Having the possibility of an AI chat specialized in Influitive to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your problem, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS, we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket, include details about the timeframe and the specific behaviour you require help with.
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✅ "Since the last sync on Monday, advocates are created with unexpected numerical usernames." ❌ "Salesforce sync issue" |
2. If ATLAS doesn't understand your question, rephrase it.
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"How do I exclude a group?" ATLAS: "Can you please provide more details or ask differently?" ✅ "I want to adjust my challenge targeting so that I exclude a particular group. How do I make this adjustment?" ❌ "How do I exclude a group?" |
3. If you are offered buttons, use them.
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ATLAS: "Are you an Advocate or an Admin?" (Advocate) (Admin) ✅ <<Press the (Admin) button>> ❌ "I am not an Advocate" |
4. Don't ask for an agent without letting ATLAS try to solve your issue.
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ATLAS: "How can I help?" ✅ "How can I adjust the colour of a Nav dropdown via custom CSS?" ❌ "I need an agent" |
5. Always review the related articles suggested by ATLAS.
6. Don't panic!
We know that ATLAS is imperfect, and we are 100% dedicated to improving it. If ATLAS cannot help you, and you confirm with the buttons that the solutions provided didn't help. It will eventually transfer you to an agent.