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Actions catalogue

Every action an automation can run, grouped by category — communication, conversation lifecycle, cases, external (webhook), and flow control (wait).

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Actions catalogue

Actions are the verbs of an automation. Each branch has an ordered list of actions that runs top to bottom when the branch matches. This reference covers every action type Atender supports, grouped by category.

Communication

  • Send message — Reply on the conversation’s own channel — email, SMS, WhatsApp, Messenger, web chat — using inline content and merge tags
  • Send Email Studio template — Render and send a designed template from Email Studio, with language selection that can match the inbox or be set explicitly
  • Send email (external) — Send an email to an arbitrary address — useful for internal alerts or notifying a third party
  • Send Slack message — Post to a Slack channel via incoming webhook or bot integration
  • Send CSAT survey — Trigger a CSAT survey delivery
  • Send notification — In-app notification to one or more agents
  • Add note — Append an internal note to the conversation (not visible to the caller)

Conversation lifecycle

  • Assign conversation — Set the assigned agent, team, or both
  • Update status — Move the conversation between statuses (active, snoozed, done, archived)
  • Resolve — Mark Done
  • Reopen — Pull a Done conversation back into Active
  • Add tag — Apply a tag
  • Remove tag — Strip a tag

Cases

  • Assign case — Owner / team
  • Change case stage — Move through the case workflow
  • Close case — Mark closed
  • Reopen case — Pull a closed case back open
  • Set priority — High / medium / low
  • Add case tag — Tag at the case level
  • Remove case tag — Strip a case tag
  • Link conversation to case — Attach the triggering conversation to a case

External

  • Webhook — POST / GET / PUT / DELETE to an arbitrary URL with templated headers and body — the universal escape hatch for systems Atender doesn’t natively integrate with

Flow control

  • Wait — Pause the sequence for a delay before running the next action. Use for “send three hours after resolution” patterns.

Send Email Studio template — the most-used integration

Most workflows that send a templated email use Send Email Studio template rather than raw Send message. The action picks a template by ID, optionally a specific version, and resolves the language one of two ways:

  • Match the inbox language — pick the language attached to the email channel that the conversation came in on, falling back to English if that language isn’t translated.
  • Pick a specific language — explicitly set the language code.

The rendered HTML carries an X-Email-Template header so you can see which template produced any given message in delivery logs. Merge tags inside the template ({{contact.name}}, {{conversation.subject}}, custom fields) fill at send time from the conversation context.

Webhook templating

Webhook bodies and headers support the same merge-tag syntax as messages. A typical payload:

{
  "case_id": "{{case.id}}",
  "tenant": "{{tenant.slug}}",
  "amount": "{{case.custom_fields.refund_amount}}"
}

The webhook action records each call in execution history with the request, response status, and response body — useful for debugging downstream failures.

Wait — and why some recipes need it

The Wait action pauses the sequence for a configurable delay. Atender resumes the sequence at the next action when the delay expires. Use for:

  • Three-hour gap before sending a CSAT survey
  • 14-day gap before archiving inactive Done conversations
  • 24-hour gap before sending a follow-up “anything else?” template

Waits are persisted; if Atender is restarted mid-wait, the action resumes correctly.

See also

Tags

Reference
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