Tino is part of the Scale and Enterprise plans and consumes AI credits. Turning it on and configuring it is done by the Area Manager or above.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Where it’s turned on
Each channel has its own Tino. In Configurações > Atendimento > IA por canal (Settings > Service > AI by channel), you choose the channel, flip the Tino ligado (Tino on) switch, and set three things:
With Tino turned off, the channel’s messages go straight to the team. See Turn Tino on in a channel.
How it appears in the Inbox
A conversation led by Tino shows the Tino conversando (Tino is talking) badge on the avatar and its messages in blue. The reply field is locked with the notice Tino está conversando… (Tino is talking…), and the signature line shows Tino ativo (Tino active) with the Interromper (Interrupt) button. In the Inbox menu, the Agentes de IA (AI Agents) section lists its conversations: Todas as conversas (All conversations), Finalizadas (Closed), Transferidas (Transferred), and Abandonadas (Abandoned). Conversations started by a campaign carry the Campanha (Campaign) chip.When it hands off the conversation
Tino hands off the conversation to a person in three situations: when the routing configured in the Cérebro says to, when the customer reaches out outside the hours it serves, or when someone on the team clicks Interromper (Interrupt). The conversation arrives with a summary of what’s already been said, which the agent reads and Sotto uses to continue from where Tino left off. See When Tino hands off the conversation to a person.Why it said that
Every message from Tino has, in the message menu, the Por que ela disse isso (Why it said that) option. It shows the process and step that guided the reply, and the instructions that were involved: compliance, routing, and guidelines, each with a link to edit it. The screen tells you where the correction needs to be made: if the behavior is wrong, that’s the instruction where the correction should be written.Tino returns to the Cérebro what it learned
The conversation between Tino and the Cérebro runs both ways. The Cérebro shows, in each section of Personality and Operations, Tino’s suggestions pending review: proposed new guidelines, clarifications, routing criteria, and process candidates it drew from real conversations. You accept or discard them; nothing goes live without your review. See The Cérebro explained. On the other side, Scout reads Tino’s conversations with the same standard as the team’s and points out, in the Cérebro, where the process or instruction needs to change.Where to track it
- Métricas > Tino (Metrics > Tino): how much it absorbed, what it resolved on its own, outside business hours, and by process. See Tino’s metrics.
- Scout > Satisfação (Scout > Satisfaction): customer scores on conversations resolved by Tino alone (csat do tino, Tino’s CSAT), shown separately from the team’s conversations and the ones it handed off. See Track customer satisfaction.
- Página Inicial (Home page): the Tino em ação (Tino in action) card, with the share of the day’s conversations it resolved.
- Configurações > Cobrança > Créditos (Settings > Billing > Credits): what it consumes.
FAQ
I turned Tino on and it doesn't reply.
I turned Tino on and it doesn't reply.
Check, in this order: the channel is connected; the conversation arrived within the hours set in Quando Tino atende (When Tino serves); credits haven’t run out (a red banner at the top warns when the AI is paused).
Does Tino serve customers in the website chat?
Does Tino serve customers in the website chat?
Yes. The AI by channel screen lists the WhatsApp channels and the Chat Widget, each with its own settings.
Can I hand a conversation back to Tino after interrupting it?
Can I hand a conversation back to Tino after interrupting it?
No. After Interromper (Interrupt), the conversation stays with the team until it’s closed.
How do I turn Tino off in just one channel?
How do I turn Tino off in just one channel?
In AI by channel, choose the channel and turn off Tino ligado (Tino on). The other channels stay as they were.