Set your personal preferences

Preferences are the personal settings every user controls for themselves — where your assistant shows, your profile information, how the interface looks for you, what Atender does after you mark a conversation as done, how times read, whether answered calls you handle are moved to Done automatically, whether accent translation runs on your calls, 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 one scrolling column. Links at the top take you to each section: Assistant (when it’s shown), Profile, Security, Notifications, Slack, Appearance, Workflow and Workspace. On a phone the sections are a list, and each opens on its own. This article covers the sections that shape day-to-day work; two-factor enrolment, Slack DM opt-in and your avatar are self-explanatory on the page.

Atender assistant

The Atender assistant card is the first section of the page. Show the assistant sets where your assistant waits while you work:

• In the header — an Assistant button sits at the far right of the page header. Click it to open the assistant panel under the header. Default. A page with no header has no button; open the assistant from your profile menu, with G then H, or from the command palette.
• Off — no button shows. Your assistant is still available: press G then H, or choose Assistant in your profile menu.

The assistant never floats over the page, so it does not cover notifications or buttons at the bottom of the screen. If you had the old corner bubble, Atender now shows your assistant in the header.

When the onboarding courses are available to you, the card can also show Shortcut tips, with a Show shortcut tips button when you turned the tips off from a tip, and Learning, with Remove learning or Restore learning. Your course progress stays saved when you remove learning.

Changes on this card wait for Save changes.

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

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.

Timestamps sets how the times on messages and notes read, both inside a conversation and on the rows of the inbox list:

• Relative time — the default. Times read as an age, like 2 months ago.
• Exact date and time — the same times read as a date and time in place, for example 17 Sep 2026, 13:14, in your own timezone.

Whichever you pick, hovering over a time still shows the full time down to the second. The setting reaches the message and note times in the thread and the times on the inbox rows; call entries and the system rows inside a conversation keep their own time format.

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.

Accent translation makes your accent softer, in English, for the caller on phone calls you answer in the browser. Off is the default. A call that reaches you through a call queue is translated only when an admin turned accent translation on for that queue. A call that came through no queue, such as an outbound call, is translated when the caller’s language is English, or when it is not known and the queue the conversation last came through has accent translation on. A caller whose language is known and is not English is never translated. Accent translation replaces AI noise suppression and adds less than one second of delay; while your switch is on, AI noise suppression does not run on any of your calls, translated or not. It does not work in the mobile app. The switch shows only when Atender has accent translation set up and at least one call queue in your workspace has it on. See Turn on accent translation.

Workflow controls 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.