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.

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.

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

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..

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.

It is proposed to incorporate new functionalities in the Customer module, aimed at optimizing team management, the distribution of conversations and the follow-up of contacts associated with specific programs. Mass reassignment of conversations Currently, when filtering the customers or conversations assigned to an agent, it is necessary to carry out the reassignments individually. It is requested to incorporate functionality that allows: Select multiple customers or conversations from the results of a search or filter. Massively reassign all selected records to a given agent. Confirm the number of conversations that will be reassigned before executing the action. This functionality is especially relevant for managing transient teams, specific campaigns or teams that work for goals, since assignments may vary periodically between different agents. For example, when filtering all the conversations assigned to an agent, you should be able to select all or part of the results and reassign them in a single action to another member of the team. Filters using custom fields It is also necessary to refine the search and segmentation options available in the Customers module, allowing filtering not only by the platform's default fields, but also by the custom fields associated with each contact. For our operation, it is essential to be able to monitor the management of a specific academic program. Having a custom field filter would allow you to quickly identify all associated contacts, review their status and perform subsequent actions on that segment. Actions on filtered results Once a filter has been applied, the platform should allow mass actions to be performed on the records obtained, such as: Reassign conversations or contacts to another agent. Export the results to an Excel file. Apply labels. Select all the filter results, even if they are distributed on different pages. View the total number of records selected before executing an action. Objective of the proposal The objective of these improvements is to have a more flexible and operational Customer module, which facilitates the management of large volumes of contacts, the reorganization of teams and the segmentation of prospects according to the needs of each campaign or academic program. The combination of customized filters and mass actions would significantly reduce management times, avoid manual processes and improve the traceability of the assignments and actions performed on each contact base.

Issue Currently, users can be deactivated, but not permanently deleted from the platform. When a customer needs to move a user between environments or delete them completely, they must open a request with support for the team to perform the management manually. This creates an unnecessary dependency on support for a relatively simple administrative task and increases waiting times for the customer. Impact Administrators cannot fully manage their users autonomously. Support tickets are generated for low-value operational requests. Customers experience friction when they need to reuse users in other environments. The process may take longer than expected due to the manual intervention required. Proposed Solution Incorporate an option to permanently delete users from the environment's user settings, available for profiles with the appropriate permissions. To prevent accidental deletions, functionality could include: Explicit confirmation before removal. Warnings about the impact of the action. Restriction to administrative roles. Validations to avoid removing critical users or owners from the environment. Benefits Greater autonomy for customers. Reduction of operational tickets related to user management. Lower burden for the support team. Better administrative experience within the platform. Faster processes for organizations that manage multiple environments.

I have two channels operating in the same environment, however, we have identified that both when viewing templates and in some reports, the names configured in the channel section are not displayed. Is there a way that in these visuals you can show the names of each channel? This is important because the customer has a total of 10 numbers , of which 5 belong to one channel and 5 to another , so it is currently difficult for them to identify which university each line corresponds to when reviewing templates, configurations or reporting. I remain attentive to your comments.

Problem Currently, when a new group is created within the platform, it is necessary to enter each existing type and manually add the new group so that the types are available in that group. In accounts with a high volume of typifications, this process can be very operational and time consuming. Proposal for improvement Incorporate functionality that allows a group to be massively associated with multiple existing typifications. Some options could include: Multiple selection of typifications with mass actions. Option to replicate group associations from another existing group. Import/export tools for managing typifications. Expected benefit Reduce configuration time when creating new groups, sites or work teams, facilitating the administration of typifications and reducing the risk of errors due to manual configurations.

Would it be possible for users to create typifications and labels for conversations in different chats?