Atom is an AI Assistant that helps users find the right answers from multiple knowledge sources or past conversations in Slack or MS Teams. Atom also helps in creating requests or reporting issues to appropriate teams when users need more help.
Setting up channels
You can configure routing for channel-based requests from employees. For example, if you want all requests from #ask-IT-anything to be sent to the IT workspace, you’d set that up here.
Atom can handle queries for as many business units or departments as possible. This means that IT and HR can have their own channels and configure topics for Atom to learn from in their own workspaces; Atom can understand queries based on IT or HR intent and route them to the appropriate team.
Adding a channel
- Navigate to Settings > Channels. Click on the View All option (If you see a number, it's the number of channels Atom is already a part of).
- Click on "Add" to add a new routing rule for Atom. You need to map which workspace you want to route requests to when you add a new channel.
Adding Atom directly to a channel
- If an employee adds Atom to a channel without setting up a routing rule, admins get notified so they can map it to a channel. Alternately, admins can navigate to Settings > Channels > Unmanaged channels to map unmanaged channels to workspaces.
- You can also set default routing rules for requests created in unmanaged channels - requests can either be routed to a workspace of your choice, or you can ask the requester to choose a workspace while creating a request.