What is the conversation list?

When you open Atender, this is where you land. The conversation list is the beating heart of the platform — a unified inbox where every customer interaction flows in regardless of channel.

Email, SMS, WhatsApp, phone and voice calls, web chat, Instagram, Facebook Messenger, Amazon, Google Business, Trustpilot, Slack and custom channels — they all show up here as one scrollable list. The channel is a detail, not a category. Agents work in one place, with one workflow, and every customer gets the same quality of service.

Tabs

The list is organized into four tabs:

• Alia — Live conversations managed by an Agent Stack by default. The Alia status picker can also show Done or Archived conversations completed by an Agent Stack. Its badge count follows the current status picker in the Alia tab
• Active — All conversations currently in progress and awaiting action
• Snoozed — Conversations parked until a specific time
• Done — Resolved conversations, kept for reference and review. Human-resolved conversations and stack handoffs remain here; stack-resolved closed conversations are reviewed from Alia

Most agents live in Active. Supervisors and reviewers spend time in Done for human-resolved work and stack handoffs, and use Alia to review AI-managed work, including closed stack-resolved conversations through the Alia status picker.

The Done tab carries no count badge — only Alia, Active and Snoozed do.

What you see on each row

Each conversation row packs a surprising amount of information into a compact, scannable layout — contact name and avatar, tags, subject, last-message preview, AI badge, team / agent assignment, SLA priority, unread indicator, and timestamp. Voice conversations also show call queue and call status.

See the conversation list elements reference for what every element on a row means.

Sorting

Four sort options:

• Last activity — Default — most recently active conversations first, where “activity” is the latest customer or agent message (or the conversation’s creation time). Use when every new message should move a conversation
• Updated — Ordered by the conversation record’s own last-updated stamp, which any write bumps — a status change, an assignment, a tag edit — not just messages
• SLA Priority — Most urgent conversations bubble to the top. Matches “what’s about to breach”
• Last contact message — Ordered by the customer’s first unanswered message while the conversation is awaiting an agent response, falling back to the latest customer message when there is no unanswered anchor. Matches “who’s been waiting”

Follow-up messages from the same customer do not bump the row or restart the waiting age; an agent reply clears the wait window, and the next inbound customer message starts a fresh one.

Each sort can be toggled ascending / descending. Press B to open the sort picker; each option carries a number, and pressing the same number again reverses the direction.

Filters and saved filter sets

Beyond the four tabs, you can apply filter combinations and save them as named filter sets for quick switching between focuses (your queue, your team, Alia review, escalations). The filter panel offers:

• Quick Filter — Everything, Unassigned Only, Assigned Only, Mentions
• Escalation — Only escalated from AI, and Abandoned in IVR for calls abandoned before the caller reached a queue
• Date Range — including a custom range
• Channels, Teams, Agents, Agent Stacks, Tags, Priority, SLA Status, Language
• Statuses — the Alia tab only, since every other tab is itself a status

Teams and Agents each offer an Unassigned option; Agent Stacks offers No agent stack to find conversations with no stack assignment. Choosing Done, Active, or Archived in the Alia Statuses picker updates the Alia list and its badge together, while the other tab badges stay tied to their own tabs.

Saved sets preserve every filter in that list except the Alia Statuses pick, which is a tab selector rather than a shared filter. Sets you save are your own; a workspace can also publish shared presets, which appear in the same picker under Shared filters alongside My filters. See Saved filters.

Bulk actions

Select multiple conversations (checkboxes appear on hover) and an action bar appears above the list. It offers:

• Mark as done (D) — flips the selection between Done and Active; it is the only bulk status change, and the button is hidden while you are on the Done tab
• Assign (A) — assign all to an agent or team
• Add tags (T)
• Add to stack (@) — open the selection as stacked tabs
• Merge conversations — shown once two or more rows are selected
• Send mass reply (R) — one message goes out as a real reply on every selected conversation, optionally with a status change (Mark as Done, Snooze, or Archive)
• Add to monitor
• Unassign ALL tickets from this agent — shown only while the list is filtered to exactly one agent, and it ignores your selection and includes Done

See Use bulk actions on conversations and Merge conversations.

Keyboard shortcuts — fast navigation

Atender is keyboard-first for agents who want speed. Common shortcuts:

• G then I — Jump to Active tab
• G then Z — Jump to Snoozed tab
• G then D — Jump to Done tab
• T — Open tag picker
• Enter — Open the reply editor on the open conversation (in full-screen list view, opens the selected conversation)
• R — Same as Enter on an open conversation; with two or more rows selected, opens the mass reply
• A — Assign
• D — Toggle Done
• Z — Snooze
• B — Open the sort picker
• Cmd-Shift-Enter — In the reply editor: Send & Close — sends, then marks the conversation done (the bread and butter)

Full list in keyboard shortcuts reference.

The “two axes” model

Conversation state in Atender has two independent axes:

• Lifecycle status — Active / Snoozed / Done / Archived. Where the conversation lives.
• Engagement state — Pending / Engaged. Whose court the ball is in.

These are orthogonal. A conversation can be Active+Pending (active, ball in our court — needs reply) or Active+Engaged (active, we just replied — waiting on customer). Understanding both is what separates “everything’s a fire” from “I know what to work on next.”

See Conversation statuses and Engagement state.

Where to start

• Day-to-day work: Reply to a conversation, Snooze, Mark Done
• Pick up the model: Conversation statuses, Engagement state
• Move faster: Keyboard shortcuts reference
• For supervisors: Monitor, Bulk actions