Getting the most out of CloudSense ATLAS Support Chat

Introducing ATLAS - Your First Step in Support

ATLAS is the latest addition to our support team, designed to provide immediate, automated assistance. While our support portal has always been the go-to for your queries, ATLAS revolutionizes the way you get help. Instead of navigating through various articles or waiting for a human agent, you can now interact with ATLAS, our AI assistant, which is poised to offer quick solutions and guide you through the right resources.

Getting Started

To begin, you still need to visit our support portal. What's new is that you can choose to initiate your conversation with ATLAS rather than searching for articles. Describe your issue in detail, just as you would to a human agent, and let ATLAS provide you with the fastest route to a solution.

Best Practices for Quick Resolution

Effective communication with ATLAS can significantly enhance your experience. To ensure that you receive the most accurate and efficient assistance, consider the following best practices when engaging with ATLAS:

• Send a single, and whole, message: Most of us are used to modern instant messaging, and it is not unusual to send several messages at once (e.g., you first send "Hello" and follow up with "How was your day?" in separate messages). ATLAS is still not good at multitasking and will perform better if you send a single message and wait for him to respond (e.g., send a single message saying "Hello, how was your day?").
• Detail the scenario: Provide a comprehensive account of the issue instead of general or vague descriptions like "error XYZ" or "can't access portal" E.g., "When I try to use feature X, while using Y settings, I receive an error message stating 'X' and cannot close it."
• Chronological order: Describe the events leading to the issue in the order they happened. This helps in diagnosing the problem more accurately, as some issues may stem from earlier steps in the process.
• Prior Attempts to Resolve: If you've tried certain steps to solve the issue yourself, include this information. It prevents redundancy and guides ATLAS towards alternative solutions.
• Include specifics: Provide details such as the specific steps you were taking, any error messages received, and the part of the system where the issue occurred. ATLAS has a better chance of success with more details.

By adopting these best practices, you empower ATLAS to provide more relevant and timely solutions, helping you get back to managing your business's essential operations swiftly. With each detailed interaction, ATLAS becomes an even more efficient tool in your support arsenal.

When You Need More Help - The Human Touch

Don't panic if ATLAS doesn't resolve your query immediately or if you only want to speak with a human. ATLAS is designed to collect all relevant information and escalate the matter to our human agents, who are highly trained product experts. ATLAS is designed to transfer you to a human when it cannot answer your questions, and you can rest assured to expect a seamless transition from ATLAS to an agent.