Having the possibility of an AI chat specialized in Kerio Connect 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.
✅ "We are unable to send or receive emails, we can see in the logs a 4.3.0 mailbox busy error"
❌ "Email issues"
2. If ATLAS doesn't understand your question, rephrase it.
"Is Ventura fully supported and compatible with Kerio connect?"
ATLAS: "Can you please provide more details or ask differently?"
✅ "Is macOS Ventura supported for installing Kerio Connect server?"
❌ "Is Ventura fully supported and compatible with Kerio connect?"
3. If you are offered buttons, use them.
ATLAS: "Have I answered your question" (Yes) (No)
✅ <<Press the (No) button>>
❌ "I'm asking about the Kerio Connect Antivirus"
4. Don't ask for an agent without letting ATLAS try to solve your issue.
ATLAS has access to the entire knowledge repository, and is backed up by AI. Don't underestimate it!
ATLAS: "How can I help?"
✅ "I have an issue with one of our customers not receiving our emails."
❌ "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.