Question 1

Is Atender's CRM replacing Salesforce or HubSpot?

Accepted Answer

Not usually. Atender CRM is built for customer service — contact profiles, interaction timelines, tier badges, and custom fields that agents and AI need in the flow. For sales pipelines and marketing automation, Atender integrates cleanly with your existing CRM via Tool Studio and the API.

Question 2

How do contact profiles update over time?

Accepted Answer

Profiles build themselves as conversations happen across any channel. Contact details, company info, tier badges, interaction history, and custom fields enrich automatically — and any field can be written by automation rules, AI agents, or a two-way sync with your main CRM.

Question 3

Can AI agents access contact data during conversations?

Accepted Answer

Yes. AI agents read contact profiles in real time — tier, history, custom fields, previous interactions — for personalised, context-aware responses. Tool Studio extends that to any system in your stack for lookups mid-conversation.

Question 4

Can I bulk-edit contacts or import from a file?

Accepted Answer

Yes. Search and filter your entire contact base by any field, tier, or tag, then bulk-edit in place. CSV import, API upload, and scheduled sync jobs cover initial migration and ongoing data refresh.

Question 5

How does two-way sync with Salesforce or HubSpot work?

Accepted Answer

Field-level mapping with configurable sync direction per field — source-of-truth wins on the fields you mark, with last-write-wins or manual resolution on conflicts. Sync runs on a schedule (typically every few minutes) or in real time via webhooks for fields you flag as critical.

Question 6

How do we handle GDPR right-to-be-forgotten requests?

Accepted Answer

A built-in erasure workflow removes a contact and their linked conversations, recordings, and transcripts on request, with a full audit trail of what was deleted and when. Retention policies can also auto-purge inactive contact data on a schedule you define.

Question 7

What custom field types are supported, and are there limits?

Accepted Answer

Text, number, date, dropdown, multi-select, boolean, URL, and reference fields. Practical limits are generous (hundreds of custom fields per contact); the bigger constraint is making sure each field has a clear owner so the schema doesn't drift over time.

Question 8

Is every change to a contact logged?

Accepted Answer

Yes. Every edit — by an agent, an AI agent, an automation rule, or an API call — is captured in an audit trail with author, source, before/after values, and timestamp. Required for SOC 2, GDPR, and most enterprise compliance reviews.

Question 9

What about duplicate contacts — can we merge them?

Accepted Answer

Yes. Duplicates are surfaced by email, phone, or custom-field matching, and merged with a clear preview of which fields and which interactions get kept. The merge preserves the entire conversation history from both contacts under the surviving record.

Question 10

Can we prioritize VIP customers?

Accepted Answer

Yes — customer tiers classify contacts by commercial importance, with up to six levels (e.g. VIP/Gold/Standard or Platinum through Bronze). Tiers are assigned manually, by automation rules, or synced via API, and they drive real behavior: VIP callers jump voice-queue priority, each tier can carry its own SLA targets, routing rules escalate by tier, and analytics segment by tier. Colored tier badges appear on conversations, profiles, and queues throughout the product.

Question 11

Is contact storage capped, and how is it priced?

Accepted Answer

Contact storage is not metered on standard plans — store every customer you've ever talked to without watching a counter. API call volume and active seat count drive pricing, so the CRM scales with your team, not with how many contacts you have on file.

Every customer. Complete context.

Profiles that tell the whole story

Tiers that treat VIPs like VIPs

Search and manage at scale

Agent Workspace

AI Agents

Automation

Profiles that tell the whole story.

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