Concepts
How Atender thinks
Twelve concepts that define how the platform works under the hood. Read in order or jump to the one you need — every concept page links to the others.
01
Conversations
Every customer interaction is a conversation — its lifecycle, statuses, and how it moves through the platform.
02
Agent Stacks
How AI agents are organised into teams that handle specific kinds of work.
03
Capabilities
What an agent can do — defining the action, securing it, and connecting it to your stack.
04
Knowledge
The single source of truth that AI and humans share.
05
Channels
Email, chat, voice, social — every way customers reach you, in one place.
06
Tags
Categorisation that drives routing, automation, and analytics.
07
Automations
Set the rules. Atender runs the playbook.
08
Sidekick
The AI partner inside the agent workspace.
09
CRM
Customer profiles, history, and context — in one record.
10
Incidents
When something goes wrong — detection, escalation, and resolution.
11
Returning Customers
Recognising the people you've helped before.
12
SLA
Service level agreements, response targets, and how Atender keeps them.
13
Monitor
The supervisor's window on the floor — composable views, live updates, and two coaching tools.
14
Shortcuts
Atender is driven from the keyboard — direct keys, chords, and the command palette for everything else.
See Atender in action
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