Set your personal preferences

Preferences are the personal settings every user controls for themselves — your profile information, how the interface looks for you, what Atender does after you mark a conversation as done, whether answered calls you handle are moved to Done automatically, and which workspace opens at sign-in. These settings are personal and don’t change your teammates’ preferences, but the automatic call workflow setting can change the status of conversations you handle, which may affect what teammates see in shared inboxes.

Open the screen

Click Settings → Preferences. It’s under the Personal section of the Settings sidebar and doesn’t require any tenant-level permission — every user can open and change their own preferences.

The page is a single scrolling column of cards: Personal details, Profile picture, Password, Two-factor authentication, notifications, Slack direct messages, Appearance, Workflow and Default workspace. This article covers the four that shape day-to-day work; two-factor enrolment, Slack DM opt-in and your avatar are self-explanatory on the page.

Personal details

Three fields:

• Full name — your real name, used in audit logs and team management views
• Email address — the address tied to your account (shown read-only; you can’t change it here)
• Display name — the name teammates see for you in Atender. Customers see your first name only unless you have typed a display name yourself; for example, teammates might see Erik Windahl Olsen while customers see Erik, or customers might see Erik W. if you enter that as your display name

Full name and Display name, the notification switches, and the Atender assistant card when it’s shown, are the only settings on the page that wait for a button. After editing, click Save changes at the top of the page — until then the header shows Unsaved changes.

Appearance

Appearance has five controls: one icon-color toggle and four display or style controls. The style pickers are clickable preview swatches rather than dropdowns, and a Preview vignette beside them shows the sidebar and message styles as you hover.

Sidebar style lets you choose between Ink (the default) and Light. This is a personal preference saved per user, so changing it only affects how Atender looks for you.

Message style sets how your own sent messages look in a conversation: Ink (the default), Light, or High visibility.

Reply box size sets how much room the reply box takes when you answer — Standard (the default), Large, or Full. The larger sizes leave less of the conversation on screen.

The icon color toggle is a separate appearance control:

• Colored icons — when on, the conversation status tabs (Active, Snoozed, Done) show in their natural colors and the navigation sidebar icons are color-tinted. When off, they’re a uniform gray. Off is the default; some users find it less visually noisy.

Conversation width controls how wide messages run in a conversation for you. Standard is the default and uses an 896px conversation column. Full lets messages use the room the pane gives them for more horizontal reading and writing space, while still capping the content with a gutter so it doesn’t stretch edge to edge. This setting is personal to the agent and doesn’t change anyone else’s layout.

Panel rail, under Settings → Preferences → Workflow, controls where the conversation panel buttons sit. On is the default and shows the buttons in a fixed strip at the right edge of the conversation. Turning it off restores the three-dot hover dock. This is a personal display preference and saves instantly, so changing it only affects your own conversation layout.

Compact conversation header is a personal display preference under Settings → Preferences → Workflow. Off is the default. When you turn it on, Atender moves the conversation subject, ID, and status into the action bar and merges header rows to reduce vertical chrome. It only changes your own conversation layout and doesn’t remove any conversation controls.

Appearance controls save instantly — no need to click Save changes.

Workflow settings

After marking as done controls what happens to your view when you finish a conversation:

• Stay in conversation — the conversation you just closed stays open. Default.
• Go to conversation list — in full-screen view, Atender takes you back to the inbox list. In the split view, where the list is already visible, it behaves like Next conversation.
• Next conversation — Atender opens the next conversation in your current list, following the filters and sort order you have applied.

If you handle conversations one after another like a queue, Next conversation speeds you up. If you often look back at what you just closed (to add a tag, write a snippet, etc.), Stay in conversation is the right choice.

Opening a conversation link sets what the link button does when you open a conversation from inside another one: Open in a new browser tab (the default), Open full screen, or Open as a pinned tab. The three-dots button next to the link always offers all three regardless of this setting. Note that this one is stored in your browser rather than on your account, so it does not follow you to another machine.

Keep tags in the details panel decides where a conversation’s tags sit. On (the default) puts them in Conversation Information on the right, giving messages more room; off shows them above the conversation instead.

Automatically set finished calls to done controls what happens to phone conversations you answer. Off is the default. When you turn it on, answered phone conversations assigned to you move from Active to Done automatically when the call hangs up.

This preference applies per user. It only runs for the handling agent who has enabled it, but because it changes the conversation status, it can affect whether that conversation still appears in shared Active inbox views.

Workflow settings save instantly.

Default workspace

If you belong to more than one Atender workspace (most users don’t), the Startup workspace picker is where you choose which one opens when you sign in. It saves as soon as you pick. Single-workspace users can ignore this section.

What about language?

Your interface language is a separate section in the Settings sidebar (Settings → Language). It used to live here historically but was split out so it’s easier to find. Change your interface language there.

Troubleshooting

• Symptom: Save changes is disabled. Fix: The button stays disabled until your user data has loaded and you’ve made an edit to Full name, Display name, the notification switches or the Atender assistant card (when it’s shown). Nothing else on the page routes through that button — every other control saves the moment you change it.

• Symptom: I changed my display name but customers still see the old one. Fix: Conversations rendered before the change keep the old name in their history. New replies you send after the change will use the new display name.

• Symptom: “After marking as done” is set to Next conversation but it took me somewhere unexpected. Fix: Next conversation follows your active filters and sort order in the inbox. If you’ve narrowed to a specific team or tag, the “next” is the next match within that filter. Clear filters to use a global next.