Support (Atlas)
Atlas is your AI customer success manager handling support tickets, customer health, and retention. Access Support from the sidebar.
Support has two tabs:
- Tickets: Support inbox (email, social DMs, website widget)
- Community: Social mentions, community engagement
Tickets Tab
Section titled “Tickets Tab”Support Inbox
Section titled “Support Inbox”All customer support requests in one place:
- Email inquiries
- Social DMs with support intent
- Website widget submissions
Ticket Categorization
Section titled “Ticket Categorization”Atlas automatically categorizes:
- Bug report
- Feature request
- How-to question
- Billing inquiry
- General feedback
AI-Powered Responses
Section titled “AI-Powered Responses”Atlas drafts answers using your knowledge base:
- Customer submits question
- Atlas searches Library for relevant knowledge
- Drafts answer based on documentation
- You review and approve
- Answer sent to customer
Message Intent Routing
Section titled “Message Intent Routing”Atlas detects intent and routes appropriately:
- Sales intent (pricing, demo) → Loot (Sales)
- Support intent (help, issue) → Atlas (Support)
Customer Support Flow
Section titled “Customer Support Flow”- Customer submits question via widget on your website
- Atlas analyzes question, searches Library
- Atlas drafts answer from documentation
- You see “1 ticket ready for approval” on Today
- Navigate to Support → Tickets
- Review Atlas’s drafted response
- Edit if needed, click “Send”
- Customer receives response, ticket resolved
Customer Health Scoring
Section titled “Customer Health Scoring”Atlas tracks customer health to predict churn:
| Component | Weight |
|---|---|
| Engagement | 30% |
| Support activity | 30% |
| Adoption | 20% |
| Sentiment | 20% |
Risk levels:
- Critical (<30): Immediate intervention
- High (<50): Proactive outreach
- Medium (<70): Monitor closely
- Low (70+): Healthy
Churn Detection
Section titled “Churn Detection”Atlas detects churn signals from support tickets:
- Creates churn risk event
- Triggers save sequence
- Sends WhatsApp alert
- Tracks save play outcomes
Knowledge Gap Detection
Section titled “Knowledge Gap Detection”Atlas identifies what customers ask that AI can’t answer:
- Logs low-confidence responses
- Aggregates into knowledge gaps
- Weekly digest: “Customers asked about X 12 times”
Helps identify training needs, content gaps, and product gaps.