- Check the Cérebro
- Define when and for whom
- Turn on Tino for the first channel
- Get the team ready to take over
- Track the first conversations
Tino is part of the Scale and Enterprise plans. It’s turned on by the Area Manager or above; the Cérebro is configured by the Administrator or the Company Manager.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Step 1: Check the Cérebro
Tino can only answer well what the Cérebro knows. Before turning it on, check the Home page checklist: the Company Identity needs to be complete, and operations need to be configured. Test the most common customer questions inside the Cérebro.Step 2: Define when and for whom
Two Cérebro screens decide Tino’s behavior in every conversation: Availability, with the company’s hours and time zone, and Routing, with the criteria that send the conversation to a person or a department. Without routing, Tino keeps going on its own until someone steps in.Step 3: Turn on Tino for the first channel
In Configurações > Atendimento > IA por canal (Settings > Support > AI per channel), each channel has its own Tino. Turn it on for just one channel, choose Quando Tino atende (When Tino provides support), and decide the follow-up and closing settings. A newly turned-on channel starts out supporting customers all day; adjust the hours before leaving the screen.Learn more
- Best practices for going live: a test channel and a short time window before full hours.
Step 4: Get the team ready to take over
The team needs to know three things: a conversation with Tino carries the Tino conversando (Tino is chatting) badge; the Interromper (Interrupt) button takes over the conversation instantly; and the conversation arrives with a summary of what Tino already did. Show them this before turning Tino on.Step 5: Track the first conversations
In the Inbox, the Agentes de IA (AI Agents) section lists Tino’s conversations: all, closed, transferred, and abandoned. On each message, Por que ela disse isso (Why it said that) shows the instruction that guided the reply. Scout evaluates its conversations with the same rubric as the team, and the metrics show how much it has absorbed.- Tino explained: the AI Agents section and where messages come from.
- Tino’s metrics.
- Track customer satisfaction: the score for conversations resolved by Tino alone.