# AttendTo — Complete dashboard manual > How to use the AttendTo platform in full: every menu, every screen, and every > button of the company dashboard and the reseller portal, who can use it (owner, > admin, agent), step-by-step guides for day-to-day tasks, and frequently asked > questions. Product summary: https://attendto.com.br/en/llms.txt · To read in the browser: > https://attendto.com.br/en/manual ## Contents - [Getting started: how to log in to the panel, activate the account and prepare the first day of AI-powered service](https://attendto.com.br/en/manual/primeiros-passos) - [Side menu, top bar, and dashboard shortcuts: Ctrl K search, notifications, dark theme, and profile](https://attendto.com.br/en/manual/barra-do-topo) - ["Painel" (Dashboard): a real-time overview of AI customer service on WhatsApp](https://attendto.com.br/en/manual/painel) - [Inbox: how to handle, take over, and transfer WhatsApp conversations with AI](https://attendto.com.br/en/manual/inbox) - [Pipeline: sales kanban board with stages, deadlines, round-robin and won or lost](https://attendto.com.br/en/manual/funil) - [Follow-up: automatic cadences that re-engage leads who stopped replying](https://attendto.com.br/en/manual/follow-up) - [CRM & Graph: leads list by temperature, company graph and lead record with BANT and journey](https://attendto.com.br/en/manual/crm) - [Contact base: filter, import CSV spreadsheets, export, and organize contacts with tags and LGPD](https://attendto.com.br/en/manual/base-de-contatos) - [Companies: list of your contacts' companies, likely duplicates and how to merge repeated companies](https://attendto.com.br/en/manual/empresas) - [Calendar: meetings the AI books in the conversation, side by side with your Google Calendar](https://attendto.com.br/en/manual/agenda) - [Handoff: the queue for passing leads from the AI to human service, with the lead dossier](https://attendto.com.br/en/manual/handoff) - ["Supervisão" (Supervision): how to track conversations and each agent's workload](https://attendto.com.br/en/manual/supervisao) - [Tickets: the history of every human service episode, from handoff to resolution](https://attendto.com.br/en/manual/tickets) - [Your own AI: connect your company's AI models (OpenAI, Anthropic, Google, Azure, Bedrock) and choose which one does each task](https://attendto.com.br/en/manual/ia-propria) - [Analytics: conversion funnel, conversion by channel, lead source, and balance usage](https://attendto.com.br/en/manual/analytics) - [Revenue: sales cycle, win rate by ideal customer, and loss reasons](https://attendto.com.br/en/manual/revenue) - ["Investimento → Venda" (Spend → Sale): cost per lead, cost per sale, and return for each ad](https://attendto.com.br/en/manual/investimento) - ["Pergunte à IA" (Ask the AI): lead objections, qualifications, and questions about your account numbers](https://attendto.com.br/en/manual/pergunte-a-ia) - ["Monitor de sucesso" (Success monitor): RFV customer analysis, order import and reactivation agents](https://attendto.com.br/en/manual/monitor-de-sucesso) - [Personas A/B: test two versions of the service AI and promote the one that converts more](https://attendto.com.br/en/manual/personas) - ["Intent & catálogo" (Intents & catalog): register offers and recorded answers, and see each lead's purchase intent](https://attendto.com.br/en/manual/intent-e-catalogo) - [AI lead qualification: audiences, BANT questions, and a 0 to 100 score](https://attendto.com.br/en/manual/qualificacao) - [AI knowledge base: teach your company with text, FAQ, website and files](https://attendto.com.br/en/manual/base-de-conhecimento) - [Advanced base: company memory, queries to your system, inbound webhooks and AI flows](https://attendto.com.br/en/manual/base-avancada) - [Voice & tone: WhatsApp audio transcription and AI voice for audio replies](https://attendto.com.br/en/manual/voz-e-tom) - [WhatsApp message templates: create a template, choose a category and submit it for Meta approval](https://attendto.com.br/en/manual/modelos-de-mensagem) - [WhatsApp Forms: order, scheduling and quote on a screen the AI offers in the conversation](https://attendto.com.br/en/manual/formularios) - [WhatsApp campaigns: send an approved template to an audience from your base, see the cost beforehand and track delivery](https://attendto.com.br/en/manual/campanhas) - ["Saldo & Recargas" (Balance & top-ups): how to top up by Pix, boleto, or card, view the statement, and see the plan](https://attendto.com.br/en/manual/saldo-e-recargas) - [Compliance: audit trail, LGPD, opt-out and the lead's right to erasure](https://attendto.com.br/en/manual/compliance) - [Connections: how to connect official WhatsApp, Instagram, SMS, email, and web chat](https://attendto.com.br/en/manual/conexoes) - [Instagram: comment triggers, AI on comments, welcome messages in Direct, and moderation](https://attendto.com.br/en/manual/instagram) - [Modules: how to activate the Advanced knowledge base, Revenue AI and other account add-ons](https://attendto.com.br/en/manual/modulos) - [Integrations: receive leads via API, notify your CRM by webhook, and send conversions back to Meta](https://attendto.com.br/en/manual/integracoes) - [Dashboard settings: team, industry, business hours, AI, brand, and custom domain](https://attendto.com.br/en/manual/configuracoes) - [Dashboard Help Center: guides for every screen with images, search and step-by-step instructions](https://attendto.com.br/en/manual/central-de-ajuda) - [Reseller portal access: log in, set the password and sign the reseller agreement](https://attendto.com.br/en/manual/revenda-acesso) - ["Portal do parceiro" (Partner portal) for referrals: referral link, commissions and invoice](https://attendto.com.br/en/manual/parceiro-de-indicacao) - [Reseller overview: monthly revenue, goal, portfolio health and payouts](https://attendto.com.br/en/manual/revenda-visao-geral) - [Your brand: how to set up white label with your own name, logo, colors, and address](https://attendto.com.br/en/manual/revenda-sua-marca) - [Reseller wallet: create a customer account, set the price and resend the access link](https://attendto.com.br/en/manual/revenda-carteira) - [Reseller prices and margins: margin on usage, per-account margin, and monthly fee](https://attendto.com.br/en/manual/revenda-precos-e-margens) - [Reseller modules: how to offer and enable paid modules for your customers](https://attendto.com.br/en/manual/revenda-modulos) - [Reseller payouts: receiving account and statement of what has already arrived](https://attendto.com.br/en/manual/revenda-repasses) - [Reseller demo account: present the platform with your brand](https://attendto.com.br/en/manual/revenda-demonstracao) ## Getting started: how to log in to the panel, activate the account and prepare the first day of AI-powered service URL: https://attendto.com.br/en/manual/primeiros-passos Menu: General > "Primeiros passos" (Getting started) Getting started brings together the panel's entry screens (log in, recover password, accept invitation, activate account) and the recommended order to get the AI handling conversations on day one. When it appears: The log-in, password recovery and invitation screens apply to all accounts. The five-step activation exists only for an account set up through a specialist's proposal; the partner activation link, only for an account contracted through a partner; and "Criar conta" (Create account) only appears on the own address of a partner that has opened registration. ### Who can use it - Owner: Receives the proposal link (or the partner link), creates the password, enters the company details, accepts the Terms, pays the first subscription and connects the AI models and WhatsApp. The only one who invites people to the team, under "Configurações" (Settings), "Equipe" (Team) section. - Admin: Joins through the invitation link the Owner sent, creates their own password and sees the panel with everything the Admin role reaches. Does not invite other people. - Agent: Joins through the invitation link the Owner sent and creates their own password. The menu arrives without the account administration items (billing, channels, settings and others). ### Screens #### "Entrar" (Log in) The "Entrar" (Log in) screen is for accessing the panel with email and password, with an extra code when the device is new or when the account has two-step verification. Address in the dashboard: `/login` ![Screenshot of the "Entrar" (Log in) screen. The "Entrar" (Log in) screen is for accessing the panel with email and password, with an extra code when the device is new or when the account has two-step verification.](https://attendto.com.br/prints-do-manual/primeiros-passos--entrar.png) The "Entrar" (Log in) screen in the demo account, with sample data and blurred values. How to get there: Through the panel address. Anyone already signed in is taken straight to the "Painel" (Dashboard). On a company's or partner's own address, the screen appears with their logo, colors and name. ##### Log-in form The title is "Bem-vindo de volta" (Welcome back); below come the fields and the button. Fields and filters: - **"E-mail" (Email)** (required): The email you were registered or invited with. - **"Senha" (Password)** (required): Your password. The eye icon next to it shows or hides what you typed. - **"Código de verificação" (Verification code)**: Appears only when you log in from a new device: the platform sends a 6-digit code to your email and asks you to type it here. - **"Código do autenticador (2FA)" (Authenticator code (2FA))**: Appears only when the account has two-step verification turned on: type the current code from the authenticator app on your phone. Buttons and actions: - **"Mostrar senha" (Show password)**: Shows the typed password; the same button then becomes "Ocultar senha" (Hide password). - **"Esqueci minha senha" (Forgot my password)**: Opens password recovery by code sent by email. Always visible, including on a partner's own address. - **"Entrar" (Log in)**: Checks the details and opens the "Painel" (Dashboard). While checking, the button shows "Entrando..." (Logging in...) - **"Fale com um especialista" (Talk to a specialist)**: Appears on the line "Ainda não é cliente?" (Not a customer yet?) and leads to the contact form with a specialist, who builds the account proposal. - **"Criar conta" (Create account)**: Only on the own address of a partner that has opened registration: opens the "Criar conta" (Create account) screen, on the line "Ainda não tem conta?" (Don't have an account yet?). Also appears: - On desktop, the left side shows an illustrative preview of the AI qualifying a contact; on mobile, a compact header plays that role. It is decoration: the form is the same. - On the own address, the screen carries the company's or partner's brand and a line about consent and LGPD in the footer. ##### Screen states - Loading: On the own address, the screen stays blank for a moment while it finds out whose brand it is, to avoid showing another identity by mistake. - If something goes wrong: Wrong details show "Não foi possível entrar. Verifique suas credenciais." (Could not log in. Check your credentials.) If the service hiccups, a notice appears asking you to try again in a moment, and you can use the same code. - Unknown device: "Enviamos um código para o seu e-mail — digite-o abaixo." (We sent a code to your email — type it below.) The "Código de verificação" (Verification code) field appears in the form. - Account with two-step verification: "Digite o código do seu app autenticador para concluir." (Type the code from your authenticator app to finish.) The authenticator field appears in the form. - Wrong or expired code: "Código inválido ou expirado. Confira o e-mail ou reenvie (ou, no autenticador, confira o app e tente de novo)." (Invalid or expired code. Check your email or resend it (or, with the authenticator, check the app and try again).) #### "Esqueci minha senha" (Forgot my password) The "Esqueci minha senha" (Forgot my password) screen is for creating a new password from a 6-digit code sent to the account email, without needing to ask anyone for help. Address in the dashboard: `/esqueci-a-senha` ![Screenshot of the "Esqueci minha senha" (Forgot my password) screen. The "Esqueci minha senha" (Forgot my password) screen is for creating a new password from a 6-digit code sent to the account email, without needing to ask anyone for help.](https://attendto.com.br/prints-do-manual/primeiros-passos--esqueci-a-senha.png) The "Esqueci minha senha" (Forgot my password) screen in the demo account, with sample data and blurred values. How to get there: Through the "Esqueci minha senha" (Forgot my password) link, just below the "Senha" (Password) field on the "Entrar" (Log in) screen. ##### Step 1: request the code Enter the account email to receive the code. Fields and filters: - **"E-mail da conta" (Account email)** (required): Use the same email you use to log in to the panel. Buttons and actions: - **"Enviar código" (Send code)**: Sends the 6-digit code to the email entered and leads to the next step. - **"Voltar para o login" (Back to login)**: Goes back to the "Entrar" (Log in) screen (line "Lembrou a senha?" — Remembered your password?). Also appears: - The answer is the same for a registered and an unregistered email: the screen does not reveal who has an account. ##### Step 2: type the code and the new password The code is valid for a few minutes and can only be used once; the deadline appears on the screen itself. Fields and filters: - **"Código de 6 dígitos" (6-digit code)** (required): The code that arrived by email. Accepts digits only. - **"Senha nova" (New password)** (required): At least 8 characters. - **"Confirme a senha nova" (Confirm the new password)** (required): Repeat the new password; both must match. Buttons and actions: - **"Redefinir senha" (Reset password)**: Changes the password and ends all open sessions of the account. - **"Usar outro e-mail" (Use another email)**: Goes back to step 1 to request the code at another email. - **"Reenviar código" (Resend code)**: Requests a new code; the previous one stops being valid. Right after sending, the button shows a countdown. - **"Reenviar em ‹n›s" (Resend in ‹n›s)**: The countdown until you can request another code. ##### Step 3: password reset Confirms the change and explains what changed. Buttons and actions: - **"Entrar com a senha nova" (Log in with the new password)**: Leads to the "Entrar" (Log in) screen. Also appears: - Anyone using the account on another device has to log in again, including someone who had the old password. - Two-step verification remains in force: the authenticator app is still requested at login. ##### Screen states - If something goes wrong: A wrong or expired code shows "Código inválido ou expirado. Confira o e-mail ou peça um código novo." (Invalid or expired code. Check your email or request a new code.) Different passwords show "As duas senhas não coincidem." (The two passwords do not match.) Too many attempts from the same network ask you to wait a few minutes or switch connections (mobile data works). - No connection: "Não consegui falar com o servidor. Verifique sua conexão e tente de novo." (Could not reach the server. Check your connection and try again.) #### "Aceitar convite da equipe" (Accept team invitation) The "Aceitar convite da equipe" (Accept team invitation) screen is for the person invited by the Owner to create their own password and enter the company panel with the role set in the invitation. Address in the dashboard: `/convite/‹…›` How to get there: Through the link the Owner copies under "Configurações" (Settings), "Equipe" (Team) section, "+ Convidar" (+ Invite) button, and sends to the person (by WhatsApp or email). The link is valid for 7 days. It works even if another account is open in the browser. ##### Who invited and for what A board shows the name of the company that invited, and the invitee's name, email and role. Also appears: - "‹Empresa› convidou você para a equipe." (‹Company› invited you to the team.) - Name · email · role (Owner, Admin or Agent). - On the company's own address, the top carries its logo. ##### Create the password Fields and filters: - **"Crie uma senha" (Create a password)** (required): At least 8 characters. - **"Confirme a senha" (Confirm password)** (required): Repeat the password; both must match. Buttons and actions: - **"Criar conta e entrar" (Create account and log in)**: Creates the access and opens the "Painel" (Dashboard) already signed in. ##### Screen states - Loading: A spinning indicator while the invitation is checked. - If something goes wrong: A nonexistent, expired or already used invitation shows the sentence that explains the case, in place of the form. If the email already has an account, "Este e-mail já tem uma conta — entre pela tela de login" (This email already has an account — log in through the login screen) appears. #### "Sua proposta chegou" (Your proposal has arrived) The "Sua proposta chegou" (Your proposal has arrived) screen is for the person in charge of the company to open the specialist's proposal link, check what was agreed and create the account password (step 1 of 5 of the activation). Address in the dashboard: `/ativar/‹…›` How to get there: Through the link the specialist sends by email or WhatsApp after building the proposal. The same address also serves the partner link ("Bem-vindo" (Welcome) screen, just below); the link type decides which screen opens. ##### Activation header Common to all activation steps. Buttons and actions: - **"Falar com o especialista" (Talk to the specialist)**: Opens the contact form with the specialist who built the proposal. Also appears: - "Ativação da conta · ‹empresa›" (Account activation · ‹company›). - The 4-step track: "Criar senha" (Create password), "Aceitar os Termos" (Accept the Terms), "Pagar" (Pay) and "Ativar" (Activate). On mobile it becomes the bar "Passo ‹n› de 4" (Step ‹n› of 4). ##### Create the password "Olá, ‹nome›. Sua proposta chegou." (Hello, ‹name›. Your proposal has arrived.) The password creates the account and signs you in. Fields and filters: - **"E-mail de acesso" (Access email)**: It is the proposal email and cannot be edited here. To change it, talk to the specialist. - **"Senha" (Password)** (required): At least 8 characters, with letters and numbers. Both rules get checked off as you type. - **"Repita a senha" (Repeat password)** (required): The same password again. Buttons and actions: - **"Mostrar senha" (Show password)**: Shows both passwords; the button then becomes "Esconder senha" (Hide password). - **"Criar senha e continuar" (Create password and continue)**: Creates the account and leads to step 2, the "Termos de Uso" (Terms of Use), on the "Ativação da conta" (Account activation) screen. Also appears: - Visible rules: "Pelo menos 8 caracteres" (At least 8 characters) and "Letras e números" (Letters and numbers). ##### Your proposal The summary of what was agreed with the specialist, next to the form. Also appears: - The date until which the proposal is valid. - The subscription and, if any, the loyalty discount. - The monthly message allowance and how the overage is charged (when the account uses your own models). - The setup fee, charged once with the first subscription, when there is one. - Advanced knowledge base included, when it is part of the proposal. - Your AI, your models: you connect the models you already subscribe to (conversation, search and transcription) and pay your provider directly. Or, if the proposal uses the platform's AI, the AI credits included per month. - The loyalty term, when there is one, and the early exit rule. - Today you pay: the first subscription (and the setup fee, if any). The amounts appear on the screen before any payment. ##### Screen states - Loading: Gray lines in place of the content while the proposal opens. - If something goes wrong: Could not open the proposal, with the "Tentar de novo" (Try again) button. - Expired proposal: "Esta proposta venceu em ‹data›." (This proposal expired on ‹date›.) Each proposal is valid for 15 days. The buttons "Pedir uma proposta nova" (Request a new proposal) (the specialist receives the request and replies on your WhatsApp during business hours, and the screen shows "Pedido enviado" (Request sent)) and "Falar com o especialista" (Talk to the specialist). - Link already used or incomplete: "Este link não abre uma proposta" (This link does not open a proposal), with "Entrar na minha conta" (Log in to my account) (for those who already created the password) and "Falar com o especialista" (Talk to the specialist). #### "Bem-vindo" (Welcome) The "Bem-vindo" (Welcome) screen is for a partner's customer to open the activation link they received, accept the Terms and create the password for the account the partner already set up. Address in the dashboard: `/ativar/‹…›` How to get there: Through the activation link the partner sends (usually via WhatsApp). The screen shows your company's name, not the platform's. ##### Create the password Welcome, ‹name›. The ‹company› account is ready; you log in with the email shown. Fields and filters: - **"Sua senha" (Your password)** (required): At least 8 characters. The warning stays red until the requirement is met. - **"Repita a senha" (Repeat password)** (required): The two passwords must match. Buttons and actions: - **"Mostrar senha" (Show password)**: Shows the password you typed. - **"Termos de Uso" (Terms of Use)**: Opens the "Termos de Uso" (Terms of Use) in another tab. - **"Política de Privacidade" (Privacy Policy)**: Opens the "Política de Privacidade" (Privacy Policy) in another tab. - **"Criar senha e entrar" (Create password and log in)**: Only becomes active with a valid, repeated password and the acceptance box checked. Creates the access, records the acceptance and opens the "Painel" (Dashboard). Also appears: - Acceptance box: "Li e aceito os Termos de Uso e a Política de Privacidade da plataforma que opera este atendimento, em nome desta conta" (I have read and accept the Terms of Use and the Privacy Policy of the platform that operates this service, on behalf of this account). Acceptance comes before using the account. ##### Screen states - Loading: Gray blocks while the invitation is being checked. - If something goes wrong: This link no longer works, with an explanation of why (or a request to try again in a moment). #### "Ativação da conta" (Account activation) The "Ativação da conta" (Account activation) screen is for completing steps 2 to 5 of the account set up from the specialist's proposal: entering the company details, accepting the Terms of Use, paying the first monthly payment and connecting the AI models and WhatsApp. Address in the dashboard: `/ativacao` How to get there: Right after you create the password from the proposal link. If you leave midway, the "Painel" (Dashboard) shows "Falta pouco para a IA começar a atender" (Almost there for the AI to start answering), with the "Continuar a ativação" (Continue activation) button; and the "Carteira" (Wallet) shows the open invoice with "Pagar" (Pay). Who uses it: Owner. ##### Step 2: Company details They go on the invoice for each monthly payment and identify the contracting party in the "Termos de Uso" (Terms of Use), in the next step. Beside them, "Onde estes dados aparecem" (Where this data appears): invoice, "Termos de Uso" (Terms of Use) and "Só para isso" (Only for that). Fields and filters: - **CNPJ** (required): The 14 digits. Once they are complete and valid, the lookup in the Receita Federal public registry runs on its own; a CNPJ that fails the check-digit calculation shows "Este CNPJ não é válido" (This CNPJ is not valid) and is not looked up. - **CPF** (required): Only without a CNPJ, through "Não tenho CNPJ — usar CPF" (I don't have a CNPJ — use CPF): the invoice is issued under your CPF, as an individual. The check digits are verified. - **"Razão social" (Legal name)** (required): As it appears on the CNPJ registration card (with a CPF, the full name). Filled in by the lookup. - **"Nome fantasia" (Trade name)**: Only with a CNPJ. Filled in by the lookup. - **CEP**: The address is optional, but the invoice comes out more complete. Filled in by the lookup. - **"Rua" (Street)**: Optional, like the rest of the address. - **"Número" (Number)**: Optional. - **"Complemento" (Address detail)**: Optional: suite, floor. - **"Bairro" (Neighborhood)**: Optional. - **"Cidade" (City)**: Optional. - **"UF" (State)**: Optional: the state abbreviation, chosen from the list. Buttons and actions: - **"Não tenho CNPJ — usar CPF" (I don't have a CNPJ — use CPF)**: Switches the document to CPF and the "Empresa" (Company) block to "Pessoa física" (Individual). - **"Tenho CNPJ — usar CNPJ" (I have a CNPJ — use CNPJ)**: Goes back to the CNPJ. - **"Buscar de novo" (Search again)**: Appears when the public lookup did not respond: tries again. - **"Salvar e continuar" (Save and continue)**: Saves the details to the account and takes you to the "Termos de Uso" (Terms of Use). - **"Está certo" (That's correct)**: When the specialist has already filled this in on the proposal: confirms the details and takes you to the "Termos de Uso" (Terms of Use). - **"Corrigir" (Fix)**: Opens the form already filled in; "Cancelar" (Cancel) goes back to the review. Also appears: - A Receita tag on each field the lookup filled in; everything remains editable. - "Achamos a empresa: situação cadastral ativa" (We found the company: registration status active). If the Receita shows the company as deregistered or ineligible, the screen only warns and lets you continue. - "Não achamos este CNPJ na consulta pública" (We could not find this CNPJ in the public lookup), or "A consulta pública não respondeu agora" (The public lookup did not respond just now): fill in by hand and continue; activation is not blocked. - The specialist has already filled in these details on the proposal: the step opens as a review, with CNPJ, legal name, trade name and address. ##### Step 3: Terms of Use The version of the Terms specific to the proposal's account, with the contracting party at the top and the section about your own AI highlighted (marked "Novo" (New)). Buttons and actions: - **"Corrigir dados" (Fix details)**: Next to the "Contratante" (Contracting party) row: goes back to step 2 with the details already filled in. - **"Baixar PDF" (Download PDF)**: Opens the proposal's Terms ready to print or save as PDF, in another tab. - **"Li e aceito os Termos de Uso, versão de ‹data›" (I have read and accept the Terms of Use, version dated ‹date›)**: The acceptance box. The acceptance is recorded with the date, time and the proposal's email. - **"Aceitar e continuar" (Accept and continue)**: Only becomes active with the box checked. Records the acceptance and takes you to payment. ##### Step 4: Paying the first monthly payment Choose the payment method; the screen updates on its own when the bank confirms. Buttons and actions: - **Pix**: Confirms instantly. Shows the QR code and the copy-and-paste code on the screen itself. - **Boleto**: Up to 2 business days for the bank to notify. - **"Cartão" (Card)**: Credit, paid in full. - **"Copiar o código Pix" (Copy the Pix code)**: Copies the Pix copy-and-paste code. The code is valid for 30 minutes; after that, the screen generates another. - **"Gerar boleto" (Generate boleto)**: Opens the boleto on the payment page, in another tab. - **"Pagar ‹valor› com cartão" (Pay ‹amount› by card)**: Opens the card payment in another tab; this screen updates on its own when the bank confirms. Also appears: - What you pay today: 1st monthly payment, setup fee (if any) and the total. - Next charge: the amount and the date, plus the overage if you exceed the message allowance. - You can withdraw within 7 days after payment, with the amount refunded. - Live badge: "Aguardando o pagamento" (Awaiting payment). This screen updates on its own when the bank confirms. ##### Step 5: To activate Payment confirmed. These steps remain for the AI to start answering your leads; the bar shows ‹n› of ‹total› ready. Buttons and actions: - **"Conectar ‹tipo de modelo›" (Connect ‹model type›)**: Opens the drawer to connect your own AI model, already on the missing type (chat, search or transcription). Use your account's key with the provider. - **"Abrir Configurações → Segurança" (Open Settings → Security)**: Appears when two-step verification is missing, which is required to connect and test models. After enabling it, come back through the "Painel" (Dashboard) at "Continuar a ativação" (Continue activation). - **"Conectar o WhatsApp" (Connect WhatsApp)**: Opens the Meta window to sign in with the Facebook account that manages the company's WhatsApp and choose the number (takes about 3 minutes). Also appears: - Tags for each model: ready (with a checkmark) or missing. Audio reply is optional and does not hold up activation. - With "A IA da plataforma" (The platform's AI) on the proposal, the models item appears as skipped. - You can close this screen: the panel remembers where you stopped. ##### Your account is active Appears when the required items are ready. Buttons and actions: - **"Ir para o painel" (Go to the dashboard)**: Opens the "Painel" (Dashboard); the AI already answers the leads who arrive on WhatsApp. Also appears: - "IA respondendo" (AI replying) with your own models: chat, search and transcription (or with the platform's AI credits). - The monthly message allowance and the date the cycle renews. - "Base de conhecimento avançada" (Advanced knowledge base) included, when it is part of the proposal: start by uploading your documents. ##### Screen states - Loading: Gray rows while the activation loads. - If something goes wrong: Could not load the activation (or the company details), with the "Tentar de novo" (Try again) button. - Error saving the company details: Could not save the details. Check your connection and try again. Nothing was lost. - Account without activation through a proposal: This account has no activation through a proposal. The account panel is at the usual address, with the "Ir para o painel" (Go to the dashboard) button. - Card payment declined: The payment did not go through. The bank declined the charge; no amount was charged. Try another card or pay with Pix. - Completion refused because of an open invoice: The message with the reason and the "Ir para a Carteira" (Go to Wallet) button, where the invoice is paid. #### "Criar conta" (Create account) The "Criar conta" (Create account) screen is for someone who arrived on their own at a partner's own address to open the company's account, when that partner has enabled sign-up. Address in the dashboard: `/criar-conta` How to get there: Through the "Criar conta" (Create account) link on the "Entrar" (Log in) screen, only at the own address of a partner with sign-up enabled. At any other address there is no direct sign-up: the link leads to the contact form with a specialist, who builds the proposal. Anyone already logged in goes straight to the "Painel" (Dashboard). ##### Sign-up form Create your account on ‹product name›. It takes a minute; the AI starts answering as soon as you log in. Fields and filters: - **"Nome da sua empresa" (Your company name)** (required): How the company will appear in the panel. - **"Seu nome" (Your name)** (required): The name of the person responsible for the account. - **"Seu e-mail" (Your email)** (required): This is what you will use to log in. - **"Crie uma senha" (Create a password)** (required): At least 8 characters. Use something only you know. - **"Repita a senha" (Repeat password)** (required): The two passwords must match. Buttons and actions: - **"Termos de Uso" (Terms of Use)**: Opens the "Termos de Uso" (Terms of Use). - **"Política de Privacidade" (Privacy Policy)**: Opens the "Política de Privacidade" (Privacy Policy). - **"Criar conta e entrar" (Create account and log in)**: Only becomes active with all fields valid and the acceptance box checked. Creates the account, records the acceptance and opens the "Painel" (Dashboard). - **"Entrar" (Log in)**: For those who already have an account ("Já tem conta?" (Already have an account?) row): goes back to the "Entrar" (Log in) screen. Also appears: - Plan card: the product name and the monthly price set by the partner. - You pay nothing now: the account goes live as soon as you create the password, and the partner arranges with you how and when the monthly payment starts. - The panel on the left is the same as on the partner's login screen. ##### Screen states - Loading: The fields appear in gray, already in their final place, while the form loads. - If something goes wrong: Could not create the account right now. Try again in a moment (or the explanation of the problem, such as email already in use). - Sign-up closed or address unavailable: This page is not available. You cannot create an account here at the moment, with the "Ir para a entrada" (Go to login) button. ### Step by step #### How to get the AI answering on day one 1. Connect WhatsApp in **"Conexões" (Connections)** (without a connected number, no conversation arrives). 2. Choose the industry in **"Configurações" (Settings)**, section **"Seu segmento" (Your industry)**: it adjusts the business model, the pipeline and the AI's questions. 3. Fill in the **"Base de conhecimento" (Knowledge base)** with prices, lead times, service area and the questions you hear most. 4. Set the persona and tone in **"Configurações" (Settings)**, section **"IA & persona" (AI & persona)** (and adjust the way of speaking in **"Voz & tom" (Voice & tone)**). 5. Invite the team in **"Configurações" (Settings)**, section **"Equipe" (Team)**, button **"+ Convidar" (+ Invite)**, and send the link to each person. 6. Test through the **Inbox**: send a message from another phone to the connected number and follow the conversation and the lead's score live. #### How to log in to the panel for the first time with the specialist's proposal 1. Open the proposal link that arrived by email or WhatsApp. 2. Review the **"Sua proposta" (Your proposal)** card and create the password; tap **"Criar senha e continuar" (Create password and continue)**. 3. Read the Terms, check the acceptance box and tap **"Aceitar e continuar" (Accept and continue)**. 4. Choose **Pix**, **Boleto** or **"Cartão" (Card)** and pay the first monthly payment; the screen advances on its own when the bank confirms. 5. Connect the AI models that are missing and tap **"Conectar o WhatsApp" (Connect WhatsApp)**. 6. On the active account screen, tap **"Ir para o painel" (Go to the dashboard)**. #### How to recover a forgotten password 1. On the "Entrar" (Log in) screen, tap **"Esqueci minha senha" (Forgot my password)**. 2. Enter the account email and tap **"Enviar código" (Send code)**. 3. Copy the 6-digit code from the email, type the new password twice and tap **"Redefinir senha" (Reset password)**. 4. Tap **"Entrar com a senha nova" (Log in with the new password)** and log in as usual. #### How to accept the team invitation 1. Open the invitation link that the account Owner sent. 2. Check the company name, your email and your role. 3. Fill in **"Crie uma senha" (Create a password)** and **"Confirme a senha" (Confirm password)**. 4. Tap **"Criar conta e entrar" (Create account and log in)**: the "Painel" (Dashboard) opens with your session. #### How to activate the account that the partner created for your company 1. Open the activation link that the partner sent. 2. Create the password in **"Sua senha" (Your password)** and repeat it in **"Repita a senha" (Repeat password)**. 3. Check the acceptance box for the **"Termos de Uso" (Terms of Use)** and the **"Política de Privacidade" (Privacy Policy)**. 4. Tap **"Criar senha e entrar" (Create password and log in)**. #### How to return to an activation left halfway 1. Log in to the panel as usual. 2. On the "Painel" (Dashboard), tap **"Continuar a ativação" (Continue activation)** on the "Falta pouco para a IA começar a atender" (Almost there for the AI to start answering) notice. 3. If two-step verification is missing to connect the models, use **"Abrir Configurações → Segurança" (Open Settings → Security)**, enable it and come back through the same notice. ### Frequently asked questions #### Can I create an account on my own through the website? No. A new account comes from a specialist's proposal: you talk to the specialist, who builds the proposal and sends the link to create the password. The exception is a partner's own address that has enabled sign-up, where the "Criar conta" (Create account) screen exists. #### Why did the login screen ask for a code sent to my email? Because you logged in from a device or browser that the platform did not yet recognize. Enter the 6-digit code that arrived by email and the login continues. #### The team invitation link expired. Now what? The link is valid for 7 days. Ask the account Owner to cancel the pending invitation in "Configurações" (Settings), "Equipe" (Team) section, and invite again: a new link is generated. #### Who can invite people to the team? Only the account Owner. The "+ Convidar" (+ Invite) button is in "Configurações" (Settings), "Equipe" (Team) section, and the invitation already sets the role: Admin or "Atendente" (Agent). #### Does resetting the password turn off two-step verification? No. The new password ends the sessions open on other devices, but the authenticator app is still asked for at login. #### I closed the activation halfway through. Did I lose what I did? No. The panel remembers the step where you stopped. Log in again and use "Continuar a ativação" (Continue activation) on the "Painel" (Dashboard); the activation opens exactly at the next step. #### I don't have a CNPJ, or the lookup did not find my company. Can I activate? Yes. Without a CNPJ, use "Não tenho CNPJ — usar CPF" (I don't have a CNPJ — use CPF): the invoice is issued under your CPF, as an individual. If the public lookup does not find the company or does not respond, fill in the legal name by hand and continue; the address is optional. #### I already have an account open in this browser. Can I open an invitation or activation link? Yes. The invitation, activation and password recovery screens open even with another session active in the browser. #### I opened the panel and landed on a screen asking me to confirm the Terms. Is that normal? Yes, on an account contracted through a partner, confirming the Terms comes before operating. If you prefer, "Ver e exportar meus dados" (View and export my data) opens the panel read-only until you confirm. ### Guide: How the work happens The full loop: from the lead's first message to the closed sale, and who does what at each step. You have a saleswoman who answers on WhatsApp at any hour, never forgets to reply, and writes everything down. She is artificial intelligence. This dashboard is where you follow what she does, step into the conversation whenever you want, and turn conversation into sales. Read this page once. It shows the whole loop. Then go straight to the screen you need. #### 1. The lead sends a message Someone sees your ad, your profile, or your card and starts a chat on WhatsApp. At that very moment a new conversation appears in the [Inbox](https://attendto.com.br/en/manual/inbox). You don't need to do anything for it to show up. Along with the conversation, the **contact record** is created: name, phone, and where they came from. If the person clicked an ad, the record stores which one. #### 2. Your AI replies and finds out The AI replies in seconds, in the tone you defined, with the information you taught it. While it talks, it finds out four things — the same four any good salesperson tries to learn: - **What the person needs**: What their problem is, in their own words. - **How much they can spend**: Price range, budget, whether they have already researched prices. - **Who decides**: Whether they are the one who signs, or need to talk to a partner, spouse, or boss. - **Scheduled for**: Whether it is for this week or just long-term curiosity. With that, the AI gives a **score from 0 to 100** and a color: hot, warm, or cold. This is what makes you look first at those who are ready to buy. Details in ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao). None of this happens in a closed box: every decision is recorded in the lead's record, with the reason. When you want to know **why it replied that way**, the path is ["O que a IA faz por dentro" (What the AI does behind the scenes)](https://attendto.com.br/en/manual/barra-do-topo). > **It doesn't make things up:** The AI only talks about what you put in the "Base de conhecimento" (Knowledge base) and in the catalog. Before sending, it also checks its own answer and removes whatever has no backing — this is explained in ["O que a IA faz por dentro" (What the AI does behind the scenes)](https://attendto.com.br/en/manual/barra-do-topo). When it doesn't know, it says it will confirm and calls a person. #### 3. You take over the conversation In three situations the conversation leaves the AI and goes to a person: the lead asks to talk to someone, the AI realizes it has reached the limit of what it knows, or the lead became hot enough to be worth your time. The conversation appears as **"Aguardando humano" (Waiting for human)** and someone on the team takes over. On the lead's side, the one who signs is now the person's name — never the AI's name. See ["Transbordo para humano" (Handoff to a human)](https://attendto.com.br/en/manual/handoff). #### 4. The deal moves along the board Each lead is a card in the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil). You drag it from the "Qualificando" (Qualifying) column to "Proposta enviada" (Proposal sent), and from "Proposta enviada" (Proposal sent) to "Fechado" (Closed). One glance and you know how much is at stake. Some changes happen on their own: when the AI schedules a meeting, the card moves along. Every time this happens, the card shows the reason — you are never left wondering why something moved. #### 5. Those who went quiet get contacted again Most lost sales are not lost because of price: they are lost because of silence. Two tools solve this. - **"Cadência" (Cadence)**: a lead stopped replying, and the dashboard contacts them again on its own, at the interval you choose. - **"Campanha" (Campaign)**: you choose a group of contacts and send the same message to everyone at once. This is the [bulk send](https://attendto.com.br/en/manual/campanhas). > **After 24 hours of silence, the rule changes:** WhatsApp only lets you write freely for 24 hours after the lead's last message. After that, only with an **approved message** — and then it is charged. That is why ["Modelos de mensagem" (Message templates)](https://attendto.com.br/en/manual/modelos-de-mensagem) exist. #### Where to start today 1. **Connect your WhatsApp**: Without this, nothing arrives. In ["Conexões" (Connections)](https://attendto.com.br/en/manual/conexoes#conexoes) there is a step-by-step guide. If your operation has more than one line — headquarters and branch, sales and after-sales — you can connect **up to five numbers**, and each conversation keeps replying from the number it came in through. 2. **Teach your AI**: In ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento#conhecimento), enter prices, lead times, service area, and the questions you hear most. This is what separates a useful AI from a generic one. 3. **Choose the tone**: In ["Voz & tom" (Voice & tone)](https://attendto.com.br/en/manual/voz-e-tom#voz) you decide whether it talks like a consultant or like a friend. 4. **Tell it what it needs to find out**: In ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao#qualificacao) you adjust the questions by type of customer. 5. **Keep the Inbox open on the first day**: Read its replies for a few hours. That is how you build trust. In the dashboard: "Ir para o Painel" (Go to Dashboard). The daily summary: how many came in, how many are hot, who is waiting for a reply. ### Guide: Terms of Use: acceptance, versions, and what gets recorded Why the platform asks you to confirm the Terms, what changes between a regular account and an account hired through a partner, and exactly what is recorded as proof of acceptance. The Terms of Use are the contract between your company and the company that **provides the platform**. At some point the platform will ask someone on your team to confirm these Terms — by ticking a box, not just clicking a button. This guide explains when that happens, what changes in the dashboard while the confirmation is pending, and what is stored after you confirm. #### When confirmation is requested - **When creating the account.** The box is on the sign-up form at your partner's address and on the screen where you create your password. Confirming there settles everything — nothing else appears later. - **When a new version is released.** Each version has a stamp (for example, `2026-08-16`) visible at the top of the document. If the current version is newer than the one your account accepted, the platform asks again. - **If your account predates acceptance recording.** Accounts opened before the platform started recording acceptances enter the same flow, because there is no evidence of what was accepted. #### Two doors, and the difference between them - **Notice at the top (regular account)**: A banner appears at the top of every screen saying the Terms were updated. **The dashboard stays available**: you work normally and confirm whenever you like. Click *"Revisar e confirmar" (Review and confirm)*, read the document, tick the box, and that's it — the banner disappears. - **Read-only mode (account hired through a partner)**: Here the confirmation **comes before operating**: the first screen is the acceptance one, because the contract between the partner who sold your account and the company that provides the platform requires acceptance to come before use. But it doesn't lock your data: the *"Ver e exportar meus dados" (View and export my data)* button opens the dashboard in **read-only mode** — you read conversations, check the CRM, and export everything; you just can't create or change anything until you confirm. It happens once, and takes less than a minute. > **If the check fails, you are not locked out:** If the platform **can't verify** the acceptance (a momentary network or server failure), you see a banner saying exactly that, with a "Tentar de novo" (Try again) button — and the dashboard **stays available**. Our failure doesn't lock your account, and it doesn't count as acceptance either: the confirmation is requested again as soon as the lookup responds. #### What gets recorded When someone confirms, this information is recorded — it is what turns a click into proof of agreement, and it is described in the section *Acceptance, versions, and electronic evidence* of the Terms themselves: - the **account** on whose behalf the acceptance was given; - the **user** who performed the act (name and email of whoever was logged in); - the **version** accepted; - the **date and time**; - the **IP address** the confirmation came from; - the **browser or device identification** (the so-called *user agent*); - and **which of the two texts** was accepted — the document for the account hired through a partner has an extra section, and the proof records that difference. The IP address is personal data, and that is why it is declared in the Privacy Policy: it is stored as **evidence of authorship** of the acceptance, and for nothing else — your browsing inside the dashboard is not tracked. That evidence is kept for the duration of the contractual relationship and for at least five years after it ends. > **Once per account, and the history is never erased:** An acceptance **applies to the whole account**, not just to whoever clicked: your team doesn't need to confirm one by one. And a re-acceptance never erases the previous one — the history of accepted versions is kept in full. #### Who can confirm Anyone with access to the dashboard can confirm, on behalf of the account. This is deliberate: if only the Owner could, an entire team would stand idle waiting for them to show up. The record stores **who** confirmed, and the confirmation also appears in the audit trail, in Compliance, with the label *"Termos de Uso aceitos" (Terms of Use accepted)*. #### What about the Enterprise plan with your own AI? On the Enterprise plan with your own AI, pricing, fair use, commitment term, and the use of your models are in a separate document, the **Enterprise Plan Conditions**, signed through electronic signature by whoever signs for your company and for the company that provides the platform. The Terms of Use remain the same and do not require a new acceptance. The signed PDF is kept in "Carteira" (Wallet), under **"Contrato e documentos" (Contract and documents)**. #### What about the account hired through a proposal? The account set up by a specialist accepts a **dedicated version** of the Terms, at activation: the figures are those of the accepted proposal, and the section **The artificial intelligence is yours** says that the models belong to your company and are paid to your provider, that the platform, the Inbox, and the CRM keep going if the provider stops, who is controller and processor of the data, and that Meta's fees are billed by Meta itself to the owner of the WhatsApp Business account. More in ["Como funciona a sua contratação" (How your engagement works)](https://attendto.com.br/en/manual/primeiros-passos). #### Read the whole document The links *"Termos de Uso" (Terms of Use)* and *"Política de Privacidade" (Privacy Policy)*, on the acceptance screens, open the full documents in a new tab — reading them doesn't make you lose what you were doing. Both documents name the company that provides the platform, with its legal name and CNPJ, even when your account is served under a partner's brand: the law requires that you know who processes your data, and this is not a hidden detail, it is an obligation also written into the partner's contract. In the dashboard: "Abrir Compliance" (Open Compliance). The audit trail shows when someone on your team accepted, and which version. ### Guide: How your subscription works From the specialist's proposal to an active account: the five activation steps, company details, the allowance and overage, your own AI, Meta rates, the open invoice, and how to cancel. Your account was built **to measure** by a specialist: the monthly fee, the message allowance, the price per thousand messages above it, and the setup fee are the ones you agreed on. This guide shows the whole path, from the proposal to day-to-day use, and what happens with billing in each cycle. #### The proposal - The specialist builds the proposal with you and sends the link **by email** (and through WhatsApp, when your conversation with them is open). - The link is **valid for 15 days** and opens **only once**: after you create your password, you sign in through the usual sign-in screen. - Expired? On the link's own page there is a **"Pedir uma proposta nova" (Request a new proposal)** button — the specialist checks the figures and sends another one. #### Activation in 5 steps 1. **Create the password**: The access email is the one from the proposal. The password needs at least 8 characters, with letters and numbers. Below it, when the specialist left it on, **"Quanto você deve gastar por mês" (How much you should spend per month)** adds up the monthly fee, the AI, and Meta, as a range: it is an estimate, not a charge. 2. **Enter the company details**: Type the 14 digits of the **CNPJ**: the legal name and address arrive on their own from the Receita Federal public lookup, marked **"da Receita" (from the Receita)**, and everything stays editable. With no CNPJ, use **"Não tenho CNPJ — usar CPF" (I don't have a CNPJ — use CPF)** and enter your full name. The address is optional, but the invoice comes out more complete with it. If the specialist already entered the CNPJ in the proposal, the step opens only for you to check it: **"Está certo" (That's correct)** or **"Corrigir" (Fix)**. 3. **Accept the Terms of Use**: Read the highlighted section, **"A inteligência artificial é sua" (The AI is yours)**: it says the AI models are yours and paid to your provider, and how Meta rates work. The acceptance is recorded with the date, time, and your email. 4. **Pay the first monthly fee**: The setup fee comes along, when there is one, charged only once. **Pix** confirms right away (the code is valid for 30 minutes and the screen generates another); **boleto** takes up to 2 business days; **card** opens the payment page. The screen updates on its own when the bank confirms. 5. **Connect the models and WhatsApp**: Conversation, search, and transcription are required; audio replies are optional. To connect and test the models, your account needs two-step verification: turn it on under **"Configurações" (Settings) → "Segurança" (Security)** and come back through the "Painel" (Dashboard), at **"Continuar a ativação" (Continue activation)**. Then connect the company's WhatsApp. With both ready, the account becomes active right away. > **Tip:** You can close the screen midway: the dashboard remembers where you stopped and shows **"Continuar a ativação" (Continue activation)**. #### Company details - **Where they appear**: On the **invoice** for each monthly fee (with the CNPJ, or with the CPF as an individual) and on the **Contratante** line of the "Termos de Uso" (Terms of Use), which you accept on behalf of this company. We use these details only for that. - **The lookup did not find it or did not respond**: It may be a recently opened company, or the public lookup may be down. Fill it in by hand and continue: activation does not get stuck. If the Receita shows the company as closed or ineligible, the screen only warns you; check that the CNPJ is correct. - **I entered something wrong**: Before accepting the Terms, use **"Corrigir dados" (Fix details)**, at the top of them, and go back to the step. After accepting, contact the specialist to change it. #### Allowance and overage - With your company's own models, the proposal has a monthly **message allowance**. The cycle **renews on the activation day**, and the card at the bottom of the menu shows the cycle's messages live. - You receive notices when the cycle reaches **80%** and **100%** of the allowance. - Went over the allowance? The **overage**, at the per-thousand price in the proposal, goes on the **next invoice**, together with the monthly fee. #### Open invoice At the start of each cycle the invoice is issued: the monthly fee and, if any, the previous cycle's overage. It arrives by email and appears in the **"Carteira" (Wallet)**, on the **"Fatura em aberto" (Open invoice)** card, with the items, the due date, and the **"Pagar" (Pay)** button (Pix, boleto, or card). The first invoice is paid during activation itself. > **After the due date:** There is a 5-day grace period after the due date. Without payment, the account is suspended until the invoice is paid — your data stays safe. In the dashboard: "Abrir a Carteira" (Open Wallet). #### Your AI - **The models are yours**: The AI models (conversation, search, transcription, and, if you want, audio replies) are contracted by you and **paid directly to your provider**. The monthly fee does not include their cost. They are connected under [Your own AI](https://attendto.com.br/en/manual/ia-propria). - **If the provider stops**: If your account with the provider runs out of balance, is suspended, or changes its rules, the AI stops replying until you sort it out with them. **Inbox and the CRM keep working**, and conversations go to your team. - **Who looks after the data**: Your company is the **controller** of your leads' data; the company that provides the platform is the **processor** and handles this data only to deliver the service, in accordance with the LGPD. #### Meta rates This is item 4 of the AI section in the Terms, in a few words: what Meta charges for WhatsApp (conversations and message templates) is billed **by Meta itself**, directly to the owner of the WhatsApp Business account. If the number is on a platform account, and not yours, the amount shows up in your usage. Since 01/10/2026 (day/month/year), Meta also charges for replies within the conversation (service). Each number gets 1,000 at no cost per month; the Brazilian rate is still an estimate. > **If your proposal came with the platform's AI:** The account starts replying with the platform's AI, with no models to connect, and the proposal speaks of **AI messages included per month**, with no message allowance and no overage. When they run out, usage comes out of the prepaid balance, per the Wallet's price table. The card in the menu shows the credits live. #### "Cancelar" (Cancel) **Can I cancel whenever I want?** With no lock-in period, yes: cancel in the Wallet, and the account keeps working until the end of the cycle already paid. No new invoice is issued. **What if the proposal had a discount in exchange for a commitment?** The commitment is 12 months. If you leave earlier, the penalty is 20% of the remaining monthly fees, up to a maximum of 3 monthly fees. To end during that period, talk to the specialist. **I changed my mind right after paying. What now?** You can withdraw within **7 days after payment**, through the Wallet, and the amount paid returns by the same payment method. What the acceptance records and how versions work is in [Terms of Use](https://attendto.com.br/en/manual/primeiros-passos). ### Guide: The platform's AI on this account Did you receive the notice at the top of the dashboard? Understand what changes on the indicated date, what stays the same, and how to continue with your company's AI. The platform now works with the company's own AI: on the **"Plano sob medida" (Custom plan)**, the service AI runs on the AI model your company already uses or will contract. Accounts that used our AI without a contracted plan receive a notice at the top of the dashboard and by email, with the date on which our AI stops replying. #### What changes on the date - Yes: Until the day before the date, our AI keeps replying to your leads normally. - Yes: On the date, our AI is turned off on this account and the welcome balance from the trial period is closed. The "Carteira" (Wallet) statement shows the line **"Saldo de boas-vindas encerrado — fim do período de teste" (Welcome balance closed — end of trial period)**. - Yes: The money you topped up is not closed: only what was left of the welcome credit. - Yes: Conversations don't stop: they keep arriving in the Inbox and go to your team's queue to be answered. - Yes: Contacts, history, pipeline, and settings stay as they are. Nothing is deleted. > **With the AI turned off, nobody replies on their own:** From the date on, every new conversation enters the team's queue. Distribute the conversations among the agents so that no lead goes unanswered. #### The notice at the top of the dashboard - **"Aviso com data" (Notice with date)**: Shows the day our AI stops replying on this account. Until the day before, nothing changes. - **"IA mantida" (AI kept)**: Your account stays with our AI. Nothing turns off: the AI keeps replying and usage comes out of the prepaid balance, as it does today. - **"IA desligada" (AI turned off)**: Shows the day this account's AI was turned off. Conversations keep arriving in the Inbox for the team. The **X** on the notice hides the banner until the next day, in this browser. It comes back on your next visit starting tomorrow. The balance card in the menu also shows the date and, after it, **"IA desligada" (AI turned off)**. #### How to talk to a specialist 1. **Tap "Falar com especialista" (Talk to a specialist)**: The button is in the notice at the top, on the balance card, and in "Carteira" (Wallet). The link in the email opens the same form. 2. **Check the name and the WhatsApp**: They come pre-filled with your account data (marked **"da sua conta" (from your account)**). Correct them if needed and tap **"Continuar" (Continue)**. 3. **If you want, answer a few questions in advance**: Company, industry, conversations per month, team size, and whether you already use any AI. Everything is optional: you can **"Pular" (Skip)**. 4. **Wait for the WhatsApp message**: Someone from our team contacts you within 2 business hours (Monday to Friday, 9h to 18h) to understand your operation and put together the proposal. **Can I turn the AI back on after the date?** Yes. Talk to a specialist: they put together the proposal for the AI to reply again, now with your company's model. **Will I lose my conversations or my contacts?** No. Only our AI's automatic reply stops. Everything in the account stays there, and new conversations keep arriving. **Does the closed welcome balance come back if I sign up?** No. It was the trial period credit. What you topped up with your own money stays in "Carteira" (Wallet). In the dashboard: "Abrir a Carteira" (Open Wallet). See the account balance and statement. How people search: how to log in to the dashboard; forgot my password; recover password with email code; accept team invitation; invitation link expired; activate account from proposal; company details CNPJ at activation; activate without CNPJ using CPF; partner activation link; first monthly payment Pix boleto card; connect AI models during activation; verification code at login; two-step verification at login; what to do on the first day; how to create an account. ## Side menu, top bar, and dashboard shortcuts: Ctrl K search, notifications, dark theme, and profile URL: https://attendto.com.br/en/manual/barra-do-topo Menu: General > "Menu lateral, barra do topo e atalhos" (Side menu, top bar, and shortcuts) The side menu and the top bar are the frame of every dashboard screen: they lead to each menu item, search leads, conversations, and pages, show alerts, and hold your profile, theme, and sign-out. ### Who can use it - Owner: Sees the full menu (items that depend on a plan or module appear when the account has them), all bell alerts, and the top banners, including the scheduled account deletion one. - Admin: Sees the same menu as the Owner. In the bell, does not receive the paused webhook alert (Owner only). Sees the banner about image reading and the Terms one, but not the account deletion one. - Agent: Sees a reduced menu: "IA própria" (Own AI), "Base avançada" (Advanced base), "Módulos" (Modules), "Supervisão" (Supervision), Follow-up, "Investimento" (Spend), "Campanhas" (Campaigns), "Modelos de mensagem" (Message templates), "Saldo & Recargas" (Balance & top-ups), Compliance, "Conexões" (Connections), Instagram, "Integrações" (Integrations), and "Configurações" (Settings) disappear. Opening one of those screens by typing its URL takes you back to "Painel" (Dashboard). Search does not list those screens either. ### Screens #### Menu The dashboard's side menu is for going to any screen, grouped under "OPERAÇÃO" (OPERATIONS), "INTELIGÊNCIA" (INTELLIGENCE), and "CONTA" (ACCOUNT), and for seeing at a glance who is waiting in the Inbox and how credits and balance are doing. Address in the dashboard: `/app` ![Screenshot of the Menu screen. The dashboard's side menu is for going to any screen, grouped under "OPERAÇÃO" (OPERATIONS), "INTELIGÊNCIA" (INTELLIGENCE), and "CONTA" (ACCOUNT), and for seeing at a glance who is waiting in the Inbox and how credits and balance are doing.](https://attendto.com.br/prints-do-manual/barra-do-topo--menu-lateral.png) The Menu screen in the demo account, with sample data and blurred values. How to get there: It sits on the left on every desktop screen. On mobile, it opens with the "Abrir menu" (Open menu) button, at the left corner of the top bar. ##### Account brand At the top of the menu: the company logo (or its name) and, when collapsed, only the icon or the initial. Also appears: - Clicking the brand takes you to "Painel" (Dashboard). - On accounts with their own brand or hired through a partner, the company's or partner's brand appears, never the platform's. ##### Menu groups and items The items in menu order; the item for the open screen is highlighted in the brand color. Buttons and actions: - **Inbox**: Opens the Inbox. Next to it appears the number of conversations waiting for an agent. - **"‹n› aguardando" (‹n› waiting)**: The Inbox counter: how many conversations are waiting for human service. With the menu collapsed it becomes a dot on the corner of the icon; if the count fails to load, an exclamation mark appears instead of disappearing. - **"Novo" (New)**: A pill next to an item that has just been added to the menu (for example, "Investimento" (Spend) and "Base avançada" (Advanced base)). - **Enterprise**: A pill next to "IA própria" (Own AI) on Enterprise plan accounts. - **"Base avançada" (Advanced base)**: Item with a submenu ("Visão geral" (Overview), "Memória da empresa" (Company memory), "Ações" (Actions), "Fluxos" (Flows), Webhooks): clicking opens or closes the list. It opens on its own when you are on one of its screens. "Memória da empresa" (Company memory) shows the number of facts to review. - **Instagram**: Item with a submenu ("Gatilhos" (Triggers), "IA nos comentários" (AI on comments), "Boas-vindas" (Welcome), "Perguntas de abertura" (Opening questions), Stories, Lives, "Moderação" (Moderation)). It only exists when the channel is enabled for the account. Also appears: - "OPERAÇÃO" (OPERATIONS): "Painel" (Dashboard), Inbox, "Funil" (Pipeline), Follow-up, CRM & Graph, "Base de contatos" (Contact base), "Empresas" (Companies), "Agenda" (Calendar), Handoff, "Supervisão" (Supervision), Tickets. - "INTELIGÊNCIA" (INTELLIGENCE): "IA própria" (Own AI), Analytics, Revenue, "Investimento" (Spend), "Pergunte à IA" (Ask the AI), "Monitor de sucesso" (Success monitor), Personas A/B, "Intent & catálogo" (Intents & catalog), "Qualificação" (Qualification), "Base de conhecimento" (Knowledge base), "Base avançada" (Advanced base), "Voz & tom" (Voice & tone), "Modelos de mensagem" (Message templates), "Campanhas" (Campaigns). - "CONTA" (ACCOUNT): "Saldo & Recargas" (Balance & top-ups) ("Plano & Recargas" (Plan & Top-ups) on an account hired through a partner), Compliance, "Conexões" (Connections), Instagram, "Módulos" (Modules), "Integrações" (Integrations), "Configurações" (Settings). - Items that only appear when the account has them: "IA própria" (Own AI) (Enterprise or "Plano sob medida" (Custom plan)), Revenue (Revenue AI module active), "Base avançada" (Advanced base) (module active), "Módulos" (Modules) (module store enabled), and Instagram (channel enabled). - Keyboard: on an item with a submenu, Enter or Space opens and closes it, and the up and down arrows move through the item and its subitems. ##### "Créditos e saldo" (Credits and balance) The card at the bottom of the menu with the cycle's usage and the prepaid balance, updated live. Buttons and actions: - **"Créditos e saldo" (Credits and balance)**: Clicking the card opens the usage detail alongside (on mobile, a sheet sliding up from the bottom). With the menu collapsed, it becomes a ring with the percentage. - **"Recarregar" (Top up)**: Takes you to the "Carteira" (Wallet) to add balance. - **"Recarregar e religar a IA" (Top up and turn the AI back on)**: Appears when credits and balance have run out and the AI has stopped. - **"Ajustar teto" (Adjust limit)**: Appears when there is a daily or monthly spending cap; takes you to the cap adjustment. - **"Falar com especialista" (Talk to a specialist)**: Replaces the top-up when the plan is ending or the account's AI is about to be turned off. - **"Seu plano · mensalidade e uso do mês" (Your plan · monthly fee and usage this month)**: On an account hired through a partner: takes you to the plan and the month's usage. - **"Ver carteira" (View wallet)**: Appears when the balance could not be read; takes you to the "Carteira" (Wallet). Also appears: - Possible lines: "Mensagens do ciclo" (Cycle messages), "Créditos de IA" (AI credits), "Saldo pré-pago" (Prepaid balance), "Teto de gasto do dia ou do mês" (Daily or monthly spending cap). - The "IA parada" (AI stopped) badge when the AI stopped replying for lack of balance; a notice of how many days the balance lasts at the current pace. - A reading that failed shows a dash and "Não foi possível ler agora" (Could not read right now). That does not mean it has run out. - On mobile, with the menu closed, only one alert ("IA parada" (AI stopped), "Saldo baixo" (Low balance), "Teto de gasto" (Spending cap)) goes up to the top bar. ##### Collapse the menu Buttons and actions: - **"Recolher" (Collapse)**: Shrinks the menu to icons only; hovering over an icon shows the item name. The choice is saved in this browser. - **"Expandir menu" (Expand menu)**: Returns the menu to its normal size. Also appears: - In the Inbox the menu already opens collapsed, so the conversation gets more width; expanding it there applies only while you are in the Inbox. - In the maximized Inbox (full screen), the menu and the top bar disappear until you leave maximized mode. ##### Screen states - Loading: A spinner in the middle of the screen while the session is being confirmed; the balance card shows a gray block while it loads. - Inbox count unavailable: An exclamation mark in place of the number: it was not possible to count who is waiting. #### "Busca de comandos" (Command search) The "Busca de comandos" (Command search) is for jumping to any page, lead, conversation, or help guide by typing, without going through the menu, and it opens with Ctrl K (Cmd K on Mac). Address in the dashboard: `/app` ![Screenshot of the "Busca de comandos" (Command search) screen. The "Busca de comandos" (Command search) is for jumping to any page, lead, conversation, or help guide by typing, without going through the menu, and it opens with Ctrl K (Cmd K on Mac).](https://attendto.com.br/prints-do-manual/barra-do-topo--busca.png) The "Busca de comandos" (Command search) screen in the demo account, with sample data and blurred values. How to get there: Through the "Buscar lead, conversa, página…" (Search lead, conversation, page…) field in the top bar (visible on wide screens) or the Ctrl K shortcut, on any screen. ##### Open the search Buttons and actions: - **"Buscar lead, conversa, página…" (Search lead, conversation, page…)**: The field in the top bar. Clicking it opens the search window. - **Ctrl K**: Shortcut that opens and closes the search from any screen (Cmd K on Mac). ##### Search window Fields and filters: - **"Buscar" (Search)**: Type part of a page name, a lead, a conversation subject, or a question. Leads and conversations appear from 2 letters. Buttons and actions: - **"Navegar" (Navigate)**: The up and down arrows move through the results. - **"Abrir" (Open)**: Enter opens the highlighted result. - **Esc**: Closes the search (clicking outside also closes it). Also appears: - With nothing typed: "Ajuda desta tela" (Help for this screen) ("Como usar ‹tela›" (How to use ‹screen›), the guide for the screen you are on), "Buscas recentes" (Recent searches) (the last five you opened), and "Ir para" (Go to) (all the menu pages). - With text: "Páginas" (Pages), "Ajuda" (Help) (up to three guides), Leads (name and company or phone), and "Conversas" (Conversations) (lead name and status: "IA respondendo" (AI replying), "Aguardando humano" (Waiting for human), "Com atendente" (With an agent), or "Encerrada" (Closed)). - The part that matches what you typed is highlighted in the brand color. - The "Ir para" (Go to) list follows the same rules as the side menu: it shows Instagram, Revenue, "IA própria" (Own AI), "Módulos" (Modules), and "Base avançada" (Advanced base) when the account has each one, and hides from the agent whatever the agent does not see in the menu. ##### Screen states - Nothing here yet: "Nada encontrado para “‹termo›”." (Nothing found for “‹term›”.) #### "Notificações" (Notifications) The notification bell and the top banners are for flagging what needs action now: conversations waiting for service, low balance, AI stopped, Terms to confirm, and account changes. Address in the dashboard: `/app` ![Screenshot of the "Notificações" (Notifications) screen. The notification bell and the top banners are for flagging what needs action now: conversations waiting for service, low balance, AI stopped, Terms to confirm, and account changes.](https://attendto.com.br/prints-do-manual/barra-do-topo--notificacoes.png) The "Notificações" (Notifications) screen in the demo account, with sample data and blurred values. How to get there: The bell is in the top bar, on the right, on every screen; the banners appear above everything when something is pending. ##### Bell The red number is the total of alerts not yet seen. Buttons and actions: - **"Notificações" (Notifications)**: Opens the list of alerts. Clicking an alert marks it as seen and takes you to its screen. - **"marcar todas como vistas" (mark all as seen)**: Clears the dot on all alerts, including those that have not yet appeared in the list, without closing the menu. - **"Limpar notificações" (Clear notifications)**: The trash can: asks for confirmation before removing the alerts from the bell. - **"Tentar de novo" (Try again)**: Appears when the alerts failed to load. Also appears: - Alert types: "‹lead› está aguardando atendimento" (‹lead› is waiting for service) (takes you to Handoff), "Saldo baixo" (Low balance), "Recarga pendente" (Top-up pending), "Assinatura precisa de atenção" (Subscription needs attention), "A IA parou de responder — sem saldo" (The AI stopped replying — no balance), "Webhook pausado" (Webhook paused) (Owner only), "Enterprise ainda não ativo" (Enterprise not active yet) (Owner and Admin), plan allowance alerts, and pipeline alerts. - An orange dot indicates a warning; a dot in the brand color, information. A red dot on the right marks what has not been seen yet. - The list scrolls inside itself and loads more alerts when you reach the end; when there are no more, it shows "Não há mais avisos" (There are no more alerts). - Which types appear follows the preferences in "Configurações" (Settings), "Notificações" (Notifications) section. - If the count fails to load, the bell shows an exclamation mark in place of the number. ##### Clear the bell alerts? Trash can confirmation. Nothing is actually deleted: if the conversation keeps waiting or the balance stays low, the alert returns with the next update. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without clearing. - **"Limpar avisos" (Clear alerts)**: Removes from the bell all the alerts that are there right now. ##### Banners at the top of the dashboard Fixed notices above the menu and the top bar, on every screen, until they are resolved. Buttons and actions: - **"Revisar e confirmar" (Review and confirm)**: On the "Termos atualizados" (Updated Terms) banner: opens the Terms link and the acceptance checkbox. - **"Confirmar aceite" (Confirm acceptance)**: Records acceptance of the Terms on behalf of the account (with the box checked). - **"Cancelar exclusão" (Cancel deletion)** (Owner): Owner only, on the "Sua conta será excluída em ‹data›" (Your account will be deleted on ‹date›) banner: cancels the deletion request. - **"Ver a configuração" (View the setup)**: On the banner about image reading: takes you to "Configurações" (Settings), "IA & persona" (AI & persona) section. - **"Entendi" (Got it)**: Dismisses the image reading banner on all devices. - **"Falar com especialista" (Talk to a specialist)**: On the banner about the account's AI: opens the form to contact a specialist. - **"Fechar o aviso até amanhã" (Dismiss the notice until tomorrow)**: The X on the banner about the account's AI: it disappears and comes back on the next access starting tomorrow. Also appears: - Updated "Termos de Uso" (Terms of Use) awaiting confirmation (or read-only mode on an account hired through a partner). - The acceptance of the "Termos de Uso" (Terms of Use) could not be checked: the dashboard stays available, with "Tentar de novo" (Try again). - Scheduled account deletion, with the date (only the Owner sees it). - The AI now reads the images the lead sends (Owner and Admin, once). - Notice about the account's AI: the date on which "A IA da plataforma" (The platform's AI) stops replying, or that it has already been turned off. ##### Screen states - Loading: "Carregando avisos…" (Loading alerts…), with three gray lines. - Nothing here yet: "Tudo em dia." (All caught up.) - If something goes wrong: "Não foi possível carregar seus avisos." (Could not load your alerts.) This does not mean no one is waiting for service. "Tentar de novo" (Try again) button. #### "Menu do usuário" (User menu) The top bar and the user menu are for knowing which screen you are on, switching the light or dark theme, changing your profile photo, opening the "Central de ajuda" (Help center) and "Configurações" (Settings), and leaving the dashboard. Address in the dashboard: `/app` ![Screenshot of the "Menu do usuário" (User menu) screen. The top bar and the user menu are for knowing which screen you are on, switching the light or dark theme, changing your profile photo, opening the "Central de ajuda" (Help center) and "Configurações" (Settings), and leaving the dashboard.](https://attendto.com.br/prints-do-manual/barra-do-topo--menu-do-usuario.png) The "Menu do usuário" (User menu) screen in the demo account, with sample data and blurred values. How to get there: The top bar sits at the top of every screen; the user menu opens from your photo or initials, in the right corner. ##### Top bar Buttons and actions: - **"Abrir menu" (Open menu)**: Mobile only: opens the side menu like a drawer. - **"Tema: claro" (Theme: light)**: The theme button shows the current theme. Each click moves to the next one: light, dark, and system (follows the device's). - **"Tema: escuro" (Theme: dark)**: Dark theme on; the next click switches to "Tema: sistema" (Theme: system). - **"Tema: sistema" (Theme: system)**: Follows the device's theme; the next click goes back to light. Also appears: - On the left, the name of the open screen and, on wide screens, a phrase about it (for example, "Inbox · Conversas ao vivo com a SDR de IA" (Inbox · Live conversations with the AI SDR)). - On wide screens, the command search field sits in the middle. ##### "Menu do usuário" (User menu) The photo or initials, your name, and the account name; when opened, name and email at the top. Buttons and actions: - **"Meu perfil" (My profile)**: Opens the dialog for your photo and your mobile number. - **"Central de ajuda" (Help center)**: Opens the "Central de ajuda" (Help center) already pointing to the guide for the screen you were on. - **"Configurações" (Settings)**: Opens "Configurações" (Settings). The agent has no access: the screen takes them back to "Painel" (Dashboard). - **"Sair" (Log out)**: Ends the session in this browser and returns to the "Entrar" (Log in) screen. ##### "Meu perfil" (My profile) Only you see and change this data. The photo appears in the dashboard menu, for you and your team. JPG, PNG, or WebP, up to the maximum size shown in the dialog. Buttons and actions: - **"Escolher foto" (Choose photo)**: Opens the device's files to choose the image. - **"Trocar foto" (Change photo)**: Replaces the current photo. - **"Remover" (Remove)**: Deletes the photo; the dashboard goes back to showing your initials. - **"País do celular" (Mobile phone country)**: The number's country, with Brazil as the default. The number is checked against the rules of the chosen country. - **"Seu celular" (Your mobile number)**: Your mobile number, as a test WhatsApp. Once confirmed, messages from this number to the account do not become leads: the AI does not reply, nothing is charged, and the conversation appears in the Inbox with the "Equipe · teste" (Team · test) badge. The "Testar no meu WhatsApp" (Test on my WhatsApp) button in the forms uses this number. - **"Salvar" (Save)**: Saves the number as "Aguardando confirmação" (Awaiting confirmation) and shows a short code (ATT-1234). Each team member uses a different number. - **"Abrir no WhatsApp" (Open in WhatsApp)**: Opens WhatsApp with the code message ready for the account's number. Send it from the very mobile phone you saved. - **"Copiar" (Copy)**: Copies the code so you can paste it into the conversation with the account's WhatsApp. - **"Gerar outro código" (Generate another code)**: Creates a new code, valid for 30 more minutes; the previous one stops being valid. - **"Trocar" (Change)**: Opens the field to change the mobile number. The previously confirmed one stays valid until the new one is confirmed. - **"Remover" (Remove)**: Removes the mobile number from the profile; its next messages go back to being treated as lead messages. ##### Screen states - If something goes wrong: A photo in an unaccepted format or size, or a failure to save, appears in a quick notice in the corner of the screen. A rejected mobile number shows the reason below the field: an incomplete number or one outside the country's rules, the account's own WhatsApp number, another team member's mobile number, or the number of a contact that already exists in the account. The code is valid for 30 minutes; once expired, the dialog asks you to generate another. Until the number is confirmed, its messages continue to be treated as lead messages. ### Step by step #### How to open any screen or lead with the Ctrl K shortcut 1. On any screen, press **Ctrl K** (Cmd K on Mac) or click **"Buscar lead, conversa, página…" (Search lead, conversation, page…)**. 2. Type part of the page name, the lead, or the question. 3. Use the arrows to choose and **Enter** to open; **Esc** closes. #### How to collapse the side menu to gain space 1. At the bottom of the side menu, click **"Recolher" (Collapse)**. 2. Hover over an icon to see the item name. 3. To go back, click the same button (**"Expandir menu" (Expand menu)**). The choice is saved in this browser. #### How to turn on the dark theme in the dashboard 1. In the top bar, click the theme button (**"Tema: claro" (Theme: light)**). 2. Each click switches between light, dark, and system. Stop at **"Tema: escuro" (Theme: dark)**. #### How to clear the bell notifications 1. Click the bell (**"Notificações" (Notifications)**). 2. To only clear the dots, use **"marcar todas como vistas" (mark all as seen)**. 3. To remove the alerts from the list, click the trash can and confirm in **"Limpar avisos" (Clear alerts)**. #### How to change your profile photo 1. Click your photo or initials, in the right corner of the top bar. 2. Choose **"Meu perfil" (My profile)**. 3. Click **"Escolher foto" (Choose photo)** (or **"Trocar foto" (Change photo)**) and select the image; to remove it, use **"Remover" (Remove)**. #### How to register my mobile number to test without becoming a lead 1. Click your photo or initials, in the right corner of the top bar, and choose **"Meu perfil" (My profile)**. 2. Under **"Seu celular" (Your mobile number)**, choose the country (Brazil is already selected), type the number, and click **"Salvar" (Save)**. 3. From your OWN mobile phone, send the code that appears (for example ATT-1234) to the account's WhatsApp. **"Abrir no WhatsApp" (Open in WhatsApp)** already prepares the message. 4. When the code arrives, the profile shows **"Confirmado" (Confirmed)**. From then on, the “hi” from this mobile phone enters the Inbox with the **"Equipe · teste" (Team · test)** badge, with no AI and no charge. #### How to leave the dashboard 1. Click your photo or initials, in the right corner of the top bar. 2. Choose **"Sair" (Log out)**. ### Frequently asked questions #### Why doesn't the agent see "Configurações" (Settings), "Conexões" (Connections), and "Saldo & Recargas" (Balance & top-ups) in the menu? Because they are account administration screens: billing, channels, integrations, modules, team supervision, and settings stay with the Owner and the Admin. The agent sees the day-to-day service and intelligence screens. #### The Inbox menu always opens collapsed. Can I change that? In the Inbox the menu starts collapsed so the conversation has more width. You can expand it right there; the choice applies while you are in the Inbox and does not change the menu on the other screens. #### Is the Inbox number in the menu the same as the bell's? The Inbox number counts the conversations waiting for human service right now. The bell's counts all alerts not yet seen, which include those conversations and other topics, such as balance and subscription. #### I cleared the bell and the alert came back. Why? Clearing only dismisses what was in the list. If the conversation keeps waiting or the balance stays low, the alert returns with the next update. #### Why doesn't a menu item appear for me? Either your role doesn't reach that screen, or the account doesn't yet have what it requires: "IA própria" (Own AI), Revenue, "Base avançada" (Advanced base), "Módulos" (Modules), and Instagram only appear when the plan, module, or channel is active. #### What keyboard shortcuts does the dashboard have? Ctrl K (Cmd K on Mac) opens the "Busca de comandos" (Command search); within it, arrows navigate, Enter opens, and Esc closes. In the "Central de ajuda" (Help center), the / key takes you straight to the search field. In the menu, items with a submenu open with Enter or Space and are navigated with the arrows. #### Does the dark theme apply to the whole team? No. The theme is each person's choice, in this browser. With "Tema: sistema" (Theme: system), the dashboard follows the device's light or dark setting. ### Guide: "O que a IA faz por dentro" (What the AI does behind the scenes) Why it replied that way, what it can and cannot do on its own, and where you change its behavior. The reply the lead receives does not come from one place. Before it exists, the message passes through several specialists, each with a narrow job: one finds out what the person wants, another gives the score, another writes, another checks what was written before sending. You do not need to memorize this to use the dashboard. You need it when one of these three things happens: it replied something you did not expect, it called you at a strange time, or you want to change the way it behaves and do not know which button controls that. This guide is for those three moments. #### Where you see the AI at work Each decision is recorded on the lead record, in the **"Jornada do lead" (Lead journey)** card — the timeline on the right. That is where the names in this guide are. The same list, shorter, appears in the **"Jornada" (Journey)** section of the drawer that opens when you click a contact in the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). On screen: The "Jornada do lead" (Lead journey) card on the record, with the specialists' decisions in order: compliance, intent, qualification, the reply, and the audit. The conversation of a real lead from the demo account, from bottom to top in time. 1. **Who decided, and at what moment**: The specialist's name and when it came in. **"Antes da resposta" (Before the response)** are the safeguards, which decide while the message is still in hand. **"Agente" (Agent)** is the one who reads, concludes, or writes. 2. **The time and who signed**: Your AI signs its decisions with `ia:` in front of its name. When the one who acted was a team member, the person's name appears. 3. **What it concluded**: The conclusion in one line. Here it is the lead's first score, still cold: they had only said what they needed. Two hours later, further down, the same line appears with **"pontuação 100 · banda Quente" (score 100 · Hot band)**. 4. **The audit showing what it cut**: This is the most useful line in the journey. The AI had written a value that is not registered anywhere, and the passage was removed **before the lead read it**. The justification includes the removed piece in quotes and how long the check took. 5. **The color of the dot**: A colored dot is a specialist's decision. A hollow dot is a fact of the conversation: the lead wrote, the reply went out, the handoff was requested. Not every line has the third part. Whoever has something to justify justifies it: the qualification says which signals it captured and which are missing, the audit says what it cut, the handoff says why it called a person. The others conclude and move on. > **The journey belongs to one lead at a time:** There is no screen with the trail of all conversations together. You open the record of the person who left you in doubt and read theirs. For what the team did — who took over, who handed back, who deleted — the place is the trail in [Compliance](https://attendto.com.br/en/manual/compliance). #### What it understands before replying Every incoming message is read by five different readers at the same time, before any reply is written. None of them talks to the lead: they only draw conclusions. - **Intent classifier**: What the person wants in this message: greeting, product question, price, purchase intent, scheduling, support, asking for a human, or leaving. It is what appears as **"Intenção prevista" (Predicted intent)** in the conversation's right panel, and it is what matches the lead to an offer in your [catalog](https://attendto.com.br/en/manual/intent-e-catalogo). - **Sentiment analysis**: The mood of whoever wrote: positive, neutral, negative, or frustrated, with intensity. High frustration calls a person on its own, without waiting for the lead to ask. - **Data extractor**: It notes what was said in passing and that no one would type by hand: company, job title, email, another phone number, the deal value. That is why the record fills itself in without you touching it. - **Objection Detector**: It recognizes when the message carries sales resistance — “that's expensive”, “I'll look at it later”, “I already use another one” — and stores the type and the sentence said. It feeds the ["Pergunte à IA" (Ask the AI)](https://attendto.com.br/en/manual/pergunte-a-ia) screen; a price question does not count, only resistance. - **Audience recognizer**: It finds out which of your audiences that person resembles, so the right questions get asked. It only comes into play if you registered more than one audience, and it never invents one that does not exist. **Where you are in control**: the audiences and what each one needs to find out are in ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao); the offers and the intents that match each one, in ["Intent & catálogo" (Intents & catalog)](https://attendto.com.br/en/manual/intent-e-catalogo). Sentiment, data extraction, and objections have no settings — they read what is written. > **An audience pinned by hand is not re-evaluated:** If someone on the team picks a lead's audience by hand, the **"Fixado à mão" (Pinned manually)** badge appears on the record and the AI stops re-evaluating that lead. It is useful when it got it wrong; it is a problem when no one remembers having pinned it. #### How it decides who is worth your morning The **"Qualificador BANT" (BANT Qualifier)** rereads the entire conversation with each new message — not just the last sentence — and looks for the signals you declared: what the person needs, how much they can spend, whether they are the decision maker, and by when. From this comes the score from 0 to 100 and the temperature. **Where you see it**: the **"Qualificação ao vivo" (Live qualification)** ring in the conversation's right panel, the qualification card on the lead record (*Score 82 (Hot) — 3 of 4 signals*), the color in the Inbox list and on the pipeline card, and the line `pontuação 82 · banda Quente` in the journey. The reason behind the score is not a justification text: it is **the lead's sentence that proved each signal**, stored next to it. A signal with no sentence shows as *not yet captured* — it means it has not asked yet or the person has not answered, not that the answer was bad. **Where you are in control**: everything is in ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao) — which signals apply to each audience, how it asks, and how much each one weighs in the score. Changing it there does not rewrite anyone's score: it applies from each lead's next message onward. With the Revenue AI module on, a second axis joins the score: the **"Aderência ao cliente ideal" (Fit with the ideal customer)**. The **Ideal Customer Profile** compares the lead with what you declared in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) → "Cliente ideal" (Ideal customer) and returns 0 to 100 with a sentence — on the pipeline card (`ICP 82`), on the record, and in the dossier. It runs at most once a day per lead, and only when the lead said something new. #### How it writes the reply The reply is written by the **"Conversa SDR" (SDR conversation)**, and it writes with what you gave it. Nothing more than that: - **Who it is** — its name, the company it says it represents, and the tone of voice, in [Personas A/B](https://attendto.com.br/en/manual/personas) and ["Voz & tom" (Voice & tone)](https://attendto.com.br/en/manual/voz-e-tom). If the account the message came in through has a **linked persona**, that persona is the one speaking there; with no link, it is the company's persona. - **What your company does** and the ready-made answers you wrote in the persona. - **The active offers** in the [catalog](https://attendto.com.br/en/manual/intent-e-catalogo), with the price the way you wrote it. - **The excerpts from the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento)** that relate to the question in that message — not the whole base, just the pieces that serve. The search also looks at the latest turns of the conversation and at the excerpts the AI received for the previous reply: when the customer asks only "is there a discount?" or "give me the price of the 2" right after the AI offered a product, that product's excerpt stays at hand. The new question still leads: "do you deliver?" brings up what talks about delivery first. And the check of the reply also receives the excerpts from the previous reply: if the AI repeats a price it just gave, it is not erased just because the customer changed the subject. And, if you marked documents for specific accounts, only those that apply to the account that received the message. - **What has already been agreed** with that lead, which is the memory explained just below. **Where you see it**: the message itself, with the AI's name right above the bubble. When an agent takes over, the name that appears becomes the person's — the lead never sees the AI's name signing a human message, nor the reverse. Some replies arrive with an **audio first** — and there it is not the AI speaking. It is a **recorded reply**: the voice of someone on the Owner's team, recorded once for one of the usual questions ("how much does it cost?", "how long does it take?"). When the AI is sure the lead asked that question, it sends the recording before the text; when in doubt, only the text goes. **Where you see it**: in the [Inbox](https://attendto.com.br/en/manual/inbox), the audio bubble carries the label **"Resposta gravada" (Recorded reply)**, with the title and — when you hover — the voice of who recorded it; in the lead's journey, the line **"Resposta gravada enviada" (Recorded reply sent)** logs which one went out. **Where you are in control**: in the **"Respostas gravadas" (Recorded replies)** card of ["Intent & catálogo" (Intents & catalog)](https://attendto.com.br/en/manual/intent-e-catalogo). > **An empty base means a generic AI:** The difference between a reply that closes a sale and one that rambles is almost always what is registered, not the tone. Price, deadline, service area, and the five questions you hear most are worth more than any personality adjustment. #### It checks its own reply before sending it Once the reply is written, it **does not go straight out**. A second specialist, the **"Auditor de Resposta" (Reply Auditor)**, reads what was written with a single question: *does this state any fact about this company that is not in what the Owner registered?* Price, deadline, promise, policy, coverage, capacity, any number. It was taught to separate what is a fact from what is not, because otherwise it would cut the entire conversation. **Stating nothing**: greeting, asking a question, repeating back what the lead just said about themselves, saying its own name, or saying it will pass the lead along to the team. - **A scheduling commitment counts as a fact**: Even without a number. Setting a day, promising a reply "by tomorrow", or agreeing to the deadline the lead proposed is stating a deadline, and it must be on file. - **Money only passes with backing**: Either the amount is in what you registered, or the lead themselves stated that amount as their budget. A number the lead used for something else (number of customers, employees, followers) does not authorize any price. - **A lead's question is not a source**: "Do you offer 12 installments?" does not give permission to confirm that you do. If the policy is not registered, confirming it is invention. When it finds a passage without backing, it **can only delete**. It does not rewrite, swap words, or adjust a number downward: it removes the piece and delivers the rest, and in its place a sentence may go in saying that the detail will be confirmed with an agent. If what is left does not stand on its own, the entire reply is replaced by a safe reply that states nothing: for a question, it says it will confirm the detail with a specialist. With **"Conduzir até o pedido completo" (Guide through to the complete order)** turned on, neither of the two sentences promises a confirmation: they say the detail is not there and offer a person from the team, and a customer who is ready to buy and gets the safe reply is sent to the team. **Where you see it**: in the journey, the Auditor's row says which case that reply fell into — *"resposta fundamentada" (grounded reply)*, *"preço sem lastro corrigido" (unbacked price corrected)*, *"trecho sem lastro corrigido" (unbacked passage corrected)*, *"resposta trocada" (reply replaced)* — and the justification shows **the exact passage that was removed**. It is the evidence, not a summary. > **With nothing registered, there is nothing to check against:** The audit compares the reply with what you registered. In an account where the catalog, the knowledge base, and the ready-made replies are empty, there is nothing to compare against and it does not run — all that remains is a safeguard that stops the AI from putting out amounts. Registering is not bureaucracy: it is what turns the check on. Two honest notes about its limit. The check **never holds up the conversation**: if it fails itself, the original reply goes out, because leaving the lead without a reply is worse. And it judges what the reply states about **your company** — if you registered a wrong price, it will defend the wrong price with the same effort. #### It remembers what has already been said In a conversation that drags on for days, rereading everything on every message is not viable, and an AI that forgets what was agreed last week loses the lead. That is why the **"Memória do lead" (Lead memory)** exists: a short summary of the relationship, rebuilt from time to time, with who the person is, what they are looking for, the objections they raised, the amounts and deadlines they mentioned, what was agreed, and what the next step is. It only kicks in on a conversation that has already grown long — an exchange of two or three messages has no memory, and does not need one. And it is built **only from what is written in the messages**: no deducing a profession, income, or intent that nobody stated. **Where you see it**: the **"Memória do lead" (Lead memory)** row in the journey. It is the stamp showing that the AI updated itself, with the date — which tells you how recent the understanding behind today's replies is. The stored text itself is not shown on any screen. > **When the memory is wrong:** There is currently no screen for editing that summary. What works is correcting **in the conversation itself**: the memory is rebuilt from the messages, so whatever is said afterward gets in. If the error is serious, take over the conversation in the Inbox and handle it yourself — and note that the memory applies to the LEAD, never to your company: a price does not become true because it ended up there, and the Auditor cuts it just the same. #### When it calls a person The **"Política de transbordo" (Handoff policy)** is a fixed rule, not an opinion: in five situations the conversation leaves the AI and enters the team's queue, and the reason is written in the queue so you know why. Two of them have a switch: with **"Conduzir até o pedido completo" (Guide through to the complete order)** turned on, which is how new accounts already start, purchase intent and the "Quente" (Hot) lead no longer trigger a transfer. - **Lead asked for human service**: They wrote that they want to talk to someone. The conversation leaves right away. - **Purchase intent**: They signaled that they want to close and are already "Morno" (Warm) or "Quente" (Hot) (or have completed qualification). This is the moment when a human earns money. A "Frio" (Cold) lead who says they want to buy, or who just picks an option the AI offered, stays with the AI: the AI asks the next question and the journey records **"Intenção de compra sem evidência" (Purchase intent without evidence)**. Outside business hours, this rule and the "Quente" (Hot) lead rule put the conversation in the queue without notifying the lead, and the AI stays with them until the team opens. It can be turned off in "Configurações" (Settings) → "IA & persona" (AI & persona): with guidance through to the complete order turned on, the AI stays with them until the order is complete. If the check against your knowledge base rejects the reply, the AI rewrites it up to twice; only on the third rejection does it pass the conversation to the team. - **Qualified lead ("Quente" (Hot))**: The score reached the hot range and is worth your time. It can be turned off with the same switch as purchase intent. - **Low confidence in the intent**: It did not understand what the person meant, and insisting would create friction. - **Lead needs a person right now**: The AI realized that only a person can solve this: the lead asked for a call, got annoyed with the automated service, or asked for something outside its reach. - **Frustrated lead**: The sentiment soured enough for a person to take over before it gets worse. - **"Pedido completo" (Complete order)**: With guidance through to the order turned on: the customer answered everything the "Qualificação" (Qualification) asks for. The AI summarizes the order and the conversation goes to the team to confirm; outside business hours, with no business-hours notice to the customer. Along with the handoff, the **"Resumidor" (Summarizer)** delivers a ready-made briefing for whoever will take over: the conversation summary, the lead's mood, and the suggested next step. This is what appears in the package on the [Handoff](https://attendto.com.br/en/manual/handoff) screen — nobody has to read fifty messages before replying. > **What you control in these triggers:** Two of the five rules have a switch: in "Configurações" (Settings) → **"IA & persona" (AI & persona)**, **"Conduzir até o pedido completo" (Guide through to the complete order)** (on by default in new accounts) makes the AI stay with someone who wants to buy or became "Quente" (Hot), asking for what is missing, one thing at a time, until the order is complete. Requests for a person, low confidence, and frustration always transfer, with or without it. Beyond that, you control **who becomes "Quente" (Hot)** through what the [Qualification](https://attendto.com.br/en/manual/qualificacao) asks for — the 75-point line is fixed —, the SLA deadline, what happens outside business hours, and you can hand any conversation to the team manually, using the button in the Inbox. #### Which language it replies in The AI serves in **Brazilian Portuguese, European Portuguese, Mozambican Portuguese, English, Spanish and French**, within what the account accepts (in "Configurações" (Settings) › "IA & persona" (AI & persona) › **"Idiomas do atendimento" (Service languages)**). It recognizes the language **on every message**, with memory: a lone word, such as "ok" or a number, does not knock the conversation out of its language. If the lead switches languages midway, the AI switches along, as long as the new language is among the accepted ones. Outside those, it replies in the account's main language. When the lead writes in European Portuguese and the account accepts Portugal and Mozambique, the text does not allow telling one from the other with confidence: the AI uses whichever of the two is the account's main language; if neither is the main one, it uses the first accepted, in menu order (Portugal before Mozambique). - **Fixed messages** (out of hours, transfer to the team, goodbye) go out in the lead's language. - **Consent**: outside Brazilian Portuguese, the request uses a neutral privacy text; the Portuguese version keeps citing the LGPD. - **Meta templates** go out in the lead's language when the account has the same template approved in that language; otherwise, in the template's own language. - **Your automatic messages** go out as you wrote them for those who speak the main language; in the other languages, the AI uses the default text in that language. **Where you see it**: in the [Inbox](https://attendto.com.br/en/manual/inbox), the badge with the language code next to the lead's name (only in an account with 2 or more languages and only when the lead speaks another language). **Where you control it**: [Settings](https://attendto.com.br/en/manual/configuracoes), **"Idiomas do atendimento" (Service languages)** card. The dashboard stays in Portuguese. #### The notice and the exit **Compliance LGPD** does two things, and both are a legal obligation, not a preference. On first contact, it ensures that the transparency notice goes along with the reply. And when the lead asks to opt out, it **ends the conversation immediately**: the reply being written is discarded, the farewell is sent, and the AI writes no more to that person. **Where you see it**: the rows *"Consentimento registrado" (Consent recorded)* and *"Opt-out registrado" (Opt-out recorded)* in the lead's journey, and the full trail in [Compliance](https://attendto.com.br/en/manual/compliance). **Where you control it**: the notice and farewell texts are in "Configurações" (Settings), on the **"Atendimento" (Service)** tab. #### What it does without being asked Three things happen without anyone clicking anything, and you turn on, turn off, or feed all three: 1. **Contacts people who went silent again**: A lead stopped responding and the AI writes again, at the interval you defined in the cadences, in "Configurações" (Settings). The message is written on the spot, with that lead's context — it is not a ready-made text that is the same for everyone. 2. **Sends your payment link**: When the lead signals they want to buy and a matching offer exists, it shares the **payment link you registered** on that offer, in [Intents & catalog](https://attendto.com.br/en/manual/intent-e-catalogo). If an offer has no registered link, nothing is sent: it has nowhere to invent a payment address from. 3. **Books a meeting on your calendar**: An agreed time becomes a real appointment in the [Calendar](https://attendto.com.br/en/manual/agenda), and that part is verified by rule, not written by AI — it is the difference between a time that exists and a time that merely sounded good in a sentence. #### What it does not do Worth knowing as much as the rest, and it is what usually takes away the fear of leaving it on its own: - **It does not quote a price you did not register.** If one slips out in the writing, it is removed before the lead reads it. - **It does not send a payment link that is not yours**, registered by you on an offer. - **It does not decide a meeting time on its own** — the calendar is checked against what is actually free. - **It does not keep talking to someone who asked to opt out.** - **It does not open the transfer through what it writes.** What passes the conversation to the team is the handoff policy, before the reply is written. A sentence from it saying it will call someone does not call anyone. - **It does not sign with the name of anyone on your team**, and no agent appears to the lead under its name. - **It does not learn on its own from one lead in order to answer another.** What it knows about your business is what you registered; what a lead tells it stays with that lead. #### The names that appear in the journey A list for quick reference, just as the names appear on the lead's record. Next to each one comes the moment: **"antes da resposta" (before the reply)** for the safeguards, **"agente" (agent)** for whoever reads, decides, or writes. - **Intent classifier**: Concluded what the lead wants in this message. - **Audience recognizer**: Chose which of your audiences the lead resembles. - **"Qualificador BANT" (BANT Qualifier)**: Recalculated the score and temperature using the whole conversation. - **"Perfil de Cliente Ideal" (Ideal Customer Profile)**: Compared the lead with the profile you declared in "Cliente ideal" (Ideal customer) and said, in one sentence, what matched. - **Sentiment analysis**: Measured the mood of the person who wrote. - **Data extractor**: Noted on the record a detail mentioned in passing. - **Objection Detector**: Noted the objection stated in the message — this is what feeds the [Ask the AI](https://attendto.com.br/en/manual/pergunte-a-ia) screen. In **"Modo atendimento" (Service mode)** (direct sales) it does not run, unless Closer AI is on. - **Compliance LGPD**: Let the conversation continue, or stopped everything because the lead asked to opt out. - **"Política de transbordo" (Handoff policy)**: Decided whether that conversation stays with the AI or goes to the team. - **"Resposta gravada" (Recorded reply)**: Sent, before the text, the audio your team recorded for the recognized question. - **"Conversa SDR" (SDR conversation)**: Wrote the reply the lead received. - **"Auditor de Resposta" (Reply Auditor)**: Checked that reply and said whether it had backing in what you registered. - **"Memória do lead" (Lead memory)**: Updated the accumulated understanding of that relationship. - **"Resumidor" (Summarizer)**: Built the briefing for the agent who was about to take over. - **"Closer de oferta" (Offer Closer)**: Decided whether it was time to send your payment link. - **Closer**: Negotiated within the discount ladder you defined, handled the objection with your playbook, or called the human with the dossier (Revenue AI module). - **"Follow-up SDR" (SDR follow-up)**: Wrote the re-engagement message for someone who had gone silent. > **A new name on the list is not a problem:** The list changes when the AI gains a new skill. If a name appears that is not here, it follows the same pattern: what it concluded on the line below, and why right underneath. #### It got something wrong. Now what? Almost every error falls into one of these five, and each has a different place to fix it. Always start with the lead's journey: it tells you which of the five it is. 1. **It said something wrong about your company**: Fix it at the source, not in the conversation: [Knowledge base](https://attendto.com.br/en/manual/base-de-conhecimento) for information, [catalog](https://attendto.com.br/en/manual/intent-e-catalogo) for offers and prices. From the next message onward it uses the right one — and it now has something to be checked against. 2. **It cut too much and became evasive**: That is the audit working with little material. Its row in the journey shows the removed passage; register that information and the cutting stops happening. 3. **It asked the wrong thing**: The question script is per audience, in [Qualification](https://attendto.com.br/en/manual/qualificacao). If it used the wrong audience, you can change it on the lead's record. 4. **The tone is not your company's**: [Voice & tone](https://attendto.com.br/en/manual/voz-e-tom) and [Personas A/B](https://attendto.com.br/en/manual/personas). If the difference is big, test two versions before switching for good. 5. **It should have called you earlier**: Take over the conversation in the [Inbox](https://attendto.com.br/en/manual/inbox) and answer **"Discordo" (Disagree)** in the qualification box — that vote is what feeds the accuracy of the handoff. If it always happens with the same type of lead, the adjustment is in the qualification weights. In the dashboard: "Abrir a lista de leads" (Open the lead list). Click a lead to open their record and read the conversation journey, decision by decision. How people search: ctrl k shortcut; quick search in the dashboard; collapse side menu; dark theme; dark mode in the dashboard; bell notifications; clear notifications; change profile photo; register my mobile number; team mobile number doesn't become a lead; how to log out; agent can't see settings; menu disappeared; waiting conversations counter; balance card in the menu. ## "Painel" (Dashboard): a real-time overview of AI customer service on WhatsApp URL: https://attendto.com.br/en/manual/painel Menu: Operations > "Painel" (Dashboard) The "Painel" (Dashboard) is the first screen of the panel: it shows, live, how many leads the account has, how many have qualified, how long the AI takes to reply and how many conversations are waiting for a person right now. ### Who can use it - Owner: Sees the entire screen, including the account activation notices and the notice to replace the spreadsheet with sync. - Admin: Sees the entire screen, including the notice to replace the spreadsheet with sync. - Agent: Sees the numbers, the pipeline, the appointments, the BANT distribution, the live block, the leads and the persona under test. Does not see the spreadsheet notice, which is for whoever administers the account. ### Screens #### "Painel" (Dashboard) The "Painel" (Dashboard) screen is for deciding, in seconds, where to focus attention now: on the queue of those waiting for a human, on the qualification script, or nowhere. Address in the dashboard: `/app` ![Screenshot of the "Painel" (Dashboard) screen. The "Painel" (Dashboard) screen is for deciding, in seconds, where to focus attention now: on the queue of those waiting for a human, on the qualification script, or nowhere.](https://attendto.com.br/prints-do-manual/painel--visao-geral.png) The "Painel" (Dashboard) screen in the demo account, with sample data and blurred values. How to get there: It is the screen that opens when you enter the panel and the first item in the menu, under "OPERAÇÃO" (OPERATIONS). The subtitle at the top says **"Visão geral da operação" (Operations overview)**. ##### Top notices Strips that only appear when there is something to do on the account; with nothing pending, the space disappears. Buttons and actions: - **"Continuar a ativação" (Continue activation)** (Owner, Admin): Appears when account activation was left half-done, with the title **"Falta pouco para a IA começar a atender" (Almost there for the AI to start answering)**. It takes you back to the step where you stopped. - **"Ver a comparação" (See comparison)** (Owner, Admin): Appears when a spreadsheet imported into the "Base de conhecimento" (Knowledge base) is more than 15 days old and the "Base avançada" (Advanced base) module is on. Opens the creation of a sync that replaces the spreadsheet. - **"Conhecer o módulo" (Explore the module)** (Owner, Admin): Same notice as the old spreadsheet, when the "Base avançada" (Advanced base) module is not on yet. Opens the module page in the store. Also appears: - In the first 30 days after activation, the green strip **"Conta ativa desde ‹data›" (Account active since ‹date›)** confirms that the AI is already serving customers. - The spreadsheet notice states the file name, the import date and that the spreadsheet only goes away when the first sync finishes successfully. ##### Number cards Four fixed numbers and an optional fifth, all read-only: clicking them takes you nowhere. Fields and filters: - **"Leads no período" (Leads in period)**: Total leads of the account since the beginning (the line below says **"total da sua conta" (total for your account)**). It does not reset daily or monthly. - **"Taxa de qualificação" (Qualification rate)**: Hot plus Warm leads divided by the total, as a percentage (**"Quentes + Mornos sobre o total" (Hot + Warm over the total)**). - **"1ª resposta típica" (Typical 1st reply)**: The median time to the conversation's first reply, with the target written below (**"mediana · meta < 30s" (median · target < 30s)**). Shows a dash when there is no conversation to measure yet. - **"Taxa de handoff" (Handoff rate)**: The share of conversations that passed to a team member (**"conversas com transbordo" (conversations with handoff)**). - **"Satisfação (CSAT)" (Satisfaction (CSAT))**: The average of the ratings from 1 to 5 given by leads and how many ratings exist. It only appears after the first rating. ##### "FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE) The **"Da conversa ao fechamento" (From conversation to close)** card: five bars, each with the number and the percentage of total leads. Also appears: - **"Leads criados" (Leads created)**: all of the account's leads (the full bar). - **"Qualificados (BANT)" (Qualified (BANT))**: Hot and Warm leads. - **"Quente" (Hot)**: only leads in the highest score band. - **"Em handoff" (In handoff)**: conversations waiting for a human or with a human agent right now. - **"Encerradas" (Closed)**: closed conversations. - The first three rows count leads; the last two count conversations. ##### "PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS) The three nearest meetings the AI scheduled. The card disappears when there is no meeting. Buttons and actions: - **"Ver agenda →" (View calendar →)**: Opens the "Agenda" (Calendar) with the whole week. - **"‹reunião›" (‹meeting›)**: Each meeting shows the day, the lead's name and the time with the note **"marcada pela IA" (scheduled by the AI)**. Clicking opens, in the Inbox, the conversation where it was arranged. ##### "DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION) How the base is divided by the AI's score. Also appears: - One row for each band — **"Quente" (Hot)**, **"Morno" (Warm)**, **"Frio" (Cold)** and **"Sem score" (No score)** —, with the number of leads and the percentage of the total. - It is not clickable: to see the list behind a band, filter in CRM & Graph or in the "Base de contatos" (Contact base). ##### "AO VIVO AGORA" (LIVE NOW) The state of this moment, which updates by itself. Fields and filters: - **"conversas ativas com a SDR de IA" (active conversations with the AI SDR)**: The big number: conversations open at this moment. - **"aguardando humano" (waiting for a human)**: Conversations waiting for a team member to take over. - **"consumo hoje" (usage today)**: What came out of the account balance today, counted in the time zone of whoever is looking at the screen. Buttons and actions: - **"Abrir inbox →" (Open Inbox →)**: Opens the Inbox. ##### "Leads qualificados recentes" (Recent qualified leads) The four leads with the highest score on the account, with name, company or phone number, source and the band with the score. Buttons and actions: - **"Ver todos" (View all)**: Opens CRM & Graph with the full list of leads. - **‹lead›**: Each row opens the lead record in CRM & Graph. ##### "Persona em teste" (Persona under test) The result of the persona A/B test from the last 30 days, when one is running. Buttons and actions: - **"Ver teste →" (View test →)**: Opens Personas A/B, with the active test or with the path to create variant B. Also appears: - With an active test: variants **A** and **B**, each with its name, conversion rate and a bar. The winner gets a frame and the **"vence" (wins)** mark when the sample is already large enough. - While the sample is small, the **"Coletando dados" (Collecting data)** line shows how many leads each variant already has compared with the minimum required. - No test: the sentence **"Sem teste A/B ativo — crie uma variante B no editor de personas para começar a comparar." (No active A/B test — create a variant B in the persona editor to start comparing.)** ##### Screen states - Loading: Three gray blocks take the place of the cards until the numbers arrive. - Nothing here yet: An account with no leads shows the cards and the pipeline at zero and, in the leads block, the sentence **"Nenhum lead ainda — eles aparecem conforme chegam mensagens." (No leads yet — they appear as messages arrive.)** - If something goes wrong: When the numbers do not load, the whole screen is replaced by the notice **"Não foi possível carregar o seu painel" (Could not load your dashboard)**, which explains that the numbers did not reset and offers **"Tentar de novo" (Try again)**. - Only the recent leads list failed: The block shows **"Não foi possível carregar os leads recentes" (Could not load recent leads)**, reminds you that this does not mean nobody arrived, and offers **"Tentar de novo" (Try again)**; the rest of the screen continues as normal. - There is no satisfaction rating yet: The **"Satisfação (CSAT)" (Satisfaction (CSAT))** card does not appear; only the four fixed cards remain. - No meeting scheduled: The **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** card disappears and the right column starts with **"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION)**. ### Step by step #### How to tell whether a lead is waiting for human service right now 1. Open the **"Painel" (Dashboard)** in the menu. 2. On the **"AO VIVO AGORA" (LIVE NOW)** card, look at the **"aguardando humano" (waiting for a human)** number. 3. If it is greater than zero, click **"Abrir inbox →" (Open Inbox →)** and serve those who are waiting first. #### How to see the AI's first reply time 1. Open the **"Painel" (Dashboard)**. 2. Read the **"1ª resposta típica" (Typical 1st reply)** card: it is the median time to the first reply. 3. Compare it with the target written below the number; if it is above it, review the service hours and the team's capacity at peak times. #### How to find out at which stage leads are being lost 1. In the **"FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE)**, compare the **"Leads criados" (Leads created)** bar with the **"Qualificados (BANT)" (Qualified (BANT))** bar. 2. A big drop between the two indicates conversations that end before the lead gives a signal: adjust the script in "Qualificação" (Qualification). 3. Then compare **"Qualificados (BANT)" (Qualified (BANT))** with **"Quente" (Hot)** to see whether the signals are separating those who are ready to buy. #### How to open the conversation of a meeting scheduled by the AI 1. On the **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** card, find the meeting by day and lead name. 2. Click it: the Inbox opens on the conversation where the time was arranged. 3. For the whole week, use **"Ver agenda →" (View calendar →)**. #### How to follow the persona A/B test on the "Painel" (Dashboard) 1. Scroll to the **"Persona em teste" (Persona under test)** block. 2. Compare the conversion rate of variants **A** and **B**; while **"Coletando dados" (Collecting data)** appears, there is no winner yet. 3. Click **"Ver teste →" (View test →)** to open Personas A/B and end or adjust the test. ### Frequently asked questions #### Why don't the "Painel" (Dashboard) cards open the lead list when I click them? The number cards, the pipeline and the BANT distribution are read-only. To see the people behind a number, use the filters in CRM & Graph or in the "Base de contatos" (Contact base). #### Does the "Painel" (Dashboard) need to be reloaded to update? No. The live block and the numbers change by themselves as conversations progress. If a number seems stuck, it is because nothing changed in that interval. #### Does the "Painel" (Dashboard) show results by period, such as week or month? No. It shows the current state and the account's cumulative total. Comparison between periods is in Analytics. #### Why doesn't the satisfaction card appear on my "Painel" (Dashboard)? It only appears after the first lead gives a rating. As long as the satisfaction question is not turned on in "Configurações" (Settings), there is no rating to show. #### Are the recent qualified leads the ones that arrived last? Not exactly: the list shows the four leads with the highest score on the account. To see them by arrival date, use CRM & Graph or the "Base de contatos" (Contact base). #### Does the agent see the same "Painel" (Dashboard) as the Owner? Yes, the same numbers and blocks. Only the account administration notices, such as replacing the spreadsheet with sync, stay with the Owner and the Admins. #### What is the handoff rate on the "Painel" (Dashboard)? It is the percentage of conversations that passed from the AI to a team member. There is no right value: it helps you notice whether the team is being called in too much or too little. ### Guide: "Painel" (Dashboard) The first screen of the day. It does not solve anything on its own: it helps you decide where to put your attention over the next ten minutes. The "Painel" (Dashboard) is not a report. A report is [Analytics](https://attendto.com.br/en/manual/analytics), which compares periods. Here you look at the current state and leave with a single decision: **open the Inbox, adjust the script, or do nothing**. If you finish reading and don't know what to do, read again using the three criteria at the end of this page. #### The screen, part by part On screen: "Painel" (Dashboard) with four number cards at the top, the qualification funnel on the left, and three cards on the right. Numbers at the top, funnel on the left, what is happening right now on the right. 1. **The cards at the top**: **"Leads no período" (Leads in period)**, **"Taxa de qualificação" (Qualification rate)**, **"1ª resposta típica" (Typical 1st reply)**, and **"Taxa de handoff" (Handoff rate)**. **"Satisfação (CSAT)" (Satisfaction (CSAT))** appears as a fifth card once ratings exist. They are read-only: clicking them does not lead anywhere. 2. **"FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE)**: Five rows, from **"Leads criados" (Leads created)** to **"Encerradas" (Closed)**. The bar width is the proportion over total leads. This is where the leak shows up: the row that drops sharply is the stage that is broken. 3. **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)**: The three nearest meetings. Click one and you land in the conversation that scheduled it. **"Ver agenda →" (View calendar →)** opens the whole week. This card disappears when no meeting is scheduled. 4. **"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION)**: How your base is divided among **"Quente" (Hot)**, **"Morno" (Warm)**, **"Frio" (Cold)**, and **"Sem score" (No score)**. A lot of **"Sem score" (No score)** means conversations too short to extract any signal, not bad leads. 5. **"AO VIVO AGORA" (LIVE NOW)**: How many conversations are open right now, how many are **"aguardando humano" (waiting for a human)**, and the **"consumo hoje" (usage today)** in reais. **"Abrir inbox →" (Open Inbox →)** takes you straight to the queue. #### What each number means - **"Leads no período" (Leads in period)**: Despite the name, it is the **total for your account** — everyone who has ever come in, since the beginning. It does not reset at the turn of the day or the month. It tells you the size of the base, not its growth. - **"Taxa de qualificação" (Qualification rate)**: Hot plus Warm, divided by the total. It tells you how many people in the base have shown buying signals. It drops when many new leads arrive at once — which is normal after a campaign. - **"1ª resposta típica" (Typical 1st reply)**: How long the lead waits for the first reply in a typical conversation — it is the **median**, not the average: a conversation answered days later (a silent thread, a human queue) does not drag the number for the whole account. The target written on the card is **less than 30s**. This is the number that moves sales the most: beyond a minute, a good share of people have already gone to talk to someone else. - **"Taxa de handoff" (Handoff rate)**: The share of conversations that needed a person. There is no right number: it is too high when the team can't keep up, and too low when no one is being called in to close. - **"Satisfação (CSAT)" (Satisfaction (CSAT))**: The average of the 1-to-5 ratings the leads gave. The card only exists after the first rating — if it doesn't appear, it is because the satisfaction question has not yet been turned on in [Settings](https://attendto.com.br/en/manual/configuracoes). > **"Leads no período" (Leads in period) is not for reporting the month:** It is the account's accumulated total. Anyone who writes this number down every Monday and presents the difference as the month's result is counting people who came in a year ago. Growth by period is in [Analytics](https://attendto.com.br/en/manual/analytics), the screen made for that. #### Reading the funnel without being fooled The first three rows — **"Leads criados" (Leads created)**, **"Qualificados (BANT)" (Qualified (BANT))**, and **"Quente" (Hot)** — count people. The last two — **"Em handoff" (In handoff)** and **"Encerradas" (Closed)** — count conversations. That is why, for these two, the number matters more than the percentage next to it. - A big drop from **"Leads criados" (Leads created)** to **"Qualificados (BANT)" (Qualified (BANT))**: conversations die before the person gives any signal. It is the script, not the volume — see [Qualification](https://attendto.com.br/en/manual/qualificacao). - A reasonable **"Qualificados" (Qualified)** and almost zero **"Quente" (Hot)**: the signals are being captured, but their weight doesn't separate anyone. This is also [Qualification](https://attendto.com.br/en/manual/qualificacao). - **"Em handoff" (In handoff)** growing nonstop: the questions that block the conversation keep repeating. Each answer written in the [Knowledge base](https://attendto.com.br/en/manual/base-de-conhecimento) takes one of those off your desk. - A high **"Encerradas" (Closed)** is a good sign, not a bad one: the topic is over. If the lead writes again, the conversation reopens on its own. #### What leads somewhere Half of this screen is pure reading, and knowing which half saves you that minute spent clicking numbers that don't respond. These navigate, and only these: - **"Ver agenda →" (View calendar →)** and each meeting under **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** — the meeting opens the conversation in which it was arranged, not the [Calendar](https://attendto.com.br/en/manual/agenda). - **"Abrir inbox →" (Open Inbox →)**, on the **"AO VIVO AGORA" (LIVE NOW)** card. - **"Ver todos" (View all)**, in the **"Leads qualificados recentes" (Recent qualified leads)** block further down, which opens [CRM & Graph](https://attendto.com.br/en/manual/crm); and each lead in the list, which opens that lead's record. - **"Ver teste →" (View test →)**, in the **"Persona em teste" (Persona under test)** block, which opens [Personas A/B](https://attendto.com.br/en/manual/personas). - The number cards at the top, the funnel, and the **"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION)** are not clickable. For the list behind a number, use the filters in [CRM & Graph](https://attendto.com.br/en/manual/crm) or in the [Contact base](https://attendto.com.br/en/manual/base-de-contatos). #### The three decision criteria 1. **Is anyone "aguardando humano" (waiting for a human)?**: If **"aguardando humano" (waiting for a human)** is greater than zero, stop here and open the [Inbox](https://attendto.com.br/en/manual/inbox). A waiting lead is the only thing on this screen that gets worse while you read the rest. 2. **Is the 1st reply above the target?**: If it is, the problem is capacity, not content: too many people for too few hands at peak time. Look at [Handoff to a human](https://attendto.com.br/en/manual/handoff) and the service hours before touching any script. 3. **Is qualification low despite many leads?**: A large base and a low **"Taxa de qualificação" (Qualification rate)** is a symptom of the script, not of traffic. Bringing in more people only increases the denominator. Adjust the signals in [Qualification](https://attendto.com.br/en/manual/qualificacao) and come back in a week. 4. **None of this?**: Then the day is under control and the best use of your next hour is not on this screen. Write a new answer in the [Knowledge base](https://attendto.com.br/en/manual/base-de-conhecimento). #### What it looks like when everything is running smoothly - **"1ª resposta típica" (Typical 1st reply)** under 30s, without depending on anyone being on call. - **"aguardando humano" (waiting for a human)** at zero for most of the day, rising only at moments when it makes sense to call in people. - **"Sem score" (No score)** shrinking week after week in the **"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION)**: conversations are lasting long enough for the person to say what they need. - **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** with a name in it. An empty card disappears from the screen — and its disappearing all the time is a sign to look at the [Calendar](https://attendto.com.br/en/manual/agenda). - **"consumo hoje" (usage today)** at a value you recognize. A spike with no campaign running deserves a visit to [Balance & top-ups](https://attendto.com.br/en/manual/saldo-e-recargas). > **The numbers update on their own:** You don't need to reload the page to see the queue change. If a number looks frozen, it is because nothing happened — not because the screen froze. In the dashboard: "Abrir o Painel" (Open Dashboard). How people search: ai customer service dashboard; whatsapp sales dashboard; first response time; lead qualification rate; bant qualification pipeline; how many leads waiting for a human; handoff rate; csat customer service; customer service overview; ai upcoming appointments; daily usage; persona a/b test. ## Inbox: how to handle, take over, and transfer WhatsApp conversations with AI URL: https://attendto.com.br/en/manual/inbox Menu: Operations > Inbox Inbox is the inbox of the panel: all conversations from all channels arrive in a single list, in real time, and it is where the team follows the AI, takes over a conversation, replies, and hands it back to the AI. ### Who can use it - Owner: Can do everything: read, assign, reply, hand back, close, send templates, tag, add notes, delete conversations through the **"Mais ações" (More actions)** menu and, in a website chat conversation with a phone number, use **"Continuar no WhatsApp" (Continue on WhatsApp)**. - Admin: Can do everything the Owner can, including **"Excluir conversa" (Delete conversation)**; the **"Continuar no WhatsApp" (Continue on WhatsApp)** button is for the Owner only. - Agent: Reads all conversations, assigns, replies, hands back to the AI, closes, sends templates, tags, and adds notes. Does not see **"Excluir conversa" (Delete conversation)** or **"Continuar no WhatsApp" (Continue on WhatsApp)**. ### Screens #### Inbox The Inbox screen lets you see all the account's conversations in a live list, filter by who has the conversation, channel, account, and tag, and open the next person waiting for service. Address in the dashboard: `/app/inbox` ![Screenshot of the Inbox screen. The Inbox screen lets you see all the account's conversations in a live list, filter by who has the conversation, channel, account, and tag, and open the next person waiting for service.](https://attendto.com.br/prints-do-manual/inbox--lista-de-conversas.png) The Inbox screen in the demo account, with sample data and blurred values. How to get there: Through the **Inbox** menu item, under "OPERAÇÃO" (OPERATIONS). The number next to the item counts the conversations "aguardando humano" (waiting for a human); an exclamation mark in place of the number means the count could not be made. Also through the **"Abrir inbox →" (Open Inbox →)** button on the "Painel" (Dashboard). ##### Collapsed menu In Inbox the side menu becomes a column of icons so the conversation gets more width. Also appears: - Hover over an icon to see the item name. - The button at the bottom of the menu opens the full menu while you are in Inbox; on the other screens it goes back to how you left it. ##### List header: "Conversas" (Conversations) The column title and the list adjustment buttons. Buttons and actions: - **"Confortável" (Comfortable)**: List density with a large avatar, message preview, score band, and tags on each row. - **"Compacta" (Compact)**: Density with shorter rows: name, message, and a dot in the color of the score band. Almost twice as many conversations fit. - **"Atalhos de teclado" (Keyboard shortcuts)**: Opens the list of Inbox shortcuts (same as the **?** key). Does not appear on mobile. - **"Recolher lista de conversas" (Collapse conversation list)**: Collapses the list into a thin rail of avatars (same as the **[** key). The choice is saved in this browser. Also appears: - The first time you change the density or collapse the list or the dossier, the notice **"Escolha guardada: o Inbox abre assim da próxima vez." (Choice saved: Inbox will open like this next time.)** appears. ##### Search and filters All filters apply together, run over the entire account (not only what has already loaded), and stay in the page address, ready to become a link. Fields and filters: - **"Buscar por nome, telefone ou empresa" (Search by name, phone, or company)**: Finds the conversation by contact: name, phone, company, or email. The search is applied after a short pause in typing. - **"Etiquetas" (Tags)**: Menu with the tags used in conversations and, next to each, how many conversations it brings in the selected channel filter. **"Todas as etiquetas" (All tags)** turns the filter off. Once chosen, the tag becomes a pill with an **x** to clear it. The menu only appears when at least one tag exists. - **"Conta" (Account)**: Row that only appears when a single channel has two or more active accounts (for example, two WhatsApp numbers). Each button shows the account nickname or number; **"Todas" (All)** brings everything back. Buttons and actions: - **"Todas" (All)**: In the service row, shows conversations in any status. - **"Com a IA" (With the AI)**: Only the conversations the AI is handling. - **"Na fila" (In queue)**: Only the conversations waiting for a human. - **"Com atendente" (With an agent)**: Only the conversations a team member has taken over. - **"Encerradas" (Closed)**: Only closed conversations. - **"Todos" (All)**: In the channel row, turns off the channel filter. The row appears when there are conversations from more than one channel, with one button per channel (WhatsApp, Web chat, Instagram, SMS, Email). ##### Conversation row One row per conversation, the most recent on top, with continuous loading as you scroll. Also appears: - Contact avatar with the channel badge in the corner. An Instagram contact shows the profile photo; with no photo, initials appear. - Colored dot in the color of the score band and, in an Instagram conversation, the Instagram icon before the name. - Lead name and how long ago the last activity was. - Preview of the last message; audio without text appears as **"Áudio" (Audio)**. - Score band with the number (**"Quente" (Hot)**, **"Morno" (Warm)**, **"Frio" (Cold)**, or **"Sem score" (No score)**). - On an account with 2 or more accepted languages, the lead's language code (**PT**, **EN**, **ES** or **FR**) right after the name, when they speak a language different from the main one; hover or focus to read **"Idioma do lead: Inglês (EUA)" (Lead language: English (US))**. No code for a lead in the main language or whose language has not been detected yet. - **"Comentário" (Comment)** badge when the conversation started from a comment on Instagram. - Red **"IA pausada — sem saldo" (AI paused — no balance)** badge when the AI stopped because of insufficient balance. - **"IA calada — resposta pelo celular" (AI silent — replied from the phone)** badge when someone replied to the lead from the phone and the AI stayed quiet in that conversation. - **"IA calada — possível robô" (AI silenced — possible bot)** badge when the contact replied like an automatic response and the AI stopped so as not to talk in a loop. - **"IA calada — pediu para sair" (AI silent — asked to opt out)** badge when someone who asked not to receive messages wrote again. - **"SLA violado" (SLA breached)** badge when the wait went past the agreed deadline, or the text **"aguardando ‹tempo›" (waiting ‹tempo›)** for those in the queue. - The contact's first two tags and, if there are more, **+‹n›** (hover to see the others). - The list's scroll position is kept when you open a conversation and come back. ##### Collapsed list rail The collapsed list becomes a narrow column of avatars. Buttons and actions: - **"Abrir lista de conversas" (Open conversation list)**: Opens the list again (**[** key). - **"Buscar conversas" (Search conversations)**: Reopens the list with the cursor already in the search field. - **"‹avatar do contato›" (‹contact avatar›)**: Opens that contact's conversation. The ring has the color of the score band, and a dot marks who is waiting for a human; the name, band, and wait time appear on hover. Also appears: - At the top, a number counts how many conversations are waiting for service. ##### No conversation open: "Selecione uma conversa" (Select a conversation) The middle of the screen, before you open a conversation. Buttons and actions: - **"Abrir a próxima aguardando" (Open the next one waiting)**: Opens the conversation that has been waiting the longest for the team. The **Alt + ↓** shortcut does the same. Also appears: - The sentence says **"Ninguém aguardando atendimento agora." (Nobody waiting for service right now.)** or how many people are waiting and how long the oldest has been waiting. - A line reminds you of the shortcuts: **Alt + ↓** opens the next one and **?** shows them all. ##### "Atalhos do Inbox" (Inbox shortcuts) dialog Opened by the **?** key or by the keyboard button. Single-key shortcuts only work outside the reply field. Buttons and actions: - **"Recolher ou abrir a lista" (Collapse or open the list)**: **[** key. - **"Recolher ou abrir o dossiê" (Collapse or open the dossier)**: **]** key. - **"Maximizar ou restaurar o chat" (Maximize or restore the chat)**: **F** key. - **"Maximizar ou restaurar (também dentro do campo)" (Maximize or restore (also inside the field))**: **Ctrl + Shift + M**, which works anywhere. - **"Trocar de conversa (maximizado)" (Switch conversation (maximized))**: **Alt + K** opens the conversation switcher with search. - **"Conversa anterior" (Previous conversation)**: **Alt + ↑**. - **"Próxima conversa" (Next conversation)**: **Alt + ↓**; with no conversation open, it opens the next one waiting. - **"Fechar gaveta, seletor ou sair do modo ampliado" (Close drawer, picker, or exit expanded mode)**: **Esc**. - **"Enviar a resposta" (Send the reply)**: **Enter** in the reply field. - **"Quebrar a linha" (Line break)**: **Shift + Enter** in the reply field. - **"Fechar" (Close)**: Closes the list of shortcuts. ##### AI off notice Banner at the top of the list when the account's AI has been turned off. Also appears: - Title **"As conversas novas vão para a fila da equipe" (New conversations go to the team queue)**: nobody replies automatically and the conversations must be distributed among the agents. ##### Screen states - Loading: Five gray rows fill the list until the conversations arrive; when scrolling, a gray row at the end indicates the next batch is coming. - Nothing here yet: An account with no conversations shows **"Nenhuma conversa ainda." (No conversations yet.)** - If something goes wrong: The list shows **"Não foi possível carregar as conversas" (Could not load the conversations)**, explains that no message was lost, and offers **"Tentar de novo" (Try again)**. - Filter on and nothing found: The sentence **"Nenhuma conversa ‹recorte›" (No conversations ‹recorte›)** names all the active filters (search, tag, channel, status, and account) and the **"Ver todas as conversas" (View all conversations)** button clears them all at once. - Tags did not load: In place of the menu, **"Não consegui carregar as etiquetas" (Could not load the tags)** appears, with **"Tentar de novo" (Try again)**; the conversations stay in the list. - Screen up to 1023 px wide or mobile: Inbox becomes a single column: either the list or the conversation appears, never both side by side. #### "Conversa ao vivo" (Live conversation) The open Inbox conversation lets you read the entire history with the lead, view the dossier before writing, take over or pass on the service, reply with text, attachment, audio, or an approved template, hand back to the AI, and close. Address in the dashboard: `/app/inbox/‹…›` ![Screenshot of the "Conversa ao vivo" (Live conversation) screen. The open Inbox conversation lets you read the entire history with the lead, view the dossier before writing, take over or pass on the service, reply with text, attachment, audio, or an approved template, hand back to the AI, and close.](https://attendto.com.br/prints-do-manual/inbox--conversa-aberta.png) The "Conversa ao vivo" (Live conversation) screen in the demo account, with sample data and blurred values. How to get there: By clicking a row in the Inbox list, **"Abrir a próxima aguardando" (Open the next one waiting)**, **"Assumir conversa" (Take over conversation)** in Handoff, **"Abrir conversa" (Open conversation)** in Tickets, **"Abrir no Inbox" (Open in Inbox)** in "Supervisão" (Supervision), a meeting under **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** on the "Painel" (Dashboard), or the global search of the panel. The screen title says **Inbox** and the subtitle **"Conversa ao vivo" (Live conversation)**. ##### Header: who the lead is The first line identifies the lead; the second says where the conversation came from. Buttons and actions: - **"Voltar para a lista de conversas" (Back to the conversation list)**: Arrow that only appears on mobile and on narrow screens; goes back to the list keeping the filters. - **"Continuar no WhatsApp" (Continue on WhatsApp)** (Owner): In a website chat conversation where the visitor left a phone number, turns the contact into a WhatsApp contact and opens the conversation there, where the first message goes out as an approved template. If the number already had a contact, the conversation opens on that contact. Also appears: - Avatar, lead name, and the score band with the number. - **LGPD** pill when the lead gave consent, or **"Sem consentimento" (No consent)**. - Pill with the lead's language name (for example **English (US)**), with the hint **"Idioma do lead: Inglês (EUA). A IA responde neste idioma." (Lead language: English (US). The AI replies in this language.)**, only on an account with 2 or more accepted languages and only when the lead's language differs from the main one. On a phone, only the code appears. Messages stay in the language they were written in; the rest of the dashboard stays in Portuguese. - Badge for the negotiation led by the AI: **"Closer em ação" (Closer in action)**, **"Closer chamou o humano" (Closer called a human)**, or **"Closer fechou" (Closer closed the deal)**. - **"Fechou o chat há ‹tempo›" (Closed the chat ‹tempo› ago)** badge when the website chat visitor closed the window; it disappears on its own when they come back. - **"Segue a conta" (Follows the account)** badge when the Instagram lead follows the company's profile. - On the second line: company and phone, the channel, the account nickname when the channel has more than one, **"no celular" (on the phone)** when the number is also used in the phone app, and the source (**"veio da integração ‹nome›" (came from integration ‹nome›)** or **"veio de anúncio" (came from an ad)**, with the campaign). - **"digitando…" (typing…)** appears when the website chat visitor is typing. ##### Header: who is handling it and the actions On the right of the header are the assignment and the actions on the conversation. Buttons and actions: - **"‹atendente ou situação› · atribuir" (‹agent or status› · assign)**: Shows who is handling it (with initials) or, if nobody is, the status: **"IA respondendo" (AI replying)**, **"Aguardando humano" (Waiting for human)**, **"IA pausada — sem saldo" (AI paused — no balance)**, **"IA calada — resposta pelo celular" (AI silent — replied from the phone)**, or **"Encerrada" (Closed)**. Clicking opens the **"ATRIBUIR A" (ASSIGN TO)** menu with the team; choosing someone assigns the conversation right away and shows **"Conversa atribuída a ‹nome›" (Conversation assigned to ‹name›)**. - **"Devolver para a IA" (Return to the AI)**: Takes the conversation away from the person and hands it back to the AI, which resumes the follow-up. Does not appear with a closed conversation or when the account's AI has been turned off. - **"Encerrar" (Close conversation)**: Closes the conversation and shows **"Conversa encerrada. Se o lead escrever de novo, ela volta para a IA." (Conversation closed. If the lead writes again, it goes back to the AI.)** The button disappears once used. - **"Maximizar o chat" (Maximize the chat)**: The conversation takes up the whole window: the menu, the panel header, the list, and the dossier disappear (**F** key or **Ctrl + Shift + M**). The button now says **"Restaurar" (Restore)**, and **Esc** also goes back. - **"Mais ações" (More actions)**: The three dots open the conversation menu. On a computer it appears only for Owner and Admin, with **"Excluir conversa" (Delete conversation)**; on mobile it also includes the assignment, **"Devolver para a IA" (Return to the AI)**, and **"Encerrar" (Close conversation)**. - **"Excluir conversa" (Delete conversation)** (Owner, Admin): Item of the **"Mais ações" (More actions)** menu (with the note **"Apaga as mensagens e os arquivos" (Deletes the messages and files)**) that opens the deletion confirmation. - **"Trocar de conversa" (Switch conversation)**: Mobile only: opens the conversation switcher with search. - **"Abrir dossiê do lead" (Open lead dossier)**: Mobile only: slides the dossier up as a sheet from the bottom. ##### Maximized mode buttons With the chat maximized, the header gains shortcuts so you do not need to restore it. Buttons and actions: - **"Conversas" (Conversations)**: Opens the **"Trocar de conversa" (Switch conversation)** switcher with the **"Buscar conversa…" (Search conversation…)** field; the arrows navigate, **Enter** opens, and **Esc** closes (**Alt + K** shortcut). - **"Conversa anterior" (Previous conversation)**: Opens the conversation above in the list (**Alt + ↑**). - **"Próxima conversa" (Next conversation)**: Opens the conversation below in the list (**Alt + ↓**). - **"Dossiê" (Dossier)**: Opens the dossier in a drawer over the conversation (**]** key); **"Fechar dossiê" (Close dossier)** or **Esc** close it. - **"Restaurar" (Restore)**: Goes back to normal size, with the list and the dossier. Also appears: - In the switcher, the search looks by name and last message; with no results, **"Nenhuma conversa com esse nome." (No conversation with that name.)** appears. ##### Tag strip and dossier summary The strip just below the header summarizes what you need to read before writing. Buttons and actions: - **"+ Etiqueta" (+ Tag)**: Opens the **"Colocar uma etiqueta" (Add a tag)** dialog. Does not appear for a contact anonymized at the data subject's request. - **"‹etiqueta› x" (‹tag› x)**: The **x** on each tag opens the **"Remover esta etiqueta?" (Remove this tag?)** confirmation. - **"Dossiê completo" (Full dossier)**: Opens or collapses the dossier column (**]** key). Also appears: - No tags: **"Sem etiquetas." (No tags.)**; anonymized contact: **"Contato anonimizado (LGPD): sem etiquetas." (Anonymized contact (LGPD): no tags.)** - **"Pedido" (Order)**: the items the AI has already put together with the lead, or **"ainda sem itens" (no items yet)**. - **"Próximo passo" (Next step)**: what the AI agreed as the next step, or **"entender o que a pessoa precisa" (understand what the person needs)**. - **"Travou em" (Stuck at)**: the lead's most recent objection, or **"nada até agora" (nothing so far)**. ##### "Colocar uma etiqueta" (Add a tag) dialog Applies an existing tag or creates a new one. It is the same tag as in "Base de contatos" (Contact base) and in the audiences of "Campanhas" (Campaigns). Fields and filters: - **"Buscar ou criar etiqueta" (Search or create tag)**: Filters the tags the account already uses, ignoring uppercase and lowercase. Accepts up to 60 characters. **Enter** applies the only suggestion or creates the new tag. Buttons and actions: - **"‹etiqueta sugerida›" (‹suggested tag›)**: Applies the tag to the contact and shows **"Etiqueta "‹nome›" aplicada" (Tag "name" applied)**. - **"Criar '‹nome›'" (Create '‹name›')**: Creates the tag with the typed name and applies it. It stays disabled when the name already exists, even if written with different capitalization. - **"Cancelar" (Cancel)**: Closes without changing anything. Also appears: - Empty list messages: **"Este contato já tem a etiqueta "‹nome›"." (This contact already has the tag 'name'.)**, **"Nenhuma etiqueta criada ainda. Escreva o nome da primeira acima." (No tags created yet. Type the name of the first one above.)**, **"Este contato já tem todas as etiquetas existentes." (This contact already has all existing tags.)**, or **"Nenhuma etiqueta com "‹texto›"." (This contact already has the tag 'name'.)** - Contact at the tag limit: the dialog warns that one must be removed first, and the button becomes **"Fechar" (Close)**. - If the list of existing tags does not load, you can still create a new one, with a warning that it may duplicate one that already exists. ##### "Remover esta etiqueta?" (Remove this tag?) confirmation The tag leaves only this contact, in Inbox and in "Base de contatos" (Contact base); the other contacts that use it do not change. Buttons and actions: - **"Remover etiqueta" (Remove tag)**: Removes the tag and shows **"Etiqueta "‹nome›" removida" (Tag "name" removed)**. - **"Cancelar" (Cancel)**: Keeps the tag. ##### Messages The conversation history, which opens already at the end and follows new messages while you are near the end. Buttons and actions: - **"Ouvir áudio" (Play audio)**: Plays the audio in the panel player. The wave next to it shows the progress: click a point to jump, or use **Space** and the arrow keys (5 seconds in each direction). - **"‹velocidade›" (‹speed›)**: Changes the audio speed between 1×, 1.5×, and 2× without stopping playback. - **"‹vídeo› · toque para carregar" (‹video› · tap to load)**: The video is only downloaded when you click it. - **"‹documento›" (‹document›)**: Clicking the document downloads the file. Also appears: - Day separator (**"Hoje" (Today)**, **"Ontem" (Yesterday)**, or the date) and system notices in a centered pill. - Lead messages on one side and team or AI messages on the other, each with the real name of who wrote it, the time, and the delivery receipt: **"Enviada" (Sent)**, **"Entregue" (Delivered)**, **"Lida" (Read)**, **"Falhou" (Failed)**, or **"Envio não confirmado" (Send not confirmed)**. - A message that failed shows the reason in Portuguese right below the bubble. - **"Não entregue · fora da janela de 24h" (Not delivered · outside the 24h window)**: the message was recorded, but WhatsApp does not deliver plain text outside the window. - **"Aviso automático · não é a resposta" (Automatic notice · not the reply)**: the receipt notice sent while the AI was paused. - **"Enviada pelo celular" (Sent from the phone)**, **"Respondeu ao seu story" (Replied to your story)**, **"Menção em story" (Story mention)**, **"Resposta gravada · ‹título›" (Recorded reply · ‹título›)**, **"Enviada pela cadência · passo ‹n›" (Sent by the cadence · step ‹n›)**, and **"Primeiro contato automático" (Automatic first contact)** tell where the message came from. - On images the AI read: what it read, the mark **"Respondeu com o que leu na foto das ‹hora›" (Replied with what it read in the photo from ‹hora›)** and, while it is reading, **"A IA está lendo a imagem…" (The AI is reading the image…)** (when the account shows the reading to the team). - Three-dot bubble when the website chat visitor is typing. ##### Edited message, deleted message, and bubble menu What appears when the customer edits or deletes a message and the action menu of each bubble. Buttons and actions: - **"Ver mensagem" (View message)**: On the light line of an edit or deletion, takes you to the message bubble. - **"Responder citando" (Reply with quote)**: Opens the reply box with the message quoted. Works for WhatsApp, Instagram, and web chat. - **"Copiar texto" (Copy text)**: Copies the message text. - **"Enviar correção" (Send correction)**: Sends a new message quoting the wrong one, with **"Correção: " (Correction: )** prefilled. The wrong one stays on the customer's device. Outside the WhatsApp 24-hour window only an approved template goes out, with the Meta cost paid by whoever owns the company's WhatsApp Business. - **"Ocultar no Inbox" (Hide in Inbox)**: Hides the message from the team only; the customer still sees it. The Owner and Admins can hide any message; the agent only the ones they sent. - **"Ver original" (View original)** (Owner, Admin): Shows the version history or the deleted content, and each lookup is recorded in the conversation's "Auditoria" (Audit). - **"Voltar a mostrar no Inbox" (Show in Inbox again)** (Owner, Admin): On the open hidden message, returns the message to the whole team's view. - **"Desfazer" (Undo)**: On the notice right after hiding, shows the message again. Also appears: - **Editada** badge on the bubble, with the new text; the light line says who edited the message, at what time, and whether it had already been answered. - **"O cliente apagou esta mensagem" (The customer deleted this message)** in place of the bubble, with the light line “‹nome› deleted the message from ‹hora›”. - In the conversation list: **"Editou:" (Edited:)** followed by the new text, or **"Apagou uma mensagem" (Deleted a message)**. - **"Mensagem ocultada por ‹nome›" (Message hidden by ‹nome›)** for the Owner, the Admins, and whoever hid it; for the rest of the team, **"Uma mensagem da equipe foi ocultada" (A team message was hidden)**. - The menu opens with the mouse over the bubble, with **Tab** to the bubble, or with a long press on mobile. - The AI does not respond to edits. WhatsApp allows editing for 15 minutes and deleting for 2 days. - There is no "Editar" (Edit) or "Apagar" (Delete) for everyone: WhatsApp and Instagram do not allow it. In web chat, truly editing and deleting are planned for later. ##### Notices above the reply box Strips that explain why the AI stopped or why the reply does not go out, always with the way to fix it. Buttons and actions: - **"Recarregar agora" (Reload now)**: Appears in the notice **"A IA parou de responder por falta de saldo" (The AI stopped replying due to insufficient balance)** and opens "Saldo & Recargas" (Balance & top-ups). Replying as an agent does not use balance. - **"Devolver para a IA" (Return to the AI)**: In the notice **"Você respondeu pelo celular." (You replied from the phone.)**, hands the conversation back to the AI before the time at which it would have stayed silent runs out. In the notice **"Parece um robô do outro lado." (It looks like a bot on the other end.)**, hands it back when the person writing is a human. - **"Reabrir conversa" (Reopen conversation)**: In the notice for a closed 24-hour window, opens the dialog to choose an approved template and reopen the conversation. Also appears: - **"A IA parou de responder por falta de saldo" (The AI stopped replying due to insufficient balance)**: says whether the lead received only the automatic receipt notice or whether their message is unanswered. - **"Você respondeu pelo celular." (You replied from the phone.)**: the AI does not reply in this conversation until the date shown or until someone hands it back. - **"Parece um robô do outro lado." (It looks like a bot on the other end.)**: the AI stopped because the contact sent the same message after each of its replies, or because it had already replied too many times in a few minutes. Nothing was sent to the contact, the conversation entered the handoff queue, and the contact left the campaigns. The AI only comes back through the **"Devolver para a IA" (Return to the AI)** button, which also returns the contact to the campaigns; closing the conversation undoes the stop if someone writes again. - **"Este contato pediu para não receber mensagens." (This contact asked not to receive messages.)**: the AI does not reply to someone who asked to opt out, not even when they write again. The message stays in the conversation, which enters the handoff queue with an internal note; there is no hand-back button (the server also refuses). - **"A IA desta conta foi desligada: a conversa segue com a equipe." (This account's AI has been turned off: the conversation stays with the team.)**: appears in place of the hand-back button. - Instagram conversation that started from a comment: **"Mensagem do gatilho enviada" (Trigger message sent)** — Instagram allows only one message from a comment, and the conversation opens when the person replies. - Instagram outside the window: there is no resume template; you can reply as soon as the person writes again. - **"A janela de 24h do WhatsApp fechou — mensagens livres não são entregues." (The WhatsApp 24h window closed — non-template messages are not delivered.)** with the **"Reabrir conversa" (Reopen conversation)** button. - Reopening template already sent: a discreet line says how long ago it went out and that the conversation is waiting for the lead's reply; meanwhile it cannot be resent. - **"Conversa encerrada." (Conversation closed.)** with a reminder that it goes back to the AI if the lead writes. ##### Reply box A line that grows as you write. The line above says on whose behalf the reply goes out. Fields and filters: - **"Escreva sua resposta…" (Write your reply…)**: The reply text. **Enter** sends, **Shift + Enter** breaks the line, and **/** with the empty field opens the approved templates. With an attachment chosen, the field becomes **"Legenda do anexo (opcional)…" (Attachment caption (optional)…)**. In a closed conversation it is locked. Buttons and actions: - **"Anexar arquivo" (Attach file)**: Chooses an image, PDF, Word, Excel, or CSV file of up to 16 MB. The file appears in a row with its name and size before sending. - **"Remover anexo" (Remove attachment)**: Removes the chosen file before sending. - **"Inserir emoji" (Insert emoji)**: Opens the emoji picker and inserts the chosen one where the cursor is. - **"Enviar modelo aprovado" (Send approved template)**: Opens the template dialog with the 24-hour window open (**/** shortcut). Only in WhatsApp conversations; the template has a per-delivery cost even with the window open. - **"Gravar mensagem de voz" (Record voice message)**: Only in WhatsApp conversations: starts recording. The first time, the browser asks for microphone permission. - **"Parar a gravação" (Stop recording)**: Ends the recording and shows the preview so you can listen before sending (the **"Parar" (Stop)** button on the strip does the same). - **"Descartar a gravação" (Discard recording)**: Deletes the recorded preview; during recording the same button is called **"Cancelar a gravação" (Cancel the recording)**. - **"Responder" (Reply)**: Sends the text as an agent (**Enter** key). With an attachment it becomes **"Enviar anexo" (Send attachment)**; with recorded audio, **"Enviar áudio" (Send audio)**. With nobody handling it, the conversation passes to you first. Also appears: - Top line: **"Você responde como ‹nome›" (You reply as ‹nome›)**, **"Ao responder, a conversa passa para você" (When you reply, the conversation passes to you)**, or **"Escolha quem atende no topo para responder" (Choose who handles it at the top to reply)**. - With less than two hours left before the window closes: **"A janela fecha em ‹tempo›" (The window closes in ‹tempo›)** and what happens afterward. - During recording: red dot, timer, and **"Gravando…" (Recording…)**. Without permission: **"Permissão de microfone negada." (Microphone permission denied.)** with the way to allow it. - A browser that only records in a format WhatsApp does not accept: the microphone is dimmed and the hint says to record on the phone and send it as an attachment. - When you hover over the locked send button, the hint gives the reason (window closed, conversation closed, nobody handling it). - Footer: **"Enter envia · Shift+Enter quebra a linha · / abre os modelos" (Enter sends · Shift+Enter breaks the line · / opens the templates)** - Switching conversations discards the pending text, attachment, and recording, so nothing goes out in the wrong conversation. ##### Approved template dialog With the window closed the title is **"Reabrir a conversa com ‹nome›" (Reopen the conversation with ‹nome›)**; with it open, **"Enviar um modelo para ‹nome›" (Send a template to ‹nome›)**. Fields and filters: - **"Buscar por nome ou texto do modelo" (Search by template name or text)**: Appears when the account has six or more templates. - **"Título" (Title)**: Value of the header variable, when the template has one. - **{{‹n›}}**: One field per body variable. The **{{1}}** already comes with the lead's first name; the others start empty and stay marked until they are filled in. Buttons and actions: - **"‹modelo›" (‹template›)**: Each row shows the name, the category, the language (when the account has more than one), and the beginning of the text; clicking chooses the template. - **"Trocar" (Change)**: Goes back to the list and chooses another template. - **"Enviar modelo" (Send template)**: Sends the template with the filled-in values. It is locked with no template chosen, with an empty variable, or with a template that has a link button with a variable; the hint gives the reason. - **"Cancelar" (Cancel)**: Closes without sending. - **"Ir para Conexões" (Go to Connections)**: Appears when WhatsApp is not connected. - **"Criar um modelo" (Create a template)**: Appears when there is no approved template yet and opens "Modelos de mensagem" (Message templates). Also appears: - With the window open, a notice says who charges for the template on this account (Meta, on the customer's own account, or the account balance) before you click. - **"O que muda a cada lead" (What changes for each lead)** lists the variables; **"O que o lead recebe" (What the lead receives)** shows the preview of the assembled message. - Template without variables: the lead receives exactly the approved text. - After sending: **"Modelo enviado — a janela reabre quando o lead responder." (Template sent — the window reopens when the lead replies.)** (closed window) or **"Modelo enviado." (Template sent.)** ##### Lead dossier (right column) Starts collapsed on a thin rail and opens as a column, a drawer (maximized), or a sheet (mobile). Buttons and actions: - **"Abrir dossiê do lead" (Open lead dossier)**: On the rail, opens the full column (**]** key). - **"Recolher dossiê do lead" (Collapse lead dossier)**: Collapses the column back to the rail (**]** key). - **"Fechar dossiê" (Close dossier)**: Closes the drawer or the sheet (**Esc** key). - **"Pedido em montagem" (Order in progress)**: Rail icon that opens the dossier already on the order; it only exists when there are items. - **"O que a IA já combinou" (What the AI has already agreed)**: Opens the dossier on the conversation summary. - **"Onde ele travou" (Where they got stuck)**: Opens the dossier on the objections; the hint shows the most recent one. - **"Como a nota andou" (How the score changed)**: Opens the dossier on the score history. - **"Auditoria" (Audit)**: Opens the dossier on the conversation's event trail. Also appears: - On the rail, a small ring shows the lead's score in the color of the band. ##### "QUALIFICAÇÃO AO VIVO" (LIVE QUALIFICATION) The first card of the dossier: the lead's score and how many signals the AI has already discovered. Buttons and actions: - **"Gerar handoff para humano →" (Generate handoff to a human →)**: Only with the AI replying: moves the conversation to the Handoff queue. The AI writes the dossier summary at that moment (the button shows **"Resumindo a conversa…" (Summarizing the conversation…)**) and the notice **"Transbordo solicitado — na fila do Handoff" (Handoff requested — in the Handoff queue)** confirms it. - **"Concordo" (Agree)**: In the question **"A qualificação da IA está correta?" (Is the AI's qualification correct?)**, records that the AI's score was right. It appears with the conversation in human service and only once per conversation; the vote feeds the **Handoff accuracy** figure on the Handoff screen. - **"Discordo" (Disagree)**: Records that the AI's qualification was wrong. Also appears: - Ring with the score and the band, and the sentence **"‹n› de ‹m› sinais" (‹n› of ‹m› signals)** — what the AI has already discovered, not a sales forecast. ##### "PEDIDO EM MONTAGEM" (ORDER IN PROGRESS) and "IMAGENS DESTA CONVERSA" (IMAGES IN THIS CONVERSATION) They appear only when the conversation has an order in progress or images read by the AI. Also appears: - Each order item says where it came from (the photo, with the time, or the conversation) and the quantity. - **"Recebe" (Receives)**: how the customer wants to receive it. **"Receita" (Revenue)**: who on the team checks it, when there is a prescription or medication in the photo. - **"Pergunta para ‹quem›" (Question for ‹quem›)**: the question that only the team answers and that the AI noted down. - **"Lidas pela IA" (Read by the AI)**: how many images the AI read and the amount charged to the balance for them. **"Limite da conversa" (Conversation limit)**: how many were read today against the limit, or **"sem limite" (no limit)**. ##### "DOSSIÊ DO LEAD" (LEAD DOSSIER) The same report as the Handoff screen: why it came to a human, what the AI agreed, where the lead got stuck, how the score changed, the pace of the conversation, what the AI saved, and the team's notes. Fields and filters: - **"O que o próximo atendente precisa saber?" (What does the next agent need to know?)**: Field for the team's note, attached to the lead and not only to this conversation. **Ctrl + Enter** saves; near the character limit, the counter shows how many are left. Buttons and actions: - **"Anotar" (Add note)**: Saves the note with your name and the date. - **"Remover a anotação de ‹autor›" (Remove ‹author›'s note)**: The trash can on each note opens **"Remover esta anotação?" (Remove this note?)**, which shows the text and asks for **"Remover anotação" (Remove note)**. It cannot be undone. Also appears: - The detail of each block is on the "Handoff" page of this manual, which uses the same dossier. ##### "INTENÇÃO PREVISTA" (PREDICTED INTENT) What the AI predicts the lead wants, when there is a prediction. Also appears: - The intent, the confidence with the detection date, and, when available, **"Oferta sugerida" (Suggested offer)** with the catalog offer. - With no prediction: **"Nenhuma predição de intenção para este lead ainda." (No intent prediction for this lead yet.)** ##### "Auditoria" (Audit) The events recorded in this conversation: assignments, handoffs, hand-backs, closings, and ratings. Also appears: - Each event shows what happened, who did it, details when available, and the date and time. - No events: **"Sem eventos." (No events.)** If the trail does not load: **"Não foi possível carregar a auditoria" (Could not load the audit log)**, with **"Tentar de novo" (Try again)**. ##### "Excluir a conversa" (Delete the conversation) confirmation Opened by **"Excluir conversa" (Delete conversation)** in the **"Mais ações" (More actions)** menu. Used to clear out test conversations and cannot be undone. Focus starts on **Cancelar** ("Cancelar" (Cancel)). Fields and filters: - **"Excluir também o contato" (Also delete the contact)**: Optional box that removes the contact from "Base de contatos" (Contact base) and from the "Funil" (Pipeline), along with its tags, notes, and its other conversations. - **"Para excluir também o contato, digite" (To also delete the contact, type)**: Appears with the box checked: you must type **EXCLUIR** to unlock the button. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without deleting anything. - **"Excluir conversa" (Delete conversation)** (Owner, Admin): Deletes the conversation; with the box checked, the button becomes **"Excluir conversa e contato" (Delete conversation and contact)**. The conversation disappears from the list for the whole team and the screen goes back to the list. Also appears: - **"Será apagado" (Will be deleted)**: the messages, the photos, audio, and files and, when they exist, scheduled meetings, orders, and the contact's presence in campaign lists. - **"Continua" (Remains)**: the contact in "Base de contatos" (Contact base) and in the "Funil" (Pipeline) (if the box is not checked), what has already been charged in the "Carteira" (Wallet) and, in the audit log, who deleted it and when, without the message content. - The footer says what happens if the person writes again: a brand-new conversation, or a new contact with no history. - If the deletion fails: **"Não foi possível excluir." (Could not delete.)** with the reason; nothing is deleted. ##### Screen states - Loading: The conversation silhouette appears in gray (header, bubbles, and reply box) and, with the dossier open, its blocks too, so nothing jumps when the data arrives. - If something goes wrong: The conversation is replaced by the notice **"Não foi possível carregar esta conversa" (Could not load this conversation)**, which makes clear that no message was deleted, with **"Tentar de novo" (Try again)**. The reply box does not appear, so no one replies without seeing the history. - Another team member deleted the open conversation: The notice **"Esta conversa foi excluída por outra pessoa da equipe." (This conversation was deleted by another team member.)** appears and the screen returns to the list. - Closed conversation: **"Devolver para a IA" (Return to the AI)** and **"Encerrar" (Close conversation)** disappear, the notice **"Conversa encerrada." (Conversation closed.)** stays above the field, and the field is locked; an approved template can still be sent. - 24-hour window closed on WhatsApp: Sending text, attachments and audio is locked, and the notice offers **"Reabrir conversa" (Reopen conversation)** with an approved template. - AI paused due to insufficient balance: The button showing who is handling the conversation is highlighted with **"IA pausada — sem saldo" (AI paused — no balance)**, and the notice with **"Recarregar agora" (Reload now)** appears above the field. - Mobile phone or screen up to 1023 px: The conversation fills the whole screen, with the back arrow, the button to switch conversations, the dossier button as a sheet, and the **"Mais ações" (More actions)** menu grouping assign, return and close. ### Step by step #### How to take over an AI conversation in the Inbox 1. Open the **Inbox** and click the conversation (or **"Abrir a próxima aguardando" (Open the next one waiting)**). 2. Read the strip with **"Pedido" (Order)**, **"Próximo passo" (Next step)** and **"Travou em" (Stuck at)**; for the rest, click **"Dossiê completo" (Full dossier)**. 3. Type in the **"Escreva sua resposta…" (Write your reply…)** field and click **"Responder" (Reply)**: if no one is handling it, the conversation is assigned to you and the AI stops replying. 4. The lead sees your name on the message, never the AI's name. #### How to transfer the conversation to another agent 1. Open the conversation in the **Inbox**. 2. At the top right, click the button showing who is handling the conversation (or the status, such as **"IA respondendo" (AI replying)**). 3. Under **"ATRIBUIR A" (ASSIGN TO)**, choose the person: the conversation moves to them right away and **"Conversa atribuída a ‹nome›" (Conversation assigned to ‹name›)** appears. #### How to return the conversation to the AI 1. With the conversation open, click **"Devolver para a IA" (Return to the AI)** in the header (on mobile, under **"Mais ações" (More actions)**). 2. The AI resumes the follow-up and **"Conversa devolvida para a IA." (Conversation returned to the AI.)** appears. 3. If the matter is closed for good, use **"Encerrar" (Close conversation)** instead. #### How to reply to a lead after the WhatsApp 24-hour window has closed 1. In the conversation, look for the notice **"A janela de 24h do WhatsApp fechou" (The WhatsApp 24-hour window has closed)** above the reply box. 2. Click **"Reabrir conversa" (Reopen conversation)** and choose an approved template from the list. 3. Check the variables under **"O que muda a cada lead" (What changes for each lead)** and the preview under **"O que o lead recebe" (What the lead receives)**. 4. Click **"Enviar modelo" (Send template)**. When the lead replies, the window opens again and free text works again. #### How to send a voice message to the customer from the Inbox 1. Open a WhatsApp conversation with the 24-hour window open. 2. Click **"Gravar mensagem de voz" (Record voice message)** and allow the microphone if the browser asks. 3. Speak and click **"Parar a gravação" (Stop recording)**; listen to the preview. 4. Click **"Enviar áudio" (Send audio)**, or **"Descartar a gravação" (Discard recording)** to record again. #### How to tag a contact and filter the Inbox by tag 1. In the conversation, click **"+ Etiqueta" (+ Tag)**, search under **"Buscar ou criar etiqueta" (Search or create tag)** and click an existing one or **"Criar '‹nome›'" (Create '‹name›')**. 2. In the list, open the **"Etiquetas" (Tags)** menu and choose the tag: only conversations with it appear. 3. To go back, click the **x** on the tag pill or **"Todas as etiquetas" (All tags)**. #### How to delete a test conversation 1. Open the conversation and click **"Mais ações" (More actions)** (the three dots in the header). 2. Click **"Excluir conversa" (Delete conversation)** and check what will be deleted and what stays. 3. To also delete the contact, check **"Excluir também o contato" (Also delete the contact)** and type **EXCLUIR**. 4. Click **"Excluir conversa" (Delete conversation)** (or **"Excluir conversa e contato" (Delete conversation and contact)**). Only the Owner and Admins have this option. #### How to correct a message sent by mistake 1. Hover over the message (or tap and hold, on mobile) and choose **"Enviar correção" (Send correction)**. 2. Edit the text after **"Correção:" (Correction:)** and send: a new message goes out quoting the wrong one. 3. Outside the WhatsApp 24-hour window, the correction can only be sent as an approved template. #### How to hide a message in the Inbox 1. Open the message menu and click **"Ocultar no Inbox" (Hide in Inbox)**. 2. Confirm. The message disappears only for the team; the customer still sees it. 3. To undo, click **"Desfazer" (Undo)** in the notice, or open the hidden message and click **"Voltar a mostrar no Inbox" (Show in Inbox again)**. #### How to maximize the conversation and switch conversations with the keyboard 1. With the conversation open, press **F** (outside the reply field) or click **"Maximizar o chat" (Maximize the chat)**. 2. Use **Alt + ↑** and **Alt + ↓** for the previous and next conversation, or **Alt + K** to search for a conversation. 3. Press **]** to see the dossier in a drawer and **Esc** to restore. ### Frequently asked questions #### Why do EN, ES or FR appear next to a lead's name? It is the lead's language, and it only appears when the account accepts 2 or more languages and the lead speaks one different from the main one. The AI replies in that language. The accepted languages are set in "Configurações" (Settings) › "IA & persona" (AI & persona) › "Idiomas do atendimento" (Service languages). #### Does opening a conversation in the Inbox take it away from the AI? No. Reading changes nothing. The conversation only leaves the AI when someone replies for it, is assigned through the button showing who is handling it, or clicks **"Gerar handoff para humano →" (Generate handoff to a human →)**. #### Why is the "Responder" (Reply) button grayed out? Hover over it to see the reason. The common cases are a closed 24-hour window, a closed conversation, or no team member linked to your user to reply; in that last case, choose who handles it at the top of the conversation. #### What file types can I attach to a conversation? Images (JPG, PNG, WebP), PDF, Word, Excel and CSV, up to 16 MB. An optional caption can go with the file. #### Can I send an attachment and an audio in the same message? No. When you start a recording, the chosen attachment is removed, and when you choose an attachment, the recording is discarded: one at a time. #### What happens to the text I was typing if I switch conversations? It is discarded, along with the pending attachment and recording. This is intentional: a draft from one conversation must never go out in another. #### Why do some conversations show the account name below the lead's name? When the same channel has two or more active accounts, the header shows which one the conversation came through. The reply always goes out through the same account. #### What does "IA calada — resposta pelo celular" (AI silent — replied from the phone) mean? Someone replied to the lead directly from the phone app, on the same number. The AI stays quiet in that conversation until the time shown or until someone clicks **"Devolver para a IA" (Return to the AI)**. #### What does "IA calada — possível robô" (AI silenced — possible bot) mean? The other side seemed to be an automatic reply: the same message arriving three times, one right after each AI reply, or the AI replying dozens of times within a few minutes. The AI stopped to avoid looping (each reply costs credits), sent nothing to the contact and moved the conversation to the handoff queue. The contact was also removed from campaigns. If it is a person, reply yourself or click **"Devolver para a IA" (Return to the AI)**. #### What is the "Concordo" (Agree) or "Discordo" (Disagree) vote in the dossier for? It tells whether the score the AI gave the lead was right. The sum of the votes becomes the **"Handoff accuracy"** number, on the Handoff screen. #### Can I delete or edit a message I sent by mistake? No: WhatsApp and Instagram do not let a business edit or delete what it has already sent. Use **"Enviar correção" (Send correction)**, which sends a new message quoting the wrong one. The wrong one stays on the customer's device. #### The customer edited the message. Does the AI reply again? No. The AI does not reply to edits. The bubble shows the new text with the **"Editada" (Edited)** badge; if the change calls for a reply, the agent replies. #### Who can see what the customer deleted? Only the account Owner and Admins, under **"Ver original" (View original)**, and every lookup is recorded in "Auditoria" (Audit). Agents see that the customer deleted something, without the content. In the lead's journey, deleted or hidden text appears to no one, not even the Owner: it only counts the fact. #### Does the Audit log show right away when someone hides a message or views the original? Yes. Hiding, undoing, viewing the original, sending a correction, and the customer's edit or deletion appear in the Audit log without reloading the page. #### Does "Ocultar no Inbox" (Hide in Inbox) delete the message for the customer? No. The message disappears only for the team; the customer still sees it. The original is kept in the conversation trail. #### Does the Inbox remember how I left the list and the dossier? Yes. Density, collapsed list and collapsed dossier are saved for your user in this browser. Maximized mode is not saved: it exits when you close the conversation. ### Guide: Inbox All conversations in one place, live. This is where you read what your AI replied and step in whenever you want. Inbox is the screen where you spend the most time. Every WhatsApp, web chat, and other channel conversation lands here, in the same list, in real time. You don't need to keep refreshing: new messages appear on their own. #### The screen, part by part On screen: Inbox screen with the menu collapsed to icons, the conversation list on the left, the open conversation in the middle with the tag and summary strip, and the lead dossier collapsed into a rail on the right. Inbox with a conversation in progress. 1. **The menu collapses on its own**: In Inbox, the panel menu becomes a column of icons so the conversation gets more width. Hover over an icon to see its name, or click the button at the bottom of the menu to open it fully while you are here — on the other screens it stays the way you left it. 2. **The filters**: The **search** finds the conversation by contact — name, phone, company, or email. **"Etiquetas" (Tags)** filters by the contact's tag; **"Com a IA" (With the AI) / "Na fila" (In queue) / "Com atendente" (With an agent) / "Encerradas" (Closed)** filters by who has the conversation; the next rows filter by channel and by the **"Conta" (Account)** it came in through (the rows scroll sideways). Everything can be on at the same time, and the filter becomes a link. At the top, the two **density** buttons ("Confortável" (Comfortable) or "Compacta" (Compact)), the **keyboard shortcuts** button, and the one that **collapses the list**. 3. **The conversation list**: Most recent on top. Each row shows the name, the beginning of the last message, and how long ago it arrived. Below come the lead's temperature (**"Quente" (Hot)**, **"Morno" (Warm)**, **"Frio" (Cold)**) and their tags. In the **"Compacta" (Compact)** density the row shows only the name and message, with a dot in the temperature color — almost twice as many conversations fit. 4. **Who they are, who is serving, and the actions**: Name, score, consent (**LGPD**) and, on the line below, phone, channel, the account the conversation came in through, and where the lead came from. On the right: **"Quem atende" (Who serves)** — clicking opens the team, and choosing someone assigns the conversation right away; with no one assigned, the status appears there (**"IA respondendo" (AI replying)**, **"Aguardando humano" (Waiting for human)**…). Then come **"Devolver para a IA" (Return to the AI)**, **"Encerrar" (Close conversation)**, the **"Maximizar" (Maximize)** button, and the three dots of **"Mais ações" (More actions)** (Owner and Admins), with Delete conversation. 5. **Tags and the dossier summary**: The strip starts with the lead's tags, with the **x** to remove one and **"+ Etiqueta" (+ Tag)** to add another — the same tag as in [Contact base](https://attendto.com.br/en/manual/base-de-contatos). Next come the **"Pedido" (Order)** the AI is building, the **"Próximo passo" (Next step)** it agreed on, and where the lead got **"Travou" (Stuck)**, so you can read it before writing. **"Dossiê completo" (Full dossier)** opens the whole column. 6. **The conversation**: The lead's messages on one side, the replies on the other, with the time of each one. The AI's reply is signed with its name, so you always know who said what. On wide screens the messages sit in a reading column in the middle, so the line doesn't stretch from edge to edge. 7. **The reply box**: A line that grows as you write. **Enter** sends and **Shift + Enter** breaks the line. On the left are the paperclip (attachment), the emoji, and the approved template — **/** in the empty field also opens the templates; on the right, the microphone and **"Responder" (Reply)**. The top line warns when the 24-hour window is about to close and says on whose behalf the reply goes out: with no one serving, **when you reply the conversation passes to you**. See Join the conversation. 8. **The lead dossier, collapsed**: The dossier starts as a thin rail: the ring with the lead's score and one icon per section — order, what the AI has already agreed, where they got stuck, how the score changed, and audit. Clicking an icon opens the dossier at that section; the button at the top (or the **]** key) opens and collapses the whole column. See More room for the conversation and [Handoff to a human](https://attendto.com.br/en/manual/handoff). #### More room for the conversation Inbox was built for people who spend the day replying: everything that isn't the conversation can collapse. Your choice of how to leave the list and the dossier is saved for you in this browser — next time Inbox opens the way you like it. - **"Recolher" (Collapse) the list** (button at the top of the list or the **[** key): it becomes a rail with each conversation's avatar — the ring has the temperature color and a dot marks who is waiting. The number at the top is the waiting queue, and the magnifier reopens the list with the search field focused. - **"Recolher" (Collapse) the dossier** (**]** key): it becomes the rail with the score ring and the sections. Clicking a section opens the dossier scrolled to it. - **"Maximizar" (Maximize)** (the four-corner button at the top of the conversation, the **F** key, or **Ctrl + Shift + M**): the conversation takes up the whole window — the menu, the panel header, the list, and the dossier disappear. The button becomes **"Restaurar" (Restore)**, and **Esc** also goes back. While maximized, **"Conversas" (Conversations)** (or **Alt + K**) opens a selector with search to switch conversations, the arrows beside it (or **Alt + ↑ / ↓**) move to the previous and next, and **"Dossiê" (Dossier)** opens the dossier in a drawer on top. - **Compact list**: the two density buttons at the top of the list switch between "Confortável" (Comfortable) and "Compacta" (Compact). - **On mobile and on screens up to 1023 px** the conversation takes the whole screen: the arrow goes back to the list, the arrows button switches conversations, the panel button raises the dossier in a bottom sheet, and **"Mais ações" (More actions)** gathers who is serving, "Devolver" (Return), and "Encerrar" (Close conversation). > **No conversation open:** The middle of the screen says how many people are waiting and how long the oldest has been waiting. **"Abrir a próxima aguardando" (Open the next one waiting)** takes you straight to it. #### When the visitor closes the site chat A conversation that starts in the **chat on your site** lives as long as the tab stays open. If the person closes it, the top of the conversation starts showing **"Fechou o chat há X" (Closed the chat X ago)** — and whatever you write from then on is recorded, but they don't see it. The notice waits a few seconds before appearing, on purpose: navigating between pages on your site disconnects and reconnects the chat, and without this grace period the notice would flicker for no reason. When the person comes back, it disappears on its own. > **See the notice? Switch channels:** If the lead left a phone number or email, continue there — the **"Continuar no WhatsApp" (Continue on WhatsApp)** button is at the top of the conversation. Replying in the closed chat is writing to a window that no longer exists. #### The four states of a conversation Every conversation is always in one of these four states. They appear in the list and at the top of the conversation, on the button showing who is serving: - **"IA respondendo" (AI replying)**: The normal one. Your AI is running the conversation on its own and you just follow along. - **"Aguardando humano" (Waiting for human)**: Someone on the team needs to step in. Either the lead asked, or the AI reached the limit of what it knows. This is the number that appears next to **Inbox** in the menu, and the whole queue is in [Handoff to a human](https://attendto.com.br/en/manual/handoff). - **"Com atendente" (With an agent)**: A person took over. The AI stays quiet and doesn't reply over you. - **"Encerrada" (Closed)**: The matter is done. "Devolver" (Return) and "Encerrar" (Close conversation) leave the top of the conversation, the **"Conversa encerrada" (Conversation closed)** notice appears above the reply field, and the field locks; if the lead writes again, the conversation reopens on its own and goes back to the AI. #### Join the conversation 1. **Open the conversation and read the dossier**: Click the row in the list. The strip just below the name already summarizes the order, the next step, and where the lead got stuck. For the whole **lead dossier** — what the AI has already agreed, the objections they raised, and how the score changed —, click **"Dossiê completo" (Full dossier)**, press **]**, or click an icon on the right-hand rail, which opens the dossier at that section. That's thirty seconds that save you from asking something they already answered. 2. **Take over**: Write and reply: with no one serving, the conversation passes to you right away. To hand it to someone else, click who is serving, at the top of the conversation, and choose the name. The AI stops immediately — there is no risk of the two of you talking at once. 3. **Write the way you normally would**: The lead sees **your name**, not the AI's. To them, the conversation simply continued with a person. 4. **Hand it back when you're done**: Done with what only you could solve? **"Devolver para a IA" (Return to the AI)**, at the top of the conversation, and it resumes the follow-up. If the matter is dead for good, **"Encerrar" (Close conversation)**: the screen asks for confirmation, both buttons leave the top, and the **"Conversa encerrada" (Conversation closed)** notice appears above the reply field. If the lead writes again, the conversation goes back to the AI. > **You don't need to take over to read:** Opening the conversation takes nothing away from the AI. You can read all of the day's conversations without interfering in any of them. Whoever is the **"Dono" (Owner)** or **Admin** of the account also follows these conversations through [Supervision](https://attendto.com.br/en/manual/supervisao) — in read-only mode, without replying for you. Every supervision read is recorded in the audit trail: you can see who read and when. #### When you have more than one number With two or more WhatsApp numbers connected, Inbox gets the **"Conta" (Account)** row right below the channels. It lists the numbers of that channel — only for a channel that has more than one, because with a single account the marker wouldn't separate anything. Clicking one filters the list to what came in through it, and **"Todas" (All)** brings everything back. - The filter stays in the page address: you can leave the branch's tab open and send the link to whoever handles it. - The account's nickname appears at the top of each open conversation — it's what tells apart two conversations from the **same lead** that came in through different numbers. - Replying keeps the conversation on that account: whoever wrote to the branch gets the reply from the branch, always. - The row lists the accounts of the channel that has more than one. A disconnected account leaves it — its history stays in the conversation list, and the status of each account is in [Connections](https://attendto.com.br/en/manual/conexoes). > **Missing half the conversations?:** Before looking for a bug, check the filter rows: tag, channel, and account count **together**. The way back is to click **"Todas" (All)** in the "Conta" (Account) row and **"Todos" (All)** in the channel row. #### Tags: separating what's yours from what's the team's A tag is a free-form name you attach to a contact — "quote sent", "retail", "back in January" — and then use to find everyone in the same situation. It is **one single thing** across the whole product: the one you create here appears in [Contact base](https://attendto.com.br/en/manual/base-de-contatos) and can be used to build an audience in [Campaigns](https://attendto.com.br/en/manual/campanhas). There are not two tag lists to maintain. On screen: Inbox with the residential tag filter on, the tags on the list rows, and the tags at the start of the summary strip, at the top of the open conversation. Inbox filtered by the "residential" tag. 1. **The tag filter**: Click **"Etiquetas" (Tags)** and choose one. The number next to each one is **how many conversations** it brings — you click, and that's what shows up in the list, even when you already have a channel selected: the two filters count together. Once chosen, it becomes this pill; the **x** clears the filter. 2. **The tags on the row**: Each conversation shows the contact's first two tags. When there are more, **+2** (or +3…) appears — hover to see which ones. 3. **Adding and removing, without leaving the conversation**: **"+ Etiqueta" (+ Tag)** opens the list of existing ones — click one to apply it, or type a new name and create it on the spot. The **x** on each one removes the tag from this contact, always asking first. 1. **Open the conversation and click "+ Etiqueta" (+ Tag)**: The tags open the strip right below the lead's name, at the top of the conversation — before the order summary. 2. **Search before you create**: The list shows the tags your account already uses (the filter menu shows the 50 most used). Choosing one that exists is always better than creating a similar one: two nearly identical tags become two half-empty lists. 3. **If it doesn't exist, type the name and create it**: The **"Criar" (Create)** button appears with the name you typed (up to 60 characters — a tag is a label, not a sentence). It stays dimmed when the name already exists — even typed with different capitalization: to the product, "VIP" and "vip" are the same tag, and it gives you back the one that's already there. 4. **To remove, click the tag's x**: A confirmation appears first — here and also on the contact's record, in [Contact base](https://attendto.com.br/en/manual/base-de-contatos): it's the same tag and the same care in both places. The tag leaves only this contact; the others that use it stay untouched. > **A tag is not a temperature:** **"Quente" (Hot)**, **"Morno" (Warm)**, and **"Frio" (Cold)** are the score the AI calculates on its own, and you don't edit it. A tag is the opposite: it's what YOU write, and the AI doesn't touch it. The two live on the same row because they answer different questions. > **The filter fits in a link:** The page address keeps the filter — the tag and the channel. Copy the address bar and send it to a colleague: they open Inbox already filtered. The filter is also not lost when you open a conversation or go back from it on mobile. > **A contact deleted at the data subject's request doesn't receive tags:** When someone requests deletion of their data (LGPD), the conversation stays in the history but the contact appears as **"[removido]" ([removed])** and without tags — including the ones they had. A tag is text you write and may contain personal data, so this contact stops accepting new tags. The **"+ Etiqueta" (+ Tag)** doesn't even appear in their conversation. #### Deleting a conversation (to clean up tests) Tested the service with your own number and want the list clean? Open the conversation, click the **three dots** in the header (**"Mais ações" (More actions)**) and **"Excluir conversa" (Delete conversation)**. Only the Owner and the account's Admins see this option; for the agent it doesn't even appear. 1. **Check what goes and what stays**: The notice shows how many messages and how many files are removed. The contact stays in "Base de contatos" (Contact base) and in "Funil" (Pipeline), what was already charged stays charged in "Carteira" (Wallet), and the audit trail records who deleted and when — without the message content. 2. **If you want, take the contact along**: Check **"Excluir também o contato" (Also delete the contact)** to erase the person for good: they leave "Base de contatos" (Contact base), "Funil" (Pipeline), and the reports, with tags, notes, and **all their other conversations**. In that case the panel asks you to type **EXCLUIR** to confirm. 3. **Confirm with the red button**: The conversation disappears from the list immediately — for you and for anyone with Inbox open. If someone had it on screen, the panel warns them and goes back to the list. > **It can't be undone:** A deleted conversation doesn't come back. If the person writes again, a new conversation starts from scratch — and, if the contact was also deleted, they come in as a new contact, without the history, and what is charged once per contact may be charged again. While a first contact is still being sent to the person, the panel asks you to wait a minute before deleting. For someone who requested deletion of their own data (LGPD), the path is different: anonymization, on the contact's record. #### Voice message: speak instead of typing In a WhatsApp conversation, the **microphone** button sits to the right of the writing field, before **"Responder" (Reply)**. It's the same gesture as always: click to record, speak, click to stop — and **listen to the preview before sending**. Didn't like it? Discard it and record again. The lead receives it like any WhatsApp audio. With audio, your name doesn't go along — there's nowhere to write it; if you want to introduce yourself, say so in the recording itself. The full list of when the name goes and when it doesn't is in [Handoff to a human](https://attendto.com.br/en/manual/handoff). - Only in WhatsApp conversations — on other channels the microphone doesn't even appear. - The same 24-hour window as text applies: with the door closed, first reopen it with an approved template. - On the first recording the browser asks for microphone permission. If you deny it, the screen shows the path to allow it. - Some browsers record in a format WhatsApp doesn't accept (WebM). In that case the button warns you — record on your phone and send it with the paperclip. #### Listening to an audio in the conversation Every audio — the one the lead sent, the one your AI replied in voice, and the one you recorded — plays in the same player, styled like the panel. Click **play** and it starts. Next to the play button is the **waveform**, which fills in as the audio advances: click any point on it to jump there. - **Speed 1× / 1.5× / 2×.** The button on the right changes the speed and takes effect immediately, without stopping the audio. It's what saves the most time in a queue of voice messages. - **With the keyboard.** Reach the waveform with Tab and use **Space** to play and pause and the **arrow keys** to skip forward and back 5 seconds. - **Before the first play the duration shows as `--:--`.** That's not a bug: the file is only downloaded when you play it. Showing "0:00" there would be pretending we already know its length. - **The audio only downloads when you play it.** A conversation full of voice messages doesn't download everything on opening — neither your connection nor your phone's pays for audio nobody listened to. - **When you are serving, the lead's audio arrives for you to listen to, with no text below.** This is the default for every account and costs nothing; in the conversation list the preview says **"Áudio" (Audio)**. When the AI is serving, the audio is always transcribed. #### The lead's language When the account serves in **2 or more languages** (in "Configurações" (Settings) › "IA & persona" (AI & persona) › **"Idiomas do atendimento" (Service languages)**) and the lead speaks a language different from the main one, a badge with its code appears: **PT**, **EN**, **ES** or **FR**. In the list, it sits right after the name, before the time; hover or focus it to read **"Idioma do lead: Inglês (EUA)" (Lead language: English (US))**. In the conversation header, on a computer, it becomes a pill with the language name and the hint **"Idioma do lead: Inglês (EUA). A IA responde neste idioma." (Lead language: English (US). The AI replies in this language.)** On a phone, only the code. **When it does not appear**: in an account with a single language, with the lead in the main language, or while their language has not been detected yet. Messages stay in the language they were written in; the dashboard's buttons and labels stay in Portuguese. #### The contact's photo in the list An **Instagram** conversation appears with the profile photo of whoever wrote — in the list, at the top of the conversation, on the [Pipeline](https://attendto.com.br/en/manual/funil) card, and in the dossier. It's the public profile photo, copied to your panel; if the person changes it, the panel follows on the next conversation. - **With no photo, a circle with the name's initials appears** and a small channel badge in the corner. The badge exists so the absence reads as a design, not as a broken image. - **A WhatsApp contact will NEVER have a photo** — and that's not a limitation of the panel: WhatsApp doesn't hand the contact's photo to any system. There, the initials are the definitive portrait. - **The photo is personal data.** When someone requests deletion of their data (LGPD), it is erased along with it — and the contact goes back to initials. #### Emoji The emoji picker sits next to the writing field, and it is the **same** everywhere you compose a message — including on the [Instagram](https://attendto.com.br/en/manual/instagram) screens, in the trigger message, and in the account's welcome messages. #### The 24-hour window This is the rule that confuses people the most at first, and it isn't ours: it's WhatsApp's. After the lead sends you a message, you have **24 hours** to write whatever you want, without needing a template. Once 24 hours pass without a reply from them, the door closes. Since 2026-10-01 Meta also charges for replies within the conversation (service). Each number gets 1,000 at no cost per month; the Brazilian rate is still an estimate. With the door closed, only an **approved message** goes through — a text that WhatsApp has already read and cleared beforehand. The reply field warns you and offers the templates you have ready. Each of these costs something: if the number is on your own WhatsApp account, Meta bills it, on your card; if it is hosted by us, it comes out of your balance. The dialog tells you which case is yours before you send. As soon as the lead replies to the template, the window opens again and everything goes back to normal. How to create and approve these texts is in [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem). While the template is waiting for a reply, the button to send another is blocked — resending without the lead replying doesn't open the window, it just annoys them and costs again. The block lifts on its own when they reply, or after 24 hours. > **A template that was NOT delivered doesn't block:** If WhatsApp couldn't deliver the template, there is nothing to wait for: the button stays available. And the bubble shows the **reason** for the failure in plain language — number without WhatsApp, template paused, window closed —, because each one calls for a different action. #### Instagram conversation: two differences worth knowing The Direct messages of a connected account land here like any conversation: same list, same AI, same dossier. The differences are in the window and in how some conversations start — the rest, including comment triggers and the account's welcome messages, is in the [Instagram](https://attendto.com.br/en/manual/instagram) guide. - **The window closed? There is no reopen button.** Instagram doesn't allow resuming the conversation with a template. You can reply as soon as the person writes again — and that's really all: the discreet line in place of the button isn't a missing feature, it's the channel's rule. - **The "Comentário" (Comment) marker** shows the origin: that conversation started from someone who commented on a post and received the trigger message — and not from a spontaneous Direct. It's the same lead, with the origin told honestly. - **A conversation born from a trigger starts out waiting.** Until the person replies, the screen shows: "Mensagem do gatilho enviada — o Instagram permite uma só mensagem a partir de um comentário; a conversa abre quando a pessoa responder" (Trigger message sent — Instagram allows only one message from a comment; the conversation opens when the person replies). The writing field stays disabled until then, with that reason in plain view — it's not a bug, it's the single-message rule. #### Edited or deleted message On WhatsApp and Instagram the customer can edit or delete what they sent. Inbox shows this right away, so you don't reply on top of text that has already changed. - **"Editada" (Edited).** The bubble shows the new text with the **"Editada" (Edited)** badge and, in the conversation, a light line appears: "Álvaro editou a mensagem das 10:06, que já tinha resposta" (Álvaro edited the 10:06 message, which already had a reply), with the **"Ver mensagem" (View message)** link. In the conversation list the line starts with **"Editou:" (Edited:)**. WhatsApp lets the customer edit for up to 15 minutes after sending. - **"Apagada" (Deleted).** The bubble becomes **"O cliente apagou esta mensagem" (The customer deleted this message)** and the conversation gets the line "Álvaro apagou a mensagem das 10:08" (Álvaro deleted the 10:08 message). In the list, **"Apagou uma mensagem" (Deleted a message)** appears. On WhatsApp the customer has up to 2 days to delete; Instagram also notifies. - **The AI does not reply to an edit.** It already replied to the original message. If the change calls for a reply, whoever is serving replies. **"Ver original" (View original)** shows the version history and the content the customer deleted. Only the account Owner and Admins see this button, and each lookup is recorded in the conversation's **"Auditoria" (Audit)**. Agents see the **"Editada" (Edited)** badge and that the customer deleted, without the content. In the **lead journey** (the timeline on the record), content deleted by the customer or hidden by the team doesn't appear to anyone, not even the Owner and Admins: it only states the fact, "O cliente apagou uma mensagem" (The customer deleted a message) or "Uma mensagem foi ocultada" (A message was hidden). The only way to read it is **"Ver original" (View original)** on the bubble, which leaves the lookup in the log. The **"Auditoria" (Audit)** receives these events right away, without reloading the page. > **Be careful with what the customer wanted removed:** Whoever deleted it wanted that content gone. Open the original only if it is necessary for the service and don't repeat it in another conversation. #### The bubble menu Hover over a message, reach it with the **Tab** key or, on mobile, long-press: a menu opens with what you can do with it. - **"Responder citando" (Reply with quote)** writes your reply with the customer's message quoted above it. - **"Copiar texto" (Copy text)** copies the message text. - **"Enviar correção" (Send correction)** sends a NEW message quoting the wrong one, with “Correção: ” already typed for you to complete. - **"Ocultar no Inbox" (Hide in Inbox)** removes the message from the team's view. - **"Ver original" (View original)** appears only for the Owner and Admins, on edited or deleted messages. > **Why there is no "Editar" (Edit) or "Apagar" (Delete) for everyone:** WhatsApp and Instagram don't let a company edit or delete what it has already sent. That's why the panel offers the correction: it goes out as a new message and the wrong one stays on the customer's device. **Outside the WhatsApp 24-hour window** free text doesn't go out: the correction has to go in a template approved by Meta. This send has a Meta cost ("Utilidade" (Utility) category), paid directly to Meta by whoever owns the company's WhatsApp Business. It isn't part of the "Mensalidade" (Subscription). **"Ocultar no Inbox" (Hide in Inbox)** hides the message from the team only: the customer still sees it. The Owner, the Admins, and whoever sent the message can hide it; an agent hides only their own, and only the Owner and Admins hide the AI's. The Owner, the Admins, and whoever hid it see "Mensagem ocultada por …" (Message hidden by …), can open the text, and click **"Voltar a mostrar no Inbox" (Show in Inbox again)**. The rest of the team sees only "Uma mensagem da equipe foi ocultada" (A team message was hidden). The original is kept in the conversation log, and the notice that appears right after hiding has the **"Desfazer" (Undo)** button. In the site's web chat, **"Responder citando" (Reply with quote)**, **"Copiar texto" (Copy text)**, **"Enviar correção" (Send correction)**, and **"Ocultar no Inbox" (Hide in Inbox)** work the same way. True edit and delete don't appear there yet. #### Time-saving tips - **?** opens the list of Inbox shortcuts. The single-key ones (**[**, **]**, **F**, **?**) work outside the reply field, so they don't get in the way of someone typing; **Ctrl + Shift + M**, **Alt + K**, and **Alt + ↑ / ↓** work anywhere. - **Enter** sends the reply and **Shift + Enter** breaks the line. **/** in the empty field opens the approved templates. - The counter next to **Inbox** in the menu counts only the conversations "aguardando humano" (waiting for a human). If it is at zero, nobody is waiting for you. - `Ctrl K` opens search from any screen and finds the lead by name, opening their conversation right away. - The record next to it is editable: fix the name or the company right there and the correction applies across the whole dashboard. #### When something seems wrong - **Your AI stopped replying**: Check the status of the conversation. **"Aguardando recarga" (Awaiting top-up)** means the balance ran out or the spending cap was reached — fix it in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas), or the cap in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes). **"Com atendente" (With an agent)** means someone on the team took over and the AI is silent on purpose. - **The AI stopped and the notice says it looks like a robot on the other end**: The contact was replying like an automatic responder — the same message after every AI reply, or too many replies within a few minutes. The AI stopped to avoid getting stuck in a loop (every reply costs money), sent nothing to the contact, moved the conversation to the ["Transbordo para humano" (Handoff to a human)](https://attendto.com.br/en/manual/handoff) queue, and removed the contact from campaigns. If it is a real person, reply yourself or click **"Devolver para a IA" (Return to the AI)**: the AI replies again and the contact goes back to campaigns. - **A message arrived from someone who asked to opt out and the AI did not reply**: This is on purpose: someone who asked not to receive messages does not talk to the AI again, even when they write again. The message stays in the conversation, which enters the ["Transbordo para humano" (Handoff to a human)](https://attendto.com.br/en/manual/handoff) queue with the notice **"Este contato pediu para não receber mensagens." (This contact asked not to receive messages.)**, so the team can decide whether to reply. **"Devolver para a IA" (Return to the AI)** does not apply to someone who asked to opt out. - **It replied in the middle of the night and you did not want that**: That is the after-hours mode, in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes). It decides whether the AI answers 24 hours a day or sends only the away message. - **It answered something you never taught it**: What it knows comes from the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento) and from the offers in ["Intent & catálogo" (Intents & catalog)](https://attendto.com.br/en/manual/intent-e-catalogo). If the answer was vague, that signals a gap there — and the knowledge base test panel shows exactly what it would have used. - **I can't send: only the template option appears**: The 24-hour window has closed. This is a WhatsApp rule, not a dashboard one. Send an approved template; when the lead replies, the conversation goes back to normal. - **The lead says they received it twice**: With "Ritmo de conversa humana" (Human conversation pace) turned on, a reply goes out as several short separate messages — this is expected behavior, and it costs the same as one. The setting is in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes). In the dashboard: "Abrir o Inbox" (Open Inbox). How people search: how to take over an AI conversation; transfer conversation to agent; return conversation to the ai; reply on whatsapp after 24 hours; reopen conversation with approved template; send audio from the panel; attach file to conversation; filter conversations by tag; whatsapp inbox for teams; delete test conversation; inbox keyboard shortcuts; maximize conversation; lead dossier; customer edited or deleted message; send message correction; hide message in inbox; ai stopped replying no balance. ## Pipeline: sales kanban board with stages, deadlines, round-robin and won or lost URL: https://attendto.com.br/en/manual/funil Menu: Operations > "Funil" (Pipeline) The "Funil" (Pipeline) is the panel's kanban board where each lead becomes a card and each column is a sales stage, with a deadline, round-robin, deal data and a won or lost outcome. ### Who can use it - Owner: Sees and uses everything: creates boards from the industry gallery, opens "Configurar quadro" (Configure board), changes columns, roles, fields, rules, deadlines, "Aparência" (Appearance), "Nome e vocabulário" (Name and vocabulary), and deletes boards. Also works the cards like anyone on the team. - Admin: The same as the Owner: creates, configures and deletes boards, and works the cards. - Agent: Sees the Pipeline in the menu and works the cards: drags between stages, opens the card panel, fills in the deal data, edits the value, accepts suggestions, marks won or lost, reopens and removes a card. The "Novo quadro" (New board) and "Configurar quadro" (Configure board) buttons appear disabled, with the tooltip that only administrators change the board; when opened by address, the industry gallery and the settings show the notice that they are for administrators only. ### Screens #### "Funil" (Pipeline) The Pipeline screen is for following each lead as a card on a kanban board, moving the deal between stages and seeing how much is at stake in each one. Address in the dashboard: `/app/funil` ![Screenshot of the "Funil" (Pipeline) screen. The Pipeline screen is for following each lead as a card on a kanban board, moving the deal between stages and seeing how much is at stake in each one.](https://attendto.com.br/prints-do-manual/funil--quadro.png) The "Funil" (Pipeline) screen in the demo account, with sample data and blurred values. ##### Boards bar Switches the board at a glance and leads to board creation and settings. Buttons and actions: - **"‹nome do quadro›" (‹board name›)**: One button per board in the account. Opens that board; the open one is highlighted. When you enter the Pipeline, it opens the default board. - **"Novo quadro" (New board)** (Owner, Admin): Opens the industry gallery to create a board from a ready-made template. - **"Configurar quadro" (Configure board)** (Owner, Admin): Opens the "Configurações do quadro" (Board settings) of the open board: columns, fields, rules, deadlines, appearance, name and vocabulary. Also appears: - The industry icon next to the name, on a board created from an industry template. - The "Novo" (New) badge on the board that was just created. - For those who do not administer the account, the tooltips "Só administradores podem criar quadros" (Only admins can create boards) and "Só administradores podem editar o quadro" (Only admins can edit the board) on the disabled buttons. ##### Pending roles banner Appears on an old board where the columns still do not state their role in the pipeline. Buttons and actions: - **"Marcar os papéis" (Assign roles)** (Owner, Admin): Opens "Configurar quadro" (Configure board) straight at the "Colunas e etapas" (Columns and stages) section, to give each column its role. Also appears: - The notice "Marque o papel das colunas para o relatório e as conversões entenderem este quadro." (Set the role of the columns so the report and the conversions understand this board.) ##### Round-robin card Appears when the board has a column that distributes leads through the team's round-robin. Also appears: - The title "Rodízio ligado" (Round-robin on) in ‹column› · ‹n› of ‹total› agents in the queue, with the board's vocabulary (for example, brokers). - The deadline phrase: how long the recipient has to reply, which column the card moves to when they reply, and that, with no reply, the lead goes to the next person. - The reminder that three delays in 7 days remove the person from the queue. - Next: the initials of who receives the next leads, with "+‹n›" when the queue is longer. - The badge "Recebendo leads" (Receiving leads) or, on a board with no cards yet, "Esperando o primeiro lead" (Waiting for the first lead). ##### Board filters They filter the cards already loaded and show the summary of what is open. Fields and filters: - **"Buscar" (Search)**: Box "Nome ou empresa…" (Name or company…). Finds by the lead's name, the company, the free card's title and the deal's text data that is not sensitive. It ignores accents and capitalization. - **"Atendente" (Agent)**: Who has the card. The label follows the board's vocabulary (Broker, Dentist…). Options: "Todos" (All), "Sem" (Without) ‹assignee› and each person who has a card on the board. - **"‹campo do negócio›" (‹deal field›)**: One selector per deal field of list or yes-or-no type, not sensitive, that this board uses (some column asks for the field or some card has the value). Options: "Todos" (All) and the field's values, or "Sim" (Yes) and "Não" (No). - **"Campanha de anúncio" (Ad campaign)**: "Todas" (All), each campaign the board's leads came from, or "Sem anúncio" (No ad). Buttons and actions: - **"Mais filtros" (More filters)**: Opens and closes the strip with the other filters and the summary of won and lost. With any of those filters on, the button shows how many are on. - **"Limpar filtros" (Clear filters)**: Appears with any filter on. Turns them all off at once and returns focus to the search. Also appears: - The summary "‹n› open deals · ‹value› in the pipeline", which counts the cards outside the lost columns and adds up the board's currency field (or the deal value). With no open cards: "Nenhum negócio em aberto" (No open deals). - The filters apply while you are on the board; switching boards or reloading the page returns everything to normal. ##### "Mais filtros" (More filters) The collapsed filters: rating, mode, ad, deadline, outcome, channel and account. Fields and filters: - **"Canal" (Channel)**: "Todos os canais" (All channels), WhatsApp, Web chat, SMS, "E-mail" (Email) or "Cadastro manual" (Manual entry). - **"Conta" (Account)**: Only appears when there are two or more active accounts on the same channel (for example, two WhatsApp numbers). All accounts, or one of them by name. Buttons and actions: - **"Quente" (Hot)**: Shows only leads rated "Quente" (Hot). Combines with "Morno" (Warm), "Frio" (Cold) and "Sem score" (No score): checking two shows both. - **"Morno" (Warm)**: Shows only leads rated "Morno" (Warm). - **"Frio" (Cold)**: Shows only leads rated "Frio" (Cold). - **"Sem score" (No score)**: Shows only the leads the AI has not scored yet. - **Manual**: Shows only the cards that someone on the team moved by hand (automation no longer moves those cards on its own). - **"Automático" (Automatic)**: Shows only the cards that remain automatic, moved by the rules and the AI. - **"Anúncio" (Ad)**: Shows only the leads that came from an ad. - **"Só estourados" (Overdue only)**: Appears when any column has a deadline. Shows only the cards that passed the stage deadline; the number beside it says how many. - **"Ganhos" (Won)**: Appears when the board has a won or lost column. Shows only the won deals. - **"Perdidos" (Lost)**: Shows only the lost deals. Also appears: - On boards with an outcome column, the pills "Ganhos 30 d" (Won 30 d), "Perdidos 30 d" (Lost 30 d) (how many and how much they add up to) and "Taxa de ganho" (Win rate) for the last 30 days. ##### "Ir para a etapa" (Go to stage) The row of buttons with the stages, right above the columns. Buttons and actions: - **"‹etapa› ‹n›" (‹stage› ‹n›)**: One button per column, in its color, with how many cards it has (already filtered). Scrolls the board to the column; the stage in view is highlighted. ##### Columns Each column is a pipeline stage, in the order defined in "Configurar quadro" (Configure board). Buttons and actions: - **"Mostrar mais ‹n› de ‹n›" (Show ‹n› more of ‹n›)**: At the foot of a column with many cards: shows the next cards in the column, 30 by 30. Also appears: - The color stripe at the top, the stage name and the card count (with filters, it counts only the visible ones). - "A IA está conversando" (The AI is chatting), in the "Coluna de entrada" (Entry column); "Desfecho: pede o motivo" (Outcome: asks for the reason), in the lost column. - The stage deadline pill (15 min, 24 h…), with the tooltip of what the deadline means there. - The "Rodízio" (Round-robin) pill, when the column distributes leads through the queue; "Rodízio desligado" (Round-robin off), when the column is marked but the account's round-robin is off under "Configurações" (Settings) → "Equipe" (Team). - The sum of the visible cards' values, when above zero (it does not appear in the lost column). - "Para entrar" (To enter): ‹fields›, when the stage asks for data before the card can enter. - Empty column: dashed border and "Solte um cartão aqui" (Drop a card here). ##### "Cartão" (Card) The summary of the deal. Clicking opens the card panel beside the board. Buttons and actions: - **"Preencher e mover" (Fill in and move)**: In the "Pronto para ‹etapa› · faltam ‹dados›" (Ready for ‹stage› · ‹data› missing) notice: opens the dialog that asks only for what is missing and, on save, accepts the AI's suggestion and moves the card. - **"Mover agora" (Move now)**: In the "Tudo pronto para ‹etapa›" (All set for ‹stage›) notice: accepts the AI's suggestion and moves the card to the suggested stage. - **"Aceitar sugestão" (Accept suggestion)**: On the "‹motivo› — mover?" (‹reason› — move?) tag: moves the card to the column the AI suggested; the board scrolls to it and highlights it. - **"Dispensar sugestão" (Dismiss suggestion)**: Removes the suggestion from the card without moving it. - **"Mais ações" (More actions)**: The three-dot button in the card footer (at the top, on a free card). Opens the card's actions menu. Also appears: - The lead's photo or initials, the name, and the score pill ("Quente 88" (Hot 88), "Morno 67" (Warm 67)); with an outcome, the pill becomes "Ganho" (Won) or "Perdido" (Lost). - The highlight line: the first text field of the deal (the property of interest, at a real estate agency); on a lost deal, the reason for the loss. - The round-robin note "Passou para ‹nome›: ‹outra pessoa› não assumiu em ‹prazo›" (Passed to ‹name›: ‹other person› did not take it within ‹deadline›). - Up to three deal fields on the front of the card. - "Para ‹próxima etapa› faltam ‹dados›" (For ‹next stage› ‹data› is missing), on a card that has been in a stage for a day or more. - Tags: ICP ‹score› (fit with the ideal customer), test lead, "IA moveu · ‹motivo›" (AI moved · ‹reason›) (for up to one hour), Manual, and the deal value. - The lead's last message, the letters N O A P of BANT (need, budget, authority, timeline), the account name (when the channel has two or more accounts), and the channel icon. - The journey bar ("Etapa ‹n› de ‹total›" (Stage ‹n› of ‹total›)). - The footer: how long the card has been in the stage or, with a deadline, "‹tempo› de ‹prazo›" (‹time› of ‹deadline›) in green, amber from the halfway point, and red with "estourou" (overdue); on a won deal, the day it was won; who has the card or "Com a IA" (With the AI); and the ad icon. - What the card shows beyond the deal fields is turned on and off under "Configurar quadro" (Configure board) → "Aparência do cartão" (Card appearance). ##### Card "Mais ações" (More actions) menu Buttons and actions: - **"Ver detalhes" (View details)**: Opens the card panel (the keyboard route). - **"Religar automação" (Turn automation back on)**: Only on a card in Manual mode. Returns the card to automatic: the AI goes back to moving it on its own. - **"Abrir no Inbox" (Open in Inbox)**: Opens the lead's conversation in the Inbox. Stays disabled, with the hint "Este lead ainda não tem conversa" (This lead has no conversation yet), when there is no conversation. - **"Editar valor" (Edit value)**: Only on a card with a lead. Opens the deal value dialog. - **"Marcar como ganho" (Mark as won)**: Only without an outcome. Opens the won dialog. - **"Marcar como perdido" (Mark as lost)**: Only without an outcome. Opens the lost dialog, which asks for the reason. - **"Reabrir negócio" (Reopen deal)**: Only with an outcome. Clears the won or lost status and returns the card to the previous stage; the old record stays in the history. - **"Remover do quadro" (Remove from board)**: Opens the confirmation to remove the card from this board. ##### "Valor do negócio" (Deal value) dialog Title "Valor do negócio — ‹nome›" (Deal value — ‹name›). Opens with the current value filled in. Fields and filters: - **"Valor (R$)" (Value (R$))**: Accepts a value typed or pasted already formatted, with a thousands separator and a decimal comma. Once saved by hand, the AI's estimate no longer overwrites it. Buttons and actions: - **"Salvar valor" (Save value)**: Saves the value and closes. A value that can't be understood shows "Digite um valor válido (ex.: 6.000,00)" (Enter a valid value (e.g., 6.000,00)). ##### "Remover do quadro" (Remove from board) dialog Title "Remover ‹nome› do quadro?" (Remove ‹name› from the board?). Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover cartão" (Remove card)**: Removes the card from the board. On a card with a lead, the lead stays in the CRM and in the conversations; a free card is deleted. It cannot be undone. ##### "Para entrar em ‹etapa›, preencha" (To enter ‹stage›, fill in) dialog Opens when you advance the card to a stage that asks for data it doesn't have yet. While it is open, the card hovers over the destination column. Fields and filters: - **"‹dado pedido pela etapa›" (‹data requested by the stage›)** (required): One field per missing item, in its own type (text, number, currency, date, list as buttons, or yes or no), with the field's help text. When empty it shows "Preencha este dado." (Fill in this field.), "Escolha uma opção." (Choose an option.), or "Informe a data." (Enter the date.). Buttons and actions: - **"Cancelar" (Cancel)**: Closes and returns the card to the origin column. - **"Salvar e mover" (Save and move)**: Saves the data on the card and moves it to the stage. Also appears: - The origin-to-destination trail, with "‹n› dados pedidos" (‹n› fields requested), and the lead's name with the first text field. - The note "Estes dados ficam no cartão. Voltar para uma etapa anterior nunca pede nada." (This data stays on the card. Going back to an earlier stage never asks for anything.) ##### "Marcar como ganho" (Mark as won) dialog Opens from the card menu, from the panel, or when you drop the card on the won column. The card goes to the won column, the cadences stop, and the deal enters the numbers. Fields and filters: - **"Valor do negócio" (Deal value)**: Comes with the value the card already has; with a currency field filled in (such as the property value), it uses that one. Left blank, it keeps the current value. - **"‹dado pedido pela coluna de ganho›" (‹data requested by the won column›)** (required): The data that the won column asks for and the card doesn't have yet. Buttons and actions: - **"Usar ‹valor›" (Use ‹value›)**: Appears when the typed value differs from the currency field: switches to the field's value. - **"Cancelar" (Cancel)**: Closes; the card stays where it was. - **"Confirmar ganho" (Confirm won)**: Marks the deal as won and moves the card to the won column. - **"Salvar e marcar como ganho" (Save and mark as won)**: The same, when the won column asks for data: saves the data and marks it. ##### "Marcar como perdido" (Mark as lost) dialog "Por que perdemos?" (Why did we lose?): the reason is required and feeds Revenue and the calculated ideal customer. Fields and filters: - **"Observação (opcional)" (Note (optional))**: A short comment about the loss, which stays in the history. Buttons and actions: - **"Preço" (Price)**: A general product reason. The reasons appear in the groups "Deste quadro" (From this board), "Da sua conta" (From your account), and "Gerais" (General). - **"Não é agora" (Not now)**: A general reason. - **"Concorrente" (Competitor)**: A general reason. - **"Sem resposta" (No response)**: A general reason. - **"Não era para nós" (Not a fit)**: A general reason. - **"Outro" (Other)**: A general reason. - **"‹motivo do quadro ou da conta›" (‹board or account reason›)**: The reasons created for this board or for the account. A reason can ask for one more field, which opens right below it. - **"Cancelar" (Cancel)**: Closes; the card stays where it was. - **"Confirmar perdido" (Confirm lost)**: Disabled until you choose the reason. Marks the deal as lost, moves it to the lost column, and stops the cadences. ##### Dragging and keyboard Also appears: - Drag the card to another column or another position; advancing to a stage that asks for data opens the "Para entrar em ‹etapa›, preencha" (To enter ‹stage›, fill in) dialog; dropping on an outcome column opens the won or lost dialog. - Going back a stage never asks for data: the notice "‹nome› voltou para ‹etapa›" (‹name› went back to ‹stage›) confirms it. - Moving by hand puts the card in Manual mode: automation stops moving it on its own until "Religar automação" (Turn automation back on). - Keyboard: Enter opens the card; Alt with the right or left arrow moves one stage; Space picks up and drops the card; the arrow keys move between cards and columns; Esc cancels the drag. ##### Card panel Opens beside the board, which stays visible and draggable. Esc or the X closes it and returns focus to the card. Buttons and actions: - **"Fechar o cartão" (Close card)**: The X at the top: closes the panel. Also appears: - The name, the stage, and how long the card has been in it ("‹etapa› · ‹tempo› na etapa" (‹stage› · ‹time› in the stage)). - The pills for the score, for who has the card ("· pelo rodízio" (· by round-robin), when it came from the queue) or "Conversando com a IA" (Talking to the AI), for the ICP, and for Manual. - The source: "Veio do anúncio: ‹campanha› › ‹conjunto› › ‹anúncio›" (Came from the ad: ‹campaign› › ‹ad set› › ‹ad›), "Origem: ‹integração›" (Source: ‹integration›), or "Origem: ‹canal›" (Source: ‹channel›). - Next stage: "Para entrar em ‹etapa›" (To enter ‹stage›) with ‹n› of ‹n› fields and the list of what is missing; "Próxima etapa: ‹etapa›" (Next stage: ‹stage›) with "nada a preencher" (nothing to fill in); or "Negócio ganho" (Deal won) / "Negócio perdido" (Deal lost) with the reason. ##### Deal data The account's fields with this lead's value. List and yes-or-no fields save on selection; the others, when you leave the field. Fields and filters: - **"‹campo do negócio›" (‹deal field›)**: One per account field, in its own type, with the help text. A rejected value shows the reason below the field. Buttons and actions: - **"Mostrar" (Show)**: On the sensitive field, which appears masked: shows the value. The audit log records who opened which lead's field. - **"Tentar de novo" (Try again)**: When the data failed to load: tries again. Also appears: - The pills "Sensível" (Sensitive), "Pedido para entrar em ‹etapa›" (Required to enter ‹stage›) (the next stage asks for the field), and "Pedido em ‹etapa›" (Required in ‹stage›) (a later stage asks for it). - The notice "Salvo" (Saved) after saving and the line "Alterado por ‹pessoa› em ‹data›" (Changed by ‹person› on ‹date›). - With nothing filled in: "Nenhum dado do negócio ainda. Quem atende preenche aqui, ou o seu sistema envia pela API." (No deal data yet. The person serving the lead fills it in here, or your system sends it through the API.) ##### AI summary Also appears: - The conversation summary written by the AI or, without one, what the AI keeps about the lead. Read-only: nothing is generated on opening. - No conversation: "Este lead ainda não conversou com a IA." (This lead hasn't talked to the AI yet.); no summary: "A IA ainda não resumiu esta conversa. O resumo aparece quando a conversa passa para um atendente." (The AI hasn't summarized this conversation yet. The summary appears when the conversation is handed off to an agent.) ##### Deal The lead's value, best time, follow-up, negotiation, and outcome. Fields and filters: - **"Valor do negócio" (Deal value)**: Opens when you click "Editar" (Edit). With no value, it shows "Sem valor definido" (No value set). Buttons and actions: - **"Editar" (Edit)**: Opens the deal value box. - **"Salvar" (Save)**: Saves the value; the AI no longer overwrites it. - **"Cancelar" (Cancel)**: Closes the box without saving. - **"Liberar follow-ups" (Release follow-ups)**: Appears when the lead asked not to receive follow-ups. Returns the lead to the usual rules, without enrolling it in any cadence again. - **"Entregar ao Closer" (Hand off to Closer)**: With the Closer available: the negotiation passes to the Closer on the lead's next message. - **"Assumir a negociação" (Take over the negotiation)**: With the negotiation in progress with the Closer: you take over and the Closer steps aside. - **"Marcar como ganho" (Mark as won)**: Opens the won dialog. - **"Marcar como perdido" (Mark as lost)**: Opens the lost dialog. - **"Reabrir negócio" (Reopen deal)**: With an outcome: returns the card to the previous stage. Also appears: - "Melhor momento:" (Best time:) with the window in which the lead usually replies, when learned. - The line "Follow-up: ‹cadência› · passo ‹n› de ‹n› · próximo ‹dia e hora›" (Follow-up: ‹cadence› · step ‹n› of ‹n› · next ‹day and time›) and the tag "Pediu para não receber follow-ups" (Asked not to receive follow-ups) with the date. - The Closer block, when available: the negotiation state, the ceiling set by the Owner, and the concessions made. - With an outcome: the "Ganho" (Won) or "Perdido" (Lost) badge, with the reason and the date. ##### History The card's timeline, with the most recent entry on top. Buttons and actions: - **"Mostrar tudo (‹n›)" (Show all (‹n›))**: Shows all movements; by default the last six appear. - **"Tentar novamente" (Try again)**: When the history failed to load. Also appears: - Each item with who did it and how long ago: created, moved by the AI, moved by hand, suggestion accepted or dismissed, value, cadence, won, lost, reopened, task, and field changed. - The line "ficou ‹tempo› em ‹etapa›" (stayed ‹time› in ‹stage›) between two movements. - With no movements: "Sem movimentos ainda." (No movements yet.) ##### Panel actions The fixed buttons at the bottom of the panel. Fields and filters: - **"Mover para a etapa" (Move to stage)**: The selector "Mover para outra etapa…" (Move to another stage…) with the board's other columns. Buttons and actions: - **"Mover para ‹próxima etapa›" (Move to ‹next stage›)**: Moves to the next stage, with the same care as dragging (requested data and outcome). - **"Mover" (Move)**: Moves to the stage chosen in the selector beside it. With no choice, it warns "Escolha a etapa" (Choose the stage). - **"Abrir no Inbox" (Open in Inbox)**: Opens the lead's conversation. Disabled when the lead has no conversation yet. - **"Religar automação" (Turn automation back on)**: Only on a card in Manual mode. - **"Remover do quadro" (Remove from board)**: Opens the removal confirmation. ##### Free card A card with no lead, created by hand. The panel shows the editable title and description. Fields and filters: - **"Título" (Title)**: Required to save. - **"Descrição" (Description)**: Free text for the card. Buttons and actions: - **"Salvar" (Save)**: Saves the title and description. Stays disabled with no change or no title. ##### Board with no deals or no columns Buttons and actions: - **"Criar meu primeiro quadro" (Create my first board)** (Owner, Admin): On an account with no board: opens the industry gallery. - **"Criar cartão" (Create card)**: On a board with no cards: creates a free card in the entry column and opens its panel. - **"Receber leads de outro sistema" (Receive leads from another system)**: On a board with no cards: opens "Integrações" (Integrations) to bring in leads from another system. - **"Configurar colunas" (Configure columns)** (Owner, Admin): On a board with no columns: opens "Configurar quadro" (Configure board) at "Colunas e etapas" (Columns and stages). ##### Screen states - Loading: Skeleton of the filter bar and of five columns with the color stripe; the screen reader announces "Carregando o quadro" (Loading the board). - Nothing here yet: Account with no board: "Seu funil nasce aqui: crie o primeiro quadro" (Your pipeline starts here: create the first board), with "Criar meu primeiro quadro" (Create my first board) for admins and "Peça a uma pessoa administradora para criar o primeiro quadro" (Ask an admin to create the first board) for everyone else. Board with no cards: "Nenhum negócio neste quadro ainda" (No deals on this board yet), saying which column new leads enter, with "Criar cartão" (Create card) and "Receber leads de outro sistema" (Receive leads from another system). - If something goes wrong: "Não conseguimos carregar o funil" (We couldn't load the pipeline) (or "o quadro" (the board)), noting that the boards and cards are still saved, with "Tentar de novo" (Try again). - Board with no columns: "Este quadro ainda não tem colunas" (This board has no columns yet), with "Configurar colunas" (Configure columns) for admins. - Columns with no pipeline role: The pending roles banner with "Marcar os papéis" (Assign roles). - Filter with no results: The empty columns with "Solte um cartão aqui" (Drop a card here) and the summary "Nenhum negócio em aberto" (No open deals). #### "Novo quadro" (New board) The "Novo quadro" (New board) screen is for creating a pipeline board from your industry's template, which already comes with stages with roles, deal fields, loss reasons, and rules. Address in the dashboard: `/app/funil/novo-quadro` ![Screenshot of the "Novo quadro" (New board) screen. The "Novo quadro" (New board) screen is for creating a pipeline board from your industry's template, which already comes with stages with roles, deal fields, loss reasons, and rules.](https://attendto.com.br/prints-do-manual/funil--novo-quadro.png) The "Novo quadro" (New board) screen in the demo account, with sample data and blurred values. How to get there: The "Novo quadro" (New board) button in the pipeline's board bar, or "Criar meu primeiro quadro" (Create my first board) when the account has none. Who uses it: Owner, Admin. ##### Boards bar Buttons and actions: - **"‹nome do quadro›" (‹board name›)**: Opens that board in the pipeline. The board just created appears highlighted. - **"Novo quadro" (New board)**: Checked on this screen; clicking it moves focus to the industry search. ##### Search and filter Fields and filters: - **"Buscar segmento" (Search industry)**: The box "Buscar segmento: dentista, loja, contador…" (Search industry: dentist, store, accountant…). Understands the business name, synonyms, and who serves the customer ("dentista" (dentist) finds Odontologia (Dentistry), "férias" (vacation) finds Turismo (Tourism)), ignoring accents, capitalization, and hyphens. Buttons and actions: - **"Limpar busca" (Clear search)**: The X inside the box: clears the search. - **"Com cuidados do segmento" (With industry-specific safeguards)**: Leaves only the industries with professional council and LGPD rules. Also appears: - The count "‹n› segmentos" (‹n› industries), "‹n› de ‹total› segmentos" (‹n› of ‹total› industries), or "Nenhum segmento" (No industry). ##### Industry gallery Buttons and actions: - **"‹segmento›" (‹industry›)**: The industry card: opens the panel with what comes with it. Clicking again closes it. - **"Cuidados do segmento" (Industry safeguards)**: Badge on regulated industries: opens the dialog with the council and LGPD safeguards. - **"Em branco" (Blank)**: A board with no columns, no fields, and no rules, to build in the editor. Also appears: - The illustration, the name, "‹n› etapas · ‹n› campos · ‹n› motivos" (‹n› stages · ‹n› fields · ‹n› reasons), and the stage trail with the entry and the win at the ends. - The badge "Segmento da sua conta" (Your account's industry) on the industry chosen for the account, which comes first. - The pill "Gerado pela IA" (Generated by AI) on the template the AI built for the account. - On the "Em branco" (Blank) card: "Sem colunas: você monta no editor" (No columns: you build it in the editor). ##### Industry panel Opens beside the gallery with the industry's template; Esc or "Fechar" (Close) closes it. Fields and filters: - **"Nome do quadro" (Board name)** (required): Comes with the template's name. When empty it shows "Dê um nome ao quadro." (Give the board a name.). Buttons and actions: - **"Fechar" (Close)**: The X at the top of the panel. Also appears: - The industry tile, "Modelo do segmento" (Industry template), "Modelo do segmento · o da sua conta" (Industry template · your account's), or "Sem modelo" (No template), and the summary "‹n› etapas · ‹n› campos · ‹n› motivos de perda" (‹n› stages · ‹n› fields · ‹n› loss reasons). ##### Columns and pipeline role Also appears: - Each template column with its role ("Entrada" (Input), "Qualificado" (Qualified), "Atendimento" (Service), "Etapa intermediária" (Intermediate stage), "Ganho" (Won), "Perdido" (Lost)). - Per column, when applicable: "Prazo de ‹prazo›" (Deadline of ‹deadline›) and "Pede ‹dados›" (Asks for ‹data›). - The note that reports and conversions use this board's stages, with its names. ##### Deal fields Buttons and actions: - **"‹campo›" (‹field›)**: Turns the field on or off on the new board. All come checked. A field that already exists in the account is not duplicated. Also appears: - The count "‹n› de ‹n›" (‹n› of ‹n›) fields chosen and the type of each field. - The pills "Sensível" (Sensitive), "Aparece no cartão" (Shows on the card), and "O cartão já mostra 3 campos; este fica no painel" (The card already shows 3 fields; this one stays in the panel). - "Pedido para entrar em ‹etapa›" (Required to enter ‹stage›) or, with the field unchecked, "‹etapa› não vai pedir este dado" (‹stage› won't ask for this field). ##### "Motivos de perda" (Loss reasons) Fields and filters: - **"Novo motivo de perda" (New loss reason)**: The box "Ex.: Mudou de cidade" (E.g., Moved to another city). Adds a reason for this board only. Buttons and actions: - **"Acrescentar" (Add)**: Adds the reason. When empty it warns "Escreva o motivo antes de acrescentar." (Write the reason before adding it.); when repeated it warns "Esse motivo já está na lista." (That reason is already on the list.). - **"Tirar o motivo ‹motivo›" (Remove reason ‹reason›)**: The X on the reason just added: removes it from the list. Also appears: - The groups "Do segmento" (From the industry), "Da sua conta · valem em todos os quadros" (From your account · apply to all boards), and "Só deste quadro" (This board only). ##### Industry vocabulary Also appears: - "Quem atende" (Who serves) (singular and plural), "Quem é atendido" (Who is served), and "O que se negocia" (What is negotiated). - The note that the vocabulary appears on the cards, in the notices, and in the round-robin of this board; on screens that serve all boards it stays "Atendente" (Agent). ##### "Cuidados do segmento" (Industry safeguards) Collapsible block, open on regulated industries. Also appears: - The list of safeguards, with the legal reference in a lighter tone, and the note that the template's persona, questions, and cadence already follow these points. - The notice "Resumo para orientar a configuração, não é parecer jurídico." (Summary to guide the setup, not legal advice.) ##### Rules that come turned on Collapsible block with the template's automatic rules. Also appears: - The list of rules; the one that starts the follow-up carries "Ligue a cadência em Cadências" (Turn on the cadence in Cadences) when the cadence is still off. - The note that the follow-up cadence starts off and only writes while the AI is leading the conversation. - With round-robin off on the account: "O rodízio está desligado na conta." (Round-robin is off on the account.), with the path "Configurações" (Settings) → "Equipe" (Team). ##### Who receives new leads Buttons and actions: - **"Parar o quadro ‹nome› de receber leads novos" (Stop board ‹name› from receiving new leads)**: Switch, on by default when another board creates a card for a new lead: each new lead is born only on the new board, with no duplicate card. Old cards stay where they are. Doesn't appear on Blank. - **"Tornar este o quadro padrão" (Make this the default board)**: Switch: the new board opens first in the pipeline and receives the leads from integrations when no board is chosen. Also appears: - When the current default has Closer rules that mention its stages, the notice to review them in "Configurações" (Settings) → Closer. ##### "Em branco" (Blank) Also appears: - The "Nome do quadro" (Board name) field, the notice "Você monta as colunas no editor" (You build the columns in the editor) (assign each column's role), and the switch "Tornar este o quadro padrão" (Make this the default board). ##### Panel footer Buttons and actions: - **"Cancelar" (Cancel)**: Closes the panel without creating. - **"Criar quadro" (Create board)**: Creates the board with what is checked. An error warns "Não conseguimos criar o quadro agora" (We couldn't create the board right now), without creating anything. - **"Criar outro" (Create another)**: After creating: closes the panel and returns to the search. - **"Abrir o quadro" (Open board)**: After creating: opens the new board in the pipeline. Also appears: - After creating: "Quadro ‹nome› criado" (Board ‹name› created), which column the next leads arrive in, and the list of what was built. ##### "Cuidados do segmento" (Industry safeguards) dialog Title "Cuidados do segmento · ‹segmento›" (Industry safeguards · ‹industry›). Buttons and actions: - **"Entendi" (Got it)**: Closes the dialog. - **"Ver o que vem junto" (See what's included)**: Closes the dialog and opens the industry panel. Also appears: - The numbered list of safeguards and the note that it is a summary, not legal advice. ##### Search with no results, and error Buttons and actions: - **"Usar o Genérico" (Use Generic)**: On a search with no results: clears the search and opens the Generic template, which fits any business. - **"Limpar busca" (Clear search)**: On a search with no results: clears the search. - **"Tentar de novo" (Try again)**: When the templates failed to load: tries again. - **"Começar em branco" (Start blank)**: When the templates failed to load: opens the Blank panel. ##### Screen states - Loading: Skeletons of eight cards and the count "Carregando…" (Loading…); the industry panel shows the skeleton "Carregando o modelo do segmento" (Loading the industry template). - Nothing here yet: Search or filter with no results: "Nenhum segmento com “‹busca›”" (No industry matching “‹search›”) (or "com este filtro" (with this filter)), noting that the Generic template fits any business, with "Usar o Genérico" (Use Generic) and "Limpar busca" (Clear search). - If something goes wrong: "Não conseguimos carregar os modelos de segmento agora" (We couldn't load the industry templates right now), noting that no board was created and the current one keeps receiving leads, with "Tentar de novo" (Try again) and "Começar em branco" (Start blank). A template that won't open: "Não conseguimos abrir este modelo agora" (We couldn't open this template right now). - Person without the admin role: "Só administradores podem criar quadros" (Only admins can create boards), asking an admin to create the industry board. #### "Configurações do quadro" (Board settings) The "Configurações do quadro" (Board settings) screen is for defining the columns and each one's role in the pipeline, the deal fields and what each stage asks for, the automatic rules, the deadlines and round-robin, the card's appearance, and the board's name and vocabulary. Address in the dashboard: `/app/funil/‹…›/configuracoes` ![Screenshot of the "Configurações do quadro" (Board settings) screen. The "Configurações do quadro" (Board settings) screen is for defining the columns and each one's role in the pipeline, the deal fields and what each stage asks for, the automatic rules, the deadlines and round-robin, the card's appearance, and the board's name and vocabulary.](https://attendto.com.br/prints-do-manual/funil--configuracoes.png) The "Configurações do quadro" (Board settings) screen in the demo account, with sample data and blurred values. How to get there: The "Configurar quadro" (Configure board) button in the pipeline. "Marcar os papéis" (Assign roles) and "Configurar colunas" (Configure columns) open straight to "Colunas e etapas" (Columns and stages). With no section chosen, it opens at "Campos do cartão" (Card fields). Who uses it: Owner, Admin. ##### Header and rail The board name ("Funil · Quadro ‹nome›" (Pipeline · Board ‹name›)) and the section rail; the arrow keys, Home, and End move along the rail. Buttons and actions: - **"Voltar ao quadro" (Back to board)**: Returns to the pipeline, on the same board. - **"Colunas e etapas" (Columns and stages)**: Section for the columns, roles, and loss reasons. - **"Campos do cartão" (Card fields)**: Section for the deal fields and what each stage asks for. - **"Regras automáticas" (Automatic rules)**: Section for the "QUANDO" (WHEN) and "ENTÃO" (THEN) rules. - **"Rodízio e prazos" (Round-robin and deadlines)**: Section for each stage's deadline, the round-robin, and the status and band the column sets on the lead. - **"Aparência do cartão" (Card appearance)**: Section for what the card shows beyond the deal fields. - **"Nome e vocabulário" (Name and vocabulary)**: Section for the name, color, default board, vocabulary, and deleting the board. ##### "Colunas e etapas" (Columns and stages) The list of columns in board order, with each one's role. Buttons and actions: - **"Nova coluna" (New column)**: Opens the new column dialog. It goes in before the won column. - **"Editar" (Edit)**: Opens the column dialog. - **"Mudar a ordem de ‹coluna›" (Reorder ‹column›)**: Each column's handle: drag, or use the up and down arrows with the handle in focus. The order saves instantly. Also appears: - "‹n› colunas · ‹n› etapas intermediárias" (‹n› columns · ‹n› intermediate stages). - Per column: the name, "Pede ‹n› campos" (Asks for ‹n› fields) or "Não pede campo" (Asks for no fields), the deadline ("‹prazo› para assumir · rodízio" (‹deadline› to take over · round-robin), "‹prazo› para o próximo passo" (‹deadline› for the next step), or "Sem prazo" (No deadline)), "início da negociação" (start of negotiation), and the role or "Sem papel" (No role). - The note that the role feeds the "Investimento → Venda" (Spend → Sale) report, the conversions for ads, and the webhook notices. - The pending roles banner, on an old board with no roles. ##### Column dialog Title "Nova coluna" (New column) or "Editar a coluna ‹nome›" (Edit the column ‹name›). Fields and filters: - **"Nome da coluna" (Column name)** (required): Up to 40 characters. When empty it warns "Dê um nome à coluna." (Give the column a name.); when repeated, "Já existe uma coluna com este nome neste quadro." (A column with this name already exists on this board.). - **"Prazo para o próximo passo" (Deadline for the next step)**: "Sem prazo" (No deadline), 15 min, 30 min, 1 h, 24 h, or 3 days (the deadline from the template also appears). - **"Cor" (Color)**: "Cinza" (Gray), "Azul" (Blue), "Verde" (Green), "Âmbar" (Amber), "Ardósia" (Slate), "Petróleo" (Teal), "Verde-escuro" (Dark green), or "Coral". - **"Papel no funil" (Role in the pipeline)**: "Entrada" (Input), "Qualificado" (Qualified), "Atendimento" (Service), "Etapa intermediária" (Intermediate stage), "Ganho" (Won), or "Perdido" (Lost). Locked ones say why: "A primeira coluna é sempre a de entrada" (The first column is always the entry column), "A última coluna é sempre a de perdido" (The last column is always the lost column), "Só a primeira coluna" (Only the first column), "Só a última coluna" (Only the last column). "Já é o papel de ‹coluna›" (Already the role of ‹column›) doesn't lock: on save, the other one becomes "Etapa intermediária" (Intermediate stage). Buttons and actions: - **"Levar o prazo e o rodízio" (Carry over the deadline and round-robin)**: Switch that appears when you swap the role with another column that has a deadline or round-robin: on, they move to this column; off, they stay on the other one. - **"Início da negociação" (Start of negotiation)**: Switch, only on the "Etapa intermediária" (Intermediate stage): from here on the deal counts as in negotiation in Revenue and it is the highlighted stage in the report. Only one per board. - **"Copiar o nome na API da coluna" (Copy the column's API name)**: Copies the "Nome na API" (Name in the API), the key your system uses and that doesn't change when you rename. - **"Excluir coluna" (Delete column)**: Only when editing: opens the delete confirmation. - **"Cancelar" (Cancel)**: Closes without saving. - **"Salvar coluna" (Save column)**: Saves the column's changes. - **"Criar coluna" (Create column)**: Creates the new column. Also appears: - The panel "Com o papel ‹papel›" (With the role ‹role›) explains the effect of the chosen role. - Removing the Entry, Qualified, Won, or Lost role from a column without giving it to another warns that the board needs a column with that role. ##### "Excluir coluna" (Delete column) dialog Title "Excluir coluna “‹nome›”?" (Delete column “‹name›”?). Buttons and actions: - **"Cancelar" (Cancel)**: Closes without deleting. - **"Excluir coluna" (Delete column)**: Deletes the column, its cards, and the rules that point to it; the leads stay in the CRM. Disabled on a column with a required role. It cannot be undone. Also appears: - How many cards and how many rules go with it, or that the column is empty. ##### "Motivos de perda" (Loss reasons) The reasons the lost dialog offers on this board. Fields and filters: - **"Novo motivo" (New reason)**: The box "Ex.: Escolheu outra empresa" (E.g., Chose another company). When empty it warns "Escreva o motivo." (Write the reason.); when repeated it says where it already exists. - **"Vale para" (Applies to)**: "Toda a conta" (Whole account) (appears in the lost dialog of all boards) or "Só este quadro" (This board only). Buttons and actions: - **"Acrescentar" (Add)**: Adds the reason. - **"Tirar o motivo ‹motivo›" (Remove reason ‹reason›)**: The X on a reason that can be removed. Deals already lost for it keep the reason in the history. Also appears: - The groups "Do modelo ‹segmento›" (From the ‹industry› template), "Da sua conta · valem em todos os quadros" (From your account · apply to all boards), and "Só deste quadro" (This board only), with "Nenhum ainda" (None yet) in an empty group. - The note that general reasons appear on every board and which reason asks for one more field. ##### The six roles and where the role appears Also appears: - Each role with what it means, how many columns can have it, and which columns on this board use it. - Where the role appears: "Investimento → Venda" (Spend → Sale), "Conversões" (Conversions), and Webhooks. ##### "Campos do cartão" (Card fields) The deal fields apply to all of the account's boards. Buttons and actions: - **"Novo campo" (New field)**: Opens the new field dialog. - **"Mudar a ordem de ‹campo›" (Reorder ‹field›)**: Each field's handle: drag, or the up and down arrows. Changes the order on the card and in the panel. - **"No cartão" (On the card)**: Switch on each field: shows it on the front of the card. Up to three; the fourth warns "O cartão já mostra 3 campos" (The card already shows 3 fields). Disabled on a sensitive field. - **"Editar ‹campo›" (Edit ‹field›)**: The pencil on each field: opens the field dialog. - **"Arquivados (‹n›)" (Archived (‹n›))**: Opens and closes the list of archived fields. - **"Desarquivar" (Unarchive)**: Returns the field to the screens, with its saved values. - **"Usar os campos do modelo ‹segmento›" (Use the fields from the ‹industry› template)**: On an account with no fields, on a board created from an industry: creates the template's fields. Also appears: - "‹n› campos · ‹n› de 3 aparecem no cartão" (‹n› fields · ‹n› of 3 appear on the card). - Per field: the name, the pills "Sensível" (Sensitive) and "Pedido em ‹etapa›" (Required in ‹stage›), the type (and how many options, for a list), and "preenchido em ‹n› negócios" (filled in ‹n› deals) or "ainda sem valores" (no values yet). ##### What each stage asks for The data the agent fills in before the card enters each stage. Buttons and actions: - **"Pedir campo" (Request field)**: Opens the menu "Pedir em ‹etapa›" (Require in ‹stage›) with the fields the stage doesn't ask for yet. - **"‹campo›" (‹field›)**: In the menu: the stage starts asking for the field, for the next cards that enter. - **"Parar de pedir ‹campo› em ‹etapa›" (Stop requesting ‹field› in ‹stage›)**: The X on the required field's tag. Cards already filled in don't change. Also appears: - "Não pede nada" (Asks for nothing) on a stage with no requirement; the entry and the lost stage never ask for a field (the lost one asks for the reason). - The notice "Só vale para avançar" (Only applies when advancing): going back a stage or reopening never asks for data. ##### Previews Fields and filters: - **"Ao entrar na etapa" (On entering the stage)**: Choose the stage to see the mini dialog "Para entrar em ‹etapa›, preencha" (To enter ‹stage›, fill in) or "O cartão entra em ‹etapa› direto" (The card enters ‹stage› directly). Also appears: - "Assim o atendente vê o cartão" (This is how the agent sees the card): a sample card with the front fields. - The note that up to 3 fields appear on the front of the card and a sensitive field never appears there. ##### Field dialog Title "Novo campo" (New field) or "Editar ‹campo›" (Edit ‹field›), with the live preview beside it. Fields and filters: - **"Nome do campo" (Field name)** (required): The box "Ex.: Renda familiar" (E.g., Household income). When empty it warns "Dê um nome ao campo." (Give the field a name.); when repeated, "Já existe um campo com este nome. Escolha outro." (A field with this name already exists. Choose another.). - **"Tipo" (Type)**: "Texto" (Text), "Número" (Number), "Moeda" (Currency), "Data" (Date), "Lista" (List), or "Sim ou não" (Yes or no). Doesn't change after it's created. - **"Opções da lista" (List options)** (required): Only on the "Lista" (List) type: at least two options ("Crie pelo menos duas opções." (Create at least two options.)), up to 30. Enter creates the next one; the handle changes the order with the arrow keys. - **"Texto de ajuda" (Help text)**: Appears below the field for the agent. - **"Pedido para entrar em" (Request to enter)**: The stages on this board that ask for the field. Only applies when advancing. Buttons and actions: - **"Copiar o nome na API" (Copy the API name)**: Copies the field key your system uses in fields. - **"Marcar como sensível" (Mark as sensitive)**: In the notice "Parece um dado pessoal" (Looks like personal data) (income, CPF, document, birth date…): marks the field as sensitive. - **"Adicionar opção" (Add option)**: Adds an option to the list. - **"Remover opção ‹n›" (Remove option ‹n›)**: The trash can on each option. - **"Mostrar na frente do cartão" (Show on the front of the card)**: Switch: the field goes on the front of the card. Disabled on a sensitive field or when three fields are already on the front. - **"Dado sensível" (Sensitive data)**: Switch: the field never goes out in notices to other systems or in exports, stays masked in the panel, and is kept off the front of the card. - **"Manter sensível" (Keep sensitive)**: On a regulated-industry account, when turning off "Dado sensível" (Sensitive data) on a field that was already sensitive: cancels the change. - **"Desmarcar mesmo assim" (Unmark anyway)**: Confirms removing the sensitive mark; it is recorded. - **"Arquivar" (Archive)**: On a field with values: it disappears from the screens and the values are kept. - **"Excluir" (Delete)**: On a field with no values yet: deletes the field. - **"Cancelar" (Cancel)**: Closes without saving. - **"Criar campo" (Create field)**: Creates the field. - **"Salvar" (Save)**: Saves the field's changes. Also appears: - The "Nome na API" (Name in the API) (for integrators), which doesn't change once the field has values. - The live card preview, "Como o atendente preenche" (How the agent fills it in), and the mini dialog of the first stage that asks for the field. ##### "Regras automáticas" (Automatic rules) When something happens to the lead, the board moves, suggests, notifies, or starts a cadence. Fields and filters: - **"Gatilho" (Trigger)**: "QUANDO" (WHEN) lead is created, lead is qualified, lead turns hot, lead turns warm, meeting is scheduled, lead is handed off to an agent, agent replied to the lead, lead replies, or lead goes cold with no response. - **"Ação" (Action)**: "ENTÃO" (THEN) "Mover cartão" (Move card), "Sugerir movimento" (Suggest move), "Disparar cadência" (Start cadence), or "Avisar atendentes" (Notify agents). - **"Coluna" (Column)**: Only for "Mover cartão" (Move card) and "Sugerir movimento" (Suggest move): the destination column. - **"Cadência" (Cadence)**: Only for "Disparar cadência" (Start cadence): "Escolha a cadência" (Choose the cadence); a paused one shows marked as "(pausada)" (paused). Buttons and actions: - **"Adicionar regra" (Add rule)**: Creates the rule. Disabled while the column or the cadence is missing. - **"Remover regra" (Remove rule)**: The trash can on each rule: opens the confirmation "Remover esta regra?" (Remove this rule?), which has "Cancelar" (Cancel) and "Remover regra" (Remove rule). Also appears: - Each rule as a sentence: "QUANDO ‹gatilho› ENTÃO ‹ação›" (WHEN ‹trigger› THEN ‹action›), with "só em ‹coluna›" (only in ‹column›), "só avança" (only advances), or "cadência desligada" (cadence off) when they apply. - With no rules: "Nenhuma regra ainda — este quadro só se move no arrasto manual." (No rules yet — this board only moves by manual dragging.) - Cards that already moved because of a removed rule do not go back. ##### "Rodízio e prazos" (Round-robin and deadlines) One row per column; each change saves instantly. Fields and filters: - **"Status do lead" (Lead status)**: The status the lead gets on entering the column: "Sem status vinculado" (No linked status), "Novo" (New), "Em conversa" (In conversation), "Qualificado" (Qualified), "Descartado" (Discarded), "Transferido" (Transferred), or Opt-out. - **"Banda" (Band)**: The score the lead gets on entering: "Sem banda vinculada" (No linked band), "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), or "Sem score" (No score). - **"Tempo máximo nesta etapa" (Maximum time in this stage)**: In minutes, from 1 minute to 30 days; empty means no deadline. Saves when you leave the field. Buttons and actions: - **"Distribui pelo rodízio quando o cartão entra aqui" (Assigns via round-robin when the card enters here)**: Checkbox: the lead on the card that enters the column goes to the next person in the queue. Only works with round-robin turned on in "Configurações" (Settings) → "Equipe" (Team). Also appears: - With no columns: "Sem colunas ainda — crie a primeira em Colunas e etapas." (No columns yet — create the first one in Columns and stages.) ##### "Aparência do cartão" (Card appearance) Checkboxes for what the card shows beyond the deal fields; all come turned on. Buttons and actions: - **"Valor do negócio" (Deal value)**: Shows the deal value on the card. - **"Banda e score" (Band and score)**: Shows the score pill ("Quente 88" (Hot 88)). - **"Aderência ao cliente ideal" (Fit with the ideal customer)**: Shows the ICP tag. - **"Origem de anúncio" (Ad source)**: Shows the ad icon. - **"Tempo na coluna" (Time in column)**: Shows how long the card has been in the stage (with a deadline, it always appears). - **"Última fala do lead" (Lead's last message)**: Shows the lead's last message. - **"BANT (necessidade, orçamento, autoridade, prazo)" (BANT (need, budget, authority, timeline))**: Shows the letters N O A P. - **"Canal" (Channel)**: Shows the channel icon and the account name. - **"Barra de jornada" (Journey bar)**: Shows the progress bar across the stages. ##### "Nome do quadro" (Board name) Fields and filters: - **"Nome" (Name)**: Saves when you leave the field or press Enter. Empty goes back to the previous name. - **"Cor do quadro" (Board color)**: Six colors; saves on selection. Buttons and actions: - **"Definir como padrão" (Set as default)**: Makes this the board that opens first in the pipeline and where integrations place leads when no board is chosen. On the default board, the button reads "É o padrão" (It's the default), disabled. ##### Board vocabulary What this board calls the person who serves, the person who is served, what is negotiated, and the win. Fields and filters: - **"Quem atende" (Who serves)**: E.g., Broker. Appears in the filter, on the card, in the notices, and in this board's round-robin. - **"Quem atende, no plural" (Who serves, plural)**: E.g., Brokers. - **"Quem é atendido" (Who is served)**: E.g., Customer. - **"O que se negocia" (What is negotiated)**: E.g., Property. - **"Como chamar um ganho" (What to call a win)**: Used in the "Investimento → Venda" (Spend → Sale) report. - **"Ganhos, no plural" (Wins, plural)**: Used in the "Investimento → Venda" (Spend → Sale) report. Buttons and actions: - **"Salvar vocabulário" (Save vocabulary)**: Saves the six words; disabled with no change. If any is empty it warns "Preencha as seis palavras do vocabulário." (Fill in the six vocabulary words.). ##### "Excluir quadro" (Delete board) Removes the board from the pipeline. The leads stay in the CRM; free cards are lost. Fields and filters: - **"Novo quadro padrão" (New default board)**: Only when deleting the default board when there are others: choose which one becomes the default; the delete button only turns on after you choose. Buttons and actions: - **"Excluir quadro" (Delete board)**: Opens the confirmation "Excluir quadro “‹nome›”?" (Delete board “‹name›”?), with how many cards and how many free cards the board has. - **"Cancelar" (Cancel)**: Closes without deleting. Also appears: - If it is the only board: a new default board, from the Generic template, is created on the next visit to the pipeline. - It cannot be undone. ##### Screen states - Loading: Skeleton of a title and rows ("Carregando o quadro" (Loading the board)); the "Campos do cartão" (Card fields) section has its own skeleton, "Carregando os campos" (Loading the fields). - Nothing here yet: "Colunas e etapas" (Columns and stages) with no columns: "Nenhuma coluna ainda" (No columns yet). "Campos do cartão" (Card fields) with no fields: "Nenhum campo ainda" (No fields yet), with "Novo campo" (New field) and, on an industry board, "Usar os campos do modelo" (Use the template's fields). - If something goes wrong: "Não conseguimos carregar o quadro" (We couldn't load the board), noting that the cards are still saved, with "Tentar de novo" (Try again). In the fields section: "Não conseguimos carregar os campos do cartão" (We couldn't load the card fields). - Person without the admin role: "Só administradores podem editar o quadro" (Only admins can edit the board), explaining that columns, fields and rules are changed by whoever administers the account, with "Voltar ao quadro" (Back to board). ### Step by step #### How to create a pipeline board from your industry template 1. In "Funil" (Pipeline), click **"Novo quadro" (New board)**. 2. Search for the industry in **"Buscar segmento" (Search industry)** (for example, “dentist”) and click its card. 3. In the panel, check the **"Nome do quadro" (Board name)**, uncheck the fields you don't want and add loss reasons with **"Acrescentar" (Add)**. 4. Under "Quem recebe os leads novos" (Who receives new leads), decide whether the old board stops receiving new leads and whether the new one becomes the default with **"Tornar este o quadro padrão" (Make this the default board)**. 5. Click **"Criar quadro" (Create board)** and then **"Abrir o quadro" (Open board)**. #### How to move a card to the next pipeline stage 1. Drag the card to the next column; or open the card and click **"Mover para ‹próxima etapa›" (Move to ‹next stage›)**. 2. If the stage asks for data, fill in the "Para entrar em ‹etapa›, preencha" (To enter ‹stage›, fill in) dialog and click **"Salvar e mover" (Save and move)**; **"Cancelar" (Cancel)** returns the card. 3. By keyboard: with the card focused, use Alt with the right arrow. 4. To return the card to automatic mode after moving it by hand, use **"Religar automação" (Turn automation back on)** in the **"Mais ações" (More actions)** menu. #### How to mark a deal as won or lost 1. On the card, open **"Mais ações" (More actions)** and choose **"Marcar como ganho" (Mark as won)** or **"Marcar como perdido" (Mark as lost)** (or drag it to the won or lost column). 2. For a win, check the **"Valor do negócio" (Deal value)** and click **"Confirmar ganho" (Confirm won)**. 3. For a loss, choose the reason in "Por que perdemos?" (Why did we lose?), write the **"Observação (opcional)" (Note (optional))** and click **"Confirmar perdido" (Confirm lost)**. 4. To undo, use **"Reabrir negócio" (Reopen deal)**: the card goes back to the previous stage. #### How to create a column and set its role in the pipeline 1. In "Funil" (Pipeline), click **"Configurar quadro" (Configure board)** and open **"Colunas e etapas" (Columns and stages)**. 2. Click **"Nova coluna" (New column)**, type the **"Nome da coluna" (Column name)** and choose the **"Cor" (Color)**. 3. Under **"Papel no funil" (Role in the pipeline)**, choose the role (for example, "Etapa intermediária" (Intermediate stage)) and, if you like, turn on **"Início da negociação" (Start of negotiation)**. 4. Click **"Criar coluna" (Create column)** and drag the handle to put the column in the right position. #### How to set a deadline (SLA) on a stage and assign leads through round-robin 1. In **"Configurar quadro" (Configure board)**, open **"Rodízio e prazos" (Round-robin and deadlines)**. 2. On the column's row, fill in **"Tempo máximo nesta etapa" (Maximum time in this stage)** in minutes (empty means no deadline). 3. Check **"Distribui pelo rodízio quando o cartão entra aqui" (Assigns via round-robin when the card enters here)** to send the lead to the next person in the queue. 4. Check that round-robin is on in "Configurações" (Settings) → "Equipe" (Team); otherwise the column shows "Rodízio desligado" (Round-robin off). #### How to create a deal field and ask for it on a stage 1. In **"Configurar quadro" (Configure board)**, open **"Campos do cartão" (Card fields)** and click **"Novo campo" (New field)**. 2. Fill in the **"Nome do campo" (Field name)**, choose the **"Tipo" (Type)** and, for a list, the **"Opções da lista" (List options)**. 3. Under **"Pedido para entrar em" (Request to enter)**, check the stages that ask for the field; turn on **"Mostrar na frente do cartão" (Show on the front of the card)** or **"Dado sensível" (Sensitive data)** if applicable. 4. Click **"Criar campo" (Create field)**. To adjust it later, use **"Pedir campo" (Request field)** in "O que cada etapa pede" (What each stage requires). #### How to create an automatic rule on the pipeline board 1. In **"Configurar quadro" (Configure board)**, open **"Regras automáticas" (Automatic rules)**. 2. Choose the **"Gatilho" (Trigger)** (for example, "QUANDO lead vira quente" (WHEN lead turns hot)) and the **"Ação" (Action)** (for example, "ENTÃO Mover cartão" (THEN Move card)). 3. Choose the destination **"Coluna" (Column)**, or the **"Cadência" (Cadence)** in the "Disparar cadência" (Start cadence) action. 4. Click **"Adicionar regra" (Add rule)**. To remove one, use **"Remover regra" (Remove rule)** and confirm. #### How to delete a pipeline board 1. In **"Configurar quadro" (Configure board)**, open **"Nome e vocabulário" (Name and vocabulary)**. 2. On the "Excluir quadro" (Delete board) card, click **"Excluir quadro" (Delete board)**. 3. If it is the default board, choose the **"Novo quadro padrão" (New default board)**. 4. Confirm in **"Excluir quadro" (Delete board)**. The leads stay in the CRM; standalone cards (with no lead) are lost. ### Frequently asked questions #### Who can create, configure and delete pipeline boards? Only the Owner and the account's Admins. Agents work the cards (dragging, filling in data, marking won or lost), but see "Novo quadro" (New board) and "Configurar quadro" (Configure board) disabled. #### Does removing a card from the board delete the lead? No. The lead stays in the CRM and in the conversations; only this board's card goes away. A standalone card, which has no lead, is deleted for good. #### What does the Manual badge on the card mean? That someone on the team moved the card by hand. From then on, rules and the AI no longer move this card on their own, until someone uses "Religar automação" (Turn automation back on). #### Why doesn't the account filter appear? It only appears under "Mais filtros" (More filters) when there are two or more active accounts on the same channel, such as two WhatsApp numbers. With a single account, it wouldn't separate anything. #### What does the board search find? The lead's name, the company, the title of a standalone card and the deal's non-sensitive text data, ignoring accents and capitalization. #### Are the pipeline filters saved? No. They apply while you are on the board; when you switch boards or reload the page, they return to normal. #### Why doesn't the total appear at the top of a column? The total only appears when it is greater than zero and never on the lost column. It uses the board's currency field or, without one, the deal value of the cards. #### Can an agent see a deal's sensitive data? The sensitive field appears masked in the card panel. The "Mostrar" (Show) button reveals the value and records in the audit log who opened which field of which lead. ### Guide: "Funil" (Pipeline) The board where each lead becomes a card and each column is a stage of the sale. Drag, see how much is at stake, and leave part of the work on automatic. A good conversation that nobody follows up becomes a lost conversation. The pipeline exists so you can see, at a glance, where each deal stands and how much money is sitting in each stage. #### The board On screen: The Commercial pipeline board: the boards bar, the round-robin, the filters with the summary and More filters, the stage markers, and the columns with the name, the count, the deadline, and the cards. One card per lead, one column per stage. 1. **Which board you are viewing**: You can have more than one: one for new sales, another for renewals, another for a specific campaign. A board created from an industry template carries that industry's icon, and **"Novo quadro" (New board)** opens the industry gallery. Next to it, **"Configurar quadro" (Configure board)** leads to the columns, fields, and rules; deleting a board is done there, under **"Nome e vocabulário" (Name and vocabulary)**. 2. **Filtering the board**: Search by name or by a deal detail, and filter by who is handling the deal, by the deal's list fields, and by ad campaign. The summary on the right shows how many deals are open and how much they add up to. Next to it, **"Mais filtros" (More filters)** opens the rest: only hot deals, only those the AI moved (**"Automático" (Automatic)**), only those you moved (**Manual**), only leads that came from an ad, **"Só estourados" (Overdue only)**, **"Ganhos" (Won)** and **"Perdidos" (Lost)**, the channel and, with more than one connected WhatsApp number, the account. When any of them is on, the button shows how many. 3. **"Ir para a etapa" (Go to stage)**: One marker per stage, with how many cards it has. Clicking scrolls the board to that column, and the marker for the stage in view is highlighted. 4. **The top of the column**: The stage name and how many cards it has; below, the deadline, the round-robin, and the **sum of values**, which only appears when it is above zero. The sum uses the first currency field shown on the front of the card (the property value, in the "Imobiliária" (Real Estate) template); with no currency field on the board, it uses the deal value. It is the number that answers "how much do I have in proposals right now?" The summary at the top also adds up the deal value of cards that do not have the field yet. 5. **The card**: At the top, the name and the conversation's score ("Quente" (Hot), "Morno" (Warm), "Frio" (Cold)); right below, the deal's first text field (the property of interest, in the "Imobiliária" (Real Estate) template) and, when the round-robin passed the lead along, who did not take it in time; then the deal data shown on the front of the card; in the footer, how long the card has been in the stage, who has it (or **"Com a IA" (With the AI)**), and the ad icon. The **"Aparência do cartão" (Card appearance)** setting, in "Configurar quadro" (Configure board), also turns on the lead's last sentence, the letters **N O A P** of BANT, the channel, and the journey bar. #### The basics 1. **Drag the card**: From the current column to the next one. If you prefer the keyboard: with the card in focus, the arrow keys move it and the space bar drops it. 2. **Enter the deal value**: Open the card and type what it is worth. Without this, the column sum is just a head count. 3. **Create your own columns**: The stages that come ready-made are a starting point. In **"Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages)**, rename, remove, and create columns, and set each column's role in the pipeline until the board describes the way you sell. A new board starts from your industry's template, under **"Novo quadro" (New board)** — see [Pipeline by industry](https://attendto.com.br/en/manual/funil); if you cannot find your industry, use the Generic template. > **What you write overrides what the AI calculated:** If you type the deal value by hand, the AI no longer overwrites it. The same applies to the column: a card you moved stays where you left it. #### Leaving part of it on automatic Each board can have rules: **when this happens, do that**. They save you from having to remember to move a card after every scheduled meeting. - **Common triggers**: The lead became hot, the AI scheduled a meeting, the lead went silent for X days, the conversation was closed, a new message arrived. For the ready-order column, use **"lead vira quente → Mover cartão" (lead becomes hot → Move card)**: with **"Conduzir até o pedido completo" (Guide through to the complete order)** on (the default for new accounts), in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) → "IA & persona" (AI & persona), the trigger **"lead é transferido para atendente" (lead is transferred to agent)** fires when the order is complete (the conversation goes to the team to confirm) or when the AI cannot continue safely. - **What the rule can do**: Move the card to another column, suggest the move for someone to confirm, trigger a cadence, or notify the agents. > **Start with just one rule:** Three rules created on the same day get in each other's way, and you cannot tell which one moved what. Turn one on, watch it run for a week, then turn on the next. #### Deadline per stage and round-robin On screen: "Imobiliária" (Real Estate) board with the "Qualificado" (Qualified) column set with a 15 min deadline and the round-robin; each card's time shows as “9 of 15 min”, in green, amber, or red, and "Mais filtros" (More filters) open shows "Só estourados" (Overdue only) with the count. The card's time changes color with the deadline; "Só estourados" (Overdue only), under "Mais filtros" (More filters), shows how many have gone over. Each column can have a **maximum time**: how long a card can stay there before it goes overdue. It is under **"Configurar quadro" (Configure board)**: in each column's dialog (**"Colunas e etapas" (Columns and stages)**, "Prazo para o próximo passo" (Deadline for the next step)) or under **"Rodízio e prazos" (Round-robin and deadlines)**, in minutes; empty means no deadline. With a deadline, the time in the card footer starts counting against it ("9 of 15 min") and changes color: **green** within the deadline, **amber** from the halfway point, **red** once it is over, and then it says "estourou" (overdue). **"Só estourados" (Overdue only)**, under **"Mais filtros" (More filters)**, shows how many there are and leaves only those on screen. The same column can **distribute through the round-robin**: when a card enters it (by drag, by an accepted suggestion, or by automation), the lead's conversation goes to the next agent in the queue, with their name on the card. The round-robin is turned on in ["Configurações → Equipe" (Settings → Team)](https://attendto.com.br/en/manual/configuracoes); while it is off, the mark on the column does nothing. - **Strike**: With the round-robin on, a card that goes over its deadline with a responsible agent gives that agent a strike and passes the lead to the next in the queue. It applies to columns with the role "Entrada" (Input), "Qualificado" (Qualified), and "Atendimento" (Service), and to columns with no role. In an intermediate stage, going overdue only notifies whoever has the card (or the account Owner, when the card has no one responsible or when the responsible person does not log in to the dashboard), with no strike and no change of agent. The sweep runs every 5 minutes, and each stay in a column earns at most one strike or one notice. - **3 strikes in 7 days**: The agent leaves the round-robin: they stop receiving new leads until the Owner puts them back, under "Equipe" (Team). They keep handling what they already have. - **No one available**: If everyone is full or out of the round-robin, the lead stays in the handoff queue as usual and the Owner receives a notice. > **Start with a generous deadline:** A deadline the team does not meet on a normal day fills the board with red and knocks everyone out of the round-robin in the first week. Measure the stage's typical time first and set the deadline a little above it. #### Won and lost: the deal has an end On screen: "Marcar como perdido" (Mark as lost) dialog over the board: the reason buttons, a notes field, and the "Confirmar perdido" (Confirm lost) button. Lost asks for the reason; won confirms the value. The card goes to the right column and the cadence stops. A column with the role **"Ganho" (Won)** or **Perdido** marks the deal's outcome: the role is chosen in **"Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages)**, in the column's dialog. New boards are already created with both roles set; on existing ones, you set them. From then on, dropping a card in that column opens the question: **"por que perdemos?" (why did we lose?)** or **"por quanto ganhamos?" (how much did we win for?)** (the deal value: with a currency field filled in, such as the property value, that is the value used, in place of the budget the AI estimated in the conversation; a value someone typed stays, and the hint offers to use the field's value). The reasons come in three groups: those of this board (the industry template's and those only for it), those of your account, and the product's general ones ("Preço" (Price), "Não é agora" (Not now), "Concorrente" (Competitor), "Sem resposta" (No response), "Não era para nós" (Not a fit), "Outro" (Other)). A reason can ask for an extra field, which appears right below; and the won column can ask for its fields before marking. "Cancelar" (Cancel) leaves the card where it was. You can also mark it from the card's **⋮** menu or from the side panel buttons, without dragging: the card goes on its own to the outcome column. On the card, the score pill becomes **"Ganho" (Won)** (with the win date in the footer) or **Perdido** (with the reason under the name), the lead's follow-up cadences stop, and the lead record and the card's history log who marked it, when, and the note. Under **"Mais filtros" (More filters)** you will find **won, lost, and the win rate for the last 30 days** and the **"Ganhos" (Won)** and **"Perdidos" (Lost)** filters. - **"Reabrir negócio" (Reopen deal)**: From the card menu or the side panel. It clears the outcome, returns the card to the stage before the outcome column, and keeps the old record in the trail. Cadences do not come back on their own. - **Why the reason is required**: The Revenue numbers (why we lose, how much sat idle because of price) and the ideal customer calculated by the AI come from it, and the AI learns from who won and who lost. Without a reason, a lost deal teaches nothing. - **The Perdido column and lead status**: The templates' Perdido column also changes the lead's status to disqualified, as it always has. The outcome is a separate record, of the deal; a lead disqualified today can become a won deal after being reopened. #### Inside the card Each card starts with the **photo** of who it represents, when one exists — today, people who came through Instagram. Without a photo, a circle with initials: the board looks like the [Inbox](https://attendto.com.br/en/manual/inbox), and at a glance you recognize the person before reading the name. Clicking the card (or **Enter**, with it in focus) opens the panel next to the board, which stays visible and draggable: the stage and how long the card has been in it, who has it, where the lead came from, the conversation's **"Resumo da IA" (AI summary)**, the deal's history (where it has been and how long it stayed in each stage), and the **"Abrir no Inbox" (Open in Inbox)** shortcut. This is where the answer to "what happened with this customer again?" comes from. The **X** closes the panel and returns you to the card. The same panel holds the **"Dados do negócio" (Deal data)** (the account's fields, which save when you leave the field), the **"Próxima etapa" (Next stage)** box with what is missing for the card to advance, and the **"Mover para" (Move to)** buttons for the next stage or another one. Up to three fields also appear on the front of the card. How to create fields and say what each stage requires is covered in [Pipeline by industry](https://attendto.com.br/en/manual/funil). #### When the board stops helping - **A column that only grows**: Cards going in and never coming out is a symptom of a poorly defined stage, not of a slow team. Ask what has to happen for the card to leave; if no one can answer in one sentence, the column does not really exist and is worth merging with its neighbor. - **The rule moved a card you did not want moved**: Drag it back. What you do by hand beats automation, and the card keeps a record of who moved it and why — that is how you find which rule is too broad. - **Duplicate cards for the same lead**: It happens when the same person comes in through two channels. Merge the contacts in ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos) and the board shows a single card. - **The deal value does not match the proposal**: The value you type by hand on the card beats any automatic estimate. If it is wrong, it is because no one corrected it after the proposal changed. > **A healthy board looks like this:** Few columns, each with an exit criterion that fits in one sentence, and no card sitting longer than your normal sales cycle. If you have to scroll the column to see the end of it, there are probably two stages hidden inside. In the dashboard: "Abrir o Funil" (Open Pipeline). ### Guide: Pipeline by industry Ready-made template, the role of the stages, and what each one requires #### Start from your industry's template 1. **Open "Funil" (Pipeline) → "Novo quadro" (New board)**: The gallery shows the 17 industries; the search understands the name of the business (“dentista” finds "Odontologia" (Dentistry)). Your account's industry comes first, with the **"Segmento da sua conta" (Your account's industry)** badge; if your industry's template was built by the AI, it appears as one more card, with the **"Gerado pela IA" (Generated by AI)** pill. 2. **Open the industry**: See what comes with it: the columns with each one's role, the deal fields, the loss reasons and, for industries with safeguards, the professional-council and LGPD rules. 3. **Adjust what comes with it**: Uncheck the fields you do not want and add loss reasons for this board only. The front of the card shows up to three fields, counting all the account's boards: if the card is already full, the panel tells you which ones stay only in the card panel. 4. **Decide who receives new leads**: Decide whether the old board stops receiving new leads and whether the new one becomes the default. Only the rules that create cards are turned off: the notices and the new-lead cadence keep running. On screen: The industry gallery under "Funil" (Pipeline) → "Novo quadro" (New board): the board bar, the industry search, the "Com cuidados do segmento" (With industry-specific safeguards) filter, and the cards for "Imobiliária" (Real Estate), "Clínica médica" (Medical clinic), "Odontologia" (Dentistry), and others, each with its stages, fields, and reasons. The industry gallery: each card shows the stages, fields, and loss reasons the board brings. On screen: The "Imobiliária" (Real Estate) board: the board bar, the round-robin on in "Qualificado" (Qualified), the filters, the summary of open deals, the stage markers, and the columns with the cards. The board created from the "Imobiliária" (Real Estate) template. The "Pasta" (Application file) and "Aprovação de crédito" (Credit approval) stages ask for data before the card enters. #### The role of each column The column name is yours. In **"Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages)**, each column also declares its **"Papel no funil" (Role in the pipeline)**, and the role is what Revenue, webhooks, and the ["Investimento → Venda" (Spend → Sale)](https://attendto.com.br/en/manual/investimento) report use: the report's bars and columns follow the board's stages, and the won column says what counts as a sale. | "Papel" (Role) | What it means | How many per board | | --- | --- | --- | | "Entrada" (Input) | Where a new lead enters on its own | One, the first column | | "Qualificado" (Qualified) | The AI has qualified the lead; the round-robin and the deadline to take it start here | One | | "Atendimento" (Service) | A team member has taken over the conversation | None or one | | "Etapa intermediária" (Intermediate stage) | The steps of your process | As many as you need | | "Ganho" (Won) | Closed deal: asks for the value | One | | Perdido | Lost deal: asks for the reason | One, the last column | > **Changing a column's role:** To move the won or qualified role to another column, first give the role to the other one: the board is never left without them. For the same reason, the entry, qualified, won, or lost column cannot be deleted. When you give a column a role that already belongs to another, the other one becomes "Etapa intermediária" (Intermediate stage). #### The stages and what each one requires Each stage can require fields before the card enters. When you drag to a stage with a missing field, a dialog opens asking for what is missing. Going back a stage or reopening never asks for anything. In the "Imobiliária" (Real Estate) template: | Stage | Requires | | --- | --- | | "Visita" (Visit) | "Imóvel de interesse" (Property of interest) | | "Pasta" (Application file) | "Valor do imóvel" (Property value) and "Tipo de financiamento" (Financing type) | | "Aprovação de crédito" (Credit approval) | "Banco" (Bank) and "Data de envio da pasta" (Application file submission date) | | "Venda" (Sale) | "Data da aprovação" (Approval date) | On screen: The "Para entrar em Pasta, preencha" (To enter Pasta, fill in) dialog: the path from "Visita" (Visit) to "Pasta" (Application file), the "Valor do imóvel" (Property value) field in reais, the "Tipo de financiamento" (Financing type) options, and the "Cancelar" (Cancel) and "Salvar e mover" (Save and move) buttons. When advancing to a stage that requires data, the dialog asks only for what is missing. Cancel returns the card to the stage it came from. When the AI wants to move the card and some data is missing, the card gets the suggestion to advance, with the list of what is missing, and the agent completes it with one click (**"Preencher e mover" (Fill in and move)**). By keyboard: with the card in focus, **Alt** with the right or left arrow moves it between stages, and **Enter** opens the card. What each stage requires is under **"Configurar quadro" (Configure board) → "Campos do cartão" (Card fields) → "O que cada etapa pede" (What each stage requires)**. #### Round-robin and deadline The qualified lead (or one handed off by the AI) lands in the column with the role **"Qualificado" (Qualified)**, and the round-robin delivers it to the next agent in the queue. The agent has the column's deadline to reply to the lead (15 minutes in the "Imobiliária" (Real Estate) template). When they reply, the card moves on its own to the service column and the deadline stops running. With no reply, the lead goes to the next agent and the agent gets a late mark; three late marks in 7 days remove the agent from the queue. In an intermediate stage with a deadline, going overdue notifies whoever has the card (or the account Owner, when that person does not log in to the dashboard), with no late mark and no change of agent. The board card shows who is in the queue and who is next in turn, and the card of the lead that was passed along says who did not take it in time. #### "Motivos de perda" (Loss reasons) The loss dialog asks for a reason. The template's reasons come from the industry; under **"Colunas e etapas" (Columns and stages) → "Motivos de perda" (Loss reasons)** you add your account's (they apply to all boards) and those for this board only. A reason can ask for an extra field: in the "Imobiliária" (Real Estate) template, “"Crédito reprovado" (Credit denied)” asks for the "Motivo da reprovação" (Denial reason). Removing a reason does not erase the history of those already lost because of it. #### Deal data and sensitive data The fields appear in the card panel, and up to three of them on the front of the card. The currency field fills in like a card terminal: the last two digits are the cents (38000000 becomes 380.000,00). They apply to all of the account's boards and are created under **"Configurar quadro" (Configure board) → "Campos do cartão" (Card fields)**: name, type (text, number, currency, date, list, or yes or no), help text, and the stages that require the field. On screen: "Configurar quadro" (Configure board) → "Campos do cartão" (Card fields): the list of fields with the type, the stages that require each one, how many deals already have a value, and the "No cartão" (On the card) switch; next to it, the card preview and what the "Pasta" (Application file) stage requires. "Campos do cartão" (Card fields): what appears on the front of the card (up to three) and what each stage requires before the card enters. A field marked as sensitive stays hidden until someone clicks **"Mostrar" (Show)**; the click is logged, and the history shows only “value changed”, without the value. Sensitive data does not appear on the front of the card or in notices to other systems. In health industries, the health fields already come marked as sensitive. > **Archive instead of deleting:** A field that already has values cannot be deleted: archive it. It disappears from the screens and the values are kept; when you unarchive it, they return to the cards. #### Updating the stage through your system Your CRM can move the card through the API, with the integration key, using each column's **"Nome na API" (Name in the API)** (under "Colunas e etapas" (Columns and stages)). This permission comes **off**: turn it on in ["Integrações" (Integrations) → "Entrada de leads" (Lead intake)](https://attendto.com.br/en/manual/integracoes) → **"Editar" (Edit)**. With it off, the key can only send leads. > **Note:** A sale marked by your system also goes to [Meta conversions](https://attendto.com.br/en/manual/integracoes). Turn it on only for a system you trust. #### Frequently asked questions **Can a lead appear on two boards?** It can, if both boards have a new-lead rule. When creating the board from the industry template, leave on the option that stops the old board from receiving new leads. **My industry is not on the list. Now what?** Use the Generic template: simple stages that you rename and complete under "Colunas e etapas" (Columns and stages). The role of each column already comes set. Or, in "Configurações" (Settings) → "Seu segmento" (Your industry), choose **"Outro segmento" (Other industry)** and the AI builds your industry's template, with a preview before you use it ([Account ready for your industry](https://attendto.com.br/en/manual/configuracoes)). **What is “in negotiation” in Revenue?** On the "Imobiliária" (Real Estate) board, they are the cards in "Pasta" (Application file) and in "Aprovação de crédito" (Credit approval). In the dashboard: "Abrir a galeria de segmentos" (Open the industry gallery). How people search: sales kanban; WhatsApp sales pipeline; how to create a board in the pipeline; drag a card to another stage; mark deal as lost; loss reason; stage deadline sla; lead round-robin; custom deal fields; pipeline template by industry; pipeline automation rules; delete pipeline board; deal value on card. ## Follow-up: automatic cadences that re-engage leads who stopped replying URL: https://attendto.com.br/en/manual/follow-up Menu: Operations > Follow-up Follow-up is the cadences screen: automatic sequences of steps that re-engage the lead who stopped replying and stop on their own when the lead replies, when a human takes over or when the deal reaches an outcome. When it appears: For the Owner and Admins only. The "Resultados" (Results), "Biblioteca" (Library) and "Limites" (Limits) tabs, the goal, the audience, the pipeline and ICP triggers, the conditions, A/B testing, AI audio, the team task and the best-time adjustment appear with the Revenue AI module active (advanced follow-up); without it, the screen shows the simple linear sequence. ### Who can use it - Owner: Sees the item in the menu and can do everything: create, edit, turn on, pause and delete cadences, view the results, use the library and change the limits. - Admin: The same as the Owner, including the limits. - Agent: Does not see the item in the menu. If opened through the URL, the screen sends them back to the "Painel" (Dashboard). ### Screens #### Follow-up The Follow-up screen is for creating, turning on and tracking follow-up cadences, which send automatic steps to the lead who went quiet and stop when the lead replies. Address in the dashboard: `/app/followup` ![Screenshot of the Follow-up screen. The Follow-up screen is for creating, turning on and tracking follow-up cadences, which send automatic steps to the lead who went quiet and stop when the lead replies.](https://attendto.com.br/prints-do-manual/follow-up--cadencias.png) The Follow-up screen in the demo account, with sample data and blurred values. How to get there: Through the Follow-up menu item. The same section exists in "Configurações" (Settings) → "Cadências" (Cadences). ##### Header and tabs The title changes with the module: "Cadências · o follow-up vira um fluxo" (Cadences · follow-up becomes a flow) with advanced follow-up, "Cadências de follow-up" (Follow-up cadences) without it. Buttons and actions: - **"Cadências" (Cadences)**: The list of the account's cadences (the tab that opens first). - **Editor**: Appears only while a cadence is being created or edited. - **"Resultados" (Results)**: The numbers of a cadence. Only with advanced follow-up. - **"Biblioteca" (Library)**: The ready-to-use cadences. Only with advanced follow-up. - **"Limites" (Limits)**: The safeguards that apply to all cadences. Only with advanced follow-up. Also appears: - Without the module, the notice that advanced Follow-up is part of the Revenue AI module and is turned on in "Módulos" (Modules). ##### Cadence list Buttons and actions: - **"Nova cadência" (New cadence)**: Opens the editor with a blank cadence, paused, with a 48-hours-without-reply trigger and one step. - **"Ativa" (Active)**: Each cadence's checkbox turns the sequence on and pauses it; the text beside it says "Ativa" (Active) or "Pausada" (Paused). Turning on a cadence with a template step and no template chosen is refused with an explanation. - **"Resultados" (Results)**: Opens the "Resultados" (Results) tab already on this cadence. Only with advanced follow-up. - **"Editar" (Edit)**: Opens the cadence in the editor. - **"Excluir" (Delete)**: Opens the delete confirmation. Also appears: - The cadence name and "‹gatilho› · ‹n› passo(s)" (‹trigger› · ‹n› step(s)). - The tags for the goal, "melhor momento" (best time), "A/B", "condições" (conditions) and "tarefa" (task), when the cadence has them. - On a paused cadence with a template step and no template: "Escolha o modelo aprovado para o passo ‹n› e ligue a cadência." (Choose the approved template for step ‹n› and turn the cadence on.) ##### Dialog "Excluir esta cadência?" (Delete this cadence?) Buttons and actions: - **"Excluir cadência" (Delete cadence)**: Deletes the cadence. It stops sending right away, even for people in the middle of the sequence. It cannot be undone; the X or Esc closes the dialog without deleting. ##### Editor: cadence summary Title "Nova cadência" (New cadence) or "Editar cadência" (Edit cadence). Fields and filters: - **"Nome" (Name)** (required): Box with the placeholder "Ex.: Recuperar quem sumiu" (E.g., Win back those who went quiet). Without a name, "Salvar cadência" (Save cadence) stays disabled. - **"Objetivo" (Goal)**: Only with advanced follow-up. No declared goal, "Agendar reunião" (Schedule a meeting), "Retomar proposta" (Resume proposal), "Recuperar negociação parada" (Recover a stalled deal), "Reativar “não é agora”" (Reactivate “not now”), "Reengajar lead frio" (Re-engage a cold lead) or "Fazer voltar quem não compareceu" (Bring back no-shows). It goes into the instruction of each step written by the AI. - **"Gatilho de entrada" (Entry trigger)**: When the lead enters: "Sem resposta há X horas" (No reply for X hours), "Virou uma temperatura (BANT)" (Became a temperature (BANT)), "Mudou de status" (Status changed) or "Só pelo Funil (regra de retomada)" (Pipeline only (resume rule)). With advanced follow-up, also "Entrou numa etapa do Funil" (Entered a pipeline stage), "Ficou N dias numa etapa" (Stayed N days in a stage), "Estourou o prazo da etapa" (Exceeded the stage deadline), "Perdido por “não é agora” há N dias" (Lost as “not now” N days ago) and "ICP alto sem resposta há N horas" (High ICP with no reply for N hours). - **"‹valor do gatilho›" (‹trigger value›)**: It changes with the trigger: "Horas sem resposta" (Hours without reply), "Temperatura" (Temperature) ("Quente" (Hot), "Morno" (Warm), "Frio" (Cold)), Status, "Em conversa" (In conversation), "Qualificado" (Qualified), "Descartado" (Discarded), "Transferido" (Transferred)), "Etapa" (Stage) (the board, when there is more than one, and the pipeline stage), "Etapa e dias" (Stage and days) (with the days stalled), "Dias desde o perdido" (Days since lost). For the deadline trigger, the sentence "Quando o cartão estoura o prazo da etapa (SLA) no Funil." (When the card exceeds the stage deadline (SLA) in the pipeline.) - **"Público" (Audience)**: Only with advanced follow-up. Shows the summary of who enters ("Todo mundo que bate o gatilho" (Everyone who matches the trigger), ICP ≥ 40…); clicking "editar" (edit) opens the audience fields. Buttons and actions: - **"Cadência ativa" (Active cadence)**: The switch at the top of the editor: the cadence is saved on ("Ativa" (Active)) or paused ("Pausada" (Paused)). Also appears: - On a cadence with an advanced follow-up trigger opened without the module: "Esta cadência usa um gatilho do follow-up avançado. Com o módulo Revenue AI desligado ela fica inerte: nada é matriculado até religar." (This cadence uses an advanced follow-up trigger. With the Revenue AI module off it stays inert: nobody is enrolled until you turn it back on.) ##### "Público" (Audience) Who enters the cadence. Empty means everyone who matches the trigger. Fields and filters: - **"ICP mínimo" (Minimum ICP)**: "Aderência ao cliente ideal" (Fit with the ideal customer), from this value, 0 to 100. - **"ICP máximo" (Maximum ICP)**: "Aderência ao cliente ideal" (Fit with the ideal customer), up to this value, 0 to 100. - **"Valor mínimo (R$)" (Minimum value (R$))**: Only leads with a deal value at or above this amount. - **"Temperatura" (Temperature)**: Buttons "Quente" (Hot), "Morno" (Warm), "Frio" (Cold) and "Sem score" (No score); select one or more. - **"Etiquetas" (Tags)**: Separated by commas, such as “vip, referral”. ##### Steps One numbered card per step, in the order they go out. Fields and filters: - **"Tipo do passo ‹n›" (Step ‹n› type)**: "IA escreve (dentro de 24h)" (AI writes (within 24h)), "Mensagem fixa (dentro de 24h)" (Fixed message (within 24h)), "Template aprovado" (Approved template) and, with advanced follow-up, "Áudio da IA (dentro de 24h)" (AI audio (within 24h)) and "Tarefa para o time" (Team task). - **"Espera do passo ‹n› em horas" (Step ‹n› wait in hours)**: The wait, in hours, since the previous step (or since entry, in the first step). - **"Modelo aprovado" (Approved template)**: In "Template aprovado" (Approved template): the list of the account's approved templates, with the language. With none, the notice to create one in "Modelos de mensagem" (Message templates). A template that is no longer approved appears with "— não está mais aprovado" (— no longer approved). - **"Instrução para a IA (opcional)" (Instruction for the AI (optional))**: In "IA escreve" (AI writes): what the AI should do in this step, using the lead's real history. - **"Instrução para a IA (sai como áudio no WhatsApp; se a voz falhar, sai o texto)" (Instruction for the AI (sent as a WhatsApp voice message; if the voice fails, text is sent))**: In "Áudio da IA" (AI audio): the same instruction, spoken in the persona's voice. - **"Mensagem fixa (use {nome} e {ia})" (Fixed message (use {nome} and {ia}))**: In "Mensagem fixa" (Fixed message): the exact text, with the lead's name and the AI's name. - **"O que pedir ao time" (What to ask the team)**: In "Tarefa para o time" (Team task): the to-do that goes into the "Ficha do lead" (Lead record). Nothing goes out to the lead. - **"Prazo (horas)" (Deadline (hours))**: In "Tarefa para o time" (Team task): the to-do's "Prazo" (Deadline), from 1 to 720 hours. - **"Tom" (Tone)**: Only with advanced follow-up, in AI steps: "O da persona" (The persona's), "Leve" (Light), "Direto" (Direct) or "Urgente" (Urgent). - **"Anexar oferta" (Attach offer)**: Only with advanced follow-up: "Nenhuma" (None) or an active offer from the catalog for the AI to mention. - **"Pergunta de fechamento" (Closing question)**: Only with advanced follow-up: the question the step ends with (for example, two time slots). - **"Variante B (A/B): metade dos leads recebe esta versão" (Variant B (A/B): half of the leads get this version)**: With "Teste A/B por passo" (A/B test per step) on: the alternative text or instruction for the step. Buttons and actions: - **"remover" (remove)**: Removes the step (appears with two or more steps). - **"+ Adicionar passo" (+ Add step)**: Adds an "IA escreve" (AI writes) step with a 24-hour wait at the end. Also appears: - The tags WhatsApp, "fora da janela" (outside the window) (in "Template aprovado" (Approved template): outside the 24-hour window only an approved template gets through), "melhor momento" (best time) and "A/B". - Warnings about the chosen template: when it has more than one variable (the cadence only fills in the lead's name) or media in the header (the cadence does not attach a file). - In "Tarefa para o time" (Team task): "Nada sai para o lead: a tarefa entra na ficha, o dono da conversa recebe push e sino, e a régua segue." (Nothing goes out to the lead: the task goes into the record, the conversation owner gets a push and bell notification, and the sequence continues.) ##### Condition before the step Only with advanced follow-up. Evaluated at the moment the step is due. Fields and filters: - **"Condição do passo ‹n›" (Step ‹n› condition)**: No condition (the step always runs), or whether the previous message was delivered and not read, was read and the lead did not reply, the lead raised an objection, the fit with the ideal customer is at or above a number, or the deal value is at or above an amount. - **"Valor da condição" (Condition value)**: In the fit (0 to 100) and deal value (in Brazilian reais) conditions. - **"Quando a condição vale" (When the condition is met)**: Sends this step, skips ahead to a later step or ends the cadence. Forward only, never back. - **"Quando a condição não vale" (When the condition is not met)**: The same options, for when the condition does not hold. Also appears: - In the first step, the delivered and read conditions warn that they never hold: there is no previous message. ##### Scheduled for Only with advanced follow-up. What interrupts the sequence, always on. Also appears: - Replied: stops. - Marked as won or lost: stops. - “Don't contact me anymore”: stops and flags the lead. - “Contact me in March”: sleeps until that date. - A human took over the conversation: stops. - Opt-out or "fora das campanhas" (outside campaigns): stops. ##### Channels and timing Only with advanced follow-up ("Enviar por" (Send via) also appears in the linear sequence). Fields and filters: - **"Enviar por" (Send via)**: With two or more active WhatsApp accounts (or one in coexistence): "Conta padrão do canal" (Channel default account) or one of the accounts. Applies when the lead does not have an open conversation yet; with a conversation, it goes out through that conversation's number. - **"Adiar no máximo" (Delay at most)**: In hours: the maximum the best-time adjustment can postpone each step. Only with the adjustment on. Buttons and actions: - **"Ajustar ao melhor momento do lead" (Adjust to the lead's best time)**: Postpones each step until the window when that lead usually replies, within business hours; it never moves a step earlier. - **"Teste A/B por passo" (A/B test per step)**: Turns on Variant B in the steps: half of the leads get A and half get B; in "Resultados" (Results) the reply rate is broken down by variant. Also appears: - "Canal" (Channel): WhatsApp (the lead's channel). - "Retomar quando o lead pedir" (Resume when the lead asks): "Automático" (Automatic). ##### Best time · account leads Only with advanced follow-up. Also appears: - The day map (Mon to Sun) in two-hour bands, from 8h to 22h: the stronger the color, the more of the account's leads reply at that time. - "‹n› lead(s) com janela aprendida (3 respostas ou mais)" (‹n› lead(s) with a learned window (3 replies or more)) or "Ainda sem janela aprendida: a IA precisa de 3 respostas de um lead para saber quando ele costuma responder." (No learned window yet: the AI needs 3 replies from a lead to know when they usually respond.) ##### Editor footer Buttons and actions: - **"Cancelar" (Cancel)**: Closes the editor without saving and returns to the list. - **"Salvar cadência" (Save cadence)**: Saves the cadence and returns to the list. Disabled without a name, with an invalid trigger value or with a "Template aprovado" (Approved template) step that has no template ("Escolha o modelo aprovado do passo de template" (Choose the approved template for the template step)). ##### "Resultados" (Results) What the cadence did in the period: who entered, the funnel for each step, the best step and the best time. Fields and filters: - **"Cadência" (Cadence)**: With two or more cadences: which cadence to show. Opens on the first active one. Buttons and actions: - **"‹n› dias" (‹n› days)**: The "30 dias" (30 days) and "90 dias" (90 days) buttons switch the period. - **"Fixar a variante ‹A ou B›" (Lock variant ‹A or B›)**: Appears when a variant wins with 30 or more sends on each side and a 10-point difference: the winning text becomes the main one and the test turns off. - **"Tentar de novo" (Try again)**: When the numbers did not load. Also appears: - The numbers for enrolled, in progress, replied (with the rate), booked (with the rate), won and paid templates (the spend on templates in the period). - "Funil por passo" (Funnel per step): for each step, sent, read, replied and "desv" (skipped by condition); for the task, how many were created. - Best step, best time and the open tasks. - "Teste A/B" (A/B test): the reply rate per variant, or the notice that it is off for this cadence. - With and without the best-time adjustment: the reply rate on each side; "Medindo" (Measuring) while there are not enough steps. - The period's smart pauses: sequences sleeping until the requested date and leads who asked to stop. ##### "Biblioteca" (Library) Ready-made cadences: one click opens one in the editor with steps, audience and rules filled in. Nothing turns on by itself. Buttons and actions: - **"Usar" (Use)**: Opens the ready-made cadence in the editor, paused. Where there is a "Template aprovado" (Approved template) step, choose the template before saving. Also appears: - "Retomada de proposta" (Proposal follow-up). - "“Não é agora” em 60 dias" (“Not now” in 60 days). - "Lead frio de anúncio" (Cold lead from an ad). - "Negociação parada há 7 dias" (Negotiation stalled for 7 days). - "ICP alto sem resposta" (High ICP with no reply). - "Reengajar no melhor momento" (Re-engage at the best time). - "Prazo da etapa estourado" (Stage deadline exceeded). ##### "Limites" (Limits) Safeguards that apply to all of the account's cadences. When a cap is hit, the step waits and the sequence does not die. Fields and filters: - **"Follow-ups por lead por semana" (Follow-ups per lead per week)**: Adding up all the cadences, from 1 to 30; the default appears beside it. - **"Teto mensal com modelos pagos (0 = sem teto)" (Monthly cap on paid templates (0 = no cap))**: The cap on the month's spend on approved templates in cadences, in Brazilian reais. Zero means no cap. Buttons and actions: - **"Salvar limites" (Save limits)**: Appears after you change one of the numbers. Saves the limits for all cadences. Also appears: - The safeguards that already exist: the 24-hour window (outside it only an approved template), business hours, a human holding the conversation silences the cadence, and opt-out, legal basis and "fora das campanhas" (outside campaigns). - The note on the module's dashboard, which shows the month's spend and the cadences' numbers. ##### Screen states - Loading: On the "Resultados" (Results) tab, "Carregando…" (Loading…) while the numbers arrive; the approved template list shows "Carregando modelos…" (Loading templates…). - Nothing here yet: "Nenhuma cadência ainda." (No cadences yet.) (with advanced follow-up, "Comece pela Biblioteca." (Start with the Library.)). Results with no enrollment: "Ninguém entrou nesta cadência nos últimos ‹n› dias. Os números aparecem a partir da primeira matrícula." (Nobody has entered this cadence in the last ‹n› days. The numbers appear from the first enrollment.) - If something goes wrong: "Não foi possível carregar as suas cadências" (Your cadences could not be loaded), reminding you that this does not mean there are none and that no sequence was turned off, with "Tentar de novo" (Try again). On the "Resultados" (Results) tab: "Não foi possível carregar os resultados" (The results could not be loaded) (the sequence keeps running). - Revenue AI module off: Only the "Cadências" (Cadences) and "Editor" tabs, the linear sequence editor and the notice that advanced follow-up is turned on in "Módulos" (Modules). - Saving failed: The notice "Não foi possível salvar." (Could not save.); the cadence stays open in the editor. ### Step by step #### How to create a follow-up cadence for people who stopped replying 1. Open **Follow-up** in the menu and click **"Nova cadência" (New cadence)**. 2. Give it a **"Nome" (Name)** and, under **"Gatilho de entrada" (Entry trigger)**, choose "Sem resposta há X horas" (No reply for X hours) with the number of hours. 3. In each step, choose the type ("IA escreve" (AI writes), "Mensagem fixa" (Fixed message) or "Template aprovado" (Approved template)), the wait in hours and the text; use **"+ Adicionar passo" (+ Add step)** for more steps. 4. Turn on the **"Cadência ativa" (Active cadence)** switch and click **"Salvar cadência" (Save cadence)**. #### How to use a ready-made cadence from the Library 1. With advanced follow-up on, open the **"Biblioteca" (Library)** tab. 2. Click **"Usar" (Use)** on the cadence you want (for example, "Retomada de proposta" (Proposal follow-up)). 3. In the editor, adjust whatever you like and choose the **"Modelo aprovado" (Approved template)** in the "Template aprovado" (Approved template) steps. 4. Turn on **"Cadência ativa" (Active cadence)** and click **"Salvar cadência" (Save cadence)**. #### How to pause or delete a follow-up cadence 1. On the **"Cadências" (Cadences)** tab, clear the **"Ativa" (Active)** checkbox of the cadence to pause it. 2. To delete it, click **"Excluir" (Delete)** and confirm with **"Excluir cadência" (Delete cadence)**: it stops right away, even for people in the middle of the sequence. #### How to add a condition to a cadence step 1. Open the cadence with **"Editar" (Edit)**. 2. In the step, under "Antes deste passo" (Before this step), choose the condition (for example, the previous message was read and the lead did not reply). 3. Say what to do when the condition holds and when it does not: send the step, skip ahead to a later step or end the cadence. 4. Click **"Salvar cadência" (Save cadence)**. #### How to run an A/B test on a cadence and lock in the winner 1. In the editor, under "Canais e momento" (Channels and timing), turn on **"Teste A/B por passo" (A/B test per step)**. 2. Fill in the **"Variante B (A/B): metade dos leads recebe esta versão" (Variant B (A/B): half of the leads get this version)** in the steps you want to compare and save. 3. Track it on the **"Resultados" (Results)** tab, in the "Teste A/B" (A/B test) block. 4. When **"Fixar a variante ‹A ou B›" (Lock variant ‹A or B›)** appears, click it: the winning text becomes the main one and the test turns off. #### How to limit how many follow-ups each lead gets per week 1. With advanced follow-up on, open the **"Limites" (Limits)** tab. 2. Change **"Follow-ups por lead por semana" (Follow-ups per lead per week)** and, if you want, the monthly cap on paid templates. 3. Click **"Salvar limites" (Save limits)**. The limits apply to all of the account's cadences. ### Frequently asked questions #### Why can't I turn the cadence on? There is probably a "Template aprovado" (Approved template) step with no template chosen. Each of those steps is a paid message, so the cadence only turns on after you choose the approved template in all of them. #### What is the difference between "IA escreve" (AI writes), "Mensagem fixa" (Fixed message) and "Template aprovado" (Approved template)? "IA escreve" (AI writes) and "Mensagem fixa" (Fixed message) only go out within the conversation's 24-hour window on WhatsApp. Outside it, only the "Template aprovado" (Approved template) gets through, which is a message template approved for the account. #### Can an agent create or change cadences? No. Follow-up is only for the Owner and Admins; for those who handle conversations, the item does not appear in the menu. #### Does deleting a cadence affect people already in it? Yes. A deleted cadence stops sending right away, even for leads in the middle of the sequence. To only interrupt it for a while, pause it instead of deleting it. #### Why don't I see the "Resultados" (Results), "Biblioteca" (Library) and "Limites" (Limits) tabs? They are part of advanced follow-up, which comes with the Revenue AI module. Without the module active, the screen shows only the list and the linear sequence editor. #### Can I choose which WhatsApp number the cadence sends from? Yes, with two or more active WhatsApp accounts: use "Enviar por" (Send via). This applies to a lead who does not have an open conversation yet; with an open conversation, the cadence replies from that conversation's number. #### What happens when a lead hits the weekly limit or the monthly cap? The step waits and comes back later, the following week or when the month rolls over. The cadence is not ended because of the limit. ### Guide: Follow-up Cadences that win back leads who went quiet, step by step: the flow editor, conditions, A/B test, task for the team, smart pause, library, limits, and the results dashboard. **Follow-up** is the cadences screen: sequences of steps fired by a trigger, which the AI writes using the lead's real history and which **stop on their own** when the lead replies, when a human takes over the conversation, and when the deal is marked as won or lost. Nothing goes out outside business hours. The same screen lives in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) → "Cadências" (Cadences). On screen: Follow-up screen with the "Cadências" (Cadences), "Resultados" (Results), "Biblioteca" (Library), and "Limites" (Limits) tabs; the account's list of cadences with goal, best time, A/B, conditions, and task tags; "Resultados" (Results), "Editar" (Edit), and "Excluir" (Delete) buttons on each row. The account's cadences. Each row shows the trigger, how many steps, and what is special about it. Without the module, the cadence is the **linear cadence**: a trigger (no reply for N hours, became a given temperature, status changed), steps with a wait in hours and an AI-written text (within the 24-hour window), a fixed message, or an approved template (outside the window). With the **Revenue AI** module turned on (["Módulos" (Modules)](https://attendto.com.br/en/manual/configuracoes)), it becomes the **advanced follow-up** described below. #### The "Editor de fluxo" (Flow editor) On screen: Editor of the "Retomada de proposta" (Proposal follow-up) cadence: at the top, "Nome" (Name), "Objetivo" (Goal), "Gatilho" (Trigger), and "Público" (Audience); on the left, the steps as numbered cards with "Tipo" (Type), "Espera" (Wait), "Tom" (Tone), "Oferta" (Offer), "Pergunta de fechamento" (Closing question), "Variante B" (Variant B), and "Condição" (Condition); on the right, the "Para quando" (Stops when) and "Canais e momento" (Channels and timing) cards and the best-time map. Summary on top, steps on the left, rules and the best time on the right. - **"Resumo" (Summary): "Nome" (Name), "Objetivo" (Goal), "Gatilho" (Trigger), and "Público" (Audience)**: The **"Objetivo" (Goal)** (schedule a meeting, resume a proposal, recover a stalled negotiation, reactivate "Não é agora" (Not now), re-engage a cold lead, bring back no-shows) goes into the prompt of each AI-written step. The **"Gatilho" (Trigger)** decides when the lead enters: besides the three from the linear cadence, entered a stage of the "Funil" (Pipeline), spent N days in a stage, exceeded the stage deadline, lost as "Não é agora" (Not now) N days ago, and high fit with the ideal customer with no reply for N hours. The **"Público" (Audience)** filters who enters: fit-with-ideal-customer range, temperature, tags, and minimum deal value; click "editar" (edit) to open the fields. - **Steps**: Each card is a step: the type (**"IA escreve" (AI writes)**, **"mensagem fixa" (fixed message)**, **"template aprovado" (approved template)**, **"áudio da IA" (AI audio)**, or **"tarefa para o time" (team task)**), the wait in hours since the previous step and, on AI steps, the instruction, the **"Tom" (Tone)** ("leve" (light), "direto" (direct), "urgente" (urgent)), the catalog **"Oferta" (Offer)** to mention, and the **"Pergunta de fechamento" (Closing question)**. The card tags say what applies to it: "fora da janela" (outside the window) on the template, "melhor momento" (best time) when the adjustment to the lead is on, "A/B" when the step has a variant B. - **"Áudio da IA" (AI audio) and "Tarefa para o time" (Team task)**: In **"áudio da IA" (AI audio)**, the same text goes out in the persona's voice on WhatsApp; if the synthesis fails, the text goes out. In **"tarefa para o time" (team task)**, nothing goes to the lead: the pending item enters the lead record with a deadline, the conversation's owner (or the account Owner) receives a push notification and a bell alert, and the cadence moves on to the next step. The task appears on the card's timeline. - **Condition before the step**: Each step can have a condition, evaluated at the moment it comes due: the previous message was **"entregue e não lida" (delivered and not read)**, was **"lida e o lead não respondeu" (read and the lead did not reply)**, the lead **"levantou objeção" (raised an objection)**, the **"Aderência ao cliente ideal" (Fit with the ideal customer)** is at least X, the **"Valor do negócio" (Deal value)** is at least Y. You choose what happens when it holds and when it does not: send this step, skip to a later step, or end the cadence. Only forward, never backward. "Lido" (Read) only exists where Meta returns the read receipt; without a receipt, the condition falls back to "entregue" (delivered). - **Scheduled for**: The card on the right lists what stops the cadence: the lead replied; the deal was marked as won or lost; "don't contact me anymore" (stops and flags the lead); "call me in March" (the cadence sleeps until the date); a human took over the conversation; opt-out or "Fora das campanhas" (Outside campaigns). - **Channels and timing**: The channel is the lead's (WhatsApp). **"Ajustar ao melhor momento do lead" (Adjust to the lead's best time)** postpones each step to the next window in which that lead usually replies, within business hours and up to the "Adiar no máximo" (Delay at most) cap; it never moves a step earlier. **"Retomar quando o lead pedir" (Resume when the lead asks)** is automatic. **"Teste A/B por passo" (A/B test per step)** turns on variant B: half the leads receive A, half receive B, assigned by enrollment. - **"Mapa do melhor momento" (Best-time map)**: From three replies from a lead onward, the AI learns the two-hour window and the days when they usually reply (no language model, zero cost). The map adds this up for all the account's leads: the darker it is, the more leads reply on that day and window. Each lead's own appears on the card and on the lead record. On screen: Lower part of the editor: step 3 of the "Tarefa para o time" (Team task) type with a deadline, the "antes deste passo" (before this step) condition with the paths for when it holds and when it does not, and on the right the "Mapa do melhor momento" (Best-time map) of the account's leads by day and time window. A step's condition and the account's best-time map. #### Smart pause When the lead replies, the AI already understands the request. **"Call me in March"** makes the cadence that just stopped sleep until the date (at 9 a.m., in your time zone) and the next step mentions what was agreed. **"Don't contact me anymore"** removes the lead from all cadences until you **"Liberar" (Release)** them on the lead record or the card. It is not an opt-out (that remains the data subject's decision, using the official keyword): only the follow-up stops. Everything is kept on the lead record and in the audit trail. #### Results per cadence On screen: "Resultados" (Results) tab of the "Retomada de proposta" (Proposal follow-up) cadence: six numbers (enrolled, in progress, replied, scheduled, won, paid templates), the per-step funnel in bars, the A/B test block with the reply per variant, and the comparison with and without adjustment to the best time. Everything comes from events recorded at send, in the Meta receipt, and in the reply; nothing is recalculated from history. In "30 dias" (30 days) or "90 dias" (90 days): enrolled, in progress, replied, scheduled, won, and the spend on paid templates; the **"Funil por passo" (Funnel per step)** (sent, read, replied, and those diverted by condition); the **"Melhor passo" (Best step)** (from 5 sends) and the **"Melhor horário" (Best time)**; the **A/B** with the reply per variant and, with 30 sends on each side and a 10-point difference, the button to **"Fixar a vencedora" (Pin the winner)** (the winning text becomes the main one and the test turns off); the comparison **"Com e sem ajuste" (With and without adjustment)** to the best time (from 20 on each side; before that, "medindo" (measuring)); and how many smart pauses happened. #### "Biblioteca" (Library) and "Limites" (Limits) - **"Biblioteca" (Library) of ready-made cadences**: Seven cadences with steps, audience, and rules filled in: proposal follow-up, "Não é agora" (Not now) after 60 days, cold ad lead, negotiation stalled for 7 days, high ICP with no reply, re-engage at the best time, and stage deadline exceeded. One click opens it in the editor; nothing turns on by itself. Where there is an approved template, choose the template before saving. - **"Limites" (Limits)**: "Follow-ups por lead por semana" (Follow-ups per lead per week), adding up all cadences (default 3), and the **"Teto mensal de gasto com modelos" (Monthly template spend cap)** in cadences (0 = no cap). When a cap is reached, the step waits and returns later (the following week, or when the month rolls over); the cadence does not die. The 24-hour window, human ownership of the conversation, business hours, and opt-out remain in force as always. - **On the card, in the lead record, and in the Inbox**: The line "Follow-up: Retomada de proposta · passo 2 de 4 · próximo ter 18h" (Follow-up: Proposal follow-up · step 2 of 4 · next Tue at 18h) shows the cadence in progress (or "retoma em 15/10 (o lead pediu)" (resumes on 15/10, as the lead requested)); the tag "Pediu para não receber follow-ups" (Asked not to receive follow-ups) comes with the "Liberar" (Release) button. In the Inbox, the bubble that went out through a cadence carries the caption "Enviada pela cadência · passo 2 · variante B" (Sent by the cadence · step 2 · variant B). How people search: automatic whatsapp follow-up; message cadence; follow-up sequence; win back a lead who went quiet; automatic message when no reply; whatsapp message a/b test; best time to send a message; approved template in follow-up; follow-up limit per lead; library of ready-made cadences. ## CRM & Graph: leads list by temperature, company graph and lead record with BANT and journey URL: https://attendto.com.br/en/manual/crm Menu: Operations > CRM & Graph CRM & Graph is the dashboard screen that shows all leads separated by temperature ("Quente" (Hot), "Morno" (Warm), "Frio" (Cold)), maps who works at the same company, and opens each person's record with the qualification, the journey and the LGPD actions. ### Who can use it - Owner: Sees and does everything: turns the automatic re-engagement rules on and off, exports a lead's data, anonymizes (LGPD) and uses the "Disparar mensagem" (Send message) button in the consumption profile. - Admin: Sees the list, the graph and the record, adds leads, records opt-outs and exports a lead's data. Sees the re-engagement card, but the switches are locked, and does not have the anonymize button or the send message button. - Agent: Sees the list, the graph and the record, adds leads, starts conversations and records opt-outs. Cannot export data, anonymize or change the re-engagement rules. ### Screens #### CRM & Graph The CRM & Graph screen is for finding a lead by name or phone, filtering the base by temperature, and seeing in the graph which people belong to the same company. Address in the dashboard: `/app/crm` ![Screenshot of the CRM & Graph screen. The CRM & Graph screen is for finding a lead by name or phone, filtering the base by temperature, and seeing in the graph which people belong to the same company.](https://attendto.com.br/prints-do-manual/crm--lista-de-leads.png) The CRM & Graph screen in the demo account, with sample data and blurred values. ##### List header The Leads title, the search and the manual entry of a lead. Fields and filters: - **"Buscar por nome ou telefone" (Search by name or phone)**: Searches the entire base, on the server, after a short pause in typing. Searches only by name and phone; company and email are not searched. Buttons and actions: - **"Novo lead" (New lead)**: Opens the "Novo contato" (New contact) dialog to add someone by hand. When you create it, the new lead's record opens right away. ##### Temperature filters Four filter buttons that slice the list by BANT band, each with the count next to it. Buttons and actions: - **"Todos" (All)**: Shows all leads, with no temperature filter. The count is the total of the base. - **"Quente" (Hot)**: Shows only leads in the "Quente" (Hot) band. - **"Morno" (Warm)**: Shows only leads in the "Morno" (Warm) band. - **"Frio" (Cold)**: Shows only leads in the "Frio" (Cold) band. Also appears: - Changing the filter or the search restarts the list from the beginning. - "Quente" (Hot), "Morno" (Warm) and "Frio" (Cold) added together can be lower than "Todos" (All): leads that do not have a score yet do not fall into any of the three. ##### Leads list One row per lead, loaded gradually as you scroll. Fields and filters: - **"Lead / Empresa" (Lead / Company)**: Avatar with the initials, the name and, below it, the lead's company; with no company, the phone is shown. - **Status**: Where the relationship stands: "Novo" (New), "Em conversa" (In conversation), "Qualificado" (Qualified), "Transferido" (Transferred), "Descartado" (Discarded) or Opt-out. - **BANT**: The score from 0 to 100 in the temperature color. Buttons and actions: - **"‹nome do lead›" (‹lead name›)**: Clicking the row opens that lead's record. Also appears: - Continuous scrolling: near the end, the next part of the list loads on its own. - Footer with the position: "‹n› de ‹total› — role para ver mais" (‹n› of ‹total› — scroll to see more) while there is more, and "‹total› leads neste recorte" (‹total› leads in this view) when it is finished. - While the next part arrives, the footer shows "Carregando mais leads…" (Loading more leads…). ##### "RELACIONAMENTOS" (RELATIONSHIPS) The graph that links each company to its people. Buttons and actions: - **"‹bolinha do lead›" (‹lead bubble›)**: Each lead is a dot with the initials, in the temperature color. Clicking (or Enter/Space with focus on it) opens the lead's record. - **"Tentar novamente" (Try again)**: Appears when the graph did not load and tries loading again. Also appears: - Badge with the number of companies in the corner of the card. - Title "‹n› leads ligados a ‹n› empresas" (‹n› leads linked to ‹n› companies) when there are links; with no links, "Grafo de relacionamentos" (Relationship graph). - Each company is a rectangle in the brand color, with the leads around it; the line between them reads lead. Below each dot, the first name and the temperature. - A lead with no company filled in does not appear in the graph. - Notice "Grafo truncado — mostrando as empresas com mais leads." (Graph truncated — showing the companies with the most leads.) when there are too many companies to draw. - Empty: "Nenhuma empresa detectada ainda — o grafo nasce quando leads informam a empresa." (No company detected yet — the graph appears when leads provide their company.) ##### "Reengajamento automático" (Automatic re-engagement) Two automatic rules with a switch, and a badge showing how many are active. Fields and filters: - **"Dias de inatividade" (Days inactive)**: In the rule "Lead ‹banda› sem interação há ‹n› dias" (Lead ‹band› with no interaction for ‹n› days), the number of days is editable: type it and leave the field (or press Enter). It accepts 1 to 90; a value outside that range goes back to the previous one. Buttons and actions: - **"Reengajar lead inativo por WhatsApp" (Re-engage inactive lead via WhatsApp)** (Owner): Switch for the rule that automatically sends a "does this still make sense?" template on WhatsApp to the stalled lead. Each send has a pay-per-use cost, charged to your balance. - **"Alertar novo contato na mesma empresa" (Alert on new contact at the same company)** (Owner): Switch for the rule that, when a new contact arrives from a company already in the base, creates a task and notifies the account Owner. It does not send a message to anyone. - **"Tentar novamente" (Try again)**: Appears when the rules did not load and tries loading again. Also appears: - Badge "‹n› ativas" (‹n› active) next to the title. - When the WhatsApp rule has already sent something, "‹n› envios em 30 dias" (‹n› sends in 30 days) appears below it. - For anyone who is not the Owner, the switches are dimmed and the card says only the Owner can change the rules. ##### "Novo contato" (New contact) dialog The same manual entry as in "Base de contatos" (Contact base), opened by the "Novo lead" (New lead) button. Fields and filters: - **"Nome" (Name)** (required): The lead's full name. - **"Telefone" (Phone)** (required): With area code; the example on the screen uses the format +55 11 91234-5678. - **"Empresa" (Company)**: Optional. Suggests the companies that already exist in the base as you type. - **CNPJ**: Optional. With all 14 characters entered, the screen looks up the Brazilian tax registry (Receita Federal) and fills in the company on its own, showing "Preenchido pela Receita" (Filled in from the tax registry). - **"E-mail" (Email)**: Optional. - **"Etiquetas" (Tags)**: Optional, comma-separated. Buttons and actions: - **"Criar contato" (Create contact)**: Saves the lead and opens their record. Only enabled once name and phone are filled in. Also appears: - A phone number that already exists in the base is rejected with "Já existe um contato com este telefone." (A contact with this phone number already exists.) ##### Screen states - Loading: Five gray bars in place of the rows while the list loads; the graph and the rules have their own skeleton. - Nothing here yet: "Nenhum lead encontrado. Eles aparecem aqui conforme chegam mensagens." (No leads found. They appear here as messages arrive.) — applies to an empty base and to a search or filter with no results. - If something goes wrong: "Não foi possível carregar os seus leads" (Could not load your leads), with a notice that this does not mean the base is empty, and the "Tentar de novo" (Try again) button. #### "Ficha do lead" (Lead record) The "Ficha do lead" (Lead record) screen is for seeing everything that exists about a person — qualification, contact, purchase profile, engagement and journey — and acting on it: opening the conversation, recording opt-out, exporting or anonymizing the data. Address in the dashboard: `/app/crm/‹…›` ![Screenshot of the "Ficha do lead" (Lead record) screen. The "Ficha do lead" (Lead record) screen is for seeing everything that exists about a person — qualification, contact, purchase profile, engagement and journey — and acting on it: opening the conversation, recording opt-out, exporting or anonymizing the data.](https://attendto.com.br/prints-do-manual/crm--ficha-do-lead.png) The "Ficha do lead" (Lead record) screen in the demo account, with sample data and blurred values. How to get there: Click any row in the list or a dot in the CRM & Graph graph. It also opens when you create a lead with the "Novo lead" (New lead) button. ##### "Voltar" (Back) Buttons and actions: - **CRM & Graph**: Goes back to the leads list. ##### Lead header Who the person is and the queue of actions on them. Buttons and actions: - **"Copiar telefone" (Copy phone)**: Icon button that copies the phone and shows "Telefone copiado" (Phone copied). It does not appear when the lead has no real phone number. - **"Iniciar atendimento" (Start conversation)**: Opens the lead's conversation in the Inbox. With no conversation, it creates a new one, where the first message goes out as an approved message template. When that is not possible, the button is dimmed and the tooltip says why. - **"Voltar a receber campanhas" (Resume campaigns)**: Appears only when the lead is marked as "Fora das campanhas" (Outside campaigns) and undoes the mark right there. - **"Registrar opt-out" (Record opt-out)**: Opens the "Registrar opt-out?" (Record opt-out?) confirmation. Confirming makes the lead stop receiving messages and revokes consent; name, phone and history stay. - **"Exportar dados" (Export data)** (Owner, Admin): Downloads everything that exists about the lead, to fulfill a portability request (LGPD). - **"Anonimizar (LGPD)" (Anonymize (LGPD))** (Owner): Opens the "Anonimizar lead?" (Anonymize lead?) confirmation. Confirming permanently deletes name, phone, email and company; aggregated metrics stay. There is no undo. - **"Confirmar" (Confirm)**: Button in both confirmation dialogs (opt-out and anonymize) that carries out the action. Also appears: - Profile photo when there is one (today, only for people who came through Instagram); with no photo, the initials with the badge of the conversation channel. - Name, the score with the temperature and the Status badge of the relationship. - Badge "Segue a conta" (Follows the account) when Instagram confirmed that the person follows the company's profile. - Badge "Lead de teste" (Test lead) for a lead created by an integration's test button. - Row with the phone, company and source of the lead. - Badge "Veio da integração ‹nome›" (Came from integration ‹name›) and badge "Veio do anúncio: ‹campanha› › ‹conjunto› › ‹anúncio›" (Came from the ad: ‹campaign› › ‹ad set› › ‹ad›) when the source is known. - The lead's tags, as badges. - Badges "Opt-out registrado" (Opt-out recorded), "Fora das campanhas" (Outside campaigns) (with the reason in the tooltip) and "Anonimizado" (Anonymized) in place of the buttons that no longer make sense. ##### "Perfil de consumo (RFV)" (Spending profile (RFM)) The lead's recency, frequency and value of purchases, when there are imported orders. Fields and filters: - **"Recência" (Recency)**: Score from 1 to 5 for how recent the last purchase was. - **"Frequência" (Frequency)**: Score from 1 to 5 for how many times they bought. - **"Valor" (Value)**: Score from 1 to 5 for how much they spent. - **"Receita total" (Total revenue)**: Sum of paid orders. - **"Pedidos pagos" (Paid orders)**: How many orders were paid. - **"Ticket médio" (Average ticket)**: Average value per paid order. - **"Última compra" (Last purchase)**: How many days ago the last purchase was. - **"Em aberto" (Open)**: How many orders are open. - **"Valor em aberto" (Open amount)**: Sum of open orders. Buttons and actions: - **"Disparar mensagem" (Send message)** (Owner): Triggers the specialist agent's outreach for this contact, the same one used for their purchase group. The result appears in a notice. Has a pay-per-use cost. Also appears: - Badge with the lead's purchase group (for example, "Campeões" (Champions) or "Em risco" (At risk)) and the "Próxima ação sugerida" (Suggested next action). - With no orders, the card becomes "Sem compras registradas" (No purchases recorded) and points to "Importar pedidos no Monitor de Sucesso" (Import orders in Success monitor) or connecting the system in "Integrações" (Integrations). ##### "Qualificação" (Qualification) The score, the audience that applies to the lead and each signal with the phrase that proved it. Buttons and actions: - **"Trocar o público deste lead" (Change this lead's audience)**: Shows the audience selector. Only appears when the account has more than one audience configured. - **"Público deste lead" (This lead's audience)**: Choosing an audience pins that audience to the lead: the AI stops re-evaluating it and the record starts showing the "FIXADO À MÃO" (PINNED MANUALLY) badge. The current score stays; the new script applies from the next message. - **"Cancelar" (Cancel)**: Closes the selector without changing anything. - **"Liberar follow-ups" (Release follow-ups)**: Appears when the lead asked not to receive follow-ups. Returns the lead to the usual cadence rules, without enrolling them in any. - **"Entregar ao Closer" (Hand off to Closer)**: With the Closer capability on in the account, hands the negotiation to the Closer, which steps in on the lead's next message. - **"Assumir a negociação" (Take over the negotiation)**: Takes the Closer out and hands the negotiation to you. Also appears: - Title "Qualificação — ‹público›" (Qualification — ‹audience›); with no audience identified, "— padrão" (— default) with the default audience. - Row "Nota ‹n› (‹temperatura›) — ‹n› de ‹n› sinais" (Score ‹n› (‹temperature›) — ‹n› of ‹n› signals). - "Aderência ao cliente ideal: ‹n›" (Fit with the ideal customer: ‹n›) and "Melhor momento para falar:" (Best time to talk:) when that data exists. - Row for the follow-up in progress ("Follow-up: ‹régua› · passo ‹n› de ‹n›" (Follow-up: ‹sequence› · step ‹n› of ‹n›)) and the badge "Pediu para não receber follow-ups" (Asked not to receive follow-ups) when that is the case. - Negotiation block with the Closer's state, the Owner's cap and the concessions, when the capability is on. - "Negócio ganho" (Deal won) or "Negócio perdido · ‹motivo›" (Deal lost · ‹reason›), with date and author, when the outcome was recorded. - Each signal with a bar: green with the lead's phrase when captured, "ainda não capturado" (not yet captured) when missing, and "não se aplica a este público" (does not apply to this audience) when it does not apply to it. ##### "Contato" (Contact) Contact details, read-only. Fields and filters: - **"Telefone" (Phone)**: The lead's phone, or a dash. - **"E-mail" (Email)**: The email, or a dash. - **"Empresa" (Company)**: The company, or a dash. - **"Origem" (Source)**: Where the lead came in from (WhatsApp, Instagram, spreadsheet, integration and others). Also appears: - To edit this data, use the side panel of "Base de contatos" (Contact base). ##### "Veio da integração" (Came from the integration) Appears only for people who arrived through an inbound integration. Buttons and actions: - **"Apagar lead de teste" (Delete test lead)**: Test lead only: opens the "Apagar este lead de teste?" (Delete this test lead?) confirmation and, once confirmed, deletes the lead, the conversation and the test entries and returns to the list. Also appears: - Each inbound entry received, with date. - "Dados recebidos" (Data received): the fields that came along; sensitive ones are hidden. - Notice when the person asked not to receive messages and signed up again through the integration. ##### "Engajamento" (Engagement) The numbers of the relationship with the lead. Fields and filters: - **"Mensagens do contato" (Contact messages)**: How many messages the lead sent. - **"Respostas enviadas" (Replies sent)**: How many messages were sent to them. - **"Reengajamentos" (Re-engagements)**: How many times they were re-engaged. - **"Links de pagamento" (Payment links)**: How many payment links they received. - **"Transbordos" (Handoffs)**: How many times the conversation was handed off to a human. - **"Lidas" (Read)**: How many sent messages were read. - **"Atendimentos" (Conversations handled)**: Completed human conversations. - **"Falhas de entrega" (Delivery failures)**: Appears only when some message was not delivered. Also appears: - "Entregues (✓✓)" (Delivered (✓✓)): how many messages reached the device, counting the read ones. - "Sentimento recente" (Recent sentiment): the latest sentiments detected in the conversation, with the date in the tooltip. ##### "Compras" (Purchases) The lead's orders, when there are any. Also appears: - Each order with the code, the status (paid, open or canceled), the value, the date, the source and the items. ##### "Jornada do lead" (Lead journey) The timeline of everything that happened with the lead. Also appears: - Messages, status changes and the AI agents' decisions, each with date, time and author. - AI decisions show the agent, the phase, the reasoning and the confidence level. - With no events: "Sem atividades ainda." (No activity yet.) ##### Screen states - Loading: The journey shows four gray bars while it loads. - If something goes wrong: "Não foi possível carregar a ficha deste lead" (Could not load this lead's record), with a notice that the data is still saved and the "Tentar de novo" (Try again) button. If only the journey fails, its card says "Não foi possível carregar a jornada" (Could not load the journey). - The lead was anonymized: The "Anonimizado" (Anonymized) badge in place of the opt-out, export and anonymize buttons. - The lead recorded an opt-out: The "Opt-out registrado" (Opt-out recorded) badge; the "Registrar opt-out" (Record opt-out) button disappears and "Iniciar atendimento" (Start conversation) is dimmed. - A conversation cannot be started: The button is dimmed and the tooltip explains: the person asked not to receive messages, is outside campaigns, came from the site chat, only receives on the channel they wrote on, or has neither consent nor a declared legal basis. ### Step by step #### How to find a lead by name or phone 1. Open **CRM & Graph** in the menu. 2. Type part of the name or phone in the **"Buscar por nome ou telefone" (Search by name or phone)** field. 3. If you wish, narrow it down with a temperature filter (**"Quente" (Hot)**, **"Morno" (Warm)** or **"Frio" (Cold)**). 4. Click the lead's row to open the record. #### How to add a lead by hand in the CRM 1. In **CRM & Graph**, click **"Novo lead" (New lead)**. 2. Fill in **"Nome" (Name)** and **"Telefone" (Phone)**; company, CNPJ, email and tags are optional. 3. Click **"Criar contato" (Create contact)**. The new lead's record opens next. #### How to find out who belongs to the same company 1. In **CRM & Graph**, look at the **"RELACIONAMENTOS" (RELATIONSHIPS)** card next to the list. 2. Each rectangle is a company; the dots around it are its people, colored by temperature. 3. Click a dot to open that person's record. #### How to turn on automatic re-engagement of stalled leads 1. Sign in as the account Owner and open **CRM & Graph**. 2. In the **"Reengajamento automático" (Automatic re-engagement)** card, adjust the number of days for the stalled-lead rule. 3. Turn on the **"Reengajar lead inativo por WhatsApp" (Re-engage inactive lead via WhatsApp)** switch. Each message it sends is charged to your balance. #### How to record that a lead no longer wants to receive messages 1. Open the lead's record. 2. Click **"Registrar opt-out" (Record opt-out)**. 3. Read the notice and click **"Confirmar" (Confirm)**. The **"Opt-out registrado" (Opt-out recorded)** badge appears in the header. #### How to handle a data deletion request (LGPD) 1. Sign in as the account Owner and open the lead's record. 2. Click **"Exportar dados" (Export data)** and keep the file, in case you need the history later. 3. Click **"Anonimizar (LGPD)" (Anonymize (LGPD))**, read the notice that the action is irreversible and click **"Confirmar" (Confirm)**. #### How to correct a lead's audience 1. On the record, in the **"Qualificação" (Qualification)** card, click **"Trocar o público deste lead" (Change this lead's audience)**. 2. Choose the right audience in the selector. 3. The record starts showing **"FIXADO À MÃO" (PINNED MANUALLY)**: the AI no longer re-evaluates that person's audience. ### Frequently asked questions #### Does the CRM search look by company or email? No. The CRM & Graph search looks only at name and phone. To search by company, use "Base de contatos" (Contact base) or the "Empresas" (Companies) screen. #### Can I edit a lead's phone or email from the CRM record? No: the "Contato" (Contact) block of the CRM record is read-only. Editing name, company and email is done in the side panel of "Base de contatos" (Contact base). #### Why is the "Iniciar atendimento" (Start conversation) button dimmed? Hover over it: the tooltip gives the reason. The cases are a person who asked not to receive messages, a contact outside campaigns, a contact from the site chat, a contact who only receives on the channel they wrote on, and a contact with neither consent nor a declared legal basis. #### Why don't I see the "Exportar dados" (Export data) and "Anonimizar (LGPD)" (Anonymize (LGPD)) buttons? "Exportar dados" (Export data) appears for Owner and Admin; "Anonimizar (LGPD)" (Anonymize (LGPD)) only for the account Owner. On an already anonymized lead, both disappear and the "Anonimizado" (Anonymized) badge remains. #### What does the "FIXADO À MÃO" (PINNED MANUALLY) badge in the qualification mean? That someone on the team chose the lead's audience manually. From then on, the AI no longer re-evaluates that person's audience. #### Why does the consumption profile say "Sem compras registradas" (No purchases recorded)? Because there are no orders for that contact yet. Import orders in "Monitor de sucesso" (Success monitor) or connect your system in "Integrações" (Integrations) and the RFV profile appears. #### What does the "Disparar mensagem" (Send message) button in the consumption profile do? It sends the specialist agent's outreach only to that contact, using the same rule applied to their purchase group. Only the Owner sees the button, and the send has a pay-per-use cost. #### Does the "Alertar novo contato na mesma empresa" (Alert on new contact at the same company) rule use up balance? No. It only creates a task and notifies the account Owner, without sending a message to anyone outside. ### Guide: CRM & Graph The full list of leads by temperature, the map of who belongs to the same company and each person's record, with the whole journey. This screen and the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos) show the same people and are separate on purpose. Here the question is **who is hot and who is connected to whom**: the list loads gradually as you scroll, and next to it is the company map. There the question is **how to slice the base and act in bulk**: faceted filters, importing and exporting spreadsheets, building a campaign audience. The shortcut to decide: if you're going to **look at one person**, it's here. If you're going to **change many at once**, it's in the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). #### The list and the map On screen: CRM & Graph with the lead list on the left and the relationships card with the graph on the right. The full list on the left, the company graph on the right. 1. **Search and add**: The search only looks at **name** and **phone** — it doesn't search by company or email. **"Novo lead" (New lead)** adds someone by hand, useful for people who came by phone or referral. 2. **The four temperature markers**: **"Todos" (All)**, **"Quente" (Hot)**, **"Morno" (Warm)** and **"Frio" (Cold)**, each with its count. "Quente" (Hot), "Morno" (Warm) and "Frio" (Cold) added up don't reach the total: whoever hasn't given any signal yet is left out of all three. 3. **The three columns**: **"Lead / Empresa" (Lead / Company)**, **Status** and **BANT**. Status is where the relationship stands (`Novo`, `Em conversa`, `Qualificado`, `Transferido`, `Descartado`, `Opt-out`); BANT is the score from 0 to 100 with the temperature. 4. **The list**: The list loads gradually: the first 30 people arrive right away and the next ones come on their own as you scroll. The footer says how many are already on screen and how many there are in the selection ("30 de 412 — role para ver mais" (30 of 412 — scroll to see more)). The search and the temperature filters look through the whole base, not just what has already loaded. The second line of each person is their company or, when there is no company, the phone. Click to open the record. 5. **"RELACIONAMENTOS" (RELATIONSHIPS)**: How many leads are linked to how many companies. It counts only those with a company filled in — the rest of the base is not part of this number. 6. **The map**: Each rectangle is a company; the dots around it are its people, colored by temperature. Click a dot and that lead's record opens. #### What the graph shows and what it doesn't It draws **a single link: people from the same company**. There are no co-owners, decision-makers, referrals or hierarchy — none of that is asked anywhere, so it wouldn't be drawn with real data. The line between the company and the person says `lead`, and that is literally all it states. It serves one concrete, good purpose: discovering that the new contact who just arrived is from the same company as someone you have already served — and joining the conversation knowing that. - **A lead without a company doesn't appear.** Most bases have more people off the map than on it, and that isn't a defect. - The drawing stops at **60 dots** in total. Beyond that, **"Grafo truncado" (Truncated graph)** appears and the companies with the most people stay. No company gets in halfway. - It comes from the contact's **"Empresa" (Company)** field. For a person to appear there, fill in their company in the side panel of the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). - Different spellings become different companies. Merging `Padaria Bom Trigo` and `Padaria Bom Trigo Centro` is the job of the [Empresas](https://attendto.com.br/en/manual/empresas) screen. #### "Reengajamento automático" (Automatic re-engagement) Below the graph there is a card with two rules, each with a switch and a badge saying how many are active. **Only the account Owner turns them on, off or changes them** — everyone else sees the card but can't change anything. - **"Lead MORNO sem interação há N dias" (WARM lead with no interaction for N days)**: **This rule sends WhatsApp messages on its own, and each send is debited from your balance.** The number of days is editable right there: click it, type and leave the field. When the rule has already run, the number of sends it made in 30 days appears below. - **"Novo contato detectado na mesma empresa" (New contact detected at the same company)**: This one sends nothing to anyone outside: it creates a task and notifies the account Owner. It's the one worth leaving on without worry — its cost is your attention, not your balance. > **The top switch spends money:** Turning on the WhatsApp re-engagement rule out of curiosity sends messages to real people, and each one is charged to your balance. Before turning it on: check the number of days, and check in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas) how much a message costs for the size of your idle base. #### The lead record Clicking any row opens the record. **It has no tabs** — it's a single page that scrolls. Everything about that person is in one of these boxes. On screen: A lead record with the actions header, the qualification card with the signals and the lead's journey beside it. The actions at the top, the qualification on the left, the timeline on the right. 1. **Who the person is**: Name, the score with the temperature, the relationship **"Status"**, and the line with phone, company and source channel. The tags below come from what was set in the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). 2. **The actions**: "Copiar telefone" (Copy phone), **"Iniciar atendimento" (Start conversation)**, **"Registrar opt-out" (Record opt-out)**, **"Exportar dados" (Export data)** and **"Anonimizar (LGPD)" (Anonymize (LGPD))**. The last three depend on your role on the account, and the last one can't be undone — read the LGPD section before clicking. 3. **"Qualificação" (Qualification)**: The score, how many signals out of how many were captured, and each signal with **the lead's phrase that proved it**. A signal that doesn't apply to their audience is stated outright, never shown as pending. 4. **"Trocar o público deste lead" (Change this lead's audience)**: Changes the question script that applies to this person. Choosing by hand has a permanent consequence — it is explained just below. 5. **"Jornada do lead" (Lead journey)**: The timeline of everything: messages, status changes and the decisions made in the conversation, each with date, time and author. Empty means the conversation hasn't started yet. 6. **"Contato" (Contact)**: Phone, email, company and source. **These fields are read-only here** — registration is edited in the side panel of the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). Scrolling a bit further, when there is data for them: **"Perfil de consumo (RFV)" (Spending profile (RFM))** with recency, frequency and value of purchases; **"Compras" (Purchases)**, with the orders; and **"Engajamento" (Engagement)**, with how many messages came in, how many went out, and how many were delivered and read. Without an imported order, the spending block says there are no purchases on record instead of showing zeros — see ["Monitor de sucesso" (Success monitor)](https://attendto.com.br/en/manual/monitor-de-sucesso). #### The photo and the "Segue a conta" (Follows the account) badge The record header shows the lead's **profile photo** when there is one — today only people who arrived through Instagram have one. Without a photo, there is a circle with initials, with the small channel badge: WhatsApp contacts have no photo and never will, because WhatsApp doesn't hand the contact's photo to any system. Next to the name the **"Segue a conta" (Follows the account)** badge may appear. It says exactly one thing: the last time we asked Instagram, this person followed your account. It's a question we ask at most once a day, per contact. > **The absence of the badge states nothing:** A record **without** the badge doesn't mean the person doesn't follow you: it means we don't have that answer — because it didn't come from Instagram, because the account doesn't have that permission granted yet, or because the profile is private. Only a confirmed **yes** becomes a badge; we don't infer the no. The photo and this link are personal data and are erased along with everything else when someone requests data deletion (further below, in **Opt-out, export and anonymize**). #### "Iniciar atendimento" (Start conversation) doesn't take over anything The button only **opens that person's conversation in the [Inbox](https://attendto.com.br/en/manual/inbox)**. It doesn't transfer, doesn't take the conversation away from whoever was handling it and doesn't notify anyone. You take over, in there, by choosing your name and replying. When the contact doesn't have a conversation yet but has a WhatsApp phone and authorization (consent or declared legal basis), the button **opens a new conversation** in the Inbox. It starts with no messages and with the 24-hour window closed, so the first message goes out through an **"Modelo aprovado" (Approved template)**, the same way as reopening a conversation. If the button is greyed out, the tooltip gives the reason, always in this order: the person asked not to receive messages; the contact is outside the campaigns; it came from the website chat (then the path is **"Continuar no WhatsApp" (Continue on WhatsApp)**, in the record in the "Base de contatos" (Contact base) and in the conversation header in the Inbox: one click turns the chat contact into a WhatsApp contact with the phone they provided, without losing consent, qualification or tags, and already opens the conversation for you to send the template; if the number already has a contact in the base, the conversation opens through it); or there is neither consent nor a declared legal basis. #### Changing a lead's audience Each audience has its own question script, and each lead's audience is recognized from the conversation. When the recognition gets it wrong — the person talks like a consumer but is buying for the company —, **"Trocar o público deste lead" (Change this lead's audience)** fixes it. > **Choosing by hand is final for that lead:** Once you make the change, that person's audience **stops being re-evaluated** and the record starts showing the **"FIXADO À MÃO" (PINNED MANUALLY)** badge. The existing score stays as it is; the new script applies from their next message onward. If the case is that the recognition is always wrong, the fix is in the audiences in ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao), not lead by lead. #### Opt-out, export and anonymize Three similar-looking buttons with very different effects. Worth reading before you need them, because one of them can't be undone: - **"Registrar opt-out" (Record opt-out)**: The person **stops receiving messages** and consent is revoked. Name, phone and history **stay there**. It's what you do when someone asks not to be bothered anymore. - **"Exportar dados" (Export data)**: Downloads everything that exists about that person. It's the answer to a portability request — and it's what saves you before anonymizing. - **"Anonimizar (LGPD)" (Anonymize (LGPD))**: Erases **name, phone, email and company** forever. The aggregated metrics stay, so your numbers don't change; the person is what ceases to exist in the base. Only the account Owner can do it. > **Anonymizing is irreversible — export first:** There is no undo, not through another route, not by asking someone. If there is any chance you will need that relationship's history later, click **"Exportar dados" (Export data)** first and keep the file. And check that the request wasn't just an opt-out: someone who wants to stop receiving messages almost never wants to be erased. #### What it looks like when everything is running smoothly - Most leads have a **company filled in**, and the graph draws groups you recognize instead of two or three loose companies. - The **"Quente" (Hot)**, **"Morno" (Warm)** and **"Frio" (Cold)** markers added up come close to **"Todos" (All)** — meaning conversations last long enough to produce signals. - The records have a **"Jornada do lead" (Lead journey)** with content, rather than the phrase saying there is no activity. - The WhatsApp re-engagement switch is set the way **you** decided, with a number of days that makes sense for your sales cycle. - No **"Transferido" (Transferred)** lead idle for days — if there is one, the real queue is in ["Transbordo para humano" (Handoff to a human)](https://attendto.com.br/en/manual/handoff). In the dashboard: "Abrir o CRM & Graph" (Open CRM & Graph). How people search: leads list; whatsapp crm; lead record; hot warm cold lead; lead bant qualification; relationship graph; leads from the same company; re-engage stalled lead; record opt-out; anonymize lead lgpd; export customer data; lead journey; customer rfv profile; add lead manually. ## Contact base: filter, import CSV spreadsheets, export, and organize contacts with tags and LGPD URL: https://attendto.com.br/en/manual/base-de-contatos Menu: Operations > "Base de contatos" (Contact base) The "Base de contatos" (Contact base) is the dashboard screen that gathers everyone who has talked to the company or came from a spreadsheet, with filters that show the count before you click, CSV import and export, tags, and the record of who can receive messages. ### Who can use it - Owner: Sees and does everything: imports and exports CSV, edits contacts, applies tags, declares the legal basis on the record, and uses the "Continuar no WhatsApp" (Continue on WhatsApp) button on site chat contacts. - Admin: Sees the base, filters, adds and edits contacts, applies and removes tags, imports and exports CSV. Does not declare the legal basis on the record and does not see the "Continuar no WhatsApp" (Continue on WhatsApp) button. - Agent: Sees the base, filters, adds and edits contacts, applies and removes tags, and starts conversations. The "Importar CSV" (Import CSV) and "Exportar CSV" (Export CSV) buttons do not appear. ### Screens #### "Base de contatos" (Contact base) The "Base de contatos" (Contact base) screen is for slicing the base with filters, checking who can receive messages, importing or exporting a list as CSV, and opening each contact's record to edit data and tags. Address in the dashboard: `/app/contatos` ![Screenshot of the "Base de contatos" (Contact base) screen. The "Base de contatos" (Contact base) screen is for slicing the base with filters, checking who can receive messages, importing or exporting a list as CSV, and opening each contact's record to edit data and tags.](https://attendto.com.br/prints-do-manual/base-de-contatos--base-de-contatos.png) The "Base de contatos" (Contact base) screen in the demo account, with sample data and blurred values. How to get there: From the menu, or by clicking a company on the "Empresas" (Companies) screen: the "Base de contatos" (Contact base) opens already filtered by that company. ##### Base pulse Four general numbers for the account, which do not change with the filters. Also appears: - "Total na base" (Total in base): active contacts in your base. - "Novos hoje" (New today): contacts created today. - "Quentes agora" (Hot right now): leads in the "Quente" (Hot) band, ready for outreach. - "Aguardando humano" (Waiting for human): conversations in the handoff queue, with a pulsing green dot. - If the reading fails, the number becomes a dash instead of zero. ##### Smart lists Shortcuts at the top of the left column, each with its count; hover to see the exact selection. Buttons and actions: - **"Todos os contatos" (All contacts)**: Shows the entire base and turns off all filters at once. - **"Quentes agora" (Hot right now)**: Filters contacts with a BANT score of 75 or more. Clicking again turns it off. - **"Esperando nossa resposta" (Awaiting our reply)**: Filters those whose last message went unanswered beyond the account's reply deadline, the same one the Inbox enforces. - **"Sem consentimento" (No consent)**: Filters those who never gave consent. Some may have a declared legal basis; the badge on the record tells them apart. - **"Reengajar · ‹banda› ‹n›d+" (Re-engage · ‹band› ‹n›d+)**: Filters the contacts in the re-engagement rule's band with no interaction for N days or more. The band and days come from the rule configured in CRM & Graph. - **"Importados hoje" (Imported today)**: Filters those who came in through a spreadsheet since the start of the day. Those who already existed in the base do not count. ##### Facet filters Groups of filters in the left column. Each row has the count and a proportional bar; clicking turns it on, clicking again turns it off. Fields and filters: - **"Banda BANT" (BANT band)**: "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), or "Sem score" (No score). - **"Canal" (Channel)**: How the contact came in: WhatsApp, Web chat, Instagram, "Importados por planilha" (Imported via spreadsheet), "Cadastro manual" (Manual entry), "Integração" (Integration), and others. - **Status**: "Novo" (New), "Em conversa" (In conversation), "Qualificado" (Qualified), "Transferido" (Transferred), "Descartado" (Discarded), or "Opt-out" (Opt-out). - **"Empresa" (Company)**: The companies with the most contacts, by the official name in the registry. - **"Etiquetas" (Tags)**: The most-used tags in the base. Also appears: - On narrow screens the column becomes a collapsible block called "Filtros e listas" (Filters and lists). - The filters stay in the page URL: copying the link takes the same list to another team member. ##### Toolbar Quick temperature, search, display mode, and the base actions. Fields and filters: - **"Buscar contato, empresa, telefone…" (Search contact, company, phone…)**: Free search by name, company, or phone; the list updates after a short pause in typing. Buttons and actions: - **"Todos" (All)**: Turns off the temperature filter. - **"Quente" (Hot)**: Filters the "Quente" (Hot) band; shows the count beside it. Clicking again turns it off. - **"Morno" (Warm)**: Filters the "Morno" (Warm) band. - **"Frio" (Cold)**: Filters the "Frio" (Cold) band. - **"Cartão" (Card)**: Shows one block per contact, with tags and everything in view. The choice is remembered in this browser. - **"Tabela" (Table)**: Shows one row per contact, sortable by any column. The choice is remembered in this browser. - **"Importar CSV" (Import CSV)** (Owner, Admin): Opens the dialog for importing contacts from a spreadsheet. - **"Exportar CSV" (Export CSV)** (Owner, Admin): Downloads a CSV file with the contacts in the current selection (filters and search applied). - **"Novo contato" (New contact)**: Opens the manual entry dialog. ##### Card list The "Cartão" (Card) mode: one block per contact, loaded gradually as you scroll. Buttons and actions: - **"Abrir ficha de ‹nome›" (Open ‹name›'s record)**: Clicking the card (or Enter/Space with focus on it) opens the contact's side record. Also appears: - A colored strip on the left in the temperature color. - Name, company, and source channel; the tags as badges. - The "sem autorização" (no authorization) badge for those with neither consent nor legal basis; "base legal declarada" (legal basis declared) for those with only the legal basis. - Status, how long it has been in the base, and the BANT score. ##### Table list The "Tabela" (Table) mode, for scanning and comparing many rows. Clicking the header sorts; the second click reverses; the third removes the sorting. Fields and filters: - **"Contato" (Contact)**: Name and company. Sorts from A to Z. The column stays fixed when you scroll the table sideways. - **"Nota" (Note)**: BANT score from 0 to 100 and the temperature. Sorts from highest to lowest. - **"Alcançável" (Reachable)**: Whether you can send a message: "Consentimento" (Consent), "Base legal" (Legal basis), or "Sem autorização" (No authorization). - **Status**: Where the conversation stopped; sorts by the pipeline order, not alphabetically. - **"Canal" (Channel)**: How the contact entered the base. - **"Cadastrado" (Registered)**: How long the contact has been in the base; sorts from newest to oldest. Also appears: - When sorting, the screen loads the rest of the base on its own and shows "Carregando a base inteira para ordenar — ‹n› de ‹total›." (Loading the entire base to sort — ‹n› of ‹total›.) - On a very large base, it warns that it sorted only the first ones and suggests narrowing the filters to sort the whole set. - Clicking a row (or Enter/Space) opens the contact's side record. ##### Contact record (side panel) Opens from the right when you click a contact. Closes with the X or with Esc. Also appears: - Top with the temperature color, name, authorization badges and "Lead de teste" (Test lead), and the line with company (or phone), temperature, and score. - Badges "Veio da integração" (Came from the integration) and "Veio do anúncio" (Came from the ad) when the source is known. - "Qualificação" (Qualification): "‹n› de ‹n› sinais" (‹n› of ‹n› signals) from the contact's audience, each signal with a bar and the phrase that proved it, or "ainda não capturado" (not yet captured). Without qualification, the record says the signals appear once the AI qualifies the contact in the conversation. - "Contato" (Contact): "Telefone" (Phone), "E-mail" (Email), "Empresa" (Company), and "Origem" (Source). - "Veio da integração" (Came from the integration): the entries received and the data that came with them, only for those who came through an integration. - "Jornada" (Journey): the timeline with date and time; the most recent event has a filled dot. With no events, "Sem atividades ainda." (No activity yet.) ##### Can it receive messages? The block of the record that says where the authorization to talk to the contact comes from. Buttons and actions: - **"Declarar base legal" (Declare legal basis)** (Owner): Appears only on a contact with no recorded authorization. Choose the reason in the selector ("São meus clientes" (They are my customers), "Pediram para eu entrar em contato" (They asked me to contact them), or "Já coletei o consentimento deles" (I have already collected their consent)) and confirm with the button of the same name. The declaration is saved with your name and the date, and the contact becomes eligible for campaigns. Also appears: - "Consentimento do titular" (Data subject's consent): the person replied in the service and received the privacy notice, or authorized through an integration's form. - "Base legal declarada — ‹base›" (Legal basis declared — ‹basis›): who declared it and when, with the LGPD article. The record makes clear it is not the data subject's consent. - "Sem autorização registrada" (No authorization on record): the contact does not enter campaigns until it replies or until the Owner declares the legal basis. - "Pediu para não receber mensagens" (Asked not to receive messages): overrides everything; the contact does not enter campaigns and receives no automatic messages. ##### "Etiquetas" (Tags) The contact's tags, the same ones as in the Inbox. Fields and filters: - **"Adicionar etiqueta" (Add tag)**: Type the name and press Enter (or leave the field) to apply. A repeated tag is ignored. Buttons and actions: - **"Remover a etiqueta ‹nome›" (Remove the tag ‹name›)**: The tag's X opens the confirmation "Remover esta etiqueta?" (Remove this tag?). - **"Remover etiqueta" (Remove tag)**: Confirms the removal. The tag leaves this contact here and in the Inbox; the other contacts that use it do not change. - **"Cancelar" (Cancel)**: Closes the confirmation without removing. Also appears: - With no tags, "Sem etiquetas ainda." (No tags yet.) appears. ##### Record footer The actions on the contact. Buttons and actions: - **"Continuar no WhatsApp" (Continue on WhatsApp)** (Owner): Only for a site chat contact that provided a phone: turns the contact into a WhatsApp contact with that number, keeping consent, qualification, and tags, and opens the conversation in the Inbox to send the message template. - **"Iniciar atendimento" (Start conversation)**: Opens the contact's conversation in the Inbox, or creates a new one when the contact is reachable by WhatsApp. When disabled, the tooltip says why. - **"Disparar" (Send)**: Button still disabled; the tooltip says manual sending arrives in a future phase. - **"Editar" (Edit)**: Turns the "Contato" (Contact) block into a form with "Nome" (Name), "Empresa" (Company), and "E-mail" (Email), with the "Salvar" (Save) and "Cancelar" (Cancel) buttons. - **"Salvar" (Save)**: Saves the changes to name, company, and email. Requires the name to be filled in. ##### "Novo contato" (New contact) dialog Manual entry of a contact, outside the conversation with the AI. Fields and filters: - **"Nome" (Name)** (required): Full name. - **"Telefone" (Phone)** (required): With area code, for example +55 11 91234-5678. - **"Empresa" (Company)**: Optional; suggests the companies that already exist. - **CNPJ**: Optional. Once complete, it checks the Brazilian tax registry (Receita Federal) and fills in the company, with the notice "Preenchido pela Receita" (Filled in from the tax registry). - **"E-mail" (Email)**: Optional. - **"Etiquetas" (Tags)**: Optional, comma-separated. Buttons and actions: - **"Criar contato" (Create contact)**: Saves the contact and opens its side record. Only enabled with a name and a phone. Also appears: - A repeated phone is rejected with "Já existe um contato com este telefone." (A contact with this phone number already exists.) ##### "Importar contatos" (Import contacts) (CSV) dialog Three steps: choose the file, check the columns and declare the legal basis, see the summary. Fields and filters: - **"Telefone" (Phone)** (required): Which spreadsheet column is the phone. The screen already suggests one from the header word. - **"Nome" (Name)**: Which column is the name (or "— nenhuma" (— none)). - **"Empresa" (Company)**: Which column is the company (or "— nenhuma" (— none)). - **"E-mail" (Email)**: Which column is the email (or "— nenhuma" (— none)). - **"Por que você pode falar com estes contatos?" (Why can you contact these people?)** (required): Required choice among "São meus clientes" (They are my customers), "Pediram para eu entrar em contato" (They asked me to contact them), and "Já coletei o consentimento deles" (I have already collected their consent). It is saved with your name and the date and is what authorizes the imported contacts to receive campaigns. Buttons and actions: - **"Arraste o CSV aqui ou clique para escolher" (Drag the CSV here or click to choose)**: Area to drop the .csv file or open the computer's file picker. - **"Baixar modelo de exemplo" (Download sample template)**: Downloads a sample CSV with the columns "nome" (name), "telefone" (phone), "empresa" (company), and "email" (email). - **"Escolher outro" (Choose another)**: Goes back to choosing the file. - **"Importar contatos" (Import contacts)**: Imports the spreadsheet. It stays locked until the phone column and the legal basis are chosen; the tooltip says which one is missing. - **"Importar outro" (Import another)**: After the summary, starts over with another file. - **"Concluir" (Finish)**: Closes the dialog. Also appears: - On the check step, a preview of the first rows with the name of each column. - Fixed notice: the declaration is not the data subject's consent, and imported contacts are not approached automatically by the AI. - Final summary with three numbers: created, invalid, and in the file. ##### Invalid queue and recent imports The rows rejected from an import, to fix one by one. Fields and filters: - **"Telefone corrigido" (Phone corrected)**: The phone of the rejected row, editable. Each row shows the row number and the reason for rejection. Buttons and actions: - **"Recriar" (Recreate)**: Creates the contact with the corrected phone and marks the row as "Contato criado" (Contact created). - **"Corrigir" (Fix)**: Under "Importações recentes" (Recent imports), opens the invalid queue for that import (it turns into "Fechar" (Close)). Also appears: - "Corrigir inválidos (‹n›)" (Fix invalid rows (‹n›)) appears right after the import, when there were rejections. - "Importações recentes" (Recent imports): each file with how many were created and how many were invalid, the date, the declared legal basis, and who declared it. ##### Screen states - Loading: Gray strips shaped like the chosen mode (blocks in "Cartão" (Card) mode, rows in "Tabela" (Table) mode). - Nothing here yet: "Nenhum contato neste recorte." (No contacts in this selection.) With a filter on, the screen explains that the filters are narrowing the list and offers "Limpar filtros" (Clear filters); with no filter, it invites you to add the first contact or import a spreadsheet. - If something goes wrong: "Não foi possível carregar os contatos." (Could not load the contacts.) with the "Tentar novamente" (Try again) button. ### Step by step #### How to import contacts from a CSV spreadsheet 1. In the **"Base de contatos" (Contact base)**, click **"Importar CSV" (Import CSV)**. 2. If needed, click **"Baixar modelo de exemplo" (Download sample template)** and fill in the spreadsheet in the same format. 3. Drag the file into the **"Arraste o CSV aqui ou clique para escolher" (Drag the CSV here or click to choose)** area. 4. In the preview, check which column is **"Telefone" (Phone)**, **"Nome" (Name)**, **"Empresa" (Company)**, and **"E-mail" (Email)**. 5. Answer **"Por que você pode falar com estes contatos?" (Why can you contact these people?)** by choosing one of the three options. 6. Click **"Importar contatos" (Import contacts)** and read the summary of created and invalid rows. #### How to fix the rejected rows of an import 1. Open **"Importar CSV" (Import CSV)**; under **"Importações recentes" (Recent imports)**, click **"Corrigir" (Fix)** on the import with invalid rows. 2. On each row, adjust the **"Telefone corrigido" (Phone corrected)** field. 3. Click **"Recriar" (Recreate)**. The row then shows **"Contato criado" (Contact created)**. #### How to export a filtered contact list 1. Build the selection with the **"Listas inteligentes" (Smart lists)**, the left-column filters, and the search. 2. Click **"Exportar CSV" (Export CSV)**. The file contains only the contacts in the selection. #### How to add or remove a tag on a contact 1. Click the contact to open the side record. 2. Under **"Etiquetas" (Tags)**, type the name in the **"Adicionar etiqueta" (Add tag)** field and press Enter. 3. To remove it, click the tag's X and confirm in **"Remover etiqueta" (Remove tag)**. #### How to declare the legal basis of a contact without authorization 1. Sign in as the account Owner and open the contact's record. 2. In the **"Pode receber mensagem?" (Can receive messages?)** block, choose the reason in the **"Declarar base legal" (Declare legal basis)** selector. 3. Click the **"Declarar base legal" (Declare legal basis)** button. The contact now enters campaigns. #### How to see who is waiting for a reply 1. In the left column, click **"Esperando nossa resposta" (Awaiting our reply)**. 2. Open each contact and use **"Iniciar atendimento" (Start conversation)** to go straight to the conversation in the Inbox. #### How to sort contacts by score 1. Click **"Tabela" (Table)** next to the search. 2. Click the **"Nota" (Note)** header: the first order is highest to lowest; click again to reverse it. ### Frequently asked questions #### Does "Base de contatos" (Contact base) import Excel (.xlsx) files? The import on this screen accepts .csv files. In Excel, use Save as and choose CSV before importing. #### What goes into the file from "Exportar CSV" (Export CSV)? The contacts in the view currently on screen, with the filters and search applied. To export the entire base, first click "Todos os contatos" (All contacts). #### Why don't I see the "Importar CSV" (Import CSV) and "Exportar CSV" (Export CSV) buttons? They appear only for the Owner and Admin. Someone with the agent role cannot import or export the base. #### Do the numbers at the top change when I filter? No. "Total na base" (Total in base), "Novos hoje" (New today), "Quentes agora" (Hot right now) and "Aguardando humano" (Waiting for human) are account-wide numbers. What changes with the filter is the list and the counts in the left column. #### Is the choice between "Cartão" (Card) and "Tabela" (Table) saved? Yes, in this browser. It is not included in the link: whoever opens a shared link gets the filters, but sees the list in the mode they chose for themselves. #### What is the difference between the record in "Base de contatos" (Contact base) and the CRM record? The side record in "Base de contatos" (Contact base) edits name, company, email and tags and declares the legal basis. The CRM & Graph record shows the purchase profile, engagement and LGPD actions, with the contact in read-only mode. #### What is the disabled "Disparar" (Send) button on the record? It is manual sending to a single contact, which is not available yet. To talk to the person now, use "Iniciar atendimento" (Start conversation). ### Guide: "Base de contatos" (Contact base) Everyone who has ever talked to you, plus those you brought in from a spreadsheet. This is where a campaign's audience comes from. Every person who sends a message enters here on their own. And you can bring in your old list from a spreadsheet. This is the base that supports everything done in bulk. #### The screen On screen: "Base de contatos" (Contact base) with the filter panel on the left and the contact list on the right. Filters on the left, contacts on the right. Each filter shows how many contacts it reaches before you click. 1. **The size of the base**: How many contacts exist, how many came in today, how many are hot, and how many are waiting for service. Click a number to see its list. 2. **The filters**: Ready-made lists on top; below, temperature, source channel, and status. The number next to each option is how many people it catches — you know the size before clicking. 3. **Search and actions**: Search by name, company, or phone; switch between "Cartão" (Card) and "Tabela" (Table). This is where **"Importar CSV" (Import CSV)**, **"Exportar CSV" (Export CSV)**, and **"Novo contato" (New contact)** come from. 4. **The list**: Name, company, channel, tags, status, and temperature. Click to open the full record, with the contact's conversation and journey. #### The ready-made lists, and when to use each one At the top of the filter column there are ready-made lists, each with a count beside it. They are shortcuts for the questions that repeat every week, and the count lets you decide **before** clicking whether it is worth it: - **"Quentes agora" (Hot right now)**: Who is ready for outreach today. If this number grows and nobody calls, the problem isn't lead generation. - **"Esperando nossa resposta" (Awaiting our reply)**: People who wrote in and were left without a reply. It is the list that ages worst — worth opening every day. - **"Sem consentimento" (No consent)**: Contacts that can't enter a campaign. A high number here explains why your last batch reached fewer people than you expected. - **"Reengajar" (Re-engage)**: People who cooled off without saying no. It is the natural raw material for a re-engagement campaign. - **"Importados hoje" (Imported today)**: Useful for checking the import you just did, before sending anything to those contacts. Next to the search there are two ways to see the same list. **"Cartão" (Card)** shows each contact with tags and temperature, and is better for going through a few people carefully. **"Tabela" (Table)** stacks many more rows on the same screen and is better for checking an import or scanning the base for a case. In table view, you can sort by clicking the column header — and, on a large base, the screen warns that sorting applies to the first contacts, instead of pretending it sorted everything. #### Bring in your spreadsheet list 1. **Keep the spreadsheet simple**: One row per person, with name and phone at minimum. Email and company help. Save as CSV. 2. **Check the columns**: After you upload the file, the screen shows the first rows and asks you to say which column is which. Look at the preview: this is where you catch a phone number in the name column. 3. **Declare on what grounds you have these contacts**: This is the mandatory part, and it exists to protect you. You choose one of the three real situations, and your choice is recorded with your name and the date. 4. **Import**: Anyone who already exists by phone doesn't get in twice. And the phone is understood however it is in the spreadsheet — with or without +55, with or without the ninth digit, with a dash or parentheses: it is the same person, and when they reply on WhatsApp the conversation lands on this contact, not a duplicate. At the end it shows how many came in and how many were ignored, with the reason. - **"São meus clientes" (They are my customers)**: People who have already bought from you. It is the business relationship that gives the right to talk. - **"Pediram contato" (Asked to be contacted)**: They filled out a form, left their phone number at your booth, asked for a quote. - **"Autorizaram receber mensagens" (Authorized receiving messages)**: They said yes, explicitly, to receiving communication from you. > **Declaring is not the same as having permission:** The declaration records **your reason** for having that list. It doesn't turn anyone into someone who asked to receive messages. A purchased list fits none of the three — and messaging it is your problem before it is ours. #### Who can receive messages Each contact's record has a block **"Pode receber mensagem?" (Can receive messages?)**. It answers in just one way, with no fine print: - **"O titular respondeu no atendimento" (The data subject replied during service)** — the person talked to you. It is the strongest authorization there is. - **"Base legal declarada" (Declared legal basis)** — you declared the reason, at import or on the record itself (only the Owner declares). It works for campaigns and for starting a conversation, and shows who declared it and when. - **"Sem autorização" (No authorization)** — neither one nor the other. It stays out of any send until the Owner declares the legal basis right there, in the block, choosing the reason among the three from the import. - **"Pediu para não receber" (Asked not to receive)** — the person unsubscribed. This overrides everything, always, including a declared legal basis. #### When the import doesn't go as expected - **Far fewer people came in than the spreadsheet had**: Almost always it is a repeated phone number: anyone who already exists by phone doesn't come in again. The import result says how many were ignored and why — read it before redoing the file. - **Rows rejected for an invalid phone**: A number without an area code, with text in the middle, or with fewer digits than it should have. Fix it in the spreadsheet and import again: reimporting doesn't duplicate those who already came in. - **The names came in the wrong column**: The column check was rushed. There is no way to undo the import in bulk; fix the affected contacts through the record, or redo the spreadsheet and import over it — the phone is what matches the records. - **The campaign reached fewer people than the list**: It is not the import: it is consent. Open the **"Sem consentimento" (No consent)** list and you will see exactly who was left out. #### Organize to find things later - **"Etiquetas" (Tags)** are free-form: `obra em andamento`, `indicação do João`, `visitou a loja`. Filter by them when you build the campaign. - **"Empresas" (Companies)** group contacts from the same business. Two people from the same company appear linked in ["Empresas" (Companies)](https://attendto.com.br/en/manual/empresas). - The filter you built stays in the page URL. Copy the link and send it to someone on your team: they will open the same list. > **What a well-organized base looks like:** **"Sem consentimento" (No consent)** small compared to the total, **"Esperando nossa resposta" (Awaiting our reply)** close to zero at the end of the day, and tags that mean the same thing to everyone on the team. With that, building a campaign audience takes one click instead of half an hour. In the dashboard: "Abrir a Base de contatos" (Open Contact base). How people search: import contacts csv; import customer spreadsheet; export contacts; filter contacts by tag; whatsapp contact list; lgpd legal basis contacts; contacts without consent; fix invalid phone number import; tag a contact; contacts waiting for a reply; edit contact; segment customer base. ## Companies: list of your contacts' companies, likely duplicates and how to merge repeated companies URL: https://attendto.com.br/en/manual/empresas Menu: Operations > "Empresas" (Companies) The "Empresas" (Companies) screen in the dashboard lists the companies that originated from contacts, with CNPJ, industry and number of contacts, and flags likely duplicates so you can merge two spellings of the same company into a single record. ### Who can use it - Owner: Sees the list and the duplicates, merges companies and dismisses suggestions with "Não são a mesma" (Not the same). - Admin: Sees the list and the duplicates, merges companies and dismisses suggestions with "Não são a mesma" (Not the same). - Agent: Sees the list and the likely-duplicates panel, but without the "Unificar" (Merge) and "Não são a mesma" (Not the same) buttons. Clicking a company opens its contacts as usual. ### Screens #### "Empresas" (Companies) The "Empresas" (Companies) screen is for checking your contacts' companies, finding one by name, CNPJ or industry, and merging two spellings of the same company into a single record. Address in the dashboard: `/app/empresas` ![Screenshot of the "Empresas" (Companies) screen. The "Empresas" (Companies) screen is for checking your contacts' companies, finding one by name, CNPJ or industry, and merging two spellings of the same company into a single record.](https://attendto.com.br/prints-do-manual/empresas--empresas.png) The "Empresas" (Companies) screen in the demo account, with sample data and blurred values. ##### Likely duplicates Highlighted panel that only appears when there are similar spellings that may be the same company. Buttons and actions: - **"Unificar" (Merge)** (Owner, Admin): Opens the "Unificar empresas" (Merge companies) confirmation so you can choose which company stays. Nothing is merged on click. - **"Não são a mesma" (Not the same)** (Owner, Admin): Opens the "Estas empresas não são a mesma?" (Are these companies not the same?) confirmation. Once confirmed, the group is no longer suggested among themselves; nothing is deleted or merged. Also appears: - Badge with the number of suggested groups next to the title. - Each group shows the spellings side by side, each with its CNPJ (when there is one) and how many contacts it has. - A percentage with the tooltip "Similaridade entre os nomes" (Similarity between names): it measures only how alike the names are. ##### "Estas empresas não são a mesma?" (Are these companies not the same?) dialog The confirmation for dismissing a suggestion. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without dismissing. - **"Não são a mesma" (Not the same)**: Dismisses the group. Right after, a notice appears with the "Desfazer" (Undo) button, which brings the suggestion back. - **"Desfazer" (Undo)**: In the notice after dismissing, puts the suggestion back in the duplicates list. Also appears: - If a similar new company arrives later, the new suggestion appears normally. ##### "Unificar empresas" (Merge companies) dialog The choice of which company stays and the sentence with the consequence, before confirming. Fields and filters: - **"Empresa que permanece" (Company to keep)**: List of the companies in the group, with CNPJ and number of contacts. The one with the most contacts comes pre-selected, with the Permanece badge; you can choose another. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without merging. - **"Unificar empresas" (Merge companies)**: Moves the contacts of the other companies to the one that stays and removes the others. There is no undo. Also appears: - Highlighted sentence: how many contacts move to the company that stays, which names will be removed and "Esta ação não pode ser desfeita." (This action cannot be undone.) - In a group of three or more companies, the merge happens one at a time; if one fails, the previous ones stay done and the notice says how many were merged. - When finished, the notice confirms "Empresas unificadas em ‹nome›" (Companies merged into ‹name›) and how many contacts were reassigned. ##### Search Fields and filters: - **"Buscar empresa, CNPJ, segmento…" (Search company, CNPJ, industry…)**: Filters the list by name (accent-insensitive), by CNPJ digits or by industry. On a large base, it searches the entire base from two characters. Also appears: - Count next to it: "‹n› de ‹total› empresas" (‹n› of ‹total› companies), or "‹n› resultados" (‹n› results) when the search covers the entire base. - On a large base, a notice that the list shows the companies with the most contacts and that search finds the rest. ##### Companies list One row per company, those with the most contacts first. Buttons and actions: - **"Ver os contatos de ‹empresa› na Base de contatos" (View ‹company› contacts in Contact base)**: Clicking the row opens "Base de contatos" (Contact base) already filtered by that company. Also appears: - Company name. - Formatted CNPJ, or "sem CNPJ" (no CNPJ). - Industry, when known. - Number of contacts linked to the company. ##### Screen states - Loading: One gray bar in place of the duplicates panel and six bars in place of the list. - Nothing here yet: "Nenhuma empresa ainda" (No companies yet): companies are created from contacts, so you need to add a contact with a company in the "Base de contatos" (Contact base). For a search with no results: "Nenhuma empresa encontrada com esta busca." (No companies found for this search.) - If something goes wrong: "Não foi possível carregar as empresas." (The companies could not be loaded.) with the "Tentar novamente" (Try again) button. - There is no suspected duplicate: The "Duplicatas prováveis" (Likely duplicates) panel simply does not appear. - Merge rejected: An error notice with the reason, for example when the companies have different CNPJs filled in or when one of them no longer exists. ### Step by step #### How to merge two duplicate companies 1. Open **"Empresas" (Companies)** in the menu. 2. In the **"Duplicatas prováveis" (Likely duplicates)** panel, check that the spellings really belong to the same company. 3. Click **"Unificar" (Merge)**. 4. Choose which company stays and read the sentence describing the consequence. 5. Click **"Unificar empresas" (Merge companies)**. #### How to dismiss a wrong duplicate suggestion 1. In the **"Duplicatas prováveis" (Likely duplicates)** panel, click **"Não são a mesma" (Not the same)** in the group. 2. Confirm with **"Não são a mesma" (Not the same)** in the dialog. 3. If you change your mind right away, click **"Desfazer" (Undo)** in the notice. #### How to see all the contacts of a company 1. In **"Empresas" (Companies)**, find the company with the **"Buscar empresa, CNPJ, segmento…" (Search company, CNPJ, industry…)** search. 2. Click the company's row. The **"Base de contatos" (Contact base)** opens filtered by it. #### How to add a new company 1. There is no direct company registration: go to the **"Base de contatos" (Contact base)**. 2. Click **"Novo contato" (New contact)** and fill in **"Empresa" (Company)** (or the **CNPJ**, which fills in the company from the Receita Federal registry). 3. When you save, the company starts appearing in **"Empresas" (Companies)**. ### Frequently asked questions #### Can I create or edit a company directly on this screen? No. The "Empresas" (Companies) screen has no registration form: a company is created when a contact has the "Empresa" (Company) field filled in, in the "Base de contatos" (Contact base). #### Why don't I see the "Unificar" (Merge) button? "Unificar" (Merge) and "Não são a mesma" (Not the same) appear only to the Owner and Admin. The agent sees the duplicates panel for reference only. #### Which company is already selected to stay in the merge? The one with the most contacts. You can select another one before confirming. #### What happens to the contacts of the removed company? They move to the company that stays. The final notice tells you how many contacts were reassigned. #### Does the search find a company by CNPJ with dots and slashes? Yes. The search compares only the digits of the CNPJ, so it works with or without punctuation. ### Guide: "Empresas" (Companies) The companies of your contacts, once only. This is where two spellings of the same customer become one record — and the merge can't be undone. You never register a company here. Companies **are born from contacts**: filling in someone's "Empresa" (Company) field in the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos) makes the company exist. This screen is for what comes after — checking that the same business didn't become two records because of a different spelling. #### The screen On screen: The "Empresas" (Companies) screen with the likely duplicates panel at the top and the list of companies below. The suggested duplicates on top, the full list below. 1. **Likely duplicates**: This panel only appears when there is a suspicion. No empty account shows the yellow banner — if it isn't there, there is nothing to review. 2. **The suggested pair**: The two spellings side by side, each with the CNPJ (when there is one) and how many contacts it has. The one with more contacts is the natural candidate to stay. 3. **The similarity and "Unificar" (Merge)**: The percentage measures only how much the **names** resemble each other. **"Unificar" (Merge)** opens the confirmation, where you choose which company stays — nothing is merged on click. 4. **Search and count**: Searches by name, CNPJ or industry. Beside it, how many companies are being shown out of how many exist. 5. **The list**: Name, CNPJ or `sem CNPJ`, industry and the number of contacts. Clicking a row opens the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos) already filtered by that company. #### Merging two companies 1. **Check that it really is the same business**: The percentage is a **suggestion of similar spelling**, not proof. `Auto Peças Zona Sul` and `Auto Peças Zona Norte` score high and are two different stores. You decide. 2. **Click "Unificar" (Merge)**: Opens the confirmation with the two companies and a selector for which one stays. The suggested one is the one with more contacts, but you can choose the other. 3. **Read the consequence sentence**: It says how many contacts change company and which name will be removed. Check especially the **name that stays**: it is the one that will appear everywhere afterward. 4. **Confirm**: The contacts move to the chosen company and the other one is deleted. A notice confirms how many contacts were reassigned. > **"Unificar" (Merge) can't be undone:** There is no undo button on this screen or on any other: the removed company ceases to exist. And when the panel suggests a group of three, the merge happens **one at a time** — if the third fails, the first two have already happened and stay done. When in doubt, don't merge: two separate companies get in the way far less than a wrongly merged record. #### And when they are NOT the same company? Not every similar spelling is a duplicate — two brokerages with nearly identical names may be competitors. The **"Não são a mesma" (Not the same)** button dismisses the group: it leaves the list and doesn't come back. Nothing is deleted or merged, and the notice right after confirming has **"Desfazer" (Undo)**. If a **new** company with a similar name arrives later, the new suggestion appears normally — the dismissal applies only between the companies you reviewed. #### When the panel won't make a suggestion - Companies with **different, filled-in CNPJs** never appear together — and if you try, the merge is refused. A filled-in CNPJ is the cheapest safeguard against a wrong merge. - Names that don't look alike slip through. `Bom Trigo` and `Padaria do Seu Zé`, if they are the same business, stay separate: merge them by hand by entering the same company name on the contacts. - Groups you **dismissed** with "Não são a mesma" (Not the same). - **Only an Admin or Owner merges (and dismisses).** Someone with the agent role sees the duplicates panel, but without the buttons. #### Large base The list shows at most **200 companies**, those with the most contacts first, and warns when it is truncated. Beyond that, the search stops filtering only what's on screen and starts searching the whole base **from two characters** — if you typed a single letter and found nothing, that's why. In the dashboard: "Abrir Empresas" (Open Companies). How people search: duplicate companies; merge companies; combine duplicate company; merge company records; search company by cnpj; contacts from the same company; list of client companies; company with a different name. ## Calendar: meetings the AI books in the conversation, side by side with your Google Calendar URL: https://attendto.com.br/en/manual/agenda Menu: Operations > "Agenda" (Calendar) The "Agenda" (Calendar) is the weekly read-only screen with the meetings the AI booked during conversations with leads, alongside the busy times in your Google Calendar. When it appears: Always in the menu, for all roles. The week grid appears after Google Calendar is connected in "Configurações" (Settings), in the "Agenda" (Calendar) tab; before that, the screen shows the invitation to connect. ### Who can use it - Owner: Sees the week and each meeting's details, opens the conversation, and connects Google Calendar through the screen's button, which leads to "Configurações" (Settings). - Admin: The same as the owner. - Agent: Sees the same week and the meeting details, and opens the conversation. Connecting Google Calendar is up to the owner or an admin: the button leads to "Configurações" (Settings), which doesn't open for those who handle conversations (it sends them back to the "Painel" (Dashboard)). ### Screens #### "Agenda" (Calendar) The Calendar screen is for seeing, week by week, the meetings the AI booked with leads and the times already busy in Google Calendar, and for opening the conversation of each meeting. Address in the dashboard: `/app/agenda` ![Screenshot of the "Agenda" (Calendar) screen. The Calendar screen is for seeing, week by week, the meetings the AI booked with leads and the times already busy in Google Calendar, and for opening the conversation of each meeting.](https://attendto.com.br/prints-do-manual/agenda--semana.png) The "Agenda" (Calendar) screen in the demo account, with sample data and blurred values. ##### Week navigation The week runs from Sunday to Saturday, as in Google Calendar. Buttons and actions: - **"Hoje" (Today)**: Goes back to the current week. It's disabled when you're already on it. - **"Semana anterior" (Previous week)**: The left arrow: shows the previous week. - **"Próxima semana" (Next week)**: The right arrow: shows the next week. Also appears: - The week range, as “‹day› – ‹day› of ‹month›”. - The green badge with the email of the connected Google account (or "Google conectado" (Google connected)): check that it's the company's account. ##### Legend Also appears: - Meeting booked by the AI: the colored block. - Busy in your Google: the gray block. ##### Week grid Seven day columns and the fixed 07h to 20h band; on a narrow screen, the grid scrolls sideways. Buttons and actions: - **"‹nome do lead› ‹horário›" (‹lead name› ‹time›)**: Each meeting on the grid, with the lead's name and the start time. Opens the meeting details (tooltip "Detalhes da reunião com ‹nome›" (Meeting details with ‹name›)). Also appears: - The header of each day (Sun to Sat) with the number; today is highlighted. - Saturday and Sunday lightly shaded. - The hour ruler from 07h to 20h; an appointment outside that band isn't drawn. - The gray blocks: the busy times in your Google, with no title or detail (only busy and free is read). - In today's column, the red line of the current time, which moves on its own. ##### Meeting details Title "Reunião — ‹nome do lead›" (Meeting — ‹lead name›), with the weekday, the date, and the start and end time. Buttons and actions: - **"Abrir conversa" (Open conversation)**: Closes the details and opens the lead's conversation in the Inbox, to reread what was agreed. - **"Ver no Google Agenda" (View in Google Calendar)**: Opens the event in Google Calendar, in another tab. That's where you reschedule or cancel. It only appears when the event has a link. Also appears: - The phrase "Agendada automaticamente pela sua IA durante a conversa com o lead." (Scheduled automatically by your AI during the conversation with the lead.) ##### Invitation to connect Takes up the whole screen while Google Calendar isn't connected. Buttons and actions: - **"Conectar Google Agenda" (Connect Google Calendar)** (Owner, Admin): Leads to "Configurações" (Settings), in the "Agenda" (Calendar) tab, where you connect the Google account and set the working hours for meetings. Also appears: - The title "Sua IA pode marcar reuniões sozinha" (Your AI can book meetings on its own) and the explanation: the AI offers free times within your working hours, confirms with the lead, and creates the event, with an email invitation. ##### Screen states - Loading: A skeleton block while the connection with Google is being checked. - Nothing here yet: Below the grid: "Nenhuma reunião marcada pela IA ainda — quando um lead pedir um horário na conversa, ele aparece aqui em verde." (No meetings booked by the AI yet — when a lead asks for a time in the conversation, it appears here in green.) - If something goes wrong: "Não foi possível carregar as reuniões" (Could not load the meetings), reminding you that this doesn't mean the week is free and that no appointment was canceled, with "Tentar de novo" (Try again). - Google Calendar not connected: The invitation "Sua IA pode marcar reuniões sozinha" (Your AI can book meetings on its own) with "Conectar Google Agenda" (Connect Google Calendar); meetings that already existed stay out of sight until you connect again. ### Step by step #### How to connect Google Calendar so the AI can book meetings 1. Open **"Agenda" (Calendar)** in the menu and click **"Conectar Google Agenda" (Connect Google Calendar)** (or go to "Configurações" (Settings), "Agenda" (Calendar) tab). 2. Click **"Conectar Google Agenda" (Connect Google Calendar)** and sign in with the company's Google account. 3. Check the working days and the start and end time for each one. 4. Adjust the **"Duração da reunião (min)" (Meeting duration (min))** and the **"Intervalo entre reuniões (min)" (Gap between meetings (min))**, and click **"Salvar expediente" (Save working hours)**. 5. Go back to **"Agenda" (Calendar)** and check the green badge with the right account's email. #### How to see next week's meetings 1. Open **"Agenda" (Calendar)** in the menu. 2. Click **"Próxima semana" (Next week)** (the right arrow) as many times as you need. 3. Click **"Hoje" (Today)** to go back to the current week. #### How to open the conversation of a meeting scheduled by the AI 1. On the grid, click the meeting's colored block. 2. In the details, click **"Abrir conversa" (Open conversation)**: the lead's conversation opens in the Inbox. #### How to reschedule or cancel a meeting booked by the AI 1. Click the meeting on the grid and then **"Ver no Google Agenda" (View in Google Calendar)**. 2. In Google Calendar, reschedule or delete the event (deleting also cancels it for the guest). 3. Go back to the details, click **"Abrir conversa" (Open conversation)**, and let the lead know yourself: Google doesn't send a message over WhatsApp. ### Frequently asked questions #### Can you create or drag a meeting directly in the Calendar? No. The Calendar is read-only: meetings are born in the conversation, when the lead picks one of the times the AI offers. Changes are made in Google Calendar. #### Can agents see the Calendar? Yes. All roles see the week and the meeting details. Only the Google connection and the working hours, in "Configurações" (Settings), stay with the owner and admins. #### Why doesn't the "Ver no Google Agenda" (View in Google Calendar) button appear on a meeting? It only appears when the event has the Google link. Without a link, use "Abrir conversa" (Open conversation) and check the event directly in Google Calendar. #### Do the titles of my personal appointments show up for the team? No. Only the busy periods come from Google, which the grid draws as gray blocks with no name, no participants, and no description. #### Did a meeting booked for 21h disappear from the grid? It exists, but the grid only draws from 07h to 20h. Check Google Calendar or the lead's conversation. ### Guide: "Agenda" (Calendar) The week with the meetings booked during conversations. It is a read-only screen: the hours are defined in "Configurações" (Settings), and cancellations happen in Google Calendar. In the middle of a conversation the lead asks if you can talk by video, receives three free time slots, picks one, and the event is created in your Google Calendar. This screen is where you watch that happen — **and nothing else**. Here you cannot create, drag, reschedule, or cancel any meeting. #### The week On screen: Weekly calendar grid from Sunday to Saturday, 07h to 20h, with one meeting booked on Friday. The week from Sunday to Saturday, 07h to 20h. 1. **Navigating and the connected account**: **"Hoje" (Today)** returns to the current week; the arrows move one week at a time. The green badge next to the date range shows **which Google account** is linked — check that it is the right company account. 2. **The legend**: **"Reunião marcada pela IA" (Meeting booked by the AI)** is the colored block; **"Ocupado no seu Google" (Busy in your Google)** is the gray one. Those are the only two types of block on the grid. 3. **The days**: Sunday to Saturday, with today highlighted. Saturday and Sunday appear shaded even when you work on those days. 4. **The hours range**: The grid runs from **07h to 20h**, and that range is fixed. An appointment outside it exists, but it is not drawn here. 5. **The day's lanes**: The gray rectangles are your private Google appointments: they appear as busy areas, with no title or detail. None of their content is read. 6. **A booked meeting**: The lead's name and time. Click it to open the details, with **"Abrir conversa" (Open conversation)** — to reread what was agreed before joining the meeting — and **"Ver no Google Agenda" (View in Google Calendar)**. #### Where availability is set Not here. It is in [Settings](https://attendto.com.br/en/manual/configuracoes), on the **"Agenda" (Calendar)** tab (**"Google Agenda e expediente" (Google Calendar and working hours)**). It is the screen that decides whether any meeting will exist, so it is worth opening on day one even if you do not intend to change anything. - **The days of the week**: Each day has a checkbox and, when checked, a start time and an end time. An unchecked day appears as `fechado` and is never offered. - **"Duração da reunião (min)" (Meeting duration (min))**: The size of the block that will be reserved. Thirty minutes is a reasonable starting point for a qualification conversation; one hour fills the calendar quickly. - **"Intervalo entre reuniões (min)" (Gap between meetings (min))**: The mandatory breathing room before and after each meeting. Zero here produces that day when one meeting starts the second the other ends. From your Google calendar, only the **busy and free blocks** are read. The title, attendees, and description of your appointments are not accessed, which is why the grid shows gray rectangles with no name. #### How a meeting is booked 1. **The topic comes up in the conversation**: The lead asks for a time, or the conversation reaches the point where a meeting is the natural next step. 2. **Three time slots are offered**: Always with **at least two hours' notice**, within the working hours you defined, respecting the duration, the buffer, and whatever is already busy in your Google. 3. **The lead chooses**: They reply in the conversation itself, without leaving WhatsApp and without a scheduling link. 4. **The event is created in Google Calendar**: And, if the contact has an email on file, they are added as a guest — the invitation is sent by email directly from Google. Without an email, the event exists all the same, just without an invitation. #### When no meeting is offered > **Without availability, the topic is simply not brought up:** If there is no free time slot to offer, **no time is offered and the lead is not told about it**. The conversation continues normally, with no meeting and no sign that anything is missing. You do not see an error anywhere — you see an empty calendar and conclude that nobody wanted to book. The three causes, in order of frequency: - **Google Calendar is not connected.** The whole screen turns into the **"Conectar Google Agenda" (Connect Google Calendar)** invitation, and the meetings that already existed become invisible in the meantime — they did not disappear, they just cannot be read. - **All days are unchecked** in "Configurações" (Settings). This is the state of someone who connected Google and did not scroll down to the working hours. - **The entire week is taken** by your own appointments. In this case there is no defect at all: it is a lack of space, and the fix is to free up space. > **These working hours are different from the service hours:** The working hours on the **"Agenda" (Calendar)** tab say when you accept **meetings**. The hours in [Settings](https://attendto.com.br/en/manual/configuracoes) → **"Atendimento" (Service)** say when **people** are available for conversation. Setting up one and forgetting the other is what produces a meeting booked for 19:30 on a Friday with the office closed. Keep both consistent from the start. #### Rescheduling and canceling From the meeting on the grid, **"Ver no Google Agenda" (View in Google Calendar)** opens the event there, and that is where you reschedule or cancel — deleting the event in Google really cancels it, including for the guest. Once that is done, notify the lead: use **"Abrir conversa" (Open conversation)** in the same details view and write to them yourself. Canceling in Google sends no message through WhatsApp. #### What it looks like when everything is running smoothly - The green badge at the top shows the **email of the right account** — the company's, not the personal one of whoever did the setup. - The days checked in Settings match the days when someone is available to respond. - The grid has gray blocks (your real life) and colored blocks (the meetings the conversations produced) living together, instead of a blank week. - Meetings fall **within the 07h to 20h range**. If you arrange meetings at 21h, they will not appear drawn here. - The [Dashboard](https://attendto.com.br/en/manual/painel) shows the **"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)** card. If it disappears from the Dashboard, that is the first sign that nothing has been booked in a while. In the dashboard: "Abrir a Agenda" (Open Calendar). How people search: whatsapp meeting calendar; ai books meeting; automatic scheduling with lead; integrate google calendar; view booked meetings; cancel meeting booked by ai; meeting availability; sales calendar. ## Handoff: the queue for passing leads from the AI to human service, with the lead dossier URL: https://attendto.com.br/en/manual/handoff Menu: Operations > Handoff Handoff is the handoff queue: it gathers the conversations the AI passed to a team member, with the reason, wait time and lead dossier, and it is where you choose who takes over each one. ### Who can use it - Owner: Sees the queue and the numbers, reads the dossier, writes and removes notes, chooses the agent, takes over conversations and returns them to the AI. - Admin: Same access as the Owner. - Agent: Same access: sees the queue, reads the dossier, adds notes, chooses the agent, takes over conversations and returns them to the AI. ### Screens #### Handoff The Handoff screen is for seeing who is waiting for a human, understanding why the AI passed the conversation and handing it to an agent who comes in already knowing what the lead said. Address in the dashboard: `/app/handoff` ![Screenshot of the Handoff screen. The Handoff screen is for seeing who is waiting for a human, understanding why the AI passed the conversation and handing it to an agent who comes in already knowing what the lead said.](https://attendto.com.br/prints-do-manual/handoff--fila-de-transbordo.png) The Handoff screen in the demo account, with sample data and blurred values. How to get there: Through the **Handoff** menu item, under "OPERAÇÃO" (OPERATIONS). The screen subtitle says **"Transbordo humano estruturado" (Structured human handoff)**. ##### Queue numbers Four cards at the top, all read-only. Fields and filters: - **Handoff accuracy**: The percentage of times the team agreed with the AI's qualification, based on the **"Concordo" (Agree)** and **"Discordo" (Disagree)** votes given in the Inbox dossier. Below, how many evaluations exist, or **"sem feedback ainda" (no feedback yet)**. - **"Na fila agora" (In queue now)**: How many conversations are waiting for a human right now. If the queue cannot be read, it shows a dash and **"não foi possível contar" (could not count)**, never zero. - **"Tempo médio aguardando" (Average wait time)**: The average wait of the conversations that are in the queue right now, in short format (minutes, hours or days). - **"Satisfação (CSAT)" (Satisfaction (CSAT))**: The average of the 1-to-5 ratings given by leads after service and how many ratings exist, or **"sem notas ainda" (no ratings yet)**. Buttons and actions: - **"por atendente" (per agent)**: Pill on the satisfaction card: on hover, it shows each agent's average and number of ratings. Only appears when there are already ratings per agent. ##### Handoff queue The list on the left: one row per conversation waiting for a human or already in human service. Buttons and actions: - **‹lead›**: Clicking a row opens that lead's dossier beside it. The first conversation in the queue is already open. Also appears: - The lead's avatar and name, with the wait time on the right. - The handoff reason (for example, the lead asked for a person, the order was complete, or **"Possível robô do outro lado" (Possible bot on the other end)**, when the AI stopped to avoid looping with an automatic reply); with no reason recorded, **"Transbordo solicitado" (Handoff requested)**, or **"Em atendimento humano" (With a human agent)** when someone has already taken over. - The score band with the number (**"Quente" (Hot)**, **"Morno" (Warm)**, **"Frio" (Cold)** or **"Sem score" (No score)**). - The selected row is highlighted with a side bar. ##### Header of the selected lead Who the lead is, how they arrived and their score. Also appears: - Name, company or phone and the conversation channel. - The score band with the number. ##### LEAD DOSSIER: opening The first lines of the dossier say why the conversation is here and for how long. Also appears: - Badge **"Esperando há ‹tempo›" (Waiting for ‹time›)** when the conversation is waiting for a human. - **"Por que veio para um humano:" (Why it came to a human:)** followed by the handoff reason. - Without a handoff: **"Sem transbordo: ‹nome› está com a conversa, e a IA não responde por cima." (No handoff: ‹name› has the conversation, and the AI does not reply over them.)**, **"Esta conversa ainda não foi transbordada — a IA segue conduzindo." (This conversation has not been handed off yet — the AI keeps leading.)** or the notice that the AI is silent in that conversation and until when. - Total messages since the conversation began and the lead's **"humor do lead" (mood)** measured by the AI (hover to see when it was measured). ##### WHAT THE AI HAS ALREADY AGREED The summary of this conversation written by the AI at the moment of the handoff. Also appears: - AI text, without quotation marks, with **"Próximo passo sugerido:" (Suggested next step:)** and the signature **"Resumo da IA · ‹data›" (AI summary · ‹date›)**. - Only valid for this conversation: what was agreed in earlier conversations with the same lead is left out. - With no handoff yet, the block explains that the summary is created at the handoff. With a handoff and no summary, it says the AI does not write one when it cannot read the conversation in time. ##### WHERE THEY GOT STUCK The lead's objections across all of their conversations. Also appears: - The objection type (AI classification), the date and, in quotation marks, the lead's literal sentence. - An objection from another conversation carries the label **"de uma conversa anterior" (from a previous conversation)**. - When the list is long, the line **"Mostrando as ‹n› mais recentes de ‹total›." (Showing the ‹n› most recent of ‹total›.)** notes the cutoff. - Sentence removed at the data subject's request (LGPD): the objection stays listed, without the quote. - With no objections: **"Nenhuma objeção registrada para este lead — em conversa nenhuma." (No objection recorded for this lead — in any conversation.)** ##### HOW THE SCORE CHANGED The history of the lead's score and the signals the AI has already captured. Also appears: - Line chart with the score measurements and the warm (50) and hot (75) boundaries marked. Hover over a point to see the date and score. - Summary sentence: **"Subiu" (Rose)**, **"Caiu" (Fell)** or **"Estável em ‹nota›" (Stable at ‹score›)** since the first measurement shown. - With a single measurement, the score number appears instead of the chart, with the measurement date. - Each signal that "Qualificação" (Qualification) asks for appears with **"capturado" (captured)** or **"ainda não" (not yet)** and, when captured, the sentence of what the AI understood, marked **"como a IA entendeu" (as the AI understood it)**. ##### CONVERSATION PACE Messages per day over the last 14 days. Also appears: - Separate bars for **Lead** and **"Nosso lado" (Our side)**, with the totals in the legend. A day with no messages stays empty. - Below, **"A última coisa que ele disse, em ‹data›" (The last thing they said, on ‹date›)**, with the lead's sentence. ##### FIT WITH THE IDEAL CUSTOMER Only appears when the account has described the ideal customer in "Configurações" (Settings). Also appears: - A ring from 0 to 100 and the sentence on how the AI compared the lead with the profile, with the evaluation date. ##### WHAT THE AI KEPT ABOUT THIS LEAD The memory the AI writes for itself across all of the lead's conversations. Also appears: - AI text with the signature **"Memória da IA · atualizada em ‹data›" (AI memory · updated on ‹date›)**. ##### TEAM NOTES The only part of the dossier written by the team; it stays attached to the lead, even in new conversations. Fields and filters: - **"O que o próximo atendente precisa saber?" (What does the next agent need to know?)**: The note text. **Ctrl + Enter** saves; near the character limit, the counter shows how many are left. Buttons and actions: - **"Anotar" (Add note)**: Saves the note with the name of whoever wrote it and the date. - **"Remover a anotação de ‹autor›" (Remove ‹author›'s note)**: The trash can on each note opens the confirmation **"Remover esta anotação?" (Remove this note?)**. Also appears: - With no notes: **"Ninguém anotou nada sobre este lead ainda." (Nobody has noted anything about this lead yet.)** - If saving fails, the text stays in the field with the notice **"Não foi possível salvar a anotação." (The note could not be saved.)** ##### Confirmation: Remove this note? Shows who wrote it and the text. The rest of the dossier does not change, and the removal cannot be undone. Buttons and actions: - **"Remover anotação" (Remove note)**: Deletes the note. - **"Cancelar" (Cancel)**: Keeps the note. ##### Taking over the conversation The dossier footer, with the reminder **"Ao assumir, o lead vê o nome do atendente — nunca o nome da IA." (When you take over, the lead sees the agent's name — never the AI's name.)** Fields and filters: - **"Atendente" (Agent)** (required): Team list, starting at **"Selecione…" (Select…)**. Choose who will handle it. Buttons and actions: - **"Assumir conversa" (Take over conversation)**: Assigns the conversation to the chosen agent and opens it in the Inbox, ready to reply. It stays disabled until someone is chosen; while sending it shows **"Assumindo…" (Taking over…)**. - **"Devolver para a IA" (Return to the AI)**: Takes the conversation out of the queue and returns it to the AI. If it fails, the notice says it remains in the queue. When the account's AI has been turned off, the button gives way to the sentence **"A IA desta conta foi desligada: a conversa segue com a equipe." (This account's AI has been turned off: the conversation stays with the team.)** ##### Screen states - Loading: **"Carregando a fila de transbordo…" (Loading the handoff queue…)** until the first response (the **"Na fila agora" (In queue now)** card shows a dash and says loading); the selected lead's dossier appears as gray blocks until it arrives. - Nothing here yet: With nobody in the queue: **"Nenhuma conversa aguardando transbordo humano." (No conversations waiting for human handoff.)** - If something goes wrong: If the queue does not load: **"Não foi possível carregar a fila de transbordo" (The handoff queue could not be loaded)**, with a notice that there may be people waiting that the screen could not read, and **"Tentar de novo" (Try again)**. The **"Na fila agora" (In queue now)** card shows a dash. - The lead's dossier did not load: The block shows **"Não foi possível carregar o dossiê" (The dossier could not be loaded)**, asks you not to decide from it until you reload, and offers **"Tentar de novo" (Try again)**. - There are no votes or ratings yet: **Handoff accuracy** and **"Satisfação (CSAT)" (Satisfaction (CSAT))** show a dash, with **"sem feedback ainda" (no feedback yet)** and **"sem notas ainda" (no ratings yet)**. ### Step by step #### How to take over a conversation that the AI passed to the team 1. Open **Handoff** in the menu. 2. In the **"Fila de transbordo" (Handoff queue)**, click the lead who has waited the longest or the hottest one. 3. Read **"Por que veio para um humano:" (Why it came to a human:)**, **"O QUE A IA JÁ COMBINOU" (WHAT THE AI HAS ALREADY AGREED)** and **"ONDE ELE TRAVOU" (WHERE THEY GOT STUCK)**. 4. In **"Atendente" (Agent)**, choose who will handle it and click **"Assumir conversa" (Take over conversation)**: the Inbox opens on the conversation, ready to reply. #### How to return a conversation to the AI when it did not need a human 1. In **Handoff**, click the conversation in the queue. 2. Check the reason and the dossier to make sure the AI can handle it. 3. Click **"Devolver para a IA" (Return to the AI)**: the conversation leaves the queue and the AI resumes. #### How to leave a note for the next agent 1. Open the lead in the **Handoff** queue (or the conversation dossier in the Inbox). 2. In **"ANOTAÇÕES DA EQUIPE" (TEAM NOTES)**, write in the **"O que o próximo atendente precisa saber?" (What does the next agent need to know?)** field. 3. Click **"Anotar" (Add note)** or press **Ctrl + Enter**. The note stays with the lead, including in future conversations. #### How to measure whether the AI is handing off the right leads 1. Ask the team to answer **"A qualificação da IA está correta?" (Is the AI's qualification correct?)** with **"Concordo" (Agree)** or **"Discordo" (Disagree)** in the Inbox dossier after taking over. 2. Follow the **Handoff accuracy** card at the top of Handoff. 3. If the percentage is low, review the signals and weights in "Qualificação" (Qualification). #### How to see lead satisfaction by agent 1. In **Handoff**, find the **"Satisfação (CSAT)" (Satisfaction (CSAT))** card. 2. Hover over the **"por atendente" (per agent)** pill to see each person's average and number of ratings. ### Frequently asked questions #### What is the difference between taking over from Handoff and taking over from the Inbox? The result is the same: the conversation stays with the chosen person and the AI stops. Handoff shows the queue with the reason, wait time and dossier side by side and lets you choose another agent; in the Inbox, whoever replies takes it for themselves or picks someone with the button for who handles it. #### Why do conversations already in service stay in the Handoff queue? The queue shows who is waiting for a human and also who is already with an agent, so management can follow both. The **"Na fila agora" (In queue now)** card counts only those still waiting. #### What is Handoff accuracy? It is the percentage of team evaluations that agreed with the AI's qualification at the time of service. It shows whether the AI is passing the right leads to humans. #### Does taking over the conversation from Handoff send any message to the lead? No. Taking over only changes who handles the conversation and silences the AI. The lead gets the first message when the agent replies, already with the agent's name. #### Why is the AI summary empty in the dossier? The summary is written at handoff. If the conversation has not been handed off yet, the block is intentionally empty; if it has and the block is still empty, the AI could not read the conversation in time and chose not to make anything up. #### Who can delete a team note? Any team member with access to the dossier, always after the **"Remover esta anotação?" (Remove this note?)** confirmation. Removal cannot be undone. #### Does "Tempo médio aguardando" (Average wait time) count conversations that have already been handled? No. It is the average wait time only for conversations that are in the queue right now, with no one handling them. ### Guide: Handoff to a human When the conversation leaves the AI and goes to a person on the team, how that happens, and what the lead sees on the other side. No AI closes everything on its own: even when it guides the order all the way to the end, it is a person on the team who confirms it and takes it from here. The point where it hands the conversation to a person is the most delicate moment of the service — and it is what this screen takes care of. #### When the conversation is handed over - **The lead asked**: "I want to talk to someone", "call me", "is there an agent there?" The AI recognizes the request and stops right away, without insisting. - **The AI did not understand or the lead got irritated**: It did not understand what the person meant, or the lead became frustrated with the service: the conversation comes here before it gets worse. A question it cannot answer does not hand off on its own, and it does not make things up: by default, it says it will confirm that detail with a specialist — a phrase that does not open a handoff, so the conversation does not show up here because of it. With **"Conduzir até o pedido completo" (Guide through to the complete order)** turned on, it says it does not have the information and asks whether the lead wants to talk to a person; if they ask, the conversation comes here. - **The lead heated up or wants to buy**: The score reached the "Quente" (Hot) band (75 points or more), or the lead said they want to buy while already "Morno" (Warm) (50 or more) or with everything that the ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao) asks for answered. In **"Modo atendimento" (Service mode)** (direct sales, in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) → "IA & persona" (AI & persona)), whoever says they want to buy is handed off without waiting for the score. Outside it, purchase intent from a "Frio" (Cold) lead does not hand off: choosing an option or providing a piece of data the AI asked for ("Pix", "the original") is not a purchase request, so it keeps qualifying, and the journey records **"Intenção de compra sem evidência" (Purchase intent without evidence)**. What counts for points is what the "Qualificação" (Qualification) asks for; the lines at 50 and 75 are fixed. Outside business hours, this reason does not interrupt the lead: the conversation enters the queue without notice and the AI keeps going with them until the team opens. If **"Conduzir até o pedido completo" (Guide through to the complete order)** is turned on (a new account is already created this way), in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes#configuracoes) → "IA & persona" (AI & persona), this reason generally does not hand off: the AI continues until the complete order. It only appears here when the AI cannot answer safely to that message (the answer was blocked by the check or the price is not registered): then the conversation comes to the team with this reason. - **The order is complete**: With **"Conduzir até o pedido completo" (Guide through to the complete order)** turned on, the message in which the customer answers the last item that the ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao) asks for hands the conversation over to here with the reason **"Pedido completo" (Complete order)**: ticket, alert in the bell and on mobile, and round-robin, like any handoff. The customer reads the order summary written by the AI and that a person on the team will confirm everything with them here. Outside business hours, they do not receive an out-of-hours notice and the conversation waits in the queue for opening. The AI keeps replying until someone takes over. - **You stepped in on your own**: You read the conversation in the Inbox and decided to take over. No reason is needed. #### The sentence the lead reads at handoff When the AI hands over the conversation, the sentence changes according to the reason. None of them promises a priority or deadline that your team did not set up. - **Heated up or wants to buy**: "Great! I'll hand the conversation over to a person on the team, who will continue with you from here. Just a moment." - **Asked for a person**: "Of course! I'll call a person from the team to talk with you. Just a moment." - **Got irritated**: "I'm sorry for the inconvenience. I'll call a person from the team to assist you. Just a moment." - **The AI did not understand**: "I'll call a person from the team to continue with you from here. Just a moment." - **Outside business hours**: "Our team is outside business hours right now, but your conversation has been recorded and a person will speak with you at the next service hours. In the meantime, I can keep helping you here." For someone who got irritated, the sentence starts with an apology. Someone who heated up or wants to buy hears no sentence at all: the AI keeps the conversation going and your team finds the lead in the queue when it opens. #### What the lead sees This is the part that matters most and the one almost everyone gets wrong. When you take over, the lead **starts seeing your name**. Not the AI's name, not "customer service", not a robot with a human name. How the name appears depends on the channel. In the **Web chat**, it sits above the bubble, the same way you see it in the dashboard. On **WhatsApp** and **Instagram** there is no sender field — every message arrives from the company's number and account —, so the name goes at the start of the text itself. It is the only way these two channels allow, and it is what prevents the lead from spending an hour chatting without knowing whether they are talking to a person. - **WhatsApp**: `*Luis Roberto:* Boa tarde, Augusto!` — in bold, which is the markup WhatsApp understands. - **Instagram**: `Luis Roberto: Boa tarde, Augusto!` — Direct has no bold, so the name goes in plain text. - **Web chat**: `Boa tarde, Augusto!`, with **Luis Roberto** at the top of the bubble — the widget shows the name, so it does not need to go in the text. - **"E-mail" (Email)**: `Luis Roberto: Boa tarde, Augusto!` at the start of the body. The sender of the email is the company's address, not yours. In the dashboard nothing changes: you keep seeing only what you typed, with your name outside the bubble. The prefix exists only in the outgoing message. There are cases where the name does not go along, for lack of a place to write it: - **"Modelo aprovado" (Approved template)** — the text is pre-approved by Meta and accepts no additions. - **Voice message** — it is audio; if you want to introduce yourself, say so in the recording itself. - **Attachment without a caption** — there is no text to write in; a caption that was only your name would be noise. - **SMS** — each segment of the message is billed separately, and the segment size changes with accents. Rather than risk doubling the cost of a send, the name is not included in any SMS. - **Message at the channel's size limit** — then the signature is dropped so the message fits. Delivering matters more than signing. Apart from these cases, the name always goes along. For the person on the other side, the conversation simply continued — only now with a person. There is no awkward announcement of the switch, no repeating of what was already said. The whole history is still there. > **Read before you write:** The worst handoff in the world is the agent who arrives asking "how can I help?" after the lead has already explained everything. The whole conversation is in front of you. Use it. #### The Handoff screen On screen: Handoff screen with the queue of conversations waiting for human service. The queue of who is waiting, with the reason and for how long. 1. **The queue numbers**: How many are waiting now and how long the oldest has been waiting. If **"Tempo médio aguardando" (Average wait time)** grows every day at the same time, you have found where you are short of people. 2. **Who is waiting**: One row per conversation, with the handoff reason and the lead's temperature. Click to open the lead record alongside. 3. **The lead dossier**: Everything already known about them: what the AI agreed, where they got stuck, how the score changed, the pace of the conversation, and the team's notes. It is the thirty seconds you read before writing the first word — explained in detail just below. At the end of the dossier are **"Atendente" (Agent)** and **"Assumir conversa" (Take over conversation)**. Choose who will handle it and click: the notice right above the button repeats the one rule that never changes — the lead sees the agent's name. You can also take over directly from the [Inbox](https://attendto.com.br/en/manual/inbox). The difference is that here the queue comes with the reason, the wait time, and the signals up front — which is what you need to decide the order. #### The lead dossier It is the report that appears next to the queue — and the **same** one that stays in the conversation panel after you take over. It exists so you walk in informed, without scrolling through the whole conversation for what was already said. On screen: Lead dossier on the Handoff screen, with AI summary, objections, charts, and notes. Everything already known about the lead, in a single read. 1. **"O que a IA já combinou" (What the AI has already agreed)**: The summary of **this conversation** and the suggested next step. Text **from the AI** — that is why it comes without quotation marks and signed with the date. 2. **"Onde ele travou" (Where they got stuck)**: The objection type is the AI's classification; the sentence **in quotation marks is the lead's**, word for word. It is what you should not make them repeat. 3. **"Como a nota andou" (How the score changed)**: They heated up or cooled off, and **since when** — the signal list only shows now. The dotted lines, with the number written at the end, are warm (50) and hot (75). Below, each signal with what the AI understood they said. 4. **Pace of the conversation**: Messages per day, from the lead and from your side. An empty day is real silence. At the bottom, the last thing they said. 5. **What the AI kept**: The memory it writes for itself in long conversations, with the date of the last update. Right below are the **"Anotações da equipe" (Team notes)**, the only part of the dossier written by people. - **"O que a IA já combinou" (What the AI has already agreed)**: One or two sentences about what was agreed **in this conversation**, plus the suggested next step. It is text **written by the AI**, not the lead's speech — that is why it appears without quotation marks and signed. What was agreed in an earlier thread of the same lead does not come in here: it would be you demanding today an agreement this conversation did not have. The summary is created **at handoff** — when the AI decides on its own, when a colleague requests it with the "Gerar handoff para humano" (Generate handoff to a human) button, and when someone takes over a conversation that was still the AI's; that is why the click takes a moment, it is the AI writing. **As long as nobody hands off, the block stays empty, and that is expected.** After a handoff it can also be empty: when the AI cannot read the conversation in time, it prefers not to write rather than write a generic sentence — the screen says there is no summary instead of making one up. - **"Onde ele travou" (Where they got stuck)**: The objections they raised, with their **literal sentence** in quotation marks. They belong to the **lead**, not just this thread: anything that came from an earlier conversation appears marked that way, because "I think it's expensive" from March still holds today. The type (price, timing, trust…) is the AI's classification; the sentence is the lead's. When there are more than twelve, the list shows the most recent and says how many there are. If the data subject requested removal of the sentence under LGPD, the objection stays listed and the quote disappears — the screen says so. - **"Como a nota andou" (How the score changed)**: The line shows the score at each measurement, with the warm (50) and hot (75) boundaries marked and numbered. It serves a question the signal list does not answer: did they **heat up or cool off**, and since when. The score belongs to the **lead** and adds up all their conversations. With only one measurement, the number appears — a point is not a line. Not every score change becomes a point in the history; when the current score is not the last recorded measurement, the screen shows both. - **Pace of the conversation**: Messages per day over the last 14 days, split between the lead and our side. A day without messages appears empty on purpose: silence counts. Twelve from our side to two from theirs is a lead cooling off, and that changes the tone of your first sentence. - **What the AI kept about this lead**: The memory it writes for itself in long conversations. It is also the AI's text, not a quote. It spans all of the lead's threads and is only rewritten from time to time — that is why it comes with the date of the last update, which is usually the oldest fact on the screen. - **Which conversation each thing belongs to**: Half of the dossier is **about this conversation** (the AI summary, the lead's mood, the pace, and their last statement) and half is **about the whole lead** (the score, the objections, the memory, and the notes). Each block says which of the two it is speaking about — an agreement borrowed from another thread would make you demand something nobody promised here. - **"Anotações da equipe" (Team notes)**: What **you** write for the next agent. It stays attached to the lead: it is still here tomorrow, in a new conversation thread. "Remover" (Remove) asks for confirmation, and both creating and removing are in the audit trail — which records who, when, and the size, never the text: deleting the note really deletes it. If the data subject requests to be forgotten (LGPD), the notes about them and the AI's memory disappear along with it. > **The dossier does not make things up:** A sentence in quotation marks is the lead's, word for word. Text without quotation marks is the AI's — including the sentence beneath each score signal, which is what it **understood** they said, not what they typed. And when this screen cannot load, it says it **could not** — it never shows "no objections" in its place. The difference between "there are none" and "I don't know" is the difference between a good decision and a bad one. #### After resolving - **Return it to the AI** when the matter that required you is over. It resumes the follow-up and keeps contacting the lead if they go quiet. - **End it** when the conversation has truly finished. If the lead writes again, it reopens on its own. - **Move the card** in the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil) if the deal moved forward. A proposal that was sent and stays stuck in "Qualificando" (Qualifying) fades from your mind in two days. #### When the queue starts to hurt - **The queue is always flagged as late**: Either the deadline is too short for the size of the team, or your AI is handing off conversations it could resolve. Before hiring people, look at the handoff reasons: if the same topic repeats, the answer is missing from the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento) and the handoff goes away on its own. - **Everyone asks for a human right at the start**: It is usually distrust, not doubt. A more direct tone and a first reply that already delivers something useful reduce this — the tone is adjusted in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes). - **I took over the conversation and the lead disappeared**: Check the time: if a long time has passed since their last message, the WhatsApp window may have closed and only an approved template can go through. The reply field warns you and offers the templates. See ["Modelos de mensagem" (Message templates)](https://attendto.com.br/en/manual/modelos-de-mensagem). - **Nobody knows who owns the conversation**: "Assumir" (Take over) is what fixes it: until someone takes it, the conversation belongs to everyone and to no one. Take it over before you write, even if you are going to reply within ten seconds. > **What a healthy queue looks like:** Empty most of the day, with rare delays and varied reasons. A repeated reason is a content gap; a queue that is always full means a poorly chosen deadline or a small team, and both can be adjusted, but not with the same remedy. In the dashboard: "Abrir Handoff" (Open Handoff). How people search: handoff queue; handoff to a human; transfer conversation from AI to agent; take over WhatsApp conversation; handoff accuracy; lead dossier; queue wait time; note for the next agent; return to the AI; CSAT per agent; why did the AI transfer. ## "Supervisão" (Supervision): how to track conversations and each agent's workload URL: https://attendto.com.br/en/manual/supervisao Menu: Operations > "Supervisão" (Supervision) "Supervisão" (Supervision) is the service manager's screen: it shows live how many conversations are in the queue, with the AI, and with each agent, and opens any team conversation in read-only mode, with the reading logged in the audit trail. When it appears: Appears in the menu only for the Owner and the Admins of the account. ### Who can use it - Owner: Sees the operation's pulse, the team cards, the conversation list with all filters, and reads any conversation. Each read is logged in the audit. - Admin: Same access as the Owner, with the same read log. - Agent: Does not see the item in the menu. Anyone who opens the "Supervisão" (Supervision) URL is sent back to "Painel" (Dashboard), and colleagues' conversations are not delivered. ### Screens #### "Supervisão" (Supervision) The "Supervisão" (Supervision) screen lets the manager see who is overloaded right now, how each agent is doing in the period, and find any team conversation by status, band, tag, agent, or search. Address in the dashboard: `/app/supervisao` ![Screenshot of the "Supervisão" (Supervision) screen. The "Supervisão" (Supervision) screen lets the manager see who is overloaded right now, how each agent is doing in the period, and find any team conversation by status, band, tag, agent, or search.](https://attendto.com.br/prints-do-manual/supervisao--visao-da-equipe.png) The "Supervisão" (Supervision) screen in the demo account, with sample data and blurred values. How to get there: Through the **"Supervisão" (Supervision)** menu item, under "OPERAÇÃO" (OPERATIONS). The subtitle says **"O que cada atendente está falando com cada lead" (What each agent is saying to each lead)**. Filters live in the page URL, so a copied link opens the same view for another manager. ##### Operations pulse **"O agora é ao vivo; satisfação, transbordos e encerradas seguem o período." (The present is live; satisfaction, handoffs, and closed follow the period.)** Hover over each number to see the explanation. Fields and filters: - **"Na fila agora" (In queue now)**: Conversations waiting for a human to take over. Highlighted when greater than zero. - **"Com a IA agora" (With the AI now)**: Open conversations that the AI is handling on its own right now. - **"Em atendimento humano" (With a human agent)**: Open conversations in an agent's hands right now. - **"IA pausada — sem saldo" (AI paused — no balance)**: Conversations where the AI stopped because the balance ran out or the spending cap was reached. Turns red when greater than zero. - **"Satisfação (CSAT)" (Satisfaction (CSAT))**: Average of the 1-to-5 ratings given at closing within the period, with the number of ratings. - **"Encerradas no período" (Closed in period)**: Conversations closed by agents within the chosen period. Buttons and actions: - **"Hoje" (Today)**: Today's period, counted from midnight in the account's time zone. - **"7 dias" (7 days)**: Last 7 days (the default period). - **"30 dias" (30 days)**: Last 30 days. - **"Sempre" (All time)**: No date limit; useful when the conversation you are looking for is outside the other windows. ##### "Equipe" (Team) **"Clique num atendente para ver só as conversas dele." (Click an agent to see only their conversations.)** One card per team member. Fields and filters: - **"em atendimento" (in service)**: The large number on the card: how many conversations the person has right now. With an active conversation, a pulsing dot appears next to the name. - **"Última resposta" (Last reply)**: How long ago the person last wrote to a lead, looking at the last 30 days. It counts who wrote, even if the conversation was later returned or reassigned. - **CSAT**: The person's average satisfaction in the period and how many ratings they received. - **"Transbordos" (Handoffs)**: Handoffs the person accepted in the period. - **"Encerradas" (Closed)**: Conversations the person closed in the period. Buttons and actions: - **"‹cartão do atendente›" (‹agent card›)**: Clicking filters the conversation list by that person and changes the period to **"Sempre" (All time)**; clicking again clears the filter. Also appears: - The card shows the person's role (**"Dono" (Owner)**, **Admin**, or **"Atendente" (Agent)**) and, when they have no active access, the badge **"Sem acesso" (No access)** or **"Convite pendente" (Pending invite)**. ##### "Conversas" (Conversations) The list of team conversations in the chosen view, with continuous loading as you scroll. Fields and filters: - **"Lead, telefone, empresa…" (Lead, phone, company…)**: Search by the lead's name, phone, company, or email. Combines with all other filters. - **"Etiquetas" (Tags)**: The same tags as in the Inbox and in the "Base de contatos" (Contact base). The number next to each counts the conversations in the current view; a tag that would bring no conversations does not appear. **"Todas as etiquetas" (All tags)** turns the filter off. Here a tag only filters: adding and removing tags is done in the Inbox. Buttons and actions: - **"Todas" (All)**: Shows conversations in any status. - **"IA respondendo" (AI replying)**: Only the conversations the AI handles. - **"Aguardando humano" (Waiting for human)**: Only the conversations in the queue. - **"Atendimento humano" (Human service)**: Only the conversations with an agent. - **"Aguardando recarga" (Awaiting top-up)**: Only the conversations stopped for lack of balance. - **"Encerrada" (Closed)**: Only closed conversations. - **"Todas as bandas" (All bands)**: Turns off the band filter. - **"Quente" (Hot)**: Only leads in the "Quente" (Hot) band. - **"Morno" (Warm)**: Only leads in the "Morno" (Warm) band. - **"Frio" (Cold)**: Only leads in the "Frio" (Cold) band. - **"Sem score" (No score)**: Only leads that do not have a score yet. - **"‹atendente› x" (‹agent› x)**: Pill for the agent chosen on the card; the **x** removes the agent filter. - **"Limpar filtros" (Clear filters)**: Turns off status, band, tag, agent, and search at once. The period stays as it is. - **"‹conversa›" (‹conversation›)**: Each row opens the full conversation in read-only mode. Also appears: - Each row shows the lead's name, how long ago the last activity was, and the last message with the name of who wrote it. - Row badges: the status (in red **"IA pausada — sem saldo" (AI paused — no balance)**; **"IA calada — resposta pelo celular" (AI silent — replied from the phone)** when someone replied from the phone), the band with the score, **"com ‹atendente›" (with ‹agent›)**, and the channel. ##### Screen states - Loading: Gray blocks fill the pulse, the team cards, and the list until the data arrives. - Nothing here yet: No agents registered: **"Sua equipe ainda não tem atendentes" (Your team has no agents yet)**, with the path "Configurações" (Settings) → "Equipe" (Team) to invite someone. - If something goes wrong: If the numbers fail to load, the pulse shows a notice with **"Tentar de novo" (Try again)** and the team cards disappear; if the list fails, it says nothing was lost and offers **"Tentar de novo" (Try again)**. - No conversation in the selection: The sentence **"Nenhuma conversa ‹recorte›" (No conversations ‹recorte›)** describes all active filters, including the period, and suggests loosening one of them or choosing **"Sempre" (All time)**. - Tags did not load: **"Não consegui carregar as etiquetas" (Could not load the tags)** appears, with **"Tentar de novo" (Try again)**; the list continues. - An agent opens the screen's URL: They are taken to "Painel" (Dashboard) without seeing anything from "Supervisão" (Supervision). #### "Conversa em leitura" (Read-only conversation) Supervision reading lets the manager read a team conversation in full, live, without being able to reply, transfer, or close it from there. Address in the dashboard: `/app/supervisao/‹…›` ![Screenshot of the "Conversa em leitura" (Read-only conversation) screen. Supervision reading lets the manager read a team conversation in full, live, without being able to reply, transfer, or close it from there.](https://attendto.com.br/prints-do-manual/supervisao--leitura-da-conversa.png) The "Conversa em leitura" (Read-only conversation) screen in the demo account, with sample data and blurred values. How to get there: By clicking a conversation in the "Supervisão" (Supervision) list. The screen title says **"Supervisão" (Supervision)** and the subtitle **"Conversa em leitura" (Read-only conversation)**. ##### Top bar The way back and the way to act. Buttons and actions: - **"Voltar à supervisão" (Back to Supervision)**: Returns to the list with the filters that were on. - **"Abrir no Inbox" (Open in Inbox)**: Opens the same conversation in the Inbox, with all the controls to assign, reply, return, and close. Also appears: - Fixed notice: **"Leitura de supervisão, somente visualização — esta visita fica registrada na trilha de auditoria da conta." (Supervision reading, view only — this visit is recorded in the account's audit trail.)** ##### Conversation header Who the lead is and what status the conversation is in. Also appears: - Avatar and name of the lead, with a pulsing dot when the conversation is open. - The band with the score, the channel, and **"com ‹atendente›" (with ‹agent›)** when someone is handling the conversation. - The status on the right: **"IA respondendo" (AI replying)**, **"Aguardando humano" (Waiting for human)**, **"Atendimento humano" (Human service)**, **"Encerrada" (Closed)**, **"IA calada — resposta pelo celular" (AI silent — replied from the phone)** or, in red, **"IA pausada — sem saldo" (AI paused — no balance)**. ##### Messages The conversation exactly as in the Inbox, without a reply box. Buttons and actions: - **"Ouvir áudio" (Play audio)**: Plays the conversation's audio in the dashboard player. Also appears: - Each bubble shows the real name of whoever wrote it (the AI with its own name, the agent with theirs), the time, and the delivery receipt. - Attachments, audio, recorded replies, undelivered-message notices, and image reading are displayed as in the Inbox. - New messages arrive on their own; the screen only follows the end if you are already at the bottom. ##### Screen states - Loading: Alternating gray bubbles fill the conversation until it arrives. - If something goes wrong: If the conversation does not load, a notice is shown with **"Tentar de novo" (Try again)**. - The conversation no longer exists: **"Conversa não encontrada" (Conversation not found)**: it may have been removed through anonymization (LGPD) or the URL is incomplete. ### Step by step #### How to see the conversations of a specific agent 1. Open **"Supervisão" (Supervision)** in the menu. 2. Under **"Equipe" (Team)**, click the person's card: the **"Conversas" (Conversations)** list then shows only theirs, with the period set to **"Sempre" (All time)**. 3. To clear the filter, click the card again or the **x** on the pill with the name. #### How to read an agent's conversation without interfering 1. In the **"Conversas" (Conversations)** list in "Supervisão" (Supervision), click the conversation. 2. Read the history on the reading screen: there is no reply box or transfer button. 3. If you need to act, click **"Abrir no Inbox" (Open in Inbox)**. #### How to find hot leads waiting in the queue 1. In "Supervisão" (Supervision), click **"Aguardando humano" (Waiting for human)**. 2. Click **"Quente" (Hot)** in the row of bands. 3. Open each conversation and, to take over, use **"Abrir no Inbox" (Open in Inbox)**. #### How to find conversations stalled for lack of balance 1. Check the **"IA pausada — sem saldo" (AI paused — no balance)** number in the **"Pulso da operação" (Operations pulse)**. 2. In the list, click **"Aguardando recarga" (Awaiting top-up)** to see which ones they are. 3. Top up in "Saldo & Recargas" (Balance & top-ups) or take over the conversations through the Inbox, since human service does not depend on balance. #### How to send a view from "Supervisão" (Supervision) to another manager 1. Turn on whichever filters you want: status, band, tag, agent, period, and search. 2. Copy the page URL from the browser bar. 3. Anyone who opens the link (Owner or Admin) sees exactly the same view. ### Frequently asked questions #### Does the agent find out that the manager read their conversation? The reading is recorded in the account's audit trail, with who read it, which conversation, and when. The reading screen shows a notice about this at the top. #### Can I reply to the lead from "Supervisão" (Supervision)? No. Reading is view-only. To reply, transfer, or close, use **"Abrir no Inbox" (Open in Inbox)**. #### Why doesn't the number on the agent's card match the list filtered by "7 dias" (7 days)? The big number on the card is the current workload, with no date limit. That is why, when you click the card, the period changes to **"Sempre" (All time)** and the list then contains those conversations. #### Which numbers in "Supervisão" (Supervision) follow the selected period? Satisfaction, handoffs, closed conversations, and the conversation list follow the period. Queue, AI, human service, no balance, and the big number on each card are always right now. #### Can I tag a conversation from "Supervisão" (Supervision)? No. In "Supervisão" (Supervision), a tag only filters the list. To add or remove a tag, open the conversation in the Inbox. #### Why does an agent show up with "Convite pendente" (Pending invite) in "Supervisão" (Supervision)? The person was invited under "Configurações" (Settings) → "Equipe" (Team) and has not accepted the invitation yet. The card keeps showing so the workload and history stay visible. #### Why does a tag disappear from the menu when I change filters? The menu only lists tags that have at least one conversation in the current view, and the number next to it is how many rows the click will show. Change the view, and the list changes. ### Guide: Team supervision The manager sees who has how many conversations, reads any conversation in full, and filters the operation by agent, status, band, tag, and period. Anyone who manages a service team lives with two questions: **who is swamped right now** and **what is being said on my behalf**. The "Supervisão" (Supervision) screen answers both in one place — live numbers per agent at the top, and any conversation readable in full, two clicks away. > **Manager screen:** Only the **Owner** and **Admin** can see "Supervisão" (Supervision). The "Atendente" (Agent) role doesn't see the item in the menu, and the server refuses direct access by URL — it's not a hidden link, it's a locked door. #### The per-agent view The top shows the pulse of right now: how many conversations are waiting for a human, how many are with the AI, how many are in service, and how many stopped for lack of balance. Right below, one card per agent with their current load, how long ago they last replied, the satisfaction (CSAT) for the period, the handoffs they accepted, and the conversations they closed. > **"IA pausada — sem saldo" (AI paused — no balance):** This red number is the most urgent on the screen: these are leads who wrote and got no reply because the balance ran out or the spending cap was reached. Fix it in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas#saldo-e-recargas) — or take over the conversation in the Inbox, since human service doesn't depend on balance. **"Última resposta" (Last reply)** and **"Encerradas" (Closed)** count authorship, not ownership: handing the conversation back to the AI or passing it to a colleague doesn't erase what the person wrote, nor transfer the credit to someone who didn't handle it. On screen: "Supervisão" (Supervision) screen with the operation pulse, the team cards, and the filtered conversation list 1. **Operations pulse**: Queue, AI, human service, and balance are the NOW — they update on their own as messages arrive. Satisfaction and closed follow the period chosen beside them. 2. **"Período" (Period)**: "Hoje" (Today), "7 dias" (7 days), "30 dias" (30 days), or "Sempre" (All time). Applies to satisfaction, closed, and the conversation list. Queue, AI, human service, and the big number on each card do NOT follow the period: they are the present. 3. **One card per agent**: The big number is the current load. Click the card so the list below shows only that person's conversations — click again to release the filter. 4. **Filters that become links**: Status, band, tag, agent, period, and search live in the page URL. Copy the URL and send it to another manager: they open exactly the same slice. 5. **The deep dive**: Each row opens the whole conversation in read mode — who said what, with time and delivery receipt. To act, use the "Abrir no Inbox" (Open in Inbox) button. #### Read without interfering Reading in "Supervisão" (Supervision) is **view-only**: you can't reply, transfer, or close from there. That's intentional — supervising means understanding before acting. When it's time to act, the **"Abrir no Inbox" (Open in Inbox)** button takes you to the same conversation with all the usual controls. - The conversation appears exactly as in the Inbox: audio, attachments, saved replies, undelivered-message warnings. - New messages arrive on their own while the screen is open — you can follow a delicate conversation in real time. - The name on each bubble is the real name of whoever wrote: the AI with its name, the agent with theirs. #### Every reading leaves a trail Opening an agent's conversation in "Supervisão" (Supervision) is recorded in the account's audit trail ([Compliance](https://attendto.com.br/en/manual/compliance#compliance)): who read it, which conversation, and when. It applies to everyone, including the account owner. > **Why we record it — plainly:** Supervision is power, and power leaves a trail. The agent can see in the trail that their conversation was read, and by whom. This protects both sides: the manager shows they follow up with judgment, and the team knows there is no invisible reading. Re-reads of the same conversation by the same person in a row don't pile up: the trail keeps one entry per reading session (30-minute window), not one per click. #### The filters, one by one - **"Atendente" (Agent)**: Click the team card. Only the conversations assigned to that person. - **Status**: "IA respondendo" (AI replying), "Aguardando humano" (Waiting for human), "Atendimento humano" (Human service), or "Encerrada" (Closed) — the same vocabulary as the Inbox. - **"Banda" (Band)**: "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), or "Sem score" (No score) — the lead's BANT band, useful for checking how the team handles hot leads. - **"Etiqueta" (Tag)**: The SAME tags the team uses in the [Inbox](https://attendto.com.br/en/manual/inbox) and in the ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos) — a single vocabulary. The number next to each tag in the menu already counts the slice you are in: with the period set to 7 days and an agent chosen, “Proposal 3” means three rows in this list, not three in the whole system. A tag that filters nothing here doesn't even appear in the options list. Here the tag only **filters**: applying and removing a tag on a contact is done in the Inbox, because "Supervisão" (Supervision) is a read-only screen. - **"Período" (Period)**: "Hoje" (Today), "7 dias" (7 days), "30 dias" (30 days), or **"Sempre" (All time)**, counted by the conversation's last activity. The day rolls over at midnight in the time zone set in "Configurações" (Settings) → "Atendimento" (Service), not the server's. Clicking a team card sets the period to "Sempre" (All time): the card's number is the present one, and it wouldn't fit in a 30-day window. - **Search**: The lead's name, phone, company, or email. Combines with all the other filters. In the dashboard: "Abrir a Supervisão" (Open Supervision). How people search: supervise agents; view team conversations; monitor WhatsApp support; workload per agent; CSAT per agent; read an agent's conversation; reading audit; filter conversations by band; hot leads in the queue; conversations with no balance; support manager dashboard. ## Tickets: the history of every human service episode, from handoff to resolution URL: https://attendto.com.br/en/manual/tickets Menu: Operations > Tickets Tickets is the record of human service: every time a conversation asks for a person, a numbered ticket is created with the subject, who took over, and the open and close dates, so you can check what is still open. ### Who can use it - Owner: Sees all tickets, filters by status, opens the conversation, and resolves tickets. - Admin: Same access as the Owner. - Agent: Same access: sees the account's tickets, opens the conversation, and resolves tickets. ### Screens #### Tickets The Tickets screen is for checking, once a day, whether any human-service request was left with no one, and for looking up who handled each episode and when it ended. Address in the dashboard: `/app/tickets` ![Screenshot of the Tickets screen. The Tickets screen is for checking, once a day, whether any human-service request was left with no one, and for looking up who handled each episode and when it ended.](https://attendto.com.br/prints-do-manual/tickets--lista-de-tickets.png) The Tickets screen in the demo account, with sample data and blurred values. How to get there: Through the **Tickets** menu item, under "OPERAÇÃO" (OPERATIONS). The screen subtitle reads **"Episódios de atendimento humano" (Human service episodes)**. ##### Filters Four buttons at the top; only one is on at a time. Fields and filters: - **"‹n› em aberto agora" (‹n› open now)**: Counter on the right: how many tickets in the filtered list have not been resolved yet. With **"Resolvidos" (Resolved)** on, it shows zero. If the list fails, it says **"não foi possível contar os abertos" (could not count the open ones)**. Buttons and actions: - **"Todos" (All)**: Shows tickets in any status (the default). - **"Abertos" (Open)**: Only tickets that asked for a person and that no one has taken. - **"Em atendimento" (In progress)**: Only tickets that someone on the team has taken. - **"Resolvidos" (Resolved)**: Only closed tickets. ##### List of tickets One row per ticket. Buttons and actions: - **"Abrir conversa" (Open conversation)**: Opens the ticket's conversation in the Inbox, where the actual service happens. - **"Resolver" (Resolve)**: Marks the ticket as resolved and shows **"Ticket #‹n› resolvido" (Ticket #‹n› resolved)**. It only closes the record: the conversation stays as it was. It is not shown on an already resolved ticket. Also appears: - **#‹number›**: the ticket's fixed number, which is never reused. - Avatar and name of the lead; a contact anonymized at the data subject's request is shown as **"Contato removido" (Removed contact)**. - The subject of the service, on one line. - Who took over, or **"Sem atendente" (No agent)**, and the open date and time followed by the close date and time, when there is one. - The status in a colored pill: **"Aberto" (Open)**, **"Em atendimento" (In progress)**, or **"Resolvido" (Resolved)**. ##### Screen states - Loading: A card with **"Carregando…" (Loading…)** fills the list. - Nothing here yet: **"Nenhum ticket por aqui" (No tickets here)**, explaining that a ticket is created when a conversation asks for human service and is resolved when it is closed or returned to the AI. - If something goes wrong: **"Não foi possível carregar os tickets" (Could not load tickets)**, with a notice that this does not mean there is no open service and that no ticket was closed because of the failure, and **"Tentar de novo" (Try again)**. - "Resolver" (Resolve) fails: **"Não foi possível resolver agora." (Could not resolve right now.)** is shown and the ticket stays in its previous status. ### Step by step #### How to see who asked for human service and no one answered 1. Open **Tickets** in the menu. 2. Click **"Abertos" (Open)**. 3. In each row, click **"Abrir conversa" (Open conversation)** to handle it through the Inbox. #### How to close a ticket that was already resolved elsewhere 1. In **Tickets**, find the row by the number or the lead's name. 2. Confirm in the conversation (**"Abrir conversa" (Open conversation)**) that the matter is really over. 3. Go back and click **"Resolver" (Resolve)**. The conversation does not change; only the record closes. #### How to close the service and the ticket together 1. Click **"Abrir conversa" (Open conversation)** on the ticket. 2. In the Inbox, finish the matter and click **"Encerrar" (Close conversation)** (or **"Devolver para a IA" (Return to the AI)**). 3. The ticket closes by itself, with the right date. #### How to look up who served a customer and when 1. In **Tickets**, click **"Todos" (All)** or **"Resolvidos" (Resolved)**. 2. Look for the lead's name in the list. 3. Read in the row who took over and the open and close dates. ### Frequently asked questions #### Do I need to create tickets manually? No. The ticket is created automatically when the conversation asks for human service, and it is not duplicated if the same conversation asks again while it is open. #### Does resolving the ticket notify the customer? No. Resolving only closes the record on this screen. No message is sent and the conversation stays as it was. #### Can a resolved ticket be reopened? No. If the same lead needs human service again, a new ticket is created, with a different number. #### What is the difference between Tickets and Handoff? Handoff is the queue right now, with the dossier for taking over. Tickets is the history of all human-service episodes, including those that have already ended. #### Does the open-tickets counter cover the whole account? No. It counts the unresolved tickets in the list on screen, with the chosen filter. For the total of open tickets, leave the filter on **"Todos" (All)** or **"Abertos" (Open)**. #### Can an agent resolve another agent's tickets? Yes. The screen shows all of the account's tickets to the whole team, and the **"Resolver" (Resolve)** button is shown on any ticket that has not been resolved yet. ### Guide: Tickets The history of human service: number, subject, who took over, and when it closed. It's a record, not a work queue. Every time a conversation asks for human service, a ticket is born here. It keeps the essentials: the number, the subject, who took over, when it opened, and when it closed. Who is waiting **right now** you see in [Handoff to a human](https://attendto.com.br/en/manual/handoff), and the service itself happens in the [Inbox](https://attendto.com.br/en/manual/inbox). This screen is the memory of what has already happened. The decision on this screen is short and worth a minute a day: **did anyone get left open that nobody picked up?** If so, you open the conversation and truly resolve it. If not, you close the screen and go do something else. #### The screen, part by part On screen: Tickets screen with the filters at the top and three tickets listed, each with a status and action buttons. Three tickets: one resolved, one in progress, and one open with no one assigned. 1. **The four filters**: **"Todos" (All)**, **"Abertos" (Open)**, **"Em atendimento" (In progress)**, and **"Resolvidos" (Resolved)**. Only one of them requires action: **"Abertos" (Open)** are people who asked for a person and weren't served by anyone. 2. **The counter counts the filtered list**: `2 em aberto agora` applies to what is on the screen, not to the whole account. With the **"Resolvidos" (Resolved)** filter on it always shows 0 — and that isn't good news, it's the filter. 3. **Number, who it is, and the subject**: The number (`#1`, `#2`) is fixed and never repeats. The subject summarizes what the person wanted. To find out what most often pulls the AI out of the conversation, you read these lines by eye: the screen doesn't group similar subjects. 4. **Who took over and the two dates**: The name of whoever picked it up and the opened → closed pair. **"Sem atendente" (No agent)** means nobody picked it up. There is no timer: how long it took is your calculation, looking at the two dates. 5. **The status**: **"Aberto" (Open)**, **"Em atendimento" (In progress)**, or **"Resolvido" (Resolved)**. There is no priority, urgency, canceled, or reopened — if the subject comes back, a new ticket is born. 6. **"Abrir conversa" (Open conversation) and "Resolver" (Resolve)**: **"Abrir conversa" (Open conversation)** takes you to the [Inbox](https://attendto.com.br/en/manual/inbox), which is where service really happens. **"Resolver" (Resolve)** closes the record here and nothing else. #### The three states, and only three - **"Aberto" (Open)**: The conversation asked for a person and nobody took it. It's the only state that represents stalled work. - **"Em atendimento" (In progress)**: Someone on the team took over the conversation. The name of whoever took it over appears on the row. - **"Resolvido" (Resolved)**: The episode is over. A resolved ticket doesn't go back: if the same person needs a human again, a new ticket is born, with a new number. The ticket is born on its own, the moment the conversation asks for human service. If the same conversation asks again while the ticket is still alive, it **doesn't duplicate**: it stays a single one. That's why the day's ticket count is the number of episodes, not the number of frantic messages. #### Resolving tidies the list, not the service > **The "Resolver" (Resolve) button doesn't close the conversation:** Clicking **"Resolver" (Resolve)** clears the record from here and nothing else. The conversation stays exactly as it was — if a person was handling it, they keep handling it. To really end it, go to the [Inbox](https://attendto.com.br/en/manual/inbox): **"Encerrar" (Close conversation)** or **"Devolver à IA" (Return to the AI)**. A ticket closes in three ways, and two of them don't even happen on this screen: - The conversation is **closed** in the [Inbox](https://attendto.com.br/en/manual/inbox) — the ticket closes along with it. - The conversation is **returned to the AI** — the human episode is over, and the ticket closes along with it. - Someone clicks **"Resolver" (Resolve)** here — it closes only the record. Use it when the service already ended elsewhere and the list is out of date. > **The path that keeps the list honest:** Click **"Abrir conversa" (Open conversation)**, finish the matter in the Inbox, and close it there. The ticket closes by itself, with the right date. Resolving from here without going through the conversation is what produces a clean list with a customer still waiting. #### What you can read here — and what you can't This screen is an honest list, not a dashboard. It shows facts: number, subject, agent, opening, closing, and status. With the two dates you calculate how long each episode lasted, and by reading the subjects in sequence you notice the month's pattern. - **There is no** average response or resolution time: none of those numbers is calculated here. - **There is no** agreed deadline (what many people call SLA) or delay alarm. - **There is no** grouping by subject or chart. Reading is by eye, in the list. - If the contact was anonymized at their request, the name becomes **"Contato removido" (Removed contact)** and the ticket remains — the service history doesn't disappear along with the personal data. Want numbers, conversion, and period comparison? That's [Analytics](https://attendto.com.br/en/manual/analytics). Want to know why so many people ask for a human? The subjects repeated here often become a new answer in the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento) or an adjustment in ["Qualificação" (Qualification)](https://attendto.com.br/en/manual/qualificacao). In the dashboard: "Abrir Tickets" (Open Tickets). How people search: service tickets; human service history; open support requests; who served the customer; resolve ticket; pending human service; service episodes; handoff log. ## Your own AI: connect your company's AI models (OpenAI, Anthropic, Google, Azure, Bedrock) and choose which one does each task URL: https://attendto.com.br/en/manual/ia-propria Menu: Intelligence > "IA própria" (Own AI) "IA própria" (Own AI) is the screen where the company connects its own AI models, using the API key from the provider it chose, decides which model handles each support task and monitors the health, usage and security of those models. When it appears: Only appears on an Enterprise plan account with your own AI (or on a Custom plan that uses the company's own AI, where the texts replace Enterprise with the plan name). It does not appear on an account contracted through a reseller; without the plan, the direct address goes back to "Painel" (Dashboard). ### Who can use it - Owner: Sees everything. With two-step verification on, connects, tests, pauses and changes the key of the models, changes the routing and the rules, and is the only one who changes contingency, recording, permissions, alerts and the cap. - Admin: Sees everything. Changes models, routing and rules only if the account has not turned on "Só donos mudam modelos e regras" (Only owners change models and rules), and also with two-step verification on; the other settings stay with the Owner. Exporting the change log is allowed. - Agent: Does not see the item in the menu; anyone who opens the direct address goes back to the "Painel" (Dashboard). ### Screens #### "IA própria" (Own AI) The "IA própria" (Own AI) screen is used to activate the plan with the company's models, connect and test each model, choose the primary and the fallback for each task, and track the month's fair use, the health and the security of the data. Address in the dashboard: `/app/ia-propria` How to get there: From the menu, in the "Inteligência" (Intelligence) group, the "IA própria" (Own AI) item with the Enterprise badge. Each tab has its own address, so you can send the link to a specific tab. Who uses it: Owner, Admin. ##### Header and contracting The shortcut to the guide and, while the plan is being contracted, the notice with the current step (sign, pay or connect). Buttons and actions: - **"Guia da IA própria" (Own AI guide)**: Opens the guide for "IA própria" (Own AI) in "Central de ajuda" (Help center). - **"Assinar agora" (Subscribe now)**: Appears only for whoever signs for the company: opens the "Condições" (Terms) document for electronic signature. - **"Pedir reenvio" (Request resend)**: For the other Owners: asks for the document to be resent to whoever signs. - **"Ler antes" (Read first)**: Opens the "Condições do Plano Enterprise" (Enterprise Plan Terms) with the contract values, to read before signing. - **"Pagar agora" (Pay now)**: After signing, opens the payment link for the first monthly payment. - **"Pagar a implantação" (Pay the setup fee)**: Opens the payment link for the setup fee, when there is one. - **"Conectar o que falta" (Connect what's missing)**: Once signed and paid, opens the "Conectar um modelo" (Connect a model) drawer already on the first missing type; if only a choice is missing, it leads to "Roteamento" (Routing). Also appears: - Contracting notices: "Assine as Condições do Plano Enterprise para ativar" (Sign the Enterprise Plan Terms to activate), "Falta pagar a primeira mensalidade" (The first monthly payment is still due) and "Enterprise ainda não ativo: as conversas vão para a sua equipe" (Enterprise not active yet: conversations go to your team). ##### Top of the page (hero) The plan name, the activation status and, once active, the month's fair use. Also appears: - The Enterprise · "IA própria" (Own AI) badge and the title "A inteligência é sua. A operação comercial roda aqui." (The intelligence is yours. Your sales operation runs here.) - Pills: "‹n› modelos conectados" (‹n› models connected) (or "Nenhum modelo conectado" (No model connected)), "‹n› tarefas roteadas" (‹n› tasks routed) and the contingency ("Contingência: reserva, IA da plataforma, equipe" (Contingency: fallback, platform AI, team) or "Contingência: reserva, depois equipe" (Contingency: fallback, then team)). - Before activation: the pills "Enterprise ainda não ativo" (Enterprise not active yet) and "Conversas com a sua equipe" (Conversations with your team), and "‹n› modelos conectados, faltam ‹n›" (‹n› models connected, ‹n› missing). - The "Ativação do Enterprise" (Enterprise activation) panel: pending, "‹n› de ‹total› prontos" (‹n› of ‹total› ready), the "Modelos obrigatórios prontos" (Required models ready) meter with the types (conversation, search, transcription, speech) and the sentence about what is missing. When contracting, the steps include signature and payment. - The "Uso justo do mês" (Fair use this month) panel (once active): the badge on pace, above pace or cap reached, ‹n› of ‹n› messages, the meter with the 80% alert mark and the forecast "No ritmo atual, o mês fecha em ‹n› mensagens" (At the current pace, the month closes at ‹n› messages). - With no open cycle: "O primeiro ciclo começa quando a assinatura fica ativa." (The first cycle starts when the subscription becomes active.) ##### Notices below the header What blocks the change or the activation, with the shortcut to resolve it. Buttons and actions: - **"Abrir Configurações → Segurança" (Open Settings → Security)**: Appears when the page is read-only because two-step verification is missing. Leads to the "Segurança" (Security) section of "Configurações" (Settings). - **"Conectar o que falta" (Connect what's missing)**: In the "Enterprise ainda não ativo: as conversas vão para a sua equipe" (Enterprise not active yet: conversations go to your team) notice, opens the drawer on the first missing model. - **"Pedir ajuda da implantação" (Ask for setup help)**: Opens an email to support with the subject about the search and voice setup. Also appears: - Read-only notice (padlock): the sentence explaining why you can read but not change. - Once active, if the persona started replying to audio with audio without a speech model: "A sua persona responde áudio com áudio, mas não há modelo de fala: a IA responde por texto." (Your persona replies to audio with audio, but there is no speech model: the AI replies by text.) ##### Tabs Five tabs; the chosen one stays in the page address. Buttons and actions: - **"Visão geral" (Overview)**: Activation, orchestration, indicators and model health. - **"Modelos" (Models)**: The connected models, with the count next to the tab name. - **"Roteamento" (Routing)**: Who does each task, rules by lead type and what happens if the models fail. - **"Consumo" (Usage)**: The month's messages, per day, per model and the fair-use alerts. - **"Segurança e dados" (Security and data)**: Permissions, what goes out to the models, recording and the change log. Also appears: - Keyboard: the left and right arrows switch tabs; Home goes to the first and End to the last. ##### "Visão geral" (Overview) · "Para ativar o Enterprise" (To activate Enterprise) The card with each required model and what is missing. It disappears when the account activates. Buttons and actions: - **"Ler o guia" (Read the guide)**: Opens the guide at the activation section. - **"Conectar" (Connect)**: Opens the "Conectar um modelo" (Connect a model) drawer already on that step's type. - **"Escolher em Roteamento" (Choose in Routing)**: For an already connected model that has not been chosen yet: leads to the "Roteamento" (Routing) tab. - **"PDF assinado" (Signed PDF)**: When contracting, downloads the PDF of the signed Terms. Also appears: - Steps: "Modelo de conversa" (Conversation model), "Modelo de busca (embeddings)" (Search model (embeddings)), "Modelo de transcrição" (Transcription model) and "Modelo de fala" (Speech model). - Badge for each step: ready, not needed (speech, when the persona replies by text) or "Lendo a base: ‹n›%" (Reading the knowledge base: ‹n›%). - When contracting, the signature and payment steps come before the models, with the badges signed, paid and connected. - Footer showing who offers each type: search by OpenAI, Google, Azure OpenAI, Amazon Bedrock or your own server; transcription by OpenAI, Google, Azure OpenAI or your own server; speech by OpenAI, Azure OpenAI or your own server. Anthropic has no search or audio models. ##### "Visão geral" (Overview) · "Como a sua IA trabalha aqui dentro" (How your AI works in here) The orchestration diagram: your conversation models on the left, the platform core in the middle and the channels on the right. Also appears: - Up to three models appear; the others become "+‹n› modelos, Ver em Modelos" (+‹n› models, View in Models). The main conversation model carries "Principal" (Primary). - With no model: the node "A sua equipe, Enterprise ainda não ativo" (Your team, Enterprise not active yet). - In the core: "Intenção" (Intent), "Qualificação BANT" (BANT qualification), "Perfil ideal" (Ideal profile), "Conferência da resposta" (Response check), "Próxima melhor ação" (Next best action) and "Transbordos" (Handoffs). - On the right: WhatsApp and Instagram ("Atendimento" (Service)), "Agenda" (Calendar) ("Visitas e reuniões" (Visits and meetings)) and "Funil e CRM" (Pipeline and CRM) ("Até a venda" (Through to the sale)). ##### "Visão geral" (Overview) · "Indicadores" (Indicators) Four numbers from the last 7 days. Also appears: - "Tempo de resposta" (Response time): 7-day median, with the difference from the previous period. - "Aprovadas na conferência" (Approved in the check): the approved percentage, with how many were rewritten and how many became a safe reply. - "Falhas dos seus modelos" (Failures of your models): the percentage and how many were covered by the fallback. - "Custo estimado no seu provedor" (Estimated cost at your provider): based on the prices you entered; without a price, enter the prices in "Modelos" (Models). ##### "Visão geral" (Overview) · "Saúde dos modelos agora" (Model health now) The last 24 hours of each conversation model. Buttons and actions: - **"Ver modelos" (View models)**: Leads to the "Modelos" (Models) tab. - **"Conectar um modelo" (Connect a model)**: With no connected model, leads to the "Modelos" (Models) tab to connect the first one. Also appears: - Each row: provider, name, status (live, slow, down or paused), tasks, p50, success and calls. - Red notice "O ‹modelo› está fora do ar: a reserva e a contingência cobrem as tarefas dele" (‹model› is down: the fallback and the contingency cover its tasks). - Yellow notice when a model is slower than the median of the last 7 days, saying whether this delays the reply to the lead. ##### "Modelos" (Models) One card per conversation model, the card to connect another one and the "Busca e voz" (Search and voice) grid. Buttons and actions: - **"Testar agora" (Test now)**: Opens the dialog to test the model again. - **"Trocar chave" (Change key)**: Opens the dialog to paste a new key (cloud providers). - **"Editar" (Edit)**: On an own-server model, opens the drawer to change the address, model, name or price. - **"Pausar" (Pause)**: Takes the model off the tasks without deleting it; the button becomes "Retomar" (Resume). - **"Retomar" (Resume)**: Puts the paused model back on the tasks. - **"Conectar um modelo" (Connect a model)**: Card at the end of the grid: opens the drawer on the conversation type. Lists OpenAI, Anthropic, Google, Azure, Bedrock or your own server. - **"Ler o guia" (Read the guide)**: With no model, opens the guide at the connecting section. Also appears: - Model card: provider, name, the source line (masked key, address or region, and since when) and the status. - Numbers: p50, success and the price per million (or no price; on your own server, your own server). - Test badges: "Português" (Portuguese), "JSON estruturado" (Structured JSON), "JSON com correção" (JSON with correction) or "JSON reprovado" (JSON failed), the proven context and the simultaneous calls. - Search and voice: cards with the "Busca" (Search), "Transcrição" (Transcription) or "Fala" (Speech) badge; search shows searches, positions and price; transcription and speech show time, success and price per minute. A model with no task shows as having no task. - With no search, transcription or speech model: "Nenhum modelo de busca, de transcrição ou de fala" (No search, transcription or speech model), with "Conectar o que falta" (Connect what's missing). ##### "Testar ‹modelo› de novo" (Test ‹model› again) dialog Runs the model's checks again. Buttons and actions: - **"Testar agora" (Test now)**: Runs the checks. The test cost shows in the footer beforehand; if you need to wait, the sentence counts the seconds and the button unlocks at the end. - **"Cancelar" (Cancel)**: Closes without testing; once the test has started, the button becomes "Fechar" (Close). Also appears: - Conversation: "A chave conecta" (The key connects), "Responde em português do Brasil" (Replies in Brazilian Portuguese), "Devolve JSON no formato pedido" (Returns JSON in the requested format), "Aguenta uma conversa longa com a base" (Handles a long conversation with the knowledge base) and "Atende chamadas ao mesmo tempo" (Handles simultaneous calls). - If the key fails: "A chave não conectou. Confira a chave e o modelo e teste de novo." (The key didn't connect. Check the key and the model and test again.) ##### "Trocar a chave d‹o modelo›" (Change the key of ‹the model›) dialog Pastes a new key, which is tested with the provider before it takes effect. Fields and filters: - **"Chave de API" (API key)** (required): The new key ("Cole a chave nova" (Paste the new key)). It is stored encrypted; once saved, only the beginning and the end appear. On Bedrock, it accepts the Bedrock key or the access key pair. Buttons and actions: - **"Trocar chave" (Change key)**: Tests and saves the new key; shows "Chave trocada" (Key changed). If the provider refuses it, the reason appears in the field itself. - **"Cancelar" (Cancel)**: Closes and clears what was typed. ##### "Conectar um modelo" (Connect a model) drawer Three steps: choose what it is for and the provider, fill in the key and the model, test and save. The same drawer opens from every "Conectar" (Connect) button on the page. Fields and filters: - **"Chave de API" (API key)** (required): The provider's key. It is stored encrypted and only used by your tasks. - **"Modelo" (Model)**: List of the provider's suggested models; "Outro modelo…" (Other model…) opens the "Nome do modelo" (Model name) field. - **"Nome do modelo" (Model name)**: The exact name of the model, when it is not on the list. - **"Nome da implantação" (Deployment name)**: On Azure OpenAI, the deployment name in place of the model. - **"ID do modelo" (Model ID)**: On Amazon Bedrock, the model ID. - **"Endereço" (Endpoint)** (required): On your own server, the address compatible with the OpenAI API. - **"Endereço do recurso" (Resource endpoint)** (required): On Azure OpenAI, the resource address. - **"Região da AWS" (AWS region)** (required): On Amazon Bedrock, the account's region. - **"Seu preço por milhão de tokens (opcional)" (Your price per million tokens (optional))**: Input and output price. Only used to estimate the cost on the screens; billing is done by your provider. - **"Seu preço por minuto de áudio (opcional)" (Your price per minute of audio (optional))**: On the transcription model, to estimate the cost. - **"Seu preço por minuto de fala (opcional)" (Your price per minute of speech (optional))**: On the speech model, to estimate the cost. - **"Nome nesta conta" (Name in this account)**: How the model appears on the screens and in the "Roteamento" (Routing) table. Buttons and actions: - **"Conversa e tarefas" (Conversation and tasks)**: Step 1, "Para que é este modelo" (What is this model for): replies, qualifies, summarizes. - **"Busca na base" (Knowledge base search)**: Step 1: knowledge base embeddings model. - **"Transcrição do áudio" (Audio transcription)**: Step 1: listens to the audio the lead sends. - **"Resposta falada" (Spoken reply)**: Step 1: replies to audio with audio. - **OpenAI**: "Provedor" (Provider). Each card says what it offers for the chosen type or why it does not. - **Anthropic**: Conversation-only provider: it has no search or audio models. - **Google**: Provider for conversation, search and transcription; speech not yet. - **Azure OpenAI**: Provider under the company's own subscription, for all types. - **Amazon Bedrock**: Provider in the company's AWS account, for conversation and search; transcription and speech are left out. - **"Seu servidor" (Your server)**: The company's server, compatible with the OpenAI API. - **"Colar outra chave" (Paste another key)**: For search and voice, replaces "A mesma d‹o modelo›" (The same as ‹the model›) with a new key. - **"Continuar" (Continue)**: Goes from step 1 to step 2. - **"Voltar" (Back)**: Goes back one step; on the first, the button is "Cancelar" (Cancel) and closes the drawer. - **"Testar o modelo" (Test the model)**: Runs the checks for the chosen type. The test cost shows in the footer beforehand. - **"Testar de novo" (Test again)**: When the test fails, runs it again after you fix the problem. - **"Salvar modelo" (Save model)**: Saves the approved model; shows "Modelo conectado" (Model connected). No task changes until you choose in "Roteamento" (Routing). - **"Salvar" (Save)**: When editing: name and price save directly; a changed address or model is tested again first. Also appears: - When editing, the title becomes "Editar ‹o modelo›" (Edit ‹the model›) and the old address appears as "Antes: ‹endereço›" (Before: ‹address›); changing the address asks for the key again. - Results: "Pronto para usar" (Ready to use) (or "Pronto para a busca" (Ready for search), "Pronto para transcrever" (Ready to transcribe), "Pronto para falar" (Ready to speak)), "Pronto, com uma limitação" (Ready, with one limitation) (no JSON in the requested format) and "A chave não conectou" (The key didn't connect). - Search: "Gera o vetor de um trecho em português" (Generates the vector of a passage in Portuguese), "Acha o trecho certo numa busca de exemplo" (Finds the right passage in a sample search) and "Responde rápido o bastante para a conversa e a leitura de um lote de trechos" (Responds fast enough for the conversation and for reading a batch of passages), with the "Busca de exemplo" (Sample search). - "Transcrição" (Transcription): a sample audio in Portuguese, the word accuracy (with "Ouvir" (Listen)) and the WhatsApp audio. "Fala" (Speech): a short utterance in Portuguese, in the format WhatsApp accepts, with "Ouvir a fala" (Listen to the speech) in the persona's voice. - On a search or voice failure: "Veja acima o que falhou. Ele não é salvo." (See above what failed. It is not saved.) ##### "Roteamento" (Routing) · "Quais dos seus modelos leem imagem" (Which of your models read images) The models that work for image reading, verified in the test with a sample photo. Also appears: - Each model with the badge reads images, text only, search model, transcription model, speech model or test again. ##### "Roteamento" (Routing) · "Quem faz cada tarefa" (Who does each task) The table that chooses the primary model and the fallback, and shows each task's timeout. Each choice saves instantly. Fields and filters: - **"Tarefa" (Task)**: The name and description of the task, with the own-route badge when it does not follow the conversation. - **"Modelo principal" (Primary model)**: Who handles the task. Options: your allowed models, "IA da plataforma (incluída)" (Platform AI (included)) or, for intent, "Decisor da plataforma (incluído)" (Platform decider (included)). - **"Reserva" (Fallback)**: Who takes over if the primary fails or runs over time; "Nenhuma" (None) leaves the task without a fallback. Only unlocks once a primary is chosen. - **"Tempo-limite" (Timeout)**: The maximum time of the call before the fallback takes over; the conversation's or the task's default when inherited. Buttons and actions: - **"Seguir a conversa (‹modelo›)" (Follow the conversation (‹model›))**: On tasks that can follow the conversation: uses the primary, the fallback and the timeout of "Conversa com o lead" (Conversation with the lead). - **"Conectar" (Connect)**: On a search, transcription, speech or image row with no model: opens the drawer on that row's type. - **"Escolha o modelo de busca" (Choose the search model)**: On the search row: choosing a model opens the knowledge base reading dialog. - **"Mostrar todas" (Show all)**: Shows the groups "Seguem a conversa" (Follow the conversation), "Bastidores" (Behind the scenes) and "Funcionam por regras, sem modelo de IA" (Run on rules, no AI model); the button becomes "Mostrar menos" (Show less). - **"Usar como principal" (Use as primary)**: Confirms in the "Usar ‹modelo› como principal?" (Use ‹model› as primary?) dialog when the chosen model was the task's fallback, which is then left without a fallback. - **"Cancelar" (Cancel)**: Closes the confirmation without changing anything. Also appears: - At the top, the estimate "‹valor› / mês estimado" (‹value› / month estimated), based on the prices entered in "Modelos" (Models). - Search, voice and image: each row only accepts models of its type. With no model it shows "falta um modelo de busca" (a search model is missing) (or the transcription, speech or vision equivalent). The search fallback is always "Busca por palavras, sem modelo" (Keyword search, no model); the speech fallback can be "Nenhuma (responde por texto)" (None (replies by text)); the image one, "Nenhuma (a equipe vê a foto)" (None (the team sees the photo)). - "Bastidores" (Behind the scenes): tasks that do not talk to the lead and run in the background to prepare the account. - "Funcionam por regras, sem modelo de IA" (Run on rules, no AI model): "Por regras, sem custo" (By rules, no cost); they are listed there to show everything that serves the lead. - Footer with how many tasks follow the conversation model and how many have their own route. ##### "Roteamento" (Routing) · "Leitura da base (troca do modelo de busca)" (Knowledge base reading (search model switch)) Switching the search model makes the knowledge base be read again; the screen shows the estimate beforehand. Buttons and actions: - **"Trocar e ler a base de novo" (Switch and re-read the knowledge base)**: Confirms the switch and starts the reading; search keeps using the current model until the new base is complete. - **"Voltar agora" (Switch back now)**: Goes back to a search model used in the last 7 days: the switch is immediate and free of cost. - **"Manter ‹modelo›" (Keep ‹model›)**: Closes without switching; on the first choice, the button is "Agora não" (Not now). - **"Cancelar a troca" (Cancel the switch)**: During the reading, gives up and keeps the current model. - **"Retomar de onde parou" (Resume where it left off)**: If the reading stopped because of a provider failure, continues from where it was. - **"Desistir da troca" (Give up the switch)**: If the reading stopped, gives up and keeps the current model. - **"Entendi" (Got it)**: Closes the reading-complete notice. Also appears: - The dialog shows the passages and sources, the tokens and the estimated cost at your provider, and how long it takes. - During the reading: "Lendo a base de novo com ‹modelo›, ‹n› de ‹n› trechos" (Re-reading the knowledge base with ‹model›, ‹n› of ‹n› passages), with a progress bar. - Today's base is kept for 7 days so you can go back at no cost. ##### "Roteamento" (Routing) · "Regras por tipo de lead" (Rules by lead type) Rules that switch the conversation model for certain leads; they apply on top of the table, from top to bottom, and the first one that matches decides. Fields and filters: - **"Quando a regra vale" (When the rule applies)**: The condition: ideal profile, if there is an objection or if the card has the tag. - **"Nota mínima do perfil ideal" (Minimum ideal-profile score)**: With the ideal profile condition: ‹n› or more. - **"Objeção" (Objection)**: With the objection condition: the type of objection (or the saved combination). - **"Etiqueta" (Tag)**: With the tag condition: which card tag. - **"Modelo da regra" (Rule's model)**: The conversation model that serves the rule's leads. Buttons and actions: - **"Nova regra" (New rule)**: Adds a rule. With no connected model, it is dimmed with the hint "Conecte um modelo para criar regras" (Connect a model to create rules). - **"Arrastar para mudar a ordem" (Drag to reorder)**: Handle to drag the rule. By keyboard: space picks up, up and down arrows move, space drops and Esc cancels. - **"Remover regra" (Remove rule)**: Opens the "Remover esta regra?" (Remove this rule?) confirmation. - **"Remover" (Remove)**: Confirms: the rule's conversations go back to following the table. Also appears: - With no rules: "Nenhuma regra. Todas as conversas seguem a tabela acima." (No rules. All conversations follow the table above.) ##### "Roteamento" (Routing) · "Se os seus modelos falharem" (If your models fail) The order a message follows until it is answered; the lead is never left without a reply. Buttons and actions: - **"A IA da plataforma" (The platform's AI)** (Owner): The 2nd step is an on/off switch: when on, the platform AI answers only while your models are down, with pay-per-use cost in the month's report. Also appears: - 1st: the task's fallback: always on. - 3rd: your team: the conversation goes to the queue with the notice that the models are down. - On search and voice: search falls back to keyword search (the platform AI does not come in); transcription falls back to the fallback, the platform AI (if on) and the team, who receives the audio; speech falls back to the fallback, the platform AI (if on) and, lastly, the text reply. ##### "Consumo" (Usage) The cycle's messages, the forecast, the usage per model and the fair-use alerts. Fields and filters: - **"Teto de excedente" (Overage cap)**: How far the account can go over the included messages: "Sem teto" (No cap) or ‹n› thousand. Above it, neither the platform AI nor your models answer and the conversation goes to the team. Buttons and actions: - **"Este mês" (This month)**: Shows the "Mensagens por dia" (Messages per day) chart for the current month. - **"Mês passado" (Last month)**: Shows the previous month; with no data, "Sem mensagens no mês passado" (No messages last month). - **"Aviso aos 80%" (Alert at 80%)** (Owner): Switch for "Aos 80% das mensagens" (At 80% of messages): email and bell for the account Owners. - **"Aviso ao passar" (Alert when exceeded)** (Owner): Switch for "Ao passar das incluídas" (When exceeding the included ones): warns when the overage starts to enter the month's invoice. Also appears: - "Mensagens no mês" (Messages this month): ‹n› of ‹n› included · ‹n›%. - "Previsão de fechamento" (Closing forecast): within fair use, above fair use or cap reached. - "Leads e transbordos" (Leads and handoffs): ‹n› leads, ‹n› hot, ‹n› handoffs, at no charge. - "Mensagens por dia" (Messages per day): a message is each lead utterance answered by the AI, on any channel. Legend: past days, today and forecast. - "Por modelo" (By model): table with "Modelo" (Model), "Entrada" (Input), "Saída" (Output) and "Custo" (Cost), in tokens and cost estimated from your prices. - When the contingency was used, the lines for what ran on the platform AI (messages, background tasks and audios) with the amount. - Cap reached: "O teto de excedente do mês foi atingido; as conversas vão para a equipe até o mês virar ou até o teto mudar." (The month's overage cap has been reached; conversations go to the team until the month turns over or the cap changes.) ##### "Segurança e dados" (Security and data) Page permissions, what goes out to the models, recording and the change log. Fields and filters: - **"Gravação" (Recording)**: What is stored from the calls to the models: the text of the calls or only numbers (tokens and time). Buttons and actions: - **"Só donos" (Owners only)** (Owner): Switch for "Só donos mudam modelos e regras" (Only owners change models and rules): when on, Admins can see but not edit. - **"Duas etapas" (Two steps)** (Owner): Switch for "Exigir verificação em duas etapas para mudar esta página" (Require two-step verification to change this page). - **"Rotação" (Rotation)** (Owner): Switch for "Lembrar de trocar as chaves, a cada 90 dias" (Remind to change keys, every 90 days). - **"Exportar" (Export)**: Downloads the change log. Allowed for anyone who can read the page. - **"Baixar PDF assinado" (Download signed PDF)**: On the "Condições do Plano Enterprise · ‹número›" (Enterprise Plan Terms · ‹number›) card, downloads the signed contract. Also appears: - "Chaves e acesso" (Keys and access): keys are stored encrypted and never appear in full again. - "O que sai para os seus modelos" (What goes out to your models): "Vai" (Goes) (recent conversation, company context, knowledge base passages and, in the background, dashboard numbers with no name or contact) and "Não vai" (Doesn't go) (the lead's phone, email and document, replaced by placeholders). - Audio note: the lead's audio goes as is to the transcription model and the reply text to the speech model; in search, the question goes with personal data masked. - "Trilha de alterações" (Change log): everything that changed on the page, who changed it and when; with no items, "Nenhuma alteração ainda" (No changes yet). ##### Screen states - Loading: "Carregando a IA própria…" (Loading your own AI…), with gray blocks in place of the content. - Nothing here yet: With no model, the "Modelos" (Models) tab shows "Conecte o primeiro modelo" (Connect the first model), explaining that conversations go to the team until the models are connected and tested, with "Conectar um modelo" (Connect a model) and "Ler o guia" (Read the guide). - If something goes wrong: "Não conseguimos carregar a IA própria agora" (We couldn't load your own AI right now), with the "Tentar de novo" (Try again) button. - Plan not active yet: The pills "Enterprise ainda não ativo" (Enterprise not active yet) and "Conversas com a sua equipe" (Conversations with your team) and the yellow notice: the AI answers no lead and each conversation enters the team queue with the reason. - Account without permission to change: The padlock notice explaining the reason; the change buttons are dimmed. - Overage cap reached: The cap reached badge at the top and the notice in the "Consumo" (Usage) tab to raise or remove the cap. ### Step by step #### How to connect an OpenAI, Anthropic or Google model with the API key 1. Turn on two-step verification in "Configurações" (Settings) → "Segurança" (Security), if it is not on yet. 2. In **"IA própria" (Own AI)**, **"Modelos" (Models)** tab, click **"Conectar um modelo" (Connect a model)**. 3. Choose **"Conversa e tarefas" (Conversation and tasks)** and the provider, and click **"Continuar" (Continue)**. 4. Paste the **"Chave de API" (API key)**, choose the **"Modelo" (Model)** and, if you like, enter the price and the **"Nome nesta conta" (Name in this account)**. 5. Click **"Testar o modelo" (Test the model)** and, once approved, **"Salvar modelo" (Save model)**. #### How to activate the Enterprise plan with your own AI 1. In **"Visão geral" (Overview)**, follow the **"Para ativar o Enterprise" (To activate Enterprise)** card from top to bottom. 2. When contracting, use **"Assinar agora" (Subscribe now)** and then **"Pagar agora" (Pay now)**. 3. Click **"Conectar" (Connect)** on each missing model (conversation, search, transcription and, if the persona speaks, speech). 4. For an already connected model, use **"Escolher em Roteamento" (Choose in Routing)** and choose it on the task row. #### How to choose which model answers each task, and the fallback 1. Open the **"Roteamento" (Routing)** tab. 2. In the **"Quem faz cada tarefa" (Who does each task)** table, choose the task's **"Modelo principal" (Primary model)**. 3. Choose the **"Reserva" (Fallback)**, which takes over if the primary fails or runs over time. 4. Click **"Mostrar todas" (Show all)** to see the tasks that follow the conversation and the background ones. #### How to change a model's API key 1. On the **"Modelos" (Models)** tab, click **"Trocar chave" (Change key)** on the model's card. 2. Paste the new key into the **"Chave de API" (API key)** field. 3. Click **"Trocar chave" (Change key)**: it is tested with the provider and takes effect immediately. #### How to change the knowledge base's search model 1. On the **"Roteamento" (Routing)** tab, on the search row, choose the new model. 2. Read the estimate of passages, tokens and time in the dialog. 3. Click **"Trocar e ler a base de novo" (Switch and re-read the knowledge base)**; search keeps using the current model until the reading finishes. 4. If the reading stops, use **"Retomar de onde parou" (Resume where it left off)** or **"Desistir da troca" (Give up the switch)**. #### How to use a different model for ideal-profile leads 1. On the **"Roteamento" (Routing)** tab, in the **"Regras por tipo de lead" (Rules by lead type)** card, click **"Nova regra" (New rule)**. 2. Under "Quando" (When), choose the ideal profile and the minimum score. 3. Choose the model that will serve these leads. 4. Drag the rules to put the most important one on top: the first match decides. #### How to set a cap on overage messages 1. Open the **"Consumo" (Usage)** tab. 2. Under **"Avisos do uso justo" (Fair-use alerts)**, choose the **"Teto de excedente" (Overage cap)** (or **"Sem teto" (No cap)**). 3. Turn on **"Aviso aos 80%" (Alert at 80%)** and **"Aviso ao passar" (Alert when exceeded)** to be warned in advance (Owner only). ### Frequently asked questions #### Which AI providers can I connect? OpenAI, Anthropic, Google, Azure OpenAI, Amazon Bedrock, or a server from your company that is compatible with the OpenAI API. Each model type (conversation, search, transcription, and speech) has the providers that offer it. #### Why can't the agent see "IA própria" (Own AI)? The page is for Owners and Admins. For the agent, the item does not appear in the menu, and the direct address goes back to the "Painel" (Dashboard). #### Does saving a model already change how conversations are handled? No. The saved model appears in "Roteamento" (Routing), but no task changes until you choose it as the primary or fallback model. #### What is the difference between "Pausar" (Pause) and changing the model in "Roteamento" (Routing)? "Pausar" (Pause) removes the model from all tasks at once, without deleting anything, and "Retomar" (Resume) brings it back. In "Roteamento" (Routing) you change the model of a specific task. #### Does "Testar o modelo" (Test the model) cost anything? The test makes real calls to your provider. The test cost appears in the footer before you click "Testar" (Test), and the provider is the one that charges for it. #### What happens to the key after it is saved? It is stored encrypted and never appears in full again: the screen shows only the beginning and the end. To change it, use "Trocar chave" (Change key). #### Can I send the link to a specific tab? Yes. The open tab is part of the page address, so the link opens directly on "Modelos" (Models), "Roteamento" (Routing), "Consumo" (Usage), or "Segurança e dados" (Security and data). #### What is the change log? It is the record of everything that changed on the page, including who changed it and when. It can be exported by anyone who can read the page. ### Guide: "IA própria" (Own AI) Connect your company's models, choose which one handles each task, and track health, usage, and security. The commercial operation keeps running here. On the Enterprise plan, the intelligence belongs to your company: you connect the models you already use or sign up for, choose which one handles each task, and the platform takes care of the conversation on WhatsApp and Instagram, qualification, the pipeline, the calendar, and the handoff. **Every agent that uses an AI model for your account uses your models** — the ones that talk to the lead and the ones that work behind the scenes. **Leads, qualifications, and handoffs are not charged on your plan**; model usage is billed by your provider, directly on your account with them. > **Who sees this page:** The account Owner and Admin see everything. To **change** anything, the account requires two-step verification to be on, in **"Configurações" (Settings) → "Segurança" (Security)**. Models, routes, and rules belong to the Owners (or to Admins as well, if the account allows it); fallback, recording, permissions, alerts, and the cap always belong to the Owners. #### The screen, part by part On screen: "Visão geral" (Overview) of "IA própria" (Own AI): the fair use for the month at the top, the orchestration diagram, and the indicators. The "Visão geral" (Overview) answers, at a glance, whether your AI is healthy and how much of the month has been used. 1. **What is turned on**: How many models are connected, how many tasks can go to your models, and what happens if they fail. 2. **Fair use for the month**: The messages answered by the AI in the month, how many are included, and where the month will close at the current pace. At 80% you get a warning. 3. **How your AI works in here**: Your models on one side, the channels on the other, and in the middle the orchestration: company context, knowledge base, lead memory, reply check, and rules. 4. **The four numbers**: - **"Saúde dos modelos agora" (Model health now)**: For each model: whether it is **"no ar" (online)**, **"lento" (slow)**, **"fora do ar" (offline)**, or **"pausado" (paused)**, which tasks it works on, and the time (p50), success rate, and calls from the last 24 hours. - **"Lento" (Slow)**: In the last hour, the model took more than double its own median from the last 7 days. The screen says which of its tasks delay the reply to the lead and how long until the fallback takes over. - **"Fora do ar" (Offline)**: The automatic hourly test could not reach the model twice in a row. The fallback and the contingency cover its tasks, and the Owners receive a warning. #### Activating Enterprise: sign, pay, and connect Enterprise turns on when three things are ready: the **"Condições do Plano Enterprise" (Enterprise Plan Terms)** signed, the **first monthly payment** paid, and your company's models connected. On Enterprise, everything the AI does for your account runs on your models — including reading the knowledge base and listening to audio messages — so a conversation model and the **search, transcription, and speech** ones come in, connected, tested, and chosen in "Roteamento" (Routing). While something is missing, a notice at the top of the page says what it is, and the **"Para ativar o Enterprise" (To activate Enterprise)** card shows the steps in order, with what has already been done checked off — including the models you connected before signing. 1. **Sign the Enterprise Plan Terms**: The document arrives by electronic signature for the person who signs for your company, with a summary of what was agreed: tier, monthly fee, included messages, and commitment period. Only that person sees **"Assinar agora" (Subscribe now)**; the other Owners see who the document was sent to and can **"Pedir reenvio" (Request resend)**. **"Ler antes" (Read first)** opens the same text here in the dashboard. The link is valid for 30 days. 2. **Pay the first monthly fee**: The link arrives by email to the account Owners as soon as both parties have signed — before that, the step appears locked, with "depois da assinatura" (after signing). It covers the setup and the first monthly payment. The 7 days to withdraw count from the payment, with a full refund. 3. **Connect search**: And the conversation model: knowledge base search only counts when it is ready. If it is still missing, the button opens the conversation step first. 4. **Connect transcription**: The lead's audio becomes text on your model. 5. **Connect speech**: It only appears if your persona replies to audio with audio; without that, the AI replies by text. > **Connect before signing:** You can connect the models before signing. Nothing from your models answers a lead before Enterprise activates; until you sign and pay, the account stays on the plan it was on. Once activated, the signed PDF is kept in **"Carteira" (Wallet)**, under **"Contrato e documentos" (Contract and documents)**, and here, on the **"Segurança e dados" (Security and data)** tab. > **Until it is activated, the AI does not respond:** Each conversation goes to your team's queue with the reason ("Enterprise ainda não ativo: falta conectar …" (Enterprise not yet active: missing connection …)), the lead receives the usual handoff sentence once, the Owners get a warning by email and in the bell, and the plan's monthly fee is already running. Requests to the AI ("Pergunte à IA" (Ask the AI), qualification adjustment, industry generator, recalculating the ideal customer) answer "O Enterprise ainda não está ativo: conecte o que falta em IA própria para a IA trabalhar." (Enterprise is not active yet: connect what is missing in your own AI so the AI can work.) and the AI step in the cadence is skipped. Once activated, nothing in the account falls back to the platform's AI for lack of a model. On screen: "IA própria" (Own AI) during signup: the notice to sign the Terms at the top, the hero with "1 de 4 prontos" (1 of 4 ready), and the "Para ativar o Enterprise" (To activate Enterprise) card with sign, pay, search already connected, and transcription. 1. **What is missing now**: One notice at a time: **"Assinar agora" (Subscribe now)** and **"Ler antes" (Read first)** (or **"Pedir reenvio" (Request resend)**, for the other Owners), then **"Pagar agora" (Pay now)**, then **"Conectar o que falta" (Connect what's missing)**. 2. **Enterprise activation**: How many steps are done: signature, payment, and the models. 3. **To activate Enterprise**: The steps in order. Payment stays locked until both signatures are in; models connected before signing already appear checked off. - **Who has each type**: Search: OpenAI, Google, Azure OpenAI, Amazon Bedrock, or your own server. Transcription: OpenAI, Google, Azure OpenAI, or your own server. Speech: OpenAI, Azure OpenAI, or your own server. Anthropic has no search or audio models. - **The same key**: If you have already connected an OpenAI conversation model (or one from the same Azure resource), the drawer offers "A mesma do …" (The same as …): the stored key works for search and audio, with no need to paste it again. It never goes to another provider or another endpoint. #### "Conectar um modelo" (Connect a model) 1. **Open "Modelos" (Models) and click "Conectar um modelo" (Connect a model)**: Choose what the model is for — **"Conversa e tarefas" (Conversation and tasks)**, **"Busca na base" (Knowledge base search)**, **"Transcrição do áudio" (Audio transcription)**, or **"Resposta falada" (Spoken reply)** — and the provider: OpenAI, Anthropic, Google, Azure OpenAI, Amazon Bedrock, or your own server (compatible with the OpenAI API). A provider that does not have that type appears grayed out, with the reason why. 2. **Paste the key (or use the same one) and choose the model**: The key is encrypted and, once saved, only the beginning and the end are shown. For Azure, enter the "Endereço do recurso" (Resource endpoint) and the "Nome da implantação" (Deployment name); for Bedrock, the "Região" (Region) and the "ID do modelo" (Model ID); for your own server, the "Endereço" (Endpoint) (https only). The price is optional — per million tokens for conversation and search, per minute for transcription and speech — and is only used to estimate cost on the screens. 3. **Test the model**: For conversation we check five things: the key connects, it replies in Brazilian Portuguese, it returns JSON in the requested format, it handles a long conversation with the knowledge base, and it handles simultaneous calls (**about 10 thousand tokens** from your account). For search: whether it generates the vector for a passage, finds the right passage in a sample search, responds quickly, and reads a batch of 100 passages (**about 3 thousand tokens**). For transcription: a sample audio recorded on WhatsApp (**about 70 seconds of audio**), with the text it wrote and how many words it got wrong. For speech: a short utterance in your persona's voice (**about 10 seconds of speech**), which you can listen to. 4. **Save**: It appears in the "Roteamento" (Routing) table. **No task changes until you choose.** On screen: The "Conectar um modelo" (Connect a model) drawer at the key step, with the test cost notice in the footer. 1. **The key**: Encrypted when saved. Nobody on the team sees the full key again — not even you. 2. **The cost of the test**: The test really calls your model. If you run it many times in a row, the screen asks you to wait a few seconds. - **"JSON com correção" (JSON with correction)**: The model got the format right on the second attempt. It works, just a little slower on tasks that ask for JSON. - **"Contexto" (Context)**: How much the test PROVED the model can handle (for example, "8 mil de contexto" (8 thousand context)), not the window advertised by the provider. - **"Simultâneas" (Simultaneous)**: How many of the 20 simultaneous calls the model answered. Fewer than 20 is highlighted. On screen: The cards for the connected models, with time, success rate, price, and the tested capabilities. 1. **Each model**: Time (p50) and success rate for the last 24 hours, the price you entered, and what the test proved. **"Testar agora" (Test now)** repeats the test; **"Trocar chave" (Change key)** tests the new key before swapping; **"Pausar" (Pause)** takes the model off the tasks without deleting anything. On screen: The drawer for connecting a search model at the end of the test, with the checks passed, the sample search, and the notice that it is ready for search. 1. **What search needs**: The five search checks, with the result of each one. 2. **The sample search**: A lead's question and the passage the model found. For transcription, the audio appears so you can listen, along with what the model wrote; for speech, the utterance in the persona's voice. On screen: The "Busca e voz" (Search and voice) grid on the "Modelos" (Models) tab, with the search, transcription, and speech models. 1. **"Busca e voz" (Search and voice)**: Each one only appears on its own type's row in "Roteamento" (Routing). Search shows the time per search and the vector size; transcription, how long it takes per minute of audio; speech, how long until the speech is ready. **"sem tarefa" (no task)**: connected, but with no row in "Roteamento" (Routing). #### Who does each task In **"Roteamento" (Routing)**, each task has a **"Modelo principal" (Primary model)**, a **"Reserva" (Fallback)**, and a **"Tempo-limite" (Timeout)**. If the primary fails or goes over time, the fallback takes over. Intent and handoff can stay with the **"decisor da plataforma (incluído)" (platform decider, included)**. Search, transcription, speech, and image reading are in the **"Busca, voz e imagem" (Search, voice, and image)** group, on your models of each type (see Search and voice in Routing). Every change takes effect immediately and is recorded in the trail. **"Mostrar todas" (Show all)** reveals every agent that serves your account, in three groups: - **"Seguem a conversa" (Follow the conversation)**: Sentiment, objections, lead memory, follow-up, lead profile, and Instagram comments run during the conversation. Without their own route, they use the model, fallback, and timeout of the lead conversation; choose a different model and the task gets its **"rota própria" (own route)**. - **"Bastidores" (Behind the scenes)**: They do not talk to the lead: they run behind the scenes to prepare your account — **ideal customer learning**, the **group specialist**, the **qualification adjustment**, the **industry generator**, **"Pergunte à IA" (Ask the AI)**, and the **voice profile**. Without their own route, they use the conversation's model and fallback, but with the **default timeout for each task** (from 10 to 60 seconds, depending on the size of the job); you choose their own route the same way. - **"Funcionam por regras, sem modelo de IA" (Run on rules, no AI model)**: The humanizer, the scheduler, the payment link, the handoff policy, and LGPD use no model at all: there is nothing to choose and they cost nothing. They are in the table so you can see everyone who serves the lead. On screen: The "Roteamento" (Routing) table opened with "Mostrar todas" (Show all), with the tasks that follow the conversation, the behind-the-scenes ones, and the agents that run on rules. 1. **Primary, fallback, and time**: Choose the model for each task. The fallback must be a different model. 2. **"Busca e voz" (Search and voice)**: Search, transcription, and speech, each only with models of its own type. Search changes by reading the knowledge base again. 3. **"Seguem a conversa" (Follow the conversation)**: They use the model, fallback, and time of the lead conversation — until you choose a different model, and then the task gets its **"rota própria" (own route)**. 4. **"Bastidores" (Behind the scenes)**: The tasks that prepare your account without talking to the lead. They also go to your models. 5. **By rules**: The agents that do not use an AI model: nothing to choose and no cost. - **Rules by lead type**: They apply on top of the table, from top to bottom: when the ideal profile goes above a score, when there is an objection, or when the card has a tag, that lead's conversation uses a different model. Drag to change the order (also by keyboard: space, arrows, and space again). - **If your models fail**: The lead is never left without a reply. > **Behind-the-scenes tasks with your models offline:** With the fallback **off**, the task does not run and nothing is charged: for what you request ("Pergunte à IA" (Ask the AI), group specialist, qualification adjustment, industry generator, recalculating the ideal customer), the screen shows "Os modelos da empresa estão fora do ar. Tente de novo quando voltarem." (The company's models are offline. Try again when they are back.); what runs on its own (ideal customer learning, voice profile) tries again next time. If the models go down while an adjustment or the generator is already queued, the request ends without charge and the screen says the company's models were offline. > **Search and voice with your models offline:** **Search:** keyword search, always on and at no cost — the platform's AI does not step in, because your knowledge base is in your model's vectors. The lead is never left without a reply. #### Search and voice in Routing In the **"Busca e voz" (Search and voice)** group, each row only accepts models of its own type and none runs on the platform's AI. **Search** has no model fallback: if your model fails, the message uses **keyword search**, on the same base, at no cost. **Transcription** and **speech** have a primary and a fallback like the other tasks; without a speech model, the reply goes out as text. A lead's audio above **20 MB or 20 minutes** does not go to the transcription model (providers refuse it): the conversation goes to your team to listen. **"Leitura de imagem" (Image reading)** is the new row in the group and is **optional**. It only accepts a conversation model that passed the **"Lê uma foto de exemplo" (Reads a sample photo)** check in the connection test; the **"Quais dos seus modelos leem imagem" (Which of your models read images)** card, at the top of "Roteamento" (Routing), shows which ones passed. It has no fallback: with your models offline, the photo goes to your team. Without the row, the AI replies based on the photo's caption or asks the lead to write. The image goes to your model as it arrived, like audio: the personal-data masking applies to the text. See [Image reading](https://attendto.com.br/en/manual/configuracoes). > **Changing the search model makes the base be read again:** Search compares the lead's question with your base in the form of vectors, and vectors from different models cannot be compared. That is why the new model has to read the entire base again — and the screen shows beforehand the passages, the tokens, the cost on your provider, and the time. While the base is **being read again**, search continues on today's model and the switch happens all at once, when the new base is complete; a source you save in the middle goes into both. If your provider refuses, you can **resume from where it stopped** or **cancel the switch**; a reading stopped for 7 days undoes itself. The previous base is kept for **7 days**: choosing the old model again within that period switches back immediately, at no cost. On screen: The dialog for changing the search model, with the passages, the cost, and the time to read the base. 1. **Before reading the base again**: How many passages, how much it costs on your provider, and how long it takes. Going back to the saved base's model (within 7 days), the switch is immediate and free of cost. #### Usage and fair use On screen: The "Consumo" (Usage) tab with the month's messages, the bars per day, the cost per model, and the warnings. 1. **The month in three numbers**: Messages used, the closing forecast, and the month's leads and handoffs — with no charge. 2. **Warnings and cap**: The warnings at 80% and when you go past the included messages go by email to the Owners. The **"Teto de excedente" (Overage cap)** is a limit of your own: above it, neither the platform's AI nor your models respond, and the conversation goes to the team. Raise or remove the cap and the AI goes back to responding on the next message; conversations that already went to the queue stay in the team's queue. > **What a message is:** Each lead message answered by the AI, on any channel. Above the ones included in your plan, every extra thousand is added to that month's invoice — and service never stops unless you set a cap. > **Account signed through a specialist's proposal:** Your own AI also applies to a custom-built account outside Enterprise: the message allowance and the overage are those in the proposal, and the overage goes on the following invoice. See [How your subscription works](https://attendto.com.br/en/manual/primeiros-passos). #### "Segurança e dados" (Security and data) On screen: The "Segurança e dados" (Security and data) tab with the keys and access, what is sent to the models, and the change log. 1. **Keys and access**: Only Owners can change models and rules; require two-step verification to change the page; remember to rotate the keys every 90 days. 2. **What is sent to your models**: What goes out is the recent conversation, the company context, and passages from the knowledge base; in background tasks, also the dashboard numbers and the won and lost deals, without names or contact details. **Phone, email, and ID number of the lead are not sent**: they become placeholders and the reply comes back with the right value. The lead's audio goes as is to your transcription model, and the reply text goes to your speech model; in search, the lead's question goes with phone, email, and ID number masked. You choose whether we store the text of the calls or only the numbers. 3. **Change log**: Everything that changed on this page, who changed it, and when. **"Exportar" (Export)** downloads the log as a CSV. Once the Terms are signed, the top of this tab shows **"Condições do Plano Enterprise" (Enterprise Plan Terms)** with the contract number, who signed, and when, plus **"Baixar PDF assinado" (Download signed PDF)** — the same PDF found in "Carteira" (Wallet), so whoever handles the technical side can find it without going there. #### Frequently asked questions **If no model is connected, does the AI stop?** Yes. While Enterprise is not active, the AI does not reply to any lead: conversations go to your team, with the reason. On Enterprise, nothing in your account runs on the platform's AI. **Who pays for the tokens of my models?** You do, directly to your provider. The costs shown here are estimates based on the prices you entered. **Why can't I change anything?** The account requires two-step verification to change this page. Turn it on under "Configurações" (Settings) → "Segurança" (Security). If the account allows only Owners to make changes, Admins can read without editing. **What happens when the model goes down?** The fallback takes over immediately; if it also goes down, the platform's AI replies (if contingency is on) or the conversation goes to your team. For background tasks, without contingency, the task waits for your models to come back. **Do the background agents also use my models?** Yes. Every agent that uses an AI model for your account uses your models: by default, the same one as the conversation; in the table you can give each one its own route. **Does Anthropic work for Enterprise?** It works for the conversation and the tasks. Search and audio need another provider (OpenAI, Google, Azure OpenAI, or your own server) — our implementation team can help. **I use Bedrock. What about audio?** Search runs on Titan, within Bedrock itself. Transcription and speech, in this version, go through OpenAI, Azure OpenAI, or your own server (transcription also through Google). **How much does it cost to re-read the knowledge base?** The screen shows it before you switch: the passages, the tokens, and the cost at the price you entered under "Modelos" (Models). Your provider is the one that bills. **Can I go back to the old search model?** Yes, within 7 days after the switch: choose the old model again and search goes back immediately, at no cost. In the dashboard: "Abrir a IA própria" (Open Own AI). How people search: connect openai key; use my own ai model; enterprise own ai; connect anthropic claude to whatsapp; azure openai customer service; amazon bedrock chatbot; ai model routing; fallback model; embeddings model knowledge base; audio transcription with my own model; message overage cap; change api key; rules by lead type. ## Analytics: conversion funnel, conversion by channel, lead source, and balance usage URL: https://attendto.com.br/en/manual/analytics Menu: Intelligence > Analytics The Analytics screen is for seeing, in real numbers for the period, how many leads came in, at what stage of the funnel they stall, which channels and sources convert, and how much balance the account consumed per day. ### Who can use it - Owner: Sees the whole screen and uses all the filters. Nothing here changes data. - Admin: Sees the whole screen and uses all the filters, like the owner. - Agent: Also sees the item in the menu and the whole screen, read-only. ### Screens #### Analytics The Analytics screen is for reading the conversion funnel, conversion by channel, results by persona, each source's share, and the balance usage for a chosen period. Address in the dashboard: `/app/analytics` ![Screenshot of the Analytics screen. The Analytics screen is for reading the conversion funnel, conversion by channel, results by persona, each source's share, and the balance usage for a chosen period.](https://attendto.com.br/prints-do-manual/analytics--analytics.png) The Analytics screen in the demo account, with sample data and blurred values. ##### Period and filters The button strip at the top chooses the period and filters the numbers by channel, persona, and source. Buttons and actions: - **"Últimos 30 dias" (Last 30 days)**: Shows the numbers for the last 30 days. It's the period the screen opens with by default. - **"Últimos 7 dias" (Last 7 days)**: Shortens all the cards to the last 7 days. - **"Hoje" (Today)**: Shows only today. - **"Canal: ‹todos ou o canal escolhido›" (Channel: ‹all or the selected channel›)**: Opens the list of channels that had activity in the period (WhatsApp, SMS, "E-mail" (Email), Web chat). Choosing a channel filters the funnel, conversion by channel, persona, and source; the first option goes back to all. - **"Persona: ‹todas ou a persona escolhida›" (Persona: ‹all or the selected persona›)**: Opens the list of the account's personas and filters the numbers by the persona that handled the lead. - **"Origem: ‹todas ou a origem escolhida›" (Source: ‹all or the selected source›)**: Opens the list of lead sources in the period (WhatsApp, Instagram, "Site" (Website), "Cadastro manual" (Manual entry), "Importados por planilha" (Imported via spreadsheet), "Integração" (Integration), and others) and filters the numbers by it. - **"Limpar filtros" (Clear filters)**: Appears only when some filter is on. Turns off "Canal" (Channel), Persona, and "Origem" (Source) all at once and gives back the whole screen. Also appears: - The chosen period's button is highlighted with the brand gradient. - The active filter is highlighted and shows the name of the chosen option; the list marks the current option with a check mark. - When you change the period or a filter, the previous numbers stay on screen until the new ones arrive, without flickering. ##### "Funil de conversão" (Conversion funnel) The six stages of the period, with the number of leads and the percentage over the leads created. Also appears: - Fixed subtitle: "Cada etapa reflete eventos reais — sem inflar." (Each stage reflects real events — no inflation.) - "Leads criados" (Leads created): who came in during the period. It's the base for all of the card's percentages. - "1ª resposta da IA" (First AI reply): how many received the first reply. - "Qualificados agora (quente + morno)" (Qualified now (hot + warm)): who is hot or warm at this moment. - "Quente" (Hot): the part of the qualified that is hot. - "Handoff aceito" (Handoff accepted): conversations transferred to a team member and accepted. - "Fechados" (Closed): deals won. - Each stage shows the number, the percentage over "Leads criados" (Leads created), and a proportional bar. ##### "Conversão por canal" (Conversion by channel) One block per channel with its conversion rate and its size in the total of conversations. Also appears: - The channel name in its color and the conversion percentage on the right. - Bar: that channel's share of the period's total conversations (it isn't the conversion). - Bottom line: ‹n› conversations from the channel in the period. ##### "Por persona" (By persona) Compares the conversion of the two versions of the AI when an A/B test is active. Buttons and actions: - **"Configurar personas" (Set up personas)**: Appears when there is no active A/B test, after the text "Sem teste A/B ativo" (No active A/B test). Opens the Personas screen to set up the test. Also appears: - With an active test: the name of each variant, the conversion percentage, and a bar. ##### "Por origem" (By source) Where the period's leads came from, as a share of the total. Also appears: - One row per source with the percentage and a bar. It's a share of leads, not a conversion rate. ##### "Consumo de saldo" (Balance usage) How much balance the account spent per day in the period, always for the whole account. Also appears: - Bars per day, from the first day of the period through today; days with no spending appear empty. - Footer: the period and the total spent in it. - The legend "/dia" (/day); with any filter on, it changes to "/dia · geral (sem filtro)" (/day · overall (no filter)), because this card ignores the filters. ##### Screen states - Loading: Three gray blocks in place of the cards while the numbers arrive. - Nothing here yet: With no leads in the period, the funnel says "Sem dados no período" (No data for the period); with a filter on, "Sem dados para os filtros neste período" (No data for the filters in this period). The channel and source cards also say "Sem dados no período" (No data for the period). - If something goes wrong: A card with "Não foi possível carregar o analytics." (Could not load analytics.) and the "Tentar novamente" (Try again) button, which requests the numbers again. ### Step by step #### How to see the month's conversion rate 1. Open **Analytics** in the menu, in the "Inteligência" (Intelligence) group. 2. Leave the period on **"Últimos 30 dias" (Last 30 days)**. 3. In the **"Funil de conversão" (Conversion funnel)** card, read the **"Fechados" (Closed)** row: its percentage is the conversion over all the **"Leads criados" (Leads created)**. #### How to find out which channel converts best 1. In **Analytics**, choose the period. 2. In the **"Conversão por canal" (Conversion by channel)** card, compare each channel's percentage. 3. Remember that the bar shows the channel's size; a channel with a high percentage and a short bar is where it's worth putting more leads. #### How to filter the funnel by channel, persona, or source 1. Click **"Canal" (Channel)**, **Persona**, or **"Origem" (Source)** in the strip at the top. 2. Choose the option from the list; the funnel, channel, persona, and source now show only that slice. 3. To see everything again, click **"Limpar filtros" (Clear filters)**. #### How to know how much balance was spent per day 1. In **Analytics**, choose **"Últimos 7 dias" (Last 7 days)** or **"Últimos 30 dias" (Last 30 days)**. 2. See the **"Consumo de saldo" (Balance usage)** card: each bar is a day and the footer shows the period's total. 3. For the detailed statement and the top-ups, open the "Carteira" (Wallet). #### How to compare two personas with an A/B test 1. Without an active test, the **"Por persona" (By persona)** card shows **"Configurar personas" (Set up personas)**: click it. 2. Build the A/B test on the Personas screen. 3. Go back to **Analytics** and compare the conversion of the two variants in the **"Por persona" (By persona)** card. ### Frequently asked questions #### Does changing the period or the filters erase or change any data? No. The screen only reads. Period and filters change only what appears on the cards, and go back to the default when you leave the screen. #### Why does the "Canal" (Channel) or "Origem" (Source) list have so few options? The lists show only the channels and sources that had leads in the chosen period. Switch to "Últimos 30 dias" (Last 30 days) to see more options. #### Does the Persona filter apply to the "Por persona" (By persona) card? The "Por persona" (By persona) card compares the two variants of the active A/B test, which is what it measures. The Persona filter filters the funnel, channel, and source. #### What is the difference between "Qualificados agora" (Qualified now) and the qualified count in the "Investimento" (Spend) report? Here the stage counts who is hot or warm at this moment. In the "Investimento → Venda" (Spend → Sale) report, it counts who ever became qualified, by the AI or by the team, even if they changed afterward. #### Can the agent see Analytics? Yes. The item appears for all team roles and the screen is read-only. #### Why doesn't "Consumo de saldo" (Balance usage) change when I choose a channel? Usage is always for the whole account. With a filter on, the card's legend changes to "/dia · geral (sem filtro)" (/day · overall (no filter)) to remind you of that. Days with no spending appear as an empty bar. ### Guide: Analytics The funnel in numbers: how many arrived, where they stopped, where they came from, and how much the period consumed. This screen answers two money questions: **where the funnel leaks** and **where it is worth investing more**. And it answers a third, which is the most useful of all: did that change you made last week improve or worsen anything? > **You can click everything:** Analytics is read-only. No filter here sends a message, deletes data, or spends balance. Changing the period and slicing by channel have no consequences at all. #### The screen, part by part On screen: Analytics screen with filters at the top, the conversion funnel on the left, conversion by channel on the right, and three cards below. The 30-day funnel and the breakdowns by channel, persona, and source. 1. **The period**: **"Últimos 30 dias" (Last 30 days)** is the default; **"Últimos 7 dias" (Last 7 days)** and **"Hoje" (Today)** shorten it. With little traffic, a short period turns into a lucky number: 2 leads in one day prove nothing. 2. **The three breakdowns**: **"Canal" (Channel)**, **Persona**, and **"Origem" (Source)** slice everything below — except balance usage. **"Limpar filtros" (Clear filters)** gives you the whole screen back. Strange number? The first suspect is a forgotten filter left on. 3. **The funnel and the denominator of everything**: All percentages are calculated over **"Leads criados" (Leads created)**, never from one stage to the next. `Fechados 9,1%` means 9.1% of all leads created — not 9.1% of those who reached the previous stage. 4. **Here the number and the bar measure different things**: The number (`27,3%`) is that channel's conversion. The **bar is its share of total conversations**. A small, good channel shows up as a high number with a short bar — and that is usually exactly where it is worth putting more people. 5. **By persona and by source**: **"Por persona" (By persona)** separates the result by version of your AI. **"Por origem" (By source)** measures something else: it is a **share** — where the leads came from, not how much each place converted. A source with 57.6% does not convert 57.6%: it brought in 57.6% of the people. 6. **Usage ignores the filters**: This card is always the whole account. When you turn on any filter, the caption changes to `/dia · geral (sem filtro)` to let you know. Statement, top-up, and spending limit are in the [Wallet](https://attendto.com.br/en/manual/saldo-e-recargas). #### The six funnel stages The card warns in small print: **"cada etapa reflete eventos reais — sem inflar" (each stage reflects real events — no inflating)**. In other words, nothing here is an estimate; it is a count of what happened. - **"Leads criados" (Leads created)**: Everyone who came in during the period. It is the denominator of every percentage on this screen. - **"1ª resposta da IA" (First AI reply)**: How many received the first reply. If this number is much lower than the one above, the problem is not sales: it is the channel, the connection, or consent. Check [Connections](https://attendto.com.br/en/manual/conexoes). - **"Qualificados agora (quente + morno)" (Qualified now (hot + warm))**: BANT is the acronym for the four questions that qualify someone: whether they have a **budget**, whether they are **the decision-maker**, whether they have the **need**, and whether they have a **deadline**. Here the stage adds up those who are hot or warm right now. The [Spend → Sale](https://attendto.com.br/en/manual/investimento) report counts differently: those who ever got qualified, by the AI or by the team. - **"Quente" (Hot)**: A slice of the qualified, not a new stage after them. The two bars count the same people in part — never add the two together. - **"Handoff aceito" (Handoff accepted)**: Handoff is the transfer: the conversation passes to a person on the team and someone accepts it. The queue and the reasons are in [Handoff to a human](https://attendto.com.br/en/manual/handoff). - **"Fechados" (Closed)**: A won deal. Since the stages count real events and not every lead goes through every stage, it is normal to see **"Fechados" (Closed)** greater than **"Handoff aceito" (Handoff accepted)**: some people closed without needing a person. > **Read the whole numbers, not the percentages:** Since all percentages are over **"Leads criados" (Leads created)**, they do not show a drop between steps. To find where it leaks, read the column of numbers from top to bottom — `33 → 12 → 9` tells you right away that the biggest loss was between arriving and receiving the first reply. #### Four ways to read it wrong - **The funnel percentage is not stage to stage.** Everything is a slice of **"Leads criados" (Leads created)**. For conversion between two stages, divide the numbers yourself. - **In "Conversão por canal" (Conversion by channel), the number and the bar are not the same measure.** The number is the channel's conversion; the bar is its size. A short bar with a high number is an opportunity, not an error. - **"Por origem" (By source) is a share, not conversion.** It answers where people come from, not who buys. - **Balance usage ignores the filters.** It is always the whole account, even with a channel selected. #### The Monday reading 1. **Set the period to 30 days**: It is the only breakdown with enough people not to fluctuate by chance. **"Hoje" (Today)** and **"7 dias" (7 days)** are for checking whether something broke, not for deciding. 2. **Find the step**: Read the funnel numbers from top to bottom and mark the biggest drop. That is the month's bottleneck, and it is the only thing worth tackling this week. 3. **Find out whose step it is**: Slice by **"Canal" (Channel)**, then by **"Origem" (Source)**, then by **Persona**. If the drop exists in every slice, it is the conversation. If it appears in only one, it is that channel or that campaign. 4. **Change one thing only and note the date**: Tone, offer, qualification weight: one change per week. Two at the same time and you will never know which one worked. 5. **Come back in seven days**: Same period, same filters. This screen is the only place that tells you whether the change was worth it. To compare two versions of the AI with sample rigor, the place is [Personas A/B](https://attendto.com.br/en/manual/personas). #### When the screen looks wrong - **Everything at zero:** check the period and the filters. Then check that the channel is really turned on in [Connections](https://attendto.com.br/en/manual/conexoes) — with no active channel no leads come in. - **Leads come in and the 1st reply does not go up:** the problem is before the conversation. Consent, service hours, or a disconnected channel. - **Qualified high and closed low:** the conversation is good and the end is stuck. Look at the [Pipeline](https://attendto.com.br/en/manual/funil) and the [Handoff](https://attendto.com.br/en/manual/handoff) — it is usually people stuck waiting for a person. - **Usage rising with no new leads:** a batch send is under way. Check [Campaigns](https://attendto.com.br/en/manual/campanhas) and the spending limit in the [Wallet](https://attendto.com.br/en/manual/saldo-e-recargas). In the dashboard: "Abrir Analytics" (Open Analytics). How people search: lead conversion report; whatsapp conversion funnel; conversion rate by channel; where my leads come from; how much balance I spent; service metrics; sales analytics; conversion by persona; monthly leads report; where am I losing customers. ## Revenue: sales cycle, win rate by ideal customer, and loss reasons URL: https://attendto.com.br/en/manual/revenue Menu: Intelligence > Revenue The Revenue screen lets you see the entire sales cycle over "30 dias" (30 days) or "90 dias" (90 days), prove with your own numbers whether the ideal customer wins more, understand why deals are lost, and see what the AI has learned about who buys. When it appears: The Revenue item only appears in the menu when the Revenue AI module is active on the account (turned on in "Configurações" (Settings) → "Módulos" (Modules)). ### Who can use it - Owner: Sees the whole screen. The screen is read-only; the module is turned on in "Configurações" (Settings) → "Módulos" (Modules). - Admin: Sees the whole screen, like the Owner. - Agent: Also sees the menu item when the module is active, read-only. ### Screens #### Revenue The Revenue screen lets you read, in one place, the inbound cycle with each stage's rate, the win rate by ideal-customer fit tier, losses by reason, and the actions suggested by rule. Address in the dashboard: `/app/revenue` ![Screenshot of the Revenue screen. The Revenue screen lets you read, in one place, the inbound cycle with each stage's rate, the win rate by ideal-customer fit tier, losses by reason, and the actions suggested by rule.](https://attendto.com.br/prints-do-manual/revenue--revenue.png) The Revenue screen in the demo account, with sample data and blurred values. ##### Revenue Intelligence header The screen's title and the period selection. Buttons and actions: - **"30 dias" (30 days)**: Shows the numbers for the last 30 days. This is the period the screen opens with. - **"90 dias" (90 days)**: Widens all the cards to the last 90 days. Also appears: - Subtitle: "O ciclo inbound de ponta a ponta, com o aprendizado voltando ao cliente ideal." (The inbound cycle from end to end, with the learning feeding back into the ideal customer.) ##### "O ciclo" (The cycle) The stages of the sales cycle, each with the number of leads and the share of the period's new leads. Also appears: - New leads, evaluated by ICP, with high ICP, qualified, meeting scheduled, in negotiation, and won, in that order. - Each stage shows the number, a bar, and the percentage; in negotiation and won are snapshots of right now, with no percentage. - The won stage is highlighted with the brand border. - Bottom line: "Ganhos no período" (Won in the period), with the summed value of the won deals. ##### "O ICP funciona?" (Does the ICP work?) The win rate among deals with an outcome, split by ideal-customer fit tier. Also appears: - One row per tier (high, medium, low, and not evaluated) with the number of deals and the win percentage. - Below each tier, the average won ticket, when available. - The low and not-evaluated tiers appear in gray; the others, in the brand gradient. ##### "Por que perdemos" (Why we lose) The period's losses grouped by the reason marked in the "Funil" (Pipeline), with the summed value. Also appears: - One row per reason with the quantity, the summed value, and a proportional bar. ##### "O que a IA aprendeu" (What the AI learned) The latest version of the ideal customer calculated by the AI. Also appears: - Title with the version: Calculated ICP v‹n›. - The sentence that summarizes the ideal customer, highlighted. - The attributes with each one's weight and the evidence that supports it. - The differences compared to the ideal customer declared by the account. - With no calculated version, the card says what is still missing (outcomes and wins) instead of making things up. ##### "Ações sugeridas" (Suggested actions) Actions generated by rule from the screen's numbers, each with the number that justifies it. Also appears: - Title: "Ações sugeridas (por regra, com o número que justifica)" (Suggested actions (by rule, with the number that justifies it)). - Each action shows the text and, below it, the number that made it appear. ##### Screen states - Loading: Gray blocks in place of the title and the cards. - Nothing here yet: With no outcomes in the period, "O ICP funciona?" (Does the ICP work?) says "Sem negócios com desfecho no período. Marque ganho e perdido no Funil para medir." (No deals with an outcome in the period. Mark won and lost in the Pipeline to measure.) With no losses, "Por que perdemos" (Why we lose) says "Nenhum negócio perdido no período" (No deals lost in the period). With no rule triggered, "Ações sugeridas" (Suggested actions) says "Nenhuma regra disparou com os números deste período. Isso é bom sinal, ou pouca amostra." (No rule fired with this period's numbers. That is a good sign, or a small sample.) - If something goes wrong: "Não foi possível carregar o Revenue" (Revenue could not be loaded), with "Nada mudou. Tente de novo." (Nothing changed. Try again.) and the button "Tentar de novo" (Try again). - The Revenue AI module is off: The card "O Revenue precisa do módulo Revenue AI ligado" (Revenue needs the Revenue AI module turned on), explaining that without the module the numbers are not calculated, and the button "Abrir Módulos" (Open Modules). ### Step by step #### How to turn on the Revenue AI module to see the Revenue screen 1. Open "Configurações" (Settings) and go to **"Módulos" (Modules)**; if the Revenue screen shows the module notice, use the **"Abrir Módulos" (Open Modules)** button. 2. Turn on the **Revenue AI** module. 3. Go back to the menu: the **Revenue** item appears in the "Inteligência" (Intelligence) group. #### How to tell whether the ideal customer (ICP) really sells more 1. Open **Revenue** and choose **"90 dias" (90 days)** to get more deals with an outcome. 2. In the **"O ICP funciona?" (Does the ICP work?)** card, compare the win percentage of the high tier with that of the low tier. 3. If the card says there are no outcomes, mark won and lost on the Pipeline cards and come back later. #### How to see the reasons deals are lost 1. Open **Revenue** and choose the period. 2. In the **"Por que perdemos" (Why we lose)** card, see the reasons in order, with the quantity and the summed value. 3. To fix a reason, open the lead's card in the "Funil" (Pipeline): that is where the reason comes from. #### How to track the cycle stage where leads stall 1. In **Revenue**, read the **"O ciclo" (The cycle)** card from left to right. 2. Compare the numbers of neighboring stages to find the biggest drop. 3. Use the **"Ações sugeridas" (Suggested actions)** as a starting point: each one shows the number that justifies it. ### Frequently asked questions #### Why doesn't the Revenue item appear in my menu? It only appears with the Revenue AI module active. Without the module, the item disappears from the menu and anyone who opens the URL directly sees the notice to turn on the module. #### Does the Revenue screen change anything in the Pipeline? No. It only reads what the Pipeline, the ideal customer, and the outcomes have already recorded. To change a number, change the card in the Pipeline. #### Do the suggested actions come from generative AI? No. They come from rules applied to the screen's own numbers. If no rule fires, the card says so instead of inventing an action. #### Which period should I use in Revenue? "30 dias" (30 days) shows the current month; "90 dias" (90 days) gathers more deals with an outcome, which makes the comparison by ICP tier more reliable when there is little activity. #### Why don't "in negotiation" and "won" show a percentage? Because they are snapshots of right now, not stages counted over the period's new leads. That is why they appear only with the number. #### What does the version in "O que a IA aprendeu" (What the AI learned) mean? It is the number of the latest version of the calculated ideal customer. Each new calculation, with more outcomes, generates a new version; the screen always shows the most recent one. ### Guide: Revenue The sales cycle from end to end with the rate of each stage, the proof that the ideal customer works, why you lose, and what the AI learned. **Revenue** only exists with the **Revenue AI** module turned on ([Settings → Modules](https://attendto.com.br/en/manual/configuracoes)). It is a read-only screen: it gathers what the "Funil" (Pipeline), the "Cliente ideal" (Ideal customer), and the outcomes have already recorded and answers, in one place, where the cycle loses strength and whether it is worth pushing on people who look like your customer. On screen: Revenue screen with the cycle in seven stages (new leads, scored by ICP, high ICP, qualified, meeting scheduled, in negotiation, won) with a rate per stage; below, the win rate by fit band, losses by reason, what the AI learned, and the suggested actions. Thirty or ninety days. Every number comes from a record: none is estimated. #### The screen, part by part - **"O ciclo" (The cycle)**: New leads → scored by ICP → high ICP (70 or more) → qualified (hot) → meeting scheduled → in negotiation → won. Each stage shows the number and the share of the period's new leads; "em negociação" (in negotiation) and "ganhos" (won) are snapshots of right now, with no share. In negotiation are the cards from the "Início da negociação" (Start of negotiation) stage onward, up to just before won (on the "Imobiliária" (Real Estate) board, "Pasta" (Application file) and "Aprovação de crédito" (Credit approval)). Without that mark, the stage right before won counts. The mark is in "Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages), in the column dialog. LDR and Outbound enter here when they exist. - **"O ICP funciona?" (Does the ICP work?)**: Among deals with an outcome in the period, the win rate by fit band: high (70+), medium (40 to 69), low (below 40), and unscored, with the average ticket won in each band. It is the proof, with your own numbers, that it is worth prioritizing people who look like your customer. - **"Por que perdemos" (Why we lose)**: The period's lost deals grouped by the reason chosen in the "Funil" (Pipeline) ("Preço" (Price), "Não é agora" (Not now), "Concorrente" (Competitor), "Sem resposta" (No response), "Não era para nós" (Not a fit), "Outro" (Other)), with the summed value. Without a reason marked there is no bar: that is why the reason is required when marking a deal as lost. - **"O que a IA aprendeu" (What the AI learned)**: The latest version of the calculated ideal customer: the phrase, the weighted attributes, and the differences from what was declared. With no version, the block says what is missing (how many outcomes and wins) instead of making something up. - **"Ações sugeridas" (Suggested actions)**: Up to three actions generated by rule from the numbers on the screen, each with the number that justifies it. They don't come from a language model: if the rule doesn't fire, the action doesn't show up. > **The numbers match the "Funil" (Pipeline):** Won, lost, and reasons are the same ones the board's strip shows. If something looks wrong here, first check the outcome and the reason on the card: that is where everything comes from. How people search: revenue intelligence; inbound sales cycle; win rate by ICP; deal loss reason; why do we lose sales; does the ideal customer work; what the AI learned about my customers; suggested sales actions; revenue ai module; gains and losses report. ## "Investimento → Venda" (Spend → Sale): cost per lead, cost per sale, and return for each ad URL: https://attendto.com.br/en/manual/investimento Menu: Intelligence > "Investimento" (Spend) The "Investimento → Venda" (Spend → Sale) report is the screen that crosses ad spend, imported by spreadsheet, with leads and board stages, to show how much each lead and each sale cost and the return of each campaign, ad set, and ad. When it appears: The item appears for the Owner and the Admin; it does not depend on a module or a plan. ### Who can use it - Owner: Sees the report, imports and undoes spend spreadsheets, and saves the board's revenue percentage. - Admin: Does everything the Owner does on this screen. - Agent: Does not see the item in the menu; anyone who opens the direct address goes back to the "Painel" (Dashboard). ### Screens #### "Investimento → Venda" (Spend → Sale) The "Investimento → Venda" (Spend → Sale) screen is for seeing how much each ad cost and how much sales it brought in, from the campaign to the win, through the "Funil" (Pipeline) board stages. Address in the dashboard: `/app/investimento` ![Screenshot of the "Investimento → Venda" (Spend → Sale) screen. The "Investimento → Venda" (Spend → Sale) screen is for seeing how much each ad cost and how much sales it brought in, from the campaign to the win, through the "Funil" (Pipeline) board stages.](https://attendto.com.br/prints-do-manual/investimento--investimento.png) The "Investimento → Venda" (Spend → Sale) screen in the demo account, with sample data and blurred values. Who uses it: Owner, Admin. ##### "Cabeçalho" (Header) The report title and the screen's two shortcuts. Buttons and actions: - **"Histórico de importações" (Import history)**: Opens the drawer with all the spend spreadsheets already imported, with the option to undo. - **"Importar gasto" (Import spend)**: Takes you to the import card further down the page and opens the first step. Also appears: - Support line: "Quanto cada anúncio custou e quanto trouxe de venda, da campanha até o ganho, pelas etapas do quadro." (How much each ad cost and how much sales it brought in, from the campaign to the win, through the board stages.) ##### Report filters Board, period, and campaign. The filters live in the page URL, so a copied link opens the same view. Fields and filters: - **"Quadro" (Board)**: Chooses which pipeline board provides the stages for the report. It only appears when more than one board has the column role marked. - **"De" (From)**: Start date of the "Personalizado" (Custom) period. - **"Até" (To)**: End date of the "Personalizado" (Custom) period; it cannot be before the start date or after today. - **"Campanha de anúncio" (Ad campaign)**: Narrows the report to one campaign; the first option, "Todas as campanhas de anúncio" (All ad campaigns), goes back to the whole. Changing the board clears the chosen campaign. Buttons and actions: - **"Este mês" (This month)**: Period from the first day of the month through today. This is what the screen opens with. - **"Mês passado" (Last month)**: The entire previous month. - **"Últimos 90 dias" (Last 90 days)**: The 90 days up to today. - **"Personalizado" (Custom)**: Shows the "De" (From) and "Até" (To) date fields and the "Aplicar" (Apply) button. - **"Aplicar" (Apply)**: Applies the custom period. If the dates are swapped, it warns "Confira as datas" (Check the dates) and "A data final precisa ser depois da inicial." (The end date must be after the start date.); if the range is too long, "O período pode ter até 366 dias." (The period can be up to 366 days.) Also appears: - Tag on the right: "Leads que entraram de ‹período›" (Leads that came in from ‹period›), a reminder that the period filters by when the lead came in. ##### Indicators The top-line numbers for the period, calculated from the imported spend. Fields and filters: - **"Quanto do valor ganho é receita da empresa, em porcentagem" (How much of the won value is company revenue, as a percentage)**: Field that opens when you click "Receita:" (Revenue:). It accepts 0 to 100%, in steps of 0.5% (e.g., 7.5%). It applies to all periods of that board. Buttons and actions: - **"Receita:" (Revenue:)**: Shows the share of the won value that is revenue (‹n›% of the value) and opens the field to edit it. When the number comes from the account's "Segmento" (Industry), it appears with the commission note. - **"Salvar" (Save)**: Saves the board's revenue percentage and confirms with the notice "Receita de ‹n›% do valor salva" (Revenue of ‹n›% of the value saved). Also appears: - "Investimento" (Spend): the ad spend in the period, with a line showing spend per day. - "‹Ganhos›" (‹Wins›): how many deals reached the board's win stage, with the cost per win or "Nenhum ganho ainda" (No wins yet). - "Retorno sobre a receita" (Return on revenue): how many times the estimated revenue covers the investment, with ‹valor› in estimated revenue or "Informe quanto do valor é receita para ver o retorno" (Enter how much of the value is revenue to see the return). - Leads: how many ad leads came in and the cost per lead. - The board's first stage and the highlighted stage, each with its cost and its percentage of the leads. - "Valor ganho" (Won value): the value of the won deals and the average per win. ##### The money funnel How many reached each stage of the board and how much each one cost. Buttons and actions: - **"O que conta em ‹etapa›: ‹definição›" (What counts in ‹stage›: ‹definition›)**: Info icon next to each stage. Hovering, focusing or tapping it shows what counts in that stage; Esc closes it. Also appears: - First row: "Investimento" (Spend), 100% of the spend. - One row per stage with the number, the cost per ‹stage› (or no ‹stage› yet) and the percentage of the leads or of the previous stage. - "Nota" (Note): "As barras usam escala comprimida para as últimas etapas aparecerem. Os números são exatos." (The bars use a compressed scale so the last stages show up. The numbers are exact.) - If the board has no column role marked, a hint to mark it appears and the funnel is reduced. ##### Column beside the funnel How the report counts, how many leads got a campaign name, and the latest import. Buttons and actions: - **"Ver o histórico e desfazer" (View history and undo)**: Opens the "Histórico de importações" (Import history) drawer. Also appears: - Notice "Conta até hoje, não só no período" (Counts up to today, not only in the period): it counts the leads that came in during the period and everything that happened to them up to today, in Brasília time. - How many WhatsApp leads from ads got a campaign and ad set name, with an example of the trail. - "Última importação" (Latest import): file name, period, amount and "Por ‹pessoa› em ‹data›" (By ‹person› on ‹date›). ##### By ad campaign The tree table campaign › ad set › ad, with the cost of each stage and the return. Fields and filters: - **"Investimento" (Spend)**: Imported spend for the row. - **Leads**: Leads that came in through the row. - **"‹Ganhos›" (‹Wins›)**: Won deals, with the name of the board's win stage. - **"Custo por lead" (Cost per lead)**: Investment divided by the leads. - **"Custo por ‹ganho›" (Cost per ‹win›)**: Investment divided by the wins. - **"Retorno" (Return)**: Return on revenue, using the saved revenue percentage. Buttons and actions: - **"Campanha" (Campaign)**: Groups the table by ad campaign. - **"Conjunto" (Ad set)**: Groups the table by ad set. - **"Anúncio" (Ad)**: Groups the table by ad. - **"Abrir tudo" (Expand all)**: Opens all rows; once any row is open, the button becomes "Fechar tudo" (Collapse all). It does not appear when grouping by ad. - **"Mostrar ‹o funil e os conjuntos› de ‹nome›" (Show ‹the pipeline and ad sets› for ‹name›)**: Arrow at the start of each row: opens the board's stages, the won value and the items below; clicking again hides them. - **"Ordenar por ‹coluna›" (Sort by ‹column›)**: Clicking a column title sorts the table by it; clicking again reverses the order. - **"Importar gasto" (Import spend)**: Link in the "Leads de anúncio sem gasto importado" (Ad leads with no imported spend) row: takes you to the import card. Also appears: - Open row: the board's stages with the percentage of the leads or of the previous stage and the "Valor ganho" (Won value), with ‹n› over the investment or no win yet. - Subtitle of each row: how many ad sets and ads it has, and the ad ID at the ad level. - "Total com gasto importado" (Total with imported spend): the sum of ‹n› ad campaigns. - "Fora da conta de custo" (Outside the cost calculation): "Leads de anúncio sem gasto importado" (Ad leads with no imported spend), "Anúncios que gastaram e não trouxeram lead" (Ads that spent and brought no lead) (already included in the campaigns) and "Sem anúncio" (No ad) (organic, referral and website form). ##### "Importar gasto" (Import spend) The card in three steps ("Enviar" (Send), "Conferir" (Check), "Pronto" (Done)) that reads the spreadsheet exported from Ads Manager. Nothing is saved before you confirm. Fields and filters: - **"Campo para a coluna ‹coluna›" (Field for column ‹column›)**: In the "Conferir" (Check) step, each spreadsheet column has a selector: "Campanha de anúncio" (Ad campaign), "Conjunto" (Ad set), "Anúncio" (Ad), "ID do anúncio" (Ad ID), "Dia" (Day), "Início do período" (Period start), "Fim do período" (Period end), "Valor gasto" (Amount spent) or "Não usar" (Don't use). Each column gets the badge "Reconhecida" (Recognized), "Sem uso" (Unused) or "Repetida" (Duplicate). - **"Período da planilha" (Spreadsheet period)**: Appears when the spreadsheet has no date column: enter the start and end dates it covers. - **"Nesta planilha, a vírgula separa:" (In this spreadsheet, the comma separates:)**: Question that appears when the values are ambiguous: choose thousands or cents, with examples from the column. Buttons and actions: - **"Solte a planilha aqui ou clique para escolher" (Drop the spreadsheet here or click to choose)**: "Enviar" (Send) step: receives the file in CSV or XLSX. A wrong format warns "Formato não aceito" (Format not accepted); a file that is too large asks for a shorter period. - **"Baixar a planilha de exemplo" (Download the sample spreadsheet)**: Downloads a template spreadsheet with the expected columns. - **"Trocar arquivo" (Change file)**: In the "Conferir" (Check) step, goes back to choose another file. - **"Mostrar essas linhas na prévia" (Show these rows in the preview)**: In the rounded-ID notice, shows the affected rows in the preview. - **"Voltar" (Back)**: Goes back to the "Enviar" (Send) step without saving anything. - **"Confirmar importação" (Confirm import)**: Saves the spend. It stays dimmed while there is a block (missing amount column, duplicate column, unanswered comma question, period not provided). Shows "Importando…" (Importing…) while saving. - **"Importar outra planilha" (Import another spreadsheet)**: In the "Pronto" (Done) step, restarts the upload. - **"Ver o relatório" (View report)**: In the "Pronto" (Done) step, refreshes the report and scrolls the page to the top. Also appears: - How to export: choose the period and the daily breakdown; include the ad ID, the campaign, ad set and ad names, and the amount used; export as CSV without opening it first in a spreadsheet program. - Reading the spreadsheet: progress bar with "Lendo as linhas…" (Reading rows…) and "Conferindo as colunas…" (Checking columns…). - "Conferir" (Check) shows "Período" (Period) (detected from the "Dia" (Day) column, from the start and end columns, or entered by you), "Valor total" (Total amount) in reais, "Linhas" (Rows) (with the ignored ones and the reason), "Detalhamento" (Breakdown) ("Por dia" (By day) or "Por período" (By period)) and campaigns and ads. - Possible warnings: "IDs de anúncio arredondados" (Rounded ad IDs), "A planilha não traz o ID do anúncio" (The spreadsheet has no ad ID), "Sem detalhamento por dia" (No daily breakdown), "Falta a coluna do valor gasto" (Amount spent column is missing), "Duas colunas foram para o mesmo campo" (Two columns went to the same field), "Esta planilha substitui parte do que já foi importado" (This spreadsheet replaces part of what was already imported), "Esta planilha já foi importada" (This spreadsheet was already imported) and the possible sum with spend already imported by campaign. - Preview of the first 10 rows, with "Dia" (Day), "Campanha" (Campaign), "Conjunto" (Ad set), "Anúncio" (Ad), "ID do anúncio" (Ad ID) and "Valor usado" (Amount used). - Footer: "Reimportar a mesma planilha nunca soma em dobro" (Reimporting the same spreadsheet never counts twice). - "Pronto" (Done): "Gasto importado" (Spend imported) (or "Esta planilha já estava importada" (This spreadsheet was already imported)), the period, the rows, and how many ad leads got a campaign name, which appears in the Inbox, on the pipeline card and on the lead record. ##### "Histórico de importações" (Import history) drawer All imported spreadsheets, from newest to oldest. "Desfazer" (Undo) deletes the spend from that spreadsheet and restores what it had replaced; the leads stay. Buttons and actions: - **"Desfazer" (Undo)**: Opens the confirmation inside the item. When undoing is not possible, the button is dimmed and the tooltip explains why. - **"Desfazer importação" (Undo import)**: Confirms: "Desfazer" (Undo) deletes ‹valor› of spend. The leads stay, and the spend that the spreadsheet had replaced counts again. Shows the notice "Importação desfeita" (Import undone). - **"Cancelar" (Cancel)**: Closes the confirmation without undoing. Also appears: - Each item: file name, who imported it and when, "Período" (Period), "Total" (Total) and, if any, "Observação" (Note). - Status badge: "Valendo" (In effect), "Substituída" (Replaced), "Substituída em parte" (Partially replaced) or "Desfeita" (Undone). - Empty: "Nenhuma importação ainda." (No imports yet.); with an error: "Não conseguimos abrir o histórico" (We couldn't open the history) and the "Tentar de novo" (Try again) button. ##### Screen states - Loading: Building the report: gray blocks shaped like the indicators, the funnel and the table. - Nothing here yet: "Importe o gasto para ver quanto custou cada venda" (Import the spend to see how much each sale cost), explaining that the leads are already there and only the investment is missing, with the "Enviar a planilha" (Send the spreadsheet) button. - If something goes wrong: "Não conseguimos montar o relatório agora" (We couldn't build the report right now), noting that the imported spend and the leads are still saved, with the "Tentar de novo" (Try again) button. ### Step by step #### How to import the ad spend spreadsheet 1. In Ads Manager, export the period with a **daily** breakdown and the columns **"ID do anúncio" (Ad ID)**, campaign, ad set and ad names, and **"valor usado" (Amount used)**, as CSV. 2. In **"Investimento" (Spend)**, click **"Importar gasto" (Import spend)**. 3. Drop the file on **"Solte a planilha aqui ou clique para escolher" (Drop the spreadsheet here or click to choose)**. 4. In the **"Conferir" (Check)** step, adjust the field for each column and respond to the warnings. 5. Click **"Confirmar importação" (Confirm import)** and then **"Ver o relatório" (View report)**. #### How to see the cost per lead and the cost per sale of each campaign 1. In **"Investimento" (Spend)**, choose the period (**"Este mês" (This month)**, **"Mês passado" (Last month)**, **"Últimos 90 dias" (Last 90 days)** or **"Personalizado" (Custom)**). 2. In the **"Por campanha de anúncio" (By ad campaign)** table, read the **"Custo por lead" (Cost per lead)** and "Custo por ‹ganho›" (Cost per ‹win›) columns. 3. Click a column title to sort, and the arrow on a row to open that campaign's funnel. #### How to calculate the return on revenue (ROI) of your ads 1. In the **"Retorno sobre a receita" (Return on revenue)** indicator, click **"Receita:" (Revenue:)**. 2. Enter how much of the won value is company revenue, as a percentage. 3. Click **"Salvar" (Save)**: the return on the screen and in the table now uses that number across all the board's periods. #### How to undo a spend import 1. Click **"Histórico de importações" (Import history)** (or **"Ver o histórico e desfazer" (View history and undo)**). 2. On the spreadsheet's item, click **"Desfazer" (Undo)**. 3. Read how much spend will be removed and click **"Desfazer importação" (Undo import)**. #### How to see the report for a custom period 1. Click **"Personalizado" (Custom)**. 2. Fill in **"De" (From)** and **"Até" (To)**. 3. Click **"Aplicar" (Apply)**; the tag "Leads que entraram de ‹período›" (Leads that came in from ‹period›) shows the range used. #### How to see the report by ad set or by ad 1. In the **"Por campanha de anúncio" (By ad campaign)** table, click **"Conjunto" (Ad set)** or **"Anúncio" (Ad)** in the grouping selector. 2. Use **"Abrir tudo" (Expand all)** to see the funnel of every row at once. ### Frequently asked questions #### Who can see the "Investimento → Venda" (Spend → Sale) report? Only the Owner and the Admin. The agent doesn't see the item in the menu and, through the direct address, is taken back to the "Painel" (Dashboard). #### Why doesn't the "Quadro" (Board) selector appear? It only appears when the account has more than one board with the column role marked. With a single board, the report uses that board. #### Does the revenue percentage apply only to the period I'm viewing? No. It is saved on the board and applies to all its periods, on the screen and in the table. #### Can I send the filtered report link to someone on the team? Yes. Board, period and campaign are kept in the page address; anyone who opens the link, as long as they are an Owner or Admin, sees the same view. #### What goes into "Fora da conta de custo" (Outside the cost calculation)? Ad leads with no imported spend, ads that spent money and brought no lead (these are already counted in the campaigns), and leads with no ad, such as organic, referral and website form. #### Why does an old campaign still win sales in the report? Because the report counts the leads that came in during the period and everything that happened to them up to today. A lead from last month who closed today counts as a win for their campaign. #### Does undoing an import delete the leads? No. Undoing only removes the spend from that spreadsheet and restores the spend it had replaced. The leads and the campaign names stay. ### Guide: "Investimento → Venda" (Spend → Sale) How much each sale cost, by campaign #### Export the spend spreadsheet 1. **Choose the period and the daily breakdown**: In Ads Manager, choose the period and the breakdown **by day**. 2. **Include the columns the report uses**: Include the **Ad ID** column, the campaign, ad set and ad names, and the **amount spent**. 3. **Export as CSV and send it as it came**: Export as CSV and send the file as it came, without opening and saving it in a spreadsheet editor: that rounds the IDs. > **The column names:** The screen recognizes column names in Portuguese and English (“Nome da campanha”, “Valor usado (BRL)”, “Ad ID”, “Day”…). If a column comes with another name, choose its field in the "Conferir" (Check) step: the preview shows each column and what it becomes. #### Import and review Under **"Inteligência" (Intelligence) → "Investimento" (Spend) → "Importar gasto" (Import spend)**, drop the file. Before saving, the screen shows the recognized columns, the period, the total and the warnings. Re-importing the same spreadsheet never adds up twice: the new spreadsheet rules the period it covers, and the old spend is kept. On screen: The "Importar gasto" (Import spend) card in the "Conferir" (Check) step: the file's summary, the detected period and total, the spreadsheet columns with each one's field and a preview of the first ten rows. Nothing is saved before "Confirmar importação" (Confirm import). A rounded ad ID is flagged in the preview. #### How to read each number Choose the board at the top: the bars and the table columns follow its stages, and the won column says what counts as a sale. The highlighted number is the **return on revenue**: the part of the won value that stays with the company (editable, from 0 to 100% in steps of 0.5%; in the "Imobiliária" (Real Estate) template, the 5% commission) divided by the spend. When revenue is only a part of the value, the return on won value appears below. On screen: The "Investimento → Venda" (Spend → Sale) screen of the "Imobiliária" (Real Estate) board: the month's seven indicators, the funnel in money with the cost of each stage, the note on leads that got a campaign name and the table by ad campaign. The month's indicators, with the return on revenue highlighted. 1. **Indicators**: Spend, sales, return on revenue, leads, the board's two stages and the won value. The "Receita" (Revenue) button changes how much of the value counts as revenue. 2. **The money funnel**: One bar per board stage, with how many arrived and how much each cost. Hover over the “i” to see what counts at each stage. 3. **By ad campaign**: Open the row to see each stage and the ad sets; group by ad set or ad; click the column title to sort. 4. **Outside the cost calculation**: Ad leads with no imported spend, ads that spent without bringing a lead and people who arrived without an ad: they stay out of the cost and the return. - **"Investimento" (Spend)**: The ad spend in the period, from the imported spreadsheet. Only what was imported counts. - **Leads**: Leads created in the period that came from an ad with imported spend. They go into the board's "Coluna de entrada" (Entry column). - **Qualified (by the AI or by the team)**: The AI qualified it or the card reached the column with the qualified role — counting everything that has happened to the lead up to today. - **Cost per stage**: The spend divided by how many reached the stage: per lead, per qualified lead, per folder, per sale. - **Won value**: The sum of the value of deals marked as won, from leads that entered in the period and went through the chosen board. A sale on another board does not count toward this one. #### Why the number changes on its own A deal can take months to close. The numbers count the leads that **entered** in the period and everything that has happened to them **up to today**. That is why an old campaign can still win sales. Dates in Brasília time. #### Undo an import In the **"Histórico de importações" (Import history)**, **"Desfazer" (Undo)** deletes the spend from that spreadsheet and restores what it had replaced. The leads stay. If a newer import replaced part of this one, undo the newer one first. The badge says **"Substituída" (Replaced)** when the new spreadsheet took the place of the old one entirely, and **"Substituída em parte" (Partially replaced)** when it took only a stretch (the note says which): the rest remains valid. On screen: The "Investimento → Venda" (Spend → Sale) screen with no imported spend: the illustration of a spreadsheet turning into a chart and the "Enviar a planilha" (Send the spreadsheet) button, with the "Importar gasto" (Import spend) card right below. With no import, the screen asks for the spreadsheet: the leads are already there, the amount invested is missing. #### Frequently asked questions **What is "Leads de anúncio sem gasto importado" (Ad leads with no imported spend)?** They are leads that came from an ad whose spend has not been imported yet. Import the period's spreadsheet to see their cost. **Do WhatsApp leads get the campaign name?** Yes. A lead who arrives through a WhatsApp ad already carries the ad ID; with the spreadsheet imported, it gets the campaign and ad set name. **What if my board has no roles marked?** The screen shows the tip to mark the columns' roles in "Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages) and, until then, the funnel is reduced to Leads → "Qualificados" (Qualified) → "Atendimento" (Service) → "Ganhos" (Won), using the milestones that do not depend on the board ([Pipeline by industry](https://attendto.com.br/en/manual/funil)). **What if I exported without the daily breakdown?** The spreadsheet goes in just the same. With the start and end columns of the reports, each row applies to its own interval; with no date at all, the screen asks for the period the spreadsheet covers. In both cases each ad's spend is distributed equally across the days. **I uploaded the spreadsheet that had a rounded ID. Can I fix it?** Yes: send the original exported file, for the same period. The spend of the same ad is replaced, not added, and the leads start matching the ad. **The export came with the period's total row. Does it add up?** No. The row with no campaign, ad set or ad name and no ID, in a spreadsheet where the other rows have them, is the period total: the "Conferir" (Check) step shows it as ignored, with the message "linha de total da planilha" (spreadsheet total row), and it stays out of the spend. **I re-uploaded a spreadsheet I had already imported. What happens?** If it is still fully valid, nothing is added: the screen says it was already imported. If a newer spreadsheet replaced part of it, re-uploading makes the old one valid again in the period it covers, and the "Conferir" (Check) step warns what will be replaced before you confirm. **What is the longest period the report shows?** In "Personalizado" (Custom), up to 366 days. To compare different years, view one at a time. **Can I import a spreadsheet with only the ad ID?** You can, but also include the campaign, ad set and ad names if the same period already has spend imported by campaign only. Without the names, there is no way to know it is the same spend, and the screen warns before you confirm that it may be added twice. **Does the spreadsheet contain personal data?** No: only campaign, ad set, ad, day and amount. No lead name or phone goes into it or comes out of the report. In the dashboard: "Abrir Investimento → Venda" (Open Spend → Sale). How people search: cost per lead; cost per sale; ad ROI; return on ad spend; import spend from Ads Manager; ad spend spreadsheet; how much each sale cost; ad campaign report; undo spend import; money funnel; best-selling ad. ## "Pergunte à IA" (Ask the AI): lead objections, qualifications, and questions about your account numbers URL: https://attendto.com.br/en/manual/pergunte-a-ia Menu: Intelligence > "Pergunte à IA" (Ask the AI) The "Pergunte à IA" (Ask the AI) screen lets you ask questions in natural language about your account numbers and see, with the lead's own words as proof, which objections block sales the most. ### Who can use it - Owner: Sees the whole screen and asks questions in the box. - Admin: Sees the whole screen and asks questions, like the Owner. - Agent: Also sees the menu item, reads the report, and asks questions. ### Screens #### "Pergunte à IA" (Ask the AI) The "Pergunte à IA" (Ask the AI) screen lets you ask about the account's aggregated numbers and read the report of objections, qualifications, handoffs, and intents for the period. Address in the dashboard: `/app/pergunte` ![Screenshot of the "Pergunte à IA" (Ask the AI) screen. The "Pergunte à IA" (Ask the AI) screen lets you ask about the account's aggregated numbers and read the report of objections, qualifications, handoffs, and intents for the period.](https://attendto.com.br/prints-do-manual/pergunte-a-ia--pergunte.png) The "Pergunte à IA" (Ask the AI) screen in the demo account, with sample data and blurred values. ##### "Período" (Period) The buttons at the top choose the period of the report below the question box. Buttons and actions: - **"Últimos 30 dias" (Last 30 days)**: Shows the report for the last 30 days. This is the period the screen opens with. - **"Últimos 7 dias" (Last 7 days)**: Shortens the report to the last 7 days. - **"Hoje" (Today)**: Shows only today. Also appears: - When you change the period, the previous report stays on screen until the new one arrives. ##### "Pergunte à IA" (Ask the AI) box A free-form question answered with the real numbers from your account. Fields and filters: - **"Sua pergunta sobre os últimos 30 dias" (Your question about the last 30 days)**: The question text field, with the example "Ex.: qual objeção mais trava as minhas vendas?" (E.g., which objection blocks my sales the most?). It accepts a short sentence; Enter sends it. Buttons and actions: - **"Perguntar" (Ask)**: Sends the question. It is grayed out when the field is empty and shows "Analisando…" (Analyzing…) while the answer is being built. - **"Quais são as principais objeções dos meus leads?" (What are my leads' main objections?)**: Ready-made suggestion: fills the field with the question and sends it right away. - **"Por que os leads não fecham?" (Why aren't leads closing?)**: Ready-made suggestion: sends the question right away. - **"Como estão as qualificações deste mês?" (How are this month's qualifications going?)**: Ready-made suggestion: sends the question right away. - **"Por que os leads pedem atendimento humano?" (Why do leads ask for a human agent?)**: Ready-made suggestion: sends the question right away. - **"Ver os números usados" (View the numbers used)**: Opens, below the answer, the list of account numbers that support the answer. - **"Esconder os números usados" (Hide the numbers used)**: Closes the list of numbers used. - **"Tentar de novo" (Try again)**: Appears when the answer fails. Resends the same question. Also appears: - Subtitle: "Ela responde com os números reais da sua conta — nunca com achismo." (It answers with the real numbers from your account — never with guesswork.) - Answer badge: "Resposta da IA" (AI answer) when the text was written by the AI; "Resumo dos números" (Summary of the numbers) when the answer is the direct summary of the aggregates. - Before the first question, the hint: "Escolha uma sugestão ou escreva a sua pergunta — a resposta usa só os agregados do período, nunca as conversas." (Choose a suggestion or write your own question — the answer uses only the period's aggregates, never the conversations.) - In an account with no analyzed conversations, the hint changes to: "Assim que a IA tiver conversas analisadas, as respostas passam a vir com os seus números." (As soon as the AI has analyzed conversations, answers will come with your numbers.) ##### "Objeções mais frequentes" (Most frequent objections) The ranking of objection types for the period, each with the lead's quote as evidence. Buttons and actions: - **"‹tipo de objeção›" (‹objection type›)**: Each row is a button: clicking opens the real quotes that support the number; clicking again closes them. Hovering over the name shows what counts as that type. - **"‹nome do lead›" (‹lead name›)**: Inside an open objection, the name of the person who said the quote opens the lead record in the CRM. Also appears: - Subtitle: "O que os leads dizem quando travam — com a frase de cada um como prova." (What leads say when they stall — with each one's quote as proof.) - Summary at the top: ‹n› leads raised an objection in the period and ‹n› findings (hover over "achados" (findings) to see how they are counted). - Each row shows the type, how many leads, the percentage, and a bar. - Each piece of evidence shows the quote in quotation marks, the lead's name, and the date. - Footer: "As porcentagens somam 100% — a fração de cada objeção entre os leads que objetaram." (The percentages add up to 100% — each objection's share among the leads who raised objections.) - An objection with no saved quote shows "Sem evidências guardadas" (No saved evidence). ##### "Qualificações do período" (Qualifications for the period) New leads by qualification tier and the week-by-week trend. Also appears: - One row per tier: "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), and "Sem score" (No score), with the number, percentage, and a bar in the tier's color. - New leads per week: stacked bars by tier; hovering shows the week, the total, and how many are in each tier. - The weekly chart only appears when the period covers more than one week. ##### "Por que a IA chamou um humano" (Why the AI called a human) The reasons for the period's handoffs, with how many times each one happened. Also appears: - Subtitle with the total: ‹n› handoffs in the period. - One row per reason with the count (‹n›x). ##### "O que os leads mais pedem" (What leads ask for the most) The intents the AI detected in the period's conversations. Also appears: - One row per intent with how many times it appeared, the percentage, and a bar. ##### Screen states - Loading: Three gray blocks in place of the cards; during a question, gray lines in place of the answer. - Nothing here yet: With no findings, the ranking says "Ainda não há conversas suficientes analisadas" (Not enough conversations analyzed yet). With no new leads, "Qualificações" (Qualifications) says "Sem leads novos no período" (No new leads in the period). With no handoffs: "Nenhum transbordo no período — a IA segurou as conversas sozinha" (No handoffs in the period — the AI handled the conversations on its own). With no intents: "Sem intenções detectadas no período" (No intents detected in the period). - If something goes wrong: A report that fails to load shows "Não foi possível carregar o relatório." (The report could not be loaded.) and the button "Tentar novamente" (Try again). A question that fails shows the reason sentence (or "Não consegui responder agora." (I couldn't answer right now.)) and "Tentar de novo" (Try again). ### Step by step #### How to find out the main objections of your leads 1. Open **"Pergunte à IA" (Ask the AI)** in the menu, in the "Inteligência" (Intelligence) group. 2. Read the **"Objeções mais frequentes" (Most frequent objections)** card: the type at the top is the one that appears most. 3. Click the row to open the leads' quotes and see how each one phrased it. #### How to ask the AI a question about your account numbers 1. Type in the field of the **"Pergunte à IA" (Ask the AI)** box, for example which objection blocks sales the most. 2. Click **"Perguntar" (Ask)** (or press Enter). 3. To check where the answer came from, click **"Ver os números usados" (View the numbers used)**. #### How to open the lead record of a lead who raised an objection 1. In the **"Objeções mais frequentes" (Most frequent objections)** card, click the objection type. 2. On the quote you are interested in, click the lead's name. 3. The lead record opens in the CRM, with the conversation and the journey. #### How to see why the AI hands conversations off to the team 1. In **"Pergunte à IA" (Ask the AI)**, choose the period. 2. Read the **"Por que a IA chamou um humano" (Why the AI called a human)** card, with each reason and how many times it happened. 3. Or click the suggestion **"Por que os leads pedem atendimento humano?" (Why do leads ask for a human agent?)** to get the written summary. ### Frequently asked questions #### Do the period buttons change the answer in the question box? No. The buttons change the report below the box. The box answers about the last 30 days, as the field's label says. #### Can the agent use the "Pergunte à IA" (Ask the AI) box? Yes. The item appears for all team roles and the answer uses only aggregated numbers, with no lead names or conversations. #### What is the difference between "Resposta da IA" (AI answer) and "Resumo dos números" (Summary of the numbers)? The numbers are the same. "Resposta da IA" (AI answer) is the text written by the AI; "Resumo dos números" (Summary of the numbers) appears when the answer is the direct summary of the aggregates, without the writing. #### Can I ask about a specific lead? The box answers about the whole period, not about one person. To see what a lead said, open their quote in the objection ranking and click the name to go to the lead record. #### Why do the objection percentages add up to 100%? Because each percentage is that type's share among the leads who raised some objection in the period, not among all leads. #### What scale do the qualification tiers use? The same as lead qualification: "Quente" (Hot), "Morno" (Warm), and "Frio" (Cold) by BANT score, and "Sem score" (No score) for those not yet evaluated. ### Guide: "Pergunte à IA" (Ask the AI) The objections from the last 30 days with the frequency of each one, the proof in the lead's own phrase — and a box to ask whatever you want about the numbers. Every week some lead says **“it's too expensive”**, another says **“I'll look at it later”** — and those phrases get lost among the conversations. This screen gathers them all: the objections from the last 30 days, **how many leads** raised each one, the **percentage** of each type, and the **exact phrase** from the person who said it. At the top, the **"Pergunte à IA" (Ask the AI)** box answers any question you have using those numbers. > **You can ask without worry:** The screen is read-only, and the box's answer uses **only the aggregated numbers** for the period — the AI does not reread your conversations or quote what a lead said in private. Asking does not send a message to anyone and does not spend your service balance. #### The screen, part by part On screen: "Pergunte à IA" (Ask the AI) screen with the question box at the top, the objection ranking on the left, and the qualification, handoff, and intent cards on the right. The report for the last 30 days: free-form question at the top, objections with percentages and proof below. 1. **The free-form question**: Write in your own words (“which objection holds back my sales the most?”) or click a **ready-made suggestion**. The answer comes in seconds, with the numbers for the period — and the badge tells you whether it was **"redigida pela IA" (written by the AI)** or is the **"resumo direto dos números" (direct summary of the numbers)**. 2. **The objection ranking**: Each row is a type of objection, from most to least frequent. The percentage is that type's share **among the leads who raised objections** — the shares add up to 100%. Hover over the name to see what counts as each type. 3. **The proof, in the lead's own phrase**: Click a row and it opens the **real phrases** behind the number — who said it, when, and a shortcut to the "Ficha do lead" (Lead record). It is the difference between “price comes up a lot” and knowing exactly **how** the lead talked about price. 4. **"Qualificações do período" (Qualifications for the period)**: New leads by band — hot, warm, cold, and unscored — and the week-by-week trend. The band is the qualification scale explained in [Qualification](https://attendto.com.br/en/manual/qualificacao). 5. **Handoffs and orders**: Why the AI called in a person during the period — and, scrolling down, what leads asked for most in conversations. The handoff path itself is covered in [Handoff to a human](https://attendto.com.br/en/manual/handoff). #### Where the numbers come from Nobody scans your conversations when you open the screen. With every lead message, the AI that already talks on your behalf **takes note on the spot** when an objection appears — its type and the phrase spoken — and the report only adds up what was noted. That is why it opens instantly and why the evidence is always a phrase that truly exists in the conversation. - **The seven types**: **"Preço" (Price)**, **"Tempo e prioridade" (Time and priority)**, **"Confiança" (Trust)**, **"Concorrente" (Competitor)**, **"Adiamento" (Postponement)**, **"Sem necessidade" (No need)**, and **"Outra objeção" (Other objection)**. A question about price does not count: an objection requires resistance (“it's too expensive”), not curiosity (“how much does it cost?”). - **How it is counted**: Each lead counts **once** per objection type — someone who repeated “it's too expensive” in three messages is a single lead in the number, and the three phrases remain as evidence. - **The percentage**: It is each type's share among the leads who raised an objection. The shares close at **100%** — if price shows 28.6%, it is because 28.6% of those who objected talked about price. - **In the lead's journey**: The finding also appears on each lead's record, in the journey, as a decision by the **"Detector de Objeções" (Objection Detector)** — the same trail as the other agents, explained in [What the AI does behind the scenes](https://attendto.com.br/en/manual/barra-do-topo). #### How to ask well 1. **Start with the suggestions**: "Por que os leads não fecham?" (Why aren't leads closing?) already returns the whole picture: objections, qualifications, and handoffs in a single answer. 2. **Ask about the period, not about a person**: The box answers with aggregates — “what is the biggest objection?” works; “what did Maria say yesterday?” is not its job (that is in the [Inbox](https://attendto.com.br/en/manual/inbox), in the conversation). 3. **Use the answer to act in just one place**: Price at the top? Adjust the offer in [Intents & catalog](https://attendto.com.br/en/manual/intent-e-catalogo) or record an answer in your own voice. Trust rising? Feed the [Knowledge base](https://attendto.com.br/en/manual/base-de-conhecimento) with real cases. 4. **Come back in seven days**: The same question a week later tells you whether the change moved the number — it is the same reading habit as [Analytics](https://attendto.com.br/en/manual/analytics). #### When the screen looks wrong - **"Ainda não há conversas suficientes analisadas" (Not enough conversations analyzed yet):** this is the normal state of a new account. Findings begin to appear as the AI converses — there is nothing to configure. - **An objection you heard that is not here:** the AI only records what the lead **wrote in its own conversations**. What was said by phone or with the human agent is not included. - **The answer came as "resumo dos números" (summary of the numbers):** the environment currently has no writing model; the numbers are the same, only the text around them changes. - **A number different from Analytics:** here it counts who **raised an objection in the period** — including older leads who kept conversing; there, the funnel of new leads. They are different cuts of the same month. In the dashboard: "Abrir Pergunte à IA" (Open Ask the AI). How people search: lead objections; why leads don't buy; ask the AI about sales; objections report; what blocks sales; handoff reasons; customer intents; monthly lead qualification; AI that analyzes conversations; lead quote as evidence. ## "Monitor de sucesso" (Success monitor): RFV customer analysis, order import and reactivation agents URL: https://attendto.com.br/en/manual/monitor-de-sucesso Menu: Intelligence > "Monitor de sucesso" (Success monitor) The "Monitor de sucesso" (Success monitor) is the screen that splits customers who have already purchased into RFV groups (recency, frequency and value), shows sales and open orders, and creates AI agents to re-engage each group. ### Who can use it - Owner: Sees the screen, imports orders, downloads the report and is the only one who saves and activates a specialist agent, sends it out, and pauses or activates agents. - Admin: Sees the screen, imports orders, downloads the report and can open an agent's draft; saving and activating, sending out and pausing stay with the Owner. - Agent: Sees the menu item and reads the screen and the report; importing orders is refused with a notice that the account does not have permission. ### Screens #### "Monitor de sucesso" (Success monitor) The "Monitor de sucesso" (Success monitor) screen is for checking the health of the customer base through real orders, finding who is cooling off and building a re-engagement approach for each group. Address in the dashboard: `/app/monitor` ![Screenshot of the "Monitor de sucesso" (Success monitor) screen. The "Monitor de sucesso" (Success monitor) screen is for checking the health of the customer base through real orders, finding who is cooling off and building a re-engagement approach for each group.](https://attendto.com.br/prints-do-manual/monitor-de-sucesso--monitor.png) The "Monitor de sucesso" (Success monitor) screen in the demo account, with sample data and blurred values. ##### "Cabeçalho" (Header) The data source, the size of the base, the sales period and the main actions. Buttons and actions: - **"7 dias" (7 days)**: Shows the last 7 days on the sales card. - **"30 dias" (30 days)**: Shows the last 30 days on the sales card. It is the period the screen opens with. - **"90 dias" (90 days)**: Shows the last 90 days on the sales card. - **"Importar pedidos" (Import orders)** (Owner, Admin): Opens the dialog for uploading the CSV orders spreadsheet. - **"Baixar relatório" (Download report)**: Downloads a CSV spreadsheet with each group (customers, recency, frequency and average value) and the period's sales. Also appears: - Badge "Importação · atualizado há ‹tempo›" (Import · updated ‹time› ago), when an import has already happened. - Count: "‹n› clientes · ‹n› pedidos" (‹n› customers · ‹n› orders). - The days selector changes only the sales card; groups, chart and open orders use the entire history. ##### Base health cards Three cards that gather the groups by status. Buttons and actions: - **"‹grupo› · ‹n›" (‹group› · ‹n›)**: Each group tag inside the card highlights that group on the chart and in the list; clicking again removes the highlight. Also appears: - "Melhores clientes" (Best customers): loyalty and retention. - "Com potencial" (With potential): ready for upsell. - "Prioridade de atenção" (Attention priority): churn risk. - Each card shows the total number of customers and the tags of the groups that make it up. ##### "AGRUPAMENTOS RFV" (RFV GROUPINGS) The Recency × Frequency + Value bubble chart, one bubble per group. Buttons and actions: - **"‹grupo›: ‹n› clientes" (‹group›: ‹n› customers)**: Each bubble is clickable (or with Enter and Space on the keyboard): it highlights the group in the list; the others are dimmed. Also appears: - Horizontal axis: ← recent on the left, inactive → on the right. - Vertical axis: Frequency + Value ↑. - The bubble size is the number of customers; the number inside it too. - Groups with no customers do not appear on the chart. ##### "Vendas" (Sales) The sales numbers for the period chosen in the header. Also appears: - "Receita" (Revenue) - "Ticket médio" (Average ticket) - "Pedidos" (Orders) - "Recência média, em dias" (Average recency, in days) ##### "PEDIDOS EM ABERTO" (OPEN ORDERS) How many orders have not been paid yet and can be recovered. Also appears: - The total of open orders and the line "recuperáveis · ticket médio ‹valor›" (recoverable · average ticket ‹amount›). ##### "GRUPOS" (GROUPS) The list of the eight RFV groups with each one's numbers. Buttons and actions: - **"Criar agente" (Create agent)**: Opens the specialist agent dialog for that group, with the approach written by the AI. It is dimmed for a group with no customers. Also appears: - Each row: the group color, the name, the number of customers, ‹days›d · ‹purchases›x (recency and frequency) and the average value. - On narrow screens, recency, frequency and value disappear and the button keeps only the icon. ##### "MAIS VENDIDOS" (BEST SELLERS) The products with the highest revenue, when the orders include the items. Also appears: - Position, product name and a bar proportional to revenue. - "catálogo" (catalog) badge when the product is linked to the account's catalog. - On the right: revenue, units ("un") and orders ("ped"). ##### "AGENTES ESPECIALISTAS" (SPECIALIST AGENTS) The agents already saved, one per group, with their status and actions. It appears only after the first agent is saved. Buttons and actions: - **"Disparar" (Send)** (Owner): Sends the agent's first message now to the leads in that group. It sends a real message and debits the balance. Shows "Disparando…" (Sending…) while sending and is dimmed while the agent is paused. - **"Pausar" (Pause)** (Owner): Icon button (tooltip "Pausar" (Pause)) that pauses the agent; while it is paused, the tooltip becomes "Ativar" (Activate) and the button turns it back on. Also appears: - Agent name, the goal and how many sends it has made. - Badge "Ativo" (Active) or "Pausado" (Paused). - After sending, a notice shows the result of the send. ##### "Importar pedidos" (Import orders) dialog Uploads the CSV orders spreadsheet that feeds the RFV; each order is matched to a contact by phone number or email. Buttons and actions: - **"Arraste o CSV ou clique para escolher" (Drag the CSV or click to choose)**: Upload area: drop the file or click to choose. Shows "Importando…" (Importing…) during the upload. Accepts only a .csv file. - **"Baixar modelo de CSV" (Download CSV template)**: Downloads a sample spreadsheet with the columns in the right order. - **"Importar outro arquivo" (Import another file)**: After the result, it returns to the upload area. - **"Fechar" (Close)**: Closes the dialog; after an import, the button says "Concluir" (Finish). Also appears: - Expected columns: phone/email · order ID · amount · date · status. - Fixed notice: "Reimportar não duplica (idempotente por id do pedido)" (Re-importing does not create duplicates (idempotent by order ID)). - Result: "Importados" (Imported), "Atualizados" (Updated) and "Clientes" (Customers), and the sentence "‹n› pedido(s) no RFV, de ‹n› linha(s)" (‹n› order(s) in the RFV, out of ‹n› row(s)). - If no order matches: "Nenhum pedido casou com um contato existente" (No order matched an existing contact). - Skipped rows: the count and the list with the row number and the reason. - Failure: the red box "A importação não foi concluída" (The import was not completed), with the reason. ##### "Agente especialista · ‹grupo›" (Specialist agent · ‹group›) dialog The AI drafts the approach for the group; you choose the goal, review it and activate. Buttons and actions: - **"Fidelização" (Loyalty)**: Rewrites the approach to retain those who are already good customers. - **"Upsell e expansão" (Upsell & expansion)**: Rewrites the approach to sell more to those who already buy. - **"Reativação" (Reactivation)**: Rewrites the approach to win back those who stopped buying. - **"Retenção (anti-churn)" (Retention (anti-churn))**: Rewrites the approach to hold on to those who are about to leave. - **"Copiar" (Copy)**: Copies the first message to the clipboard. - **"Fechar" (Close)**: Closes without saving. - **"Salvar e ativar agente" (Save and activate agent)** (Owner): Saves the strategy and the first message and leaves the agent active in the "Agentes especialistas" (Specialist agents) list. Shows "Ativando…" (Activating…) while saving. Also appears: - On opening, the AI already writes with the goal suggested for the group, which comes selected. - "Estratégia" (Strategy): the plan for the approach. - "Primeira mensagem" (First message): the text the lead receives; {nome} is replaced with each lead's name when sent. - "Cuidados (guardrail · LGPD)" (Safeguards (guardrail · LGPD)): the safeguards the message follows. - While it writes, "A IA está redigindo a abordagem…" (The AI is drafting the approach…) appears. ##### Screen states - Loading: Two gray blocks in place of the header and the chart. - Nothing here yet: With no orders, the screen shows "Traga suas vendas para o Monitor" (Bring your sales to the Monitor), the "Importar pedidos" (Import orders) button, three tips ("Grupos automáticos" (Automatic groups), "Agentes por grupo" (Agents per group), "Vendas a recuperar" (Sales to recover)) and the "Integrações" (Integrations) shortcut to receive the orders from your system automatically. - If something goes wrong: "Não foi possível carregar o monitor" (Could not load the monitor), warning that this does not mean there are no customers at risk and that customers and orders are still saved, with the "Tentar de novo" (Try again) button. ### Step by step #### How to import orders from a CSV spreadsheet 1. Make sure the customers already exist as contacts, with the same phone number or email as in the spreadsheet. 2. In the **"Monitor de sucesso" (Success monitor)**, click **"Importar pedidos" (Import orders)**. 3. If needed, click **"Baixar modelo de CSV" (Download CSV template)** and fill it in. 4. Drag the file to **"Arraste o CSV ou clique para escolher" (Drag the CSV or click to choose)**. 5. Check "Importados" (Imported), "Atualizados" (Updated) and the skipped rows, and click **"Concluir" (Finish)**. #### How to create a reactivation agent for a customer group 1. In the **"GRUPOS" (GROUPS)** list, click **"Criar agente" (Create agent)** on the group's row. 2. Choose the goal, for example **"Reativação" (Reactivation)**; the AI rewrites the approach. 3. Read the strategy, the first message and the safeguards. 4. Click **"Salvar e ativar agente" (Save and activate agent)** (Owner only). #### How to send the specialist agent to a group 1. In **"AGENTES ESPECIALISTAS" (SPECIALIST AGENTS)**, check that the agent is **"Ativo" (Active)**. 2. Click **"Disparar" (Send)**: the message really goes out and debits the balance. 3. Read the notice with the result and follow the replies in the Inbox. #### How to pause a specialist agent 1. In **"AGENTES ESPECIALISTAS" (SPECIALIST AGENTS)**, find the agent's row. 2. Click the pause button (tooltip **"Pausar" (Pause)**); the badge changes to **"Pausado" (Paused)** and **"Disparar" (Send)** is dimmed. 3. To go back, click the same button, now with the tooltip **"Ativar" (Activate)**. #### How to export the RFV groups to a spreadsheet 1. Choose the sales period in the header. 2. Click **"Baixar relatório" (Download report)**. 3. Open the downloaded file: one row per group and, below, the sales and open orders. ### Frequently asked questions #### Who can save and send a specialist agent? Only the account Owner saves and activates the agent, sends it and pauses it. Admins import orders and can see the draft of the approach. #### What is RFV in the "Monitor de sucesso" (Success monitor)? It is the combination of recency (how long ago the last purchase was), frequency (how many purchases) and value (how much the customer spent). The groups come from this combination. #### Does opening "Criar agente" (Create agent) already send a message? No. The dialog only writes the draft. Nothing is sent until the agent is saved and someone clicks "Disparar" (Send). #### Can I receive orders without a spreadsheet? Yes. Through the "Integrações" (Integrations) shortcut, your sales system or online store sends the orders by itself, and the Monitor updates with them. #### What does the downloaded report contain? A spreadsheet with each group (customers, recency, frequency and average value) and, below, the sales of the chosen period, the average ticket, the revenue and the open orders. #### Why is the "Criar agente" (Create agent) button dimmed in some groups? Because the group has no customers. With no one to receive the message, there is no agent to create. #### What happens if I change the goal in the agent dialog? The AI rewrites the strategy and the first message for the chosen goal. Only the latest version is saved when you activate the agent. ### Guide: "Monitor de sucesso" (Success monitor) Those who already bought, split into groups: who is a champion, who is fading away and who needs a push now. All the other screens look at who is arriving. This one looks at **who has already bought**. It splits your customer base into groups by buying behavior and tells you, for each group, what to do: keep, grow, win back or leave alone. The decision here is where to put your post-sale attention this week. Almost always the answer is in the **"Prioridade de atenção" (Attention priority)** card: someone who spent well with you and is cooling off is worth more than ten new leads. > **Without orders, there are no groups:** This screen is fed **only by orders**. Either you import a spreadsheet here, or your system sends the orders through [Integrations](https://attendto.com.br/en/manual/integracoes). Until an order comes in, everything shows as zero — and it is not your base that is empty, it is the purchase information that did not arrive. #### The screen, part by part On screen: "Monitor de sucesso" (Success monitor) with three health cards at the top, the cluster chart, the sales card, the open orders and the list of groups. Eight customers and twelve orders imported. 1. **This selector changes just one card**: **"7 dias" (7 days) / "30 dias" (30 days) / "90 dias" (90 days)** changes **only the sales card** (revenue, average ticket, number of orders, average recency). The groups, the chart, the group list and the open orders use **the whole history**, always. The screen does not say this anywhere. 2. **"Importar pedidos" (Import orders) and "Baixar relatório" (Download report)**: **"Importar pedidos" (Import orders)** is where everything you see here comes from. **"Baixar relatório" (Download report)** exports the groups and sales to a spreadsheet, to take to a meeting or to the accountant. 3. **The three health cards**: They combine the eight groups into three readings: **"Melhores clientes" (Best customers)**: "Campeões" (Champions) + "Leais" (Loyal); **"Com potencial" (With potential)**: "Potencialmente leais" (Potential loyalists) + "Recentes" (Recent); and **"Prioridade de atenção" (Attention priority)**: "Precisam de atenção" (Need attention) + "Não podem ser perdidos" (Can't lose) + "Em risco" (At risk). Where the screen writes `prontos para upsell`, read **ready to buy more**; where it writes `risco de churn`, read **risk of stopping buying**. The **"Perdidos" (Lost)** group does not go into any card. 4. **The map of the groups**: Each bubble is a group and its size is how many people are inside. From left (`recente`) to right (`inativo`) is how long ago they bought; upward is buying more often. A big bubble on the right and at the bottom is money walking away. 5. **Sales and open orders**: **"Vendas" (Sales)** is the only block that obeys the days selector: revenue, average ticket (how much an order yields, on average), number of orders and average recency (how many days ago, on average, the last purchase was). **"Pedidos em aberto" (Open orders)** is money halfway there: an order that exists and has not been paid. 6. **Groups, and the button that spends**: Each group with how many people it has, how many days ago they bought and how much they are worth. **"Criar agente" (Create agent)** builds the outreach for that group — and sending from there **sends real messages and debits balance**. It is the most expensive action on this screen. #### The eight groups and what to do with each - **"Campeões" (Champions)**: They buy a lot, often and recently. Do not sell them anything: ask for referrals and testimonials. They are your reserve. - **"Leais" (Loyal)**: They always come back, even when spending less. Here the numbers work out with special terms for regulars and first-hand news. - **"Potencialmente leais" (Potential loyalists)**: They bought recently and have already repeated a purchase at least once. This is the group with the highest return per message sent: they are close to becoming "Leais" (Loyal). - **"Recentes" (Recent)**: They just arrived, almost always with a single purchase. What decides their future is the after-sales care in the first weeks, not a discount. - **"Precisam de atenção" (Need attention)**: They used to be good customers and are spacing out their purchases. This is the cheap moment to act — later they become "Em risco" (At risk). - **"Não podem ser perdidos" (Can't lose)**: They spent a lot and vanished. Every name here is worth a phone call from a person, not an automated message. - **"Em risco" (At risk)**: They used to buy fairly regularly and stopped. A comeback offer with a deadline is worthwhile. - **"Perdidos" (Lost)**: It has been a long time, and the value is low. Don't spend here every month. One reactivation attempt per quarter is reasonable; more than that just burns balance. #### How each customer's group is decided The screen calls this **RFV groupings**, which is the nickname for three questions: **R** for recency (how many days ago the last purchase was), **F** for frequency (how many purchases in total), and **V** for value (how much this person has spent so far). Each of the three becomes a score from 1 to 5, and this is the part that causes confusion: the score comes from **comparison with the rest of your base**, not from a fixed range. It is a ranking. > **A customer changes group without doing anything:** Because the score is a comparison, when others move, the customer moves too. Someone can leave **Campeões** (Champions) without having stopped buying — just because other people arrived buying more. When you see a group change, first ask what changed across the whole base. - Only **paid orders** count toward the classification. They are what forms the groups, the chart, and the list of groups. - **Open orders** do not classify anyone: they only feed the open orders card, which is your collections list. - **Canceled orders** are ignored completely, as if they did not exist. #### The days selector is misleading It is worth repeating outside the screenshot, because it is the most common misreading here: switching between **"7 dias" (7 days), "30 dias" (30 days) and "90 dias" (90 days)** changes **only the sales card**. The chart, the list of groups, and the open orders remain calculated over the entire purchase history. In practice: you click "7 dias" (7 days), see revenue plummet, and conclude you lost customers. You did not — the revenue is for the week, and the groups are for all time. Compare revenue with revenue, and look at the groups as a snapshot of the entire base. #### Import your orders 1. **Import the contacts first**: Each order is matched to a contact **by phone or email**. If the contact does not exist, the row is silently discarded. Start with the [Contact base](https://attendto.com.br/en/manual/base-de-contatos) and only then come back here. 2. **Download the CSV template**: The **"Baixar modelo de CSV" (Download CSV template)** button gives you the file with the right columns in the right order. Filling in the template avoids half of the problems. 3. **Check the order status column**: This is the column that decides whether the order counts as a sale. Fill in every row: paid, open, or canceled. 4. **Respect the file limits**: Only `.csv`, up to **5 MB** and **50,000 rows**. If the spreadsheet is larger, split it in two — importing twice is not a problem. 5. **Import and check the screen header**: At the top you see the source of the data and how many customers and orders exist. If the number of orders is much lower than in the file, rows were discarded because the contact does not exist. > **A blank status becomes paid:** A row with an unknown or empty status is imported as **paid**. A file without the status column turns your entire base into paid sales, inflates revenue, and sends people to the wrong groups. Check this column before uploading the file. > **Re-importing does not duplicate, but it overwrites:** Orders are matched by order number, so uploading the same file twice does not create a duplicate order. However, the second import **updates** what already existed: a file with a wrong value overwrites the right value, and there is no undo. Fix the spreadsheet, not the screen. #### Create an agent for a group In the list of groups, **"Criar agente" (Create agent)** opens a dialog where the approach is written for that specific group. You choose the goal, and the goal is what changes the tone and the ask of the conversation: - **"Fidelização" (Loyalty)**: Keep customers who are already good. It suits "Campeões" (Champions) and "Leais" (Loyal), with no aggressive offer. - **"Upsell e expansão" (Upsell & expansion)**: Sell more to those who already buy. It fits "Potencialmente leais" (Potential loyalists) and "Campeões" (Champions) who still use only part of what you sell. - **"Reativação" (Reactivation)**: Win back those who stopped. This is the path for "Em risco" (At risk) and "Perdidos" (Lost). - **"Retenção (anti-churn)" (Retention (anti-churn))**: Hold on to those about to leave — churn is when the customer stops buying for good. This is the goal for "Precisam de atenção" (Need attention) and "Não podem ser perdidos" (Can't lose). > **Sending here spends real money:** The **"Disparar" (Send)** button sends a real message and debits your balance, one charge per person. The limit is **20 contacts per send**, and the following are left out: people who have not given consent, people who received something in the last 14 days, and people currently in human service. If the balance or the spending limit does not cover it, the send does not go out. > **Start with the small, high-value group:** Twenty contacts from **"Não podem ser perdidos" (Can't lose)** are worth more than twenty from **Perdidos** (Lost) at the same price. Send to one group, wait two days, read the replies in the [Inbox](https://attendto.com.br/en/manual/inbox), and only then repeat. #### When the numbers don't add up - **I imported and it is still at zero:** the contacts did not exist. Upload the [Contact base](https://attendto.com.br/en/manual/base-de-contatos) first and re-import the same file — it will not duplicate anything. - **Revenue looks absurd:** look for a blank status in the spreadsheet. Fix the column and re-import over it; the import updates existing orders. - **Customers I know bought are missing:** the phone or email in the spreadsheet differs from the one registered on the contact. Those two fields are how the matching happens. - **Revenue suddenly dropped:** check the days selector before anything else. It is the culprit most of the time. - **Many people changed group at once:** a large batch of orders came in and the comparisons were redone. Look at the total of customers and orders at the top. To take this outside the screen, **"Baixar relatório" (Download report)** exports the groups and sales to a spreadsheet. To reach a large group without the 20-contact cap, use [Campaigns](https://attendto.com.br/en/manual/campanhas). In the dashboard: "Abrir o Monitor de sucesso" (Open Success monitor). How people search: rfv customer analysis; import orders csv; reactivate inactive customers; customers at churn risk; whatsapp after-sales; reactivation agent; customer groups by purchase; open orders; average customer ticket; customer repurchase. ## Personas A/B: test two versions of the service AI and promote the one that converts more URL: https://attendto.com.br/en/manual/personas Menu: Intelligence > Personas A/B Personas A/B is the panel item that puts two versions of the service AI live at the same time, measures which one converts more leads into qualified ones, and lets you edit how each version speaks. ### Who can use it - Owner: Sees and does everything: creates variant B, edits and saves personas, pauses and resumes variant B, turns on voice replies and promotes the winner. - Admin: Sees the experiment, the numbers and the editor with the fields filled in. Creating a variant, saving, pausing or promoting returns a notice that the action is for the account Owner only. - Agent: Sees the item in the menu, the experiment and the editor, like the Admin. Actions that change the persona are rejected with a notice that only the Owner can do them. ### Screens #### Personas A/B The Personas A/B screen is for following the test between variant A and variant B of the AI persona and deciding, based on statistics, which of the two to promote. Address in the dashboard: `/app/personas` ![Screenshot of the Personas A/B screen. The Personas A/B screen is for following the test between variant A and variant B of the AI persona and deciding, based on statistics, which of the two to promote.](https://attendto.com.br/prints-do-manual/personas--experimento.png) The Personas A/B screen in the demo account, with sample data and blurred values. ##### Experiment header Shows whether a test is running and leads to the persona editor. Buttons and actions: - **"Editar personas" (Edit personas)**: Opens the "Editor de persona" (Persona editor), where each variant's name, tone, offers and ready-made answers are kept. Also appears: - Status badge: "EM ANDAMENTO" (IN PROGRESS, both versions live), "PAUSADO" (PAUSED, B is paused) or "CONCLUÍDO" (COMPLETED) — winner A or B. - With the test running, the line `Split 50/50 · atribuição sticky por lead · ‹n› leads no experimento (últimos 30 dias)` (even split, sticky assignment per lead, number of leads in the experiment, last thirty days): half of the new leads go to each version and each lead always stays with the same one. - The period is fixed at the last 30 days; there is no period selector on this screen. ##### No active A/B test The card that appears when no experiment is running. Buttons and actions: - **"Criar variante B (clonar persona ativa)" (Create variant B (clone active persona))** (Owner): Creates variant B as an exact copy of the persona that is live and starts the test. While it is creating, the button shows `Criando…` (Creating…). Also appears: - Title `Sem teste A/B ativo` (No active A/B test) with guidance to create a variant B from the active persona. - With B paused, the card says `Teste pausado — retome no editor` (Test paused — resume in the editor) and explains that all new traffic goes to A. - After promoting, the card says `Teste concluído — vencedora ‹A ou B› promovida` (Test completed — the winning variant, A or B, promoted); a new cycle starts from the editor. ##### Variant A and B cards One card per version, side by side, with each one's persona and numbers. Also appears: - The variant letter (A or B) and the persona name — the internal label, which the lead never sees. - Counter `‹n› leads`: how many people talked to that version. - Lines `Nome IA` (AI name), `Tom` (Tone, shortened) and `Empresa` (Company), taken from the persona. - Large number: the lead-to-qualified conversion, as a percentage, with a bar. - Footer `1ª resposta ‹tempo› · handoff ‹n›%` (first reply, time · handoff, percentage): average time to the first reply and the share that was transferred to someone on the team. - "VENCEDORA" (WINNER) badge and highlighted border on the variant that won with a sufficient sample. ##### Statistical significance The calculation that tells whether the difference between the two versions is real or luck. Buttons and actions: - **"Promover variante ‹A ou B›" (Promote variant ‹A or B›)** (Owner): Appears only when there is a winner with the minimum sample. It asks for confirmation (`A vencedora vira a persona única e a outra é pausada. Promover?` — The winner becomes the only persona and the other is paused. Promote?) and ends the test. Also appears: - Fixed text: a winner is only declared with a two-proportion z-test, requiring p < 0,05 and a minimum sample per variant. - Three numbers: `z = ‹valor›` (the test statistic), `p = ‹valor›` (turns green below 0,05) and the B − A difference in percentage points (pp). - Ruler `IC95% da diferença (B − A), em pontos percentuais` (confidence interval of the difference (B − A), in percentage points), with the zero mark and the band between the lower and upper limits. - With a winner: the sentence `A Variante ‹A ou B› converte significativamente mais — pode promovê-la com confiança.` (The variant, A or B, converts significantly more — you can promote it with confidence.) - Without a winner: `Coletando dados — ‹n›/‹mínimo› e ‹n›/‹mínimo›` (Collecting data — n of the minimum, and n of the minimum), how many leads each side already has against the minimum. ##### Screen states - Loading: Gray blocks in place of the header and cards while the numbers arrive. - If something goes wrong: Card `Não foi possível carregar o teste A/B` (Could not load the A/B test), explaining that the test did not stop and both variants keep running, with a button to try again. - Variant promoted: Notice `Variante ‹A ou B› promovida — teste concluído` (Variant A or B promoted — test completed). - Variant B created: Notice `Variante B criada — edite e ative o teste no editor` (Variant B created — edit it and activate the test in the editor). - Failure to create or promote: Notice `Não foi possível criar a variante B. Tente novamente.` (Could not create variant B. Try again.) or `Não foi possível promover a variante. Tente novamente.` (Could not promote the variant. Try again.) #### "Editor de persona" (Persona editor) The Persona editor is for writing each version of the AI: the name the lead sees, the displayed company, the offers, the tone of voice and the ready-made answers. Address in the dashboard: `/app/personas/editor` ![Screenshot of the "Editor de persona" (Persona editor) screen. The Persona editor is for writing each version of the AI: the name the lead sees, the displayed company, the offers, the tone of voice and the ready-made answers.](https://attendto.com.br/prints-do-manual/personas--editor.png) The "Editor de persona" (Persona editor) screen in the demo account, with sample data and blurred values. How to get there: Through the **"Editar personas" (Edit personas)** button on the Personas A/B screen. ##### Navigation and variant selection Goes back to the experiment and switches between variant A and B. Buttons and actions: - **Personas A/B**: Goes back to the experiment screen. - **"A · ‹nome da persona›" (A · ‹persona name›)**: Shows the variant A persona in the form. - **"B · ‹nome da persona›" (B · ‹persona name›)**: Shows the variant B persona in the form. The editor opens on B when it exists. - **"Criar variante B (clonar a ativa)" (Create variant B (clone the active one))** (Owner): Appears in place of the B button when variant B does not exist yet. Creates the copy of the active persona and opens it in the form right away. - **"Ativa" (Active)** (Owner): Variant B switch. Turning it off pauses B (every new lead goes to A); turning it on again resumes the test and restarts the measurement from zero. Shows `Pausada` (Paused) when off. ##### Persona form The fields that define how this version of the AI converses. Fields and filters: - **"Nome da persona" (Persona name)**: Internal label to tell A from B. The lead never sees it. - **"Nome da IA" (AI name)**: The name the AI uses to introduce itself in the conversation. The lead reads this one. - **"Empresa exibida" (Displayed company)**: The name of the company the AI says it represents. - **"Ofertas" (Offers)**: What this version may offer, in free text. - **"Tom de voz" (Tone of voice)**: How the AI speaks, written by you. The shortcuts above the box only fill in a starting text. - **"FAQ (respostas prontas)" (FAQ (ready-made answers))**: Questions that repeat, with the exact answer that should go out. Buttons and actions: - **"Direto" (Direct)**: Fills in the tone with an objective text, one question at a time. It does not save: it shows `Tom "Direto" aplicado — salve para persistir` (Tone "Direct" applied — save to keep it). - **"Consultivo" (Consultative)**: Fills in the tone with a welcoming text, with open questions. It does not save on its own. - **"Descontraído" (Casual)**: Fills in the tone with a light, informal text. It does not save on its own. - **Formal**: Fills in the tone with a courteous, institutional text. It does not save on its own. ##### "PRÉVIA AO VIVO" (LIVE PREVIEW) A demonstration conversation that shows what the lead's screen looks like. Also appears: - Demo badge: the message exchange is always the same and does not reflect the tone, name or offers typed in. ##### "Responder em voz (TTS)" (Reply by voice (TTS)) Turns on the audio reply when the lead sends audio. Buttons and actions: - **"Responder em voz (TTS)" (Reply by voice (TTS))** (Owner): Switch that takes effect right away, with no need to save: when the lead sends audio, the reply goes out as audio with a default synthetic voice, never a copy of the lead's voice. ##### "Salvar" (Save) Buttons and actions: - **"Salvar persona" (Save persona)** (Owner): Saves all the form fields. Takes effect from the next message on. While saving, it shows `Salvando…` (Saving…). ##### Screen states - Loading: Gray blocks in place of the form. - Nothing here yet: `Nenhuma persona cadastrada.` (No persona registered.) when the account has no persona yet. - If something goes wrong: Card `Não foi possível carregar a sua persona` (Could not load your persona), saying it was not lost and is still live, with a button to try again. - Persona saved: Notice `Persona salva` (Persona saved). - Variant B paused: Notice `Teste pausado — 100% do tráfego novo vai para a variante A` (Test paused — all new traffic goes to variant A). - Variant B resumed: Notice `Teste retomado — a medição reinicia agora` (Test resumed — measurement restarts now). - A non-Owner tries to save: A notice that only the account Owner can edit personas; nothing is saved. ### Step by step #### How to start a persona A/B test 1. Open **Personas A/B** in the menu. 2. On the `Sem teste A/B ativo` (No active A/B test) card, click **"Criar variante B (clonar persona ativa)" (Create variant B (clone active persona))**. 3. Click **"Editar personas" (Edit personas)**; the editor opens on variant B. 4. Change just one thing in B (for example, the **"Tom de voz" (Tone of voice)** or the **"Ofertas" (Offers)**). 5. Click **"Salvar persona" (Save persona)**. #### How to tell whether variant B is winning 1. Open **Personas A/B** and first look at the lead counter on each card. 2. On the **"Significância estatística" (Statistical significance)** card, check whether `Coletando dados` (Collecting data, no result yet) appears or the sentence saying a variant converts significantly more. 3. Check that the 95% CI band no longer crosses zero. #### How to promote the winning persona 1. Wait for the "VENCEDORA" (WINNER) badge to appear on one of the variants. 2. On the **"Significância estatística" (Statistical significance)** card, click **"Promover variante ‹A ou B›" (Promote variant ‹A or B›)**. 3. Confirm in the browser window. The winner starts handling all new traffic and the other one is paused. #### How to pause variant B without ending the test 1. Click **"Editar personas" (Edit personas)**. 2. Choose the **B · ‹nome›** button. 3. Turn off the **"Ativa" (Active)** switch; it then shows `Pausada` (Paused). 4. To resume, turn it on again — the measurement restarts from zero. #### How to change the AI's name and tone 1. Click **"Editar personas" (Edit personas)** and choose the variant. 2. Change **"Nome da IA" (AI name)** and, if you like, click a tone shortcut (**"Direto" (Direct)**, **"Consultivo" (Consultative)**, **"Descontraído" (Casual)** or **Formal**) and adjust the text. 3. Click **"Salvar persona" (Save persona)**. #### How to make the AI reply in audio 1. Open **"Editar personas" (Edit personas)** and choose the variant. 2. Turn on **"Responder em voz (TTS)" (Reply by voice (TTS))**. It takes effect right away, with no saving. 3. To choose which voice is used, use the "Voz & tom" (Voice & tone) screen. ### Frequently asked questions #### Does the persona have to be written in every language? No. The AI replies in the lead's language (Brazilian Portuguese, European Portuguese, Mozambican Portuguese, English, Spanish or French, among those the account accepts) while keeping the persona's name and tone. The languages are set in "Configurações" (Settings) › "IA & persona" (AI & persona) › "Idiomas do atendimento" (Service languages). #### Why doesn't the promote button appear? It only appears when a variant wins with significance (p below 0,05) and both already have the minimum sample of leads. Before that, the card shows `Coletando dados` (Collecting data). #### What period do the numbers on the screen cover? The last 30 days, always. The screen has no period selector. #### Does clicking "Direto" (Direct) or Formal already change the AI? No. The shortcut only fills the **"Tom de voz" (Tone of voice)** box with a starting text. The change only takes effect after **"Salvar persona" (Save persona)**. #### Does the "Responder em voz" (Reply by voice) switch need "Salvar persona" (Save persona)? No. It saves on its own when clicked and shows the notice `Resposta em voz ativada` (Voice reply turned on) or `desativada` (turned off). #### Can an Admin edit the persona? No. The Admin sees the editor filled in, but saving, creating a variant, pausing and promoting are for the account Owner only. #### Does the preview conversation show my persona? No. The "PRÉVIA AO VIVO" (LIVE PREVIEW) is a fixed demonstration, marked as such. To see the real persona, open a real conversation in the Inbox. #### Can I have more than two variants at the same time? No. The test is always between A and B, with a 50% split for each. #### Where do I choose which persona answers for each number? Under "Conexões" (Connections), in the menu of each account, using the option to choose a persona. This screen only handles the test and the writing of personas. ### Guide: Personas A/B Two versions of your AI talking at the same time to find out which one converts more — and the care needed to avoid deciding on a lucky number. A persona is the way your AI talks: the name it uses, the tone, what it offers, what it answers by heart. Here you put **two versions live at the same time** and let the leads decide which one sells more — instead of arguing about tone of voice in a meeting. The screen says `atribuição sticky por lead`. Sticky means **stuck**: each lead always talks to the same version, from the first hello to the end. Nobody notices a change of tone mid-conversation, and the measurement doesn't get mixed up. > **Two versions cost the same as one:** The test does not double spending: the lead still has only one conversation. What it demands is **time** — without people coming in on both sides, there is nothing to compare. #### The screen, part by part On screen: Personas A/B screen with the experiment header, the cards for variants A and B side by side, and the statistical significance card. An experiment in progress, still collecting data. 1. **What is running**: **"EM ANDAMENTO" (IN PROGRESS, both versions live)** means both versions are live. `Split 50/50` is how new leads are divided between them, `atribuição sticky por lead` is the stickiness described above, and `12 leads no experimento` is the sample size so far. 2. **"Editar personas" (Edit personas)**: Takes you to the editor, where the name, tone, offers, and ready-made answers of both versions live. Changing things there in the middle of the test has consequences — see the section about the editor. 3. **Variant A**: The card title (`Atendimento comercial`) is the **internal label**: the lead never sees that name. They see the **"Nome IA" (AI name)** (`Vera`) and the **"Empresa" (Company)**. The big number is the conversion of leads into qualified leads among those who talked to this version. 4. **Variant B, and the lead counter**: Look at the counter before the percentage. With `0 leads`, the `0,0%` doesn't mean B is bad: it means nobody has talked to it yet. In the footer, `1ª resposta` is how long it takes to reply and `handoff` is the share that became a handoff to a person on the team. 5. **The math that prevents a wrong decision**: `z` and `p` measure a single thing: the chance that the difference between the two is luck. `p < 0,05` is the accepted limit — below it the difference is considered real. `pp` is the distance between them in percentage points. 6. **The range and the zero**: The **"IC95%" (95% CI)** is the range where the true difference probably lies. As long as that range **crosses zero**, the two may still be tied and you can't choose. `Coletando dados — 12/30 e 0/30` is the screen telling you how many leads are still missing on each side. #### Start an experiment 1. **Click "Criar variante B (clonar persona ativa)" (Create variant B (clone active persona))**: B starts as an exact copy of the persona that is already live, and the test turns on right away. From then on, each new lead lands in A or B and stays there. 2. **Change only one thing in B**: A more direct tone, **or** a different featured offer, **or** a different first sentence. If you change three things and B wins, you won't know which one won — and you won't be able to repeat the success. 3. **Let it run without checking every day**: With the normal traffic of most accounts, gathering 30 leads on each side takes two to four weeks. Checking the scoreboard every day only produces anxiety and hasty decisions. 4. **Wait for the significance card to clear**: While it says **"Coletando dados" (Collecting data)**, there is no result — neither for nor against. Whoever is ahead today easily switches sides when there are few leads. 5. **Promote the winner**: Only when the **"VENCEDORA" (WINNER)** badge and the sentence saying it can be promoted with confidence appear together. > **Who can change things:** Creating a variant, saving a persona, and promoting the winner are actions for the account Owner. The rest of the team sees the numbers normally but can't change the experiment. Roles are in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes). #### Reading the two cards - **"conversão lead→qualificado" (lead-to-qualified conversion)**: The big number. Of every 100 people who talked to that version, how many became hot or warm. This is the measure that decides the experiment. - **"1ª resposta" (1st response)**: How long until the first reply goes out. It works as a sanity check: if one of the versions is much slower, compare carefully, because part of the conversion difference may be waiting, not text. - **handoff**: Handoff: the share of conversations that needed to be passed to a person on the team. Less is not always better — in high-ticket sales, more handoffs with more closings is great. The queue is in ["Transbordo para humano" (Handoff to a human)](https://attendto.com.br/en/manual/handoff). - **leads**: How many people talked to that version. It is the first number to look at: without people on both sides, the rest is decoration. #### Significance, in plain English The screen warns that **"vencedor só é declarado com teste z de duas proporções, exigindo p < 0,05 e amostra mínima de 30 leads por variante" (a winner is declared only with a two-proportion z-test, requiring p < 0.05 and a minimum sample of 30 leads per variant)**. That is a statistics sentence, and it means three simple things: - **The math compares two rates**, A's and B's, taking into account how many people went through each one. Twenty percent of 5 people is not worth the same as twenty percent of 500. - **`p` is the chance that the difference is luck.** `p = 0,03` means a 3% chance of coincidence. Below 0.05 the screen accepts it as a real difference. - **The "IC95%" (95% CI) is the range where the real difference should lie.** If the range goes from -4 to +12 points, it passes through zero — and passing through zero means a tie still fits in the math. No promoting. > **The costliest mistake is looking too early:** With 8 leads on one side and 5 on the other, a 30-point difference shows up by pure chance. Anyone who promotes at that moment swaps the persona that was working for one that just got lucky, and loses weeks finding out. As long as the screen shows **"Coletando dados" (Collecting data)**, the scoreboard is not news. #### Promote, pause, and resume These three actions have different consequences, and two of them are hard to undo. It is worth reading before you click: - **Promover**: Ends the experiment. The winner becomes the account's only persona and the other one is paused. In practice there is no going back: to compare again, you start a new experiment from scratch. - **"Pausar a B" (Pause B)**: Sends 100% of new leads to A. Those who were already talking to B stay with it — the stickiness lasts until the end of that conversation. - **"Retomar" (Resume)**: Splits the leads again, but **restarts the measurement from zero**. Everything accumulated before the pause is lost, including the 20-some leads that had already been counted. > **Pausing and resuming throws away what was already measured:** If your plan is just to take a two-day breather, don't pause: the cost is restarting the whole count. Pause only when variant B is clearly hurting the service and you want to take it offline for good. #### The persona editor **"Editar personas" (Edit personas)** opens the screen where each version is written. There are few fields, and each one changes a different thing in the conversation: - **"Nome da persona" (Persona name)**: The internal label, so you can tell A from B in the list. The lead never sees this name. - **"Nome da IA" (AI name)**: The name that appears to the lead in the conversation. This one, yes, they read. - **"Empresa exibida" (Displayed company)**: How the AI introduces itself. It should match what is written on your channels. - **"Ofertas" (Offers)**: What it may offer in this version. It is the field that changes results the most, more than the tone. - **"Tom de voz" (Tone of voice)**: How it talks, written by you. The four shortcuts — **"Direto" (Direct)**, **"Consultivo" (Consultative)**, **"Descontraído" (Casual)**, and **Formal** — only fill the box with starter text; they **don't save anything**. After clicking, read, adjust, and save. - **"FAQ (respostas prontas)" (FAQ (ready-made answers))**: Recurring questions, with the exact answer you want sent. Useful for price, lead time, and policy — the three where improvising is costly. - **"Responder em voz (TTS)" (Reply by voice (TTS))**: Reply in audio instead of text. It changes the lead's perception a lot, so test it on its own, in an experiment of its own. Details in ["Voz" (Voice)](https://attendto.com.br/en/manual/voz-e-tom). > **The live preview is not your persona:** The conversation that appears next to the editor is a fixed demo, always the same. It shows what the lead's screen looks like — it does **not** reflect the tone, name, or offers you just wrote. To see your persona for real, you need a real conversation. > **Don't edit the active persona in the middle of the test:** Any change applies from the next message onward, to everyone, including the leads already counted in the experiment. Half of A's conversations become those of an A that no longer exists, and the comparison loses its meaning. If you really need to change something, promote or pause first and start a new test. #### One persona per account If you serve through more than one account — two WhatsApp numbers, an Instagram account, the web chat — **each one can have its own persona**. This is what allows two brands, or two franchises, in the same dashboard: the headquarters number replies as Sofia and the second brand's Instagram replies as Marina, without mixing. 1. **Open "Conexões" (Connections)**: Each account appears with a line saying **"Atende como…" (Responds as…)** — including those that were never configured, which say `a persona da empresa`. 2. **In the account menu, choose "Escolher persona" (Choose persona)**: On Instagram, the button is on the account's own row. The list offers the option `Persona da empresa (padrão)` and all **active** personas. 3. **Save**: Applies from the next message onward. Conversations that were already open stay with the persona that was already handling them — switching tone in the middle of a chat is exactly what sticky assignment avoids. > **Choosing nothing is still a choice:** Without a link, the account replies with the **company persona** — this is the default, and it is how the product has always worked. You only need to change anything here if you want to separate brands. - **The A/B test keeps running**: When you link an account to a variant that is in a test, that account keeps drawing between A and B — the link picks the **pair**, it doesn't freeze the test. Accounts without a link stay in the company's test, as before. - **Only an active persona can be linked**: A paused persona answers nobody; allowing it to be linked would create a screen saying Marina replies on a number where she never speaks. - **If the linked persona is paused later**: The account **doesn't go silent**: it goes back to replying with the company persona until you choose another one. - **If the account is disconnected**: The link **is kept**. When you reconnect the same number or the same Instagram account, it goes back to replying with the same persona — nothing needs to be redone. In "Configurações" (Settings) → "IA & persona" (AI & persona) there is the same map in read-only form, in the **"Quem responde por cada conta" (Who answers for each account)** block — useful for checking everything at once without opening "Conexões" (Connections). And the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento) has the equivalent scoping: each document can apply only to the accounts you select. #### What is worth testing - **The first sentence.** It is what decides whether the person replies. Testing only this usually pays off more than rewriting the whole persona. - **Asking early or late.** A version that already asks about the timeline in the second message versus one that chats first. - **One featured offer versus three.** Fewer options usually qualify more people, but this changes from industry to industry — which is why you test it. - **Formal versus casual.** It is the most requested test and almost always the one with the smallest effect. Leave it for after the other three. After promoting, confirm the effect where it shows up in money: [Analytics](https://attendto.com.br/en/manual/analytics), same period, same filters, one week before and one week after. In the dashboard: "Abrir Personas A/B" (Open Personas A/B). How people search: persona a/b test; how to change the ai's name; change the ai's tone of voice; promote winning variant; compare two versions of the service; a/b test statistical significance; edit ai persona; pause variant b; ai ready-made answers; ai reply in audio; which persona converts more. ## "Intent & catálogo" (Intents & catalog): register offers and recorded answers, and see each lead's purchase intent URL: https://attendto.com.br/en/manual/intent-e-catalogo Menu: Intelligence > "Intent & catálogo" (Intents & catalog) "Intent & catálogo" (Intents & catalog) is the dashboard item where you register what you sell and the answers recorded by your team, and track the intent the AI detected in each conversation to choose the right offer. ### Who can use it - Owner: Sees and does everything: creates, edits, pauses, and imports offers, registers success stories, and records, edits, and removes recorded answers. - Admin: Sees the predictions, listens to the recordings, opens the records, and jumps to the leads. Saving an offer, story, or recording comes back with a notice that only the Owner can edit the catalog. - Agent: Sees the item in the menu and the whole screen like the Admin: reads, listens, and opens leads, but does not change the catalog. ### Screens #### "Intent & catálogo" (Intents & catalog) The "Intent & catálogo" (Intents & catalog) screen is for maintaining the offers the AI can quote, the team's audio library, and the success stories, alongside the intents leads showed in conversations. Address in the dashboard: `/app/catalogo` ![Screenshot of the "Intent & catálogo" (Intents & catalog) screen. The "Intent & catálogo" (Intents & catalog) screen is for maintaining the offers the AI can quote, the team's audio library, and the success stories, alongside the intents leads showed in conversations.](https://attendto.com.br/prints-do-manual/intent-e-catalogo--catalogo.png) The "Intent & catálogo" (Intents & catalog) screen in the demo account, with sample data and blurred values. ##### Intent predictions Automatic reading: what each lead asked for in the most recent conversation. Nothing is filled in here. Buttons and actions: - **"‹nome do lead›" (‹lead name›)**: Each row is clickable (also with Enter or Space) and opens the lead record in the CRM. Also appears: - Avatar and lead name. - Badge `conf ‹0 to 1›`: how reliable the reading is. Green from 0.80, brand color from 0.70, and orange below that. - `intenção` (intent) with the name of the reading: "Dúvida de produto" (Product question), "Preço/proposta" (Price/proposal), "Intenção de compra" (Purchase intent), "Agendamento" (Scheduling), or another non-commercial intent. - `Suggested offer: ‹title›` when an active offer matches the intent. ##### Recorded answers Your team's audio library that the AI sends when it recognizes one of the commercial questions. Buttons and actions: - **"+ Nova gravação" (+ New recording)** (Owner): Opens the `Nova resposta gravada` (New recorded answer) window. - **"‹título da gravação›" (‹recording title›)**: The title on each row opens the `Editar resposta gravada` (Edit recorded answer) window. - **"Remover a gravação ‹título›" (Remove recording ‹title›)** (Owner): Trash button (tooltip `Remover da biblioteca` (Remove from library)). Opens the removal confirmation. Also appears: - Each row: audio icon, title, `Voice of ‹recorded by›` (or `Sem autoria informada` (No author given)), and the linked question (or `sem vínculo` (no link)). - Audio player on each row to listen to the recording. ##### New recorded answer Window to record in the browser or upload an audio file. Fields and filters: - **"Título" (Title)** (required): How the recording appears in the list and in the Inbox. - **"Quem gravou" (Recorded by)**: The voice credit, shown to the team. - **"Pergunta que esta gravação responde" (Question this recording answers)**: One of the four buttons: "Dúvida de produto" (Product question), "Preço/proposta" (Price/proposal), "Intenção de compra" (Purchase intent), or "Agendamento" (Scheduling). Each question accepts one recording; a busy button is disabled with a tooltip saying which recording already answers it. Without a link, the audio stays in the library without being sent. - **"Áudio" (Audio)** (required): Choose between recording now or uploading a file. - **"Arquivo de áudio" (Audio file)**: With **"Enviar arquivo" (Upload file)**: OGG (Opus), MP3, or M4A/AAC, up to 16 MB. A rejected format shows the WhatsApp notice. Buttons and actions: - **"Gravar agora" (Record now)**: Uses the computer's microphone. - **"Enviar arquivo" (Upload file)**: Switches to uploading a file recorded on your phone. - **"Começar a gravar" (Start recording)**: Asks for microphone permission (shows `Aguardando permissão…` (Waiting for permission…)) and starts recording with the clock running. - **"Parar" (Stop)**: Ends the recording and shows the player so you can listen before saving. - **"Regravar" (Re-record)**: Discards the recorded audio so you can start over. - **"Salvar gravação" (Save recording)** (Owner): Sends the audio to the library. Only enabled once the title and audio are ready. Also appears: - If the browser only records in a format WhatsApp does not accept, the window warns you and suggests using "Enviar arquivo" (Upload file). - A blocked microphone shows `Permissão de microfone negada` (Microphone permission denied) with guidance to allow it in the browser settings. ##### Edit recorded answer Changes the title, author credit, and link of an existing recording; the audio itself cannot be edited. Fields and filters: - **"Título" (Title)** (required): Required to save. - **"Quem gravou" (Recorded by)**: The voice credit. - **"Pergunta que esta gravação responde" (Question this recording answers)**: Changes or removes the link to the question. Buttons and actions: - **"Remover" (Remove)** (Owner): Opens the removal confirmation for this recording. - **"Salvar" (Save)** (Owner): Saves the changes. Also appears: - Player at the top to listen to the recording before changing anything. ##### Remove the recording Mandatory confirmation before taking an audio out of the library. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover gravação" (Remove recording)** (Owner): Removes it for good. The AI stops sending the audio immediately; conversations that already received it keep it in their history. It cannot be undone. ##### Offer catalog What you sell, in the words the AI uses. Active first, paused after and faded. Buttons and actions: - **"Importar planilha" (Import spreadsheet)**: Opens the offer import window for XLSX or CSV. - **"+ Nova" (+ New)**: Opens the `Nova oferta` (New offer) window. - **"‹título da oferta›" (‹offer title›)**: Clicking the row (or Enter/Space) opens the `Editar oferta` (Edit offer) window. Also appears: - Each row: title, description, the open-text price and, when filled in, the numeric value, `‹n› in stock`, and `SKU ‹code›`. - On the right, the offer's first tag or the "PAUSADA" (PAUSED) badge. ##### New offer / Edit offer The registration of an offer. There is no delete: you take it down by pausing. Fields and filters: - **"Título" (Title)** (required): Name the AI uses for the offer. Without a title, "Salvar" (Save) stays disabled. - **"Descrição" (Description)**: What it is and who it is for, in one or two sentences. - **"Preço (texto livre — o que a IA cita)" (Price (open text — what the AI quotes))**: The only price that comes up in the conversation: a range, a condition, or empty (in which case the AI does not mention a price). - **SKU**: Internal item code. Optional, never spoken. - **"Preço (R$)" (Price (R$))**: Numeric value for sales and the best-sellers report. It does not become something the AI says. - **"Estoque" (Stock)**: Quantity available, if you track it. Empty means no limit. - **"Link de pagamento (checkout do seu gateway)" (Payment link (your gateway checkout))**: URL where the lead pays. The AI shares it when the lead wants to buy; payment happens in your own billing method, and the sale becomes an order when your system confirms it through the "Integrações" (Integrations) screen. - **"Tags (separadas por vírgula)" (Tags (comma-separated))**: Your own tags; the first one appears in the list. - **"Intenções que casam com esta oferta" (Intents that match this offer)**: Buttons "Dúvida de produto" (Product question), "Preço/proposta" (Price/proposal), "Intenção de compra" (Purchase intent), and "Agendamento" (Scheduling). The fewer selected, the more the offer stands out for those intents. Buttons and actions: - **"Pausar oferta" (Pause offer)** (Owner): Edit only. Takes the offer out of the AI's mouth immediately and marks it PAUSADA (PAUSED), without deleting anything. - **"Reativar oferta" (Reactivate offer)** (Owner): Only when editing a paused offer. Restores the offer as it was. - **"Salvar" (Save)** (Owner): Creates the offer (already active) or saves the edit. Shows `Salvando…` (Saving…). Also appears: - Note below the numbers: price, SKU, and stock feed sales and the best-sellers report; what the AI quotes is the open-text price. ##### Import offers from a spreadsheet Choose the file, see the preview, and confirm. Nothing is saved before you confirm. Fields and filters: - **"Linha" (Row)**: Preview column: the row number in the spreadsheet. - **"Ação" (Action)**: Preview column: "Criar" (Create), "Atualizar" (Refresh), or "Erro" (Error), with the reason for the error. - **"Título" (Title)**: Preview column: the title that was read. - **SKU**: Preview column: the code that was read. A repeated SKU updates the existing offer. - **"Preço" (Price)**: Preview column: the value that was read. Buttons and actions: - **"Escolher planilha" (Choose spreadsheet)**: Opens the file picker (.xlsx or .csv). After you choose, the button shows the file name and the preview is built. - **"Baixar modelo" (Download template)**: Downloads a sample CSV with the recognized columns. - **"Importar ‹n› oferta(s)" (Import ‹n› offer(s))** (Owner): Saves the rows that will be created or updated; rows with errors are left out. Shows `Importando…` (Importing…). - **"Cancelar" (Cancel)**: Closes without importing. - **"Fechar" (Close)**: Closes after importing. Also appears: - Columns recognized by name: "Título" (Title), "Descrição" (Description), "Preço" (Price), SKU, "Estoque" (Stock), "Etiquetas" (Tags), and "Ativa" (Active). Only the title is required. - Preview summary: `Prévia: ‹n› to create, ‹n› to update, ‹n› with errors (left out).` After importing, the summary starts with `Importado:` (Imported:). ##### Success stories The registry of cases that worked, with the metric highlighted. Fields and filters: - **"Título" (Title)** (required): Name of the case. Without a title, "Salvar" (Save) stays disabled. - **"Descrição" (Description)**: What happened. - **"Métrica (ex.: −38%)" (Metric (e.g., −38%))**: The result in highlight, shown in green in the list. Buttons and actions: - **"+ Novo" (+ New)**: Opens the `Novo case` (New case) window. - **"‹título do case›" (‹case title›)**: Clicking the case opens the `Editar case` (Edit case) window. Also appears: - There is no deleting or pausing a case. ##### Screen states - Loading: Three gray blocks in place of the cards. - Nothing here yet: Each card has its own: `Sem predições ainda — elas aparecem conforme os leads conversam.` (No predictions yet — they appear as leads chat.), `Nenhuma gravação ainda…` (No recordings yet…), `Nenhuma oferta cadastrada — as ofertas ativas são citadas pela IA nas conversas.` (No offers registered — active offers are quoted by the AI in conversations.), and `Nenhum case cadastrado ainda.` (No cases registered yet.) - If something goes wrong: Card `Não foi possível carregar o seu catálogo` (Could not load your catalog), warning that nothing was deleted and that you should not re-register anything before you can see the list, with a button to try again. - Offer saved: Notice `Oferta criada` (Offer created) or `Oferta atualizada` (Offer updated). - Offer paused or reactivated: Notice `Oferta pausada` (Offer paused) or `Oferta reativada` (Offer reactivated). - Spreadsheet imported: Notice `‹n› created, ‹n› updated.` - Spreadsheet unreadable: Notice `Não foi possível ler a planilha.` (Could not read the spreadsheet.) or the reason returned. - Recording saved: Notice `Gravação adicionada à biblioteca` (Recording added to the library). - Recording removed: Notice `Gravação removida` (Recording removed). ### Step by step #### How to register a product or service for the AI to offer 1. Open **"Intent & catálogo" (Intents & catalog)** in the menu. 2. In the **"Catálogo de ofertas" (Offer catalog)** card, click **"+ Nova" (+ New)**. 3. Fill in **"Título" (Title)**, **"Descrição" (Description)**, and **"Preço (texto livre — o que a IA cita)" (Price (open text — what the AI quotes))**. 4. Under **"Intenções que casam com esta oferta" (Intents that match this offer)**, check only the intents it answers best. 5. Click **"Salvar" (Save)**. The offer is created active. #### How to import the product list from a spreadsheet 1. In the **"Catálogo de ofertas" (Offer catalog)**, click **"Importar planilha" (Import spreadsheet)**. 2. If needed, click **"Baixar modelo" (Download template)** and fill in the columns. 3. Click **"Escolher planilha" (Choose spreadsheet)** and select the XLSX or CSV file. 4. Check the preview row by row ("Criar" (Create), "Atualizar" (Refresh), or "Erro" (Error)). 5. Click **"Importar ‹n› oferta(s)" (Import ‹n› offer(s))** and then **"Fechar" (Close)**. #### How to take an offer down 1. Click the offer in the list. 2. In the **"Editar oferta" (Edit offer)** window, click **"Pausar oferta" (Pause offer)**. 3. To bring it back, open it again and click **"Reativar oferta" (Reactivate offer)**. #### How to record a salesperson's audio for the AI to send 1. In the **"Respostas gravadas" (Recorded replies)** card, click **"+ Nova gravação" (+ New recording)**. 2. Fill in **"Título" (Title)** and **"Quem gravou" (Recorded by)**. 3. Under **"Pergunta que esta gravação responde" (Question this recording answers)**, choose a free button. 4. Under **"Gravar agora" (Record now)**, click **"Começar a gravar" (Start recording)**, speak, and click **"Parar" (Stop)** — or use **"Enviar arquivo" (Upload file)**. 5. Listen to the preview and click **"Salvar gravação" (Save recording)**. #### How to replace the audio for a question 1. Open the current recording by its title and uncheck the question's button; click **"Salvar" (Save)**. 2. Create the new recording with **"+ Nova gravação" (+ New recording)** and choose the button that is now free. 3. If the old one is no longer needed, use the trash icon and confirm in **"Remover gravação" (Remove recording)**. #### How to see what leads are asking for 1. Look at the **"Predições de intenção" (Intent predictions)** card: each row shows the intent that was read and the confidence. 2. Click the lead to open their record in the CRM. ### Frequently asked questions #### Does the "Preço (R$)" (Price (R$)) field appear in the conversation? No. The AI quotes only the open-text price field. The numeric value is used for sales and for the best-sellers report. #### How do I delete an offer? There is no deletion. Use **"Pausar oferta" (Pause offer)**: it leaves the conversation and stays saved so you can reactivate it. #### Does reimporting the spreadsheet duplicate the offers? No, when the row has an SKU that is already registered: it updates the offer. Without an SKU, an identical title also updates it. #### Why does a question button appear disabled on the recording? Because another recording already answers that question. Hover to see which one and unlink it first. #### Which audio formats can I upload? OGG (Opus), MP3, or M4A/AAC, up to 16 MB. These are the formats WhatsApp accepts. #### Can I edit a recording's audio after saving? No. Editing changes the title, author credit, and linked question; for different audio, record again and remove the old one. #### What does clicking a prediction do? Opens that lead's record in the CRM, with the conversation and history. #### Who can register offers and recordings? Only the account Owner. The rest of the team can view, listen, and open the leads. ### Guide: "Intent & catálogo" (Intents & catalog) What you sell, written the way the AI will say it; your team's voice recorded for the usual questions — and the rule that decides which offer it puts in front for each request. Three things on the same screen, and they talk to each other. On one side, what your leads asked for: the AI reads each message and says what kind of request it was. On the other, what you sell — when the two match, the right offer goes to the highlight of the reply instead of the AI dumping the whole catalog on someone who only asked the price. And in the middle, your team's voice: the **recorded replies** the AI sends when it recognizes one of the usual questions. #### The screen, part by part On screen: The "Intent & catálogo" (Intents & catalog) screen with the intent predictions and recorded replies on the left and, on the right, the offer catalog and the success cases. On the left, what leads asked for and your team's voice. On the right, the records: what you sell and your cases. 1. **What leads asked for**: You do not fill in this card: it fills itself as people write. Clicking a row opens that lead's record. 2. **A reading, inside**: The lead's name, the intent read, and `conf` — how sure the AI is of that reading, from 0 to 1. **"Indefinida" (Undefined)** means the message was not a commercial request. When an offer matches, **"Oferta sugerida" (Suggested offer)** appears with its name. 3. **The offer catalog**: What you sell, in the words the AI uses. **"+ Nova" (+ New)** opens the form; clicking an existing offer opens the same window to edit. 4. **An offer's card**: This is the text that goes out in the conversation, not the **"Preço (R$)" (Price (R$))** field. 5. **The tag, or the paused notice**: The offer's first tag appears here, so you can find the right offer in a long list. If it is offline, this same spot shows **"PAUSADA" (PAUSED)**. 6. **Your cases**: The record of the cases that worked out, with the result highlighted. It is your organized collection — read the section about cases before counting on it inside conversations. 7. **The recorded replies**: The library with your team's voice: each row is an audio, with who recorded it and the question it answers. The section on recorded replies, further below, explains the choice and the step-by-step. #### How the AI chooses the offer Each lead message gets an intent reading, and only four of them can match an offer: **"Dúvida de produto" (Product question)**, **"Preço/proposta" (Price/proposal)**, **"Intenção de compra" (Purchase intent)**, and **"Agendamento" (Scheduling)**. They are exactly the four markers in the record. Greetings, support, and requests for a human do not pull in any offer, and that is on purpose. When the reading matches an **active** offer that declares that intent, it rises to the highlight of the reply. From there on, three rules apply: - **The offer that declares fewer intents wins.** The specific beats the generic: an offer marked only **"Preço/proposta" (Price/proposal)** goes ahead of one marked with all four. - If they tie on the number of intents, the oldest wins. - At most two offers go to the highlight of the same reply. It is worth understanding what matching does **not** do: all active offers remain available to the conversation at all times. It hides nothing, it only decides what goes on top. What takes an offer out of the AI's mouth is **"Pausar oferta" (Pause offer)**, and nothing else. > **Marking all four intents does not widen anything:** It seems to increase the offer's reach and does the opposite: with all four marked, it loses the highlight to any more specific offer, in any conversation. Mark only the intents for which that offer is truly the best answer. #### Create an offer 1. **Open "+ Nova" (+ New)**: In the **"Catálogo de ofertas" (Offer catalog)** card, top right corner. To change an existing offer, click it: the same window opens. 2. **Write the title and the description**: **"Título" (Title)** is required and is the name the AI uses for the offer. The **"Descrição" (Description)** is what it says: one or two sentences that answer "what is this and who is it for". 3. **Write the price it can mention**: The **"Preço (texto livre — o que a IA cita)" (Price (open text — what the AI quotes))** field is the only price that goes out in the conversation. 4. **Mark the intents**: In **"Intenções que casam com esta oferta" (Intents that match this offer)**, mark only the requests this offer answers better than the others. Less is more: that is how it wins the highlight. 5. **Save**: The offer starts active and already applies to the next conversation. There is no approval and no waiting. #### The fields the AI does not say Half of the record does not become conversation — it becomes numbers. It is still worth filling in, and worth knowing why: - **"Preço (R$)" (Price (R$))**: The value as a number, for calculations. It is not spoken: it feeds the sales report and the best-sellers card of the [Success monitor](https://attendto.com.br/en/manual/monitor-de-sucesso). - **SKU**: The item code in your internal system. It is not spoken either; it is what ties this offer to orders when your sales come into the dashboard. - **"Estoque" (Stock)**: The quantity, if you track it. It is not spoken and does not block anything on its own. - **"Link de pagamento" (Payment link)**: The URL where the person pays. When the lead shows purchase intent and the offer has a link, the AI shares it. Payment happens through your usual billing method — the dashboard does not process it and does not sit in the middle. - **Tags**: Your own tags, separated by commas. The first one appears on the list card and helps you find the right offer when the list grows. #### Import from a spreadsheet If you already have your product list in a spreadsheet, you do not need to type offer by offer. **"Importar planilha" (Import spreadsheet)**, at the top of the catalog, accepts XLSX or CSV and shows a preview before saving anything. 1. **Download the template or use your own spreadsheet**: Columns are recognized by name, with or without accents: **"Título" (Title)** (or "Nome" (Name), "Produto" (Product)), **"Descrição" (Description)**, **"Preço" (Price)**, **SKU** (or "Código" (Code)), **"Estoque" (Stock)**, **"Etiquetas" (Tags)**, and **"Ativa" (Active)**. Only the title is required. The first row is the header; only the first tab is read. 2. **Check the preview**: Each row appears with what will happen: **"criar" (create)**, **"atualizar" (update)**, or **"erro" (error)** (no title, a price that is not a number). A row with an error is skipped; the others go in. 3. **Confirm**: A row with an already registered **SKU** updates the offer — that is how the price list stays current: re-import the spreadsheet and prices change without duplicating anything. Without a SKU, an identical title updates and a new one creates. > **Price in reais, the Brazilian way:** Empty leaves the offer without a price, and the AI answers without quoting an amount. #### Taking an offer offline **There is no deleting an offer.** There is **"Pausar oferta" (Pause offer)**, inside the edit window. Once paused, it leaves the AI's mouth immediately and gets the **"PAUSADA" (PAUSED)** mark in the list, without losing anything — description, price, intents, and history all stay there. **"Reativar oferta" (Reactivate offer)** returns everything as it was. > **Pausing is the brake; changing the price is not:** Product sold out, cost went up, policy changed? Pause while you sort it out. Changing the price text to "on request" does not stop the AI from offering it — it only makes the reply vague. #### Reading the intent predictions The card on the left is for reading, not for records: you do not create or delete anything in it. The list keeps the most recent reading of each contact, up to 20 contacts, and it is the quick answer to "what are people asking for this week". - `conf` is the confidence of the reading, from 0 to 1. A low number means an ambiguous message — it is worth opening the conversation in the [Inbox](https://attendto.com.br/en/manual/inbox) before drawing conclusions. - **"Indefinida" (Undefined)** appears when the message was not a commercial request: a greeting, thanks, venting. - **"Oferta sugerida" (Suggested offer)** shows which offer matched. A lead asking for a price with no suggested offer means one of two things: no active offer declares **"Preço/proposta" (Price/proposal)**, or the one that did is paused. #### Recorded replies: your team's voice There are questions every lead asks — how much it costs, how long it takes — and nobody answers them better than someone from your team, in their own voice. The **"Respostas gravadas" (Recorded replies)** card stores those audios: you record (or upload the file), say who recorded it, and link the recording to one of the four questions — the same ones as in the offer record. When the AI is sure the lead asked that question, it sends the audio **before** the text reply, like a salesperson who sends the audio and follows up with the next question. The choice that matters happens before you press the record button: **which question deserves a real voice?** A good candidate is one that calls for trust, not information — the price explained calmly by someone who knows, the lead time stated by the person who installs. A question whose answer changes every week is a bad candidate: audio is not edited, it is re-recorded. 1. **Open "+ Nova gravação" (+ New recording)**: In the **"Respostas gravadas" (Recorded replies)** card, top right corner. 2. **Record now, or upload a file**: **"Gravar agora" (Record now)** uses the microphone, with a preview to listen and re-record before saving. If your browser only records in a format WhatsApp does not accept, the screen warns you — the way forward is then **"Enviar arquivo" (Upload file)**: the salesperson records the audio in WhatsApp on their own phone and forwards the file to you (OGG, MP3, or M4A/AAC, up to 16 MB). 3. **Enter the title and who recorded it**: The title is how the recording appears in the list and in the Inbox ("How much does it cost — Marina's reply"). **"Quem gravou" (Recorded by)** is the voice credit: it is what your team sees when hovering over the bubble, to understand whose audio the AI sent. 4. **Link it to the question it answers**: The same four markers as the offers. **Each question accepts only one recording** — if the marker appears disabled, another recording already answers for it; unlink that one first. Without a link, the audio stays stored in the library and is not sent. On screen: A conversation in the Inbox where the AI sent a recorded reply: the audio bubble with a player and the "Resposta gravada" (Recorded reply) label, followed by the text reply. The conversation as your team sees it in the Inbox: the recorded audio goes out first, the text follows as usual. 1. **The audio, before the text**: The recording goes out in its own bubble, first — answering the question the lead just asked. Anyone on the team can listen here to the same audio the lead received. 2. **The label that explains the bubble**: **"Resposta gravada" (Recorded reply) · title** tells your team that this audio came from the library, and hovering shows whose voice it is. The lead sees no label at all — for them, an ordinary audio arrives on WhatsApp. 3. **The conversation continues in text**: The audio complements, it does not replace: the AI continues with the written reply and its questions, as in any conversation. 4. **The reading that triggered the audio**: The conversation's dossier shows the recognized question — the same reading that matches offers. It was because of that reading, and the AI's confidence in it, that the recording went out. **When in doubt, text only.** If the AI is not sure what the lead meant, or if the recognized question has no linked recording, the reply goes out in writing, as always — the audio never delays or replaces the service. - **It applies to WhatsApp conversations.** On other channels the reply stays in text. - **Outside the 24-hour window no audio goes out**: that is WhatsApp's rule for free-form messages. The conversation continues by text or through an [approved template](https://attendto.com.br/en/manual/modelos-de-mensagem), and the recording goes out again when the lead replies. - **"Remover" (Remove) takes the recording out of the AI's mouth immediately** — always with confirmation —, but conversations that already received it keep the audio in their history. > **What the recording says is on you:** The check that holds back the AI's written responses does not listen to audio: a recording is your content, and whoever recorded it answers for what was said. If the price changed and the recording is out of date, it keeps going out with the old price — re-record it, or unlink it in the meantime. #### Success stories It is your social proof organized in one place — the one you copy into a proposal, an ad, or a reply you write yourself. > **What the AI says does not come from here:** Today, cases are a record you maintain and they do not enter conversations. What the AI says comes from the ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento) and from active offers. If a case needs to be told to the lead, write it as content in the knowledge base — that is where it is used. #### When it did not offer what it should have Check in this order — the problem is almost always in the first two steps: 1. **Is the offer active?**: Is there a **"PAUSADA" (PAUSED)** badge on the card? Open it and click **"Reativar oferta" (Reactivate offer)**. 2. **Does it declare the right intent?**: A price question does not match an offer that has only **"Agendamento" (Scheduling)** checked. Open the offer and check the markers. 3. **Is a more specific one winning?**: If a second offer covers the same topic while declaring fewer intents, that is the one that shows up. Reduce the intents of the one you want in front. 4. **Does the price exist?**: With no text in the free price field, the AI has no value to quote and the answer goes out without a number. 5. **Read the conversation**: In [Inbox](https://attendto.com.br/en/manual/inbox) you see what the lead actually wrote. Many “price questions” are, once you read them, a product question — and the offer that answers that is a different one. #### Who can change things - Create and edit offers, cases, and recorded responses: **only the account Owner**. - Open the screen, read the predictions, listen to the recordings, and jump to leads: anyone on the team. In the dashboard: "Abrir Intent & catálogo" (Open Intents & catalog). How people search: register products for the AI; WhatsApp offer catalog; import products from a spreadsheet; price the AI quotes; payment link in customer service; pause offer; salesperson recorded audio; audio reply to price question; lead purchase intent; success stories; intent prediction. ## AI lead qualification: audiences, BANT questions, and a 0 to 100 score URL: https://attendto.com.br/en/manual/qualificacao Menu: Intelligence > "Qualificação" (Qualification) "Qualificação" (Qualification) is the dashboard item where you define which audiences the AI talks to and what it needs to find out about each one (need, budget, decision-maker, and timeline) to give the lead a score from 0 to 100. ### Who can use it - Owner: Sees and edits everything: uses the industry template, requests the adjustment to the business, and adds, edits, makes default, and removes audiences. - Admin: Same access as the Owner on this screen. - Agent: Sees the menu item, the audiences, the questions, and how the score is calculated, with locked fields. Does not see the header buttons or the buttons to make default, remove, undo, and save. ### Screens #### "Qualificação" (Qualification) The "Qualificação" (Qualification) screen lets you declare the audiences the company serves and, for each one, the signals and questions the AI uses to qualify the lead as "Quente" (Hot), "Morno" (Warm), or "Frio" (Cold). Address in the dashboard: `/app/qualificacao` ![Screenshot of the "Qualificação" (Qualification) screen. The "Qualificação" (Qualification) screen lets you declare the audiences the company serves and, for each one, the signals and questions the AI uses to qualify the lead as "Quente" (Hot), "Morno" (Warm), or "Frio" (Cold).](https://attendto.com.br/prints-do-manual/qualificacao--qualificacao.png) The "Qualificação" (Qualification) screen in the demo account, with sample data and blurred values. ##### "Com quem a sua IA fala" (Who your AI talks to) Header with the screen's explanation, the account's industry, and the main actions. Buttons and actions: - **"Usar modelo do segmento" (Use industry template)** (Owner, Admin): Opens the window with the industry's ready-made template, with the signals and questions already written. It stays locked, with a hint, while the audiences load or if they failed to load. - **"Ajustar ao meu negócio" (Adjust to my business)** (Owner, Admin): Opens the window where the AI rewrites an audience's questions based on the "Base de conhecimento" (Knowledge base) and the persona. The button shows the adjustment price next to it, charged to the balance. It stays locked if there is no audience. - **"Adicionar público" (Add audience)** (Owner, Admin): Opens the window with the ready-made audience templates and the "Em branco" (Blank) option. - **"Escolher em Configurações → Seu segmento" (Choose in Settings → Your industry)**: Appears when the account has no industry chosen yet and leads to the "Seu segmento" (Your industry) section of "Configurações" (Settings). Also appears: - Line `Your account's industry: ‹name›`, or `not chosen`. ##### Audience card A collapsible card for each audience. The first one opens on its own. Fields and filters: - **"Nome do público" (Audience name)**: What you call this audience (up to 120 characters). - **"Como reconhecer este público" (How to recognize this audience)**: How the AI recognizes, from the way the lead writes, that it is talking to this audience. Buttons and actions: - **"‹nome do público›" (‹audience name›)**: Clicking the title opens or collapses the card. - **"Tornar padrão" (Make default)** (Owner, Admin): Makes this the audience used when the AI is not yet sure who it is talking to. It does not appear on the audience that is already the default. - **"Remover o público ‹nome›" (Remove audience ‹name›)** (Owner, Admin): Trash can button. Opens the removal confirmation. Also appears: - "PADRÃO" (DEFAULT) badge on the default audience and "Novo" (New) badge on the audience the template just created. - Line `‹n› signals the AI looks for in this conversation`. - When you change the name or how to recognize it, **"Salvar" (Save)** and **"Descartar" (Discard)** appear right below. ##### Audience signals (Need, Budget, Decision-maker, and Timeline) One block per signal, with the name, the goal, the questions, and the switch that says whether it applies. Fields and filters: - **"Como chamar" (What to call them)**: The signal's name in this audience (for example, replacing Budget with Investment). - **"O que a IA precisa descobrir" (What the AI needs to find out)**: The signal's goal, in one sentence. - **"Perguntas que a IA pode usar" (Questions the AI can use)**: Up to 12 ready-made questions. With none, the AI writes them on its own from the goal. Buttons and actions: - **"Aplicar" (Apply)** (Owner, Admin): Switch that turns the signal on or off for this audience; it changes the score scale immediately. Need cannot be turned off, and an audience needs at least 3 signals on — the hint explains when it is locked. - **"Tirar a pergunta ‹n› da lista" (Remove question ‹n› from the list)** (Owner, Admin): X button next to each question; removes it from the draft until you save. - **"Adicionar pergunta" (Add question)** (Owner, Admin): Adds a blank line. Locks when it reaches 12 questions. - **"Salvar" (Save)** (Owner, Admin): Appears when the signal has a change and saves the name, goal, and questions. Takes effect from each lead's next message. - **"Descartar" (Discard)** (Owner, Admin): Returns the signal to what was saved. Also appears: - Next to the name: `weight ‹n› in the score` or `does not apply to this audience`. - Fields changed by a recent adjustment are highlighted. ##### How the score is calculated The weight of each signal that is on and the score tiers. Also appears: - One bar per signal that is on, with its weight. - Tiers: 75 to 100 — "Quente" (Hot); 50 to 74 — "Morno" (Warm); 1 to 49 — "Frio" (Cold). - Notice: changing the configuration does not rewrite any lead's score; it applies from the next message. ##### "Como a IA vai perguntar" (How the AI will ask) Example built from the first question of each signal that is on, without calling the AI. Also appears: - Bubbles with one question per signal, reminding you that the AI asks one thing at a time throughout the conversation. ##### Recent change strip Appears on the card right after the industry template or the adjustment, and disappears when someone edits the audience. Buttons and actions: - **"Desfazer" (Undo)** (Owner, Admin): Returns the audience to what it was before. If the template had created the audience, it is removed; the other audiences stay as they were. - **"Ajustar ao meu negócio" (Adjust to my business)** (Owner, Admin): Only after the industry template: opens the adjustment already set to this audience. Also appears: - Possible texts: `Just created from the ‹industry› template.`, `Questions just replaced by the ‹industry› template.`, or `Just adjusted to your business.` with the number of replacements. ##### Health data warning Appears on an old patient audience that asks what the person is feeling. Buttons and actions: - **"Usar modelo Clínica" (Use Clinic template)** (Owner, Admin): Opens the "Clínica" (Clinic) industry template already on "Substituir o público atual" (Replace current audience), pointing to this audience. Also appears: - Warning text: health data, only what is needed to flag it (LGPD, art. 11). ##### Remove the audience Confirmation before deleting an audience. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover público" (Remove audience)** (Owner, Admin): Deletes the audience. Leads already tagged with it keep their score and use the default audience from the next message. This cannot be undone. ##### "Adicionar público" (Add audience) Window with the ready-made audience templates and the "Em branco" (Blank) option. Buttons and actions: - **"‹modelo de público›" (‹audience template›)**: Selects the template. Shows `‹n› signals` or `already registered` (a template already in use is disabled). - **"Cancelar" (Cancel)**: Closes without creating. - **"Adicionar público" (Add audience)** (Owner, Admin): Creates the audience with the chosen template's script. Shows `Criando…` (Creating…). Also appears: - If the templates fail to load: `Não foi possível carregar os modelos.` (The templates could not be loaded.) with **"Tentar de novo" (Try again)**. ##### "Usar modelo do segmento" (Use industry template) Window that shows an industry's ready-made template and applies it as a new audience or in place of an existing audience's questions. Nothing changes until you apply. Fields and filters: - **"Segmento do modelo" (Template industry)**: List of industries with a tag (`Your account's industry`, `Regulated industry`, or `‹n› qualification items`). Navigate with the arrow keys, Home, End, Enter, and the first letter; Esc closes the list. - **"Nome do novo público" (New audience name)** (required): In "Criar como novo público" (Create as new audience). It cannot be empty or repeat another audience's name. - **"Como reconhecer este público" (How to recognize this audience)**: Comes filled in by the template; you can rewrite it. - **"Qual público" (Which audience)**: In "Substituir o público atual" (Replace current audience): the audience whose questions will be replaced. Buttons and actions: - **"Trocar" (Change)**: Opens the list of industries. - **"Ver os ‹n› cuidados" (See the ‹n› precautions)**: Expands the precautions the template already includes (with the "Segmento regulado" (Regulated industry) badge when applicable). - **"Criar como novo público" (Create as new audience)**: Recommended option: creates a new audience and does not touch the existing ones. - **"Substituir o público atual" (Replace current audience)**: Replaces the questions of an existing audience, showing what goes out and what comes in. Disabled when there is no audience. - **"Tornar este o público padrão" (Make this the default audience)**: Switch for the new audience. In an account with no audience it is on and locked, because the first audience is always the default. - **"Ver as perguntas" (See the questions)**: In "Substituir" (Replace), expands, by signal, the questions going out and the ones coming in. - **"Cancelar" (Cancel)**: Closes without applying. - **"Criar o público" (Create the audience)** (Owner, Admin): Applies the template as a new audience. Shows `Aplicando…` (Applying…) and then a notice with **"Desfazer" (Undo)**. - **"Substituir as perguntas" (Replace the questions)** (Owner, Admin): Applies the template to the chosen audience, keeping the name, how to recognize it, whether it is the default, and the scores already given. Also appears: - Block `O que a IA vai descobrir` (What the AI will find out): the 4 signals with weight, the industry's items inside each, and the ready-made questions; a signal with no items appears as `desligado` (off). - Hint when the chosen industry is not the account's: the template only touches qualification; the board, fields, and persona stay as they are. - In Replace: `What goes out and what comes in`, with a summary like `‹n› questions go out and ‹n› come in.` and the block `What stays as it is`. - If the template fails to load: `Não conseguimos carregar o modelo` (We could not load the template) with **"Tentar de novo" (Try again)**. ##### "Ajustar ao meu negócio" (Adjust to my business) Window in four stages: confirm, read, review the replacements, and finish. Nothing changes in the audience until you apply. Fields and filters: - **"Público que a IA vai ajustar" (Audience the AI will adjust)**: The audience whose questions will be rewritten; the default one appears with `(padrão)` (default). Buttons and actions: - **"Ver" (View)**: Next to "Base de conhecimento" (Knowledge base) and "Persona da IA" (AI persona), opens the corresponding screen in another tab. - **"Ajustar por ‹valor›" (Adjust for ‹amount›)** (Owner, Admin): Requests the adjustment. The price appears on the button and in the cost panel before you confirm, and is deducted from the balance only if the adjustment finishes. - **"Recarregar saldo" (Top up balance)** (Owner, Admin): Appears when the balance does not cover the adjustment and leads to the "Carteira" (Wallet). - **"Cancelar" (Cancel)**: Before requesting, closes the window. During the reading, cancels the adjustment without charging anything. - **"Aplicar" (Apply)**: On each suggested replacement, accepts it; the audience card behind already shows the change. - **"Manter a de hoje" (Keep today's)**: On each replacement, rejects the suggestion and keeps the current text. - **"Desfazer" (Undo)**: Returns an applied replacement to pending. - **"Voltar atrás" (Go back)**: Returns a kept replacement to pending. - **"Aplicar tudo" (Apply all)**: Accepts all pending replacements and saves. - **"Aplicar as ‹n› que faltam" (Apply the remaining ‹n›)**: After deciding some, accepts the remaining pending ones and saves (in the singular, `Aplicar a que falta` (Apply the remaining one)). - **"Descartar o resto" (Discard the rest)**: Asks for confirmation to discard the replacements still pending (before deciding any, the button says `Descartar` (Discard)). - **"Voltar às trocas" (Back to swaps)**: In the discard confirmation, returns to the review. - **"Descartar" (Discard)**: Confirms the discard. The adjustment has already been charged; to see the suggestions again you need to run the adjustment once more. - **"Concluir" (Finish)**: With all replacements decided, saves the applied ones and closes. - **"Fechar" (Close)**: Closes when there was no replacement to make or when the adjustment failed. - **"Tentar de novo" (Try again)**: After a failure, requests the adjustment again. Also appears: - Confirmation: `O que a IA vai ler` (What the AI will read) ("Base de conhecimento" (Knowledge base) with items and date, "Persona da IA" (AI persona) with name and tone, and the audience's current questions) and the notice that no lead conversation goes into the adjustment. - `O que ela não mexe` (What it does not touch): it does not turn signals on or off or change weights; it does not remove the sensitive flag or add a health question; it does not create a promise of results or ask for documents, income, or CPF. - Cost panel with the current balance; notices `Seu saldo não cobre este ajuste` (Your balance does not cover this adjustment), `Já tem um ajuste em andamento` (An adjustment is already in progress), or `O ajuste não está disponível agora` (The adjustment is not available right now) when it cannot be requested. - Reading: steps `Reading the knowledge base`, `Reading ‹name›'s persona`, and `Rewriting ‹audience›'s questions`. - Result: `‹n› replacements suggested for ‹audience›`, grouped by signal, with "Hoje" (Today) next to "Com o ajuste" (With the adjustment), the word-by-word difference, the badge "Entra" (Goes in), "Sai" (Out), or "Reescrita" (Rewrite), and the reason for each replacement. - A signal that is off in the audience appears with a note that the adjustment does not turn signals on or off. - When the AI sees nothing to replace: `Nothing to replace in ‹audience›`. ##### Screen states - Loading: Two gray blocks in place of the cards; the header buttons stay locked with the hint `Espere os públicos carregarem.` (Wait for the audiences to load.) - Nothing here yet: `Nenhum público configurado` (No audience configured): in the meantime the AI uses the default scale (need, budget, decision-maker, and timeline). For the Owner and Admin, buttons **"Usar modelo ‹segmento›" (Use ‹industry› template)** and **"Adicionar público" (Add audience)**. - If something goes wrong: `Não foi possível carregar os seus públicos` (Your audiences could not be loaded), warning that the scale remains saved and in effect, with **"Tentar de novo" (Try again)**. - Audience created by the template: Notice `Audience "‹name›" created` with the number of questions and the **"Desfazer" (Undo)** button. - Adjustment replacements applied: Notice `‹n› replacements applied to ‹audience›` with the **"Desfazer" (Undo)** button. - Adjustment canceled: Notice `Ajuste cancelado` (Adjustment canceled) — nothing was changed or charged. - Adjustment failed: `Não deu para ajustar agora` (Could not adjust right now), with the assurance that nothing was changed or charged. ### Step by step #### How to set up qualification using my industry's template 1. Open **"Qualificação" (Qualification)** in the menu. 2. Click **"Usar modelo do segmento" (Use industry template)**. 3. Check the industry in **"Segmento do modelo" (Template industry)** (use **"Trocar" (Change)** if you want another one) and read the block about what the AI will find out. 4. Leave **"Criar como novo público" (Create as new audience)** checked, review **"Nome do novo público" (New audience name)**, and click **"Criar o público" (Create the audience)**. 5. If you don't like it, click **"Desfazer" (Undo)** on the notice or on the card's strip. #### How to adapt the qualification questions to my business 1. Click **"Ajustar ao meu negócio" (Adjust to my business)**. 2. Choose the audience in **"Público que a IA vai ajustar" (Audience the AI will adjust)** and check what the AI will read and the cost. 3. Click **"Ajustar por ‹valor›" (Adjust for ‹amount›)** and wait for the reading. 4. For each replacement, click **"Aplicar" (Apply)** or **"Manter a de hoje" (Keep today's)** — or use **"Aplicar tudo" (Apply all)**. 5. Click **"Concluir" (Finish)**. #### How to edit the questions the AI asks the lead 1. Open the audience's card by clicking its name. 2. On the signal you want, edit the lines of **"Perguntas que a IA pode usar" (Questions the AI can use)** or click **"Adicionar pergunta" (Add question)**. 3. Click **"Salvar" (Save)** on the signal itself. #### How to turn off budget for an audience 1. Open the audience's card. 2. On the budget signal, turn off the **"Aplicar" (Apply)** switch. 3. If it is locked, hover over it to read the reason (Need cannot be turned off and the audience needs at least 3 signals). #### How to create a second audience 1. Click **"Adicionar público" (Add audience)**. 2. Choose one of the templates or "Em branco" (Blank). 3. Click **"Adicionar público" (Add audience)** in the window. 4. Fill in **"Como reconhecer este público" (How to recognize this audience)** so the AI knows when to use it, and click **"Salvar" (Save)**. #### How to change the default audience 1. On the card of the audience you want, click **"Tornar padrão" (Make default)**. 2. The "PADRÃO" (DEFAULT) badge moves to it. ### Frequently asked questions #### What is BANT in qualification? They are the four signals of the score: need, budget, decision-maker, and timeline. On screen, each one can be given the name that makes sense for your audience in **"Como chamar" (What to call them)**. #### Why can't I turn off Need? It is the signal that separates a lead from someone who is just curious. You can rename it, but not turn it off. #### How many questions fit in a signal? Up to 12. With none, the AI writes the question on its own from the goal. #### Does adjusting to my business read the leads' conversations? No. It reads the knowledge base, the persona, and the audience's current questions. #### Does canceling the adjustment midway charge anything? No. Canceling during the reading does not charge. If the adjustment finishes before the cancellation arrives, the screen notifies you and shows the result. #### Does using another industry's template change my pipeline or my persona? No. The template only touches qualification; the board, fields, and persona stay as they are. #### Can the agent change qualification? No. They see the audiences and questions with locked fields; editing belongs to the Owner and the Admin. #### Does removing an audience change leads' scores? No. Leads that already had a score keep it. From the next message on, those leads use the default audience. ### Guide: "Qualificação" (Qualification) What your AI needs to find out in each conversation, and how that becomes a score that tells you whom to call first. A hundred conversations a week are worth nothing if you don't know which three deserve your morning. That is what qualifying is: finding out, through conversation, who is ready to buy. Your AI does this on its own, in the middle of the conversation, without sounding like an interrogation. This screen is where you decide **what** it needs to find out and **from whom**. In direct sales — pharmacy, store, delivery — whoever reaches out already wants to buy, and what "Qualificação" (Qualification) asks for is the order itself: what the customer wants, delivery, payment. For this case there is the **"Modo atendimento" (Service mode)**, in [Settings](https://attendto.com.br/en/manual/configuracoes) → "IA & persona" (AI & persona): the score is still calculated (that is how the AI knows what is missing and that a complete order calls the team), but hot and warm leads are not charged. #### The four things it looks for - **"Necessidade" (Need)**: What the problem is, in the person's own words. "My electricity bill came to 900 reais" is worth more than "I want a quote". - **"Orçamento" (Budget)**: How much they can spend, or at least whether they have an idea of a price range. - **Who decides**: Whether they are the one who signs. A perfect lead who has to convince a partner is a lead with one more step. - **"Prazo" (Deadline)**: By when. "This month" and "next year" don't deserve the same attention today. Each answer found adds points. The total is a **score from 0 to 100** and a color. The color is what appears in the Inbox list, on the pipeline card, and in search: - **"Quente" (Hot)**: Knows what they want, has the budget, makes the decision, and it's for now. Call today. - **"Morno" (Warm)**: Real interest, one piece missing. Worth following closely. - **"Frio" (Cold)**: Still researching. Let the AI handle it and come back when it heats up. - **"Sem nota" (No score)**: The conversation is too short to conclude anything. It's not bad, it's early. > **The score changes as the conversation moves along:** It is not given once and frozen. With each new reply from the lead, the AI recalculates. A cold lead on Monday can be a hot one by Thursday. #### "Públicos" (Audiences): not every customer is the same Asking an individual about annual budget is odd. Asking a company whether "you live alone" is even worse. That is why qualification is organized into **"públicos" (audiences)**. On screen: "Qualificação" (Qualification) screen with the registered audiences and the questions for each dimension. Each audience has its own questions and its own weight. 1. **Your audiences**: One per type of customer. Start with two — individual and company — and only create more when the difference in questions justifies it. 2. **How the AI recognizes this audience**: You describe the way people in this group write. That is how it decides, on its own, which set of questions to use. 3. **What to find out, and how to ask**: For each signal you write the goal and the questions it may use. The **"Aplicar" (Apply)** button turns off a signal that makes no sense — note that there is no "who decides" here: whoever buys for their own home is the one who decides. 4. **How the score is calculated**: The weight of each signal and the three bands. If, for your business, timing matters more than budget, this is where you adjust it. The AI identifies on its own which audience the lead fits and uses the right questions. If it gets it wrong, you correct it on the contact's record and the manual correction wins. > **Changing the weight does not rewrite the past:** The score of those already in the base stays the same. The adjustment applies from each lead's next message — history doesn't change color overnight. #### Start from your industry's template **"Usar modelo do segmento" (Use industry template)** opens the template preview: the safeguards it already includes, the four score signals with the weight of each, and, within them, the industry items with ready-made questions. The account's industry comes preselected; **"Trocar" (Change)** opens the list of the others (by keyboard: arrows, Enter, and the first letter of the name). On screen: "Usar modelo do segmento" (Use industry template) dialog: the "Imobiliária" (Real Estate) industry marked as your account's industry, the safeguards that come with the template, and the score signals with the items and ready-made questions. The "Imobiliária" (Real Estate) template before applying: the safeguards, the signals with their weight, and the questions for each item. - **"Criar como novo público (recomendado)" (Create as new audience (recommended))**: The audiences you already have stay as they are, and the AI starts recognizing the new one by the way the lead writes. Give it a name and say whether it becomes the default audience. - **"Substituir o público atual" (Replace current audience)**: It replaces the questions of an audience that already exists. The screen shows, signal by signal, what goes out and what comes in; the name, the text on how to recognize it, and the scores leads already have stay as they were. After applying, the audience card gets a banner with **"Desfazer" (Undo)**, which restores exactly what was there before. Editing the audience removes the banner: from then on, what counts is what you wrote. #### "Ajustar ao meu negócio" (Adjust to my business) **"Ajustar ao meu negócio" (Adjust to my business)** asks the AI to read your [Knowledge base](https://attendto.com.br/en/manual/base-de-conhecimento), the persona, and an audience's current questions, and to rewrite names, goals, and questions in your business's style. No lead conversation goes into the adjustment. On screen: Before the click that charges: what the AI reads, what it doesn't touch, and how much it costs. - Yes: Each change comes with the reason, side by side with today's question; you apply them one by one, or all or nothing. - No: It does not turn signals on or off, and the weight of each one in the score stays the same. - No: It does not remove the sensitive flag and does not add health questions. - No: It does not create promises of results and does not ask for documents, income, or CPF. > **"por ajuste" (per adjustment):** The adjustment is charged to the balance when it finishes, even when the AI finds nothing to change. An error or cancellation is not charged, and without balance the button is locked — nothing is called. If the adjustment finishes before the cancellation arrives, the screen shows the result, already charged, for you to review. Each account may request up to 10 adjustments per hour. After applying, the **"Desfazer" (Undo)** on the audience banner restores the questions from before the adjustment. > **Old "Paciente" (Patient) audience:** The old copy of the "Paciente" (Patient) template asked what the person was feeling. Its card shows a notice with **"Usar modelo Clínica" (Use Clinic template)**, which opens "Substituir" (Replace) with the "Clínica" (Clinic) template already chosen: health data, only what is needed to schedule. #### How to adjust without breaking anything 1. **Read ten real conversations first**: Before touching any weight, look in the [Inbox](https://attendto.com.br/en/manual/inbox) at what your real leads say. Almost always the missing question shows up on its own. 2. **Change one thing at a time**: Changed the budget weight? Wait a week before touching another. Two changes together won't let you know which one worked. 3. **Check the effect**: In [Analytics](https://attendto.com.br/en/manual/analytics#analytics) you can see how many leads became hot before and after. It is the only proof that counts. > **If the AI guides through to the complete order:** With **"Conduzir até o pedido completo" (Guide through to the complete order)** turned on (the default for new accounts), in [Settings](https://attendto.com.br/en/manual/configuracoes) → "IA & persona" (AI & persona), the order is complete when everything this screen asks for has been answered. Write each item as a piece of the order: product and price, payment method, address, and delivery day. With up to three items turned on, the lead only becomes "Quente" (Hot) with all of them answered. With all four turned on, three are enough, as long as what is missing is not **"Necessidade" (Need)**, the item worth the most points — and then the card can move in the "Funil" (Pipeline) before the last one. #### When the score doesn't seem right - **Everyone ends up "Morno" (Warm)**: A sign that the weights are too similar to each other. Pick the signal that truly decides your sale and give it a clearly higher weight — the score starts separating people again. - **"Quente" (Hot) shows up for people who don't buy**: An eliminating signal is missing from your audience. If serving outside your region is impossible, that needs to be a high-weight signal and not a remark in the conversation. - **A signal is always blank**: The question that finds it out is not being asked, or is being asked too early. Look at the evidence on the contact's record: it shows the exact phrase that supported each signal, and the blank shows what was never asked. - **The contact landed in the wrong audience**: You can pin the audience by hand on its record, in [CRM & Graph](https://attendto.com.br/en/manual/crm). Once pinned, automatic reevaluation stops for that contact — the current score stays as is and the new script applies from the next message. > **Changed the weights? Check back in a week:** The new score applies to the following conversations and does not recalculate the past. The place to check whether the change improved anything is [Analytics](https://attendto.com.br/en/manual/analytics), comparing two weeks. In the dashboard: "Abrir Qualificação" (Open Qualification). How people search: AI lead qualification; BANT WhatsApp; qualification questions; hot warm cold lead; lead score 0 to 100; customer service audiences; qualification template by industry; adjust questions to my business; how does AI qualify a lead; budget timeline decision maker; lead scoring. ## AI knowledge base: teach your company with text, FAQ, website and files URL: https://attendto.com.br/en/manual/base-de-conhecimento Menu: Intelligence > "Base de conhecimento" (Knowledge base) "Base de conhecimento" (Knowledge base) is the dashboard item where you teach the AI about your company: everything registered there becomes the source of truth for answers, and what is not in the base it passes to the team instead of making things up. ### Who can use it - Owner: Sees and does everything: adds, edits, pauses, activates and deletes sources, fills in the outline and tests the base. - Admin: Same access as the Owner on this screen. - Agent: Sees the item in the menu, the list of sources and the outline, and can use **"Teste a base" (Test the base)**. Adding, editing, pausing or deleting returns a refusal notice. ### Screens #### "Base de conhecimento" (Knowledge base) The "Base de conhecimento" (Knowledge base) screen is for registering, testing and organizing the information sources the AI uses to answer leads. Address in the dashboard: `/app/conhecimento` ![Screenshot of the "Base de conhecimento" (Knowledge base) screen. The "Base de conhecimento" (Knowledge base) screen is for registering, testing and organizing the information sources the AI uses to answer leads.](https://attendto.com.br/prints-do-manual/base-de-conhecimento--conhecimento.png) The "Base de conhecimento" (Knowledge base) screen in the demo account, with sample data and blurred values. ##### "O que a sua IA sabe" (What your AI knows) Summary of the base at the top of the screen. Also appears: - Fixed text: whatever is added becomes the source of truth; when the AI does not know, it refers the lead to a specialist and never makes things up. - `fontes ativas` (active sources) indicator: how many sources the AI is using. - `trechos indexados` (indexed chunks) indicator: how many pieces the content was split into for search. ##### Imported spreadsheet notice Appears for the Owner and the Admin when "Base avançada" (Advanced base) is available and there is an imported spreadsheet that a sync can replace. Buttons and actions: - **"Ver a comparação" (See comparison)** (Owner, Admin): With the "Base avançada" (Advanced base) module turned on, opens the sync creation already set up with this spreadsheet. - **"Conhecer o módulo" (Explore the module)** (Owner, Admin): Without the module turned on, opens the "Base avançada" (Advanced base) module page. Also appears: - Title `Você importou ‹arquivo› em ‹data›. Trocar pela sincronização?` ##### "Roteiro da base" (Base outline) The topics that the account's industry calls for in the base. Accounts with no industry do not see this card. Buttons and actions: - **"Preencher" (Fill in)**: On a topic that is still empty, opens the text form with the topic already in the title and the cursor in the content. No empty source is created before you save. Also appears: - Overall badge `‹n› a preencher` or `Tudo preenchido` (All filled in). - Each topic with the badge `Preenchido` (Filled in) or `A preencher` (To fill in). ##### Add knowledge / Edit source A source's form. When you click Edit in the list, it slides up with the source loaded. Fields and filters: - **"Título da fonte" (Source title)** (required): The name of the source in the list. - **"Conteúdo" (Content)** (required): In the "Texto" (Text) and FAQ types, the content itself. In the FAQ, each question starts with P: and each answer with R:. - **"Endereço da página" (Page address)**: In the "Página do site" (Website page) type. When editing, leaving it blank keeps the text already imported (the screen shows how many characters); pasting the address re-imports from scratch. - **"Arquivo" (File)**: In the "Arquivo" (File) type, when creating. If the file does not fit in a single source, the notice explains what to do. - **"Onde esta fonte vale" (Where this source applies)**: Appears when more than one account is connected (or when the source already has a restriction). With none checked, it applies to all accounts; when you check some, only the chosen ones can see it. A disconnected account appears with `(desconectada)` (disconnected) and the check is kept. Buttons and actions: - **"Texto" (Text)**: Type for pasting any content: about the company, policies, catalog. - **FAQ**: Type for ready-made questions and answers, in the P: and R: format (question and answer). - **"Página do site" (Website page)**: Type that imports the text of a web address right away. - **"Arquivo" (File)**: Type for uploading PDF, DOCX, MD, TXT, XLSX or CSV files, up to 10MB. - **"Adicionar à base" (Add to the base)** (Owner, Admin): Saves the new source and splits it into chunks. Shows `Indexando…` (Indexing…) and then how many chunks were indexed. - **"Salvar e reindexar" (Save and reindex)** (Owner, Admin): When editing, saves the changes and rebuilds the chunks. - **"Cancelar" (Cancel)**: When editing, clears the form without saving. Also appears: - When it comes from **"Preencher" (Fill in)**, the phrase `Preenchendo o tópico do roteiro da base: escreva o que a IA precisa saber sobre isso.` (Filling in the base outline topic: write what the AI needs to know about it). ##### Sources The list of everything that is registered. Buttons and actions: - **"Pausar" (Pause)** (Owner, Admin): Removes the source from the AI's answers without deleting it. On a paused source the button becomes **"Ativar" (Activate)**. - **"Ativar" (Activate)** (Owner, Admin): Puts the paused source back into the answers. - **"Editar" (Edit)** (Owner, Admin): Loads the source into the form at the top. - **"Excluir" (Delete)** (Owner, Admin): Removes the source from the base right away, with no confirmation window. Also appears: - Colored tag for the type: "Texto" (Text), FAQ, "Página" (Page) or "Arquivo" (File). - Line `‹n› trecho(s) · atualizada ‹data› · ‹contas›`, where the accounts are `todas as contas` (all accounts), the names of the selected accounts or `conta removida` (account removed). - Status badge: `Ativa` (Active), `Pausada` (Paused) or `Erro` (Error). ##### Test the base Side panel that shows the snippets the AI would use to answer a question. Fields and filters: - **"Pergunta de teste" (Test question)**: Write the way a customer would write. - **"Testar como" (Test as)**: Appears with more than one connected account. `Base inteira (todas as contas)` (Entire base (all accounts)) or a specific account, to check the slice it sees. Buttons and actions: - **"Testar" (Test)**: Searches for the most relevant snippets. While searching, it shows `…`. Also appears: - Results in cards: the first one marked "MAIS RELEVANTE" (MOST RELEVANT) and the following ones `TRECHO ‹n›`. - No result: the AI would use only the persona and the catalog offers; the guidance is to add the content to the base. ##### Screen states - Loading: Gray block in place of the source list and the outline. - Nothing here yet: `Nenhuma fonte ainda — adicione acima o que a sua IA precisa saber (quem vocês são, o que vendem, políticas, dúvidas frequentes).` (No sources yet — add above what your AI needs to know: who you are, what you sell, policies, frequently asked questions.) - If something goes wrong: `Não foi possível carregar as suas fontes` (Could not load your sources), warning that none was deleted, with a button to try again. The indicators show `—`. - Outline did not load: `Não foi possível carregar o roteiro da base` (Could not load the base outline) — the sources remain in effect, with a button to try again. - Paused source: Notice `Fonte pausada — a IA deixa de usá-la` (Source paused — the AI stops using it). - Deleted source: Notice `Fonte removida da base` (Source removed from the base). - File of an unsupported type: Notice `Escolha um arquivo PDF, DOCX, MD, TXT, XLSX ou CSV` (Choose a PDF, DOCX, MD, TXT, XLSX or CSV file). - Failure to save: The reason returned in Portuguese, or `Não foi possível salvar a fonte. Confira o conteúdo.` (Could not save the source. Check the content.) ### Step by step #### How to teach the AI about my company 1. Open **"Base de conhecimento" (Knowledge base)** in the menu. 2. Under **"Adicionar conhecimento" (Add knowledge)**, leave the **"Texto" (Text)** type selected. 3. Fill in **"Título da fonte" (Source title)** and paste the text into **"Conteúdo" (Content)**. 4. Click **"Adicionar à base" (Add to the base)**. #### How to register frequently asked questions for the AI 1. Choose the **FAQ** type. 2. Give it a **"Título da fonte" (Source title)** and write in **"Conteúdo" (Content)** each question starting with P: (for pergunta, question) and each answer with R: (for resposta, answer), separated by a blank line. 3. Click **"Adicionar à base" (Add to the base)**. #### How to import the website content for the AI 1. Choose the **"Página do site" (Website page)** type. 2. Fill in **"Título da fonte" (Source title)** and paste the link into **"Endereço da página" (Page address)**. 3. Click **"Adicionar à base" (Add to the base)** and check in the list how many snippets came in. 4. If little text comes in, paste the content as **"Texto" (Text)**. #### How to upload a PDF or spreadsheet to the base 1. Choose the **"Arquivo" (File)** type. 2. Select the file in **"Arquivo" (File)** (PDF, DOCX, MD, TXT, XLSX or CSV, up to 10MB). 3. Click **"Adicionar à base" (Add to the base)**. #### How to test whether the AI can answer a question 1. In the **"Teste a base" (Test the base)** panel, write the question in **"Pergunta de teste" (Test question)**. 2. With several accounts, choose in **"Testar como" (Test as)** which account to simulate. 3. Click **"Testar" (Test)** and read the "MAIS RELEVANTE" (MOST RELEVANT) snippet. #### How to make a document apply to only one number 1. Open the source with **Editar** (or create a new one). 2. Under **"Onde esta fonte vale" (Where this source applies)**, check only the desired accounts. 3. Click **"Salvar e reindexar" (Save and reindex)** and check with **"Testar como" (Test as)**. #### How to fill in the base outline for my industry 1. On the **"Roteiro da base" (Base outline)** card, click **"Preencher" (Fill in)** on the topic `A preencher` (To fill in). 2. Write the content and click **"Adicionar à base" (Add to the base)**. The topic changes to `Preenchido` (Filled in). ### Frequently asked questions #### Does deleting a source ask for confirmation? No. **"Excluir" (Delete)** removes it right away. If the removal is only temporary, use **"Pausar" (Pause)**. #### Which files does the base accept? PDF, DOCX, MD, TXT, XLSX and CSV, up to 10MB per file. #### If the website changes, does the base update on its own? No. The text is imported at the time of registration. Edit the source and paste the address again to re-import. #### What is the number of indexed snippets for? It shows how many pieces the content was split into for the search. A source with zero snippets has no text the AI can use. #### Why don't I see the "Onde esta fonte vale" (Where this source applies) field? It only appears when more than one account is connected or when the source already has a saved slice. #### Can the agent test the base? Yes. Testing is open to the whole team; registering and changing sources is for the Owner and the Admin. #### Why doesn't the "Roteiro da base" (Base outline) card appear? It only exists when the account has an industry chosen in "Configurações" (Settings). #### What does the "Erro" (Error) badge on a source mean? That the content could not be read or split into snippets. Edit the source or submit the content another way. ### Guide: "Base de conhecimento" (Knowledge base) Everything your AI knows. What is here it answers; what is not, it does not make up — it passes to a specialist. This is the source of truth for your AI. Delivery time, service area, exchange policy, what is included: everything it answers comes from here. And the reverse also holds, which is the most important part — about what is not here, it does not risk a guess: it forwards to a specialist. A short base does not make the AI dumb, it makes it quiet. > **It is the best investment of time in the dashboard:** An hour of writing here improves service more than any other adjustment. Start with the five questions you answer most each day — not the whole manual. #### The screen, part by part On screen: Screen of the "Base de conhecimento" (Knowledge base) with the summary, the add-content form, and, on the right, the "Teste a base" (Test the base) panel. On the left you teach; on the right you check whether it learned. The two halves work together. 1. **The screen's rule, and the two numbers**: **"fontes ativas" (active sources)** is how much content is live right now. **"trechos indexados" (indexed passages)** is how many pieces your text was split into so it can find the right part quickly — large text becomes many passages, and that is good. 2. **Where the content comes from**: **"Texto" (Text)**, **FAQ**, **"Página do site" (Website page)** and **"Arquivo" (File)**. The chosen type changes the field right below: paste the content, write in the `P:` / `R:` format, enter an address, or attach a document. 3. **Title and content**: The title is required and is how the source appears in the list: **Return policy** helps, **Document 2** does not. The content fits about 200 thousand characters per source — around 50 pages. 4. **"Adicionar à base" (Add to the base)**: Saves and puts the source live immediately. When editing one that already exists, the button becomes **"Salvar e reindexar" (Save and reindex)** — meaning it relearns the new text instead of adding to the old. 5. **Test the base**: The working tool of this screen. Ask the way a customer would and see the passages it would use to answer. Nothing here is sent to anyone. 6. **The list of sources**: Everything that is already live, with the type, how many passages it generated, and when it changed. This is where **"Pausar" (Pause)**, **"Editar" (Edit)** and **"Excluir" (Delete)** are — and this is where the screen's risk lives. #### The base outline for your industry With the account's industry selected, the **"Roteiro da base" (Base outline)** card lists the topics your industry calls for (services and prices, hours, what to bring on the day…). Each topic appears as **"A preencher" (To fill in)** until it becomes a source. **"Preencher" (Fill in)** opens the source form with the topic in the title: write what the AI needs to know and save. The topic becomes **"Preenchido" (Filled in)**; if you delete the source, it goes back to "A preencher" (To fill in). On screen: "Roteiro da base" (Base outline) card: the topics for the Real estate industry, some filled in and others still to fill in, each with the "Preencher" (Fill in) button. The outline for the Real estate industry: what has already become a source and what is still missing. > **No empty source is created:** The outline only reminds you of what is missing: no blank source enters the base. While a topic is not filled in, the AI hands off to the team whatever it cannot answer. See [Account ready for your industry](https://attendto.com.br/en/manual/configuracoes). #### The four ways to teach All four really work and can coexist in the same base. The choice is about where the content already is today: - **"Texto" (Text)**: Paste anything: who you are, what you sell, policies, terms. It is the most flexible format and the one that works best when you write in your own words. - **FAQ**: Ready-made questions and answers, in the format `P:` on the first line and `R:` on the next, with a blank line between pairs. Good when you already have the questions mapped out. - **"Página do site" (Website page)**: Enter a public `https` address and the content is copied immediately. What is stored is today's text, not the page: if it changes, edit the source and paste the address again to reimport. - **"Arquivo" (File)**: PDF, DOCX, MD, TXT, XLSX or CSV, up to 10MB. Ideal for a catalog, terms table, and manual that already exist as a document. A spreadsheet goes in one row per sentence ("Product: Losartan 50mg · Price: 12.90"), with the first row as the header — that is how the customer's question finds the right row. **About a thousand rows fit per file** (it depends on the size of each row): a larger list is split by group, one file per group, and the screen tells you right away how many fit. Removing columns the AI does not use to answer — barcode, internal messages — makes much more fit. **Name the column after what it holds**: with "Discount: 20%" the AI understands right away, "Notes: 20%" is ambiguous. Only the price list? Its place is the catalog, which also imports spreadsheets. > **Modern websites often come back empty:** Many pages build their content in the browser, and in that case the import finds no text at all. The screen warns you and suggests pasting the content into the **"Texto" (Text)** card — it is the right path, not a patch. Open the page, select what matters, paste. It takes a minute and turns out better than the import would. #### Test before the customer does The **"Teste a base" (Test the base)** panel is what turns this registration screen into a tool. Use it every time you add content — it takes ten seconds and it is the only proof that it learned what you meant to teach. 1. **Ask the way a customer would**: "do you guys deliver in curitiba?", not "logistics coverage area". The crooked question is exactly the one that arrives on WhatsApp. 2. **Read what came back**: The passages appear in order, with **"MAIS RELEVANTE" (MOST RELEVANT)** at the top. If the first passage answers the question, the AI will too. 3. **If "Nenhum trecho relevante" (No relevant passage) appears, content is missing**: For that question it has nothing to say and will forward it to a human. Write the missing piece and test again — you have just discovered what the gap is. 4. **Repeat with the day's five questions**: Delivery time, price, payment method, warranty, service region. By covering these five, you remove most of the team's pointless handoffs. > **There is no list of unanswered questions:** The dashboard does not keep a report of what it could not answer. The closest relative is **"Teste a base" (Test the base)**, which answers a question that **you** typed. To find the real gaps, read the conversations in the [Inbox](https://attendto.com.br/en/manual/inbox) and what falls under [Handoff to a human](https://attendto.com.br/en/manual/handoff): the topic that calls a human the most is the hole in your base. #### A document that applies to only one account If you serve through more than one account, each document can apply **only to the accounts you check**. This is the case for anyone with two brands or two franchises in the same dashboard: the exchange policy applies to everyone, but only the branch should answer about the branch's menu. The choice is in the form, under **"Onde esta fonte vale" (Where this source applies)**, and appears when more than one account is connected — with a single account there is nothing to separate. When editing a source that **already has** a scope, the choice appears anyway, so you can undo it. Each source in the list shows its scope: `todas as contas` or the names of the checked accounts. > **If you check nothing, it applies to all:** That is the default, and it is how your whole base is today — nothing changes on its own. Checking accounts is what **restricts**; leaving it blank is what opens it to everyone. - **Test as an account**: In the **"Teste a base" (Test the base)** panel, the `Testar como` field asks the question through the eyes of a specific account — that is how you check the scope before the customer checks it for you. `Base inteira` shows everything. - **The simulator and campaigns see everything**: They do not go out through a specific account, so there is nothing to scope. The scope applies where it matters: in the reply to the lead, which always arrives through an account. - **If the account is disconnected**: The source **is not deleted** and the selection remains saved — the list shows the account with the note `(desconectada)`. When the same account is reconnected, the scope applies again on its own. The same reasoning exists for the AI's voice: each account can have its own persona. It is in [Personas A/B](https://attendto.com.br/en/manual/personas). #### Pause and delete > **Delete asks no questions:** One click on **"Excluir" (Delete)** and the source disappears along with everything it taught. No confirmation, no trash, no undo. If the original text is not saved elsewhere, it is gone. When the goal is just to take something out of circulation — the promotion ended, the policy is being rewritten, the document expired — use **"Pausar" (Pause)**. The source gets the **"Pausada" (Paused)** tag, is ignored completely while it stays that way, and **"Ativar" (Activate)** restores everything. It is reversible, and it covers almost every case in which someone would click "Excluir" (Delete). - **"Pausar" (Pause)**: takes it offline, brings it back whenever you want, nothing is lost. - **"Editar" (Edit)**: fixes the content and relearns it in place of the old version. - **"Excluir" (Delete)**: deletes it for good. Save the text first if it does not exist anywhere else. #### When it does not save The screen always shows the same generic message when something goes wrong, so you find the cause by elimination. In this order: - **Unsupported file format.** PDF, DOCX, MD, TXT, XLSX, and CSV are accepted. Images and presentations are not — copy the text and paste it into **"Texto" (Text)**. An old `.xls` spreadsheet (or a Google one) will not open: save it as `.xlsx` or `.csv` and upload it again. - **File larger than 10MB.** A PDF full of images easily goes over. Export only the pages that matter. - **A PDF that is a photo of paper.** A scanned document has no text to read; type or paste the content by hand. - **Text over the limit.** If it goes past about 200 thousand characters, split it into two sources by topic — it works better that way, too. - **An address that does not respond**, or a page without readable text. Check that the address opens in the browser over `https`, with no password and no cookie banner covering the page. #### Who can change things - Adding, editing, pausing, and deleting: account Admin or Owner. - Reading the sources and using **"Teste a base" (Test the base)**: anyone on the team — and it is worth encouraging, because the people who handle conversations know what is missing. In the dashboard: "Abrir a Base de conhecimento" (Open Knowledge base). How people search: ai knowledge base; train ai with company information; teach the ai; faq for chatbot; import website into ai; upload pdf to ai; ai answer based on documents; test ai answer; document for only one whatsapp number; ai source of truth; knowledge base outline. ## Advanced base: company memory, queries to your system, inbound webhooks and AI flows URL: https://attendto.com.br/en/manual/base-avancada Menu: Intelligence > "Base avançada" (Advanced base) The Advanced base is the module that makes the AI learn from conversations (with your approval), query your system during service, keep the catalog up to date on its own, act when your system sends a notice, and follow flows designed node by node. When it appears: The item appears in the menu only when the "Base de conhecimento avançada" (Advanced knowledge base) module is active on the account. Without the module turned on, opening any of its screens takes you to the module page, in "Módulos" (Modules), where it is activated. ### Who can use it - Owner: Sees and uses everything. Only the Owner (the account manager) turns on a sync, publishes actions and flows (even with a failing evaluation), goes back to an old version, takes a flow offline, decides "Aplicar mesmo assim" (Apply anyway) on the safety brake, switches or keeps the spreadsheet, restores the spreadsheet, tests an action that writes, changes the webhook secret, invalidates the old secret, creates a new endpoint, deletes rules and archives anything that already has history. - Admin: Sees the item and all screens. Approves, edits, rejects and archives facts; creates and edits actions, syncs, flows, events and rules; tests actions that only read; pauses, resumes and runs the sync on the spot; ignores a halted round; shows the webhook secret; sees the masked input in "Execuções" (Runs) (it is logged) and permanently deletes what never ran. Does not publish: the dialog warns that only the account manager publishes. - Agent: Does not see the Advanced base item in the menu. If the address of one of the screens is opened, the user is sent back to the start of the dashboard. ### Screens #### "Visão geral" (Overview) The Advanced base Overview screen lets you see at a glance what the module has learned and done: approved facts, queries to your system, success rate, what needs your attention and the health of the connections. Address in the dashboard: `/app/base-avancada` ![Screenshot of the "Visão geral" (Overview) screen. The Advanced base Overview screen lets you see at a glance what the module has learned and done: approved facts, queries to your system, success rate, what needs your attention and the health of the connections.](https://attendto.com.br/prints-do-manual/base-avancada--visao-geral.png) The "Visão geral" (Overview) screen in the demo account, with sample data and blurred values. How to get there: "Base avançada" (Advanced base) menu → "Visão geral" (Overview), or the "Abrir" (Open) button on the module card in "Módulos" (Modules). ##### Module header (on every Advanced base screen) The module name, its status and the tabs that lead to each part. Buttons and actions: - **"Plano e preço" (Plan and price)**: Opens the module page in "Módulos" (Modules), with the plan, what is included and the turn-off button. - **"Nova ação" (New action)**: Opens the choice of action type: "Consultar na hora" (Query on the spot) or "Sincronizar com a base" (Sync with the base). - **"Visão geral" (Overview)**: Tab with the numbers and what the module did over the last few hours. - **"Memória da empresa" (Company memory)**: Tab for the queue of proposed facts; shows how many are waiting for review. - **"Ações" (Actions)**: Tab with the queries and syncs; shows how many exist. - **"Fluxos" (Flows)**: Tab with the AI flows; shows how many exist. - **Webhooks**: Tab for the notices your system sends; shows how many events exist. - **"Execuções" (Runs)**: Tab with every call the AI made to your system and the notices received. Also appears: - "Ativo" (Active) badge or, during the trial period, the days remaining. - Account name and its "Segmento" (Industry) next to the title. - On mobile, the tab strip scrolls sideways and brings the open tab into view. ##### Plan notices They appear at the top when something about the module's plan needs action. Buttons and actions: - **"Recarregar" (Top up)**: Takes you to "Carteira" (Wallet) to top up your balance when there is not enough balance for the module's subscription. - **"Assinar agora" (Subscribe now)** (Owner): During the trial period, when the included queries run out, it confirms the subscription and the syncs start running again. Also appears: - "Saldo insuficiente para a mensalidade" (Insufficient balance for the subscription): the module stays on until the date shown. - Notice that the trial reached the total of included queries and the syncs paused. ##### Module numbers Five indicators at the top of the screen. Also appears: - Approved facts: total, how many this month and how many expired. - The AI started answering: questions that used to go to the team. - Published actions: with the count of drafts and flows. - Queries this month: the queries used and, when the plan has an allowance, the bar showing how much of the included amount has been used. - Success rate: failures and your system's average response time. ##### Replies based on what the AI learned Weekly chart: what the AI answered with an approved fact or a query and what went to the team. Buttons and actions: - **"Ir para a Memória" (Go to Memory)**: On the empty chart, opens "Memória da empresa" (Company memory) so you can approve the first facts. - **"Nova ação" (New action)**: On the empty chart, opens the creation of an action. Also appears: - Legend: Answered by the AI and Went to the team. - The date the module was turned on appears in the corner of the legend. ##### "Agora" (Now) What the module did over the last few hours, from newest to oldest. Buttons and actions: - **"Revisar" (Review)**: When the Curator proposed new facts, opens the "Memória da empresa" (Company memory) queue. Also appears: - Sync rounds: synced, failed, paused by the safety brake, refused due to the plan limit or syncing; the time leads to the sync. - Queries to your system during the conversation; when the system did not respond, the line says the conversation was passed to the team. The time leads to "Execuções" (Runs). - Notices received from your system, with how many leads were notified; the time leads to Webhooks. - Curator readings: how many new facts it proposed and from how many conversations. ##### To do Shortcuts to what needs your attention. Buttons and actions: - **"Revisar ‹n› fatos propostos" (Review ‹n› proposed facts)**: Opens the Memory queue; says how many contradict facts that already exist. - **"Ver “‹sincronização›”" (View “‹sync›”)**: Opens the sync that failed or is paused (brake, spending cap, trial or module turned off). - **"Terminar “‹rascunho›”" (Finish “‹draft›”)**: Opens the draft of a sync or an action so you can finish the steps. - **"Publicar alterações do fluxo" (Publish flow changes)**: Opens the editor of the flow that has changes not yet published. - **"‹n› fatos chegaram à data de revisão" (‹n› facts reached their review date)**: Opens "Aprovados" (Approved): the AI keeps using them, so confirm they are still valid. - **"‹n› fatos venceram" (‹n› facts expired)**: Opens "Vencidos" (Expired) so you can renew or archive them. Also appears: - With nothing pending, the card says "Tudo em dia." (All caught up.) ##### Connection health Each connection to your system, with the rate of successful calls and the average time. Buttons and actions: - **"Mais ações de ‹conexão›" (More actions for ‹connection›)**: Opens the connection menu. - **"Excluir conexão" (Delete connection)**: Opens the delete dialog; a connection used by an action or a sync cannot be removed until you delete or archive whatever uses it. Also appears: - Inbound webhook: a lit dot when it is receiving and the time of the last notice. - With no connections: "Nenhuma conexão ainda." (No connections yet.) ##### Screen states - Loading: Skeletons for the five numbers and the chart. - Nothing here yet: Chart with "Os números aparecem com o uso" (The numbers appear with use) and the shortcuts "Ir para a Memória" (Go to Memory) and "Nova ação" (New action); "Agora" (Now) says nothing happened in the last few hours. - If something goes wrong: "Não foi possível carregar a Visão geral" (Could not load the Overview), with the assurance that facts, syncs and queries keep working and the try-again button. - Failure to open the module: "Não foi possível abrir a Base avançada" (Could not open the Advanced base), saying nothing changed on the account, with the try-again button. #### "Memória da empresa" (Company memory) The "Memória da empresa" (Company memory) screen is for approving, editing or rejecting the facts the Knowledge Curator learned from conversations, and for taking care of approved and expired facts. Address in the dashboard: `/app/base-avancada/memoria` ![Screenshot of the "Memória da empresa" (Company memory) screen. The "Memória da empresa" (Company memory) screen is for approving, editing or rejecting the facts the Knowledge Curator learned from conversations, and for taking care of approved and expired facts.](https://attendto.com.br/prints-do-manual/base-avancada--memoria.png) The "Memória da empresa" (Company memory) screen in the demo account, with sample data and blurred values. How to get there: "Base avançada" (Advanced base) menu → "Memória da empresa" (Company memory) (the number next to it counts the facts to review). ##### Memory tabs Buttons and actions: - **"Para revisar" (To review)**: Shows the queue of proposed facts, with the count. - **"Aprovados" (Approved)**: Shows the table of facts the AI uses, with the count. - **"Vencidos" (Expired)**: Shows the facts whose validity has passed, so you can renew them. Also appears: - Keyboard shortcuts in the queue: A to approve, E to edit, R to reject, J and K to move between cards (they do not apply inside a field). ##### Proposed fact card Each proposed fact, with its source, the Curator's confidence and the actions. Fields and filters: - **"Categoria" (Category)**: Those for your "Segmento" (Industry), plus Others. The Curator chooses; you change it here (it appears on the focused card). - **"Validade" (Validity)**: No expiry, Until a date or Review in 90 days. - **"Vale até" (Valid until)**: The date the fact goes out of use, when the validity is Until a date. Buttons and actions: - **"Aprovar" (Approve)**: The AI and the Auditor start using the fact from the next message. - **"Aprovar e substituir" (Approve and replace)**: Appears when the fact contradicts an approved one: approves this one and archives the old one. - **"Editar" (Edit)**: Makes the fact text editable on the card itself. - **"Pronto" (Done)**: Ends editing and saves the adjusted text; after that you only need to approve. - **"Recusar" (Reject)**: Removes the fact from the queue; the Curator does not propose the same sentence again. - **"A mesma pergunta em mais ‹n› conversas" (The same question in ‹n› more conversations)**: Opens the fact drawer with all the source conversations. Also appears: - Source badge: unanswered question, agent reply, blocked by the Auditor or spreadsheet. - The source conversation: what the lead asked, what the AI was going to say and what the team answered. - Notice "Contradiz um fato aprovado" (Contradicts an approved fact) with the old text, or "Vence sozinho em" (Expires on its own on) when the Curator found the date in the sentence. - The Curator's confidence meter, as a percentage. ##### How the memory works and Where they came from The side panel of the queue. Also appears: - The rules: the Curator proposes and only you or a manager approves; the Auditor checks every reply; a fact with an expiry goes out of use the day after it expires; the lead's personal data never becomes a fact. - Where the facts proposed in the last 30 days came from, by source, and the proportion approved and rejected. ##### "Aprovados" (Approved) The table of facts the AI uses. Fields and filters: - **"Buscar fato" (Search fact)**: Search within the text of approved facts. - **"Fato" (Fact)**: The text and the source (conversations and who approved it). - **"Categoria" (Category)**: The category of the fact. - **"Validade" (Validity)**: No expiry, Expires on or Review on, with the date. - **"Usado" (Used)**: How many times the AI used the fact. - **"Aprovado" (Approved)**: The approval date. Buttons and actions: - **"Todas" (All)**: Shows facts from all categories; next to it, one button per category filters the table. - **"Ver mais" (See more)**: Loads more approved facts. Also appears: - Clicking a row (or Enter) opens the fact drawer. ##### "Vencidos" (Expired) Facts whose validity has passed and which the AI stopped using. Fields and filters: - **"Validade" (Validity)**: The new validity of the renewed fact. - **"Vale até" (Valid until)**: Required when the validity is Until a date. Buttons and actions: - **"Renovar" (Renew)**: Opens the Renew the fact box, with the new validity; confirming makes the AI use it again from the next message. - **"Cancelar" (Cancel)**: Closes the box without renewing. ##### Fact drawer Opens from the table or from the conversations link; shows everything about a fact. Fields and filters: - **"Texto do fato" (Fact text)** (required): The text the AI uses. - **"Categoria" (Category)**: The category of the fact. - **"Validade" (Validity)**: No expiry, Until a date or Review in 90 days. - **"Vale até" (Valid until)**: The end date, when the validity is Until a date. Buttons and actions: - **"Editar" (Edit)**: Opens the fact form; the new text takes effect immediately and goes into the history. - **"Arquivar" (Archive)**: Asks "Arquivar o fato?" (Archive the fact?); once confirmed, the AI stops using it and the fact leaves the table but stays in the audit trail. - **"Abrir" (Open)**: Opens the source conversation in the Inbox. - **"Salvar" (Save)**: Saves the edited text, category and validity. - **"Cancelar" (Cancel)**: Leaves editing without saving. Also appears: - Validity, Approved by, Proposed by the Knowledge Curator (with its confidence) and "Usado" (Used) (AI replies and Auditor checks). - Source conversations and the fact's History, from newest to oldest. ##### Screen states - Loading: Skeletons of the fact cards. - Nothing here yet: In the queue: "Tudo revisado" (All reviewed), with the button to see the approved ones. In "Aprovados" (Approved): "Nenhum fato aprovado ainda" (No approved facts yet) or "Nenhum fato com essa busca" (No facts match this search). In Vencidos: "Nenhum fato vencido" (No expired facts). - If something goes wrong: "Não foi possível carregar os fatos para revisar" (Could not load the facts to review) (the approved ones remain in effect), with the try-again button. #### "Ações no seu sistema" (Actions in your system) The "Ações" (Actions) screen is for viewing and creating what the AI queries in your system during the conversation or syncs with the base, starting from scratch or from a ready-made template for your "Segmento" (Industry). Address in the dashboard: `/app/base-avancada/acoes` ![Screenshot of the "Ações no seu sistema" (Actions in your system) screen. The "Ações" (Actions) screen is for viewing and creating what the AI queries in your system during the conversation or syncs with the base, starting from scratch or from a ready-made template for your "Segmento" (Industry).](https://attendto.com.br/prints-do-manual/base-avancada--acoes.png) The "Ações no seu sistema" (Actions in your system) screen in the demo account, with sample data and blurred values. How to get there: "Base avançada" (Advanced base) menu → "Ações" (Actions). ##### Your actions Buttons and actions: - **"Nova ação" (New action)**: Opens the choice of action type. - **"Criar consulta" (Create query)**: "Consultar na hora" (Query on the spot) card: opens the type choice with the query already selected. - **"Criar sincronização" (Create sync)**: "Sincronizar com a base" (Sync with the base) card: opens the sync creation directly. - **"Excluir ação" (Delete action)**: In the query card's menu, opens the delete or archive dialog. Also appears: - Card for each sync: status (Draft, Syncing every so many hours, Paused, Last round failed), how many items it pulled and to where, and when it last ran. A draft opens editing; one that is on opens the sync. - Card for each query: Published with the version or Draft, whether it only reads or writes (the lead confirms) and the month's calls with the success rate. Clicking opens the editor. ##### Start from a template Ready-made actions by industry: you only point to your system's address. Buttons and actions: - **"Todos" (All)**: Shows the templates for all industries; next to it, one button per industry filters them. - **"Usar" (Use)**: Creates the action draft filled in by the template and opens the editor. - **"Criar" (Create)**: On the "Criar do zero" (Start from scratch) card, creates an empty action (any API that responds in JSON) and opens the editor. Also appears: - Each template shows who it is for and whether it only reads or also writes. ##### Screen states - Loading: Skeletons of the cards. - Nothing here yet: "Nenhuma ação ainda" (No actions yet), suggesting you start from a template or sync a list from your system. - If something goes wrong: "Não foi possível carregar as suas ações" (Could not load your actions) (queries and syncs keep working). If only the templates fail: "Não foi possível carregar os modelos" (Could not load the templates), and you can still create from scratch. #### "Nova ação" (New action) The "Nova ação" (New action) screen is for deciding the type of action: query your system on the spot, during the conversation, or sync an entire list with the base from time to time. Address in the dashboard: `/app/base-avancada/acoes/nova` ![Screenshot of the "Nova ação" (New action) screen. The "Nova ação" (New action) screen is for deciding the type of action: query your system on the spot, during the conversation, or sync an entire list with the base from time to time.](https://attendto.com.br/prints-do-manual/base-avancada--nova-acao.png) The "Nova ação" (New action) screen in the demo account, with sample data and blurred values. How to get there: "Nova ação" (New action) button in the module header, in "Visão geral" (Overview) or in "Ações" (Actions); or "Trocar o tipo" (Change type), inside an editor. ##### What will this action do? Buttons and actions: - **"Consultar na hora" (Query on the spot)**: Chooses the query: the AI asks your system while talking to the lead (runs on every question, counts 1 query per call). - **"Sincronizar com a base" (Sync with the base)**: Chooses the sync: the whole list is pulled every 1, 6 or 12 hours, or 1 time a day, and replaces the spreadsheet you upload by hand. - **"Cancelar" (Cancel)**: Goes back to "Ações" (Actions). - **"Continuar com “‹tipo›”" (Continue with “‹type›”)**: For the query, creates the draft and opens the editor; for the sync, opens the sync creation. Also appears: - Fixed tip: you can use both together, syncing the catalog and querying only the store's stock on the spot. #### "Nova sincronização" (New sync) The "Nova sincronização" (New sync) screen is for connecting a list from your system (catalog, prices, service table) to the base, in six steps, with a list test and a preview of how the AI will read each item. Address in the dashboard: `/app/base-avancada/sincronizacoes/nova` ![Screenshot of the "Nova sincronização" (New sync) screen. The "Nova sincronização" (New sync) screen is for connecting a list from your system (catalog, prices, service table) to the base, in six steps, with a list test and a preview of how the AI will read each item.](https://attendto.com.br/prints-do-manual/base-avancada--nova-sincronizacao.png) The "Nova sincronização" (New sync) screen in the demo account, with sample data and blurred values. How to get there: "Ações" (Actions) → "Criar sincronização" (Create sync), or "Nova ação" (New action) → "Sincronizar com a base" (Sync with the base) → "Continuar" (Continue). The spreadsheet notice in the "Base de conhecimento" (Knowledge base) also opens this screen, with the comparison. ##### "Cabeçalho" (Header) Fields and filters: - **"Nome da sincronização" (Sync name)** (required): The editable title at the top; it cannot be left empty. Buttons and actions: - **"Trocar o tipo" (Change type)**: Goes back to the action type choice. - **"Ligar e sincronizar agora" (Turn on and sync now)** (Owner): Saves, turns on the sync and runs the first round; with a spreadsheet to replace, it takes you to the comparison first. It is blocked if the list exceeds the plan limit. Also appears: - Badges "Sincronizar com a base" (Sync with the base) and Draft, and the "saved ago" of the autosave (or the reason it did not save). - For anyone who is not the Owner, in place of the button: "Só o responsável pela conta liga a sincronização." (Only the account manager turns on the sync.) ##### Spreadsheet notice Appears when you have imported a spreadsheet into the "Base de conhecimento" (Knowledge base). Buttons and actions: - **"Ver a comparação" (See comparison)**: Tests the list and opens the "Trocar a planilha" (Change the spreadsheet) screen with the column-by-column comparison. ##### Steps The strip with the six steps; a completed one gets a mark and clicking scrolls to it. Buttons and actions: - **"Conexão" (Connection)**: Goes to step 1. - **"Lista" (List)**: Goes to step 2. - **"Campos" (Fields)**: Goes to step 3. - **"Destino" (Destination)**: Goes to step 4. - **"Frequência" (Frequency)**: Goes to step 5. - **"Itens que somem" (Items that disappear)**: Goes to step 6. ##### 1 · Connection The same vault as the other actions; the token never appears again. Fields and filters: - **"Nome da conexão" (Connection name)**: Appears in notices, such as "Sistema da loja não respondeu" (Store system did not respond). - **"Cabeçalho do token" (Token header)**: The header the token goes in (it already comes as Authorization). - **Token**: Goes to the vault and never appears again. Buttons and actions: - **"Guardar no cofre" (Store in vault)**: Stores the token encrypted; the step badge becomes Connected. - **"Trocar" (Change)**: With a token already stored, opens the fields to store another one. - **"Cancelar" (Cancel)**: Gives up on changing the token. - **"Usar “‹conexão›”" (Use “‹connection›”)**: When the address already has a connection on the account, it starts using that same one, without creating an identical one. ##### 2 · List address Where the entire list comes from; if it arrives in pages, reading continues to the last one. Fields and filters: - **"Método" (Method)**: Always GET: the sync only reads. - **"Endereço" (Endpoint)** (required): The list's address in your system. - **"Paginação" (Pagination)**: Automatic (shows what the test detected), Cursor (next field) or No pagination. - **"Onde está a lista na resposta" (Where the list is in the response)**: The path to the list within the response, such as dados.produtos. Buttons and actions: - **"Testar a lista" (Test the list)**: Reads all pages, shows progress page by page and, at the end, how many pages and items came back and how long it took. Testing does not count as a query. Also appears: - If the list has more items than the plan syncs, the notice "A lista passou do limite do plano" (The list exceeded the plan limit) suggests filtering the address. ##### 3 · Fields · what the AI reads The columns of your system, with a suggested name in Portuguese. Fields and filters: - **"Coluna no seu sistema" (Column in your system)**: The column name as it comes from the system. - **"Exemplo" (Example)**: An example value read during the test. - **"Nome que a IA lê" (Name the AI reads)**: The name in Portuguese of that column; the Key column appears as an internal code. - **"Papel" (Role)**: Name, Price, Stock, Key or Other. One column must be the Key of each item and another the Name. - **"Usar" (Use)**: Switch: whatever is hidden does not reach the AI or show up for the lead. ##### 4 · Destination Fields and filters: - **"Coleção" (Collection)**: In the catalog, the collection the items go into. Buttons and actions: - **"Catálogo de produtos" (Product catalog)**: One item per product, with price and stock; the AI builds the order from it. - **"Base de conhecimento" (Knowledge base)**: One snippet per row, as in the spreadsheet import. ##### 5 · Frequency Buttons and actions: - **"A cada ‹n› h" (Every ‹n› h)**: Fetches the list every 1, 6 or 12 hours. - **"1 vez por dia" (1x per day)**: Fetches the list once a day. Also appears: - The upcoming rounds, the queries per day and the forecast of queries for the month (no charge when the module is included in the plan). ##### 6 · Item that disappeared from your system Buttons and actions: - **"Marcar como indisponível" (Mark as unavailable)**: The AI says it is out of stock and offers to notify when it comes back. - **"Tirar da base" (Remove from the base)**: The item disappears for good and the AI starts saying it does not carry it. - **"Freio de segurança" (Safety brake)**: Switch: if more than 20% of the items disappear in one round, the sync pauses and warns you before changing the base. ##### How the AI will read it The fixed side panel, with the preview of the first items and the summary. Also appears: - The first items with the chosen names; it warns when the names come in capital letters and the AI reads them in normal case. - Items (out of the total the plan allows), Per round (pages and queries) and Agent: Actions Operator (on your company's model, when the account uses its own AI). ##### Screen states - Loading: Skeletons of the title and steps, when a draft that was already saved is opened. - If something goes wrong: "Não foi possível abrir a sincronização" (Could not open the sync), saying nothing changed in it. A save failure appears next to the title, and what you wrote stays on screen. - Before the test: Step 3 tells you to test the list in step 2, and the preview asks for the test. - The Key column is missing: "Escolha a coluna que é a chave de cada item (o papel “Chave”)." (Choose the column that is the key of each item (the “Key” role).) #### "Sincronização" (Sync) The "Sincronização" (Sync) screen is for following a sync that is on: the last and next round, what changed item by item, the round history and the decisions when something goes wrong. Address in the dashboard: `/app/base-avancada/sincronizacoes/‹…›` How to get there: Click the card of a sync that is on in "Ações" (Actions), or the time of a round in "Visão geral" (Overview). ##### "Cabeçalho" (Header) Buttons and actions: - **"Editar" (Edit)**: Opens the sync editing in six steps. - **"Pausar" (Pause)**: Stops the rounds; the AI keeps using the last good version. - **"Retomar" (Resume)**: Goes back to running on schedule. - **"Sincronizar agora" (Sync now)**: Runs a round outside the schedule; the button shows "Sincronizando… página ‹n› de ‹total›" (Syncing… page ‹n› of ‹total›). It is blocked while the sync is paused or halted. Also appears: - Status badge and the "system → destination" path (Knowledge base or Catalog with the collection). ##### Round notices Buttons and actions: - **"Aplicar mesmo assim" (Apply anyway)** (Owner): On the safety brake, applies the round that removed many items at once. - **"Ignorar esta rodada" (Skip this round)**: On the safety brake, discards the round; nothing changes in the base and the next one runs on schedule. - **"Tentar agora" (Try now)**: After a failure, runs again right away. - **"Ajustar o teto" (Adjust the limit)**: With the sync paused by the spending cap, opens "Configurações" (Settings) at the billing section. Also appears: - Round paused by the brake: says what percentage of the items disappeared at once and that nothing changed in the base. - Round refused: the list exceeded the plan limit; nothing changed. - Round that failed: the AI keeps the last good version, the platform tries again in 15 minutes and, on the third failure, you receive an email. - The plan notices (balance for the subscription, trial queries) also appear here. ##### Last round numbers Also appears: - Last sync (time, day, duration, pages), Next (or "paused"), "Novos" (New), Changed (prices and stock set to zero) and "Indisponíveis" (Unavailable) (disappeared from the system). ##### What changed in the last round Fields and filters: - **"Produto" (Product)**: The item name (Item, when the destination is the "Base de conhecimento" (Knowledge base)). - **"Mudança" (Change)**: The type: new, price, stock, changed, stock zeroed, unavailable or removed. - **"Antes" (Before)**: The previous value. - **"Agora" (Now)**: The new value; for unavailable, that the AI offers to notify. Buttons and actions: - **"Tudo" (All)**: Shows all changes. - **"Preço" (Price)**: Only the items whose price changed. - **"Novos" (New)**: Only the items that came in. - **"Indisponíveis" (Unavailable)**: Only the items that did not come in the list. ##### Rounds Buttons and actions: - **"Ver" (View)**: On a round paused by the brake, scrolls to the notice with the decision. Also appears: - Each round with day and time, whether it was manual, applied anyway, ignored, failed or was refused, and the duration. ##### Summary Buttons and actions: - **"Voltar a planilha" (Back to the spreadsheet)** (Owner): Asks "Voltar a planilha?" (Restore the spreadsheet?); once confirmed, the spreadsheet goes back to the base and the sync pauses. - **"Cancelar" (Cancel)**: Closes the confirmation without restoring the spreadsheet. Also appears: - In the catalog (or In the base): items and unavailable ones, and how many items are awaiting text review. - This month: rounds and queries. - Spreadsheet: when it left and until when it is kept. ##### Screen states - Loading: Skeletons of the title and cards. - Nothing here yet: "A primeira rodada mostra aqui cada item que entrou, mudou de preço ou sumiu." (The first round shows here each item that came in, changed price or disappeared.) and "A primeira rodada aparece aqui assim que terminar." (The first round appears here as soon as it finishes.) - If something goes wrong: "Não foi possível abrir a sincronização" (Could not open the sync) (it keeps running on schedule), with the try-again button. #### "Editar sincronização" (Edit sync) The "Editar sincronização" (Edit sync) screen is for changing the connection, the list, the fields, the destination, the frequency or what to do with items that disappear, or for finishing a draft. Address in the dashboard: `/app/base-avancada/sincronizacoes/‹…›/editar` How to get there: "Editar" (Edit) button on the sync, the card of a draft in "Ações" (Actions), or Finish in "Visão geral" (Overview). ##### The six steps The same steps and fields as the New sync, already filled in and saved automatically. Buttons and actions: - **"Ver a sincronização" (View the sync)**: With the sync already on, goes back to its screen. - **"Ligar e sincronizar agora" (Turn on and sync now)** (Owner): On a draft, turns it on and runs the first round. - **"Trocar o tipo" (Change type)**: Goes back to the action type choice. - **"Testar a lista" (Test the list)**: Reads the list again and updates the columns and the preview. Also appears: - The badge shows On or Draft; the path at the top says Edit sync or New sync. ##### Screen states - Loading: Skeletons of the title and steps. - If something goes wrong: "Não foi possível abrir a sincronização" (Could not open the sync), saying nothing changed in it. #### "Trocar a planilha" (Change the spreadsheet) The "Trocar a planilha" (Change the spreadsheet) screen is for comparing the spreadsheet you imported into the "Base de conhecimento" (Knowledge base) with your system's list and deciding to switch to the sync or keep the spreadsheet for now. Address in the dashboard: `/app/base-avancada/sincronizacoes/‹…›/trocar-planilha` How to get there: "Ver a comparação" (See comparison), in the spreadsheet notice; or "Ligar e sincronizar agora" (Turn on and sync now) on a sync that came from a spreadsheet. ##### The switch Also appears: - The spreadsheet (when and by whom it was imported, rows and how many days old the prices are) next to the sync (items now and frequency). - The spreadsheet stays in effect until the first sync finishes successfully; only then does it go out and get kept for 30 days. ##### Column comparison Fields and filters: - **"Na planilha" (In the spreadsheet)**: The spreadsheet column (or "não tinha" (it had none), for a new column). - **"No sistema" (In the system)**: The matching column in the system, or "não existe no sistema" (does not exist in the system). - **"Nome que a IA lê" (Name the AI reads)**: The field's name in Portuguese. - **"Situação" (Status)**: matches, matches with prices that changed, becomes a fact, empty or new. Also appears: - A column with text that does not exist in the system becomes facts in "Memória da empresa" (Company memory), for you to approve. ##### How the switch happens Buttons and actions: - **"Trocar pela sincronização" (Switch to sync)** (Owner): Turns on the sync and waits for the first round: if it finished well, it opens the sync; if it errored, nothing changes and the notice appears. - **"Manter a planilha por enquanto" (Keep the spreadsheet for now)** (Owner): Leaves the sync as a draft and goes back to "Ações" (Actions). - **"Nova sincronização" (New sync)**: In the path at the top, goes back to the sync creation. Also appears: - For anyone who is not the Owner: "Só o responsável pela conta troca a planilha pela sincronização ou decide manter." (Only the account manager switches the spreadsheet to the sync or decides to keep it.) ##### Screen states - Loading: Skeletons; during the test, "Comparando as colunas da planilha com a lista do sistema…" (Comparing the spreadsheet columns with the system list…). - If something goes wrong: "Não foi possível carregar a comparação" (Could not load the comparison) (the spreadsheet stays in effect). - The first round failed: "A primeira sincronização não terminou bem" (The first sync did not finish well): nothing changed and the spreadsheet stays in effect. - No list test: Asks you to test the list when creating the sync. #### "Editar ação" (Edit action) The "Editar ação" (Edit action) screen is for setting up a query to your system in steps: the connection, what the AI collects from the lead, what it can use from the response and when to call, with autosave and versions. Address in the dashboard: `/app/base-avancada/acoes/consultas/‹…›` How to get there: Click the card of a query in "Ações" (Actions), use a template, "Criar do zero" (Start from scratch), or "Abrir a ação" (Open the action) in a flow's inspector. ##### "Cabeçalho" (Header) Fields and filters: - **"Nome da ação" (Action name)** (required): The editable title; it cannot be left empty. Buttons and actions: - **"v‹n› publicada" (v‹n› published)**: Badge of the live version; clicking opens the Versions drawer. - **"Testar" (Test)**: Saves and opens the action test. - **"Publicar v‹n›" (Publish v‹n›)**: Saves and opens the publish dialog; it is disabled when nothing has changed since the published version. Also appears: - Badges Draft and Unpublished changes, and the "saved ago" of the autosave. ##### Action steps Buttons and actions: - **"Conexão" (Connection)**: Goes to step 1. - **"Entrada" (Input)**: Goes to step 2. - **"Resposta" (Response)**: Goes to step 3. - **"Quando usar" (When to use)**: Goes to step 4 and, if the intents are empty, asks the Actions Operator for a suggestion. - **"Testar" (Test)**: Opens the test. - **"Publicar" (Publish)**: Opens the publish dialog. ##### Connection to your system Fields and filters: - **"Método" (Method)**: GET to query, POST to write (POST marks the action as "writes"). - **"Endereço" (Endpoint)**: Your system's address, with the fields between braces, such as {cep}. Below, "Vai chamar" (Will call) shows the address with example values. - **"Corpo da chamada (JSON)" (Request body (JSON))**: POST only; it must be a JSON object and accepts {campo} for what the AI collects. - **"Cabeçalho" (Header)**: The token header. - **Token**: It goes encrypted to the vault; nobody on the team sees it again, nor does the AI. - **"Tempo limite" (Timeout)**: 5 seconds, 8 seconds or 15 seconds; beyond that, the AI says it will confirm and calls the team. Buttons and actions: - **"Trocar o tipo" (Change type)**: Goes back to the action type choice. - **"Guardar token" (Store token)**: Opens the token fields when there is not one yet. - **"Trocar" (Change)**: Opens the fields to change the stored token. - **"Guardar no cofre" (Store in vault)**: Stores the token. - **"Cancelar" (Cancel)**: Gives up on storing the token. - **"Só consulta" (Read-only)**: The action only reads from your system. - **"Grava no meu sistema" (Writes to my system)**: The action writes; the AI asks the lead for confirmation before each call. Also appears: - When the address already has a connection on the account, the notice says this action uses that same one, with its token. ##### Input · what the AI collects from the lead Fields and filters: - **"Campo" (Field)**: The field's technical name and, below it, the label in Portuguese. - **"Formato" (Format)**: CEP, number, CPF, CNPJ, date, email, phone or text. - **"Como a IA pede" (How the AI asks)**: The sentence the AI uses to ask for the data; if empty, it does not ask and uses it if the lead says it. - **"Obrigatório" (Required)**: Switch: the AI never calls with an empty required field; it asks first. Buttons and actions: - **"Campo" (Field)**: Adds an input field. - **"Tirar o campo ‹campo›" (Remove the ‹field› field)**: Removes the field from the input. Also appears: - Red warning when the action looks up by CPF without sending the lead's phone: anyone who typed a CPF would see the data of its owner. ##### "Resposta" (Response) · what the AI can use Buttons and actions: - **"usa" (uses)**: Clicking hides the response field: the AI never sees what is hidden. - **"oculto" (hidden)**: Clicking makes the field available for the AI to use. - **"Editar o rótulo de ‹campo›" (Edit the label of ‹field›)**: Opens the field's name in Portuguese for editing. - **"Testar" (Test)**: With the response still empty, opens the test so you can read the real response. Also appears: - Shows the day the response was read in a real test. ##### "Quando usar" (When to use) Fields and filters: - **"Descrição" (Description)**: How you would explain to a new agent when to call the action. - **"A IA consulta quando o lead…" (The AI queries when the lead…)**: The intents: question about a product or service, asks the price, wants to buy or hire, wants to book a time, is already a customer and asks for help. Outside these, the AI does not even consider the action. - **"Frases de exemplo · deve chamar" (Example phrases · should call)**: Phrases that should trigger the action. - **"Frases de exemplo · não deve chamar" (Example phrases · should not call)**: Phrases that should not trigger it. Buttons and actions: - **"Frase" (Phrase)**: Adds an example phrase (Enter saves, Esc cancels). ##### How the AI will use it and "Avaliações" (Evaluations) The side panel with a summary of what is configured. Also appears: - "Chama" (Calls), "Pede ao lead" (Asks the lead), "Pode dizer" (Can say), "Nunca vê" (Never sees) (the hidden fields and the token), "Antes de chamar" (Before calling) (in the action that writes), "Se falhar" (If it fails) and "Modelo" (Model) (on Enterprise, set in "Roteamento" (Routing) → "Operador de ações na conversa" (In-conversation Action Operator)). - "Avaliações" (Evaluations): the sample conversations, each one marked "passou" (passed), "revisar" (review), "falhou" (failed) or "a rodar" (to run). ##### End of the page and the "Versões" (Versions) drawer Buttons and actions: - **"Excluir ação" (Delete action)**: Opens the delete or archive dialog; then returns to "Ações" (Actions). - **"Ver" (View)**: In the "Versões" (Versions) drawer, shows that version's configuration. - **"Voltar para esta" (Go back to this one)** (Owner): Asks whether you want to go back; the old version becomes the next one and the AI starts using it on the next message. An action that writes asks for the two-step code. Also appears: - Each version with who published it and when, the in-use badge and the notice for a version published with a failure. ##### "Publicar a versão" (Publish the version) dialog Runs the evaluations against your system (read-only) and shows what changes since the previous version. Fields and filters: - **"Código de verificação" (Verification code)**: In the action that writes, the code from the Owner's two-step verification app. Buttons and actions: - **"Corrigir antes" (Fix first)**: Closes the dialog without publishing. - **"Publicar" (Publish)** (Owner): Publishes the new version; the AI uses it starting with the next message. - **"Publicar assim mesmo" (Publish anyway)** (Owner): With a failing evaluation, publishes anyway and it is logged. Also appears: - "Rodando as avaliações no seu sistema… ‹n› de ‹total›" (Running the evaluations on your system… ‹n› of ‹total›) while they run. - Without two-step verification turned on, the notice tells you to turn it on in "Configurações" (Settings) → "Segurança" (Security) to publish an action that writes. - For anyone who is not the Owner: "Só o responsável pela conta publica. Você pode testar e deixar tudo pronto." (Only the account manager publishes. You can test and get everything ready.) ##### Screen states - Loading: Skeleton placeholders for the title and the editor. - If something goes wrong: "Não foi possível abrir esta ação" (Could not open this action) (it may have been deleted or the connection dropped). A failure to save appears next to the title, and what you wrote stays on the screen. #### "Testar ação" (Test action) The "Testar ação" (Test action) screen is for calling your system for real with sample data and seeing the request, the response and what the AI would say in a simulated conversation, without sending anything to any lead. Address in the dashboard: `/app/base-avancada/acoes/consultas/‹…›/testar` How to get there: The "Testar" (Test) button in the action editor, step 5, or "Testar só este nó" (Test only this node) in a flow's inspector. ##### "Cabeçalho" (Header) Buttons and actions: - **"Voltar a editar" (Back to editing)**: Returns to the action editor. - **"Publicar v‹n›" (Publish v‹n›)**: Opens the publish dialog (the same one as in the editor). ##### "Entrada do teste" (Test input) Fields and filters: - **"‹campo›" (‹field›)**: One field for each input value, with sample values. - **"‹variável› (teste)" (‹variable› (test))**: The lead's phone or name used in the test; in the conversation, they come from the real lead. - **"Fala do lead" (Lead's message)**: What the lead would say; changing the message or a field switches the scenario to "Entrada digitada" (Typed input). Buttons and actions: - **"Entrada digitada" (Typed input)**: Uses the typed values. - **"‹avaliação›" (‹evaluation›)**: Under "Cenário de exemplo" (Sample scenario), loads the input and the message from a saved evaluation. - **"Executar teste" (Run test)**: Calls your system and builds the simulated conversation. - **"Entendo que este teste grava de verdade no meu sistema" (I understand this test really writes to my system)** (Owner): In the action that writes, the mandatory confirmation, together with the two-step code. Also appears: - In the action that writes, anyone who is not the Owner sees: "só o responsável pela conta testa, com o código de 2 etapas." (only the account manager tests, with the 2-step code.) ##### "Requisição" (Request), "Resposta" (Response) and "O que a IA diria" (What the AI would say) Fields and filters: - **"Código de verificação" (Verification code)**: In the action that writes, the code from the verification app. Buttons and actions: - **"Conferir também os valores que voltaram" (Also check the values that came back)**: Makes the saved evaluation also check the response values, not just the decision. - **"Salvar como avaliação" (Save as evaluation)**: Saves the conversation as an example; it runs again with every publication. Also appears: - Request with the token hidden. - Response with the code and the time; a timeout or an error says the call does not count against the allowance. - Simulated conversation with the AI's name, the action line and the note on how the AI decided. ##### Screen states - Loading: Skeleton placeholders for the title and the panels. - Nothing here yet: Before the test: "A requisição aparece aqui" (The request appears here) and "A conversa aparece aqui depois do teste." (The conversation appears here after the test.) - If something goes wrong: "Não foi possível abrir o teste desta ação" (Could not open this action's test), with the try-again button. #### "Execuções" (Runs) The "Execuções" (Runs) screen is for seeing each call the AI made to your system in conversations, with the action, the masked input, the result and the time, and the notices your system sent. Address in the dashboard: `/app/base-avancada/execucoes` ![Screenshot of the "Execuções" (Runs) screen. The "Execuções" (Runs) screen is for seeing each call the AI made to your system in conversations, with the action, the masked input, the result and the time, and the notices your system sent.](https://attendto.com.br/prints-do-manual/base-avancada--execucoes.png) The "Execuções" (Runs) screen in the demo account, with sample data and blurred values. How to get there: The "Execuções" (Runs) tab in the header of "Base avançada" (Advanced base), or the time of a lookup in "Visão geral" (Overview). ##### Filters Buttons and actions: - **"Todas" (All)**: Shows all the calls, with the count. - **"Com falha" (Failed)**: Only the calls that failed. - **"Avisos recebidos" (Notices received)**: Swaps the table for the list of notices from your system, with how many messages went out. The number shows "100+" when there are more notices than the list holds. - **"‹ação›" (‹action›)**: One button per action filters that action's calls. - **"Exportar" (Export)**: Downloads the runs spreadsheet with the chosen filter. ##### Table of "Execuções" (Runs) Fields and filters: - **"Quando" (When)**: Date and time of the call. - **"Ação" (Action)**: The name and version of the action. - **"Conversa" (Conversation)**: The conversation's lead; "Primeira mensagem do lead" (Lead's first message) when the lookup ran before the conversation existed; "conversa excluída" (conversation deleted) when it was deleted afterward. - **"Entrada" (Input)**: What was sent, with personal data masked; the manager clicks to view it, and that is logged. - **"Resultado" (Result)**: The code and a summary of the response, or the reason it did not run. - **"Tempo" (Time)**: In milliseconds. - **"Custo" (Cost)**: What the call consumed from the plan. Buttons and actions: - **"Ver a entrada de ‹ação› (fica registrado)" (View the input of ‹action› (it gets logged))** (Owner, Admin): Shows the unmasked input while the mouse is over it. - **"Mostrar mais" (Show more)**: Loads more runs. Also appears: - Fixed note: failures do not count against the allowance. ##### Screen states - Loading: Skeleton rows. - Nothing here yet: "Nenhuma execução ainda" (No runs yet) (each call appears live), "Nenhuma falha" (No failures) in the failures filter and "Nenhum aviso recebido" (No notice received) in the notices. - If something goes wrong: "Não foi possível carregar as execuções" (Could not load the runs) (lookups keep running in the conversations). #### "Fluxos" (Flows) The "Fluxos" (Flows) screen is for viewing and creating the paths the AI follows when something happens: a message from the lead, a notice from your system, a time of day or a service event. Address in the dashboard: `/app/base-avancada/fluxos` ![Screenshot of the "Fluxos" (Flows) screen. The "Fluxos" (Flows) screen is for viewing and creating the paths the AI follows when something happens: a message from the lead, a notice from your system, a time of day or a service event.](https://attendto.com.br/prints-do-manual/base-avancada--fluxos.png) The "Fluxos" (Flows) screen in the demo account, with sample data and blurred values. How to get there: Menu "Base avançada" (Advanced base) → "Fluxos" (Flows). ##### "Seus fluxos" (Your flows) Buttons and actions: - **"Novo fluxo" (New flow)**: Opens the dialog to name the flow and choose the trigger. - **"Mais ações de ‹fluxo›" (More actions for ‹flow›)**: Opens the card menu. - **"Excluir fluxo" (Delete flow)**: Opens the dialog to delete or archive the flow. Also appears: - Each flow's card: "Publicado" (Published) with the version, "Alterações não publicadas" (Unpublished changes), "Rascunho" (Draft) or "Fora do ar" (Offline); the trigger (in a published flow, the live version's trigger); the summary and the conversations (and errors) from the last 24 hours, or when it was last edited. Clicking opens the editor. ##### "Novo fluxo" (New flow) dialog Fields and filters: - **"Nome" (Name)**: The flow's name; if left empty, it is created as "Novo fluxo" (New flow). Buttons and actions: - **"Mensagem do lead" (Lead's message)**: Trigger that runs before the AI's normal service. - **"Aviso do seu sistema" (Notice from your system)**: Trigger that runs once per webhook from your system, after the event rules notify the leads. - **"Agenda" (Calendar)**: Trigger at a recurring time. - **"Evento no atendimento" (Event in the conversation)**: Trigger when the lead changes stage or becomes hot. - **"Cancelar" (Cancel)**: Closes without creating. - **"Criar e abrir o editor" (Create and open the editor)**: Creates the flow and opens the editor. Also appears: - If the trigger already has a published flow, the notice says which one: only one counts at a time. ##### Screen states - Loading: Block skeletons. - Nothing here yet: "Nenhum fluxo ainda" (No flows yet), with the "Novo fluxo" (New flow) button. - If something goes wrong: "Não foi possível carregar os fluxos" (Could not load the flows), with the try-again button. #### "Editor de fluxo" (Flow editor) The "Editor de fluxo" (Flow editor) screen is for drawing, node by node, what the AI does, in full screen: the node list on the left, the canvas in the middle and the inspector for the selected node on the right, with test, evaluations, runs and versions. Address in the dashboard: `/app/base-avancada/fluxos/‹…›` How to get there: Click a card in "Fluxos" (Flows), "Criar e abrir o editor" (Create and open the editor) in "Novo fluxo" (New flow), or "Publicar alterações do fluxo" (Publish flow changes) in "Visão geral" (Overview). ##### Top bar Fields and filters: - **"Nome do fluxo" (Flow name)**: Editable; saves when you leave the field or with Enter. Buttons and actions: - **"Voltar" (Back)**: Returns to the list of flows. - **Editor**: Edit mode on the canvas. - **"Execuções" (Runs)**: Mode with the conversations that went through the flow in the last 24 hours. - **"Avaliações" (Evaluations)**: Mode with the sample conversations that run with every publication. - **"Versão" (Version)**: Version selector: choosing an old version asks whether you want to go back to it; choosing the live one offers to take it offline. - **"Central de ajuda" (Help center)**: Opens the guide for the "Base de conhecimento avançada" (Advanced knowledge base). - **"Publicar" (Publish)** (Owner): Opens the publish dialog. - **"Mais ações do fluxo" (More flow actions)**: Opens the flow menu. - **"Excluir fluxo" (Delete flow)**: Opens the delete or archive dialog; then returns to "Fluxos" (Flows). Also appears: - Path with the version (or "Rascunho" (Draft) and the number) and the selected node. - Badge "Alterações não publicadas" (Unpublished changes) or "Publicado" (Published) with the version. ##### Node list Fields and filters: - **"Buscar nó" (Search node)**: Search by name or description; opens all the groups. Buttons and actions: - **"Favoritar" (Favorite)**: Star on each node: adds it to or removes it from the "Favoritos" (Favorites) group. - **"Favoritos" (Favorites)**: Group with the favorited nodes (only appears when there are any). - **"Gatilhos" (Triggers)**: Group: "Mensagem do lead" (Lead's message), "Aviso do seu sistema" (Notice from your system), "Agenda" (Calendar) and "Evento no atendimento" (Event in the conversation). The flow's trigger is already on the canvas. - **"IA" (AI)**: Group: "Classificar intenção" (Classify intent), "Extrair campos" (Extract fields), "Gerar resposta" (Generate response) and "Resumir" (Summarize). - **"Lógica" (Logic)**: Group: "Condição" (Condition), "Esperar" (Wait) and "Dividir" (Split). - **"Ações" (Actions)**: Group: "Chamar ação" (Call action) and "Marcar no CRM" (Mark in CRM). - **"Equipe" (Team)**: Group: "Passar para a equipe" (Hand off to the team) and "Avisar a equipe" (Notify the team). Also appears: - Drag a node onto the canvas, double-click it or press Enter to add it. ##### Canvas Also appears: - The draggable nodes and the curved wires with an output label (yes, no, error, A, B) and the counts for the last 24 hours. - Connect an output to another node by pulling the wire; each output has only one wire. - Delete or Backspace removes the selected node (the "Início" (Start) node and the trigger cannot be removed). - At the foot of the canvas: how many nodes, who edited and when, and the "salvo há" (saved ... ago) of the autosave. ##### Canvas bar and test Fields and filters: - **"Mensagem do lead para o teste" (Lead message for the test)**: What the lead would say; Enter runs it. The last message is remembered. Buttons and actions: - **"Enquadrar" (Fit to screen)**: Adjusts the zoom to fit the whole flow. - **"Aproximar" (Zoom in)**: Zooms in. - **"Afastar" (Zoom out)**: Zooms out. - **"Desfazer" (Undo)**: Undoes the last change on the canvas. - **"Testar com uma conversa" (Test with a conversation)**: Opens the test box; during the test, it becomes "Rodando a conversa de teste…" (Running the test conversation…). - **"Rodar o teste" (Run the test)**: Runs the draft as a simulation: each node lights up along the path it went through and, at the end, a notice summarizes nodes, time and response. Nothing is sent, saved or billed. - **"Cancelar" (Cancel)**: Closes the test box. ##### Node inspector Opens when you select a node; the fields change with the type. Fields and filters: - **"Título do nó" (Node title)**: The node's name on the canvas. - **"Linha do canvas" (Canvas line)**: The short description shown on the node. - **"Intenções" (Intents)**: "Classificar intenção" (Classify intent): the possible intents (Enter adds one); below the confidence threshold, it becomes "outro" (other). - **"Confiança mínima" (Minimum confidence)**: "Classificar intenção" (Classify intent) and "Extrair campos" (Extract fields): the AI's confidence threshold. - **"Campos" (Fields)**: "Extrair campos" (Extract fields): each field, its format and whether it is required. - **"Se faltar, a IA pergunta" (If missing, the AI asks)**: "Extrair campos" (Extract fields): the question for the lead when a piece of data is missing; the flow waits for the answer. - **"Instrução" (Instruction)**: "Gerar resposta" (Generate response): what the response should say; it uses the persona and the approved facts. - **"Para quem" (For whom)**: "Resumir" (Summarize): the team (goes with the handoff) or the CRM (note on the record). - **"Condição" (Condition)**: The rules about intent, confidence, extracted fields, action response, system notice and lead; yes and no outputs. - **"Combinar" (Combine)**: With more than one rule: all must hold (and) or any one must hold (or). - **"Esperar por" (Wait for)**: A time or only the lead's reply. - **"ou a resposta do lead, o que vier primeiro" (or the lead's reply, whichever comes first)**: "Esperar" (Wait): continues when the lead replies, even before the time is up. - **"Caminho A recebe" (Path A receives)**: "Dividir" (Split): the percentage for path A; the same lead always lands on the same side. - **"Ação" (Action)**: "Chamar ação" (Call action): a published action; if the system does not respond or the lookup cannot run (the same limits as actions in the conversation), it follows the "erro" (error) wire. - **"O que fazer" (What to do)**: "Marcar no CRM" (Mark in CRM): "Pôr a etiqueta" (Add the tag), "Tirar a etiqueta" (Remove the tag) or "Mover para a etapa" (Move to stage). - **"Etiqueta" (Tag)**: "Marcar no CRM" (Mark in CRM): the tag (or the "Etapa do Funil" (Pipeline stage), when moving). - **"Fila" (Queue)**: "Passar para a equipe" (Hand off to the team): the queue; it carries the summary and the fields, and the lead sees the agent's name. - **"Aviso no sino" (Bell notification)**: "Avisar a equipe" (Notify the team): the message in the bell, without taking the conversation away from the AI. - **"Evento do seu sistema" (Event from your system)**: "Aviso do seu sistema" (Notice from your system) trigger: the event from the "Webhooks" tab. - **"Dias" (Days)**: "Agenda" (Calendar) trigger: the days of the week. - **"Hora (no fuso da conta)" (Time (in the account time zone))**: "Agenda" (Calendar) trigger: the time. - **"Para os leads da etiqueta" (For leads with the tag)**: "Agenda" (Calendar) trigger: who receives it. - **"Quando" (When)**: "Evento no atendimento" (Event in the conversation) trigger: "O lead mudou de etapa no Funil" (The lead changed stage in the pipeline) or "O lead ficou quente" (The lead became hot). - **"Trocar gatilho" (Change trigger)**: On the trigger: changes the type in place; the output wire stays connected. In a published flow, the new trigger only takes effect on publishing. Buttons and actions: - **"Fechar" (Close)**: Closes the inspector. - **"Regra" (Rule)**: In "Condição" (Condition), adds a rule. - **"Tirar esta regra" (Remove this rule)**: In "Condição" (Condition), removes the rule. - **"Abrir a ação" (Open the action)**: In "Chamar ação" (Call action), opens the editor of the chosen action. - **"Testar só este nó" (Test only this node)**: In "Chamar ação" (Call action), opens the action's test. - **"Excluir nó" (Delete node)**: Removes the node and its wires (does not appear on the "Início" (Start) node or the trigger). Also appears: - "Modelo" (Model): in AI nodes, the account's AI or, on Enterprise, the company's model set in "Roteamento" (Routing) → "Construtor de fluxo" (Flow Builder). - Last 24 hours: the entries into the node and, in the condition, how many went to yes and how many to no. - Notice with what is missing before you can publish. ##### "Execuções" (Runs) mode Buttons and actions: - **"Todas" (All)**: Shows all the conversations from the last 24 hours. - **"Com erro" (With error)**: Only those that ended with an error. Also appears: - Each conversation with the lead, the outcome, the node-by-node path and the duration; clicking returns to the editor with the path lit up on the canvas. ##### "Avaliações" (Evaluations) mode Fields and filters: - **"Nome curto" (Short name)** (required): The name of the sample conversation. - **"Conversa de exemplo" (Sample conversation)** (required): What the lead says. - **"Esperado (na ordem)" (Expected (in order))** (required): The steps the flow must perform, in this order; it may perform others in between. "Extrair campos" (Extract fields) only counts when the flow asks the lead for what was missing. Buttons and actions: - **"Conversa de exemplo" (Sample conversation)**: Opens the dialog for a new sample conversation. - **"Rodar de novo" (Run again)**: Runs all the evaluations; each result appears when it finishes. - **"Editar" (Edit)**: Edits the sample conversation. - **"Excluir ‹nome›" (Delete ‹name›)**: Asks, then permanently deletes the sample conversation. - **"Salvar" (Save)**: Saves the sample conversation. - **"Excluir" (Delete)**: Confirms the deletion of the sample conversation. Also appears: - Table: "Conversa de exemplo" (Sample conversation), "Esperado" (Expected), "Obtido" (Obtained) and "Resultado" (Result) (passed, failed or not run yet). A failure blocks the "Publicar" (Publish) button. ##### Publish and version dialogs Fields and filters: - **"Código de verificação" (Verification code)**: When the flow calls an action that writes. Buttons and actions: - **"Publicar" (Publish)** (Owner): Publishes the version; the AI uses it starting with the next message. - **"Publicar assim mesmo" (Publish anyway)** (Owner): With a failing evaluation, publishes anyway and it is logged. - **"Corrigir antes" (Fix first)**: Closes so you can fix it (with a failing evaluation). - **"Tirar do ar" (Take offline)** (Owner): On the version in use, takes the flow offline and frees the trigger for another flow. - **"Voltar para esta" (Go back to this one)** (Owner): The old version becomes the next one, published now, and replaces the draft. Also appears: - The dialog runs the evaluations when it opens ("Rodando as avaliações: ‹n› de ‹total›…" (Running the evaluations: ‹n› of ‹total›…)) and shows what changed. - If the trigger already has another published flow, the dialog says which one: take that one offline to publish this one. ##### Screen states - Loading: Skeleton placeholders for the top bar and the canvas. - Nothing here yet: Runs: "Nenhuma conversa passou por aqui ainda" (No conversation has gone through here yet). Evaluations: "Nenhuma conversa de exemplo" (No sample conversation). - If something goes wrong: "Não foi possível abrir este fluxo" (Could not open this flow) (it may have been deleted or the connection dropped). A failure to save appears in the canvas footer, which tries again. - On mobile: "Para editar, use o computador." (To edit, use a computer.) You can view the flow, the runs and test with a conversation. #### "Webhooks de entrada" (Inbound webhooks) The "Webhooks de entrada" (Inbound webhooks) screen is for giving your system a signed endpoint to notify the platform, naming each event that arrives and building rules like "when X arrives, for the right leads, do Y". Address in the dashboard: `/app/base-avancada/webhooks` ![Screenshot of the "Webhooks de entrada" (Inbound webhooks) screen. The "Webhooks de entrada" (Inbound webhooks) screen is for giving your system a signed endpoint to notify the platform, naming each event that arrives and building rules like "when X arrives, for the right leads, do Y".](https://attendto.com.br/prints-do-manual/base-avancada--webhooks.png) The "Webhooks de entrada" (Inbound webhooks) screen in the demo account, with sample data and blurred values. How to get there: Menu "Base avançada" (Advanced base) → Webhooks, or the shortcut "Webhooks de entrada · na Base avançada" (Inbound webhooks · in Advanced base) on the "Integrações" (Integrations) screen. ##### Endpoint for your system to send notices Buttons and actions: - **"Copiar o endereço" (Copy the address)**: Copies the endpoint to register in your system. - **"Mostrar" (Show)**: Reveals the signing secret so you can copy it (it is logged). - **"Ocultar" (Hide)**: Masks the secret again. - **"Copiar o segredo" (Copy the secret)**: Copies the revealed secret. - **"Trocar" (Change)** (Owner): Asks "Trocar o segredo?" (Replace the secret?): the new one is valid right away and the current one keeps working for 24 hours. - **"Trocar agora" (Replace now)**: Confirms the change and shows the new secret. - **"Invalidar o antigo agora" (Invalidate the old one now)** (Owner): With the previous secret still valid, asks and cuts it off immediately (use it if it leaked). - **"Invalidar agora" (Invalidate now)**: Confirms: notices signed with the old secret start being rejected. - **"Mais ações do endereço" (More address actions)**: Opens the endpoint menu. - **"Arquivar endereço" (Archive address)**: In the card menu, when there are already deliveries in the history: opens the dialog and the endpoint goes to the archive. - **"Excluir endereço" (Delete address)**: In the card menu, when no notice has ever arrived: opens the dialog and deletes it permanently. - **"Criar endereço novo" (Create new address)** (Owner): With the endpoint archived, generates another endpoint and another secret. The named events and the rules (turned off) remain; turn back on the ones you want. Also appears: - "Situação" (Status): "Recebendo" (Receiving), "Último há tanto tempo" (Last one X ago), "Sem avisos ainda" (No notices yet) or "Arquivado" (Archived). - Tip with the signature headers: X-Webhook-Assinatura (HMAC SHA-256 of "timestamp.id.corpo" (timestamp.id.body)), X-Webhook-Timestamp and X-Webhook-Id. - In an account with its own brand and no configured domain, the endpoint only appears after the dashboard domain is ready. ##### Events What your system has already sent, each one with a name in Portuguese. Fields and filters: - **"Chave do evento" (Event key)** (required): What goes in the "evento" (event) field of the body (letters, numbers, dot, dash or underscore). - **"Nome em português" (Name in Portuguese)** (required): How the event appears on the screen. - **"Ícone" (Icon)**: "Cobertura" (Coverage), "Agenda" (Calendar), "Pagamento" (Payment), "Informação" (Information), "Pedido" (Order), "Cliente" (Customer), "Aviso" (Notice), "Etiqueta" (Tag) or "Documento" (Document). Buttons and actions: - **"Regra" (Rule)**: Opens a new rule (it needs at least one event). - **"Evento" (Event)**: Opens "Cadastrar um evento" (Register an event), to register the key before the system sends it. - **"nomear" (name)**: On the event "Sem nome ainda" (No name yet), opens "Nomear o evento" (Name the event). - **"Salvar" (Save)**: Saves the event. - **"Cancelar" (Cancel)**: Closes without saving. Also appears: - Clicking an event shows its rule on the right; each one shows how many arrived this month. ##### Latest deliveries Also appears: - Each call to the endpoint: "aceita" (accepted) (with what the rule did), "recusada" (rejected) (invalid signature, outside the window, burst) or "repetida" (duplicate), with the time. - A notice that did not reach some lead shows as an alert ("alguns leads não receberam" (some leads did not receive it)) or in red ("não entregue" (not delivered), none received), with the reason and how many: no WhatsApp connection, text blocked by the check, send failure, no balance, missing template data. Anyone who did not receive it is not tried again in the same delivery; if a whole batch fails to go out, the rest of the list stays as not attempted. ##### Event rule "Quando o evento chegar" (When the event arrives), "Para os leads de uma etiqueta" (For the leads with a tag), "Faça os passos" (Do the steps). Fields and filters: - **"Etiqueta do CRM" (CRM tag)**: Leads with this tag in the "Base de contatos" (Contact base) receive the notice. - **"Campo do lead" (Lead field)**: The lead field used in the filter. - **"Comparação" (Comparison)**: is one of, equals or exists. - **"Campo do aviso" (Notice field)**: The field in the body of the notice, with suggestions from the last one received; a list ends with "[]". - **"Frase do fato" (Fact phrase)**: In the "Propor fato para aprovar" (Propose a fact for approval) step, the phrase with the notice fields in braces; it goes into the "Memória" (Memory) queue. - **"Modelo aprovado da Meta" (Meta-approved template)**: Outside the 24 hours, the template used; without a template, the notice is not sent outside the window. The template's cost appears on the option and comes out of the balance. - **"De onde vem a variável ‹n›" (Where variable ‹n› comes from)**: The lead's first name or a field from the notice; if the notice does not bring the data, the template is not sent to that lead. - **"No máximo 1 aviso por lead a cada" (At most 1 notice per lead every)**: 7, 14 or 30 days. - **"Só das" (Only from)**: The start time from which notices go out. - **"às" (to)**: The end time; a notice that arrives outside the hours waits for the next opening. Buttons and actions: - **"Editar" (Edit)**: Opens the rule for editing. - **"Excluir regra" (Delete rule)** (Owner): Asks "Excluir esta regra?" (Delete this rule?); notices already sent stay on record. - **"Regra ativa" (Active rule)**: Switch that turns the rule on or off; the rule is created turned off. - **"Escolha o evento" (Choose the event)**: Under "Quando" (When), chooses the event that triggers the rule. - **"Escolha a lista" (Choose the list)**: Under "Para" (For), opens the "Base de contatos" (Contact base) tag that receives the notice. - **"sem filtro" (no filter)**: Opens the optional filter by "Campo do lead" (Lead field). - **"Usar o filtro" (Use the filter)**: Applies the filter. - **"Tirar o filtro" (Remove the filter)**: Removes the filter. - **"Adicione o que fazer" (Add what to do)**: Opens the steps: "Propor fato para aprovar" (Propose a fact for approval), "Mandar mensagem ao lead" (Send a message to the lead), "Tirar da lista" (Remove from the list), "Marcar campo do lead" (Mark a lead field). - **"Tirar este passo" (Remove this step)**: Removes the step. - **"Editar limites" (Edit limits)**: Opens the rule's frequency and time-of-day limits. - **"Pronto" (Done)**: Closes the open box. - **"Salvar" (Save)**: Saves the rule; the new rule is created turned off. - **"Cancelar" (Cancel)**: Discards the edit. Also appears: - Within the 24 hours, the AI writes with the account's persona; outside, it uses the approved template. - "Quem já recebeu" (Who already received it) (‹n›): opens the list of notified leads, with the date and whether it was an AI message or a template. ##### Test the rule Fields and filters: - **"Corpo de exemplo" (Sample body)**: The JSON of the simulated notice, filled in with the last notice received. Buttons and actions: - **"Enviar evento de teste" (Send test event)**: Simulates the notice: shows whether the signature is valid, how many leads would receive it inside and outside the 24 hours, how many were skipped by the limit and the proposed fact. Nothing is sent. ##### Screen states - Loading: Skeleton placeholders for the endpoint, the events and the rule. - Nothing here yet: "Nenhum evento recebido" (No event received) (register the endpoint in your system, or the key first), "Nenhuma entrega ainda." (No deliveries yet.) and "Nenhuma regra ainda" (No rules yet). - If something goes wrong: "Não foi possível abrir os webhooks" (Could not open the webhooks), saying nothing changed, with the try-again button. - Archived endpoint: The system can no longer send notices. The rules stay turned off and come back when you create a new endpoint; the old deliveries stay in the list. - New endpoint, no notice yet: "Aguardando o primeiro aviso" (Waiting for the first notice) in place of "Recebendo" (Receiving). ### Step by step #### How to approve the facts the AI learned from conversations 1. Open **"Base avançada" (Advanced base) → "Memória da empresa" (Company memory)**; the **"Para revisar" (To review)** tab brings the facts proposed by the Curator. 2. Read the fact's source on the card (the lead's question and the team's answer) and check the confidence. 3. Adjust the **"Categoria" (Category)** and the **"Validade" (Validity)** if needed; to correct the text, use **"Editar" (Edit)** and then **"Pronto" (Done)**. 4. Click **"Aprovar" (Approve)** (or press A). If the fact contradicts another one, the button becomes **"Aprovar e substituir" (Approve and replace)**. 5. To discard it, use **"Recusar" (Reject)** (or press R). Move between the cards with J and K. #### How to sync your system's catalog with the base 1. In **"Base avançada" (Advanced base) → "Ações" (Actions)**, click **"Criar sincronização" (Create sync)**. 2. In step 1, give the **"Nome da conexão" (Connection name)**, enter the **Token** and click **"Guardar no cofre" (Store in vault)**. 3. In step 2, paste the list's **"Endereço" (Endpoint)** and click **"Testar a lista" (Test the list)**. 4. In step 3, give each column the **"Nome que a IA lê" (Name the AI reads)** and the **"Papel" (Role)** (at least one "Chave" (Key) and one "Nome" (Name)). 5. Choose the destination (**"Catálogo de produtos" (Product catalog)** or **"Base de conhecimento" (Knowledge base)**), the frequency and what to do with an item that disappeared. 6. The Owner clicks **"Ligar e sincronizar agora" (Turn on and sync now)** and follows the first run on the sync screen. #### How to create an action that queries your system during the conversation 1. In **"Ações" (Actions)**, use **"Usar" (Use)** on a template for your industry or **"Criar" (Create)** on the "Do zero" (From scratch) card. 2. In **"Conexão com o seu sistema" (Connection to your system)**, choose the **"Método" (Method)**, fill in the **"Endereço" (Endpoint)** with the fields in braces and store the token. 3. In **"Entrada" (Input)**, use **"Campo" (Field)** for each piece of data the system needs and mark what is **"Obrigatório" (Required)**. 4. Click **"Testar" (Test)** to read the real response and mark, under **"Resposta" (Response)**, what the AI **"usa" (uses)** and what stays **"oculto" (hidden)**. 5. Under **"Quando usar" (When to use)**, write the **"Descrição" (Description)**, choose the intents and add phrases that should and should not trigger the call. #### How to test and publish an action 1. In the action editor, click **"Testar" (Test)**. 2. Fill in the fields and the **"Fala do lead" (Lead's message)** and click **"Executar teste" (Run test)**. 3. Check the request, the response and **"O que a IA diria" (What the AI would say)**; if it is right, click **"Salvar como avaliação" (Save as evaluation)**. 4. The Owner clicks **Publicar v‹n›**: the evaluations run and the dialog shows what changes. 5. Click **"Publicar" (Publish)** (or **"Publicar assim mesmo" (Publish anyway)**, if an evaluation failed). An action that writes asks for the **"Código de verificação" (Verification code)**. #### How to notify leads when your system sends a webhook 1. In **"Base avançada" (Advanced base) → Webhooks**, click **"Copiar o endereço" (Copy the address)** and register it in your system; use **"Mostrar" (Show)** to copy the signing secret. 2. When the first notice arrives, click **"nomear" (name)** on the event and give the **"Nome em português" (Name in Portuguese)**. 3. Click **"Regra" (Rule)**, choose the event, the list under **"Escolha a lista" (Choose the list)** and, under **"Adicione o que fazer" (Add what to do)**, the steps. 4. Choose the **"Modelo aprovado da Meta" (Meta-approved template)** for those outside the 24 hours and adjust it under **"Editar limites" (Edit limits)**. 5. Click **"Salvar" (Save)**, test with **"Enviar evento de teste" (Send test event)** and turn on the **"Regra ativa" (Active rule)** switch. #### How to build an AI flow and test it with a conversation 1. In **"Base avançada" (Advanced base) → "Fluxos" (Flows)**, click **"Novo fluxo" (New flow)**, give it a **"Nome" (Name)**, choose the trigger and click **"Criar e abrir o editor" (Create and open the editor)**. 2. Drag the nodes from the list onto the canvas and connect the outputs to the next nodes. 3. Select each node and fill in the inspector (intents, fields, instruction, action, condition). 4. Click **"Testar com uma conversa" (Test with a conversation)**, write the message and click **"Rodar o teste" (Run the test)**; watch the nodes light up. 5. In **"Avaliações" (Evaluations)**, create sample conversations; then the Owner clicks **"Publicar" (Publish)**. #### How to replace the spreadsheet with sync 1. In the spreadsheet notice (in the "Base de conhecimento" (Knowledge base) or when creating the sync), click **"Ver a comparação" (See comparison)**. 2. Check the **"Comparação das colunas" (Column comparison)**: what matches, the prices that changed and the columns that become facts. 3. The Owner clicks **"Trocar pela sincronização" (Switch to sync)**; the spreadsheet is only removed if the first run finishes well. 4. To postpone, use **"Manter a planilha por enquanto" (Keep the spreadsheet for now)**: the sync stays as a draft. 5. If you need to undo it later, use **"Voltar a planilha" (Back to the spreadsheet)** in the sync summary, while it is still kept. #### How to delete or archive an action, a flow or a connection 1. Open the card menu ("Mais ações" (More actions)) and choose **"Excluir ação" (Delete action)**, **"Excluir fluxo" (Delete flow)** or **"Excluir conexão" (Delete connection)**; in the editor, the button is at the end of the page or in the top menu. 2. Read the dialog: what never ran is deleted permanently; what has history goes to the archive. 3. If something still uses the item (a published flow, an action), take it offline or delete it first. 4. Confirm with **"Excluir" (Delete)** or **"Arquivar" (Archive)**. Archiving what has already run is for the Owner only. ### Frequently asked questions #### Who can publish an action or a flow? Only the account Owner (the person responsible). The Admin creates, edits and tests everything and gets it ready; in the publish dialog, they see that only the account manager publishes. #### Does editing a published action change what the AI is using? No. The changes stay as "Alterações não publicadas" (Unpublished changes) and the AI keeps using the published version until the next publication. #### Why is the Publish button disabled? Because nothing has changed since the published version, something is still missing, the evaluations are running, another flow already uses the same trigger or, for an action that writes, two-step verification is not turned on. #### Does testing an action or a flow send a message to the lead? No. The action test calls your system for real, but nothing goes to any lead. The flow test runs as a simulation: nothing is sent, saved or billed. #### Can sync change data in my system? No. Sync only reads the list (always GET); the token stays in the vault and never appears again. #### Can I have two published flows with the same trigger? No. Only one flow per trigger is live. To publish another one, take the current one offline through the version selector, under "Tirar do ar" (Take offline). #### Can I edit a flow from my phone? No. On a phone you can see the flow, the runs and test with a conversation; to edit, use a computer. #### Where can I see each time the AI queried my system? In the "Execuções" (Runs) tab: each call with the action, the version, the conversation, the masked input, the result and the time. Use "Exportar" (Export) to download the spreadsheet. #### Who can see the masked personal data in "Execuções" (Runs)? The Owner and the Admin click the input to see the full value, and each view is logged. ### Guide: "Base de conhecimento avançada" (Advanced knowledge base) The module that learns from conversations ("Memória da empresa" (Company memory), with your approval), keeps the base up to date by pulling the list from your system on its own, queries your system on the spot, receives its notices through webhook, and follows flows that you design node by node. The "Base de conhecimento" (Knowledge base) you already have answers with what you wrote. The **"Base de conhecimento avançada" (Advanced knowledge base)** goes further: it learns from your team's day-to-day work and looks up in your system the list that changes all the time (catalog, prices, service table). It is a module: you turn it on in **"Módulos" (Modules)**, in the menu, and turn it off whenever you want. What you taught it is kept. #### "Ativar" (Activate) 1. **Open "Módulos" (Modules)**: In the menu, under "Conta" (Account). The highlighted card is the "Base de conhecimento avançada" (Advanced knowledge base). 2. **Activate**: On the module page, **"Ativar" (Activate)**. The "Base avançada" (Advanced base) is included in your plan: there is no trial or monthly fee. Only the account owner can activate it; the manager sees the explanation in place of the button. 3. **Start with "Memória" (Memory)**: The "Curador de conhecimento" (Knowledge Curator) already starts reading the conversations. Within an hour, the first facts appear for you to approve. #### What is included - **"Mensalidade" (Subscription)**: There is none. The "Base avançada" (Advanced base) is included in your plan. - **Queries**: No charge and no allowance per cycle. The safety limits on actions still apply (see "Consultar na hora" (Query on the spot)). - **Items per sync**: Up to 100 thousand. - **Messages outside the 24 h window**: The notice uses a Meta-approved template and carries Meta's cost, as it does today, charged to the balance. - **"Desligar" (Turn off)**: Turns off immediately. Nothing is charged and what you taught it is kept. #### "Memória da empresa" (Company memory) The **"Curador de conhecimento" (Knowledge Curator)** agent reads the conversations every hour and proposes facts with their source: the question the AI could not answer that went to the team, the service agent's reply, and what the Auditor blocked for lack of a source. Nothing goes in without you or a manager approving it. An approved fact applies from the next message on, both for the AI to answer and for the Auditor to check. - **Approve with the keyboard**: In the queue, **A** approves, **E** edits, **R** rejects, and **J** and **K** move from one card to another. - **"Categoria" (Category)**: Those from your industry, plus "Outros" (Other). The Curator picks; you change it on the card. - **"Validade" (Validity)**: "Sem validade" (No expiration); "Até uma data" (Until a date) (the fact goes out of use on its own the next day); or "Revisar em 90 dias" (Review in 90 days) (it stays valid and shows up in "Para fazer" (To do) on that date). - **"Renovar" (Renew)**: On the "Vencidos" (Expired) tab, choose the new expiration and the fact applies again immediately. - **Edit the approved fact**: In the fact's drawer, **"Editar" (Edit)**: the new text applies immediately and is kept in the history. - **Contradiction**: When the new fact contradicts an approved one, the button becomes **"Aprovar e substituir" (Approve and replace)**: the old one is archived. > **Tip:** The lead's personal data never becomes a fact: the Curator discards sentences with the lead's name, phone number, ID document, or address. #### "Sincronizar com a base" (Sync with the base) Under **"Ações" (Actions)**, **"Nova ação" (New action)** and **"Sincronizar com a base" (Sync with the base)**. The entire list from your system is pulled every so many hours and the catalog or the base updates itself. Use it for lists the AI consults all the time: product catalog, prices, service table. 1. **"Conexão" (Connection)**: Give the connection a name (it appears in notices, such as “Store system did not respond”) and store the token in the vault. It never appears again. 2. **"Lista" (List)**: The URL of the list and, if needed, where it is in the response. **"Testar a lista" (Test the list)** reads all the pages and shows how many items came back. 3. **"Campos" (Fields)**: Give each column a name in Portuguese and its role: "Nome" (Name), "Preço" (Price), "Estoque" (Stock), "Chave" (Key) or "Outro" (Other). Whatever is left "oculto" (hidden) does not reach the AI. 4. **"Destino" (Destination)**: "Catálogo de produtos" (Product catalog), with the collection, or "Base de conhecimento" (Knowledge base). 5. **"Frequência" (Frequency)**: Every 1, 6, or 12 hours, or once a day. The screen shows the upcoming runs and the month's forecast of queries. 6. **"Itens que somem" (Items that disappear)**: "Marcar como indisponível" (Mark as unavailable) or "Tirar da base" (Remove from the base), and the "Freio de segurança" (Safety brake). - **How the AI will read it**: The "Operador de ações" (Action Operator) agent rewrites each new or changed item in plain text, only once, and the preview shows the first three. Codes inside the text (such as L12, CX30 or 50MG) stay the same. - **"Aguardando revisão do texto" (Awaiting text review)**: The run does not wait for the rewrite: items go in right away with the text from your system, and the AI can already find them. The text review comes right after, up to 1,000 items per run; the rest is left for the next one. The screen shows how many are still waiting. - **One list, one sync**: The same list can only be connected to one sync, so the catalog does not end up duplicated. To switch, archive the old one before turning on the new one. - **"Freio de segurança" (Safety brake)**: If more than 20% of the items disappear in a run, nothing changes in the base and you decide: **"Aplicar mesmo assim" (Apply anyway)** or **"Ignorar esta rodada" (Skip this round)**. - **System down**: The run fails, the AI keeps using the last good version, and we try again in 15 minutes; on the third failure you receive an email. **"Tentar agora" (Try now)** runs it immediately. - **"Sincronizar agora" (Sync now)**: Starts a run outside the schedule, with page-by-page progress shown on the button. Between one run and the next, wait 5 minutes: the screen shows the time when it becomes available again. - **Item limit**: 100 thousand items per sync. Above that the run is rejected and the base stays as it was. #### Switching over and going back to the spreadsheet If you imported a spreadsheet into the "Base de conhecimento" (Knowledge base), the "Trocar pela sincronização" (Switch to sync) notice appears next to it, when creating the sync, and on the "Painel" (Dashboard) (when the file is more than 15 days old). **"Ver a comparação" (See comparison)** shows, column by column, what matches, the prices that changed, the new columns, and the ones that become facts for you to approve. - Yes: The spreadsheet stays in effect until the first sync finishes successfully; only then does it go away, and it is kept for 30 days. - Yes: If the first run errors out: nothing changes and you receive the notice. - Yes: **"Manter a planilha por enquanto" (Keep the spreadsheet for now)** (account owner only) leaves the sync as a draft. - Yes: **"Voltar a planilha" (Back to the spreadsheet)**, in the sync, returns the file to the base and pauses the sync while the file is kept: its items and offers leave the search and the catalog. **"Retomar" (Resume)** brings both back. #### "Consultar na hora" (Query on the spot) Under **"Ações" (Actions)**, **"Nova ação" (New action)** and **"Consultar na hora" (Query on the spot)**. The AI asks your system during the conversation: coverage at an address, order status, the 2nd copy of a boleto. Start from a template for your industry (you only point to your system's URL) or from scratch, with any API that responds in JSON. 1. **"Conexão" (Connection)**: "Método" (Method) (GET to query, POST to write), the URL with the fields in braces, such as `?cep={cep}&numero={numero}`, and the token, which is stored encrypted in the vault. **"Vai chamar" (Will call)** shows the URL with sample values. "Tempo limite" (Timeout) of 5, 8, or 15 seconds. 2. **"Entrada" (Input)**: What the AI collects from the lead: the field, the format (CEP, number, CPF, date…), the phrase it uses to ask, and whether it is required. It never makes a call with an empty required field: it asks first. In addition, `{telefone_do_lead}` and `{nome_do_lead}` are filled in automatically with the lead from the conversation, never with what someone types. 3. **"Resposta" (Response)**: Appears after the first test. For each field that your system returns, **"usa" (uses)** or **"oculto" (hidden)**. What is hidden the AI never sees, and neither the token. 4. **"Quando usar" (When to use)**: The description, the phrases that should and should not call the action, and the lead's intents (question about product, price, purchase, schedule, support). Outside those intents the AI doesn't even consider the action. 5. **"Testar" (Test)**: The call is real, to your system, and nothing goes to any lead or counts as a query. You see the request (with the token hidden), the response, and **"O que a IA diria" (What the AI would say)**, in a simulated conversation. **"Salvar como avaliação" (Save as evaluation)** saves the conversation as an example. An action that writes also really writes during the test: only the account owner tests it, confirming they understand this and with the 2-step code. 6. **"Publicar" (Publish)**: Only the account owner publishes. The evaluations run again against your system (read-only) and the dialog shows what changed since the previous version. - **Versions**: Each publication becomes a version; the AI uses the published one until the next. Editing does not change what is live ("Alterações não publicadas" (Unpublished changes)). Under **"Versões" (Versions)**, **"Voltar para esta" (Go back to this one)** publishes a copy of the old version as the next one. - **"Avaliações" (Evaluations)**: Sample conversations with the expected response: it calls, it doesn't call, or it asks for a field. With one failing, only the account owner can publish, using **"Publicar assim mesmo" (Publish anyway)**, and it is logged. - **An action that writes**: Before each call the AI asks the lead for confirmation with the data it will use; it only calls after the yes. Publishing requires the code from the account owner's two-step verification (each code is valid once; 5 attempts every 15 minutes). An evaluation only calls GET actions. Each write carries the `Idempotency-Key` header, the same one for the same confirmation: if the lead's message arrives again, your system recognizes the key and does not write twice. - **Personal data by ID document**: An action that shows data about whoever owns a CPF or CNPJ needs more than the document: anyone can type in someone else's CPF. Send `{telefone_do_lead}` along with it (the templates already do) and have your system CHECK that the phone belongs to the account holder before responding. In the same conversation, the AI queries at most 2 different documents in 24 hours; on the third, it hands the conversation to the team. - **"Limites" (Limits)**: 20 calls per minute per lead and 200 per minute in total on each action, and 10 thousand per month. Above that the action does not run and the conversation carries on as if your system were down; the refused call appears in "Execuções" (Runs). - **Lead ready to buy**: When the lead wants to buy and has already given everything the action asks for, the AI queries first, responds with the result, and hands the conversation to the team in the same message. On an action that writes, it asks for confirmation first. A request to talk to a person triggers the handoff immediately. - **"Execuções" (Runs)**: Each call, with the action and version, the conversation, the input, the result, the time, and the cost. Personal data appears masked (free text shows only the first 3 letters); a manager clicks to reveal it, and that is logged. **"Exportar" (Export)** downloads the spreadsheet with the same filter. Kept for 90 days; deleting the conversation or forgetting the lead deletes their runs. - **Query**: Each call that gets a response counts as 1 query, at no charge on your plan. Failures and timeouts do not count. - **If your system goes down**: The AI doesn't make things up: it says it will confirm and hands the conversation to the team, with the reason. The same applies when the action doesn't run because of a limit. The alert appears in "Visão geral" (Overview). #### "Webhooks de entrada" (Inbound webhooks): notices from your system Under **Webhooks**, your account gets its own URL and a secret; with a "Domínio próprio" (Custom domain) in the dashboard, the URL uses that domain. Your system sends a notice (a JSON) to that URL when something happens: fiber reached a neighborhood, a payment was confirmed, an installation was scheduled. Each notice becomes an **event**, which you name in Portuguese, and each event can have a **rule**: when it arrives, for the right leads, do this. 1. **Register the URL in your system**: **"Copiar" (Copy)** next to the URL. The secret is masked: **"Mostrar" (Show)** reveals it for copying (this is logged) and **"Trocar" (Change)** generates another. The previous secret stays valid for 24 hours, so your system can switch without stopping; **"Invalidar o antigo agora" (Invalidate the old one now)** cuts it off immediately, if it leaked. 2. **Sign each notice**: Three headers: `X-Webhook-Timestamp` (the time in seconds, 5-minute window), `X-Webhook-Id` (one ID per notice; the same ID within 24 hours is ignored) and `X-Webhook-Assinatura`, the HMAC SHA-256 of the secret over `timestamp.id.corpo`. In three lines: `ts = agora()`, `assinatura = hmac_sha256(segredo, ts + "." + id + "." + corpo)`, send the three headers with the JSON. Body up to 256 KB, 60 notices per minute. 3. **Name the events**: The first notice for each key (`cobertura.disponivel`) appears under **"Eventos" (Events)** as "Sem nome ainda" (No name yet). **"nomear" (name)** gives it a name in Portuguese and an icon; **"+ Evento" (+ Event)** registers the key before the system sends it. 4. **Build the rule**: **"Quando" (When)** the event arrives, **"Para" (For)** the leads with a tag from the "Base de contatos" (Contact base) (with an optional filter: a lead field equal to, within, or existing in the notice), **"Faça" (Do)**: propose a fact for the "Memória" (Memory), send a message to the lead, remove from the list, set a field. The rule is created off; the switch turns it on. 5. **Test before turning it on**: **"Enviar evento de teste" (Send test event)** simulates with the sample body: how many leads would receive it, how many inside and outside the 24 hours, how many skipped by the brake. Nothing is sent. - **Inside and outside the 24 h**: A lead who wrote in the last 24 hours receives a message written by the AI with the account's persona and the notice as a fact (the Auditor checks it first). Outside the window, WhatsApp only accepts a Meta-approved template: choose the template in the rule and say where each variable comes from (a field from the notice or the lead's first name): filling is direct, without AI, and if the notice does not carry the data, the template is not sent to that lead. Without a template, a lead outside the 24 h does not receive it. Before each batch, the expected cost is checked against the balance and the spending cap. The template cost is charged by category, from the balance. - **Brake and schedule**: "No máximo 1 aviso por lead a cada" (At most 1 notice per lead every) 7 days (or 14, or 30) and only between 8h and 20h, in the account's time zone; a notice that arrives at night waits for the next opening. 500 leads per notice and 2,000 notices per day per account. Anyone who opted out, was anonymized, is "Fora das campanhas" (Outside campaigns), has no legal basis, or is with an agent does not receive it. In each rule, **"Quem já recebeu" (Who already received it)** lists those who were notified. - **Propose a fact for approval**: The rule's sentence (“We have served the {bairro} neighborhood since {data}.”) goes into the "Memória" (Memory) queue with the source "Aviso do seu sistema" (Notice from your system), for you to approve. Nothing becomes an AI reply without approval. - **Latest deliveries**: Each call to the URL: accepted (with what the rule did), refused (invalid signature, outside the window, large body, burst) or repeated. When some lead on the list does not receive the notice, the row turns to a warning (**"alguns leads não receberam" (some leads did not receive it)**) or red (**"não entregue" (not delivered)**, none received it), with the reason and how many: no WhatsApp connection, text blocked by the check, send failure, no balance, missing template data. Those who did not receive it are not retried in the same delivery; if a whole batch fails to go out, the rest of the list is left as not attempted, without calling the AI again. Too many wrong signatures get a 429 and do not take the correct notice offline. The rule's test example uses only the accepted notices. The notice body is stored encrypted and is only read by the rule. - **The notice is data, not instruction**: What comes in the JSON never commands the AI: it only uses price and terms that appear as numbers in the notice, and the Auditor blocks the rest. #### "Fluxos" (Flows): the path the AI follows Under **"Fluxos" (Flows)**, you design node by node what the AI does when something happens. **"Novo fluxo" (New flow)** asks for a name and the trigger: the lead's message (runs before normal service), a notice from your system (once per notice, after the event's rules notify the leads), a recurring schedule, or a service event (the lead changed stage, became hot). The editor opens full screen: the node list on the left, the canvas in the middle, and the inspector for the selected node on the right. - **AI nodes**: **"Classificar intenção" (Classify intent)** (you list the intents; below the "Confiança mínima" (Minimum confidence) it becomes "outro" (other)), **"Extrair campos" (Extract fields)** (CEP, number, CPF…; if something is missing, the AI asks the lead and the flow waits for the reply), **"Gerar resposta" (Generate response)** (with the instruction, the persona, and the facts) and **"Resumir" (Summarize)** (for the team or for the CRM record). - **"Lógica" (Logic)**: **"Condição" (Condition)** (rules on the intent, the extracted fields, the action's response, the system notice, and the lead; outputs yes and no), **"Esperar" (Wait)** (a set time, the lead's reply, or whichever comes first; in a loop, the wait must be at least 60 minutes) and **"Dividir" (Split)** (A/B by percentage; the same lead always lands on the same side). - **Actions and team**: **"Chamar ação" (Call action)** uses a published action; if your system does not respond, the flow continues through the "erro" (error) output. Queries count and have the same limits as actions in the conversation: when the query cannot run, the flow also continues through the "erro" (error) output. **"Testar com uma conversa" (Test with a conversation)** does not count a query. An action that writes first asks the lead, with the data, and only calls after the yes (without the yes, nothing is written and the conversation goes back to normal service); for that reason it cannot be used in the "Aviso do seu sistema" (Notice from your system) trigger, which has no lead. **"Marcar no CRM" (Mark in CRM)** (tag, "Funil" (Pipeline) stage, field), **"Passar para a equipe" (Hand off to the team)** (with the summary) and **"Avisar a equipe" (Notify the team)** (in the bell, without taking it from the AI). **"Segue o atendimento" (Continue service)** returns the conversation to the usual AI: if the flow has already replied, its reply goes out and the usual AI only comes back on the next message. - **LGPD and security**: Before the flow replies, the AI checks the intent of the message: anyone who asks to leave becomes an opt-out immediately, and the consent notice from the first contact goes along with the flow's reply. If a node fails, the message continues through normal service and the run keeps the error. "Agenda" (Calendar), "Evento" (Event), and resumes do not contact anyone who opted out, lacks a legal basis, or is with an agent, and send at most 6 messages per lead in 24 hours. - **One trigger per flow**: Every flow starts with a trigger. To change it, swap the trigger in the inspector (the output connection stays attached). In a published flow, the new trigger only takes effect when you publish: until then, the live version keeps running on its own trigger. The other nodes are removed with Delete, Backspace or **"Excluir nó" (Delete node)**, along with their connections. - **"Testar com uma conversa" (Test with a conversation)**: The canvas button runs the draft in simulation with the message you type: each node lights up as it is passed through and, at the end, a notice summarizes (nodes, time, and the response). Nothing is sent, saved, or charged; the query to your system is read-only and the action that writes is not called. - **Publishing and versions**: Only the account owner publishes, and only one flow per trigger is live. The sample conversations (**"Avaliações" (Evaluations)**) run when the dialog opens; a failing one blocks, unless the owner uses **"Publicar assim mesmo" (Publish anyway)**, which is logged. An action that writes in the flow requires the 2-step code. The version selector goes back to an old version (it becomes the next one) and **"Tirar do ar" (Take offline)** frees the trigger. - **"Execuções" (Runs)**: The **"Execuções" (Runs)** mode of the editor lists the conversations that went through the flow in the last 24 hours, with the node-by-node path; clicking lights up the path on the canvas. On the canvas connections, the counts for the last 24 h. - **On mobile**: To edit, use a computer. On a phone you can see the flow, the runs, and test with a conversation. #### Delete and archive Everything you create can be removed from the screen: the **⋯** menu on the card or the button at the end of the edit page, for an action, flow, webhook URL, rule, sample conversation, and connection. The modal tells you beforehand what will happen: - Yes: **Deleted permanently**: what has never run (a draft with no runs, a sample conversation, a rule). A manager can do it. - Yes: **Archived**: what has history (a published action or one with runs, a flow with versions or runs, a URL with deliveries). It disappears from the list and stops running: the action leaves the Operator, the flow frees the trigger, the URL stops receiving, and the rules stay off. Runs, charges, versions, and audit trail stay. Account owner only. - Yes: An action used by a published flow cannot be removed: the modal lists the flows and you take them offline first. The same goes for a connection used by an action or sync. - Yes: Archived webhook URL: **"Criar endereço novo" (Create new address)** generates another identifier and another secret; the named events and the rules (off) remain, and you turn back on the ones you want. The old deliveries stay on the list, and the new URL appears as "Aguardando o primeiro aviso" (Waiting for the first notice) until the first one arrives. #### Included in "IA própria" (Own AI) On your account with "IA própria" (Own AI), the "Base avançada" (Advanced base) comes **included in the size-based monthly fee**: no trial, no separate monthly fee, and no per-query charge. Its agents — the "Curador de conhecimento" (Knowledge Curator), the **"Operador de ações na conversa" (In-conversation Action Operator)**, the **"Mensageiro de avisos" (Notice Messenger)**, and the **"Construtor de fluxo" (Flow Builder)** — run on your company's models, connected under **"IA própria" (Own AI)**. **In an account with "IA própria" (Own AI):** #### On your company's model The agents run on your company's model, chosen under **"IA própria" (Own AI) → "Roteamento" (Routing)**: the "Curador de conhecimento" (Knowledge Curator) and the "Operador de ações" (Action Operator) on background tasks, the **"Operador de ações na conversa" (In-conversation Action Operator)**, which decides the query and understands the lead's confirmation, the **"Mensageiro de avisos" (Notice Messenger)**, which writes the message for the notice from your system, and the **"Construtor de fluxo" (Flow Builder)**, which runs the AI nodes in the editor. How people search: ai company memory; approve ai facts; ai query my system; integrate api with whatsapp ai; sync catalog automatically; replace spreadsheet with sync; inbound webhook; notify leads when system sends webhook; ai flow editor; node-by-node service flow; test action before publishing; query runs; sync safety brake; action versions. ## Voice & tone: WhatsApp audio transcription and AI voice for audio replies URL: https://attendto.com.br/en/manual/voz-e-tom Menu: Intelligence > "Voz & tom" (Voice & tone) "Voz & tom" (Voice & tone) is the panel item that shows the audio received from leads with transcript and speech register, and where you choose the synthetic voice the AI uses to reply with audio on WhatsApp. ### Who can use it - Owner: Sees and does everything: listens to the audio, changes the AI's voice, listens to previews, tests phrases and turns the voice reply on or off. - Admin: Listens to the audio, reads transcripts, listens to voice previews and tests phrases. Changing the voice and turning on the voice reply return an error notice: those are Owner-only actions. - Agent: Sees the menu item, the received audio, the transcript and the speech register. The voice previews and the phrase test do not play (they are for Admin and above) and the agent cannot change the voice. ### Screens #### "Voz & tom" (Voice & tone) The "Voz & tom" (Voice & tone) screen is for following the path of a lead's audio (received, transcribed and analyzed) and defining how the AI's voice sounds when it replies with audio. Address in the dashboard: `/app/voz` ![Screenshot of the "Voz & tom" (Voice & tone) screen. The "Voz & tom" (Voice & tone) screen is for following the path of a lead's audio (received, transcribed and analyzed) and defining how the AI's voice sounds when it replies with audio.](https://attendto.com.br/prints-do-manual/voz-e-tom--voz.png) The "Voz & tom" (Voice & tone) screen in the demo account, with sample data and blurred values. ##### 1 · RECEIVED AUDIO The audio that leads sent on WhatsApp, five per page, from newest to oldest. Buttons and actions: - **"‹nome do lead›" (‹lead name›)**: Clicking the audio card (or Enter/Space) selects it and shows its transcript and speech register alongside. - **"Página anterior" (Previous page)**: Goes back to the previous five audios. - **"Próxima página" (Next page)**: Moves on to the next five audios. Also appears: - Each card: avatar, lead name, date and time, and the audio player (or `Áudio indisponível` (Audio unavailable)). - The selected audio has the brand-colored border. - Footer `Page ‹n› of ‹total› · ‹n› audios` when there is more than one page. ##### 2 · TRANSCRIPT The text of the selected audio, transcribed automatically. Also appears: - Badge `STT automático` (Automatic STT). - The lead's speech in quotation marks, in italics. - With no text: `Sem transcrição` (No transcript) — the audio arrived before the transcript or it failed. ##### 3 · SPEECH REGISTER The lead's way of speaking, extracted from each transcribed audio. Also appears: - A badge with the register (for example, informal) and tags with the speech markers detected. - A bubble with the suggested tone for replying to that lead. - With no analysis: `Sem registro de fala ainda — é extraído automaticamente de cada áudio transcrito.` (No speech register yet — it is extracted automatically from each transcribed audio.) ##### AI voice Gallery of catalog synthetic voices, in three groups: "Femininas" (Female), "Masculinas" (Male) and "Neutra" (Neutral). Buttons and actions: - **"Voz ‹nome›, ‹gênero›, ‹timbre›" (Voice ‹name›, ‹gender›, ‹timbre›)** (Owner): Clicking the voice row (or Enter/Space) makes the active persona use it; the `Voz atual` (Current voice) badge and the `Voz da IA atualizada` (AI voice updated) notice appear. - **"Ouvir prévia da voz ‹nome›" (Play preview of voice ‹name›)** (Owner, Admin): Round play button: synthesizes a welcome phrase with the AI's name and plays it. Clicking again pauses (`Pause voice preview ‹name›`). Also appears: - "Femininas" (Female): Nova (clear and energetic), Shimmer (soft and welcoming), Coral (warm and approachable) and Sage (serene and confident). - "Masculinas" (Male): Onyx (deep and full-bodied), Echo (firm and direct), Ash (young and friendly) and Ballad (calm and narrative). - "Neutra" (Neutral): Alloy (balanced and versatile), the voice used when none has been chosen. - Each voice has a colored circle that pulses while the preview plays (still when reduced motion is on). - Footnote: catalog synthetic voices; the lead's voice is never cloned or imitated (LGPD). ##### Test with your phrase Lets you hear any phrase in the current voice, the same way it goes out on WhatsApp. Fields and filters: - **"Frase de teste da voz" (Voice test phrase)**: Up to 240 characters, with a `‹n›/240` counter. When empty, it plays the welcome phrase with the AI's name. Also appears: - Player that synthesizes the phrase in the current voice; changing the voice or the phrase prepares a new audio. ##### "Responder em voz (TTS)" (Reply by voice (TTS)) Decides whether the AI replies with audio when the lead sends audio. Buttons and actions: - **"Responder em voz (TTS)" (Reply by voice (TTS))** (Owner): A switch that takes effect immediately: when on, the reply to an audio goes out as audio, in the voice chosen above. It is disabled when there is no active persona. ##### Screen states - Loading: Gray blocks in place of the cards. - Nothing here yet: `Nenhum áudio recebido ainda — os áudios dos leads no WhatsApp aparecem aqui.` (No audio received yet — leads' WhatsApp audio appears here.) - If something goes wrong: `Não foi possível carregar as amostras de voz` (Could not load the voice samples), warning that the replies remain saved, with a button to try again. - Preview did not load: Notice `Não foi possível carregar a prévia da voz.` (Could not load the voice preview.) This is what the agent sees when trying to listen. - The browser blocked automatic sound: Notice `Prévia pronta — toque de novo para ouvir.` (Preview ready — tap again to listen.) - Voice change refused: Notice `Não foi possível trocar a voz. Tente novamente.` (Could not change the voice. Try again.) - No active persona: `Nenhuma persona ativa encontrada.` (No active persona found.) on the voice reply card, with the switch disabled. ### Step by step #### How to choose the AI's voice 1. Open **"Voz & tom" (Voice & tone)** in the menu. 2. On the **"Voz da IA" (AI voice)** card, click the play button of at least three voices to hear the preview. 3. Click the row of the chosen voice; it gets the `Voz atual` (Current voice) badge. #### How to hear a phrase in the AI's voice before turning it on 1. On the **"Teste com a sua frase" (Test with your phrase)** card, type the phrase in the box. 2. Press play on the player just below. #### How to make the AI reply to audio with audio 1. Choose the voice on the **"Voz da IA" (AI voice)** card. 2. Turn on the **"Responder em voz (TTS)" (Reply by voice (TTS))** switch. 3. From then on, when the lead sends audio, the reply goes out as audio. #### How to read the transcript of a lead's audio 1. In **"1 · ÁUDIOS RECEBIDOS" (1 · RECEIVED AUDIO)**, click the audio card. 2. Read the text in **"2 · TRANSCRIÇÃO" (2 · TRANSCRIPTION)** and the way of speaking in **"3 · REGISTRO DE FALA" (3 · SPEECH LOG)**. 3. Use **"Próxima página" (Next page)** to see older audio. ### Frequently asked questions #### Does the AI reply with audio to every message? No. With **"Responder em voz (TTS)" (Reply by voice (TTS))** on, it replies with audio when the lead sends audio; text messages still get text. #### How many voices are there to choose from? Nine: four female, four male and one neutral. #### Which voice does the AI use if I never chose one? The neutral one, Alloy. #### Can the AI speak in my voice or my salesperson's voice? Not on this screen: the voices are catalog synthetic voices. For the lead to hear your team's voice, record replies in "Intent & catálogo" (Intents & catalog), on the "Respostas gravadas" (Recorded replies) card. #### What is the maximum length of the test phrase? 240 characters; the counter beside the player shows how many have been used. #### Why does an audio show "Sem transcrição" (No transcript)? It arrived before the transcript was available or the transcription failed. The audio remains in the player for listening. #### Does the speech register change the AI's reply? It shows the lead's way of speaking and a suggested tone. The persona's tone, which applies to all conversations, is written in the "Editor de persona" (Persona editor). ### Guide: "Voz & tom" (Voice & tone) The audio messages leads send, what was said in them, and the voice your AI replies with. Two controls change behavior; the rest is read-only. Many people reply by audio on WhatsApp, and this screen exists because of that. It shows what arrived as speech, what was said, and which voice your AI replies with. Of everything shown here, only **two things** change its behavior: the **chosen voice** and the **"Responder em voz (TTS)" (Reply by voice (TTS))** switch — replying in audio, in everyday Portuguese. The rest is read-only. #### The screen, part by part On screen: "Voz & tom" (Voice & tone) screen with the received audio card on the left and the AI voice gallery on the right. No audio has arrived on this account yet: that is why the left side is empty and the transcription and speech log cards don't appear. 1. **The audio messages that arrived**: The audio messages leads sent, from newest to oldest. Empty as here means nobody has sent audio yet — and the cards **"2 · TRANSCRIÇÃO" (2 · TRANSCRIPTION)** and **"3 · REGISTRO DE FALA" (3 · SPEECH LOG)** only appear after you select an audio from this list. 2. **The AI's voice**: The first of the two real controls on the screen. The name shown in parentheses is your persona's: choose a voice that matches it. 3. **Nine voices in three groups**: **FEMININE** (Nova, Shimmer, Coral, Sage), **MASCULINE** (Onyx, Echo, Ash, Ballad) and **NEUTRAL** (Alloy), each with its timbre described in two words. Click and it switches: there is no save button. 4. **The preview of each voice**: Listen before you choose, as many times as you like. A preview does not deduct anything from your balance. 5. **The voice in use**: The chosen voice has its card highlighted and the **"Voz atual" (Current voice)** badge. This is the voice sent on WhatsApp when replying by audio is turned on. 6. **The lead's voice is never copied**: All voices come from a catalog. The audio of the person talking to you is used only to be understood — nothing is cloned or imitated. #### 1, 2 and 3 are the path of the audio The three numbers are not tasks for you to carry out in order. They are the route an audio takes on its own when it arrives, shown step by step so you can check where it stopped: - **1 · RECEIVED AUDIO**: What leads sent by voice. Click one to see the next two cards for that audio. - **2 · TRANSCRIPT**: The same audio turned into text — this is how the AI understands what was said. **"Sem transcrição" (No transcript)** means that audio could not be read; the conversation goes on as normal, but the AI did not hear that part. - **3 · SPEECH REGISTER**: A reading of that person's way of speaking — formal, informal or neutral — with the expressions that appeared. It works as a mirror: if everyone speaks informally and your AI replies in a suit and tie, the mismatch is right here in plain sight. #### Choosing the voice 1. **Listen to the previews**: The round button next to each voice plays a sample. Listen to at least three before deciding — on paper the names tell you nothing. 2. **Test with your phrase**: In the **"Teste com a sua frase" (Test with your phrase)** card, write up to 240 characters and listen in the current voice. Use a sentence your AI would really say, with the company name and a price in it: proper names and numbers are where voices differ the most. 3. **Click the voice**: The choice is saved on click and applies from the next reply onward. Changing it does not affect any audio that has already been sent. 4. **Decide whether it replies by speaking**: The **"Responder em voz (TTS)" (Reply by voice (TTS))** switch, at the bottom of the column, makes the reply go out as audio when the lead sends audio. When it is off, the AI understands the audio and replies in writing. > **What it looks like when it is well resolved:** The voice matches the persona's name, you have already heard your own sentence in it, and the decision to reply by audio is a conscious one: speaking with those who speak, writing with those who write. At that point this screen becomes what it should be — a place to check, not to tinker. #### With an A/B test running > **The change applies only to variant A:** If you have a test in [Personas A/B](https://attendto.com.br/en/manual/personas), the voice and the reply-by-audio switch change **only on variant A**. The screen does not warn you. Half of your leads keep hearing the old voice, and the test ends up comparing two different things from what you think. To change variant B, go to its editor. #### The way of speaking is not adjusted here Voice is the timbre; tone is the manner. This screen takes care of the timbre. There is no field, here or anywhere else, to choose between "you" and "sir", nor a control for reply length — if someone promised you that, the promise was wrong. The way of speaking is controlled by writing, in the **"Tom de voz" (Tone of voice)** field of the persona, in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) or in the [Personas A/B](https://attendto.com.br/en/manual/personas) editor. It is free text, and it is where instructions such as "address them informally", "replies of at most three lines" or "never promise a deadline without confirming" fit. The **"Nome da IA" (AI name)** also lives there, not here. #### What costs money and what does not - **Listening to a preview deducts nothing.** You can listen to all nine, as many times as you like. - **Testing with your own phrase deducts nothing.** Write and listen freely before deciding. - **Receiving a lead's audio is charged when it is turned into text.** Converting speech to text is billed per minute and appears in the statement as **Minuto de voz**. A three-minute audio costs three times as much as a one-minute one. When the AI is handling the conversation, every audio is transcribed; when the team is handling it, only with **"Transcrever áudios no atendimento humano" (Transcribe audio in human service)** turned on in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes) — when it is off (the default), the agent listens and nothing is charged. Your balance and the price of each item are in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas). It is worth checking after the first week with audio: an audience that talks a lot changes the month's bill. #### Who can change things - Changing the voice and turning on reply-by-audio: **only the account Owner**. - Listening to previews and testing phrases: Admin and above. - Reading the audio, the transcript and the speech log: anyone with access to the screen. In the dashboard: "Abrir Voz & tom" (Open Voice & tone). How people search: transcribe whatsapp audio; ai reply in audio; ai voice; choose virtual agent voice; text to speech; leads' audio messages; automatic audio transcription; test ai voice; tts voice reply; lead tone of voice. ## WhatsApp message templates: create a template, choose a category and submit it for Meta approval URL: https://attendto.com.br/en/manual/modelos-de-mensagem Menu: Intelligence > "Modelos de mensagem" (Message templates) "Modelos de mensagem" (Message templates) is the area of the dashboard where the company writes, submits for Meta approval and tracks its WhatsApp templates, the only messages that can be sent to someone who hasn't written in the last 24 hours. When it appears: Requires WhatsApp connected in "Conexões" (Connections), with the Meta business account linked. Each connected number has its own templates. ### Who can use it - Owner: Sees the list, creates templates, submits them for approval and removes templates. - Admin: Sees the list, creates templates, submits them for approval and removes templates. - Agent: Doesn't see the item in the menu or in the Ctrl K search: the screen is for Owners and Admins only. Through the direct address, the agent is taken back to the "Painel" (Dashboard). ### Screens #### "Modelos de mensagem" (Message templates) The "Modelos de mensagem" (Message templates) screen lets you see all WhatsApp templates with their approval status at Meta, their category and the preview of each, and create or remove templates. Address in the dashboard: `/app/modelos` ![Screenshot of the "Modelos de mensagem" (Message templates) screen. The "Modelos de mensagem" (Message templates) screen lets you see all WhatsApp templates with their approval status at Meta, their category and the preview of each, and create or remove templates.](https://attendto.com.br/prints-do-manual/modelos-de-mensagem--modelos-de-mensagem.png) The "Modelos de mensagem" (Message templates) screen in the demo account, with sample data and blurred values. ##### Top of the list The summary of what is under review and the actions. Buttons and actions: - **"Atualizar" (Refresh)**: Fetches the template list and the status of each one at Meta again. - **"Novo modelo" (New template)**: Opens the template editor. Also appears: - With templates under review: "‹n› modelos estão em análise na Meta" (‹n› templates are under review at Meta), noting that the status changes on its own when Meta responds. - With nothing under review, the sentence explains that a template is the approved message for someone who hasn't written in the last 24 hours. - Yellow notice when the connection doesn't have the Meta business account linked, asking you to reconnect WhatsApp through Facebook in "Conexões" (Connections). ##### Template card One card per template, in two columns on wide screens. Buttons and actions: - **"Remover o modelo ‹nome›" (Remove template ‹name›)**: Trash can button: opens the removal confirmation. - **"Ver como o lead recebe" (See how the lead receives it)**: Opens the full text and the preview in the WhatsApp bubble, with header, footer and buttons (it becomes "Ocultar prévia" (Hide preview)). Also appears: - Template name. - Status badge with a colored dot and the text, with the explanation in the tooltip: "Aprovado" (Approved), "Em análise na Meta" (Under review at Meta), "Recusado" (Rejected), "Pausado por qualidade" (Paused for quality), "Desativado pela Meta" (Disabled by Meta), "Em recurso na Meta" (Under appeal at Meta), "Arquivado por desuso" (Archived for inactivity), "Limite de modelos atingido" (Template limit reached), "Não chegou à Meta" (Didn't reach Meta), among others. - Category badge ("Marketing", "Utilidade" (Utility) or "Autenticação" (Authentication)), the header media type badge when there is one, and the language. - "O QUE PRECISA MUDAR" (WHAT NEEDS TO CHANGE) block when Meta rejected the template, with the reason in Portuguese. - The first two lines of the text and the template's buttons (quick reply, link or phone). ##### "Remover o modelo" (Remove the template) dialog Confirmation for removing a template. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover modelo" (Remove template)**: Deletes the template from here and from the Meta account. It can no longer be used for campaigns or to resume a conversation outside the 24 hours. There is no undo. Also appears: - For an approved template, the notice that Meta blocks the same name for 30 days after it is deleted. ##### Screen states - Loading: Gray bands in place of the cards. - Nothing here yet: "Nenhum modelo ainda" (No templates yet), explaining what a template is for, with the "Criar o primeiro modelo" (Create the first template) button. - If something goes wrong: "Não foi possível carregar os seus modelos" (We couldn't load your templates), with the notice that nothing was lost and the "Tentar de novo" (Try again) button. - WhatsApp not connected: "Conecte o WhatsApp para criar modelos" (Connect WhatsApp to create templates), with the "Ir para Conexões" (Go to Connections) button. #### "Novo modelo" (New template) The "Novo modelo" (New template) screen lets you write a WhatsApp template with a preview beside it, choose the category and language, add a header, footer and buttons, and submit everything for Meta approval. Address in the dashboard: `/app/modelos/novo` ![Screenshot of the "Novo modelo" (New template) screen. The "Novo modelo" (New template) screen lets you write a WhatsApp template with a preview beside it, choose the category and language, add a header, footer and buttons, and submit everything for Meta approval.](https://attendto.com.br/prints-do-manual/modelos-de-mensagem--novo-modelo.png) The "Novo modelo" (New template) screen in the demo account, with sample data and blurred values. How to get there: Through the "Novo modelo" (New template) button (or "Criar o primeiro modelo" (Create the first template)) on the "Modelos de mensagem" (Message templates) screen. ##### "Voltar" (Back) Buttons and actions: - **"Voltar para os modelos" (Back to templates)**: Goes back to the list without saving what was written. ##### Identification Name, language and category. The lead doesn't see the name. Fields and filters: - **"Nome do modelo" (Model name)** (required): Only lowercase letters, numbers and underscores; the screen adjusts as you type (example: confirmacao_de_reuniao). It has a character counter. - **"Idioma" (Language)**: Portuguese (Brazil), Portuguese (Portugal), English (United States) or Spanish (Spain). Name and language together are the template's identity at Meta. Buttons and actions: - **"Categoria" (Category)**: Cards to choose between "Marketing" and "Utilidade" (Utility), each with what it is for and how Meta charges for it. Below, "Quando usar" (When to use) and "Evite" (Avoid) for the chosen category. The icon tooltip explains that the category changes the price and is a common reason for rejection. ##### Message The only required field besides the name. Fields and filters: - **"O que o lead recebe" (What the lead receives)** (required): The message text, with a character counter. Use {{1}}, {{2}} where the text changes for each lead. It accepts *bold*, _italic_ and ~strikethrough~. It cannot start or end with a variable. - **"Exemplo da variável ‹n›" (Variable ‹n› example)**: Appears for each variable in the text, inside "Exemplos das variáveis" (Variable examples). Meta requires an example of each one for review; it is the one shown in the preview. ##### What the lead will see Faithful preview of the WhatsApp bubble, with your examples in place of the variables. On a computer it stays fixed beside the form; on a mobile phone, right below the message. ##### Adjustments (optional) Header, footer and buttons. You can submit without any of them. Fields and filters: - **"Título do modelo" (Template title)**: The text header (example: Meeting confirmed), with a character counter. - **"Exemplo da variável do título" (Title variable example)**: Appears when the header has a variable; Meta requires the example. - **"Rodapé" (Footer)**: Fixed text, with no variable, that appears in gray below the message (example: Reply STOP to stop receiving messages). - **"Texto do botão ‹n›" (Button ‹n› text)**: The text that appears on the button. - **"Endereço do botão ‹n›" (Button ‹n› URL)**: Only on the "Link" type button: the address the button opens. - **"Telefone do botão ‹n›" (Button ‹n› phone)**: Only on the "Telefone" (Phone) type button: the number the button calls, with country code. Buttons and actions: - **"Texto" (Text)**: Text header. - **"Imagem" (Image)**: Header with an image. - **"Escolher imagem" (Choose image)**: Uploads the sample image (JPG or PNG) that Meta reviews along with the text. You choose the image for each send later, in the campaign. - **"Trocar" (Change)**: Chooses another sample image. - **"Remover a imagem do cabeçalho" (Remove header image)**: Removes the chosen image. - **"Resposta rápida" (Quick reply)**: Adds a button that sends its own text back as the lead's message. - **Link**: Adds a button that opens an address in the browser. - **"Telefone" (Phone)**: Adds a button that starts a call. - **"Tipo do botão ‹n›" (Button ‹n› type)**: Changes the type of a button that was already created. - **"Remover botão ‹n›" (Remove button ‹n›)**: Deletes the button. Also appears: - With no buttons, the screen explains what each type does. - When the maximum number of accepted buttons is reached, the add buttons disappear. - Once an image is chosen, it shows the thumbnail, the name, the size and "aceita pela Meta" (accepted by Meta). ##### Submission for approval The final button and the notice of what is missing. Buttons and actions: - **"Enviar para aprovação" (Submit for approval)**: Sends the template for Meta's review and goes back to the list, where it appears as "Em análise na Meta" (Under review at Meta). Also appears: - Fixed notice: Meta is the one that approves and doesn't guarantee a deadline; when it responds, the status changes in the list and a notification arrives. - Each field's errors appear after you leave the field or try to submit, in red when they block the submission and in yellow when they are only a warning. ##### Screen states - Loading: While the image uploads, the button shows "Enviando imagem…" (Uploading image…); during the submission, "Enviando…" (Sending…). - If something goes wrong: When you try to submit with a problem, "Falta um ajuste antes de enviar" (One adjustment is missing before sending) (or "Faltam ‹n› ajustes antes de enviar" (‹n› adjustments are missing before sending)) appears, reminding you that these are Meta's own rules. ### Step by step #### How to create a WhatsApp message template 1. Open **"Modelos de mensagem" (Message templates)** and click **"Novo modelo" (New template)**. 2. Fill in **"Nome do modelo" (Model name)** and choose the **"Idioma" (Language)**. 3. Choose the **"Categoria" (Category)** by reading "Quando usar" (When to use) and "Evite" (Avoid). 4. Write the text in **"O que o lead recebe" (What the lead receives)** and fill in an example for each variable. 5. Check the bubble in **"O que o lead vai ver" (What the lead will see)**. 6. Click **"Enviar para aprovação" (Submit for approval)**. #### How to put an image in the template header 1. In the editor, under **"Ajustes (opcionais)" (Adjustments (optional))**, click **"Imagem" (Image)**. 2. Click **"Escolher imagem" (Choose image)** and select a JPG or PNG. 3. Wait for **"aceita pela Meta" (accepted by Meta)** to appear and submit the template. In the campaign you choose the image for each send. #### How to add buttons to the template 1. Under **"Ajustes (opcionais)" (Adjustments (optional))**, click **"Resposta rápida" (Quick reply)**, **Link** or **"Telefone" (Phone)**. 2. Fill in the button text and, if it is a link or phone button, the address or the number. 3. Check the buttons in the preview before submitting. #### How to see why a template was rejected 1. In the **"Modelos de mensagem" (Message templates)** list, find the card with the **"Recusado" (Rejected)** status. 2. Read the **"O QUE PRECISA MUDAR" (WHAT NEEDS TO CHANGE)** block. 3. Create a new template with the fix under **"Novo modelo" (New template)**. #### How to remove a template 1. On the template card, click the trash can icon. 2. Read the notice (for an approved template, the name stays blocked for 30 days at Meta). 3. Click **"Remover modelo" (Remove template)**. ### Frequently asked questions #### Why do only the Marketing and Utility categories appear in the editor? Those are the two that the editor composes. "Autenticação" (Authentication) is for login codes with fixed Meta text and doesn't suit customer service; a template of that category created outside the dashboard appears in the list with the "Autenticação" (Authentication) badge. #### Can I create two templates with the same name? Only in different languages: for Meta, name and language together are the template's identity. #### Do I need to click "Atualizar" (Refresh) to see whether the template was approved? No. The status changes on its own when Meta responds; "Atualizar" (Refresh) only forces a new read right away. #### Why can't the agent open "Modelos de mensagem" (Message templates)? Creating and deleting templates changes the company's business account at Meta, so the screen is for Owners and Admins. The agent is taken back to the "Painel" (Dashboard). #### Is the image I upload in the editor the one that goes to customers? No. It is the sample that Meta reviews. The image that actually goes out is chosen in each campaign, in the template step. #### Can I use formatting in the template text? Yes: *bold*, _italic_ and ~strikethrough~, the WhatsApp way. The preview shows how it looks. ### Guide: "Modelos de mensagem" (Message templates) The approved texts that let you talk to someone who stopped replying. Write here, see how the lead receives it and send it for approval. After 24 hours without a reply from the lead, WhatsApp closes the door: you can no longer write whatever you want. Only **pre-approved text** gets through. This screen is where those texts are born. You write, send for approval and follow the result without leaving here. An approved template now shows up in three places: in the Inbox when the window is closed, in campaigns and in automatic sequences. > **Each number has its own templates:** The approved text does not belong to the dashboard: it lives in the Meta account where the **number** is. With more than one number connected, the list below shows the templates of **all** of them together, without saying which belongs to whom; syncing and **creating**, however, apply to the channel's **default account**. That is why the campaign wizard asks which number to send from **before** listing the templates — there the list is already filtered. See [Connections](https://attendto.com.br/en/manual/conexoes). #### The list of templates On screen: List of message templates with each one's approval status. Each template with its status. Only the approved ones can be sent. 1. **The notice of what is under review**: How many templates are waiting for a reply. **"Novo modelo" (New template)** opens the editor with the preview alongside, showing how the lead will receive it. 2. **An approved template**: Name, status, category and the text with the variables. **"Ver como o lead recebe" (See how the lead receives it)** opens the WhatsApp bubble exactly as it looks. 3. **Waiting on Meta**: Nothing on your side is pending. When Meta replies, the status changes on its own here. 4. **"Recusado" (Rejected), with the reason in Portuguese**: No error code. Here the **"O que precisa mudar" (What needs to change)** block explains the rejection and the fix — in this case, advertising text in a category that only serves to move an order along. - **"Aprovado" (Approved)**: Can be sent. It is the only status that is good for anything. - **"Em análise na Meta" (Under review at Meta)**: It was sent for approval and is in the queue. It usually clears in minutes, sometimes it takes hours. There is nothing to do. - **"Recusado" (Rejected)**: It did not pass, and the screen says why. It is almost always an exaggerated promise, advertising text in the wrong category or a misplaced variable. Fix it and send it again. - **"Pausado por qualidade" (Paused for quality)**: It was approved, but many people blocked or reported it. It is the clearest sign that the message is bothering people: rewrite it before insisting. #### Writing a template that passes 1. **Give it a name you will recognize three months from now**: `retomada_orcamento` is better than `modelo2`. The name appears when you choose, in the middle of a campaign. 2. **Write short and specific**: One sentence of context and one question. Long text full of adjectives is what most often comes back rejected. 3. **Use variables to personalize**: `{{1}}` becomes the person's name, `{{2}}` whatever you want. "Hi {{1}}, how are you?" arrives with each person's real name. 4. **Check the preview**: The bubble alongside shows the message as it arrives on the lead's phone. If it looks odd there, it will look odd on their end. 5. **Send it for approval**: Then you wait. Meanwhile the template stays under review and cannot be used. > **Template with an image in the header:** In **"Ajustes" (Adjustments)**, switch the header from **"Texto" (Text)** to **"Imagem" (Image)** and upload a JPG or PNG of up to 5 MB. That image is the **sample Meta reviews** along with the text — the image each lead receives you choose at send time, in [Campaigns](https://attendto.com.br/en/manual/campanhas), which asks for the file before confirming. Through the Inbox this template does not go out yet: the conversation does not attach the header file, and the screen warns about it. > **Every template message is charged:** A template has a price per delivery. In a campaign of 500 people that is a real bill — and the screen says how much and **who charges** before you confirm. Starting 10/01/2026 a Meta fee also applies to replies inside the conversation (service). Each number gets 1,000 at no cost per month; the Brazilian rate is still an estimate. See [Balance & top-ups](https://attendto.com.br/en/manual/saldo-e-recargas). > **Do not write a template for what the window covers:** If the lead talked to you today, reply normally: it costs nothing and arrives the same. A template is for those who went quiet. #### Where they are used - **In the [Inbox](https://attendto.com.br/en/manual/inbox)**, when the window has closed. The screen offers the approved ones and you fill in the variables on the spot. - **In [Campaigns](https://attendto.com.br/en/manual/campanhas)**, to talk to many people at once. - **In automatic sequences**, when a lead goes silent and the dashboard reaches out again on its own. #### When the template is rejected, or stops working - **"Recusado" (Rejected) right at the first review**: It is almost always a promise, fake urgency or text that looks like pure advertising. Rewrite it as you would write to a customer who already knows you, drop the exclamation mark and send it again — there is no limit on attempts. - **Approved yesterday, rejected today**: An approved template can lose approval later, due to quality or complaints from recipients. When that happens, the campaign and cadence that use that template **fail to send** until you choose another one. It is worth checking the list before a big send. - **The cadence warns that the template has too many variables**: An automatic sequence only knows how to fill in the first variable (the name). A template with two or more is only good for campaigns, where you fill in the rest on the spot. - **It is taking a long time to approve**: The review is not ours and has no guaranteed deadline. Do this with room to spare: asking for approval the day before a campaign is the recipe for not sending. > **A good base of templates looks like this:** Few, approved, and each one solving a different moment: following up with someone who vanished, confirming a time, announcing news. Too many templates just make you lose time choosing — and each of them needs to stay approved to be good for anything. In the dashboard: "Abrir Modelos de mensagem" (Open Message templates). How people search: create whatsapp template; whatsapp message template; meta template approval; template rejected by meta; marketing or utility category; message outside the 24-hour window; template with image; buttons in whatsapp template; template variables; delete whatsapp template. ## WhatsApp Forms: order, scheduling and quote on a screen the AI offers in the conversation URL: https://attendto.com.br/en/manual/formularios Menu: Intelligence > "Formulários" (Forms) "Formulários" (Forms) is the area of the panel where the company publishes to Meta the screens that open inside WhatsApp (WhatsApp Flows), so the customer can fill in an order, scheduling, quote, visit or registration in one go; the AI offers each form at the right moment in the conversation, and the response arrives organized in the Inbox and on the lead. When it appears: Appears only for the account with WhatsApp Forms enabled and requires WhatsApp connected under "Conexões" (Connections), with the company's WhatsApp Business account. ### Who can use it - Owner: Sees the screen, creates from scratch, publishes "Modelos prontos" (Ready-made templates), uses "Criar com IA" (Create with AI), changes when the AI offers, edits the fields and deletes forms. - Admin: Sees the screen, creates from scratch, publishes "Modelos prontos" (Ready-made templates), uses "Criar com IA" (Create with AI), changes when the AI offers, edits the fields and deletes forms. - Agent: Does not see the item in the menu: the screen is for Owner and Admin only. In the Inbox, sends a published form from the reply field, within the 24-hour window. ### Screens #### "Formulários do WhatsApp" (WhatsApp forms) The "Formulários do WhatsApp" (WhatsApp forms) screen is for viewing the account's forms with each one's status on Meta, how many were filled in this month and how many messages they saved, and for creating, editing, publishing and deleting forms. Address in the dashboard: `/app/formularios` ##### Top The title, how many are published and the three ways to start. Buttons and actions: - **"Novo formulário" (New form)**: Opens the choice of how to start: "Criar do zero" (Start from scratch), "Modelos prontos" (Ready-made templates) or "Criar com IA" (Create with AI). - **"Modelos prontos" (Ready-made templates)**: Opens the templates by industry. - **"Criar com IA" (Create with AI)**: Opens "Criar com IA" (Create with AI), where the AI proposes the business's forms. ##### Numbers for the month Also appears: - Filled in this month, with how many were sent. - Fill-in rate, with the change from the previous month. - Fewer messages, with the estimate of what no longer went to the Meta account (or the notice that the number is still within the month's allowance). ##### Your forms One row per form (a card on a mobile phone). Buttons and actions: - **"Editar" (Edit)**: Opens the editor: fields, screens, when the AI offers, on receiving and publishing. - **"Mais ações" (More actions)**: It is the ⋯ button on each form: opens the menu with "Editar" (Edit) and "Excluir formulário" (Delete form). Only the Owner and the Admin see "Excluir formulário" (Delete form). - **"Excluir formulário" (Delete form)**: Opens the confirmation to delete the form (see the "Excluir formulário" (Delete form) section). - **"Corrigir" (Fix)**: Appears on the form with an error: opens the editor with what Meta rejected. Also appears: - Columns: "Formulário" (Form), "Na Meta" (On Meta) ("Rascunho" (Draft), "Em análise" (Under review), "Publicado" (Published), "Com erro" (With error), "Pausado pela Meta" (Paused by Meta)), "Quando a IA oferece" (When the AI offers it), "Preenchidos" (Filled in) and "Taxa" (Rate). ##### "Novo formulário" (New form) The window that asks how to start, with three doors. Buttons and actions: - **"Criar do zero" (Start from scratch)**: Opens a blank form with one screen, to build field by field in the editor. - **"Modelos prontos" (Ready-made templates)**: Opens the templates by industry, already with fields, rules and the button text. - **"Criar com IA" (Create with AI)**: Opens "Criar com IA" (Create with AI), where the AI proposes the business's forms. - **"Cancelar" (Cancel)**: Closes the window without creating anything. ##### "Criar do zero" (Start from scratch) Two pieces of information to start; the rest is built in the editor. Fields and filters: - **"Nome" (Name)** (required): Up to 80 characters, with a counter. Only the team sees the name; the customer sees the title of each screen. - **"Para que serve" (What it's for)** (required): Six cards to choose from. Meta uses the choice to classify the form. Buttons and actions: - **"Criar e abrir o editor" (Create and open the editor)**: Creates the draft with one screen and opens the editor. - **"Voltar" (Back)**: Goes back to the choice of the three doors. - **"Cancelar" (Cancel)**: Closes the window without creating anything. ##### Ready-made templates by industry The templates that come already built, with the account's industry first. Fields and filters: - **"Filtrar por segmento" (Filter by industry)**: Filter buttons by industry; the account's own carries "Seu segmento" (Your industry). Buttons and actions: - **"Ver prévia" (Preview)**: Draws the form on a mobile phone, as the customer sees it. Nothing is sent. - **"Usar este modelo" (Use this template)**: Creates a draft from the template and opens the review. Also appears: - Each card shows the fields, the "Mais usado" (Most used) badge when it applies, and whether the template uses the "Agenda" (Calendar) or knowledge base data. ##### Form editor Screens and fields on one side, the live preview on a mobile phone on the other, and the form sections below. Fields and filters: - **"Título da tela" (Screen title)**: The title the customer sees at the top of each screen. - **"Botão no fim da tela" (Button at the end of the screen)**: The text of the button that moves forward; on the last screen, the one that submits. - **"Pergunta" (Question)** (required): The text of the field. The character limit depends on the type and is enforced by Meta. - **"Tipo" (Type)**: "Texto curto" (Short text), "Texto longo" (Long text), "Número" (Number), "E-mail" (Email), "Telefone" (Phone), CPF, "Endereço" (Endpoint), "Data" (Date), "Escolha única" (Single choice), "Várias escolhas" (Multiple choice), "Lista suspensa" (Dropdown), "Sim ou não" (Yes or no), "Consentimento" (Consent) and "Foto" (Photo). - **"Opções" (Options)**: The alternatives for "Escolha única" (Single choice), "Várias escolhas" (Multiple choice) and "Lista suspensa" (Dropdown). In "Sim ou não" (Yes or no), the options are fixed. - **"Obrigatório" (Required)**: When on, the customer cannot continue without answering. - **"Mostrar" (Show)**: Under "Só se" (Only if), hides the field until a previous choice matches; if the condition stops being valid, the editor warns you. - **"Gravar no lead como" (Save to lead as)**: Chooses which lead field the answer is saved to (it appears in the "Dossiê" (Dossier) and on the lead record, and the "Funil" (Pipeline) can use it). With "Não gravar" (Don't save), the answer stays only in the conversation. - **"Nome do formulário" (Form name)** (required): Only the team sees it. Up to 80 characters, with a counter; applies to the next published version. - **"Para que serve" (What it's for)**: The purpose Meta uses to classify the form; applies to the next published version. - **"Texto do botão" (Button text)** (required): The button under the AI's message, with up to 20 characters and a counter. - **"Ponto de partida da oferta" (Offer starting point)**: What guides the AI to open the conversation that leads to the form. Buttons and actions: - **"Campo" (Field)**: The "+ Campo" (+ Field) button adds a field to the chosen screen. - **"Campo nesta tela" (Field on this screen)**: The "+ Campo nesta tela" (+ Field on this screen) button, at the end of each screen, adds a field to it. - **"Tela" (Screen)**: The "+ Tela" (+ Screen) button adds a screen to the form, already with one field. - **"Tirar a tela" (Remove screen)**: Trash can button next to the screen title (appears with more than one screen); removes the screen and its fields. It only takes effect when you publish. - **"Opção" (Option)**: The "+ Opção" (+ Option) button adds an alternative to "Escolha única" (Single choice), "Várias escolhas" (Multiple choice) or "Lista suspensa" (Dropdown); type it and press Enter. - **"Subir" (Move up)**: On the open field, moves the field up one position (or drag it by the handle). - **"Descer" (Move down)**: On the open field, moves the field down one position (or drag it by the handle). - **"Tirar o campo" (Remove field)**: On the open field, removes the field from the form. It only really disappears when you publish the new version. - **"Novo campo do lead" (New lead field)**: Under "Gravar no lead como" (Save to lead as), creates a new lead field to store that answer; the form's options are copied and the lead's list follows the changes. - **"Regra" (Rule)**: The "+ Regra" (+ Rule) button adds a rule for when the AI offers, written in plain language ("Quando…" (When…) and an optional "Exemplo" (Example)), up to 8 rules. Each rule has a toggle and the "Tirar a regra" (Remove rule) button. - **"Tirar a regra" (Remove rule)**: Removes the rule from the list. - **"A IA decide sozinha" (The AI decides on its own)**: Recommended default: the AI offers when it notices the request; the rules become hints. - **"Só quando uma regra bater" (Only when a rule matches)**: The AI only offers when an enabled rule is met. With no enabled rule, it never offers this form. - **"Descartar alterações" (Discard changes)**: On the draft version of a published form, goes back to the version that is live and discards the changes; asks for confirmation. - **"Publicar na Meta" (Publish to Meta)**: Checks the form and sends it to the company's WhatsApp Business account; the status changes to "Em análise" (Under review) and updates on its own when Meta responds. - **"Ver campo" (View field)**: In the list of points to fix before publishing, takes you to the field that needs adjusting. - **"Corrigir" (Fix)**: In the list of points to fix before publishing, takes you to the point that needs correcting. - **"Detalhe técnico para o suporte" (Technical details for support)**: On a rejected form, shows Meta's original text to send to support. - **"Excluir formulário" (Delete form)**: At the end of the "Publicação na Meta" (Publication on Meta) section, for Owner and Admin; opens the confirmation. - **"Testar no meu WhatsApp" (Test on my WhatsApp)**: At the top of the editor, to the left of "Publicar na Meta" (Publish to Meta), for Owner and Admin; opens the dialog to send the newest version to your mobile phone (see the "Testar no meu WhatsApp" (Test on my WhatsApp) section). Also appears: - "Ao receber a resposta" (When the response is received): what happens on its own when the customer submits (save to the lead, the AI replies with the summary, notify the team, create the booking automatically). - Platform lock, with a padlock: never in the customer's first message, does not repeat after a refusal, never outside the 24-hour window on its own. - To change the order, drag the field by the handle (or use the keyboard arrows). - Versions: when you touch any field of a published form, the editor creates the next version as a draft ("Você está editando a versão N" (You are editing version N)). The live version keeps working until you publish. - Before publishing, the editor lists the points Meta would reject, each with "Ver campo" (View field) or "Corrigir" (Fix); nothing goes to Meta while there are points. - If Meta rejects it, the screen shows each problem in Portuguese and the previous version stays live. ##### "Testar no meu WhatsApp" (Test on my WhatsApp) Sends the newest version of the form (the draft or, if there is no draft, the published one) to your mobile phone. Only the Owner and the Admin can test. Fields and filters: - **"Seu número de WhatsApp" (Your WhatsApp number)** (required): With the area code, in the format (11) 98765-4321. If your mobile number is registered under "Meu perfil" (My profile), it comes pre-filled and can only be changed through the profile. Buttons and actions: - **"Trocar no perfil" (Change in profile)**: Closes the test and opens "Meu perfil" (My profile) to change the mobile number. - **"Cadastrar meu celular no perfil" (Add my cell phone to my profile)**: No mobile number in the profile: closes the test and opens "Meu perfil" (My profile) to register it. - **"Enviar teste" (Send test)**: Sends the form to the number entered. - **"Enviar de novo" (Send again)**: After sending, repeats the test. - **"Tentar de novo" (Try again)**: When there is no conversation in the last 24 hours, tries again after you send a "hi". - **"Fechar" (Close)**: Closes the dialog. - **"Cancelar" (Cancel)**: Closes the dialog without sending. Also appears: - First, send a "hi" from your mobile phone to the company's WhatsApp number, which the dialog shows: WhatsApp only lets you send within 24 hours of your last message, and the test requires the "hi" to be no more than 30 minutes old. A conversation that is with an agent does not receive tests. - With no conversation from you in the last 24 hours, nothing is sent or charged, and the screen explains how to open the window. - With your mobile number in "Meu perfil" (My profile), the "hi" does not become a lead: the AI does not reply, nothing is charged and the conversation appears in the Inbox with the "Equipe · teste" (Team · test) badge. Without the mobile number in the profile, the notice turns yellow: the "hi" comes in as a regular lead and the AI replies. - The response appears in the Inbox with the "Teste · versão N" (Test · version N) badge. It does not become a lead, does not enter the "Painel" (Dashboard) and the AI does not reply. - The test is not charged; each form accepts up to 10 per hour, and the whole account up to 30. - Without the account's WhatsApp connected, the button is disabled. - When you publish later, Meta reuses the same test form. ##### "Excluir formulário" (Delete form) The confirmation that appears when deleting from the list or from the editor. Only the Owner and the Admin can delete. Buttons and actions: - **"Excluir" (Delete)**: Confirms. The form leaves the list and the AI stops offering it right away. - **"Cancelar" (Cancel)**: Closes the confirmation without changing anything. Also appears: - Draft form (never published): it is also deleted on Meta, there are no submissions or responses to keep, and it cannot be undone. - Published form: Meta takes it offline (it does not delete published forms). - Submissions still awaiting a response: if the customer replies, the response comes in; we do not send a reminder. - The responses already received, the data saved on the leads and the history stay where they are. - If the form opens through a message template, the confirmation warns that the template will no longer open it; delete the template under "Modelos de mensagem" (Message templates) if you will not use it. - If Meta does not respond, nothing changes: the form stays as it was and you can try again. ##### "Criar com IA" (Create with AI) The AI proposes 2 to 4 forms for the business; nothing goes to Meta without confirmation. Fields and filters: - **"Quer orientar a IA?" (Want to guide the AI?)**: Optional instruction (for example, "focus on delivery"). Buttons and actions: - **"Gerar propostas" (Generate proposals)**: Starts the reading. It is one AI generation, deducted from the balance as one processed message; on Enterprise it runs on the company's own model. - **"Prefiro um modelo pronto" (I prefer a ready-made template)**: Goes back to the ready-made templates without generating. - **"Cancelar" (Cancel)**: During the reading, stops the generation without charging. - **"Aceitar" (Accept)**: Marks the proposal for publishing. - **"Descartar" (Discard)**: Leaves the proposal out. - **"Desfazer" (Undo)**: Returns the proposal to undecided. - **"Editar" (Edit)**: Opens the proposal in the editor and marks it as accepted. If it is similar to a published form, it opens that form's next version as a draft, and the published one stays live until you publish. The editor's back button takes you to "Propostas" (Proposals). - **"Regerar com uma instrução" (Regenerate with an instruction)**: Requests a new round; the decisions are kept and the generation is charged again. - **"Gerar assim mesmo" (Generate anyway)**: With a thin base, generates anyway. Also appears: - What the AI will read: the account's "Segmento" (Industry), the "Base de conhecimento" (Knowledge base), the "Agenda" (Calendar) and the conversations from the last 90 days, only as counts; no customer name, phone number or sentence. - Each proposal brings the fields, "Por que a IA sugeriu" (Why the AI suggested it), the confidence level and, when it looks like a published one, the notice that accepting creates its next version. - Review before it goes to Meta: button with up to 20 characters, no repeated field, outside-window turned off and the offer mode of each one. - At the end, the result per form: published, under review or needs fixing. ##### Screen states - Loading: "Carregando os formulários…" (Loading the forms…) with gray bars in place of the list. - Nothing here yet: "Nenhum formulário ainda" (No forms yet), with "Montar com a IA" (Build with AI), the templates for the account's industry and "Criar do zero" (Start from scratch). - If something goes wrong: "Não foi possível carregar os seus formulários" (Could not load your forms), warning that the published ones keep working on WhatsApp, with "Tentar de novo" (Try again). - Thin base for the AI: "A sua Base tem pouco para a IA sugerir com segurança" (Your Base has too little for the AI to suggest safely) (no catalog and no frequently asked questions) or "Ainda há poucas conversas para a IA sugerir com segurança" (There are still too few conversations for the AI to suggest safely), with the real cause, no charge and "Gerar assim mesmo" (Generate anyway). - Meta paused the form: "A Meta pausou este formulário" (Meta paused this form): the AI stops offering it until Meta releases it. ### Step by step #### How to publish a form on WhatsApp from a ready-made template 1. Open "Formulários" (Forms) and click "Modelos prontos" (Ready-made templates). 2. Choose the template for your industry and view the preview. 3. Click "Usar este modelo" (Use this template). 4. In the editor, check the name, the fields, the button text, when the AI offers and what happens on receiving the response. 5. Click "Publicar na Meta" (Publish to Meta) and wait for the status to change to "Publicado" (Published). #### How to create a form from scratch 1. In "Formulários" (Forms), click "Novo formulário" (New form) and choose "Criar do zero" (Start from scratch). 2. Write the name, choose "Para que serve" (What it's for) and click "Criar e abrir o editor" (Create and open the editor). 3. Build the screens with "+ Tela" (+ Screen) and the fields with "+ Campo" (+ Field); drag by the handle to change the order. 4. In each field, set the type, the question, whether it is "Obrigatório" (Required) and, if you want, "Gravar no lead como" (Save to lead as). 5. Choose when the AI offers and the button text, fix whatever the editor flags and click "Publicar na Meta" (Publish to Meta). #### How to test a form on my WhatsApp 1. In "Meu perfil" (My profile), in the "Menu do usuário" (User menu), register your mobile number, so the "hi" does not become a lead. 2. From your mobile phone, send a "hi" to the company's WhatsApp number. 3. In the editor, click "Testar no meu WhatsApp" (Test on my WhatsApp); the number already comes from the profile. 4. Click "Enviar teste" (Send test) and open the form on your mobile phone. The response appears in the Inbox with the "Teste" (Test) badge, without becoming a lead. #### How to delete a form 1. Under "Seus formulários" (Your forms), open the ⋯ menu of the form and click "Excluir formulário" (Delete form) (or use the button at the end of "Publicação na Meta" (Publication on Meta), inside the editor). 2. Read what happens to the submissions and to the template, and click "Excluir" (Delete). #### How to create forms with AI 1. In "Formulários" (Forms), click "Criar com IA" (Create with AI). 2. See what the AI will read and, if you want, write an instruction. 3. Click "Gerar propostas" (Generate proposals) and follow the reading. 4. Accept or discard each proposal and click "Revisar e publicar" (Review and publish). 5. Check the checks and publish to Meta. #### How to send a form through the Inbox 1. Open the conversation with the 24-hour window open. 2. Click the form button in the reply field. 3. Choose a published form. The customer's response appears in the conversation and in the "Dossiê" (Dossier). #### How to send the responses to my system 1. With the "Base avançada" (Advanced base), open "Fluxos" (Flows) and create a flow with the trigger "Formulário preenchido" (Form filled in). 2. Choose the action: call your system, send to the spreadsheet or notify the team. The responses become flow variables. ### Frequently asked questions #### What do the buttons on the form response in the Inbox do? "Agendar" (Schedule) and "Agendar visita" (Schedule visit) create the appointment in the account's "Agenda" (Calendar). "Criar pedido" (Create order) turns into the conversation's order and calls the team, just like when the order is complete. "Criar cotação" (Create quote) becomes a card in the "Funil" (Pipeline). #### When does the AI offer the form? When the conversation calls for it: an order, a time slot, a quote. Never in the customer's first message, never again after a refusal and never outside the 24-hour window on its own. With "Só quando uma regra bater" (Only when a rule matches), only when an enabled rule is met. #### What happens to the responses when I delete a form? Nothing is lost: the responses already received, the data saved on the leads and the history stay. The form leaves the list and the AI stops offering it right away; submissions still awaiting a response accept the customer's reply, with no reminder. #### If I edit a published form, do customers notice? Not until you publish. Touching a field creates the next version as a draft and the published version stays live; "Descartar alterações" (Discard changes) goes back to it. #### Can I test the form before publishing? Yes. In the editor, "Testar no meu WhatsApp" (Test on my WhatsApp) sends the newest version to your number, after you send a hi to the company's number (the 24-hour window). The test is not charged, does not become a lead and does not enter the "Painel" (Dashboard). #### Does the form replace the AI's conversation? No. It is a tool of the AI: the conversation continues, and the AI replies with the summary and the next step when the response arrives. #### How much does it cost? Each "Criar com IA" (Create with AI) generation is deducted from the balance as one processed message; offering and receiving have no charge of their own. Whatever Meta charges for the messages goes to the company's WhatsApp account, under its rules. On Enterprise, the generation runs on the company's own model. #### Can the customer open it on a computer? The form opens in WhatsApp on the mobile phone. When the computer does not display it, the Inbox card tells the customer to open it on the phone. ### Guide: "Formulários" (Forms) Screens that open inside WhatsApp for the customer to fill in an order, booking, or quote all at once. The AI offers it at the right moment and the response arrives organized in the Inbox and on the lead. A form is a **screen that opens inside WhatsApp itself**. Instead of answering question by question in the chat (which product, how many, delivery or pickup, which address, how they pay), the customer taps the button on the message, fills everything in at once, and sends it. The response returns to the conversation already organized. The form is an **AI tool**, not a bot in its place: the conversation continues as usual, and the AI only offers the screen when it spares the customer a back-and-forth. Every decision is recorded, with the reason, for your team to review. In the dashboard: "Abrir Formulários" (Open Forms). It is under "INTELIGÊNCIA" (INTELLIGENCE), right below "Modelos de mensagem" (Message templates). Only the Owner and Admin can see it. #### The words on the screen - **Form**: The screen your account publishes on WhatsApp: the fields, the button text, when the AI offers it, and what happens when the response arrives. - **Ready-made template**: A form that comes already built for your industry (you adjust it afterward in the editor): pharmacy order, build an order, book an appointment or time slot, schedule a visit, consortium simulation, insurance quote, and customer registration. - **Editor**: Where you build the form: the screens, the fields on each screen, when the AI offers it, what happens on receipt, and publishing. The phone preview follows every change. - **"Versão" (Version)**: Each publication is a version. Changing a published form creates the next version as a draft; the live version stays in effect until you publish the new one. - **"Publicar na Meta" (Publish to Meta)**: Every form goes through Meta before it reaches your customers. While Meta reviews it, the form stays **"Em análise" (Under review)**. - **Send**: Each time a form goes out in a conversation, by the AI or by someone on the team. A send has its own status: awaiting, completed, or expired. - **Data in the send**: The up-to-the-moment lists that go along with the form (the products mentioned with price and stock, the free time slots from the Calendar, the properties). The customer sees the time of the list and the notice "sujeito à confirmação" (subject to confirmation); the AI checks again when the response arrives. - **Fewer messages**: How many of your company's messages the conversation would have used without the form, minus the ones it used with it. | Status on Meta | What it means | | --- | --- | | "Rascunho" (Draft) | Not yet sent to Meta. | | "Em análise" (Under review) | Meta is reviewing it. It changes on its own to "Publicado" (Published) or "Com erro" (With error), without you refreshing the screen. | | "Publicado" (Published) | Live: the AI and the team can already send it. | | "Com erro" (With error) | Meta did not accept it. The screen states the reason in Portuguese and what to fix. | | "Pausado pela Meta" (Paused by Meta) | Meta suspended the form. It stops being offered until Meta releases it. | #### The screen, part by part - **"Formulários do WhatsApp" (WhatsApp forms)**, with how many are published, and the actions **"Novo formulário" (New form)**, **"Modelos prontos" (Ready-made templates)**, and **"Criar com IA" (Create with AI)**. **"Novo formulário" (New form)** asks how to start: **"Criar do zero" (Start from scratch)**, **"Modelos prontos" (Ready-made templates)**, or **"Criar com IA" (Create with AI)**. - Three numbers for the month: **"Preenchidos no mês" (Completed this month)**, **"Taxa de preenchimento" (Completion rate)** (with the change from the previous month), and **"Mensagens a menos" (Fewer messages)**. - The list of forms: the name, the status on Meta, when the AI offers it, how many were completed, and the rate, with **"Editar" (Edit)** in plain view and the **⋯** menu with **"Editar" (Edit)** and **"Excluir formulário" (Delete form)**. On a phone, each form becomes a card. - With no forms yet, the screen offers **"Montar com a IA" (Build with AI)** and the templates for your industry. > **Tip:** If the list does not load, the published forms keep working on WhatsApp normally: the problem is only on the screen. Try again in a moment. #### Publish a ready-made template 1. **Open the ready-made templates**: In **"Modelos prontos" (Ready-made templates)**, your industry comes first ("seu segmento" (your industry)) and the most used one gets the **"Mais usado" (Most used)** tag. The markers change by industry. 2. **See how the customer receives it**: **"Ver prévia" (Preview)** draws the form on a phone, screen by screen, as the customer will see it. 3. **Use the template**: **"Usar este modelo" (Use this template)** creates a draft and opens the review. 4. **Review**: In the editor, check the name, the fields, the **"Texto do botão" (Button text)** (up to 20 characters, with a counter), **"Quando a IA oferece" (When the AI offers it)**, **"Ao receber" (On receipt)**, and the WhatsApp number. The fields come from the template, and you can adjust them. 5. **Publish**: **"Publicar na Meta" (Publish to Meta)** sends the form. It becomes **"Em análise" (Under review)** and changes on its own when Meta responds; a bell notification tells you when it is done. > **"Com erro" (With error):** When Meta rejects it, the screen shows each problem in Portuguese (for example, a text longer than Meta accepts) and, when the reason is unknown, the **"Detalhe técnico para o suporte" (Technical details for support)**. A new version only replaces the previous one after it is published: until then, the one that is live stays in effect. The **"Corrigir" (Fix)** button in the list opens the editor at the point Meta rejected. #### "Criar do zero" (Start from scratch) 1. **"Novo formulário" (New form)**: Choose **"Criar do zero" (Start from scratch)**. The other doors are **"Modelos prontos" (Ready-made templates)** and **"Criar com IA" (Create with AI)**. 2. **Name and purpose**: Write the **"Nome" (Name)** (up to 80 characters; only your team sees it) and choose **"Para que serve" (What it's for)**, one of the six cards. Meta uses your choice to classify the form. 3. **"Criar e abrir o editor" (Create and open the editor)**: The form is born as a draft, with one blank screen, and the editor opens. #### The editor The editor serves all three paths: the form created from scratch, the ready-made template, and the AI's proposal. On the left are the screens and fields; beside them, the **phone preview**, as the customer sees it; below, the form's sections. - **Screens and fields:** **"+ Tela" (+ Screen)** adds a screen, **"+ Campo" (+ Field)** (or **"+ Campo nesta tela" (+ Field on this screen)**, at the end of each screen) adds a field, and each field's handle lets you **drag** to change the order; with the field open, **"Subir" (Move up)** and **"Descer" (Move down)** do the same, **"+ Opção" (+ Option)** adds an alternative, and **"Tirar o campo" (Remove field)** removes it. Each screen has its own **title** and the **"Botão no fim da tela" (Button at the end of the screen)**. - **Field types:** short text, long text, number, email, phone, CPF, address, date, single choice, multiple choice, dropdown list, yes or no, consent, and photo. For single choice, multiple choice, and dropdown list, you write the **"Opções" (Options)**. - **"Obrigatório" (Required):** the customer can only move forward by answering. - **"Mostrar só se" (Show only if):** the field only appears when an earlier choice matches. If the condition stops being valid (for example, the option was deleted), the editor warns you. - **"Gravar no lead como" (Save to lead as):** choose which lead field the response is stored in; it appears in the dossier and on the record, and the pipeline can use it. In **"Novo campo do lead" (New lead field)**, you create the field on the spot, and the form's options are copied. **"Não gravar" (Don't save)** leaves the response only in the conversation. - **"Quando a IA oferece" (When the AI offers it):** **"A IA decide sozinha" (The AI decides on its own)** (recommended) or **"Só quando uma regra bater" (Only when a rule matches)**. Rules are written in plain language ("When…", with an optional example), each with a switch and **"Tirar a regra" (Remove rule)**; **"+ Regra" (+ Rule)** adds one, up to 8. - **"Texto do botão" (Button text)** (up to 20 characters) and **"Ponto de partida da oferta" (Offer starting point)**, which guides the AI in the message that leads to the form. - **"Ao receber a resposta" (When the response is received):** save to the lead, have the AI reply with the summary, notify the team, and create the booking automatically. - **"Publicação na Meta" (Publication on Meta):** the **"Nome do formulário" (Form name)** (up to 80 characters) and **"Para que serve" (What it's for)** can be changed here; they apply to the next published version. - The **platform safeguards** appear with a padlock and no setting turns them off. > **Versions:** When you change a field of a **published** form, the editor creates the next version as a draft and warns you: "Você está editando a versão N+1. A versão N fica no ar até você publicar." (You are editing version N+1. Version N stays live until you publish.) Customers notice nothing until publication. If you give up, **"Descartar alterações" (Discard changes)** goes back to the live version and loses the changes. When you click **"Publicar na Meta" (Publish to Meta)**, the editor checks the form before sending. If something would be rejected (for example, a question longer than Meta accepts), it lists each point, in Portuguese, with **"Ver campo" (View field)** or **"Corrigir" (Fix)** to jump straight to the spot; nothing goes to Meta until everything is right. If Meta itself rejects the version, the screen shows what it flagged and the previous version stays live. #### Test on your WhatsApp Before publishing, see the form on your phone. The **"Testar no meu WhatsApp" (Test on my WhatsApp)** button, at the top of the editor, sends the newest version (the draft or, if there is no draft, the published one) to the number you type, the way the customer will receive it. Only the **Owner** and the **Admin** can test. 1. **Add your phone to your profile**: In the user menu, under **"Meu perfil" (My profile)**, save your phone in **"Seu celular" (Your mobile number)** (choose the country; Brazil comes selected) and send the code shown, from the phone itself, to the account's WhatsApp. Once confirmed, the "hi" in the next step does not become a lead, the AI does not reply, and nothing is charged. Without a confirmed phone, the "hi" comes in as an ordinary lead. 2. **Open the 24-hour window**: From your phone, send a "hi" to the company's WhatsApp number (the dialog shows which one). WhatsApp only lets you send within 24 hours of your last message, and the test requires the "hi" to be no more than 30 minutes old. 3. **Check the number**: In **"Testar no meu WhatsApp" (Test on my WhatsApp)**, the **"Seu número de WhatsApp" (Your WhatsApp number)** field already comes with the phone from your profile (**"Trocar no perfil" (Change in profile)** changes it). With no phone in the profile, type the number with the area code or use **"Cadastrar meu celular no perfil" (Add my cell phone to my profile)**. 4. **Send the test**: **"Enviar teste" (Send test)** sends the form. The screen confirms the time and the version sent; **"Enviar de novo" (Send again)** repeats the send. 5. **Open it on your phone and fill it in**: The form arrives in the conversation. Fill it in and send it as the customer would. - The response appears in the [Inbox](https://attendto.com.br/en/manual/inbox) with the **"Teste · versão N" (Test · version N)** tag. It **does not become a lead**, **does not enter the "Painel" (Dashboard)**, and the **AI does not reply** to it. - With the phone in your profile, the whole conversation appears in the Inbox with the **"Equipe · teste" (Team · test)** tag: it stays out of "Contatos" (Contacts), the pipeline, campaigns, and the Dashboard numbers. - The test is **not charged**. - Each form accepts **up to 10 tests per hour**, and the whole account up to 30. - The test only goes to a number that has messaged the company in the last 30 minutes and is being handled by the AI. A conversation that is with an agent does not receive tests. - If you have no conversation with the company in the last 24 hours, nothing is sent: the screen explains that you need to send a "hi" to the company's number and try again. - When you publish later, Meta reuses the same test form: you do not redo anything. #### Delete a form Only the **Owner** and the **Admin** can delete. Use the **⋯** menu in the list or the **"Excluir formulário" (Delete form)** button at the end of the "Publicação na Meta" (Publication on Meta) section, inside the editor. The confirmation shows what will happen before you tap **"Excluir" (Delete)**. - **"Rascunho" (Draft)** (never published): it is deleted on Meta too and cannot be undone; there are no sends or responses to keep. - **"Publicado" (Published):** Meta takes it offline (it does not delete a published form). - The form **disappears from the list** and the **AI stops offering it immediately**. - **Sends still awaiting a response:** if the customer responds, the response comes in; we do not send a reminder. - **What stays:** responses already received, the data saved on leads, and the history. - If the form opens through a **message template**, the confirmation warns that the template will no longer open it; delete the template under "Modelos de mensagem" (Message templates) if you will not use it. > **Tip:** If Meta does not respond at the moment of deletion, nothing changes: the form stays as it was and you can try again in a moment. #### "Criar com IA" (Create with AI) **"Criar com IA" (Create with AI)** asks the AI to propose forms for your business. It also appears the first time you open the screen and in the WhatsApp step of the setup, which the specialist does together with you. The AI only starts when you click, and nothing goes to Meta without your confirmation. 1. **Start**: The screen shows **"O que a IA vai ler" (What the AI will read)**: your industry, the "Base de conhecimento" (Knowledge base), the Calendar services, and the conversations from the last 90 days, only as numbers (how many ask for delivery, how many items per order). Names, phone numbers, and what the customer wrote never go to the AI. If you want, write an instruction ("focus on delivery"). 2. **Reading**: The AI goes through the sources one by one, and the screen follows each step. Canceling at this point charges nothing. 3. **Proposals**: Two to four proposals, each with the fields, **"Por que a IA sugeriu" (Why the AI suggested it)**, and the confidence level. When one looks like a form you have already published, the screen warns you. **"Aceitar" (Accept)**, **"Descartar" (Discard)**, or **"Desfazer" (Undo)**, one by one. **"Editar" (Edit)** opens the proposal in the editor for you to adjust before publishing. 4. **"Revisar" (Review)**: **"Revisar e publicar" (Review and publish)** checks each accepted one: the button with up to 20 characters, no repeated field, and the rule for when the AI offers it. 5. **"Publicar na Meta" (Publish to Meta)**: It publishes the accepted ones at once and shows the result for each: Published, Under review, or With error. When you tap **"Editar" (Edit)** on a proposal, it counts as accepted and the editor opens on it. If the proposal is similar to a form you have already published, the editor opens that form's **next version** as a draft, and the published version stays live until you publish. The editor's back button takes you back to **"Propostas" (Proposals)**. - **Not enough base**: With no catalog or frequently asked questions, or with few conversations, the AI warns you before generating and charges nothing. **"Gerar assim mesmo" (Generate anyway)** proceeds regardless. - **"Regerar com uma instrução" (Regenerate with an instruction)**: It asks for another round of proposals. The decisions already made stay; it is a new generation and is charged again. #### When the AI offers it By default, **the AI decides on its own**: it reads the conversation and offers the form when the customer wants to place an order, book a time, or ask for a quote. The template's rules ("when the customer mentions 2 or more products") serve as hints. If you prefer, switch to **"Só quando uma regra bater" (Only when a rule matches)**: then the AI only offers it when an enabled rule happens. - Yes: It only offers a **published** form, within the 24-hour window, in your brand's tone. The text changes with each conversation; the button is the form's own. - No: It never offers it on the customer's first message. - No: It does not repeat the same form that went unanswered, and it does not offer any more once the customer declines. - No: It never sends on its own outside the 24-hour window. - No: It does not offer it in a conversation assigned to someone on the team or in handoff (the agent can send it). The first three are **fixed safeguards**: they appear with a padlock in the review and no setting turns them off. #### The form in the Inbox - In the conversation, the marker **"A IA ofereceu o formulário porque…" (The AI offered the form because…)** opens the trace with the decision path: the customer's intent, the forms agent's reasoning, the offer written for the conversation, and what happened on receipt. - When the button cannot go out (Meta rejected the send, no mentioned item is in the catalog, the Calendar has no free time, or the response needed correction), the AI sends **the same reply without the invitation to the button**, with everything it had already said, and the conversation continues in the chat. The trace shows the reason and which version went out. - The **"Formulário enviado" (Form sent)** card shows the status: **"Aguardando o cliente" (Waiting for the customer)**, **"Preenchido às hh:mm" (Completed at hh:mm)**, or **"Expirou sem resposta" (Expired without a response)**. - With no response in 2 hours and the window open, the conversation reminds the customer **once**, with a fixed message and the same button. **"Lembrar o cliente" (Remind the customer)** does this right away. - The response arrives as the **"Resposta do formulário" (Form response)** bubble, with the items, the total, and the labeled fields, the action buttons (**"Criar pedido" (Create order)**, **"Agendar" (Schedule)**, **"Criar cotação" (Create quote)**, or **"Agendar visita" (Schedule visit)**), and **"Copiar resumo" (Copy summary)**. The marked data goes straight into the lead, and the AI replies to the customer with the summary and the next step. - The action buttons: **"Agendar" (Schedule)** and **"Agendar visita" (Schedule visit)** create the time slot in the account's Calendar; **"Criar pedido" (Create order)** turns into the conversation's order and calls the team, as when an order is complete; **"Criar cotação" (Create quote)** turns into a card in the pipeline. - In the dossier, **"Do formulário" (From the form)** shows what was saved on the lead, with the "novo" (new) mark. - To send one yourself, use the form button in the reply field and choose a published one. With the 24-hour window closed, the button is disabled and explains why. > **Note:** When the 24-hour window closes with no response, the send expires and the AI does not resend on its own. If the customer writes again, the conversation continues in the chat. Details are in the [Inbox](https://attendto.com.br/en/manual/inbox) guide. #### The savings on the Dashboard The **"Mensagens economizadas com formulários" (Messages saved with forms)** card on the [Dashboard](https://attendto.com.br/en/manual/painel) adds up, for the month, the completed forms, the fewer messages, and how much that kept off the Meta bill, with daily bars, the completion rate, and one line per form. **"Como calculamos" (How we calculate)** explains the math. #### Notify your system - **"Fluxos" (Flows)**: With the [Advanced base](https://attendto.com.br/en/manual/base-avancada), the "Fluxos" (Flows) gain the **"Formulário preenchido" (Form filled in)** trigger (the responses become flow variables) and the **"Enviar formulário" (Send form)** action. Examples: create the order in your system, send it to the spreadsheet, notify the team. #### On Enterprise On the Enterprise plan, the agent that decides to offer and the one that proposes the forms run on **your company's model**, in the tasks **"Oferecer formulário" (Offer form)** and **"Gerador de formulários" (Form generator)** of [Your own AI](https://attendto.com.br/en/manual/ia-propria) › "Roteamento" (Routing). The Create with AI screen says "Roda no modelo da sua IA" (Runs on your AI's model) in place of the cost. #### What is charged - **Each Create with AI generation**: It comes out of the balance as one processed message, with the line "formulários gerados pela IA" (forms generated by the AI) in the Statement. Regenerating charges again. If the generation fails or brings no proposal, nothing is charged; canceling while the AI reads does not charge either. - **Offering and receiving**: They have no charge of their own here: the conversation is billed as always. - **Meta messages**: Whatever Meta charges for messages is billed by Meta to your company's WhatsApp account, under its own rules. Each message saved is one fewer on that account. - **On Enterprise**: The generation runs on your company's model and is not charged here. #### Personal data and LGPD - CPF, income, and documents are never required and are treated as sensitive data. - When the form asks for personal data beyond the name and phone number, the customer ticks the consent before sending, and it is recorded on the lead. - The response is checked against the form that was sent: an extra field is discarded and a value in the wrong format is rejected. - When a lead asks to be forgotten, their responses are removed along with the conversation, including from the stored copies of the webhooks. #### Questions **The customer opened it on a computer and it did not appear.** The form opens in WhatsApp on the phone. When the computer does not show it, the card in the Inbox instructs you to open it on the phone. **What about the prescription photo?** After the customer sends the order, the AI asks for the prescription photo in the chat when an item requires it. The photo arrives like any image in the conversation. **Can I change the template's fields?** Yes. The editor changes questions, types, options, and order, and adds or removes screens and fields. On an already published form, the change becomes the next version as a draft and only takes effect when you publish. **Can I test the form before publishing?** Yes. In the editor, **"Testar no meu WhatsApp" (Test on my WhatsApp)** sends the newest version to your number. Send a "hi" to the company's number first, to open the 24-hour window. Add your phone under **"Meu perfil" (My profile)** so that "hi" does not become a lead either. The test is not charged, does not become a lead, and does not enter the Dashboard. **Can I build my own form?** Yes. Under **"Novo formulário" (New form)**, choose **"Criar do zero" (Start from scratch)**, give it a name, say what it is for, and build the screens and fields in the editor. **I deleted a form. Did I lose the responses?** No. The responses already received, the data saved on leads, and the history remain. What changes is that the form leaves the list and the AI stops offering it. **Can the AI send the form to someone who has not talked to me in days?** No. The AI only sends within the 24-hour window, in the conversation the customer opened. How people search: whatsapp form; whatsapp flows; order via whatsapp; appointment booking via whatsapp; quote via whatsapp; how to publish a form on whatsapp; create form with ai; create form from scratch; edit form; delete form; test form on whatsapp; messages saved. ## WhatsApp campaigns: send an approved template to an audience from your base, see the cost beforehand and track delivery URL: https://attendto.com.br/en/manual/campanhas Menu: Intelligence > "Campanhas" (Campaigns) "Campanhas" (Campaigns) is the dashboard area that sends a message template approved by Meta to an audience from your base, shows how many contacts will receive it and the estimated cost before sending, and tracks deliveries, reads, replies and failures. When it appears: Requires WhatsApp connected in "Conexões" (Connections) and at least one approved message template. The estimated cost only appears when the platform charges for sending; when the WhatsApp number belongs to your company, the screen warns that Meta charges your card directly. ### Who can use it - Owner: Creates, schedules, sends, cancels and resumes campaigns, removes numbers from future campaigns and returns contacts on the "Fora das campanhas" (Outside campaigns) screen. - Admin: Creates, schedules, sends, cancels and resumes campaigns, removes numbers from future campaigns and returns contacts on the "Fora das campanhas" (Outside campaigns) screen. - Agent: Does not see the item in the menu or in the "Busca de comandos" (Command search) (Ctrl K): campaigns spend balance and reach the entire base, so they are for the Owner and Admin. Through the direct address the list does not load, and the screen shows a notice that the campaigns could not be loaded. ### Screens #### "Campanhas" (Campaigns) The "Campanhas" (Campaigns) screen is for creating a WhatsApp campaign in three steps (audience, template and review), seeing the list of campaigns with the numbers for each one, and opening the report to track, cancel or resume the sending. Address in the dashboard: `/app/campanhas` ![Screenshot of the "Campanhas" (Campaigns) screen. The "Campanhas" (Campaigns) screen is for creating a WhatsApp campaign in three steps (audience, template and review), seeing the list of campaigns with the numbers for each one, and opening the report to track, cancel or resume the sending.](https://attendto.com.br/prints-do-manual/campanhas--campanhas.png) The "Campanhas" (Campaigns) screen in the demo account, with sample data and blurred values. ##### "Cabeçalho" (Header) A short explanation of the screen and the two shortcuts. Buttons and actions: - **"Fora das campanhas" (Outside campaigns)**: Opens the list of who does not receive campaigns, and why. - **"Nova campanha" (New campaign)**: Opens the "Nova campanha" (New campaign) wizard, at step 1 of 3. Also appears: - Fixed sentence: the approved template goes to an audience from the base, replies land in the Inbox and the AI takes over the conversation. ##### Daily guard-rail notice A banner that appears only when the daily cap of campaign messages has been reached and there is still a queue. Also appears: - Shows the time the cap was reached and the time the queue resumes on its own. The cap protects the number from being blocked by Meta; nothing needs to be done. ##### Campaign list One card per campaign; clicking opens the report. Buttons and actions: - **"‹nome da campanha›" (‹campaign name›)**: Clicking the card opens the campaign report. Also appears: - Name and status badge: "Rascunho" (Draft), "Agendada" (Scheduled), "Enviando" (Sending), "Concluída" (Completed), "Falhou" (Failed) or "Cancelada" (Canceled). - A line with the template used, the number of recipients and the creation date; for a scheduled one, "agendada para ‹data e hora›" (scheduled for ‹date and time›); with more than one WhatsApp number, "enviada por ‹número›" (sent from ‹number›). - The audience described in Portuguese (for example, the band, channel or purchase group chosen). - On wide screens, the numbers "Enviadas" (Sent), "Entregues" (Delivered) and "Responderam" (Replied). ##### New campaign · step 1 of 3 — audience Campaign name, where the contacts come from, campaign history, batch size and the summary of who is included. Fields and filters: - **"Nome da campanha" (Campaign name)** (required): How the campaign appears in the list. Example from the screen: "Retomada de clientes inativos" (Win-back of inactive customers). - **"Canal de entrada" (Entry channel)**: Filters by the channel the contact came in through; each option shows its count. - **"Banda BANT" (BANT band)**: Filters by temperature: "Quente" (Hot), "Morno" (Warm), "Frio" (Cold) or "Sem score" (No score). - **Status**: Filters by lead status ("Novo" (New), "Em conversa" (In conversation), "Qualificado" (Qualified) and others). - **"Etiqueta" (Tag)**: Filters by the tags used in the base. - **"Atividade da conversa" (Conversation activity)**: "Esperando nossa resposta" (Awaiting our reply) or "Parados há ‹n›d ou mais" (Idle for ‹n›d or more), with the days from the account's re-engagement rule. - **"nos últimos" (in the last)**: Appears with "Não receberam" (Haven't received) or "Já receberam" (Already received): the window in days (from 1 to 365) in which to look at the campaign history. - **"Quantos contatos nesta leva" (How many contacts in this batch)**: With "Enviar só para os primeiros" (Send only to the first) checked, how many contacts go in this batch, from most recent to oldest. Buttons and actions: - **"Filtrar contatos" (Filter contacts)**: Builds the audience with the filters from "Base de contatos" (Contact base). - **"Por histórico de compra" (By purchase history)**: Builds the audience from one of the eight purchase groups (RFM), such as "Campeões" (Champions) and "Em risco" (At risk). A group with nobody in it is grayed out. - **"Importar pedidos no Monitor de Sucesso" (Import orders in Success monitor)**: Appears when the account has no orders yet: the purchase groups are at zero and the link leads to "Monitor de sucesso" (Success monitor). - **"Tanto faz" (Doesn't matter)**: Does not filter by campaign history. - **"Não receberam" (Haven't received)**: Keeps only those who did not receive a campaign in the last N days. - **"Já receberam" (Already received)**: Keeps only those who already received a campaign in the last N days. - **"Enviar só para os primeiros" (Send only to the first)**: Turns on the batch limit; when unchecked, it goes to the entire audience. - **"Ver quem vai receber" (See who will receive it)**: Opens the named list, with name and phone, in sending order (it becomes "Esconder a lista" (Hide the list)). - **"Continuar" (Continue)**: Goes to step 2. It stays locked without a name, without a chosen group or with nobody eligible to receive; the hint says which reason applies. Also appears: - Hint "o que conta como recebida" (what counts as received): a delivered, read or replied send counts; a send that failed does not count, and the person goes back to the queue. - Audience summary: "‹n› contatos vão receber" (‹n› contacts will receive) and, when the platform charges, the estimated cost (or "o custo aparece quando você escolher o modelo" (the cost appears when you choose the template)). - When the account belongs to the customer themselves, the summary warns that Meta charges each delivered template directly to the company's card. - Balance warning when the balance does not cover all the contacts: how many fit, how much is missing and the link to "Carteira" (Wallet). - "Esta é uma leva de ‹n› dos ‹n› que podem receber" (This is a batch of ‹n› out of the ‹n› who can receive) when the limit leaves people for later. - Who was left out and why: asked not to receive, marked not to receive campaigns, no phone, no consent or legal basis, currently with a human agent, on a channel without a message template, or with a phone number that cannot be dialed. ##### New campaign · step 2 of 3 — template The sending number, the approved template, the header file and the variables. Fields and filters: - **"Por qual número enviar?" (Which number to send from?)**: Appears with more than one WhatsApp number (or with a number also in use on the phone). Choose it before the template: approved templates belong to each number. "Conta padrão do canal" (Channel default account) uses the default number. - **"Variáveis do modelo" (Template variables)**: For each template variable ({{1}}, {{2}}…), choose what goes in: "Primeiro nome" (First name), "Nome completo" (Full name) or "Empresa" (Company). Buttons and actions: - **"Modelo aprovado" (Approved template)**: List of the number's approved templates; clicking chooses one. A template that requires a header file shows the badge "Imagem" (Image), "Vídeo" (Video) or "Documento" (Document); the "Localização" (Location) one appears as unavailable. - **"Escolher ‹imagem/vídeo/documento›" (Choose ‹image/video/document›)**: Opens the file picker for the template header. The screen shows the accepted types and maximum size before you choose. - **"Trocar" (Change)**: Opens the "Trocar o arquivo?" (Change the file?) confirmation and then the picker; the current file stays until the new one is read. - **"Remover" (Remove)**: Opens the "Remover o arquivo?" (Remove the file?) confirmation: without a file, a media template cannot be sent. - **"Trocar arquivo" (Change file)**: Confirms the file change. - **"Crie um modelo" (Create a template)**: Appears when the number has no approved template and leads to "Modelos de mensagem" (Message templates). - **"Voltar" (Back)**: Goes back to step 1 without losing what was chosen. - **"Continuar" (Continue)**: Goes to step 3. It stays locked with no template chosen, with a header template the campaign does not know how to build, or without the file the template requires. Also appears: - Notice for a number also in use on the phone: you can continue the conversation on the device, and meanwhile the AI stays out; when measured, it says how long the batch should take. - With no WhatsApp connected: "Conecte o WhatsApp em Conexões para listar seus templates aprovados." (Connect WhatsApp in Connections to list your approved templates.) - If the template list does not load, "Não foi possível carregar os seus modelos" (We couldn't load your templates) appears with the "Tentar de novo" (Try again) button. ##### New campaign · step 3 of 3 — review and send The final check before spending. Fields and filters: - **"Agendar para (opcional)" (Schedule for (optional))**: Date and time for the campaign to go out on its own. If left blank, it is sent immediately. Buttons and actions: - **"Voltar" (Back)**: Goes back to step 2. - **"Agendar" (Schedule)**: Appears when a date is filled in: creates the campaign as scheduled. - **"Disparar para ‹n›" (Send to ‹n›)**: Creates and sends the campaign now to the ‹n› eligible contacts. There is no undo. Also appears: - Card with the name, the template, the audience in Portuguese, the preview of the header file and the text with the variables filled in. - The audience summary again, next to the button: how many receive it, the estimated cost and the balance warnings. - When the platform charges, the price per delivered message appears below the date. ##### Campaign report Opens when you click a campaign in the list. Fields and filters: - **"Enviadas" (Sent)**: Messages sent. - **"Entregues" (Delivered)**: Messages that reached the device. - **"Lidas" (Read)**: Messages read. - **"Responderam" (Replied)**: Contacts who replied. - **"Falhas" (Failed)**: Sends that were rejected. Buttons and actions: - **"Retomar envio" (Resume sending)**: Appears on a campaign that failed: it continues from where it stopped, without resending to those who already received it. - **"Cancelar campanha" (Cancel campaign)**: Appears on a scheduled, sending or draft campaign and stops the sending. - **"Não enviar mais para estes ‹n›" (Stop sending to these ‹n›)**: Opens the confirmation to remove the numbers that failed from future campaigns. With a single number, the button says "Não enviar mais para este número" (Stop sending to this number). - **"Tirar das campanhas" (Remove from campaigns)**: Confirms: the contacts are left out of every campaign from now on, with the reason recorded. They remain in the base and in the Inbox. - **"Ver a lista Fora das campanhas" (View the Outside campaigns list)**: Appears when everyone who failed is already excluded and leads to the "Fora das campanhas" (Outside campaigns) screen. Also appears: - Delivery rate, reply rate, the target and how many are "Ainda na fila" (Still in the queue). - Date and time of the schedule, the audience and the file that went in the header. - Named list of who failed, with phone and reason; those already excluded appear with "já está fora" (already excluded). - On a campaign that stopped, the sentence says why: the balance ran out (or did not even cover the first contact), WhatsApp is disconnected or the header file did not upload. ##### Screen states - Loading: A gray band in place of the list. - Nothing here yet: "Nenhuma campanha ainda" (No campaigns yet), with an invitation to create the first re-engagement or news campaign in 3 steps. - If something goes wrong: "Não foi possível carregar as suas campanhas" (Could not load your campaigns), with a request not to create another before you can see the list, and the "Tentar de novo" (Try again) button. - Balance does not cover the audience: A notice before sending with how many contacts fit in the balance and how much is missing, with the link to "Carteira" (Wallet). - Daily cap reached: A guard-rail banner with the time the queue resumes on its own. - Campaign failed: The "Falhou" (Failed) badge, the reason it stopped and the "Retomar envio" (Resume sending) button. #### "Fora das campanhas" (Outside campaigns) The "Fora das campanhas" (Outside campaigns) screen is for seeing who does not receive campaigns, re-engagement or cadence messages, with the reason for each one, and returning to campaigns the numbers you removed yourself. Address in the dashboard: `/app/campanhas/fora` ![Screenshot of the "Fora das campanhas" (Outside campaigns) screen. The "Fora das campanhas" (Outside campaigns) screen is for seeing who does not receive campaigns, re-engagement or cadence messages, with the reason for each one, and returning to campaigns the numbers you removed yourself.](https://attendto.com.br/prints-do-manual/campanhas--fora-das-campanhas.png) The "Fora das campanhas" (Outside campaigns) screen in the demo account, with sample data and blurred values. How to get there: Through the "Fora das campanhas" (Outside campaigns) button at the top of "Campanhas" (Campaigns), or through the "Ver a lista Fora das campanhas" (View the Outside campaigns list) link in a campaign report. ##### Top Buttons and actions: - **"Voltar para as campanhas" (Back to campaigns)**: Goes back to the campaign list. Also appears: - Fixed explanation: being excluded does not silence the AI or the agent; the conversation in the Inbox continues as normal, and a campaign's audience already discounts these contacts. ##### Search Fields and filters: - **"Buscar por nome ou telefone" (Search by name or phone)**: Appears when the list has six contacts or more and filters by both fields. ##### "Entrega falhou" (Delivery failed) Contacts you marked after a delivery failure; this can be undone. Buttons and actions: - **"Voltar a receber" (Receive again)**: Removes the mark and the contact goes back into future campaigns. Also appears: - Each row has a name, phone and the reason, with the campaign and the date the mark was created. ##### "Pediram para sair" (Asked to opt out) A refusal by the contact themselves (LGPD). Read-only: it cannot be undone from here. Also appears: - Each row has a name, phone and the reason. ##### Screen states - Loading: A gray band while the list loads. - Nothing here yet: "Ninguém está fora das campanhas" (Nobody is outside campaigns), explaining that a campaign report offers the button to remove numbers that failed. - If something goes wrong: "Não foi possível carregar a lista" (Could not load the list), with a notice that the marks remain in effect when sending, and the "Tentar de novo" (Try again) button. - Search with no results: "Nenhum contato com ‹texto›." (No contact with ‹text›.) ### Step by step #### How to create and send a WhatsApp campaign 1. Open **"Campanhas" (Campaigns)** and click **"Nova campanha" (New campaign)**. 2. Fill in **"Nome da campanha" (Campaign name)** and build the audience in **"Filtrar contatos" (Filter contacts)** or **"Por histórico de compra" (By purchase history)**. 3. Check the summary of how many contacts will receive it and click **"Continuar" (Continue)**. 4. Choose the **"Modelo aprovado" (Approved template)**, the header file if the template asks for one, and what goes into each variable. Click **"Continuar" (Continue)**. 5. Review the preview and the estimated cost shown on screen, and click **"Disparar para ‹n›" (Send to ‹n›)**. #### How to schedule a campaign 1. Build the campaign up to step 3 of 3. 2. Fill in **"Agendar para (opcional)" (Schedule for (optional))** with the date and time. 3. Click **"Agendar" (Schedule)**. The campaign appears in the list as **"Agendada" (Scheduled)**, with the sending date and time. #### How to send a campaign in smaller batches 1. In step 1, check **"Enviar só para os primeiros" (Send only to the first)** and type how many contacts to include. 2. Send the first batch. 3. For the next one, create another campaign with the same audience and choose **"Não receberam" (Haven't received)** under Campaign history. #### How to resume a campaign that stopped 1. Fix the cause shown in the report (top up the balance, reconnect WhatsApp or replace the file). 2. Open the campaign in the list. 3. Click **"Retomar envio" (Resume sending)**. Those who already received it do not receive it again. #### How to remove failed numbers from future campaigns 1. Open the campaign report. 2. In the block of failed numbers, click **"Não enviar mais para estes ‹n›" (Stop sending to these ‹n›)**. 3. Confirm in **"Tirar das campanhas" (Remove from campaigns)**. #### How to return a contact to campaigns 1. In **"Campanhas" (Campaigns)**, click **"Fora das campanhas" (Outside campaigns)**. 2. In the **"Entrega falhou" (Delivery failed)** group, find the contact. 3. Click **"Voltar a receber" (Receive again)**. ### Frequently asked questions #### Where do I see how much the campaign will cost before sending? In the audience summary, in steps 1 and 3: the screen shows how many contacts will receive it and the estimated cost, which depends on the category of the chosen template. When the WhatsApp number belongs to your company, the screen warns that Meta charges your card directly. #### Why doesn't the "Por qual número enviar?" (Which number to send from?) field appear? It only appears when the account has more than one active WhatsApp number or a number also in use on the phone. With a single number, the campaign goes out through the default account. #### What data can I put in the template variables? Each variable receives the contact's "Primeiro nome" (First name), "Nome completo" (Full name) or "Empresa" (Company). #### Can I cancel a scheduled campaign? Yes. Open the campaign in the list and click "Cancelar campanha" (Cancel campaign). The button appears while it is scheduled, sending or in draft. #### Does being in "Fora das campanhas" (Outside campaigns) prevent service in the Inbox? No. The mark only takes the contact out of campaigns, re-engagement and cadences; the conversation, the AI and the agent continue as normal. #### Can I return to campaigns someone who asked to opt out? Not from this screen. The "Pediram para sair" (Asked to opt out) group is a refusal by the contact themselves (LGPD) and appears as read-only. #### Why can't the agent see campaigns? Campaigns spend balance and reach the entire base, so they stay with the Owner and Admin. The item disappears from the agent's menu and search. ### Guide: "Campanhas" (Campaigns) Sending the same message to many people at once: who receives it, how much it costs, and how not to pay twice for the same person. A campaign is talking to many people at the same time: announcing the promotion, reactivating those who went quiet, announcing the new service. All with an approved message, because almost nobody on that list has talked to you in the last 24 hours. > **A campaign spends real money:** Every message sent is charged. A batch of 500 people is a three-digit bill. That is why the screen shows, before you confirm, how much it costs **and who charges for it** — and why the batch limit exists. #### Who charges for the campaign A campaign is always a **marketing** message, WhatsApp's most expensive category. The one who issues that charge is the owner of the account your number lives in: - **You connected your own WhatsApp**: Meta charges each message directly to your card, at its own price. The platform **adds nothing on top** — the audience summary says so instead of showing an estimated amount, because the amount is not ours to estimate. Check the spend in Meta Business Manager. - **The number is hosted by us**: The WhatsApp invoice comes to the platform and the amount comes out of your balance, at the price of the template's **category** — marketing, utility, authentication, and service have different prices, and the table for each is in [Balance & top-ups](https://attendto.com.br/en/manual/saldo-e-recargas). In that case the screen shows an **"custo estimado" (estimated cost)** before sending, and the button only sends after you confirm. With more than one connected number, the answer depends on **which number the batch goes out from** — each number answers for the account it lives in. That is one more reason to check the **"Por qual número enviar?" (Which number to send from?)** field before sending. In both cases the same WhatsApp rule applies: **a campaign goes out as a template, and a template is priced per delivery**. Since 10/01/2026, Meta also charges for replies inside the conversation (service). Each number has 1,000 at no cost per month; the Brazilian rate is still an estimate. #### Building a campaign There are three steps, in the order in which the decisions happen: **who receives it**, **what they receive**, and **checking before spending**. 1. **Give it a name and choose who receives it**: The name is so you can recognize the send a month from now. The audience comes from the same filter vocabulary as the [Contact base](https://attendto.com.br/en/manual/base-de-contatos): channel, temperature, tag, status. No parallel list that means something else. 2. **Decide the batch size**: You do not have to send to everyone at once. Check **"Enviar só para os primeiros" (Send only to the first)** and test with 20, see the response, then release the rest. 3. **Choose the number, if you have more than one**: **"Por qual número enviar?" (Which number to send from?)** opens in step 2, before the template list. Leaving it on **"Conta padrão do canal" (Channel default account)**, the batch goes out through the default account in [Connections](https://attendto.com.br/en/manual/conexoes). With only one number, the field does not even appear. 4. **Choose the template and fill in the variables**: Only those already approved **for that number** appear — which is why the choice of number comes first. If what you want to say does not exist yet, create it in [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem) and come back once it is approved. 5. **Review and send**: The last step shows the final message, how many will receive it, and how much it costs. The button states the number: "Disparar para 50" (Send to 50) leaves no doubt about what will happen. #### Choosing the audience On screen: Audience selection step of a campaign, with filters and the count of eligible contacts. The count changes as you adjust the filters, before anything is sent. 1. **Where the contacts come from**: Either you filter the base — channel, temperature, status, tag, the same filters as the Contact base — or you start from purchase history. If you already know how to build the list there, you already know how to build the audience here. 2. **Who has already received a campaign**: **"Não receberam" (Haven't received)** is the filter that saves the most money: it stops you from paying twice to talk to the same person in the same week. 3. **Batch size**: The cap on how many receive it now. It is the handbrake: test the text on 20 before spending on 800. 4. **The math before the spend**: How many will receive it, how much it will cost, and who was left out, with the reason in Portuguese. **"Ver quem vai receber" (See who will receive it)** opens the named list before you confirm. There is one filter that saves more money than all the others combined: **who has not yet received a campaign in the last 30 days**. It is what stops you from paying twice to talk to the same person in the same week. > **Anyone being served right now does not receive a promotion:** A contact with a conversation in human service — someone on the team took over, someone is waiting in the handoff queue, or you replied outside the dashboard a moment ago — leaves the audience with the reason **"em atendimento humano agora" (currently with a human agent)**. This is on purpose: a promotion in the middle of an ongoing negotiation ruins the conversation, and you pay for it. The check is made **twice**, when the audience is built and again at the moment of sending, because in a large batch minutes pass between one and the other and someone may join the conversation in the meantime. > **A failed send goes back into the queue:** If the message did not arrive, that person still counts as "did not receive" and goes into the next batch. This is the opposite of what most systems do, and it is on purpose: the one who did not receive it is exactly the one who needs to be contacted again. When the failure is the **number's** — no WhatsApp, a phone that cannot be dialed — use the report button to remove it from the next ones (section below). #### Numbers that always fail: "Fora das campanhas" (Outside campaigns) Each campaign's report lists **who failed, with name and reason** — a number without WhatsApp, a phone that cannot be dialed, a send that did not go out. The **"Não enviar mais para estes" (Stop sending to these)** button removes those contacts from every future campaign and send, with the reason recorded. It matters for your wallet: a delivery that WhatsApp refuses **has already been charged**, and a dead number coming back in every batch is money repeated in the same place. - **The contact is not deleted.** They stay in your base, the conversation stays in the Inbox, and the AI replies normally if they write — only campaigns, sends, re-engagement, and cadences stop. - **You can undo it one by one.** The **"Fora das campanhas" (Outside campaigns)** screen (button at the top of Campaigns) lists them all, with the reason and the date — someone who changed numbers comes back with one click on **"Voltar a receber" (Receive again)**, and the contact's record has the same undo. - **Those who asked to opt out appear there too**, in a separate group and without undo: a contact's refusal (LGPD) is not undone from a campaigns screen. - When you build the next campaign, the audience already discounts these contacts and states the reason: **"marcados para não receber campanha" (flagged to not receive campaigns)**. #### Sending an image, video, or file You can, and it is what makes the difference in a promotion. But it is not an attachment you put on just any message: **the template decides**. Every approved template has a header type — text, image, video, or document — chosen when it was created, and WhatsApp does not allow changing that at send time. - **Text-header** template: the screen does not even ask for a file, because there is nowhere to fit it. - **Media-header** template: the tag **"Imagem" (Image)**, **"Vídeo" (Video)**, or **"Documento" (Document)** appears next to the name, and the campaign **only goes out** after you choose the file. On screen: Template selection step, with one template marked as Image and the field for choosing the header file. Step 2, from top to bottom: which number it goes out from, which template, and the file the template asks for. 1. **Which number to send from**: It appears when you have more than one WhatsApp number connected. Approved templates belong **to each number**, so changing it here clears the template already chosen — on purpose, so the campaign does not go out with a text that number does not have. 2. **The tag that says what the template asks for**: **"Imagem" (Image)**, **"Vídeo" (Video)**, or **"Documento" (Document)** next to the name. A template without a tag is text only — and accepts no file at all. 3. **Choosing the file**: One file for the whole campaign: the same image goes to everyone in the batch. After choosing, you can **"trocar" (change)** or **"remover" (remove)** it — both ask for confirmation, nothing disappears on a wrong click. 4. **What fits, before the error**: Image: JPG or PNG up to 5 MB. Video: MP4 or 3GP up to 16 MB. Document: PDF up to 16 MB. If the file does not qualify, the message states the reason and what to do. In **step 3 you see the assembled message**: your image on top, the text below with the variables in place. It is exactly what will arrive on the contact's phone — check it there before sending, because afterward there is no undo. > **Media does not change the price:** A campaign with an image costs the same as one without: WhatsApp charges for the **delivered message**, not for the file's weight. Who charges also does not change — the rule of who charges for the campaign still applies. If the template you want to use is still text only, you cannot "add" an image to it. Create a new template with an image header in [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem) and wait for Meta's approval — it appears here afterward, already with the tag. #### Balance: the warning before and the stop in the middle This applies only to those whose number is hosted by us — it is the only case in which the campaign spends the balance here. Those who connected their own WhatsApp never see any of this: Meta charges their card, and this account's balance does not pay for the batch. **Before sending**, the audience summary compares the estimated cost with what you have. If it does not cover it, it says so with numbers: how much you have, **how many contacts fit**, and how much is missing. The button stays available — the decision is yours, and sending what fits is a legitimate choice. If the balance does not pay for even the first contact, the warning says so plainly: nothing goes out, and the batch stops right at the start. In the **first step**, when the template has not yet been chosen, the screen shows only how many contacts are included — the cost appears later. This is not an omission: the price comes from the template's **category**, and a marketing batch costs several times a utility one. A number before the choice would be the wrong number precisely on the screen where you decide the batch size. **If the balance runs out midway**, the batch **stops**. It does not keep delivering without charging and does not close as completed: it is marked as interrupted, with the reason written in the report. Those who already received it, received it; the others stay in the queue, intact. > **Topped up? Just resume:** Open the stopped campaign and click **"Retomar envio" (Resume sending)**. It continues exactly where it left off — those who already received it **do not receive it again** and are not charged again. The report also shows **how many are still in the queue**, so the number of sent messages is never left unexplained. #### Working in batches A list of 300 contacts does not have to become one send of 300. Send 50, read the replies, adjust the text, send the next 50. With each new campaign, the **"não receberam" (haven't received)** filter already excludes on its own those who were in the previous batch. The batch order is the same as in the Contact base, from newest to oldest. And before confirming, you see the list with the first and last names of those who will receive it. #### The daily cap: why the queue sometimes waits There is a guard-rail of **250 campaign messages per day** on the account — and a **refused** attempt counts too, because for your number's reputation with Meta the attempt counts. When the cap is hit, the screen warns you ("Guard-rail acionado" (Guardrail triggered)) with the time it was reached, and the queue **resumes on its own at 21h** (midnight on the universal clock, which is WhatsApp's ruler). Nothing needs to be done, and nobody is left out: whoever did not go out today goes out tomorrow, in order. > **The cap is your number's insurance:** It exists so WhatsApp never reads your account as a spam sender — a new number, in particular, has to grow slowly. If a batch has many refusals (an imported list usually does), the cap still works in your favor: it gives you time to remove the bad numbers through **"Fora das campanhas" (Outside campaigns)** before the next batch. #### After the send - The campaign shows how many were delivered, how many were read, and **how many generated a reply**. The last one is the only one that matters. - Whoever replies goes back to being a normal conversation in the [Inbox](https://attendto.com.br/en/manual/inbox), with the AI handling it and the 24-hour window open again. - Whoever asks to opt out is unsubscribed immediately and does not enter any campaign from then on. - In the campaign list, those with more than one connected number also see **"enviada por" (sent by)** and the account nickname — you can tell which number each batch went out from months later. > **A flagged number pauses only its own campaigns:** If WhatsApp flags a quality drop on one of your numbers, the campaigns that go out through it are **paused** — and the other numbers' campaigns keep running, because they have nothing to do with the problem. Resuming is up to you: when the number recovers, open the campaign and click **"Retomar envio" (Resume sending)**. > **The best test is the cheapest one:** Two different templates, 20 people each, the same day. The one with more replies is the one that goes to the other 400. That costs the price of 40 messages and saves the price of 400. #### When the send does not go out as planned - **The audience came out much smaller than the base**: It is consent, almost always. The screen states plainly how many asked not to receive and were left out. The **"Sem consentimento" (No consent)** list, in [Contact base](https://attendto.com.br/en/manual/base-de-contatos), shows who they are. - **Someone did not receive it, and it was not an error**: Look for the reason **"em atendimento humano agora" (currently with a human agent)**: that conversation had a person in it at the time of sending. The campaign closes normally, that contact is **not charged**, and the record stays in their journey as **"Campanha não enviada" (Campaign not sent)**. Contact them again in the next batch, once the conversation has ended. - **The continue button is not enabled**: A name is missing, an approved template is missing, the file of a template that asks for media is missing, or the audience came out at zero. Hover over the locked button: it tells you which case is yours. A template that lost its approval disappears from the list — check [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem). - **The file was refused**: Either the type does not fit that header (image accepts JPG and PNG; video, MP4 and 3GP; document, PDF), or it exceeded the size. The message says which of the two it is, and what to do: convert or compress. - **Some of the messages failed**: An invalid number or a device that does not receive. Those who failed still count as **not having received**, so they naturally enter the next batch — there is no need to build a retry list by hand. - **The estimated cost was alarming**: That is why it appears beforehand. Reduce the batch size, tighten the filter, or use **"Não receberam" (Haven't received)** so you do not pay again for someone already contacted this week. - **The campaign stopped midway**: Open its report: the reason is written there. If it is balance, top up in [Balance & top-ups](https://attendto.com.br/en/manual/saldo-e-recargas) and click **"Retomar envio" (Resume sending)** — those who already received it do not receive it again. If it is a disconnected WhatsApp or a file that did not upload, the text says which of the two. - **No estimated cost appears at all**: Then your number is on your own WhatsApp account: Meta charges you directly and the platform has no amount to estimate. The batch still costs — just on the WhatsApp invoice, not on the balance here. See [Balance & top-ups](https://attendto.com.br/en/manual/saldo-e-recargas). > **A well-built campaign looks like this:** An audience you can explain in one sentence, a small batch the first time, cost checked before confirming, and the history filter turned on. Send the first batch, see what came back, and only then send the rest. In the dashboard: "Abrir Campanhas" (Open Campaigns). How people search: whatsapp campaign; send message to customer list; send approved template; schedule whatsapp campaign; whatsapp campaign cost; re-engage inactive customers; campaign by rfm segment; campaign report; resume campaign; numbers that failed; outside campaigns; whatsapp campaign with image. ## "Saldo & Recargas" (Balance & top-ups): how to top up by Pix, boleto, or card, view the statement, and see the plan URL: https://attendto.com.br/en/manual/saldo-e-recargas Menu: Account > "Saldo & Recargas" (Balance & top-ups) "Saldo & Recargas" (Balance & top-ups) is the dashboard's billing screen: it shows how much the account has for the AI to spend, receives top-ups by Pix, boleto, or card, and shows the plan, this month's usage, the tax invoices, and the statement of every debit. When it appears: Appears for the Owner and Admin on every account. On an account sold by a partner with its own brand, the item is called **"Plano & Recargas" (Plan & Top-ups)**: the screen covers the subscription with the partner, the top-up applies only to what exceeds the monthly allowance, and there is no card payment or "Faturas" (Invoices) list. On an Enterprise account with a contract, the top of the screen replaces the plan card with "Seu plano" (Your plan), "Pagamentos" (Payments), and "Contrato e documentos" (Contract and documents). ### Who can use it - Owner: Sees and uses everything: tops up, subscribes to the plan, pays the open invoice for "Plano sob medida" (Custom plan), and is the only one who sees **"Cancelar assinatura" (Cancel subscription)** (or the commitment notice of the Enterprise contract). - Admin: Tops up, subscribes to the plan, downloads tax invoices, exports the statement, and reads the contract. Does not see **"Cancelar assinatura" (Cancel subscription)** or the **"Fatura em aberto" (Open invoice)** banner for "Plano sob medida" (Custom plan). - Agent: Does not see the item in the menu; opening the page URL directly sends you back to "Painel" (Dashboard). Still sees the credits and balance card at the bottom of the menu, but its buttons lead to this screen, which does not open for this role. ### Screens #### "Saldo & Recargas" (Balance & top-ups) The "Saldo & Recargas" (Balance & top-ups) screen is for adding credit to the account, tracking what the AI consumes, and keeping receipts: plan, this month's usage, the account's price table, tax invoices, and statement. Address in the dashboard: `/app/carteira` ![Screenshot of the "Saldo & Recargas" (Balance & top-ups) screen. The "Saldo & Recargas" (Balance & top-ups) screen is for adding credit to the account, tracking what the AI consumes, and keeping receipts: plan, this month's usage, the account's price table, tax invoices, and statement.](https://attendto.com.br/prints-do-manual/saldo-e-recargas--saldo-e-recargas.png) The "Saldo & Recargas" (Balance & top-ups) screen in the demo account, with sample data and blurred values. How to get there: Through the menu item, through the **"Recarregar" (Top up)** button on the credits and balance card at the bottom of the menu, or through the **"Recarregar agora" (Reload now)** button on the "Agente pausado" (Agent paused) screen. On a resold account the screen title is **"Plano & Recargas" (Plan & Top-ups)**. ##### Credits and balance card (bottom of the menu, on any screen) The balance summary that is always in view in the side menu and updates by itself with each message; clicking it opens the details. Buttons and actions: - **"Recarregar" (Top up)**: Takes you to the "Saldo & Recargas" (Balance & top-ups) screen to generate a top-up. - **"Recarregar e religar a IA" (Top up and turn the AI back on)**: Appears in place of "Recarregar" (Top up) when credits and balance have run out and the AI has stopped; takes you to the top-up. - **"Ajustar teto" (Adjust limit)**: Appears when a spending cap is configured; opens "Configurações" (Settings) at the AI section, where the cap is set. - **"Seu plano · mensalidade e uso do mês" (Your plan · monthly fee and usage this month)**: Only on a resold account: takes you to the plan and top-ups screen. - **"Falar com especialista" (Talk to a specialist)**: Appears when "Plano sob medida" (Custom plan) has ended or the account's AI is going to be turned off; opens the contact with the specialist in place of the top-up. - **"Ver carteira" (View wallet)**: Appears when the card could not read the balance; opens this screen. Also appears: - **"Créditos de IA" (AI credits)**: what remains of the plan's allowance, with the **"em uso" (in use)** badge when the AI is spending from it, the bar of what has already been used (with a mark at 80%), the percentage used, and the date they renew. When depleted, **"Esgotados" (Depleted)** appears, along with when they return. - **"Saldo pré-pago" (Prepaid balance)**: the balance from top-ups, marked **"em uso" (in use)** when the credits have run out. - On the Enterprise account: **"Mensagens do ciclo" (Cycle messages)** (used out of included) and **"Saldo · SMS, e-mail e modelos" (Balance · SMS, email, and templates)**, with the badge **"IA sem cobrança no ciclo" (AI not billed this cycle)** or **"IA própria · paga ao seu provedor" (Own AI · paid to your provider)**. - Banner **"IA parada desde ‹hora›" (AI stopped since ‹time›)** when credits and balance have run out: leads arrive in the Inbox, but the AI does not respond. - Short notices depending on the state: the date the credits run out at the current pace, how many days the AI has been using the balance, how many days the balance will still last. - Row **"Teto de gasto do dia" (Daily spending cap)** or **"Teto de gasto do mês" (Monthly spending cap)** with how much has already been spent and when the AI resumes if it pauses at the cap. - Collapsed menu: the card becomes a ring with the percentage used; hovering shows the numbers. On mobile, with the menu closed, a small notice rises to the top only when there is an alert. ##### Balance details (when you click the menu card) A panel beside the menu (on mobile, a sheet that slides up) with what is available, the cycle projection, and usage by type. Esc closes it. Buttons and actions: - **"Recarregar agora" (Reload now)**: Takes you to the top-up; appears this way when the AI is stopped (in other cases the button says "Recarregar" (Top up)). - **"Ver consumo" (View usage)**: Opens this screen; on the Enterprise account it opens "IA própria" (Own AI), where the contract usage is shown. - **"Ligar" (Turn on)**: Appears next to **"Recarga automática: desligada" (Automatic top-up: off)** and opens "Configurações" (Settings) at "Cobrança & alertas" (Billing & alerts) to turn it on. - **"Ajustar" (Adjust)**: Appears next to **"Recarga automática: ligada" (Automatic top-up: on)** and opens the same setting to change amounts. - **"Fechar detalhes" (Close details)**: Closes the panel (same as the Esc key). - **"Tentar de novo" (Try again)**: Appears when the reading failed; fetches the numbers again. Also appears: - Title **"Créditos e saldo" (Credits and balance)** (or **"Uso do ciclo" (Cycle usage)** on Enterprise) with the cycle and how many days remain. - **"Disponível para a IA" (Available for the AI)**: credits + balance, numbered in the order the AI spends them: 1 the plan credits, 2 the balance. - **"Projeção" (Projection)**: at the recent pace, whether the credits last until renewal or on which day they run out, with a chart of the cycle's cumulative usage and the line of what the plan includes. - **"Teto de gasto" (Spending cap)**: how much of the daily or monthly cap has been spent, and whether the AI is paused by it. - **"Consumo do ciclo por tipo" (Cycle usage by type)** (without a plan: **"Consumo de ‹mês›" (Usage for ‹month›)**): "Mensagens da IA" (AI messages), "Leads qualificados" (Qualified leads), "Áudio" (Audio), "Imagens lidas" (Images read), "Módulos" (Modules), "Outros itens" (Other items), and "Estornos" (Refunds), with **"Total líquido do ciclo" (Net cycle total)** when there was a refund. - On the Enterprise account: **"Mensagens incluídas" (Included messages)** (how many remain), the note about email alerts and overage, and **"Saldo pré-pago" (Prepaid balance)** for SMS, email, and templates. - On a resold account: **"Dúvidas sobre o plano? Fale com ‹parceiro›." (Questions about the plan? Talk to ‹partner›.)** ##### Notices at the top of the screen Banners that only appear when there is something to do. Buttons and actions: - **"Pagar" (Pay)** (Owner): On the **"Fatura em aberto" (Open invoice)** banner for "Plano sob medida" (Custom plan): the first invoice leads to account activation; later ones open the payment in a new tab. - **"Copiar" (Copy)**: On the **"Recarga automática aguardando pagamento" (Automatic top-up awaiting payment)** banner: copies the Pix code of the generated automatic top-up. - **"Ver estado pausado" (See paused state)**: On the **"Saldo esgotado" (Balance depleted)** banner: opens the "Agente pausado" (Agent paused) screen. - **"Falar com especialista" (Talk to a specialist)**: On the banner for the transition or for the ended "Plano sob medida" (Custom plan): opens the contact with the specialist. Also appears: - **"Fatura em aberto · ‹tipo› · ‹valor›" (Open invoice · ‹type› · ‹amount›)** with the items and the due date ("Plano sob medida" (Custom plan), Owner only). - **"Saldo esgotado" (Balance depleted)** — the agent pauses new conversations. Top up to resume. - Resold account: **"Você chegou ao limite do seu mês" (You have reached your monthly limit)** (top up or wait for the next cycle) or **"Sua mensalidade ainda não está ativa" (Your subscription is not active yet)** (the AI only responds after the first payment). - **"O Plano sob medida foi encerrado." (The Custom plan has ended.)** The AI no longer responds; the top-up and the plan disappear from the screen. - Notice of the date the AI turns off on this account and the remaining welcome balance is closed. ##### "Recarregar saldo" (Top up balance) The top-up form. The title changes: **"Saldo pré-pago, sem assinatura" (Prepaid balance, no subscription)** on a regular account, **"Saldo para SMS, e-mail e modelos do WhatsApp" (Balance for SMS, email and WhatsApp templates)** on Enterprise, and **"Crédito extra, quando você precisar" (Extra credit, when you need it)** on a resold account. Fields and filters: - **"Valor da recarga" (Top-up amount)** (required): Four preset amounts as buttons, or the amount typed in the field **"ou digite um valor (R$)" (or enter an amount (R$))**. Whatever is in the field applies. - **"Forma de pagamento" (Payment method)** (required): Pix, Boleto, or "Cartão" (Card). On a resold account, only Pix and Boleto. Buttons and actions: - **Pix**: Selects Pix; the generate button then says "Gerar Pix" (Generate Pix). - **Boleto**: Selects boleto; the button then says "Gerar boleto" (Generate boleto). - **"Cartão" (Card)**: Selects card; the button then says "Gerar cartão" (Generate card). Does not appear on a resold account. - **"Gerar Pix" (Generate Pix)**: Creates the Pix charge: shows the QR code and the copy-and-paste code. - **"Gerar boleto" (Generate boleto)**: Creates the charge and shows **"Abrir pagamento" (Open payment)** to view the boleto. - **"Gerar cartão" (Generate card)**: Creates the charge and shows **"Abrir pagamento" (Open payment)** to pay by card in a new tab. - **"Copiar" (Copy)**: Copies the generated Pix code. - **"Abrir pagamento" (Open payment)**: Opens the charge's payment page in a new tab. Also appears: - After generating: **"Aguardando pagamento" (Awaiting payment)**, the charge amount, and the QR code (for Pix). - The balance is credited automatically when the payment is confirmed; there is no confirm button. - If the server rejects the top-up (for example, an account that no longer tops up), the reason is shown in a notice. ##### "Saldo disponível" (Available balance) The colored card with the large balance number. Buttons and actions: - **"Pré-visualizar estado sem saldo" (Preview no-balance state)**: Opens the "Agente pausado" (Agent paused) screen only to show what it looks like; changes nothing on the account. Also appears: - **"Saldo disponível" (Available balance)** (on a resold account, **"Disponível para o atendimento" (Available for service)**: the amount included in the month plus the paid balance). - With a plan: **"Franquia do plano: ‹valor›" (Plan allowance: ‹amount›)**; on a resold account: **"‹valor› do incluído no mês · ‹valor› de saldo pago" (‹amount› of the monthly included · ‹amount› of paid balance)**. ##### "Consumo do mês" (This month's usage) What the AI consumed since the first day of the month, item by item, from the plan credits and the balance, with refunds and the net total. Also appears: - Title **"Consumo de ‹mês›" (Usage for ‹month›)** and the period **"De ‹dia› até hoje, ‹dia›" (From ‹day› to today, ‹day›)**. - One row per item with quantity × price and the total; an image read by the AI is marked **"Novo" (New)**. - **"Estorno" (Refund)** rows with the description of what was returned, and **"Total do mês" (Month total)** in the footer. - A sentence about the images that arrived and were not charged, and why. - Empty: **"Nenhum consumo neste mês ainda." (No usage this month yet.)** Error: **"Não foi possível carregar o consumo do mês" (Could not load this month's usage)**, with "Tentar de novo" (Try again). ##### Plan card (regular account) Shows the account's monthly plan and what you can do with it in each situation. Buttons and actions: - **"Abrir pagamento" (Open payment)**: With the subscription awaiting confirmation, opens the payment page for the subscription. - **"Cancelar assinatura" (Cancel subscription)** (Owner): Opens the cancellation confirmation. Only the Owner sees it; on the Enterprise contract with a commitment period, the commitment notice appears in its place. - **"Verificar pagamento" (Verify payment)**: With an unidentified payment, checks the subscription status again. - **"Assinar novamente" (Subscribe again)**: With the subscription suspended for nonpayment, starts a new subscription. - **"Falar com especialista" (Talk to a specialist)**: When "Plano sob medida" (Custom plan) has ended or is ending, takes you to the specialist for a new proposal. Also appears: - Without a plan: the plan price, the credit allowance renewed each cycle, the benefit **"Transbordos para atendimento humano ilimitados, sem custo por conversa" (Unlimited handoffs to human service, no cost per conversation)**, the subscribe button (opens the payment), and the sentence **"Ao assinar, você concorda com os Termos de Uso." (By subscribing, you agree to the Terms of Use.)** - **"Aguardando confirmação do pagamento" (Awaiting payment confirmation)** after starting the subscription. - Active plan: **"Próxima fatura: ‹data›" (Next invoice: ‹date›)** and **"Franquia restante: ‹valor›" (Remaining allowance: ‹amount›)** (on Enterprise and "Plano sob medida" (Custom plan), **"Mensalidade do contrato: ‹valor›" (Contract monthly fee: ‹amount›)**). - Canceled: **"Ativo até ‹data›" (Active until ‹date›)** — the benefits continue until the end of the period already paid. - **"Pagamento não identificado" (Payment not identified)** or **"Assinatura suspensa por falta de pagamento" (Subscription suspended for nonpayment)** (the plan allowance is reset to zero). - Enterprise with a commitment period: **"Seu contrato tem fidelidade até ‹data›" (Your contract has a commitment period until ‹date›)**, the penalty for those who end early, and whom to talk to in order to end it. - "Plano sob medida" (Custom plan) ended or ending: the card says until when the account continues and offers "Falar com especialista" (Talk to a specialist); it does not offer another plan. ##### "Cancelar o plano" (Cancel the plan) dialog The confirmation that opens from **"Cancelar assinatura" (Cancel subscription)**. Focus starts on "Voltar" (Back), never on the button that cancels. Buttons and actions: - **"Voltar" (Back)**: Closes without canceling. - **"Confirmar cancelamento" (Confirm cancellation)** (Owner): Cancels. Within 7 days of the first payment, it ends immediately with a refund (the text says what is refunded); after that, the plan continues until the end of the paid period and does not renew. Also appears: - Title **"Cancelar o plano ‹nome›?" (Cancel the ‹name› plan?)** and the text about what happens in your case (7-day withdrawal or ending at the end of the paid period). - A rejection from the server (Enterprise commitment period, another request in progress) appears in a notice with its own sentence. ##### "Seu plano" (Your plan) (resold account) On an account sold by a partner, the plan is the subscription with them, under their brand; the top-up sits right below for whatever exceeds what is included. Fields and filters: - **"CPF ou CNPJ de quem paga" (Payer's CPF or CNPJ)**: Only appears when the charge requires the document; it is requested once and appears on the invoice. Buttons and actions: - **"Ativar minha mensalidade" (Activate my subscription)**: Starts the subscription with the partner and shows the payment. - **"Abrir pagamento" (Open payment)**: Opens the subscription's payment page in a new tab. Also appears: - **"Sua mensalidade com a ‹parceiro›" (Your subscription with ‹partner›)** and the monthly amount. - With your own AI, the card says the AI is paid directly to your provider, that the subscription does not charge for extra messages, and that the balance is for handoffs, SMS, email, and WhatsApp templates. - **"Aguardando a confirmação do pagamento" (Awaiting payment confirmation)** and, with the subscription active, **"Próxima cobrança: ‹data›" (Next charge: ‹date›)**. - Canceling or changing plans is up to the partner: the screen shows their name. ##### "Seu plano" (Your plan), "Pagamentos" (Payments), and "Contrato e documentos" (Contract and documents) (Enterprise) On the Enterprise account with the "Condições do Plano Enterprise" (Enterprise Plan Terms), three cards replace the plan card. Buttons and actions: - **"Baixar PDF assinado" (Download signed PDF)**: Downloads the signed Terms with the electronic signature report. Only appears after both signatures. - **"Ler" (Read)**: Opens the "Termos de Uso" (Terms of Use) and the "Política de Privacidade" (Privacy Policy) in a new tab. Also appears: - **"Seu plano" (Your plan)** (Enterprise with your own AI): "Nível" (Tier), "Mensagens" (Messages) (per cycle and overage per thousand), "Fidelidade" (Commitment), and "Próxima fatura" (Next invoice); badge **"ativo desde ‹dia›" (active since ‹day›)** or **"aguardando ativação" (awaiting activation)**. - **"Pagamentos" (Payments)** ("Do contrato Enterprise" (From the Enterprise contract)): setup and monthly fees paid, with the date. Empty: **"Nada pago ainda." (Nothing paid yet.)** - **"Contrato e documentos" (Contract and documents)**: the row **"Condições do Plano Enterprise · ‹número›" (Enterprise Plan Terms · ‹number›)** with who signed and when (or to whom it was sent and that it awaits signature), and **"Termos de Uso e Política de Privacidade" (Terms of Use and Privacy Policy)** with the acceptance date and the version in effect. - The same PDF appears in "IA própria" (Own AI), on the "Segurança e dados" (Security and data) tab. ##### "Tabela de preços" (Price table) Each event that debits balance, with the price that applies on your account today (with your plan's rule applied). Also appears: - Rows: "Lead qualificado Quente" (Hot qualified lead), "Lead qualificado Morno" (Warm qualified lead), "Mensagem processada" (Processed message), "Mensagem no Instagram" (Instagram message) (with the channel enabled), "Modelo entregue (WhatsApp)" (Template delivered (WhatsApp)), "Minuto de voz / STT" (Voice minute / STT), "Imagem lida pela IA" (Image read by the AI), "Transbordo p/ atendimento humano" (Handoff to human service), "Mensagem SMS" (SMS message), "Mensagem de e-mail" (Email message), "Ajuste da qualificação ao seu negócio" (Qualification tuning for your business), and the industry template generated by the AI. - In place of the price you may see **"Cobrado pela Meta" (Billed by Meta)** (your number bills directly to your Meta account), **"Pago ao seu provedor" (Paid to your provider)** (the customer's own AI), **"Incluído" (Included)** (in the contract), or **"Sem tarifa hoje" (No rate today)**. - When the platform charges for the delivered template, the row expands by category: Marketing, "Utilidade" (Utility), "Autenticação" (Authentication), "Atendimento" (Service), and **"Ainda sem categoria" (Not yet categorized)**. - With **"Modo atendimento" (Service mode)** on, the lead rows disappear and the note **"Sua conta está no modo atendimento: lead quente e lead morno não são cobrados." (Your account is in service mode: hot leads and warm leads are not billed.)** appears. - With two or more WhatsApp numbers, a note warns that the template row applies to the channel's default account. - On a resold account the table shows only the account's prices and may be loading or in error (**"Não foi possível carregar a tabela de preços agora" (Could not load the price table right now)**, with "Tentar de novo" (Try again)). ##### "Faturas" (Invoices) The tax invoice (NFS-e) for each top-up and subscription payment, issued automatically. Does not appear on a resold account. Buttons and actions: - **"Baixar NF" (Download invoice)**: Downloads the PDF of the issued tax invoice. Also appears: - One row per payment: what was paid, the date, and the amount. - "Situação" (Status): **"Emitida" (Issued)**, **"Processando" (Processing)**, **"Falhou — vamos reemitir" (Failed — we will reissue)**, or **"Cancelada" (Canceled)**. With no invoice ready, a dash appears where the button would be. - Empty: **"Suas notas fiscais aparecem aqui após cada recarga ou mensalidade." (Your tax invoices appear here after each top-up or subscription payment.)** Error: **"Não foi possível carregar as suas faturas" (Could not load your invoices)**, with "Tentar de novo" (Try again). ##### "Extrato" (Statement) Every credit and debit, from newest to oldest, with the balance left afterward. Nothing is edited or deleted. Buttons and actions: - **"Exportar CSV" (Export CSV)**: Downloads the entire statement as a spreadsheet (file extrato-‹date›.csv). Also appears: - Each row shows, from left to right: the sign (plus for a credit, minus for a debit, dot for a no-cost row), the description of what generated the row with date and time, the amount (a dash when there is no cost), and the balance left after the operation. - Images that arrived and were not charged appear as **"Imagem não lida: ‹motivo›" (Image not read: ‹reason›)**, with the contact name and **"sem custo" (no cost)**. - Empty: **"Sem transações ainda." (No transactions yet.)** Error: **"Não foi possível carregar o extrato" (Could not load the statement)** — the screen states that no entry was lost. ##### Screen states - Loading: Skeletons in place of the balance, the plan, the invoices, and the statement. - If something goes wrong: If the balance cannot be read, the balance card gives way to **"Não foi possível carregar o seu saldo" (Could not load your balance)**, explaining that this does not mean a zeroed account, with "Tentar de novo" (Try again). The depleted-balance notice never appears because of a read error. - Balance and credits at zero: "Saldo esgotado" (Balance depleted) banner with "Ver estado pausado" (See paused state); the AI stops responding to new conversations. - Resold account: Title "Plano & Recargas" (Plan & Top-ups), "Seu plano" (Your plan) card for the subscription with the partner, top-up without card, no "Faturas" (Invoices). - Enterprise account with a contract: "Seu plano" (Your plan), "Pagamentos" (Payments), and "Contrato e documentos" (Contract and documents) at the top; the top-up pays only for SMS, email, and WhatsApp templates. - Ended "Plano sob medida" (Custom plan) or AI turned off by the transition: The top-up and the plan disappear; the path is "Falar com especialista" (Talk to a specialist). - Return from an approved payment: A notice confirms the payment and says the balance or plan updates in a moment. #### "Agente pausado" (Agent paused) The "Agente pausado" (Agent paused) screen shows what happens when the balance runs out: the AI stops responding to new conversations, how many conversations are waiting for the top-up, and the shortcut to top up. Address in the dashboard: `/app/carteira/pausado` ![Screenshot of the "Agente pausado" (Agent paused) screen. The "Agente pausado" (Agent paused) screen shows what happens when the balance runs out: the AI stops responding to new conversations, how many conversations are waiting for the top-up, and the shortcut to top up.](https://attendto.com.br/prints-do-manual/saldo-e-recargas--agente-pausado.png) The "Agente pausado" (Agent paused) screen in the demo account, with sample data and blurred values. How to get there: Through the **"Ver estado pausado" (See paused state)** button on the "Saldo esgotado" (Balance depleted) banner, or through **"Pré-visualizar estado sem saldo" (Preview no-balance state)** on the balance card, in "Saldo & Recargas" (Balance & top-ups). On a resold account the title is **"Atendimento em pausa" (Service paused)**. Who uses it: Owner, Admin, Agent. ##### "Agente pausado — saldo esgotado" (Agent paused — balance depleted) The main notice, with the current balance and the assurance that conversations in progress are saved. Also appears: - Text: with no balance, the AI stops responding to new conversations; the current balance appears in the middle of the sentence. - With a positive balance, the banner **"Pré-visualização — seu saldo está positivo e o agente segue ativo." (Preview — your balance is positive and the agent is still active.)** makes clear it is only a preview. ##### "Conversas aguardando recarga" (Conversations awaiting top-up) How many conversations are stopped waiting for the balance to return. Buttons and actions: - **"Recarregar agora" (Reload now)**: Takes you to "Saldo & Recargas" (Balance & top-ups) to generate the top-up (for an agent, the app sends you back to "Painel" (Dashboard)). Also appears: - The number of conversations in the "Aguardando recarga" (Awaiting top-up) state in the Inbox. - If the conversation list cannot be read, a dash and **"Não foi possível contar agora." (Could not count right now.)** appear — never a false zero. ##### Screen states - If something goes wrong: **"Não foi possível conferir o seu saldo" (Could not check your balance)**: the screen does not claim the balance ran out and asks you to check before topping up, with "Tentar de novo" (Try again). ### Step by step #### How to top up your balance by Pix 1. In the menu, open **"Saldo & Recargas" (Balance & top-ups)** (or click **"Recarregar" (Top up)** on the card at the bottom of the menu). 2. Under **"Valor da recarga" (Top-up amount)**, tap one of the preset amounts or type the amount in the field below them. 3. Under **"Forma de pagamento" (Payment method)**, choose **Pix**. 4. Click **"Gerar Pix" (Generate Pix)**. 5. Scan the QR code with your bank's app or click **"Copiar" (Copy)** and paste the code into Pix copy and paste. 6. Once paid, the balance is credited automatically on the balance card, in the menu, and in the **"Extrato" (Statement)**. #### How to pay the top-up by boleto or card 1. In **"Saldo & Recargas" (Balance & top-ups)**, choose the amount under **"Valor da recarga" (Top-up amount)**. 2. Under **"Forma de pagamento" (Payment method)**, choose **Boleto** or **"Cartão" (Card)** (on a resold account, only Pix and Boleto). 3. Click **"Gerar boleto" (Generate boleto)** or **"Gerar cartão" (Generate card)**. 4. Click **"Abrir pagamento" (Open payment)** and finish in the tab that opens. 5. The balance is credited when the payment is confirmed; for boleto, that depends on bank clearing. #### How to subscribe to the monthly plan and get AI credits 1. In **"Saldo & Recargas" (Balance & top-ups)**, find the plan card on the right. 2. Read the price, the credit allowance, and the handoff benefit, and click the subscribe button. 3. Finish the payment on the page that opens; the card shows **"Aguardando confirmação do pagamento" (Awaiting payment confirmation)** until it is confirmed. 4. Once active, the card shows **"Próxima fatura" (Next invoice)** and **"Franquia restante" (Remaining allowance)**, and the menu card shows the **"Créditos de IA" (AI credits)**. #### How to cancel the plan subscription 1. Sign in as the account Owner (the button does not appear for an Admin). 2. In **"Saldo & Recargas" (Balance & top-ups)**, on the plan card, click **"Cancelar assinatura" (Cancel subscription)**. 3. Read the text: within 7 days of the first payment the plan ends immediately with a refund; after that, it continues until the end of the paid period. 4. Click **"Confirmar cancelamento" (Confirm cancellation)** (or **"Voltar" (Back)** to change your mind). 5. The card shows **"Ativo até ‹data›" (Active until ‹date›)** when the plan continues until the end of the period. #### How to download the tax invoice for a top-up or subscription payment 1. In **"Saldo & Recargas" (Balance & top-ups)**, scroll to **"Faturas" (Invoices)**. 2. Find the payment by date and amount. 3. With the status **"Emitida" (Issued)**, click **"Baixar NF" (Download invoice)**; with **"Processando" (Processing)**, the invoice is still being issued. #### How to export the statement to a spreadsheet 1. In **"Saldo & Recargas" (Balance & top-ups)**, scroll to **"Extrato" (Statement)**. 2. Click **"Exportar CSV" (Export CSV)**. 3. Open the file in Excel or Google Sheets to add up by debit type and compare months. #### How to download the signed Enterprise contract 1. In **"Saldo & Recargas" (Balance & top-ups)**, find the **"Contrato e documentos" (Contract and documents)** card. 2. On the **"Condições do Plano Enterprise" (Enterprise Plan Terms)** row, check that it says signed by both parties. 3. Click **"Baixar PDF assinado" (Download signed PDF)** to receive the document with the signature report. 4. To reread the Terms of Use and the Privacy Policy, click **"Ler" (Read)**. #### How to activate the subscription on a resold account ("Plano & Recargas" (Plan & Top-ups)) 1. In the menu, open **"Plano & Recargas" (Plan & Top-ups)**. 2. On the **"Seu plano" (Your plan)** card, click **"Ativar minha mensalidade" (Activate my subscription)**. 3. If the screen asks, fill in **"CPF ou CNPJ de quem paga" (Payer's CPF or CNPJ)** and click again. 4. Click **"Abrir pagamento" (Open payment)** and pay; the AI starts responding after confirmation. ### Frequently asked questions #### Why is the item on my account called "Plano & Recargas" (Plan & Top-ups) instead of "Saldo & Recargas" (Balance & top-ups)? Because your account was contracted through a partner who resells the platform. On it, the main contract is the subscription with the partner, and the top-up covers only what exceeds what is included in the month. The screen is the same route, with adjusted texts: no credit card on the top-up and no "Faturas" (Invoices) list. #### Can an agent see the account balance? An agent sees the credits and balance card at the bottom of the menu, like everyone on the team. The "Saldo & Recargas" (Balance & top-ups) screen is for the Owner and Admin: for an agent, opening the page URL sends them back to "Painel" (Dashboard). #### Does "Pré-visualizar estado sem saldo" (Preview no-balance state) change anything on the account? No. The button only opens the "Agente pausado" (Agent paused) screen so you can see what it looks like; with a positive balance, it shows the preview banner saying the agent is still active. #### "Não foi possível carregar o seu saldo" (Could not load your balance) appeared. Did my balance reach zero? Not necessarily. It is a failure to read the screen, not the balance: nothing was charged or lost. Click "Tentar de novo" (Try again) before deciding to top up. #### I closed the screen before copying the Pix code. Did I lose the top-up? No. An unpaid charge credits nothing; just generate the Pix again with the same amount and pay the new code. #### Where do I turn on automatic top-up? In "Configurações" (Settings), under "Cobrança & alertas" (Billing & alerts). The quickest shortcut is the "Ligar" (Turn on) link next to "Recarga automática" (Automatic top-up) in the balance card details. When an automatic top-up is generated and awaits payment, "Saldo & Recargas" (Balance & top-ups) shows its banner with the Pix to copy. #### Why does the "Modelo entregue (WhatsApp)" (Template delivered (WhatsApp)) row say "Cobrado pela Meta" (Billed by Meta)? Because the number you connected is on a Meta account that is yours: Meta charges each delivered template directly to your card, and the platform debits nothing for that item from the balance. #### Why does the tax invoice show as "Processando" (Processing)? The invoice is issued right after payment and takes a while to be released. Meanwhile, the row stays at "Processando" (Processing) without the "Baixar NF" (Download invoice) button; if issuing fails, the row says "Falhou — vamos reemitir" (Failed — we will reissue). #### Can an Admin cancel the subscription? No. "Cancelar assinatura" (Cancel subscription) appears only to the account Owner. On the Enterprise contract with a commitment period, not even the Owner sees the button: in its place comes the commitment date and whom to talk to in order to end it. ### Guide: "Saldo & Recargas" (Balance & top-ups) How much you have, how much you spent, and what you spent it on. It is the fuel of the service: without balance, the AI stops answering new conversations. The account is prepaid: you add credit and usage debits it, event by event. No end-of-month invoice with a surprise inside — the balance is always in view, even in the corner of the menu, on any dashboard screen. #### The menu card At the bottom of the side menu, on every screen, is the card with **Créditos de IA** and **"Saldo pré-pago" (Prepaid balance)**. The credits are the plan's allowance: the AI spends from them **first** and, when they run out, continues with the balance. The dot that pulses on the rail shows where the AI is drawing from right now. Click the card (or press Enter on it) to open the details beside it; Esc closes. On screen: Side menu with the AI credits and balance card and, beside it, the details open showing what is available, the projection, the spending cap, and the cycle's usage by type. The card and the details. The numbers change on their own with every message: you do not need to reload the page. 1. **"Créditos e saldo" (Credits and balance)**: The big number is what **remains** of the plan's credits; the bar is what has already been **used**, with a mark at 80%, and beside it the date they renew. Below, the prepaid balance. 2. **Available for the AI**: Credits + balance, in the order the AI spends them: **1** the plan's credits, **2** the balance. 3. **Projection**: Based on the pace of the **last 7 days** (a recent change in usage shows up right away): whether the credits last until renewal or on which day they run out, and how long the balance lasts after that. Refunds, such as a first contact that Meta rejected, go back to the credits and are already deducted from the account. Whatever is left of the credits **does not carry over** to the next cycle. 4. **Spending cap**: Shown when you have set a cap in [Settings](https://attendto.com.br/en/manual/configuracoes), under **"IA & persona" (AI & persona)**. When the cap is reached, the AI pauses until the next day (or month). 5. **Cycle usage by type**: How much went to messages, qualified leads, audio, and images since the start of the cycle. **"Módulos" (Modules)** come only from the prepaid balance, never from the plan credits. - **Above 80%**: The bar turns amber and the card shows on which day, at the current pace, the credits run out. - **Credits used up**: Nothing stopped: the AI is using the balance, and the card shows since when. The credits return at renewal. - **"Saldo baixo" (Low balance)**: Credits plus balance below the threshold you set in **"Cobrança & alertas" (Billing & alerts)**. The card estimates how many days they still cover. - **AI paused**: Credits and balance at zero: leads keep arriving in the Inbox, but the AI does not reply until you top up. - **Collapsed menu**: The card becomes a ring showing the percentage used; hovering over it (or focusing it with the keyboard) shows the numbers, and clicking opens the same details. - **On mobile**: The card stays in the menu; tapping it opens the details from the bottom up. With the menu closed, a small ring rises to the top of the screen only when there is an alert. - **Enterprise plan**: The AI does not charge during the cycle: the card counts the **messages in the cycle** against those included in the contract, and the balance is kept for SMS, email, and WhatsApp templates. > **Alerts without having to check the card:** When credits go past **80%**, when they **run out**, and when the **balance gets low**, the bell notifies you and the account owner receives an email — each alert **once per cycle**, with no repeats. #### The screen, part by part On screen: The "Saldo & Recargas" (Balance & top-ups) screen with the top-up form on the left and, on the right, the balance, the plan card, and the price table. On the left you pay; on the right you understand what you are paying for. "Faturas" (Invoices) and "Extrato" (Statement) are just below, outside the picture. 1. **The prepaid rule**: You top up, usage is debited, and when the balance runs out the AI pauses and notifies you. There is no bill to pay afterward: what was not topped up is not spent. 2. **How much to add**: Four preset amounts — 100, 250, 500, and 1,000 — or the amount you type in the field just below. Whatever is typed is what applies. 3. **How to pay**: **Pix**, **Boleto**, or **"Cartão" (Card)**, and the button changes its name depending on your choice. The balance is added automatically when the payment is confirmed — with Pix this is almost immediate; with Boleto, it depends on bank clearing. 4. **The balance, above everything**: How much you have available to spend right now. Just below, the **plan allowance**, when there is one. **"Pré-visualizar estado sem saldo" (Preview no-balance state)** shows how the dashboard looks when the credit runs out — it is only a preview and changes nothing. 5. **The plan card**: With an active plan: the date of the next invoice, how much of the month's allowance is left, and **"Cancelar assinatura" (Cancel subscription)**, which only the account Owner can see. Without a plan, the same card shows the price and an invitation to subscribe. 6. **The price of each item**: Every event that uses balance and how much it costs **on your account today**: hot and warm qualified lead, processed message, delivered template, minute of voice, image read by the AI, handoff, SMS, and email. With an active plan, leads cost cents and the handoff is **"Sem custo" (No cost)**. #### "Recarregar" (Top up) 1. **Choose the amount**: One of the four buttons or a typed amount. An honest reference: add up what you spent last month in the **"Extrato" (Statement)** and top up that amount plus some margin — a top-up that is too small is what leaves the balance at zero on a Saturday. 2. **Choose the payment method**: **Pix** to get funds in within minutes, **Boleto** when your finance team requires it, **"Cartão" (Card)** for convenience. 3. **Generate the charge and pay**: With Pix, the code to copy appears right there. Do not close the screen before copying it; if you do, just generate it again. 4. **Check the balance**: Once the payment is confirmed, the credit is added automatically and shows in the blue card and in the menu. If the amount came in, the matching line is already in the **"Extrato" (Statement)**. #### What happens when the balance runs out The AI stops answering **new conversations**. It sounds scary but it is the part that hurts least, because nothing is lost: messages keep arriving and being recorded, and the conversation goes to **"Aguardando recarga" (Awaiting top-up)** in the [Inbox](https://attendto.com.br/en/manual/inbox), waiting for you. - The lead receives a neutral phrase, **only once**. It never says the balance ran out — for the person on the other side, it is just a reply that will take a little while. - No one on the team is blocked: you can take over the conversation and reply as a human as usual. - As soon as credit comes in, the AI automatically answers the last message of those who were waiting, from oldest to newest, up to 50 conversations per top-up (any beyond that return with the next credit or the lead's next message). You do not need to unlock anything. - On WhatsApp and Instagram, a conversation whose last lead message is more than 24 hours old gets no AI reply: outside that window only an approved template can be sent. It stops waiting, and the contact's history notes that it needs a template or someone from the team. > **The mistake that costs money is letting the balance hit zero:** A zero balance on a Friday night means a whole weekend of leads waiting for a reply while a competitor answers. The dashboard warns you in advance, by email and by notification — and the warning only helps those who act on it. > **Automatic top-up is not turned on here:** This screen shows its result, never the configuration. Turning on "when the balance drops below X, charge Y" is done in [Settings](https://attendto.com.br/en/manual/configuracoes), under **"Cobrança & alertas" (Billing & alerts)**. It is worth spending five minutes there: it is what keeps this screen from ever needing you in a hurry. #### The monthly plan Alongside prepaid there is the **Pro** plan: a monthly fee that already includes a **monthly credit allowance** and unlimited human handoff. Anyone with steady volume comes out well ahead — a qualified lead costs cents instead of reais, and bringing a person into the conversation no longer has a price. - **The allowance does not carry over.** It renews every cycle, and whatever is left does not move to the next month. Having a lot left over every month is a sign that pure prepaid would be cheaper. - **Exceeding the allowance does not cut off service.** Usage above it is taken from the paid balance — so it is worth keeping some credit even with the plan active. - The card shows the date of the next invoice and how much of this month's allowance remains — the same number as the menu card, where it appears as **"Créditos de IA" (AI credits)**. **"Cancelar assinatura" (Cancel subscription)** is for the account Owner only. Within **7 days** of the first payment, the right of withdrawal applies, with a full refund and immediate termination. Outside that period there is no penalty and no refund: the plan stays valid until the end of the period already paid and does not renew afterward. > **Account with an Enterprise contract:** The card shows the contracted tier (**Enterprise Core**, **Enterprise Scale**, or **Enterprise Custom**) and the **contract's monthly fee** in place of the allowance, and the monthly fee appears under the same name in **"Faturas" (Invoices)**. Within **7 days** of the first payment confirmation, canceling refunds everything paid: setup, monthly fee, and overage. After that, for as long as the contract's commitment period lasts, the card shows until when it applies, the penalty for ending early, and whom to contact to end it. #### The custom plan On an account contracted through a specialist's proposal, the plan card shows the **contract's monthly fee** and does not offer another plan. With your company's own templates, the menu card shows the **messages in the cycle** and the overage per thousand; with the platform's AI, only the **AI credits**. The invoice for each cycle appears at the top, in the **"Fatura em aberto" (Open invoice)** card, with the **"Pagar" (Pay)** button. The step-by-step guide is in [How your contracting works](https://attendto.com.br/en/manual/primeiros-passos). #### Contract and documents (Enterprise) On an Enterprise account with the Enterprise Plan Terms, the top of the "Carteira" (Wallet) replaces the plan card with three cards: - **"Seu plano" (Your plan)**: The tier and monthly fee, the messages included per cycle and the overage per thousand, the commitment period, and the next invoice. The badge says **"ativo desde" (active since)** the day Enterprise was turned on, or **"aguardando ativação" (awaiting activation)** while signing, payment, or connection is still missing. - **"Pagamentos" (Payments)**: The paid charges of the contract — the setup and each monthly fee —, with the date they came in. - **"Contrato e documentos" (Contract and documents)**: What your company signed and accepted: the **"Condições do Plano Enterprise" (Enterprise Plan Terms)**, with who signed and when, and the **"Termos de Uso" (Terms of Use) and "Política de Privacidade" (Privacy Policy)**, with the acceptance date and the version in force (**"Ler" (Read)** opens the text in a new tab). - **"Baixar PDF assinado" (Download signed PDF)** delivers the document with the electronic signature's **"relatório de assinaturas" (signature report)**: who signed, when, and from where — proof that both parties signed. Before both signatures, the row says who the document was sent to and there is nothing to download. - The PDF is kept here for the duration of the contract and afterward: you can download it again whenever you need it. - The commitment period is **counted from the date of the last signature** — that of whichever of the two parties signed last. Ending before it ends, outside the 7-day withdrawal period, carries a **penalty of 20% of the monthly fees remaining until the end of the commitment period, prorated by day, up to 3 monthly fees** (the contract's monthly fee, excluding setup and overage); the penalty link is emailed to the account Owner. After the commitment period, there is no penalty. - The same PDF appears in "IA própria" (Own AI), on the **"Segurança e dados" (Security and data)** tab, for whoever handles the technical side. - The top-up card becomes **"Saldo para SMS, e-mail e modelos do WhatsApp" (Balance for SMS, email and WhatsApp templates)**: on Enterprise, the balance pays only for what falls outside the contract and is billed separately. #### Reading the price table The table lists each billable event with the price that applies **on your account**, with your plan's rule already applied. The debit happens at the moment of the event, and it is the same line you will later find in the statement: - **Qualified lead (hot or warm)**: Charged **once per lead** in each tier, not on every message: when the score reaches warm and, if the lead heats up, when it reaches hot. Whoever has already paid for hot does not pay for warm afterward. How the score is calculated is in [Qualification](https://attendto.com.br/en/manual/qualificacao). With **"Modo atendimento" (Service mode)** turned on (direct sales, in [Settings](https://attendto.com.br/en/manual/configuracoes) → "IA & persona" (AI & persona)), neither tier is charged: the lines leave this table and the balance card, and the statement gets no lead line. - **Processed message**: Each message the AI reads and answers in a conversation. - **Delivered template (WhatsApp)**: The approved text that goes out when the 24-hour window is closed — from a campaign, a cadence, a reopening, or sent by hand. **Who bills depends on where your number lives**: see the section below. When we are the ones billing, this line opens into **four prices**, one per category. See [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem). - **Minute of voice**: A lead's audio turned into text, billed per minute. While the team is handling the conversation, it only applies with **"Transcrever áudios no atendimento humano" (Transcribe audio in human service)** turned on in [Settings](https://attendto.com.br/en/manual/configuracoes). See [Voice & tone](https://attendto.com.br/en/manual/voz-e-tom). - **Image read by the AI**: Stickers, blurry photos, images that are too large, and any beyond the conversation limit are not charged. See [Image reading](https://attendto.com.br/en/manual/configuracoes). - **Handoff to human service**: Each time the conversation is passed to a person. With an active plan, it is **"Sem custo" (No cost)**. - **SMS and email**: Its own price per channel, different from WhatsApp and the site chat. - **Qualification adjustment to your business**: Each time the AI finishes rewriting an audience's questions (**"Qualificação" (Qualification) → "Ajustar ao meu negócio" (Adjust to my business)**), including when there is nothing to change. Errors, cancellations, and an adjustment that did not finish are not charged. In the statement: "ajuste da qualificação ao negócio" (qualification adjustment to the business). See [Account ready for your industry](https://attendto.com.br/en/manual/configuracoes). - **Industry template generated by the AI**: The template the AI builds for an industry that is not on the list, in **"Configurações" (Settings) → "Seu segmento" (Your industry)**. Matching a ready-made template, failing, or canceling is not charged. In the statement: "modelo de segmento gerado pela IA" (industry template generated by the AI). The price of each item can change. When a price goes up, the new price applies immediately, including to the balance you already have, and you receive an email with the new prices. When a price goes down, the balance you already paid for keeps being spent at the price from when you topped up, and the lower price applies from the next top-up. If you have balance from top-ups made at different prices, the highest one applies until that balance runs out. Each item has a single final price, the one you see in the table: whatever differs from one item to another is already built into it and does not appear as a separate fee. #### Who pays for WhatsApp WhatsApp charges per **delivered template**, and the one it bills is the owner of the account where the number is: yours, if you connected your own WhatsApp; ours, if the number you use is hosted by us. - **Your number, your WhatsApp account**: This is the normal path. Meta bills each delivered template directly to your card, at its own rate — **the platform adds nothing on top of that**, and the line appears as *"Cobrado pela Meta" (Billed by Meta)* in the price table. Marketing is the most expensive category; utility and authentication cost less. - **Number hosted by us**: The WhatsApp invoice comes to the platform, and the cost of the delivered template is taken from your balance — at the price of that template's **category**, which the table shows broken out. With **more than one number** connected, there is no longer a single answer: each number lives in an account, and the invoice follows the number the message went out from. The table line here speaks for the channel's **default account**, and the screen says so when it notices you have more than one. The order of who delivers is always the same: the conversation's account decides; if there is no conversation, the one the campaign or cadence chose; if there is no choice, the default. See [Connections](https://attendto.com.br/en/manual/conexoes). **Why four prices and not one.** WhatsApp does not have a single template rate: it has four, and the difference between them is large. A **marketing** send (offer, news, invitation) is the most expensive category. **"utilidade" (utility)** (order notice, reminder, confirmation) and **"autenticação" (authentication)** (access code) cost a fraction of that. **"Atendimento" (Service)** — the reply to a customer who wrote first — has no rate today. In practice this changes what is worth sending: the same balance delivers many more utility notices than marketing campaigns. The table shows the two numbers side by side precisely so that choice is made with the cost in front of you. There is a **fifth line**, called *"Ainda sem categoria" (Not yet categorized)*. A template only gets a category when Meta reports it to the platform, and until then delivery goes out at this base price — which is higher than utility and lower than marketing. Opening [Message templates](https://attendto.com.br/en/manual/modelos-de-mensagem), or the campaign assistant itself, is what brings the category in; after that, the line for the right category takes effect on its own. **Replies inside the conversation.** Since 10/01/2026, Meta also charges for replies inside the conversation (service). Each number gets 1,000 per month at no charge; the Brazilian rate is still an estimate. What the platform always charges for, in any case, is our work: a message processed by the AI, a qualified lead, a minute of voice, and a handoff. Automatic follow-ups, meeting reminders, and sends by the specialist agent count as a **processed message** even when they go out as a template — that is the price of the AI's work, not WhatsApp's rate, which still follows the rule above. #### Invoices and statement Below are two lists that answer different questions. **"Faturas" (Invoices)** is what your accountant asks for: the tax invoice for each payment, with **"Baixar NF" (Download invoice)** once it has been issued (a newly paid invoice shows as processing until it is out). **"Extrato" (Statement)** is what answers "where did the money go": every credit and every debit, with the balance left after that operation. Nothing there is edited or deleted. **Exportar CSV** downloads everything to a spreadsheet — that is how you compare month to month and find out which channel got expensive. Images that arrived and the AI did **not** charge for (stickers, blurry photos, too large, over the limit) appear in the "Extrato" (Statement) on a **"Sem custo" (No cost)** line, grouped by day, so you know they arrived. The month's usage card (**"Consumo de outubro" (October usage)**, for example), above the statement, adds up what each item cost in the month, with the images read and those that came in at no cost. > **What it looks like when it is well resolved:** Automatic top-up on, a balance with at least a week of usage to spare, and the statement checked once a month to see whether the mix of spending has changed. With that, this screen becomes a place you open out of curiosity, not out of emergency. #### Who can change things - Topping up and subscribing to the plan: Admin or account Owner. - Canceling the subscription: **Owner only**. - Viewing the balance, price table, and statement: anyone with access to the screen. In the dashboard: "Abrir Saldo & Recargas" (Open Balance & top-ups). How people search: how to top up balance; top up with pix; pay with boleto; prepaid balance; ai credits; plan allowance; cancel subscription; download invoice; export statement csv; agent paused no balance; plan and top-ups reseller; signed enterprise contract pdf; spending cap; price table per message. ## Compliance: audit trail, LGPD, opt-out and the lead's right to erasure URL: https://attendto.com.br/en/manual/compliance Menu: Account > Compliance Compliance is the dashboard's audit and LGPD screen: it shows the trail of everything done on the account, the consent, opt-out and erasure numbers, the legal basis of the first contact and the shortcuts for honoring data subject rights. ### Who can use it - Owner: Sees the entire screen, exports the trail as CSV and uses all the data subject rights shortcuts. - Admin: Same access as the Owner: views, exports and uses the shortcuts. - Agent: Does not see the item in the menu; opening the direct address takes them back to the "Painel" (Dashboard). Actions on a person (opt-out, export data, anonymize) are in the "Ficha do lead" (Lead record), in the CRM. ### Screens #### Compliance The Compliance screen is for proving what happened on the account, with an audit trail that only grows, and for routing LGPD requests: exporting the entire account is done here, and actions on a person lead to their record in the CRM. Address in the dashboard: `/app/compliance` ![Screenshot of the Compliance screen. The Compliance screen is for proving what happened on the account, with an audit trail that only grows, and for routing LGPD requests: exporting the entire account is done here, and actions on a person lead to their record in the CRM.](https://attendto.com.br/prints-do-manual/compliance--compliance.png) The Compliance screen in the demo account, with sample data and blurred values. ##### Indicators at the top Four numbers calculated from the account's leads and AI decisions. Also appears: - **"Consentimentos" (Consents)**: how many leads have recorded consent. - **Opt-outs**: how many leads asked to stop receiving messages. - **"Apagamentos" (Erasures)**: how many leads were anonymized. - **"Cobertura de reasoning" (Reasoning coverage)**: the fraction of the AI's automatic decisions that were recorded with the reason, with the hint **"‹n› decisões da IA" (‹n› AI decisions)**. A dash and **"sem decisões ainda" (no decisions yet)** when the AI has not decided anything yet. ##### "Trilha de auditoria" (Audit trail) The timeline of account events, 50 per page, from newest to oldest. It only grows: nothing is edited or deleted. Buttons and actions: - **"Exportar" (Export)**: Downloads the trail as CSV (file "auditoria-‹data›.csv" (audit-‹date›.csv)), which opens in Excel or Google Sheets. While downloading, the button says "Exportando…" (Exporting…). - **"‹ Anteriores" (‹ Previous)**: Goes back to the page of most recent events. Disabled on the first page. - **"Próximos ›" (Next ›)**: Moves on to older events. Disabled when the page came back with fewer than 50 events, the end of the trail. Also appears: - Subtitle: **"Append-only · toda ação de handoff/LGPD grava um evento" (Append-only · every handoff/LGPD action records an event)**. - Each event shows the author (the agent's name, the email of whoever was logged in, or **"Sistema" (System)** when it was the AI or an automatic routine), the event name in Portuguese and the date and time. - Some events open a detail below, for example the agent who took over the conversation or how many contacts came in on an import. - Events that appear: "Conversa transferida" (Conversation transferred), "Mensagem do atendente" (Agent message), "Conversa devolvida à IA" (Conversation returned to the AI), "Conversa encerrada" (Conversation closed), "Conversa reaberta" (Conversation reopened), "Conversa excluída" (Conversation deleted), "Consentimento registrado" (Consent recorded), "Opt-out do lead" (Lead opt-out), "Lead anonimizado" (Lead anonymized), "Dados exportados (portabilidade)" (Data exported (portability)), "Contato excluído" (Contact deleted), "Modelo enviado" (Template sent), "Público criado" (Audience created), "Teste A/B iniciado" (A/B test started), "Atendente convidado" (Agent invited), "Acesso do atendente revogado" (Agent access revoked), "Assinatura ativada" (Subscription activated), "Recarga automática disparada" (Automatic top-up triggered), "Verificação em duas etapas ligada" (Two-step verification turned on), among others. ##### "Consentimento no 1º contato" (Consent at 1st contact) The green card that declares how and on what legal basis consent is collected. Also appears: - Collected at first contact over WhatsApp, with the legal basis **"legítimo interesse" (legitimate interest)**. - Opt-out available at any time. ##### "Direitos do titular" (Data subject rights) Four shortcuts (LGPD · CCPA · GDPR). Only the first one runs on this screen; the other three lead to the CRM, because the action is always on a person. Buttons and actions: - **"Exportar auditoria" (Export audit)**: Downloads the same CSV as the trail, with the reason recorded for each automatic decision. - **"Portabilidade" (Portability)**: Leads to the CRM to choose the lead; in their record, **"Exportar dados" (Export data)** delivers the data in an open format. - **"Direito ao apagamento" (Right to erasure)**: Leads to the CRM to choose the lead; in their record, **"Anonimizar (LGPD)" (Anonymize (LGPD))** removes personal data irreversibly. - **"Opt-out imediato" (Immediate opt-out)**: Leads to the CRM to choose the lead; in their record, **"Registrar opt-out" (Record opt-out)** stops the messages and keeps the data. ##### Screen states - Loading: The trail shows **"Carregando…" (Loading…)** while it fetches the events. - Nothing here yet: **"Nenhum evento de auditoria ainda." (No audit events yet.)** This is an account that has not done anything that generates an event; the first handoff already creates the first row. - If something goes wrong: **"Não foi possível carregar a trilha de auditoria" (Could not load the audit trail)**, explaining that this does not mean there are no events and that nothing was deleted, with "Tentar de novo" (Try again). If the export fails, a notice asks you to try again. ### Step by step #### How to export the audit trail as CSV 1. In the menu, open **Compliance**. 2. In the **"Trilha de auditoria" (Audit trail)** card, click **"Exportar" (Export)** (or use **"Exportar auditoria" (Export audit)** under **"Direitos do titular" (Data subject rights)**). 3. Open the file "auditoria-‹data›.csv" (audit-‹date›.csv) in Excel or Google Sheets and use the spreadsheet's search to find the event. #### How to handle a data erasure request (LGPD) 1. In **Compliance**, click **"Direito ao apagamento" (Right to erasure)**; the dashboard opens the CRM. 2. Search for and open the record of the person who made the request. 3. If there is a chance you will need the history (billing, contract, dispute), first click **"Exportar dados" (Export data)** and keep the file. 4. Click **"Anonimizar (LGPD)" (Anonymize (LGPD))** and confirm. The action is irreversible and the **"Apagamentos" (Erasures)** counter goes up. #### How to record a contact's opt-out 1. In **Compliance**, click **"Opt-out imediato" (Immediate opt-out)**; the dashboard opens the CRM. 2. Open the person's record. 3. Click **"Registrar opt-out" (Record opt-out)** and confirm. Messages to them stop, the data stays, and the "Opt-out do lead" (Lead opt-out) event is added to the trail. #### How to deliver a data subject's data (portability) 1. In **Compliance**, click **"Portabilidade" (Portability)**; the dashboard opens the CRM. 2. Open the person's record. 3. Click **"Exportar dados" (Export data)** and send the file to whoever requested it. The trail records "Dados exportados" (Data exported) (portability). #### How to find out who transferred or closed a conversation 1. In **Compliance**, look at the **"Trilha de auditoria" (Audit trail)**: each row shows the author, the event, and when it happened. 2. Use **"Próximos ›" (Next ›)** to go back in time, 50 by 50. 3. If you don't remember the day, click **"Exportar" (Export)** and search the spreadsheet by event name ("Conversa transferida" (Conversation transferred), "Conversa encerrada" (Conversation closed)) or by author. ### Frequently asked questions #### Does the consent request change when the lead speaks another language? Yes. Outside Brazilian Portuguese, the request uses a neutral privacy text; the Portuguese version keeps citing the LGPD. The consent record is the same. #### What legal basis does the platform declare for contacting leads? Legitimate interest, with consent recorded at the first contact on WhatsApp and opt-out available at any time. This is what the "Consentimento no 1º contato" (Consent at 1st contact) card shows. #### What does "Sistema" (System) as the author of an event mean? That the event was not performed by a logged-in person: it was the AI or an automatic routine of the dashboard. #### Why does "Cobertura de reasoning" (Reasoning coverage) show a dash? Because the AI has not yet made any automatic decision in the account to be measured. The dash turns into a percentage as soon as the first decisions happen. #### What is the difference between "Exportar" (Export) and "Exportar auditoria" (Export audit)? None in the file: both download the account's trail as a CSV. "Exportar" (Export) is in the trail header; "Exportar auditoria" (Export audit) is among the data subject's rights, for people who arrive thinking about an LGPD request. #### Can the agent see the trail or export the audit? No. Compliance is for the Owner and Admin; for the agent, the URL goes back to the "Painel" (Dashboard). What the agent does in service, however, is recorded in the trail under their name. #### Does anonymizing a lead change the account's aggregate numbers? The lead no longer has a name, phone, email, or company and starts counting under "Apagamentos" (Erasures). The operation's totals, such as the number of conversations in the month, remain intact. ### Guide: Compliance The record of everything done in the account and the LGPD tools, on the same screen. The question it answers is just one: is it about the whole account or about one person? This screen brings together two things that look like one and are not: the **record of everything done** in the account, which fills itself in, and the **LGPD tools**, which you use when someone exercises a right. Whoever mixes them up spends half an hour looking for a button that does not exist here. #### The decision you make here Before clicking anything, answer: **is the request about the whole account or about one person?** If it is “show me everything that was done” — internal audit, legal, a large customer asking for proof of process —, this screen's CSV solves it. If it is “so-and-so asked for their data to be deleted”, this screen does not do that: the one that does is that person's record in [CRM & Graph](https://attendto.com.br/en/manual/crm), because the action is always about a specific name. > **Nothing here costs anything and nothing here breaks:** This screen only reads and downloads: it does not debit balance and has no destructive button. What really deletes — **"Anonimizar (LGPD)" (Anonymize (LGPD))** — lives in the person's record, in the CRM. #### The screen, part by part On screen: Compliance screen with four indicators at the top, the audit trail on the left, and the data subject rights card on the right. Numbers on top, the history on the left, the LGPD shortcuts on the right. 1. **The four numbers**: **"Consentimentos" (Consents)** (how many leads recorded consent), **Opt-outs** (how many asked to stop receiving messages), **"Apagamentos" (Erasures)** (how many were anonymized), and **"Cobertura de reasoning" (Reasoning coverage)** — the last one is how many automatic decisions were recorded with the reason. A dash in place of the number means there has been no decision to record yet. 2. **Audit trail and the Export button**: The trail **only grows**: nothing here is deleted or edited, neither by you nor by whoever administers the account. That is what makes it useful as proof. **"Exportar" (Export)** downloads a CSV, which opens in Excel. 3. **The timeline**: One row per event: who did it, what they did, and when. The author is the agent's name, the email of whoever was logged in, or **"Sistema" (System)** when it was the AI. Some events open a detail below — the agent who took over the conversation, how many contacts came in with the import. 4. **Pagination, 50 by 50**: **"‹ Anteriores" (‹ Previous)** and **"Próximos ›" (Next ›)** move half a hundred at a time. There is no total counter: when **"Próximos ›" (Next ›)** is disabled, it is because the page came back with fewer than 50 and you have reached the end. 5. **How consent is collected**: The moment at which consent is recorded and on what legal basis. It is the text you show when someone — a customer, legal, an audit — asks why you had that person's phone number. 6. **Data subject rights: only the first one runs here**: Four buttons, and this is where almost everyone gets lost. **"Exportar auditoria" (Export audit)** runs on this screen. **"Portabilidade" (Portability)**, **"Direito ao apagamento" (Right to erasure)**, and **"Opt-out imediato" (Immediate opt-out)** are shortcuts: they take you to the CRM, because the action is always about one person. #### What the trail records on its own You do not type anything here. The trail fills in as the dashboard is used, and these are the events that land in it: - Conversation transferred to a human, and the message the agent sent. - Consent recorded and the lead's opt-out. - Contacts imported from a spreadsheet, with how many came in. - Companies merged, audience created, change to the team, subscription activated. A new account shows **"Nenhum evento de auditoria ainda" (No audit events yet)**. This is not a defect: it is an account that has not done anything yet. The first handoff puts the first row there. #### Taking the trail out - **"Exportar" (Export)** delivers a CSV — it opens in Excel, Google Sheets, and anything that reads spreadsheets. - The cap is **10 thousand rows**. An old, busy account hits that cap, and whatever goes beyond it does not make it into the file. - **"Exportar auditoria" (Export audit)**, on the card on the right, takes the same path and also brings the reason recorded for each automatic decision. - Exporting requires **Admin or Owner**. The agent role does not get into this screen. > **Searching in the spreadsheet is faster:** The trail is chronological and goes 50 by 50. If you are looking for a specific event and do not remember the day, export the CSV and use the spreadsheet's search — it takes seconds, versus dozens of clicks on **"Próximos ›" (Next ›)**. #### When the request is about one person Open their record in [CRM & Graph](https://attendto.com.br/en/manual/crm). There are three actions, and the difference between them matters: - **"Registrar opt-out" (Record opt-out)**: Stops sending messages to that person and **keeps the data**. It is the right answer to “I no longer want to receive this” — and it overrides any campaign, always. - **"Exportar dados" (Export data)**: Portability: a file with what the account holds about the person, in an open format. It is what you hand over when they ask for their own data. - **"Anonimizar (LGPD)" (Anonymize (LGPD))**: **Irreversible.** Removes name, phone, email, and company. Aggregate numbers stand — the month's total of conversations does not change —, but the person ceases to exist as a person. > **Export before anonymizing:** After anonymizing there is nowhere to get the data back from: it is not hidden in some corner, waiting for a polite request. If there is any chance you will need the history of that relationship — an open invoice, a contract, a dispute —, **"Exportar dados" (Export data)** first, anonymize afterward. In the reverse order there is no fix. #### When it does not come out as expected - **The screen does not open for you.** Compliance is for Admin or Owner. Whoever logs in as an agent does not reach it — ask whoever administers the account. - **The trail is empty.** A new account, or an operation that still happens outside the dashboard. One handoff and one import already fill the first page. - **The Opt-outs number went up and you do not know why.** Each opt-out becomes an event in the trail, with date and author. The answer is there, not in the number. - **You are looking for a change and cannot find it.** The trail records what was done in service and in the account — it is not a field-by-field edit history. If what you want is a change to a lead's data, it is in their record in the CRM. #### What it looks like when all is well - The trail has events **from today**, not just from last month: a sign that the operation is running inside the dashboard, not outside it. - **"Cobertura de reasoning" (Reasoning coverage)** with a number in place of the dash — automatic decisions are going out with the reason recorded, and you can explain any of them later. - Opt-out recorded on the same day as the request. Someone who asked to leave and keeps receiving messages is the only mistake in this area that becomes a real problem. - A recent CSV kept outside the dashboard. Audits do not usually announce the time. In the dashboard: "Abrir Compliance" (Open Compliance). The CSV for the whole account comes from here. The action on one person comes from that person's record. How people search: lgpd service dashboard; audit trail; export audit csv; right to erasure; anonymize lead; contact opt-out; data portability; legal basis legitimate interest; who transferred the conversation; consent record. ## Connections: how to connect official WhatsApp, Instagram, SMS, email, and web chat URL: https://attendto.com.br/en/manual/conexoes Menu: Account > "Conexões" (Connections) "Conexões" (Connections) is the screen where the account links the channels where the AI serves: Meta's official WhatsApp (up to several numbers), Instagram, SMS, email, and the site's web chat, all landing in the same Inbox. When it appears: Appears for the Owner and Admin in every account. The Instagram card only appears when the Instagram channel is enabled on the account. The choice between a new number and the number you already use on your phone appears when the account has both Meta paths available; without Facebook signup available, the screen shows the credentials form directly. ### Who can use it - Owner: Connects, renames, sets the default account, chooses each account's persona, switches provider, and disconnects. - Admin: Same access as the Owner on all channels. - Agent: Does not see the item in the menu; opening "Conexões" (Connections) by its URL goes back to the "Painel" (Dashboard). The WhatsApp guide opens for any role, and the web chat customization screen also opens, but saving the customization is refused for the agent. ### Screens #### "Conexões" (Connections) The "Conexões" (Connections) screen is for connecting and managing each of the account's service channels: seeing the linked accounts and the status of each, connecting official WhatsApp, Instagram, web chat, SMS, and email, and disconnecting when switching. Address in the dashboard: `/app/conexoes` ![Screenshot of the "Conexões" (Connections) screen. The "Conexões" (Connections) screen is for connecting and managing each of the account's service channels: seeing the linked accounts and the status of each, connecting official WhatsApp, Instagram, web chat, SMS, and email, and disconnecting when switching.](https://attendto.com.br/prints-do-manual/conexoes--conexoes.png) The "Conexões" (Connections) screen in the demo account, with sample data and blurred values. ##### Where your AI serves The summary of the WhatsApp, SMS, Email, and Web chat channels, each with its connected accounts. All conversations land in the same Inbox. Buttons and actions: - **"Ações da conta ‹nome›" (Actions for account ‹name›)**: The three-dot button on each account: opens the menu with "Definir como padrão" (Set as default), "Renomear" (Rename), "Escolher persona" (Choose persona), and "Desconectar" (Disconnect). - **"Definir como padrão" (Set as default)**: Makes this the account that replies when nobody chose another (older conversations, campaigns, and cadences without a defined number). Does not appear on the account that is already the default. - **"Renomear" (Rename)**: Opens the "Renomear conta" (Rename account) dialog to give a nickname (up to 60 characters). - **"Escolher persona" (Choose persona)**: Opens the dialog to choose which persona serves through this account. - **"Desconectar" (Disconnect)**: Opens the confirmation to take this account down and delete the saved credentials. - **"Conectar ‹canal›" (Connect ‹channel›)**: Appears on a channel with no account and scrolls to that channel's connection form. - **"Conectar outro número" (Connect another number)**: On WhatsApp, scrolls to the form to connect one more number. It is dimmed when there is no slot left, with the sentence "Você já usa ‹n› de ‹n› contas. Desconecte uma para conectar outra." (You already use ‹n› of ‹n› accounts. Disconnect one to connect another.) - **"Trocar ‹canal›" (Switch ‹channel›)**: On single-account channels (SMS, email, web chat) that are already connected, scrolls to the form that replaces the connection. - **"Reconectar" (Reconnect)**: Appears when the sync with the phone did not finish (number on the phone): leads to the "Conectar WhatsApp" (Connect WhatsApp) card to connect again. Also appears: - **"‹usadas› de ‹total› contas" (‹used› of ‹total› accounts)** counter on channels that accept more than one account. - Empty channel: **"Nenhuma conta conectada." (No account connected.)** - Each account shows the nickname (or the number), the **"Padrão" (Default)** badge, the **"no celular" (on the phone)** badge when the number also remains in the app, the number or the provider (**"via ‹provedor›" (via ‹provider›)**), and **"Atende como ‹persona›" (Serves as ‹persona›)** (the company persona when nobody chose another). - Account status: **"Conectada" (Connected)**, **"Precisa de atenção" (Needs attention)**, **"Aguardando a primeira mensagem" (Waiting for the first message)**, or **"Desconectada" (Disconnected)**. - Orange warnings below the nickname when something requires action, for example messages rejected because of an invalid signature; they disappear on their own when the situation returns to normal. - Number on the phone: **"A sincronização com o seu celular não terminou" (The sync with your phone did not finish)** (with "Reconectar" (Reconnect)) or **"Trouxemos as mensagens mais recentes; o histórico mais antigo ficou de fora." (We brought the most recent messages; the older history was left out.)** ##### Instagram card Direct messages and comments of the professional account. The badge in the corner shows the status: "Desconectado" (Disconnected), "Autorizando…" (Authorizing…), "Aguardando o teste" (Waiting for the test), "‹n› contas ativas" (‹n› active accounts), "Reconectar" (Reconnect), "Permissão faltando" (Missing permission), "Conta em outra empresa" (Account in another company), "Limite do plano" (Plan limit), or "Não conectou" (Did not connect). Buttons and actions: - **"Conectar Instagram" (Connect Instagram)**: Opens the authorization on Instagram's site, in its own window; the password never goes through the dashboard. - **"Conectar de novo" (Connect again)**: Reopens the authorization window if it was closed by accident. - **"Autorizar de novo" (Authorize again)**: When a permission was not granted: redoes the authorization (leave all permissions checked). - **"Tentar de novo" (Try again)**: Redoes the authorization after a generic error. - **"Falar com o suporte" (Talk to support)**: When the Instagram account is already connected in another company: opens an email to support. - **"A mensagem não chegou?" (Message didn't arrive?)**: Opens the three most common causes of the connection test failing. - **"Testar de novo" (Test again)**: Restarts the 3-minute wait for the connection test's hello message. - **"Conectar outra conta" (Connect another account)**: Authorizes one more Instagram account, when there is a slot. - **"Tornar padrão" (Make default)**: Makes this Instagram account the channel's default. - **"Escolher persona" (Choose persona)**: Chooses the persona that serves through this Instagram account. - **"Reconectar" (Reconnect)**: Appears on the yellow row when Instagram refused the authorization renewal; redoes the authorization. - **"Desconectar" (Disconnect)**: Opens the confirmation to disconnect the Instagram account. - **"Gatilhos e boas-vindas" (Triggers and welcome messages)**: Opens the Instagram screens (triggers, welcome messages, opening questions, stories, lives, and moderation). Also appears: - Invitation: **"Conecte a conta profissional da sua empresa." (Connect your company's professional account.)** It must be a Professional account (Business or Creator). - Mandatory connection test: **"Falta um passo: prove que as mensagens chegam." (One step left: prove that messages arrive.)** Send a hello in Direct from another profile; the screen shows **"Escutando… ‹m:ss› restantes" (Listening… ‹m:ss› remaining)** and confirms on its own. With no reply within 3 minutes: **"Não recebemos sua mensagem." (We did not receive your message.)** - Confirmed: **"Tudo certo. Seu Instagram está atendendo." (All good. Your Instagram is serving.)** - Each account shows the profile photo (or initials), the name, **"Conectada · autorização renova sozinha" (Connected · authorization renews itself)**, **"Atende como ‹persona›" (Serves as ‹persona›)**, and the **"Padrão" (Default)** badge. - Expired authorization: yellow row with **"A autorização venceu em ‹data›." (The authorization expired on ‹date›.)** In the meantime, no message comes in or goes out. - No slot: **"Sua conta já usa as ‹n› conexões de Instagram do plano." (Your account already uses the plan's ‹n› Instagram connections.)** ##### "Conectar WhatsApp" (Connect WhatsApp) Meta's embedded signup: you sign in with your company's Facebook account, choose or create the number, and that's it, with no token copying. With both paths available, the screen asks "Como você quer conectar o WhatsApp?" (How do you want to connect WhatsApp?) and compares them side by side. Fields and filters: - **Phone Number ID** (required): The identifier that Meta gives to the number. - **"Número exibido (opcional)" (Displayed number (optional))**: Only to recognize the row in the list. - **"WABA ID (opcional)" (WABA ID (optional))**: Identifies the Meta account where the number lives and, therefore, who pays for the delivered template. If left blank, the template is not charged to the balance. - **Access Token** (required): The permanent token generated in Meta. Stored and never shown again. - **App Secret** (required): The app's Secret Key; it validates each message that Meta sends. - **Verify Token** (required): A password you make up and repeat in Meta's webhook. Buttons and actions: - **"Conectar um número novo" (Connect a new number)**: Path for the AI-exclusive number: opens the Facebook popup. The number stops working in the phone app. - **"Conectar o número que já uso no celular" (Connect the number I already use on my phone)**: Path where the number stays in the WhatsApp Business app and speaks through the dashboard at the same time; the popup must be followed on the phone itself. - **"Conectar com o Facebook (2 minutos)" (Connect with Facebook (2 minutes))**: The single button when only the new number path is available. - **"Ver o passo a passo deste caminho →" (See the step-by-step for this path →)**: Opens the "Conectar WhatsApp" (Connect WhatsApp) guide on the chosen path's walkthrough. - **"O que mais muda" (What else changes)**: Expands the precautions for the number on the phone: turning off the app's automatic replies, linked devices, minimum app version, and what does not show up on the statement. - **"Modo avançado: colar credenciais da Cloud API" (Advanced mode: paste Cloud API credentials)**: Expands the manual form, for those who already have the app in Meta and the credentials at hand. - **"Veja o guia passo a passo →" (See the step-by-step guide →)**: Opens the "Conectar WhatsApp" (Connect WhatsApp) guide. - **"Conectar" (Connect)**: Submits the manual form's credentials. If the number is the same as an old account's, it returns to the same row, with its history. Also appears: - Comparison of the paths: **A new number, just for the AI** (the phone app doesn't use it, history starts from zero, broadcast lists and groups keep working, a green badge may be requested, higher sending speed) and **The number you already use** (the app keeps working, history comes along, broadcast lists disabled by Meta, the AI doesn't see groups, green badge is not granted, lower and fixed speed). - During signup the button shows **"Siga no popup do Facebook…" (Continue in the Facebook popup…)** and then **"Concluindo conexão…" (Finishing connection…)**. - Manual form: **"Número conectado com sucesso." (Number connected successfully.)** or the sentence with the reason for the refusal (account limit, number already connected in another company). ##### Web chat on your site The platform's own chat, with the same AI serving the site's visitors, with no external provider. Fields and filters: - **"Código de instalação" (Installation code)**: The snippet to paste before the closing body tag on every page of the site where the chat should appear. Buttons and actions: - **"Ativar web chat" (Enable web chat)**: Turns the channel on in one click; it doesn't go through approval. - **"Copiar" (Copy)**: Copies the installation code (the button shows that it copied). - **"Personalizar web chat →" (Customize web chat →)**: Opens the screen for colors, logo, texts, and testing with the AI. Also appears: - On a partner account with its own brand, while the partner's address is not live: **"O código de instalação ainda não está disponível." (The installation code is not available yet.)** The chat already serves; the code appears once the partner releases it. ##### Connect SMS / Switch SMS provider Choose the provider where you have an account (Zenvia, Sinch, Comtele, or SMSDev). One provider at a time: the new one replaces the previous one. Fields and filters: - **"Provedor" (Provider)** (required): Changes the fields requested right below. - **API Token**: Zenvia and Sinch. - **"Remetente (número ou palavra-chave)" (Sender (number or keyword))**: Zenvia. - **Service Plan ID**: Sinch. - **"Número remetente" (Sender number)**: Sinch. - **"Chave de API (auth-key)" (API key (auth-key))**: Comtele. - **"Identificador do remetente" (Sender identifier)**: Comtele. - **"Chave de API" (API key)**: SMSDev. - **"Webhook de recebimento (cole no painel do provedor p/ receber respostas)" (Inbound webhook (paste into the provider's dashboard to receive replies))**: Appears once the channel is on. Without pasting it into the provider, customers' replies do not reach the Inbox. Buttons and actions: - **"Copiar" (Copy)**: Copies the incoming webhook endpoint (URL). - **"Conectar ‹canal›" (Connect ‹channel›)**: Saves the credentials and turns the channel on with the chosen provider. Also appears: - Credentials are stored securely and never shown again. ##### Connect Email / Switch Email provider Through an API (SendGrid, Mailgun, Resend, Postmark) or through SMTP, which covers Amazon SES and any other server. Fields and filters: - **"Provedor" (Provider)** (required): SMTP — Amazon SES and others, SendGrid, Mailgun, Resend, or Postmark. - **"Servidor SMTP" (SMTP server)**: SMTP. - **"Porta" (Port)**: SMTP. - **"Usuário SMTP" (SMTP user)**: SMTP. - **"Senha SMTP" (SMTP password)**: SMTP; never shown again. - **"E-mail remetente" (Sender email)**: All providers. - **API Key**: SendGrid, Mailgun, and Resend. - **"Domínio de envio" (Sending domain)**: Mailgun. - **Server Token**: Postmark. Buttons and actions: - **"Copiar" (Copy)**: Copies the incoming webhook endpoint (URL), which appears once the channel is on. - **"Conectar ‹canal›" (Connect ‹channel›)**: Saves the credentials and turns email on. ##### "Desconectar ‹conta›?" (Disconnect ‹account›?) dialog The confirmation before taking an account down. The text changes: regular account (stops receiving and sending right away and deletes the credentials), number on the phone (the number stays in the app), or Instagram (conversations stay, triggers stop, and the authorization remains on Instagram's side). Buttons and actions: - **"Desconectar conta" (Disconnect account)**: Confirms. The channel's other accounts keep serving. Also appears: - If it was the default account: **"Esta é a conta padrão do canal." (This is the channel's default account.)** The oldest of the remaining ones takes over, and the confirmation notice says which. - Error: **"Não foi possível desconectar. Tente novamente." (Could not disconnect. Try again.)** The dialog only closes when it worked. ##### "Renomear conta" (Rename account) dialog The nickname appears in the account list, in the Inbox, and on the pipeline card. Fields and filters: - **"Nome da conta" (Account name)** (required): Up to 60 characters, the way the team refers to the number. Buttons and actions: - **"Salvar nome" (Save name)**: Saves the nickname. ##### "Quem atende em ‹conta›?" (Who serves in ‹account›?) dialog Each account can have its own persona, which allows two brands or two franchises in the same dashboard. Fields and filters: - **"Persona desta conta" (This account's persona)**: The company persona (default) or an active persona. When a variant is linked, the A/B test keeps drawing among this account's personas. Buttons and actions: - **"Salvar persona" (Save persona)**: Saves the link; the account row now says "Atende como ‹persona›" (Serves as ‹persona›). - **"Tentar de novo" (Try again)**: Appears when the persona list did not load. Also appears: - No active persona: the screen asks you to create or reactivate one in "Personas A/B" (Personas A/B). ##### Screen states - Loading: Four gray blocks in place of the channels. - If something goes wrong: **"Não foi possível carregar os seus canais" (Couldn't load your channels)**, noting that this does not mean they are disconnected and asking you not to redo the connection until you can read the screen, with "Tentar de novo" (Try again). - No channel connected: Each block says "Nenhuma conta conectada" (No account connected) and offers "Conectar ‹canal›" (Connect ‹channel›). - Return from the Instagram authorization: The Instagram card shows "Confirmando a autorização com o Instagram…" (Confirming the authorization with Instagram…) and then the connection test. #### "Conectar WhatsApp" (Connect WhatsApp) The "Conectar WhatsApp" (Connect WhatsApp) screen is the step-by-step guide to link Meta's official WhatsApp to the dashboard: create the app in Meta, generate the permanent token, register the webhook, and paste everything into "Conexões" (Connections), or keep the number that is already on the phone. Address in the dashboard: `/app/conexoes/guia` ![Screenshot of the "Conectar WhatsApp" (Connect WhatsApp) screen. The "Conectar WhatsApp" (Connect WhatsApp) screen is the step-by-step guide to link Meta's official WhatsApp to the dashboard: create the app in Meta, generate the permanent token, register the webhook, and paste everything into "Conexões" (Connections), or keep the number that is already on the phone.](https://attendto.com.br/prints-do-manual/conexoes--conectar-whatsapp.png) The "Conectar WhatsApp" (Connect WhatsApp) screen in the demo account, with sample data and blurred values. How to get there: In "Conexões" (Connections), through the **"Veja o guia passo a passo →" (See the step-by-step guide →)** link on the "Conectar WhatsApp" (Connect WhatsApp) card or through **"Ver o passo a passo deste caminho →" (See the step-by-step for this path →)** on each path (the phone-number path opens its own walkthrough). Who uses it: Owner, Admin, Agent. ##### Connect your WhatsApp to the dashboard The usual walkthrough opening: it uses WhatsApp's official API, takes about 30 minutes the first time, and ends with the codes pasted into "Conexões" (Connections). Buttons and actions: - **"Agendar com o suporte" (Schedule with support)**: Opens an email to schedule a call in which the team does the process with you. Does not appear on a partner account with its own brand. - **"Conexões" (Connections)**: Link that returns to the "Conexões" (Connections) screen. - **"Copiar" (Copy)**: Each address and permission in the guide is a button that copies the text (developers.facebook.com, business.facebook.com/settings, the permissions, and the webhook endpoint (URL)). ##### The eight steps Each step has a panel that mimics Meta's screen. Also appears: - 1. **Create the app in the Meta dashboard**: use case "Conectar-se com os clientes pelo WhatsApp" (Connect with customers on WhatsApp), linked to the company's Business. - 2. **Note down the two IDs**: Phone Number ID and WhatsApp Business Account ID (WABA). - 3. **Generate the permanent token (don't use the one from Step 1!)**: Admin system user, assets with full control, expiration "Nunca" (Never), and the permissions whatsapp_business_messaging and whatsapp_business_management. - 4. **Copy the App Secret**: App settings, Basic, App Secret. - 5. **Submit the message templates for approval**: retomada_conversa and boas_vindas, with the suggested texts. - 6. **Register the webhook**: the callback URL the guide shows, the same Verify Token, and the messages field subscribed. - 7. **Paste everything into the "Conexões" (Connections) screen** and send a hello from another phone. - 8. **When you are going to use the company's official number**: the number leaves the phone app; a landline can be verified by voice call. ##### Do I need to verify my company with Meta? To get started, no: without verification the AI serves anyone who contacts you with no limit; the limit applies to the conversations you start with templates. Buttons and actions: - **"Abrir em tamanho real" (Open at full size)**: Each real Meta screenshot opens at full size in a new tab. Also appears: - Where to verify (Security Center, Start verification), the documents accepted in Brazil, and the usual turnaround. - **What the step-by-step looks like (real Meta screens)**: six screenshots, from the Security Center to the "Aprovado" (Approved) badge. ##### Connect the number you already use on your phone The walkthrough for the path where the same number stays in the WhatsApp Business app and speaks through the dashboard. Also appears: - 1. **Check the app on your phone**: WhatsApp Business 2.24.17 or newer, on the number's primary device. - 2. **Turn off the app's automatic replies**: "Mensagem de saudação" (Greeting message) and "Mensagem de ausência" (Away message). - 3. **Know what happens to linked devices**: all of them are disconnected; Windows and watches do not work again. - 4. **Connect with the button, on the phone itself**. - 5. **Send a “hi” from another number**: what you reply from the phone appears in the dashboard as "Enviada pelo celular" (Sent from the phone). - **What changes on this path**: broadcast lists, groups, green badge, sending speed, dependence on the device, and what leaves the phone. #### "Personalizar web chat" (Customize web chat) The "Personalizar web chat" (Customize web chat) screen is for giving the site's chat your company's look (colors, logo, texts, and what to ask before the conversation), seeing the live preview, and actually chatting with your own AI before installing. Address in the dashboard: `/app/conexoes/webchat` ![Screenshot of the "Personalizar web chat" (Customize web chat) screen. The "Personalizar web chat" (Customize web chat) screen is for giving the site's chat your company's look (colors, logo, texts, and what to ask before the conversation), seeing the live preview, and actually chatting with your own AI before installing.](https://attendto.com.br/prints-do-manual/conexoes--personalizar-web-chat.png) The "Personalizar web chat" (Customize web chat) screen in the demo account, with sample data and blurred values. How to get there: In "Conexões" (Connections), on the "Web chat no seu site" (Web chat on your site) card, through the **"Personalizar web chat →" (Customize web chat →)** link. Who uses it: Owner, Admin, Agent. ##### "Aparência" (Appearance) Fields and filters: - **"Cor principal" (Main color)**: Six ready-made colors, the free color picker, and the hexadecimal code field. - **"Posição na tela" (Position on screen)**: Right corner or Left corner. - **"Tema" (Theme)**: "Automático" (Automatic) (follows the visitor), "Claro" (Light), or "Escuro" (Dark). - **"Arredondamento dos cantos: ‹n›px" (Corner rounding: ‹n›px)**: Slider for the corner rounding of the chat window. - **"Logo (aparece no cabeçalho — até 150KB)" (Logo (appears in the header — up to 150KB))**: PNG, JPEG, SVG, or WebP. A larger file is refused with a warning. Buttons and actions: - **"Cor ‹código›" (Color ‹code›)**: Each ready-made swatch applies that color. - **"Cor personalizada" (Custom color)**: Opens the browser's color picker. - **"Cor em hexadecimal" (Color in hexadecimal)**: Field to type the color in #RRGGBB format. - **"Degradê na cor (recomendado)" (Gradient color (recommended))**: Turns the gradient on the main color on or off. - **"Remover" (Remove)**: Removes the current logo. ##### Texts Fields and filters: - **"Título do chat" (Chat title)**: The name at the top of the chat window. - **"Saudação inicial" (Initial greeting)**: The first sentence the visitor sees. - **"Mensagem fora do horário de atendimento" (Out-of-hours message)**: What the chat says outside business hours. ##### Before the conversation What the visitor provides before talking to the AI, always with LGPD consent. Fields and filters: - **"Texto do consentimento" (Consent text)**: The sentence the visitor accepts before starting. Buttons and actions: - **"Pedir nome" (Ask for name)**: Asks for the name before the conversation. - **"Pedir e-mail" (Ask for email)**: Asks for the email before the conversation. - **"Pedir WhatsApp/telefone" (Ask for WhatsApp/phone)**: Asks for the phone number before the conversation. - **"Som de notificação" (Notification sound)**: Turns on the sound when a reply arrives. - **"Selo da plataforma no rodapé" (Platform badge in the footer)**: Shows or hides the badge in the chat footer. Does not appear on a partner account with its own brand (there the badge is always off). - **"Salvar personalização" (Save customization)**: Saves everything; the site starts showing the new chat. ##### Live preview The chat itself, the same file that goes to the site, next to the form. Buttons and actions: - **"Aparência" (Appearance)**: Shows how the visitor will see the chat, with sample replies, so you can adjust the look. - **"Conversar com a IA" (Chat with the AI)**: Opens a real conversation with your AI (persona, knowledge base, and qualification questions). Uses the balance and appears in the Inbox as "Teste do painel" (Dashboard test). - **"Recomeçar" (Start over)**: Opens another test conversation from scratch, like a new customer arriving. Also appears: - If the test doesn't open: **"Não foi possível abrir a conversa de teste agora." (Could not open the test conversation right now.)** Check that web chat is active in "Conexões" (Connections). ##### Screen states - Loading: A gray block in place of the form. - Nothing here yet: **"O web chat ainda não está ativo." (Web chat is not active yet.)** with the link **"Ative na tela de Conexões →" (Enable it on the Connections screen →)**. - If something goes wrong: **"Não foi possível carregar o seu web chat" (Could not load your web chat)**, noting that this does not mean it is disabled and that the customization remains saved, with "Tentar de novo" (Try again). - A saved value is not accepted by the chat: Warning **"Estes campos não estão sendo aplicados no seu site:" (These fields are not being applied on your site:)** with the fields (color in the wrong format, logo too large, or text with markup); visitors see the default until you fix and save. ### Step by step #### How to connect official WhatsApp 1. In the menu, open **"Conexões" (Connections)** and scroll to the **"Conectar WhatsApp" (Connect WhatsApp)** card. 2. If the screen asks how to connect, choose **"Conectar um número novo" (Connect a new number)** (AI-only number) or **"Conectar o número que já uso no celular" (Connect the number I already use on my phone)**; if there is only one button, click **"Conectar com o Facebook (2 minutos)" (Connect with Facebook (2 minutes))**. 3. In the popup, sign in with your company's Facebook account, choose or create the number, and finish. 4. Wait for the button to leave **"Concluindo conexão…" (Finishing connection…)**: the account appears under **"Onde a sua IA atende" (Where your AI serves)** as **"Conectada" (Connected)**. 5. From another phone, send a hello to the number and check that the conversation shows up in the Inbox within seconds. 6. On the account's three dots, click **"Renomear" (Rename)** and give it a nickname. #### How to connect the number you already use on your phone 1. On your phone, update WhatsApp Business and turn off the "Mensagem de saudação" (Greeting message) and the "Mensagem de ausência" (Away message). 2. In **"Conexões" (Connections)**, on the **"Conectar WhatsApp" (Connect WhatsApp)** card, open **"O que mais muda" (What else changes)** and read the precautions. 3. Click **"Conectar o número que já uso no celular" (Connect the number I already use on my phone)** and follow the popup on the phone itself, with the app open. 4. The account appears with the **"no celular" (on the phone)** badge; link again the devices that dropped. 5. For the full walkthrough, use **"Ver o passo a passo deste caminho →" (See the step-by-step for this path →)**. #### How to connect WhatsApp through advanced mode (Cloud API credentials) 1. Follow the **"Conectar WhatsApp" (Connect WhatsApp)** guide (link **"Veja o guia passo a passo →" (See the step-by-step guide →)**) to create the app, generate the permanent token, and register the webhook in Meta. 2. In **"Conexões" (Connections)**, open **"Modo avançado: colar credenciais da Cloud API" (Advanced mode: paste Cloud API credentials)**. 3. Fill in **Phone Number ID**, **"WABA ID (opcional)" (WABA ID (optional))**, **Access Token**, **App Secret**, and **Verify Token**. 4. Click **"Conectar" (Connect)** and wait for **"Número conectado com sucesso." (Number connected successfully.)** #### How to connect Instagram to the dashboard 1. Confirm that the Instagram account is Professional (Business or Creator). 2. In **"Conexões" (Connections)**, on the **Instagram** card, click **"Conectar Instagram" (Connect Instagram)** and authorize on Instagram's site with all permissions checked. 3. Back in the dashboard, send a hello in the account's Direct from another profile while the screen shows **"Escutando…" (Listening…)**. 4. When **"Tudo certo. Seu Instagram está atendendo." (All good. Your Instagram is serving.)** appears, use **"Gatilhos e boas-vindas" (Triggers and welcome messages)** to set up what happens next. #### How to enable and install web chat on your site 1. In **"Conexões" (Connections)**, on the **"Web chat no seu site" (Web chat on your site)** card, click **"Ativar web chat" (Enable web chat)**. 2. Click **"Copiar" (Copy)** next to the **"Código de instalação" (Installation code)**. 3. Ask whoever looks after the site to paste the code before the closing body tag on every page. 4. Open the site in an incognito window and type a message: the conversation should appear in the Inbox tagged as web chat. #### How to customize and test web chat with the AI 1. In **"Conexões" (Connections)**, click **"Personalizar web chat →" (Customize web chat →)**. 2. Adjust **"Cor principal" (Main color)**, **"Posição na tela" (Position on screen)**, **"Tema" (Theme)**, the logo, and the texts, watching the preview on the **"Aparência" (Appearance)** tab. 3. Under **"Antes da conversa" (Before the conversation)**, choose what to ask for (**"Pedir nome" (Ask for name)**, **"Pedir e-mail" (Ask for email)**, **"Pedir WhatsApp/telefone" (Ask for WhatsApp/phone)**) and review the **"Texto do consentimento" (Consent text)**. 4. Click **"Salvar personalização" (Save customization)**. 5. On the **"Conversar com a IA" (Chat with the AI)** tab, chat as a customer would; **"Recomeçar" (Start over)** opens a new conversation. #### How to choose the default number and each number's persona 1. In **"Conexões" (Connections)**, open the account's three dots. 2. Click **"Definir como padrão" (Set as default)** so it replies when nobody chose another account. 3. Click **"Escolher persona" (Choose persona)**, choose under **"Persona desta conta" (This account's persona)**, and click **"Salvar persona" (Save persona)**. 4. The row now says **"Atende como ‹persona›" (Serves as ‹persona›)**. #### How to connect SMS or email with your provider 1. In **"Conexões" (Connections)**, scroll to the SMS or Email card. 2. Under **"Provedor" (Provider)**, choose yours and fill in the fields that appear. 3. Click the card's connect button. 4. With the channel on, click **"Copiar" (Copy)** on the **Webhook de recebimento** and paste it into the provider's dashboard to receive replies. ### Frequently asked questions #### What does the "no celular" (on the phone) badge on a number's row mean? That the number was connected through the path where it keeps working in the WhatsApp Business app on the phone and, at the same time, speaks through the dashboard. Numbers without the badge are exclusive to the AI. #### What do "Precisa de atenção" (Needs attention) or "Aguardando a primeira mensagem" (Waiting for the first message) mean in the account status? "Aguardando a primeira mensagem" (Waiting for the first message) is a newly connected account that has not received anything yet. "Precisa de atenção" (Needs attention) indicates a problem that requires action, and the reason appears in orange right below the nickname. #### The Connections screen gave an error while loading. Should I connect again? No. The error is in reading the screen; it doesn't mean the channels went down. Click "Tentar de novo" (Try again) and only touch the connections after you can see the list. #### Can the agent connect or disconnect channels? No. "Conexões" (Connections) is for the Owner and Admin: the item doesn't appear for the agent and the URL goes back to the "Painel" (Dashboard). The agent still serves, as usual, the conversations that arrive through all channels in the Inbox. #### I linked a persona to a number. Does the A/B test continue? Yes. If the linked persona has a variant, that account keeps drawing between A and B, only among its own personas. #### Why doesn't the web chat installation code appear for me? On a partner account with its own brand, the address where the chat is published is defined by the partner. Until it is live, the chat already serves through the dashboard test, but the code is unavailable; talk to the partner. #### Why doesn't my logo show up in the site's chat? Probably the saved value is not accepted by the chat, such as a logo above the limit. "Personalizar web chat" (Customize web chat) shows the warning "Estes campos não estão sendo aplicados no seu site" (These fields are not being applied on your site) with the field; fix it and save. #### I disconnected the headquarters number by mistake. Do I lose the conversations? No. Conversations and contacts stay; the conversations from that number are now served by the default account. Connect the same number again and it returns to the same row, with its history, as long as there is a slot. ### Guide: "Conexões" (Connections) Connect WhatsApp, Instagram, SMS, email, and your site's chat — and, on WhatsApp, up to five numbers in the same account. It is the first step of all: as long as no channel is connected, the dashboard works and receives nothing. Everything else in the dashboard depends on this screen. With no channel connected, the Inbox stays empty, the AI has no one to talk to, and campaigns have nowhere to go out — not because something is broken, but because no one has opened the door yet. #### Which channel to start with The decision is about time, not preference. The four channels have very different costs in effort: - **WhatsApp — set aside 30 minutes**: It is the main channel and the only one that **depends on Meta**. Part of the path happens inside their dashboard and has confirmations that take as long as they take. Do it at a calm time, not between two meetings. - **Web chat — one click**: It does not depend on any third party. It is the way to have a channel receiving **today**, while WhatsApp moves along. - **SMS and email — later**: They require a prior account with a provider. If you do not have one yet, that comes before the dashboard: with no credential there is nothing to paste. > **The path of least regret:** Turn on web chat first and treat WhatsApp as a scheduled task. You start receiving conversations right away and the AI starts qualifying on your site, without depending on anyone's approval. #### The screen, part by part Each channel is a block, and inside it are the **accounts** you have connected. WhatsApp accepts more than one; SMS, email, and web chat work with one account at a time. On screen: The "Conexões" (Connections) screen with the WhatsApp block showing two connected numbers and, below, the SMS, email, and web chat blocks. One block per channel, one row per account. 1. **Where your AI serves**: Each channel talks directly to the account that **you** connect at the provider: the account is yours, the credentials are yours, and you can leave whenever you want. However it arrives, everything lands in the same [Inbox](https://attendto.com.br/en/manual/inbox). 2. **How many accounts you already use**: **"2 de 5 contas" (2 of 5 accounts)** is the channel's scoreboard: how many numbers are connected and how many fit. Five is the factory cap for WhatsApp — if your operation needs more, just ask support. The scoreboard only appears on channels that accept more than one account. 3. **The nickname and the default account**: The nickname is the name your team already uses — “Headquarters — Sales”, “Canoas Branch” —, and it is what shows up in the Inbox and on the pipeline card. **"Padrão" (Default)** marks the account that replies when no one chose another. 4. **The status and the three-dot menu**: **"Conectada" (Connected)** is the status you want to see here. When something needs your attention, the warning comes in orange under the nickname, not on this badge. The three dots open **"Definir como padrão" (Set as default)**, **"Renomear" (Rename)**, and **"Desconectar" (Disconnect)**. 5. **"Conectar outro número" (Connect another number)**: Takes you to the form just below. With no slot available, the button is dimmed and the screen says why, right next to it: **"Você já usa 5 de 5 contas. Desconecte uma para conectar outra." (You already use 5 of 5 accounts. Disconnect one to connect another.)** 6. **SMS and email, with the provider in plain view**: Each block says which provider the channel is connected through — here, Zenvia and SendGrid. If you do not recognize the provider you see, someone on the team connected another one: check before sending anything. #### More than one WhatsApp number You can connect **up to five** WhatsApp numbers on the same account — headquarters and branch, sales and after-sales, one line per brand. All of them land in the same Inbox and, by default, with the same AI and the same knowledge base; what changes is which door the conversation came in through. If you want to separate them, each account can have **its own persona** and see **only the documents that belong to it**. - **The conversation replies through the account that received it**: Whoever wrote to the branch gets a reply through the branch — on the lead's phone, it is the same chat as always. That is why the same lead can have **two open conversations** here, one per number: on their device there are two chats as well. - **The nickname is yours**: Up to 60 characters, in **"Renomear" (Rename)**. With no nickname, the list shows the number — which works, but says nothing to someone looking at the Inbox in a hurry. - **The default account is the fallback**: It replies for whatever has no chosen account: old conversations, campaigns with no number defined, cadences that have no open conversation yet. Changing the default is one click on **"Definir como padrão" (Set as default)**. - **Each account can respond with its own persona**: The account row says **"Atende como…" (Responds as…)** — `a persona da empresa` (the company persona) when no one chose anything (the default), or the name of the linked persona. To change it, use **"Escolher persona" (Choose persona)** in the account menu. It applies to WhatsApp numbers and Instagram accounts, and it is what allows two brands in the same dashboard — see [Personas A/B](https://attendto.com.br/en/manual/personas) and ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento). - **Each number has its own templates**: The approved texts live in the Meta account of each number. That is why the campaign asks for the number **before** the template — see ["Modelos de mensagem" (Message templates)](https://attendto.com.br/en/manual/modelos-de-mensagem). Where the choice shows up: in [Inbox](https://attendto.com.br/en/manual/inbox) and in the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil) as a filter, so you can look only at what came in through one number; in ["Campanhas" (Campaigns)](https://attendto.com.br/en/manual/campanhas) and in cadences as a sending field, to decide which number the batch goes out from. > **A number belongs to only one company:** If the number you are connecting is already in use in another account, the screen refuses and explains: **"este número já está conectado em outra empresa" (this number is already connected to another company)**. It never says which — if the line is yours and someone connected it before, support frees it. #### "Conectar o WhatsApp" (Connect WhatsApp) On screen: The "Conectar WhatsApp" (Connect WhatsApp) card with the button to sign in with Facebook and, open below it, advanced mode with the Cloud API fields. The short path on top; the manual fields only appear when you open advanced mode. 1. **The short path**: You sign in with **your** company's Facebook account, choose (or create) the number, and that is it — with no code to copy. It is the path almost everyone should use, and the connection renews itself. 2. **Advanced mode**: Only open it if the app on Meta already exists and you have the credentials in hand. **"Veja o guia passo a passo" (See the step-by-step guide)** opens the full walkthrough without taking you out of the dashboard. 3. **What this number is**: The **Phone Number ID** is the identifier Meta gives to the number. The **"Número exibido" (Displayed number)** is optional and only serves to help you recognize the line in the list — you choose the nickname later, in **"Renomear" (Rename)**. 4. **The WABA ID says who pays**: This identifier is how the system knows whose account the number lives in — and therefore who receives the bill for each delivered template. If left blank, nothing is debited from your balance per template. See ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas). 5. **The secrets**: **Access Token**, **App Secret**, and **Verify Token**. They are stored and **never shown again** — keep them where you keep passwords. The Access Token pasted here needs to be the permanent one, the subject of the next block. 1. **Prefer the short path**: Signing in with your own company's Facebook account and choosing the number solves everything without copying any credential. Only fall back to **"Modo avançado" (Advanced mode)** if the app on Meta already exists and you have the credentials in hand. 2. **Generate the permanent token**: The token Meta shows in the first step **expires in 24 hours**. This is the number one cause of “connected yesterday, stopped today”. The on-screen guide shows exactly where to generate one that does not expire. 3. **Send a test message**: From another phone, to your number. It needs to show up in [Inbox](https://attendto.com.br/en/manual/inbox) within seconds. Until that happens, do not consider it connected — even if the row is green. 4. **Give the account a nickname**: In the three dots, **"Renomear" (Rename)**. With two numbers live, “+55 51 3333-0100” at the top of the conversation says nothing; “Canoas Branch” says everything. 5. **Approve at least one template**: Outside WhatsApp's 24-hour window only an **approved message** goes out. With no template ready, you have no way to reopen a conversation that went cold. See ["Modelos de mensagem" (Message templates)](https://attendto.com.br/en/manual/modelos-de-mensagem). > **The number leaves the phone app:** When it joins the official API, the number **stops working in the WhatsApp app on the phone**. All service goes through the dashboard, and there is no way to use both at the same time. Do not do this with the Owner's personal number or with the number the team answers on their phones without warning everyone first — it is the kind of surprise that stops the operation on a Tuesday morning. > **You can start without verifying the company on Meta:** Without verification, whoever contacts you is served **without limit**. What is limited is what you initiate: **250 conversations per day**. For almost any operation getting started, that is plenty. Verifying the company can be a second-week task. #### Keeping the number you already use on your phone There are **two paths** to connect WhatsApp, and both are official from Meta. The difference is what happens to the number you already use: on the usual path it becomes exclusive to the AI and leaves the phone app; on the second, it **keeps working in the app** and speaks through the dashboard at the same time. > **This second path depends on where the number lives today:** It is available to every account, on the "Conexões" (Connections) screen. Meta only accepts a number that is in the **WhatsApp Business app** and is not linked to another platform; a number on another provider must be disconnected there first. The rest of this section describes how the path works. The second path solves **one** objection, and it is the most common one: not losing the number that has been on the storefront, the business card, and Google for five years. It solves no other — and what it costs is right below, because finding that out later is what produces regret in the third month. - **Broadcast lists**: Meta **disables** them when you enter this flow. It is not our choice, and it cannot be reversed from the dashboard. - **Groups**: They do not sync and do not generate events. The AI does not see groups, and will not. - **Green badge**: Meta **does not grant** the badge to a number that stays on the WhatsApp Business app. The two are mutually exclusive. - **Sending speed**: Lower, and fixed. An API-exclusive number sends faster and moves up tiers on its own; this one does not. - **Linked devices**: All of them are disconnected in the process and must be linked again. **Windows and watches do not work again**: messages sent from them do not reach us and do not show up in the dashboard. - **Dependence on the phone**: Uninstalling the app, switching devices, registering the number again, or leaving the primary phone inactive for about two weeks **drops the connection**. When that happens, we send an email and the account shows a yellow warning in the list. > **Turn off the app's automatic replies BEFORE connecting:** On the phone: **Settings → Business tools → Greeting message** and **Away message**. If they stay on, the app and the AI answer your lead at the same time — and **we have no way to turn them off from here**: they are invisible to the API. When you reply from the phone, the message appears in the dashboard with the label **"Enviada pelo celular" (Sent from the phone)**, and the AI **stops replying in that conversation** for a while, so it does not talk over you. It comes back on its own when the time runs out — you adjust the minutes, and whether it comes back on its own, in "Configurações" (Settings). > **The statement will not match Meta's invoice:** Messages you send **from the phone** do not show up in your statement here, because we are not the ones delivering them. They are still billed by Meta, on its side. What is in your statement is only what went out through the dashboard. There is no **switching modes** afterward. Going from the usual path to this one requires the number to go back to the app; the reverse requires deleting it from there. In both cases it is a new connection, which is why the screen never offers a switch button. #### Turn on your site's chat 1. **Activate**: **"Ativar web chat" (Enable web chat)**, one click. It does not go through anyone's approval. 2. **Paste the code on your site**: The **"Código de instalação" (Installation code)** appears. It goes before the closing ``, on every page where you want the chat. Whoever looks after your site does this in two minutes. 3. **Make it look like you**: **"Personalizar web chat" (Customize web chat)** opens colors, logo (up to 150KB), greeting, and what to ask before the conversation starts — with a live preview alongside, so you see the result before publishing. On the **"Aparência" (Appearance)** tab the replies are samples: it is meant for adjusting the look. 4. **Chat with your AI, with nothing to install**: On the same screen, the **"Conversar com a IA" (Chat with the AI)** tab opens a real conversation: your persona, your knowledge base, and your qualification questions, answering right there. You can test before pasting the code on any site — and before connecting WhatsApp. The conversation appears in [Inbox](https://attendto.com.br/en/manual/inbox) as **"Teste do painel" (Dashboard test)**, gets a score, and enters the "Funil" (Pipeline) like any other, and it uses the account balance. **"Recomeçar" (Start over)** opens another conversation from scratch, like a new customer arriving. 5. **Test as a visitor**: With the code on the site, open it in an incognito window and write. The conversation has to appear in [Inbox](https://attendto.com.br/en/manual/inbox), marked as web chat. How much you ask before the conversation is a choice with consequences: asking for name and phone yields better contacts and drives away some visitors; asking for nothing yields more conversations and more people with no way to follow up. Start by asking for little and tighten later, looking at what arrives in ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). #### Connecting Instagram > **Instagram Direct is available to every account:** The Instagram card appears on your "Conexões" (Connections) screen: just connect the professional account, without asking anyone for access. Comment features (triggers, AI on comments, moderation, and lives) still depend on a Meta permission — the Instagram guide explains. Once connected, your account's Direct messages land in [Inbox](https://attendto.com.br/en/manual/inbox) like any conversation, and the same AI answers. The connection is made **on Instagram's own site**, in a window of its own — your password never passes through the dashboard. You can connect more than one account, each with its own nickname and the **"Padrão" (Default)** marking, as with WhatsApp. > **Prerequisite: the account must be Professional:** A personal profile does not receive messages through an app — it is an Instagram rule, for any tool. Converting costs nothing and takes a minute, in the phone app: 1. **Open your profile in the Instagram app**: Tap the **≡** menu in the top right corner and go into **Settings**. 2. **Account type and tools**: Inside **Account**, tap **Switch to professional account**. 3. **Choose Business or Creator**: Both types work. Choose the category that best describes the business. 4. **Finish and go back to the dashboard**: Done — now the **"Conectar Instagram" (Connect Instagram)** button on the "Conexões" (Connections) screen can authorize the account. When authorizing, leave **all the permissions the screen asks for checked**. If any is left unchecked, the screen refuses and says **which** one was missing — just authorize again with everything checked. #### The Instagram connection test After authorizing, the account is left **awaiting the connection test** — and it cannot be skipped, on purpose: an account that authorized but does not receive messages is a broken account, and the dashboard will not call it connected out of optimism. The test is simple: **from another profile** (another phone, or someone on the team), send a **hi** on Direct to the account you connected. The confirmation shows up on its own on the screen, the moment the message arrives — the wait is up to 3 minutes, with a countdown. - **If the message does not arrive**, it is almost always one of these three, in this order: the **“Allow access to messages”** switch turned off in the Instagram app (Settings → Messages and story replies → Connected tools); the authorized account **is not the one that received the hi** (check the @); or Instagram taking a few minutes on the first event — **test again**. - The **authorization renews itself** every day. If Instagram refuses the renewal (password changed, access revoked there), the account row turns **yellow** with a **"Reconectar" (Reconnect)** button — and in the meantime no message comes in or goes out. - An Instagram account **belongs to only one company** in the dashboard. If it is already connected to another, the screen refuses and never says which — if the account is yours, support sorts it out with you. **"Desconectar" (Disconnect), no fine print:** conversations stay in the history — nothing is deleted; no new message comes in or goes out through that account; and comment triggers stop immediately. What the screen cannot undo is the authorization **on Instagram's side**: there the app stays authorized until you remove it under **Settings → Apps and websites**, in Instagram itself. #### SMS and email - **SMS**: Zenvia, Sinch, Comtele, or SMSDev. - **"E-mail" (Email)**: SMTP (Amazon SES and others), SendGrid, Mailgun, Resend, or Postmark. - One provider at a time on each of these channels — the new one **replaces the previous one without confirmation**. - Credentials belong to **your** account at the provider and are **never shown again** once saved. Keep them where you keep passwords; if you lose them, generate new ones there. > **The incoming webhook is what makes the reply arrive:** With the channel already connected, SMS and email show a **"Webhook de recebimento" (Incoming webhook)**. Copy and paste it into the provider's dashboard. Without this step you send normally, the customer replies — and the reply does not show up anywhere. It is the most common defect on these two channels, and it disguises itself very well as a dashboard problem. #### The warning under the nickname When messages arriving through a number are being **rejected at the door**, that account's row gets an orange warning right below the nickname, saying what is happening and what to do. Today there is one case that produces this warning: messages arriving with an **invalid signature** and being discarded — which almost always means that the **App Secret** stored here is no longer the one in Meta's dashboard. - The account **stays marked as "Conectada" (Connected)** and keeps working for everything else: it sends, appears in the Inbox and pipeline filters, and can be chosen in a campaign. What is not coming in is the rejected messages. - The warning only appears after **a few rejections in a row** — a single odd message does not become an alarm. - It **disappears on its own** as soon as the first valid message comes in again. There is no dismiss button, and none is needed: it is a picture of what is happening right now. - Rename, set as default, and disconnect remain available in the three dots, as with any account. 1. **Check the App Secret on Meta**: In Meta's dashboard, under **App settings → Basic**, the App Secret. It is the one that needs to match the one stored here. 2. **Reconnect the account**: Paste the right value into the connect form, on the same number. It goes back to the **same row** as always — no duplicate account is created and the history stays together. 3. **Send a test message**: From another phone, to that number. Once it arrives in [Inbox](https://attendto.com.br/en/manual/inbox), the warning disappears from the row on its own. > **If the warning appears and messages are arriving normally:** It can happen. The warning counts what is rejected at the door, and malformed calls from outside are also rejected and counted. As long as real conversations keep entering [Inbox](https://attendto.com.br/en/manual/inbox), the number is fine: the warning goes away with the next legitimate message. Discarding silently would be worse — on the day the App Secret really was wrong, you would have no way of knowing. If Meta flags a quality drop on one of your numbers, the campaigns **on that number** are paused and those on the other numbers keep running. Resuming is up to you, once the number recovers — see ["Campanhas" (Campaigns)](https://attendto.com.br/en/manual/campanhas). #### Disconnecting and switching providers > **Disconnecting deletes the credentials:** **"Desconectar" (Disconnect)** takes the account down immediately — it stops receiving and sending — and **deletes the saved credentials**. They do not come back: to reconnect, everything must be generated again at the provider or on Meta. Conversations and contacts stay intact; what is lost is access. Use it when you really are switching, never as an attempt to “turn it off and on to see if it fixes it”. - The screen asks first, saying which account is going down. - **The other accounts on the channel keep serving** — disconnecting the branch does not affect the headquarters. - If the disconnected account was the **default** one, the oldest of the remaining accounts takes its place, and the screen tells you which one it was. - The conversations that were with it do not disappear: they go back to being handled by the default account. - Reconnecting the **same number** later brings it back to the same line as before — no duplicate account is created, and the history stays together. But it takes up a slot again, so a free slot must be available. - The **linked persona** and the documents marked for that account are kept: when you reconnect, it goes back to serving exactly as before, with nothing to redo. One truth that avoids surprises: disconnecting here ends everything **on our side** — the account drops immediately and the credentials are deleted — but it **does not undo anything on Meta's side**. In Business Manager, the WhatsApp account is still shared with the platform (it still shows as connected there), and the number **does not return on its own to the phone app**. If you really want to remove the platform, that step is yours, in the Meta panel: **Business Manager → WhatsApp Accounts → remove the partner**. This applies in every case: only an **administrator or owner** can connect, rename and disconnect — if the buttons do not appear for you, it is your role on the account, not a screen error. #### What it costs Nothing on this screen deducts balance. What costs money is the operation afterward — each message processed by the AI, each SMS, each email — and that is covered in [Wallet](https://attendto.com.br/en/manual/saldo-e-recargas). The **template delivered through WhatsApp**, on the other hand, follows the account the number belongs to: if you connect your own WhatsApp here, Meta charges you directly, on your card, and the platform charges nothing on top. The same goes for the SMS provider and the email provider you contract separately. With more than one number, who bills depends on **which number the message went out from** — each account answers for its own invoice. The price table in "Carteira" (Wallet) shows the default account case. #### When the message does not arrive - **Connected yesterday, stopped today.** That is the 24-hour token. Generate the permanent one through the screen's guide and connect again. - **The test message does not show up in the Inbox.** Check the number displayed on the account's row: if it is not yours, you connected the wrong number. - **Only one of your numbers stopped.** Look at that account's row: if there is an orange notice below the nickname, the reason is written there. - **Half of the conversations are missing from the Inbox.** There is probably an account filter turned on in the list — the **"Todas" (All)** marker turns it off. - **You send an SMS or email and the reply disappears.** The inbound webhook was not pasted into the provider's panel. - **The chat does not show up on the site.** The code is not on the page, or it comes after the ``. Ask them to check the home page first. - **The reply field locks on an old conversation.** That is not a connection problem: it is WhatsApp's 24-hour window, and the way out is an approved template — see [Inbox](https://attendto.com.br/en/manual/inbox). #### What it looks like when all is well - Each account marked **"Conectada" (Connected)**, with the right number (or provider) in view. - A nickname on every WhatsApp account, and the **"Padrão" (Default)** one being the account you want to reply by default. - A message sent from outside showing up in the Inbox within seconds, not minutes. - At least one approved template, so you can reopen a conversation after the 24 hours. - The provider's credentials stored outside the panel — because they are not shown again here. In the dashboard: "Abrir Conexões" (Open Connections). If you just want one channel live today, start with web chat: it takes one click. How people search: how to connect official whatsapp; connect whatsapp meta api; use whatsapp on phone and ai; whatsapp business coexistence; multiple whatsapp numbers; connect instagram direct; install chat on website; customize web chat; whatsapp permanent token; verify business on meta; connect sms zenvia; connect email smtp; persona per number; default whatsapp number. ## Instagram: comment triggers, AI on comments, welcome messages in Direct, and moderation URL: https://attendto.com.br/en/manual/instagram Menu: Account > Instagram The Instagram menu groups the screens that decide what happens once the professional account is connected: comment triggers that send a Direct message, the AI replying to comments, welcome messages, opening questions, story mentions, triggers on lives, and comment moderation. When it appears: The Instagram group appears in the menu only when the Instagram channel is enabled on the account; the professional account is connected in "Conexões" (Connections). "Boas-vindas" (Welcome), "Perguntas de abertura" (Opening questions), and Stories work once the account is connected. "Gatilhos" (Triggers), "IA nos comentários" (AI on comments), "Moderação" (Moderation), and Lives also depend on Meta's comments permission: without it, those screens show the notice "Este recurso está em aprovação da Meta" (This feature is pending Meta approval). ### Who can use it - Owner: Configures everything: triggers, the master switch, AI on comments and the review desk, welcome messages, questions, stories, lives, and moderation. - Admin: Same access as the Owner on every Instagram screen. - Agent: Does not see the Instagram group in the menu. If they open a direct URL, the screen loads, but saving, turning switches on, approving replies, and hiding or deleting comments are rejected for the role. Direct conversations are handled normally in the Inbox. ### Screens #### "Instagram — Gatilhos de comentário" (Instagram — Comment triggers) The "Gatilhos de comentário" (Comment triggers) screen is for creating the rule "comment the word and we'll reach out": anyone who comments the agreed word receives your public reply and a Direct message from you, and the AI takes over when the person replies. Address in the dashboard: `/app/conexoes/instagram` ![Screenshot of the "Instagram — Gatilhos de comentário" (Instagram — Comment triggers) screen. The "Gatilhos de comentário" (Comment triggers) screen is for creating the rule "comment the word and we'll reach out": anyone who comments the agreed word receives your public reply and a Direct message from you, and the AI takes over when the person replies.](https://attendto.com.br/prints-do-manual/instagram--gatilhos.png) The "Instagram — Gatilhos de comentário" (Instagram — Comment triggers) screen in the demo account, with sample data and blurred values. How to get there: Through the "Gatilhos" (Triggers) item in the Instagram menu, or through the **"Gatilhos e boas-vindas" (Triggers and welcome messages)** button on the Instagram card in "Conexões" (Connections). ##### Header and account (common to all Instagram screens) The screen title, a short explanation, and, when more than one account is connected, the account selector. The chosen account applies to all menu screens until you switch. Buttons and actions: - **"Voltar para Conexões" (Back to Connections)**: Goes back to the "Conexões" (Connections) screen. - **"‹@conta›" (‹@account›)**: Each connected account is a tab with its photo and @handle; selecting one switches the screen's triggers, counters, welcome messages, and comments. ##### Master switch for triggers Turns all of the account's comment triggers on or off at once, effective immediately. Buttons and actions: - **"Gatilhos de comentário da conta ‹conta›" (Comment triggers for account ‹account›)**: The master switch. When off, comments keep arriving, but no one receives an automatic reply. - **"Religar gatilhos" (Turn triggers back on)**: Shown when the platform paused the triggers (Instagram flagged a problem with the account or sends failed in a row); turn them back on after reviewing the texts. Also appears: - Status: **"Gatilhos de comentário: ligados" (Comment triggers: on)**, **"desligados" (off)**, or **"pausados desde ‹data›" (paused since ‹date›)**. - Notice **"Gatilhos de comentário desligados." (Comment triggers turned off.)** when you were the one who turned them off. - Notice **"Pausamos os gatilhos de comentário ‹data›." (We paused the comment triggers ‹date›.)** with the reason; nothing is sent while paused. - Notice **"A Meta recusou botão no primeiro envio desta conta." (Meta rejected a button on this account's first send.)**: the message goes out with the text, and the buttons are sent when the person replies. ##### What this account's triggers have produced The full funnel of the feature and what did not become a message, with the reason. Also appears: - **comments caught**: matched the word and passed the AI screening. - **DMs sent**: trigger messages that were actually sent. - **conversations opened**: the person replied and the AI took over. - **leads in the pipeline**: with ‹n› hot · ‹n› warm, and how many follow the account. - Blocked-comments strip: **"‹n› comentários não viraram DM" (‹n› comments did not become a DM)** with the most common reason and the others (screening, caps, opt-out). With none: **"Nenhum comentário barrado até agora" (No comments blocked so far)**. - Error: **"Não foi possível carregar os números do gatilho" (Could not load the trigger numbers)**, with "Tentar de novo" (Try again). ##### "Gatilhos" (Triggers) The list of the account's triggers (‹n› triggers on this account), one per row. Buttons and actions: - **"Novo gatilho" (New trigger)**: Opens the form to create a trigger. - **"Gatilho “‹palavra›” ativo" (Trigger '‹word›' active)**: Switch on each row: turns off or back on only that trigger. - **"Editar" (Edit)**: Opens the same form with the trigger filled in. - **"Remover" (Remove)**: Opens the confirmation to remove the trigger. Also appears: - Each row shows the word, where it applies (the post or Reel with its date and the start of its caption, "Qualquer publicação ou Reel" (Any post or Reel), or "A próxima publicação ou Reel (armado)" (The next post or Reel (armed))), and what goes out (public replies and DM with or without buttons). - Empty: **"Nenhum gatilho nesta conta ainda." (No triggers on this account yet.)** with a suggestion to create the first one. ##### Form "Novo gatilho" (New trigger) / "Editar gatilho" (Edit trigger) Everything that goes out is your own text; the AI only reads the comment beforehand (screening for sarcasm, offense, and spam). Fields and filters: - **"Palavra ou frase combinada" (Agreed word or phrase)** (required): Exact whole-word match; uppercase and accents do not matter. Up to 80 characters. - **"Onde vale" (Where it applies)** (required): One post or Reel (choose from the gallery or paste the link), any post or Reel (the whole account), or the next post or Reel (stays armed and attaches to the first one you publish). - **"Ou cole o link da publicação" (Or paste the post link)**: An alternative to the gallery: the link to the post or Reel. - **"Resposta pública no comentário" (Public reply on the comment)**: Up to 3 variations, picked at random, or none (DM only). It does not count toward usage. - **"Mensagem no Direct" (Direct message)** (required): Up to 1,000 characters. {nome} becomes the @handle of the person who commented. This is the message that counts toward usage, one per person every 24 hours. - **"Botões na mensagem" (Buttons in the message)**: Up to 3, each with text of up to 20 characters and a link starting with https://. Buttons and actions: - **"Ver todas as publicações" (View all posts)**: Opens the "Todas as publicações" (All posts) dialog, which loads more as you scroll. - **"+ Adicionar variação" (+ Add variation)**: Adds a public reply field (up to 3). - **"Remover variação ‹n›" (Remove variation ‹n›)**: Removes that variation. - **"Inserir emoji na variação ‹n›" (Insert emoji in variation ‹n›)**: Opens the emoji picker in the field. - **"Inserir emoji na mensagem do Direct" (Insert emoji in the Direct message)**: Opens the emoji picker in the message. - **"+ Adicionar botão" (+ Add button)**: Adds a button with text and a link (up to 3). - **"Gatilho: remover botão ‹n›" (Trigger: remove button ‹n›)**: Removes that button. - **"Criar gatilho" (Create trigger)**: Saves the new trigger (when editing, the button reads "Salvar gatilho" (Save trigger)). - **"Salvar gatilho" (Save trigger)**: Saves the changes to the trigger being edited. - **"Cancelar" (Cancel)**: Closes the form without saving. Also appears: - **"Escolha a publicação" (Choose the post)** gallery with thumbnails, tagged Reels, and the date; with no posts or on error, the screen suggests pasting the link. - Preview **"Prévia — como a pessoa vê no Direct" (Preview — how the person sees it in Direct)**, with an example @handle in place of {nome} and the buttons. - Errors appear in a red notice before saving (empty word, no post chosen, button without a title or with a link that lacks https://). ##### "Remover o gatilho" (Remove the trigger) dialog Anyone who comments the word immediately stops receiving a public reply and a message; conversations and leads already created stay. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover gatilho" (Remove trigger)**: Deletes the trigger. ##### Screen states - Loading: Gray blocks in place of the cards. - Nothing here yet: **"Nenhuma conta de Instagram conectada." (No Instagram account connected.)** with the **"Ir para Conexões" (Go to Connections)** button. - If something goes wrong: **"Não foi possível carregar as suas contas de Instagram" (Could not load your Instagram accounts)**, stating that nothing you configured was lost, with "Tentar de novo" (Try again). - Instagram channel not enabled on the account: **"O canal Instagram ainda não está disponível na sua conta." (The Instagram channel is not available on your account yet.)** - Meta's comments permission not yet granted: **"Este recurso está em aprovação da Meta" (This feature is pending Meta approval)**: Direct, welcome messages, opening questions, and stories work; triggers, AI on comments, moderation, and lives are waiting for approval. #### "Instagram — IA nos comentários" (Instagram — AI on comments) The "IA nos comentários" (AI on comments) screen is for deciding whether the AI replies publicly to people who comment without typing the trigger word, such as “how much does it cost?”, and who approves: you at the review desk, or the AI itself in the categories you allow. Address in the dashboard: `/app/conexoes/instagram/ia` ![Screenshot of the "Instagram — IA nos comentários" (Instagram — AI on comments) screen. The "IA nos comentários" (AI on comments) screen is for deciding whether the AI replies publicly to people who comment without typing the trigger word, such as “how much does it cost?”, and who approves: you at the review desk, or the AI itself in the categories you allow.](https://attendto.com.br/prints-do-manual/instagram--ia-nos-comentarios.png) The "Instagram — IA nos comentários" (Instagram — AI on comments) screen in the demo account, with sample data and blurred values. ##### The AI replies to comments: the three positions Choose how the AI acts on this account's comments. Buttons and actions: - **"Desligado" (Off)**: The default: only the triggers you wrote reply; the AI writes nothing in public. - **"Sugerir" (Suggest)**: The recommended position: the AI writes and the reply waits at the review desk; nothing goes out until a human approves. - **"Automático por categoria" (Automatic by category)**: The categories you turn on go out on their own; the others keep coming to the desk. Also appears: - The recommended position carries the **"recomendado" (recommended)** badge. ##### Review desk One suggestion at a time: the comment and post on the left, the editable draft, the reason, and the source on the right. When off, the desk is dimmed just to show what you gain by turning it on. Fields and filters: - **"Rascunho da IA — edite se quiser" (AI draft — edit if you like)**: The text that will be published. With no source in your knowledge base, the field comes empty with the label **"Escreva a resposta" (Write the reply)**. Buttons and actions: - **"Aprovar e responder" (Approve and reply)**: Publishes the field's text as a reply to the comment on Instagram. Shortcut: the A key. - **"Editar" (Edit)**: Moves the cursor to the draft. Shortcut: the E key. - **"Descartar" (Discard)**: Removes the suggestion from the queue without publishing; the discard is recorded in moderation. Shortcut: the D key. - **"Inserir emoji na resposta" (Insert emoji in the reply)**: Opens the emoji picker in the draft, at the cursor position. Also appears: - **"Aguardando você" (Waiting for you)** header with the progress bar and **"‹n› de ‹m›" (‹n› of ‹m›)** for the review session. - The author, how long ago, **"comentário público" (public comment)**, and the category (Price question, Praise, Hours question, Complaint, or Other topic). - Counter **‹n›/‹limit›** that counts the way the server does (an emoji counts as one); above the short-reply limit the screen warns you, and above what Instagram accepts the approve button is blocked. - **"Por que sugeri isto:" (Why I suggested this:)** with the reason, and **"fonte: “…”" (source: “…”)** or **"sem fonte na sua base — o texto é seu" (no source in your base — the text is yours)**. - A notice when the source rule held the draft back, and when the comment is no longer on Instagram (it can only be discarded). - The shortcuts do not fire while focus is in a text field or while the emoji picker is open. - Empty: **"Fila vazia — nada esperando por você." (Empty queue — nothing waiting for you.)** - Editing before approving saves your version as an example of your voice (see "A sua voz" (Your voice)). ##### "Automático por categoria" (Automatic by category) Each category you turn on goes out without passing through the desk. The switches are only available when the "Automático por categoria" (Automatic by category) position is chosen. Buttons and actions: - **"Responder ‹categoria› automaticamente" (Reply to ‹category› automatically)**: Turns the category on or off (price question, praise, hours question). "Reclamação" (Complaint) appears off and cannot be turned on. - **"Publicar sozinha mesmo sem fonte na base" (Publish on its own even without a source in the knowledge base)**: Starts off and only applies in automatic mode: when on, the chosen categories go out even without a source in your knowledge base, with no one reading them first. Price and hours still require a source; complaints stay out. Also appears: - Each category shows example comments (“how much does it cost?”, “loved it”, “are you open on Saturday?”). - The source rule: an enabled category only goes out on its own when the reply is backed by your knowledge base. ##### How it writes The length and emoji of the public reply; the account's persona still governs the rest of the voice. Buttons and actions: - **"Usar emoji nas respostas públicas" (Use emoji in public replies)**: Turns emoji on or off in the replies the AI writes. Your own fields keep the emoji picker. Also appears: - The reply goes out short; if it exceeds the limit, it does not go out on its own and comes to the desk flagged as too long. ##### Your voice Pairs of comment and reply that teach your account's way of replying, without training any model. Fields and filters: - **"Um comentário" (One comment)**: An example comment, such as “how much does it cost?”. - **"Como VOCÊ responderia" (How YOU would reply)**: Your reply to it, with a counter for the channel's limit. Buttons and actions: - **"Guardar exemplo" (Save example)**: Adds the pair to the list; when the list is full, the next one pushes the oldest out. - **"Remover o exemplo “‹comentário›”" (Remove the example '‹comment›')**: Opens the confirmation to remove that example. - **"Desfazer" (Undo)**: Appears after a correction of yours at the desk became an example; it returns the list to how it was. - **"Inserir emoji no comentário do exemplo" (Insert emoji in the example comment)**: Emoji picker in the comment field. - **"Inserir emoji na sua resposta" (Insert emoji in your reply)**: Emoji picker in the reply field. Also appears: - List **"Comentário: “…” / Você responderia: “…”" (Comment: “…” / You would reply: “…”)** and the counter **"‹n› de ‹m›" (‹n› of ‹m›)**. - A notice when an example is longer than the channel's limit: the AI keeps the tone and shortens it. ##### Dialog "Remover este exemplo da sua voz?" (Remove this example from your voice?) The AI stops using the example; replies already published stay. It cannot be undone. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without removing. - **"Remover exemplo" (Remove example)**: Removes the example. ##### Screen states - Loading: Gray blocks in place of the positions and the desk. - If something goes wrong: **"Não foi possível carregar a IA nos comentários" (Could not load AI on comments)** (the configuration remains in effect) or **"Não foi possível carregar a fila de revisão" (Could not load the review queue)** (no suggestion was lost), with "Tentar de novo" (Try again). #### "Instagram — Boas-vindas no Direct" (Instagram — Direct welcome) The "Boas-vindas no Direct" (Welcome messages in Direct) screen is for greeting people who message the company on Direct for the first time with a text of yours, audio recorded by you, or both, before the AI takes over. Address in the dashboard: `/app/conexoes/instagram/boas-vindas` ![Screenshot of the "Instagram — Boas-vindas no Direct" (Instagram — Direct welcome) screen. The "Boas-vindas no Direct" (Welcome messages in Direct) screen is for greeting people who message the company on Direct for the first time with a text of yours, audio recorded by you, or both, before the AI takes over.](https://attendto.com.br/prints-do-manual/instagram--boas-vindas.png) The "Instagram — Boas-vindas no Direct" (Instagram — Direct welcome) screen in the demo account, with sample data and blurred values. ##### Welcome messages in Direct Sent once per person, on their first spontaneous contact. People who arrive through a comment trigger receive the trigger's message, not this one. Fields and filters: - **"Formato das boas-vindas" (Welcome format)**: "Desligadas" (Off), "Texto" (Text), "Áudio gravado" (Recorded audio), or "Áudio + texto" (Audio + text). - **"Texto das boas-vindas" (Welcome text)** (required): Up to 1,000 characters; shown with the formats that include text. - **"Botões na mensagem" (Buttons in the message)**: Up to 3, with a link; they go with the text (audio only carries no button). - **"Versão para quem segue a conta" (Version for followers)**: Optional: your own text and buttons for people who already follow the profile; if left blank, the general version applies to everyone. The audio is the same in both. - **"Botões da versão de seguidor" (Follower version buttons)**: Shown when the follower version has text. Buttons and actions: - **"Desligadas" (Off)**: No welcome message: the AI replies right away. - **"Texto" (Text)**: Welcome message in text only. - **"Áudio gravado" (Recorded audio)**: Welcome message in audio only. - **"Áudio + texto" (Audio + text)**: Audio and text together. - **"Gravar as boas-vindas" (Record the welcome)**: Starts recording through the microphone (the same recorder as in the Inbox). - **"Parar a gravação" (Stop recording)**: Ends the recording and shows the preview so you can listen. - **"Regravar do zero" (Re-record from scratch)**: With a new recording on screen, discards it and records another. - **"Descartar a gravação" (Discard recording)**: Discards the recording that has not been saved yet. - **"Remover o áudio salvo" (Remove saved audio)**: Removes the audio currently in effect (takes effect on save). - **"Enviar arquivo de áudio" (Upload audio file)**: Shown when the browser only records in a format Instagram does not accept: upload an M4A, MP3, or OGG recorded on your phone. - **"Tentar de novo" (Try again)**: Reloads the saved audio when it failed to load. - **"Inserir emoji no texto das boas-vindas" (Insert emoji in the welcome text)**: Emoji picker in the text. - **"Inserir emoji na versão para quem segue" (Insert emoji in the follower version)**: Emoji picker in the follower version. - **"+ Adicionar botão" (+ Add button)**: Adds a button with text and a link. - **"Salvar boas-vindas" (Save welcome)**: Saves the format, text, buttons, follower version, and audio. Also appears: - **"Gravando… ‹m:ss›" (Recording… ‹m:ss›)** while recording; **"O navegador bloqueou o microfone — libere nas permissões do site." (The browser blocked the microphone — allow it in the site permissions.)** when permission is missing. - A preview of the message as the person sees it in Direct, for the general version and the follower version. - Notices **"O Instagram recusou o áudio no último envio." (Instagram rejected the audio on the last send.)** and **"O Instagram recusou os botões das boas-vindas no último envio." (Instagram rejected the welcome buttons on the last send.)**: the text kept going out, and the notice disappears on the next accepted send. - Errors before saving: empty text in a format with text, missing audio in a format with audio, invalid buttons. ##### Screen states - Loading: Gray blocks in place of the form. - If something goes wrong: The same notice as on the other Instagram screens: **"Não foi possível carregar as suas contas de Instagram" (Could not load your Instagram accounts)**, with "Tentar de novo" (Try again). #### "Instagram — Perguntas de abertura" (Instagram — Opening questions) The "Perguntas de abertura" (Opening questions) screen is for writing up to 4 ready-made questions that Instagram shows to people opening your Direct for the first time; the tap becomes the first message and your service replies. Address in the dashboard: `/app/conexoes/instagram/perguntas` ![Screenshot of the "Instagram — Perguntas de abertura" (Instagram — Opening questions) screen. The "Perguntas de abertura" (Opening questions) screen is for writing up to 4 ready-made questions that Instagram shows to people opening your Direct for the first time; the tap becomes the first message and your service replies.](https://attendto.com.br/prints-do-manual/instagram--perguntas-de-abertura.png) The "Instagram — Perguntas de abertura" (Instagram — Opening questions) screen in the demo account, with sample data and blurred values. ##### Opening questions The Direct topic showcase, one list per connected account. Fields and filters: - **"Pergunta de abertura ‹n›" (Opening question ‹n›)**: Up to 80 characters, with the ‹n›/80 counter beside it. Buttons and actions: - **"Remover a pergunta ‹n›" (Remove question ‹n›)**: Removes that question from the list. - **"Adicionar pergunta" (Add question)**: Adds a field (up to 4). - **"Salvar perguntas" (Save questions)**: Sends the questions to Instagram. It stays dimmed with no changes or with a question over the limit. Also appears: - Question too long: **"O Instagram aceita até 80 caracteres por pergunta." (Instagram accepts up to 80 characters per question.)** - A notice when the list goes out empty: saving with no questions **"remove as perguntas do Direct" (removes the questions from Direct)**. - Anyone who taps a question is answered by the usual service flow: welcome messages (if on) and then the AI. ##### Screen states - Loading: A gray block in place of the list. #### Instagram — Stories The Stories screen is for deciding what happens when someone tags your account in a story (a fixed thank-you in Direct) and explains how replies to your stories arrive. Address in the dashboard: `/app/conexoes/instagram/stories` ![Screenshot of the Instagram — Stories screen. The Stories screen is for deciding what happens when someone tags your account in a story (a fixed thank-you in Direct) and explains how replies to your stories arrive.](https://attendto.com.br/prints-do-manual/instagram--stories.png) The Instagram — Stories screen in the demo account, with sample data and blurred values. ##### Story mention The person tagged your account in their story: they become a lead right away, with the mention recorded in the conversation. Fields and filters: - **"Texto do agradecimento" (Thank-you text)**: The fixed text sent in Direct, up to 500 characters, with the ‹n›/500 counter. The AI does not improvise on top of a mention. Buttons and actions: - **"Agradecer no Direct quando alguém mencionar a sua conta num story" (Thank people in Direct when they mention your account in a story)**: Turns on sending the thank-you on the next mention. Starts off. - **"Salvar" (Save)**: Saves the switch and the text. It stays dimmed with no changes, with text over the limit, or with the switch on and no text. Also appears: - Notice: each thank-you sent **"debita 1 mensagem do Instagram do saldo" (debits 1 Instagram message from the balance)**; with no balance, the mention reaches the Inbox without the automatic reply. - Errors: **"O agradecimento precisa ter até 500 caracteres." (The thank-you must be 500 characters or fewer.)** and **"Escreva o texto do agradecimento antes de ligar o envio." (Write the thank-you text before turning sending on.)** ##### Reply to a story Nothing to configure. Also appears: - A reply to one of your stories arrives in the Inbox like any message, tagged **"Respondeu ao seu story" (Replied to your story)**, and the usual service flow replies. ##### Screen states - Loading: A gray block in place of the mention card. #### Instagram — Lives The Lives screen is for turning on, per account, the account-wide triggers on the comments of your lives as well, with its own hourly cap. Address in the dashboard: `/app/conexoes/instagram/lives` ![Screenshot of the Instagram — Lives screen. The Lives screen is for turning on, per account, the account-wide triggers on the comments of your lives as well, with its own hourly cap.](https://attendto.com.br/prints-do-manual/instagram--lives.png) The Instagram — Lives screen in the demo account, with sample data and blurred values. ##### Triggers on lives Anyone who comments the word during the live receives the same Direct message. Buttons and actions: - **"Responder gatilhos também nos comentários das suas lives" (Also respond to triggers in comments on your lives)**: Turns on or off, effective immediately. Starts off. Also appears: - Only account-wide triggers apply; the screen tells you how many you have active (or suggests creating one in "Gatilhos" (Triggers) with the whole-account option). A trigger tied to a post does not watch the live. - The Direct message only goes out while the live is on air; if it ends first, the attempt is recorded in "Moderação" (Moderation) with the reason. - Its own hourly cap, tighter than the one for posts. Each message sent debits 1 Instagram message from the balance; AI screening, the one-message-per-person-per-24-hours rule, and opt-out still apply. ##### Screen states - Loading: A gray block in place of the card. - Meta's comments permission not yet granted: **"Este recurso está em aprovação da Meta" (This feature is pending Meta approval)**. #### "Instagram — Comentários e moderação" (Instagram — Comments and moderation) The "Comentários e moderação" (Comments and moderation) screen is for seeing every comment that went through the triggers with the decision taken, filtering by status, trigger, post, period, and author, and hiding, unhiding, or deleting comments with confirmation. Address in the dashboard: `/app/conexoes/instagram/moderacao` ![Screenshot of the "Instagram — Comentários e moderação" (Instagram — Comments and moderation) screen. The "Comentários e moderação" (Comments and moderation) screen is for seeing every comment that went through the triggers with the decision taken, filtering by status, trigger, post, period, and author, and hiding, unhiding, or deleting comments with confirmation.](https://attendto.com.br/prints-do-manual/instagram--moderacao.png) The "Instagram — Comentários e moderação" (Instagram — Comments and moderation) screen in the demo account, with sample data and blurred values. ##### Moderation filters Filters add up and the list narrows with each choice. The number inside each status counts the selection you have already made. Buttons and actions: - **"‹situação› ‹n›" (‹status› ‹n›)**: The row of statuses: All, Replied, Replied by the AI, Blocked by the AI, Suggestions, Hidden, and Deleted. The left and right arrows (and Home and End) move along the row; Enter or space selects. - **"Gatilho" (Trigger)**: Shows only comments caught by a word. - **"Publicação" (Post)**: Shows only comments on one post or Reel. - **"Período" (Period)**: Today, Last 7 days, Last 30 days, or All time, in the account's time zone. - **"‹filtro›: todos" (‹filter›: all)**: The first option in each menu: turns that filter off. - **"Remover o filtro ‹nome›" (Remove filter ‹name›)**: The x on an active filter pill: turns that filter off. - **"Buscar por autor do comentário" (Search by comment author)**: **"Buscar @autor" (Search @author)** field: part of the @handle is enough, with or without the @. The search runs when you stop typing or press Enter. - **"Limpar a busca por autor" (Clear author search)**: Clears the search text. Also appears: - On accounts with a long history, the author search tells you how far back it looked; choosing a post or a period makes it go deeper. ##### List of comments Suggestions to hide are highlighted at the top under any filter; the rest comes from newest to oldest and loads more as you scroll. Buttons and actions: - **"Atualizar" (Refresh)**: Asks Instagram, one by one, which comments in the list still exist and marks the ones that were deleted directly in the app. It checks one batch per click and tells you how many are left for the next click. - **"Ocultar" (Hide)**: Opens the confirmation to hide the comment from the public (it can be undone). - **"Reexibir" (Unhide)**: Shown on a hidden comment; opens the confirmation to show it again. - **"Apagar" (Delete)**: Opens the confirmation to remove the comment from the profile for good. - **"Ver todos os comentários" (View all comments)**: Shown on the empty list when a filter is on; turns off all filters. Also appears: - Each comment shows the author, the badges **"Sugerimos ocultar" (We suggest hiding)**, **"Oculto" (Hidden)**, **"Apagado" (Deleted)**, or **"Apagado no Instagram" (Deleted on Instagram)**, the text, the decision with its reason, and the date. - A deleted comment stays in the list, struck through and with no buttons. - **"E mais ‹n› sugestões de ocultar esperando decisão" (And ‹n› more suggestions to hide awaiting a decision)** when there are more suggestions than are shown at the top. - Footer: the AI never hides or deletes on its own; hiding can be undone, deleting cannot. - Empty with no filter: **"Nenhum comentário passou pelos gatilhos ainda." (No comment has gone through the triggers yet.)** Empty with a filter: the status sentence with the selection (for example, no comments blocked by the AI in the last 7 days). ##### Moderation dialog "Ocultar este comentário?" (Hide this comment?), "Reexibir este comentário?" (Unhide this comment?), or "Apagar este comentário do seu post?" (Delete this comment from your post?), always with the comment's text and author inside the dialog. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without doing anything. - **"Ocultar comentário" (Hide comment)**: Hides the comment from the post for the public; the person who wrote it is not notified. - **"Reexibir comentário" (Unhide comment)**: The comment appears on the post again. - **"Apagar de vez" (Delete permanently)**: Removes the comment from your public profile for good. Also appears: - If the comment no longer existed on Instagram, the screen tells you and updates the row instead of showing an error. ##### Screen states - Loading: Gray blocks in place of the filter bar and the list. - If something goes wrong: **"Não foi possível carregar os comentários" (Could not load the comments)**, explaining that the comments are still on your post, with "Tentar de novo" (Try again). - Meta's comments permission not yet granted: **"Este recurso está em aprovação da Meta" (This feature is pending Meta approval)**. ### Step by step #### How to create a comment trigger on Instagram 1. In the **Instagram** menu, open **"Gatilhos" (Triggers)** (with more than one account, choose the account at the top). 2. Click **"Novo gatilho" (New trigger)**. 3. Write the **"Palavra ou frase combinada" (Agreed word or phrase)** (for example, I WANT IT). 4. Under **"Onde vale" (Where it applies)**, choose **"Uma publicação ou Reel" (One post or Reel)** and select the post, or use **"Qualquer publicação ou Reel" (Any post or Reel)** or **"A próxima publicação ou Reel" (The next post or Reel)**. 5. If you like, click **"+ Adicionar variação" (+ Add variation)** and write up to 3 public replies. 6. Write the **"Mensagem no Direct" (Direct message)** using {nome}, add buttons with **"+ Adicionar botão" (+ Add button)**, and check the preview. 7. Click **"Criar gatilho" (Create trigger)** and confirm that the master switch says **"ligados" (on)**. #### How to turn off all of an account's triggers at once 1. In **"Instagram — Gatilhos de comentário" (Instagram — Comment triggers)**, choose the account. 2. Click the master switch: the status changes to **"desligados" (off)** and takes effect immediately. 3. To turn them back on, click again; if the platform paused the triggers, review the texts and use **"Religar gatilhos" (Turn triggers back on)**. #### How to turn on the AI to reply to comments with review 1. In the **Instagram** menu, open **"IA nos comentários" (AI on comments)**. 2. Choose **"Sugerir" (Suggest)**. 3. When a comment arrives, read the draft, the **"Por que sugeri isto" (Why I suggested this)**, and the source. 4. Click **"Aprovar e responder" (Approve and reply)** (A key), edit first if you like (E key), or **"Descartar" (Discard)** (D key). 5. To automate later, choose **"Automático por categoria" (Automatic by category)** and turn on only the categories you want. #### How to set up the welcome message in Direct 1. In the **Instagram** menu, open **"Boas-vindas" (Welcome)**. 2. Choose the format: **"Texto" (Text)**, **"Áudio gravado" (Recorded audio)**, or **"Áudio + texto" (Audio + text)**. 3. For audio, click **"Gravar as boas-vindas" (Record the welcome)**, speak, and click **"Parar a gravação" (Stop recording)**; listen to the preview. 4. Write the **"Texto das boas-vindas" (Welcome text)** and, if you like, the **"Versão para quem segue a conta" (Version for followers)**. 5. Click **"Salvar boas-vindas" (Save welcome)**. #### How to register opening questions in Direct 1. In the **Instagram** menu, open **"Perguntas de abertura" (Opening questions)**. 2. Write up to 4 questions of up to 80 characters each, using **"Adicionar pergunta" (Add question)** for more fields. 3. Click **"Salvar perguntas" (Save questions)**; Instagram will then show them to people opening Direct for the first time. #### How to automatically thank people who tag your account in a story 1. In the **Instagram** menu, open **Stories**. 2. Write the **"Texto do agradecimento" (Thank-you text)**. 3. Turn on **"Agradecer no Direct quando alguém mencionar a sua conta num story" (Thank people in Direct when they mention your account in a story)**. 4. Click **"Salvar" (Save)**. #### How to hide or delete a comment from the dashboard 1. In the **Instagram** menu, open **"Moderação" (Moderation)**. 2. Find the comment using the row of statuses, the **"Gatilho" (Trigger)**, **"Publicação" (Post)**, and **"Período" (Period)** filters, or the search by @author. 3. Click **"Ocultar" (Hide)** (can be undone) or **"Apagar" (Delete)** (cannot be undone). 4. Check the text and author in the dialog and click **"Ocultar comentário" (Hide comment)** or **"Apagar de vez" (Delete permanently)**. ### Frequently asked questions #### Why doesn't the Instagram menu appear on my dashboard? The group only exists when the Instagram channel is enabled on the account, and it does not appear for the agent role. With the channel enabled, connect the professional account in "Conexões" (Connections) to use the screens. #### Why does the Triggers screen say the feature is pending Meta approval? Triggers, AI on comments, Moderation, and Lives depend on Meta's comments permission. Until it is granted for your account, those screens show the notice; Direct, welcome messages, opening questions, and stories already work. #### With two Instagram accounts, do I have to choose the account on each screen? No. The selector at the top appears when there is more than one account, and the chosen account applies to all screens in the Instagram menu until you switch. #### Can the desk's A, E, and D shortcuts publish something by accident? Not while you type: they do not work with focus in a text field, with the emoji picker open, or with focus on another part of the page. They only apply with the desk on and a suggestion on screen. #### What is the difference between removing a trigger and turning off its switch? Turning it off pauses the trigger and keeps everything so you can turn it back on later. Removing deletes the trigger; in both cases, anyone who comments the word immediately stops receiving a message, and conversations and leads already created stay. #### Can I upload an audio file instead of recording the welcome message in the browser? Yes, when the browser only records in a format Instagram does not accept: the screen shows "Enviar arquivo de áudio" (Upload audio file), and you upload an M4A, MP3, or OGG recorded on your phone. #### What happens if I save the opening questions with an empty list? The questions are removed from Direct, and anyone opening the conversation sees only the typing field again. The screen warns you before saving. #### Why doesn't the "Atualizar" (Refresh) button in moderation check all comments at once? Each comment is checked with a query to Instagram, so each click checks part of the list. The message tells you how many it checked, how many are gone, and how many remain for the next click. ### Guide: Instagram: Triggers, AI on comments, and welcome messages Turn a comment into a conversation on Direct ("comment CRM and my team will contact you") and give a good welcome to people who reach out on their own, with your welcome message and the AI handling the conversation afterward. This screen handles the two ways Instagram becomes a conversation: people who message you **on Direct** on their own and people who **comment on a post** in response to your invitation. Connecting the account stays in ["Conexões" (Connections)](https://attendto.com.br/en/manual/conexoes). Here you configure what happens after it is connected: the comment triggers, the welcome message for each account, and comment moderation. > **Comment features depend on a Meta permission:** Direct, welcome messages, opening questions, and story replies and mentions work on every account with Instagram connected. The **comment triggers**, **AI on comments**, **moderation**, and **lives** depend on a permission that Meta has not yet granted to the platform; until then, those screens show the notice and open only on accounts in the testing program. #### Before you start: the connected account Instagram only delivers messages for **Professional accounts**: Business or Creator. Personal profiles do not receive messages through an app; that is their rule for every tool. The connection is made on the Instagram card in ["Conexões" (Connections)](https://attendto.com.br/en/manual/conexoes), and ends with a simple, mandatory test: **send a "hi" to your account from another profile** (a colleague's phone works). The connection is only ready when that hi arrives here, which proves the whole path works, instead of a green light given out of optimism. With more than one connected account, everything on this screen is **per account**: the selector at the top chooses which one, and each has its own triggers, its own welcome messages, and its own numbers. #### The comment trigger, from post to conversation The whole idea fits in a sentence that you publish yourself: **"comment CRM and my team will contact you"**. You create the trigger here before posting; from then on, anyone who comments the word receives your reply on the comment (if you want one) and **a message from you on Direct**. When the person replies to that message, the AI takes over the conversation, qualifies the lead as on any channel, and the lead enters the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil). 1. **Choose the account**: In the selector at the top. The trigger belongs to an account, and so do its numbers and texts. 2. **Choose the post**: Three modes: **one post** (pick from the list or paste the link to the post or Reel), **any post** (the word works across the whole account, for those who advertise the same word in their bio), or **the next post**: the trigger stays armed and attaches itself to the first post you publish after creating it. The usual path is by post: different campaigns use different words. 3. **Write the word**: An **exact** word or phrase. Uppercase and accents do not matter ("CRM", "crm", and "Crm!" are the same), but there are no synonyms or near matches: "pricey" does **not** fire a "price" trigger. The word is the public agreement between you and the people who comment; the shorter and easier to type, the better. 4. **Write the public reply (optional)**: This is what appears under the person's comment, on the post itself. You can write **up to 3 variations**, which are drawn at random so the replies are not all identical, one under the other. You can turn it off and leave only the Direct message. 5. **Write the Direct message**: It is your text, not the AI's. Use **{nome}** to include the person's @ (it is the name Instagram gives us on the comment) and say who is speaking: the person is moving from a public comment to their own inbox. If you want, add **up to 3 link buttons** to your website, catalog, or scheduling page. 6. **Turn it on and publish**: Save the trigger, check the account's master switch, and publish the post with the invitation. The screen shows since when the triggers have been on; turning them off takes one click and applies immediately. On screen: Instagram triggers screen with the connected account at the top, the funnel of what the triggers produced, the list of triggers, and the start of the comments panel. The full feature screen: the account, the numbers, the triggers created, and the start of moderation. 1. **The account and the master switch**: With more than one connected account, the selector here chooses which one you are configuring. The switch **turns off all of the account's triggers** in one click, and turns them back on the same way, effective immediately. 2. **The feature's funnel**: Comments caught, DMs sent, conversations opened, and leads in the pipeline, and with equal prominence, **what did not become a message and why**: screening, caps, do-not-contact requests. A drop shows up as a drop, with a name. 3. **The triggers created**: One per row: the word, where it applies (a chosen post or the whole account), and what goes out, the public reply and the DM. **"Editar" (Edit)** opens the same form as create; the small switch turns off only that trigger. > **The AI reads the comment before any reply goes out:** The right word is not enough. "CRM? That's a scam" and "this CRM is way too expensive" contain the word and **do not receive** a message: an AI screening reads every comment that matched the word and blocks sarcasm, insults, and spam, with the reason recorded. This is what keeps the trigger from replying to exactly the people it shouldn't. > **Link buttons may arrive in the second message:** Instagram sometimes rejects buttons on the first send made from a comment. When that happens, your message text goes first, on its own, and the buttons arrive as soon as the person replies. You do not need to do anything; the preview screen tells you when this is the case. #### Just one message, and why that protects you From a comment, Instagram allows **a single message** on Direct. That is their rule, with no exceptions, and with a deadline: the comment must be **less than 7 days old**. If the person does not reply, there is no second attempt. It may seem like little, but this rule is what keeps the feature healthy: someone who receives a message after commenting understands why; someone who received five would report it as spam, and reports affect **your account**, not ours. That is why the trigger message deserves the most care: it needs to introduce itself, recall the comment, and invite a reply, because **the person's reply is what truly opens the conversation**. #### The caps, and the reason for each The limits below come turned on, on purpose. Instagram's technical limit is much higher; the limit that matters is the one for **reports**. An account that sends too much becomes a target for "mark as spam", and that reduces the reach of everything you post: - **30 messages per post, per hour**: A Reel that goes viral overnight cannot turn into hundreds of messages in minutes. The excess is recorded: you see the volume and decide whether to raise the cap. - **200 messages per account, per day**: The pace of a healthy account. Well below what Instagram technically allows, on purpose. - **1 message per person every 24 hours**: Someone who comments on five of your posts receives **one** message, not five. - **7 days per comment**: A comment older than that does not receive a message; it is Instagram's own deadline. When a cap holds someone back, nothing is hidden: the comment appears in the panel as **"barrado" (blocked)**, with the reason. You see what did not go out and decide with the number in front of you. #### Welcome messages: the first words are yours For people who contact your account **spontaneously on Direct**, you can set a welcome of your own: a **text**, an **"Áudio gravado" (Recorded audio)** recorded by you (the recorder is on the screen itself), or both. It goes out **before** the AI improvises anything, so the first impression carries your voice, and **only on each person's first contact**: someone who has already talked to you does not get the welcome again with every message. - It is per account: each connected account has its own welcome message, so the store's can differ from the clinic's. - Anyone who arrived through a comment trigger receives the trigger message, not the welcome; the introduction was already made there. - With no welcome configured, the AI replies directly, as on any channel. - You can add **emoji** to the text through the same picker as [Inbox](https://attendto.com.br/en/manual/inbox). It is the same in every content field of the channel, including the trigger message. If you want, write **two versions**: a general one and one **for people who already follow your account**. Each has its own texts and buttons; the **audio is the same in both**, so you do not record twice. When sending, we ask Instagram whether that person follows you and choose the right version. - **Left the follower version blank?** The general one applies to everyone: nothing breaks, and nobody is left without a welcome. - **Someone who does not follow you receives the general one.** And **someone Instagram did not answer for** also receives the general one: when in doubt, the message that works for anyone. - The preview shows both side by side, the way they will arrive. #### Opening questions: the storefront of your Direct Someone who opens your account's Direct for the first time can see up to **4 ready-made questions** before typing, such as "What are the prices?" or "How does delivery work?". You write them on the **"Perguntas de abertura" (Opening questions)** screen of the Instagram menu; Instagram itself displays them. - **The tap becomes the person's first message**, and your usual service replies: fixed welcome (if on), then the AI with your persona and your knowledge base. There is no fixed answer hidden in the question. - Each question accepts up to **80 characters**, and the list applies per connected account. - **Saving with no questions removes the ones on Direct**; the screen warns you first. - They appear to people who open the conversation for the first time; anyone who has already talked to the account sees the normal history. #### Stories: replies and mentions Stories move Direct in two ways, and the **Stories** screen of the Instagram menu handles both. When someone **replies to one of your stories**, the reply arrives in Inbox like any message, tagged "Respondeu ao seu story" (Replied to your story) so the agent knows where it came from, and your usual service replies. Nothing to configure. - **Story mention**: the person tagged your account in their story. They become a lead right away, with the mention recorded in the conversation, with or without a thank-you. - If you **turn on the thank-you** on the Stories screen, the next mention receives your fixed message on Direct (up to 500 characters). The text is yours; the AI does not improvise on mentions. - Each thank-you sent **debits 1 Instagram message from your balance**, like any send on the channel. With no balance, the mention enters Inbox without the automatic reply; nothing disappears. - The thank-you starts **off** on every account: a send that costs balance is something you turn on. #### Lives: live triggers On the **Lives** screen of the Instagram menu, you turn on, per account, the triggers on the comments of your lives as well. **Whole-account triggers** apply (a trigger tied to a specific post does not look at the live). Anyone who comments the word during the live receives the same Direct message, with AI screening, the same-person-in-24-hours rule, and opt-out working as always. - The reply on Direct **goes out only while the live is on air**, an Instagram rule. If the live ends first, the attempt is recorded in "Moderação" (Moderation) with the reason, and nothing blocks your post triggers. - The live cap is its own and tighter: up to **20 messages per live per hour** (30 on posts). - Each message sent debits 1 Instagram message from your balance, as with regular triggers. - The switch starts **off** on every account. #### The trigger's numbers Each trigger (and the account, in aggregate) shows the feature's whole funnel, with no vanity: - **Comments caught**: Comments that matched the word and passed screening. - **DMs sent**: Trigger messages that actually went out. - **Conversations opened**: People who replied to the message. It is this channel's "click", the moment the AI takes over. - **Leads in the pipeline**: Leads born from the trigger, with the hot and warm cutoff of the qualification. And, with the same prominence, what did **not** become a message and why: blocked by screening (with the most common reason), blocked by a cap, do-not-contact requests. A drop does not show up as an empty screen; it shows up as a drop, with a name. #### The AI replying to comments The trigger replies to whoever typed the agreed word. But many people comment **"how much is it?"**, **"open on Saturday?"**, or **"loved it"** without typing any word, and until now those people received nothing. That is what AI on comments solves: it reads the comment, writes a short public reply in your account's tone, and **you decide who presses the button**. On screen: The entire AI-on-comments section: the three positions at the top, the review desk with a suggestion, the automatic categories with the four switches and the switch to publish without a source in the knowledge base, the "Como ela escreve" (How it writes) block, and the "A sua voz" (Your voice) block. The three positions, the review desk, and your voice, all per connected account. 1. **The three positions**: **"Desligado" (Off)** is how the account starts: only the triggers work. **"Sugerir" (Suggest)** is the recommended one: the AI writes and nothing goes out without your approval. **"Automático por categoria" (Automatic by category)** lets you choose what goes out on its own. 2. **The review desk**: One suggestion at a time: the comment and the post on the left; the **editable** draft, the reason, and the source on the right. The shortcuts **A** (approve), **E** (edit), and **D** (discard) really work. When it was the lack of a source that held the draft back, the desk **says so** and shows where the switch that loosens it is. 3. **"Automático por categoria" (Automatic by category)**: Price, praise, and hours can go out on their own. **Complaints cannot**: its switch is locked, and the reason is written right below. In this screenshot the account is on **"Sugerir" (Suggest)**, so they all appear dimmed: they are only available in automatic mode. By default, even in the categories you turn on, only a reply with a **source in your knowledge base** goes out on its own, and the last switch, **"Publicar sozinha mesmo sem fonte na base" (Publish on its own even without a source in the knowledge base)**, is the one that gives that up at your own risk. 4. **Your voice**: Examples of "Como VOCÊ responderia" (How YOU would reply). **Three already teach** your voice and up to ten fit; the eleventh pushes the oldest one out. The counter next to the button tells you how many you have saved (in this screenshot, **1 of 10**). Every time you edit a draft before approving it, your correction **becomes an example**, with an "Desfazer" (Undo) next to the notice. The **smiley** at the right of each of the two fields opens the emoji picker and inserts at your cursor, and the counter under the second field counts the sticker as **one** character, just like the server. - **"Desligado" (Off)**: The default from birth. Only the triggers you wrote reply; the AI writes nothing in public. - **"Sugerir" (Suggest)**: The recommended one. The AI writes and the reply waits on the review desk. Nothing appears under the post until a human presses the button. - **"Automático por categoria" (Automatic by category)**: You turn on category by category. The ones that are on go out on their own; the ones that are off keep coming to the desk. > **Complaints are never automatic:** It is the only category the screen does not let you turn on, and the server refuses it even from outside the screen. Replying wrongly to an unhappy customer, in public, costs more than silence. Complaints always come to the desk. **The AI only replies with what is backed by your knowledge base.** If you ask for the price and the price is not registered in ["Base de conhecimento" (Knowledge base)](https://attendto.com.br/en/manual/base-de-conhecimento), it **does not make it up**: it stays silent, and the comment appears on the desk with the field blank and the reason written, so you can reply in your own words. It is the gap in your base becoming visible instead of turning into a guessed price under your Reel. This also applies **inside automatic mode**: a category that is on only goes out on its own when the reply has a source. When the source is missing, the draft comes to the desk and it **says that was the reason**. It is not a defect; it is the rule at work. > **"Publicar sozinha mesmo sem fonte na base" (Publish on its own even without a source in the knowledge base):** If you want real automatic mode, the switch is right below the four, under **"Automático por categoria" (Automatic by category)**, and it starts **off**. When on, the categories you chose go out on their own even without a source: the text comes from what the model knows, not from what is written in your knowledge base, and **nobody reads it** before it appears under your post. Price and hours still require a source anyway; without one the AI writes nothing for those, so it does not make up a value. And **complaints stay out of automatic mode**, whether it is on or not. We recommend leaving it off; the decision is yours, and it is recorded in [Compliance](https://attendto.com.br/en/manual/compliance). 1. **Turn on Suggest mode**: Choose **"Sugerir" (Suggest)** on the account you want. Nothing changes in public; from then on, the comments worth a reply start to appear on the desk, and the bell notifies you. 2. **Review the first ones**: Read the draft, the **reason I suggested this**, and the **source** that backs the text. Approve, edit before approving, or discard. Everything you do here is recorded. 3. **Teach your style**: Whenever you edit before approving, we save your version as an example of your voice. After a few, the drafts already arrive sounding like you. 4. **Only then, if you want, automate**: With the desk giving you confidence, turn on **"Automático por categoria" (Automatic by category)** and choose what goes out on its own. The rest keeps coming to you, and so does anything your base does not support, unless you turn on *"Publicar sozinha mesmo sem fonte na base" (Publish on its own even without a source in the knowledge base)*, right below the switches. #### How it writes, and how to audit what went out The public reply goes out **short and with emoji**: one or two lines, the way people reply from their phones. A formal paragraph in a comment gives away a robot immediately. The limit is **180 characters**: if the reply goes over, it **does not go out on its own**; it comes to the desk marked "longa demais" (too long), and you decide. - **Without emoji**, if your brand does not use them: the switch *"Usar emoji nas respostas públicas" (Use emoji in public replies)* is under **"Como ela escreve" (How it writes)**. Lawyers, clinics, and funeral homes usually turn it off; the tone stays short and human, just without emoji. It governs **the AI**, not you: the emoji picker in the fields stays there, and with it off your examples reach the model without emoji, so they do not teach the opposite of what you asked. - **The persona's tone still rules** the rest: form of address, formality, and the name it signs with are the ones you already registered for this account. - **Your examples beat everything**: they teach the voice better than any description. If your examples are longer than the channel's limit, the screen warns you; we keep your tone, shortening it. - **Emoji where you write**: the smiley button opens the same picker as [Inbox](https://attendto.com.br/en/manual/inbox) in the desk draft and in the two fields of the voice example. It inserts at your cursor, not at the end. The counter under the field counts the sticker as **one** character, like the server, which is what decides whether the reply went over 180. To audit what went out in your name, use the moderation filter bar: the **"Respondidos pela IA" (Replied by AI)** tab shows every public reply the AI wrote: the published text, the category, and when. **Every automatic reply appears there**, with the reason. And what you **discarded** is also recorded: you need to be able to audit what did not go out as much as what did. > **The usual brakes still apply:** The caps per post and per account, the 7-day window, the do-not-contact request, and the account's master switch apply equally to AI on comments. With the triggers off or paused by the brake, it neither writes nor publishes, not even what you approve on the desk. **A public reply has no cost.** It does not use your balance; what costs is still the Direct message, by the usual measure. #### Finding one comment in the pile When a Reel takes off, the comment list becomes a pile, and the question you ask is not "which ones arrived" but "which ones were **blocked**", "what happened **on that post**", or "where is **that person's** comment". The bar above the list answers all three. - **The row of statuses**: **"Todos" (All) · "Respondidos" (Replied) · "Respondidos pela IA" (Replied by AI) · "Barrados pela IA" (Blocked by AI) · "Sugestões" (Suggestions) · "Ocultados" (Hidden) · "Apagados" (Deleted).** The number inside each one counts what is in that status **within the slice you already chose**: if you filtered by one Reel, the number is for that Reel. "44 blocked" already tells a story. By keyboard: the arrows move along the row and Enter selects. - **The Suggestions tab**: Suggestions to hide appear highlighted at the top of the list, on any tab; moderation cannot hide on page 5. On the **"Sugestões" (Suggestions)** tab they are the list itself, together with the ones you have already decided on: there the block at the top is not repeated. - **"Gatilho" (Trigger)**: Which word caught the comment. Useful when the same post has two agreed words: "quote" and "catalog" become two separate lists. - **"Publicação" (Post)**: Only the comments on a specific post or Reel. - **"Período" (Period)**: "Hoje" (Today), "Últimos 7 dias" (Last 7 days), "Últimos 30 dias" (Last 30 days), or "Tudo" (All). The day is **yours**: it turns over at midnight in the time zone set in "Configurações" (Settings), not at midnight in another country. - **"Buscar" (Search) @author**: A piece of the person's @ is enough, with or without the at sign, regardless of uppercase. On accounts with a very long history, the search looks at the most recent comments in the slice and tells you how far it searched; choosing a post or a period makes it go deeper. - The filters **add up**: "blocked, on that Reel, in the last 7 days" is one choice at a time, and the list narrows with each one. - The **suggestions to hide stay at the top**, even with a filter on. They wait for your decision; they cannot hide on page 5 or vanish because you changed tabs. - Scrolling stays **within the filter**: the list loads more of the same slice, and a new comment arriving in the middle makes nothing jump or repeat. - An empty list **with a filter on** says exactly that ("nenhum comentário barrado pela IA nos últimos 7 dias" (no comments blocked by AI in the last 7 days)) and offers the way back. Empty is never a single phrase, because the causes are not the same. On screen: Comments and moderation panel with the row of statuses at the top ("Todos" (All), "Respondidos" (Replied), "Respondidos pela IA" (Replied by AI), "Barrados pela IA" (Blocked by AI), "Sugestões" (Suggestions), "Ocultados" (Hidden), and "Apagados" (Deleted), each with its number), the trigger, post, and period markers, the search field by author, and the list of comments with the suggestion to hide highlighted at the top. The filter bar and the list. The number inside each status is the total for that status within the chosen slice, not the page size or the account total. > **"Respondidos pela IA" (Replied by AI) starts at zero:** This filter exists so you can audit what the AI wrote in your name once it starts replying to comments. Today, the one who writes the public replies is **you**, in the trigger variations, so it stays at zero, and that is the truth, not a failure. #### Moderation: what each button does The comments panel lists what arrived on your posts with a trigger, and screening puts at the top the ones it suggests hiding, with the reason in view. **The AI never hides or deletes anything on its own**: it suggests with the button ready, and you are the one who presses it, one comment at a time, always confirming in a dialog that shows the comment's text and author, so you confirm what you are looking at. Every action goes into the audit trail: who did it, what, on which comment, and when. - **"Ocultar" (Hide)**: The comment disappears from the post for the public, but **still exists**: the author is not notified, and you can unhide it whenever you want. **It can be undone.** - **"Reexibir" (Unhide)**: Undoes the hide: the comment appears on the post again for everyone. - **"Apagar" (Delete)**: Removes the comment **from your public profile, for everyone, forever**. There is no undo, neither here nor on Instagram. When in doubt, hide instead of deleting. Did you delete a comment **directly in the Instagram app**? Instagram does not notify us when that happens; there is no automatic notice for a deleted comment. That is why the panel has the **"Atualizar" (Refresh)** button above the list: it asks Instagram, **one comment at a time**, which of the rows you are viewing are still there, and marks the ones that no longer are. - The row gets the **"Apagado no Instagram" (Deleted on Instagram)** badge and stops offering buttons: there is nothing left to moderate there. - It **stays in the list**, struck through. The history of what went through the trigger is yours, and it does not disappear on its own. - If you click "Ocultar" (Hide) or "Apagar" (Delete) on a comment that has already vanished, the panel understands right away and marks the row, instead of showing an Instagram error. - Made a mistake? **It unmarks itself.** If on a later check Instagram says the comment is there, the row goes back to normal and the buttons come back with it. What **you** deleted through the panel never comes back: deleting is forever. - "Atualizar" (Refresh) only runs when you ask: each comment checked is a query to Instagram. That is why it checks at most 30 per click, and the screen tells you how many it checked and how many are left for the next click. > **Deleting acts on your profile, not on the panel:** Hiding and deleting change what the public sees **on your Instagram post**, not just an internal list. Deleting an unhappy customer's comment is an image decision, which is why it is always yours, never the AI's, and always with confirmation. #### The 24-hour window: the difference from WhatsApp As on WhatsApp, after the person writes you have **24 hours** to reply. The difference is in what happens when the window closes: on WhatsApp you can reopen it with an [approved template](https://attendto.com.br/en/manual/modelos-de-mensagem); **on Instagram there is no resume template, for anyone**. Once it closes, the only thing that reopens the conversation is the person writing again. That is why an Instagram conversation in [Inbox](https://attendto.com.br/en/manual/inbox) has no reopen button: it is not a missing feature, it is a door that Instagram does not have. And one detail about the trigger: the trigger message **does not open any window**. It is the single message allowed from the comment; the 24-hour window is only born when the person replies. Until then, the conversation shows up in Inbox waiting, with the write field disabled and the reason explained. #### What costs money and what does not - **"Mensagem no Direct" (Direct message)**: each conversation message processed by the AI, and also the trigger message, counts as one message on your statement, as on any channel. The balance and statement are in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas). - **A public reply on a comment is not charged.** It is your text published on your post. - **Comment screening is not charged.** It runs on every comment that matched the word, without appearing on the statement. - **Instagram has no rate of its own.** Unlike WhatsApp, there is no Meta charge per conversation or per template on this channel. #### When something seems wrong - **They commented the word and nothing happened**: Look at the trigger panel: if the comment is under **"Barrados" (Blocked)**, the reason is beside it (screening, daily cap, a person who already received a message in the last 24 hours, do-not-contact request). If it does not appear at all, check that the word matched **exactly** ("pricey" does not fire "price") and that the trigger is on the right post and turned on. - **The Direct message does not reach the panel**: It is almost always the **"Permitir acesso a mensagens" (Allow access to messages)** switch turned off in the Instagram app, or an expired authorization; the account turns yellow with a reconnect button. The step-by-step is in ["Conexões" (Connections)](https://attendto.com.br/en/manual/conexoes). - **"Pausamos os gatilhos de comentário" (We paused the comment triggers)**: The emergency brake kicked in: Instagram flagged a policy problem on the account, or sends started failing in a row. Nothing goes out while it is paused. Review the trigger texts and turn it back on whenever you like — the screen shows the reason and the time. - **The same person shows up twice, on Instagram and on WhatsApp**: Instagram does not provide anyone's phone number, so the Direct lead starts out as a separate contact. When the person gives a phone number or email that already exists, the dashboard **suggests** merging the contacts — the decision is yours, never automatic, because merging the wrong ones would show another person's conversation. In the dashboard: "Abrir Instagram — Gatilhos e boas-vindas" (Open Instagram — Triggers and welcome messages). How people search: comment the word and get it in direct; instagram comment trigger; automatic reply in direct; ai replies to instagram comments; comment review desk; welcome message in instagram direct; opening questions ice breakers; thank people for story mention; instagram live trigger; hide instagram comment; delete comment from the dashboard; instagram comment moderation. ## Modules: how to activate the Advanced knowledge base, Revenue AI and other account add-ons URL: https://attendto.com.br/en/manual/modulos Menu: Account > "Módulos" (Modules) "Módulos" (Modules) is the account's add-on store: in it you explore, activate, turn off and turn back on modules such as the "Base de conhecimento avançada" (Advanced knowledge base) and Revenue AI, and ask to be notified when a new module arrives. When it appears: The "Módulos" (Modules) item appears in the "Conta" (Account) group of the menu on accounts where the module store is enabled. On the other accounts, modules are under "Configurações" (Settings) and these addresses show the page-not-found screen. ### Who can use it - Owner: Sees the store and the module pages and is the only one who activates, turns off, keeps on, turns back on, subscribes to the module at the end of the trial, and turns each Revenue AI capability on or off. - Admin: Sees the store, each module's page and the Revenue AI dashboard, and can ask to be notified about upcoming modules. Doesn't activate or turn off: instead of the button, "Só o responsável pela conta ativa" (Only the account owner activates) appears and the switches are locked. - Agent: Doesn't see the "Módulos" (Modules) item in the menu. If they open the address of the store or of a module, they are sent back to the start of the dashboard. ### Screens #### "Módulos" (Modules) The "Módulos" (Modules) screen lets you see the add-ons available for the account, filter by category and status, activate or open each one, and ask to be notified about those still to come. Address in the dashboard: `/app/modulos` ![Screenshot of the "Módulos" (Modules) screen. The "Módulos" (Modules) screen lets you see the add-ons available for the account, filter by category and status, activate or open each one, and ask to be notified about those still to come.](https://attendto.com.br/prints-do-manual/modulos--loja.png) The "Módulos" (Modules) screen in the demo account, with sample data and blurred values. How to get there: Menu "Conta" (Account) → "Módulos" (Modules). ##### Top highlight The call-out for the "Base de conhecimento avançada" (Advanced knowledge base). Buttons and actions: - **"Conhecer o módulo" (Explore the module)**: Opens the "Base de conhecimento avançada" (Advanced knowledge base) page. - **"Ver o exemplo do provedor de internet" (See the internet provider example)**: Opens the module page straight at the example "Como fica no seu segmento" (How it looks in your industry). Also appears: - The badge says "Novo módulo" (New module) and, when the Advanced base is already included in your plan, "incluído no seu plano" (included in your plan). - Illustration of the three layers: "Memória da empresa" (Company memory), "Ações no seu sistema" (Actions in your system) and "Avisos do seu sistema" (Alerts from your system). ##### Search and categories Fields and filters: - **"Buscar módulo" (Search modules)**: Search by name or by what you want to solve (name, description, category and tags). Buttons and actions: - **"Todos" (All)**: Shows the modules from all categories, with the count. - **"‹categoria›" (‹category›)**: One button per catalog category filters the cards, with the count for each. ##### For your account The module cards. Turn them on and off whenever you want: what you taught is kept. Buttons and actions: - **"Todos" (All)**: Shows all modules. - **"Ativos" (Active)**: Only the modules turned on in the account. - **"Disponíveis" (Available)**: Only those that can be activated right now. - **"Abrir" (Open)**: On an active module, opens the Advanced base or the Revenue AI dashboard. - **"Ativar" (Activate)** (Owner): On the Advanced base, takes you to the module page to activate it; on Revenue AI, opens the activation dialog. - **"Ativar · taxa única ‹valor›" (Activate · one-time fee ‹amount›)** (Owner): On Revenue AI that isn't enabled yet, opens the activation dialog with the one-time fee. - **"Religar" (Turn back on)** (Owner): On Revenue AI that was already paid for before, turns it back on with no new charge. - **"Avise-me" (Notify me)**: On upcoming modules, asks for an email when the module arrives. - **"Vamos avisar" (We will notify you)**: Appears in place of "Avise-me" (Notify me) after the request (disabled). Also appears: - Each card shows who offers the module (the dashboard's brand), the subcategory, the name, the description and the tags. - Badges: "Ativo" (Active), "Incluída no seu plano" (Included in your plan), "Em breve" (Coming soon), or the trial days of the Advanced base. - The Advanced base card is the highlight, with an illustrated mini flow; the module's price appears on the card itself when it isn't included in the plan. - Upcoming modules show "Sem preço ainda" (No price yet) and whether they come into Revenue AI with no new fee. - For anyone who isn't the Owner: "Só o responsável pela conta ativa" (Only the account owner activates). ##### "Ativar" (Activate) dialog (Revenue AI) The confirmation for a one-time-fee module. Buttons and actions: - **"Agora não" (Not now)**: Closes without activating. - **"Ativar por ‹valor›" (Activate for ‹amount›)**: Activates the module and deducts the one-time fee from the balance; on a demo account the button just says "Ativar" (Activate). Also appears: - What changes from now on: each capability with "hoje" (today) or the release in which it arrives, with no new fee. - "Taxa única de habilitação" (One-time enablement fee), "Cobrança" (Charge) (from the account balance, only once) and "Saldo disponível" (Available balance). - Without enough balance, the notice tells you to top up in "Saldo & Recargas" (Balance & top-ups) and the button stays locked. - Turn off at any time in "Módulos" (Modules); turning back on doesn't charge again and what the module saved stays in the account. ##### Screen states - Loading: Three skeleton cards. - Nothing here yet: "Nenhum módulo com esse nome" (No module with that name), suggesting you search by what you want to solve, with the "Limpar a busca" (Clear search) button. - If something goes wrong: "Não foi possível carregar os módulos" (We couldn't load the modules), saying nothing changed in the account, with the try again button. #### "Base de conhecimento avançada" (Advanced knowledge base) The "Base de conhecimento avançada" (Advanced knowledge base) screen, in "Módulos" (Modules), lets you explore the module (memory, actions and alerts), see how it looks in your "Segmento" (Industry) and activate it, turn it off or follow its plan. Address in the dashboard: `/app/modulos/base-avancada` ![Screenshot of the "Base de conhecimento avançada" (Advanced knowledge base) screen. The "Base de conhecimento avançada" (Advanced knowledge base) screen, in "Módulos" (Modules), lets you explore the module (memory, actions and alerts), see how it looks in your "Segmento" (Industry) and activate it, turn it off or follow its plan.](https://attendto.com.br/prints-do-manual/modulos--base-avancada.png) The "Base de conhecimento avançada" (Advanced knowledge base) screen in the demo account, with sample data and blurred values. How to get there: In the store, "Conhecer o módulo" (Explore the module) or the Advanced base card; inside the module, the "Plano e preço" (Plan and price) button. Opening an Advanced base screen while the module is off also brings you here. ##### Overview Buttons and actions: - **"Módulos" (Modules)**: In the breadcrumb at the top, goes back to the store. Also appears: - "Novo" (New) badge, the category and who offers the module. - The three layers: "Memória da empresa" (Company memory) (the Knowledge curator proposes facts and nothing enters without approval), "Ações no seu sistema" (Actions in your system) (queries tested before publishing; read-only by default) and "Avisos do seu sistema" (Alerts from your system) (rules like "when X arrives, do Y"). ##### "Como fica no seu segmento" (How it looks in your industry) Ready-made examples by "Segmento" (Industry), with the steps and a sample conversation. Buttons and actions: - **"Provedor de internet" (Internet provider)**: Shows the coverage-by-address example. - **"Farmácia" (Pharmacy)**: Shows the medicine stock and price example. - **"Varejo" (Retail)**: Shows the order status example. - **"Clínicas e serviços" (Clinics & services)**: Shows the available calendar example. Also appears: - The sample conversation carries the AI name of your active persona. ##### The agents this module turns on Also appears: - Knowledge curator, Actions operator and Alerts messenger, each with a record of what it did and why. - On Enterprise, the sentence says they run on your company's model, chosen in "Roteamento" (Routing). ##### Frequently asked questions Also appears: - "Preciso de programador?" (Do I need a programmer?), "A IA pode mudar algo no meu sistema?" (Can the AI change anything in my system?) and "E se o meu sistema cair?" (What if my system goes down?), with the answers. ##### Price and activation (module off) The side card with what is included and the activate button. Buttons and actions: - **"Ativar" (Activate)** (Owner): With the module included in the plan, turns on the Advanced base and opens its "Visão geral" (Overview). - **"Religar · ‹valor› do saldo" (Turn back on · ‹amount› from balance)** (Owner): When the trial was already used, turns the module back on and the subscription fee is deducted from the balance right away. Also appears: - Included in the plan: company memory with no limit on facts, queries to your system at no charge, the limit of items per sync, and Meta's cost on messages outside the 24 hours. - Not in the plan: the subscription fee, the queries included per month and the price of an extra query appear on the card; the main button starts the trial period, at no charge, and the subscription fee is only deducted from the balance at the end of it. - For anyone who isn't the Owner, the button is disabled and the text reminds them that only the account owner activates. ##### Your plan (module on) Buttons and actions: - **"Desligar" (Turn off)** (Owner): Question "Desligar a Base avançada?" (Turn off the Advanced base?): during the trial or with the module included in the plan, it turns off and nothing is charged; in a paid cycle, it stays on until the end of the cycle already paid, with no refund. - **"Manter ligada" (Keep on)** (Owner): Cancels the scheduled shutdown (nothing is charged again) or closes the confirmation. - **"Recarregar" (Top up)**: Takes you to the "Carteira" (Wallet) when there isn't enough balance for the subscription fee. - **"Assinar agora" (Subscribe now)** (Owner): During the trial, when the included queries run out and syncs pause, confirms the subscription so they come back. Also appears: - "Ativo" (Active) or trial badge, with the date the trial ends, of the next charge or of the shutdown. - "Consultas neste ciclo" (Queries this cycle): those used and those included, with the bar. - Notice "Saldo insuficiente para a mensalidade" (Insufficient balance for the subscription): the module stays on until the date shown. - For anyone who isn't the Owner: "Só o responsável pela conta liga e desliga o módulo." (Only the account owner turns the module on and off.) ##### Screen states - Loading: Skeletons of the overview and of the price card. - If something goes wrong: "Não foi possível carregar o módulo" (We couldn't load the module), saying nothing changed in the account, with the try again button. #### Revenue AI The Revenue AI screen lets you see what the Revenue AI module has running in the account and turn each of its capabilities on or off, such as the "Cliente ideal" (Ideal customer) profile and advanced Follow-up. Address in the dashboard: `/app/modulos/revenue-ai` ![Screenshot of the Revenue AI screen. The Revenue AI screen lets you see what the Revenue AI module has running in the account and turn each of its capabilities on or off, such as the "Cliente ideal" (Ideal customer) profile and advanced Follow-up.](https://attendto.com.br/prints-do-manual/modulos--revenue-ai.png) The Revenue AI screen in the demo account, with sample data and blurred values. How to get there: In the store, the active Revenue AI card ("Abrir" (Open)). Without the module active, the address goes back to the store. ##### "Cabeçalho" (Header) Buttons and actions: - **"Módulos" (Modules)**: In the breadcrumb at the top, goes back to the store. Also appears: - "Ativo" (Active) badge, the "Vendas" (Sales) category and who offers the module. ##### What is working One row per module capability, with its status, what it does and where it appears. Buttons and actions: - **"‹capacidade› ligada" (‹capability› on)** (Owner): Switch that turns the capability on or off; turning it off deletes nothing. - **"Configurar" (Configure)**: Opens the capability's section in "Configurações" (Settings) (when it needs setup, the button says what is missing). Also appears: - Summary: how many available capabilities are working right now. - Badges for each capability: "Funcionando" (Working), "Desligada por você" (Turned off by you), "Precisa configurar" (Needs setup) or "Em breve" (Coming soon) (with the release in which it arrives). - Where each capability appears and its numbers, when there are any. ##### Screen states - Loading: Skeleton rows in the module panel. - If something goes wrong: "Não foi possível carregar o painel do módulo" (Could not load the module panel), stating that nothing changed, with the "Tentar de novo" (Try again) button. - Module is not active: The screen automatically returns to the "Módulos" (Modules) store, where the module is activated. ### Step by step #### How to activate the "Base de conhecimento avançada" (Advanced knowledge base) 1. In the menu, under "Conta" (Account), open **"Módulos" (Modules)**. 2. In the highlight at the top, click **"Conhecer o módulo" (Explore the module)** (or the "Base avançada" (Advanced base) card). 3. Read what is included on the side card and, if you are the account Owner, click the activate button (**"Ativar" (Activate)**, when the module is included in your plan). 4. The panel opens the "Visão geral" (Overview) of the "Base avançada" (Advanced base); start with "Memória da empresa" (Company memory), because the Curator is already reading the conversations. #### How to turn off the "Base avançada" (Advanced base) without losing what the AI has learned 1. Open **"Módulos" (Modules)** and the "Base avançada" (Advanced base) card, or use **"Plano e preço" (Plan and price)** inside the module. 2. On the **"Seu plano" (Your plan)** card, click **"Desligar" (Turn off)**. 3. Read the confirmation: during the trial or with the module included in the plan, nothing is charged; in the paid cycle, it stays on until the end of the cycle. 4. Confirm with **"Desligar" (Turn off)**. To undo a scheduled shutdown, use **"Manter ligada" (Keep on)**. #### How to activate Revenue AI 1. In **"Módulos" (Modules)**, find the Revenue AI card (use **"Buscar módulo" (Search modules)** or the **"Disponíveis" (Available)** filter). 2. As the Owner, click the card's activate button. 3. In the dialog, check what you get today, the one-time fee and the available balance. 4. Click **"Ativar por ‹valor›" (Activate for ‹amount›)**. If you have no balance, top up in "Saldo & Recargas" (Balance & top-ups) and come back. #### How to turn a Revenue AI capability on or off 1. In **"Módulos" (Modules)**, click **"Abrir" (Open)** on the Revenue AI card. 2. In the list of what is working, use the capability's switch. 3. If the capability says **"Precisa configurar" (Needs setup)**, click its button to open the right section in "Configurações" (Settings). #### How to get notified when a new module arrives 1. In **"Módulos" (Modules)**, find the card with the **"Em breve" (Coming soon)** badge. 2. Click **"Avise-me" (Notify me)**; the button becomes **"Vamos avisar" (We will notify you)**. 3. When the module arrives, you receive an email. ### Frequently asked questions #### Who can activate or turn off a module? Only the account Owner (the person in charge). The Admin sees the store and the pages, but in place of the button the message "Só o responsável pela conta ativa" (Only the account owner activates) appears. #### What happens to what I taught if I turn off the "Base avançada" (Advanced base)? It stays saved. When you turn it back on, the facts, actions and flows are still there. #### Does turning off the "Base avançada" (Advanced base) in the middle of the month refund the subscription fee? No. In the paid cycle, it stays on until the end of the cycle already paid and does not renew. During the trial period, or when the module is included in your plan, it turns off with no charge. #### Does turning Revenue AI back on charge the fee again? No. The activation fee is one-time: once paid, the button becomes "Religar" (Turn back on) and turns it on with no new charge. #### Why don't I see "Módulos" (Modules) in the menu? The agent does not see the item. In accounts where the module store is not released, the modules are in "Configurações" (Settings). #### Where do I see a module's price? On the store card itself and on the side card of the module page, before you confirm. When the "Base avançada" (Advanced base) is included in your plan, the card says so in place of the price. How people search: module store; activate advanced knowledge base; turn off module; activate revenue ai; account add-ons; whatsapp ai add-on; coming soon module notify me; turn module back on; revenue ai capabilities. ## Integrations: receive leads via API, notify your CRM by webhook, and send conversions back to Meta URL: https://attendto.com.br/en/manual/integracoes Menu: Account > "Integrações" (Integrations) The Integrations area of the dashboard is for connecting the dashboard to the company's other systems: receiving leads via API with an automatic first contact on WhatsApp, notifying your CRM by webhook at every step of the lead, sending funnel conversions back to Meta ads, and receiving sales orders. When it appears: The "Integrações" (Integrations) item appears for the Owner and the account Admin. "Entrada de leads" (Lead intake), "Webhooks", "Entregas" (Deliveries), and "Pedidos" (Orders) exist on every account; the automatic first contact needs a connected WhatsApp account and a message template approved by Meta. The "Conversões" (Conversions) tab may warn that it is not yet available on the account. The shortcut to inbound webhooks only appears with the "Base avançada" (Advanced base) module active. ### Who can use it - Owner: Does everything: creates, edits, pauses, reactivates, and deletes integrations, generates keys, sends a test lead, adjusts and saves the first contact, creates and tests webhooks, views and resends deliveries, connects and turns on Meta conversions, and generates the orders key. - Admin: Sees the integrations, the numbers, the intake log, each intake's drawer, and the first-contact screen, but without the buttons to create, edit, pause, generate a key, or send a test, and without the save bar on the first contact. On the Webhooks and Deliveries tabs, sees the notice that they belong to the account Owner. In Conversions, sees the configuration and the log, but cannot turn sending on, change the token, or send a test. - Agent: Does not see Integrations in the menu: this area's data is closed to the agent role, and the first-contact screen leads to the access-denied screen. ### Screens #### "Integrações" (Integrations) The Integrations screen is for bringing together, in five tabs, everything that connects the dashboard to other systems: Lead intake, Webhooks, Deliveries, Conversions, and Orders. Address in the dashboard: `/app/integracoes` ![Screenshot of the "Integrações" (Integrations) screen. The Integrations screen is for bringing together, in five tabs, everything that connects the dashboard to other systems: Lead intake, Webhooks, Deliveries, Conversions, and Orders.](https://attendto.com.br/prints-do-manual/integracoes--visao-geral.png) The "Integrações" (Integrations) screen in the demo account, with sample data and blurred values. How to get there: Through the "Integrações" (Integrations) item in the ACCOUNT group of the side menu. Each tab has its own URL: opening Integrations with the tab at the end of the URL (entrada, webhooks, entregas, conversoes, or pedidos) shows the right tab, and refreshing the page returns to the same tab. The bell notice about a paused webhook also leads straight to the Webhooks tab. ##### Screen header The title, the supporting sentence, and the buttons that change depending on the open tab. Buttons and actions: - **"Documentação da API" (API documentation)**: On the "Entrada de leads" (Lead intake) tab, opens the "API de entrada de leads" (Lead intake API) documentation to hand to whoever programs your system. Depending on the dashboard URL, it opens in a new tab or inside the dashboard itself. - **"Nova integração" (New integration)** (Owner): On the "Entrada de leads" (Lead intake) tab, opens the four-step wizard that creates an integration and shows its key only once. - **"Como receber" (How to receive)** (Owner): On the Webhooks tab, scrolls to the "Para quem vai programar o recebimento" (For whoever will program the receiving end) card; with no webhook created, opens the webhooks guide in the "Central de ajuda" (Help center). - **"Novo webhook" (New webhook)** (Owner): On the Webhooks tab, opens the form to register an endpoint (URL) that will receive the notices. - **"Ver os webhooks" (View webhooks)** (Owner): On the "Entregas" (Deliveries) tab, goes back to the Webhooks tab. - **"Como funciona" (How it works)**: On the "Conversões" (Conversions) tab, opens the conversions guide in the "Central de ajuda" (Help center). Also appears: - Title "Integrações" (Integrations) and the sentence "Receber leads, avisar seus sistemas e medir anúncios" (Receive leads, notify your systems, and measure ads). - The buttons in the right corner depend on the tab: "Entrada de leads" (Lead intake), Webhooks, "Entregas" (Deliveries), and "Conversões" (Conversions) have their own buttons; "Pedidos" (Orders) has none. ##### Screen tabs The row of tabs that switches the content without leaving the screen. Buttons and actions: - **"Entrada de leads" (Lead intake)**: Shows the integrations that receive leads through the API, with the number of integrations next to the name. - **Webhooks**: Shows the endpoints (URLs) that receive notifications from the dashboard, with the number of webhooks next to the name (Owner only). - **"Entregas" (Deliveries)**: Shows the log of everything sent to your systems through webhooks. - **"Conversões" (Conversions)**: Shows the setup and the log of conversions sent back to Meta ads. It carries the "Novo" (New) badge. - **"Pedidos" (Orders)**: Shows the key and the example for your system to send sales orders. Also appears: - With focus on a tab, the right and left arrow keys move to the neighboring tab. - On a narrow screen, the row of tabs scrolls by itself to the chosen tab. ##### "Pedidos" (Orders) tab Receives sales from your ERP, online store, or another system to feed the RFV of the "Monitor de sucesso" (Success monitor). Fields and filters: - **"URL de ingestão" (Ingestion URL)**: The endpoint (URL) your system sends orders to, with a copy button beside it. - **"Chave de API (X-Api-Key)" (API key (X-Api-Key))**: The account key for orders, shown masked. With no key, it shows "Nenhuma chave gerada" (No key generated). - **"Exemplo (curl)" (Example (curl))**: A ready-made example of sending an order, with the key in the right place once it is generated. Buttons and actions: - **"Gerar chave" (Generate key)**: Creates the first orders key and shows the full key only once, with a notice to copy it right away. - **"Gerar nova chave" (Generate new key)**: Creates a new key right away, without asking for confirmation, and the previous one stops working immediately. - **"Copiar" (Copy)**: Copies the endpoint (URL), the newly generated key, or the example. - **"Ver o guia passo a passo" (View the step-by-step guide)**: Opens the orders integration guide in a new tab. It only appears when the dashboard is on the platform's address. Also appears: - "Receber pedidos" (Receive orders) card: your system pushes sales and feeds the RFV of the "Monitor de sucesso" (Success monitor). - The order is accepted again without being duplicated when it arrives with the same external ID; it is matched to the contact by phone number or email. - If the key does not load, the screen shows "Não foi possível carregar a sua chave de API" (Could not load your API key) and hides the generate button, so nobody accidentally replaces the key in use. ##### Screen states - Loading: Each tab shows gray blocks shaped like the content while the data arrives. - If something goes wrong: Each tab has its own failure message, always with the "Tentar de novo" (Try again) button; leads, notifications, and conversions keep working, only the screen did not load. #### "Entrada de leads" (Lead intake) The "Entrada de leads" (Lead intake) tab is for creating integrations that receive leads from other systems through the API, tracking each lead that arrived, and testing the path to the first contact on WhatsApp. Address in the dashboard: `/app/integracoes/entrada` ![Screenshot of the "Entrada de leads" (Lead intake) screen. The "Entrada de leads" (Lead intake) tab is for creating integrations that receive leads from other systems through the API, tracking each lead that arrived, and testing the path to the first contact on WhatsApp.](https://attendto.com.br/prints-do-manual/integracoes--entrada-de-leads.png) The "Entrada de leads" (Lead intake) screen in the demo account, with sample data and blurred values. How to get there: "Integrações" (Integrations), "Entrada de leads" (Lead intake) tab (the tab that opens by default). The "Ver entradas" (View entries) button on the "Primeiro contato automático" (Automatic first contact) screen goes back to this tab with the integration already chosen and scrolls to the log. ##### Opening banner The explanation of the lead's path, which can be hidden. Buttons and actions: - **"Entendi" (Got it)**: Hides the opening banner. The dashboard remembers the choice for your user in this browser. Also appears: - Title "Receba leads de qualquer sistema e responda em segundos" (Receive leads from any system and reply in seconds). - The lead's path in six steps: "Seu sistema" (Your system), "Entrada de leads" (Lead intake), "Primeiro contato" (First contact), "IA qualifica" (AI qualifies), "Rodízio" (Round-robin), and "Atendente" (Agent). ##### Your integrations The grid with one card per integration and the numbers for the last 7 days. Buttons and actions: - **"Ver entradas" (View entries)**: Selects the integration and scrolls to the "Últimos leads recebidos" (Latest leads received) list. - **"Editar" (Edit)** (Owner): Opens the integration wizard with the current data to change the name, source, legal basis, first contact, and destination. It does not appear on the internal integration. - **"Mais" (More)** (Owner): Opens the integration menu. The up and down arrows move between items; Esc closes it and returns focus to the button. - **"Pausar" (Pause)** (Owner): In the "Mais" (More) menu, pauses the integration: submissions from your system are rejected until you reactivate it. On the internal integration, orders enter the CRM with no first contact. - **"Reativar" (Reactivate)** (Owner): In the "Mais" (More) menu, resumes accepting leads for the paused integration. - **"Gerar nova chave" (Generate new key)** (Owner): In the "Mais" (More) menu, opens the confirmation to change the integration key. - **"Excluir" (Delete)** (Owner): In the "Mais" (More) menu, opens the confirmation to delete the integration. Also appears: - Each card shows the name, the source, the creation date, and the "Ativa" (Active) or "Pausada" (Paused) badge. - The key appears masked, with when it was last used or that it has not been used yet. An internal integration, created by the platform itself for a website form, appears as "Sem chave" (No key). - Numbers for the last 7 days: "Recebidos" (Received), "Novos" (New), "Já existiam" (Already existed), and "Recusados" (Rejected) (in red when there are rejections). - When the system sent the same lead again, the card shows how many repeated resends were ignored, at no cost. - The first contact line says whether it is on, with the message template and who is charged for the send; stopped, with the reason in red; or off, when the AI only speaks after the lead writes. - Clicking any part of the card that is not a button selects the integration and changes the detail shown below the grid. ##### Details of the selected integration The detail header, with the integration name and its live status. Also appears: - Above the name, the "Receber leads por API" (Receive leads via API) tag (or the source form, on the internal integration). - Live badge: "Recebendo" (Receiving), with the time of the last lead or no lead yet; or "Pausada" (Paused), submissions are rejected. ##### How to connect Everything the person who maintains your system needs to send leads. Fields and filters: - **"Endereço do envio" (Delivery URL)**: The endpoint (URL) your system sends each lead to. It appears on the screen and in the documentation. - **"Chave da integração" (Integration key)**: The masked key, showing only the beginning and the end. It goes in the X-Api-Key header of each submission; the full key only appears when it is created. - **"Exemplo de envio" (Sample request)**: A ready-made example in three tabs: JSON, cURL, and the "Resposta" (Response) your system receives. Buttons and actions: - **"Copiar endereço do envio" (Copy delivery URL)**: Copies the submission endpoint (URL). - **"Gerar nova" (Generate new)** (Owner): Opens the confirmation to generate a new key for this integration. - **JSON**: Shows the example of the lead body. - **cURL**: Shows the full call example, ready to test in the terminal. - **"Resposta" (Response)**: Shows what your system receives back when the lead is accepted. - **"Copiar o exemplo" (Copy the example)**: Copies the example from the open tab. - **"Receber no formato do seu sistema" (Receive in your system's format)** (Owner): Opens the dialog to map the fields of your system's own format to the dashboard fields. - **"Documentação completa" (Full documentation)**: Opens the "API de entrada de leads" (Lead intake API) documentation. Also appears: - Warning "Use a chave só de servidor para servidor: nunca coloque a chave no código do site ou do aplicativo" (Use the key only from server to server: never put the key in the code of the website or the app). - On the internal integration, in place of this card, "Como os pedidos chegam" (How orders arrive) appears, with the source page, the legal basis, and the message template used, with no key or API. ##### Latest leads received The log of the integration's entries, which updates by itself. Fields and filters: - **"Todos" (All)**: Filter by status, with the count for each group: "Todos" (All), "Novos" (New), "Contatados" (Contacted), "Responderam" (Replied), and "Com problema" (With issues). Buttons and actions: - **"Novos" (New)**: Shows only the new leads. - **"Contatados" (Contacted)**: Shows the leads that received the first contact. - **"Responderam" (Replied)**: Shows the leads that replied to the first contact. - **"Com problema" (With issues)**: Shows the entries that were rejected, blocked, without balance, or with a sending failure. - **"Carregar mais" (Load more)**: Brings in the oldest entries in the list. - **"Ver todas" (View all)**: When a filter has no results, goes back to the "Todos" (All) filter. - **"Reativar integração" (Reactivate integration)** (Owner): Appears when the integration is paused and nothing arrived in the last 7 days; reactivates the integration right there. Also appears: - Each row shows the lead's name (or "Entrada recusada" (Rejected entry)), the phone number, the trail of what happened, the reason when there is one, the status, and the time. - The statuses are written in Portuguese and color-coded: "novo" (new), "agendado" (scheduled), "na fila" (in queue), "contatado" (contacted), "respondeu" (replied), "sem envio" (not sent), "bloqueado" (blocked), "não confirmado" (not confirmed), "falhou" (failed), "sem saldo" (no balance), and "recusado" (rejected). - The test lead has the "Teste" (Test) badge. - Rows that arrive while the screen is open appear highlighted and are announced to the screen reader. - The footer says how many entries are in view out of the total for the last 7 days. ##### Entry drawer Opens when you click a lead's name in the log and shows everything that arrived. Buttons and actions: - **"Reenviar primeiro contato" (Resend first contact)**: Appears when the submission can be repeated. Shows the confirmation with who is charged for the new send and, if the message may have already arrived, asks you to check the Inbox first. - **"Reenviar agora" (Resend now)**: Confirms the resend: the message goes out to the lead within seconds. - **"Cancelar" (Cancel)**: Cancels the resend. - **"Abrir conversa" (Open conversation)**: Opens the lead's conversation in the Inbox. - **"Abrir ficha do lead" (Open lead record)**: Opens the lead's record in the CRM. - **"Entendi" (Got it)**: Closes the drawer of a rejected entry. Also appears: - Badges for the result and the status; when there is a problem, a notice with the reason and what to do. - "Origem" (Source): platform, campaign, ad set, ad, and the ID in your system. - "Dados recebidos" (Data received): the extra fields the system sent; sensitive data appears hidden. - "Base legal" (Legal basis): which one it was, where it came from, and the proof of consent, when there is one. - "Linha do tempo" (Timeline): each step of the first contact, with the time. - The rejected entry shows only the reason, the source, and the ID. ##### "Enviar lead de teste" (Send test lead) Sends a real lead through the integration, marked as a test, and shows each step as it happens. Fields and filters: - **"Seu celular" (Your mobile number)** (required): Appears with the switch on: the phone number with area code that receives the message the way the lead receives it. Buttons and actions: - **"Mandar o primeiro contato para o meu WhatsApp" (Send the first contact to my WhatsApp)**: Turns on sending the test's first contact to your mobile phone. It uses one send of the message template, with the template's cost when the account debits from the balance. - **"Enviar lead de teste" (Send test lead)**: Sends the test. After the first one, the button reads "Enviar outro teste" (Send another test). Also appears: - Steps tracked live: "Requisição recebida" (Request received), "Lead criado e marcado como teste" (Lead created and marked as test), "Primeiro contato enviado" (First contact sent), and "Entregue no seu WhatsApp" (Delivered to your WhatsApp). - When the message does not go out, the step says "Nada foi cobrado" (Nothing was charged) and what is left to do. - Below the steps appears the "Resposta da API" (API response), line by line. - With the integration paused, the test warns that you must reactivate it first. - Only appears for the Owner, and does not appear on the internal integration with no first contact. ##### "Primeiro contato automático" (Automatic first contact) The summary of the integration's first contact, next to the log. Buttons and actions: - **"Ajustar primeiro contato" (Adjust first contact)**: Opens the "Primeiro contato automático" (Automatic first contact) screen for this integration. Also appears: - "Ligado" (On) or "Desligado" (Off) badge. - Message template with name and category, "Custo" (Cost), "Horário" (Schedule), "Teto por dia" (Daily cap), "Teto do mês com modelos pagos" (Monthly cap with paid templates), and "Recontato" (Re-contact). - Last 7 days: how many replied out of how many received the message, with the rate bar. ##### Default legal basis Why you can contact the leads of this integration. Also appears: - Shows the basis chosen in the wizard and its summary; if the system sends the legal basis of each lead, the lead's own applies. - With no default basis, "Sem base legal padrão" (No default legal basis) appears: each lead must bring the basis in the legal_basis field, or it is rejected. ##### "Nova integração" (New integration) dialog The wizard in four steps: "Nome e origem" (Name and source), "Base legal" (Legal basis), "Primeiro contato" (First contact), and "Destino" (Destination). The same dialog opens as "Editar integração" (Edit integration). Fields and filters: - **"Nome da integração" (Integration name)** (required): A name to recognize the integration later; only you and your team see it. Enter in the field moves to the next step. - **"De onde vêm esses leads?" (Where do these leads come from?)**: The source: "Anúncios da Meta" (Meta ads), "Outra plataforma de anúncios" (Other ad platform), "Formulário do site" (Website form), "Portal ou marketplace" (Portal or marketplace), or "Outro sistema" (Other system). Each choice shows an explanation. - **"Por que você pode falar com essas pessoas?" (Why can you contact these people?)** (required): The legal basis: "Pediram para eu entrar em contato" (They asked me to contact them), which carries the note "Recomendado para anúncio" (Recommended for ads); "São meus clientes" (They are my customers); or "Já coletei o consentimento deles" (I have already collected their consent). The declaration is recorded with your name, the date, and the time on each lead. - **"Conta do WhatsApp" (WhatsApp account)**: The WhatsApp account that sends the first contact; only active accounts appear. - **"Modelo aprovado" (Approved template)**: The template approved by Meta used in the first message. A template with media in the header or without a confirmed price appears disabled, with the reason. - **"Teto por dia" (Daily cap)**: How many first messages this integration sends per day at most. - **"Quadro do Funil" (Pipeline board)**: The board where the lead's card is created; the default comes marked. - **"Coluna de entrada" (Entry column)**: The board column where the card is created. - **"Etiquetas automáticas" (Automatic tags)**: Tags that every lead from this integration gets. A suggestion based on the source is already filled in; Enter adds one, Backspace in the empty field removes the last. Buttons and actions: - **"Anúncios da Meta" (Meta ads)**: Chooses the "Anúncios da Meta" (Meta ads) source (the campaign, the ad set, and the ad come along). - **"Outra plataforma de anúncios" (Other ad platform)**: Chooses the source for ad forms from another platform. - **"Formulário do site" (Website form)**: Chooses the source for your website or launch page form. - **"Portal ou marketplace" (Portal or marketplace)**: Chooses the source for portals and marketplaces in your industry. - **"Outro sistema" (Other system)**: Chooses any other system that makes an HTTP call. - **"Mandar a primeira mensagem sozinho pelo WhatsApp" (Send the first message automatically on WhatsApp)**: In step 3, turns the automatic first contact on or off. It is locked with the "São meus clientes" (They are my customers) basis, with no connected WhatsApp account, or when it is not possible to confirm who pays for the send. - **"Este sistema pode atualizar as etapas do funil" (This system can update pipeline stages)**: In step 4, lets the integration key change the lead's stage, including sale and loss. A sale marked by the system also goes to the Meta conversions. - **"Receber no formato do seu sistema" (Receive in your system's format)**: In step 4, opens the custom format dialog; the format is saved with the integration. - **"Voltar" (Back)**: Goes back to the previous step. - **"Continuar" (Continue)**: Checks the step and moves on. With no name, no legal basis, or no template while first contact is on, it shows the error on the field. - **"Criar integração" (Create integration)**: In step 4, creates the integration and shows the "Integração criada" (Integration created) screen. - **"Salvar alterações" (Save changes)**: When editing, saves only what changed; it applies to the next leads, and the stage permission applies immediately. - **"Copiar a chave" (Copy the key)**: On the "Integração criada" (Integration created) screen, copies the key, which does not appear again. - **"Copiar o endereço" (Copy the address)**: On the "Integração criada" (Integration created) screen, copies the submission endpoint (URL). - **"Enviar lead de teste" (Send test lead)**: On the "Integração criada" (Integration created) screen, closes the wizard and immediately runs the integration test. - **"Concluir" (Finish)**: Closes the wizard and opens the details of the integration that was created. Also appears: - In step 3, the WhatsApp message preview and the cost strip: who is charged (the platform, debiting from the balance before each send, or Meta, directly on the WhatsApp account's card) and the maximum per day with the chosen cap. - The sending schedule comes from the account and is adjusted later, on the "Primeiro contato automático" (Automatic first contact) screen. - With the "São meus clientes" (They are my customers) basis, first contact stays off: a marketing message to a contract customer requires their consent. ##### "Receber no formato do seu sistema" (Receive in your system's format) dialog Maps the fields of a real example from your system to the dashboard fields. Fields and filters: - **"Exemplo do seu sistema" (Example from your system)**: Paste a complete example of the JSON your system sends; the dialog already opens with an example and reads the fields. - **"Campos encontrados" (Fields found)**: One row per field in the example, with the choice of destination: "Não usar" (Don't use), "Nome" (Name), "Telefone" (Phone), "E-mail" (Email), "ID no seu sistema" (ID in your system), "Campanha de anúncio" (Ad campaign), "Conjunto" (Ad set), "Anúncio" (Ad), or "Dado recebido" (Data received). Buttons and actions: - **"Encontrar campos" (Find fields)**: Reads the pasted example and suggests the destination for each field. - **"Salvar formato" (Save format)**: Saves the format: the integration starts accepting one lead per submission in that format. It requires some field mapped to "Telefone" (Phone). - **"Cancelar" (Cancel)**: Closes without saving. Also appears: - This is how the lead would look: the preview with "Nome" (Name), "Telefone" (Phone), "E-mail" (Email), "ID no seu sistema" (ID in your system), "Origem" (Source), and the data received. - With no phone mapped, a warning appears that the lead would be rejected. ##### "Gerar nova chave?" (Generate new key?) dialog Confirms the change of the integration key and shows the new key only once. Buttons and actions: - **"Gerar nova chave" (Generate new key)**: Generates the new key; the current one stops working immediately. - **"Copiar a chave nova" (Copy the new key)**: Copies the new key to paste into your system. - **"Já guardei a chave" (I've saved the key)**: Closes the dialog and reminds you to change the key in your system. - **"Cancelar" (Cancel)**: Keeps the current key. Also appears: - Until the new key is changed in the system, its submissions are rejected; the leads that have already arrived remain in the dashboard. ##### "Excluir esta integração?" (Delete this integration?) dialog Confirms deleting the integration. Buttons and actions: - **"Excluir integração" (Delete integration)**: Deletes it: the key stops working immediately. The leads and entries that have already arrived remain in the dashboard. - **"Cancelar" (Cancel)**: Cancels the deletion. ##### Screen states - Loading: Three gray cards in the grid and two detail blocks while the integrations arrive. - Nothing here yet: "Receba leads de qualquer sistema" (Receive leads from any system): the explanation, the "Nova integração" (New integration) button (Owner only), and the "Ver a documentação" (View the documentation) button. In the log, "Esperando o primeiro lead" (Waiting for the first lead) until the first one arrives. - If something goes wrong: "Não conseguimos carregar as integrações agora" (We couldn't load the integrations right now), with "Tentar de novo" (Try again); leads keep arriving normally. - Paused integration with nothing in the last 7 days: Nothing arrived in the last 7 days, with the "Reativar integração" (Reactivate integration) button. - Log filter with no results: "Nenhuma entrada com esta situação" (No entries with this status), with the "Ver todas" (View all) button. - First contact stopped: The integration card shows "Primeiro contato parado" (First contact stopped), in red, with the reason. #### "Primeiro contato automático" (Automatic first contact) The "Primeiro contato automático" (Automatic first contact) screen is for turning on and adjusting the first message that goes out by itself on WhatsApp when a lead arrives through an integration: account, approved message template, variables, schedule, re-contact, daily cap, and cost. Address in the dashboard: `/app/integracoes/entrada/‹…›/primeiro-contato` ![Screenshot of the "Primeiro contato automático" (Automatic first contact) screen. The "Primeiro contato automático" (Automatic first contact) screen is for turning on and adjusting the first message that goes out by itself on WhatsApp when a lead arrives through an integration: account, approved message template, variables, schedule, re-contact, daily cap, and cost.](https://attendto.com.br/prints-do-manual/integracoes--primeiro-contato.png) The "Primeiro contato automático" (Automatic first contact) screen in the demo account, with sample data and blurred values. How to get there: In "Integrações" (Integrations), "Entrada de leads" (Lead intake) tab, choose the integration and click "Ajustar primeiro contato" (Adjust first contact). Who uses it: Owner, Admin. ##### Breadcrumb and header Where you are and the shortcut to the integration's log. Buttons and actions: - **"Integrações" (Integrations)**: In the breadcrumb, goes back to the "Entrada de leads" (Lead intake) tab. - **"Ver entradas" (View entries)**: Goes back to the "Entrada de leads" (Lead intake) tab with the integration chosen and scrolls to the log. Also appears: - Breadcrumb: "Integrações" (Integrations), "Entrada de leads" (Lead intake), and the integration name. - Above the title, the integration name. ##### Insufficient balance notice Appears when there are leads waiting for the first message because of insufficient balance. Buttons and actions: - **"Recarregar saldo" (Top up balance)**: Opens the "Carteira" (Wallet) to top up. Also appears: - "O primeiro contato parou: saldo insuficiente" (First contact stopped: insufficient balance), with how many leads are waiting. When you top up, the messages go out by themselves to those who arrived in the last 24 hours. ##### Numbers for the last 7 days Also appears: - "Enviados · 7 dias" (Sent · 7 days), with the change compared to the previous week. - "Responderam" (Replied), with the percentage of contacted leads who replied and were taken over by the AI. - "Até a mensagem" (Time to message): the typical time between the lead arriving and the message going out. - "Gasto · 7 dias" (Spend · 7 days): what was charged during the week, or the notice that Meta charges on the WhatsApp account. ##### "Mandar a primeira mensagem sozinho" (Send the first message automatically) The overall switch for this integration's first contact. Buttons and actions: - **"Mandar a primeira mensagem sozinho" (Send the first message automatically)** (Owner): Turns automatic sending on or off. When off, the AI only speaks when the lead writes, and the settings below are dimmed. Also appears: - On the internal integration with no first contact, the sentence says that the sales team is the one who reaches out, and the switch is locked. - With no WhatsApp account connected, the notice appears with the link to "Conexões" (Connections). ##### Account and template The WhatsApp account and the message templates approved by Meta on this account. Fields and filters: - **"Conta do WhatsApp" (WhatsApp account)**: The account that sends; the list shows when it is the default and when it is your own account (Meta charges directly). Switching accounts refreshes its templates. - **"Modelo aprovado" (Approved template)**: One card per template, with title, technical name, category, the text, and who is charged. A template that cannot go out as the first contact appears dimmed, with the reason. Buttons and actions: - **"Atualizar" (Refresh)**: Fetches the list of templates approved on Meta again. - **"Criar modelo" (Create template)**: Opens the creation of a message template, when the account has none approved. - **"Atualizar lista" (Refresh list)**: Fetches the templates again, on the empty list. - **"Tentar de novo" (Try again)**: Retries the template refresh when it failed; first contact continues with the chosen template. Also appears: - "Lista atualizada com a Meta" (List updated with Meta) line, with how long ago. - When the chosen template was paused or deleted on Meta, "O primeiro contato parou" (First contact stopped) appears, with the reason. - On the internal integration, the card only shows the account, the template, and what goes in each placeholder, with a badge saying they are set by the form: they cannot be changed on this screen. ##### What goes in each message placeholder Appears when the template has variables: each numbered placeholder becomes a piece of lead data. Fields and filters: - **"Preencher ‹n› com" (Fill ‹n› with)**: The data that goes in the placeholder: "Primeiro nome" (First name), "Nome completo" (Full name), "Nome da empresa" (Company name), "Nome da persona" (Persona name), "Nome da campanha de anúncio" (Ad campaign name), or "Campo recebido" (Received field). - **"Se faltar, usar" (If missing, use)**: The text used when the lead does not have the data. If left blank, the message does not go out to anyone without the data, and the reason is recorded in the log. - **"Nome do campo recebido" (Received field name)**: With "Campo recebido" (Received field), the key your system sends inside fields. Also appears: - With the campaign name, a warning reminds you that the lead sees that text: use it only if it is presentable. ##### Sending rules So the message arrives at the right time, to the right person, without wasting money. Fields and filters: - **"Das" (From)**: The sending start hour, from 5h to 14h. - **"às" (to)**: The sending end hour, from 16h to 23h. The account's time zone appears next to it. - **"Teto por dia" (Daily cap)**: Messages per day on this integration, from 1 to 5,000. Once the cap is passed, the rest goes out the next day and you get a notice. Buttons and actions: - **"‹n› dias" (‹n› days)**: Chooses for how many days the same person does not receive another first message: 15, 30, 60, or 90 days, from any integration. - **"Diminuir o teto em 50" (Decrease the cap by 50)**: Lowers the daily cap by 50. - **"Aumentar o teto em 50" (Increase the cap by 50)**: Raises the daily cap by 50. - **"Ajustar" (Adjust)**: Opens the billing section of "Configurações" (Settings), where the monthly cap is. Also appears: - Only for those who have a legal basis and "Nunca interrompe o seu time" (Never interrupts your team): rules with the "Sempre ligada" (Always on) badge. - The 24-hour bar shows the chosen schedule and the current time; the sentence below says whether a lead who arrives now receives the message within seconds or at what time. - "Teto do mês com modelos pagos" (Monthly cap with paid templates): applies to the whole account, adding up first contacts and cadences, with a bar showing how much has been used. - Warning that marketing messages in high volume can lower the number's quality on Meta. ##### How the lead receives it The message preview on WhatsApp with a sample lead. Buttons and actions: - **"Lead sem nome" (Lead without a name)**: Switches the preview to a sample lead with no name, to see the text for when the data is missing. - **"Ver a IA assumir a conversa" (Watch the AI take over the conversation)**: Simulates the lead replying and the AI taking over the conversation. The reply shown is illustrative. Afterward it becomes "Recomeçar a prévia" (Restart the preview). Also appears: - The bubble with the placeholders already filled in and the template buttons. - With first contact off, the preview is covered by the "Primeiro contato desligado" (First contact off) notice. - When the message would not go out for the sample lead, the warning appears with the missing data. ##### Cost per send The template's price on this account and how much the balance covers. Fields and filters: - **"Leads por mês" (Leads per month)**: A slider to simulate the month's volume; it opens near what arrived last month through this integration. Also appears: - The amount per lead, debited before each send; if Meta rejects it right away, the amount returns to the balance. - Monthly estimate and the maximum per day with the chosen cap. - Current balance and for about how many days it lasts at the estimated pace, counting the month's included allowance. - On your own WhatsApp account, the card says there is no platform cost: Meta charges according to its own price list. ##### Unsaved changes bar Appears pinned to the bottom of the screen when something has changed. Buttons and actions: - **"Salvar" (Save)** (Owner): Saves the first contact; it applies to the next leads of this integration. - **"Descartar" (Discard)** (Owner): Goes back to what was saved. ##### Screen states - Loading: Gray numbers and cards with the integration name still blank. - If something goes wrong: "Não conseguimos carregar o primeiro contato agora" (We couldn't load the first contact right now), with "Tentar de novo" (Try again); leads keep receiving the message normally. - The integration was deleted: "Esta integração não existe mais" (This integration no longer exists), with the "Ver integrações" (View integrations) button. - The account has no approved template: "Nenhum modelo aprovado nesta conta" (No approved template on this account), with "Criar modelo" (Create template) and "Atualizar lista" (Refresh list). - The person opening it is an Admin: Everything appears, but the switch and the settings are locked and the save bar does not appear. #### "API de entrada de leads" (Lead intake API) The "API de entrada de leads" (Lead intake API) screen is the documentation, inside the dashboard, for whoever programs the system that will send leads: authentication, fields, source, legal basis, responses, errors, and rejection reasons. Address in the dashboard: `/app/integracoes/documentacao` ![Screenshot of the "API de entrada de leads" (Lead intake API) screen. The "API de entrada de leads" (Lead intake API) screen is the documentation, inside the dashboard, for whoever programs the system that will send leads: authentication, fields, source, legal basis, responses, errors, and rejection reasons.](https://attendto.com.br/prints-do-manual/integracoes--documentacao-da-api.png) The "API de entrada de leads" (Lead intake API) screen in the demo account, with sample data and blurred values. How to get there: Through the "Documentação da API" (API documentation), "Documentação completa" (Full documentation), and "Ver a documentação" (View the documentation) buttons on the "Entrada de leads" (Lead intake) tab, when the dashboard is on a custom-brand address; on the platform's address, the same buttons open the public page in a new tab. ##### Top of the documentation Buttons and actions: - **"Enviar o primeiro lead" (Send the first lead)**: Jumps to the "Enviar leads" (Send leads) section. - **"Ver os campos" (View fields)**: Jumps to the "Campos do lead" (Lead fields) section. Also appears: - Badge "Documentação da API · versão 1" (API documentation · version 1), the update date, and the badges "Chave por integração" (Key per integration), JSON · UTF-8, and "Mensagens em português" (Messages in Portuguese). - An example of a sent lead being typed out live, with the lead-created response. - The API endpoint (URL) is your account's own and appears in the examples on the screen itself. ##### "Nesta página" (On this page) The table of contents that follows your reading, with a progress bar at the top. Buttons and actions: - **"Voltar ao topo" (Back to top)**: Goes back to the top of the documentation. Also appears: - "Começando" (Getting started): "Visão geral" (Overview), "Autenticação" (Authentication), and "Enviar leads" (Send leads). - "Referência" (Reference): "Campos do lead" (Lead fields), "Origem do anúncio" (Ad source), "Base legal (LGPD)" (Legal basis (LGPD)), "Primeiro contato" (First contact), "Resposta" (Response), "Erros" (Errors), "Motivos de recusa" (Rejection reasons), and "Atualizar a etapa" (Update the stage). - "Boas práticas" (Best practices): "Repetidos e reenvio" (Duplicates and resending), "Limites" (Limits), "Formato do seu sistema" (Your system's format), and "Depois que o lead entra" (After the lead enters). - On a narrow screen, the table of contents becomes a list that opens and closes. - Each section title has a button that copies the direct link to it. ##### Code examples Buttons and actions: - **cURL**: Shows the submission in cURL. - **JavaScript**: Shows the submission in JavaScript. - **Python**: Shows the submission in Python. - **PHP**: Shows the submission in PHP. - **"Tudo certo" (All good)**: Shows the response for when the lead was accepted. - **"Com recusa" (Rejected)**: Shows the response with a rejected lead and the reason. - **"Chave inválida" (Invalid key)**: Shows the invalid key response. - **"Muitas chamadas" (Too many requests)**: Shows the response for when the system makes too many calls. - **"Copiar o endereço" (Copy the address)**: Copies the submission endpoint (URL). - **"Copiar os cabeçalhos" (Copy the headers)**: Copies the authentication headers. - **"Copiar o exemplo" (Copy the example)**: Copies the example in the open language. - **"Copiar o lead completo" (Copy the full lead)**: Copies the lead example with all the fields. - **"Copiar a resposta" (Copy the response)**: Copies the open response. - **"Copiar o exemplo de atualizar a etapa" (Copy the update-stage example)**: Copies the example of a stage change made by your system. ##### Was this page helpful? Fields and filters: - **"O que faltou?" (What was missing?)**: After "Não" (No), a field to tell what you were looking for and did not find. Buttons and actions: - **"Sim" (Yes)**: Records that the page was helpful. - **"Não" (No)**: Opens the "O que faltou?" (What was missing?) field. - **"Enviar" (Send)**: Sends the comment; the team reads every message. - **"Abrir Integrações no painel" (Open Integrations in the dashboard)**: At the end of the page, goes back to the "Entrada de leads" (Lead intake) tab. #### "Webhooks de saída" (Outbound webhooks) The "Webhooks de saída" (Outbound webhooks) screen is the documentation, inside the dashboard, for whoever programs the receiving of notifications: how to receive, how to verify the signature, the envelope, the events, the headers, retries, and automatic pause. Address in the dashboard: `/app/integracoes/documentacao/webhooks` ![Screenshot of the "Webhooks de saída" (Outbound webhooks) screen. The "Webhooks de saída" (Outbound webhooks) screen is the documentation, inside the dashboard, for whoever programs the receiving of notifications: how to receive, how to verify the signature, the envelope, the events, the headers, retries, and automatic pause.](https://attendto.com.br/prints-do-manual/integracoes--documentacao-dos-webhooks.png) The "Webhooks de saída" (Outbound webhooks) screen in the demo account, with sample data and blurred values. How to get there: Through the "Documentação dos webhooks" (Webhooks documentation) button on the "Para quem vai programar o recebimento" (For whoever will program the receiving end) card, on the Webhooks tab, when the dashboard is on a custom-brand address; on the platform's address, the button opens the public page in a new tab. ##### Top of the documentation Buttons and actions: - **"Conferir a assinatura" (Verify the signature)**: Jumps to the section that explains how to verify the notification's signature. - **"Ver os eventos" (View events)**: Jumps to the list of events. Also appears: - Badge "Documentação dos webhooks · versão 1" (Webhooks documentation · version 1), the update date, and the badges for events, JSON · UTF-8, and signature. - An example of a qualified lead notification arriving at your system. ##### "Nesta página" (On this page) Buttons and actions: - **"Voltar ao topo" (Back to top)**: Goes back to the top of the documentation. - **Node.js**: Shows the signature verification in Node.js. Also appears: - "Começando" (Getting started): "Visão geral" (Overview), "Receber um aviso" (Receive a notification), and "Conferir a assinatura" (Verify the signature). - "Referência" (Reference): Envelope, "Os 13 eventos" (The 13 events), "Dados pessoais" (Personal data), and "Cabeçalhos" (Headers). - "Boas práticas" (Best practices): "Novas tentativas" (Retries), "Pausa automática" (Automatic pause), "Ordem e duplicidade" (Order and duplicates), "Evento de teste" (Test event), and "Registro de entregas" (Delivery log). - Examples of signature verification in Node.js, Python, and PHP. ##### End of the page Buttons and actions: - **"Sim" (Yes)**: Records that the page was helpful. - **"Não" (No)**: Opens the "O que faltou?" (What was missing?) field. - **"Abrir Webhooks no painel" (Open Webhooks in the dashboard)**: Goes back to the Webhooks tab of "Integrações" (Integrations). #### Webhooks The Webhooks tab is for registering the endpoints (URLs) of your CRM or another system that receive a signed notification the moment a lead arrives, qualifies, goes to an agent, changes stage, or becomes a sale, and the "Entregas" (Deliveries) tab shows each notification sent along with the response. Address in the dashboard: `/app/integracoes/webhooks` ![Screenshot of the Webhooks screen. The Webhooks tab is for registering the endpoints (URLs) of your CRM or another system that receive a signed notification the moment a lead arrives, qualifies, goes to an agent, changes stage, or becomes a sale, and the "Entregas" (Deliveries) tab shows each notification sent along with the response.](https://attendto.com.br/prints-do-manual/integracoes--webhooks.png) The Webhooks screen in the demo account, with sample data and blurred values. How to get there: "Integrações" (Integrations), Webhooks tab. The "Entregas" (Deliveries) tab is next to it; the "Abrir o registro completo" (Open full record) button in a webhook's drawer opens the "Entregas" (Deliveries) tab already filtered to it. ##### Shortcut to inbound webhooks Appears only with the "Base avançada" (Advanced base) module active. Also appears: - "Webhooks de entrada" (Inbound webhooks) card · in the "Base avançada" (Advanced base): takes you to the notifications your system sends to the dashboard, with "when X arrives, do Y" rules. ##### Webhook numbers Also appears: - "Entregues · 7 dias" (Delivered · 7 days), with the change compared to last week. - Delivery rate for the last 7 days' deliveries; when part of the failures came from an endpoint (URL) that is already paused, the sentence says how many. - Average response time of the receiving systems. - "Tentando de novo" (Retrying), with the time of the next attempt or none in the queue. ##### Webhook card One card per registered endpoint (URL). Buttons and actions: - **"Ativo" (Active)**: Switch that pauses or activates the webhook. When paused, nothing is sent, and events from that period are not queued. - **"Reativar" (Reactivate)**: On the automatic pause notice, resumes sending the next notifications; failures are resent from the delivery log. - **"Ver as falhas" (View failures)**: On the automatic pause notice, opens the deliveries drawer already on "Falharam" (Failed). - **"Entregas" (Deliveries)**: Opens the drawer with this webhook's deliveries. - **"Testar" (Test)**: Opens the "Enviar evento de teste" (Send test event) dialog. With the webhook paused, it is disabled with the tip "Ative o webhook para testar" (Activate the webhook to test). - **"Editar webhook ‹endereço›" (Edit webhook ‹URL›)**: Pencil button: opens the webhook's edit form. - **"Excluir webhook ‹endereço›" (Delete webhook ‹URL›)**: Trash can button: opens the delete confirmation. - **"Ver na lista de entregas" (View in the deliveries list)**: On the test result, opens the deliveries drawer. Also appears: - The endpoint (URL) split into domain and path. - Badge "Ativo" (Active), "Pausado" (Paused), or "Pausado automaticamente" (Paused automatically); badge "Com dados pessoais" (With personal data) or "Sem dados pessoais" (Without personal data); who created it and when. - The events the endpoint (URL) receives, as tags; those beyond five go into a +N with the list on hover. - Health over the last 7 days: the percentage delivered, the failures, the last send with "Entregue" (Delivered), "Não entregue" (Not delivered), "Tentando de novo" (Retrying), or "Nunca disparado" (Never fired), and the bar (red when more fail than are delivered). - The test result appears on the card itself: "Enviando o teste" (Sending the test), "Entregue" (Delivered) with the time, "Não entregue" (Not delivered) with the reason, or "Aguardando" (Pending). ##### For whoever will program the receiving The card to show to the team that maintains your CRM. Buttons and actions: - **"Documentação dos webhooks" (Webhooks documentation)**: Opens the full documentation for outbound webhooks. - **"Copiar os cabeçalhos de cada aviso" (Copy the headers of each notification)**: Copies the headers example. Also appears: - How to know the notification is yours: read the headers X-Webhook-Timestamp and X-Webhook-Signature-V2, calculate the signature with the secret and compare, and use X-Webhook-Id so the same notification is not processed twice. - Headers of each notification, as an example. - If your system does not respond: the trail of retries, until the platform stops; a success response counts as delivered. - After many notifications in a row without success, the webhook is paused and you are notified by email and in the bell; everything stays in the log with the "Reenviar" (Resend) button. ##### "Novo webhook" (New webhook) dialog Say where to send and what to notify; the same dialog opens as "Editar webhook" (Edit webhook). Fields and filters: - **"Endereço que vai receber" (URL that will receive)** (required): The secure endpoint (URL), over https, that your system reserved for notifications. An endpoint without https, invalid, or on an internal network is rejected with an explanation. - **"O que avisar" (What to notify)** (required): The events in groups (Leads, "Funil" (Pipeline), "Atendimento" (Service), and "Pedidos" (Orders)), with the count of selected ones. A new webhook comes with "lead criado" (lead created), "qualificado" (qualified), "atribuído" (assigned), "mudou de etapa" (changed stage), "venda" (sale), and "perdido" (lost) already selected. - **"Segredo de assinatura" (Signing secret)**: When editing, the masked secret. It only appears in full once, when the webhook is created. Buttons and actions: - **"Marcar todos" (Select all)**: Selects all the events in the group; with the whole group selected, it becomes "Desmarcar" (Clear all). - **"Enviar dados pessoais" (Send personal data)**: When it appears, turns on sending name, phone, email, and conversation summary to this endpoint (URL), after a confirmation. Turning it off is immediate. - **"Gerar segredo novo" (Generate new secret)**: When editing, asks for confirmation and generates a new secret; the current one stops being valid immediately. - **"Manter o atual" (Keep current)**: Cancels generating the new secret. - **"Excluir" (Delete)**: When editing, opens the delete confirmation. - **"Cancelar" (Cancel)**: Closes without saving. - **"Criar webhook" (Create webhook)**: Creates the webhook and shows the "Webhook criado" (Webhook created) screen, with the signing secret. - **"Salvar alterações" (Save changes)**: Saves; the changes apply from the next notification. - **"Copiar o segredo de assinatura" (Copy the signing secret)**: On the "Webhook criado" (Webhook created) screen, copies the secret, which does not appear again. - **"Enviar evento de teste" (Send test event)**: On the "Webhook criado" (Webhook created) screen, opens the webhook test. - **"Concluir" (Finish)**: Closes it and moves focus to the "Testar" (Test) button on the new card. Also appears: - Each event has a name in Portuguese and a description: "Lead criado" (Lead created), "Lead qualificado" (Qualified lead), "Lead quente" (Hot lead), "Pediu para não receber mensagens" (Asked not to receive messages), "Dados apagados (LGPD)" (Data erased (LGPD)), "Mudou de etapa" (Changed stage), "Venda (ganho)" (Sale (won)), "Perdido" (Lost), "Negócio reaberto" (Deal reopened), "Atribuído a um atendente" (Assigned to an agent), "Transbordo para humano" (Handoff to a human), "Primeiro contato" (First contact) and "Pedidos importados" (Orders imported). - Without the personal data switch, the form warns that the system receives only identifiers: lead ID, stage, score, values, and deal fields that are not sensitive. - Each notification is signed in the X-Webhook-Signature-V2 header. ##### Dialog "Ligar dados pessoais?" (Turn on personal data?) The confirmation before turning on personal data on a webhook. Buttons and actions: - **"Manter desligado" (Keep off)**: Closes without turning it on. - **"Ligar dados pessoais" (Turn on personal data)**: Turns it on for this webhook only; the change is recorded in the audit log with who turned it on and when. Also appears: - Shows what will go out in the "Lead qualificado" (Qualified lead) notification, with the new lines highlighted. ##### Dialog "Enviar evento de teste" (Send test event) Sends a sample with fictitious data to the endpoint (URL). Fields and filters: - **"Evento" (Event)**: Only the events the webhook receives, in groups, with the description of the one selected. Buttons and actions: - **"Copiar corpo" (Copy body)**: Copies the body of the sample that will be sent. - **"Enviar teste" (Send test)**: Sends the sample; the result appears on the card within a few seconds. - **"Cancelar" (Cancel)**: Closes without sending. ##### Dialog "Excluir este webhook?" (Delete this webhook?) Buttons and actions: - **"Excluir webhook" (Delete webhook)**: Deletes it: the endpoint (URL) stops receiving notifications immediately and its delivery log is deleted along with it. - **"Cancelar" (Cancel)**: Cancels the deletion; focus moves to this button. ##### Drawer "Entregas do webhook" (Webhook deliveries) The deliveries of a webhook, without leaving the tab. Buttons and actions: - **"Todas" (All)**: Shows all of the webhook's deliveries. - **"Entregues" (Delivered)**: Shows only the delivered ones. - **"Falharam" (Failed)**: Shows only the ones that failed. - **"Reenviar" (Resend)**: Resends the open delivery with the same event ID, so your system does not duplicate it. - **"Abrir o registro completo" (Open full record)**: Opens the "Entregas" (Deliveries) tab already filtered on this webhook. Also appears: - Each delivery opens with the response, the error, and the body sent, with the "Copiar corpo" (Copy body) button. - The "Atualiza sozinho" (Updates automatically) badge while the list follows the deliveries. ##### "Entregas" (Deliveries) tab: "Registro de entregas" (Delivery log) Everything that was sent to your systems in the last 30 days. Fields and filters: - **"Filtrar por webhook" (Filter by webhook)**: All webhooks or a single endpoint (URL). - **"Filtrar por evento" (Filter by event)**: All events or a single event, in groups. - **"Buscar por lead ou ID do evento" (Search by lead or event ID)**: Searches by lead name or event ID. Buttons and actions: - **"Todas" (All)**: Shows all deliveries, with the total. - **"Entregues" (Delivered)**: Shows the delivered ones. - **"Falharam" (Failed)**: Shows the ones that failed. - **"Ver só esse endereço" (View only this address)**: Filters the list to the paused endpoint (URL) that caused the failures. - **"Corpo enviado" (Body sent)**: Shows the body that was sent. - **"Resposta" (Response)**: Shows the beginning of your system's response. - **"Cabeçalhos" (Headers)**: Shows the headers that were sent. - **"Reenviar" (Resend)**: Resends with the same event ID. On a paused webhook, it first asks for "Reativar e reenviar" (Reactivate and resend). - **"Reativar e reenviar" (Reactivate and resend)**: Reactivates the paused webhook and resends the delivery. - **"Copiar corpo" (Copy body)**: Copies the body that was sent so you can test it in your system. - **"Limpar filtros" (Clear filters)**: On an empty filter result, clears all filters. - **"Carregar mais antigas" (Load older)**: Loads older deliveries. - **"Ir para os webhooks" (Go to webhooks)**: On the empty log, returns to the "Webhooks" tab. Also appears: - "Saúde · últimos 7 dias" (Health · last 7 days): the rate in large type, "Entregues" (Delivered), "Falharam" (Failed), "Tentando de novo" (Retrying), and "Resposta média" (Average response). - Deliveries-per-day chart: each bar is a button that shows the day, the deliveries, the failures with the reason, and the pauses. - List grouped by day, most recent first, in Brasília time. Each row shows the event, the lead, the time, the summary, the endpoint (URL), the attempt, and the status: "Entregue" (Delivered), "Tentando de novo" (Retrying), "Não entregue" (Not delivered), or "Na fila" (In queue). - When you open a delivery: the notification, each attempt with its code and time, and the "Corpo enviado" (Body sent), "Resposta" (Response), and "Cabeçalhos" (Headers) tabs. ##### Screen states - Loading: Gray numbers and cards while the webhooks and the log load. - Nothing here yet: No webhooks yet, with "Novo webhook" (New webhook) and "Ver como funciona" (See how it works). In the log, "Nenhuma entrega ainda" (No deliveries yet), with "Ir para os webhooks" (Go to webhooks). - If something goes wrong: "Não conseguimos carregar os seus webhooks agora" (We couldn't load your webhooks right now) (or the log), with "Tentar de novo" (Try again); notifications keep going out normally. - The person opening it is not the account Owner: Webhooks belong to the account Owner: only the Owner creates, changes, and monitors notifications. This applies to the "Webhooks" and "Entregas" (Deliveries) tabs. - The webhook was paused automatically: The card shows the "Pausado automaticamente" (Paused automatically) badge, and the notice shows "Reativar" (Reactivate) and "Ver as falhas" (View failures). - Log filter with no results: "Nenhuma entrega com estes filtros" (No deliveries with these filters), with "Limpar filtros" (Clear filters). #### "Conversões" (Conversions) The "Conversões" (Conversions) tab sends each qualified lead, pipeline stage, and sale back to Meta through the Conversions API, so campaigns look for people like those who buy, not just those who click. Address in the dashboard: `/app/integracoes/conversoes` ![Screenshot of the "Conversões" (Conversions) screen. The "Conversões" (Conversions) tab sends each qualified lead, pipeline stage, and sale back to Meta through the Conversions API, so campaigns look for people like those who buy, not just those who click.](https://attendto.com.br/prints-do-manual/integracoes--conversoes.png) The "Conversões" (Conversions) screen in the demo account, with sample data and blurred values. How to get there: "Integrações" (Integrations), "Conversões" (Conversions) tab. The bell notification for a rejected token also leads to this tab. ##### Header and "Enviar conversões" (Send conversions) The explanation, the path from ad to sale, and the master control for sending. Buttons and actions: - **"Enviar conversões" (Send conversions)** (Owner): Switch that turns sending of all stages to Meta on or off. It only turns on after the connection has been checked. Also appears: - Title "Ensine seus anúncios a trazer quem compra, não só quem clica." (Teach your ads to bring in buyers, not just clickers.) - The path "Anúncio" (Ad), "Lead qualificado" (Qualified lead), "Etapas do quadro" (Board stages), and "Venda" (Sale), with the loop back to the campaign. - "Enviadas · 7 dias" (Sent · 7 days) and "Casadas" (Matched) (the percentage matched by the ad's form ID). - The status sentence: on since when and by whom, off, ready to turn on, or stopped until the token is replaced, with how many conversions are waiting. - Badge "Enviando em tempo real" (Sending in real time), "Envio desligado" (Sending off), or "Parado até trocar o token" (Stopped until the token is replaced). ##### Rejected token banner Appears at the top when Meta rejected the token or when the token needs to be pasted again. Buttons and actions: - **"Trocar token" (Change token)** (Owner): Goes to step 1 and opens the token field. Also appears: - Says how many conversions are waiting; they go out on their own when the token is replaced. For anyone who is not the Owner, it asks the Owner to replace it. ##### Step 1: Connect to your dataset You generate the token in your Meta account and paste it here along with the test code; no password or access to the ad account is requested. Fields and filters: - **"ID do conjunto de dados" (Dataset ID)** (required): Numbers only; in Events Manager, the number under Identification, below the dataset name. - **"Token de acesso" (Access token)** (required): Paste the token; once saved, it is never shown in full again. - **"Código de teste" (Test code)** (required): The TEST code from the Test events tab, Website channel; the check sends a test event with it. Buttons and actions: - **"Mostrar token" (Show token)** (Owner): Shows the token you typed; it becomes "Ocultar token" (Hide token). - **"Conferir conexão" (Check connection)** (Owner): Sends a test event to Meta and saves the connection when it is accepted. - **"Trocar token" (Change token)** (Owner): Opens the form to paste a new token. - **"Conferir de novo" (Check again)** (Owner): Checks the already saved connection again. - **"Cancelar" (Cancel)** (Owner): Closes the token replacement without changing anything. Also appears: - Step badge: "Conectado" (Connected), "Falta conectar" (Not connected yet), "Token recusado" (Token rejected), or "Cole o token de novo" (Paste the token again). - When connected, it shows the "Conjunto de dados" (Dataset), the "Token de acesso" (Access token) stored securely, and the "Última conferência" (Last check). - Where to generate the token: three illustrated steps in Events Manager. ##### Step 2: Choose what to send Each board stage becomes an event on Meta; the win goes with the deal value. Unlocked after the connection has been checked. Fields and filters: - **"Quadro" (Board)**: The "Funil" (Pipeline) board whose stages become events; each column declares its role in the pipeline. Buttons and actions: - **"Evento na Meta:" (Event in Meta:)** (Owner): Each row has the stage, the role, the event on Meta, and a switch that turns that stage on or off; the change is saved immediately and shows "Salvo" (Saved). - **"Abrir o Funil" (Open Pipeline)**: When there is no board, it opens the "Funil" (Pipeline) so you can create one. Also appears: - Badge showing how many of the available stages are turned on. - The entry column and the lost column do not become events; a win goes out as "Compra" (Purchase), with the deal value. - In health industries, conversions are not sent yet, and the rows show "Não sai neste segmento" (Not sent in this industry). ##### Step 3: Test Send a test event and check in the test tab of Events Manager that it arrived. Fields and filters: - **"Código de teste" (Test code)**: The code from the test tab; without it, the event would count as a real one. - **"Evento" (Event)**: Which turned-on stage goes in the test. Buttons and actions: - **"Enviar evento de teste" (Send test event)** (Owner): Sends the test event with a made-up identifier that does not match any of your customers. - **"Ver o que sai no evento de teste" (See what is sent in the test event)**: Shows the body sent to Meta. ##### Match quality How each conversion was linked to a person on Meta. Buttons and actions: - **"7 dias" (7 days)**: Shows the 7-day period. - **"30 dias" (30 days)**: Shows the 30-day period. Also appears: - "Enviadas" (Sent), "Aguardando" (Pending), "Recusadas" (Rejected), and "Puladas" (Skipped). - The bar split between "ID do formulário" (Form ID) and "Telefone e e-mail criptografados" (Encrypted phone and email). - "Por etapa" (By stage): how many of each stage were sent. - The quality score that Meta calculates lives in Events Manager; the screen does not make up that number. ##### "Registro de envios" (Send log) Each conversion that was sent, is in the queue, or was skipped, with the reason. Buttons and actions: - **"Todos" (All)**: Shows all sends. - **"Enviados" (Sent)**: Shows the ones sent. - **"Aguardando" (Pending)**: Shows the ones waiting. - **"Recusados" (Rejected)**: Shows the ones rejected by Meta. - **"Pulados" (Skipped)**: Shows the skipped ones, with the reason. - **"Reenviar" (Resend)** (Owner): Resends the rejected conversion with the same ID, without duplicating it. - **"Mostrar mais" (Show more)**: Loads more rows from the log. Also appears: - Columns "Quando" (When), "Lead", "Evento" (Event), "Casamento" (Match), "Situação" (Status), "Tentativas" (Attempts), and "Ação" (Action), in Brasília time. - A sale marked by your system appears as "Marcada pelo seu sistema" (Marked by your system). ##### What goes to Meta, and what never does Buttons and actions: - **"Política de privacidade" (Privacy policy)**: Opens the privacy policy. Also appears: - Sent: the stage reached and the time, the sale value, the ad's form ID and, without it, encrypted phone and email. - Never sent: the lead's name, the conversation and the AI summary, phone or email in plain text, the deal fields, and nothing about anyone who asked not to receive messages or had their data deleted. - Meta does not charge for these sends, and your balance is not touched. ##### Screen states - Loading: Gray blocks for the header and the three steps. - Nothing here yet: No conversions sent yet: appears in place of the log until you connect and turn on sending. - If something goes wrong: "Não conseguimos carregar as conversões agora" (We couldn't load the conversions right now), with "Tentar de novo" (Try again); sending to Meta keeps working. - First time, no connection: Steps 2 and 3 stay locked with "Liberado depois que a conexão for conferida" (Unlocked after the connection is checked). - The person opening it is not the Owner: Only the account Owner connects, turns on sending, and sends the test; the fields and switches appear locked. - The account does not have the feature yet: Conversions are not available on this account yet. ### Step by step #### How to create an integration to receive leads from another system 1. Open **"Integrações" (Integrations)** in the menu and stay on the **"Entrada de leads" (Lead intake)** tab. 2. Click **"Nova integração" (New integration)**. 3. In **"Nome da integração" (Integration name)**, enter a name that is easy to recognize and choose the source in **"De onde vêm esses leads?" (Where do these leads come from?)**. Click **"Continuar" (Continue)**. 4. Choose the legal basis in **"Por que você pode falar com essas pessoas?" (Why can you contact these people?)** and click **"Continuar" (Continue)**. 5. Decide whether the first contact goes out automatically: with **"Mandar a primeira mensagem sozinho pelo WhatsApp" (Send the first message automatically on WhatsApp)** turned on, choose the **"Conta do WhatsApp" (WhatsApp account)**, the **"Modelo aprovado" (Approved template)**, and the **"Teto por dia" (Daily cap)**. Click **"Continuar" (Continue)**. 6. Choose the **"Quadro do Funil" (Pipeline board)**, the **"Coluna de entrada" (Entry column)**, and the **"Etiquetas automáticas" (Automatic tags)**, and click **"Criar integração" (Create integration)**. 7. On the "Integração criada" (Integration created) screen, click **"Copiar a chave" (Copy the key)** and **"Copiar o endereço" (Copy the address)** and pass both to whoever looks after your system. The key is not shown again. 8. Click **"Enviar lead de teste" (Send test lead)** to see the path working, or **"Concluir" (Finish)**. #### How to receive the first contact for a test lead on your own WhatsApp 1. In **"Integrações" (Integrations)**, **"Entrada de leads" (Lead intake)** tab, click the integration's card. 2. In the **"Enviar lead de teste" (Send test lead)** card, turn on **"Mandar o primeiro contato para o meu WhatsApp" (Send the first contact to my WhatsApp)**. 3. Fill in **"Seu celular" (Your mobile number)** with the area code. 4. Click **"Enviar lead de teste" (Send test lead)** and follow the four steps until "Entregue" (Delivered) on your WhatsApp. 5. Reply to the message on your phone to watch the AI take over the conversation. The lead appears at the top of **"Últimos leads recebidos" (Latest leads received)** with the "Teste" (Test) badge. #### How to adjust the schedule, the follow-up, and the cap for the automatic first contact 1. In **"Integrações" (Integrations)**, **"Entrada de leads" (Lead intake)** tab, choose the integration and click **"Ajustar primeiro contato" (Adjust first contact)**. 2. Check that **"Mandar a primeira mensagem sozinho" (Send the first message automatically)** is turned on. 3. Under **"Conta e modelo" (Account and template)**, choose the approved template and, if the template has placeholders, say what goes in each one and the text for **"Se faltar, usar" (If missing, use)**. 4. Under **"Regras de envio" (Sending rules)**, choose the time window in **"Das" (From)** and **"às" (to)**, how many days to wait before messaging the same person again, and the **"Teto por dia" (Daily cap)**. 5. Check the preview under **"Como o lead recebe" (How the lead receives it)** and the cost under **"Custo por envio" (Cost per send)**. 6. Click **"Salvar" (Save)** in the footer bar of the screen. #### How to generate a new integration key when the old one leaked or was lost 1. Coordinate with whoever looks after your system: the old key stops working immediately. 2. In **"Integrações" (Integrations)**, **"Entrada de leads" (Lead intake)** tab, click **"Mais" (More)** on the integration's card and choose **"Gerar nova chave" (Generate new key)** (or click **"Gerar nova" (Generate new)** in the **"Como conectar" (How to connect)** card). 3. Confirm in **"Gerar nova chave" (Generate new key)**. 4. Click **"Copiar a chave nova" (Copy the new key)**, replace the key in your system, and click **"Já guardei a chave" (I've saved the key)**. #### How to receive leads from a system that sends its own format 1. In the integration's **"Como conectar" (How to connect)** card, click **"Receber no formato do seu sistema" (Receive in your system's format)**. 2. Paste a real example of what the system sends into **"Exemplo do seu sistema" (Example from your system)** and click **"Encontrar campos" (Find fields)**. 3. Under **"Campos encontrados" (Fields found)**, choose the destination of each field and link at least one to "Telefone" (Phone). 4. Check the preview under "Assim ficaria o lead" (This is how the lead would look) and click **"Salvar formato" (Save format)**. #### How to create a webhook to notify the CRM when a lead qualifies or becomes a sale 1. In **"Integrações" (Integrations)**, open the **Webhooks** tab and click **"Novo webhook" (New webhook)**. 2. Fill in **"Endereço que vai receber" (URL that will receive)** with your system's https endpoint (URL). 3. Under **"O que avisar" (What to notify)**, check the events; **"Marcar todos" (Select all)** selects an entire group. 4. Click **"Criar webhook" (Create webhook)** and then **"Copiar o segredo de assinatura" (Copy the signing secret)**: it appears only once. 5. Click **"Enviar evento de teste" (Send test event)**, choose the **"Evento" (Event)**, and click **"Enviar teste" (Send test)**. The result appears on the card. #### How to resend a webhook notification that was not delivered 1. First fix the problem in the receiving system. 2. In **"Integrações" (Integrations)**, open the **"Entregas" (Deliveries)** tab and click **"Falharam" (Failed)**. 3. Open the delivery and check the **"Resposta" (Response)** tab. 4. Click **"Reenviar" (Resend)**. If the webhook is paused, confirm in **"Reativar e reenviar" (Reactivate and resend)**. The notification goes out with the same event ID, without duplicating in your system. #### How to turn on Meta conversions so ads learn from sales 1. In Meta Events Manager, generate the dataset's access token and copy the test code. 2. In **"Integrações" (Integrations)**, open the **"Conversões" (Conversions)** tab. 3. In step 1, fill in **"ID do conjunto de dados" (Dataset ID)**, **"Token de acesso" (Access token)**, and **"Código de teste" (Test code)** and click **"Conferir conexão" (Check connection)**. 4. In step 2, choose the **"Quadro" (Board)** and turn on the stages that should become events. 5. In step 3, click **"Enviar evento de teste" (Send test event)** and check that it arrived in Events Manager. 6. Turn on **"Enviar conversões" (Send conversions)** at the top of the tab. ### Frequently asked questions #### Where do I find the endpoint (URL) for my system to send leads to? On the integration's "Como conectar" (How to connect) card, in the "Endereço do envio" (Delivery URL) field, with the copy button. The same endpoint (URL) appears in the examples on the API documentation screen. #### Does the test lead count in the numbers and reports? No. It appears at the top of "Últimos leads recebidos" (Latest leads received) with the "Teste" (Test) badge, but it does not count in the integration's numbers, in reports, or in webhooks. #### What happens if my system sends the same lead twice? The repeated submission is ignored, at no cost and with no new message. The integration card and the log show how many repeated submissions were ignored in the last 7 days. #### Why can't I turn on the first contact on an integration? The switch stays locked when the legal basis is "São meus clientes" (They are my customers), when there is no connected WhatsApp account, when it is not possible to confirm who pays for sending the template, or when the person opening it is not the account Owner. #### The balance ran out. Do leads lose the first contact? Not immediately. The first contact screen shows how many leads are waiting and, when you top up your balance, the messages go out on their own to anyone who arrived in the last 24 hours. #### I paused a webhook. Are the notifications from that period kept? No. While paused, nothing is sent and the events from that period are not queued. What failed before the pause stays in the delivery log and can be resent after you reactivate it. #### Does deleting a webhook delete the delivery history? Yes. The endpoint (URL) stops receiving notifications immediately and its delivery log is deleted along with it. #### Can the account Admin create integrations and webhooks? No. The Admin sees the integrations, the log, and the first contact screen without the buttons that make changes. Webhooks, Deliveries, and sending conversions stay with the account Owner. #### Can my system change the lead's stage in the Pipeline? Yes, if the "Este sistema pode atualizar as etapas do funil" (This system can update pipeline stages) switch is turned on in the integration. When off, the key only sends leads. A sale marked by the system also goes to Meta conversions. ### Guide: "Integrações" (Integrations) Four tabs: receive leads from other systems, notify your system when something happens here, track every notice delivered and receive the orders from your sales. "Integrações" (Integrations) is the screen that connects with your company's other systems. It has four tabs: **"Entrada de leads" (Lead intake)** brings leads from other systems here, **Webhooks** notifies your system when something happens here, **"Entregas" (Deliveries)** shows every notice that went out and your system's response, and **"Pedidos" (Orders)** receives the sales that feed the "Monitor de sucesso" (Success monitor). You can use just one, and most people start with lead intake. Each tab has its own URL, so you can send the direct link to any of them to whoever looks after your system. The webhooks, which used to be in "Configurações" (Settings), now live here, just as you left them. #### "Entrada de leads" (Lead intake) Each system that sends leads (your ads distributor, the website form, a portal, your CRM) gets an integration with its own key. The lead arrives with its full source, goes straight to the column of the "Funil" (Pipeline) that you choose and, if you turn it on, receives the first message on WhatsApp within seconds. The complete step-by-step, with legal basis, cost and the test lead, is in [Receive leads from other systems](https://attendto.com.br/en/manual/integracoes). The **"Documentação da API" (API documentation)** button, at the top of the tab, opens the page for developers: endpoint (URL), format, ready-made examples in several languages and the meaning of each response. On screen: "Integrações" (Integrations) screen on the "Entrada de leads" (Lead intake) tab, with the Webhooks, "Entregas" (Deliveries) and "Pedidos" (Orders) tabs alongside and the integration cards. The four tabs at the top; "Entrada de leads" (Lead intake) opens first. #### Webhooks and "Entregas" (Deliveries): notify your system On the **Webhooks** tab you register your system's endpoint (URL) and choose, from 13 events, what to notify: lead created, qualified, assigned to an agent, handoff to a human, changed stage, sale, lost and others. Each notice goes out signed, is attempted up to 6 times and stays on the **"Entregas" (Deliveries)** tab for 30 days, with the **"Reenviar" (Resend)** button. The notices carry identifiers and the business fields that are not sensitive: the lead's name, phone and email are not sent. The step-by-step, the events, the personal data and what to do when a delivery fails are in [Webhooks: notify your CRM at every step](https://attendto.com.br/en/manual/integracoes). A test lead, created by the **"Enviar lead de teste" (Send test lead)** button in lead intake, never goes out in a webhook: your system is only notified about real leads. #### "Pedidos" (Orders): receive your system's sales 1. **Generate the key**: **"Gerar chave" (Generate key)** creates the credential your system will use. It appears in full **only once**: copy it right away and store it where you keep passwords. 2. **Send the example to whoever programs**: The example block already comes with the ingestion endpoint (URL) filled in. "Copiar o exemplo" (Copy the example) and the key are all the other side needs for the first call. 3. **Push the orders**: Each order carries an identifier on your side (`external_id`). Sending the same order again **does not duplicate it**: it is recognized and updated. 4. **Check the "Monitor de sucesso" (Success monitor)**: An order that came in becomes the contact's purchase history and shows up in the [Success monitor](https://attendto.com.br/en/manual/monitor-de-sucesso). If it did not show up, the problem is matching it to the contact, the next notice. > **The order needs to find a contact that already exists:** The import matches by phone or email someone who **is already** in your [Contact base](https://attendto.com.br/en/manual/base-de-contatos). An order from someone who never talked to you and was never imported finds no owner. When "half went missing", it is almost always this, not the key or the endpoint (URL). Import the base before turning on the tap of orders. > **Generating a new orders key does not ask for confirmation:** On the "Pedidos" (Orders) tab, one click on **"Gerar nova chave" (Generate new key)** creates the new one and **invalidates the previous one that very second**. There is no "are you sure?", no undo, and the system still using the old key stops sending orders immediately, silently, on your side. Only click with whoever looks after your system available to swap the key there. The key of each lead intake integration is a different one, and that one does ask for confirmation. #### Who can change things > **Only the account Owner:** Creating, editing, pausing and deleting integrations, generating keys and registering webhooks belong to the account Owner: for the other roles, the buttons do not appear, and the Webhooks and "Entregas" (Deliveries) tabs say they are kept by the Owner. On the "Pedidos" (Orders) tab, an Admin sees the tab **as if it were empty**, with no permission message. So if you were sure you had generated a key and find the tab clean, sign in with the account Owner user before generating another: generating again would invalidate precisely the one that is working. #### What it looks like when all is well - Each system that sends leads with its own integration, and the **"Últimos leads recebidos" (Latest leads received)** with nothing under **"Com problema" (With issues)**. - Webhooks with 7-day health close to 100%, none **"Pausado automaticamente" (Paused automatically)** and the **"Último envio" (Last send)** matching the day's activity. - The keys stored outside the dashboard, along with your system's other credentials. - The **"Pediu para não receber mensagens" (Asked not to receive messages)** notice wired into any other tool of yours that sends messages. - Orders coming in on their own and the [Success monitor](https://attendto.com.br/en/manual/monitor-de-sucesso) with data for the whole month, not from the day someone remembered to upload a spreadsheet. Webhooks, orders and keys do not debit balance. What costs money is the "Primeiro contato automático" (Automatic first contact) of lead intake, when you turn it on in a platform WhatsApp account: the amount appears before you turn it on, and the rules are in [Receive leads from other systems](https://attendto.com.br/en/manual/integracoes). In the dashboard: "Abrir Integrações" (Open Integrations). Open it together with whoever looks after your system: the keys appear only once. ### Guide: Receiving leads from other systems Your lead distributor, website form or CRM send the lead here, and the AI sends the first message over WhatsApp within seconds. **"Entrada de leads" (Lead intake)** is the first tab of ["Integrações" (Integrations)](https://attendto.com.br/en/manual/integracoes). Each system that sends leads here gets its own **integration**: a name, its own key, the declared legal basis, the first contact over WhatsApp and the place in the "Funil" (Pipeline) where the card is born. Every lead that comes in is recorded, with the full source: campaign, ad set, ad and UTM. The ad ID links the lead to the spend in the spreadsheet in ["Investimento → Venda" (Spend → Sale)](https://attendto.com.br/en/manual/investimento). Developers find the endpoint (URL), the code examples and the API responses in the **"Documentação da API" (API documentation)** button at the top of the screen. This guide is for those who configure and monitor. On screen: The "Entrada de leads" (Lead intake) tab with the introduction at the top and the cards of three active integrations, each with the numbers for the last 7 days. Each card shows the masked key, the week's numbers and whether the first contact is on. #### Creating an integration 1. **Name and source**: **"Nova integração" (New integration)** opens a four-step wizard. Give it a name you will recognize later ("Distributor — Meta ads") and say where the leads come from. The source only changes the icon and the step's help. 2. **Legal basis**: Say why you may contact these people. No option comes preselected: it is your declaration, and it is recorded under your name. The rules for each basis are right below. 3. **First contact**: Choose the WhatsApp account and the approved template that goes out on its own for each new lead. The preview shows the message with a sample lead, and the cost band shows how much each send costs before you turn it on. 4. **"Destino" (Destination)**: The board and the column in the "Funil" (Pipeline) where the card is born, and the tags each lead gets on entry. The wizard already suggests a tag based on the source ("meta ad", for example): remove it with the X if you don't want it. 5. **Save the key**: When you create it, the key appears **only once**. Copy it and hand it to whoever looks after your system, along with the endpoint (URL). After that, the screen shows only its beginning and end. 6. **Send a test lead**: Before turning on your system, use **"Enviar lead de teste" (Send test lead)** and watch each step happen. The test is explained further below. On screen: Step 3 of the new integration wizard: the WhatsApp account, the approved template, the message preview with a sample lead and the cost band. In step 3, the preview shows the message with a sample lead and the band says how much each send costs. #### Each lead's legal basis Without a legal basis, the lead is rejected at entry and none of its data is stored. The basis can come with the lead itself, sent by your system, or be the integration's **default basis**, the one you chose in step 2. When both exist, the lead's own prevails, and the log says it came from your system. - **"Pediram para eu entrar em contato" (They asked me to contact them)**: The person filled in a form or an ad asking for contact. It's the right basis for ad leads, and the one that unlocks the automatic first contact. - **"Já coletei o consentimento deles" (I have already collected their consent)**: The person authorized receiving messages from your company. It also unlocks the automatic first contact. - **"São meus clientes" (They are my customers)**: People you already have a contract with. The lead comes in normally, but **the automatic first contact doesn't go out**: a marketing message to a contract customer needs their consent. > **The first contact doesn't put anyone in a cadence:** The first message is a single one. The [Follow-up](https://attendto.com.br/en/manual/follow-up) cadence still requires the lead's own consent, which they give in the conversation: someone who doesn't reply to the first contact doesn't enter an automatic cadence on their own. On the lead record, the basis appears as a sentence: "Pediram para entrar em contato · declarada por Marcelo Antunes pela integração Distribuidor em 22/09/2026" (They asked to be contacted · declared by Marcelo Antunes through the Distribuidor integration on 22/09/2026). Changing the default basis later doesn't erase who declared it at the time. #### The automatic first contact With it on, every new lead with a legal basis receives an approved template through the WhatsApp account you chose, signed by that account's persona. In the Inbox, the message appears with the **"Primeiro contato automático" (Automatic first contact)** tag and the template name. If the lead replies, the AI takes over the conversation as usual. When you open the integration, **"Ajustar primeiro contato" (Adjust first contact)** takes you to the full screen: account and template, what goes in each placeholder of the message, the sending rules, the preview of how the lead receives it and the cost per send. Nothing changes until you click **"Salvar" (Save)**, in the bar that appears at the bottom. On screen: The automatic first contact screen: the week's numbers, the switch, the chosen account and template, and the preview of how the lead receives the message. If the chosen template is paused or deleted at Meta, the screen and the integration's card warn that the first contact has stopped. - **"Horário de envio" (Sending hours)**: From 8h to 21h, in your account's time zone (Brasília time, if none was configured). A lead who arrives outside those hours receives the message at the start of the next window, and the same goes for a message that was waiting for a top-up, respecting the daily cap. The AI keeps replying 24 hours a day if the lead writes. - **"Variáveis da mensagem" (Message variables)**: Each placeholder of the template receives a piece of lead data: first name, full name, company name, persona name, campaign name or a field your system sent. When you create the integration, the first placeholder already comes with the first name and the second with the persona name. A placeholder with no value uses the default text you write next to it. Without default text, the message doesn't go out. - **"Não mandar de novo para a mesma pessoa" (Don't send again to the same person)**: Anyone who signs up again within the chosen period, through any integration, doesn't receive another first message. Even when on, the first contact doesn't go out, and the log says why, when: - the person asked not to receive messages, even if they sign up again; - the contact is marked as not to receive campaigns; - the number is not a Brazilian mobile phone (the lead comes in, and the AI replies if they write); - an agent is in the conversation: the message is left out and the lead's history notes it; - the lead is already talking to you: the AI carries on without spending a template; - there was already a first contact for this person within the period. #### How much it costs and when it is charged The cost appears in step 3 and on the first contact screen, before you turn it on. It depends on the chosen WhatsApp account and the template category. - **"Conta da plataforma" (Platform account)**: Each send is **debited from your balance before it goes out**, first from the plan's allowance and then from the balance. Check the value per category in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas). - **"Conta própria do WhatsApp" (Your own WhatsApp account)**: No platform fee. Meta charges the card on your account directly, at its own rates. In the **"Conta do WhatsApp" (WhatsApp account)** selector, it appears with **"conta própria" (own account)** next to the number. - **"Não enviado" (Not sent)**: Meta rejected the send right away, or the account dropped before it went out: it is certain the message was not sent. The amount **returns to your balance** and the statement shows the refund. - **"Falhou depois de sair" (Failed after sending)**: Meta accepted the send and later reported that it could not deliver it (a number without WhatsApp, for example). The rate has already been incurred, so the amount **does not return**. The message appears as **"Falhou" (Failed)** in the Inbox. - **"Envio não confirmado" (Send not confirmed)**: WhatsApp did not confirm whether the message went out. The amount stays debited, because the message may have arrived. Check the conversation in the Inbox before clicking **"Reenviar" (Resend)**: resending creates a new send and charges again. - **"Sem saldo" (No balance)**: The message waits for the top-up for up to 24 hours and goes out on its own when the balance returns. After that, it is discarded. > **Two caps hold spending back:** The **"Teto por dia" (Daily cap)** applies to each integration: once it is exceeded, the rest goes out the next day. The **"teto do mês com modelos pagos" (monthly cap for paid templates)** applies to the whole account and adds up first contacts and cadences. Once reached, the first contact stops until the month rolls over. Both notify you in the bell when they reach the limit. The monthly cap can also be changed in ["Configurações" (Settings)](https://attendto.com.br/en/manual/configuracoes), on the "Cobrança & alertas" (Billing & alerts) tab. When an integration's first contact stops (insufficient balance, template paused or deleted at Meta, WhatsApp account disconnected, monthly cap reached), the bell shows the alert for as long as the problem lasts, and the integration's card says what stopped. On mobile, at most one alert per integration per day arrives. #### Where the lead appears With a destination chosen, the card is created directly in the column of the board you specified. **The integration's destination takes precedence on the chosen board; the other boards follow their own rules.** Without a destination, the card is created on each board that has a rule for new leads, as already happens today. When the phone number already belongs to one of your leads, nothing is duplicated: only what is empty is filled in, tags are added together, and the lead record gains the line "Entrou de novo pela campanha X" (Re-entered through campaign X). Nothing your team typed is erased, and anyone who already has a card on the destination board does not get another. On the lead record, in the Inbox, and on the "Funil" (Pipeline) card, the lead gets the **"Veio da integração" (Came from the integration)** badge, with the campaign and the ad set. The record also shows the **"Dados recebidos" (Data received)**: each field your system sent, with a readable name. A field in `fields` with the **"Nome na API" (Name in the API)** of a deal field (in "Funil" (Pipeline) → "Configurar quadro" (Configure board) → "Campos do cartão" (Card fields)) fills that field on the card. Currency fields are sent in BRL (`450000` or `"450.000,00"`); webhooks return them in cents. A value that does not fit the field (a date that does not exist, an option outside the list) stays in "Dados recebidos" (Data received), and the entry log says which field was ignored and why. #### Updating the stage through your system With the **"Atualizar etapas" (Update stages)** permission turned on (when opening the integration, under **"Editar" (Edit)**), the same key moves the lead's card on the destination board (or on the default board, if there is no destination) through the `stage` route of the API, using the **"Nome na API" (Name in the API)** of each column, found under "Configurar quadro" (Configure board) → "Colunas e etapas" (Columns and stages). The permission comes **turned off**, applies only to this integration, and every change is recorded in the audit log. With it turned off, the key only sends leads. > **A stage that requires data requires it through the API too:** If the column requires fields for the card to enter, the call must send those fields in `fields`. Moving back a stage is only possible with `allow_backwards`, and a loss needs a loss reason that exists on that board. Sending the same stage again neither moves the card nor repeats the notifications; different fields are saved. #### When your system sends its own format If your system cannot send in our format, use **"Receber no formato do seu sistema" (Receive in your system's format)**, in step 4 of the wizard or under **"Como conectar" (How to connect)**, when opening the integration. Paste a sample of what it sends: the fields appear on their own, and you say which one is the phone number, the name, the email, and the campaign. The phone number is required. Anything you do not link to something arrives under **"Dados recebidos" (Data received)**. When you open it again, the dialog shows the links you saved. **"Enviar lead de teste" (Send test lead)** does not go through your system's format: it works the same way, and the test message arrives with your name. #### The latest leads received When you open an integration, the **"Últimos leads recebidos" (Latest leads received)** list refreshes on its own. The filters separate **"Novos" (New)**, **"Contatados" (Contacted)**, **"Responderam" (Replied)**, and **"Com problema" (With issues)**. Click a row to see everything that came in, the legal basis, the timeline, and the shortcuts to the conversation and the lead record. On screen: List of the latest leads received with the filters at the top and rows queued, replied, contacted, and one entry rejected because of an invalid phone number. Each row shows the ad source, the status of the first contact and, when there is one, the reason. - **"Na fila" (In queue) and "Agendado" (Scheduled)**: The message will go out in seconds, or at the start of the next sending window. - **"Contatado" (Contacted)**: The first contact went out. It becomes **"Respondeu" (Replied)** when the lead writes back. - **"Sem envio" (No send)**: The lead came in, but the message did not go out, for one of the reasons above. The reason appears on the row. - **"Bloqueado" (Blocked)**: The person asked not to receive messages. The entry is recorded with the source only, and their lead record warns that they signed up again and that no automatic message is sent. - **"Não confirmado" (Not confirmed), "Falhou" (Failed), and "Sem saldo" (No balance)**: See what each one means under cost. - **"Recusado" (Rejected)**: The lead did not come in (without a legal basis or without a phone number, for example). The row shows only the masked phone number and the reason, with detail when the phone number is invalid ("veio sem DDD" (came without area code)), and disappears after 7 days. The same lead resent by your system does not create a new row or cost anything: the integration's card counts these repeated resends separately. #### The test lead **"Enviar lead de teste" (Send test lead)** sends a real lead through the integration, marked as a test. It appears at the top of the list with the **"Teste" (Test)** badge and stays out of lead counts, lead reports, and webhooks. On the lead record, the **"Apagar lead de teste" (Delete test lead)** button removes the lead and the conversation from the dashboard. > **Receive the first contact yourself:** Turn on **"Mandar o primeiro contato para o meu WhatsApp" (Send the first contact to my WhatsApp)** and enter your mobile number: you receive the message the way the lead receives it, with **your** first name where the lead's would go. This test uses a template send and is charged as a normal send: the amount appears in the statement and in the spending shown on the first contact screen. #### Key, pause, and deletion - **"Gerar nova chave" (Generate new key)**: Asks for confirmation. Once confirmed, the current key stops working immediately, and the system that uses this integration needs to receive the new one. - **"Pausar" (Pause)**: The integration starts rejecting sends until you reactivate it. The first messages that were still waiting to go out (outside business hours or without balance) also do not go out. Nothing is deleted. - **"Excluir" (Delete)**: Asks for confirmation. The key stops immediately. Leads and entries that have already arrived remain in the dashboard. In the dashboard: "Abrir Integrações" (Open Integrations). Create the first integration and send a test lead before connecting your system. ### Guide: Webhooks: notify your CRM at every step Your CRM finds out right away when a lead arrives, qualifies, goes to an agent, changes stage, or becomes a sale, with every delivery logged and a "Reenviar" (Resend) button. The **Webhooks** are the second tab of ["Integrações" (Integrations)](https://attendto.com.br/en/manual/integracoes). Each webhook is an endpoint (URL) on your system that receives a notice for each event you chose, signed with its own secret. Everything that goes out stays in the **"Entregas" (Deliveries)** tab for 30 days, with the body sent, the response, and each attempt. Developers find the examples for each event, the signature check, and the retry rules in the **"Documentação dos webhooks" (Webhooks documentation)** button, in the **"Para quem vai programar o recebimento" (For whoever will program the receiving end)** card. This guide is for those who configure and monitor. #### Creating a webhook 1. **Open the form**: Open **"Integrações" (Integrations) → Webhooks → "Novo webhook" (New webhook)**. 2. **Endpoint and events**: Paste your system's endpoint (URL) (HTTPS) and choose the events, in groups: lead, service, pipeline, and orders. 3. **Save the secret**: Save the signing secret: it appears only once. 4. **Test**: Click **"Testar" (Test)**: the result appears on the card itself. On screen: Webhooks tab: the numbers for the last 7 days and the cards for three endpoints, one of them paused automatically. The Webhooks tab, with the health of each endpoint. The **"Ativo" (Active)** switch pauses the webhook: nothing is sent until you reactivate it, and events from that period aren't queued. **"Editar" (Edit)** changes the endpoint and the events, and that is also where **"Gerar segredo novo" (Generate new secret)** is: the current secret stops being valid immediately, so update your system right afterward. #### The 13 events Lead created, lead qualified, hot lead, assigned to an agent, handoff to a human, first contact, changed stage, sale, lost, deal reopened, asked not to receive messages, data erased, and orders imported. “Lead qualified” goes out once per lead. The stage-change notice carries the column's role in the `role` field (entry, qualified, service, intermediate, won, or lost), so your system can understand any board (it may come empty while the board's columns have no role). #### Personal data: it doesn't leave The notices carry identifiers: the lead ID, the ID in your system, the stage, the score, and the values. Stage changes and sales also carry the deal fields that aren't sensitive; a free-text field carries what the team wrote in it. Name, phone, email, and the conversation summary don't leave, and a field marked as sensitive never leaves. When a data subject asks for their data to be erased, the **"Dados apagados (LGPD)" (Data erased (LGPD))** notice goes out so your system erases what it stored about them, and the beginning of your system's response is erased from the delivery log. #### Deliveries, retries, and resending Each notice is tried up to 6 times: right away, then after 1 min, 5 min, 30 min, 2 h, and 6 h. In the **"Entregas" (Deliveries)** tab you see each attempt; when you open a delivery, your system's response and the body sent appear. **"Reenviar" (Resend)** sends with the same event ID, so your system doesn't duplicate. After 50 consecutive notices without success, the webhook is paused and you receive a warning. On screen: Deliveries tab: the health of the last 7 days with the per-day chart and the delivery list with its filters. The delivery log: the 7-day health, the per-day chart, and each delivery, with "Reenviar" (Resend) on the ones that failed. The pause notice appears on the card, in the bell, and by email. Fix the endpoint in the receiving system and click **"Reativar" (Reactivate)**; the deliveries that were left out remain in the log, with the **"Reenviar" (Resend)** button. The notices from the period it stayed paused on its own are also there, as **"Não entregue" (Not delivered)**: nothing is lost. Resending a delivery from a paused webhook asks for **"Reativar e reenviar" (Reactivate and resend)**. #### Order and duplicates Notices can arrive out of order when there are retries. Sort by the `occurred_at` field and ignore an `event_id` that has already arrived. In automatic handoff with round-robin, two handoff notices arrive, one from the AI and another from the assignment. #### Endpoints that are not accepted The refusal comes with the specific reason, below the endpoint field. The rules: - `https`, always. `http` doesn't pass. - Default port. An endpoint with an alternate port is refused. - No username and password embedded in the endpoint. - Public endpoint. An endpoint on your company's internal network is blocked. If the system that needs to be notified only exists inside the company network, the path is to publish an internet-facing endpoint that talks to it, rather than insisting on registering the internal one here. > **Deleting can't be undone:** **"Excluir" (Delete)** asks for confirmation and, once confirmed, the endpoint stops receiving immediately and its delivery log is erased along with it. The secret goes away too: recreating the same endpoint later generates a new secret, and your system needs to swap it. If the idea is only to pause, use the **"Ativo" (Active)** switch. #### Who can change things Webhooks and deliveries belong to the account owner. For the other roles, the two tabs show that they stay with the owner, without the endpoints and without the log. Webhooks and deliveries don't debit balance. In the dashboard: "Abrir Webhooks" (Open Webhooks). Open this together with whoever looks after your CRM: the secret appears only once. ### Guide: Conversions for your ads Send back to Meta who qualified and bought #### What it is When a lead qualifies, moves through the stages of your board or closes a deal, the panel notifies Meta. Campaigns learn to look for people similar to those who advanced in your pipeline, not just those who clicked. In the step **"Escolher o que enviar" (Choose what to send)**, choose the board: each column between entry and the win can become an event, and the win goes out as "Compra" (Purchase), with the value. > **In health industries, conversions don't go out yet:** An appointment is health data (LGPD, art. 11). Telling Meta that a patient scheduled or showed up requires the patient's consent for that purpose alone, and the panel doesn't ask for that consent yet. So, on a health industry board, no stage becomes an event for now. A patient on a health board is also left out when the chosen board belongs to another industry. On screen: The "Conversões" (Conversions) tab of "Integrações" (Integrations) with the connection checked: the "Enviar conversões" (Send conversions) control on, with the week's sent and matched conversions, and the three setup steps — the connected dataset, the stages of the "Imobiliária" (Real Estate) board with each stage's event, and the test. The "Conversões" (Conversions) tab, with the "Imobiliária" (Real Estate) board. #### Before you start: the dataset, the token and the test code Everything happens in Meta's **"Gerenciador de Eventos" (Events Manager)**, with the account that manages your ads. It needs no review or approval from Meta, and you don't hand over a password or access to the panel. 1. **Create or choose the dataset**: If your website already has the Meta Pixel, use its dataset. If it doesn't, click **"Conectar dados" (Connect data)**, choose **Web**, then **"Criar novo conjunto de dados" (Create new dataset)**, give it a name and link it to the ad account that runs the campaigns. Don't use a dataset with a mobile phone icon: it belongs to an app. 2. **Note the ID**: In **"Conjuntos de dados" (Datasets)**, open the dataset. The ID is the number shown below the name, as **"Identificação" (ID)**. 3. **Generate the token**: On the **"Configurações" (Settings)** tab of the dataset, scroll down to **"API de Conversões" (Conversions API)** and, under **"Configurar integração direta" (Set up direct integration)**, click **"Gerar token de acesso" (Generate access token)**. Copy the token right away: Meta shows it only once. If you choose the option with the Dataset Quality API, leave only this dataset checked, because Meta doesn't let you undo that choice. 4. **Copy the test code**: On the **"Eventos de teste" (Test events)** tab, choose the **"Site" (Website)** channel and open **"Confirme se os eventos do seu servidor estão configurados corretamente" (Confirm your server events are set up correctly)**. The code starts with TEST. 5. **Paste and check**: In **"Integrações" (Integrations) → "Conversões" (Conversions)**, paste the ID, the token and the test code and click **"Conferir conexão" (Check connection)**. The check sends Meta a test "Lead qualificado" (Qualified lead) event, with a made-up identifier that matches none of your customers. All three fields are required. 6. **Choose, test and turn on**: Choose the stages in step 2, send a test event in step 3 and turn on **"Enviar conversões" (Send conversions)** at the top. > **If Meta's page shows an error when generating the token:** Meta may ask for a security confirmation when you generate the token. If the page shows "Opa! Ocorreu um erro" (Oops! An error occurred), generate the token in the browser where you always log in to Meta. > **The token stays encrypted:** The token is stored encrypted and is never shown in full again. If needed, paste a new token in **"Trocar token" (Change token)**. #### What goes out and what never does - Yes: The stage the lead reached and the time it happened. - Yes: The sale value, in Brazilian reais. - Yes: The ad form ID; without it, encrypted phone and email. - No: Name, conversation, AI summary and deal data. - No: Nothing about anyone who asked not to receive messages, was removed from campaigns or had their data erased. #### How to read the log Each row shows the stage, the lead, how it was matched and the status: **"Enviado" (Sent)**, **"Aguardando" (Pending)** (new attempt scheduled, or a new token when Meta rejected the token), **"Recusado" (Rejected)** (with the reason and the "Reenviar" (Resend) button) or **"Pulado" (Skipped)** (no data to match, data subject's request, a deadline Meta accepts, sale without value, no legal basis on record, stage turned off or board changed before the event went out, or health data, which for now doesn't go out). On screen: The "Registro de envios" (Send log) in the "Conversões" (Conversions) tab: the filter by status with the counts and the table with the time, the lead, the event, the match, the status with the reason and the attempts. The log. "Reenviar" (Resend) appears only on rejected ones and sends the same event, without duplicating. - **"Casadas" (Matched)**: The conversions that went with the ad form ID, the most precise match. - **"Telefone e e-mail" (Phone and email)**: Without the form ID, encrypted phone and email go out. Meta compares them without receiving the number in plain text. - **"Qualidade na Meta" (Quality on Meta)**: The score Meta calculates is in the "Gerenciador de Eventos" (Events Manager). The panel doesn't make up that number. #### Who is responsible for the legal basis Your company is responsible for the leads' data, and the panel processes that data on its behalf. Turning on conversions is your decision, recorded under your name; the **"O que vai para a Meta" (What goes to Meta)** section, on the tab itself, shows what is sent and what never is. #### Frequently asked questions **Why doesn't the click on the WhatsApp ad match?** That match depends on a Meta permission that isn't granted yet. Today the conversion matches by the ad form ID or by encrypted phone and email. **Does a sale from months ago go out?** No. Meta only accepts events from the last 7 days. Anything older appears in the log as "Pulado" (Skipped), with the date of the event. **I reopened the deal and won it again. Does it duplicate?** No. Each lead has a fixed event ID for the win, and Meta ignores the second submission with the same ID. **I marked the sale without a value. Can I fix it?** Yes. Reopen the deal and mark the win again with the value: the same conversion, which was "Pulado" (Skipped) for a sale without value, goes back to waiting and goes out with the value, without duplicating. **Can I resend with sending turned off?** No. With **"Enviar conversões" (Send conversions)** off, nothing goes to Meta, not even through "Reenviar" (Resend). Turn sending on at the top of the tab and resend the rejected conversion. **Meta rejected my token. Did I lose the conversions?** No. They stay pending and go out on their own when you paste a new token in step 1, as long as the event happened in the last 7 days. How people search: leads API; integrate CRM with WhatsApp; receive form leads on WhatsApp; automatic first contact WhatsApp; qualified lead webhook; notify CRM when lead becomes a sale; integration API key; test lead; Meta Conversions API; send conversions back to ads; Events Manager token; resend failed webhook; orders RFV integration. ## Dashboard settings: team, industry, business hours, AI, brand, and custom domain URL: https://attendto.com.br/en/manual/configuracoes Menu: Account > "Configurações" (Settings) "Configurações" (Settings) is the dashboard screen where the Owner of the account defines the brand, the business industry, when and how the AI serves, who is on the team, and how much the account can spend. When it appears: Appears in the menu for the Owner and the Admin. The "Avançado" (Advanced) section exists only for the Owner. Logo and custom domain require the Pro plan. On a partner account with its own brand, the appearance stays with the partner (only the company name is editable) and automatic top-up does not appear. "Cliente ideal" (Ideal customer), "Closer AI", and the advanced follow-up of the cadences depend on the Revenue AI module. When the "Módulos" (Modules) store is already in the menu, the "Módulos" (Modules) section leaves here and the shortcut leads to the store. "Modo atendimento" (Service mode) only shows the switch on direct-sales accounts; on the others, the card appears only if the mode is already on, with its status. ### Who can use it - Owner: Sees all sections, including "Avançado" (Advanced), and changes everything: name, colors, logo, custom domain, hours, messages, persona, AI switches, limits, team, invites, round-robin, modules, notifications, and billing. - Admin: Opens the screen and sees all sections except "Avançado" (Advanced). Most fields appear locked, with a notice that only the account owner can change them. The Admin can change the industry and apply the package, turn on audio transcription in human service, edit the Closer's rules and the cadence limits, mark who is in the round-robin and each person's load, and manage their own two-step verification and the notice on their own device. Does not invite or deactivate anyone. - Agent: Does not see "Configurações" (Settings) in the menu. If they open the screen's URL directly, the dashboard goes back to the home screen. Each person's two-step verification is on this screen, so the agent asks the Owner for help to get to it. ### Screens #### "Configurações" (Settings) The "Configurações" (Settings) screen is for adjusting the whole account in one place, divided into sections in the left column that switch the content without leaving the page. Address in the dashboard: `/app/configuracoes` ![Screenshot of the "Configurações" (Settings) screen. The "Configurações" (Settings) screen is for adjusting the whole account in one place, divided into sections in the left column that switch the content without leaving the page.](https://attendto.com.br/prints-do-manual/configuracoes--configuracoes.png) The "Configurações" (Settings) screen in the demo account, with sample data and blurred values. How to get there: Through the "Configurações" (Settings) item in the CONTA (ACCOUNT) group of the menu. Each section has its own address with `#` (for example `#equipe`, `#ia`, `#seu-segmento`, `#cobranca`): the link opens straight to that section and reloading the page keeps the section open. ##### Screen sections (left column) The list of sections: on a computer it is a fixed column with each one's description; on a phone it becomes a scrollable strip at the top. Buttons and actions: - **"Empresa" (Company)**: Opens brand, logo, custom domain, account data, and tax data. - **"Seu segmento" (Your industry)**: Opens the account's industry, the industry package, and the precautions that reach the AI. - **"Atendimento" (Service)**: Opens channels, handoff deadline, audio transcription, hours, and automatic messages. - **"Agenda" (Calendar)**: Opens the Google Calendar connection and the working hours in which the AI schedules meetings. - **"IA & persona" (AI & persona)**: Opens the AI's name and tone, service languages, image reading, human pacing, reply from the phone, service mode, guidance to the order, and spending cap. - **"Cliente ideal" (Ideal customer)**: Opens the declared ideal customer profile and the one calculated by the AI. - **"Cadências" (Cadences)**: Opens the automatic follow-up sequences. - **Closer AI**: Opens the limits, the discount ladder, and the negotiation's objection playbook. - **"Equipe" (Team)**: Opens the member list, invites, each person's access, and lead round-robin. - **"Módulos" (Modules)**: Opens the module catalog and the active module's dashboard. - **"Segurança" (Security)**: Opens the two-step verification for your own access account. - **"Notificações" (Notifications)**: Opens the device alert, the weekly summary, and the satisfaction survey. - **"Cobrança & alertas" (Billing & alerts)**: Opens "Recarga automática" (Automatic top-up), balance alerts, bell switches, and the monthly cap for paid templates. - **"Avançado" (Advanced)** (Owner): Opens the shortcut to webhooks and the danger zone (account deletion). Also appears: - Each item has a short description below its name on desktop (for example, "Equipe" (Team): "Membros e convites" (Members and invitations)). - The "Novo" (New) badge appears next to "Seu segmento" (Your industry). - The icon for "Seu segmento" (Your industry) is the one for the industry chosen in the account. ##### "Empresa" (Company) · "Marca" (Brand) The company name and the colors that style the entire dashboard, in the light and dark themes. Fields and filters: - **"Nome da empresa" (Company name)**: Appears on the login, in the browser tab, in the sidebar, and in team emails. It needs at least 2 characters. - **"Cor da marca" (Brand color)**: A palette of ready-made colors and a custom color. The color changes the dashboard instantly and is saved when you apply it. - **"Fim do degradê" (Gradient end)**: The second color of buttons and highlights, which end in it. - **"Código hexadecimal da cor" (Color hex code)**: Inside "Cor personalizada" (Custom color): type the color code (for example #6941C6) or use the visual picker. Buttons and actions: - **"Salvar" (Save)**: Saves the company name. It is only active once the name has changed. - **"Cor personalizada" (Custom color)**: Opens the selection of a color outside the palette, with a visual picker and a code field. - **"Usar versão legível" (Use readable version)**: Appears when the color is too light for white text: swaps it for the darker, more legible version of the same color. - **"Aplicar cor" (Apply color)**: Saves the custom color. It stays disabled while the color doesn't have enough contrast. Also appears: - Gradient preview: a sample button with the text "Assim ficam os botões da marca" (This is how the brand buttons look). - Contrast warning: shows the measured contrast and the required minimum when the color is too light. - For anyone who is not the Owner, "Apenas o owner pode alterar o nome." (Only the Owner can change the name.) appears and the fields are locked. ##### "Empresa" (Company) · "Logo da empresa" (Company logo) The logo that replaces the default logotype in the sidebar and on the login. PRO badge: requires the Pro plan. Fields and filters: - **"Fundo da logo" (Logo background)**: Appears after you upload the logo. Three options, each drawn with your logo: "Nenhum" (None), "Claro" (Light), or "Escuro" (Dark). Saves on click. Buttons and actions: - **"Enviar logo" (Upload logo)**: Opens the file picker. Accepts PNG or JPG up to 1MB; a transparent background works best. - **"Trocar" (Change)**: Uploads another image in place of the current logo. - **"Remover" (Remove)**: Removes the logo; the sidebar goes back to the default. - **"Conhecer o plano" (Learn about the plan)**: Without the Pro plan, takes you to the balance and plan screen. - **"Nenhum" (None)**: Logo with no background. - **"Claro" (Light)**: Logo on a light background. - **"Escuro" (Dark)**: Logo on a dark background. Also appears: - Without the Pro plan, the block becomes an invitation to the plan instead of the upload field. - An image over 1MB is rejected before upload, with a notice to reduce it. ##### "Empresa" (Company) · "Domínio próprio" (Custom domain) Lets the team enter the dashboard and the login through a URL from your company, such as app.suaempresa.com.br, with your brand. PRO badge: requires the Pro plan. Fields and filters: - **"Domínio próprio" (Custom domain)**: The URL you want to use, for example app.suaempresa.com.br. It must be a valid domain of your company. Buttons and actions: - **"Gerar instruções de DNS" (Generate DNS instructions)**: Shows the two records to create at your DNS provider: a TXT, which proves the domain is yours, and a CNAME, which points the URL to the platform. - **"Copiar o valor do registro ‹tipo›" (Copy the ‹type› record value)**: Copies the value of the TXT or CNAME record to paste at the DNS provider. - **"Já criei o TXT — registrar" (I've created the TXT — register)**: Checks whether the TXT is already published and registers the domain. While checking, it shows "Conferindo o TXT…" (Checking the TXT…). - **"Trocar domínio" (Change domain)**: Goes back to the field to enter another URL. - **"Verificar agora" (Verify now)**: Checks the TXT, the CNAME, and the security certificate again. When all three pass, the badge becomes "Ativo" (Active). - **"Remover" (Remove)**: Removes the custom URL; the dashboard goes back to the default URL. - **"Conhecer o plano" (Learn about the plan)**: Without the Pro plan, takes you to the balance and plan screen. Also appears: - "Aguardando DNS" (Waiting for DNS) badge while the verification is not complete; "Ativo" (Active) badge when the URL is live. - With the domain active, the card shows the login link at your URL and notes that email invitations will now use that URL. - Fixed notice: DNS propagation takes from minutes up to 24 hours, and the certificate is issued automatically once the DNS points to the platform. - On Cloudflare, the CNAME must be set to "Somente DNS" (DNS only, gray cloud) (gray cloud, no proxy); with the proxy on, the verification fails. - If the URL can't be used, the reason appears along with guidance to use a domain that belongs to your company. ##### "Empresa" (Company) · "Identidade visual (conta de parceiro)" (Visual identity (partner account)) Appears in place of "Marca" (Brand), Logo, and "Domínio próprio" (Custom domain) when the account was sold by a partner with its own brand: it says who defines the look and leaves only the company name editable. Fields and filters: - **"Nome da empresa" (Company name)**: The only appearance field the account can change in this case. Buttons and actions: - **"Salvar" (Save)**: Saves the company name. ##### "Empresa" (Company) · "Conta" (Account) Who you are in this account. Read-only. Fields and filters: - **"Empresa" (Company)**: The name of the account you signed in to. - **"Papel" (Role)**: Your role: "Dono" (Owner), Admin, or "Atendente" (Agent). - **"Usuário" (User)**: Your sign-in name. ##### "Empresa" (Company) · "Dados da empresa" (Company details) CNPJ, legal name, and address used on invoices and documents. All optional. Fields and filters: - **CNPJ**: With an automatic mask in the format 00.000.000/0000-00. - **"Razão social" (Legal name)**: The company's legal name. - **"Endereço" (Endpoint)**: Street and number. - **"Cidade" (City)**: The company's city. - **"UF" (State)**: State abbreviation. - **CEP**: CEP (postal code) of the address. Buttons and actions: - **"Salvar dados da empresa" (Save company details)**: Saves the fields. If a value is rejected, the error appears below the field itself. Also appears: - For anyone who is not the Owner: "Só o owner edita os dados da empresa." (Only the Owner edits the company details.) ##### "Seu segmento" (Your industry) Shows the business's industry, what its package brings to the account, and the safeguards that reach the AI. Choosing or changing the industry doesn't create or delete anything. Buttons and actions: - **"Aplicar o pacote do segmento" (Apply the industry package)**: Opens the package preview, piece by piece, so you can choose what goes into the account. - **"Trocar segmento" (Change industry)**: Opens the industry grid to change the account's industry. - **"Escolher o segmento" (Choose the industry)**: Appears when the account doesn't have an industry yet (or uses "Genérico" (Generic)): opens the same selection grid. - **"Desfazer" (Undo)**: In the "Pacote de ‹segmento› aplicado" (‹industry› package applied) banner: undoes everything the last package created; what you already had stays as is. - **"Concluir o preparo" (Finish setup)**: Appears when part of the signup package was left undone: runs only the missing pieces. - **"Tentar de novo" (Try again)**: When the industry didn't load, fetches it again. Nothing was changed. Also appears: - Industry card: "Segmento da conta" (Account industry), the industry name, and the current status. - Badges: "Gerado pela IA para ‹o que você escreveu›" (Generated by the AI for ‹what you wrote›) when the template was built by the AI; "Segmento com cuidados regulatórios" (Industry with regulatory safeguards) in regulated industries. - List "O que o pacote de ‹segmento› traz" (What the ‹industry› package brings): "Quadro" (Board), "Campos do negócio" (Deal fields), "Qualificação" (Qualification), Persona, "Roteiro da base" (Base outline), and "Cadência de retomada" (Re-engagement cadence), each with a pill showing what already exists in the account. - Collapsible block "Cuidados do segmento que chegam à IA" (Industry safeguards that reach the AI), with the count and the list; it comes open in regulated industries. It warns that this is a summary and not a legal opinion. - Banner "O preparo da conta não terminou" (The account setup isn't finished) when pieces of the signup package are missing. - Without permission: "Só o dono ou um admin da conta troca o segmento e aplica o pacote." (Only the Owner or an Admin of the account changes the industry and applies the package.) ##### Dialog "Trocar o segmento da conta" (Change the account's industry) The industry grid with search, "Genérico" (Generic), and the "Outro segmento" (Other industry) option. It only changes the label, the template preselection in the "Funil" (Pipeline) and in "Qualificação" (Qualification), and the safeguards that reach the AI. Fields and filters: - **"Segmentos" (Industries)**: Search in the grid ("Buscar: dentista, loja, agência de viagens…" (Search: dentist, store, travel agency…)). With no result, "Nenhum segmento com ‹termo›" (No industry with ‹term›) appears, along with the shortcut to "Outro segmento" (Other industry). Buttons and actions: - **"Limpar busca" (Clear search)**: Clears the typed term and shows all industries again. - **"Outro segmento" (Other industry)**: Last card in the grid: opens the field for the AI to build the template for your industry. It has a per-use cost, charged to the balance; the amount appears on the card itself. - **"Escolher Outro segmento" (Choose Other industry)**: Shortcut that appears when the search finds nothing. - **"Cancelar" (Cancel)**: Closes without changing anything. - **"Trocar para ‹segmento›" (Switch to ‹industry›)**: Confirms the change. Afterward the notice "Segmento trocado para ‹segmento›" (Industry changed to ‹industry›) appears with the shortcut "Aplicar o pacote" (Apply the package). - **"Trocar o segmento" (Change the industry)**: Button label while nothing has been chosen; clicking without choosing shows the notice to choose an industry. Also appears: - The current industry carries the "Segmento atual" (Current industry) mark in the grid. - The footer explains what will happen: "Nada é criado agora: depois você aplica o pacote, se quiser." (Nothing is created now: you apply the package later, if you want.) - If the list of industries doesn't load, the account's industry stays as it is and there is a "Tentar de novo" (Try again) button. ##### "Outro segmento" (Other industry): the AI builds the template Inside the change dialog, with "Outro segmento" (Other industry) selected: you write your industry and the AI builds stages, fields, questions, persona, script, and re-engagement, with an editable preview before you use it. Fields and filters: - **"Qual é o seu segmento?" (What is your industry?)**: Up to 80 characters, for example pet shop, catering, or print shop. Enter also generates. - **"Tom" (Tone)**: In the preview: the tone of voice of the suggested persona, editable. - **"Primeira mensagem" (First message)**: In the preview: the opening of the suggested persona, editable. Buttons and actions: - **"Gerar com IA" (Generate with AI)**: Builds the template. It takes a few seconds and shows the steps: "Segmento" (Industry), "Etapas" (Stages), "Perguntas" (Questions), Persona, and "Cuidados" (Safeguards). - **"Cancelar" (Cancel)**: During generation: stops without applying or charging anything. - **"Usar ‹segmento›" (Use ‹industry›)**: When the text looks like an industry that already has a ready-made template: uses that template, at no cost. - **"Gerar mesmo assim" (Generate anyway)**: Ignores the similar ready-made template and generates a new one. - **"Usar este modelo" (Use this template)**: Accepts the reviewed preview. Then just confirm the change in the footer. - **"Usar o Genérico" (Use Generic)**: Gives up the generated template and chooses "Genérico" (Generic). - **"Revisar" (Review)**: Goes back to the preview of the template already accepted. - **"Trocar pelo Genérico" (Switch to Generic)**: Swaps the accepted template for "Genérico" (Generic). - **"Recarregar saldo" (Top up balance)**: When the balance doesn't cover the generation: closes the dialog and takes you to "Saldo & Recargas" (Balance & top-ups). - **"Tentar de novo" (Try again)**: When generation failed: tries again. Nothing was charged. Also appears: - States: generating (with the progress phrases), "Parece o segmento ‹nome›" (Looks like the ‹name› industry), preview, "Modelo para ‹texto› pronto para usar" (Template for ‹text› ready to use), error "Não deu para montar o modelo agora" (Couldn't build the template right now), "Sem conexão. Nada foi enviado." (No connection. Nothing was sent.), and "Saldo insuficiente para gerar" (Insufficient balance to generate). - After generating, the preview shows "Cobrado" (Charged) with the amount debited. ##### Dialog "Aplicar o pacote de ‹segmento›" (Apply the ‹industry› package) The preview of the package's six pieces, each with its own switch. Nothing you already have is deleted or overwritten; the board comes in as a new board and the qualification as a new audience. Fields and filters: - **"Nome do quadro" (Board name)** (required): "Quadro" (Board) piece: the name of the new "Funil" (Pipeline) board. Required when the piece is on. - **"Nome do público" (Audience name)** (required): "Qualificação" (Qualification) piece: the name of the new audience, up to 60 characters. It can't repeat an audience that already exists. Buttons and actions: - **"Parar o quadro ‹nome› de receber leads novos" (Stop board ‹name› from receiving new leads)**: A new lead is now created only on the new board; the cards that already exist stay where they are. - **"Tornar este o quadro padrão" (Make this the default board)**: The new board opens first in the "Funil" (Pipeline) and receives leads from integrations when no other is chosen. - **"Tornar este o público padrão" (Make this the default audience)**: The new audience becomes the default for "Qualificação" (Qualification). - **"Cancelar" (Cancel)**: Closes without applying anything. - **"Aplicar ‹n› peças" (Apply ‹n› items)**: Applies the pieces that are on, one at a time. If one fails, the others stay applied. - **"Tentar de novo" (Try again)**: In the result: redoes only the piece that didn't work. - **"Abrir o quadro" (Open board)**: Takes you to the "Funil" (Pipeline) with the board that was created. - **"Ver os campos" (View fields)**: Takes you to the "Funil" (Pipeline) to see the deal fields. - **"Ver a qualificação" (View the qualification)**: Takes you to "Qualificação" (Qualification). - **"Ver a persona" (View the persona)**: Takes you to "IA & persona" (AI & persona). - **"Preencher a base" (Fill in the base)**: Takes you to the "Base de conhecimento" (Knowledge base), with the topics marked "A preencher" (To fill in). - **"Ver a cadência" (View the cadence)**: Takes you to the "Cadências" (Cadences) section. The package's cadence starts out turned off. - **"Desfazer" (Undo)**: In the result: undoes only that piece. - **"Desfazer tudo" (Undo everything)**: Undoes all the pieces the package created. - **"Concluir" (Finish)**: Closes the dialog. Also appears: - Pills for each piece: "Entra" (Goes in), "Não entra" (Doesn't go in), "Já existe" (Already exists), "Nada a acrescentar" (Nothing to add), "Fica como está" (Stays as is). - Persona: only replaces the persona that is still the default; an edited persona "fica como está" (stays as is) and the industry's persona appears read-only. - Knowledge base script: topics "A preencher" (To fill in) and "Já na base" (Already in the base); no empty source is created. - Footer: "Vai aplicar ‹n› de 6 peças" (Will apply ‹n› of 6 pieces) or "Ligue pelo menos uma peça para aplicar." (Turn on at least one piece to apply.) - While applying: "Aplicando… não feche esta janela." (Applying… don't close this window.) ##### "Atendimento" (Service) · "Canais" (Channels) The status of each channel in the account, view only. The connection itself is under "Conexões" (Connections). Buttons and actions: - **"Gerenciar" (Manage)**: Takes you to "Conexões" (Connections) to connect, switch, or turn off the channel. Also appears: - One row for WhatsApp, SMS, "E-mail" (Email), and Web chat, with the "Conectado" (Connected) or "Não conectado" (Not connected) badge. - With more than one account on the same channel, the row says "‹n› contas conectadas" (‹n› connected accounts). - If the list doesn't load: "Não foi possível carregar os seus canais" (Couldn't load your channels) — this doesn't mean they are disconnected. ##### "Atendimento" (Service) · "Prazo de resposta do transbordo (SLA)" (Handoff response deadline (SLA)) How long the team has to reply to a lead the AI handed off to a human before the Inbox flags "SLA violado" (SLA breached). Fields and filters: - **"Prazo" (Deadline)**: 2, 5, 10, 15, 30, or 60 minutes. A value outside the list appears as "(atual)" (current). Buttons and actions: - **"Salvar prazo" (Save deadline)**: Saves the deadline. It is only active once the value has changed. ##### "Atendimento" (Service) · "Transcrever áudios no atendimento humano" (Transcribe audio in human service) Decides whether, while the team is handling the conversation, the lead's audio is also turned into text for the agent. It starts turned off; when on, it has a per-minute cost, charged to the balance. Buttons and actions: - **"Transcrever áudios no atendimento humano" (Transcribe audio in human service)** (Owner, Admin): Turns transcription on or off when an agent is in the conversation. When off, the agent listens to the audio in the Inbox, at no cost. Also appears: - While the AI is handling the conversation, audio is always transcribed: that is how it understands the lead. - For anyone who can't change it: "Só o dono ou um admin da conta altera esta configuração." (Only the Owner or an Admin of the account changes this setting.) ##### "Atendimento" (Service) · "Horário de atendimento" (Service hours) When the human team is available and what the AI does outside those hours. Fields and filters: - **"Fuso horário" (Time zone)**: Brasília / São Paulo, Manaus, Fortaleza, Cuiabá, Rio Branco, or Fernando de Noronha. - **"Início — ‹dia›" (Start — ‹day›)**: Opening time for the day. - **"Fim — ‹dia›" (End — ‹day›)**: Closing time for the day. There is one time range per day. Buttons and actions: - **"Atendimento 24 horas, todos os dias" (24-hour service, every day)**: The 24/7 switch. When on, the account is always open and the grid below does not apply. - **"IA continua atendendo (recomendado)" (AI keeps responding (recommended))**: Outside hours, the AI replies, qualifies, and schedules; anyone who asks for a human joins the queue until opening. - **"Somente mensagem de ausência" (Away message only)**: Outside hours, the AI does not reply: the lead receives the away message and the conversation is recorded. - **"Atendimento na ‹dia›-feira" (Service on ‹day›)**: Switch for each day of the week. When off, the day shows as "Fechado" (Closed). - **"Salvar horário" (Save hours)**: Saves the whole grid. If there is an error, the grid goes back to what it was. Also appears: - For anyone who is not the Owner: "Apenas o owner pode alterar o horário de atendimento." (Only the Owner can change the service hours.) ##### "Atendimento" (Service) · "Mensagens automáticas" (Automatic messages) Four texts of up to 500 characters each. Only the variables {nome} (the lead's first name) and {ia} (the AI's name) are valid, and no fixed price is allowed. Fields and filters: - **"Saudação" (Greeting)**: A tone reference for the persona; the AI writes the actual greeting of the conversation. - **"Ausência (fora do horário)" (Away (outside hours))**: Sent word for word when the out-of-hours mode is "Somente mensagem de ausência" (Away message only). - **"Encerramento" (Closing)**: The farewell of the conversation. - **"Aviso LGPD" (LGPD notice)**: Replaces the default text about data use. Buttons and actions: - **"Salvar mensagens" (Save messages)**: Saves the four texts. It is disabled if any exceeds 500 characters; if a text is rejected, the reason appears on the card. Also appears: - A ‹characters›/500 counter in each field, which turns red when it goes over the limit. ##### "Agenda" (Calendar) · "Google Agenda" (Google Calendar) Connects the calendar so the AI can offer free times, confirm with the lead, and create the event with an invitation. Only the busy/free blocks are read. Fields and filters: - **"Duração da reunião (min)" (Meeting duration (min))**: From 15 to 240 minutes; the default is 30. - **"Intervalo entre reuniões (min)" (Gap between meetings (min))**: From 0 to 120 minutes; the default is 15. - **"Início ‹dia›" (Start ‹day›)**: Opening of working hours for the selected day. - **"Fim ‹dia›" (End ‹day›)**: Closing of working hours for the selected day. Buttons and actions: - **"Conectar Google Agenda" (Connect Google Calendar)**: Opens the Google authorization in another tab. When you come back, a notice confirms the connection or the error. - **"Salvar expediente" (Save working hours)**: Saves days, times, duration, and interval. - **"Desconectar" (Disconnect)**: Turns off the calendar; the AI stops offering times. Also appears: - When connected, the badge with the calendar's email appears. - A checkbox for each day of the week; an unchecked day appears as "fechado" (closed). ##### "IA & persona" (AI & persona) · "Persona da IA" (AI persona) The name and tone of voice of the persona that is active today, and who answers for each connected account. Fields and filters: - **"Nome da IA" (AI name)**: The name it introduces itself with and signs with in the Inbox. It is the value of {ia} in the automatic messages. - **"Tom de voz" (Tone of voice)**: Free text that decides how it treats the customer and how long its replies run. Buttons and actions: - **"Salvar persona" (Save persona)**: Saves name and tone. It is disabled when the name is empty. - **"gerenciar personas →" (manage personas →)**: Opens the Personas screen, with offer, frequently asked questions, and variants. - **"vincular em Conexões →" (link in Connections →)**: Takes you to "Conexões" (Connections) to choose the persona for each connected account. - **"Tentar de novo" (Try again)**: When the connected accounts did not load. Also appears: - Block "Quem responde por cada conta" (Who answers for each account): each connected account with its linked persona or "persona da empresa" (company persona). - With no connected accounts: "Nenhuma conta conectada ainda. Quando houver, cada uma pode ter a sua própria persona." (No connected account yet. Once there is one, each can have its own persona.) - The card only appears when there is an active persona. ##### "IA & persona" (AI & persona) · "Idiomas do atendimento" (Service languages) Which language the AI replies in: it follows the language the lead writes in, if it is among the accepted ones; outside those, it uses the main language. The dashboard stays in Portuguese. Fields and filters: - **Main language**: Menu with Portuguese (Brazil), Portuguese (Portugal), Portuguese (Mozambique), English (US), Spanish (Latin America) and French. It is the language the AI uses when it does not recognize the lead's and in the texts the account prepares for the lead to read later, such as forms and the qualification script. Comes as Portuguese (Brazil). - **Accepted languages**: One checkbox per language; the checked ones are those the AI talks in. The main one is always checked, with the Principal badge, and cannot be unchecked. When the lead writes in European Portuguese and the account accepts Portugal and Mozambique, the text does not allow telling one from the other with confidence: the AI uses whichever of the two is the account's main language; if neither is the main one, it uses the first accepted, in menu order (Portugal before Mozambique). Buttons and actions: - **"Tentar de novo" (Try again)**: Appears when saving fails or the reading does not load; tries again. - **Undo the change**: After an error when saving, goes back to what was saved. Also appears: - Badge to the right of the title: **1 idioma** or **N idiomas**. - Saves on every change, with no Save button; the footer shows **"Salvando…" (Saving…)** and then **"Salvo às ‹hora›" (Saved at ‹time›)**, with a notice such as **"Pronto: a IA atende em 3 idiomas." (Done: the AI serves in 3 languages.)** - Summary below the checkboxes: **"Hoje a IA atende só em Português (Brasil). Nada muda até você marcar outro idioma." (Today the AI serves only in Portuguese (Brazil). Nothing changes until you check another language.)** or **"A IA atende em 3 idiomas: ‹lista›. No Inbox, o idioma de cada lead aparece ao lado do nome." (The AI serves in 3 languages: ‹list›. In the Inbox, each lead's language appears next to the name.)** - Switching the main language: the new one joins the accepted ones and gets locked; the old one stays checked, now free to uncheck. - **"Bom saber" (Good to know)** box: fixed messages (out of hours, transfer to the team) go out in the lead's language; Meta templates go out in the lead's language when the same template is approved in that language, otherwise in the template's own language; your automatic messages go out as you wrote them for those who speak the main language and, in the other languages, the AI uses the default text in that language; the consent request in other languages uses a neutral privacy text, and the Portuguese version keeps citing the LGPD. - Error when saving: **"Não foi possível salvar os idiomas." (The languages could not be saved.)** The AI keeps serving as before. Error when reading: **"Não conseguimos ler esta configuração agora." (We could not read this setting right now.)** The AI keeps serving with the languages that were already saved. - For the admin, everything is locked, with **"Só o responsável pela conta (owner) altera esta configuração." (Only the account owner can change this setting.)** ##### "IA & persona" (AI & persona) · "Ler as imagens que o lead envia" (Read the images the lead sends) The AI looks at the photo that arrives (prescription, medicine box, product, receipt) and replies with what it saw; the team sees what was read below the photo. It has a cost per image read, charged to the balance. Fields and filters: - **"Limite por conversa" (Limit per conversation)**: 10 images every 24 h (default), 5, 20, or "Sem limite" (No limit). After the limit, the photo goes to the team and is not charged. Buttons and actions: - **"Ler as imagens que o lead envia" (Read the images the lead sends)**: Turns reading on or off. When off, the AI asks the lead to write what they need. - **"Mostrar para a equipe o que a IA leu" (Show the team what the AI read)**: Shows or hides the discreet box below each photo in the Inbox. The lead never sees it. - **"Copiar um parágrafo para a sua política" (Copy a paragraph for your policy)**: Copies ready-made text about image reading to paste into your "Política de privacidade" (Privacy policy). - **"Saiba mais na Central de ajuda" (Learn more in the Help center)**: Opens the image-reading guide. Also appears: - Side-by-side previews: "Desligado" (Off) and "Ligado · como fica" (On · how it looks). - Price line per image read, with the estimate of what arrived in the last 30 days. A photo the AI couldn't read, a sticker, and an image that is too large are not charged. - Notice "Receitas e exames são dados de saúde" (Prescriptions and exams are health data) (LGPD, art. 11): the AI does not advise on dosage or confirm the use of any medication. - On Enterprise, there is no price line: reading uses the model chosen in "IA própria" (Own AI) › "Roteamento" (Routing). - "Novo" (New) badge next to the title. ##### "IA & persona" (AI & persona) · "Ritmo de conversa humana" (Human conversation pace) The AI replies briefly, waits for the lead to finish typing, and sends in separate messages, like a person typing. Buttons and actions: - **"Ritmo de conversa humana" (Human conversation pace)**: Turns on or off. Saves on click, with no confirm button. Also appears: - Previews "Sem o ritmo humano" (Without the human pace) and "Com o ritmo humano" (With the human pace); the active column is highlighted. - Three consecutive messages from the lead become a single reply, and cost only one. - On WhatsApp and Instagram the lead sees "digitando…" (typing…); over SMS and email the reply arrives whole. - With an agent in the conversation, none of this applies. ##### "IA & persona" (AI & persona) · "Quando você responde pelo celular" (When you reply from your phone) If someone replies to the lead through the WhatsApp on the device, on the same number, the AI stops replying in that conversation; campaigns, cadences, and reminders are also left out during that period. Fields and filters: - **"A IA fica calada por" (The AI stays quiet for)**: Minutes of silence, from 5 to 240. Saves when you leave the field; outside the range, "Escolha entre 5 e 240 minutos." (Choose between 5 and 240 minutes.) appears. Buttons and actions: - **"A IA volta sozinha quando o tempo acaba" (The AI comes back on its own when time runs out)**: When on, the AI resumes the conversation at the end of the period. When off, it only comes back when someone clicks "Devolver para a IA" (Return to the AI) in the Inbox. ##### "IA & persona" (AI & persona) · "Modo atendimento" (Service mode) For direct sales (pharmacy, store, delivery), where whoever reaches out already wants to buy: hot and warm leads are no longer charged and the AI guides the order without the qualification step. Buttons and actions: - **"Modo atendimento" (Service mode)**: Turns the mode on or off. It appears only on accounts where the account is allowed to turn it on. Also appears: - List "Ligado, muda:" (When on, it changes:) and list "Continua igual:" (Stays the same:) (messages, images, audio, Meta templates, and handoffs are still charged). - When the one turning it on is the platform team or the partner, the card shows only the "Ligado" (On) badge, with no switch. - If the setting doesn't load: "Não conseguimos ler esta configuração agora." (We couldn't read this setting right now.) with "Tentar de novo" (Try again). ##### "IA & persona" (AI & persona) · "Conduzir até o pedido completo" (Guide through to the complete order) When on, the AI stays with the customer who warmed up or wants to buy: asks what is missing, summarizes the order, and passes it to the team to confirm. A new account starts with the option on. Buttons and actions: - **"Conduzir até o pedido completo" (Guide through to the complete order)**: Turns the guidance on or off. When off, the conversation goes to the team when the customer warms up. - **"Ajustar a Qualificação" (Adjust Qualification)**: Opens "Qualificação" (Qualification), which defines what a complete order is. - **"Abrir o Funil" (Open Pipeline)**: Opens the "Funil" (Pipeline), where the complete order appears. Also appears: - Previews "Desligado" (Off) and "Ligado (padrão de conta nova)" (On (new-account default)) with the same customer message. - List "Mesmo ligado, a conversa vai para a equipe quando:" (Even when on, the conversation goes to the team when:) complete order, request for a person, irritation, the AI not understanding, the AI unable to reply, a "Funil" (Pipeline) column that distributes via round-robin, and a call from Closer AI. - The complete order enters the handoff queue with the reason "Pedido completo" (Complete order). ##### "IA & persona" (AI & persona) · "Teto de gastos de IA" (AI spending cap) Daily and monthly limit on AI spending. Empty = no cap. When reached, the AI pauses new replies; human service never stops. Fields and filters: - **"Teto diário (R$)" (Daily limit (R$))**: Maximum amount per day. Blank means no cap. - **"Teto mensal (R$)" (Monthly limit (R$))**: Maximum amount per month. Blank means no cap. Buttons and actions: - **"Salvar teto" (Save limit)**: Saves both caps. ##### "Cliente ideal" (Ideal customer) · The ideal customer you declare Six fields that describe who you want to serve. It applies from day one; leaving them empty does no harm. Fields and filters: - **"Segmento" (Industry)**: The type of business of the ideal customer. - **"Porte (funcionários)" (Size (employees))**: Size range, for example 11 to 50. - **"Cargo de quem decide" (Decision-maker's role)**: Who signs off on the purchase. - **"Região" (Region)**: Where the ideal customers are. - **"Ticket típico" (Typical ticket)**: The amount that is usually sold. - **"Sinal de compra" (Buying signal)**: The sign that the lead is ready. Buttons and actions: - **"Salvar ICP declarado" (Save declared ICP)**: Saves the profile; the AI starts comparing the next leads against it. Also appears: - "Em uso no atendimento" (In use in service) or "Guardado" (Saved) badge when a calculated profile already exists. - With the Revenue AI module off, a notice that the fit only appears when the module is active. - Footer with the date and author of the last change, or "Ainda não declarado." (Not declared yet.) ##### "Cliente ideal" (Ideal customer) · The ideal customer the AI calculates The profile calculated from the won and lost deals in the "Funil" (Pipeline). It unlocks once the minimum sample is reached and never replaces the declared one unless you choose it. Buttons and actions: - **"Calcular agora" (Calculate now)**: Requests the calculation before the next automatic pass, when the sample is already ready. - **"Recalcular agora" (Recalculate now)**: Redoes the calculation of an already calculated profile. - **"Histórico de versões" (Version history)**: Shows earlier versions of the calculated profile. - **"Esconder versões" (Hide versions)**: Closes the history. - **"O declarado por você" (What you declared)** (Owner): Makes service use the declared profile. - **"O calculado pelos resultados" (What was calculated from results)** (Owner): Makes service use the calculated profile. The change is kept in the audit trail. Also appears: - Bar "Amostra dos últimos 180 dias" (Sample from the last 180 days) with outcomes and wins. - With no sample: "Ainda sem amostra para calcular" (No sample to calculate yet), showing how many outcomes and wins are missing. - Attributes with weight and "Diferenças do que você declarou" (Differences from what you declared). - Block "Qual perfil a IA usa no atendimento" (Which profile the AI uses in service). ##### "Cadências" (Cadences) Automatic message sequences fired by a trigger, which stop on their own when the lead replies. With the Revenue AI module, they become "Follow-up avançado" (Advanced follow-up). Fields and filters: - **"Follow-ups por lead por semana (todas as cadências)" (Follow-ups per lead per week (all cadences))**: "Limites" (Limits) tab: how many follow-up messages a lead receives per week, adding up all cadences. - **"Teto mensal com modelos pagos (0 = sem teto)" (Monthly cap on paid templates (0 = no cap))**: "Limites" (Limits) tab: how much cadences can spend per month on paid templates. Buttons and actions: - **"Cadências" (Cadences)**: Tab with the list of cadences. - **Editor**: Tab that appears while a cadence is being created or edited. - **"Resultados" (Results)**: Tab (and button on each cadence) with the results panel. Only with the Revenue AI module. - **"Biblioteca" (Library)**: Tab of ready-made cadence templates. Only with the Revenue AI module. - **"Limites" (Limits)**: Tab of the safeguards that apply to all cadences. Only with the Revenue AI module. - **"Nova cadência" (New cadence)**: Opens the editor with a blank cadence. - **"Usar" (Use)**: In the "Biblioteca" (Library): opens the editor with steps, audience, and rules filled in. Nothing turns on by itself. - **"Ativa" (Active)**: Checkbox on each cadence: checked, the cadence runs; unchecked, it stays "Pausada" (Paused). - **"Editar" (Edit)**: Opens the cadence in the editor. - **"Excluir" (Delete)**: Asks for confirmation in "Excluir esta cadência?" (Delete this cadence?). - **"Excluir cadência" (Delete cadence)**: Confirms the deletion. - **"Salvar limites" (Save limits)** (Owner, Admin): Saves the limits; they apply to all cadences. Also appears: - Each cadence shows the trigger, the number of steps, and the tags for goal, best time, A/B, conditions, and task. - Without the module, a notice explains what "Follow-up avançado" (Advanced follow-up) adds. - Notice on a paused cadence that has a step without an approved template. ##### Closer AI The rules of the Closer's negotiation: when it steps in, how much it can concede, and the argument for each objection. Part of the Revenue AI module; without the module, the rules stay saved. Fields and filters: - **"BANT a partir de" (BANT from)**: Minimum score (0 to 100) for the Closer to step in, along with a buying signal in the message. - **"Modo" (Mode)**: "Assistido" (Assisted) (grants only the first step on its own) or "Autônomo dentro dos limites" (Autonomous within limits) (walks the whole ladder up to the ceiling). - **"Valor máximo sem aprovação humana (0 = sem limite)" (Maximum amount without human approval (0 = no limit))**: Above this, the negotiation goes to a person. - **"Etapas do Funil do Closer" (Closer pipeline stages)**: A card in these stages enters the Closer even without a buying signal. - **"Contrapartida do teto" (Limit trade-off)**: What the lead needs to accept to get the last step. - **"Parcelas (máximo)" (Installments (maximum))**: Maximum number of installments the Closer offers. - **"Parcela mínima (R$)" (Minimum installment (R$))**: Minimum amount of each installment. - **"Cortesias permitidas (itens do catálogo)" (Allowed perks (catalog items))**: Items the Closer can offer as a courtesy. - **"Nunca prometer" (Never promise)**: What the Closer can never promise. - **"Argumento para ‹objeção›" (Argument for ‹objection›)**: Objection playbook: the house argument for each objection. Empty = the Closer only acknowledges it and calls the human. Buttons and actions: - **"+ degrau" (+ tier)**: Adds a step to the concession ladder (from 0 to 60%, always increasing). - **"remover" (remove)**: Removes a step from the ladder. - **"Salvar regras do Closer" (Save Closer rules)** (Owner, Admin): Saves the rules. Also appears: - Badge "Closer ligado" (Closer on) or "Closer desligado no módulo" (Closer off in the module). ##### "Equipe" (Team) All the members of the account, with each person's role and access status. Buttons and actions: - **"+ Convidar" (+ Invite)** (Owner): Opens the "Convidar atendente" (Invite agent) dialog. - **"Ações de acesso — ‹nome›" (Access actions — ‹name›)** (Owner): Three-dot menu on each person. It never appears on your own row. - **"Desativar acesso" (Deactivate access)** (Owner): For anyone "Ativo" (Active): asks for confirmation and ends the session immediately. - **"Reativar acesso" (Reactivate access)** (Owner): For anyone "Sem acesso" (No access): restores access; the person signs in again from scratch. - **"Cancelar convite e excluir" (Cancel invite and delete)** (Owner): For anyone with "Convite pendente" (Pending invite): revokes the invitation and deletes the profile that never signed in. - **"Tentar de novo" (Try again)**: When the list didn't load. No access was removed. - **"Remover" (Remove)** (Owner, Admin): Removes the person's test mobile phone, after you confirm in "Remover celular" (Remove mobile number). Its next messages go back to being treated as lead messages. - **"Remover celular" (Remove mobile number)** (Owner, Admin): Confirms the removal of the test mobile phone. Also appears: - Each row: initials, name, email, role ("Dono" (Owner), Admin, or "Atendente" (Agent)), and access ("Ativo" (Active), "Sem acesso" (No access), or "Convite pendente" (Pending invite)). - For Owner and Admin, below the email: the person's test mobile phone, masked (+55 •••• 4321), with "Confirmado" (Confirmed) or "Aguardando confirmação" (Awaiting confirmation), or "Sem celular de testes" (No test mobile phone). - Card caption: "Papéis: Dono · Admin · Atendente." (Roles: Owner · Admin · Agent.) - The name registered here is what the lead sees when the person takes over the conversation. ##### Dialog "Convidar atendente" (Invite agent) Adds the person to the team and generates the invitation link for them to create a password. Fields and filters: - **"Nome" (Name)** (required): The person's name, as the lead will see it. - **"E-mail" (Email)** (required): Access email. If already on the team: "Este e-mail já está na equipe" (This email is already on the team). - **"Papel" (Role)**: "Atendente" (Agent) (handles conversations) or Admin (manages the operation). - **"Link do convite" (Invite link)**: After inviting: the link for the person to create a password, valid for 7 days. Buttons and actions: - **"Convidar" (Invite)**: Adds the person and shows "Convite pronto" (Invitation ready) with the link. - **"Copiar link" (Copy link)**: Copies the invitation link to send through whichever channel you prefer. - **"Concluir" (Finish)**: Closes the dialog. ##### Dialog "Desativar acesso de ‹nome›?" (Deactivate access for ‹name›?) Confirmation before removing access: the person can no longer sign in and the active session ends immediately. Buttons and actions: - **"Desativar acesso" (Deactivate access)**: Confirms. The last person responsible for the account cannot be deactivated. ##### "Equipe" (Team) · "Rodízio de leads" (Lead round-robin) Distributes to the next agent in the queue each conversation the AI hands off to a human, and each card that enters a "Funil" (Pipeline) stage marked to distribute. It starts turned off. Fields and filters: - **"Carga máxima de ‹nome›" (Maximum load for ‹name›)**: "Carga máxima" (Max load) column: how many open conversations the person can handle at the same time (1 to 50). Saves when you leave the field. Buttons and actions: - **"Rodízio ligado" (Round-robin on)** (Owner): The general round-robin switch. - **"‹nome› no rodízio" (‹name› in the round-robin)**: "No rodízio" (In the round-robin) column: puts the person in or takes them out of the queue. - **"Devolver ao rodízio" (Return to the round-robin)** (Owner): For someone removed because of strikes: puts them back in the queue and resets the strikes. Also appears: - Columns: "Atendente" (Agent), "No rodízio" (In the round-robin), "Carga máxima" (Max load), "Abertas agora" (Open now), and "Strikes (7 dias)" (Strikes (7 days)). - Badges on the row: "fora · 3 strikes" (out · 3 strikes) and "cheio · pulado na fila" (full · skipped in the queue). - Strikes: three small squares; each missed stage deadline lights one up. Three within 7 days take the person out of the round-robin. - Notice when round-robin is on with nobody in the queue: the handoff keeps falling into the regular queue. - Queue order: whoever received one longest ago is next. ##### "Módulos" (Modules) The catalog of what comes beyond the Core. Activating charges a one-time enablement fee from the balance; the amount appears on the card and in the confirmation before you activate. Buttons and actions: - **"Ativar ‹módulo›" (Activate ‹module›)** (Owner): Opens the confirmation with what changes today, what arrives later, the fee, and the available balance. - **"Agora não" (Not now)**: Closes the confirmation without activating. - **"Religar" (Turn back on)** (Owner): Turns on again a module that is already paid for, with no new charge. - **"Desligar" (Turn off)** (Owner): Turns off immediately; what the module recorded stays saved. - **"Avise-me" (Notify me)**: On a module marked "Em breve" (Coming soon): requests an email notice when it arrives. Nothing is charged. - **"Configurar" (Configure)**: In the module's panel: takes you to the screen where that capability is adjusted. Also appears: - Core card with the "Incluído no seu plano" (Included in your plan) badge. - Module badges: "Ativo" (Active), "Desligado · habilitação já paga" (Off · enablement already paid), and "Em breve" (Coming soon). - Without balance for the fee, the confirmation warns you and the activate button stays disabled. - Active module panel: one row per capability with the state "Funcionando" (Working), "Desligada por você" (Turned off by you), "Precisa configurar" (Needs setup), or "Em breve" (Coming soon). - Notice "Exige o plano Pro" (Requires the Pro plan) on an account without the subscription. ##### "Segurança" (Security) · "Verificação em duas etapas (2FA)" (Two-step verification (2FA)) Turns on the authenticator app code on your own sign-in account. Applies to any role that opens the screen. Fields and filters: - **"Código do autenticador" (Authenticator code)**: The app's 6 digits, to confirm activation. - **"Código do autenticador para desativar o 2FA" (Authenticator code to disable 2FA)**: The current 6 digits, required to turn it off. Buttons and actions: - **"Ativar / reconfigurar 2FA" (Enable / reconfigure 2FA)**: Shows the QR code and the secret for manual entry in the authenticator app. - **"2. Confirmar e ativar" (2. Confirm and enable)**: Checks the code and turns on verification; it will be requested at the next login. - **"Cancelar" (Cancel)**: Abandons the activation without changing anything. - **"Desativar com código" (Disable with code)**: Turns off verification, as long as the code is valid. Also appears: - Messages: "2FA ativado — será exigido no seu próximo login." (2FA enabled — it will be required at your next login.), "Código inválido — confira o app autenticador." (Invalid code — check the authenticator app.), and "Código inválido — o 2FA continua ativo." (Invalid code — 2FA remains active.) ##### "Notificações" (Notifications) · "No seu aparelho" (On your device) Alerts you on the device when a lead asks for human service, even with the dashboard closed. Applies per device. Buttons and actions: - **"Ativar neste aparelho" (Enable on this device)**: Asks for the browser permission and turns on the alert on this device. - **"Desativar neste aparelho" (Disable on this device)**: Turns the alert off only on this device. Also appears: - Preview of the notification "Lead aguardando atendimento" (Lead waiting for service). - State "Ativo neste aparelho" (Active on this device). - Browser without support: a notice to open the dashboard in Chrome, Edge, or on an Android phone. - Tip: on mobile, "Adicionar à tela inicial" (Add to home screen) makes the alert arrive as a normal notification. ##### "Notificações" (Notifications) · "Resumo semanal da operação" (Weekly operations summary) Every Monday morning, by email: new leads, hot leads, appointments, and satisfaction for the week. Buttons and actions: - **"Resumo semanal por e-mail" (Weekly summary by email)** (Owner): Turns the weekly send on or off. - **"Enviar teste agora" (Send test now)**: Sends a copy of the summary so you can check your inbox. ##### "Notificações" (Notifications) · "Pesquisa de satisfação (CSAT)" (Satisfaction survey (CSAT)) When a service is closed, the AI asks the lead for a rating from 1 to 5. The average appears on the "Painel" (Dashboard) and in Handoff, per agent. The question and the thank-you are not charged. Buttons and actions: - **"Pesquisa de satisfação pós-atendimento" (Post-service satisfaction survey)** (Owner): Turns the question on or off. It is the only switch in this section that talks to the lead. Also appears: - Preview of the question as a chat bubble. - Sent only within the channel's 24-hour window. ##### "Cobrança & alertas" (Billing & alerts) · "Recarga automática" (Automatic top-up) Generates a Pix top-up when the balance drops below the threshold, so service doesn't stop. It does not appear on the account of a partner with its own brand. Fields and filters: - **"Limiar (R$)" (Threshold (R$))**: Below this balance, the top-up is generated. - **"Valor da recarga (R$)" (Top-up amount (R$))**: How much each automatic top-up adds. Buttons and actions: - **"Recarga automática" (Automatic top-up)**: Switch that turns the automatic top-up on or off. - **"Salvar" (Save)**: Saves the switch, the threshold, and the amount together. ##### "Cobrança & alertas" (Billing & alerts) · "Alertas" (Alerts) The threshold that triggers the low-balance notice (in the bell and by email to the Owner, once per cycle) and the bell switches, which apply only in this browser. Fields and filters: - **"Limiar de saldo baixo (R$)" (Low balance threshold (R$))**: When the balance and plan credits fall below it, the dashboard warns you. It doesn't top up anything. Buttons and actions: - **"Salvar limiar" (Save threshold)** (Owner): Saves the threshold. - **"Lead aguardando atendimento humano" (Lead awaiting human service)**: Turns this type of alert on or off in the bell of this browser. - **"Recarga pendente de pagamento" (Top-up pending payment)**: Turns on or off the notice for a Pix that was generated and not yet paid. - **"Assinatura (pagamento pendente/atrasado)" (Subscription (payment pending/overdue))**: Turns on or off the subscription notice. - **"Saldo baixo" (Low balance)**: Turns on or off the notice for a balance below the threshold. ##### "Cobrança & alertas" (Billing & alerts) · "Teto do mês com modelos pagos" (Monthly cap with paid templates) How much the account can spend per month on paid templates, adding up automatic first contacts and cadences. Once reached, the first contact stops until the month rolls over, and you receive a notice. Fields and filters: - **"Teto do mês (R$)" (Monthly limit (R$))**: Must be greater than zero. Buttons and actions: - **"Salvar teto" (Save limit)** (Owner): Saves the cap; the change is recorded in the audit trail. Also appears: - Row "‹usado› de ‹teto› usados em ‹mês›" (‹used› of ‹cap› used in ‹month›) with a progress bar. - If the cap fails to load, the notice says it still applies. ##### "Avançado" (Advanced) · Webhooks now live in "Integrações" (Integrations) The endpoints (URLs) notified per event moved to "Integrações" (Integrations); this card only takes you there. Buttons and actions: - **"Abrir Webhooks" (Open Webhooks)**: Opens "Integrações" (Integrations) at the webhooks section. ##### "Avançado" (Advanced) · "Zona de perigo" (Danger zone) Account deletion request: anonymizes all leads and conversations and turns off the AI, with a 7-day grace period to back out. Fields and filters: - **"Digite ‹nome da empresa› para confirmar" (Type ‹company name› to confirm)**: In the "Excluir esta conta?" (Delete this account?) dialog: the button is only enabled once the exact name is typed. Buttons and actions: - **"Excluir minha conta" (Delete my account)**: Opens the confirmation dialog and, inside it, records the request. - **"Revisar leads no CRM →" (Review leads in CRM →)**: Takes you to CRM before deleting. - **"Exportar auditoria em Compliance →" (Export audit in Compliance →)**: Takes you to Compliance to export the trail. - **"Cancelar exclusão" (Cancel deletion)**: With a deletion scheduled: cancels the request within the grace period. Also appears: - With a request made: "Exclusão agendada para ‹data›" (Deletion scheduled for ‹date›) and who requested it. ##### Screen states - Loading: Each card shows a gray skeleton while the account loads. Under "Empresa" (Company), not even the brand controls appear until it is known whether the account belongs to a partner. - If something goes wrong: Each block has its own error notice with "Tentar de novo" (Try again), and the text says nothing was changed (for example "Não foi possível carregar a sua equipe" (Could not load your team) or "Não conseguimos carregar o segmento da conta" (We could not load the account's industry)). - The person opening it is not the Owner: The fields are locked, with a notice that only the account Owner can change them. - Account without the Pro plan: "Logo da empresa" (Company logo) and "Domínio próprio" (Custom domain) turn into an invitation with the "Conhecer o plano" (Learn about the plan) button. - Partner account with its own brand: The "Identidade visual" (Visual identity) card replaces "Marca" (Brand), "Logo" and "Domínio próprio" (Custom domain), and "Cobrança & alertas" (Billing & alerts) has no automatic top-up. - Revenue AI module off: "Cliente ideal" (Ideal customer), "Cadências" (Cadences) and Closer AI warn that the advanced part depends on the module and keep what was filled in. - Account with no industry chosen: "Nenhum segmento escolhido" (No industry chosen) or "Outro segmento: ‹texto› · usando o Genérico" (Other industry: ‹text› · using Generic), with the "Escolher o segmento" (Choose the industry) button. ### Step by step #### How to invite an agent to the team 1. Open **"Configurações" (Settings)** and click the **"Equipe" (Team)** section. 2. Click **"+ Convidar" (+ Invite)** (only the Owner sees the button). 3. Fill in **"Nome" (Name)** and **"E-mail" (Email)** and choose the **"Papel" (Role)**: **"Atendente" (Agent)** for people who handle conversations, **Admin** for people who manage the operation. 4. Click **"Convidar" (Invite)**. **"Convite pronto" (Invitation ready)** appears with the **"Link do convite" (Invite link)**. 5. Click **"Copiar link" (Copy link)** and send it to the person. The link is valid for 7 days; in the list, they show as "Convite pendente" (Pending invite) until they create a password. 6. Click **"Concluir" (Finish)**. #### How to change the account's industry 1. In **"Configurações" (Settings)**, open **"Seu segmento" (Your industry)**. 2. Click **"Trocar segmento" (Change industry)**. 3. Search in **"Segmentos" (Industries)** and click the card for your business. If you can't find it, click **"Outro segmento" (Other industry)**, write it in **"Qual é o seu segmento?" (What is your industry?)** and click **"Gerar com IA" (Generate with AI)** (it has a pay-per-use cost, charged to your balance). 4. Once the template is generated, review the preview and click **"Usar este modelo" (Use this template)**. 5. Click **"Trocar para ‹segmento›" (Switch to ‹industry›)**. The change does not create or delete anything. 6. To bring in the industry template, then use **"Aplicar o pacote do segmento" (Apply the industry package)**. #### How to apply the industry package and undo it later 1. In **"Seu segmento" (Your industry)**, click **"Aplicar o pacote do segmento" (Apply the industry package)**. 2. In the preview, turn each item on or off. Adjust **"Nome do quadro" (Board name)** and **"Nome do público" (Audience name)** if you wish. 3. Decide whether you want **"Tornar este o quadro padrão" (Make this the default board)** and **"Tornar este o público padrão" (Make this the default audience)**. 4. Click **"Aplicar ‹n› peças" (Apply ‹n› items)** and wait for each item to be ready, without closing the window. 5. Use the result shortcuts (**"Abrir o quadro" (Open board)**, **"Ver a qualificação" (View the qualification)**, **"Preencher a base" (Fill in the base)**) or click **"Concluir" (Finish)**. 6. To go back, use **"Desfazer" (Undo)** on the item, **"Desfazer tudo" (Undo everything)** in the dialog, or **"Desfazer" (Undo)** on the green banner of "Seu segmento" (Your industry). #### How to change the AI's name 1. In **"Configurações" (Settings)**, open **"IA & persona" (AI & persona)**. 2. In the "Persona da IA" (AI persona) card, change the **"Nome da IA" (AI name)** text. 3. If you wish, adjust the **"Tom de voz" (Tone of voice)** in the same card. 4. Click **"Salvar persona" (Save persona)**. The new name applies to the next replies and to the {ia} in automatic messages. 5. To change the name of a specific persona of a connected account, use **"gerenciar personas →" (manage personas →)**. #### How to set up a custom domain for the dashboard 1. In **"Configurações" (Settings)**, **"Empresa" (Company)** section, go to the "Domínio próprio" (Custom domain) card (requires the Pro plan). 2. Enter the URL in **"Domínio próprio" (Custom domain)**, for example app.suaempresa.com.br, and click **"Gerar instruções de DNS" (Generate DNS instructions)**. 3. In your DNS provider (Registro.br, Cloudflare, GoDaddy or another), create the TXT record and the CNAME record exactly as they appear. Use the copy button next to each value. 4. In Cloudflare, leave the CNAME as "Somente DNS" (DNS only, gray cloud) (gray cloud, no proxy). 5. Go back to the dashboard and click **"Já criei o TXT — registrar" (I've created the TXT — register)**. The badge changes to "Aguardando DNS" (Waiting for DNS). 6. After DNS propagates (from a few minutes to 24 hours), click **"Verificar agora" (Verify now)** until the badge becomes "Ativo" (Active). Do not delete the TXT record afterward. #### How to set service hours and the away message 1. In **"Configurações" (Settings)**, open **"Atendimento" (Service)**. 2. In the "Horário de atendimento" (Service hours) card, turn off the **24/7** switch. 3. Choose **"IA continua atendendo (recomendado)" (AI keeps responding (recommended))** or **"Somente mensagem de ausência" (Away message only)**. 4. Check the **"Fuso horário" (Time zone)**, turn on the days your team works and adjust the start and end of each. 5. Click **"Salvar horário" (Save hours)**. 6. In the "Mensagens automáticas" (Automatic messages) card, write the text for **"Ausência (fora do horário)" (Away (outside hours))** and click **"Salvar mensagens" (Save messages)**. #### How to remove a team member's access 1. In **"Configurações" (Settings)**, open **"Equipe" (Team)**. 2. On the person's row, open the three-dot menu. 3. Click **"Desativar acesso" (Deactivate access)** and confirm with **"Desativar acesso" (Deactivate access)** in the dialog. Their session ends immediately. 4. If the invite was never accepted, the menu offers **"Cancelar convite e excluir" (Cancel invite and delete)**. 5. To give access back, open the same menu and click **"Reativar acesso" (Reactivate access)**. #### How to turn on two-step verification 1. In **"Configurações" (Settings)**, open **"Segurança" (Security)**. 2. Click **"Ativar / reconfigurar 2FA" (Enable / reconfigure 2FA)**. 3. Scan the QR code with your authenticator app, or add it by manual entry with the secret shown. 4. Enter the 6 digits in **"Código do autenticador" (Authenticator code)** and click **"2. Confirmar e ativar" (2. Confirm and enable)**. 5. At the next login, the dashboard asks for the code in addition to the password. ### Frequently asked questions #### Does the AI serve in English, Spanish or French? Yes: Brazilian Portuguese, European Portuguese, Mozambican Portuguese, English, Spanish and French. Check the languages in "IA & persona" (AI & persona) › "Idiomas do atendimento" (Service languages). If the lead writes in a language you did not check, the AI replies in the main language. The dashboard stays in Portuguese. #### Can someone with the agent role open "Configurações" (Settings)? No. The item does not appear in the agent's menu and, if they open the URL directly, the dashboard returns to the home screen. Owner and Admin can open the screen. #### Why does the Admin see locked fields? Almost all account settings belong to the Owner only. The Admin can see the sections to follow along, but changes only the industry, audio transcription in human service, the Closer rules, the cadence limits and who is in the round-robin. #### What is the difference between the company name and the AI name? The company name (under "Empresa" (Company)) appears to your team: login, browser tab, sidebar and emails. The AI name (under "IA & persona" (AI & persona)) is what the lead reads in the conversation. #### Does changing the industry delete my board, my persona or my questions? No. Changing only alters the label, what comes preselected in "Funil" (Pipeline) and "Qualificação" (Qualification), and the guidelines that reach the AI. Nothing is created or deleted; the new template only comes in if you apply the package, item by item. #### Why don't the logo and custom domain appear in my account? Both require the Pro plan; without it, the block becomes an invitation with "Conhecer o plano" (Learn about the plan). If the account was sold by a partner with its own brand, the partner defines the appearance and the screen shows the "Identidade visual" (Visual identity) card. #### How long is the team invite link valid? Seven days. If it expires, use "Cancelar convite e excluir" (Cancel invite and delete) in the person's menu and invite them again with "+ Convidar" (+ Invite). #### Does turning off a bell alert turn it off on all my devices? No. The bell switches in "Cobrança & alertas" (Billing & alerts) are saved only in the browser where you changed them. The device alert, in "Notificações" (Notifications), is also turned on device by device. #### Why doesn't "Modo atendimento" (Service mode) appear in "IA & persona" (AI & persona)? The switch only appears on direct-sales accounts, such as pharmacy, store and delivery. On the others, the platform team or your partner enables it; if the mode is on, the card appears with the status only. #### What happens to a photo that exceeds the conversation's image limit? It goes to the team, who see the image in the Inbox, and it is not charged. The limit counts 24 hours within the same conversation and is adjusted in "Limite por conversa" (Limit per conversation). #### Can I send a link that opens directly to a section of "Configurações" (Settings)? Yes. Each section has its own URL with `#`, such as `#equipe`, `#atendimento` or `#seguranca`. Whoever opens the link lands directly on it. ### Guide: "Configurações" (Settings) Where you define who gets in, when your AI replies, how it talks, and how your brand appears. This is the screen that changes your AI's behavior and your spending. Almost everything here takes effect from the next message that arrives — there is no publish button, and no way to test in a corner first. That is why each section of this guide answers the same question: **what changes for the lead when I change this**. The sections are in the left column and the screen switches without moving. Almost every field belongs to the **account owner**: anyone with admin access opens the screen and sees everything, but the fields are locked, with a notice that only the owner can change them. #### The sections, and what each one decides - **"Empresa" (Company)**: Name, colors, logo, custom domain and tax details. It is what your team sees when signing in and what goes out in emails. - **"Seu segmento" (Your industry)**: Your business's industry: it chooses the templates that come first in the "Funil" (Pipeline) and in "Qualificação" (Qualification), and the industry safeguards that reach the AI. From here you also apply the industry package, piece by piece. See [Account ready for your industry](https://attendto.com.br/en/manual/configuracoes). - **"Atendimento" (Service)**: The connected channels, the handoff response deadline, **transcription of audio in human service**, **service hours** and **automatic messages**. The section that most changes what the lead receives. - **"Agenda" (Calendar)**: The connected calendar and the working hours in which your AI can offer a meeting. Detailed in [Calendar](https://attendto.com.br/en/manual/agenda). - **"IA & persona" (AI & persona)**: Your AI's name and tone of voice, the **"Idiomas do atendimento" (Service languages)**, the **"Ritmo de conversa humana" (Human conversation pace)**, **guiding through to the complete order** and the spending cap. - **"Cadências" (Cadences)**: Automatic follow-up sequences that stop on their own when the lead replies. With the Revenue AI module, they become the **advanced follow-up** (its own section below). With more than one WhatsApp number connected, each cadence has a **"Enviar por" (Send via)** — which applies only to a lead that does not yet have an open conversation; if there is one, the cadence replies from that conversation's number. - **"Equipe" (Team)**: Who joins, with which role, and who lost access. - **"Segurança" (Security)**: Two-step verification for **your** login account. - **"Notificações" (Notifications)**: Mobile alert, "Resumo semanal por e-mail" (Weekly summary by email) and the satisfaction survey. - **"Cobrança & alertas" (Billing & alerts)**: "Recarga automática" (Automatic top-up) and the amount below which you want to be notified. - **"Avançado" (Advanced)**: URLs notified per event and account deletion. Only the account owner sees this section. #### "Empresa" (Company): the brand and the custom domain On screen: The "Empresa" (Company) section of "Configurações" (Settings), with the company name, the brand colors, the logo upload and the active custom domain card. The chosen color applies across the whole panel, in both the light and dark themes. 1. **The name your team sees**: It appears on the login screen, in the browser tab, in the sidebar and in emails that invite someone to the team. It is not what the lead sees in the conversation — that is the persona's name, in **"IA & persona" (AI & persona)**. 2. **"Cor da marca" (Brand color)**: The color paints the panel right away, before saving. If you choose a tone too light for white text on top of it, the panel **refuses** it and shows the measured contrast, with a shortcut to the readable version of the same color. 3. **"Fim do degradê" (Gradient end)**: Buttons and highlights end in this second color. The preview next to it shows exactly how the button will look — check it there before saving. 4. **Company logo**: PNG or JPG up to 1MB. After uploading, **"Fundo da logo" (Logo background)** appears with three options and your logo drawn on each: choose by looking at the preview, because a light logo with no background disappears on the light theme. 5. **"Domínio próprio" (Custom domain)**: With it active, your team signs in at a URL of your own, with your brand — and email invitations start using that same URL. > **Logo and custom domain require the Pro plan:** Without the plan, the area becomes an invitation instead of a form. Company name, colors and tax details work on any plan. #### Turning on the custom domain It is the most visible change for the people who work with you: instead of a generic URL, the team signs in at something like `painel.suaempresa.com.br`. Whoever manages your company's domain needs to create two DNS records. 1. **Type the domain and ask for the instructions**: Type the domain you want and click **"Gerar instruções de DNS" (Generate DNS instructions)**. Two lines appear: one proves the domain is yours, the other points the domain here. 2. **Add the two lines at your domain provider**: Copy them exactly as shown. If you use Cloudflare, the second record must be set to **DNS only** — with the proxy on (the orange cloud) the verification never completes. 3. **Go back and register**: Click **"Já criei o TXT — registrar" (I've created the TXT — register)**. If it still cannot be found, wait: DNS propagation takes from minutes to 24 hours. 4. **Wait for the "Ativo" (Active) badge**: The verification checks three things: that the domain is yours, that it points here, and that the security certificate already responds. While any of them is missing, the status stays at **"Aguardando DNS" (Waiting for DNS)** and the **"Verificar agora" (Verify now)** button tries again. > **Do not delete the proof record afterward:** It must stay published. If it disappears, the next verification downgrades the domain and your team goes back to signing in through the generic URL. #### "Seu segmento" (Your industry): your business's template **"Trocar segmento" (Change industry)** changes only the account label, what comes preselected in the "Funil" (Pipeline) and in "Qualificação" (Qualification), and the safeguards that reach the AI: nothing is created or deleted. To bring in the industry setup, **"Aplicar o pacote do segmento" (Apply the industry package)** shows a preview of the six pieces — board, business fields, qualification, persona, knowledge base script and re-engagement cadence — each with its own switch. The board comes in as a new board, qualification as a new audience, the persona only changes if it is still the default one, and the cadence is created turned off. On screen: The "Seu segmento" (Your industry) section of "Configurações" (Settings): the "Imobiliária" (Real Estate) industry, the "Aplicar o pacote do segmento" (Apply the industry package) and "Trocar segmento" (Change industry) buttons, and the list of what the package brings, piece by piece, with what already exists on the account. Your industry: the chosen industry and what its package brings, with what the account already has. On screen: The "Aplicar o pacote do segmento" (Apply the industry package) dialog for "Imobiliária" (Real Estate): the board and fields that already exist are left out, qualification comes in as the new audience "Imobiliária (2)", and the edited persona stays as it is. The preview before applying: each piece with its own switch, and what already exists stays as it is. > **You can undo it:** After applying, **"Desfazer" (Undo)** reverts what the package created, piece by piece or all of it; what you already had stays the same. Industry not on the list? Anyone with the agent role sees this section but cannot change anything. #### "Atendimento" (Service): the hours and what the AI does outside them This card defines when **your human team** is available — not when your AI works. It is a distinction that confuses people on day one and decides everything else. On screen: Service hours card, with the 24/7 switch, the choice of what to do outside hours, the time zone and the weekday grid. One time range per day, and Sunday closed. Each day's switch is what decides whether it counts. 1. **24/7**: When it is on, nothing below applies — the account is considered always open. It is the factory state, and the most common mistake: filling in the whole grid with 24/7 on and thinking you have configured it. Turn it off first. 2. **What to do outside hours**: The most expensive choice on the entire screen. **"IA continua atendendo" (AI keeps serving)** keeps the conversation alive overnight; **"Somente mensagem de ausência" (Away message only)** turns the AI off outside hours. Detailed just below. 3. **"Fuso horário" (Time zone)**: It governs much more than this card: the time zone defines what "today" means on your account — in the daily spending cap, in the count of contacts imported today and on the day the weekly summary goes out. 4. **The days and hours**: One switch per day. When off, the day is **"Fechado" (Closed)**. It is **one time range per day**: there is no way to split the day in two to close for lunch, so use the full hours. 5. **"Salvar horário" (Save hours)**: Nothing here saves on its own. If saving fails, the grid goes back to what it was — check that the badge changed before leaving the screen. The two **"Fora do horário" (Outside hours)** options produce very different operations: - **"IA continua atendendo (recomendado)" (AI keeps responding (recommended))**: Your AI replies, qualifies and schedules meetings overnight just the same. The hours change only the handoff. Whoever asks for a person, gets annoyed or is not understood is told that the conversation has been recorded and that someone from the team will talk to them at the next opening time. Whoever has warmed up or wants to buy hears no notice at all: the conversation enters the queue without an announcement and the AI stays with them until the team opens. In both cases the queue waits for opening time, and the first-response deadline only starts counting then. - **"Somente mensagem de ausência" (Away message only)**: Your AI **does not reply** outside hours. The lead receives the away message and nothing else — no qualification, no scheduling, no handoff. The conversation is recorded for when you open. Whoever writes ten times overnight receives the notice once every six hours, not ten times. > **The mistake that costs you leads:** Choosing **"Somente mensagem de ausência" (Away message only)** thinking it is more polite. Every lead who arrives at night receives one sentence and disappears, without being qualified or scheduled. If you want the AI working while the team sleeps, the option is the first one. Two consequences the card does not tell you and that are worth knowing: **follow-up cadences and automatic re-engagements do not fire outside the window** (a message at 3 a.m. burns the brand), and the handoff deadline does not run while the business is closed — whoever entered the queue overnight starts counting at opening time, so the queue does not wake up overdue. Just above the grid is the **"Prazo de resposta do transbordo (SLA)" (Handoff response deadline (SLA))**: how long the team has to reply to a lead who asked for a human before the panel marks the delay. Choose the deadline your team meets on its worst day — a two-minute deadline for a one-person team fills the screen with delays and the number stops meaning anything. If an agent has already taken over the conversation, it never counts as late. The live queue is in [Handoff to a human](https://attendto.com.br/en/manual/handoff). Just below the deadline is **"Transcrever áudios no atendimento humano" (Transcribe audio in human service)**. It comes **off** on every account: when the team is serving, the lead's audio arrives in the [Inbox](https://attendto.com.br/en/manual/inbox) to be listened to, as on WhatsApp, and costs nothing. The Owner and Admins can change it; every change is recorded in the audit trail with the name of whoever made it — **"Suporte" (Support)** when it was our team, and the partner's name with **"(via parceiro)" (via partner)** on a resold account. - **With the AI serving, nothing changes**: Audio is always transcribed and charged: it is the text the AI reads to understand the lead and reply. This also applies in the handoff queue, while nobody has taken over and the AI keeps replying. - **When it counts as the team serving**: After an agent takes over the conversation, or while the AI is silent because someone replied from their phone or from the Instagram app. It applies to WhatsApp, Instagram and the number in coexistence. #### The automatic messages On screen: Automatic messages card, with the "Saudação" (Greeting), away, "Encerramento" (Closing) and LGPD notice fields filled in. Four texts, up to 500 characters each. The counter in each field's corner turns red if you go over. 1. **"Saudação" (Greeting)**: The first message of the conversation **is not copied from here**: it is written on the spot, based on your persona's tone of voice. Treat this field as a note of what you expect to hear. To really change how the AI opens the conversation, edit the **"Tom de voz" (Tone of voice)**, in **"IA & persona" (AI & persona)**. 2. **"Ausência (fora do horário)" (Away (outside hours))**: The lead receives this text word for word, and only when the outside-hours mode is **"Somente mensagem de ausência" (Away message only)**. Say when you are back: it is the only useful information they have at that moment. 3. **"Encerramento" (Closing)**: The farewell used when the lead asks to stop receiving messages. Write it without resentment: it is the last thing they read from you. 4. **"Aviso LGPD" (LGPD notice)**: Replaces the default text about data use. Write it in your own language, saying what the data is used for and how to opt out. - Only two variables work: `{nome}` (the lead's first name) and `{ia}` (your persona's name). Any other is rejected when saving. - **Fixed prices are rejected.** These texts go out with nobody reviewing them, and a value written here becomes a promise. Speak in ranges, or ask people to request a quote. - If saving is rejected, the field goes back to what it was and what you typed is lost. For long text, copy it before clicking save. #### "IA & persona" (AI & persona): how it talks and how much it can spend On screen: The "IA & persona" (AI & persona) section, with the "Nome da IA" (AI name), the "Tom de voz" (Tone of voice), the "Ritmo de conversa humana" (Human conversation pace) switch and the two compared previews. The two columns compare the same reply with and without the human pace. The active column is highlighted. 1. **"Nome da IA" (AI name)**: The name it introduces itself with and that signs each reply in the Inbox. It is also what `{ia}` becomes in the automatic messages. 2. **"Tom de voz" (Tone of voice)**: Free text, and the field with the most effect on the screen: it decides whether it uses an informal or a formal form of address, whether it writes short or explains. There is no formality selector anywhere — the control is writing here what you want. 3. **"Ritmo de conversa humana" (Human conversation pace)**: Saves on click, with no confirm button. A new account is born with it **on**; accounts created before September 2026 were born with it off — just turn it on here. 4. **What changes, side by side**: Without the pace, one block of text all at once. With it, short replies in separate messages, with the "typing…" indicator before each one. 5. **The four pace rules**: The first is the one that affects your account: **three messages in a row from the lead become a single reply, and cost a single one**. For SMS and email the reply stays whole, and none of this applies while an agent is in the conversation. > **Human pace turned on usually costs less:** Whoever writes on WhatsApp or Instagram Direct writes in fragments. With the pace off, each piece becomes a billed reply; with it on, the whole group becomes one. For a WhatsApp or Instagram operation, on is the expected setting. #### Service languages: which language the AI replies in Right after the persona comes the **"Idiomas do atendimento" (Service languages)** card. The AI replies in the language the lead writes in, if it is among the **accepted** ones; outside those, it replies in the **main language**. The dashboard stays in Portuguese: only the conversation with the lead changes language. - **Main language**: The language the AI uses when it does not recognize the lead's, and in the texts the account prepares for the lead to read later, such as forms and the qualification script. Comes as **Portuguese (Brazil)**. - **Accepted languages**: The languages the AI talks in: **Portuguese (Brazil)**, **Portuguese (Portugal)**, **Portuguese (Mozambique)**, **English (US)**, **Spanish (Latin America)** and **French**. The main one is always checked. The card's badge shows how many are on (**1 idioma**, **3 idiomas**). - **Outside the accepted ones**: If the lead writes in a language you did not check, the AI replies in the main language. Nothing is refused and no conversation is lost. When the lead writes in European Portuguese and the account accepts Portugal and Mozambique, the text does not allow telling one from the other with confidence: the AI uses whichever of the two is the account's main language; if neither is the main one, it uses the first accepted, in menu order (Portugal before Mozambique). The card **saves on every change**, with no button. When you switch the main language, the new one joins the accepted ones and gets locked; the old one stays checked, now free to uncheck. If saving fails, **"Não foi possível salvar os idiomas" (The languages could not be saved)** appears, with **"Tentar de novo" (Try again)** and **"Desfazer a mudança" (Undo the change)**, and the AI keeps serving as before. Only the account owner can change it. > **Good to know:** Fixed messages, such as out of hours and transfer to the team, go out in the lead's language. Meta templates go out in the lead's language when you have the same template approved in that language; otherwise, they go out in the template's own language. Your automatic messages go out as you wrote them for those who speak the main language; in the other languages, the AI uses the default text in that language. The consent request in other languages uses a neutral privacy text; the Portuguese version keeps citing the LGPD. > **Nothing changes until you check another language:** An existing account serves only in Portuguese (Brazil), with **1 idioma**. With 2 or more accepted, the Inbox starts showing the language of each lead who speaks another language. Just below comes **"Quando você responde pelo celular" (When you reply from your phone)**. If someone on the team replies to the customer through WhatsApp on their own device — the regular app, on the same number the AI uses — the AI stops replying in that conversation as soon as the message reaches us. Campaigns, cadences and meeting reminders are also kept out of it during this period: nothing automatic speaks over someone who is speaking. - **"A IA fica calada por" (The AI stays quiet for)**: How many minutes the silence lasts, from **5 to 240**. The default is **30**. The right number depends on how you work: whoever replies and leaves the conversation wants 10; whoever negotiates for an hour wants 120. Outside that range the field rejects the value and says why right there. - **"A IA volta sozinha quando o tempo acaba" (The AI comes back on its own when time runs out)**: It comes **on**: when the time is up, the AI resumes the conversation without you doing anything. When off, that conversation stays without AI until someone clicks **"Devolver para a IA" (Return to the AI)**, in the conversation itself. Turn it off only if the team has the habit of closing the conversation by hand — otherwise the thread goes silent and nobody understands why. Just before it comes **"Modo atendimento" (Service mode)**, for direct sales — pharmacy, store, delivery — where whoever contacts you already wants to buy. When on, the account does not pay for hot or warm leads, and the AI serves and guides the order without the qualification step. A new "Farmácia" (Pharmacy) or "Varejo" (Retail) account is born with it on; on existing accounts in those industries, the Owner turns it on. In other industries the switch does not appear: our team grants it. On a resold account, your partner turns it on. Every change is recorded in the audit trail with the name of whoever made it and where it came from. - **What changes in "Modo atendimento" (Service mode)**: Hot leads and warm leads stop being charged and disappear from the price table in [Wallet](https://attendto.com.br/en/manual/saldo-e-recargas) and from the balance card. Anyone who says they want to buy goes to the team without waiting for the score to rise; with **"Conduzir até o pedido completo" (Guide through to the complete order)** on, the AI continues through to the order, as always. The AI also stops looking for sales objections in every message, unless Closer AI is on. - **What stays the same**: Messages, images read, audio, Meta templates and handoffs remain charged. Anyone who asks for a person or gets annoyed goes to the team. The score in [Qualification](https://attendto.com.br/en/manual/qualificacao) is still calculated, because in direct sales it is the order itself (what the customer wants, delivery, payment): that is how the AI knows what is missing, that the complete order calls the team, and that the [Pipeline](https://attendto.com.br/en/manual/funil) moves the card. Next comes **"Conduzir até o pedido completo" (Guide through to the complete order)**. A new account is born with it on; older accounts have it off until the Owner turns it on. When off, the AI passes the conversation to the team when the customer becomes "Quente" (Hot), or when they say they want to buy and are already "Morno" (Warm), or have answered everything "Qualificação" (Qualification) asks for. When on, it continues with them: it asks what is missing, one thing at a time, summarizes the order and passes the conversation to the team to confirm. It is the way for the agent to receive the finished order — product, payment, address, whatever your "Qualificação" (Qualification) asks for — instead of a half-done conversation. On screen: The "Conduzir até o pedido completo" (Guide through to the complete order) card in "IA & persona" (AI & persona), with the switch, the "Desligado" (Off) and "Ligado" (On) previews (default for new accounts), the list of what still passes to the team and the notice that the complete order reaches the team through the "Funil" (Pipeline). The preview shows the same customer message in both modes. The active column is highlighted. - **What changes when you turn it on**: Purchase intent and "Quente" (Hot) leads stop being transferred. The AI does not promise a specialist or a call: it guides the customer through to the order and, at the end, summarizes the order, says that a team member will confirm everything with the customer right there, and passes the conversation to the queue with the reason **"Pedido completo" (Complete order)** — bell notification and phone notification, and round-robin, like any handoff. Outside hours, the customer receives no hours notice and the team picks it up at opening. When a piece of information is missing — including when the answer check removes a passage that has nothing on file —, it says it does not have that and asks whether the customer wants to talk to a person. This also applies to the re-engagement message of the cadences. - **What still gets transferred**: The customer asks to talk to a person, gets annoyed with the service, or the AI does not understand what they meant. With the Revenue AI module, Closer AI keeps calling you within its limits. And if a customer who wants to buy would receive a fixed reply instead of the AI — the AI model being down, or the reply being blocked entirely at the check —, they go to the team just as they would with the option off. Anyone already in the handoff queue is served as today, with the AI reminding them that someone from the team is coming — outside hours, without promising it will be soon. - **"Pedido completo" (Complete order)**: It is everything that [Qualification](https://attendto.com.br/en/manual/qualificacao) asks for, answered. Write each audience item as a piece of the order (product and price, payment method, address and delivery day) and the AI asks exactly that. - **The card in the "Funil" (Pipeline)**: It keeps moving through the board's rules. The complete order is a handoff: it opens a ticket, notifies through the bell and the phone, and fires the **"lead é transferido para atendente" (lead is transferred to agent)** trigger. Before that, a lead the AI held does not fire this trigger, because nobody was transferred. In the [Pipeline](https://attendto.com.br/en/manual/funil), **"lead vira quente" (lead becomes hot) → "Mover cartão" (Move card)** keeps taking the card to a column. The column marked to **"distribuir pelo rodízio" (distribute via round-robin)**, however, does distribute: when the card arrives there, the agent whose turn it is takes over the conversation and from then on is the one who replies. For the AI to finish the order first, leave that mark off on the column the card goes to when the lead becomes "Quente" (Hot). - **Who changes it and what gets recorded**: Only the Owner. The audit trail keeps **"Condução até o pedido alterada" (Order guidance changed)**, on or off, with the name of whoever changed it. Billing does not change: each message and each "Quente" (Hot) lead costs the same in both modes. > **Only the Owner changes these three:** For the other roles, the two phone fields and the guidance switch appear locked, with the reason written below the card. It is an account-wide decision: whoever serves does not choose for how long everyone's AI stays quiet, nor when the conversation passes to the team. Next is the **"Teto de gastos de IA" (AI spending cap)**, with a daily and a monthly limit, in reais. When the cap is reached, the AI stops replying to new conversations and the lead receives a neutral sentence — which **never** says that balance ran out. Two things so you are not surprised: human service keeps working normally, and **you are not notified when the cap is reached**, because it is a lock you set yourself. A comfortable monthly cap is a good safety net; a tight daily cap is the recipe for the AI to stop at 14h with nobody noticing. #### "Cadências" (Cadences) and advanced follow-up On screen: The "Cadências" (Cadences) tab of "Configurações" (Settings) with the "Cadências" (Cadences), "Resultados" (Results), Biblioteca (Library) and "Limites" (Limits) tabs and the account's list of sequences, with tags for goal, best time, A/B, conditions and task. The same screen as the Follow-up menu item, inside "Configurações" (Settings). A **cadence** is a sequence of steps fired by a trigger, which the AI writes using the lead's real history and which stops on its own when they reply. With the **Revenue AI** module it becomes the **advanced follow-up**: goal, audience, Pipeline and ICP triggers, conditions that branch, A/B testing, task for the team, AI audio, smart pause, library, limits and the results dashboard. The full guide, with the "Editor de fluxo" (Flow editor) and each rule explained, is in [Follow-up](https://attendto.com.br/en/manual/follow-up). #### Closer AI: negotiating within your limits On screen: The Closer AI tab of Settings: the "Quando entra" (When it steps in) card ("BANT a partir de" (BANT from) 75, "Sinal de compra" (Buying signal), assisted mode, maximum value, "Funil" (Pipeline) stages), the concession ladder of 3 %, 5 % and 10 % with the "Contrapartida do teto" (Limit trade-off), installments, courtesies, the "Nunca prometer" (Never promise) field and the objection playbook. Everything Closer can promise is here; outside of it, it calls the human. With the **Revenue AI** module on, **Closer** takes over the conversation when the lead is ready: BANT fit from the minimum you set (default 75, "hot") **and** a buying signal in the message (asked for the price or said they want to buy), or the card in a "Funil" (Pipeline) stage marked as Closer's, or someone clicked **"Entregar ao Closer" (Hand off to Closer)** on the card or the contact record. While it negotiates, the hot lead is not transferred to the team just for being hot; an explicit request for a human, frustration and the AI's doubt still transfer. Without negotiating discounts, the **"Conduzir até o pedido completo" (Guide through to the complete order)** option, in "IA & persona" (AI & persona), makes the AI continue with the hot lead through to the complete order. - **Concession ladder and mode**: The discount steps (default 3 % → 5 % → 10 %); the last is the cap and requires the **trade-off** you write ("closes by Friday"). In **assisted** mode, Closer grants only the first step on its own: a larger request becomes a pending item for you to approve. In **autonomous** mode, it climbs the entire ladder up to the cap. Above the cap, always a human. Installments, minimum installment, courtesies (catalog items) and "never promise" complete the limits, and the Response Auditor deletes any condition that is not here. - **Objection playbook**: For each of the seven objections (price, time, trust, competitor, postponement, no need, other) you write the house argument. Closer replies with it, cites the most similar success story and asks a question. Empty = it only acknowledges the objection and calls the human. The same objection twice in a row also goes to the human. - **When it calls the human**: A request beyond the cap, a proposal above the maximum value, a competitor with a proposal in hand, a repeated objection, a meeting request, negative sentiment or a question with no backing. The pending item enters Handoff with the dossier: how much has already been conceded, what the lead asked for and the cap. On the card and the contact record, the "Negociação" (Negotiation) block shows the status ("Closer negociando · 5 % concedido (degrau 2 de 3)" (Closer negotiating · 5 % conceded (step 2 of 3))) with the "Entregar ao Closer" (Hand off to Closer) and "Assumir a negociação" (Take over the negotiation) buttons; each concession is kept on the record and in the audit trail. - **What is still to come**: Tracked proposals (PDF, link with acceptance and open tracking), the "Propostas" (Proposals) screen and the "Painel do vendedor" (Seller dashboard) arrive in the next delivery of round 3. #### "Equipe" (Team): who joins and who can do what On screen: Team list with five people, showing the roles "Dono" (Owner), Admin and "Atendente" (Agent) and the access states "Ativo" (Active), "Sem acesso" (No access) and "Convite pendente" (Pending invite). Two tags per person: the role (what they can do) and the access (whether they can sign in today). 1. **"Convidar" (Invite)**: Asks for name, email and role. The invitation arrives by email and is valid for **"7 dias" (7 days)**; the screen also shows the link, so you can send it however you prefer. 2. **Who is on the team**: Everyone who has been invited, including those who never accepted. The name here is what the lead sees when that person takes over a conversation. 3. **The role**: **"Dono" (Owner)** is the account owner, **Admin** administers the operation and **"Atendente" (Agent)** serves customers. What each one can do is in the table below. 4. **The access, and the actions menu**: **"Ativo" (Active)** signs in normally, **"Convite pendente" (Pending invite)** has not yet created a password, **"Sem acesso" (No access)** was deactivated. The menu beside it offers only the action that makes sense for that state — and never appears on your own row. - **"Dono" (Owner)**: The person responsible for the account. They are the **only** one who can change anything on this screen: brand, hours, messages, persona, caps, team, and billing. They are also the only one who can cancel the plan and the only one who can anonymize a contact. - **Admin**: Manages operations: Inbox, pipeline, contacts, campaigns, calendar, balance, and top-ups. Opens the "Configurações" (Settings) screen and sees everything, but **cannot save** account settings. This is the role for people who run the day-to-day without touching the configuration. - **"Atendente" (Agent)**: Handles conversations. Sees Inbox, pipeline, and contacts, and the following disappear from their menu (and from Ctrl K search): balance, compliance, connections, integrations, campaigns, message templates, and settings. This is the role for people who only talk to leads. > **Admin does not configure:** This is the most common mix-up here. If you invited someone as "Admin" expecting them to adjust hours or messages, they will open the screen and find everything locked. **"Desativar acesso" (Deactivate access)** signs the person out immediately: their open session is ended and their pending invitations are canceled. The profile still exists, so their name keeps appearing in the history of the conversations they handled. Reactivating does not restore the session — they log in again from scratch. **"Cancelar convite e excluir" (Cancel invite and delete)**, on the other hand, only exists for people who never got to log in, and it deletes the profile too. And the last person responsible for the account cannot be deactivated. #### Lead round-robin On screen: Block "Rodízio de leads" (Lead round-robin) below the team: the master switch on and, for each agent, the "No rodízio" (In the round-robin) switch, the maximum load, the conversations currently open, and the three strike squares. One row per agent: who is in the queue, how much they can take, how much they have open, and their strikes in the last 7 days. Right below the team list is **"Rodízio de leads" (Lead round-robin)**. It starts out turned off. When on, every conversation the AI passes to a human goes straight to the next agent in the queue, instead of waiting for someone to pull it from the handoff queue. The same happens when a card enters a stage of the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil) marked for distribution. - **"No rodízio" (In the round-robin)**: Who joins the queue. Turn it off for people who are on vacation or only supervise. - **"Carga máxima" (Max load)**: How many open conversations the person can have at the same time. Once they reach that number, they are skipped until they close some. The **"Abertas agora" (Open now)** column shows the current number. - **Queue order**: Whoever received a lead longest ago is next. Anyone who has never received one goes before everyone else. - **"Strikes (7 dias)" (Strikes (7 days))**: Every stage deadline missed by the responsible person becomes a lit-up square. Three within seven days take the person out of the round-robin — they see "fora · 3 strikes" (out · 3 strikes) and only the Owner can put them back, with the **"Devolver ao rodízio" (Return to the round-robin)** button, which resets the strikes. > **Turned on with nobody in the queue, nothing is distributed:** Turning on the master switch does not put anyone in the round-robin. Check "No rodízio" (In the round-robin) on at least one agent; until then, handoff keeps landing in the regular queue and the screen warns you. #### Ideal customer: the profile you want to serve On screen: "Cliente ideal" (Ideal customer) screen with the six fields of the declared profile on the left and, on the right, the calculated profile: the sample bar, the AI's sentence, the weighted attributes, the differences from the declared one, and the two buttons for choosing the source. What you declare applies from day one; the calculated profile appears alongside once there are 30 deals with an outcome, and you choose which one the AI uses. In **"Cliente ideal" (Ideal customer)** you describe, in six fields, who you want to serve: "Segmento" (Industry), "Porte" (Company size), "Cargo de quem decide" (Decision-maker's role), "Região" (Region), "Ticket típico" (Typical ticket), and "Sinal de compra" (Buying signal). With the Revenue AI module on, the AI compares each lead with that profile and shows the **fit** (0 to 100) on the card in the ["Funil" (Pipeline)](https://attendto.com.br/en/manual/funil), on the "Ficha do lead" (Lead record), and in the handoff dossier, always with a sentence saying what matched and what didn't. > **BANT and ICP are different axes:** The BANT score tells you whether **this** lead is ready right now. The fit tells you whether it **looks like** the people who buy. A hot lead with low fit closes, but tends to leave early; a warm lead with high fit is worth pursuing. The **calculated** profile comes from the deals you marked as [won or lost in the "Funil" (Pipeline)](https://attendto.com.br/en/manual/funil). With **30 outcomes and at least 8 wins** in the last 180 days, the AI calculates on its own (every 6 hours, and only when the sample changes; between two versions it waits 6 days) and the card on the right unlocks: the sentence "Seu ICP principal são…" (Your main ICP is…), the **weighted attributes** (how much each one separates wins from losses, with the calculation behind it), and the **differences** from what you declared. Each calculation is a version; the history stays on the card itself and in the audit trail. Nothing changes on its own: in **"Qual perfil a IA usa no atendimento" (Which profile the AI uses in service)** you choose between the declared and the calculated one. The switch is recorded in the audit trail and applies to upcoming evaluations; the other profile stays saved. The Owner can request **"Recalcular agora" (Recalculate now)** (it respects the sample; it only skips the 6-day wait). Before this update, the text here said the calculated profile “arrives later.” It has arrived. What still holds: the declared profile is never silently replaced. #### Modules: turn on what comes beyond the Core On screen: "Módulos" (Modules) screen: the catalog with the Core included, Revenue AI active, and the upcoming modules marked coming soon; below, the Revenue AI panel with one row per capability and the state of each. The catalog: the Core included, Revenue AI active with the enablement already paid, and the upcoming modules with "Avise-me" (Notify me). On screen: Revenue AI panel below the catalog: ICP AI with the "Funcionando" (Working) pill, the numbers for the last 30 days, and the switch on; "Follow-up avançado" (Advanced follow-up), Closer AI, and "LDR e Outbound AI" (LDR and Outbound AI) with the "Em breve" (Coming soon) pill and the release round. The module panel: one row per capability with its state, where it appears, the numbers, and the switch. What hasn't arrived yet shows the release round. The **Core** is what your account already uses: service, AI SDR, qualification, CRM, pipeline, calendar, follow-up, and round-robin. In **"Módulos" (Modules)** you turn on what comes beyond it. The first is **Revenue AI**: ideal customer profile and fit per lead, Revenue Intelligence, advanced follow-up, and Closer AI; LDR and Outbound AI arrive in the next round at no new fee for those who have already enabled it. - **How it is charged**: Enabling costs a **one-time fee**, which comes out of the account balance (allowance first, then top-up) at the moment of activation. The amount is shown before you confirm. After that, usage keeps being billed normally under your plan — there is no monthly fee for the module. - **"Sem saldo" (No balance)**: If the full fee doesn't fit in the balance, nothing is charged and the module does not turn on. Top up and try again. - **"Desligar" (Turn off)**: It is immediate. The profile and the evaluations are kept; they just stop being used. Turning it back on does not charge again. - **Requires a plan**: Revenue AI requires the Pro subscription (or a subscription through your partner). Prepaid accounts see the notice on the card. - **The module panel**: With the module active, one row per capability appears right below the catalog, showing its state: **"Funcionando" (Working)**, **"Desligada por você" (Turned off by you)**, **"Precisa configurar" (Needs setup)** (with the button that takes you to the right screen), or **"Em breve" (Coming soon)** with the release round. Each capability has its own switch and shows where it appears in the dashboard and the numbers for the last 30 days. > **Only the person responsible for the account turns it on and off:** Admin can see the screen, but the buttons are disabled. The modules marked "Em breve" (Coming soon) only have **"Avise-me" (Notify me)**: nothing is charged for them. #### Security: two-step verification Unlike the rest of the screen, this section belongs to **your** login account, not the company's — each person turns on their own, and an administrator turns on theirs too. With verification on, logging in requires, besides the password, a six-digit code from your authenticator app. Scanning the code on the screen and typing it into the app takes a minute. > **Switching phones requires redoing it first:** Turning verification off also asks for a valid code — that is what stops someone with your session open from turning it off. There is no recovery code on this screen: if you switch devices without reconfiguring first, while your session is still open, you will need help to get back in. #### Forgot your password: how to get back in on your own This isn't inside here — it's on the dashboard's login screen. Right below the password field there is the **"Esqueci minha senha" (Forgot my password)** link, and it shows up on any URL. It restores access without depending on anyone. 1. **Request the code**: Enter the email you use to log in to the dashboard. The screen gives the same sentence for any email typed — it deliberately doesn't confirm who has an account — and the code is only sent if that email really belongs to an account. 2. **Open the email**: A **6-digit** code arrives that is valid for **10 minutes** and works **only once**. Requesting another invalidates the previous one, and a new code is only issued after 1 minute — that is why the **"Reenviar" (Resend)** button keeps counting down. 3. **Choose the new password**: Enter the code and the new password, with at least 8 characters. When you confirm, you go back to the login — recovery does not log you in for you. > **Resetting the password signs everyone out:** All of that person's open sessions are ended, on any device — including those that were already recognized and didn't ask for an email code. This guarantees that anyone who knew the old password loses access immediately. People with **two-step verification** stay protected: the new password alone doesn't get in; the authenticator app is still required. And the change is recorded in the account's audit trail as **"Senha redefinida por e-mail" (Password reset by email)**. > **You get a notice when the password changes:** After every reset, an email **"Sua senha foi alterada" (Your password was changed)** is sent. If it arrives without you having asked for anything, someone has access to your inbox: reset the password again right away and tell whoever administers the account. > **The first-access link works only once:** If your account was opened by whoever sold you the system, the link you received to **create your password** has already served its purpose: opened again, it says that **"a conta já foi ativada" (the account has already been activated)**. From here on, always log in with the email and password you created — and if you forget the password, it is **"Esqueci minha senha" (Forgot my password)** above that fixes it, not that link. If you see **"muitas tentativas vindas da sua rede" (many attempts coming from your network)**, the limit belongs to the network and not to you — in an office, several people share the same address. It releases on its own in a few minutes, and the screen's own message says how long is left; mobile data is an immediate workaround. > **On the first login after this update, the dashboard asks for a code:** Devices that were already recognized and signed in with the password only will ask for an **email code** once, even though nobody changed the password. It is not a sign of an intrusion: device recognition now expires along with a password change, and the old recognitions didn't know that. After entering the code once, that device goes back to logging in directly. If the email doesn't arrive, check the spam folder and try again in a moment — without the code there is no way in. #### Notifications: what reaches you On screen: "Notificações" (Notifications) section, with the on-device alert, the weekly email summary turned on, and the satisfaction survey turned on with the question preview. The first two notify you; the third sends a message to the lead. The difference matters. 1. **On your device**: Alerts you when a lead asks for human service, even with the dashboard closed. It is **per device**, not per account: turning it on on the computer doesn't turn it on on the phone. On the phone, add the dashboard to the home screen and the alert arrives as a normal notification. 2. **Weekly operations summary**: Every Monday morning, to the email of the person responsible for the account: new leads, hot leads, meetings booked, and the week's satisfaction. **"Enviar teste agora" (Send test now)** sends a copy without using up Monday's send. 3. **Satisfaction survey**: The only switch in this section that **talks to the lead**. It comes turned off by default for exactly that reason. 4. **The question they receive**: Exactly this text, when a conversation is closed. The reply from 1 to 5 becomes the score, and the average appears on the ["Painel" (Dashboard)](https://attendto.com.br/en/manual/painel) and on ["Transbordo" (Handoff)](https://attendto.com.br/en/manual/handoff), per agent. Neither the question nor the thank-you message is charged to your balance. > **Tell the team before turning on the survey:** The question goes out after every closed conversation — including those someone closed by mistake. Anyone who habitually closes conversations to clean up the list will send the survey to people who weren't served. The bell switches (what shows up in the alert icon at the top) are in the **"Cobrança & alertas" (Billing & alerts)** section, not here — and they apply **only in this browser**: turning one off on the computer doesn't turn it off on the phone. #### Billing & alerts: the top-up that prevents downtime **"Recarga automática" (Automatic top-up)** is the difference between the AI stopping replying on a Saturday and you never even knowing you came close. When on, once the balance drops below the threshold you set, a top-up of the chosen amount is generated automatically via Pix. - A threshold that gives you **two or three days of usage** is a good measure: it leaves time for the payment to clear before the balance runs out. - A top-up amount that covers **two to four weeks** keeps the account from turning into a stream of small top-ups. - **The costly mistake is swapping the two** — topping up an amount smaller than the threshold puts the account into top-up after top-up. - The **"Limiar de saldo baixo" (Low balance threshold)** right below is something else: it is the amount from which the dashboard alerts you. It doesn't top up anything on its own. What each thing costs, the statement, and the invoices are in ["Saldo & Recargas" (Balance & top-ups)](https://attendto.com.br/en/manual/saldo-e-recargas). Also in this section are the four **bell** switches — the alert icon at the top of the dashboard. Each one turns one type of alert on or off, and it applies **only in this browser**: turning one off on the computer doesn't turn it off on the phone. - **"Lead aguardando atendimento humano" (Lead awaiting human service)**: One alert per conversation in the ["Transbordo" (Handoff)](https://attendto.com.br/en/manual/handoff) queue. It is what shows up most in a busy account — and the reason the bell scrolls. - **"Recarga pendente de pagamento" (Top-up pending payment)**: The Pix was generated and hasn't cleared yet. - **"Assinatura (pagamento pendente/atrasado)" (Subscription (payment pending/overdue))**: The monthly subscription needs attention before the allowance stops. - **"Saldo baixo" (Low balance)**: Triggers at the **"Limiar de saldo baixo" (Low balance threshold)** defined right above — and it is the same switch as the "a IA parou de responder" (the AI stopped replying) alert, which is the damage already happening. The bell loads **10 alerts at a time** and fetches the next ones as you scroll — in an account with dozens of leads in the queue it doesn't dump the entire list. The **number on the icon is always the total**, not how many have loaded: if it says 34 and you see 10, the other 24 are just below. On screen: Notifications menu open at the top of the dashboard, with a lead awaiting service and the header actions The bell is at the top of ALL screens, and the number on it is the whole queue. In this demo account there is just one alert; with dozens, the menu gets its own scroll and keeps fetching the next ones as you go down. - **"marcar todas como vistas" (mark all as seen)** clears the dots from **all** alerts — including those you haven't scrolled to yet. The menu stays open. - The **trash can** dismisses the alerts that are there right now, and asks for confirmation first. It doesn't really delete anything: alerts are born from the operation's state, so a conversation that keeps waiting brings the alert back at the next update. - Clicking an alert takes you to its screen and marks that one as seen. > **An empty bell and a bell that didn't load are different things:** When the list doesn't come through, the menu says it couldn't load and offers "Tentar de novo" (Try again) — never "tudo em dia" (all caught up). If you read "tudo em dia" (all caught up), it is because nobody is actually waiting. #### Advanced: events and the danger zone Only the person responsible for the account sees this section. It has the endpoints (URLs) notified when something happens — the same ones as in ["Integrações" (Integrations)](https://attendto.com.br/en/manual/integracoes) — and account deletion. > **Deleting the account erases the contacts and conversations:** The request requires typing the company name and has a **7-day** grace period so you can change your mind. After that period, the leads' data is anonymized and the AI stops serving. Export what you need to keep first — the audit trail in [Compliance](https://attendto.com.br/en/manual/compliance) and the contacts in ["Base de contatos" (Contact base)](https://attendto.com.br/en/manual/base-de-contatos). #### What to check on the first day 1. **Turn off 24/7 and set up the real hours**: With the right time zone and the mode set to **"IA continua atendendo" (AI keeps serving)**. It is the adjustment that changes the most at once. 2. **Write the away message and the LGPD notice**: These are the two texts the lead receives word for word. 3. **Check the human-like conversation pace**: Already turned on in new accounts: replies that feel more like a person's, and a smaller bill at the end of the month. Turn it off only if your operation prefers one block of text per reply. 4. **Adjust the persona's tone of voice**: Say how it treats the customer and how much it elaborates. It is the field that changes the conversation the most. 5. **Invite the team with the right role**: Whoever only handles conversations is **"Atendente" (Agent)**. Remember that **Admin** doesn't configure. 6. **Turn on automatic top-up**: It is what keeps service from stopping over balance on a weekend. In the dashboard: "Abrir Configurações" (Open Settings). ### Guide: Account ready for your industry Industry at implementation, "Seu segmento" (Your industry), another industry via AI, and adjustments #### The industry when the account is opened 1. **At implementation**: The new account is opened with a specialist. At implementation, they choose one of the 16 industries with you, or build yours under **"Outro segmento" (Other industry)** with the AI. Accounts opened through the website sign-up, up to October 2026, chose the industry right there. 2. **The account is born configured**: The account is born with the board, the deal fields, the qualification, the initial persona, the knowledge-base script, and the industry's re-engagement cadence. 3. **Fill in the knowledge base**: The base script is marked **"A preencher" (To fill in)**: the AI only answers what is in the base, so complete it with your data. On screen: "Sua conta já vem pronta para Imobiliária" (Your account comes ready for Real estate) screen: the cards for the pipeline board, the deal fields, the qualification, the initial persona with the first message, the knowledge-base script with the topics to fill in, and the re-engagement cadence turned off. The account ready for Real estate. #### "Outro segmento" (Other industry): the AI builds the template 1. **Write your industry**: Choose **"Outro segmento" (Other industry)**, write yours (“pet shop”, “catering”, “print shop”) and click **"Gerar com IA" (Generate with AI)**. 2. **If a ready-made template already exists**: If your industry already has a ready-made template, the screen tells you ("Parece o segmento Varejo e loja" (Looks like the Retail and store industry)) and you use the ready-made one, at no cost. 3. **Review the preview**: If there isn't one, the AI builds stages, fields, questions, persona, script, and re-engagement. Review it in the preview: each piece has **"Editar" (Edit)**, and nothing is applied before **"Usar este modelo" (Use this template)**. 4. **Regulated industries**: In industries regulated by a professional council, such as psychology or veterinary medicine, the template already comes with the safeguards and the sensitive fields flagged. The safeguards are written by the AI and are not legal advice: confirm with your council. On screen: Sign-up with "Outro segmento" (Other industry) chosen and “pet shop” written in: the preview of the AI-generated template with the pipeline stages, fields, qualification, persona, script, cadence, and safeguards, each piece with "Editar" (Edit), and the "Usar este modelo" (Use this template) and "Usar o Genérico" (Use Generic) buttons. The template the AI built for “pet shop”: each piece has "Editar" (Edit), and nothing is applied before "Usar este modelo" (Use this template). > **How much generating costs:** Matching a ready-made template, an error, or canceling doesn't charge anything. What you wrote is kept so we can create the next industry templates. If the template is ready before the cancellation arrives, it shows up for you to review, and then it already counts as the generation. Each account can request up to 10 templates per hour. #### Your industry in Settings An account created before industry selection existed, or one that wants to switch: in **"Configurações" (Settings) → "Seu segmento" (Your industry)**, **"Trocar segmento" (Change industry)** only changes the label, what comes preselected in the "Funil" (Pipeline) and in "Qualificação" (Qualification), and the safeguards that reach the AI. Nothing is created or deleted. An account that was born with the industry already chosen has the package: under the industry name it shows, for example, "Escolhido no cadastro em 26/09/2026 · a conta nasceu com o pacote" (Chosen at sign-up on 26/09/2026 · the account was born with the package), and each piece shows it is already in the account. If a piece wasn't ready at sign-up (the tab closed in the middle of setup, for example), the sentence says "parte do pacote" (part of the package), and the notice **"O preparo da conta não terminou" (The account setup isn't finished)** lists what is missing: **"Concluir o preparo" (Finish setup)** runs only those pieces. If you change the industry beforehand, what was missing comes out of the setup, and **"Aplicar o pacote do segmento" (Apply the industry package)** brings the new industry's package. To bring in the template, click **"Aplicar o pacote do segmento" (Apply the industry package)**. The preview shows each piece with its own choice: the board enters as a new board, missing fields are added, the qualification enters as a new audience, the persona only changes if it is still the default one, the script only adds the missing topics, and the cadence enters turned off. In an account with no persona at all, the industry's persona enters. A piece that is already entirely in the account (all fields, all topics) shows **"Nada a acrescentar" (Nothing to add)** and doesn't count toward **"Vai aplicar" (Will apply)**. After applying, **"Desfazer" (Undo)** reverses what was created, piece by piece or all of it, and the notice says what was removed. > **What Undo doesn't undo:** The board that has already received leads, the field that already has a value, and the audience you edited after the package (or that has already received leads) stay as they are (the screen says why): delete in **"Funil" (Pipeline) → "Configurar quadro" (Configure board)** or remove in "Qualificação" (Qualification) if you want. The package board that became the default also stays when it is the only board in the account. "Desfazer" (Undo) only removes what the package itself created. #### Using the industry template in Qualification In **"Qualificação" (Qualification) → "Usar modelo do segmento" (Use industry template)**, the preview shows what the AI will find out for each score signal, with the questions. By default, the template enters as **a new audience**; if you prefer to **replace** an audience, the screen shows what leaves and what enters, and **"Desfazer" (Undo)** stays at hand. A new audience that has already received leads stays: remove it in "Qualificação" (Qualification) if you want. #### "Ajustar ao meu negócio" (Adjust to my business) The AI reads your base, persona, and today's questions and rewrites names, goals, and questions for your business. It doesn't turn signals on or off and doesn't change weights. The result goes through the preview, and you apply swap by swap or all at once. If there is an error or you cancel, nothing is charged. #### Industries with safeguards Clinic, dentistry, pharmacy, and law come with the safeguards of the professional council and of the LGPD already followed by the persona, the questions, and the cadence: no promise of results, health data treated as sensitive, and urgency routed to whoever serves. In these industries, what the lead says about their health or case stays only in the dashboard: the webhook's qualified-lead notice goes out without the conversation summary and without the need. The **"Cuidados do segmento" (Industry safeguards)** badge opens the summary of each one. > **Not legal advice:** The summary guides the configuration and is not legal advice. If in doubt, confirm with your professional council or your lawyer. In the dashboard: "Abrir Seu segmento" (Open Your industry). ### Guide: Image reading The AI reads the photo the lead sends — prescription, medicine box, product, bill, receipt — and replies with what it saw. The team sees what was read below the photo. Lots of leads send a photo instead of writing: the prescription, the medicine box, the product they want, the electricity bill, the Pix receipt. The AI **reads the image** and replies with what it saw, without asking the lead to type what is already in the photo. Below the image, in the Inbox, the team sees what the AI read. The lead never sees that box. #### What the AI does with the photo - **Reads** the useful text in the image (product or medicine name, quantity, price) and says what the image is. - **Replies** using what it read: the reply gets the "Respondeu com o que leu na foto" (Replied with what it read in the photo) tag in the conversation. - **Shows the team** what was read, below the photo, with the image type and the price of the reading. - With order guidance turned on, the items in the photo go into the conversation's **"Pedido em montagem" (Order in progress)**. On screen: The photo, what the AI read in it and the reply that used the reading. The box is for the team only: the lead sees the normal conversation. #### Where to turn it on and off In **"Configurações" (Settings) › "IA & persona" (AI & persona)**, the **"Leitura de imagens" (Image reading)** card has three controls. Only the account Owner can change them, and every change is recorded in the audit trail. - **"A IA lê as imagens" (The AI reads images)**: On by default. When off, the AI does not read the photo: it tells the lead it cannot see images here and asks them to write what they need. - **"Mostrar para a equipe o que a IA leu" (Show the team what the AI read)**: The box below each photo, in the Inbox. When off, it disappears from the screen and from the dashboard's responses; the photo stays. - **"Limite por conversa" (Limit per conversation)**: How many images the AI reads in 24 hours in the same conversation: 10 (default), 5, 20 or no limit. On screen: "Leitura de imagens" (Image reading) card in "Configurações" (Settings), with the switches, the per-conversation limit and the cost estimate. The estimate alongside uses the images your leads sent in the last 30 days. In the dashboard: "Abrir Configurações › IA & persona" (Open Settings › AI & persona). #### How much it costs - **Image read by the AI**: Charged only when the AI manages to read. It comes out of the balance like any usage, with a line in the "Extrato" (Statement). - **Not charged**: Stickers, blurry or cropped photos, images over 10 MB, formats the AI cannot open and images over the conversation limit. They show up in the "Extrato" (Statement) as "sem custo" (no cost), so you know they arrived. On screen: Card of the month's usage in the "Carteira" (Wallet), with the "Imagem lida pela IA" (Image read by the AI) line and the images that came at no cost. In the "Carteira" (Wallet), the month's usage shows the images read and how many arrived at no cost. > **Tip:** The message the AI replies with is still charged as always. Without balance for both, the conversation pauses as with any usage. #### "Limite por conversa" (Limit per conversation) The limit counts the images the AI read (or tried to read) in the last 24 hours of the same conversation. Past the limit, the next image **is neither read nor charged**: the conversation goes to the team's queue, with a note explaining the reason. It is the protection against someone sending dozens of photos at once. #### From when The AI reads only the images that arrive **after reading went live**. Photos that were already in conversations are neither read nor charged, not even if you turn the switch off and on again. #### How long the photo is kept The photo the lead sends is deleted **90 days after it arrives**, like audio. Photos that were already in the account before the reading count the 90 days from the date it went live, not from when they arrived: nothing disappears all at once. What the AI read stays in the conversation; in place of the photo, "Foto apagada depois de 90 dias" (Photo deleted after 90 days) appears. #### What the AI reads in each industry - **"Loja e comércio" (Stores and retail)**: The photo of the product or the label: the AI says what it is and checks your base to see whether you carry it. - **"Oficina e autopeças" (Auto shop and auto parts)**: The photo of the part or its code, to find the right item. - **"Imobiliária" (Real Estate)**: The photo of the property, the ad or the sign, to know which property the lead is talking about. - **"Serviços e escritório" (Services and office)**: The photo of a document or a form, to set up the service (the AI does not copy document numbers). - **"Farmácia" (Pharmacy)**: The prescription and the medicine box, with the precautions in the section below. #### Proof of payment In any industry, the photo of a receipt (Pix, boleto, transfer) **never confirms the payment**. The AI tells the lead it received the receipt and that the team checks and confirms it here, and the conversation gets an internal note **"Comprovante enviado: conferir" (Receipt sent: check)**. Nothing in the order or the "Funil" (Pipeline) changes because of the photo: your team is the one who confirms. #### Prescriptions and medicines - Yes: Reads the prescription and the medicine box to set up the order and check what is in stock. - Yes: Controlled-substance prescription: warns that the original prescription is handed over at pickup or delivery, and the order goes to the team's review. - Yes: A dose or usage question becomes an internal note for whoever checks ("Pergunta para o farmacêutico" (Question for the pharmacist)), and the conversation goes on. - No: Advising on dose, timing, interaction or use. - No: Saying whether the prescription is valid. #### Health data and LGPD Prescriptions and medicine boxes are health data. What the AI read stays only in the conversation, in the team's view; the trail of the AI's decisions says only "imagem lida" (image read), without the type or the text. The lead never sees the box. When a lead asks to be forgotten, their photos leave storage and what the AI read is deleted along with the conversation. The text written inside the photo is treated as content, never as an order for the AI. #### On Enterprise On the Enterprise plan, reading runs on **your company's model**, in the **"Leitura de imagem" (Image reading)** task of [Your own AI](https://attendto.com.br/en/manual/ia-propria) › "Roteamento" (Routing). It is optional and only accepts a model that passed the "Lê uma foto de exemplo" (Reads a sample photo) check of the connection test. The photo never goes to the platform's AI, not even as a fallback. - **Without the "Leitura de imagem" (Image reading) task**: The AI does not read the photo: it replies from the caption that came with it and, with no caption, says it cannot see images here and asks the lead to write. - **Company models down**: The photo goes to your team, with the notice in the conversation. Nothing is charged. - **Personal data masking**: Applies to text. The image goes as it arrived to the company's model, like audio. On screen: "Roteamento" (Routing) tab of "IA própria" (Own AI), with the "Quais dos seus modelos leem imagem" (Which of your models read images) card and the "Leitura de imagem" (Image reading) row. In "Roteamento" (Routing), the models that read images appear marked; text-only ones stay out of the task. #### Questions **Does the AI read PDFs?** No. Images only (JPEG, PNG, WEBP, HEIC). The PDF reaches the conversation and the team opens it as usual. **What about stickers?** The AI does not read them and does not charge. A sticker on its own gets no reply, and one from someone with no open conversation is discarded. **What about web chat?** Web chat does not receive images. Reading applies to WhatsApp and Instagram Direct. **The AI got what it read wrong. Now what?** The team sees the box and corrects it in the conversation. The photo stays there for checking. How people search: dashboard settings; invite agent; change account industry; apply industry package; change ai name; ai tone of voice; custom domain dashboard; configure dns cname txt; whatsapp business hours; away message; deactivate agent access; lead round-robin; two-step verification; automatic top-up pix; change dashboard logo. ## Dashboard Help Center: guides for every screen with images, search and step-by-step instructions URL: https://attendto.com.br/en/manual/central-de-ajuda Menu: General > "Central de ajuda" (Help center) The "Central de ajuda" (Help center) is the documentation inside the dashboard: one guide per screen, with annotated images and step-by-step instructions, which opens on the topic of the screen you were on. When it appears: Always available, for all roles. The "IA própria" (Own AI) and "Base avançada" (Advanced base) guides only appear for accounts that have those screens, and some parts of the guides change depending on the account ("IA própria" (Own AI), "Base avançada" (Advanced base) included or paid). ### Who can use it - Owner: Reads all the guides, including those for screens that only the Owner and Admin operate. - Admin: Reads all the guides, like the Owner. - Agent: Also reads all the guides, including those for screens their role does not open (in those cases, the "Abrir esta tela" (Open this screen) button takes them back to the "Painel" (Dashboard)). ### Screens #### "Central de ajuda" (Help center) The "Central de ajuda" (Help center) screen is for finding the right guide: through search in everyday language, through the lead journey in five steps, or through the index of all screens in menu order. Address in the dashboard: `/app/ajuda` ![Screenshot of the "Central de ajuda" (Help center) screen. The "Central de ajuda" (Help center) screen is for finding the right guide: through search in everyday language, through the lead journey in five steps, or through the index of all screens in menu order.](https://attendto.com.br/prints-do-manual/central-de-ajuda--indice.png) The "Central de ajuda" (Help center) screen in the demo account, with sample data and blurred values. How to get there: Through the "Menu do usuário" (User menu) (your photo or initials, in the right corner of the top bar), item "Central de ajuda" (Help center). The "Busca de comandos" (Command search) (Ctrl K) also brings up help guides. ##### How to use your dashboard The page header, with the search right below it. Fields and filters: - **"Buscar na ajuda" (Search help)**: Write your question in your own way (for example, message many contacts at once or does the AI make up prices?). From 2 letters on, up to eight guides appear, with the passage that matched. Buttons and actions: - **/**: Shortcut: the slash key moves the cursor to the search field from anywhere on the page. Also appears: - In the results, the up and down arrows choose, Enter opens the guide and Esc clears the search. - Search understands accents and punctuation any way you type them: café and cafe find the same thing. ##### "Você estava em" (You were in) When you open help from a screen, the first block is that screen's guide. Buttons and actions: - **"Você estava em ‹guia›" (You were in ‹guide›)**: Opens the guide for the screen you came from, with its summary. ##### "A volta completa" (The full tour) The path every lead follows, in five numbered steps; each step opens the corresponding section of the guide. Buttons and actions: - **"Ler a jornada inteira" (Read the whole journey)**: Opens the guide for the complete lead journey. - **"O que a IA faz por dentro" (What the AI does behind the scenes)**: Opens the guide that explains who decides each part, why the AI replied the way it did and what it checks before sending. Also appears: - The steps: the lead arrives, your AI talks to them, you step in when it is worth it, the deal moves on the board, nobody goes cold forgotten. ##### "Todas as telas" (All screens) The index of guides in the same order and the same groups as the side menu (OPERAÇÃO, INTELIGÊNCIA, CONTA). Also appears: - Each row shows the guide's title and summary; a newly added guide carries the "Novo" (New) pill. - Guides for parts of a screen (for example, lead intake inside "Integrações" (Integrations)) appear right below the screen's guide. ##### "Rodapé" (Footer) Buttons and actions: - **"Imagens desta ajuda geradas em ‹data›" (Images in this help generated on ‹date›)**: Hover to learn that the images come from a demo account with fictitious data, regenerated whenever a screen changes. ##### Screen states - Nothing here yet: Search with no results: "Nada encontrado para “‹termo›”. Tente uma palavra só, ou veja o índice de telas mais abaixo." (Nothing found for “‹term›”. Try a single word, or see the screen index below.) #### "Guia do painel" (Dashboard guide) The guide screen is for reading the full explanation of a dashboard screen, with numbered images, step-by-step instructions, notices and frequently asked questions, and going back to the screen when you are done. Address in the dashboard: `/app/ajuda/‹…›` ![Screenshot of the "Guia do painel" (Dashboard guide) screen. The guide screen is for reading the full explanation of a dashboard screen, with numbered images, step-by-step instructions, notices and frequently asked questions, and going back to the screen when you are done.](https://attendto.com.br/prints-do-manual/central-de-ajuda--guia.png) The "Guia do painel" (Dashboard guide) screen in the demo account, with sample data and blurred values. How to get there: Through the index or search of the "Central de ajuda" (Help center), through the "Busca de comandos" (Command search) (Ctrl K, group "Ajuda" (Help) or "Ajuda desta tela" (Help for this screen)) and through the links between guides. ##### Guide header Buttons and actions: - **"Todos os guias" (All guides)**: On phones and narrow screens: goes back to the "Central de ajuda" (Help center) index. - **"Abrir esta tela" (Open this screen)**: Opens the dashboard screen that the guide explains. Also appears: - The guide's title and a one-sentence summary. ##### Guide body Sections with text, lists, numbered step-by-step instructions, tables, definitions, notices (tip, attention, caution), questions that open on click and buttons to open the screen mentioned. Also appears: - Some parts change depending on your account: with "IA própria" (Own AI) or with "Base avançada" (Advanced base), the guide shows the version that applies to you. ##### Annotated images Screenshots with numbered areas; the list below the image explains each number. Buttons and actions: - **"Destaque ‹n›: ‹título›" (Highlight ‹n›: ‹title›)**: The numbered area over the image: hovering darkens the rest; clicking again enlarges that piece. - **"Ver de perto" (Zoom in closely)**: In the list below the image: opens the enlarged image already on the piece being explained. - **"Ampliar" (Enlarge)**: On phones, the whole image becomes the enlarge button. Also appears: - The enlarged image opens in a window ("Tela ampliada" (Enlarged screen)) that you move around by dragging. - On phones the numbers disappear from over the image; the list below it does the explaining. ##### Side navigation On wide screens: the list of all guides on the left and the table of contents on the right. Buttons and actions: - **"Central de ajuda" (Help center)**: At the top of the left list: goes back to the index. - **"Nesta página" (On this page)**: The table of contents with the guide's sections; the section you are reading is highlighted and each item takes you straight to it. Also appears: - The left list starts with the general guides (journey, the AI under the hood, Terms, subscribing, the platform's AI on this account) and continues with the menu groups. ##### Guide footer Buttons and actions: - **"Voltar para onde você estava" (Go back to where you were)**: Appears when you came from another screen: goes back to it. - **"Anterior" (Previous)**: Opens the previous guide in the order of the side list. - **"Próximo" (Next)**: Opens the next guide in the order of the side list. ##### Screen states - Address of a guide that does not exist (or that the account does not have): "Este guia não existe" (This guide does not exist), with an explanation that it may have been renamed and the "Ir para a Central de ajuda" (Go to the Help center) button. ### Step by step #### How to find the explanation for a dashboard screen 1. Open the "Menu do usuário" (User menu) (your photo or initials) and choose **"Central de ajuda" (Help center)**. 2. If you were on the screen you have a question about, click the **"Você estava em" (You were in)** block. 3. If not, type your question in **"Buscar na ajuda" (Search help)** or choose the screen in **"Todas as telas" (All screens)**. #### How to search for a question in help without knowing the screen's name 1. In the "Central de ajuda" (Help center), press **/** to go to the search field. 2. Write your question in your own words, for example message many contacts at once. 3. Use the arrow keys to choose the guide and **Enter** to open it. #### How to zoom in on a piece of the guide image 1. Hover over a number on the image to highlight that area. 2. Click **"Ver de perto" (Zoom in closely)** in the list below the image (on phones, tap **"Ampliar" (Enlarge)**). 3. Drag inside the window to move around the enlarged screen. #### How to go back from the guide to the screen I was on 1. At the end of the guide, click **"Voltar para onde você estava" (Go back to where you were)**. 2. Or, in the guide header, click **"Abrir esta tela" (Open this screen)** to go to the screen it explains. ### Frequently asked questions #### Does help open on the guide for the screen I was on? Yes. When you open the "Central de ajuda" (Help center) from a screen, the first block is "Você estava em" (You were in), with that screen's guide. In the "Busca de comandos" (Command search) (Ctrl K), the group "Ajuda desta tela" (Help for this screen) does the same. #### Do the guide images show real customer data? No. The images come from a demo account with fictitious data and are regenerated whenever a screen changes; the date of the last generation appears in the footer of the "Central de ajuda" (Help center). #### Why can't I find the "IA própria" (Own AI) or "Base avançada" (Advanced base) guide? Those guides only appear for accounts that have the corresponding screens. Without the plan or the module, they stay out of the index and the search. #### Can the agent read the help? Yes. The "Central de ajuda" (Help center) has no role restriction: the agent reads all the guides, including those for screens their role does not open. #### I opened an old guide link and "Este guia não existe" (This guide does not exist) appeared. What do I do? The guide may have changed address. Use the "Ir para a Central de ajuda" (Go to the Help center) button and look for the topic through search or the index. #### What is the difference between the "Central de ajuda" (Help center) and the public manual? The "Central de ajuda" (Help center) walks through each screen with images and stories, inside the dashboard. The manual is the inventory: it lists every screen, field, button and permission, and points to the corresponding guide. How people search: help center; dashboard help; dashboard manual; how to use the dashboard; screen tutorial; step-by-step guide; search help for a question; where is help; customer service system documentation. ## Reseller portal access: log in, set the password and sign the reseller agreement URL: https://attendto.com.br/en/manual/revenda-acesso Menu: Reseller portal > "Acesso ao portal" (Portal access) Reseller portal access is the entry path for those who resell the platform under their own brand: set the password from the invitation, sign the reseller agreement in the waiting room, wait for the release and enter the reseller area with email and password. ### Who can use it - Owner: The portal has no team roles: each reseller has a single access, with the email and password from the partner registration, and it is the same login for the waiting room and the reseller area. The area only opens after the reseller agreement and the release. - Admin: Not applicable: the end customer's account has its own login on the customer panel and does not enter the reseller portal. The end customer never sees the portal. - Agent: A customer account's agent does not access the portal; anyone who tries to log in without being a reseller receives a refusal with the reason. ### Screens #### "Entrar na sua área" (Go to your area) The reseller login screen is for the reseller to enter the reseller area with the same email and password as the partner registration. Address in the dashboard: `/revenda` ![Screenshot of the "Entrar na sua área" (Go to your area) screen, with names and values blurred. The reseller login screen is for the reseller to enter the reseller area with the same email and password as the partner registration.](https://attendto.com.br/prints-do-manual/revenda-acesso--entrar.png) The "Entrar na sua área" (Go to your area) screen in a demo account, with names and values blurred. How to get there: Through the reseller address; anyone already logged in goes straight to the "Visão geral" (Overview). ##### Reseller Area The presentation panel beside the form: the brand is yours, the wallet inherits the brand and the preview shows what the customer sees. Also appears: - "Rodapé" (Footer): those who only take part in the referral program log in through the partner door. ##### "Entrar na sua área" (Go to your area) The login form. Fields and filters: - **"E-mail" (Email)** (required): The email from the partner registration. - **"Senha" (Password)** (required): The same password set in the invitation. Buttons and actions: - **"Entrar" (Log in)**: Logs in to the portal and opens the "Visão geral" (Overview). - **"Abrir o meu portal e ver o que falta" (Open my portal and see what's missing)**: Appears when the area has not yet opened for a reseller (for example, the agreement is missing): goes to the waiting room with the same credentials. Also appears: - Wrong credentials: the message asks you to check them and use the password set in the invitation. - Area still closed: the reason message appears in a neutral tone, not as an error, with the path to the waiting room. ##### Top of the portal (after logging in) The bar that accompanies every screen of the reseller area. Buttons and actions: - **"Tema: claro" (Theme: light)**: Switches the portal theme between light, dark and the system one. - **"Menu da sua conta" (Your account menu)**: Opens the menu with your name and the "Revendedor" (Reseller) role. - **"Sair" (Log out)**: Ends the session and goes back to the reseller login screen. Also appears: - Your published brand (logo, or the initial in your color with the name) and the "REVENDA" (RESELLER) badge. - The name and description of the current screen. - Side menu (on mobile, a horizontal strip) with "Visão geral" (Overview), "Sua marca" (Your brand), "Carteira" (Client portfolio), "Preços e margens" (Prices & margins) (when released), "Módulos" (Modules), "Repasses" (Payouts) and "Demonstração" (Demo). ##### Screen states - Loading: The button shows "Entrando…" (Logging in…) while it checks the credentials. After logging in, the portal shell appears as a skeleton until the session loads. - If something goes wrong: If the area does not open after login, "Não conseguimos abrir a sua área" (We couldn't open your area) appears, with the reason and the "Tentar de novo" (Try again) button. An expired session goes back to this screen. #### "Definir senha do portal" (Set portal password) The set-password screen is for the invited reseller to create the portal password from the invitation email link and go on to sign the reseller agreement. Address in the dashboard: `/revenda/definir-senha/‹…›` How to get there: Through the link in the reseller program invitation email. ##### Reseller Program The panel on the side: you sell under your brand, at the price you set, and your share comes out of the customer's own charge. The reseller area opens when the agreement is signed by both parties. ##### Almost there! Set the password to log in to the portal and sign the reseller agreement. Fields and filters: - **"Nova senha" (New password)** (required): Minimum of 8 characters. - **"Confirmar senha" (Confirm password)** (required): The same password, to confirm. Buttons and actions: - **"Definir senha e entrar" (Set password and log in)**: Saves the password and opens the reseller waiting room. Also appears: - A short password, or one that differs from the confirmation, is rejected immediately, with the reason. - Invalid or expired invitation: the screen asks for a new invitation from the platform team. ##### Screen states - Loading: The button shows "Salvando…" (Saving…) while it saves the password. #### "Portal do Revendedor" (Reseller Portal) The "Portal do Revendedor" (Reseller Portal) is the reseller waiting room: it shows the reseller agreement to sign, the details that go into it and the steps until the reseller area opens. Address in the dashboard: `/revenda/portal` How to get there: After setting the password from the invitation, or through the "Abrir o meu portal e ver o que falta" (Open my portal and see what's missing) button on the login screen. Anyone who is also a referral partner sees the same block at the top of the "Portal do parceiro" (Partner portal). ##### "Cabeçalho" (Header) The portal name and your name. Buttons and actions: - **"Sair" (Log out)**: Ends the session and goes back to the reseller login. ##### Reseller Agreement with Own Brand The card for the agreement that governs the resale: selling under your brand, setting the price and receiving your share within the customer's charge. The full text opens in the electronic signature, and the area is released when both parties sign. Buttons and actions: - **"Assinar contrato de revenda" (Sign reseller agreement)**: Generates the agreement and opens the electronic signature page in a new tab. Stays blocked while agreement details are missing. - **"Abrir contrato de revenda para assinar" (Open reseller agreement to sign)**: Reopens the signature page of an already generated agreement. - **"Já assinei — atualizar" (I've already signed — refresh)**: Reloads the agreement status after signing. Also appears: - Agreement not yet available: the screen explains that the wait is on the platform's side and that nothing on your side is pending. - Agreement refused or with an expired link: a notice and the button to generate a new one. - After your signature: a notice that the platform's signature is still missing. ##### Details that go in the agreement The qualification form that comes before the agreement; the fields and the help for each one change depending on whether the document is for an individual or a company. Fields and filters: - **"‹campo do contrato›" (‹contract field›)**: The details that identify you in the agreement, such as document and address; an individual answers marital status and a company answers legal representative. Buttons and actions: - **"Salvar dados do contrato" (Save contract details)**: Saves the details; with everything filled in, signing is released. - **"Revisar" (Review)**: With the details complete, reopens the form for review before signing. - **"Fechar" (Close)**: Collapses the form. Also appears: - Without a CPF or CNPJ on the registration, the screen asks you to contact the platform and have it added before signing. ##### Your resale The steps until the reseller area opens, each with its real status and an explanation on hover. Buttons and actions: - **"Abrir a minha área de revenda" (Open my reseller area)**: Appears when the area has been released and leads to the reseller area login. Also appears: - "Contrato de revenda" (Reseller agreement): "Concluído" (Completed), "Dispensado" (Waived) (when the platform released it without a signature), "Agora" (Now) or awaiting the platform. - "Liberação da sua área" (Release of your area): done by the platform after the agreement, with a notice by email. - "Sua marca, seu endereço e sua carteira" (Your brand, your address and your wallet): what you set up after the release. - Partnership ended: instead of the steps, only the message with the resale status appears. ##### Screen states - Loading: A loading indicator fills the screen until the portal knows who you are. - If something goes wrong: Could not load the panel, with the "Tentar de novo" (Try again) button. - Someone who only takes part in referrals opens this address: Is taken to the "Portal do parceiro" (Partner portal). - Missing or expired session: Goes back to the reseller login screen. ### Step by step #### How to log in to the reseller portal for the first time 1. Open the link in the reseller program invitation email. 2. Fill in **"Nova senha" (New password)** and **"Confirmar senha" (Confirm password)** and click **"Definir senha e entrar" (Set password and log in)**. 3. In the waiting room, fill in the **"Dados que vão no contrato" (Details that go in the agreement)** and click **"Salvar dados do contrato" (Save contract details)**. 4. Click **"Assinar contrato de revenda" (Sign reseller agreement)** and sign on the page that opens. 5. Go back and click **"Já assinei — atualizar" (I've already signed — refresh)**. When the area is released, use **"Abrir a minha área de revenda" (Open my reseller area)**. #### How to log in to the reseller area 1. Open the reseller login. 2. Fill in **"E-mail" (Email)** and **"Senha" (Password)** (the same as the partner registration) and click **"Entrar" (Log in)**. 3. If the area is not open yet, click **"Abrir o meu portal e ver o que falta" (Open my portal and see what's missing)**. #### How to find out what is missing for the reseller area to open 1. Enter the waiting room (**"Portal do Revendedor" (Reseller Portal)**). 2. Read the steps in **"Sua revenda" (Your resale)**: each one's badge tells you whether it is your turn, whether it is with the platform or whether it has already been completed. #### How to log out of the reseller portal 1. Click your name in **"Menu da sua conta" (Your account menu)**, in the top corner. 2. Click **"Sair" (Log out)**. ### Frequently asked questions #### Is the reseller portal password the same as the partner program one? Yes. The reseller uses the same email and password from the partner registration in the waiting room and in the reseller area. #### I signed the referral agreement. Does that release the resale? No. Resale and referrals are different businesses, each with its own agreement; the reseller area depends on the reseller agreement. #### I signed the agreement, but the area did not open. Why? After both parties sign, the platform releases the area and notifies you by email. The "Liberação da sua área" (Release of your area) step shows where things stand. #### Does my end customer log in here? No. The end customer logs in to their own panel, through your own address and with your brand. The reseller portal is only for those who resell. #### The invitation link expired. Now what? Ask the platform team for a new invitation; the old link no longer works to set the password. #### Can I have more than one login on the reseller portal? No. The portal has a single access per reseller; there are no Owner, Admin or agent roles as in the customer panel. How people search: log in to reseller portal; reseller area login; set password reseller invitation; sign reseller agreement; white label agreement; reseller area won't open; reseller release; reseller waiting room. ## "Portal do parceiro" (Partner portal) for referrals: referral link, commissions and invoice URL: https://attendto.com.br/en/manual/parceiro-de-indicacao Menu: Referral partner > "Portal do parceiro" (Partner portal) The partner portal is the area for those in the referral program: there they accept the terms or sign the partnership agreement, copy the referral link, track the referred accounts and the month's commissions and send the invoice for each closing. ### Who can use it - Owner: The portal has no team roles: each partner has a single access, with the email and password set in the invitation, and sees only their own referrals and commissions. - Admin: Not applicable: the referred accounts belong to customers, with their own login in the customer panel, and they do not see the partner portal. - Agent: An agent of a customer account does not access the partner portal. ### Screens #### "Entrar no portal do parceiro" (Log in to the partner portal) The partner sign-in screen is for the referral partner to enter the portal with the email and password set in the invitation. Address in the dashboard: `/parceiro` ![Screenshot of the "Entrar no portal do parceiro" (Log in to the partner portal) screen, with names and values blurred. The partner sign-in screen is for the referral partner to enter the portal with the email and password set in the invitation.](https://attendto.com.br/prints-do-manual/parceiro-de-indicacao--entrar.png) The "Entrar no portal do parceiro" (Log in to the partner portal) screen in a demo account, with names and values blurred. ##### "Portal do Parceiro" (Partner Portal) The referral program presentation panel, next to the form, with the link to learn about the program. ##### "Bem-vindo de volta" (Welcome back) The login form. Fields and filters: - **"E-mail" (Email)** (required): The email from the partner registration. - **"Senha" (Password)** (required): The password set through the invitation link. Buttons and actions: - **"Entrar no portal" (Log in to the portal)**: Signs in to the partner portal. Also appears: - Wrong credentials: the message reminds you that, if no password is set, you must use the invitation link. - Someone who only resells and signs in here is taken to the reseller portal. ##### Screen states - Loading: The button shows "Entrando…" (Logging in…) while it checks the credentials. #### "Definir senha do portal" (Set portal password) The partner set-password screen is for creating the portal password through the invitation link and activating access. Address in the dashboard: `/parceiro/definir-senha/‹…›` How to get there: Through the link in the partner program invitation email. ##### Almost there! Set the password to activate the portal. If the invitation is for resale, the screen changes to the resale program presentation and, after the password, takes you to the reseller portal. Fields and filters: - **"Nova senha" (New password)** (required): Minimum of 8 characters. - **"Confirmar senha" (Confirm password)** (required): The same password, to confirm. Buttons and actions: - **"Definir senha e entrar" (Set password and log in)**: Saves the password and opens the portal. Also appears: - A short password, or one different from the confirmation, is rejected with the reason. - Invalid or expired invitation: the screen asks for a new invitation from the platform team. ##### Screen states - Loading: The button shows "Salvando…" (Saving…) while it saves the password. #### "Portal do Parceiro" (Partner Portal) The partner dashboard is for copying the referral link, seeing the sales and the month's commission preview, tracking referred accounts and sending the invoice for each closed month. Address in the dashboard: `/parceiro/painel` ![Screenshot of the "Portal do Parceiro" (Partner Portal) screen, with names and values blurred. The partner dashboard is for copying the referral link, seeing the sales and the month's commission preview, tracking referred accounts and sending the invoice for each closed month.](https://attendto.com.br/prints-do-manual/parceiro-de-indicacao--painel.png) The "Portal do Parceiro" (Partner Portal) screen in a demo account, with names and values blurred. How to get there: After signing in or setting the invitation password. ##### "Cabeçalho" (Header) The portal name and your name. Buttons and actions: - **"Sair" (Log out)**: Ends the session and returns to the partner sign-in. ##### "Termo do Parceiro Comercial" (Commercial Partner Terms) Appears before anything else when the terms have not yet been accepted and e-signature is not required; the acceptance is recorded with date, time and access identification. Fields and filters: - **"Li e concordo com o Termo do Parceiro Comercial." (I have read and agree to the Commercial Partner Terms.)**: Checkbox that unlocks the accept button. Buttons and actions: - **"Aceitar e entrar no portal" (Accept and enter the portal)**: Records the acceptance and opens the dashboard. ##### "Contrato de Parceria Comercial — Indicação" (Commercial Partnership Agreement — Referral) Appears in place of the dashboard when e-signature is required and the referral agreement has not yet been completed by both parties. Buttons and actions: - **"Assinar contrato de indicação" (Sign referral agreement)**: Generates the agreement and opens the e-signature page in a new tab; it stays locked while agreement data is missing. - **"Abrir contrato de indicação para assinar" (Open referral agreement to sign)**: Reopens the signature page of the agreement already generated. - **"Já assinei — atualizar" (I've already signed — refresh)**: Reloads the status after signing. - **"Salvar dados do contrato" (Save contract details)**: Saves the data that identifies you in the agreement. - **"Revisar" (Review)**: Reopens the full data so you can check it before signing. Also appears: - Data that goes in the agreement: the fields change depending on whether the document is for an individual or a company. - Rejected agreement or expired link: notice to generate a new one. After your signature, a notice that the platform's signature is still missing. ##### "Termo de Acelerador" (Accelerator Terms) A notice that does not block the dashboard: it appears when an accelerated commission term agreed with you is awaiting signature. Buttons and actions: - **"Abrir termo para assinar" (Open terms to sign)**: Opens the term's signature page. ##### "Seu link de indicação" (Your referral link) The tracked link: every account created through it counts as your referral, with the commission rule described on the card. Buttons and actions: - **"Copiar link" (Copy link)**: Copies the referral link to share. ##### Numbers for the month The preview for the current month. Fields and filters: - **"Vendas em ‹mês›" (Sales in ‹month›)**: Sales recognized in the month. - **"Assinaturas ativas" (Active subscriptions)**: Referred accounts with an active subscription. - **"Bônus do mês" (Monthly bonus)**: Bonus for the sales recognized in the month. - **"Recorrência do mês" (Monthly recurring)**: Recurring commission on the subscription fees of the referred accounts. - **"Indicações de parceiros" (Partner referrals)**: What you earned from referring other partners. - **"Prévia a receber" (Preview of amount to receive)**: The month's forecast total, highlighted. Also appears: - With a negotiated accelerator, a strip shows how many sales are missing to unlock it in the month, or that it has already been unlocked. ##### "Seus indicados" (Your referrals) The accounts that came in through your link, with the total. Also appears: - Account name, plan, entry date and the sale commission, when there is one. - "Situação" (Status): "Assinante ativo" (Active subscriber), "Pagamento pendente" (Payment pending), "Aguardando pagamento" (Awaiting payment), "Cancelou" (Canceled), "Reembolsado" (Refunded) or "Testando (sem plano)" (Trialing (no plan)). ##### "Indique um parceiro" (Refer a partner) Referral of another person to the program: the platform interviews them, signs the agreement and releases access; the earnings apply only to whoever you refer directly. Fields and filters: - **"Nome" (Name)** (required): Name of the person you are referring. - **"E-mail" (Email)** (required): The person's email; it cannot belong to someone who is already a partner. - **"Por que essa pessoa seria um bom parceiro?" (Why would this person be a good partner?)**: Optional: sales experience and industry, to speed up the review. Buttons and actions: - **"Indicar parceiro" (Refer a partner)**: Registers the referral; it becomes active with a valid name and email. Also appears: - List of those you referred, with the date and status: "em análise" (under review) by the platform, "Não aprovado" (Not approved), "convite enviado" (invitation sent), "Ativo no portal" (Active in the portal), "Desativado" (Deactivated) or how many active customers the person already has. ##### "Comissões e notas fiscais" (Commissions and invoices) The closed months. Send the invoice for each one; after approval, payment goes out by Pix by the 10th. Buttons and actions: - **"Enviar nota fiscal" (Submit invoice)**: Chooses the invoice file (PDF, JPG or PNG) and sends it for review. - **"Reenviar nota fiscal" (Resend invoice)**: Appears when the invoice was rejected: sends another one. Also appears: - Each month shows sales, active subscriptions, the commission breakdown and the total. - "Situação" (Status): "Envie sua nota fiscal" (Submit your invoice), "Nota em análise" (Invoice under review), "Aprovada — pagamento a caminho" (Approved — payment on the way), "Nota rejeitada — reenvie" (Invoice rejected — resend) (with the reason) or "Paga" (Paid). - The name of the uploaded file appears below the month. ##### "Sua revenda (para quem também revende)" (Your resale (for those who also resell)) Whoever takes part in both referrals and resale sees at the top of the dashboard the resale agreement and the steps until the resale area opens, without blocking the rest. ##### Screen states - Loading: A loading indicator fills the screen until the portal loads. - Nothing here yet: "Seus indicados" (Your referrals): "Ninguém entrou pelo seu link ainda" (No one has come in through your link yet). "Comissões" (Commissions): "Nenhum mês fechado ainda" (No closed month yet); the month's preview appears on the cards. - If something goes wrong: Could not load the panel, with the "Tentar de novo" (Try again) button. - Terms not accepted or agreement not signed: The referral terms or agreement appear in place of the dashboard until completed. - Someone who only resells opens this URL: They are taken to the reseller portal. - Missing or expired session: Returns to the partner sign-in. ### Step by step #### How to activate the partner portal through the invitation 1. Open the link in the invitation email. 2. Fill in **"Nova senha" (New password)** and **"Confirmar senha" (Confirm password)** and click **"Definir senha e entrar" (Set password and log in)**. 3. Accept the terms at **"Aceitar e entrar no portal" (Accept and enter the portal)** or sign the agreement at **"Assinar contrato de indicação" (Sign referral agreement)**, depending on what appears. #### How to copy the referral link 1. Sign in to the partner portal. 2. On the **"Seu link de indicação" (Your referral link)** card, click **"Copiar link" (Copy link)** and share. #### How to submit the commission invoice 1. In **"Comissões e notas fiscais" (Commissions and invoices)**, find the month with the status **"Envie sua nota fiscal" (Submit your invoice)**. 2. Click **"Enviar nota fiscal" (Submit invoice)** and choose the file in PDF, JPG, or PNG format. 3. Track the status: **"Nota em análise" (Invoice under review)**, then **"Aprovada — pagamento a caminho" (Approved — payment on the way)** and **"Paga" (Paid)**. 4. If **"Nota rejeitada — reenvie" (Invoice rejected — resend)** appears, read the reason and use **"Reenviar nota fiscal" (Resend invoice)**. #### How to refer another person to become a partner 1. In the **"Indique um parceiro" (Refer a partner)** card, fill in **"Nome" (Name)** and **"E-mail" (Email)**. 2. If you wish, describe the person's experience in the notes field. 3. Click **"Indicar parceiro" (Refer a partner)** and track the status in the list below. ### Frequently asked questions #### What is the difference between the "Portal do Parceiro" (Partner Portal) and the "Portal do Revendedor" (Reseller Portal)? A referral partner shares a link and earns a commission on the referred accounts. A reseller sells under their own brand and at their own price and receives their share within the customer's billing. They are different programs with different contracts. #### When do I receive the commission? When the month closes, you submit the invoice through the portal; after approval, payment is made by Pix by the 10th. #### How do I know which accounts came from my link? They appear in "Seus indicados" (Your referrals), with the plan, the sign-up date, and the subscription status. #### My invoice was rejected. What do I do? The reason appears below the month. Fix the invoice and use "Reenviar nota fiscal" (Resend invoice). #### Does referring another partner already earn me anything? Not by itself. Earnings come when the referred person's customers pay, and they apply only to people you referred directly. #### Why does the dashboard show only the contract? Until the terms are accepted or the referral contract is signed by both parties, the portal shows only that step. After signing, use "Já assinei — atualizar" (I've already signed — refresh). How people search: partner portal; referral link; referral program; referral commission; partner submit invoice; how to refer customers; refer a partner; commission statement; business partner terms. ## Reseller overview: monthly revenue, goal, portfolio health and payouts URL: https://attendto.com.br/en/manual/revenda-visao-geral Menu: Reseller portal > "Visão geral" (Overview) The "Visão geral" (Overview) is the opening dashboard of the reseller portal: at a glance, it shows how much the reseller business earned this month, where the money came from, which accounts need attention and when your share reaches your receiving account. ### Who can use it - Owner: The portal has a single login, the reseller's, using the email and password from the partner registration. Whoever signs in sees and uses everything on this screen, including setting the monthly goal. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The end customer does not see the portal or the reseller's amounts. - Agent: An agent from a customer account cannot access the reseller portal; the address leads to the reseller's login screen. ### Screens #### "Visão geral" (Overview) The "Visão geral" (Overview) screen lets the reseller track monthly revenue, the goal, portfolio health, the account ranking and upcoming payouts, all updated live. Address in the dashboard: `/revenda/visao-geral` ![Screenshot of the "Visão geral" (Overview) screen, with names and values blurred. The "Visão geral" (Overview) screen lets the reseller track monthly revenue, the goal, portfolio health, the account ranking and upcoming payouts, all updated live.](https://attendto.com.br/prints-do-manual/revenda-visao-geral--visao-geral.png) The "Visão geral" (Overview) screen in a demo account, with names and values blurred. How to get there: It is the first screen after you log in to the reseller portal and the first item in the side menu. Old links to the "Placar" (Scoreboard) also lead here. ##### Header and period The greeting with your brand name, the phrase for the month and the controls that choose the month shown across the whole screen. Buttons and actions: - **"Este mês" (This month)**: Returns the screen to the current month, with figures up to today. - **"Mês passado" (Last month)**: Shows the previous month, already closed. - **"Mês" (Month)**: Drop-down list with the last twelve months; the current month is marked as current. Your choice is kept in the page address. Also appears: - The "Ao vivo" (Live) badge with the time of the last event received; while the connection returns, it shows "Reconectando…" (Reconnecting…). - With an empty portfolio, the greeting becomes a welcome to your brand and the phrase explains that the summary appears as customers join. ##### Your portfolio starts here Welcome block that appears only while no account has paid: the three steps to the first payout, with the completed ones checked. Buttons and actions: - **"Adicionar cliente" (Add customer)**: Opens the page to create a customer's account in the "Carteira" (Client portfolio). Also appears: - Step "Marca no ar" (Brand live): done when your brand is already published; otherwise, it reminds you to publish name, logo and colors in "Sua marca" (Your brand). - Step "Conta de recebimento" (Receiving account): done when the receiving account is confirmed; otherwise, it asks you to provide it in "Repasses" (Payouts). - Step "Primeiro cliente" (First customer): register the account and send the activation link. ##### Top figures Four cards with the essentials of the selected month. Fields and filters: - **"Receita do mês" (Revenue this month)**: Two values side by side: "Clientes pagaram" (Customers paid), the total paid by your customers, and "Sua parte" (Your share), what stayed with you, each with a variation badge against the same day of the previous month. - **"Contas pagando" (Paying accounts)**: How many accounts paid, out of how many are in the portfolio, how many are overdue and how many are awaiting the first payment. - **"Ticket médio por conta" (Average ticket per account)**: Your average share per account and how much the customer pays on average. - **"Previsão · sem atrasos" (Forecast · no delays)**: How much your share should reach by the end of the current month, not counting overdue accounts (which are listed by name). In a closed month, the card becomes "Fechou o mês com" (Closed the month with). Also appears: - Variation badge: green when it goes up, red when it goes down and "nova" (new) when there is no basis for comparison. - If a card fails to load, it shows a dash, the phrase "Não carregou." (Did not load.) and the "Tentar de novo" (Try again) button. ##### Where does your revenue come from? Bar chart for the last twelve months, separating subscriptions and top-ups, with the current month's forecast shown dashed. Buttons and actions: - **"Sua parte" (Your share)**: Shows on the chart only the part that stayed with you in each month. - **"Clientes pagaram" (Customers paid)**: Shows on the chart the total customers paid in each month. - **"Ver como tabela" (View as table)**: Replaces the chart with a table with "Mês" (Month), "Clientes pagaram" (Customers paid), "Sua parte" (Your share), "Sua parte em mensalidades" (Your share of subscriptions) and "Sua parte em recargas" (Your share of top-ups). The same button switches back with "Ver como gráfico" (View as chart). Also appears: - Clicking a bar changes the month of the whole screen to that month. - The tooltip on each bar shows the value of the other view (your share or what customers paid). - Legend: "Mensalidades" (Subscriptions), "Recargas" (Top-ups) and the month's forecast without overdue accounts. ##### How far are you from the goal? Gauge of your share for the month against the goal you set, with a mark showing the forecast. Buttons and actions: - **"Definir a meta" (Set the goal)**: Appears when the current month has no goal yet and opens the dialog to enter how much you want to receive. - **"Ajustar a meta" (Adjust the goal)**: Opens the same dialog with the current goal so you can change the amount. Also appears: - Percentage reached and how much has come in out of the amount set. - In the current month: the notice of how much falls short of the goal by the forecast, or the "Pela previsão, passa da meta" (By forecast, exceeds the goal) badge, with how much is missing and in how many days. - In a closed month: "Meta batida" (Goal reached) or by how much it fell short. The goal can only be set for the current month. ##### Goal dialog Where you enter your share goal for the month, adding subscriptions and top-ups. Fields and filters: - **"Meta de ‹mês›" (Goal for ‹month›)** (required): The amount in reais you want to receive in the month. With no goal saved, the field comes filled with the last goal used, as a suggestion. Buttons and actions: - **"Voltar" (Back)**: Closes without saving; when reopened, the field shows the goal currently in effect. - **"Salvar a meta" (Save the goal)**: Saves the month's goal and closes the dialog. If the value is rejected, the reason appears in the dialog. ##### Is the portfolio healthy? Three cards with what needs attention before it turns into a cancellation; each one opens the "Carteira" (Client portfolio). When there is an account that pays by own-AI size, a fourth card appears. Buttons and actions: - **"Usando bem" (Using it well)**: Opens the "Carteira" (Client portfolio) filtered to paying accounts. Shows how many use it well, how many are starting and how many are cooling off. - **"Esfriando" (Cooling off)**: Opens the "Carteira" (Client portfolio). Shows how many accounts stopped using it, the monthly amount at risk and their names. - **"Em atraso" (Overdue)**: Opens the "Carteira" (Client portfolio) filtered to overdue accounts, with the first overdue account, since when, and your share in it. - **"Perto de subir de tamanho" (Close to moving up a tier)**: Opens the "Carteira" (Client portfolio). It appears only when some account pays by own-AI size. It counts how many accounts have already had the change notified or used 80% or more of the size limit in the cycle, and shows the first one: the account that will change size, with the change date, or how much of the limit it has used. With none, it says there is no account near the limit. ##### Which accounts earn the most? Ranking of accounts by your share in the month, with bars for subscriptions and top-ups and how much each customer pays. Buttons and actions: - **"Ver como tabela" (View as table)**: Replaces the bars with a table with "Conta" (Account), "Situação" (Status), "Cliente paga" (Customer pays), "Sua parte no mês" (Your share this month) and the variation against the previous month ("nova" (new) for an account that joined this month and a dash for one that earned nothing in the previous month). - **"Abrir a carteira" (Open portfolio)**: Takes you to the "Carteira" (Client portfolio) with all accounts. Also appears: - An overdue account shows the "Em atraso" (Overdue) badge next to its name. - In the table, under the account name is the AI type: "Nossa IA" (Our AI) or "IA própria" (Own AI) with the size (for example, "IA própria · Grande" (Own AI · Large)). - Footer showing how much of your revenue the top accounts in the ranking add up to. ##### What does your portfolio look like? Donut chart with the accounts by AI type and your monthly revenue in each group. With an own-AI account, it also shows the breakdown by size. Buttons and actions: - **"Ver como tabela" (View as table)**: Shows the same breakdown as a table: "Grupo" (Group), "Contas" (Accounts) and "Sua receita por mês" (Your monthly revenue). With own AI, it becomes one row per size ("IA própria · Padrão" (Own AI · Standard), for example). Also appears: - Group "Nossa IA" (Our AI): accounts that use "A IA da plataforma" (The platform's AI), with your monthly revenue from them. - Group "IA própria" (Own AI): accounts that use the customer's own AI; it appears only when at least one exists. - Own-AI sizes: how many accounts are in each size, including those at zero, and the legend with each size's monthly message limit. ##### When does the money arrive? Month bar divided into four parts and the timeline of upcoming payouts. Buttons and actions: - **"Ver os repasses" (View payouts)**: Opens the "Repasses" (Payouts) screen with the full statement. Also appears: - "Já na sua conta" (Already in your account): what has already been settled. - "A caminho" (On the way): what the customer paid and is within the release period. - "Aguardando pagamento" (Awaiting payment): what depends on the customer paying. - "Não aconteceu" (Did not happen): splits undone by refund, cancellation or block. - Upcoming payouts: date, account, whether it is a subscription or a top-up, the "A caminho" (On the way) or "Vence" (Due) badge and your share. ##### Needs your attention The pending items that only the reseller can resolve, from the most urgent to the least urgent. Buttons and actions: - **"Abrir conta" (Open account)**: Opens the "Carteira" (Client portfolio) with that account's record already open (overdue, account near the monthly limit, or cooling usage). - **"Ver detalhe" (View details)**: On the size-change pending item (the account exceeded the size limit for two months in a row and the change has already been notified), opens the account record in the "Carteira" (Client portfolio). - **"Reenviar link" (Resend link)**: For an account that has not yet made its first payment: asks for confirmation and generates a new access link for the person in charge. ##### Resend the access link? Confirmation of the resend made from "Precisa de você" (Needs you). The previous link stops working, including the one already sent through WhatsApp. Buttons and actions: - **"Voltar" (Back)**: Closes without generating a new link. - **"Reenviar link" (Resend link)**: Generates the new link and emails it to the person in charge of the account, with your brand when your own email is configured. - **"Copiar mensagem" (Copy message)**: Appears when the email did not go out: copies the ready-made message with the link to paste into the customer's WhatsApp. - **"Fechar" (Close)**: Closes the dialog after the result. ##### Footer shortcuts Two shortcuts to the screens that fix what is missing, when there is data to show. Also appears: - "Sua marca está no ar" (Your brand is live) (or "Sua marca ainda não está completa" (Your brand is not complete yet)): how many accounts see your brand in the dashboard, in email and on the custom address. Opens "Sua marca" (Your brand). - "Demonstração pronta" (Demo ready) (or "Monte a sua demonstração" (Build your demo)): the showcase account, outside the portfolio and payouts. Opens "Demonstração" (Demo). ##### Screen states - Loading: Each block shows a skeleton with the final shape while the numbers arrive; the top figures show "Carregando…" (Loading…). - Nothing here yet: With no paying account, the "Sua carteira começa aqui" (Your portfolio starts here) block appears and each card shows its own empty state: "Nenhuma receita ainda" (No revenue yet), "Sem meta para este mês" (No goal for this month), "Nada para acompanhar ainda" (Nothing to track yet), "Nenhuma conta na carteira" (No accounts in the portfolio), "Carteira vazia" (Empty portfolio), "Nenhum repasse ainda" (No payouts yet) and "Nada pendente hoje" (Nothing pending today). - If something goes wrong: A block that fails shows that it was the screen, not your data, that did not load, with the "Tentar de novo" (Try again) button; the rest of the dashboard stays live. - The real-time connection dropped: The header badge changes to "Reconectando…" (Reconnecting…) until it comes back. - Closed month selected: The forecast becomes "Fechou o mês com" (Closed the month with) and the goal can no longer be adjusted. ### Step by step #### How to see how much the reseller business earned last month 1. Open **"Visão geral" (Overview)** in the portal menu. 2. Click **"Mês passado" (Last month)** in the header, or choose the month from the **"Mês" (Month)** list. 3. Read **"Receita do mês" (Revenue this month)**: what customers paid and your share, compared with the previous month. 4. In **"De onde vem a sua receita?" (Where does your revenue come from?)**, use **"Sua parte" (Your share)** or **"Clientes pagaram" (Customers paid)** to see the split between subscriptions and top-ups. #### How to set the revenue goal for the month 1. In the **"Visão geral" (Overview)**, leave the period on **"Este mês" (This month)**. 2. On the **"Quanto falta para a meta?" (How far are you from the goal?)** card, click **"Definir a meta" (Set the goal)** (or **"Ajustar a meta" (Adjust the goal)**, if one already exists). 3. Enter how much you want to receive as your share for the month, adding subscriptions and top-ups. 4. Click **"Salvar a meta" (Save the goal)**. The gauge then shows how much has come in and whether the forecast reaches the goal. #### How to find out which customers are cooling off or overdue 1. Go to the **"A carteira está saudável?" (Is the portfolio healthy?)** block of the **"Visão geral" (Overview)**. 2. Click **"Esfriando" (Cooling off)** to see the accounts that stopped using it, or **"Em atraso" (Overdue)** for overdue subscriptions. 3. In the "Carteira" (Client portfolio), open the account record and use the ready-made message to talk to the customer. #### How to resend the access link to a customer who has not logged in 1. In **"Precisa de você" (Needs you)**, find the account awaiting the first payment. 2. Click **"Reenviar link" (Resend link)** and confirm with **"Reenviar link" (Resend link)** in the dialog. 3. If the email does not go out, click **"Copiar mensagem" (Copy message)** and send it through the customer's WhatsApp. #### How to see the figures as a table instead of a chart 1. In the corner of the **"De onde vem a sua receita?" (Where does your revenue come from?)**, **"Quais contas mais rendem?" (Which accounts earn the most?)** or **"Como é a sua carteira?" (What does your portfolio look like?)** card, click the **"Ver como tabela" (View as table)** icon. 2. To go back, click the same icon, now **"Ver como gráfico" (View as chart)**. ### Frequently asked questions #### What is the difference between "Clientes pagaram" (Customers paid) and "Sua parte" (Your share)? "Clientes pagaram" (Customers paid) is the total charged to your customers in the month (subscriptions and top-ups). "Sua parte" (Your share) is what stays with you within those charges; the rest belongs to the platform. #### Why doesn't the month's forecast count all accounts? The forecast is calculated without overdue accounts: accounts with an overdue subscription are left out and listed by name on the card, because your share from them only arrives if the customer pays. #### Do I need to reload the page to see a new payment? No. The "Visão geral" (Overview) is updated by the event that changes each figure; the "Ao vivo" (Live) badge shows the time of the last event received. #### Can I set the goal for a month that has already passed? No. The goal applies to the current month; in a closed month the card only shows whether it was reached or by how much it fell short. #### When does the "Perto de subir de tamanho" (Close to moving up a tier) card appear? Only when you have an account that pays by own-AI size. It includes accounts whose change has already been notified and those that used 80% or more of the size limit in the cycle. The change pending item also appears in "Precisa de você" (Needs you), with the "Ver detalhe" (View details) button. #### What does a cooling-off account mean? It is an account that pays but has stopped using the service or does not use a key feature. It is a sign that a cancellation is coming, which is why it appears here and in the "Precisa de você" (Needs you) queue. #### Does the demo account count in the figures? No. The demo stays outside the portfolio and payouts; it appears only in the footer shortcut. How people search: reseller dashboard; how much do I earn reselling; white label resale revenue; reseller revenue goal; overdue accounts reseller; customers going inactive; when do payouts arrive; average ticket per account; monthly revenue forecast; reselling dashboard. ## Your brand: how to set up white label with your own name, logo, colors, and address URL: https://attendto.com.br/en/manual/revenda-sua-marca Menu: Reseller portal > "Sua marca" (Your brand) "Sua marca" (Your brand) is the reseller portal screen where they build the own brand their customers see (name, logo, colors, login screen, and access address), check everything in the mirror, and publish it for the whole portfolio. ### Who can use it - Owner: The portal has a single access, the reseller's. Whoever signs in edits the brand, the address, and who can create an account, and decides when to go live. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The end customer only sees the result (the brand in their own panel), never this screen. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Sua marca" (Your brand) The "Sua marca" (Your brand) screen is for building the name, logo, colors, login screen phrases, and own address your customers see, checking everything in the mirror, and putting the brand live. Address in the dashboard: `/revenda/marca` ![Screenshot of the "Sua marca" (Your brand) screen, with names and values blurred. The "Sua marca" (Your brand) screen is for building the name, logo, colors, login screen phrases, and own address your customers see, checking everything in the mirror, and putting the brand live.](https://attendto.com.br/prints-do-manual/revenda-sua-marca--sua-marca.png) The "Sua marca" (Your brand) screen in a demo account, with names and values blurred. ##### "Cabeçalho" (Header) The screen title, whether the brand is already live, and what is still missing to start selling. Buttons and actions: - **"Abrir Preços e margens" (Open Prices & margins)**: Appears in the top notice when "Preços e margens" (Prices & margins) is enabled and opens that screen's "Mensalidade" (Subscription) tab. Also appears: - A badge reading "No ar" (Live) or "Ainda não está no ar" (Not live yet). - Time of the last automatic save (or "Nada salvo ainda" (Nothing saved yet)) and how many accounts use your brand. - A "Falta algo para vender" (Something is missing to start selling) notice, with an explanation on hover, while name, logo, and colors are not complete and live. - With "Preços e margens" (Prices & margins) enabled, a notice at the top says that the price for new customers is now in "Preços e margens" (Prices & margins). ##### Name and logo What your customer reads before typing the password. Everything you change is saved automatically within moments. Fields and filters: - **"Nome que aparece para o cliente" (Name shown to the customer)**: The business name that appears on the login screen and at the top of the customer's panel. Use the business name, not the legal name. - **"Fundo da logo" (Logo background)**: "Nenhum" (None), "Claro" (Light), or "Escuro" (Dark). Each option shows your logo inside it; the background follows the logo in the panel, on the login screen, and in emails. Buttons and actions: - **"Enviar logo" (Upload logo)**: Chooses the logo image (PNG or JPG, up to 1 MB). A transparent background and a horizontal format fit best. - **"Trocar" (Change)**: Uploads another image in place of the current logo. - **"Remover" (Remove)**: Asks for confirmation to remove the logo. - **"Onde isso aparece" (Where this appears)**: On hover, explains that the background applies in the panel, on the login screen, and in emails. Also appears: - An image over 1 MB is rejected, with a request to reduce it and try again. - A very light logo triggers a warning that it disappears on the panel's light background, suggesting you upload a dark version or choose a background. ##### Remove your logo? Confirmation before removing the logo: accounts go back to showing only the name in the sidebar. Buttons and actions: - **"Manter logo" (Keep logo)**: Closes without changing anything. - **"Remover logo" (Remove logo)**: Removes the logo from the brand draft. ##### The login screen The headline, the line below it, and the panel badge the customer sees before signing in. Fields and filters: - **"Manchete" (Headline)**: A short sentence, the way you sell; it is the larger text in the panel. The counter shows how many characters are left and changes color near the limit. - **"Subtítulo" (Subtitle)**: Two lines explaining what the customer gains. It does not appear on mobile, so the headline must stand on its own. Buttons and actions: - **"Mostrar" (Show)**: Keeps the badge line above the headline, which introduces the animated card. - **"Ocultar" (Hide)**: Removes the badge: the headline opens the panel on its own. Also appears: - Leaving both phrases blank is a valid choice: the screen shows a neutral phrase that describes the product without speaking for you, and the field already displays that phrase as an example. ##### Colors Buttons, highlights, and the login screen use a gradient that starts at your color. Fields and filters: - **"Cor principal" (Main color)**: Your brand color, chosen from the swatches or in "Cor personalizada" (Custom color). - **"Fim do degradê" (Gradient end)**: Where the gradient ends. Change it only if you do not like the combination; most people leave it as is. Buttons and actions: - **"Cor personalizada" (Custom color)**: Opens the picker to choose any color, including by hexadecimal code. Also appears: - A sample button with the gradient applied: this is how your brand's buttons will look. ##### Access address The own address through which your whole portfolio signs in; without it, customers sign in through an address with the platform's name. Fields and filters: - **"Endereço que seus clientes vão digitar" (Address your customers will type)** (required): An address on a domain of your company, for example app.suaempresa.com.br. The preview shows what the sign-in address will look like. - **"Quem cuida do seu site?" (Who manages your website?)**: "Outra pessoa cuida" (Someone else handles it): the panel builds a ready-made message to send to whoever manages the website. "Eu mesmo mexo no DNS" (I handle the DNS myself): shows the two records for you to create. Buttons and actions: - **"Continuar" (Continue)**: Accepts the typed address and shows what needs to be created in the DNS. - **"Copiar mensagem pronta" (Copy ready-made message)**: Copies the message with the two records (TXT and CNAME) to send to whoever manages the website. - **"Copiar o valor do registro ‹tipo›" (Copy the ‹type› record value)**: On the technical path, copies the value of the TXT or CNAME record. - **"Já criaram — conferir" (Already created — check)**: Registers the address and checks whether the records are already in the DNS. - **"Trocar endereço" (Change address)**: Goes back to type another address before registering. - **"Verificar agora" (Verify now)**: Checks again the DNS of an already registered address. - **"Remover endereço" (Remove address)**: Asks for confirmation to remove the own address. Also appears: - A status badge: "Ainda sem endereço" (No address yet), "Procurando seu DNS" (Looking for your DNS), or "Ativo" (Active). - The TXT record proves the address is yours; the CNAME brings access to the panel. On Cloudflare, the CNAME must be set to "Somente DNS" (DNS only, gray cloud). - While it is looking, the panel checks on its own for up to 24 hours and the screen changes when the address is live. - "Ativo" (Active): customers sign in at the own address from the very first screen, with the browser padlock already issued. ##### Remove the address? Confirmation: customers go back to signing in through the platform's address; colors and logo remain, and anyone with the panel open at that address needs to sign in again. Buttons and actions: - **"Manter endereço" (Keep address)**: Closes without changing anything. - **"Remover endereço" (Remove address)**: Removes the own address from the portfolio. ##### Who can create an account Decides whether, at your address, customers can create the account on their own or only sign in after you register them. Fields and filters: - **"O cliente paga por mês" (Customer pays per month)**: On the slider (without "Preços e margens" (Prices & margins) enabled): the subscription for those who sign up on their own. - **"Você recebe por mês" (You receive per month)**: On the slider: your share within the same charge, limited by what the platform needs to retain. Buttons and actions: - **"Só quem eu cadastrar" (Only people I register)**: Closes sign-up: the footer of the login screen has no invitation to create an account. - **"Qualquer um pode criar conta" (Anyone can create an account)**: Opens sign-up: whoever arrives at your address creates the account on their own, at the price for new customers. - **"Copiar endereço" (Copy address)**: With sign-up open, copies the sign-up address to share. - **"Abrir de verdade" (Open for real)**: Opens the sign-up address in a new tab. - **"Ajustar em Preços e margens" (Adjust in Prices & margins)**: With "Preços e margens" (Prices & margins) enabled, takes you to the "Mensalidade" (Subscription) tab to change the price for those who arrive on their own. - **"Salvar este preço" (Save this price)**: Without "Preços e margens" (Prices & margins) enabled, the price for those who sign up on their own is adjusted here, on the price slider, and saved with this button. Also appears: - If something is missing to open sign-up (active address, live brand, or price agreement), "Falta um passo antes de abrir" (One step is missing before opening) appears, with the reason, one at a time. - With sign-up live, the card shows the subscription and the share for those who sign up on their own, and the sign-up address. - A fixed notice: the account you sell is a subscription plus top-up; extra top-ups are made by the customer and your share lands in your receiving account. ##### Language for new accounts Defines which service languages your brand's next account is born with; each account can change them later, in Settings. Fields and filters: - **Main language**: The language the new account is born serving in: Portuguese (Brazil), Portuguese (Portugal), Portuguese (Mozambique), English (US), Spanish (Latin America) or French. - **Accepted languages**: The checked boxes are the languages the new account's AI talks in. The main one is always checked. Buttons and actions: - **"Tentar de novo" (Try again)**: Retries saving or reading when it fails. - **Undo the change**: After an error when saving, goes back to what was saved. Also appears: - Saves right away on every change, with the notice **"Pronto: as próximas contas da sua marca nascem com estes idiomas." (Done: your brand's next accounts are born with these languages.)** It does not enter the draft or the go-live bar, because it does not change what the customer sees on screen. - Note at the bottom of the card: changing it here does not touch the accounts that already use your brand and does not need to go live; it applies to the next account created. - Error when saving: **"Não foi possível salvar os idiomas." (The languages could not be saved.)** New accounts keep being born as before. ##### What your customers see with your brand The item-by-item scoreboard, built from your account's real state: what the customer already sees with your brand and what they still see with the platform's. Also appears: - Each item has a "Já é seu" (Already yours) or "Ainda é nosso" (Still ours) badge, a title, and the consequence. - "Se o cliente perguntar" (If the customer asks): the ready-made phrase to answer the customer about the brand. ##### How your customer sees it (mirror) The preview, with the real components, of the login screen and the customer's panel with your brand, before going live. Buttons and actions: - **"Tela de entrada" (Login screen)**: Shows the customer's login screen with your brand. - **"Painel" (Dashboard)**: Shows the customer's panel with your brand, in a sample scene. - **"Claro" (Light)**: Preview in the light theme. - **"Escuro" (Dark)**: Preview in the dark theme. - **"Computador" (Computer)**: On the login screen, shows the desktop version. - **"Celular" (Mobile phone)**: On the login screen, shows the mobile version. - **"Só por convite" (Invite only)**: Preview of the login screen without the invitation to create an account. - **"Cadastro aberto" (Open sign-up)**: Preview of the login screen with the "Criar conta" (Create account) invitation. - **"Abrir de verdade" (Open for real)**: Opens the login screen at your own address. Without an active address it is disabled, with an explanation on hover. Also appears: - The preview's address bar shows your own address, or the platform's while yours does not exist. - When the preview of who can create an account differs from what is in effect, a notice explains that it is only a preview. ##### Go-live bar A fixed bar at the bottom of the screen that appears when what is saved differs from what is live, or when the brand has never been published. Buttons and actions: - **"Descartar" (Discard)**: Asks for confirmation to go back to the live brand. - **"Colocar no ar" (Go live)**: Publishes the brand. The first time it publishes directly; with accounts using the brand, it asks for confirmation first. - **"Tentar de novo" (Try again)**: Appears in place of "Colocar no ar" (Go live) if publishing fails; what you changed stays saved. Also appears: - Bar message: "Você mudou coisas que seus clientes ainda não veem" (You changed things your customers do not see yet). ##### Go live for ‹n› accounts? Publish confirmation with active accounts: they change color and logo; whoever has the panel open sees it on reload, and the login screen changes within moments. Buttons and actions: - **"Cancelar" (Cancel)**: Closes without publishing. - **"Colocar no ar" (Go live)**: Publishes the brand to the whole portfolio. ##### Discard the changes? Confirmation to go back to the live brand; whatever was changed since then is lost. Buttons and actions: - **"Continuar editando" (Keep editing)**: Closes and keeps the draft. - **"Descartar alterações" (Discard changes)**: Deletes the draft and goes back to the published brand. ##### Screen states - Loading: The cards appear with readable titles and the content as a skeleton, and the mirror frame is already drawn. - If something goes wrong: "Não conseguimos carregar a sua marca" (We could not load your brand): the screen explains that nothing you built was lost and that the live brand stays the same for customers, with the "Tentar de novo" (Try again) button. The address and who-can-create-an-account cards have their own error, with the same guarantee. - Brand never published: The go-live bar appears even with no pending changes. - Address registered and not found yet: A "Procurando seu DNS" (Looking for your DNS) badge and the explanation that the DNS can take up to 24 hours. - Publishing failure: The bar gets an error border, the sentence describing the problem, and the "Tentar de novo" (Try again) button. ### Step by step #### How to put your own brand live 1. Open **"Sua marca" (Your brand)** in the portal menu. 2. Under **"Nome e logotipo" (Name and logo)**, fill in **"Nome que aparece para o cliente" (Name shown to the customer)** and click **"Enviar logo" (Upload logo)**. 3. Under **"Cores" (Colors)**, choose the **"Cor principal" (Main color)**; adjust **"Fim do degradê" (Gradient end)** only if needed. 4. Check the mirror, under **"Tela de entrada" (Login screen)** and **"Painel" (Dashboard)**, in the **"Claro" (Light)** and **"Escuro" (Dark)** themes. 5. On the bar at the bottom of the screen, click **"Colocar no ar" (Go live)** (and confirm, if accounts are already using the brand). #### How to set up the reseller's own address (domain) 1. In the **"Endereço de acesso" (Access address)** card, type the address in **"Endereço que seus clientes vão digitar" (Address your customers will type)** and click **"Continuar" (Continue)**. 2. Under **"Quem cuida do seu site?" (Who manages your website?)**, choose **"Outra pessoa cuida" (Someone else handles it)** and click **"Copiar mensagem pronta" (Copy ready-made message)**, or **"Eu mesmo mexo no DNS" (I handle the DNS myself)** to see the TXT and CNAME records. 3. After the records are created, click **"Já criaram — conferir" (Already created — check)**. 4. If the badge stays on **"Procurando seu DNS" (Looking for your DNS)**, wait (the panel checks on its own) or click **"Verificar agora" (Verify now)** later. #### How to let customers create their own account at your address 1. Make sure the own address is **"Ativo" (Active)** and that the brand is live. 2. In the **"Quem pode criar conta" (Who can create an account)** card, choose **"Qualquer um pode criar conta" (Anyone can create an account)**. 3. If **"Falta um passo antes de abrir" (One step is missing before opening)** appears, fix the reason shown and try again. 4. With sign-up live, use **"Copiar endereço" (Copy address)** to share the sign-up address. #### How to change the phrases on your customers' login screen 1. In the **A tela de entrada (The login screen)** card, write the **"Manchete" (Headline)** and, if you wish, the **"Subtítulo" (Subtitle)**. 2. Choose **"Mostrar" (Show)** or **"Ocultar" (Hide)** for the badge above the headline. 3. Check the mirror and click **"Colocar no ar" (Go live)**. #### How to undo brand changes before publishing 1. On the bar at the bottom of the screen, click **"Descartar" (Discard)**. 2. Confirm with **"Descartar alterações" (Discard changes)**: the brand goes back to the one that is live. ### Frequently asked questions #### Can I create new accounts that already serve in English or in European or Mozambican Portuguese? Yes. In "Idioma das contas novas" (Language for new accounts), choose the main language and the accepted ones: your brand's next account is born with them. Accounts that already exist do not change, and each account can adjust later in Settings. The dashboard stays in Portuguese. #### Do brand changes show up for customers right away? No. Everything you change is saved as a draft and only reaches customers when you click "Colocar no ar" (Go live). Until then, they keep seeing the published brand. #### Do I need to set up a brand for each customer? No. You build it once and the whole portfolio inherits the same brand; a single own address also serves all customers, and each one lands in their own panel. #### Is the own address mandatory? Without it, customers sign in through an address with the platform's name in the browser bar. It is also required to open sign-up on your own address. #### I used Cloudflare and the address is not verified. What should I do? Leave the CNAME record as "Somente DNS" (DNS only, gray cloud), with no proxy. With the proxy on, verification does not pass. #### Can I leave the login screen headline blank? Yes. The screen shows a neutral phrase that describes the product, without naming the platform, and the scoreboard does not require those fields. #### Does removing the own address delete my brand? No. Colors and logo remain; only sign-in goes back to the platform's address, and anyone who had the panel open at your address needs to sign in again. #### Where do I change the price for those who sign up on their own? With the "Preços e margens" (Prices & margins) feature enabled, on the "Mensalidade" (Subscription) tab of that screen (the shortcut "Ajustar em Preços e margens" (Adjust in Prices & margins) takes you there). Without it, on the slider of the "Quem pode criar conta" (Who can create an account) card. How people search: white label own brand; put my logo on the dashboard; reseller custom domain; set up CNAME and TXT; reseller brand colors; login screen with my brand; open sign-up on my own address; white label brand preview; resell under my own brand; change my customers' logo. ## Reseller wallet: create a customer account, set the price and resend the access link URL: https://attendto.com.br/en/manual/revenda-carteira Menu: Reseller portal > "Carteira" (Client portfolio) The "Carteira" (Client portfolio) is the reseller portal screen that lists the reseller's customer accounts with how much each earns, who needs attention today and where the reseller creates new accounts, sets the price, resends the access link and ends the resale. ### Who can use it - Owner: The portal has a single access, the reseller's. Whoever logs in sees all the accounts in the wallet, creates accounts, changes prices and ends resales. No one in the portal sees the customers' conversations or leads. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The Owner of the customer's account does not see the wallet or the reseller's share. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Carteira" (Client portfolio) The "Carteira" (Client portfolio) screen is for tracking the revenue of each resold account, acting on the day's pending items and opening each customer's record to change price, details and features. Address in the dashboard: `/revenda/contas` ![Screenshot of the "Carteira" (Client portfolio) screen, with names and values blurred. The "Carteira" (Client portfolio) screen is for tracking the revenue of each resold account, acting on the day's pending items and opening each customer's record to change price, details and features.](https://attendto.com.br/prints-do-manual/revenda-carteira--carteira.png) The "Carteira" (Client portfolio) screen in a demo account, with names and values blurred. How to get there: Through the "Carteira" (Client portfolio) menu item, through the cards and buttons on the "Visão geral" (Overview) (which already open the filtered list or an account's record) and through the button in the balance notices the reseller receives by email, which opens that account's record directly. ##### Wallet numbers Four cards with the wallet's income today. Fields and filters: - **"Sua receita por mês" (Your monthly revenue)**: Your share counting only the accounts paying today, with how many there are. - **"Se todas pagarem" (If all pay)**: How much it would be if the entire live wallet were paying; when it differs, it says how much is still not coming in and why (overdue or first payment). - **"Contas" (Accounts)**: Total active accounts, split into paying, awaiting, overdue and closed. - **"Esfriando" (Cooling off)**: Paying accounts with no conversation for 7 days or more, or without a key feature in use. This is revenue at risk next month. ##### Needs your attention The day's queue, ordered by damage: unpaid monthly payment, account near the monthly limit, no first payment, no conversations, no WhatsApp, no knowledge base, no calendar or no campaign. Buttons and actions: - **"Copiar recado" (Copy message)**: Copies a ready-made message, in your voice, to paste into the conversation with the customer. Nothing is sent through the portal. - **"Ver conta" (View account)**: Opens the account record. Also appears: - Usage alerts carry the "ADOÇÃO" (ADOPTION) tag. - With no pending items, the queue does not disappear: it becomes the line "Nada pendente na sua carteira hoje" (Nothing pending in your wallet today). ##### "Contas" (Accounts) The list of the wallet's accounts, with search, filters by status and pagination. Fields and filters: - **"Buscar cliente…" (Search customer…)**: Searches for the account by name; the list updates after a short pause in typing. - **"Cliente" (Customer)**: Account name and since when it has been in the wallet. - **"Situação" (Status)**: "Pagando" (Paying), "Em atraso" (Overdue), "Aguardando 1º pagamento" (Awaiting 1st payment) or "Encerrada" (Closed); on hover, what this means for your share. - **"Adoção" (Adoption)**: A badge — "Em uso" (In use), "Esfriando" (Cooling off) with the days without a conversation, "Sem WhatsApp" (No WhatsApp), "Sem base" (No knowledge base), "Sem Agenda" (No Calendar) or "Sem campanha" (No campaign) — and six dots: "WhatsApp conectado" (WhatsApp connected), "Base de conhecimento" (Knowledge base), "Persona ajustada" (Persona adjusted), "Agenda conectada" (Calendar connected), "Campanha disparada" (Campaign launched) and "Equipe convidada" (Team invited). - **"IA" (AI)**: Only with "Preços e margens" (Prices & margins) released: the AI type and the account's margin; the badge leads to the account in "Preços e margens" (Prices & margins). - **"Cliente paga" (Customer pays)**: The monthly payment the customer pays. - **"Você recebe" (You receive)**: Your share per month; a dash while the account has not made the first payment, and without highlight when the resale has ended. - **"Uso do mês" (Usage this month)**: How much of the service included in the month has already been used; the bar turns orange near the end and red at the limit. - **"Próxima" (Next)**: The date of the next charge, shown as overdue when late, or the end date. Buttons and actions: - **"Todas" (All)**: Shows all accounts. - **"Pagando" (Paying)**: Filters accounts whose monthly payment is up to date. - **"Em atraso" (Overdue)**: Filters accounts with an overdue charge. - **"Aguardando 1º pagamento" (Awaiting 1st payment)**: Filters accounts that were created but have not yet paid the first monthly payment. - **"Encerradas" (Closed)**: Shows the history of ended resales. - **"Adicionar cliente" (Add customer)**: Opens the create account page. While the brand is not ready, the button stays subdued and explains that customers would see a screen without your name. - **"Anterior" (Previous)**: Goes back one page of the list. - **"Próxima" (Next)**: Goes forward one page of the list. Also appears: - Clicking a row (or pressing Enter while it is focused) opens the account record. - On mobile, the table becomes one card per account with "Você recebe" (You receive) highlighted. ##### "Margem sobre o uso" (Margin on usage) Appears here only while "Preços e margens" (Prices & margins) is not released: the margin you add on top of the platform's usage table, which becomes your share on each top-up. Fields and filters: - **"Sua margem (%)" (Your margin (%))**: The percentage above the platform's table; zero passes it on at cost. Buttons and actions: - **"Gravar margem" (Save margin)**: Saves the margin for the usage and the following top-ups of all accounts. Also appears: - Preview table with Item, "Piso da plataforma" (Platform floor), "Seu cliente paga" (Your customer pays) and "Fica com você" (You keep), which follows what you type. - The balance customers have already paid does not change; the price is rounded up, cent by cent. - A delivered message template is only debited when the customer's number is on the platform's WhatsApp account. ##### Account record Side drawer with everything about the account, opened by clicking a row. Buttons and actions: - **"Reenviar link de acesso" (Resend access link)**: In the "Acesso do cliente" (Customer access) block, while the customer has not created the password: asks for confirmation and generates a new link; the previous one stops working. - **"Alterar preço" (Change price)**: Opens the price slider to change how much the customer pays and how much you receive. - **"Ajustar em Preços e margens" (Adjust in Prices & margins)**: With "Preços e margens" (Prices & margins) released, leads to this account's margin on that screen. - **"Preencher dados" (Fill in details)**: Opens the form for CNPJ, legal name and address (becomes "Editar dados" (Edit details) when a CNPJ already exists). - **"Editar dados" (Edit details)**: Opens the same form with the saved details. - **"Modo atendimento" (Service mode)**: Switch for direct sales (pharmacy, store, delivery): does not charge for hot or warm leads and the AI leads the order without the qualification step. The customer sees in the audit trail that it was you who changed it. - **"Transcrever áudios no atendimento humano" (Transcribe audio in human service)**: Switch: when the customer's team handles the conversation, the lead's audio becomes text, with a per-minute cost charged to the customer's balance. When off, the agent listens to the audio, at no cost. - **"Copiar recado" (Copy message)**: In the "Adoção" (Adoption) block, copies the ready-made message for the account's most serious alert. - **"Encerrar revenda" (End reseller account)**: Asks for confirmation to end the resale of this account. Also appears: - "Cabeçalho" (Header): name, status badge and since when the account has been resold by you (or when the resale ended). - The deal: "Cliente paga" (Customer pays) and "Você recebe por mês" (You receive per month), with the percentage of what the customer pays. - "Margem sobre o uso" (Margin on usage) (with "Preços e margens" (Prices & margins) released): "Margem desta conta" (This account's margin), "Itens acima da conta" (Items above the account) and how much stays with you on each top-up, with the latest change. - Customer details: CNPJ, "Razão social" (Legal name) and "Endereço" (Endpoint), or "Não informado" (Not provided). - "Este mês" (This month): "Uso do mês" (Usage this month) as a percentage and "Próxima cobrança" (Next charge). - "Adoção" (Adoption): "Última conversa atendida" (Last conversation handled) and the six usage signals, each with what is in use or what is missing; when the account cools off, the "Recado pronto" (Ready-made message). - Fixed notice: you do not see this customer's conversations or leads, and neither does the platform. ##### Resend the access link? Resend confirmation: the new link goes by email to the person responsible (with your brand, if configured) and the previous one stops working, including the one already sent through WhatsApp. Buttons and actions: - **"Voltar" (Back)**: Closes without generating a new link. - **"Reenviar link" (Resend link)**: Generates the new link and sends it by email. - **"Copiar mensagem" (Copy message)**: Appears when the email did not go out: copies the message with the link to send through WhatsApp. Also appears: - Before the resend, the block says where the link stands: valid until a date, expired or canceled, and whether it went out by email. ##### Change the price of ‹account› Dialog with the price slider and a notice that the new price applies from the next charge; the charge already generated goes out at the amount it was issued for, and notifying the customer is up to you. Fields and filters: - **"O cliente paga por mês" (Customer pays per month)**: The customer's new monthly fee. - **"Você recebe por mês" (You receive per month)**: Your share of the same charge, on the same day. Buttons and actions: - **"Máximo" (Maximum)**: Sets your share to the maximum the price supports. - **"Voltar" (Back)**: Closes without changing the agreement. - **"Salvar novo preço" (Save new price)**: Saves the new agreement; it only becomes active when something has changed and the agreement is valid. ##### Details for ‹account› Form with CNPJ, legal name, and address, the same fields the customer sees under "Configurações" (Settings); whatever is saved last takes effect. Fields and filters: - **CNPJ**: Once the CNPJ is complete, legal name and address are filled in automatically in the fields that are still empty. - **"Razão social" (Legal name)**: The legal name of the customer's company. - **CEP**: The CEP (postal code) of the address. - **"Rua e número" (Street and number)**: Street and number. - **"Cidade" (City)**: City of the address. - **"UF" (State)**: State abbreviation, two letters. Buttons and actions: - **"Voltar" (Back)**: Closes without saving. - **"Salvar dados" (Save details)**: Saves the data to the customer's account. ##### End the resale of ‹account›? Mandatory confirmation. Nothing is deleted: the account stays live with the same login, data, AI, and appearance; from the next charge on, your share stops arriving. If the customer has not yet created a password, the link that was sent stops working. Buttons and actions: - **"Voltar" (Back)**: Closes without ending the resale. - **"Encerrar revenda" (End reseller account)**: Ends the relationship; the account moves to the "Encerradas" (Closed) filter. ##### Screen states - Loading: The labels of the four numbers stay legible and only the values become skeletons, so as not to show an alarming zero; the details page also loads with a skeleton. - Nothing here yet: Your portfolio is still empty, with the "Adicionar cliente" (Add customer) button. Each filter has its own empty state ("Nenhuma conta pagando ainda" (No paying accounts yet), "Nenhuma conta em atraso" (No overdue accounts), "Nenhuma conta esperando o primeiro pagamento" (No accounts awaiting the first payment), "Nenhuma revenda encerrada" (No closed resale accounts)) and a search with no results shows "Nenhuma conta com esse nome" (No account with that name). - If something goes wrong: We could not open your portfolio: the screen assures that nothing changed in the accounts or the money and offers "Tentar de novo" (Try again). The details page and the "Margem sobre o uso" (Margin on usage) have their own error, with the same button. - Account without the usage snapshot: "Adoção" (Adoption) and "Uso do mês" (Usage this month) appear as a dash. - Resale ended: The details page shows "O acordo que valia" (The agreement that was in effect), without the change buttons, and explains that the account stays live with the customer. #### "Adicionar cliente" (Add customer) The "Adicionar cliente" (Add customer) screen is used to create a customer's account in the portfolio, set the monthly fee and your share, and generate the access link that the contact person uses to create a password. Address in the dashboard: `/revenda/contas/nova` ![Screenshot of the "Adicionar cliente" (Add customer) screen, with names and values blurred. The "Adicionar cliente" (Add customer) screen is used to create a customer's account in the portfolio, set the monthly fee and your share, and generate the access link that the contact person uses to create a password.](https://attendto.com.br/prints-do-manual/revenda-carteira--adicionar-cliente.png) The "Adicionar cliente" (Add customer) screen in a demo account, with names and values blurred. How to get there: Through the "Adicionar cliente" (Add customer) button in "Carteira" (Client portfolio), "Visão geral" (Overview), or the "Por conta" (Per account) tab of "Preços e margens" (Prices & margins). ##### "Adicionar cliente" (Add customer) The contact person's details. The account is theirs: the access link goes to the contact person's email and they set their own password. Fields and filters: - **"Nome da empresa do cliente" (Customer company name)** (required): The name shown in the account details; the customer can correct it later under "Configurações" (Settings). - **"Nome do responsável" (Contact person name)** (required): How they will be addressed on the dashboard and in the message with the link. - **"E-mail do responsável" (Contact person email)** (required): This is how the customer signs in. An email can only belong to one account. - **"Enviar o link de acesso por e-mail agora" (Send the access link by email now)**: Checked by default: the link goes out with your brand as soon as the account is created. Uncheck it if the agreement with the customer has not yet been closed in writing, and send the link when the time comes. Buttons and actions: - **"Voltar para a carteira" (Back to portfolio)**: Returns to the list without creating anything. Also appears: - Notice "Crie a conta com o acordo fechado: o link libera o acesso do cliente, e o acordo por escrito entre vocês vem antes." (Create the account with the agreement closed: the link grants the customer access, and the written agreement between you comes first.) ##### Customer details Optional. They go on the tax invoice and the account documents; the customer can correct them later. Fields and filters: - **CNPJ**: Once the CNPJ is complete, legal name and address come filled in. - **"Razão social" (Legal name)**: The company's legal name. - **CEP**: The CEP (postal code) of the address. - **"Rua e número" (Street and number)**: Street and number. - **"Cidade" (City)**: City of the address. - **"UF" (State)**: State abbreviation. ##### The price for this account The slider: you set how much the customer pays and how much you receive. Your share comes out of the same boleto, on the same day; it is not a reimbursement or a separate invoice. Fields and filters: - **"O cliente paga por mês" (Customer pays per month)**: The account's monthly fee. The customer never sees the platform's share. - **"Você recebe por mês" (You receive per month)**: Your share. When it reaches the maximum, the slider offers to raise the price so you earn more. - **"Quanto você recebe por mês" (How much you receive per month)**: Slider that adjusts your share up to the maximum allowed by the price. Buttons and actions: - **"Máximo" (Maximum)**: Sets your share to the maximum the price supports. - **"Subir para ‹preço› e ganhar ‹valor›" (Raise to ‹price› and earn ‹amount›)**: Appears at the top of the slider: raises the price to the next step and increases your share. - **"Usar ‹preço›" (Use ‹price›)**: Appears when the typed price is below the minimum: applies the lowest price that supports your share. Also appears: - Shortcuts with ready-made values for your share. - Bar split into "Você" (You) and "Plataforma" (Platform); the billing cost is already included in the platform's share. - How much the account earns you per year and the percentage of what the customer pays. - Fixed notice: the account you sell is the monthly fee plus top-ups. ##### Page footer bar The agreement summary (Cliente paga and "Você recebe" (You receive)) stays fixed while you edit the fields. Buttons and actions: - **"Criar conta" (Create account)**: Creates the account. It only becomes active once company, contact person, and a valid email are filled in, along with a valid price agreement. ##### Account created — the customer still needs to sign in The result: who the link was for (or should be sent to), how long it is valid, and that it only works once, with the message ready for WhatsApp. Buttons and actions: - **"Copiar mensagem" (Copy message)**: Copies the message with the link to paste into the customer's WhatsApp. - **"Enviar por e-mail também" (Also send by email)**: Sends the same link by email, with your brand, if it has not been sent yet; after sending it becomes "E-mail enviado" (Email sent). - **"Ver na sua carteira" (View in your portfolio)**: Returns to "Carteira" (Client portfolio). Also appears: - If the email does not go out, a notice asks you to copy the message and send it via WhatsApp, or to try sending again. - If the link is lost or expires, use "Reenviar link de acesso" (Resend access link) on the account's details page. The account counts toward your revenue when the first monthly fee is paid. ##### Screen states - Loading: The price slider appears as a skeleton until the parameters arrive. - If something goes wrong: If the slider does not load, the screen asks you to reload the page and assures that no account was created. Refusals when creating (for example, an email already in use) appear above the footer bar with a sentence giving the reason. ### Step by step #### How to create a customer's account under your reseller account 1. In **"Carteira" (Client portfolio)**, click **"Adicionar cliente" (Add customer)**. 2. Fill in **"Nome da empresa do cliente" (Customer company name)**, **"Nome do responsável" (Contact person name)**, and **"E-mail do responsável" (Contact person email)**. 3. If you want, fill in the **CNPJ** under **"Dados do cliente" (Customer details)**: legal name and address are filled in automatically. 4. Under **"O preço desta conta" (This account's price)**, adjust **"O cliente paga por mês" (Customer pays per month)** and **"Você recebe por mês" (You receive per month)**. 5. Click **"Criar conta" (Create account)** and, in the confirmation, use **"Copiar mensagem" (Copy message)** to send the link via WhatsApp. #### How to create the account without sending the link yet 1. On the **"Adicionar cliente" (Add customer)** page, uncheck **"Enviar o link de acesso por e-mail agora" (Send the access link by email now)**. 2. Click **"Criar conta" (Create account)**: the link stays on the screen only. 3. When the agreement is closed, use **"Copiar mensagem" (Copy message)** or **"Enviar por e-mail também" (Also send by email)**. #### How to resend the access link so the customer can create a password 1. In **"Carteira" (Client portfolio)**, click the account to open its details page. 2. In the **"Acesso do cliente" (Customer access)** block, click **"Reenviar link de acesso" (Resend access link)**. 3. Confirm in **"Reenviar link" (Resend link)**. If the email does not go out, use **"Copiar mensagem" (Copy message)**. #### How to change the price a customer pays 1. Open the account's details page in **"Carteira" (Client portfolio)** and click **"Alterar preço" (Change price)**. 2. Adjust the values on the slider; read the notice about the charge already generated. 3. Click **"Salvar novo preço" (Save new price)**. The new price applies from the next charge. #### How to turn on Service mode for a direct-sale customer 1. Open the account's details page in **"Carteira" (Client portfolio)**. 2. In the **"Modo atendimento" (Service mode)** block, turn on the switch. 3. The customer sees in their account's audit trail that the change was made by you. #### How to end the resale of an account 1. Open the account's details page and click **"Encerrar revenda" (End reseller account)**. 2. Read what changes and confirm in **"Encerrar revenda" (End reseller account)**. 3. The account stays live with the customer and starts appearing under the **"Encerradas" (Closed)** filter. ### Frequently asked questions #### Can I see my customers' conversations and leads? No. The account belongs to the customer: you see revenue, payment status, usage for the month, and adoption signals, but never the conversations or the leads. The platform does not either. #### When does the account start counting toward my revenue? When the first monthly fee is paid. Until then it appears as "Aguardando 1º pagamento" (Awaiting 1st payment) and the "Você recebe" (You receive) column shows a dash. #### How long is the access link valid? The expiration date appears in the creation confirmation and on the account's details page. The link only works once; if it expires or gets lost, generate another with "Reenviar link de acesso" (Resend access link). #### Does ending the resale delete the customer's account? No. The account stays live with the same login, data, AI, and appearance. What changes is that your share stops coming in from the next charge. #### I changed the price. Does the customer pay the new amount this month? No. It applies from the next charge; the charge already generated goes out at the amount it was issued for. Notifying the customer beforehand is up to you. #### What is the ready-to-send message? A message in your voice, suggested when an account is cooling off or has a pending issue, for you to paste into the conversation with the customer. The portal sends nothing on its own. #### Can the same email be used on two accounts? No. Each contact person email can only belong to one account. How people search: create reseller customer account; add white label customer; resend access link; customer did not receive the link; set reseller customer price; end resale of an account; reseller customer portfolio; customer cooling off adoption; service mode direct sale; customer details CNPJ reseller; how much do I earn per customer. ## Reseller prices and margins: margin on usage, per-account margin, and monthly fee URL: https://attendto.com.br/en/manual/revenda-precos-e-margens Menu: Reseller portal > "Preços e margens" (Prices & margins) "Preços e margens" (Prices & margins) is the reseller portal screen that gathers everything that defines the customer's price and the reseller's share: the default margin on usage, each account's margin, and the monthly fee for those who arrive on their own, always with a preview and confirmation before changing anything. When it appears: Appears in the menu when the "Preços e margens" (Prices & margins) feature is enabled for your reseller account. Without it, the address takes you to "Carteira" (Client portfolio), where the margin on usage and each account's price live. ### Who can use it - Owner: The portal has a single login, the reseller's. Whoever signs in simulates, saves the default margin, adjusts each account's margin, and sets the monthly fee for new customers. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The end customer only sees the final price of each item on their dashboard, with your brand, never the margin. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Preços e margens" (Prices & margins) The "Preços e margens" (Prices & margins) screen is for deciding the margin on usage for the portfolio and for each account, and the monthly fee for new customers, seeing beforehand, item by item, what the customer will pay and what stays with you. Address in the dashboard: `/revenda/precos` ![Screenshot of the "Preços e margens" (Prices & margins) screen, with names and values blurred. The "Preços e margens" (Prices & margins) screen is for deciding the margin on usage for the portfolio and for each account, and the monthly fee for new customers, seeing beforehand, item by item, what the customer will pay and what stays with you.](https://attendto.com.br/prints-do-manual/revenda-precos-e-margens--precos-e-margens.png) The "Preços e margens" (Prices & margins) screen in a demo account, with names and values blurred. How to get there: Through the menu, through the AI badge in "Carteira" (Client portfolio) and on the account details page (which opens the account directly on the "Por conta" (Per account) tab), through the margin shortcut in "Módulos" (Modules), and through the "Sua marca" (Your brand) notice (which opens the "Mensalidade" (Subscription) tab). The tab and the open account stay in the page address. ##### Top of the screen The opening sentence (no price changes until you review and confirm) and the general notices. Buttons and actions: - **"Simular uma margem" (Simulate a margin)**: Appears in the zero default margin notice, on the "Margem sobre o uso" (Margin on usage) tab: takes you to the simulator and puts focus on it. - **"Ver a margem padrão" (View default margin)**: The same notice, on the "Por conta" (Per account) tab: returns to the "Margem sobre o uso" (Margin on usage) tab. Also appears: - Zero default margin notice: with accounts using "A IA da plataforma" (The platform's AI), consumption is charged at the platform price and nothing from top-ups stays with you. ##### What you earn Three cards showing where your money comes from. Fields and filters: - **"Mensalidades" (Subscriptions)**: Your monthly share of the subscriptions, separating accounts with "IA própria" (Own AI) and with "Nossa IA" (Our AI). It arrives on the payment day. - **"Recargas" (Top-ups)**: Your share of this month's top-ups so far. Only accounts with "Nossa IA" (Our AI) have AI top-ups. - **"Extra por item" (Extra per item)**: The gain from per-item margin, paid at month close. Before the addendum it shows a dash; afterward, the projected total for the month, with "Pago até ‹data›" (Paid through ‹date›) or "Acumulando" (Accumulating) until it exceeds the minimum amount, and the "Ver em Repasses" (View in Payouts) shortcut. During the previous month's close, the final value comes out in moments. ##### Tabs The three parts of the screen; arrow keys, Home, and End switch tabs from the keyboard. Buttons and actions: - **"Margem sobre o uso" (Margin on usage)**: Opens the simulator and the portfolio's default margin. - **"Por conta" (Per account)**: Opens the list of accounts with each one's margin; shows how many accounts there are. - **"Mensalidade" (Subscription)**: Opens the price for new customers. ##### Margin on usage: scope note The margin on usage applies only to accounts with "Nossa IA" (Our AI), where consumption comes out of the prepaid balance. Accounts with their own AI pay the AI directly to their provider, with no platform consumption to put a margin on. ##### What if the default margin were… Simulator: drag and see the effect, without changing anything. Fields and filters: - **"Margem simulada" (Simulated margin)**: Slider with the simulated percentage. Buttons and actions: - **"Usar ‹n›% como margem padrão" (Use ‹n›% as default margin)**: Takes the simulated value to the default margin field below; you still review and confirm. Also appears: - Badge "simulação · nada muda" (simulation · nothing changes). - Three comparisons of today for the simulation: the price of one message for the customer, how much stays with you on an example top-up, and how much this month's usage so far would have earned on the accounts that use the default. - In the default margin field you can go beyond the simulator's limit. ##### Default margin on usage The margin that applies to every account with "Nossa IA" (Our AI) without its own margin and to new customers. On each top-up, the margin is your share and lands in your receiving account immediately. Fields and filters: - **"Margem padrão (%)" (Default margin (%))**: The percentage on top of the platform's price list; the accepted range appears next to it and a value outside it is refused with the reason. Buttons and actions: - **"Ver quais" (See which)**: Opens the "Por conta" (Per account) tab filtered to accounts with their own margin. - **"Gravar margem padrão" (Save default margin)**: Opens the confirmation with the scope and effects of the change. - **"Descartar" (Discard)**: Returns the field to the saved margin. - **"Ver o aditivo" (View the addendum)**: Opens the clause of the contract addendum that unlocks per-item margin and payment of the extra. Also appears: - Badge with today's margin and how many accounts use the default or have their own margin. - Notices as you type: with zero margin your share disappears on accounts that use the default; accounts with their own margin do not change, unless you choose that in the confirmation. - Default table with Item, "Piso da plataforma" (Platform floor), "Margem do item" (Item margin), "Seu cliente paga" (Your customer pays) (striking through today's price when it changes) and "Fica com você" (You keep). - "Margem do item" (Item margin) column, with the signed addendum: each row has a percentage field. Empty, the item inherits the default margin; filled in, it becomes an item with its own margin ("item com margem própria" (item with own margin) badge) and gets "Voltar ao padrão" (Reset to default). The item's margin is always equal to or greater than the default margin; below that, the field gives the reason right below the row. - Without the signed addendum, the column is locked ("Disponível após a assinatura do aditivo ao contrato" (Available after the contract addendum is signed)), with the "margem do item bloqueada" (item margin locked) badge. - Badge with how many items have their own margin, or "nenhum item com margem própria" (no items with their own margin). - When the default margin rises above an item's own margin, it starts following the default and the row shows "era X% · passa a seguir a padrão" (was X% · now follows the default). - Split of an example top-up between "Plataforma" (Platform) and "Fica com você" (You keep). - Panel "Como você recebe o extra dos itens" (How you receive the extra from items): on the top-up, immediately, the split continues by the account's margin; at month close, what items with a higher margin charge above that is calculated from actual usage and paid under "Repasses" (Payouts). Includes an example with the item's numbers. - The new price list applies to the following consumption and top-ups; the balance already paid does not change. The delivered message template is only debited when the number is on the platform's WhatsApp account. ##### Rules for the per-item extra Rules that appear alongside the "Como você recebe o extra dos itens" (How you receive the extra from items) panel, in "Preços e margens" (Prices & margins) and in "Repasses" (Payouts). Also appears: - The extra is paid by the 10th of the following month, to your receiving account. - Below the minimum payout amount in the month, the amount accumulates and goes out together the next month. - Chargebacks and refunded top-ups are removed from the calculation; a chargeback that arrives after close is deducted from the next extra. - Your customer only sees the final price of each item, never the margin or the extra. ##### Change the default margin to ‹n›%? Confirmation with the before and after of your share on a top-up, who starts using the new margin, when it applies, and the notice to the customer. Fields and filters: - **"Quem passa a usar ‹n›%" (Who will switch to ‹n›%)**: Only when there are accounts with their own margin: choose between the accounts that use the default (and new customers) or all accounts with "Nossa IA" (Our AI), which makes the own margins stop applying. - **"Avisar o cliente por e-mail" (Notify the customer by email)**: Only when the margin goes down: sends the notice with your brand. When any price goes up, the notice always goes out. Buttons and actions: - **"Agora não" (Not now)**: Closes without saving. - **"Gravar ‹n›% em ‹n› contas" (Save ‹n›% on ‹n› accounts)**: Saves the default margin to the chosen accounts and to new customers. Also appears: - An increase applies to consumption from now on; a reduction, from each account's next top-up. - The balance each customer already has keeps being spent at the current price when the margin goes down. - Customers see only the final price of each item, with your brand. The plans' monthly fee does not change. ##### "Por conta" (Per account) The portfolio with the AI type, the monthly fee, and the usage margin of each account. Fields and filters: - **"Conta" (Account)**: Account name and status. - **"IA" (AI)**: "Nossa IA" (Our AI) or "IA própria" (Own AI). - **"Tamanho" (Size)**: For "Nossa IA" (Our AI), the AI credits included in the monthly fee. - **"Mensalidade" (Subscription)**: Your share and how much the customer pays per month. - **"Margem de uso" (Usage margin)**: The badge "padrão" (default) or "própria" (own) with the percentage; it does not apply to accounts with their own AI. A note warns when the balance already paid continues at a previous margin. Buttons and actions: - **"Todas" (All)**: Shows all accounts, with the count. - **"IA própria" (Own AI)**: Filters accounts that use the customer's own AI. - **"Nossa IA" (Our AI)**: Filters accounts that use the platform's AI. - **"Margem própria" (Own margin)**: Filters accounts with "Nossa IA" (Our AI) that have their own margin. - **"Com itens acima" (With items above)**: Filters accounts with items above the account's margin. - **"Ajustar" (Adjust)**: Opens the account's side panel (only accounts with "Nossa IA" (Our AI)). - **"Adicionar cliente" (Add customer)**: With an empty portfolio, opens the page to create an account. Also appears: - Column with how much stays with you on each example top-up. - A new account starts with "Nossa IA" (Our AI) and the default margin. - On phones, the table becomes one card per account. ##### Account panel Side drawer with the agreement, this account's margin with a table preview, and the history. Esc closes it and focus returns to "Ajustar" (Adjust). Fields and filters: - **"Margem desta conta (%)" (This account's margin (%))**: The percentage of the own margin, when chosen. - **"Margem do item" (Item margin)**: With the signed addendum, an item's margin only for this account, always equal to or higher than the account margin. Left empty, the item inherits the account margin; once you type a value, it becomes an item with its own margin, with "Voltar ao padrão" (Reset to default). Buttons and actions: - **"Alterar preço" (Change price)**: Opens the slider to change this account's subscription and your share. - **"Usar a margem padrão (‹n›%)" (Use the default margin (‹n›%))**: The account follows the portfolio default and changes along with it whenever it changes. - **"Margem própria" (Own margin)**: The margin stays fixed on this account even when the default changes; the percentage field appears and receives focus. - **"Ver a tabela inteira (‹n› itens)" (View the full table (‹n› items))**: Shows all the items in the account's table. - **"Mostrar só os principais" (Show only the main ones)**: Goes back to showing only the main items. - **"Revisar e salvar" (Review and save)**: Opens the confirmation; it is only enabled when something has changed. - **"Descartar" (Discard)**: Goes back to the saved choice and percentage. Also appears: - The agreement: "Cliente paga" (Customer pays) and "Você recebe por mês" (You receive per month), with the percentage. - "Prévia" (Preview) "Como fica a tabela desta conta" (How this account's table looks), with today's price struck through and the new one, and how much you keep per item. - A badge showing how many of the account's items have their own margin, and the panel "Como você recebe o extra dos itens" (How you receive the extra from items), when some item goes above the account margin. - An item that the account's new margin has surpassed: the row shows "era X% · passa a seguir a margem da conta" (was X% · now follows the account margin). - A notice for when the customer's balance was paid at a higher margin: it keeps being spent at that price until it runs out. - Margin history: each change, when it happened and by whom (by you, automatic, or by support), with the latest highlighted. An item's margin change appears as "Margem do item ‹item›: de X% para Y%" (Item margin ‹item›: from X% to Y%), or as it now following the account margin or the default. ##### Change the margin of ‹conta›? Confirmation with the before and after of the main items and of your share on a top-up, when applicable, the balance, and the subscription, which does not change. When items with their own margin change, the "Itens com margem própria" (Items with own margin) list shows each item, before and after. Fields and filters: - **"Avisar o cliente por e-mail" (Notify the customer by email)**: Only when the price the customer pays goes down; when it goes up, the notice is always sent. Buttons and actions: - **"Agora não" (Not now)**: Closes without saving. - **"Salvar margem de ‹n›%" (Save ‹n›% margin)**: Saves the account's own margin. - **"Voltar para ‹n›%" (Revert to ‹n›%)**: Removes the own margin and the account goes back to following the default. ##### "Mensalidade" (Subscription) The price for new customers with "Nossa IA" (Our AI): the subscription and the share for whoever creates the account on their own through your address, and the starting point when adding a customer in "Carteira" (Client portfolio). Existing accounts do not change. Fields and filters: - **"O cliente paga por mês" (Customer pays per month)**: The subscription for customers who arrive on their own. - **"Você recebe por mês" (You receive per month)**: Your share within the same charge. Buttons and actions: - **"Mudar em Sua marca" (Change in Your brand)**: Takes you to "Sua marca" (Your brand) to open or close sign-up through your address. - **"Máximo" (Maximum)**: Sets your share to the maximum the price supports. - **"Salvar este preço" (Save this price)**: Saves the price for new customers; it appears when there is a valid change. - **"Descartar" (Discard)**: Goes back to the saved price. Also appears: - A notice that the new account with "Nossa IA" (Our AI) follows the current model: a subscription with AI credits included. - Sign-up status through your address: open or closed. - The account you sell is a subscription plus top-ups; your share of each top-up lands in your account instantly. ##### Screen states - Loading: The three earnings cards appear with readable labels and the rest as a skeleton; the account panel and the "Mensalidade" (Subscription) tab have their own skeleton. - Nothing here yet: On the "Por conta" (Per account) tab, an empty portfolio shows "Sua carteira ainda está vazia" (Your portfolio is still empty) with "Adicionar cliente" (Add customer); a filter with no results shows "Nenhuma conta neste filtro" (No accounts in this filter). - If something goes wrong: "Não conseguimos abrir os seus preços e margens" (We could not open your prices and margins): the screen assures you that nothing changed in the portfolio's prices and offers "Tentar de novo" (Try again). Errors when saving appear inside the confirmation, with the reason, and the button becomes "Tentar de novo" (Try again). - Default margin set to zero with "Nossa IA" (Our AI) accounts: A warning banner at the top with shortcuts to simulate or view the default margin. - Feature not enabled for the reseller: The address takes you to "Carteira" (Client portfolio). ### Step by step #### How to simulate and set the default margin on usage 1. Open **"Preços e margens" (Prices & margins)** and stay on the **"Margem sobre o uso" (Margin on usage)** tab. 2. Drag **"Margem simulada" (Simulated margin)** and compare the message price and your share on top-ups. 3. Click **"Usar ‹n›% como margem padrão" (Use ‹n›% as default margin)** to carry the value to the **"Margem padrão (%)" (Default margin (%))** field. 4. Click **"Gravar margem padrão" (Save default margin)**, review who will start using the new margin, and confirm. #### How to give a specific customer a different margin 1. On the **"Por conta" (Per account)** tab, click **Ajustar** on the account's row. 2. In the panel, choose **"Margem própria" (Own margin)** and type the percentage in **"Margem desta conta (%)" (This account's margin (%))**. 3. Check the table preview and click **"Revisar e salvar" (Review and save)**. 4. In the confirmation, decide whether to notify the customer by email (when the price goes down) and click **"Salvar margem de ‹n›%" (Save ‹n›% margin)**. #### How to return an account to the default margin 1. Open the account from the **"Por conta" (Per account)** tab with **Ajustar**. 2. Choose **"Usar a margem padrão" (Use the default margin)** and click **"Revisar e salvar" (Review and save)**. 3. Confirm with **"Voltar para ‹n›%" (Revert to ‹n›%)**. #### How to change the price for new customers 1. Open the **"Mensalidade" (Subscription)** tab. 2. Adjust **"O cliente paga por mês" (Customer pays per month)** and **"Você recebe por mês" (You receive per month)** on the slider. 3. Click **"Salvar este preço" (Save this price)**. Existing accounts do not change. #### How to see an account's margin change history 1. On the **"Por conta" (Per account)** tab, click **Ajustar** on the account. 2. Scroll the panel down to **"Histórico da margem" (Margin history)**: each change appears with its date and author. ### Frequently asked questions #### Does changing the margin alter the balance the customer already has? No. The balance the customer has already paid stays there. When the margin goes down, the balance paid at the previous margin keeps being spent at that price, and the new price applies from the next top-up. #### Is the customer notified when the price changes? When any price goes up, the customer always receives an email with your brand before the new price takes effect. When it goes down, the notice is optional and you choose it in the confirmation. #### Does the margin on usage apply to accounts with their own AI? No. Accounts with their own AI pay the AI directly to their provider, so there is no platform usage to put a margin on; for them, your earnings come from the subscription. #### Does changing the margin change the customer's subscription? No. The subscription is each account's own agreement, separate from this; to change it, use "Alterar preço" (Change price) in the account panel or on the "Carteira" (Client portfolio) record. #### Why is the per-item margin locked? The per-item margin and the payment of the extra take effect after the addendum to the reseller contract is signed and registered by the platform. Until then, there is a single margin per account; the "Ver o aditivo" (View the addendum) button shows the clause. #### How and when do I receive the extra from the per-item margin? The top-up is still split instantly by the account's margin. What items with their own margin charge above that is calculated from the month's actual usage and paid by the 10th of the following month, to your receiving account; the statement is under "Repasses" (Payouts). Below the minimum payout amount in a month, the value accumulates and goes out together the next month; refunds are removed from the calculation. #### Does the customer see my margin? No. They only see the final price of each item in their own panel, with your brand. #### When does the new default margin take effect? Increases apply to usage from now on; decreases apply from each account's next top-up. How people search: reseller margin; margin on usage; price per message for the customer; margin per account white label; how much do I earn on top-ups; simulate reseller margin; price for new customers; per-item margin addendum; margin history; per-item margin extra; per-item margin; reseller price table. ## Reseller modules: how to offer and enable paid modules for your customers URL: https://attendto.com.br/en/manual/revenda-modulos Menu: Reseller portal > "Módulos" (Modules) "Módulos" (Modules) is the reseller portal screen where the reseller sees the catalog of paid modules and, account by account or for the whole portfolio, offers the module to the customer by email or enables it right away, charging the fee to the customer's balance. ### Who can use it - Owner: The portal has a single login, the reseller's. Whoever signs in offers, enables, and disables modules on any account in the portfolio. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The customer account's Owner sees the offered module under "Configurações" (Settings), with your brand, and can activate it there. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Módulos" (Modules) The "Módulos" (Modules) screen is for choosing a module from the catalog and deciding, account by account or in bulk, who receives the offer by email and on whom it is enabled right away. Address in the dashboard: `/revenda/modulos` ![Screenshot of the "Módulos" (Modules) screen, with names and values blurred. The "Módulos" (Modules) screen is for choosing a module from the catalog and deciding, account by account or in bulk, who receives the offer by email and on whom it is enabled right away.](https://attendto.com.br/prints-do-manual/revenda-modulos--modulos.png) The "Módulos" (Modules) screen in a demo account, with names and values blurred. ##### Catalog One card per module, with the name, the summary, and the fee per account. The selected one gets the gradient border. Buttons and actions: - **"‹nome do módulo›" (‹module name›)**: Selects the module; the lower part of the screen then shows the accounts for it. - **"Avise-me" (Notify me)**: On a module marked "em breve" (coming soon): notifies you by email when it arrives for your portfolio. Also appears: - Badge showing how many accounts have the module active out of how many there are, or "em breve" (coming soon). ##### Selected module The module's name and summary, the bulk actions, and the fee figures. Buttons and actions: - **"Oferecer a todas" (Offer to all)**: Opens the confirmation to send the email with your fee to every account that does not have the module yet nor received the offer; shows how many. - **"Habilitar para todas" (Enable for all)**: Opens the confirmation to turn the module on for every account with an up-to-date subscription; shows how many. - **"Ajustar margem" (Adjust margin)**: On the margin card: with "Preços e margens" (Prices & margins) available, opens the "Margem sobre o uso" (Margin on usage) tab of that screen; without it, takes you to the "Margem sobre o uso" (Margin on usage) in "Carteira" (Client portfolio). Also appears: - "Sua margem padrão" (Your default margin) (or "Sua margem de uso" (Your usage margin)): the percentage that applies to the module fee, with a notice when it is zero and the fee stays entirely with the platform. With per-item margin, it also shows the module item's own margin ("este item ‹n›%" (this item ‹n›%)) when it exceeds the default. - Activation fee for your customer: charged once. - "Fica com você" (You keep) per activation. - The rule: the customer pays the price list plus margin, from their balance, only once when enabling; your share arrives through the top-up split, under "Repasses" (Payouts). You never pay in advance. ##### Last batch Summary of the last bulk action: how many accounts were included and which were left out, each with the reason. Buttons and actions: - **"Fechar" (Close)**: Hides the summary. ##### Portfolio accounts Table (on phones, one card per account) with the status of the selected module on each account. Fields and filters: - **"Conta" (Account)**: Account name; the demo appears as your showcase, with no charges. - **"Margem" (Margin)**: With "Preços e margens" (Prices & margins) available: the account's margin badge, which takes you to it in "Preços e margens" (Prices & margins). When the account follows the default and the default price list gives the module an item margin above the account's margin, this also appears: "este item: ‹n›%" (this item: ‹n›%). - **"‹nome do módulo›" (‹module name›)**: The status: "ativo" (active), "desligado" (off) (activation already paid), "exige assinatura em dia" (requires an up-to-date subscription), offered on a date, or "não oferecido" (not offered). - **"Taxa do cliente" (Customer fee)**: The fee the customer pays, or has already paid when the activation was paid. - **"Fica com você" (You keep)**: With "Preços e margens" (Prices & margins) available: your share of this account's activation. Buttons and actions: - **"Oferecer" (Offer)**: Sends an email to the account Owner with your fee; they activate it whenever they want. - **"Oferecer de novo" (Offer again)**: Resends the offer email. - **"Módulo na conta ‹conta›" (Module on account ‹account›)**: Switch that turns the module on (charging the fee to the customer's balance, only once) or off on the account. Turning it back on does not charge again. Also appears: - An account with zero margin shows that the fee stays entirely with the platform. ##### What your customer sees and "Oferecer" (Offer) × "Habilitar" (Enable) Two explanatory panels at the bottom of the screen. Also appears: - The customer sees the module under "Configurações" (Settings) → "Módulos" (Modules), with your brand and the fee, offered by you. The platform's name does not appear. - "Oferecer" (Offer) sends the email and the customer decides; "Habilitar" (Enable) turns it on right away and charges their balance. Without a balance, nothing is charged and the module does not turn on. ##### Batch confirmation "Habilitar ‹módulo› para todas" (Enable ‹module› for all) or "Oferecer ‹módulo› a todas" (Offer ‹module› to all): what is going to happen, how many accounts are eligible now and, when enabling, the total fees charged to customers. Buttons and actions: - **"Agora não" (Not now)**: Closes without doing anything. - **"Habilitar em ‹n› contas" (Enable on ‹n› accounts)**: Turns the module on for eligible accounts, each paying from its own balance. - **"Oferecer a ‹n› contas" (Offer to ‹n› accounts)**: Sends the offer email to eligible accounts. Also appears: - List of eligible accounts, with each one's fee when enabling. - Any account that cannot be included (no plan, no balance, already active) is left out and appears later with the reason. ##### Screen states - Loading: Four catalog cards and the table appear as skeletons. - Nothing here yet: With no active accounts: "Nenhuma conta ativa na carteira ainda. Os módulos aparecem aqui conta a conta." (No active accounts in the portfolio yet. Modules appear here account by account.) - If something goes wrong: We could not open the modules: the screen assures that nothing changed in the accounts and offers "Tentar de novo" (Try again). - Account without an up-to-date subscription: The "exige assinatura em dia" (requires an up-to-date subscription) badge appears and the switch is disabled. - Activation already paid and module off: Badge "desligado · habilitação já paga" (off · activation already paid); turning it back on does not charge. ### Step by step #### How to offer a paid module to a customer 1. Open **"Módulos" (Modules)** and click the module's card in the **"Catálogo" (Catalog)**. 2. On the account's row, click **"Oferecer" (Offer)**. 3. The account Owner receives the email with your fee and activates it whenever they want, under "Configurações" (Settings) → "Módulos" (Modules). #### How to enable a module directly on the customer's account 1. Select the module in the **"Catálogo" (Catalog)**. 2. On the account's row, turn on the module's switch. 3. The fee is charged to the customer's balance, only once. Without a balance, nothing is charged and the module does not turn on. #### How to enable a module for the whole portfolio 1. Select the module and click **"Habilitar para todas" (Enable for all)**. 2. Check the eligible accounts and the total fees. 3. Click **"Habilitar em ‹n› contas" (Enable on ‹n› accounts)** and read the summary of the **"Último lote" (Last batch)** to see who was left out and why. #### How to change how much I earn on each module 1. Click **"Ajustar margem" (Adjust margin)** on the margin card. 2. Adjust the "Margem sobre o uso" (Margin on usage): it also applies to the modules' fee. ### Frequently asked questions #### Who pays the module fee? The customer, from their account balance, only once when enabling. You never pay in advance; your share arrives through the top-up split and appears under "Repasses" (Payouts). #### Does turning the module off and back on charge again? No. Once the activation is paid, the account can turn it off and back on with no new charge. #### What is the difference between "Oferecer" (Offer) and "Habilitar" (Enable)? "Oferecer" (Offer) only sends the email with your fee and the customer decides whether to activate. "Habilitar" (Enable) turns the module on right away and charges the fee to their balance. #### Does the customer see the platform's name on the module? No. They see the module under "Configurações" (Settings), with your brand and an indication that it was offered by you. #### Why were some accounts left out of the batch? Accounts without an up-to-date plan, without balance for the fee, or with the module already active are not included. The last batch summary lists each one with the reason. #### Can I enable modules on the demo account? Yes. In the demo the module turns on with no charge, so you can present it in the meeting. How people search: reseller modules; offer module to customer; enable module for all customers; module activation fee; how much do I earn per module; white label add-on; sell paid module; enable module in bulk. ## Reseller payouts: receiving account and statement of what has already arrived URL: https://attendto.com.br/en/manual/revenda-repasses Menu: Reseller portal > "Repasses" (Payouts) Repasses (Payouts) is the reseller portal screen that shows where their share of each customer payment goes (the receiving account) and the statement of each split: what has arrived, what is on the way, and what did not happen. ### Who can use it - Owner: The portal has a single access, the reseller's. Whoever signs in enters or changes the receiving account and sees the full statement. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The end customer never sees the reseller's share. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Repasses" (Payouts) The "Repasses" (Payouts) screen is for entering the account that receives your share and checking, payment by payment, how much the customer paid, how much you kept, and the status of each payout. Address in the dashboard: `/revenda/repasses` ![Screenshot of the "Repasses" (Payouts) screen, with names and values blurred. The "Repasses" (Payouts) screen is for entering the account that receives your share and checking, payment by payment, how much the customer paid, how much you kept, and the status of each payout.](https://attendto.com.br/prints-do-manual/revenda-repasses--repasses.png) The "Repasses" (Payouts) screen in a demo account, with names and values blurred. How to get there: Through the menu, through the "Ver os repasses" (View payouts) button on "Visão geral" (Overview), and through the "Conta de recebimento" (Receiving account) step of the welcome flow. ##### "Sua conta de recebimento" (Your receiving account) Where your share goes, at the same moment the customer pays. The panel asks only for the account identifier, never its password or access key. Buttons and actions: - **"Informar a conta" (Enter the account)**: Opens the dialog to enter the receiving account for the first time. - **"Trocar" (Change)**: Opens the dialog to change the current receiving account. Also appears: - A status badge, with an explanation on hover: "Não informada" (Not entered), "Aguardando a primeira cobrança" (Waiting for the first charge), or "Confirmada" (Confirmed). - The saved identifier and the date on which a real charge confirmed it. - With no account entered: a notice that your customers cannot pay, because the charge is not created without a destination for your share. - After a change: a notice of how many already-sold accounts keep sending money to the previous account. The change applies to future sales. ##### Enter or change the receiving account A dialog with double confirmation: the identifier is typed twice, because the money goes every month to the number typed and there is no way to check whose account it is. Fields and filters: - **"Identificador da conta" (Account identifier)** (required): Copied from your payment provider's panel: 36 characters in the 8-4-4-4-12 format, with no spaces. If the format is wrong, the field warns you right away. - **"Digite de novo para confirmar" (Type again to confirm)** (required): The same identifier; if the two are different, the field warns you that they do not match. Buttons and actions: - **"Voltar" (Back)**: Closes without saving. - **"Guardar a conta" (Save the account)**: Saves the account entered for the first time. - **"Trocar a conta" (Change the account)**: Saves the new account; it is only enabled when both fields match and differ from the current account. Also appears: - When changing with already-sold accounts, the dialog warns that they keep using the previous account. ##### Money summary Three numbers for what has already been split. Fields and filters: - **"Já na sua conta" (Already in your account)**: Available money, already settled. - **"A caminho" (On the way)**: Paid by the customer and within the payment method's release period; it also says how much depends on charges not yet paid. - **"Não aconteceu" (Did not happen)**: Splits undone by refund, cancellation, or block; the reasons are in the statement. ##### Entries Each payment split, with the total number of entries and pagination. Fields and filters: - **"Cliente" (Customer)**: The account that paid, whether it was a "Mensalidade" (Subscription) or a "Recarga" (Top-up) and, when applicable, the reason the split did not happen. - **"Quando" (When)**: The entry date. - **"Situação" (Status)**: "Aguardando o pagamento" (Awaiting payment), "A caminho" (On the way), "Na sua conta" (In your account), "Não aconteceu" (Did not happen), "Recusado" (Rejected), or "Bloqueado" (Blocked); on hover, what that means for your pocket. - **"Cliente pagou" (Customer paid)**: The amount charged to the customer. - **"Sua parte" (Your share)**: What is yours in that charge; it appears struck through when the money did not come. Buttons and actions: - **"Anterior" (Previous)**: Goes back one page of the statement. - **"Próxima" (Next)**: Moves forward one page of the statement. Also appears: - On mobile, each entry becomes a card with "Sua parte" (Your share) highlighted. - "Bloqueado" (Blocked) indicates an amount mismatch: there are two business days to fix it; after that, the payout is canceled. ##### Extra from per-item margin What items with a margin above the account margin charged extra. The top-up is split instantly by the account margin; this extra is calculated from actual usage and paid at month close, to your receiving account. It only appears with "Preços e margens" (Prices & margins) enabled. Fields and filters: - **"Apurado em ‹mês› (até hoje)" (Calculated in ‹month› (to date))**: The month's extra so far, partial: it is recalculated with each use and the month closes on the date shown. It adds the amount accumulated from previous months, when there is any. - **"Pagamento previsto" (Expected payment)**: Up to the payment date (the 10th of the following month), with the amount and the transfer to your receiving account; or accumulating, while the total does not exceed the minimum amount; or closing, when the previous month is still being closed. - **"Itens com margem própria em uso" (Items with own margin in use)**: How many items with a margin above the account's had usage, and in how many accounts. - **"Por item" (Per item)**: Each item with the month's usage and the extra it generated, with the account count. - **"Por conta" (Per account)**: Each account with its margin, the items above the account's, and the extra they generate; closed accounts stay listed, marked. - **"Meses fechados" (Closed months)**: Each month already closed: how the total was formed (the month's own, plus the accumulated amount or minus refunds), the total, and the status "Acumulando" (Accumulating), "A pagar" (To be paid, until the date), or "Pago" (Paid, on ‹date›). A month that stayed accumulated and has already gone out with the next payout shows "Incluído no repasse de ‹mês›" (Included in the payout of ‹month›). Buttons and actions: - **"Ver o aditivo" (View the addendum)**: Before the addendum is signed, opens the addendum clause that enables payment of the extra. - **"Ajustar em Preços e margens" (Adjust in Prices & margins)**: When no item has its own margin, takes you to the "Margem sobre o uso" (Margin on usage) tab. - **"Tentar de novo" (Try again)**: On a loading error, opens the extra again; nothing changed in your money. Also appears: - A "calculating" badge while there is an extra in the month. - A "Acumulado" (Accumulated) notice when a month stayed below the minimum amount and carried over to the next, and a "Fechando ‹mês›" (Closing ‹month›) notice while the final amount is being released. - Refunds and returned top-ups are removed from the calculation. The end customer sees only the final price of each item. - Before the addendum, the section shows "Disponível após a assinatura do aditivo ao contrato" (Available after the contract addendum is signed); your whole share arrives in the top-up split, instantly. ##### Screen states - Loading: The labels of the three numbers stay readable and only the values become a skeleton; the account card and the statement also appear as a skeleton. - Nothing here yet: Nothing has arrived yet: with no account entered, it asks you to enter one above; with one, it explains that your share appears at the same moment the first subscription is paid. - If something goes wrong: "Não conseguimos abrir os seus repasses" (We could not open your payouts): the screen assures you that nothing changed in your money or in the receiving account and offers "Tentar de novo" (Try again). - Receiving account not entered: A "Não informada" (Not entered) badge and a notice that customers cannot pay. - Account entered with no charge yet: A "Aguardando a primeira cobrança" (Waiting for the first charge) badge: the first sale confirms the number. ### Step by step #### How to enter the account that receives the reseller share 1. Open **"Repasses" (Payouts)** in the portal menu. 2. Under **"Sua conta de recebimento" (Your receiving account)**, click **"Informar a conta" (Enter the account)**. 3. Paste the account identifier into **"Identificador da conta" (Account identifier)** and repeat it in **"Digite de novo para confirmar" (Type again to confirm)**. 4. Click **"Guardar a conta" (Save the account)**. The first paid charge confirms the number. #### How to change the receiving account 1. Under **"Sua conta de recebimento" (Your receiving account)**, click **"Trocar" (Change)**. 2. Type the new identifier twice and click **"Trocar a conta" (Change the account)**. 3. Already-sold accounts keep sending your share to the previous account; the change applies to future sales. #### How to know how much extra I will receive from the per-item margin 1. Open **"Repasses" (Payouts)** and go to **"Extra de margem por item" (Extra from per-item margin)**. 2. Check **"Apurado" (Calculated)** for the month and **"Pagamento previsto" (Expected payment)**: the date (by the 10th of the following month) or the accumulated amount, when the total has not yet passed the minimum amount. 3. Under **"Meses fechados" (Closed months)**, check each month's total and status (**"Acumulando" (Accumulating)**, **"A pagar" (To be paid)**, **"Pago" (Paid)**, or **"Incluído no repasse de" (Included in the payout of)** another month). #### How to find out why a payout did not arrive 1. Under **"Lançamentos" (Entries)**, find the entry with the status **"Não aconteceu" (Did not happen)**, **"Recusado" (Rejected)**, or **"Bloqueado" (Blocked)**. 2. Read the reason below the customer's name and hover over the badge to see what the status means. #### How to see how much has already arrived in my account 1. Open **"Repasses" (Payouts)** and read **"Já na sua conta" (Already in your account)**. 2. Under **"A caminho" (On the way)**, see what the customer has already paid and is still within the release period. ### Frequently asked questions #### Do I have to wait until the end of the month or send an invoice to get paid? No. Your share of the subscription and of the top-up goes out at the same instant the customer pays, within the charge itself, with no invoice to send before receiving. The exception is the extra from the per-item margin: it is calculated over the month and paid by the 10th of the following month. #### Why does the money show as "A caminho" (On the way) and not in my account? The customer has already paid and your share is reserved, but it arrives within the payment method's release period; for cards, about 30 days. #### What happens if I do not enter the receiving account? Your customers cannot pay: the charge is not created when there is nowhere to send your share. #### Does the panel ask for my payment account password? No. Only the account identifier, which is used just to send money; with it, nothing can be read and nothing can be charged. #### I typed the wrong identifier. Does the money disappear? The money goes to the number typed, and there is no way to check whose account it is. That is why the dialog asks for the identifier twice and checks the format; if there is a mistake, change the account as soon as possible. #### Do customers' top-ups also generate a payout? Yes. The statement shows whether each entry came from a "Mensalidade" (Subscription) or a "Recarga" (Top-up). How people search: reseller payout; reseller receiving account; when do I get my share; payout statement; payment split reseller; payout did not arrive; change receiving account; money on the way. ## Reseller demo account: present the platform with your brand URL: https://attendto.com.br/en/manual/revenda-demonstracao Menu: Reseller portal > "Demonstração" (Demo) "Demonstração" (Demo) is the reseller portal screen where the reseller creates, opens, recreates, or deletes a showcase account with a fictional company and their own brand, to present the product in meetings without exposing any customer. ### Who can use it - Owner: The portal has a single login, the reseller's. Whoever signs in creates, opens, recreates, and deletes the demo account. - Admin: Not applicable: the team roles of a customer account do not exist in the portal. The portfolio's customers neither see nor are affected by the demo. - Agent: An agent from a customer account cannot access the reseller portal. ### Screens #### "Demonstração" (Demo) The "Demonstração" (Demo) screen is for maintaining a separate, fictional account with your brand, ready to open in the meeting: nothing is charged, nothing is sent, and no customer appears. Address in the dashboard: `/revenda/demonstracao` ![Screenshot of the "Demonstração" (Demo) screen, with names and values blurred. The "Demonstração" (Demo) screen is for maintaining a separate, fictional account with your brand, ready to open in the meeting: nothing is charged, nothing is sent, and no customer appears.](https://attendto.com.br/prints-do-manual/revenda-demonstracao--demonstracao.png) The "Demonstração" (Demo) screen in a demo account, with names and values blurred. How to get there: Through the menu and the "Demonstração pronta" (Demo ready) shortcut (or "Monte a sua demonstração" (Build your demo)) in the footer of "Visão geral" (Overview). ##### Demo account The card that does everything. Without a demo, it explains what it is and offers to create one; with one, it shows the name, the preparation date, and the actions. Fields and filters: - **"Nome da conta (o que a plateia vê no painel)" (Account name (what the audience sees on the dashboard))**: The name at the top of the demo's dashboard. It comes suggested with your brand name and can be changed before creating. Buttons and actions: - **"Criar conta de demonstração" (Create demo account)**: Prepares the account with the full fictional operation (leads, conversations, and pipeline) and your brand; takes a few seconds. - **"Entrar na demonstração" (Enter the demo)**: Opens the demo dashboard already with your brand, ready to present. - **"Recriar" (Recreate)**: Asks for confirmation to return the demo to the original scenario. - **"Excluir" (Delete)**: Asks for confirmation to delete the demo. Also appears: - The demo stays outside the portfolio and the payouts; nothing is charged and no message is actually sent. - Inside the dashboard nothing tells the audience it is a demo; the notice appears only in the portal. ##### Recreate the demo? Confirmation: everything that was changed returns to the original scenario and dates start counting from today, so you arrive at the meeting with a fresh operation. No customer account is touched. Buttons and actions: - **"Voltar" (Back)**: Closes without recreating. - **"Recriar demonstração" (Recreate demo)**: Recreates the account; progress appears on the card's button and the result in a notice. ##### Delete the demo account? Confirmation: the demo disappears entirely (fictional leads, conversations, and pipeline). No customer account is touched and you can create another later. Buttons and actions: - **"Voltar" (Back)**: Closes without deleting. - **"Excluir demonstração" (Delete demo)**: Deletes the demo account. ##### Screen states - Loading: The card's description line appears as a skeleton while the dashboard checks whether a demo already exists. - Nothing here yet: Without a demo, the card explains what it is and shows the name field with "Criar conta de demonstração" (Create demo account). - If something goes wrong: If it is not possible to check whether one already exists, the card says so with the "Tentar de novo" (Try again) button; failures when opening, recreating, or deleting appear in a notice. - Creating, recreating, or deleting: The button shows "Preparando a demonstração…" (Preparing the demo…), "Recriando…" (Recreating…), or "Excluindo…" (Deleting…) and the other actions are blocked. ### Step by step #### How to create a demo account with my brand 1. Open **"Demonstração" (Demo)** in the portal menu. 2. Check or change the name in **"Nome da conta (o que a plateia vê no painel)" (Account name (what the audience sees on the dashboard))**. 3. Click **"Criar conta de demonstração" (Create demo account)** and wait a few seconds. #### How to present the platform to a customer in a meeting 1. In **"Demonstração" (Demo)**, click **"Entrar na demonstração" (Enter the demo)**. 2. The dashboard opens with your brand and the fictional operation; present freely, nothing is charged or sent. #### How to reset the demo before the meeting 1. Click **"Recriar" (Recreate)** on the demo card. 2. Confirm in **"Recriar demonstração" (Recreate demo)**: the scenario returns to the original, with dates starting from today. #### How to delete the demo account 1. Click **"Excluir" (Delete)** on the card. 2. Confirm in **"Excluir demonstração" (Delete demo)**. You can create another whenever you want. ### Frequently asked questions #### Is the demo charged or does it count toward my revenue? No. It stays outside the portfolio and the payouts, and nothing in it is charged. #### Do messages sent in the demo reach anyone? No. No message is actually sent; the whole operation is fictional. #### Does the audience notice it is a demo account? Nothing inside the dashboard gives the showcase away: it appears with your brand and the name you chose. The notice that it is a demo appears only in the portal. #### I changed things in the demo during the meeting. How do I undo them? Use "Recriar" (Recreate): everything returns to the original scenario, with dates counting from today. #### Can I have more than one demo? No. The reseller account has one demo account; for another version, recreate it or delete it and create it again. How people search: reseller demo account; demo with my brand; present the platform in a meeting; white label showcase account; recreate demo; demo without exposing customers.