Dashboard manual · Operations

"Painel" (Dashboard): a real-time overview of AI customer service on WhatsApp

The "Painel" (Dashboard) is the first screen of the panel: it shows, live, how many leads the account has, how many have qualified, how long the AI takes to reply and how many conversations are waiting for a person right now.

Who can use it

Role	What you see and do
Owner	Sees the entire screen, including the account activation notices and the notice to replace the spreadsheet with sync.
Admin	Sees the entire screen, including the notice to replace the spreadsheet with sync.
Agent	Sees the numbers, the pipeline, the appointments, the BANT distribution, the live block, the leads and the persona under test. Does not see the spreadsheet notice, which is for whoever administers the account.

Screens

"Painel" (Dashboard)

The "Painel" (Dashboard) screen is for deciding, in seconds, where to focus attention now: on the queue of those waiting for a human, on the qualification script, or nowhere.

Address in the dashboard: /app

Screenshot of the "Painel" (Dashboard) screen. The "Painel" (Dashboard) screen is for deciding, in seconds, where to focus attention now: on the queue of those waiting for a human, on the qualification script, or nowhere. — The "Painel" (Dashboard) screen in the demo account, with sample data and blurred values.

How to get there: It is the screen that opens when you enter the panel and the first item in the menu, under "OPERAÇÃO" (OPERATIONS). The subtitle at the top says "Visão geral da operação" (Operations overview).

Top notices

Strips that only appear when there is something to do on the account; with nothing pending, the space disappears.

Buttons and actions

"Continuar a ativação" (Continue activation)Owner, Admin: Appears when account activation was left half-done, with the title "Falta pouco para a IA começar a atender" (Almost there for the AI to start answering). It takes you back to the step where you stopped.
"Ver a comparação" (See comparison)Owner, Admin: Appears when a spreadsheet imported into the "Base de conhecimento" (Knowledge base) is more than 15 days old and the "Base avançada" (Advanced base) module is on. Opens the creation of a sync that replaces the spreadsheet.
"Conhecer o módulo" (Explore the module)Owner, Admin: Same notice as the old spreadsheet, when the "Base avançada" (Advanced base) module is not on yet. Opens the module page in the store.

In the first 30 days after activation, the green strip "Conta ativa desde ‹data›" (Account active since ‹date›) confirms that the AI is already serving customers.
The spreadsheet notice states the file name, the import date and that the spreadsheet only goes away when the first sync finishes successfully.

Number cards

Four fixed numbers and an optional fifth, all read-only: clicking them takes you nowhere.

Fields and filters

"Leads no período" (Leads in period): Total leads of the account since the beginning (the line below says "total da sua conta" (total for your account)). It does not reset daily or monthly.
"Taxa de qualificação" (Qualification rate): Hot plus Warm leads divided by the total, as a percentage ("Quentes + Mornos sobre o total" (Hot + Warm over the total)).
"1ª resposta típica" (Typical 1st reply): The median time to the conversation's first reply, with the target written below ("mediana · meta < 30s" (median · target < 30s)). Shows a dash when there is no conversation to measure yet.
"Taxa de handoff" (Handoff rate): The share of conversations that passed to a team member ("conversas com transbordo" (conversations with handoff)).
"Satisfação (CSAT)" (Satisfaction (CSAT)): The average of the ratings from 1 to 5 given by leads and how many ratings exist. It only appears after the first rating.

"FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE)

The "Da conversa ao fechamento" (From conversation to close) card: five bars, each with the number and the percentage of total leads.

"Leads criados" (Leads created): all of the account's leads (the full bar).
"Qualificados (BANT)" (Qualified (BANT)): Hot and Warm leads.
"Quente" (Hot): only leads in the highest score band.
"Em handoff" (In handoff): conversations waiting for a human or with a human agent right now.
"Encerradas" (Closed): closed conversations.
The first three rows count leads; the last two count conversations.

"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS)

The three nearest meetings the AI scheduled. The card disappears when there is no meeting.

Buttons and actions

"Ver agenda →" (View calendar →): Opens the "Agenda" (Calendar) with the whole week.
"‹reunião›" (‹meeting›): Each meeting shows the day, the lead's name and the time with the note "marcada pela IA" (scheduled by the AI). Clicking opens, in the Inbox, the conversation where it was arranged.

"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION)

How the base is divided by the AI's score.

One row for each band — "Quente" (Hot), "Morno" (Warm), "Frio" (Cold) and "Sem score" (No score) —, with the number of leads and the percentage of the total.
It is not clickable: to see the list behind a band, filter in CRM & Graph or in the "Base de contatos" (Contact base).

"AO VIVO AGORA" (LIVE NOW)

The state of this moment, which updates by itself.

Fields and filters

"conversas ativas com a SDR de IA" (active conversations with the AI SDR): The big number: conversations open at this moment.
"aguardando humano" (waiting for a human): Conversations waiting for a team member to take over.
"consumo hoje" (usage today): What came out of the account balance today, counted in the time zone of whoever is looking at the screen.

Buttons and actions

"Abrir inbox →" (Open Inbox →): Opens the Inbox.

"Leads qualificados recentes" (Recent qualified leads)

The four leads with the highest score on the account, with name, company or phone number, source and the band with the score.

Buttons and actions

"Ver todos" (View all): Opens CRM & Graph with the full list of leads.
‹lead›: Each row opens the lead record in CRM & Graph.

"Persona em teste" (Persona under test)

The result of the persona A/B test from the last 30 days, when one is running.

Buttons and actions

"Ver teste →" (View test →): Opens Personas A/B, with the active test or with the path to create variant B.

With an active test: variants A and B, each with its name, conversion rate and a bar. The winner gets a frame and the "vence" (wins) mark when the sample is already large enough.
While the sample is small, the "Coletando dados" (Collecting data) line shows how many leads each variant already has compared with the minimum required.
No test: the sentence "Sem teste A/B ativo — crie uma variante B no editor de personas para começar a comparar." (No active A/B test — create a variant B in the persona editor to start comparing.)

Screen states

Loading: Three gray blocks take the place of the cards until the numbers arrive.
Nothing here yet: An account with no leads shows the cards and the pipeline at zero and, in the leads block, the sentence "Nenhum lead ainda — eles aparecem conforme chegam mensagens." (No leads yet — they appear as messages arrive.)
If something goes wrong: When the numbers do not load, the whole screen is replaced by the notice "Não foi possível carregar o seu painel" (Could not load your dashboard), which explains that the numbers did not reset and offers "Tentar de novo" (Try again).
Only the recent leads list failed: The block shows "Não foi possível carregar os leads recentes" (Could not load recent leads), reminds you that this does not mean nobody arrived, and offers "Tentar de novo" (Try again); the rest of the screen continues as normal.
There is no satisfaction rating yet: The "Satisfação (CSAT)" (Satisfaction (CSAT)) card does not appear; only the four fixed cards remain.
No meeting scheduled: The "PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS) card disappears and the right column starts with "DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION).

Step by step

How to tell whether a lead is waiting for human service right now

Open the "Painel" (Dashboard) in the menu.
On the "AO VIVO AGORA" (LIVE NOW) card, look at the "aguardando humano" (waiting for a human) number.
If it is greater than zero, click "Abrir inbox →" (Open Inbox →) and serve those who are waiting first.

How to see the AI's first reply time

Open the "Painel" (Dashboard).
Read the "1ª resposta típica" (Typical 1st reply) card: it is the median time to the first reply.
Compare it with the target written below the number; if it is above it, review the service hours and the team's capacity at peak times.

How to find out at which stage leads are being lost

In the "FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE), compare the "Leads criados" (Leads created) bar with the "Qualificados (BANT)" (Qualified (BANT)) bar.
A big drop between the two indicates conversations that end before the lead gives a signal: adjust the script in "Qualificação" (Qualification).
Then compare "Qualificados (BANT)" (Qualified (BANT)) with "Quente" (Hot) to see whether the signals are separating those who are ready to buy.

How to open the conversation of a meeting scheduled by the AI

On the "PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS) card, find the meeting by day and lead name.
Click it: the Inbox opens on the conversation where the time was arranged.
For the whole week, use "Ver agenda →" (View calendar →).

How to follow the persona A/B test on the "Painel" (Dashboard)

Scroll to the "Persona em teste" (Persona under test) block.
Compare the conversion rate of variants A and B; while "Coletando dados" (Collecting data) appears, there is no winner yet.
Click "Ver teste →" (View test →) to open Personas A/B and end or adjust the test.

Frequently asked questions

Why don't the "Painel" (Dashboard) cards open the lead list when I click them?

The number cards, the pipeline and the BANT distribution are read-only. To see the people behind a number, use the filters in CRM & Graph or in the "Base de contatos" (Contact base).

Does the "Painel" (Dashboard) need to be reloaded to update?

No. The live block and the numbers change by themselves as conversations progress. If a number seems stuck, it is because nothing changed in that interval.

Does the "Painel" (Dashboard) show results by period, such as week or month?

No. It shows the current state and the account's cumulative total. Comparison between periods is in Analytics.

Why doesn't the satisfaction card appear on my "Painel" (Dashboard)?

It only appears after the first lead gives a rating. As long as the satisfaction question is not turned on in "Configurações" (Settings), there is no rating to show.

Are the recent qualified leads the ones that arrived last?

Not exactly: the list shows the four leads with the highest score on the account. To see them by arrival date, use CRM & Graph or the "Base de contatos" (Contact base).

Does the agent see the same "Painel" (Dashboard) as the Owner?

Yes, the same numbers and blocks. Only the account administration notices, such as replacing the spreadsheet with sync, stay with the Owner and the Admins.

What is the handoff rate on the "Painel" (Dashboard)?

It is the percentage of conversations that passed from the AI to a team member. There is no right value: it helps you notice whether the team is being called in too much or too little.

Help center guide

"Painel" (Dashboard)

The first screen of the day. It does not solve anything on its own: it helps you decide where to put your attention over the next ten minutes.

The "Painel" (Dashboard) is not a report. A report is Analytics, which compares periods. Here you look at the current state and leave with a single decision: open the Inbox, adjust the script, or do nothing. If you finish reading and don't know what to do, read again using the three criteria at the end of this page.

The screen, part by part

On screen: "Painel" (Dashboard) with four number cards at the top, the qualification funnel on the left, and three cards on the right. Numbers at the top, funnel on the left, what is happening right now on the right.

The cards at the top: "Leads no período" (Leads in period), "Taxa de qualificação" (Qualification rate), "1ª resposta típica" (Typical 1st reply), and "Taxa de handoff" (Handoff rate). "Satisfação (CSAT)" (Satisfaction (CSAT)) appears as a fifth card once ratings exist. They are read-only: clicking them does not lead anywhere.
"FUNIL DE QUALIFICAÇÃO" (QUALIFICATION PIPELINE): Five rows, from "Leads criados" (Leads created) to "Encerradas" (Closed). The bar width is the proportion over total leads. This is where the leak shows up: the row that drops sharply is the stage that is broken.
"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS): The three nearest meetings. Click one and you land in the conversation that scheduled it. "Ver agenda →" (View calendar →) opens the whole week. This card disappears when no meeting is scheduled.
"DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION): How your base is divided among "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), and "Sem score" (No score). A lot of "Sem score" (No score) means conversations too short to extract any signal, not bad leads.
"AO VIVO AGORA" (LIVE NOW): How many conversations are open right now, how many are "aguardando humano" (waiting for a human), and the "consumo hoje" (usage today) in reais. "Abrir inbox →" (Open Inbox →) takes you straight to the queue.

What each number means

"Leads no período" (Leads in period): Despite the name, it is the total for your account — everyone who has ever come in, since the beginning. It does not reset at the turn of the day or the month. It tells you the size of the base, not its growth.
"Taxa de qualificação" (Qualification rate): Hot plus Warm, divided by the total. It tells you how many people in the base have shown buying signals. It drops when many new leads arrive at once — which is normal after a campaign.
"1ª resposta típica" (Typical 1st reply): How long the lead waits for the first reply in a typical conversation — it is the median, not the average: a conversation answered days later (a silent thread, a human queue) does not drag the number for the whole account. The target written on the card is less than 30s. This is the number that moves sales the most: beyond a minute, a good share of people have already gone to talk to someone else.
"Taxa de handoff" (Handoff rate): The share of conversations that needed a person. There is no right number: it is too high when the team can't keep up, and too low when no one is being called in to close.
"Satisfação (CSAT)" (Satisfaction (CSAT)): The average of the 1-to-5 ratings the leads gave. The card only exists after the first rating — if it doesn't appear, it is because the satisfaction question has not yet been turned on in Settings.

Reading the funnel without being fooled

The first three rows — "Leads criados" (Leads created), "Qualificados (BANT)" (Qualified (BANT)), and "Quente" (Hot) — count people. The last two — "Em handoff" (In handoff) and "Encerradas" (Closed) — count conversations. That is why, for these two, the number matters more than the percentage next to it.

A big drop from "Leads criados" (Leads created) to "Qualificados (BANT)" (Qualified (BANT)): conversations die before the person gives any signal. It is the script, not the volume — see Qualification.
A reasonable "Qualificados" (Qualified) and almost zero "Quente" (Hot): the signals are being captured, but their weight doesn't separate anyone. This is also Qualification.
"Em handoff" (In handoff) growing nonstop: the questions that block the conversation keep repeating. Each answer written in the Knowledge base takes one of those off your desk.
A high "Encerradas" (Closed) is a good sign, not a bad one: the topic is over. If the lead writes again, the conversation reopens on its own.

What leads somewhere

Half of this screen is pure reading, and knowing which half saves you that minute spent clicking numbers that don't respond. These navigate, and only these:

"Ver agenda →" (View calendar →) and each meeting under "PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS) — the meeting opens the conversation in which it was arranged, not the Calendar.
"Abrir inbox →" (Open Inbox →), on the "AO VIVO AGORA" (LIVE NOW) card.
"Ver todos" (View all), in the "Leads qualificados recentes" (Recent qualified leads) block further down, which opens CRM & Graph; and each lead in the list, which opens that lead's record.
"Ver teste →" (View test →), in the "Persona em teste" (Persona under test) block, which opens Personas A/B.
The number cards at the top, the funnel, and the "DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION) are not clickable. For the list behind a number, use the filters in CRM & Graph or in the Contact base.

The three decision criteria

Is anyone "aguardando humano" (waiting for a human)?: If "aguardando humano" (waiting for a human) is greater than zero, stop here and open the Inbox. A waiting lead is the only thing on this screen that gets worse while you read the rest.
Is the 1st reply above the target?: If it is, the problem is capacity, not content: too many people for too few hands at peak time. Look at Handoff to a human and the service hours before touching any script.
Is qualification low despite many leads?: A large base and a low "Taxa de qualificação" (Qualification rate) is a symptom of the script, not of traffic. Bringing in more people only increases the denominator. Adjust the signals in Qualification and come back in a week.
None of this?: Then the day is under control and the best use of your next hour is not on this screen. Write a new answer in the Knowledge base.

What it looks like when everything is running smoothly

"1ª resposta típica" (Typical 1st reply) under 30s, without depending on anyone being on call.
"aguardando humano" (waiting for a human) at zero for most of the day, rising only at moments when it makes sense to call in people.
"Sem score" (No score) shrinking week after week in the "DISTRIBUIÇÃO BANT" (BANT DISTRIBUTION): conversations are lasting long enough for the person to say what they need.
"PRÓXIMOS AGENDAMENTOS" (UPCOMING APPOINTMENTS) with a name in it. An empty card disappears from the screen — and its disappearing all the time is a sign to look at the Calendar.
"consumo hoje" (usage today) at a value you recognize. A spike with no campaign running deserves a visit to Balance & top-ups.

In the dashboard: "Abrir o Painel" (Open Dashboard)