Skip to main content
Sotto is the AI agent that stays alongside whoever is serving. It reads the conversation history, including the summary Tino leaves when handing off the conversation, and asks the Cérebro (the company’s brain) what the company knows about the subject, including private knowledge, which the customer never sees. With that, it suggests the next reply to the agent. The person always decides what reaches the customer.
Access to Sotto is granted per person, under Configurações > Empresa > Usuários (Settings > Company > Users). Query mode is available on every plan; active Sotto requires the Scale plan. Every question and every suggestion consumes AI credits.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.

​
Where it appears

Sotto lives inside the conversation, in the Inbox, in three places:

​
The two modes

Active Sotto can be turned on by default for every new conversation, under Configurações > Atendimento > Regras de Conversa (Settings > Service > Conversation Rules), or conversation by conversation, using the switch next to the Sotto tab. The switch only appears on conversations handled by an agent and assigned to whoever is looking.

​
What it consults

Before suggesting, Sotto gathers three things:
  1. The conversation history, including the summary Tino left when handing off the conversation, to continue from where Tino left off.
  2. The Cérebro: the company’s knowledge, public and private, the tone of voice, and the rules.
  3. Your question, when you ask something specific in the Sotto tab. You can attach up to 5 images of 8 MB.
Private knowledge is the difference between Sotto and Tino. Tino only tells the customer what’s marked as Conhecimento Público (Public Knowledge). Sotto sees everything, because it’s the team who reads the suggestion. See The Cérebro explained.

​
Who has access

Access is granted person by person, in the Sotto column of Configurações > Empresa > Usuários, by whoever manages users. Without access granted, the Sotto tab doesn’t appear and the Sugerir com Sotto button stays blocked, with a tooltip explaining why. See Invite and Manage Users.

​
Where to track it

  • Métricas > Tino (Metrics > Tino), apoio do Sotto ao time (Sotto’s support to the team) section: when the AI suggested and what the team decided, with each agent’s panel showing suggestions accepted, sent directly, inserted into the draft, and discarded. See Tino Metrics.
  • Configurações > Cobrança > Créditos (Settings > Billing > Credits): what Sotto consumes, in the AI category. See Credits explained.

​
Frequently asked questions

No. It suggests to the agent, and the person decides whether to send it, edit it, or ignore it. Tino is the only one who talks to the customer on its own.
You don’t have access enabled yet. Ask a manager to turn it on under Configurações > Empresa > Usuários.
No. The default comes from Regras de Conversa (Conversation Rules), and the agent can turn it off for a specific conversation using the switch next to the tab.
Yes. Transferring clears the previous agent’s pending suggestions.

Related topics

Credits explainedThe Cérebro ExplainedThe AI agents explained