Your Voice in Atom

Currently, before submitting a template to Meta, Atom performs a series of internal validations to confirm that it meets the minimum required conditions.

We are currently using the “In Real Time” report in more detail and we would like to see the “Group” filter added to allow us to analyze the teams in greater detail. We have groups of 20 people and a supervisor may be managing several groups. Therefore, making a switch from group A to group B will be much more efficient than taking the first 20 managers from group A and then taking the other 20 managers from group B

Thank you for your review. If possible, we request that chats that enter from other areas or as a response from a customer also generate an audio notification for supervisors when they are acting as an agent. Currently, even if the supervisor is in “Act as an agent” mode, new chats enter without making any sound, making it difficult to monitor in real time and attend to conversations that require follow-up in a timely manner. Thank you very much..

That I can delete the roles that I don't require, they accumulate and I can't delete

In the customer environment in question, the information fields have been configured for each group, and although they work well, there is a problem with the integration with Hubspot: they are all displayed to any agent. The customer mentions that the configuration of the visible fields loses its value if it will not be able to apply to those of Hubspot.

To be able to download files from the Resource Manager to be able to view the latest version of Knowledge Base documents.

The customer Siigo Aspel reports a case where a silent audio generated a transcript in Chinese, indicating that silent audios are generating this type of transcription.

Have the possibility to subdivide a bag of messages into named blocks, and assign to each block one or more cost centers that can consume from it. The expected flow would be as follows: A total bag of messages (e.g. 12,000 messages) is purchased. The administrator divides it into named blocks (e.g. “Business Area”, “Operations”, “Insurance”). Each block is assigned the cost centers or groups authorized to consume it. When the consumption of a block runs out, the system automatically blocks the sending of new campaigns associated with that block. If an unexpected campaign occurs, an additional bag can be purchased and redistributed. Objective: to allow each area to estimate and control its own consumption independently, without depending on a single global exchange, facilitating planning and control by business unit.

Currently, users with the Administrator role must have two-factor authentication (2FA) configured for security reasons. However, when a user is reassigned from the Administrator role to the Agent role, the previous 2FA required/configuration remains active without the customer having an option to deactivate or reset it from the platform. To resolve this, the customer must open a ticket with the support team, who in turn must escalate the request to the development team for manual management. While this process is being completed, the user is blocked from being able to access the platform, which directly interrupts the customer's operation. Impact Loss of productivity: The user cannot work while the request is being managed. Operational overhead: It generates unnecessary urgent tickets for support and takes time away from the development team. Proposed Solution Allow administrators to deactivate or reset 2FA directly from the platform when changing a user's role. Include explicit confirmation, permission restrictions and logging in security audit logs. Benefits Zero downtime: The user can continue working immediately after the role change. Autonomy and efficiency: Eliminates dependency on support/development and significantly reduces operational tickets.

Sometimes a dynamic URL must be sent to the customer, and often this URL is very long. There should be an implementation in ATOM to shorten this link, perhaps by adding a button that allows you to add urls and that the button displays only a text such as “Paid Link” so that a long and very unattractive message is not displayed to the customer.