CRM

Cases are Atender's module for work that outlives a single conversation — incidents, multi-step processes like onboarding or KYC, and anything needing internal discussion across teams over time. A case is a workspace with priority, assignee, due date, discussion, activity log, an optional workflow, and links to zero-to-many conversations. Lifecycle is open/closed, independent of any linked conversation.

Create and work a case in the split-pane case workspace — set priority, assignee and due date, hold the internal discussion with @mentions and inline checklist items, use the dock panels, link conversations, and advance a case through its workflow stages or mark it done.

Enable customer tiers, name the feature for your team, define up to six tiers, set a default for new contacts, and choose whether tiered customers float to the top of the inbox.

The complete list of fields on a contact record — the built-in identity fields, the channel-address sub-records, and where each appears in the UI.

Combine duplicate contacts into one. Pick a target, select the duplicates, choose which emails / phones to keep — Atender moves all conversations and addresses to the target and deletes the others.

Tie an individual contact to a company in the CRM. Atender auto-links by email domain when possible, but you can also link manually — useful when the contact's email doesn't match the company domain.

Update a contact's name, contact methods, customer tier, custom fields, or organization link. Most edits happen inline on the contact's detail page — pick the field, change it, save.

Most contacts are created automatically when a customer reaches out. But sometimes you need to create one ahead of time — for proactive outreach or for importing from another system. Open the CRM, click New contact, fill in name and at least one address.

Place an outbound call directly from a contact's record. Atender dials the contact's primary phone, creates a voice conversation, and you handle the call inside the inbox like any other voice interaction.

Why duplicates show up, how to find them, when to merge vs. keep separate, and what happens to conversation history when you do merge.

Atender's CRM is the people layer behind every conversation. Every customer who contacts you becomes a contact automatically — no manual entry. From a contact you can see every prior interaction, the customer's tier, custom fields, and start a new outbound call.

Customer tiers classify customers by importance — VIP, Gold, Silver, or whatever your business uses. Tiers drive priority routing, queue position, visual badges in the conversation list, and SLA differentiation. Up to six tiers per tenant, fully configurable.

The CRM has two entity types: contacts (individuals) and organizations (companies). Contacts can belong to an organization, and Atender can auto-link them by email domain. Both have custom fields, attachments, and a full conversation history.