Set a Market on an email inbox
Email channel settings include a Market dropdown. Setting it tells Atender which customer market every conversation from that inbox belongs to — useful when a whole inbox (say, a country-specific support address) always serves the same market and you don’t want to rely on the customer stating one.
What it does
When a Market is selected on an email inbox:
- Every new conversation created from that inbox is stamped with the configured market, recorded with source channel.
- That market biases knowledge-base retrieval, so answers surface content scoped to the right market first.
- That market biases routing, so conversations can be steered toward the team or Agent Stack configuration for that market.
- Conversations stamped this way are counted in the Self-service by market chart on the Agent Stack analytics page, under the “Derived” portion of each market’s bar.
This is a per-inbox default. It applies to conversations created from that inbox, not retroactively to conversations already in progress.
Where to find it
- Go to Settings → Email.
- Open the inbox (email channel) you want to configure.
- In the channel settings, locate the Market dropdown.
- Choose the market that best represents the customers this inbox serves.
- Save the channel settings.
What happens if you don’t set a market
Not every inbox needs a market — plenty of inboxes serve a mixed or global audience. If the Market dropdown is left unset:
- If your tenant has the language-based market fallback enabled, Atender can derive a market from the customer’s language on the inbound email, but only for languages that map unambiguously to a single country (for example, languages spoken in exactly one market). Languages that are common across several markets (such as Spanish, French, Italian, or Dutch) are deliberately not used for this fallback, because guessing wrong would be worse than not guessing. Conversations stamped this way carry source language — a weaker signal than an explicit inbox market or a visitor-stated market, so it still biases knowledge-base retrieval but is never used to hard-route.
- If the fallback isn’t available (the flag is off, or the customer’s language doesn’t map to a single market), the conversation has no market at all and is counted as “No market” in analytics.
In short, the precedence is: inbox market (if set) wins, then the language fallback (if enabled and unambiguous), then no market.
How this differs from Web Chat / knowledge-base markets
This inbox-level Market setting is a channel default, separate from the market concept described in Markets vs. languages, which covers markets that come from the visitor directly (explicitly stated) or from knowledge-base context. Those visitor- and KB-driven markets are a stronger, “Stated” signal and are used for hard routing as well as retrieval.
The email inbox market — and its language-derived fallback — are weaker, “Derived” signals scoped to email specifically. They exist so that inboxes without an explicit per-conversation market still get sensible knowledge-base and analytics behavior, without overriding markets that a visitor or the knowledge base has already established elsewhere. Both concepts feed the same Self-service by market chart, which shows a Stated segment, a Derived segment, and a No-market segment for every market.
A note on reserved values
Atender reserves an internal sentinel value used to represent “no market” in analytics. You cannot select or type that reserved value as an inbox’s market — it’s rejected regardless of how it’s capitalized.