Conversations

Internal comments support threaded replies. Use the Reply action on a comment card to respond directly to it — replies nest one level under the thread root, notify the original author, and show @mention pills while you type.

A failed outbound email message shows a send-again icon right in the conversation timeline. Any agent with reply permission can click it to retry — safely, since guards prevent the customer getting a duplicate.

The Automation section in the conversation info panel lets you dry-run which automation rules would fire for a chosen trigger on this conversation (Preview), and see which rules actually ran on it, with their actions and outcomes (History).

Insert emoji into a reply from the composer's emoji picker — search by keyword, browse categories, or reuse recent picks — or type them directly with shortcuts like `:)` and `:name`/`:name:`.

Enable the 'Abandoned in IVR' filter to narrow the conversation list to voice calls where the caller hung up in the IVR before reaching a queue. Scopes to voice, works alongside other filters, and persists in saved views and URL params.

Export up to 50 conversations at once as PDF, Markdown, or plain text — with attachments bundled into a ZIP and optional toggles for internal comments and side conversations. Built for compliance handoffs and customer-facing archiving.

Compose a brand-new outbound conversation from the New Conversation dialog — pick a contact, a team, and (for email) CC recipients. The From address auto-resolves from the assigned team's channel, so you don't have to hunt for the right inbox.

How a mass reply is delivered on each channel — only email and SMS leave Atender — which conversations are refused, and why mass reply carries no attachments.

Fixes for common mass reply problems: missing button, unexpected recipient count, undelivered messages, wrong segment, and skipped voice conversations.

A Done conversation returns to Active when the customer comes back on the same thread, when a side-conversation reply arrives, when an automation rule reopens it, or when an outbound send fails for good.

Where a missing customer reply usually landed — a new conversation from broken email threading, the provider's spam filter, or a sibling contact record.

Why a conversation with new messages stays put in your list — sort mode is the usual cause — and how Snoozed conversations behave when the customer replies.

Mass reply is for known-affected segments only — the legitimate use cases, the risks, and the situations where it will do damage.

Compose one message and send it as a real reply on every selected conversation at once, delivered individually on each conversation's own channel.

Build a filter combination once in the filter panel, including Agent Stack conditions, save it under a name, and reapply it any time from the saved-views pop-up. Saved filters are personal — each user has their own.

Save a filter combination under a name and reapply it later from the saved-views pop-up (V) or the filter panel — no rebuilding the filter every morning. A saved view carries its filters and its sort.

Apply tags to a single conversation or many at once. Tags categorize what a conversation is about (refund, bug, billing) and unlock filtering, routing, and analytics.

Combine two or more conversations into one when a customer wrote in multiple times about the same issue. Select the conversations first — from the inbox list, Search results, or the Previous Conversations panel — then choose which one survives as the primary. Messages, comments, tags, and call history move onto it.

Flag a conversation to mark it for review — quality assessment, training material, follow-up. Flags are an Owner / Admin tool and appear as a red indicator on the conversation row.

Loop in a teammate, vendor, or external partner without the customer seeing it. Open the side conversations panel, choose Email or Slack, send the first message — replies route back into Atender.

Leave notes on a conversation that only your team can see. @mention a colleague to pull them in, or use !! to insert a snippet. Comments never go to the customer.

Common reasons a conversation seems missing — wrong tab, archived, merged, filter applied, or scope not granted — and how to find it.

When you open a conversation, the right side of the screen gives you everything you need without leaving the thread — contact details, AI suggestions, prior history, internal comments, side conversations, and tool docks.

Side conversations are private threads that live alongside the main conversation. Use them to loop in a colleague, escalate to engineering, or coordinate with an external vendor — all without the customer seeing it, unless you choose to CC them.

Every keyboard shortcut for the conversation list, the conversation view, and the reply editor — plus the global G-chords, the command palette, and the snippet/action/emoji typing shortcuts. Memorize the handful you'll use most (D, T, A, Z, Enter, Cmd-Shift-Enter) and your conversations-per-hour climbs significantly.

Every element you see on a conversation row in the inbox — avatars, tags, badges, indicators — and what each tells you. Use this when an icon or badge appears that you don't recognize.

Park a conversation until a specific time so it disappears from your Active inbox and reappears when you need it. Snoozes return when the timer expires OR the customer replies — whichever happens first — so you never miss a customer who writes back early.

Open the reply editor, write or insert a snippet, and send. Most conversations resolve on the first reply — Send and Close (Cmd+Shift+Enter) is the bread-and-butter shortcut to reply and mark Done in one action.

Mark Done when you've done your part — most replies should ride the Send and Close shortcut. If a customer replies to a Done conversation, it reopens automatically. You can also reopen manually.

Set how long Done conversations wait before auto-archiving. Default is a few days; tune shorter for chat-heavy teams and longer for email-heavy ones.

Select multiple conversations from the list and apply Mark as done, Assign, Add tags, Add to stack, Merge, Send mass reply or Add to monitor across all of them in one step.

Assign a conversation to an agent, a team, or both. Routing rules typically handle this automatically — manual assignment is for edge cases (escalations, handoffs, specialist consults). Press A to open the assignment picker.

Archived is the true terminal state — locked, no replies, customer must start a new conversation if they reach out. Most archives happen automatically via the resolution timer; manual archive is reserved for spam or one-shot conversations you're certain are finished.

Common questions about why a conversation has both a status (Active/Snoozed/Done/Archived) AND an engagement state (Pending/Engaged) — and how to use them together.

The common reasons you can't reply to a conversation — archived, assigned elsewhere, channel or contact problems — and what to check when one feels stuck.

The conversation list is Atender's main inbox — every customer interaction across email, chat, voice, SMS, WhatsApp, Messenger, Instagram lands here. One unified view, one workflow, no per-channel context switching.

Engagement state is the orthogonal axis to lifecycle status. Pending = ball in our court (needs reply). Engaged = ball in customer's court (we replied, waiting). It's deterministic — Atender computes it automatically — and it's what answers 'what should I work on next?'

Every conversation lives in one of four statuses — Active, Snoozed, Done, Archived — and flows between them through specific transitions. Done isn't terminal (customer replies reopen). Archived is. Master the lifecycle, master the inbox.

Conversation resolution is the timer that takes a Done conversation to Archived. It gives customers a window to come back and reopen, then locks the conversation when that window expires. Configurable per tenant — typically 1-3 days.