Channels

The Amazon channel is an early-access integration for Amazon sellers. Connect your Seller Central account, and buyer-message emails from Amazon arrive in Atender as conversations linked to the relevant order.

Use your tenant API key with the issues:read and issues:write scopes to create, list, fetch, and update issues in your Atender issue tracker directly from your own application.

The full list of webhook event types your subscriptions can listen to, grouped by what they're useful for.

Create a webhook subscription with POST /api/v1/webhooks. You pick the events you want, give Atender a URL, and your server starts receiving signed event payloads.

Create a conversation programmatically with POST /api/v1/conversations/outbound. Pass an externalReference for idempotent retries, a contact, a subject, and optionally the channel, tags, and custom fields.

Use a built-in channel (Email, Web Chat, Voice, SMS, WhatsApp, Messenger, Amazon) whenever one fits. Use the API only when you have a touchpoint outside Atender's supported channels.

Atender's v1 REST API lets you create conversations programmatically and subscribe to webhook events for outbound notifications. Authenticated with tenant API keys — no separate channel UI to configure.

Create a custom channel to connect your own order system, review site, Zapier zap, or any other system to Atender over a webhook. Covers naming the channel, the one-time secret, the ingress URL, routing, test sends, delivery logs and resend, secret rotation, and auto-disable on repeated failures.

Create inbound endpoints on a custom channel, secure them with a shared secret or HMAC signature, map an arbitrary sender payload onto Atender's conversation and message fields with a live preview, and review or replay delivery history.

A failed outbound email now shows on the message, in a conversation banner, and in the inbox preview. Follow the link to the Deliverability activity log to see the real error code and reason, grouped by recipient.

Email channels routed to an Agent Stack can now serve several markets from one inbox. Learn how to assign multiple markets and how Atender decides which one stamps a given conversation.

Turn on account-wide detection for out-of-office replies, bounces, and other automatic mail, fold it out of the conversation thread, and stop it from reopening closed conversations.

Email channel settings include a Market dropdown. Selecting a market stamps it onto every conversation created from that inbox, which biases knowledge retrieval and routing and feeds the 'Self-service by market' analytics chart.

Set an email channel's Route To to an Agent Stack so the orchestrator answers inbound mail. Covers the two reply-delay floors and the guard that stops the AI from replying to autoresponders, OOO messages, bounces, and spam.

An email domain needs MX, CNAME, and TXT records to verify in Atender. This page explains what each record does and why all three are required.

Every domain in Settings → Email carries a status: Pending, Active, Failed, or Disabled. Each one means something specific about what Atender will and won't do with that domain.

Add the MX, CNAME, and TXT records Atender generated at your DNS provider, then wait for the status to flip from Pending to Active. Verification can take minutes to a few hours depending on DNS propagation.

Set the From name and From email customers see when they receive replies. These are per-channel settings on the email address row in Settings → Email.

Connect a sending and receiving domain to Atender. You pick a region (US or EU), enter the domain, and Atender generates the DNS records you'll add at your provider.

If customer emails don't appear in the inbox, the cause is almost always one of: the domain isn't Active, mail is being delivered to a different mailbox, or the sender is being filtered as spam.

Verification fails when Mailgun can't confirm one or more of the required DNS records. Almost always a typo, a truncated TXT record, or partial setup.

Atender's Email channel runs on your own domain, with Mailgun handling delivery. You can configure multiple domains per tenant, each pinned to a US or EU data-residency region.

Connect a WhatsApp number directly to Meta. Customer WhatsApp messages open conversations in the inbox, and agents or an Agent Stack answer them.

Create a Meta channel in Atender, log in through Facebook OAuth, pick the Page you want to connect, configure routing, and save. Messages to the Page now arrive as conversations in Atender.

The Messenger channel connects your Facebook Pages to Atender. Customer messages from each connected Page flow into the same inbox as Email, Web Chat, and every other channel.

When agents send a proactive SMS without specifying a sender, the default outbound number is used. Pick one from your assigned numbers in Settings → SMS.

Route incoming SMS to a team, an AI agent, or the general inbox. Each assigned number gets its own routing, configured from Settings → SMS.

SMS is Atender's text-message channel. Numbers are assigned to your tenant by your account team; you configure routing from Settings → SMS.

Make an agent's accent softer for English-speaking callers. An admin turns it on for a call queue, and each agent turns it on for themselves in Preferences.

Give a queue a Max hold limit, then chain queues together so a caller who waits too long moves to the next line — or is offered a call back.

Offer a waiting caller a move to another queue when a wait threshold is met. The caller accepts by pressing 1.

Choose whether call queues answer strictly in arrival order, prioritize live calls, or prioritize callbacks, using the tenant-wide Call queue order setting in Call queues and hold music.

The IVR builder ships 17 node types organized into Actions, Routing, and Terminals. Each node represents a real step in a call — speak a message, gather digits, branch on a condition, send to a queue, hang up.

Route calls to your support queue during business hours; outside business hours, play an after-hours message and send the caller to voicemail. A common starter pattern.

Create a queue in Settings → Voice → <number> → Queues, pick the team that serves it, set wrap-up and Max hold, and then reference the queue from your IVR's Send to Queue node.

Recording is configured at the tenant level as a default, with overrides on Send to Queue nodes for paths that should always or never record. Atender plays a consent message before recording starts and lets callers opt out.

Pick the voice that speaks your IVR's Say Message and Customer-First greeting text. Voices are configured per language — Atender's catalog includes Twilio-renderable Amazon Polly voices plus Google Chirp3-HD voices where Twilio supports them.

What callers hear while they wait — silence, music, or a ring tone, plus queue announcements — is set once for every queue and can be overridden per queue.

Callback lets a caller hang up instead of waiting on hold — when an agent is free, the agent calls them back. Configure it on the Callback tab of your phone number, then offer it from a Callback Queue node in your IVR, automatically while callers wait, at the end of a queue's Max hold, or any combination.

Open the IVR builder, drag nodes from the palette, connect them with edges, and configure each node from the side panel. Save when validation passes.

A phone number can route through an IVR flow, or have the flow removed to fall back to the number's non-IVR routing. Assign the flow from the number's voice panel — pick from existing flows, or create a new one from the same screen.

Provision a phone number for a country you serve. You pick the country, submit any compliance details the country requires, and Atender submits the request for provisioning. Numbers don't appear instantly — most go through a regulatory review.

If callers reach a generic message instead of your IVR flow, the cause is almost always one of: the number is not answered by an IVR flow or Agent Stack, the flow failed validation, or the number is still Provisioning.

The Voice channel is Atender's cloud call center, powered by Twilio. Tenants provision phone numbers, design IVR flows, configure queues and callbacks, and route to human teams or AI voice agents — all from a single interface.

Turn on 'Expandable chat window' in a widget's General settings to give visitors a header control that enlarges the chat window to about 480px wide and 90% of viewport height, clamped to their screen.

Every Web Chat channel switch sends a confirmation link to the email address or phone number given, and the conversation moves only when the visitor presses Confirm on the page the link opens. There is no setting to turn this off.

Turn on the 'Share page location with Agent Stacks' toggle in Web Chat widget settings so the AI can see which page a visitor is chatting from and skip asking which product or module they're in.

Hand Web Chat conversations to an Agent Stack to handle autonomously, with human escalation when needed. Configured in the widget's Routing tab.

Copy the embed snippet from the Installation tab and paste it into your site's HTML — typically just before the closing </body> tag. The widget renders automatically on every page where the script loads.

Match the widget to your brand — primary color, dark-mode palette, bubble colors, launcher icon (or team-photo launcher), background and input-box colors. All in the Appearance tab.

Create a new widget in Settings → Web Chat, name it, pick a primary language, set the welcome message and primary destination. Everything else can be configured tab by tab afterwards.

When a visitor's connection drops mid-conversation, Atender emails or texts them a confirmation link so the thread can continue on email or SMS. Configured per widget under Channel Switching, with a minimum 300-second timeout. Nothing moves until the visitor opens the link.

Let visitors move a chat to email or SMS mid-conversation. Pick which of the two the widget offers, in the widget's Channel switching tab. Every switch waits for a confirmation link.

Set a primary language for the widget and add as many secondary languages as you need. Each language can override the welcome message, input placeholder, and system text.

Collect the visitor's name, email, phone, or any custom field before the conversation starts. The answers are attached to the conversation and the contact, so your agents have context from the first message.

If the launcher doesn't show up, it's almost always one of: the widget is disabled, the script didn't load, the snippet's data-widget-id is wrong, or a content-security policy is blocking the script.

Web Chat is the embeddable chat widget you place on your website. Each widget has its own settings — branding, routing, channel switching, languages — and you can run multiple widgets per tenant.