What are Tool Docks?

Tool Docks embed external tools and integrations into Atender’s conversation view as slide-out panels that appear next to the message thread. Instead of tab-switching to ClickUp, your CRM, or an internal admin page, your agents open the relevant tool dock and keep it alongside the customer they’re helping.

Agents stay in the conversation. The customer’s context is right there. Whatever the agent does in the panel can talk back to Atender — adding a tag, assigning the conversation, sending a message — through a small set of supported actions.

The kinds of integrations

• Built in — A dock Atender builds and keeps working. ClickUp connects with the Client ID and Client Secret of an app you create in ClickUp. HubSpot, Shopify, Stripe and Jira use the connection you made in Capabilities: the customer’s HubSpot contact, tickets and deals, their Shopify orders, their Stripe subscriptions, invoices and payments, or the Jira issues linked to the conversation (or to all of a contact’s conversations) with live status. A Stripe dock can also refund a payment, cancel a subscription and send an invoice again, when you turn those actions on. From a Jira dock, agents can create, link and unlink issues. To set up Jira, an admin connects it in Capabilities with an Atlassian sign-in, then adds the Jira dock under Tool docks. Its default shortcut is J. See Add a HubSpot or Shopify dock for the HubSpot and Shopify steps; the Jira dock is added the same way. — The tool you need is built in. Always prefer this over a web page.
• Data card — Reads one thing from a system you already connected and shows the answer beside the record. — A system you connected in Capabilities that has no built-in dock.
• Web page — Opens a web page your team hosts inside the panel. The address must use https on a public host. — Internal tools, custom admin dashboards, anything web-based that is not built in.

All kinds open in the same place and use the same keyboard shortcuts. A web page can offer fewer sizes than the three below, and only a web page can trigger Atender actions back from the panel.

Keyboard access

Every tool dock has a single-letter shortcut. When keyboard shortcuts are on for the workspace, press X then the tool’s letter — for example, X then C for a ClickUp dock. Agents who handle dozens of conversations a day live in these shortcuts.

If Panel rail is enabled, configured tool docks also appear as buttons in the conversation’s right-side panel rail. The rail button opens the same dock, so agents can click it without memorizing the shortcut.

You set the shortcut letter when you configure the tool. Pick one that’s memorable for the tool name (C for ClickUp, J for Jira, S for Salesforce).

Sizing

Tool docks come in three sizes:

• S — 360px — Quick lookups — order details, customer info, notes.
• M — 480px — Forms and detailed views.
• L — 640px — Dashboards, complex interfaces, anything with a real layout.

You pick a default size per tool. Agents can resize on the fly if the integration allows it.

Two-way communication

A web-page dock isn’t just a frame around a webpage. It can read conversation context (who the customer is, what the conversation is about) and trigger Atender actions back — Add a tag, Assign the conversation, mark it Done, Snooze it, or Send a message. See Tool dock actions reference for the full list and how each works.

This is what turns a tool dock from an embedded browser into a workflow extension. A custom integration that, after the agent processes a refund, automatically tags the conversation refunded and resolves it — that’s three clicks the agent doesn’t have to make.

Where it shows up

Tool docks appear beside the record they are placed on: a conversation (the default), a contact, an organization, a case or an incident. When Panel rail is enabled, configured docks also appear as buttons in the right-side panel rail. On a conversation, a dock works on every channel — email, chat, voice, SMS, WhatsApp, Messenger.

Where to start

• Connect a pre-built integration: Connect a marketplace integration
• Embed any URL: Add an iFrame integration
• Make your dock trigger Atender actions: Tool dock actions reference