Does Atender provide phone numbers, or do I bring my own?

Both. Provision new local or toll-free numbers in markets around the world, or port your existing numbers in. Numbers route into the same IVR flows, queues, and agent workspace as everything else.

Can the IVR be built without developers?

Yes. The visual flow builder is drag-and-drop — say message, gather input, queue, callback, business hours, API calls — with inline configuration and real-time validation. Describe what you want in plain language to get a working draft in seconds.

Are calls recorded and transcribed?

Recording is rule-based with consent controls, linked to the conversation record. Recordings are transcribed after the call, AI voice calls are transcribed live turn by turn, and voicemail is transcribed too. Caller and agent are labelled separately, and a per-workspace dictionary of up to 1,000 custom words keeps product names and jargon spelled right. There is no per-call AI summary.

Can calls be tagged automatically?

Yes. AI Auto-Tagging applies tags once the transcript lands — it applies them rather than suggesting them, and every run is recorded with its outcome. It can only use tags you have enabled for auto-tagging, and a tag a person removed is never re-applied.

Can we auto-tag chat and email but leave calls alone?

Yes. The same feature covers web chat, email and AI conversations, and a separate switch keeps calls out while text tagging stays on. Auto-tagging is off until you turn it on.

Can AI agents handle voice calls end-to-end?

Yes. Voice AI agents answer calls, handle intent detection, resolve common requests, and escalate to a human queue when needed — with the conversation state preserved exactly like any other channel.

Which countries can we provision phone numbers in?

Local and toll-free numbers across 80+ countries including the US, UK, EU, Nordics, Canada, Australia, and most of LATAM and APAC. Existing numbers can be ported in from most major carriers; coverage and porting timelines vary by jurisdiction.

What does call quality and latency look like?

Calls run over Opus and G.722 wideband codecs on geographically distributed PoPs, with sub-200ms one-way latency on most routes. The voice AI agent path adds <300ms for AI response generation, which is below the conversational threshold customers consciously notice.

How is voice pricing structured?

Per-minute pricing varies by destination and direction (inbound, outbound, toll-free), passed through transparently from carrier rates with a small platform margin. AI voice agent time is billed alongside human agent minutes so cost per call is comparable across handlers.

How does Atender handle call recording laws by jurisdiction?

Recording is rule-based with consent controls that adapt per region — one-party consent in most of the US, two-party consent in California and across the EU, with automated verbal disclosures triggered at call connect where required. Configurable per number and per flow.

Can agents make outbound calls or click-to-dial from the workspace?

Yes. Click-to-call from any contact record or conversation, outbound dialing from the agent workspace, and programmatic outbound via the API for campaigns or callbacks. Every outbound call is logged on the contact timeline alongside inbound history.

What happens to calls outside business hours?

After-hours flows are configured in the visual builder — voicemail (transcribed and routed to the inbox), callback scheduling, AI voice agent fallback, or routing to an overnight team. Customers don't get a dead line, and the next-morning team picks up with full context.

Platform

Phone support, reimagined

Build intelligent call flows with a visual IVR designer. Route calls, record and transcribe, and manage queues — all inside the platform.

Start for Free See how it works

500 conversations, no credit card.

Voice · IVRPublished

Incoming callPlay greeting · gather keypad input

Entry

1Press 1 — Sales

2Press 2 — Support

3Press 3 — Billing

Live call · 00:48

Transcribing…

“I need to change my delivery address.”

+1 415 · caller

Routed in 0.3s

See it live

Watch a call flow get built, then take the call

app.atender.com

What's in Voice & IVR

AI Auto-TaggingTags are applied to the conversation once the transcript lands.
TranscriptionCalls, AI voice calls and voicemail become searchable messages in the thread.
IVRDrag-and-drop call flow nodes on one canvas, configured inline.
Call queuesSkill-based routing, live hold-time estimates and overflow actions.
Call recordingRule-based recording with consent controls, linked to the conversation.
Custom words dictionaryUp to 1,000 product names and jargon terms, spelled the way you spell them.
Speaker separationCaller and agent are labelled in the transcript.
Phone numbersProvision local or toll-free numbers, or port the ones you have.
Outbound callingClick-to-call from a contact record or a conversation, logged on the timeline.
Accent conversionComing soon: softens a human agent's accent on live calls.

IVR

Design call flows visually

Drag-and-drop nodes — say message, gather input, queue, callback, business hours, API calls — and wire them together on a visual canvas. Every node configures inline, no screen switching. Describe what you want in plain language and get a working draft in seconds. Real-time validation catches broken paths before you publish.

VoiceInbound

IVR menu

1Press 1 — Sales

2Press 2 — Support

3Press 3 — Billing

Live call · 01:12

Transcribing…

“I need to change my delivery address.”

+1 415 · caller

Call queues

Queues that adapt in real time

Run as many queues as you need — sales, support, VIP — with skill-based routing, dynamic hold-time estimates, and live depth monitoring. When a queue overflows, the system automatically triggers callbacks, reroutes to secondary teams, or activates an AI agent. Priority routing bumps key callers to the front without disrupting everyone else.

QueuesLive depth

Support6

~1m 05s

Sales2

~0:30

Overflow0

~40s

ready

Wait 4m → 40s

Transcription

Every call, captured and searchable

Rule-based recording with consent controls, linked directly to the conversation record. Inbound and outbound recordings are transcribed after the call, AI voice calls are transcribed live turn by turn, and voicemail is transcribed too. Transcripts are ordinary messages in the conversation: full-text searchable, and they feed tagging and translation.

Transcripts can be translated like any other message — the full story is under Translation.

Speaker separation — caller and agent are labelled in the transcript
Custom words dictionary per workspace, up to 1,000 product names and jargon terms
Voicemail is transcribed and lands in the inbox
A caller opt-out deletes the audio

Call libraryTranscribed

refund call5 of 5 calls

Ava Bergström09:02 · 3:12

Caller…I'd like a refund for the damaged order that arrived last week…

Tom Reid09:07 · 1:48

Lena Fischer09:14 · 4:35

Marco Ruiz09:19 · 2:20

Priya Anand09:26 · 5:03

AI Auto-Tagging

Calls are tagged once the transcript lands

AI Auto-Tagging applies the tags itself rather than suggesting them for an agent to accept. When a call ends and its transcript arrives, the tags you have enabled for auto-tagging are applied to the conversation, and every run is recorded with its outcome.

It can only pick tags the workspace has enabled for auto-tagging
A tag a person removed is never re-applied
The same feature covers web chat, email and AI conversations
A separate switch keeps calls out while text tagging stays on
Off until you turn it on

Call · Ava BergströmAI Auto-Tagging

The call ends

Inbound · 3:12Ended 09:05

Transcript

CallerThe parcel still hasn't arrived — I'd like a refund.

AgentI can start that for you now.

Enabled for auto-tagging

refund

delivery-delay

sales-lead

Only these tags can be applied

Applied to the conversation

refunddelivery-delay

vipremoved by Mira · never re-applied

2 tags applied · run recorded

Accent conversionComing soon

Softening an agent's accent on live calls

Accent conversion softens a human agent's accent while they are on a call, so callers understand them more easily. It is not in the product yet.

How it connects

Voice conversations flow into the same inbox as every other channel in Conversations. AI Voice answers on top of these flows. Monitor shows live call queue status. Analytics tracks call metrics alongside all other channels.

Phone support, reimagined.

See Atender in action

Try the full platform for free. Or book a demo and we will walk you through it.

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500 conversations, no credit card.