Atlas

Atlas Help Center

New Ticket

To enable SMS as a communication channel with your customers, go to 

Click "Buy new number." This will automatically provision a number for you.

Option 2: Using an existing Twilio number

If you have a phone number on Twilio already that you'd like to use, select "Use existing Twilio number." In the prompt, you'll need the:

Once you've entered this info, you can verify the connection is successful before adding the number.

 and select "Account > API keys & tokens" from the top navbar.

and then enter an alias for the API key (eg, "Atlas").

You'll then have the API credentials you'll use in Atlas. 

 save the API secret since you will not be able to regenerate this number from Twilio.

Enter this info into the prompt in Atlas and click "Submit." Your existing Twilio number is now connected to Atlas.

If you have multiple numbers on your account and only want a single number to be accessible to Atlas, 

 and set the Channel Reply Priority order.

This priority order determines which channel messages will default to if a user starts a conversation via chat and then leaves your site. If a channel isn't available, the next highest priority channel will be attempted if it is available (eg, in the above case, if you don't have the email address of a customer, Atlas will attempt to send an SMS to the user if a phone number is available for them).

Any communications that start via SMS will remain in SMS. Any communications started via chat will switch to the next highest priority channel depending on your settings in App Configuration.

You can start new messages with customers via the Compose functionality where you can choose the channel for the messages.

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

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

The following settings are required for the customer portal to function properly and securely:

Atlas JS SDK installed and user identify call is 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.  

Now let's say setup custom domain for your help center at https://help.acme.com.  You 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.  

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.

Communication Channels

SMS

Email

Customer Portal

Phone