Question 1

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

Accepted Answer

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.

Question 2

Can the IVR be built without developers?

Accepted Answer

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.

Question 3

Are calls recorded and transcribed?

Accepted Answer

Recording is rule-based with consent controls, linked to the conversation record. AI transcription converts every call into searchable text that feeds analytics, QA, and AI training — so voice becomes structured data, not a file nobody ever opens.

Question 4

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

Accepted Answer

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.

Question 5

Which countries can we provision phone numbers in?

Accepted Answer

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.

Question 6

What does call quality and latency look like?

Accepted Answer

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.

Question 7

How is voice pricing structured?

Accepted Answer

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.

Question 8

How does Atender handle call recording laws by jurisdiction?

Accepted Answer

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.

Question 9

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

Accepted Answer

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.

Question 10

What happens to calls outside business hours?

Accepted Answer

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.

Phone support, reimagined

Watch a call flow get built, then take the call

Design call flows visually

Queues that adapt in real time

Every call, captured and searchable

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Phone support, reimagined.

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