Platform · Support inbox
Six channels, one queue, one history per customer.
Agents answer WhatsApp, Instagram, email and SMS on the same screen. The platform handles the rest: routing by team, SLA in the conversation, Meta's 24-hour window and the AI agent answering first whenever you want.
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Queues
All184
Sales62
Support78
Finance44
MRMarina RibeiroWhatsApp · Sales queue · 6h left in the windowopen
Hi! Is my order #9921 arriving today?
14:02
Hi, Marina! It is — it went out for delivery at 13:40.
14:02✓✓
Can I change the address?
14:03
AI draft · waiting on you
Not once it is out for delivery, but I can reschedule it for tomorrow. Want me to?
14:03
Write a message…AI suggested
2m 14s
average first response across customers on the platform
6
channels in the same queue and the same history
R$ 0
per agent — we do not charge per seat
46%
of conversations resolved by the AI when it is enabled
Why a single queue
There is one customer. There should not be four open tabs.
A team working across four tools repeats questions, loses context and answers late. Here the conversation belongs to the contact, not to the channel — if they started on Instagram and came back on WhatsApp, it is the same history.
◫
The contact's conversation
Instagram yesterday, WhatsApp today, email tomorrow: one history, with everything that has already been said.
⇄
Routing that decides
By team, by tag, by channel or by billing group — with nobody handing conversations out by hand.
◷
SLA in the right place
The deadline lives in the conversation and warns supervision before it expires, not at month-end close.
◱
No per-seat cost
Putting more people on the queue does not raise the bill. The cost is message volume.
01SLA
The deadline shows up in the conversation, not in next month's report.
Each queue has its own first-response target. The countdown runs in the conversation, changes color as it nears the limit and warns supervision before it expires — not after.
01A target per queue, not one for allCollections can require 2 minutes and finance 4 hours, without becoming a manual exception.
02Alert before it expiresThe conversation is flagged and the supervisor is warned while there is still time.
03Measured on the real replyFirst human or AI response, not the moment the message reached the server.
Conversation SLA11 min left
message received+18 min
✓Within the targetThe conversation stays in its normal spot in the queue.
◷The agent sees the countdownTime left next to the customer's name.
✦The AI can suggest the draftWhen the queue is in copilot mode.
02Meta rules
The 24-hour window is the platform's problem, not the agent's.
Every message received opens a window in which you reply with free-form text. Outside it, only templates. The inbox controls that on its own, so nobody slips up at the end of a shift.
01Countdown visible in the conversationTime left next to the customer's name, with an alert at 3 hours to go.
02Automatic blockA closed window disables free-form text and offers the right template.
03Reopening on recordA new message from the customer reopens the window and the history marks the moment.
24-hour window · WhatsAppMeta rule
✓Within the 24 hoursFree-form text, media, audio and documents released for the agent and for the AI.
◷3 hours to goThe conversation is flagged in the queue and the supervisor is warned.
✕Window closedText field blocked; the inbox offers the right utility template.
↻Customer repliesThe window reopens for another 24 hours and the history records the reopening.
The same logic applies on Instagram, with the Human Agent tag extending the window to 7 days.
03Context
The customer profile answers before the agent asks.
Internal notes with author and date, documents exchanged on any channel, billing groups per company and the full conversation history. Opened with one click, closed by default so it does not steal room from the conversation.
01Notes that stayPreferred time of day, an approved deal, the context the next agent needs.
02Documents gatheredPhoto, receipt and invoice from every channel in one place.
03Billing groupsFor teams serving companies: each organization with its own phone numbers and balance.
Contact profile4 tabs
Every internal note with author and date, visible to the support team and never to the customer.
28/07Customer prefers to be contacted after 18:00Logged by Ana Paula during the last call
24/07Approved a 10% discount on the next purchaseApproved by supervision · valid until 30/08
12/07Complained about the delivery timeCase resolved with a reschedule
04AI in support
The AI steps in where you authorize it, the way you authorize it.
In one queue it answers on its own and hands off when it cannot resolve. In another, it only suggests the draft and the human decides. In a third, it stays off. The choice is yours, queue by queue.
01Copilot or direct supportStart with suggestions and release automatic replies once the acceptance rate convinces you.
02Handoff with a summaryThe transfer carries the case summarized, not just the last message.
03Cost per interactionNo per-seat subscription: you pay for the cycle the AI ran.
✦Agent mode per queue
Collections queuedirect support
The AI replies, looks the invoice up in your API and hands off when the negotiation falls outside policy.
68%
Support N1 queuecopilot
The AI writes the draft; the agent reviews and sends. Acceptance measured per agent.
71%
Legal queueoff
Sensitive matter: humans only, with no automatic suggestion.
0%
You decide queue by queue. Starting as a copilot is the safest path: the AI writes, the human signs off.
Supervision
Whoever coordinates has to see it before firefighting.
Workload per agent, conversations close to breaching SLA, queues with nobody available and what the AI is resolving on its own. All in real time, with no spreadsheet export.
See tasks and tracking →◫
Workload per agent
How many conversations each person has open right now, and who has room to take more.
◷
SLA risk in real time
A list of what will breach in the next few minutes, ordered by urgency.
⇄
Reassign in one click
Move a conversation between agents or queues without losing history or context.
▤
Audit of who did what
Transfer, resolution, note and reopening recorded with author and time.
The agent's day to day
The details that save minutes per conversation.
This is not a feature list: it is what the team stops doing by hand thirty times a day.
⚡
Quick replies
A typed shortcut becomes full text, with the contact's variables already filled in.
↩
Swipe to reply
Pull the message aside and reply quoting it, like in WhatsApp.
▣
Audio and media
Record audio, send image, video and documents — and receive all of it back.
✎
Internal notes
Context for the next agent, with author and date, invisible to the customer.
✓
Delivery checks
Sent, delivered and read, with the same icon the customer knows.
⇄
Transfer with a summary
Hand the conversation over with the case summarized, not just the last message.
◎
Search in the history
Search by message snippet, tag, agent or period.
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Tasks tied to the conversation
Whatever is left pending becomes a task with a deadline, without leaving for another tool.
⚡
Quick replies
A typed shortcut becomes full text, with the contact's variables already filled in.
↩
Swipe to reply
Pull the message aside and reply quoting it, like in WhatsApp.
▣
Audio and media
Record audio, send image, video and documents — and receive all of it back.
✎
Internal notes
Context for the next agent, with author and date, invisible to the customer.
✓
Delivery checks
Sent, delivered and read, with the same icon the customer knows.
⇄
Transfer with a summary
Hand the conversation over with the case summarized, not just the last message.
◎
Search in the history
Search by message snippet, tag, agent or period.
◫
Tasks tied to the conversation
Whatever is left pending becomes a task with a deadline, without leaving for another tool.
Onboarding
The team starts answering the same day.
There is no week-long training. Anyone who has worked in any chat tool recognizes the screen; what changes is no longer switching tabs.
1 hourTeams and queuesWe create the teams with the names your operation already uses and define who sees what.
1 hourSLA per queueEach queue gets its first-response target, with the preventive alert configured.
half a dayTeam answeringAgents log in, take real conversations and the supervisor follows the workload.
whenever you wantAI queue by queueIt starts as a copilot where that makes sense and you release automatic replies at your own pace.
“The window control and the SLA in the conversation ended the arguments between operations and supervision. Nobody finds out about the delay the next day anymore.”
CMCarla MenezesHead of Support · credit fintech
Frequently asked questions
What people ask before migrating support.
Want to see it with your operation? Book a demo .
As many as you need. We do not charge per seat or per user license: the platform cost is the monthly tier based on volume, and messages come out of the wallet. Hiring more people to answer does not change the bill.
Start today with R$ 50 in test credit.
Sandbox wallet released when you create the account, a WhatsApp test number and guided onboarding. No card, no contract.
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