What's new, shipped.
Every feature, fix and improvement we ship to the Atender platform — straight from the team, in plain language.
129 updates
- NewInbox
AI summaries for email attachments
Attachment previews now show a short AI-generated summary of the file's contents directly in the conversation, visible only to agents.
- ImprovedAI Assistant
AI assist reads internal notes
The AI voice assistant now also picks up details added as internal notes, not just customer messages.
- ImprovedCalls & Voice
Better non-English voice transcripts
Voice transcripts are now more accurate in non-English languages.
- ImprovedKnowledge Base
Cleaner article reordering UI
Reordering Help Centre articles is cleaner, with the drag handle no longer overlapping the article title.
- ImprovedInbox
Cleaner saved reply spacing
Saved replies (snippets) now render with consistent, even spacing and no irregular gaps.
- ImprovedEmail
Clickable links across reply channels
Links in email replies now remain clickable for customers on conversations that didn't originally start by email.
- ImprovedPlatform
Form imports keep all fields
Imported forms now keep all of their fields, languages and design intact instead of being saved empty.
- ImprovedKnowledge Base
Help Centre articles open at top
Opening a Help Centre article now takes you to the top of the page instead of partway down.
- ImprovedChat & Widget
Re-prompt sign-in mid-chat
If your sign-in expires partway through a chat, you'll now be offered the sign-in option again right away.
- ImprovedCalls & Voice
Reliable call transfers to humans
Transferring a call to another human agent now connects reliably, and test calls work as expected.
- ImprovedInbox
Reopen on reply after done
When a customer replies after a ticket was marked done, the ticket now reliably reopens so follow-ups aren't missed.
- NewAI Assistant
Customer history summary
One-click AI summary of a customer's entire history across email, chat, calls and notes, shown at the top of their profile. Runs only on demand, defaults to the customer's language, with one-tap translate and regenerate.
- NewInbox
Failed-message indicator
You now see a clear indicator when a message fails to send, so nothing slips through unnoticed.
- NewReviews
Google review photos pulled in
Photos attached to Google reviews are now pulled in automatically alongside the review.
- NewInbox
Inline web-form attachments
Photos and files sent through your web forms now appear inline in the conversation — view them and click to enlarge.
- ImprovedChat & Widget
Chats no longer go quiet
Fixed a rare issue where a chat conversation could stop getting replies — conversations now keep flowing reliably.
- ImprovedCalls & Voice
Hold: language prompt now plays
The option to continue in another language is now offered to callers while they're waiting on hold.
- ImprovedReviews
Late Google reviews captured
Google reviews that arrive a little late are now reliably captured and turned into a conversation.
- ImprovedInbox
Shortcut & typing fixes after a call
Keyboard shortcuts no longer fire unexpectedly right after handling a call, and typing no longer stops mid-message while writing an email.
- ImprovedEmail
Side-conversation deliverability
Replies sent from side conversations are more likely to land in the inbox (not spam), and responses route back to the right place.
- NewKnowledge Base
Drag-to-reorder categories
Drag to reorder categories and subcategories, and switch between manual and alphabetical ordering — the same order your visitors see.
- NewKnowledge Base
Filtered category sections
Category Grid and List sections can now be filtered to show only the categories you choose, instead of always showing everything.
- NewAnalytics
Knowledge analytics
New Knowledge area in Analytics — see Help Centre traffic, what people search for, and how your AI knowledge is used. Filter by language and market.
- ImprovedKnowledge Base
Emoji icon search works
Searching for emojis in the icon picker now works properly — type 'dog', 'heart' or 'fire' and you'll find the right one.
- ImprovedInbox
Reliable reply links
Adding a link in a reply is now reliable, with a cleaner pop-up where you can set both the web address and the display text.
- ImprovedKnowledge Base
Similar-title article save
Fixed an issue where creating an article with a title similar to an existing one could fail — new articles now save reliably.
- NewEmail
Forward recipient shown in timeline
When you forward an email out from a ticket, the timeline now shows who you sent it to, so it's clear at a glance where the message went.
- ImprovedKnowledge Base
Brand-colour links on mobile
Help Centre article links now keep your brand colour on phones and narrow screens, just like on desktop.
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