How to Make the Best Use of the Kandy ATLAS Support Chat – Kandy

Having the possibility of an AI chat specialized in Kandy 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 issue, 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.

✅ "How do I reset 'Poly VVX 250' to the factory defaults?"

❌ "reset phone"

2. If ATLAS doesn't understand your question, rephrase it.

"How do I delete a device?"

ATLAS: "Can you please provide more details or ask differently?"

✅ " I am attempting to remove a device by its MAC address from the KBS Portal, but I am unable to do so. How can I fix it?"

❌ "How do I delete a device?"

3. If you are offered buttons, use them.

ATLAS: "Is this question related to STaaS?" (Yes) (No)

✅ <<Press the (Yes) button>>

❌ "I'm asking about the routing"

4. Don't ask for an agent without letting ATLAS try to solve your issue.

ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!

ATLAS: "How can I help?"

✅ "I have an issue with one of our customers not receiving our faxes."

❌ "I need an agent"

5. Always review the related articles suggested by ATLAS.

6. Don't panic!

We know that ATLAS is not perfect and we are 100% dedicated to improving it. If ATLAS is unable to help you, and you confirm with the buttons that the solutions provided didn't help. It will eventually transfer you to an agent.