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.
500 conversations, no credit card.
What's in Agent Workspace
- SidekickThread summaries and draft replies grounded in your knowledge base.
- MacrosUp to nine effects applied together, reviewed by the agent before anything happens.
- Conversation viewOne threaded timeline: customer messages, AI replies, notes, transcripts and attachments.
- Keyboard shortcutsReply, assign, tag and mark done without reaching for the mouse.
- Customer contextContact details, tier, history and custom fields in a sidebar that updates live.
- Entity detectionOrder IDs and tracking codes are lifted out of the thread for the agent.
- Email StudioA rich-text editor inline in the thread, with attachments and CC/BCC.
- SnippetsSaved reply text with a title, a shortcode and a category.
- PlaceholdersAgent, contact and custom-field values, plus questions the agent answers as they insert.
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.
Snippets
Saved reply text — rich text with a title, a shortcode and a category. Type the shortcode or open the picker, and the text lands in the composer with its placeholders filled from the agent, the contact, and contact or conversation custom fields. Placeholders the author wrote as a question are put to the agent instead.
- Placeholders: {{agent.…}}, {{contact.…}}, custom fields, and {{ask.…}} prompts the agent fills in
- An unresolved placeholder blocks sending until it is filled
- Personal or global, with per-team restrictions
- Inserted by shortcode, picker, selection toolbar, or an AI suggestion panel
Macros
A macro carries up to nine effects that run together, and one of them can be a snippet. Each effect has an “apply by default” tick, and the agent sees all of them in an apply dialog before anything happens — untick the ones this conversation does not need, then apply.
- Effects: snippet, assign agent, assign team, status (active, snoozed with presets, done, archived), tags, priority, CC, internal note, subject
- A macro never sends the reply itself — it lands in the composer and the agent presses Send
- The same placeholders as snippets, including {{ask.…}} prompts
- No per-market variants and no link to knowledge-base articles
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
Try the full platform for free. Or book a demo and we will walk you through it.
500 conversations, no credit card.