Tino explained

Tino is the AI agent that talks to the customer. When it’s turned on in a channel, it’s the one that answers the first message, consults the Cérebro on every reply, collects data in the contact’s record, and hands off the conversation to the team when you’ve told it to or when it can’t proceed. It doesn’t work alone: it asks the Cérebro what it doesn’t know, delivers a summary of what it did to Sotto and the team, and is read by Scout.

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Where it’s turned on

Each channel has its own Tino. In Configurações > Atendimento > IA por canal (Settings > Service > AI by channel), you choose the channel, flip the Tino ligado (Tino on) switch, and set three things: With Tino turned off, the channel’s messages go straight to the team. See Turn Tino on in a channel.

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How it appears in the Inbox

A conversation led by Tino shows the Tino conversando (Tino is talking) badge on the avatar and its messages in blue. The reply field is locked with the notice Tino está conversando… (Tino is talking…), and the signature line shows Tino ativo (Tino active) with the Interromper (Interrupt) button. In the Inbox menu, the Agentes de IA (AI Agents) section lists its conversations: Todas as conversas (All conversations), Finalizadas (Closed), Transferidas (Transferred), and Abandonadas (Abandoned). Conversations started by a campaign carry the Campanha (Campaign) chip.

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When it hands off the conversation

Tino hands off the conversation to a person in three situations: when the routing configured in the Cérebro says to, when the customer reaches out outside the hours it serves, or when someone on the team clicks Interromper (Interrupt). The conversation arrives with a summary of what’s already been said, which the agent reads and Sotto uses to continue from where Tino left off. See When Tino hands off the conversation to a person.

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Why it said that

Every message from Tino has, in the message menu, the Por que ela disse isso (Why it said that) option. It shows the process and step that guided the reply, and the instructions that were involved: compliance, routing, and guidelines, each with a link to edit it. The screen tells you where the correction needs to be made: if the behavior is wrong, that’s the instruction where the correction should be written.

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Tino returns to the Cérebro what it learned

The conversation between Tino and the Cérebro runs both ways. The Cérebro shows, in each section of Personality and Operations, Tino’s suggestions pending review: proposed new guidelines, clarifications, routing criteria, and process candidates it drew from real conversations. You accept or discard them; nothing goes live without your review. See The Cérebro explained. On the other side, Scout reads Tino’s conversations with the same standard as the team’s and points out, in the Cérebro, where the process or instruction needs to change.

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Where to track it

• Métricas > Tino (Metrics > Tino): how much it absorbed, what it resolved on its own, outside business hours, and by process. See Tino’s metrics.
• Scout > Satisfação (Scout > Satisfaction): customer scores on conversations resolved by Tino alone (csat do tino, Tino’s CSAT), shown separately from the team’s conversations and the ones it handed off. See Track customer satisfaction.
• Página Inicial (Home page): the Tino em ação (Tino in action) card, with the share of the day’s conversations it resolved.
• Configurações > Cobrança > Créditos (Settings > Billing > Credits): what it consumes.

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FAQ

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