FAQ — I can’t find a conversation
You know the conversation exists — you saw it yesterday, replied to it, the customer mentioned it. Now it’s not in front of you. Here’s where to look.
Did you check the other tabs?
The conversation list has four tabs: Alia, Active, Snoozed, Done. The conversation might have moved.
- Snoozed — somebody (you or a teammate) snoozed it. It returns to Active when the snooze ends.
- Done — it was resolved. Customer reply will reopen it; otherwise it stays in Done.
- Alia — it’s being managed by an Agent Stack. Click into the Alia tab to see AI-handled conversations.
If you don’t know where to look, use the search bar — it spans tabs.
Was it merged into another conversation?
If the customer wrote in twice and someone merged the two conversations, the secondary conversation moved to Done with a “merged into” link. Open it from Done — the link points to the primary conversation, where all the messages now live.
See Merge conversations for how merging works.
Was it archived?
Archived conversations don’t appear in any of the four working tabs (Alia, Active, Snoozed, Done). Archive is the terminal state — Done conversations move there after the resolution timer elapses.
Archived conversations stay searchable. The most reliable way to find one is to open the customer’s contact in the CRM — every prior conversation, including archived ones, is listed there.
Is a filter applied?
Look at the filter chips above the list. If a saved filter is highlighted or filter chips are active, the list shows only the slice that matches.
- Click the active chip to clear it.
- Or switch back to the underlying tab to see everything in that tab.
This is the most common reason a conversation “disappears” — a saved filter is applied that doesn’t include it.
Is your scope correct?
Your role determines which conversations you see. If you only have access to one team’s queue and the conversation is now assigned to a different team, you won’t see it in your list.
- Check the assignment of the conversation if you can find it via search
- If your role doesn’t include cross-team visibility, ask a teammate or supervisor to check from their account
Did you search across the right text?
Search runs against subject, message body, and contact name. It uses Postgres full-text matching, which means:
- Exact phrase matches work best —
"refund denied"finds the phrase - Words match stems —
refundingmatchesrefundandrefunded - Common stop words (the, and, of) are ignored
- Search is case-insensitive
If the customer is named “John Smith” and you search “smit”, you may not get a hit — try smith or john smith. If the body has the word but in an attachment, search may not find it (attachments aren’t indexed).
Was it deleted?
Atender doesn’t delete conversations through the UI. Archive is the closest equivalent and is reversible only via support. If you genuinely think a conversation has been deleted, contact Atender support — most likely it’s archived, merged, or filtered out, but they can confirm.
Quick checklist when you can’t find a conversation
- Clear all filters / views and pick the All chip
- Switch to Done and Snoozed tabs
- Search by the customer’s name or a memorable phrase from the conversation
- Check the customer’s contact in the CRM — every prior conversation is listed there
If after all of that the conversation truly isn’t visible, it’s almost certainly an access-scope issue. A teammate with broader access should be able to see it.