Dashboard manual · AUTOMAÇÕES

Platform agents: the agents behind every conversation, what can be turned on and off, and the lead's privacy

The Platform agents screen lets you see what each internal agent does in the conversation, turn on or off what is already an account option, and choose the privacy notice for the first contact.

When it appears: It appears when AI agents are enabled for the account; until then, the screen does not exist.

Who can use it

Role	What you see and do
Owner	Sees the list, uses every switch and chooses the privacy notice.
Admin	Sees the list and turns audio transcription in human service on or off.
Agent	Sees the list without changing anything.

Screens

Platform agents

Shows the agents of the main team and of service support, with the moment they step in, the AI they use and this month's usage.

Address in the dashboard: /app/automacoes/plataforma

How to get there: In the menu, under Automations › Platform agents.

Search and filters

To find an agent.

Fields and filters

Search by name or by what it does: Filters by the agent's name or by what it does.

Buttons and actions

Every message: Shows only the agents that step in on every message.
Only at certain moments: Shows only those that step in for a situation, such as an image or the handoff.
Behind the scenes: Shows only those that work outside the conversation.
Can be turned off: Shows only those with a switch on a source screen.

Agent card

What the agent does, when it steps in, the switch and the AI it uses.

Buttons and actions

Change in Model for each task: With Your AI on Enterprise, opens the model choice for that agent's task.
"Configurar" (Configure): Opens the screen where each cadence or Instagram account is turned on.

The switch is the same as on the source screen: changing it here changes it there.
Always on: part of the service. This agent cannot be turned off.

Privacy

The first-contact notice and the opt-out request.

Fields and filters

Your text: The notice sent before the first reply, in the account's language.

Buttons and actions

Standard notice: Uses the platform's notice.
My text: Uses the notice you write.
"Desligado" (Off): The lead receives no notice; the opt-out request still applies.
Save the text: Saves your notice.

In Brazil and the European Union the notice is always on; the choice only appears in other countries.

Screen states

Loading: The cards show in gray while the list loads.
Nothing here yet: No agent matches this search, with a button to clear the search.
If something goes wrong: The platform agents could not be loaded, with a button to try again.

Step by step

How to turn off the Humanizer

Open Automations › Platform agents.
Click Can be turned off.
On the Humanizer card, click the switch.

How to write the privacy notice outside Brazil

On the privacy card, click My text.
Write the notice.
Click Save the text.

Frequently asked questions

Can I change the instructions of a platform agent?

No. The screen is view-only; the instructions you change live in your own agents.

Can the opt-out request be turned off?

No. In every country, when the lead asks to stop, the AI stops right away and records the request.

Help center guide

Platform agents

See the agents that work behind every conversation, when each one steps in, which model it uses and what can be turned on and off. Includes the first-contact privacy notice.

In Automations › Platform agents are the agents that work in every conversation: they understand what the lead wants, score the qualification, write the reply, check the knowledge base and hand the conversation to the team. Your agents rely on them. The screen is view-only: their instructions do not change.

How to read the list

Main team: The agents that decide and write the conversation.
Service support: Rules, checks and tools that accompany the main team.
Every message: Steps in on every message from the lead.
Only at certain moments: Steps in for a situation: an image, an audio, the handoff, the negotiation.
Behind the scenes: Works outside the conversation, when you ask or once a day.

Use the search to find an agent by name or by what it does, and the filters to see only those of each moment or only those that can be turned off. The bottom of each card shows which AI the agent uses and how many times it worked this month.

What can be turned on and off

Only what is already an account option on another screen is turned on and off here, and the switch is the same one: Humanizer and Image reader (Settings › AI & persona, by the owner), Audio transcription in human service (Settings › Service, owner or administrator) and Closer (Revenue module, by the owner). Follow-up and Comment replies show whether they are on and take you to the screen where each cadence or Instagram account is set up.

Turns on with the module: the agent comes with the module and has no switch of its own.
Always on: part of the service: the agent cannot be turned off, because the conversation depends on it.

Which AI each agent uses

With the platform AI, the agents use the model included in your plan. With Your AI on Enterprise, each card shows the model you chose in Model for each task, and the link Change in Model for each task takes you there. With Your AI, the cost is billed by your AI provider and the screen shows only the count and the tokens. Rule-based agents use no model at all.

The lead's privacy

The privacy card handles two parts. Its name follows the account's country.

Account country	First-contact notice
Brazil	Always on, with the LGPD text
European Union	Always on, in the lead's language
Other countries	You choose: Standard notice, My text or Off

Choose the notice: Outside Brazil and the European Union, click Standard notice, My text or Off. Standard notice and Off apply right away.
Write your text: In My text, write the notice and click Save the text. It is sent before the first reply, in the account's language.