AtomicX mobile app

Overview

The AtomicX app for iPhone and Android lets you follow your team's live conversations from your phone and step in when the AI needs a person. It uses the same account as the admin console.

With the app you can:

See how many conversations are live and which ones need a person.
Take over a conversation, reply to the visitor, and hand it back to the AI or end it.
Whisper private guidance to the AI so it can carry on without you.
Get an AI summary of the conversation and suggested replies.
See who the visitor is: where they are, their device, where they came from, the pages they've looked at, and their past conversations.
Get a notification when a conversation needs a person.
Look back through ended conversations.
See how each of your chats is doing today.

Steps

Open the app and enter the email and password you use for the admin console. Tap Sign in.
If you have two-factor authentication turned on, enter the 6-digit code from your authenticator app and tap Verify.
If your account belongs to more than one workspace, pick the one you want.
Allow notifications when your phone asks, so you hear about conversations that need you.

To sign in with another account, tap Use a different account.

If the app says to confirm your email address, open the confirmation email we sent when you signed up and click its link (or use Resend link on the web sign-in page), then sign in again. See Sign up and activate your account.

See what's happening

Home shows Live now, Need you, Solved by AI, and Meetings booked (since midnight), and lists the conversations that need a person. When nobody is waiting, you see All clear.
Live lists every open conversation. Ones that need a person are at the top. Each one shows a label:
- Asked for a person, AI got stuck, or Hot lead when the AI asked for help and said why. Otherwise Needs you.
- You for conversations you've taken over, and Teammate for ones a colleague has taken over.
- AI while the AI is handling it.

See how each chat is doing

Open Agents to see one card for each of your active chat configurations (for example, your website chat and your sales chat). Each card shows how many conversations are live right now and, since midnight:

Solved: conversations the AI finished without anyone from your team replying.
Hand-offs: conversations that needed a person, even if they were later handed back to the AI.
Hand-off rate: the share of conversations that needed a person.

The Home tab shows the same agents with their live counts.

Take over a conversation

Tap a conversation on Home or Live.
Read the AI summary and the latest messages. When the AI asked for help, its reason is shown at the top.
Tap Take over conversation. The AI stops replying and the visitor sees that a team member joined.
Type your reply and tap send, or tap one of the replies under Suggested by AI to put it in the message box first.

To join without the visitor seeing a "joined" message, turn off Tell the visitor when I join in Settings. The visitor still sees your name on your replies. This setting also applies when you take over from the admin console.

Use saved replies

Saved replies are short answers your whole team can reuse.

In a chat, tap the button next to the message box.
Pick a reply. It goes into the message box so you can change it before you send.

Owners and Admins manage the list in Settings › Saved replies: tap + to add one, or tap a reply to Edit or Delete it. Everyone else can see and use the list.

If a conversation is waiting for a person and you'd rather the AI kept going, tap Let AI continue.

Whisper to the AI

Use this when the AI just needs a nudge, so you don't have to take over.

Open a conversation and tap Whisper to AI.
Write what the AI should say or do (for example, "Offer 10% off the yearly plan with code SAVE10"). The app may suggest a note for you.
Tap Send to agent.

Only the AI sees your note; the visitor never does. If the conversation was waiting for a person, it goes back to the AI, which answers the visitor straight away using your note. If the conversation is at a step that waits for the visitor (such as a form or a list of options), the AI uses your note when the visitor writes next.

Hand back or end

In the chat, tap Hand back.
Check the Note for the agent. The app suggests one based on the conversation; tap Edit to change it. Only the AI sees it.
Leave Mark as resolved off and tap Hand back to return the conversation to the AI. It answers the visitor's next message, using your note.
Or turn Mark as resolved on and tap End chat to close the conversation.

Teach the agent an answer

If you answered something the AI couldn't, you can add your answer to the agent's knowledge so it can answer the same question itself next time.

In the chat, tap Hand back.
Tick Teach the agent this answer. You'll only see this option when the conversation's agent uses a knowledge base.
Tap Hand back or End chat as usual.

The app doesn't make you wait. In the background, the AI turns the conversation and your note into a short question and answer, leaving out personal details such as names, emails, phone numbers, and order numbers. It's added straight away to the knowledge base the agent answers from, as a document named **Learned answer – ** followed by the question. The AI can use it within a minute or two, once it's processed.

If the conversation had nothing that would help other visitors (for example, a change to one person's account), nothing is added.

See who the visitor is

Tap the visitor's name at the top of a conversation. The Visitor page shows:

Email, when the visitor gave one.
Location, based on the visitor's browser time zone (for example, Sofia · Europe).
Device, such as iPhone · Safari.
Came from, the site that sent them, or Direct.
Visits, how many conversations they've had with you.
This visit, the pages they opened while the chat was open, with the current page marked.
Past conversations, with the date and how each one ended.

Look back at ended conversations

Open History to browse ended conversations, newest first. Search by name, email, or phone. Tap one to read it.

Set your availability

In Settings, under Availability, pick:

Available: you get notified about conversations that need a person, and auto-assign can send them to you.
Busy: you're only notified about replies in conversations you've already taken over. Nothing new is assigned to you.
Away: no notifications at all. Signing out of the app sets you to Away.

Get conversations assigned automatically

In Settings, turn on Auto-assign hand-offs.
Set Chats at once to the most conversations you want to handle together (1 to 10).

When a conversation needs a person, AtomicX holds it for the available team member with the fewest conversations, and only that person is notified (Assigned to you). It shows at the top of Live and Home. Open it and tap Take over conversation to start. If you don't take it over within 2 minutes, it moves to the next available team member. If nobody is available, everyone is notified as usual.

Anyone can still take over any conversation themselves.

Notifications

You get a notification when:

A conversation needs a person and you're Available. Choose which reasons alert you under Notify me when: Visitor asks for a person, AI gets stuck, and Hot lead detected.
A conversation is assigned to you.
The visitor replies in a conversation you've taken over (unless you're Away).
Any new conversation starts, if you turn on Every new conversation (only while you're Available).

Tap a notification to open that conversation.

Set quiet hours

In Settings, tap Quiet hours and turn it on.
Choose From and Until (in your phone's time zone). Hours can run past midnight, for example 22:00 to 08:00.

During quiet hours you get no notifications and nothing is auto-assigned to you.

Lock the app with Face ID or fingerprint

Open Settings and turn on Unlock with Face ID (or Unlock with fingerprint on Android).
Confirm with your face or finger.

The app then asks for it when it starts and after you've been away for 5 minutes. If it doesn't work, tap Sign in with password.

Sign out

Open Settings and tap Sign out under Account. To sign the app out on a phone you no longer have, use Signed-in devices in the admin console. See Account settings and branding.

Tips

The visitor details and page journey come from your website chat widget. Conversations from WhatsApp, SMS, or Slack show the channel instead of pages.
Pages are recorded without anything after a ? or #, so details like emails or discount codes in links aren't stored.
Solved by AI counts conversations that ended today without anyone from your team replying.
The AI summary, suggested replies, and suggested notes use your AI allowance, like other AI features. If your limit is reached, the app simply doesn't show them.
Whisper notes and hand-back notes are never shown to the visitor, and they aren't part of transcripts or emails.
Learned answers go into the knowledge base without review. Owners and Admins can check or delete them in the admin console, like any other document. See Add documents and websites.
Your note helps teaching: a clear note such as "We ship to EU countries only, in 3–5 working days" makes a better learned answer.
If your workspace is suspended for non-payment, the app signs you out and sign-in says the workspace is suspended. An owner or admin can restore it by paying the open invoice on Plan & billing in the web admin console. See Payments, invoices and account suspension.