Your Voice in Atom

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.

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.

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.

The process to create a contact is very long, it shouldn't show me all the lines if I belong to a group as an agent, that is very confusing and straightforward. It should be to create the contact, send the template and not have to send a new template so that it stays in my tray because of the automated task that exists I have to send twice.

Issue There is currently no filter to identify conversations that have had a recent outbound interaction. This creates a problem when a customer wants to replicate the behavior of the “Outgoing” tray available in Tray V2. The most obvious case occurs with conversations whose origin was inbound, but which later expired and were reactivated by sending a WhatsApp template. Although the last relevant interaction is an outbound action performed by an agent, the conversation is still classified as an inbound source, so it's not possible to locate it using the current source filters. Context Nowadays there are different actions that represent outbound activity within a conversation that are not necessarily new conversations, but follow up on open conversations over a period of time, mainly: Sending individual templates. Reactivating conversations using WhatsApp templates. Other actions initiated by an agent that generate an outbound interaction. However, custom views only allow you to filter by the source of the conversation and not by the existence of recent outbound activity. As a result, operational teams cannot build a view equivalent to the Outbound tray, making it difficult to track reactivated conversations and contacts that were proactively reached. Proposal Incorporate a new filter for personalized views that allows you to identify conversations that have had recent outgoing activity, regardless of how the conversation originated. Some examples of implementation could be: Last interaction = Outbound. The conversation contains outbound activity. Recent outgoing activity = Yes/No. The specific implementation is at the discretion of the Product team, as long as it makes it possible to differentiate conversations that have received outbound actions from an agent or system. Use Cases Replicate the functionality of the Outbound tray through customized views. Follow up on reactivated conversations with WhatsApp templates. Facilitate the monitoring of campaigns or manual follow-ups carried out by agents. Allow operational teams to build views based on recent activity and not just on the source of the conversation. Impact The absence of this filter limits the flexibility of personalized views and forces teams to review conversations manually to identify those that were reactivated or proactively contacted.

We have identified that, when attachments are shared and the customer references one of them, it is not possible to clearly identify which attachment they are referring to. Also, there is currently no possibility to redirect directly to the mentioned attachment. This situation becomes more complex when several files are shared in the same conversation, since it makes it difficult to identify the document referred to by the customer. For this reason, we suggest incorporating functionality that allows direct redirection to the referenced attachment, facilitating its identification and improving the browsing experience within the conversation.

notifications are barely heard, they should have a longer tone or a pop-up window for timely attention

At this time, a lot of recontact efforts are being made with individual templates that are directly assigned to the advisor. This generates a volume of conversations assigned to the advisor that don't necessarily require your attention. The ideal here would be to be able to build this same experience that generates an individual template for the client and for the advisor, but supported by a flow that: it first allows us to collect information in labels or typifications of how the customer responds to these conversation reactivation messages in addition, it allows us to manage which conversations do have to go to the advisor directly because they require attention and which do not

In order to speed up time and provide support on the subject of drafting, it would be wonderful if atom has the same configuration of mobile WhatsApp as when starting writing the first letter is capitalized by default, this would help the agent to make the interaction with the customer more professional and polite.

It is suggested to implement an improvement in the conversation tray so that, when a customer or agent responds to a specific message within the chat, when clicking on that mentioned message, the system will automatically redirect to the exact location within the conversation where the original message is located. Nowadays, when a conversation has a lot of history, it can be difficult to quickly identify what message the customer or agent is referring to when responding. This functionality would allow us to consult the context more quickly and accurately, avoiding manual searches within the conversation history. This improvement replicates the behavior that already exists in WhatsApp, where when answering a message and clicking on the reference, the application takes you directly to the exact point in the conversation where the original message is located. Implementing this function in the tray would help improve traceability, case attention and understanding of the context during conversation management.