> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tartini.com.br/llms.txt
> Use this file to discover all available pages before exploring further.
# Handle a conversation
> Reply with the right text, media, audio, or signature, and know when to take over from Tino.
export const Artigo = ({titulo, href, children}) => {titulo}
{children ? {children} : null}
;
export const Lista = ({titulo, children}) =>
{titulo ?
{titulo}
: null}
{children}
;
Every conversation in the Inbox has everything you need to reply quickly: text, media, audio, and signature. When Tino is handling it, you can take control at any moment.
The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
***
## Open and take over a conversation
A conversation with no agent appears under "Não atribuído".
Where to find it: **Inbox**.
Click the conversation in the list. It opens alongside, keeping the filters in the URL.The avatar in the header shows the agent's initials or Tino's badge.Write and send a message to become the conversation's agent. If Tino is still handling it, see "Stop Tino and take over" below.
***
## Reply to the customer
By default the message field is empty, with the text "Digite sua mensagem...".
Where to find it: footer of the open conversation.
Type in the field. The limit is 4096 characters per message; the counter appears once you reach 80% of the limit.Press Enter or click **Enviar** (Send). Shift+Enter breaks the line without sending.
The bubble appears right away with a clock icon and turns into a check when the server confirms delivery. If it fails, the icon turns red: tap to resend.
***
## Sign the message
By default the **Assinar como** (Sign as) toggle is off, unless your company requires a signature.
Where to find it: footer of the conversation, next to the message field.
Turn on the toggle above the message field.The default name is your support name. If the company allows it, edit it in the field next to the toggle.The message goes out with your name highlighted in the first line.
If the company set the signature as mandatory, the toggle stays locked on and you can't turn it off.
***
## Attach media and documents
By default the conversation has no pending attachment.
Where to find it: paperclip icon in the footer of the conversation.
Click the paperclip and choose **Arquivo Individual** (Single file) or **Múltiplos Arquivos** (Multiple files).Accepts PDF, Word, image, audio, and video. You can also paste with Ctrl+V.The text in the message field becomes the caption for the first media file.Click **Enviar**.
Limits via the paperclip or paste: up to 4 files per send, one video at a time, videos up to 15 MB. In the multiple files modal, up to 10 files of 10 MB each on computer, or 8 images of 8 MB on mobile.
***
## Record and send an audio message
By default there is no recording in progress.
Where to find it: microphone icon in the footer (doesn't appear in the Chat Widget).
The first time, allow microphone access when the browser asks.Speak. A timer shows the duration.Tap play to check it. The trash icon discards the recording.Click the send button.
Whoever receives the audio can request the transcript by clicking **Transcrever** (Transcribe), in the message player.
***
## Understand the delivery icons
| Icon | What it means |
| --------------- | ---------------------- |
| Clock | Sending. |
| One check | Sent. |
| Two gray checks | Delivered. |
| Two blue checks | Seen by the customer. |
| Red icon | Failed. Tap to resend. |
For a Chat Widget visitor who has left the site, the message stays with the clock icon until they open the page again. It's not a failure, it's a pending delivery.
***
## Stop Tino and take over
While Tino is handling the conversation, the message field stays disabled, with the text "Tino está conversando...".
Where to find it: in the bar right above the message field, in the footer of the conversation, the **Interromper** (Stop) button.
The button appears next to "Tino ativo", above the message field.The screen shows "Conversa interrompida e transferida ao atendente." and the field is released.From here on, you're handling the conversation.
After stopping Tino, there's no button on this screen to hand the conversation back to him.
***
## The WhatsApp 24-hour window
On the WhatsApp Business API (WABA), to message someone who hasn't written to you before, Meta requires an approved template. This control only appears when starting a new conversation, in the "Iniciar conversa" modal. Inside a conversation that's already open, the screen doesn't show a warning about this time limit.
***
## Frequently asked questions
Tino is handling it. Click **Interromper**, in the bar right above the message field, to take over.
The Chat Widget doesn't send audio.
The time limit has passed (10 minutes to edit, 2 hours and 12 minutes to delete) or the message isn't yours.
Not necessarily. It could be sending, or the channel could be reconnecting. If it turns red, tap to resend.
***
## Related articles
The screen, the lists, and conversation statuses.Ask for reply suggestions while helping customers.Pass the conversation along and record what matters.Close it out with the right reason.
## Related topics
- [Turning on Tino](/en/primeiros-passos/guias/ligando-o-tino.md)
- [Frequently Asked Questions for Beginners](/en/primeiros-passos/perguntas-frequentes/iniciantes.md)
- [Configuring the Inbox](/en/primeiros-passos/guias/configurando-o-inbox.md)