Atlas glossary

The company a customer belongs to. An account groups its customers and their tickets in one place.

A person who contacts your support team. Each customer has a profile with their details, tickets and activity.

What a teammate can see and do in Atlas. There are three:
•  Admin: Full access, including "App Configuration" and every setting.
•  Agent: Works and answers tickets, without access to "App Configuration".
•  Viewer: View-only access. Can't reply to customers or change settings.

A saved group of customers built with filters, such as all customers on a certain plan. Segments let you target routing rules, SLAs, Help Center visibility and Broadcast campaigns.

A group of agents, such as Billing or Technical support. Tickets can be assigned to a team instead of one person, and teams can be used in routing rules and SLAs.

Anyone on your team with an Atlas login. Admins invite teammates and manage them in "Settings > Team".

Someone who contacts you before Atlas knows who they are, for example a person chatting on your website without signing in. Once identified, they become a customer.

The agent or team responsible for a ticket.

A saved reply you can insert in a ticket by typing "#" in the reply box.

An extra field you create for tickets, customers or accounts to capture information Atlas doesn't track by default.

Where your team works on tickets. It's organized into views:
•  My tickets: Tickets assigned to you.
•  Unassigned: Tickets no one has picked up yet.
•  All: Every ticket in the workspace.
•  Pending, Snoozed and Archived: Tickets in those statuses.
•  Custom inboxes: Your own views, created with "Add inbox".

The panel next to a ticket with details about the ticket, the customer and their account. Also called the side pane.

A message inside a ticket that only your team can see. Mention a teammate to notify them.

Shortcuts for working faster. Open the full list from the "?" menu with "Show hotkeys". When an Admin turns on the leader key, you press "T" first and then a second key, for example "T" then "R" to switch the customer on a ticket.

How urgent a ticket is: Low, Medium, High or Urgent. Priority can be used in routing rules and SLAs.

A label you add to tickets to sort, filter and report on them. Related tags can be grouped in tag groups.

A customer's request and the full conversation around it, from the first message to the resolution. Tickets from every channel arrive in the same inbox.

Common things you can do with a ticket:
•  Merge: Combine two tickets about the same request into one.
•  Snooze: Hide a ticket until a time you choose.
•  Mark as unread: Flag a ticket so you come back to it.
•  Sidebar conversation: Email people outside the ticket, such as a vendor, without leaving it.

Where a ticket is in its lifecycle:
•  Open: Needs work from your team.
•  Pending: Waiting on the customer or a third party.
•  Snoozed: Hidden until a time you choose, then back in the inbox.
•  Closed: Resolved. Closed tickets are in the "Archived" view.

A rule that acts on tickets for you, for example after a period with no reply from the customer.

The days and times your team is available. Atlas uses them to let chat customers know when you're offline and in routing rules.

An automated conversation built from blocks that answers questions, collects information and hands customers off to your team.

A rule that assigns new tickets and updates them, for example by setting the team, tags or priority, based on conditions such as the channel, segment or business hours.

Scheduled working hours for an agent, one-time or recurring. Agents see their shifts in "Settings > Schedule".

A service level agreement: a response time target, such as a first reply within one hour, with alerts before a ticket misses it.

A reusable sequence of blocks that can run inside chatbots and other workflows.

Atlas's AI agent. It can answer customers on its own or suggest replies for your agents. You shape how it works with:
•  Knowledge: The information it uses to answer, written by you or generated from your data sources.
•  Tools: Actions it can take in other systems.
•  Protocols: Step-by-step instructions for specific cases.
•  Guardrails: Rules that control and check its messages.
•  Tone: How it writes.

Messages you send to a group of customers at once, such as an announcement to a segment.

A way customers reach you, such as chat, email, SMS, WhatsApp, Discord or Shopify. Every channel's conversations become tickets in the same inbox.

The chat window on your website or app where customers start conversations with your team.

Customer satisfaction. A short survey customers get after their ticket is closed, and the score it produces.

A page in your Help Center where customers can create and follow their own tickets.

Your public knowledge base, where customers find articles organized into categories.

A replay of what a customer did on your website or app, so you can see the problem the way they saw it.

Tools for developers: API keys let your systems work with Atlas data, and webhooks notify your systems when something happens in Atlas.

A security setting that verifies signed-in customers are who they say they are before Atlas links them to their profile.

Adding many customers at once by uploading a CSV file.

Adding the Atlas code snippet to your website or app so the chat widget and session recording work there.

A connection between Atlas and another tool your team uses, such as your CRM or project management tool. Admins find every available integration in "App Configuration > Integrations".

Charts and metrics about your support, such as ticket volume, response times, CSAT, SLAs and Help Center use.