Question 1

Which channels are in the unified inbox?

Accepted Answer

Email, web chat, WhatsApp, SMS, voice, Messenger, Instagram, and Amazon — all as a single sortable, filterable inbox. Each conversation appears as one continuous thread per customer, regardless of how many channels they switch between.

Question 2

How does search work across thousands of conversations?

Accepted Answer

Stack structured operators like channel:, status:, priority:, agent:, tag:, and from: with boolean logic, or flip to AI search and describe what you need in plain language. Saved searches turn into one-click sidebar shortcuts for the team.

Question 3

Can I switch a conversation from chat to email mid-thread?

Accepted Answer

Yes. Promote a chat to email, move an SMS to voice, keep the entire thread intact. The customer's whole history stays in one place no matter how the contact channel changes.

Question 4

What does the web chat widget include?

Accepted Answer

One script tag, your brand colours, a full AI agent behind it. Typing indicators, read receipts, rich media, and a seamless handoff to a human when needed — chat history already loaded for the agent picking up.

Question 5

Can we merge or split conversations?

Accepted Answer

Yes. Merge two threads when the same customer reached out twice; split a conversation when one thread accidentally contains two separate issues. Customer history and tags are preserved correctly across the operation.

Question 6

How do internal notes work versus replies to the customer?

Accepted Answer

Notes are visible only to your team and appear inline in the same thread as customer messages, so context stays together. @-mention a teammate to pull them in; mention the AI to ask Sidekick a question about the thread without sending anything to the customer.

Question 7

What happens when a customer writes in a different language?

Accepted Answer

The conversation is auto-detected and tagged with the customer's language; AI agents and Sidekick respond in that language, drawing translations from your knowledge base. Agents can keep their UI in English while the customer-facing thread runs in any of 50+ languages.

Question 8

How does Atender handle spam and abusive contacts?

Accepted Answer

Inbound spam filters block known patterns at the edge. Abusive contacts can be muted, blocked, or routed to a dedicated handling team with rules that strip threats or PII before they reach agents. Every action is auditable.

Question 9

Is there a mobile app for agents on the go?

Accepted Answer

Yes. The mobile app covers triage, replies, voice call handoffs, and approval actions — designed for on-call leads and after-hours coverage rather than as a full agent station. Sustained agent work is best on desktop, but nothing blocks responding from a phone when needed.

Question 10

Are there per-conversation or per-channel volume limits?

Accepted Answer

No artificial caps. Threads can run for months and span hundreds of messages without performance degradation. Inbox views paginate and lazy-load so a 50,000-conversation backlog opens as fast as 50.

Every channel. One inbox.

All your channels, unified

Find any conversation, instantly

Meet customers where they are

Manage at scale

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Every channel, one conversation.

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