Having the possibility of an AI chat specialized in Kayako to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket.
✅ "How can I configure the SLA in my help center to continue outside our business hours?"
❌ "SLA configuration"
2. If ATLAS doesn't understand your question, rephrase it.
"How can I schedule a custom report?"
ATLAS: "Can you please provide more details or ask differently?"
✅ "I have a report I want to run on a predefined schedule. How can I do it?"
❌ "How can I schedule a custom report?"
3. If you are offered buttons, use them.
ATLAS: "Is this question related to billing?" (Yes) (No)
✅ <<Press the (Yes) button>>
❌ "I'm asking about invoice INV1234566"
4. Don't ask for an agent without letting ATLAS try to solve your issue.
ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!
ATLAS: "How can I help?"
✅ "I have an issue with one of our customers not receiving our emails."
❌ "I need an agent"
5. Always review the related articles suggested by ATLAS.
6. Don't panic!
We know that ATLAS is not perfect and we are 100% dedicated to improving it. If ATLAS is unable to help you, and you confirm with the buttons that the solutions provided didn't help. It will eventually transfer you to an agent.