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Getting Started
Platform overview, login, profile, 2FA, interface tour, core concepts and onboarding with the Maestro Brain.
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Inboxes & Channels
WhatsApp Web and Cloud, Coexistence, groups/communities Hub, templates/flows/calls, website, email, social, voice and API.
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Conversations & Support
Conversation view, replies, notes, assignment, status, priority, labels, macros, canned responses, search, filters and SLA.
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Contacts & CRM
Contacts, import, segments, attributes, companies, pipelines/kanban/deals, orders registry and custom objects.
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Catalog & Commerce
Native catalog, sync and WhatsApp Business Catalog, sending products/orders in the conversation and e-commerce lifecycle.
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Payments
Connect a gateway (Asaas/Mercado Pago), create charges (PIX/boleto/card), subscriptions, discounts, paid scheduling and reports.
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Calendar & Scheduling
Connect Google Calendar, event types, availability, public booking page, reschedule/cancel, Meet and .ics.
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Tasks
Lists, board and calendar, subtasks, dependencies, recurrence, reminders, SLA, templates and the in-conversation panel.
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Follow-ups & Cadences
Sequences, steps, channels, composition, enrollment (manual/automation/event/inactivity/AI), funnel, exit and human-in-the-loop AI.
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Automation & Flows
Automation rules, macros, Flow Builder, smart routing, bots and Captain.
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Maestro AI & Account Brain
What Maestro is, voice onboarding, generative copilot (propose→confirm→execute), departments, risk, insights and per-module tools.
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Growth & Marketing Studio
Page/Form Builder, AI Studio, social publishing, Ads/CTWA/leadgen, launches, launch groups, social automation and Collaboration Network.
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Contracts & E-signature
Issuing companies, A1 certificate, templates, variables, auto-fill, internal/external signing, public page and validator.
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Sales & Gamification
Sales management, books of business, goals, goal-over-goal, gamification, leaderboard, rewards, commissions, wallboard and lead score.
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Media
Media library, folders, trash, storage meter and reusing files across any channel.
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Internal Chat
Channels, direct messages, announcements and sharing entities (conversations, contacts, deals) as cards.
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Reports & Analytics
Overview, conversations, agents, teams, labels, inbox, CSAT, SLA and per-module reports.
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Campaigns
Website campaigns, WhatsApp campaigns, HSM templates and variables.
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Administration & Settings
Account, agents, teams, roles and governance (RBAC), business hours, labels, attributes, integrations, audit, whitelabel, scripts and notifications.
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Platform & Operators
Super Admin (accounts, plans, license), installer/deploy, tenancy and operator topics. Operator-level content.
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API & Developers
REST API, tokens, webhooks, Custom Scripts SDK and per-module events.
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FAQ & Troubleshooting
Frequently asked questions, common errors (WhatsApp disconnected, pairing, failed payment), limits and anti-ban best practices.
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Popular articles
What other people are reading right now.
Subtasks, dependencies, recurrence and reminders
Overview Four features help you structure larger work and forget nothing: - Subtasks: split a big task into smaller steps, each with its own assignee and due date. - Dependencies: chain tasks together — a task can block another (or be blocked by it). While a blocker is still open, the dependent task shows a blocked badge. - Recurrence: repeat a task automatically on a cadence (daily, weekly, monthly or yearly). The next occurrence is created when the current one is completed. - Reminders: scheduled alerts (in-app or email) for you or the assignees, at a chosen date/time. Prerequisites - The Tasks module enabled for the account. - A task to which you'll add subtasks, dependencies, recurrence or reminders. - For email reminders, users need a valid email on the account. Step by step 1. Subtasks: open a task and add subtasks in the corresponding panel; each subtask can have its own assignee, due date and status. 2. Dependencies: on the task, define which tasks it blocks and which block it. The blocked badge shows while any blocker is not yet done or cancelled. 3. Recurrence: set the cadence (frequency, interval and, optionally, days of the week, an end date or a number of occurrences). When you complete the task, the next occurrence is generated. 4. Reminders: add one or more reminders with a date/time and a channel (in-app or email), pointing at you, another user or the assignees. 5. Track everything across the list/board/calendar views. Settings & options - Subtasks: inherit the parent's context but have a life of their own; they survive if the parent task is deleted (they're orphaned). - Dependencies: the "blocked" calculation considers blockers that are not yet done or cancelled. - Recurrence: the new occurrence clones assignees, list, labels and attributes, with shifted dates, and starts in the to do status. Generation is idempotent — it never duplicates occurrences. - Reminders: fire exactly once; a system reprocessing never resends the same reminder. Use cases - Break a customer onboarding into subtasks (contract, setup, training). - Enforce execution order with dependencies (only publish after review). - Automate recurring routines: weekly report, monthly close, yearly backup. - Schedule a reminder to resume a negotiation on an agreed date. Tips, limits & best practices - Avoid very deep dependency chains — they make the critical path hard to see. - A task cannot be its own ancestor; subtask cycles are blocked. - On recurring tasks, set a due date on the template task so the next occurrence is anchored correctly. - Schedule reminders with enough lead time to actually act. Troubleshooting - The "blocked" badge won't clear: check that the blocker is truly done or cancelled. - The next occurrence wasn't created: confirm recurrence is configured and the task was marked done (the occurrence is born on completion). - I didn't get the reminder: check the chosen channel (app/email), the date/time and whether the reminder has already fired. See also - Tasks overview - Views: lists, board and calendar - Task SLA and templates
🏢 Platform & OperatorsPlatform operators overview
Overview This category is for platform operators — those who administer the installation as a whole, not just a single account. It covers Super Admin topics (accounts, plans, license), installation and deploy, tenancy and provisioning of auxiliary services. Prerequisites - Super Admin access to the installation. - Infrastructure access (server/cluster) for install and deploy tasks. Step by step 1. Open the Super Admin panel to manage accounts, plans and license. 2. Use the install/deploy articles to provision or update the platform. 3. Configure tenancy and auxiliary services (for example, the WhatsApp Web gateway). 4. Monitor installation health and license validity. Settings & options - Accounts and plans: creation, limits and per-account features. - License: activation and the installation's license state. - Infrastructure: images, environment variables and services. Use cases - Operate an installation serving multiple accounts. - Provision new instances and keep updates current. Tips, limits & best practices - Restrict Super Admin access to the minimum necessary. - Keep backups and a rollback plan before every deploy. Troubleshooting - I don't see Super Admin: confirm your user has the installation operator role. - Feature unavailable: check plan/license and environment variables. See also - Super Admin: accounts, plans and license - Installer and deploy
🗨️ Internal ChatInternal Chat overview
Overview Internal Chat is your own team's conversation space inside ConversaLabs — a team chat (Slack/Teams style) that lives next to support but is completely separate from conversations with customers. It doesn't create tickets and never enters SLA, CSAT or support reports: it's internal, private communication between the agents in your account. With it, the team aligns day-to-day work, asks quick questions and shares context (a conversation, a contact, a deal) without switching tools. Internal Chat offers three ways to talk: - Channels — rooms by topic, team or project (public or private). - Direct messages — private 1-to-1 messages with another agent. - Announcements — broadcast channels where only authorized people post and everyone else reads. Prerequisites - The Internal Chat module enabled for your account (optional feature — if it doesn't appear in the sidebar, ask an administrator to turn it on). - An active user (agent) in the account. Internal Chat is for the team only — contacts and customers never take part. - To manage a channel's members and roles, be a channel owner/admin or an account administrator. Step by step 1. Open Internal Chat from the left sidebar. 2. See the list of channels and direct messages on the left, and select one to open the conversation. 3. Type in the message field at the bottom and send (the send key follows your profile preference — Enter or Ctrl/⌘ + Enter). 4. Use @ to mention a teammate and get their attention. 5. Attach files, record audio or react with an emoji, just like in a normal conversation. 6. To start a new topic, create a channel or open a direct message with another agent. Settings & options - Per-channel notifications: each member chooses to receive everything, mentions only or nothing, and can mute a channel. - Notification preferences: the Internal Chat types (mention, direct message and announcement) appear on your preferences page and can be enabled for the bell and email. - Channel avatar: set an image or an icon with a color to identify the channel at a glance. - Personal note: write a note visible only to you inside a channel, handy for reminders. - Members and roles: owner, admin and member, with permission to add/remove and promote/demote. Use cases - Coordinate the support team in real time without an external tool. - Ask a teammate for help on a customer and share the conversation as a card. - Post operational notices in an Announcements channel everyone reads. - Align sales: discuss a CRM deal or a charge right in the team chat. Tips, limits & best practices - Internal Chat is separate from Conversations: messages here never reach the customer. - Use private channels for sensitive topics and Announcements for official notices. - Tune each channel's notification level so you aren't distracted by everything. - Keep channels organized by topic/team so search and history stay useful. Troubleshooting - I don't see Internal Chat: the module may be disabled for the account or your role — talk to an administrator. - I can't add/remove members: this action requires being a channel owner/admin or an account administrator. - I'm not getting notifications: check the channel's notification level, whether it's muted, and your bell/email preferences. See also - Channels, direct messages and announcements - Share entities as cards
🏆 Sales & GamificationSales & Gamification overview
Overview The ConversaLabs Sales & Gamification module turns your support operation into a measurable, motivated sales machine. In one place it brings together sales management (per-rep customer portfolio, goals and distribution), gamification (leaderboard, points, levels, leagues, badges and trophies), the rewards economy (coins and a prize catalog), commissions and a real-time wallboard to display the live ranking. The key differentiator: the numbers come from real product events. When a deal is won in the CRM, a payment is confirmed, a catalog sale happens, an appointment is booked or a follow-up converts, the module records points automatically — no manual spreadsheet entry. The platform also includes Engagement & Lead Score, which measures each contact's engagement and computes a configurable lead score. Prerequisites - An active ConversaLabs account with the Sales & Gamification module enabled (optional feature, turned on by an administrator/operator). - For the engagement and lead-scoring features, the Engagement & Lead Score module must also be enabled. - An access role with the sales management permission to configure goals, rewards and commissions. Reps usually get a role with access to their own portfolio and ranking. - Real events flowing through the platform (CRM deals, payments, bookings, etc.) so the scoreboard has something to score. Step by step 1. Ask an administrator to enable the module for your account. 2. Define the sales access roles (for example, rep and sales manager) and assign them to the team. 3. Organize the customer portfolio: each rep now owns their contacts, conversations and deals. 4. Create your first goals (and, if you like, goal-over-goal tiers) per period. 5. Turn on gamification: confirm the point sources, badges and the leaderboard. 6. Build the rewards economy (coins and catalog) and/or the commission plans. 7. Open the wallboard on an office TV or share the display link. 8. Track the Reports to measure attainment, payout and progress. Settings & options - Sales management: portfolio, per-rep isolation, transfer, distribution and goals. - Gamification: leaderboard, points, levels, leagues, contests, badges and recognition. - Rewards: coins, prize catalog and redemption queue. - Commissions: plans with tiers, accelerators, SPIFs, clawback and statements. - Wallboard: scenes, animations, a read-only display token and visual branding. - Engagement & Lead Score: event catalog, point groups, weights and the timeline. Use cases - Give each rep a private portfolio and measure individual results precisely. - Create healthy competition with a live ranking on the wallboard and team rewards. - Reward behaviors (not just sales) with coins redeemable for prizes. - Pay commissions transparently, with auditable statements. - Prioritize the hottest leads by their engagement score. Tips, limits & best practices - Start with goals and one or two point sources; add complexity gradually. - Keep the rules visible to the team — gamification works when it's transparent. - Use the wallboard as a daily ritual (morning/afternoon) to keep engagement high. - Remember points derive from real events: make sure the CRM, Payments and Calendar are being used correctly. Troubleshooting - I don't see the module: it may not be enabled for your account or your access role — talk to an administrator. - The scoreboard is empty: confirm there are active goals in the period and that events (deals, payments) are happening in the platform. - A rep can't see another rep's portfolio: that's expected — per-rep isolation is intentional. See also - Sales management: portfolio, per-rep isolation and goals - Goal-over-goal and collective team rewards - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO) - Engagement & Lead Score
📥 Inboxes & ChannelsInboxes and channels overview
Overview In ConversaLabs, an inbox is where conversations from a channel arrive for your team to handle. Each inbox represents one connected channel — for example, a WhatsApp number, your website widget, an email account or a social media page. You can have as many inboxes as you need, each with its own assignment rules, business hours and responsible team. Centralizing every channel into inboxes means your agents handle everything in a single screen, with a unified history per contact, no matter where the message came from. Prerequisites - An active ConversaLabs account. - An administrator role to create and configure inboxes (agents only handle conversations). - For each channel, its specific requirements (a WhatsApp number, a Meta account, an email server, etc.), detailed in each channel's article. Step by step 1. Go to the account Settings area. 2. Open the Inboxes section and start creating a new inbox. 3. Choose the channel type you want to connect (WhatsApp, Website, Email, social, Voice, API). 4. Follow the connection wizard specific to the chosen channel. 5. Assign the agents and teams that will handle this inbox. 6. Adjust the settings (business hours, auto-assignment, greeting, CSAT) as needed. Settings & options The platform offers the following channel types, each with its own article in this category: | Channel | What it's for | | --- | --- | | WhatsApp Web (ZuckZapGo) | Connect a number via QR pairing, no official API | | WhatsApp Cloud (Embedded Signup) | Official number via Meta's API | | Coexistence | Sync history and contacts from the official app into Cloud | | WhatsApp Hub | Groups, communities, channels and status | | WhatsApp Inbox Suite | Templates (HSM), Flows and Calls inside the inbox | | Website / Widget | Live chat on your website | | Email | Email support via forwarding or IMAP/SMTP | | Social | Facebook Messenger, Instagram and TikTok | | Voice | Voice calls and AI calls | | API | Generic channel for custom integrations | Use cases - Run multiple WhatsApp numbers and the website on the same screen, without switching apps. - Split inboxes by team (Sales, Support) with distinct assignment rules. - Connect a number via WhatsApp Web to get started fast, then migrate to the Cloud API later. Tips, limits & best practices - Start with one well-configured channel before connecting all the others. - Name each inbox clearly (e.g. "WhatsApp Sales", "Website Support"). - Some channels and features depend on permission, plan or activation — check the prerequisites in each article. Troubleshooting - I can't create an inbox: confirm your user is an administrator. - I don't see a channel type: the channel may not be enabled for your account — talk to whoever runs the operation. See also - Connect WhatsApp Web via QR (ZuckZapGo) - WhatsApp Cloud with Embedded Signup - Website channel with chat widget - Inbox settings
📥 Inboxes & ChannelsEmail channel: forwarding and IMAP/SMTP
Overview The Email channel turns incoming emails into conversations inside the platform. Your team replies from the same panel as every other conversation, with per-contact history, assignment, internal notes and automations — no need to open a separate email client. There are two ways to connect: by forwarding (you redirect emails to an address generated by the platform) or by IMAP/SMTP (the platform reads from and sends through your own mailbox directly). Pick whichever fits your operation best. Prerequisites - An administrator profile to create the email inbox. - A dedicated support email address (for example, support@yourcompany.com). - For IMAP/SMTP mode: your mailbox server details (host, port, username and password or app password) and IMAP/SMTP access enabled at your provider. Step by step 1. Under Settings → Inboxes, create a new inbox and choose Email. 2. Enter the name and the support email address. 3. Choose the connection mode: - Forwarding: the platform generates a receiving address. In your email provider, set up a forwarding rule from your support address to that generated address. - IMAP/SMTP: enter the incoming (IMAP) and outgoing (SMTP) server details. 4. Save and send a test email to the support address. 5. Confirm the email shows up as a new conversation in the inbox and reply from there. Settings & options - Connection mode: forwarding or IMAP/SMTP, as chosen at creation. - Outgoing server (SMTP): used to send replies from the platform with your address. - Signature and identity: configure how your name and address appear to the recipient. - Conversation threading: replies on the same subject/thread are grouped into one conversation. Use cases - Centralize email support alongside WhatsApp, website and social channels. - Route messages from a corporate address (support@, sales@) to the right team. - Apply automations and auto-assignment to incoming emails. Tips, limits & best practices - Prefer a dedicated support address so it doesn't mix with a personal inbox. - On providers with two-step verification, use an app password for IMAP/SMTP. - Test both sending and receiving before sharing the address with customers. Troubleshooting - Emails don't arrive: review the forwarding rule or the IMAP details; check the destination's spam folder. - Can't send replies: verify SMTP host, port and credentials, and that the provider allows sending from external apps. - Duplicate conversations: make sure only one forwarding rule is active for the address. See also - Website channel with live chat widget - API channel for custom integrations - Inbox settings - Overview of inboxes and channels