Everything your agents need. One screen.
When a conversation needs a human, they get the full picture — conversation history, customer context, AI-suggested responses, and one-click actions.
The full conversation, in context
One threaded timeline with customer messages, AI responses before handover, internal notes, call transcripts, and attachments — all inline. Agents see exactly where the AI left off and pick up without the customer repeating anything. Keyboard shortcuts keep everything fast for teams handling dozens of conversations a day.
- Reply — Enter
- Assign — A
- Tags — T
- Mark Done — D
Know who you're talking to
Contact details, customer tier, VIP badges, conversation history, and custom fields — all in a sidebar that updates in real time. One-click actions to call, email, or open the CRM record without leaving the workspace. The information that matters to your business is always visible, never stale.
AI-powered suggestions, right in the workflow
Sidekick generates thread summaries, drafts responses grounded in your knowledge base, and detects entities like order IDs and tracking codes — all without getting in the way. Agents accept, tweak, or ignore suggestions. Confidence thresholds are tunable per-team, so each group controls how aggressively the AI assists.
Rich email, built in
A full rich-text editor that opens inline — templates, drag-and-drop attachments, CC/BCC, and the entire thread visible while you compose. The email goes out, the reply lands back in the same conversation. No mail client switching, no lost context.
Consistent answers, instantly
Reusable templates with dynamic variables that fill in automatically — agent name, order number, company. Open the snippet picker with a keystroke, search, and insert without touching the mouse. Shared libraries keep the brand voice consistent; personal snippets let agents pin the replies they send most.
The Agent Workspace is where human agents handle conversations escalated from AI Agents. Sidekick draws from the Knowledge Base. Cases track follow-up work. Monitor lets supervisors see what every agent is working on.
AI Agents
Conversations are escalated from AI Agents to the workspace when human judgment is needed.
Knowledge Base
Sidekick surfaces relevant articles from the Knowledge Base to help agents respond faster.
Cases & Automation
Follow-up work is tracked as cases and triggered by automation rules within the platform.
Monitor
Supervisors use Monitor to see real-time agent activity, queue health, and conversation load.
Everything agents need, in one place.
See Atender in action
Book a personalized demo and see how AI-powered customer service with expert humans can transform your support operation.