Who sees this: Administrator and Company Manager. Requires the Scale plan.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Create a routing criterion
By default, no criteria are set up. Where to find it: Cérebro > Operações > Roteamento (Brain > Operations > Routing).1
Open the form
Click Adicionar critério (Add criterion).
2
Write the name
Fill in the title, for example “Transferir cliente irritado”.
3
Describe the condition
Explain when and how the routing should happen.
4
Save
Click Salvar (Save).
The title and description can’t repeat across criteria that are already set up. There’s no limit on the number of criteria.
Turn a criterion on or off
Where to find it: inside the criterion card’s edit view.1
Open the card
Click the criterion you want to change.
2
Turn it on or off
Use the Ativo/Inativo (Active/Inactive) toggle.
3
Save
Click Salvar.
Use a ready-made template
Where to find it: Cérebro > Operações > Roteamento, templates block, with suggestions such as “Insatisfação, reclamação ou linguagem agressiva” and “Cliente solicita falar com atendente humano”.1
Choose a template
Click one of the suggested templates, or Explorar modelos (Explore templates) to see them all.
2
Adjust the text
The form opens pre-filled with the template’s title and description.
3
Save
Click Salvar.
Review Tino’s suggestions
Where to find it: Cérebro > Operações > Roteamento, Sugestões do Tino (Tino’s Suggestions) block, when there’s one pending.1
Read the suggestion
Check the title, the description, and, if there is one, the source in Cérebro.
2
Decide
Click Aceitar (Accept), Editar (Edit), or Negar (Deny).
A suggestion doesn’t apply to service before it’s accepted. Editing and saving already approves the criterion in the same action.
Delete a criterion
Where to find it: inside the criterion card’s edit view.1
Open the card
Click the criterion you want to remove.
2
Click Delete
Confirm in the window that opens.
Frequently asked questions
Can I set up routing for an action other than transferring to a person?
Can I set up routing for an action other than transferring to a person?
No. Every criterion set up here transfers to human service.
Is there a way to simulate a conversation against the routing criteria?
Is there a way to simulate a conversation against the routing criteria?
There’s no simulation on this screen.
How many criteria can I set up?
How many criteria can I set up?
There’s no limit on the number.