Using Atom in Microsoft Teams

Atom brings a full portal-like experience directly into Microsoft Teams, so you can get answers, raise requests, track updates, and handle approvals without leaving the app you already work in.

Atomicwork uses your organization's Teams SSO login, so there is no separate sign-in required. Open the Atom app in Teams and you are ready to go.

Navigating the Teams app

When you open the Atomicwork app in Teams, you will see three tabs at the top:

• Chat: This is where all your conversations with Atom happen. You can ask questions, raise requests, troubleshoot issues, and browse the service catalog.
• Notifications: Status updates on all your requests appear here, including replies from service teams, assignment updates, resolution confirmations, and more. If you are an agent, you will also see notifications for requests assigned to you.
• Approvals: If you are a manager or admin and a request requires your approval, it appears here. You can approve or reject directly from this tab without navigating elsewhere.

Starting a conversation with Atom

Open the Chat tab to start a new conversation with Atom. You will see personalized prompts based on your role, team, and the kinds of requests people in similar roles commonly raise. Click any prompt to jump straight into that topic, or type your own question.

You can ask Atom to:

• Answer questions using your organization's knowledge base.
• Troubleshoot common issues step by step.
• Raise service requests, incidents, or time-off requests.
• Check the status of your open requests.
• Browse the service catalog to see what is available.

When Atom responds, you will see its reasoning process in real time, including what it is searching for, which tools it is using, and what it has found before the final answer streams in. This way, you know what is happening behind the scenes instead of waiting for a blank screen to populate.

Chat history and threaded conversations

Every conversation with Atom is saved as a separate thread. You can access your full chat history from the Chat tab and jump back into any previous conversation to continue where you left off.

Atom retains context within each thread. For example, if you were discussing a visit to the Chennai office and raised a visitor pass request in that conversation, asking "What's the Wi-Fi password?" in the same thread prompts Atom to search specifically for Chennai office Wi-Fi details because it knows what the conversation is about.

To start a fresh topic, begin a new chat. This keeps your conversations organized and ensures Atom applies the right context to each one.

Raising a request

When you describe what you need, Atom identifies the right service catalog item and opens the appropriate form. If you have already shared relevant details in the conversation, Atom auto-fills what it can so you do not have to re-enter information.

1. Type your request in the Chat tab, such as "I need a new mouse" or "I want to apply for leave."

2. Atom surfaces the matching form. Click it to review and fill in any remaining details.

3. Submit the form to log the request.

Atom can also handle multiple requests in a single conversation. If you ask for a new mouse and a leave request in the same message, Atom works through both by pulling catalog information, making recommendations, and surfacing forms as needed.

Receiving notifications

The Notifications tab keeps you updated on everything happening with your requests. You will see:

• When an agent is assigned to your request.
• Replies and updates from the service team.
• Status changes, such as in progress or resolved.
• Approval outcomes.

You do not need to check the Atomicwork portal separately. Updates flow into this tab so you can stay on top of things from Teams.

If you are an agent, notifications for requests assigned to you also appear here.

Notifications also appear in the Teams Activity feed on desktop and mobile.

Handling approvals

If a request requires your approval, such as a team member's leave request or a software access request, it appears in the Approvals tab.

1. Open the Approvals tab to see all pending items.

2. Click a request to review the details.

3. Click Approve or Reject to take action.

The requester is notified immediately, and the request moves to the next step in the workflow.

Troubleshooting app issues

Tips for getting the best out of Atom in Teams

• Be specific. The more detail you provide, the better Atom can help. "My VPN stopped working after I plugged a fan into my laptop" gets a more useful response than "VPN not working."
• Use threads. Keep related questions in the same thread so Atom can use the full conversation context. Start a new chat when you switch topics.
• Check the prompts. The personalized prompts on the Chat tab surface common requests for people in your role. They are a fast way to get things done without typing.
• Ask follow-up questions. You do not need to start over if Atom's first response does not fully solve your problem. Ask a follow-up in the same thread and Atom will refine its answer.