The Amazon channel
The Amazon channel is an early-access integration for Amazon sellers who want to manage buyer messages in Atender alongside every other support channel. You connect your Amazon Seller Central account via OAuth, and Amazon’s buyer-message notifications flow into Atender as conversations.
Early access. This channel is being built out. Inbound buyer messages work end-to-end today, and agents can reply to Amazon buyer-seller conversations from Atender. Replies are routed through the buyer alias tied to the conversation’s Amazon case UUID. Talk to your account team before relying on Amazon for production support, especially if you need a live delivery check or account-domain validation.
What works today
- Connect a seller account. Open Settings → Amazon, click Connect with Amazon, complete Amazon’s Login with Amazon (LWA) OAuth flow, and link a seller account to your Atender tenant.
- Multiple seller accounts per tenant. Connect more than one account if you operate across regions or storefronts.
- Per-account team assignment. Each connected account routes inbound conversations to a default team you pick.
- Inbound buyer messages. Atender receives Amazon’s buyer-message notification emails, parses them, looks up the related order, and creates a conversation tied to that order’s buyer.
- Replies from Atender. Agents can reply to Amazon buyer-seller conversations directly from Atender. Atender routes each reply through the buyer alias associated with that conversation’s Amazon case UUID.
- Order-linked conversations. When a buyer reaches out about an order, Atender resolves the order context — order ID, items, marketplace — and attaches it to the conversation so the agent has the basics without leaving Atender.
- Status tracking. Each connected account shows a status badge: Healthy, Re-auth required, or Disabled. Re-authentication uses the same OAuth flow.
What is NOT shipped yet
- Order modification. Reading order context is supported; writing back to orders (cancel, refund initiation, etc.) is not part of the channel.
- Catalog browsing inside the conversation. SP-API catalog access exists on the backend but is not surfaced in the agent UI.
- Settlement and finance data display. Same as catalog — backend access exists, no UI surface.
- Fully self-serve delivery validation. If a reply bounces or does not appear in Amazon, your account team may still need to run a live delivery check or validate the account domain setup.
How it fits
When inbound works, an Amazon conversation behaves like any other Atender conversation. It carries the same lifecycle (Active, Snoozed, Done, Archived), it can be assigned, tagged, and merged, and it surfaces in the same inbox views your team uses for Email and Web Chat. The difference is the order-context block, which is specific to Amazon conversations.
How to know if Amazon is right for you
Connect Amazon today if:
- You run an Amazon Seller Central operation and want buyer messages visible alongside other channels.
- You want agents to read and reply to Amazon buyer-seller messages from Atender.
- You’re comfortable treating the channel as early access, with your account team available if delivery validation is needed.
Wait if:
- You need order modification, catalog browsing, settlement data, or finance data inside the conversation as a hard requirement for go-live.
- Your buyer-message volume is so high that you need production-readiness confirmation before moving replies into Atender.
Where to start
If your account team has enabled Amazon for your tenant:
- Open Settings → Amazon.
- Click Connect with Amazon and complete the LWA OAuth flow.
- Pick the marketplace, optional store name, and a default team.
- Save. Inbound buyer messages will start arriving as new conversations.
If you don’t see Settings → Amazon in your tenant, contact your account team — the channel is gated and may not be enabled for every workspace.