Dashboard manual · Intelligence

"Monitor de sucesso" (Success monitor): RFV customer analysis, order import and reactivation agents

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

Role	What you see and do
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. — 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.

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.

"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.

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.

"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.

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.

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.

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.

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).

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.

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

Make sure the customers already exist as contacts, with the same phone number or email as in the spreadsheet.
In the "Monitor de sucesso" (Success monitor), click "Importar pedidos" (Import orders).
If needed, click "Baixar modelo de CSV" (Download CSV template) and fill it in.
Drag the file to "Arraste o CSV ou clique para escolher" (Drag the CSV or click to choose).
Check "Importados" (Imported), "Atualizados" (Updated) and the skipped rows, and click "Concluir" (Finish).

How to create a reactivation agent for a customer group

In the "GRUPOS" (GROUPS) list, click "Criar agente" (Create agent) on the group's row.
Choose the goal, for example "Reativação" (Reactivation); the AI rewrites the approach.
Read the strategy, the first message and the safeguards.
Click "Salvar e ativar agente" (Save and activate agent) (Owner only).

How to send the specialist agent to a group

In "AGENTES ESPECIALISTAS" (SPECIALIST AGENTS), check that the agent is "Ativo" (Active).
Click "Disparar" (Send): the message really goes out and debits the balance.
Read the notice with the result and follow the replies in the Inbox.

How to pause a specialist agent

In "AGENTES ESPECIALISTAS" (SPECIALIST AGENTS), find the agent's row.
Click the pause button (tooltip "Pausar" (Pause)); the badge changes to "Pausado" (Paused) and "Disparar" (Send) is dimmed.
To go back, click the same button, now with the tooltip "Ativar" (Activate).

How to export the RFV groups to a spreadsheet

Choose the sales period in the header.
Click "Baixar relatório" (Download report).
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.

Help center 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.

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.

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.
"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.
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.
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.
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.
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.

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

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 and only then come back here.
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.
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.
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.
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.

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).

When the numbers don't add up

I imported and it is still at zero: the contacts did not exist. Upload the Contact base 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.

In the dashboard: "Abrir o Monitor de sucesso" (Open Success monitor)