The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Account and access
I didn't receive the invite or password recovery email.
I didn't receive the invite or password recovery email.
Check your spam folder and the registered email. Tartini responds the same way whether the email is registered or not. A manager can resend the invite in Configurações > Empresa > Usuários (Settings > Company > Users). See Accept the invite and activate your account.
I signed in and landed on a screen asking for a password, a code, or the company name.
I signed in and landed on a screen asking for a password, a code, or the company name.
That’s your first access, or a requirement set by the company. Complete the screen to reach the Home page. See Complete your first access.
I lost the phone with the authenticator app.
I lost the phone with the authenticator app.
At sign-in, use a recovery code. Afterward, change the app in Configurações > Pessoal > Segurança (Settings > Personal > Security). See Turn on two-factor authentication.
Structure and roles
I'm a manager and the Home page says the company is being set up.
I'm a manager and the Home page says the company is being set up.
Only the Administrator can complete the setup checklist. Other roles see the progress until they finish. See Get Your Operation Ready with the Checklist.
Can I give a person access to two Units?
Can I give a person access to two Units?
Yes. In the user wizard, select more than one context and choose the role for each one. See Invite and manage users.
I chose the wrong structure during sign-up.
I chose the wrong structure during sign-up.
Adjust it in Configurações > Empresa > Áreas & Unidades (Settings > Company > Areas & Units). Only the Administrator can edit the structure. See Build the structure in Areas and Units.
Channels
Which WhatsApp should I connect?
Which WhatsApp should I connect?
QR Code connects a number with your phone and is good for getting started. WhatsApp Business API is Meta’s official connection, and the screen itself recommends WABA for more stability. See Channels explained.
The channel shows up as disconnected.
The channel shows up as disconnected.
For WhatsApp via QR Code, redo the pairing in Configurações > Canais > WhatsApp Business (Settings > Channels > WhatsApp Business). See Troubleshoot connection issues.
Tino and AI
I turned on Tino and it isn't replying.
I turned on Tino and it isn't replying.
Check whether the channel is connected, whether the conversation arrived during its support hours, and whether the credits have run out. See Tino explained.
I can't type in a conversation.
I can't type in a conversation.
Tino is handling it. Click Interromper (Interrupt) to take over. See When Tino hands the conversation to a person.
The AI repeats questions the customer already answered.
The AI repeats questions the customer already answered.
Open the contact profile: the information is probably missing there. Fill in the field, and the next conversation will already come out different. See The contact profile.
Tino said something it shouldn't have.
Tino said something it shouldn't have.
In the message menu, open Por que ela disse isso (Why it said that). The screen points to the instruction that caused the reply and where to fix it. See Tino explained.
Inbox
Why don't I see the AI Agents section in the Inbox?
Why don't I see the AI Agents section in the Inbox?
It only exists on plans that include Tino. See Plans and what each one unlocks.
The message has a clock icon.
The message has a clock icon.
It’s still being sent, or the channel is reconnecting. If it turns into a red icon, tap it to resend. In the website chat, the clock also appears when the visitor left the page: they receive it when they come back.
Sotto doesn't show up for me.
Sotto doesn't show up for me.
Access is granted per person, on the Users screen. Ask your manager. See Use Sotto.
Credits and plan
What consumes credits?
What consumes credits?
Tino, Sotto, Scout, the knowledge base, and messages sent. The Inbox, channels, and metrics don’t consume credits. See Credits explained.
A screen says the feature isn't part of my plan.
A screen says the feature isn't part of my plan.
The feature requires the Scale plan. The notice shows how to get in touch with SAN. See Plans and what each one unlocks.