What's new, shipped.
Every feature, fix and improvement we ship to the Atender platform — straight from the team, in plain language.
200 updates
- NewKnowledge Base
Add survey guidance and examples
You can now add a short description below a survey question and example text in an empty answer box.
- NewKnowledge Base
Add videos to Handbook
You can now upload a video to a Handbook entry or link a YouTube or Vimeo video for readers to play.
- NewKnowledge Base
Correct translated Help Centre text
You can now correct translated section names, section descriptions, and Help Centre labels while preserving your text through future translation runs.
- NewPlatform
Floating status widget
You can now display the status widget as a floating button on your website, with incident updates available in a small panel.
- NewKnowledge Base
Improved Help Centre header design
You can now show the market and language by name in the Help Centre header and access more design options in the Design tab.
- NewInbox
Resize reply box
You can now drag the top edge of the reply box to your preferred height, and Atender remembers it after a reload.
- NewInbox
Sort conversations by wait status
You can now sort conversations by waiting for a first reply or waiting for a follow-up, including in team views.
- NewPlatform
Status page custom notice
You can now add a notice below the status page subscribe form in every language.
- NewPlatform
Status page uptime history
You can now show each service's uptime over the last 90 days on your status page with a bar for each day.
- NewPlatform
View issue reporters
You can now see who reported each Issue on the Atender support page and filter My Issues to your own reports.
- ImprovedPlatform
Faster sign-in and inbox
The sign-in page and inbox now load faster, especially on slow connections.
- ImprovedInbox
Fixed merged contact saves
Conversations no longer show a deleted contact or fail to save after an agent merges two contacts.
- ImprovedCalls & Voice
Fixed waiting call assignment
Agents who choose Assign to me on a waiting call now receive both the conversation and the call.
- ImprovedInbox
Improved phone number handling
Phone numbers are now entered consistently across screens, displayed with their country flag, and used to set a contact's country.
- NewKnowledge Base
Add Help Centre surveys
You can now create short surveys and add a “Was this helpful?” survey to Help Centre articles, with results showing article helpfulness and gaps in a localized experience.
- NewKnowledge Base
Customize Help Centre homepage
You can now showcase selected sections, a “New” badge, and a list of picked articles on the Help Centre home page.
- NewKnowledge Base
Display search results as cards
You can now show search results and product pages as cards with category and tag information.
- NewKnowledge Base
Expand article layout options
You can now add side columns, short-answer boxes, product chips, numbered step cards, and Related articles blocks to Help Centre articles.
- NewKnowledge Base
Restore Help Centre versions
You can now preview and restore earlier Help Centre designs from the Versions tab.
- NewPlatform
Send surveys from automations
You can now send a survey by email through an automation rule, with one-click responses added to the conversation and able to populate a conversation field.
- NewAI Assistant
Set channel-specific reply styles
You can now configure greetings, sign-offs, signatures, and behavior separately for email and web chat and messaging, with a preview that switches between Email and Webchat.
- ImprovedAI Assistant
Fix status page links
Status page links in Agent Stack answers and Help Centre status blocks now open the correct page.
- ImprovedInbox
Keep SLA running after handover
Conversations handed over by AI to a team now retain a running SLA, including after new customer emails are merged into them.
- NewPlatform
Build from channel Overview
You can now open an Overview from Build to see every support channel, where each one routes, and issues that need fixing.
- NewEmail
Choose email connection method
You can now choose between forwarding your support mailbox to send replies from your own address or connecting your own email domain during setup.
- NewAnalytics
Compare channels side by side
You can now compare channels side by side in Are we keeping up?, and Custom Reports can include satisfaction ratings.
- NewAnalytics
Export Analytics pages as PDF
You can now export an Analytics question page as a PDF with all charts included.
- NewCalls & Voice
Group Overview by team
You can now view the Overview by channel, team, or queue to see team members, online status, and where conversations and calls arrive.
- NewKnowledge Base
Set block-specific dark colors
You can now set a separate dark mode color for each block color in your Help Centre.
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