The Amazon channel
The Amazon channel is an early-access integration for Amazon sellers who want to manage buyer messages in Atender alongside every other support channel. You connect your Amazon Seller Central account via OAuth, and Amazon’s buyer-message notifications flow into Atender as conversations.
Early access. This channel is being built out. The inbound flow works end-to-end today, but outbound messaging from Atender back to the buyer via Amazon’s APIs is not yet shipped. Talk to your account team before relying on Amazon for production support.
What works today
- Connect a seller account. Open Settings → Amazon, click Connect with Amazon, complete Amazon’s Login with Amazon (LWA) OAuth flow, and link a seller account to your Atender tenant.
- Multiple seller accounts per tenant. Connect more than one account if you operate across regions or storefronts.
- Per-account team assignment. Each connected account routes inbound conversations to a default team you pick.
- Inbound buyer messages. Atender receives Amazon’s buyer-message notification emails, parses them, looks up the related order, and creates a conversation tied to that order’s buyer.
- Order-linked conversations. When a buyer reaches out about an order, Atender resolves the order context — order ID, items, marketplace — and attaches it to the conversation so the agent has the basics without leaving Atender.
- Status tracking. Each connected account shows a status badge: Healthy, Re-auth required, or Disabled. Re-authentication uses the same OAuth flow.
What is NOT shipped yet
- Outbound messaging from Atender via Amazon’s API. Agents can read and triage inbound, but sending a reply back through Amazon’s buyer-seller messaging API is not yet wired. Reach out to your account team for the current workaround if you need to send replies today.
- Order modification. Reading order context is supported; writing back to orders (cancel, refund initiation, etc.) is not part of the channel.
- Catalog browsing inside the conversation. SP-API catalog access exists on the backend but is not surfaced in the agent UI.
- Settlement and finance data display. Same as catalog — backend access exists, no UI surface.
How it fits
When inbound works, an Amazon conversation behaves like any other Atender conversation. It carries the same lifecycle (Active, Snoozed, Done, Archived), it can be assigned, tagged, and merged, and it surfaces in the same inbox views your team uses for Email and Web Chat. The difference is the order-context block, which is specific to Amazon conversations.
How to know if Amazon is right for you
Connect Amazon today if:
- You run an Amazon Seller Central operation and want buyer messages visible alongside other channels.
- You’re OK with inbound-only as the channel matures.
- Your support workflow can absorb the outbound limitation (for example, you reply through Seller Central directly while Atender tracks the conversation).
Wait if:
- You need fully two-way handling inside Atender as a hard requirement for go-live.
- Your buyer-message volume is so high that working outside Atender for replies is impractical.
Where to start
If your account team has enabled Amazon for your tenant:
- Open Settings → Amazon.
- Click Connect with Amazon and complete the LWA OAuth flow.
- Pick the marketplace, optional store name, and a default team.
- Save. Inbound buyer messages will start arriving as new conversations.
If you don’t see Settings → Amazon in your tenant, contact your account team — the channel is gated and may not be enabled for every workspace.