The Email channel
Atender’s Email channel connects your support operation to professional-grade email infrastructure powered by Mailgun. Customers reach you at your own domain — support@yourcompany.com — and every reply flows into the same inbox as Web Chat, Voice, and every other channel.
What you get
- Your own domains. You send and receive on addresses customers already trust. Atender does not own the domain — you do.
- Multiple domains per tenant. Run several support addresses from one Atender tenant. Useful when you operate more than one brand from the same customer service team.
- Data residency. Each domain is pinned to either US or EU infrastructure at setup time. Choose the region that aligns with your compliance obligations.
- Webhook-based inbound. Mailgun calls Atender the moment an email arrives, so new messages land in the inbox in real time.
- Sender identity. You control the From name and From email on every outgoing message.
- Verified ownership. Atender will not send from a domain until DNS records prove you own it, which protects your sending reputation.
How it fits
Email is one of Atender’s text-first channels. A customer writes to your support address, Mailgun delivers the message to Atender, the conversation lands in Conversations like any other inbound message, and your team (or an Agent Stack) replies. The reply goes back out through your domain, so the customer sees a reply from your address — not from Atender.
If you author branded transactional or campaign emails (CSAT surveys, automation-triggered emails, user invitations), those use the Email Studio templates and inherit the same domain.
What is NOT in the Email channel
To avoid confusion with what you may have used in other platforms:
- No mail-forwarding setup. You do not configure forwarding on your own mail server. The MX records hand inbound mail to Atender directly.
- No mailbox import. Email arrives via Mailgun’s inbound webhook, not by polling an IMAP mailbox.
- No deliverability dashboard. Bounce, complaint, open, and click tracking are not surfaced as a tenant-facing dashboard today.
Where to start
If you are setting up email for the first time, follow this order:
- Add a domain — pick a region and generate your DNS records.
- Verify the domain — add the records at your DNS provider and wait for the status to flip to Active.
- Configure your sending identity — set the From name and From email customers will see.
After that, every reply sent from a conversation goes through your domain automatically.