter in the mobile app, for example, that I can filter what chat I have (untyped) as it is done on the page.

Hello team I share the following improvement opportunity based on the need of the Banco Finandina customer, who expresses whether there is a possibility that agents can avoid obtaining additional information from conversations that do not belong to them, since they end up “stealing” leads. The example that describes us is: 1: The advisor of the “TC Guaranteed” group has a conversation with a customer who is from a “CRM” campaign 2: The advisor of the “One to One” group manages to review it by searching with “CRM” and steals all the lead's information 3: Having all this information from the lead, the advisor of the “One to One” group, the advisor manages to send a template and, so to speak, “Intervene” within the current conversation. We understand that the improvement that was made to the limitation of viewing other people's conversations applies correctly to these scenarios, but at the time of implementing it, it indicated that there is an affected group that would be “Fraud Prevention” since this team needs to be able to access all conversations. The main objective would be that this option, which limits the visibility of other people's conversations, can be configured by specific groups, in this case, “Fraud Prevention”; and thus be able to maintain the possibility that some groups can access other conversations when necessary. I'm sharing an additional screenshot of how advisors can perform the search.

Currently, when an integration disconnects because Meta invalidates the access token due to a change of credentials by the user or security reasons (Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons), I propose that Atom captures this error directly in the integrations module and shows the customer an instructional alert with the steps or an action button to reauthenticate their account, allowing them to resolve the disconnection autonomously and immediately. The companies that have presented this scenario and that has been solved with the reconnection of the integration have been the following: FINNISH COFIÑO Motorcycle Nicaragua Advance Ingenieros El Salvador Marketing (FIOSRK2WWS6TYXH3W85Q) Epayco São Paulo Catholic University Pandapé Colombo American Center

Button in your preferences to select a dark mode, as well as an option to place your own themes or colors that is customizable depending on the company.

I think it would be very useful to have the option of modifying or deleting typifications previously assigned to a customer, when these no longer correspond to their current situation. Sometimes, a typing may be placed by mistake or an option selected that does not correctly represent the customer's case. This can cause the customer to be directed to a section, follow-up or flow that does not correspond to them, generating incorrect information and possible rework. In addition, there are situations in which the typification was initially correct, but it ceases to apply due to a change in the customer's situation. In these cases, keeping it active can cause confusion and affect the accuracy of the recorded information. Therefore, I propose to enable the possibility of editing or deleting typifications, allowing us to keep records updated and aligned with the real situation of each client. This improvement would help reduce errors, avoid unnecessary follow-up, improve the organization of information and facilitate more accurate and efficient care. If necessary, the modification or deletion could be considered to be recorded in a history to keep the traceability of the changes made.

The Monifai client needs to build a personalized and automated dashboard for their internal reporting, so it is proposed as an improvement to the public API of clients by incorporating in their answers the fields of, Contact ID, Channel, Source Type and Type of Typing, allowing them to consult and extract these data directly via API to feed their analytical dashboard automatically and thus cover their operational requirement without relying on manual processes.

I am looking for an API that allows downloading all chat conversations from a month. Having such an API would streamline the process of accessing and managing conversation data, making it more efficient for users who need detailed records.

I propose to incorporate an option that allows you to upload files in CSV or XLS format to send mass messages, based on a previously prepared list of clients. This functionality would considerably facilitate the work when it is necessary to send the same communication template to a specific group of customers. Currently, having the possibility of directly uploading a list would speed up the process and make shipments much more immediate, avoiding having to manually search and select each customer. In addition to representing significant time savings, this tool would help improve productivity and reduce the risk of errors or omissions when selecting recipients. For example, when faced with a campaign, promotion, reminder or communication that needs to be sent to a specific segment, it would be enough to prepare the file with the corresponding customers, upload it to the platform, select the template and execute the shipment. As a complement, it would be ideal if the system could automatically validate the records in the file, identify duplicate or incorrect data and show a prior confirmation with the number of recipients before sending. This improvement would make it possible to optimize operating times, increase productivity and make communication management more efficient, especially when managing large customer bases and requiring the sending of information in a fast and segmented manner.

It would be very helpful to be able to receive and reply to the comments that users make on Facebook and Instagram posts from Atom. Ideally, these comments could be viewed within the platform and assigned to an agent, to a group, and to be able to identify where they come from. This functionality would facilitate the management of inquiries about products, prices or orders, would allow for more agile monitoring and would help to make better use of sales opportunities generated on social networks.