> ## 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.

# Frequently Asked Questions for Beginners

> The most common questions from people who just joined Tartini, answered in a few lines.

export const Artigo = ({titulo, href, children}) => <a className="lista-artigos-item" href={href}>
    <span className="lista-artigos-texto">
      <span className="lista-artigos-nome">{titulo}</span>
      {children ? <span className="lista-artigos-desc">{children}</span> : null}
    </span>
    <svg className="lista-artigos-seta" viewBox="0 0 24 24" width="18" height="18" aria-hidden="true">
      <path d="M9 6l6 6-6 6" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" />
    </svg>
  </a>;

export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
    <div className="lista-artigos-itens">{children}</div>
  </div>;

We've gathered here the questions that come up in the first few weeks. Each answer points to the article that goes deeper.

<Note>
  The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
</Note>

***

## Account and access

<AccordionGroup>
  <Accordion title="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](/en/primeiros-passos/configuracao/aceite-um-convite).
  </Accordion>

  <Accordion title="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](/en/primeiros-passos/configuracao/primeiro-acesso).
  </Accordion>

  <Accordion title="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](/en/conta/autenticacao-em-dois-fatores).
  </Accordion>
</AccordionGroup>

***

## Structure and roles

<AccordionGroup>
  <Accordion title="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](/en/primeiros-passos/configuracao/checklist-de-preparacao).
  </Accordion>

  <Accordion title="I don't see the Cérebro in the menu.">
    The Cérebro configures the entire company, and only the Administrator and the Company Manager can see it. See [Roles and access explained](/en/visao-geral/papeis-e-acessos).
  </Accordion>

  <Accordion title="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](/en/equipe/usuarios).
  </Accordion>

  <Accordion title="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](/en/equipe/areas-e-unidades).
  </Accordion>
</AccordionGroup>

***

## Channels

<AccordionGroup>
  <Accordion title="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](/en/canais/canais-explicados).
  </Accordion>

  <Accordion title="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](/en/canais/problemas-de-conexao).
  </Accordion>
</AccordionGroup>

***

## Tino and AI

<AccordionGroup>
  <Accordion title="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](/en/agentes/tino/o-tino-explicado).
  </Accordion>

  <Accordion title="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](/en/agentes/tino/handoff).
  </Accordion>

  <Accordion title="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](/en/inbox/ficha-do-contato).
  </Accordion>

  <Accordion title="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](/en/agentes/tino/o-tino-explicado).
  </Accordion>
</AccordionGroup>

***

## Inbox

<AccordionGroup>
  <Accordion title="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](/en/visao-geral/planos-e-recursos).
  </Accordion>

  <Accordion title="The microphone button disappeared.">
    The Chat Widget doesn't send audio. On WhatsApp channels, it appears. See [Handle a conversation](/en/inbox/atenda-uma-conversa).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Sotto doesn't show up for me.">
    Access is granted per person, on the Users screen. Ask your manager. See [Use Sotto](/en/agentes/sotto/use-o-sotto).
  </Accordion>
</AccordionGroup>

***

## Credits and plan

<AccordionGroup>
  <Accordion title="What consumes credits?">
    Tino, Sotto, Scout, the knowledge base, and messages sent. The Inbox, channels, and metrics don't consume credits. See [Credits explained](/en/visao-geral/creditos-explicados).
  </Accordion>

  <Accordion title="A yellow banner appeared saying the credits ran out.">
    You're using the extra margin. When that also runs out, the AI pauses and everything else keeps working. See [What happens when credits run out](/en/creditos/quando-os-creditos-acabam).
  </Accordion>

  <Accordion title="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](/en/visao-geral/planos-e-recursos).
  </Accordion>
</AccordionGroup>

***

## Related articles

<Lista>
  <Artigo titulo="Getting Started with Tartini" href="/en/primeiros-passos/guias/comecando-com-o-tartini">The complete guide, in the right order.</Artigo>
  <Artigo titulo="Glossary" href="/en/visao-geral/glossario">The terms used on screen, in one sentence each.</Artigo>
</Lista>


## Related topics

- [Teach the AI with questions and answers](/en/cerebro/perguntas-e-respostas.md)
- [Close a conversation and track the satisfaction survey](/en/inbox/encerre-uma-conversa.md)
- [The Cérebro Explained](/en/cerebro/o-cerebro-explicado.md)