Dashboard manual · AUTOMAÇÕES

AI agents: create agents by type, organize them in folders and move them around the list

AI agents lets you have several agents in the same account, each with its own type, instructions and channel, and organize the list in folders.

When it appears: Shows up when AI agents are enabled for the account; until then, the account keeps the usual persona.

Who can use it

Role	What you see and do
Owner	Sees the list, creates agents and organizes the folders.
Admin	Sees the list, creates agents and organizes the folders, like the owner.
Agent	Sees the list of agents and folders, without creating or moving.

Screens

"Agentes de IA" (AI agents)

The AI agents screen lets you see every agent in the account, create a new one and organize the list in folders.

Address in the dashboard: /app/automacoes/agentes

How to get there: From the AI agents › Your agents menu.

"Cabeçalho" (Header)

Buttons and actions

"Nova pasta" (New folder): Opens the dialog to create a folder, with a name of up to 40 characters that does not exist yet.
"Criar agente" (Create agent): Opens the Create agent dialog. The agent starts as a draft.

Search, order and folders

Fields and filters

"Buscar agente" (Search agent): Filters the list by name; inside a folder, it searches only that folder.
"Ordenar" (Sort): Name (A to Z), Most conversations or Status.

Buttons and actions

"Abrir a pasta ‹pasta›" (Open folder ‹pasta›): Shows only the agents in the folder.
"Mais ações da pasta ‹pasta›" (More actions for folder ‹pasta›): Open, Rename or Delete the folder.
"Todas as pastas" (All folders): Goes back to the list of all agents.
"Renomear" (Rename): Changes the folder name in place; Enter saves and Esc cancels.
"Excluir a pasta" (Delete folder): Asks for confirmation; the agents in the folder go back to No folder.

No folder gathers the agents that are not in any folder.
Inside a folder, Drop here to take it out of the folder leaves the agent without a folder.

Agent card

Buttons and actions

"Mais ações de ‹agente›" (More actions for ‹agente›): Opens Move to…, to change the folder with the keyboard.
"Mover" (Move): Takes the agent to the chosen folder.

The channels the agent answers, or Only in flows.
The type, the status (Answering, Paused or Draft), the AI that replies and the conversations from the last 7 days.
The card can be dragged to a folder.

Screen states

Loading: The cards show in gray while the list loads.
Nothing here yet: No agents yet, with the Create the first agent button.
If something goes wrong: The agents' instructions are saved. Try again in a moment.
The account reaches 45 agents: Ask for more, to ask support to raise the safety cap.
The account reaches 50 agents: Reached the safety cap of 50 agents, with the way to ask for more.

"Editor do agente" (Agent editor)

The Agent editor screen is for setting up an AI agent: the name, the model, the channels, the type, the instructions, the sub-agents, the follow-up, the knowledge and the tools, testing the conversation and viewing usage, and publishing when it is ready.

Address in the dashboard: /app/automacoes/agentes/‹…›

How to get there: Click an agent's card in the list, or create a new agent with the "Criar agente" (Create agent) button.

Top bar

Buttons and actions

"Voltar para os agentes" (Back to agents): Returns to the list of agents.
"Salvar rascunho" (Save draft): Saves the changes without publishing; leads keep the published version. Stays disabled while nothing has changed.
"Publicar" (Publish): Opens the publish confirmation. If the instructions contain a variable that does not exist, it goes back to the Training tab and warns you.

The path AI Agents / folder and the agent's name as the title.
Status badge: Answering, Paused or Draft.
Badge Unpublished changes when there is a change saved or not yet saved on an already published agent.

Publish dialog

Says which conversations will start using the new version.

Buttons and actions

"Publicar" (Publish): Saves what changed and publishes: new conversations on the agent's channels start using this version. Ongoing ones continue as they were.
"Cancelar" (Cancel): Closes without publishing.

With no channel, the sentence talks about new conversations in the flows that use this agent.

Left column: Identity and model

Fields and filters

"Nome do agente" (Agent name): The internal name, how the team sees the agent in the panel.
"Nome que o lead vê" (Name the lead sees): The name the agent uses to introduce itself. On transfer, the lead sees the human agent's name, never this one.
"Modelo principal (conversa)" (Main model (conversation)): The model that talks to the lead: the tab's default or one of the models from AI Connections.
"Modelo leve (tarefas rápidas)" (Light model (quick tasks)): The model for short support tasks.

Buttons and actions

"Conectar um provedor" (Connect a provider): When no provider is connected, it takes you to AI Connections.
"Conectar novo provedor" (Connect new provider): Takes you to AI Connections to connect another provider.

When the name the lead sees includes the role, a notice offers to use only the first name.
The key is not stored in the agent: it lives in AI Connections, encrypted, and the cost is charged by the company's provider.
With the platform's AI, usage comes out of the account balance. When the account uses the connected models, the hint says the platform's AI does not answer in their place and charges nothing. On a reseller platform, the key comes from the partner.

Left column: Where it answers

Each channel or number has only one agent. With no channel, the agent is reached only through flows.

One checkbox per connected channel, with the agent that serves it today.
When you check a channel that already has another agent, the notice says that, on publishing, new conversations move to this agent and ongoing ones stay with the previous one until they end.
With no channel at all: "Nenhum canal conectado ainda." (No channel connected yet.)

Left column: Behavior

Buttons and actions

"Ritmo de conversa humana" (Human conversation pace): Replies briefly, waits for the lead to finish typing and sends in blocks.
"Ler as imagens que o lead envia" (Read the images the lead sends): Describes the photo and reads the order or the prescription.
"Seguir o horário de atendimento" (Follow business hours): Outside the account's hours, it sends the away message.
"Ficar em silêncio quando a equipe responde" (Stay silent when the team replies): If someone on the team replies from their phone, the agent stops in that conversation.

On transfer, the lead sees the human agent's name: option always on, with no toggle.

Left column: Agent type

The type turns on a preview of the platform agents; the customer adjusts on top of it.

Fields and filters

"Tipo do agente" (Agent type): Sales (SDR), Support, After-sales / CS, Billing, Scheduling, Reception (triage) or "Personalizado" (Custom). Changing the type resets the preview to the new type's default.

Buttons and actions

"Voltar ao padrão do tipo" (Back to type default): Undoes the adjustments and goes back to the type's pieces.

This agent uses: one toggle per piece (qualifier, closer, payment link, ideal customer profile, objection detector, scheduler, summary, image reader, sentiment, memory, follow-up, form, action operator, tickets, knowledge base and router). Platform pieces lead to Platform agents; adjusted ones get the adjusted badge.
Always included, with no toggle: intent classifier, conversation with the lead, response auditor, handoff policy, privacy and automation guard.
Each type shows when it transfers to the team; the lead sees the human agent's name.

Left column: Handoff to another agent

When the subject changes in the middle of the conversation, the agent hands over to the right agent, with the context.

Fields and filters

"O lead vê" (The lead sees): Whether the lead sees the same name from start to finish or the name of the agent who took over.
"Pode passar para" (Can hand off to): The other agents on the account this one can hand the conversation to.

On the Reception agent, the Who Reception hands over to block shows one agent per subject; Reception only does the triage.
The context goes along: history, extracted data and the summary.
For a person on the team, the lead sees the human agent's name, never the AI's.

Training tab

Fields and filters

"Objetivo" (Goal): Qualify and book a visit, Answer questions and open a ticket, "Agendar" (Schedule) or Win back those who went quiet.
"Roteiro de qualificação" (Qualification script): The account's script, "Qualificação" (Qualification), or "Nenhum" (None): this agent does not qualify.
"Instruções" (Instructions): The text the agent follows, with variables between double curly braces.

Tokens to insert at the cursor: lead name, phone, company, stage, product, calendar link, name the lead sees and today's date.
Variable that does not exist: the notice lists the wrong variable and tells you to use one of the tokens.
The preview shows how the agent reads the instructions for a sample lead.
Security and LGPD rules come before the instructions and cannot be turned off.

Sub-agents tab

A sub-agent does a single task, inside the agent.

Fields and filters

"Nome" (Name)required: The sub-agent's name, without repeating another one in the same agent.
"Modelo" (Model): Inherits from the agent or its own model; a smaller model is usually enough for a single task.
"Quando roda" (When it runs): Every message or Only when a condition, written as a sentence.
"Instruções próprias" (Custom instructions): They apply only to this sub-agent; the agent's variables work here too.
"Ações permitidas" (Allowed actions): It only does what is checked, and each action appears in the conversation history.

Buttons and actions

"Adicionar sub-agente" (Add sub-agent): Opens the form for a new sub-agent.
"Editar" (Edit): Edits the sub-agent.
"Excluir" (Delete): Opens the confirmation; the actions it performed stop happening on the next publish.
"Salvar sub-agente" (Save sub-agent): Saves the sub-agent; takes effect from the agent's next publish.
"Ver os agentes da plataforma" (See platform agents): Takes you to the Platform agents screen.

Each sub-agent has a toggle to turn it on or off.
Platform agents appear read-only: they run in every service and the instructions do not change.

Follow-up tab

Messages the agent sends when the lead stops replying; they apply only to this agent.

Fields and filters

"Mensagem" (Message): Fixed message (goes out exactly like this, with the variables replaced) or AI-generated (a follow-up based on what was already discussed).
"Texto" (Text): For the fixed message: the text, with variables.
"Orientação para a IA (opcional)" (Guidance for the AI (optional)): For the generated message: a hint of what to remember.
"Esperar sem resposta" (Wait with no reply): How long without a reply until the follow-up goes out, in hours or days.
"Horário" (Time): Only during the account's service hours.
"Modelo aprovado" (Approved template): After 24 hours without a reply, it only goes out with a template approved by Meta; here you choose which one.

Buttons and actions

"Adicionar follow-up" (Add follow-up): Opens the form for the new follow-up.
"Excluir" (Delete): Opens the confirmation; those who were already waiting for it no longer receive it.
"Excluir o follow-up" (Delete follow-up): Confirms the deletion.

With no follow-up, the agent waits for the lead to write again. If the account has no approved template, the form asks you to approve one in "Modelos de mensagem" (Message templates) or choose a shorter wait.

Knowledge tab

The agent answers only with what is here.

Fields and filters

"Quais fontes" (Which sources): All sources or Only the chosen ones.
"Usar" (Use): A checkbox for each source when only the chosen ones apply.

Buttons and actions

"Usar a Memória da empresa" (Use Company memory): Turns on or off the facts approved by the team as a source.
"Adicionar fonte na Base de conhecimento" (Add source to the Knowledge base): Takes you to the "Base de conhecimento" (Knowledge base) to add FAQ, price table, website, file or text.
"Teste a base" (Test the base): Takes you to the knowledge base test.

Sources table: Source, Type (FAQ, Website, File or Text) and Status (Ready, Updating or With error).

Tools tab

Each tool turned on is a permission; the agent only uses what is turned on.

Fields and filters

"Link da sua agenda" (Your calendar link): What goes in place of the calendar variable in the instructions.

Buttons and actions

"Criar uma ação" (Create an action): Takes you to create a system query action, when none is published.

"Agenda" (Calendar): offers available time slots and books the visit.
"Consultar na hora" (Query on the spot) actions: ask the company's system during the conversation.
Transfer to the team: hands the conversation over with a summary, with the rule for when.
CRM: reads the lead's history and sets the stage and tag in the "Funil" (Pipeline).
"Formulários" (Forms) on WhatsApp: offers the right form when data is missing.

Test tab

Test environment: nothing is sent to real leads.

Fields and filters

"Mensagem de teste" (Test message): Write as if you were a lead, or use one of the suggestions.

Buttons and actions

"Enviar" (Send): Sends the test message. If there is an unsaved change, it saves the draft first.
"Limpar" (Clear): Deletes the test conversation.

The test uses the same model and the same tools; usage appears in Usage as Test.
Why did it answer this way?: shows the intent, the agent, the source, the tool and the rule that decided the answer, and warns when part of it came from local rules.
When the agent hands over the conversation, the test shows who it was handed to or that the conversation was transferred to the team with the summary.

Usage tab

Fields and filters

"Período" (Period): The range in days for the statistics.

Result by agent type: the success metric changes with the type, and there is no per-agent measurement yet.
"Conversas" (Conversations), AI messages and Tokens; with "IA própria" (Own AI), Provider calls (the cost is charged by the provider); on the platform's AI, AI calls (the balance is charged per message, not per agent).
Messages per day in the last 30 days of the period, By task and By model.
On the main agent, the personas' A/B Test appears here.

Screen states

Loading: Skeletons of the columns while the agent loads; each tab shows its own loading state.
Nothing here yet: Sub-agents: No sub-agents. Follow-ups: No follow-ups yet. Knowledge: The Knowledge base is empty.
If something goes wrong: Notice that the instructions are saved, with the try again button. A failure to save or publish appears as a notice with the reason.
Agent already published with changes: The Unpublished changes badge; leads stay on the published version until the next publish.

Step by step

How to set up and publish an agent

Open the agent from the AI Agents list.
In the left column, check the Name the lead sees, the model, the channels and the type.
On the Training tab, choose the "Objetivo" (Goal) and write the Instructions.
On the Test tab, chat as a lead to check the answers.
Click Save draft and then "Publicar" (Publish), confirming in the dialog.

How to create an AI agent

Click Create agent.
Give the agent a name and choose the type.
Choose where to start from, the channel and the folder.
Click Create agent. It starts as a draft and only answers after it is published.

How to move an agent to another folder

Drag the card to the folder, or click More actions on the card.
Choose the folder in Move to… and click Move.

Frequently asked questions

Is there a limit on agents?

There is no limit per plan and no charge per agent. There is only a safety cap of 50 per account, which support raises at no cost.

Does deleting a folder delete the agents?

No. The agents go back to No folder and keep answering as before.

Help center guide

"Agentes de IA" (AI agents)

Create as many agents as you need, each with its own type, instructions and channel, and organize the list in folders.

Each agent has its own instructions, knowledge, tools and model, and answers a channel or joins a flow. The account used to have a single persona; now it has as many agents as you need.

Create an agent

Open the dialog: Click Create agent at the top of the screen.
Give it a name: The agent name is shown only to your team. The lead sees the AI name, which you set in the editor.
Choose the type: The type turns on the right platform agents for the job. You can adjust it later.
Choose where to start from: From your segment's template, blank, or from a copy of the main agent.
Say where it answers and which folder it goes in: The channel only moves to the agent when you publish it. Until then, the channel stays with whoever answers it today.

Sales (SDR): Qualifies, gives the hot, warm or cold band, negotiates and transfers when the lead wants to buy.
"Suporte" (Support): Answers from the Knowledge base, opens and updates Tickets and transfers on frustration or when a person is requested.
Post-sale / CS: Confirms delivery, runs the satisfaction survey, handles retention and asks for referrals.
Collections: Reminds of the due date, sends the 2nd copy of the bill and negotiates within the limits you set.
Scheduling: Schedules, confirms the day before and reschedules when the lead asks.
Reception (triage): Answers the general number, understands the subject and hands over to the right agent.
"Personalizado" (Custom): You choose which platform agents come in.

Organize in folders

Folders only organize the list: they do not change what the agents do. Click New folder, give it a name of up to 40 characters that does not exist yet and confirm.

To move, drag the agent card to the folder, or use the card's ⋮ menu and choose the folder in Move to…. The menu works with the keyboard.
Inside a folder, drop the card on Drop here to take it out of the folder to leave it without a folder.
To rename, use Rename in the folder's ⋮ menu or inside it. Enter saves and Esc cancels.
Search and order apply to the open folder.

Edit an agent

Click the agent name to open the editor. The left column holds the identity, where it answers, the behavior and the type; on the right are the Training, Sub-agents, Follow-up, Knowledge, Tools, Test and Usage tabs.

"Nome que o lead vê" (Name the lead sees): The AI name in the conversation. On a handoff, the lead starts seeing the name of the person who takes over, never this one.
Behavior: Human conversation pace, reading the images the lead sends, business hours and silence when the team replies. The rule that shows the name of the person who takes over on a handoff is always on.
This agent uses: The type preview: the platform agents that take part in the conversations of this agent. What you change shows as adjusted, and Back to the type default undoes it.
Knowledge: All sources in the Knowledge base or only the chosen ones, and the Company memory.
Tools: Each tool turned on is a permission: Calendar, actions that query your system, handing off to the team, CRM and forms.

Variables in the instructions

Use the variable buttons above the instructions to insert a variable at the cursor. In each conversation, it is replaced by the lead data. The How the agent reads it preview shows the text with sample values.

`{{nome_lead}}`: The name of the lead.
`{{telefone}}`: The phone number of the lead.
`{{empresa}}`: The name of your company.
`{{etapa}}`: The stage of the lead in the Pipeline.
`{{produto}}`: The product of interest.
`{{link_agenda}}`: Your calendar link, which you enter in the Calendar tool.
`{{nome_ia}}`: The name the lead sees.
`{{data_atual}}`: The date today.

Save draft and publish

Save draft keeps your changes without touching what the leads see: conversations keep the published version.
When there is a saved change that has not been published yet, the editor shows Unpublished changes.
Publish puts the new version to work in new conversations. A draft starts answering on its first publish.

Where the agent answers

Each channel or number has a single agent. Without a channel, the agent only joins through flows. Checking a channel that belongs to another agent today shows a notice, and the switch only takes effect when you publish.

How the conversation reaches the right agent

"Por canal ou número" (By channel or number) (the default): each channel has one agent. A channel without an agent stays with the main agent.
"Por triagem no mesmo número" (By triage on the same number): an agent of the "Recepção" (Reception) type answers the main number, understands the subject and hands over to the right agent.
"Por fluxo" (By flow): the "Agente de IA" (AI agent) node calls an agent at one point of the flow; "Vincular agente" (Link agent) pins the agent to the conversation.

The "Seus agentes" (Your agents) list shows, in the "Como a conversa chega ao agente certo" (How the conversation reaches the right agent) block, the agent of each channel and the first subjects of the Reception.

Reception: the triage

Create an agent of the Reception type: Put the main number on it, in "Onde atende" (Where it answers).
Choose where each subject goes: In "Para quem a Recepção passa" (Who the Reception hands over to), each subject has the agent that handles it. The Reception comes with the most common subjects, each one on the agent of the right type.
Choose the name the lead sees: "O mesmo nome do começo ao fim" (The same name from start to finish) or "O nome do agente que assumiu" (The name of the agent who took over).
Publish: From the next conversation on, the Reception does the triage and the conversation stays with the chosen agent until it ends.

Handover to another agent

When the subject changes in the middle of the conversation, the agent can hand over to another one. In the editor, under "Passagem para outro agente" (Handover to another agent), tick in "Pode passar para" (Can hand over to) the agents that can take over and choose what "O lead vê" (The lead sees): the same name (they do not notice the change) or the name of the new agent.

The context goes along: the new agent reads the history and the data already collected.
When in doubt, the conversation stays with the current agent.
In the Inbox, the conversation header shows the agent that is answering and changes at the moment of the handover. The team sees the note "Passou para…" (Handed over to…); the lead sees no note at all.
In the "Teste" (Test) tab, the handover shows in the test conversation and in "Por que respondeu assim?" (Why did it answer like this?).

Duplicate and pause

In the card ⋮ menu, Duplicate creates a copy as a draft, with no channel until you choose one.
Pause takes the agent out of service: conversations on its channels go to the main agent until you click Turn on.
The main agent cannot be paused: it handles what no other agent handles.

Sub-agents

A sub-agent does a single task inside the agent: spotting actions in the message, classifying the subject, saving a piece of data. On the Sub-agents tab, click Add sub-agent and fill in the name, when it runs (every message or only when something happens), its own instructions and the allowed actions.

It only does what is checked: add a tag, move to a Pipeline stage, call an outgoing webhook, call a "Consultar na hora" (Look up now) Action, save a variable and transfer to the team.
In an account that uses its own AI, each sub-agent can use a smaller model; if none is chosen, it inherits the agent's model.
The switch on the card turns the sub-agent on and off without deleting anything.

Agent follow-up

The Follow-up tab holds the messages the agent sends when the lead stops replying, only in this agent's conversations. The account's cadences stay on the Follow-up screen.

Fixed message: Goes out exactly as written. Use {{nome_lead}} and {{nome_ia}} for the lead's name and the AI's name.
Written by AI: The AI writes a follow-up based on the conversation so far, following the guidance you give.
"Frequência" (Frequency): Once per lead, every time the lead stops replying, or at most once a day.
"Esperar sem resposta" (Wait with no reply): How many hours or days without a reply before sending. Sending follows the account's business hours.

A new follow-up takes effect on the agent's next publish. Deleting takes effect right away: leads waiting for it no longer receive it. While the agent is paused, none of its follow-ups go out.

Test before publishing

In the Test tab, write as if you were a lead, or click one of the suggestions. The test uses the saved draft, with the same model and the same tools as live service, and nothing is sent to real leads. If there are unsaved changes, the editor saves the draft before testing.

Below the last reply, Why did it answer this way? shows the intent the AI understood, the Knowledge base source, the tool used and the path through the platform agents.
When the test asks for a person, the conversation shows the transfer and your name joining the conversation: on transfer, the lead sees the agent's name, never the AI's name.
Clear erases the test conversation and starts over.

How much the agent uses

The Usage tab shows, over 7, 30 or 90 days, the conversations the agent handled, the AI messages, the tokens and the AI calls, the messages per day and how much each task consumes. What came from the Test tab shows up as Test.

Main agent A/B test

The A/B test that used to live in Personas A/B is now in the main agent's Usage tab. Half of the new leads talk to variant A and half to variant B; each lead always stays in the same variant. A variant B conversation uses variant B's tone, offer, FAQ and the name the lead sees.

Open the Usage tab: In the main agent, click the Usage tab.
Create variant B: With no test running, click Create variant B (clone active persona). In Edit the variants you change what B says and turn the test on.
Follow the results: While the test runs, the A/B test card shows each variant's leads, conversion, first reply and handoff, and tells you when the difference is reliable.
End the test: When a variant wins, click Promote variant. To stop earlier, click End the test: variant A keeps serving every new lead and B is paused.

How many agents you can have

There is no limit per plan and no charge per agent. There is only a safety cap of 50 agents per account. From 45 on, the screen shows Ask for more: open a support ticket asking for the increase, at no cost.

What happens to the main agent?: It answers what no other agent answers. To remove it, choose another main agent first.
Does moving an agent between folders change any conversation?: No. The folder is only how the list is organized.