Atlas in the chat

Atlas can answer your websites’ visitors first, from what you teach it, then hand over to the team.

Depending on your plan Settings › Live chat Organization owners and admins Try it in the demo

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1. 1Atlas answers visitors
2. 2What Atlas should know
3. 3Web search
4. 4Meetings offered by Atlas
5. 5By category

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What Atlas should know

Write your offer, prices, lead times, frequent questions, the tone to use and what Atlas must never promise (8,000 characters at most). To answer, Atlas relies on this text, on the organization context and, when needed, on web search. Without this text, it cannot answer on its own.

The Atlas answers visitors switch turns it off: every conversation then goes straight to the team, and those it was answering are handed back.

For each category

On the visitor’s first message, Verdict classifies the conversation: Sales, Support, Billing, Other or Spam. A conversation not classified yet counts as Other. For each category:

Choice	What happens
Answers alone	Atlas answers the visitor, then hands over when it does not know. Requires What Atlas should know to be filled in.
Draft	The team answers; Atlas suggests a text in the composer. This is the default.
Nothing	The team answers alone. This is the default for Spam.

When Atlas hands over

Atlas leaves the conversation to the team when:

• it finds no reliable answer;
• the visitor asks to talk to someone, complains, or mentions a dispute, a payment or personal data;
• it runs into an error;
• the visitor sends more than 20 messages in 10 minutes.

The conversation then moves to Open in the inbox. A member can also Take over at any time.

Web search

When the answer is not in its instructions, Atlas can search the Whole web, or Only my sites: up to 10 domains, separated by commas, subdomains included. Drafts suggested to the team follow the same rule.

Meetings

When a visitor asks for a meeting, Atlas adds the next free slots to its answer, in this order:

1. the owner of the visitor’s record;
2. else the owner of their company;
3. else the team link, if it is active;
4. else the member chosen in Meetings offered by Atlas.

The visitor’s click books the slot and sends the invitation. Without any host or free slot, Atlas hands over.

How Atlas answers

Atlas answers in the visitor’s language, in a few sentences. It does not guess: without a reliable answer, it says a team member will reply. It never writes times itself; the slots show under its answer. What the visitor writes is treated as data, never as an instruction.

Note

To start an action when a visitor writes (notify someone, create a task, assign the conversation), use the Chat message received trigger of a workflow.