What is the conversation list?

When you open Atender, this is where you land. The conversation list is the beating heart of the platform — a unified inbox where every customer interaction flows in regardless of channel.

Email, SMS, WhatsApp, voice call, web chat, Instagram DM, Facebook Messenger — they all show up here as one scrollable list. The channel is a detail, not a category. Agents work in one place, with one workflow, and every customer gets the same quality of service.

Tabs

The list is organized into four tabs:

• Alia — Conversations being managed by the AI Agent Stack. Shows a count of items needing human attention
• Active — All conversations currently in progress and awaiting action
• Snoozed — Conversations parked until a specific time
• Done — Resolved conversations, kept for reference and review

Most agents live in Active. Supervisors and reviewers spend time in Done for retrospectives. Alia is the entry point for AI-managed work that needs human review.

What you see on each row

Each conversation row packs a surprising amount of information into a compact, scannable layout — contact name and avatar, tags, subject, last-message preview, AI badge, team / agent assignment, SLA priority, unread indicator, and timestamp. Voice conversations also show call queue and call status.

See the conversation list elements reference for what every element on a row means.

Sorting

Three sort options:

• Updated — Default — most recently active conversations first. Matches “what just happened”
• SLA Priority — Most urgent conversations bubble to the top. Matches “what’s about to breach”
• Last contact message — Ordered by when the customer last wrote. Matches “who’s been waiting”

Each sort can be toggled ascending / descending.

Filters and saved filter sets

Beyond the four tabs, you can apply filter combinations — by team, by tag, by channel, by SLA state, by language, by AI flags, by date range, and so on — and save them as named filter sets for quick switching between focuses (your queue, your team, escalations, untagged conversations). One saved set can be marked as the default that loads when you open the list. See Saved filters.

Bulk actions

Select multiple conversations (checkboxes appear on hover) to apply one of four bulk operations:

• Change status across the selection (Active, Snoozed, Done, or Archived)
• Assign all to an agent or team
• Add tags
• Send a mass reply (one message goes out as a real reply on every selected conversation, optionally with a status change)

See Use bulk actions on conversations. Merging conversations is a separate, dialog-based action — see Merge conversations.

Keyboard shortcuts — fast navigation

Atender is keyboard-first for agents who want speed. Common shortcuts:

• G then I — Jump to Active tab
• G then Z — Jump to Snoozed tab
• G then D — Jump to Done tab
• T — Open tag picker
• Enter — Open reply editor on the open conversation
• D — Toggle Done
• Z — Snooze
• Cmd-Shift-Enter — Send and close (the bread and butter)

Full list in keyboard shortcuts reference.

The “two axes” model

Conversation state in Atender has two independent axes:

• Lifecycle status — Active / Snoozed / Done / Archived. Where the conversation lives.
• Engagement state — Pending / Engaged. Whose court the ball is in.

These are orthogonal. A conversation can be Active+Pending (active, ball in our court — needs reply) or Active+Engaged (active, we just replied — waiting on customer). Understanding both is what separates “everything’s a fire” from “I know what to work on next.”

See Conversation statuses and Engagement state.

Where to start

• Day-to-day work: Reply to a conversation, Snooze, Mark Done
• Pick up the model: Conversation statuses, Engagement state
• Move faster: Keyboard shortcuts reference
• For supervisors: Monitor, Bulk actions