Dashboard manual · Operations

"Supervisão" (Supervision): how to track conversations and each agent's workload

"Supervisão" (Supervision) is the service manager's screen: it shows live how many conversations are in the queue, with the AI, and with each agent, and opens any team conversation in read-only mode, with the reading logged in the audit trail.

When it appears: Appears in the menu only for the Owner and the Admins of the account.

Who can use it

Role	What you see and do
Owner	Sees the operation's pulse, the team cards, the conversation list with all filters, and reads any conversation. Each read is logged in the audit.
Admin	Same access as the Owner, with the same read log.
Agent	Does not see the item in the menu. Anyone who opens the "Supervisão" (Supervision) URL is sent back to "Painel" (Dashboard), and colleagues' conversations are not delivered.

Screens

"Supervisão" (Supervision)

The "Supervisão" (Supervision) screen lets the manager see who is overloaded right now, how each agent is doing in the period, and find any team conversation by status, band, tag, agent, or search.

Address in the dashboard: /app/supervisao

Screenshot of the "Supervisão" (Supervision) screen. The "Supervisão" (Supervision) screen lets the manager see who is overloaded right now, how each agent is doing in the period, and find any team conversation by status, band, tag, agent, or search. — The "Supervisão" (Supervision) screen in the demo account, with sample data and blurred values.

How to get there: Through the "Supervisão" (Supervision) menu item, under "OPERAÇÃO" (OPERATIONS). The subtitle says "O que cada atendente está falando com cada lead" (What each agent is saying to each lead). Filters live in the page URL, so a copied link opens the same view for another manager.

Operations pulse

"O agora é ao vivo; satisfação, transbordos e encerradas seguem o período." (The present is live; satisfaction, handoffs, and closed follow the period.) Hover over each number to see the explanation.

Fields and filters

"Na fila agora" (In queue now): Conversations waiting for a human to take over. Highlighted when greater than zero.
"Com a IA agora" (With the AI now): Open conversations that the AI is handling on its own right now.
"Em atendimento humano" (With a human agent): Open conversations in an agent's hands right now.
"IA pausada — sem saldo" (AI paused — no balance): Conversations where the AI stopped because the balance ran out or the spending cap was reached. Turns red when greater than zero.
"Satisfação (CSAT)" (Satisfaction (CSAT)): Average of the 1-to-5 ratings given at closing within the period, with the number of ratings.
"Encerradas no período" (Closed in period): Conversations closed by agents within the chosen period.

Buttons and actions

"Hoje" (Today): Today's period, counted from midnight in the account's time zone.
"7 dias" (7 days): Last 7 days (the default period).
"30 dias" (30 days): Last 30 days.
"Sempre" (All time): No date limit; useful when the conversation you are looking for is outside the other windows.

"Equipe" (Team)

"Clique num atendente para ver só as conversas dele." (Click an agent to see only their conversations.) One card per team member.

Fields and filters

"em atendimento" (in service): The large number on the card: how many conversations the person has right now. With an active conversation, a pulsing dot appears next to the name.
"Última resposta" (Last reply): How long ago the person last wrote to a lead, looking at the last 30 days. It counts who wrote, even if the conversation was later returned or reassigned.
CSAT: The person's average satisfaction in the period and how many ratings they received.
"Transbordos" (Handoffs): Handoffs the person accepted in the period.
"Encerradas" (Closed): Conversations the person closed in the period.

Buttons and actions

"‹cartão do atendente›" (‹agent card›): Clicking filters the conversation list by that person and changes the period to "Sempre" (All time); clicking again clears the filter.

The card shows the person's role ("Dono" (Owner), Admin, or "Atendente" (Agent)) and, when they have no active access, the badge "Sem acesso" (No access) or "Convite pendente" (Pending invite).

"Conversas" (Conversations)

The list of team conversations in the chosen view, with continuous loading as you scroll.

Fields and filters

"Lead, telefone, empresa…" (Lead, phone, company…): Search by the lead's name, phone, company, or email. Combines with all other filters.
"Etiquetas" (Tags): The same tags as in the Inbox and in the "Base de contatos" (Contact base). The number next to each counts the conversations in the current view; a tag that would bring no conversations does not appear. "Todas as etiquetas" (All tags) turns the filter off. Here a tag only filters: adding and removing tags is done in the Inbox.

Buttons and actions

"Todas" (All): Shows conversations in any status.
"IA respondendo" (AI replying): Only the conversations the AI handles.
"Aguardando humano" (Waiting for human): Only the conversations in the queue.
"Atendimento humano" (Human service): Only the conversations with an agent.
"Aguardando recarga" (Awaiting top-up): Only the conversations stopped for lack of balance.
"Encerrada" (Closed): Only closed conversations.
"Todas as bandas" (All bands): Turns off the band filter.
"Quente" (Hot): Only leads in the "Quente" (Hot) band.
"Morno" (Warm): Only leads in the "Morno" (Warm) band.
"Frio" (Cold): Only leads in the "Frio" (Cold) band.
"Sem score" (No score): Only leads that do not have a score yet.
"‹atendente› x" (‹agent› x): Pill for the agent chosen on the card; the x removes the agent filter.
"Limpar filtros" (Clear filters): Turns off status, band, tag, agent, and search at once. The period stays as it is.
"‹conversa›" (‹conversation›): Each row opens the full conversation in read-only mode.

Each row shows the lead's name, how long ago the last activity was, and the last message with the name of who wrote it.
Row badges: the status (in red "IA pausada — sem saldo" (AI paused — no balance); "IA calada — resposta pelo celular" (AI silent — replied from the phone) when someone replied from the phone), the band with the score, "com ‹atendente›" (with ‹agent›), and the channel.

Screen states

Loading: Gray blocks fill the pulse, the team cards, and the list until the data arrives.
Nothing here yet: No agents registered: "Sua equipe ainda não tem atendentes" (Your team has no agents yet), with the path "Configurações" (Settings) → "Equipe" (Team) to invite someone.
If something goes wrong: If the numbers fail to load, the pulse shows a notice with "Tentar de novo" (Try again) and the team cards disappear; if the list fails, it says nothing was lost and offers "Tentar de novo" (Try again).
No conversation in the selection: The sentence "Nenhuma conversa ‹recorte›" (No conversations ‹recorte›) describes all active filters, including the period, and suggests loosening one of them or choosing "Sempre" (All time).
Tags did not load: "Não consegui carregar as etiquetas" (Could not load the tags) appears, with "Tentar de novo" (Try again); the list continues.
An agent opens the screen's URL: They are taken to "Painel" (Dashboard) without seeing anything from "Supervisão" (Supervision).

"Conversa em leitura" (Read-only conversation)

Supervision reading lets the manager read a team conversation in full, live, without being able to reply, transfer, or close it from there.

Address in the dashboard: /app/supervisao/‹…›

Screenshot of the "Conversa em leitura" (Read-only conversation) screen. Supervision reading lets the manager read a team conversation in full, live, without being able to reply, transfer, or close it from there. — The "Conversa em leitura" (Read-only conversation) screen in the demo account, with sample data and blurred values.

How to get there: By clicking a conversation in the "Supervisão" (Supervision) list. The screen title says "Supervisão" (Supervision) and the subtitle "Conversa em leitura" (Read-only conversation).

Top bar

The way back and the way to act.

Buttons and actions

"Voltar à supervisão" (Back to Supervision): Returns to the list with the filters that were on.
"Abrir no Inbox" (Open in Inbox): Opens the same conversation in the Inbox, with all the controls to assign, reply, return, and close.

Fixed notice: "Leitura de supervisão, somente visualização — esta visita fica registrada na trilha de auditoria da conta." (Supervision reading, view only — this visit is recorded in the account's audit trail.)

Conversation header

Who the lead is and what status the conversation is in.

Avatar and name of the lead, with a pulsing dot when the conversation is open.
The band with the score, the channel, and "com ‹atendente›" (with ‹agent›) when someone is handling the conversation.
The status on the right: "IA respondendo" (AI replying), "Aguardando humano" (Waiting for human), "Atendimento humano" (Human service), "Encerrada" (Closed), "IA calada — resposta pelo celular" (AI silent — replied from the phone) or, in red, "IA pausada — sem saldo" (AI paused — no balance).

Messages

The conversation exactly as in the Inbox, without a reply box.

Buttons and actions

"Ouvir áudio" (Play audio): Plays the conversation's audio in the dashboard player.

Each bubble shows the real name of whoever wrote it (the AI with its own name, the agent with theirs), the time, and the delivery receipt.
Attachments, audio, recorded replies, undelivered-message notices, and image reading are displayed as in the Inbox.
New messages arrive on their own; the screen only follows the end if you are already at the bottom.

Screen states

Loading: Alternating gray bubbles fill the conversation until it arrives.
If something goes wrong: If the conversation does not load, a notice is shown with "Tentar de novo" (Try again).
The conversation no longer exists: "Conversa não encontrada" (Conversation not found): it may have been removed through anonymization (LGPD) or the URL is incomplete.

Step by step

How to see the conversations of a specific agent

Open "Supervisão" (Supervision) in the menu.
Under "Equipe" (Team), click the person's card: the "Conversas" (Conversations) list then shows only theirs, with the period set to "Sempre" (All time).
To clear the filter, click the card again or the x on the pill with the name.

How to read an agent's conversation without interfering

In the "Conversas" (Conversations) list in "Supervisão" (Supervision), click the conversation.
Read the history on the reading screen: there is no reply box or transfer button.
If you need to act, click "Abrir no Inbox" (Open in Inbox).

How to find hot leads waiting in the queue

In "Supervisão" (Supervision), click "Aguardando humano" (Waiting for human).
Click "Quente" (Hot) in the row of bands.
Open each conversation and, to take over, use "Abrir no Inbox" (Open in Inbox).

How to find conversations stalled for lack of balance

Check the "IA pausada — sem saldo" (AI paused — no balance) number in the "Pulso da operação" (Operations pulse).
In the list, click "Aguardando recarga" (Awaiting top-up) to see which ones they are.
Top up in "Saldo & Recargas" (Balance & top-ups) or take over the conversations through the Inbox, since human service does not depend on balance.

How to send a view from "Supervisão" (Supervision) to another manager

Turn on whichever filters you want: status, band, tag, agent, period, and search.
Copy the page URL from the browser bar.
Anyone who opens the link (Owner or Admin) sees exactly the same view.

Frequently asked questions

Does the agent find out that the manager read their conversation?

The reading is recorded in the account's audit trail, with who read it, which conversation, and when. The reading screen shows a notice about this at the top.

Can I reply to the lead from "Supervisão" (Supervision)?

No. Reading is view-only. To reply, transfer, or close, use "Abrir no Inbox" (Open in Inbox).

Why doesn't the number on the agent's card match the list filtered by "7 dias" (7 days)?

The big number on the card is the current workload, with no date limit. That is why, when you click the card, the period changes to "Sempre" (All time) and the list then contains those conversations.

Which numbers in "Supervisão" (Supervision) follow the selected period?

Satisfaction, handoffs, closed conversations, and the conversation list follow the period. Queue, AI, human service, no balance, and the big number on each card are always right now.

Can I tag a conversation from "Supervisão" (Supervision)?

No. In "Supervisão" (Supervision), a tag only filters the list. To add or remove a tag, open the conversation in the Inbox.

Why does an agent show up with "Convite pendente" (Pending invite) in "Supervisão" (Supervision)?

The person was invited under "Configurações" (Settings) → "Equipe" (Team) and has not accepted the invitation yet. The card keeps showing so the workload and history stay visible.

Why does a tag disappear from the menu when I change filters?

The menu only lists tags that have at least one conversation in the current view, and the number next to it is how many rows the click will show. Change the view, and the list changes.

Help center guide

Team supervision

The manager sees who has how many conversations, reads any conversation in full, and filters the operation by agent, status, band, tag, and period.

Anyone who manages a service team lives with two questions: who is swamped right now and what is being said on my behalf. The "Supervisão" (Supervision) screen answers both in one place — live numbers per agent at the top, and any conversation readable in full, two clicks away.

The per-agent view

The top shows the pulse of right now: how many conversations are waiting for a human, how many are with the AI, how many are in service, and how many stopped for lack of balance. Right below, one card per agent with their current load, how long ago they last replied, the satisfaction (CSAT) for the period, the handoffs they accepted, and the conversations they closed.

"Última resposta" (Last reply) and "Encerradas" (Closed) count authorship, not ownership: handing the conversation back to the AI or passing it to a colleague doesn't erase what the person wrote, nor transfer the credit to someone who didn't handle it.

On screen: "Supervisão" (Supervision) screen with the operation pulse, the team cards, and the filtered conversation list

Operations pulse: Queue, AI, human service, and balance are the NOW — they update on their own as messages arrive. Satisfaction and closed follow the period chosen beside them.
"Período" (Period): "Hoje" (Today), "7 dias" (7 days), "30 dias" (30 days), or "Sempre" (All time). Applies to satisfaction, closed, and the conversation list. Queue, AI, human service, and the big number on each card do NOT follow the period: they are the present.
One card per agent: The big number is the current load. Click the card so the list below shows only that person's conversations — click again to release the filter.
Filters that become links: Status, band, tag, agent, period, and search live in the page URL. Copy the URL and send it to another manager: they open exactly the same slice.
The deep dive: Each row opens the whole conversation in read mode — who said what, with time and delivery receipt. To act, use the "Abrir no Inbox" (Open in Inbox) button.

Read without interfering

Reading in "Supervisão" (Supervision) is view-only: you can't reply, transfer, or close from there. That's intentional — supervising means understanding before acting. When it's time to act, the "Abrir no Inbox" (Open in Inbox) button takes you to the same conversation with all the usual controls.

The conversation appears exactly as in the Inbox: audio, attachments, saved replies, undelivered-message warnings.
New messages arrive on their own while the screen is open — you can follow a delicate conversation in real time.
The name on each bubble is the real name of whoever wrote: the AI with its name, the agent with theirs.

Every reading leaves a trail

Opening an agent's conversation in "Supervisão" (Supervision) is recorded in the account's audit trail (Compliance): who read it, which conversation, and when. It applies to everyone, including the account owner.

Re-reads of the same conversation by the same person in a row don't pile up: the trail keeps one entry per reading session (30-minute window), not one per click.

The filters, one by one

"Atendente" (Agent): Click the team card. Only the conversations assigned to that person.
Status: "IA respondendo" (AI replying), "Aguardando humano" (Waiting for human), "Atendimento humano" (Human service), or "Encerrada" (Closed) — the same vocabulary as the Inbox.
"Banda" (Band): "Quente" (Hot), "Morno" (Warm), "Frio" (Cold), or "Sem score" (No score) — the lead's BANT band, useful for checking how the team handles hot leads.
"Etiqueta" (Tag): The SAME tags the team uses in the Inbox and in the "Base de contatos" (Contact base) — a single vocabulary. The number next to each tag in the menu already counts the slice you are in: with the period set to 7 days and an agent chosen, “Proposal 3” means three rows in this list, not three in the whole system. A tag that filters nothing here doesn't even appear in the options list. Here the tag only filters: applying and removing a tag on a contact is done in the Inbox, because "Supervisão" (Supervision) is a read-only screen.
"Período" (Period): "Hoje" (Today), "7 dias" (7 days), "30 dias" (30 days), or "Sempre" (All time), counted by the conversation's last activity. The day rolls over at midnight in the time zone set in "Configurações" (Settings) → "Atendimento" (Service), not the server's. Clicking a team card sets the period to "Sempre" (All time): the card's number is the present one, and it wouldn't fit in a 30-day window.
Search: The lead's name, phone, company, or email. Combines with all the other filters.

In the dashboard: "Abrir a Supervisão" (Open Supervision)