Question 1

What is the CRM in Atender?

Accepted Answer

The contact record behind every conversation. A contact holds email addresses, phone numbers, custom fields, the organization they belong to, an optional tier, and every conversation they have had with you, on any channel. It is the system of record inside Atender — agents, automation rules, AI agents and the API all read and write the same contact.

Question 2

How do contact profiles update over time?

Accepted Answer

They build themselves as conversations happen. A new email address or phone number is attached to the contact it belongs to, custom fields can be written by automation rules, AI agents and the API, and the Conversations tab on the record collects the history across channels.

Question 3

Can AI agents access contact data during conversations?

Accepted Answer

Yes. AI agents read the contact record while they work — custom fields, the tier, and earlier conversations — and a capability extends that to your own systems for a lookup mid-conversation.

Question 4

How do we get contact data in and out?

Accepted Answer

Through the REST API and MCP. There are tools and endpoints to list, read, create, update and delete contacts and to list a contact's conversations, each behind its own scope — contacts:read, contacts:write and contacts:delete. Creating a contact that already has a matching email address returns the existing one instead of a duplicate. There is no CSV import or CSV export of contacts, and no bulk edit; the list lets you select several contacts to merge them.

Question 5

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

Accepted Answer

Deletion requests are numbered (DR-1, DR-2 and so on) and remove a contact together with their linked conversations, recordings and transcripts. Each request has a grace window before anything is removed, a typed confirmation, a frozen scope, a step-by-step evidence trail, a 30-day archive, and a deletion certificate at the end. See Access and privacy for how one runs.

Question 6

What custom field types are supported?

Accepted Answer

Text, Text Area, Number, Date, Dropdown, Multi-Select, Nested Dropdown, Checkbox, URL, Email and Phone. A field can sit on the contact, on the conversation, or both, and can be set to appear only when another field has a particular value. Fields are arranged on the record with a layout builder, and can be grouped into their own tabs.

Question 7

What record do we get when contact data is deleted or exported?

Accepted Answer

A deletion request keeps a step-by-step evidence trail of what it touched and ends with a deletion certificate, with a 30-day archive behind it. A customer data export ships as ZIP parts with a manifest and an exclusions report, needs the privacy permission and a written reason, and every download is logged. There is no general audit log of ordinary contact edits.

Question 8

What about duplicate contacts — can we merge them?

Accepted Answer

Yes. Creating a contact whose email address or phone number already exists is refused, and you are offered the merge instead. In the merge you pick the record to keep and then choose, field by field, which name, which email addresses and which phone numbers survive. All conversations from both contacts end up on the surviving record.

Question 9

Can we prioritize the customers who matter most?

Accepted Answer

Yes — Customer Tiers. You define up to six tiers yourself, each with its own name, colour and priority, and the feature's own name is yours to set too. Tiers are assigned by hand on the contact, by the automation action Set Customer Tier, or through the API. Turned on, they float tiered customers to the top of the inbox, and a call queue can be set to let higher tiers jump ahead. Tiers do not set deadlines — SLA policies apply per team and channel, and the conversation's priority picks which threshold it is measured against. Customer Tiers are off until you enable them.

Question 10

Can a contact be a company rather than a person?

Accepted Answer

Yes. A contact is either an individual or an organization. An organization carries an email domain and the people who belong to it are linked to it, so you can open the organization and see its contacts. Customer Portal access is configured per organization.

Every customer. Complete context.

What's in CRM

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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