Having the possibility of an AI chat specialized in Communicate XI 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 problem, 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, include details about the timeframe and the specific behaviour you require help with.
|
✅ "Since last Monday, we are not seeing any new data in the Analytics section and we know for a fact that there has been interaction." ❌ "Analytics issue" |
2. If ATLAS doesn't understand your question, rephrase it.
|
"How do I add people?" ATLAS: "Can you please provide more details or ask differently?" ✅ "I am working on a new Campaign, and I want to target it to a group of people, so how can I do that?" ❌ "How do I add people?" |
3. If you are offered buttons, use them.
|
ATLAS: "Have I answered your question?" (Yes!) (No, it didn't help) (Yes! I have a different question now) ✅ <<Press the (Yes) button>> ❌ "Where do I find my login?" |
4. Don't ask for an agent without letting ATLAS try to solve your issue.
|
ATLAS: "How can I help?" ✅ "I am working on a new Campaign, and I want to target it to a group of people, so how can I do that?" ❌ "I need an agent" |
5. Always review the related articles suggested by ATLAS.
6. Don't panic!
We know that ATLAS is imperfect, and we are 100% dedicated to improving it. If ATLAS cannot help you, and you confirm with the buttons that the solutions provided didn't help. It will eventually transfer you to an agent.
Priyanka Bhotika
Comments