Every role opens the list and each evaluation. Filtering by agent and viewing the Pendentes, Avaliadas, and Todas statuses is for Administrator, Company Manager, Area Manager, and Unit Manager. The Agent sees only their own conversations. Available on all plans. The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
See the List of Evaluated Conversations
By default, the list shows Pendentes (Pending) conversations, ordered from the lowest score to the highest. Where it is: Scout > Conversas (Scout > Conversations).1
Open the screen
Go to Scout > Conversas.
2
Choose the status
Switch between Pendentes, Avaliadas (Evaluated) and Todas (All). The number next to each option shows how many conversations are in it.
3
Refine with filters
Combine Nota do Scout (Scout Score), Satisfação do cliente (Customer Satisfaction), Canal (Channel), Critério (Criterion), and, if you’re a manager, Atendente (Agent).
4
Sort
Choose the field in Ordenar (Sort): Scout score, satisfaction, Tino’s confidence, or date. Click the arrow to change the direction.
Pendente is the conversation Scout has already evaluated, but no manager has reviewed yet. The channel filter covers only WhatsApp and Widget. Click Limpar filtros (Clear filters) to return to the default.
Open an Evaluation
Each card shows who handled it, the Scout score, and a summary of the conversation. Where it is: inside each card, in the grid of the Conversas screen.1
Choose the card
Check the type badge (Tino, Passiva (Passive), Ativa (Active), or Conversa (Conversation)) and the score at the bottom of the card.
2
Open the analysis
Click the card or Detalhes (Details). You’ll land on the Análise do Scout (Scout Analysis) screen.
3
Navigate between conversations
Use Conversa anterior (Previous conversation) and Próxima conversa (Next conversation) to keep reviewing without going back to the list. Próxima conversa skips straight to the next pending one.
Copiar link (Copy link) generates a direct address to this analysis, to share with someone else on the team. If you arrived via a direct link, the navigation buttons are disabled.
See What the Analysis Shows
The Análise do Scout screen brings together, on one side, the conversation’s score, the summary, the recommendations, and the buttons to fix what failed. On the other side is the Informações (Information) panel: who handled it, how many conversations that person has already had and their overall average, the type of service, Scout’s satisfaction read, the start, the end, and the duration.When more than one person took part in the conversation, Tino and each agent receive their own score, in the Notas por responsável (Scores by responsible party) section. A criterion marked N/A doesn’t apply to that responsible party: Process Use is only for Tino, and Process Adherence is only for agents.
Read the Full Conversation
By default, the analysis shows only the summary, not the messages exchanged. Where it is: the Ler conversa completa (Read full conversation) button, in the Informações panel.1
Open the panel
Click Ler conversa completa.
2
Read the transcript
The conversation opens in a panel on the right, with the same bubbles as the Inbox, read-only.
3
Close
Click the X or outside the panel.
Messages sent from a phone or that reply to a status may not appear here. In that case, the screen shows a notice in place of the message.
Frequently Asked Questions
Why is the conversation list empty?
Why is the conversation list empty?
Check the period and level in the scope bar, at the top of the screen (the level on the left, the period on the right), whether Scout is turned on in Set the conversation rules, and whether the filters aren’t restricting too much. Click Limpar filtros.
What's the difference between Pendente and Avaliada?
What's the difference between Pendente and Avaliada?
Pendente is the conversation Scout evaluated, but no manager has reviewed. Avaliada already has a review saved by a manager.
Why don't I see conversations from Instagram or email?
Why don't I see conversations from Instagram or email?
The channel filter covers WhatsApp and Widget.