Inbox: how to handle, take over, and transfer WhatsApp conversations with AI

Collapsed menu

In Inbox the side menu becomes a column of icons so the conversation gets more width.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

• 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.

• 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).

• 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.

• 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.

• 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.

• 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.

• "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.

• 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).

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• "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.