Dashboard manual · Operations

CRM & Graph: leads list by temperature, company graph and lead record with BANT and journey

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

Role	What you see and do
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. — 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.

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.

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.

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.

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.

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/‹…›

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.

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.

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.

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).

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.

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.

"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.

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.

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

Open CRM & Graph in the menu.
Type part of the name or phone in the "Buscar por nome ou telefone" (Search by name or phone) field.
If you wish, narrow it down with a temperature filter ("Quente" (Hot), "Morno" (Warm) or "Frio" (Cold)).
Click the lead's row to open the record.

How to add a lead by hand in the CRM

In CRM & Graph, click "Novo lead" (New lead).
Fill in "Nome" (Name) and "Telefone" (Phone); company, CNPJ, email and tags are optional.
Click "Criar contato" (Create contact). The new lead's record opens next.

How to find out who belongs to the same company

In CRM & Graph, look at the "RELACIONAMENTOS" (RELATIONSHIPS) card next to the list.
Each rectangle is a company; the dots around it are its people, colored by temperature.
Click a dot to open that person's record.

How to turn on automatic re-engagement of stalled leads

Sign in as the account Owner and open CRM & Graph.
In the "Reengajamento automático" (Automatic re-engagement) card, adjust the number of days for the stalled-lead rule.
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

Open the lead's record.
Click "Registrar opt-out" (Record opt-out).
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)

Sign in as the account Owner and open the lead's record.
Click "Exportar dados" (Export data) and keep the file, in case you need the history later.
Click "Anonimizar (LGPD)" (Anonymize (LGPD)), read the notice that the action is irreversible and click "Confirmar" (Confirm).

How to correct a lead's audience

On the record, in the "Qualificação" (Qualification) card, click "Trocar o público deste lead" (Change this lead's audience).
Choose the right audience in the selector.
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.

Help center 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) 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).

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.

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.
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.
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.
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.
"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.
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).
Different spellings become different companies. Merging Padaria Bom Trigo and Padaria Bom Trigo Centro is the job of the 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 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.

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).
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.
"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.
"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.
"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.
"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).

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).

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 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](ajuda: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.

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.

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).

In the dashboard: "Abrir o CRM & Graph" (Open CRM & Graph)