Automatic closing and the satisfaction survey are configured by an Administrator, Company Manager, or Area Manager, under Configurações > Atendimento (Settings > Support).The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Close manually
By default the conversation stays open until someone closes it or automatic closing kicks in. Where to find it: at the top of the conversation, in the header, the check icon (tooltip “Finalizar atendimento”). On mobile: menu > “Finalizar”.1
Click the check icon
Opens the Finalizar conversa (Close conversation) drawer.
2
Describe the reason
Write how the support ended, up to 500 characters.
3
Click Finalizar (Close)
The screen confirms: “Conversa finalizada com sucesso”.
The reason is required. Describe it even when the support was resolved outside the chat.
Understand what happens when you close a conversation
If “Ativar Scout ao finalizar conversa” is turned on, Scout generates a summary and a score for the conversation. If the satisfaction survey is active for the channel, the conversation moves to “Aguardando CSAT” and the customer receives the question.Automatic closing
By default automatic closing is turned off. Where to find it: Configurações > Atendimento > Regras de Conversa (Settings > Support > Conversation Rules), “Encerrar conversa automaticamente” field with “Tempo por canal”. Without a set time, the channel uses the 24-hour default. For conversations handled by Tino, the rule is under Configurações > Atendimento > IA por canal (Settings > Support > AI by channel), under “A conversa fica parada”: Tino says goodbye and closes the conversation after the configured inactivity time.Regras de Conversa applies to conversations with the team. IA por canal applies only to conversations Tino is handling.
The satisfaction survey
Where to find it: Configurações > Atendimento > Pesquisa de Satisfação (Settings > Support > Satisfaction Survey). The fields are “Coletar em”, “Regra de disparo” (Todas as conversas or Apenas conversas resolvidas), “Canais Habilitados”, and “Tempo limite para resposta (minutos)” (default 60 minutes).There’s no button to trigger the survey manually during support. It’s always sent automatically, based on the configured rule.
Reopening a closed conversation
Frequently asked questions
Do I need to fill in a reason to close a conversation?
Do I need to fill in a reason to close a conversation?
Yes, it’s required and can be up to 500 characters.
What happens to the conversation after it's closed?
What happens to the conversation after it's closed?
It disappears from the active queues. If Scout is turned on, it gets a summary and a score; if the satisfaction survey is active, the customer receives the question.
Can I send the satisfaction survey manually?
Can I send the satisfaction survey manually?
No. It’s always automatic, based on the rule under Configurações > Atendimento > Pesquisa de Satisfação.