Atlas

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Talk to your customers via email by forwarding your support emails to your designated Atlas inbox. Reply to customers from your own address by configuring your DNS records to send emails from your support email address.

To receive emails in Atlas, setup forwarding in your support inbox to forward new emails to your Atlas inbox. 

If you have a designated support email address:

If you're using Google Workspace, you can find instructions 

. If you're using Outlook, you can find instructions 

Add your Atlas inbox as a member of the group that can both 

If you are forwarding emails from a Google workspace:

 and set your Atlas inbox as one of the recipients in the routing rule. If you would like the messages to continue to go to your team, make sure you also include your teammates as recipients.

If your emails don't show up in Atlas after your forwarding rules are turned on, check that your company allows forwarding to an external domain. If it doesn't you should add your Atlas inbox to the allowlist for external forwarding.

To send emails from Atlas via your support email address, you need to configure your DNS records appropriately. If your DNS records are not configured, your 

 address will be set to your Atlas inbox address.

To configure your DNS records, go to the App Config > Channels > Email page and click on "View DNS Records"

From here, you'll see a table with the DNS records you need to create for your domain that looks something like the following:

The instructions will vary slightly depending on your domain registrar (details below), but the process is generally:

go to your domain registrar and then open their DNS

add a new record for each of the rows in the table with the settings specified (eg, Type → 

You can check that your records are configured correctly by clicking the "Check records" button to confirm your settings. However, note that these settings can take up to 24 hours to take effect depending on your registrar's settings.

For some common registrars, see specific instructions below:

Email

WhatsApp integration in Atlas allows you to manage customer support through WhatsApp, providing a popular messaging channel for communication with your customers.

To set up WhatsApp, Atlas needs the following information:

Meta Business ID (from a verified Meta Business account).

With this information, Atlas applies for a business WhatsApp account through Twilio and WhatsApp.

Twilio will request permission to connect as an outside app to your Meta Business account. You'll need to approve this connection and sign and acknowledge WhatsApp's terms of service. Atlas then completes the setup process.

You can send unlimited messages within 24 hours of the last customer message. After 24 hours without customer interaction, you can only send approved templates.

Message templates are pre-approved message formats for WhatsApp that allow you to send consistent, compliant messages to your customers. They're essential for initiating conversations and sending notifications.

For variables, use double curly braces with a number: {{1}}, {{2}}, etc.

All outgoing messages must follow an approved template

For example:
"Your order {{1}} has been shipped and will arrive on {{2}}. Track your package here: {{3}}"

Avoid promotional content in transactional messages

WhatsApp messages are identified in the customer timeline.

When viewing a WhatsApp ticket, you'll see the channel (WhatsApp) and sender and recipient information.

Hover over sent messages to see delivery status: Sent, read, errored, or failed.

The WhatsApp composer in Atlas is restricted to WhatsApp-supported elements: Basic formatting (bold, italic) and other WhatsApp-supported objects.

How long does WhatsApp business account approval take?

Approval times can vary. The Atlas team will handle this process and keep you updated on the progress.

Can I send images or files through WhatsApp in Atlas?

Yes, you can send media files supported by WhatsApp through the Atlas interface.

What happens if I try to send a message that doesn't match an approved template?

The message will not be sent, and you'll receive an error notification in Atlas.

Help support teams reach customers where they spend the most time.

WhatsApp

Chat widgets help you provide real-time customer support on your website. Let’s see how to make chat widgets customizable and impactful with Atlas.

. Here you'll find all the options to customize your chat experience.

Adjust the text and subtext shown in the widget

Set the bot avatar image that appears in the chat. Customize the welcome message for your customers.

Light, dark, or variable (based on the customer's system preferences). Modify both the chat icon and the icon within the widget.

You can choose a single color or create a gradient for the widget header. Choose between light or dark font colors for optimal readability.

Control where your chat widget appears. By default, it's set to always show. Specify certain pages where you want the widget to show up or not show up.

When enabled, clicking the chat icon reveals menu options. Add and edit these options, setting an icon, name, and action for each.

Choose whether to allow users to respond to closed tickets and reopen them in chat. This is disabled by default.

Enhance message delivery with these options:

Enable sound notifications for new messages on the customer's end. Set up fallback channels like email or WhatsApp. If a customer doesn't see a message after 10 minutes (by default), communication falls back to these alternate channels.

Specify your business hours. Set custom messages for outside business hours. Show when you'll be back to customers. Set an expected return time for direct messages.

Configure when to show a signup form, allowing customers to leave messages for later follow-up.

Display help center articles within the chat:

Show articles at the bottom of your introduction chat. Include articles within the chat menu.

Look for the chat icon next to the ticket.

 "via chat" label appears under each message. See delivery status indicators below every message.

Hover over the delivery status icon to see more details.

 Two blue checkmarks indicate a read message.

How do I preview my chat widget settings?

You can see a live preview of your chat widget on the right side of the configuration page as you make changes.

Can I customize the chat widget for different pages on my website?

Yes, use the widget visibility settings to show or hide the chat on specific pages.

How do I know if a customer has read my message?

Hover over the delivery status icon next to each sent message. Two blue checkmarks indicate the message has been read.

Set up your chat widget to provide easy customer support directly on your website.

Chat

The customer portal is self-service portal that allows your customer to access their current and closed tickets. You can also enable customers to view tickets from other employees at their company and allow them to create tickets. 

Click on enable customer portal and press save on the bottom of the screen. Once you 

, your customer will be able to see all of their existing tickets.

The customer portal allows you to create custom ticket forms. You can customize the form fields and specify the channel on which customers should receive the response on the ticket. For example, you can have a different form for Bug, Feature Request, and Sales forms or you could have a different form for different sets of customer, so high priority customer can create Chat or SMS ticket and only allow standard or free tier customers to create email tickets.

How does authentication works in the customer portal

We have two way for you to authenticate your customers

For cookie sharing to work, following settings are required:

Atlas JS SDK installed on your domain and user identify call is being made

So let's say you have application hosted at https://aap.acme.com.  Once you install Atlas JS SDK and make user identify call, we will set a cookie at https://acme.com.  

Let's say you have set custom domain for your help center at https://help.acme.com.  Your customer portal will be accessible on https://help.acme.com/customer-portal. Now when your customer visits your helpcenter after accessing your application, we will able to identify the customer securely and show them these tickets.  

If you want to authenticate your customers to your customer portal by url params you first need to enable user hash based authentication (you can read more about it 

⚠️ If you use chat or session recording, please make sure
enable user hash authentication in chat/recording setup before
enabling it

once you have enabled user hash, you can authenticate your customers by redirecting them to a url like 

https://support.acme.com/customer-portal?userId=1231-123-1234&userHash=ab1a1aorab1a1aorab1a1aorab1a1aor

User will be redirected to customer portal after this url and will be able to see their tickets.

Customer Portal

You can make calls to your customers directly from Atlas by clicking on the phone icon in the customer contact card

This will prompt you to open up your dialer app. If it doesn't open to the app you would like to use, you can change your default dialer app.

On Mac, open the FaceTime app and go to FaceTime > Settings

In the Settings menu, click on Default for calls and then select your desired app.

Channels

Channels articles

Email

WhatsApp

Chat

Customer Portal

Phone