Facilio DocsHelpdesk Guide
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03Everyday work

Ask Atom

A chat assistant built into your helpdesk. Ask about your tickets and contacts in plain English, get help setting up the agent, or have Atom draft a scope of work for you.

Find it inAsk Atom (top of the menu)
2 sections3 how-to guides2 min readDownload .md

03.1What you can ask

Ask Atom is the first item in the menu. It knows your helpdesk's own data and how the product works, so you can skip the menus and just ask.

Group Use it to… Example prompt
Find Look up tickets and contacts "Show every urgent ticket that is still open and unresolved, sorted with the newest ones first"
Configure Set up the Intake agent "Add a WhatsApp channel to the Intake Agent and route incoming messages automatically"
Draft Write content for the agent "Draft a scenario for how the agent should respond to a power outage on multiple floors"
Help Learn how something works "How do tickets get created from calls and messages, and what do the different statuses mean?"

03.2Chat with Atom

How to ask Atom a question

  1. 1
    Click Ask Atom in the menu. Pick a group (Find, Configure, Draft or Help) to see suggested questions.
The welcome screen. Click a suggestion card to fill the box, then edit it if you like.
Fig. 03.1The welcome screen. Click a suggestion card to fill the box, then edit it if you like.
  1. 2
    Type your question, or click a suggestion.
Typing a question. Shift + Enter starts a new line.
Fig. 03.2Typing a question. Shift + Enter starts a new line.
  1. 3
    Press Enter or click the send arrow. Atom shows Thinking, then the answer appears word by word.
Atom answers with a table of the open tickets. Follow-ups below suggest what to ask next.
Fig. 03.3Atom answers with a table of the open tickets. Follow-ups below suggest what to ask next.

Answers can include tables, lists, links and copyable code. Click a Follow-up to send it straight away, or type your own into Ask a follow-up….

How to manage your chats

  • Start a new chat: click the blue + next to Chats.
  • Reopen a chat: click it in the Chats list. Each chat gets a title Atom writes for it.
  • Rename or delete a chat: hover over it, open the ⋯ menu and choose Rename or Delete. The same menu is at the top right of an open chat.

How to draft a scope of work with Atom

The scope tells your Intake agent what it should handle (see Intake agent). If you can't find a ready-made scope in the Scope Library, click Draft With AI there. Ask Atom opens with "Create a scope of work for " already typed. Finish the sentence, for example "…a hospital's facilities team", and send it.