# 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 in:** Ask Atom (top of the menu)

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/ask-atom/*

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## What 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?" |

## Chat with Atom

### How to ask Atom a question

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.](https://facilio.com/help/helpdesk-guide/screens/how-ask-atom-ask-1-suggestions.webp)
*Fig. 1 — The welcome screen. Click a suggestion card to fill the box, then edit it if you like.*

2. Type your question, or click a suggestion.

![Typing a question. Shift + Enter starts a new line.](https://facilio.com/help/helpdesk-guide/screens/how-ask-atom-ask-2-typed.webp)
*Fig. 2 — Typing a question. Shift + Enter starts a new line.*

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.](https://facilio.com/help/helpdesk-guide/screens/how-ask-atom-ask-3-answer.webp)
*Fig. 3 — Atom 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.

> Deleting a chat removes it straight away, without asking you to confirm.

### How to draft a scope of work with Atom

The *scope* tells your Intake agent what it should handle (see [Intake agent](https://facilio.com/help/helpdesk-guide/intake/#how-to-add-to-the-agents-scope-of-work)). 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.