Glossary & FAQ
Quick definitions of the words you'll see in Facilio Helpdesk, and answers to the questions teams ask most.
13.1Glossary
| Term | What it means |
|---|---|
| Atom | The AI inside Facilio Helpdesk. The ✦ sparkle marks anything Atom did |
| Intake agent | The AI agent that answers tenants on calls, WhatsApp, the web widget and email, and raises tickets |
| Dispatcher agent | The AI agent that assigns each ticket to the best technician, using your dispatch policies |
| Dispatch policy | A rule, written in plain language, that decides which technicians qualify for a ticket and how they're ranked |
| Scope of Work | What the Intake agent handles and where it draws the line |
| Scenario | An example question and answer that teaches the agent how to respond to a specific request |
| Playground | The test area on the Intake page where you call, message or chat with your agent |
| Web widget | The chat and call button you add to your website or tenant portal |
| Tone | Atom's read of how a tenant felt: Urgent, Frustrated, Concerned, Calm or Satisfied |
| Urgency | How quickly a ticket needs action: Emergency, Urgent or Not urgent |
| Data source | A connected system, such as Facilio CMMS, that tickets or technicians sync in from |
| Dataset | One module from a data source, mapped into Tickets or Technicians |
| Credits | The allowance your AI agents use for each conversation |
| Trial number | The phone number provided during your free trial. It only answers numbers you've verified |
13.2Frequently asked questions
Do we have to type tickets in?
No. The Intake agent raises a ticket at the end of every conversation, and tickets can also sync in from your existing tools through Data Sources.
Which channels can tenants use?
Phone calls, WhatsApp, email, and the chat or call widget on your website. Each channel is switched on from the Intake page.
Which languages does the agent speak?
Arabic (Egyptian, Emirati and Saudi), English (American, Australian, British, Indian and UAE), mixed English & Arabic (UAE) and Hindi. Choose the language on Intake › General.
Can we hear the agent before tenants do?
Yes. Use the Playground on the Intake page to call, WhatsApp or chat with your agent in the browser. During the free trial you can also verify your own phone number and call the trial line.
How does Atom decide who gets a ticket?
It follows your dispatch policies. For each ticket it picks the policy that applies, removes technicians who don't meet its requirements, scores the rest on skill, availability, proximity, performance and cost, and puts forward the highest score. Open any ticket and click How Atom decided to see every step.
Can we override Atom's choice?
Yes. On any ticket, click Other matches and assign a different technician. When Atom only recommends a technician, nothing happens until someone clicks Assign.
How many dispatch policies can we have?
Up to five. You change a policy by asking Atom in plain language, and you can test it on a real ticket before it assigns anything.
Where do technicians come from?
They sync from the system your workforce already lives in, such as Facilio CMMS. Set this up in Settings › Data Sources.
How do we add the chat widget to our website?
Create a widget on Intake › Web Widget, copy its embed code, and paste it into your site. Your web team also adds a signing key once, in Settings › Web Chat Keys.
Can conversations be translated?
Yes. In the Inbox, click Translate to… on any conversation in another language. Atom translates the transcript and the summary.
Where can we see how many credits we've used?
In Settings › Credit Usage, or click the credits chip at the top of any page.
We found a problem. Who do we tell?
On Home, click Having an issue? under Quick links, choose the feature and describe the problem.