Who sees this: Administrator and Company Manager. The setting applies to the whole company, with no breakdown by area or unit.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Turn on the survey
Where to find it: Configurações > Atendimento > Pesquisa de Satisfação (Settings > Service > Satisfaction Survey).1
Open the screen
Go to Configurações > Atendimento > Pesquisa de Satisfação.
2
Turn it on
Turn on Habilitar Pesquisa de Satisfação (Enable Satisfaction Survey).
3
Save
Click Salvar (Save).
Choose when the survey is sent
Where to find it: Configurações > Atendimento > Pesquisa de Satisfação, Regras de Coleta (Collection Rules) section.1
Choose who receives it
In Coletar em (Collect on), choose between Todos os atendimentos (All service), Apenas atendimentos do Tino (Only Tino’s service), or Apenas atendimentos humanos (Only human service).
2
Choose the trigger
In Regra de disparo (Trigger rule), choose between Todas as conversas (All conversations) or Apenas conversas resolvidas (Only resolved conversations).
3
Save
Click Salvar.
By default, the survey collects on all service and triggers on all conversations.
Choose the channels
Ratings only come in through the channels marked here. Where to find it: Configurações > Atendimento > Pesquisa de Satisfação, Canais Habilitados (Enabled Channels) section.1
Check the channels
Turn on the toggle for each channel that should send the survey.
2
Save
Click Salvar.
A channel that isn’t marked simply doesn’t collect ratings, even with the survey active for the company.
Set the time limit and messages
Where to find it: Configurações > Atendimento > Pesquisa de Satisfação, Tempo Limite (Time Limit) and Mensagens Personalizadas (Custom Messages) sections.1
Set the deadline
In Tempo limite para resposta (Response time limit), choose a value between 1 and 1,440 minutes.
2
Customize the messages (optional)
Write your own rating request message and feedback request message, or leave them blank to use the default text.
3
Save
Click Salvar.
By default, the deadline is 60 minutes and the suggested response scale goes from 1 to 5.
See the results
Ratings appear in Scout, in the Satisfaction section, with the score history by unit, service type, and period.Frequently asked questions
What counts as a 'conversa resolvida' in the Regra de disparo?
What counts as a 'conversa resolvida' in the Regra de disparo?
Can I send the survey only via WhatsApp?
Can I send the survey only via WhatsApp?
Yes. Leave only the channel you want marked in Canais Habilitados.
What happens if the customer doesn't respond within the time limit?
What happens if the customer doesn't respond within the time limit?