Conversations
Conversations
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- Intermediate5 min readMay 19, 2026Send a mass replyCompose one message and send it as a real reply on every selected conversation at once. Each reply goes out on the conversation's own channel, is delivered individually, and is logged on the thread — so use it only for known-affected segments, never for outreach.How To
- Beginner3 min readMay 11, 2026Save a filter combinationBuild a filter combination once, save it under a name, and switch to it any time with one click. Saved filters are personal — each user has their own.How To
- Intermediate3 min readMay 11, 2026Saved filtersSave your favorite filter combinations as named filter sets. Switch between 'my queue', 'team escalations', or 'untagged stale conversations' with one click — no rebuilding the filter every time.ConceptGetting Started
- Beginner3 min readMay 10, 2026Tag a conversationApply 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.How To
- Intermediate4 min readMay 10, 2026Merge conversationsCombine two or more conversations into one when a customer wrote in multiple times about the same issue. Open the primary conversation, launch the Merge dialog, and pick the others to fold in — messages, tags, and history consolidate into the survivor.How To
- Beginner2 min readMay 10, 2026Flag a conversationFlag 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.How To
- Intermediate3 min readMay 10, 2026Create a side conversationLoop 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.How To
- Beginner3 min readMay 10, 2026Create a saved viewBuild a filter combination once, save it as a named view, and switch to it any time with one click. Views are personal — each user has their own.How To
- Beginner3 min readMay 10, 2026Add internal comments and @mention teammatesLeave 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.How To
- Beginner3 min readMay 10, 2026FAQ — I can't find a conversationCommon reasons a conversation seems missing — wrong tab, archived, merged, filter applied, or scope not granted — and how to find it.Faq
- Intermediate3 min readMay 10, 2026Views and saved filtersSave your favorite filter combinations as named views. Switch between 'my queue', 'team escalations', 'untagged stale conversations' with one click — no rebuilding the filter every time.ConceptGetting Started
- Beginner4 min readMay 10, 2026The conversation detail panelsWhen 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.ConceptGetting Started
- Intermediate4 min readMay 10, 2026Side conversationsSide 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.ConceptGetting Started
- Beginner3 min readMay 10, 2026Keyboard shortcuts referenceEvery keyboard shortcut for the conversation list and conversation view. Memorize the four or five you'll use most (D, Z, T, A, Cmd-Shift-Enter) and your conversations-per-hour climbs significantly.Reference
- Beginner3 min readMay 10, 2026Conversation list elements referenceEvery 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.Reference
- Beginner4 min readMay 10, 2026Snooze a conversationPark 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.How To
- Beginner4 min readMay 10, 2026Reply to a conversationOpen 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.How To
- Beginner3 min readMay 10, 2026Mark a conversation Done or reopen itMark 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.How To
- Intermediate3 min readMay 10, 2026Configure the resolution timerSet 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.How To
- Intermediate4 min readMay 10, 2026Use bulk actions on conversationsSelect multiple conversations from the list and apply Done, Snooze, Archive, Assign, Tag, or Mass Reply across all of them in one step.How To
- Beginner3 min readMay 10, 2026Assign conversations to agents or teamsAssign 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.How To
- Intermediate3 min readMay 10, 2026Archive a conversationArchived 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.How To
- Intermediate4 min readMay 10, 2026FAQ — Status vs engagementCommon 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.Faq
- Beginner4 min readMay 10, 2026FAQ — My conversation is stuck or I can't replyWalk-through for the common reasons a conversation seems stuck — can't reply, missing from your list, won't update — and how to unstick each one.FaqTroubleshooting
- Beginner5 min readMay 10, 2026What is the conversation list?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.ConceptGetting Started
- Intermediate4 min readMay 10, 2026Engagement state — pending vs engagedEngagement 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?'Concept
- Beginner4 min readMay 10, 2026Conversation statusesEvery 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.ConceptGetting Started
- Intermediate4 min readMay 10, 2026Conversation resolution — Done to ArchivedConversation 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.Concept