Settings

Settings → Issue Tracker has six tabs. General sets the default issue type and priority for new issues, and Copy Issue Summary chooses and orders the sections a copied issue summary carries. The four vocabulary tabs — Statuses, Types, Priorities, Labels — sit on the same screen. Changes require issues.manage; issues.view is read-only.

Agents can link or unlink an inbox conversation to an existing Issue from the Cases & Issues side panel (press K). Linked Issues show as status-colored pills on the conversation header — up to two, then a +N pill. Viewing a conversation's linked Issues takes the Issues module and issues.view; linking and unlinking take issues.manage; creating a new Issue report is open to anyone on the tenant.

The 'Copy full summary' action on an Issue puts the whole thing on the clipboard as one Markdown document — header, triage, description, labels, comments, every linked conversation's transcript, attachments and the external reference — ready to paste into a coding agent or ticket. Covers where the action lives, which sections your workspace chooses to include, the permission it needs, and the cap notices it prints when a transcript, a link list or the comment list was too long to copy in full.

Replace the seeded bug/feature and low-to-critical values with your own vocabulary — add, rename, reorder and delete Issue types and priorities, set each type's kind (defect/idea/other), and write the reporter-facing button and hint shown on the report form.

Tool Docks bring external tools — ClickUp, your CRM, internal admin pages, anything — into the conversation view as slide-out panels, so agents never tab-switch.

The Supervisor header opens a History view of everything that left the queue — Dismissed, Published and Discarded drafts, as three tabs — with a Restore action on dismissed findings. Show all, above the Review card, swaps the one-card stepper for the list-and-detail workspace on the item you were reading, and that choice persists in the URL.

The Top gaps section on the Supervisor Overview tab groups AI-handover gaps by meaning into ranked Missing abilities and Missing answers lists, with expandable example quotes, a New pill for recently-seen gaps, and a See-all drill into the handover feed filtered to one gap group.

Agents can report a tracker Issue without leaving an open conversation, using Shift+I or Cmd-K's "Create issue." The pane is prefilled from the conversation, the created Issue links back to it, and "Reply and mark done" wraps the conversation up with the macro nominated under Settings > Conversation handling.

Discarding a quick draft in the Supervisor review queue never deletes it. This walks through opening the "Discarded drafts" tab in Supervisor History, reading why a draft was dismissed or rejected and whether customers have kept asking since, and restoring it back to pending review — plus why deployed drafts can't be restored and what restoring does to its group.

Reviewers can type a plain-language instruction into the "Improve this draft" box on a pending fix or article-draft proposal and click Revise to have it rewritten in place. The card stays put while it rewrites, a fix comes back with its changes marked against what is live today, and the box is hidden in demo mode or once a manual edit has started.

The full-screen Add capabilities flow (/capabilities/add) replaces the old bulk-edit modal: multi-select endpoints in a ranked choose step, let AI pre-fill description, usage guidance and a proposed tier on a card per capability, pick the specialists once for the whole batch, then publish every ready row in one pass with per-row progress.

The Knowledge tab's Code bases card lets an admin choose which connected repositories one Specialist may search and whether it can cite file and line, instead of every Specialist holding the code-search Capabilities reading every connected repository.

Connect a GitHub repository as a code base so Specialists can search its source when the knowledge base doesn't have the answer. Covers authorizing the read-only Atender Code Reader GitHub App, sync status states, excluded paths, manual sync, and removing a code base.

The voice handover Team dropdown now offers "AI picks the team," letting the model choose both the team and queue for a call transfer from team descriptions instead of a fixed assignment. Covers enabling it, why descriptions are required, how it differs from a fixed team/queue, and what happens when nothing routes.

The agent_file_understanding and agent_file_understanding_email tenant flags let the AI agent interpret a customer's attached photo and read the extracted text of an attached document while answering in web chat or email. Both are off by default; covers what each flag enables, how to check whether they're on for a tenant, and their current limits.

The Set up a capability wizard walks an admin through connecting a system, choosing what it should do, saying how far it may go, watching it run, and publishing — one guided flow, five steps on the rail, with a sixth indented step when the tier is above Public.

The Supervisor Outcomes tab classifies every closed conversation with a deterministic taxonomy instead of a single model opinion, and shows how confident that classification is. This article covers the taxonomy, the confidence tiers, the trend chart, the closed-conversation filters, the tenant opt-in for handover knowledge mining, and the superadmin Guardrail Insights page.

Capabilities are now tagged Public, Read, Act or Transact instead of a raw security-level number. Publishing a capability requires passing a server-enforced checklist, and a tenant-wide reveal posture controls what chat and voice agents may disclose to a caller who hasn't verified yet.

Set a connection's auth mode to External OAuth so customers sign in on the provider's own login page, letting Atender mint a session, elevate the conversation, and refresh tokens automatically before gated Act-tier tools run.

Turn on 'View and reply in your primary language' under Settings → Language to read every conversation translated into your own language on demand, and to compose replies in your own language for the composer's translate-on-send option.

Copy-paste handover setup that routes billing handoffs to one team and technical handoffs to another using the AI picks mode, with prerequisites.

Pick the language you work in (primary), the languages you read natively (secondary), and whether conversations should be translated into your primary language instead of English.

The Enable translation toggle in Settings → Translation turns auto-translation on for the whole tenant. Each agent then sets their own language preferences.

The six things to check when an agent says messages aren't being translated, in order from most likely to least — starting with the per-agent opt-in, which is off by default.

Auto-translation lets agents reply in their own language while customers write in theirs. The customer never sees the translation seam.

Every action a tool dock can trigger back in Atender — add a tag, assign, resolve, snooze, send a message — and the conversation context the dock receives in return.

Embed your internal order admin page as a tool dock so agents can lookup, refund, and resolve orders without leaving the conversation.

Pick a pre-built integration from the marketplace and walk through its guided OAuth setup — most one-click integrations land in your Tool Docks in under a minute.

Embed any web URL as a tool dock — your CRM, an internal admin page, a custom dashboard — with optional OAuth and a single-letter shortcut.

Read a proposal's diff and approve, reject or dismiss it on the Reports tab — then publish the approved ones from Ready to publish and check the result in History.

Self-Learning only learns from feedback your team provides on your tenant's conversations. Your data never trains models for other tenants.

Self-Learning collects flagged AI responses, groups them into themes, proposes concrete fixes, and lets you approve and deploy improvements with a click.

The enforcement level behind a capability's action tier — 0 (no proof), 2 (verified customer) or 3 (signed-in customer) — how identity verification unlocks it, and how response redaction works.

Every node in the advanced editor's Node Palette: what it does, when to use it, and what it produces for the rest of the flow.

Every authentication type and connection auth mode a capability supports — when to use each, and what the difference between auth type and auth mode actually is.

Build a capability that takes an order number, calls your store's API, and returns the status, expected delivery, and tracking link to the AI specialist.

Run the endpoint a capability calls with sample inputs, inspect the response, and flip it from Draft to Published when everything looks right.

Build a new capability from scratch in the guided editor — name it, pick the connection and action, sort out its parameters and response, set the action tier, and save it as a Draft.

Capabilities are the actions your AI agents can take — looking up an order, processing a refund, calling any external API. Without them, agents can only talk.

The six personality presets a stack can adopt — and the underlying tone dimensions (formality, directness, warmth, confidence, humor, emoji) each one sets.

What Atender actually tracks per conversation once a stack picks it up — the stack assignment, whether it is active or suspended, and which specialist answered last.

The four infrastructure-agent slots an Agent Stack defines — conversation summary, sentiment & risk, handoff pack, missing info — the settings stored for each, and which of them the runtime actually reads today.

The three handover modes a stack can be configured with — never, by_description, explicit_team — and what each one means for routing handed-off conversations to humans.

Configure handover so the AI gathers everything a human needs first — account email, order ID, sentiment context — and hands off cleanly to a single team during business hours, with email follow-up after hours.

Build a basic two-specialist Agent Stack — one for billing questions, one for technical issues — and hand off to the right team when a human is needed. Real, copy-paste configuration.

Use the built-in Testing tab to chat with your Agent Stack as a customer, isolate individual specialists, simulate identity verification, and watch the routing decisions in real time.

Pick a persona preset and tune the tone dimensions for your Agent Stack — the voice, formality, warmth, and humor that every specialist in the stack will share.

Configure which Knowledge Base categories and Handbook procedures a specialist can read. Tighter scope means faster, more accurate retrieval and fewer wrong answers.

Flag any AI reply that missed the mark in the Testing tab, give feedback in plain language, and let Atender propose a concrete edit to one agent's Instructions or Responsibility that you can apply with one click and undo just as easily.

Take an Agent Stack out of service temporarily by disabling it, or remove it permanently from the Danger Zone tab. Disabled stacks stop receiving new conversations but keep their config.

Most specialists route correctly from their Scope text alone. When the router keeps mis-routing, append explicit routing rules from the Orchestrator config or sharpen the Scope itself.

Create your first Agent Stack — the AI customer service team that handles inbound conversations. The guided wizard sets up the stack, suggests specialists, and wires up knowledge in five short steps.

Turn handover on, choose a destination team, set the prerequisites the AI must collect first, and pick what happens outside opening hours — all from the Handover tab.

Add a new specialist agent to an existing Agent Stack — give it a name, a scope, and instructions, then wire knowledge and capabilities.

Attach a capability to a specialist so it can act in your other systems — look up an order, process a refund, check delivery — and pick the security level that decides when the action is available.

When the router picks the wrong specialist, three things to check first — Scope text, orchestrator routing rules, and whether the orchestrator re-routed mid-conversation.

When an Agent Stack stops replying or never replies in the first place, work through these checks in order — channel wiring, stack enabled, specialist enabled, capability errors.

Specialists are the experts inside an Agent Stack. Each one is a focused AI agent with its own scope, instructions, knowledge access, and capabilities — and the more specific each one is, the better the whole stack performs.

An Agent Stack is your AI customer service team — an orchestrator that routes every message and a set of specialist agents that handle conversations autonomously and hand off to humans when needed.

An Agent Stack is built from three layers — a router, an orchestrator, and one or more specialist agents — plus a set of background infrastructure agents that handle summaries, sentiment, and handoff prep.

The orchestrator is the agent that reads every message in a stack — it classifies the request, dispatches it to the right specialist, and is the only part of the stack that can hand the conversation to a human.

Handover is the boundary between the Agent Stack and your team. Configure when handover happens, what information must be collected first, and which team picks up — all from the Handover tab.

Every module that can appear in the Sidekick panel — Conversation Summary, Detected Insights, Suggested Response, Knowledge Articles, Handbook Articles, Library, Relevant Links — what each does, when it's useful, and the data sources it draws from.

The four detector types Sidekick can use to find structured data in messages — IBAN, Phone, Domain and Custom regex. What each one matches and stores, when it fits, and how a new rule is started.

When Sidekick detects that a customer is describing an active incident, a hint card surfaces above the panel with two actions — link & subscribe (emails the customer every update posted to the incident) and insert reply (a templated acknowledgment that invites the customer to reply "yes" to subscribe themselves).

Build a Sidekick detection rule that extracts structured data from messages and writes it to a custom field. Walks through the Custom regex detector with a worked Order Number example.

Choose which Sidekick modules show up in the agent panel and the order they appear in. Plus the global settings in Settings → Sidekick → General — incident discovery, inline highlights, auto-save, confidence threshold.

Sidekick is the conversation-intelligence layer that runs over every conversation. For agents, it's a slide-out panel with summaries, suggested responses, and matching knowledge. For the system, it runs background workers that auto-tag conversations and extract structured data into custom fields.

Every scope an API key can be granted, grouped by surface area. Plus the pre-built bundles (basic, integration, full_access) that cover common integration patterns.

Four rate-limit tiers — starter, professional, enterprise, custom — with per-minute, per-day, and burst caps. What 429 responses mean, how the sliding window works, and when to upgrade tiers.

Replace an API key without downtime — generate the replacement, update consumers, then revoke the old. Plus the emergency rotation flow when a key is leaked.

Watch per-key usage — request counts, error rates, last-used timestamps. Where the dashboards are, what to look at, and what alerting setup makes sense for production keys.

Create a new API key with the right scopes and rate-limit tier. The key is shown once at creation; copy it to a secrets manager immediately. Walks through a knowledge:read+write key for a doc-as-code pipeline.

API keys (sa_live_* / sa_test_*) authenticate external systems to Atender's tenant API. Each key has scopes that gate which endpoints it can hit, a rate-limit tier, and an environment (production vs sandbox). Used for integrations, scripts, and the API channel.

Build a rule on the Trend Spike Detected trigger so a spiking tag notifies a channel automatically, instead of relying on someone watching the Trends page.

Build an automation on the "Issue Status Changed" trigger so every reporter linked to an issue gets a reply in their own conversation, worded with issue merge tags, when the issue's status changes.

See every automation run for your tenant, newest first, filter by status and date range, and open the run's error message or its related conversation.

Find why a rule isn't firing or why an action failed. Run History shows event-triggered automation runs with filters, trigger details, action results, failure reasons, and links back to the conversation.

Build an automation that fires when a caller hangs up in the IVR or closed-message before reaching a queue, so you can tag or assign IVR-abandoned calls to a dedicated team.

Every event Atender can trigger an automation on, grouped by the type of context it gives the rule (conversation, tag, case, SLA, schedule, business hours).

Every condition field and operator available when narrowing an automation rule, with notes on AND/OR groups and how conditions relate to branches.

How an automation runs different action sequences depending on what's true — Always, If, Else if, and Else branches.

All 28 actions an automation can run, grouped by category — communication, notifications and chat, conversation lifecycle, contact, cases and tasks, external (webhook), and flow control (wait).

When a case closes with a specific tag (e.g. VIP-Refund), POST a webhook to a downstream system with the case ID, contact, and any relevant custom fields. The universal escape hatch for systems Atender doesn't natively integrate with.

When a new conversation comes in from a VIP contact, assign it to the Premium customer service team and tag it for visibility. Uses customer level on the contact to discriminate.

When a conversation's SLA is at risk, reassign it to a senior agent, ping the leads channel in Slack, and tag it as Escalated. One rule, three coordinated actions.

Three days after a conversation is marked Done, send the caller an Anything Else? template. Catches lingering follow-ups before they become a new ticket.

Three hours after a conversation is resolved, send a CSAT survey to the caller. Throttled to once per contact per week to avoid survey fatigue.

Auto-reply with a confirmation when a new email lands, in the inbox's own language, using an Email Studio template. Atender doesn't send confirmations by default — this rule is how you opt in.

Apply a tag automatically when an inbound message contains specific keywords. The classic example: tag anything mentioning 'refund' or 'return' as a Returns case.

Every day at 02:00, find Done conversations that have been untouched for 14 days and archive them. Keeps the inbox tidy without manual sweeping.

Describe what you want in plain English and let Atender draft an automation rule for you. Covers good prompt patterns, review steps, and the Explain Rule tool.

Rate-limit how often an automation fires per conversation, per contact, or globally. Stops chatty triggers from spamming customers or downstream systems.

Use Simulate Execution to see which conversations a rule would match — without sending any messages or running any actions — before you turn it on.

Restrict an automation to fire only inside or only outside business hours, using your workspace's opening hours configuration.

Use Manual Run to apply a rule to existing conversations — useful for one-off backfills, clean-up sweeps, and bulk re-tagging. Always simulates before executing.

Build an automation in the manual builder — pick a trigger, add conditions, set up branches, drop in actions, and turn it on.

Automations watch your inbox for events, check whether the situation matches criteria you set, then run actions — assign, tag, reply, escalate — without an agent doing it by hand.

A case workflow is an admin-defined, linear pipeline of stages with default owners and per-stage checklists — the repeatable process behind onboarding, KYC, or a refund pipeline. Configure it under Settings → Cases → Workflows.

Add, color, order, and archive the custom status labels agents apply to cases — and see how they surface in the case list's status scope dropdown and filter dialog.

Four ready-to-copy conversation ID setups: simple sequential, date-stamped, random for privacy, and per-team prefixes — with exact field values.

Give each channel or team its own conversation ID prefix by switching Prefix Override Mode and adding per-channel or per-team overrides.

Fixes for the most common conversation ID problems: missing IDs in email subjects, counter jumps, overrides not applying, and broken email threading.

Turn on conversation IDs, pick a sequential or random numbering strategy, add a prefix and date component, and choose where the ID is displayed.

An optional, configurable customer-facing identifier for conversations — sequential or random, with prefixes, dates, and per-channel or per-team overrides.

Admins can turn off the Snoozed status entirely, or cap how far into the future a snooze can be set. The limit is enforced everywhere a conversation can be snoozed — the snooze dialog, macros, bulk reply, automations, and Slack.

Configure how long a conversation sits in Done before Atender archives it. Timing is measured in business hours per the team's opening hours, not wall-clock.

Use the Mark as done button (or the D shortcut) to close out a conversation once the work is finished. Done conversations can still be reopened by a customer reply.

A customer reply on a Done conversation reopens it to Active. A customer reply on an Archived conversation does not — it creates a new conversation instead.

Conversation Resolution is how Atender treats a conversation as finished — the agent marks it Done, and Atender later archives it. Done is reopenable; Archived is terminal.

A repeatable pattern: host your help center at help.example.com and your status page at status.example.com under the same root domain, both managed in Custom Domains.

A custom domain stuck on Awaiting DNS, Issuing certificate, or Failed almost always traces back to a DNS issue. Here's how to find which one.

Map a hostname like help.example.com or status.example.com to your Atender Knowledge Base or Status page, with automatic TLS.

Custom Domains covers the Knowledge Base portal and the Status page. The agent app, Web Chat widget, and email sending domain are configured elsewhere or not at all.

Custom Domains let you serve your Atender Knowledge Base and Status page from your own hostnames — help.example.com instead of the default tenant URL. TLS is automatic.

Every custom field type, what it stores, when to use it, and the gotchas. Picking right the first time saves a lot of cleanup later.

A complete worked example for e-commerce support: order number, order status, fulfillment center, and refund amount custom fields, plus Sidekick auto-population and one Automation that ties them to routing.

Reference a custom field's value as a condition (route by tier, escalate by severity) or write to it as an action. The integration that makes custom fields more than just display data.

Split a busy contact panel into separate tabs (Account, Billing, History, Internal). The next layer of organization above sections — for tenants with 30+ contact custom fields.

Group related custom fields under named sections so the contact / conversation / case panel stays scannable as the field count grows. Required reading before adding more than 5–6 fields to any entity.

Add a new custom field to a contact, conversation, or case. Pick a name, type, optional default, and set whether it's required.

Configure Sidekick to scan inbound messages for patterns — order numbers, serial numbers, license keys — and write the extracted value into a custom field. Saves agents the copy-paste.

Yes, but the data goes with it. Deletion is hard-delete by design — Atender shows the affected record count first, and your real options are usually to migrate the data or stop populating the field.

Custom Fields extend Atender's data model with the information that matters to your business — order numbers on conversations, contract tiers on contacts, business impact on cases. They feed automations, analytics, and the Agent Stack.

The Customer Portal is a signed-in surface, separate from the main inbox, where the people at a customer company view and reply to the conversations their company has with you, in one shared place. Covers the two enablement switches, the two visibility levels, the reply setting, one-time-code sign-in, and what the portal deliberately never shows.

Provision your tenant's BigQuery dataset, download a service account key, and point a BI tool at it.

Atender's Data Warehouse exposes your tenant's support data through a dedicated Google BigQuery dataset of pre-built SQL views — connect Looker, Tableau, Metabase, or query it directly.

Every template category, where it gets used, and what it gates the template to. Picking right at creation matters because the category controls which product surfaces can pick this template up.

Every structure and content block available in the Email Studio editor, what each does, and when to reach for it. Plus the per-block properties that work across all blocks.

A complete worked confirmation email template — block layout, copy, merge tags, and the automation rule that sends it. Copy-paste ready for any team that wants to acknowledge inbound emails automatically.

Insert dynamic placeholders into Text and Heading blocks so the email reads like it was written for the recipient. Covers contact fields, conversation fields, custom fields, and what happens when a merge tag can't resolve.

Wire an Email Studio template into an Automation rule using the Send Email Studio template action. Cover language strategy, merge tag context, and the X-Email-Template header for delivery diagnostics.

Build an email template from scratch — pick a category, drop in blocks, configure styling, and ship. Walks through a Confirmation Email example.

Add a language version of an existing template — translate the subject and body, keep the layout. Customers receiving emails in their own language is one of the easiest support quality wins available.

Five common rendering problems and what causes them: layout broken in specific clients, missing images, merge tags showing as literal text, dark-mode legibility, mobile breakage.

Email Studio is a visual drag-and-drop builder for the email templates Atender sends — automation replies, CSAT surveys, system notifications, user invitations. Design once, send everywhere, in any language.

Point a form's Default destination or a conditional rule at an Agent Stack instead of a Team, and set the AI reply delays that control how fast the stack responds to submissions.

Build a form from scratch or a template, configure fields, pick what each submission does, brand it, then share the URL or embed snippet.

Build branded, multilingual forms hosted by Atender — each submission can create a conversation, a CRM contact, a callback request, or a log entry.

The Issues board supports named, shared layouts — saved sets of visible status columns your whole team can switch between, rename, or open by default — plus a personal, unsaved column toggle that only you see.

Settings → Issue Tracker → Labels lets a workspace colour, reorder, rename, and delete its Issue labels. Renaming keeps a label attached to every Issue that already carries it, since the link is by row; deleting a label takes the word off those Issues rather than reassigning them. Covers the 100-label cap and the naming rules.

Define the start trigger, ordered milestones, end conditions, and optional timeout for a new journey.

Journey Tracker defines named, multi-step flows that conversations pass through — start trigger, ordered milestones, end conditions — so you can measure where conversations slow down or stall.

Choose your interface language and tell Atender which languages you speak, so messages in those languages aren't auto-translated for you.

Turn on "Set link color separately" in Look & Feel to give links inside message bubbles their own color, independent of your brand color, with a contrast check against bubble surfaces.

Choose how your own sent message bubbles render in conversations — Ink, Light, or a fixed High visibility readability mode — from Settings → Appearance.

Add your company logo so it shows up in the workspace switcher and as the browser favicon.

Atender auto-derives dark-mode variants from your brand colors. If the auto pick doesn't match your brand, override the dark variants manually.

Set the primary and optional accent colors that style buttons, tabs, highlights, and accents across the Atender agent UI.

The Look & Feel logo styles the Atender agent UI. Customer-facing surfaces — KB portal, Web Chat, Incidents, CSAT, emails — each have their own logo configuration.

Look & Feel controls your workspace logo and brand colors for the Atender agent UI — separately from the customer-facing surfaces, which each have their own branding.

When multiple opening-hours rules might apply to the same conversation, how Atender picks one. Plus the matching matrix (team + channel beats team beats channel) and what happens when no rule matches.

Two patterns for non-trivial schedules: split shifts (lunch break in the middle of the day) and multi-timezone teams (NYC + London + Singapore offices, each open in their own time).

Build your first opening-hours rule from scratch — name it, scope it, define a weekly schedule, set the timezone. Walks through a Standard Support example covering email and chat 9am-5pm weekdays.

Pick a country to import the public holiday calendar automatically, then add date overrides for company-specific closures (or partial-day hours like Christmas Eve 8-noon). Holidays default to closed; you can override.

Five usual suspects when a rule isn't behaving as expected: scope mismatch, active toggle off, another rule winning specificity, timezone mismatch, or a date override silently overriding.

Opening Hours defines when your support team is available — per team, per channel, per schedule, with timezone awareness and holiday calendars. Multiple independent rules means you can model complex coverage without contortions.

Use the two arrow toggles on the reply toolbar to widen the conversation column and grow the reply box when you need more room to type or read a long thread. Both toggles are per-browser display settings, not account preferences.

Voluntarily enroll in TOTP-based two-factor authentication from Preferences: scan a QR code with an authenticator app, confirm with a 6-digit code, name devices, and remove them later.

Pick between the default dark ink sidebar rail and a light rail variant for the left navigation, as a personal preference under Preferences → Appearance.

Update your name and email, choose sidebar style and icon colors, pick what happens after marking a conversation done, and set your default workspace.

Build a subject, review the frozen scope, and generate a downloadable ZIP export of everything Atender holds about a customer, for GDPR Article 15/20 subject access and data portability requests.

Initiate a contact-scoped GDPR Article 17 erasure request from a customer record or conversation contact card, review the frozen scope preview, manage the grace window, and track the request through to a downloadable deletion certificate.

Exempt individual email addresses, phone numbers, SMS numbers, or chat widgets from Returning Customer detection, instead of toggling the entire channel on or off.

Walk through the per-channel configuration — threshold, triggers, prompt message, timeout action — for Phone, Chat, SMS, and Email.

If a returning customer is starting fresh threads instead of being recognized, walk these five checks. The most common cause is a mismatched identifier.

When a customer who already has an open or recent conversation reaches out again, Atender asks whether it's the same issue or new — and either appends to their thread or starts a new one.

What each of the 5 built-in roles can do — Owner (everything, immutable), Team Lead (supervisor), Agent (frontline), Reader (read-only), Analytics (reporting). Plus when to use each as a starting point for a custom role.

The 8 permission categories — Conversations, Notes, Contacts, Teams, Users, Analytics, Settings, Modules — and the kinds of toggles each contains. Use this as a map when designing custom roles.

Build a role with exactly the permissions you need — name it, pick permissions per category, save. Covers starting from scratch and starting from a standard role.

Two paths — assign the role at user-creation time (during invite), or change an existing user's role later. Users can have multiple roles; their effective permissions are the union.

Five usual suspects when a user reports missing access: their role doesn't have the permission, they have multiple roles where one's restricting, the change hasn't propagated yet, they're on the wrong tenant, or the feature is feature-flagged off.

Roles bundle permissions; users get assigned roles. Atender ships 5 standard roles (Owner, Team Lead, Agent, Reader, Analytics) and lets you create custom roles with granular control over 60+ permissions across 8 categories.

The four SLA risk states, how a conversation moves between them, and what happens to the timer when a conversation reopens or closes. Includes the one-way escalation rule and the First Reply Time reopen exception.

The four priority bands — low, normal, high, urgent — are not agent-assigned priorities. They're time tripwires the timer crosses as it counts down. Understanding this is the difference between using SLAs effectively and arguing with the badge.

First Reply Time, All Messages, and Resolution Time — what each measures, when each starts and stops, and how to combine them in a single policy.

Complete worked example: a Standard Support SLA covering email and chat, with sane targets, the at-risk escalation automation, and a daily breach-rate review surface. Copy-paste values included.

Watch breach rate, average compliance, and per-policy performance over time. Where to find the dashboards and what to look for when the numbers move.

Give Premium / VIP customers tighter SLAs than standard ones, automatically. Today this works through team-based assignments paired with tier-based routing automation; tier→policy linkage in customer tier settings is partial.

Toggle a policy to ignore office hours so the timer counts continuously, regardless of when the conversation arrives. Use for after-hours teams, monitored channels, and contractual round-the-clock SLAs.

Build a working SLA policy from scratch — name it, pick metrics, set priority targets, attach it to channels and teams. Walks through a Standard Support example you can copy.

Use the assignment matrix (team + channel scoring) to give each channel its own response targets — chat gets minutes, email gets hours, voice routes to a different policy entirely. Without duplicating the rest of your SLA setup.

Three usual suspects when an SLA breaches overnight on a policy you thought respected office hours: the policy has Ignore office hours on, the workspace's opening hours are misconfigured, or a different policy is winning the assignment race.

No. Once a metric breaches, the historical record is permanent — by design. The right reaction is fast response and post-incident learning. Three things you can do that aren't unbreaching.

Service Level Agreements track response and resolution time commitments visually and in real time. Conversations climb through four risk states — SLA, At risk, Urgent, Breach — driving urgency, visibility, and automation hooks for escalation.

Connect your Slack account in Preferences, then configure a send_slack_message automation action to direct-message the assigned agent, the people a comment mentions, or a named person.

Authorize Slack, pick a notification channel, and choose which events trigger messages.

Connect a Slack workspace to Atender to receive notifications about assignments, customer replies, SLA breaches, and new conversations in a Slack channel.

Settings → Snippets → Usage shows last-used dates and 30-day/total counts for shared snippets, and lets a global-snippet manager preview and archive the ones unused within a chosen window — with a one-click restore from the Archived list.

Select multiple snippets in Settings → Snippets → All and use the bulk-action toolbar to change group, visibility, category, or team access, or delete them all at once with a typed-DELETE confirmation.

Mark one personal snippet as your email signature and it's automatically inserted at the bottom of every new email reply and new email conversation. Only one snippet can hold the signature slot at a time.

Every dynamic variable available inside a snippet, what each resolves to, and what happens when the source data is missing. Plus the patterns that prevent awkward empty values.

Three ways to insert a snippet into a reply — the !!shortcode trigger, the snippet picker, and favorites — plus the picker's full keyboard shortcut set and when each method is fastest.

Build a new snippet — pick a title, shortcode, group, category, content with variables, and scope. Personal scope is always available and can double as your email signature; Global requires the Manage global snippets permission and can be restricted to specific teams.

Snippets are pre-written reply templates with dynamic variables. Type a shortcode like !!refund and the snippet expands inline — fast, consistent, personalized. Saves agents the most repetitive part of replying.

Every change to your tags — created, renamed, deleted, or switched for AI auto-tagging — is recorded with who made it. Review the full list from the Recent changes tab in Tag settings, or filter to a single tag from its overflow menu.

When to make a tag a Topic (red — what the conversation is about) versus Metadata (blue — what's notable about it). Picking right keeps your taxonomy scannable and your filters useful.

A complete worked example: build a Returns parent tag with four sub-tags, write descriptions that auto-tag well, and wire one of them to an automation. Copy-paste values included.

Move tags under parents, re-parent existing tags, and rename them in place. The taxonomy is a tree — keep it shallow, named consistently, and reflective of how your team actually thinks.

Turn on the AI Auto-Tag switch so Sidekick applies a tag to conversations whose content matches the tag's description. The description is the only signal — write it carefully.

Add a new tag to your taxonomy — single tag or several at once via Quick Add. Pick a name, an optional description, the type (Topic or Metadata), and a parent.

Apply a tag to many conversations at once — filter the Monitor to the set you want, multi-select, and tag them in a single operation. Useful for retroactive cleanup after introducing a new tag.

Atender shows usage counts before deletion so you know what would be affected. The right move is usually to rename or re-parent the tag rather than delete it — deletion strips the tag from every conversation that has it.

Tags are the classification system that runs through all of Atender. They organize conversations, power filtering and views, drive automations, and help AI agents and routing decide where a conversation belongs.

Have a smaller on-call team receive new conversations outside business hours: two opening-hours rules, a team link, and one automation rule.

Signs your Tier 1/Tier 2 setup isn't working — and the alternatives: skill-based default routing, a flat team structure, or an AI agent in front of Tier 1.

Fixes for conversations landing on the wrong team, voice queue assignment errors, calls not ringing team members, and a read-only Default team field.

No — reassignment between teams IS escalation in Atender. How to escalate a conversation manually with Assign, or automatically with an automation rule.

Inbound conversations land with the channel's default team first; automation rules and the team's routing strategy layer on top. How the layers stack.

Copy-paste pattern for Tier 1 → Tier 2 → Specialist support: three teams, channel defaults pointing at Tier 1, and tag-triggered automation rules.

Wire a channel — email inbox, voice number, web chat widget, etc. — to a default team so inbound conversations land with the right group. The default-team setting lives on the channel, not on the team.

Tie a team to a specific opening-hours rule so SLA timers, IVR routing, and chat availability all reflect the team's actual schedule. Most useful for multi-region teams or specialist teams with hours that differ from the workspace default.

Build a new team — pick a name, add initial members, optionally link an opening hours rule. The team becomes available for routing automations and SLA scoping immediately.

Update team membership — add new users, remove people who left, move someone between teams. Multi-team membership is supported; users keep their role across all their teams.

Teams group your agents into functional units — by skill, language, channel, region. Used by routing automations, SLA assignment matrix, opening hours rules, and analytics. Users can belong to multiple teams; no team hierarchy today.

Add product names, industry terms, and people's names to your custom dictionary so the transcription engine spells them correctly.

Connect a Trustpilot Business Unit in Settings → Trustpilot → Review inbox, enable the Trustpilot channel, and configure the webhook so new, revised, and deleted reviews arrive as inbox conversations you can reply to from Atender.

Send or delete a company reply to a Trustpilot review directly from the conversation composer, including the one-reply-per-review rule and the notices shown for deleted reviews, already-answered reviews, or a Trustpilot connection that needs re-authorization.

A per-tenant Trustpilot integration that emails customers a review invitation after a conversation is archived — either automatically or as an automation action — delivered through Trustpilot's Automatic Feedback Service, no Trustpilot API key required.

How the original reporter or a tenant owner can mark a Done feedback item as not done, with a required comment, so the team is re-notified and the item reopens.

Open the feedback queue, filter to what needs attention, read details, comment, and move entries through the status flow.

A built-in collector for bug reports and feature requests from your team — submissions land in a triage queue with status, priority, module context, and comment threads.

Workspace owners can turn on a policy requiring two-factor authentication for all users or for specific roles. The change applies immediately — covered users are prompted to enrol on their next request — and is logged as a security event.

Turn on the 'require 2FA' policy for your tenant (or have a superadmin enforce it org-wide), enroll a TOTP authenticator app, and recover access if a device is lost. Covers the blocking screen unenrolled users see and current scope limits.

Promote or demote a user — adjust permissions when responsibilities change, or when a teammate steps into supervisor or admin duties. Role changes apply immediately; in-flight conversations are not reassigned.

When a user is deactivated, their conversations, drafts, comments, and team memberships are preserved — nothing is auto-reassigned. Plan the handover before deactivating; the system protects history, not workflow continuity.

When an invite expires or doesn't arrive, resend a fresh one from the Pending Invites section. Old links stop working when a new invite is issued.

Send a new user an email invite that lets them set their password and join the workspace. Includes role assignment, optional team membership, and what the invitee experiences.

Deactivate a user when they leave the team or shouldn't have temporary access — they can't log in, but their conversation history is preserved. Reactivate later by toggling. Permanent deletion is a separate, irreversible action.

Diagnostic flow for the most common 'I can't log in' or 'I'm missing access' reports. Eight things to check, in order, from authentication through permissions.

Users are the people with access to your Atender workspace. Each gets a login, exactly one role, and optional team membership. Onboarding is invitation-based; deactivation preserves their history rather than deleting it.

Trial workspace owners can one-click load a sample dataset — contacts, conversations, KB articles, tags, and snippets — styled for SaaS, EV charging, or service businesses, from the empty inbox card or a Settings entry. Covers picking a style, why it's a one-time offer, and how sample data is kept separate from real activity.