Applies to the Scale and Enterprise plans, with Tino turned on in at least one channel. Anyone with access to the conversation can take over.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
The three paths
What the person sees
In the conversation, the moment of the handoff appears as an event in the middle of the messages, followed by the Tino · resumo do atendimento (Tino · service summary) card, with the customer and the summary. The ver atendimento completo → (see full service →) link opens the Sotto tab with the detail. In the details panel, the Conversa (Conversation) section shows Transferido pelo Tino: Sim (Transferred by Tino: Yes) or Interrompido por (Interrupted by) and the name of whoever took over. When the conversation went through a process, the Processo (Process) section shows the Chegou até você pelo Tino (Reached you through Tino) notice with the reason, the step it stopped at, and a link to the process diagnosis in Scout. On mobile, the conversation carries the Transferida pelo Tino (Transferred by Tino) or Interrompida (Interrupted) label.Take over a conversation from Tino
By default, while Tino is leading, the reply field stays locked.1
Open the conversation
In the Inbox, open the conversation with the Tino conversando (Tino is talking) badge.
2
Interrupt
On the line above the message field, click Interromper (Interrupt). The screen confirms with “Conversa interrompida e transferida ao atendente.” (Conversation interrupted and transferred to the agent.)
3
Reply
The field unlocks and the conversation becomes yours. Tino won’t reply in it again.
There’s no way to hand the conversation back to Tino after interrupting it. If the idea was just to read it, use the details panel and the summary, without interrupting.
Who receives the conversation
The conversation Tino hands off appears in the Inbox with the Pendente (Pending) chip until someone takes over; with a department or an agent already set, it enters that department’s queue or the person’s Sua caixa (Your inbox), and they get the notice “Nova conversa atribuída a você” (New conversation assigned to you). The criteria are in Cérebro > Operações > Roteamento (Cérebro > Operations > Routing). See Set up routing.After the handoff
The conversation follows the team’s rules: the automatic closing from Conversation Rules, the channel’s SLA, and the satisfaction survey. In Scout, it counts as a handoff: the AI started and the team took over. The score for these conversations appears separately in Scout > Satisfação (Scout > Satisfaction).FAQ
I can't type in the conversation.
I can't type in the conversation.
Tino is leading it. Click Interromper (Interrupt) to take over. The screen shows the notice “Para enviar mensagens, primeiro interrompa a conversa do Tino utilizando o botão abaixo.” (To send messages, first interrupt Tino’s conversation using the button below.)
Tino handed the conversation to the wrong department.
Tino handed the conversation to the wrong department.
Adjust the criteria in Cérebro > Operações > Roteamento (Cérebro > Operations > Routing). To understand what led to the decision, open Por que ela disse isso (Why it said that) on Tino’s last message.
Tino handed off the conversation for no apparent reason.
Tino handed off the conversation for no apparent reason.
Open the details panel: the Processo (Process) section shows the reason and the step. If there’s no process, the reason is in the instructions listed under Por que ela disse isso (Why it said that).