Atom Cortex books, quotes and qualifies on WhatsApp. When a person is needed, it opens the conversation in your Genesys Cloud via Open Messaging and assigns it to your Genesys flow with the customer's history and data.
Cortex doesn't replace your contact center's AI: it works earlier, on WhatsApp, where the customer wants to get a quote, book or buy without waiting. What it can't resolve reaches your Genesys flows already qualified.
Cortex handles WhatsApp. When it escalates, it opens an Open Messaging conversation in your Genesys Cloud and your Architect flow routes it to the queue you already defined, with the customer's data attached.
AI with memory and context that handles, qualifies and transacts on WhatsApp. Only what needs a person reaches Genesys.
Hi, I'm looking for a used SUV, 2018 or newer.
Do you have financing options?
Hi Mariana, I'm Laura. I see you're looking for a 2018 or newer SUV with financing: here are two options.
Great, thank you so much.
2 messages from Mariana on WhatsApp
Used SUV purchase, with financing
Wants 2018 or newer, medium urgency
Conversation in the Genesys inbox
Cortex reads the conversation, summarizes it, detects the intent and transfers to Genesys. The agent gets the full history and the customer doesn't repeat anything.
Cortex transacts inside the WhatsApp conversation: it books appointments, takes orders and logs everything in your CRM.
Cortex understands the intent and decides whether to resolve it alone or escalate it to the right Genesys flow.
Cortex replies at any hour, qualifies the request and transfers to Genesys only what needs a human.
Cortex works with the rules you define and Genesys remains your routing and reporting system. Every handoff leaves a trail.
We set it up with your IT team inside your Genesys Cloud organization, without touching the operation you already have.
We create the Open Messaging integration and link it to an Architect inbound flow. It takes a few minutes to set up.
We agree on which topics Cortex resolves, which go to a person and which Genesys flow they're assigned to, by agent group.
We load your catalog, prices and FAQs so it replies with your business information.
Atom also connects with HubSpot and Talkdesk, plus Meta and Google. WhatsApp becomes part of your whole stack, with end-to-end traceability.
It uses Open Messaging. Atom connects your WhatsApp number and, when Cortex escalates, creates the conversation in Genesys Cloud through an Open Messaging integration. Your Architect flow receives it like any other messaging interaction.
In their Genesys inbox: the full conversation with the AI and the general contact information that already lives in Atom. When they close it with a disposition, what they captured goes back to Atom.
Your team stops working in two inboxes. The WhatsApp conversation enters Genesys with Atom's context, the agent no longer looks up the customer by hand and what they log in Genesys goes back to Atom.
Your team. Together we define which topics Cortex resolves and which always go to a person. From there, Genesys assigns the conversation with your own routing rules. You can adjust those rules whenever you need.
No. Cortex works earlier, on WhatsApp: it books, quotes, takes orders and re-engages. What needs a person enters Genesys, where your team keeps using its usual tools.
Voice calls, conversations the agent starts from Genesys, and sending to Atom interactions that start directly in Genesys, outside Atom.
A Genesys Cloud CX 2 license or higher, or a license with the digital add-on; voice-only licenses aren't compatible. And admin access to create the Open Messaging integration and link it to an inbound flow. Our team guides you through the setup.
The Professional plan costs USD 1,100 per month and includes 3 WhatsApp numbers, unlimited users and 5,500 conversations. The Enterprise plan is tailored. Both include AI components and integrations.
