Atlas structure
Last updated October 6, 2026
Overview
This article maps every menu in Atlas and what it's for, so you can find any setting quickly. Open the main menu (the three lines in the top left corner) to reach each one.
Related articles:
• How to use Atlas: quick start guide: A guided first tour.
• Atlas glossary: Definitions of the terms used below.
• Types of roles in Atlas: What you see depends on your role.
• How to use Atlas: quick start guide: A guided first tour.
• Atlas glossary: Definitions of the terms used below.
• Types of roles in Atlas: What you see depends on your role.
Inbox
Manage, create and answer tickets from every channel.
| Submenu | What it's for |
|---|---|
| My tickets | Tickets assigned to you. |
| Unassigned | Tickets no one owns yet, ready to claim. |
| All | Every ticket in the workspace. |
| Pending | Tickets in "Pending" status, waiting on the customer or a third party. |
| Snoozed | Tickets paused until a time you chose. Only shown when there are snoozed tickets. |
| Archived | Closed tickets. |
| Add inbox | Create a custom inbox to group and filter a specific set of tickets. |
Session Recording
Replay what customers did on your site or app, with developer tools: "User actions", "Network", "Custom events", "Sentry" and "Console".
Help Center
| Submenu | What it's for |
|---|---|
| Articles | Create, organize, search and publish articles and categories. |
| Customize | Open the Help Center and customer portal settings. |
Zeus AI
Train, test and deploy Atlas's AI agent.
| Submenu | Option | What it's for |
|---|---|---|
| Agent | Knowledge | Snippets Zeus AI uses to answer. Write them or auto-generate them from your data sources. |
| Agent | Tools | Native visual workflows or MCP servers that let Zeus AI take actions. |
| Agent | Protocols | Step-by-step instructions for how your team resolves specific cases. |
| Agent | Guardrails | Rules that control, validate and monitor Zeus AI's messages. |
| Agent | Tone | Company information and tone configurations that shape how Zeus AI writes. |
| Automations | Trigger, filter and action combinations that act on conversations automatically. | |
| QA | Test mode | A sandbox to test Zeus AI before going live. |
| QA | Run history | Past AI conversations, with review status Pending, Reviewed or Flagged. |
| Platform | Zeus Chat | An embeddable AI chat widget for your website or Help Center. |
| Platform | Front, Intercom, Zendesk | Let Zeus AI triage and answer conversations inside those tools. |
| Platform | Jira | Let Zeus AI create and update Jira issues. |
| Knowledge management | Data sources | Connect Help Center and ticket sources and monitor their sync status. |
| Knowledge management | Conflicts | Review and resolve contradictory information. |
| Configurations | API | Tokens, webhook secrets and signing secrets for custom apps. |
| Configurations | Profiles | Different Zeus AI experiences for different customer groups. |
| Configurations | Profile mapping | Ordered rules that send each conversation to the right profile. |
Chatbots
Build chatbots and workflows from connected blocks: send messages, collect data, branch, create tickets and hand off to agents. Test in draft, then publish.
Reports
| Submenu | What it's for |
|---|---|
| Tickets | Created, replied and resolved volume, status breakdown, first response and resolution times. |
| CSAT | Surveys sent, score distribution and CSAT per agent. |
| SLA | Number and share of tickets outside your SLAs. |
| Tags | Most-used tags and tag groups. |
| Agent Performance | Assigned, replied and closed tickets, CSAT and response times per agent. |
| Session Recordings | Session volume and sessions by country. |
| Chatbots | Times invoked, completed and average time per chatbot. |
| Help Center | Article views, searches, click-through and tickets deflected. |
| Scheduled reports | Recurring reports sent by email to the people you choose. |
Customers
View and add customer profiles, preview them in a side panel, and build segments with filters.
Accounts
View and add company accounts with their domains, account managers, customers and tickets, and add account notes.
Broadcast
Create campaigns: name them, pick a channel and choose an audience or segment.
App Configuration (Admins only)
| Section | Option | What it's for |
|---|---|---|
| Overview | All settings in one place, plus the onboarding checklist. | |
| Getting Started | Installation | Install snippet, identify snippet and TypeScript support per platform. |
| Getting Started | Authentication | Require an HMAC hash to verify identified customers. |
| Channels | Chat | Launcher, widget, visibility, widget menu, message delivery, business hours, contact form and articles. |
| Channels | Forwarding address, sender identities, layout and signatures. | |
| Channels | SMS | Buy or port a number and choose how incoming messages create or reopen tickets. |
| Channels | Connect a WhatsApp Business account through Meta. | |
| Channels | Discord | Manage Discord community conversations in Atlas. |
| Channels | Shopify | Add the chat widget and session recording to your store and see orders in the info pane. |
| Ticket Management | Canned Responses | Saved replies, grouped and tagged. |
| Ticket Management | Tags | Labels and color-coded tag groups. |
| Ticket Management | SLA | Response time targets by segment, priority, tag, channel or team, with alerts. |
| Ticket Management | Routing | Rules that assign and update tickets by segment, channel, hours and text. |
| Ticket Management | Automations | Workspace defaults and time-based rules for tickets. |
| Ticket Management | Info Pane | Card order, visibility and field display for the side pane. |
| Ticket Management | CSAT | Survey timing, rating style, questions and completion message. |
| Ticket Management | Teams | Groups of agents with a name and color. |
| Ticket Management | Collaboration | Draft sharing and the "T" leader key for shortcuts. |
| Shifts | Scheduling | Create one-time or recurring shifts for agents. |
| Shifts | Time off | Review, approve or decline time off requests. |
| Shifts | Settings | Who gets shift notifications, and whether agents see teammates' shifts. |
| Session Recording | Recording rules, masking selectors and allowed domains. | |
| Help Center | Domain, layout, style, links, apps, feedback and customer portal. | |
| Data | Custom fields | Extra fields for tickets, customers and accounts. |
| Data | API & webhooks | API keys and webhook subscriptions. |
| Data | Custom events | Events that add context to the timeline, sessions and search. |
| Data | Automations | Auto-assign new customers to accounts by email domain. |
| Data | Data import | Bulk upload customers by CSV. |
| Data | Export data | Export tickets, customers, accounts or sidebars by date range. |
| Data | API templates | Reusable API requests for fields, chatbots and workflows. |
| Data | Secrets | Store credentials securely. |
| Integrations | HubSpot, Salesforce | Sync customers, accounts and activities; send tickets and notes back to the CRM. |
| Integrations | Slack | Receive and answer tickets in Slack threads. |
| Integrations | Jira, Linear | Link tickets to issues and reopen tickets when issues close. |
| Integrations | Close, Segment, Sentry, Dialpad, Aircall, Internal dashboard | Other supported integrations. |
Settings
| Submenu | Who sees it | What it's for |
|---|---|---|
| Profile | Everyone | Photo, name, job title, time zone, theme, shortcuts, "Connect to Slack" and "Reset password". |
| Team | Everyone (view only for non-Admins) | Invite teammates, assign roles, archive and unarchive. |
| Notifications | Everyone | Browser, email, sound and Slack alerts for ticket events. |
| Schedule | Everyone | Your schedule (list or calendar), "Show team shifts", and time off requests. |
| Organization | Admins | Organization name, time zone, App ID and business hours. |
| Security | Admins | Require two-factor authentication for the whole workspace. |
Need more help?
We hope this guide helps you set up Atlas effectively. For more details on each menu, browse the articles and categories in our Help Center. For any questions, reach out to us at support@atlas.so.
We hope this guide helps you set up Atlas effectively. For more details on each menu, browse the articles and categories in our Help Center. For any questions, reach out to us at support@atlas.so.
Was this article helpful?