Options 2 and 3 require Tino, from the Scale and Enterprise plans. On Essential, option 1 is the way to go.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Option 1: the team provides support, the AI assists
Tino stays off. Messages go straight to the team, Sotto answers agents’ questions, and Scout evaluates every closed conversation. No customer talks to the AI, and the Cérebro matures from what the team asks Sotto and the corrections you make in Scout. How to do it: leave Tino ligado (Tino turned on) off in every channel, grant the team access to Sotto, and turn on Ativar Scout ao finalizar conversa (Enable Scout when conversation ends) in Conversation Rules.Option 2: Tino on a test channel
Tino is turned on only for a channel customers don’t use yet: a test WhatsApp number connected via QR Code, or the Chat Widget installed on an internal page of the website. The team talks to it as if they were a customer, and each reply can be checked in Por que ela disse isso (Why it said that). How to do it: connect the test channel, turn on Tino only for it in IA por canal (AI per channel), and use the Inbox’s Agentes de IA (AI Agents) list to review the conversations.Option 3: Tino for a short time window
Tino is turned on for a real channel, but only during a window when someone from the team is nearby to take over, for example two hours a day. The rest of the day stays with the team, and any conversation can be taken over with Interromper (Interrupt). The time window grows as confidence grows. How to do it: in IA por canal (AI per channel), choose Personalizado (Custom) under Quando Tino atende (When Tino provides support) and set the time window. Leave follow-up off for the first few days.Which path to follow
For anyone who has never worked with AI in support before, we recommend starting with option 1: the team provides support with Sotto alongside them. That’s how the team gets used to the AI without exposing customers, and how the Cérebro matures, through the team’s questions and the manager’s corrections in Scout. Once the Cérebro is more mature, connect Tino to a channel and see the scale Tartini offers through its agents. Anyone already operating with AI, or with a ready and reviewed knowledge base, can go straight to option 2 and, after a few days, to option 3.Before turning Tino on for customers
Check these points, in order:- Identity is complete. The Home page checklist shows 100 percent: properties, communication, guidelines, and compliance.
- Operations are configured. Hours in Availability, at least one Routing criterion, and the Clarifications Tino should ask before acting.
- The knowledge answers real questions. Test your ten most common customer questions in the Cérebro. See Test what the AI learned.
- Someone will review the first conversations. The Agentes de IA list in the Inbox and Scout show what Tino did. Set aside someone for this in the first week.
- The credits will cover it. Check the balance and projection in Configurações > Cobrança > Créditos (Settings > Billing > Credits).