[ Atlas S... Reviews ](https://www.g2.com/products/atlas-support/reviews) [ Atlas S... Reviews ](https://www.g2.com/products/atlas-support/reviews) # Atlas Support Features ##### ## Platform (13) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. A/B testing Allows users to test the efficacy of various responses through A/B testing. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (5) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Core Conversational Capabilities - AI Chatbots (3) Controlled LLM Response Generation Uses LLMs to generate dynamic responses within defined boundaries and business-safe content rules. Context Maintenance Within Sessions Maintains context across user turns in a single session to provide coherent, relevant responses. Natural Language Understanding & Intent Inference Understands varied user phrasing and infers intent without relying solely on keywords or scripts. Show More ##### ## Task & Flow Management - AI Chatbots (2) Scripted Dialogue & Decision Tree Support Supports building conversational flows using predefined paths, rules, and decision trees. Fallback Responses for Unknown Queries Provides fallback messages or guidance when the bot cannot understand or fulfill a query. Show More ##### ## Channels (1) Multi-Channel Coverage Software incorporates multiple digital communications channels. Show More ##### ## Design (3) Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Show More ##### ## Deployment & Embedding - AI Chatbots (2) API Access for Business System Integration Provides API access to connect with proprietary business systems or internal data sources. Web Widget & SDK Embedding Offers embeddable widgets or SDKs for integration into websites, apps, or third-party tools. Show More ##### ## Admin & Configuration - AI Chatbots (1) No-Code Conversation Design Allows non-developers to configure and design chatbot flows via visual or no-code interfaces. Show More ##### ## Responses (5) Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Data (2) Reliability Ensures consistent performance, delivering reliable outputs based on user prompts. Data Security Implements stringent measures to protect user data and ensure privacy. Show More ##### ## Interaction (5) Complex Query Handling Shows adeptness in comprehending and responding to complex or multi-part queries. Natural Conversation Facilitates natural and human-like conversations, delivering engaging interaction experiences. Understanding Demonstrates a sophisticated understanding of both written and spoken user commands. Context Management Exhibits proficiency in maintaining and utilizing context throughout a conversation. Customizability Offers a high degree of customization to meet individual user or business requirements. Show More ##### ## Learning (2) User Interaction Learning Features robust learning mechanisms, improving responses over time based on past user interactions. Error Learning Showcases the ability to recognize, correct, and learn from its own mistakes. Show More ##### ## Content Generation (2) Creativity Displays creativity in generating diverse, interesting, and contextually relevant responses. Content Accuracy Produces content that is accurate, factually correct, and relevant to the user's query. Show More ##### ## System (4) API Flexibility Evaluates the chatbot's ability to provide flexible APIs for custom integrations and functionality expansions. Update Frequency and Utility Regularly receives updates that contribute to continuous improvement of the product. Cross-Platform Compatibility Assesses the chatbot's ability to function seamlessly across various platforms and devices. Software Integration Seamlessly integrates with other platforms or software systems, enhancing overall utility. Show More ##### ## Generative AI (9) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - AI Chatbots (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Monitoring & Improvement - AI Chatbots (1) Feedback-Driven Response Optimization Enables tuning or updating chatbot behavior based on user feedback or admin input (non-live learning). Show More ##### ## Reliability & Safety - AI Chatbots (1) Guardrails & Content Controls Includes safeguards to restrict inappropriate responses and ensure compliant language use. 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