Getting Started
By Conversa Labs
By Conversa Labs
Platform overview, login, profile, 2FA, interface tour, core concepts and onboarding with the Maestro Brain.
Conversa Labs platform overview
Overview Conversa Labs is an omnichannel support, sales and automation platform. In a single place you bring together every conversation from your channels (WhatsApp, website, email, social and more), organize your contacts, track deals in the CRM, collect payments, schedule appointments, run follow-up cadences and automate flows — powered by the Maestro AI. The platform combines the native capabilities of a modern conversation hub with dozens of additional Conversa Labs modules (WhatsApp Web/Hub, Payments, CRM, Calendar, Follow-ups, Catalog, Sales & Gamification, Contracts, Growth, Flow Builder and more). You enable only what you need. Prerequisites - An active Conversa Labs account and a user with access. - An up-to-date browser (Chrome, Edge, Firefox or Safari). - For specific channels and modules, the matching permissions and integrations (detailed in each category of this Help Center). Step by step 1. Sign in with your email and password. 2. Get to know the left sidebar: it's how you move between Conversations, Contacts, Reports and the enabled modules. 3. Connect your first Inbox (for example, a WhatsApp number). 4. Import or create your Contacts. 5. Enable the modules that make sense for your business (CRM, Payments, Calendar, etc.). 6. Use Maestro to speed up onboarding and day-to-day operations. Settings & options - Account: company details, language, time zone and branding. - Inboxes: one channel per inbox, with its own assignment and business-hours rules. - Agents and teams: who handles conversations, with which permissions and in which teams. - Modules: each module has its own settings area, described in the matching category of this Help Center. Use cases - Centralize support across multiple WhatsApp numbers and the website in a single screen. - Turn conversations into deals in the CRM and bill them with Payments. - Schedule meetings and services with the Calendar and recover opportunities with Follow-ups. - Scale marketing and sales with Growth, Campaigns and Gamification. Tips, limits & best practices - Start simple: connect a channel and organize contacts before enabling every module. - Enable modules incrementally so your team can absorb each addition. - Respect each channel's limits (for example, WhatsApp anti-ban best practices). Troubleshooting - I can't sign in: check your email/password and see the login, profile and 2FA article. - I don't see a module: it may not be enabled for your account or your access role — talk to an administrator. See also - Access, profile and security (2FA) - Getting to know the interface - Core concepts - Onboarding with the Maestro Brain
Access, profile and security (2FA)
Overview You sign in to Conversa Labs with your email and password. In your profile you adjust your name, photo, language and notification preferences, and you can strengthen security by enabling two-factor authentication (2FA). Prerequisites - An invitation or an account already created on the platform. - For 2FA: an authenticator app (Google Authenticator, Authy, 1Password, etc.). Step by step 1. Open the login page and enter your email and password. 2. Forgot your password? Use Forgot password to receive a reset link by email. 3. In the top corner, open your profile menu and click Profile settings. 4. Update your name, photo, language and notification preferences. 5. To enable 2FA, open the security section, scan the QR code with your authenticator app and confirm the generated code. 6. Store the recovery codes somewhere safe — they unlock access if you lose your device. Settings & options - Profile: display name, avatar, interface language and signature. - Password: periodic password changes are recommended. - 2FA: enable/disable and regenerate recovery codes. - Notifications: email and browser/app notifications. Use cases - Standardize agent names and photos for a professional support identity. - Require 2FA to protect accounts with administrative access. Tips, limits & best practices - Enable 2FA especially for administrators and operators. - Never share your password or recovery codes. - Use a valid corporate email to receive resets and alerts. Troubleshooting - I didn't get the reset email: check spam and confirm the email is correct. - I lost access to my authenticator: use a recovery code or ask an administrator to reset your 2FA. See also - Conversa Labs platform overview - Getting to know the interface
Getting to know the interface
Overview The Conversa Labs interface is designed so you find everything fast. The main navigation lives in the left sidebar; content shows on the right, and quick actions (search, notifications and profile) are always within reach. Prerequisites - Be signed in to the platform. Step by step 1. Sidebar: switch between Conversations, Contacts, Reports and the enabled modules (CRM, Payments, Calendar, etc.). 2. Account switcher: if you have access to more than one account, switch here. 3. Search: quickly find conversations, contacts and articles. 4. Notifications: keep up with new messages, mentions and assignments. 5. Profile menu: access personal settings, availability and logout. 6. Settings area: manage inboxes, agents, teams, labels and integrations. Settings & options - Theme: light/dark where supported. - Language: set in your profile. - Keyboard shortcuts: speed up common support actions. - Side panels: in a conversation, panels for contact, CRM, tasks and more (per enabled modules). Use cases - Switch quickly between support queues and the CRM without losing context. - Use search to locate an old conversation in seconds. Tips, limits & best practices - Customize the order of side panels to match your workflow. - Learn the keyboard shortcuts to work faster. Troubleshooting - An item is missing from the sidebar: the module may be disabled or outside your access role. - The interface looks outdated: reload the page to get the latest version. See also - Conversa Labs platform overview - Core concepts
Core concepts
Overview To use Conversa Labs well, it helps to know a few terms that recur throughout the platform. They form the foundation the modules build on. Prerequisites - None. This is a conceptual guide. Step by step Get to know the core concepts: 1. Account: your company's space on the platform. Everything (inboxes, contacts, conversations) belongs to an account. 2. Inbox: represents a connected channel — for example, a WhatsApp number, a website widget or an email account. 3. Channel: the inbox type (WhatsApp, website, email, social, API, voice). 4. Agent: the user who handles conversations, with permissions defined by their role. 5. Team: a group of agents for organization and routing. 6. Contact: the person on the other side of the conversation, with their data and history. 7. Conversation: the message thread between a contact and your operation, with status, priority and an assignee. 8. Label: a marker to classify conversations and contacts. Settings & options - Custom attributes: extra fields on contacts and conversations for your business. - Conversation status: open, pending, snoozed or resolved. - Assignment: manual or automatic (round-robin/balanced) per inbox/team. Use cases - Route a channel's conversations to the right team. - Use labels to separate questions, sales and support. - Enrich contacts with custom attributes to segment campaigns. Tips, limits & best practices - Standardize labels from the start to keep reports consistent. - Use teams to mirror your real support structure. Troubleshooting - Conversation with no assignee: review the inbox's assignment rules. - Duplicate contact: check identifiers (phone/email) to avoid duplicates. See also - Conversa Labs platform overview - Getting to know the interface - Onboarding with the Maestro Brain
Onboarding with the Maestro Brain
Overview The Maestro Brain is your account's intelligence in Conversa Labs. During onboarding it speeds up the initial setup: you describe your business (by voice or text) and Maestro proposes and provisions the basics — such as departments/teams and initial settings — so you can start operating faster. Prerequisites - An account with Maestro enabled. - Administrator permission to apply provisioning. Step by step 1. The first time you open the account, start the Maestro Brain onboarding assistant. 2. Describe your business: what you do, how you serve customers and which areas/departments exist. You can dictate by voice or type. 3. Review the suggestions Maestro generates (for example, departments and initial settings). 4. Click Apply to provision what was suggested into your account. 5. Adjust anything you need and continue connecting channels and enabling modules. Settings & options - Voice input: dictate the information instead of typing. - Review before applying: nothing is provisioned without your confirmation. - Non-destructive provisioning: Maestro fills in what's missing without overwriting what already exists. Use cases - Quickly configure a new account with a basic department structure. - Standardize onboarding for new operations with just a few questions. Tips, limits & best practices - The clearer your business description, the better the suggestions. - Always review before applying; you can adjust everything afterward. - Onboarding is a starting point — go deeper on each module in this Help Center's categories. Troubleshooting - The assistant won't open: confirm Maestro is enabled and that you have administrator permission. - Apply provisioned nothing: review the suggestions and try again; check any error messages shown in the assistant. See also - Conversa Labs platform overview - Core concepts
AI onboarding: your workspace ready in minutes
Overview Generative onboarding makes your account start ready to operate: instead of building from scratch, the platform assembles a complete workspace personalized for your segment — custom attributes, labels, sales pipelines with stages, automations, canned responses in your brand's voice, teams, follow-ups, tasks, catalog and the AI agent. There are three ways to get there: 1. Automatic — the account is created with your full signup data and the workspace is prepared in the background. On first login you see the "Your workspace is ready" summary with everything that was created and the option to keep or undo it. 2. Guided assistant (wizard) — on first login you go through simple steps: business context (with voice dictation on every field), an optional AI interview, a review of what will be created and a live, item-by-item application. 3. Via API — for integrators: a single call creates the account with an admin user and the full setup (see the API & Developers category). Prerequisites - The onboarding mode is defined by the platform operator (automatic, guided or off). - For maximum AI personalization, the Maestro brain must be configured by the operator. Without it, onboarding uses ready-made vertical templates per segment — it never gets blocked. - Only account administrators can generate, apply or undo the setup. Step by step (guided assistant) 1. Context: confirm your business data (name, website, segment, size, main channels, goals, tone of voice). Every text field accepts voice dictation. 2. Interview (optional): talk to the AI by voice or text to detail your operation. 3. Generation: the AI drafts the workspace proposal for your segment. 4. Review: each section appears as an editable card — labels with colors, pipeline stages, automations with condition/action summaries, teams, canned responses and attributes. Toggle whole sections off or edit items before approving. 5. Application: watch each item being created live. A failing item never blocks the others. 6. Done: invite your team (invitations are sent immediately), see the first steps and follow the guided tour through the activated modules. The "Skip setup" button is always visible — it takes you to the standard account flow. Settings & options - Vertical templates: clinic & health, e-commerce, real estate, education, services and a general template. The segment from your signup selects the template automatically. - Undo setup: on the post-provisioning summary, "Undo setup" removes only what onboarding created — nothing you created afterwards is touched. Type undo to confirm. - Retry: if any item fails, reapply only the failing items. Use cases - A clinic starts with a patient pipeline, scheduling labels, appointment reminders and canned responses carrying the clinic's name — with zero manual configuration. - An e-commerce store starts with an orders pipeline, exchange/return labels and automations referencing WhatsApp and Instagram, the real channels informed at signup. Tips, limits & best practices - The more complete your business context, the better the personalization (names, vocabulary, tone). - Setup respects per-section safety caps (e.g. up to 30 labels, 10 pipelines, 25 automations). - Reapplying never duplicates: existing items are skipped automatically. - The generated workspace is a starting point — adjust everything later in the modules as usual. Troubleshooting - "Generated with your segment's default template": the AI was unavailable; the vertical template was applied. You can regenerate later with the AI active. - Item failed during application: use "Retry" to reprocess only the failing items. - I don't see the assistant: the mode may be off for your installation, or your account already finished onboarding. See also - Onboarding with the Maestro Brain - Guided tours - Admin center: Maestro & AI
How to report a problem (bug, improvement or idea)
Overview You can report a problem, suggest an improvement, or send an idea without leaving the platform. The Report a problem button (bug icon 🐞) sits at the bottom of the sidebar. Once you submit, the report goes straight to our product team and you can follow progress in the My reports tab. Prerequisites - Be signed in. Any account member can send a report. - The feature must be enabled for your account (it is on by default). Step by step 1. In the sidebar, click Report a problem (🐞). 2. Choose the type: Bug, Improvement or Idea. 3. Write a short title and a description (what you expected vs. what happened; steps to reproduce help a lot). 4. Pick the severity (Low, Medium, High, Urgent). 5. (Optional) Use the capture tools — see below. 6. (Optional) Review Advanced diagnostics and tick the consent box. 7. Click Send report. Capture tools - 📷 Screenshot — captures the current tab in high fidelity (your browser asks to share this tab — confirm) and opens the editor, where you can draw highlight rectangles and arrows and hide sensitive data (a solid block — the information is removed for good). - 🎯 Select component — hover and click the element that's broken; we record which component it is plus a sharp crop of the screen that you can still annotate and redact. - ⏺️ Record screen — record a short video reproducing the problem (up to 2 minutes). When you stop, the reviewer opens: you can review the recording, trim the start/end and hide sensitive areas before attaching. - 📎 Attach file — attach images, videos or log files. Tap any thumbnail to reopen the editor (images) or the reviewer (videos) and adjust it again before submitting. Advanced diagnostics To speed up the fix, every report always includes technical details: browser, device, performance, console logs and recent network failures. Your account, plan, license and app version are added on the server. The Advanced diagnostics panel shows exactly what is collected — you can inspect the logs — for full transparency. Privacy and collected data (LGPD/GDPR) Diagnostic data is processed based on your consent and used solely to diagnose and fix the reported problem. Before any diagnostic data is sent, you must accept the terms — the acceptance is recorded (date, terms version) for transparency. We automatically mask sensitive information (tokens, passwords, emails, IDs, phone numbers) in logs, and you can hide areas of screenshots. Full details are in the platform's Terms of Use and Privacy Policy. Tracking the status Open the button again and go to the My reports tab. Each report shows the current status (Submitted → Received → Accepted → In progress → Resolved) and, when available, a link to the issue. What each status means: | Status | What happened | |---|---| | Submitted | The report left your screen and is on its way to the team. | | Received | It reached the team and entered the triage queue. | | Accepted | The team read it, acknowledged the problem and queued the work. Not started yet. | | In progress | Someone is working on it right now. | | Resolved | The fix is done. | | Closed | The report ended without a fix (duplicate, not reproducible, or out of scope). | The status updates on its own: when the support team closes your report, it turns Resolved on your screen within minutes — you don't have to ask. Next to it, a read-only Supplier label shows where the Conversa Labs support team stands in triage. Talking about the report Click the report to open its detail. That is where the conversation lives: the support team's replies and yours. - Read the team's reply. When support answers, the message shows up in the report's conversation. - Reply back. Type in the field at the end of the conversation and send — your reply reaches the team alongside the original report, with all the diagnostics already attached. - If sending fails, the message is flagged and you can resend it with one click. Nothing is lost. Not every internal team comment becomes a message to you — only what the team chooses to publish. Notifications You are notified in the platform bell (and by push, if enabled on your device) when: - your report is resolved; - the team replies on the report. Clicking the notification opens the right report, already on the conversation. To turn these on or off, go to Profile → Notifications. Troubleshooting - The button doesn't show up: the feature may be disabled for your account — ask your admin. - Screenshot/recording won't start: your browser asks to share this tab — confirm to capture in high fidelity. Some browsers (or private mode) block capture; in that case the button hides and you can attach a file instead. - I can't submit: make sure you filled the title and ticked consent (required, since the report includes the diagnostic data). See also - Platform core concepts - Login, profile and 2FA
Interactive guided tours
Overview Interactive guided tours are a step-by-step walkthrough layered on top of the Conversa Labs screen itself: the platform dims the background, spotlights the item in focus (the sidebar, a button) and shows a tooltip explaining what to do there. Unlike the static "Getting to know the interface" article, here you are guided through the real interface, clicking and advancing one step at a time. Tours are role-aware: there are distinct first-run tours for agents and for administrators, each highlighting what matters to that profile. On top of that, there are per-module tours — CRM, Calendar, Payments, WhatsApp Hub, Contacts, Reports and more — so you can explore each area at your own pace. Prerequisites - The Guided tours feature (guided_tours) enabled for the account. Without it, no tour appears. - A signed-in user. - The set of per-module tours follows the modules enabled on the account and your access profile. Step by step 1. First login: if automatic start is enabled, the first time you sign in the welcome tour starts on its own — the admin tour if you are an admin, or the agent tour otherwise. 2. Move through the steps: each step is anchored to a real spot on screen (sidebar items such as Conversations and Notifications) or centered (welcome and finish screens). Use the buttons to go to the next/previous step. 3. Watch the videos: some steps include a short tutorial video to complement the text. 4. Leave anytime: you can skip or dismiss the tour whenever you like. 5. Reopen a tour: use the command bar (⌘K) and search for the tour you want, or click the tours launcher (graduation-cap icon) in the sidebar. If the tour was already completed, it is played again (replay). 6. Manage the account: with account-settings permission, go to Settings → Onboarding & Tours to enable or disable automatic start and, after confirmation, re-present tours to everyone. Settings & options - Per-user progress: each tour's state (completed, dismissed or in progress) is saved in your preferences (ui_settings.product_tours). A tour in progress resumes where you left off. - Resume where you stopped: if you closed it midway, the tour returns to the last step you saw. - Tutorial videos by language: managed by the operator in Super Admin → Tour videos. Each step-and-language combination (en, pt_BR or es) can have its own video. The platform requests the current dashboard language; when there is no exact version, it uses English and then another available version in a deterministic order. Legacy records without a language keep working until the migration is applied. - Account-wide automatic start: in Settings → Onboarding & Tours, the administrator decides whether unseen tours may start on their own (custom_attributes.guided_tours.autoplay). Turning it off does not hide or delete tours: the launcher, command bar and replay remain available. - Reset for the whole account (admin): an administrator can re-present the first-run tours to every user from Settings → Onboarding & Tours. After confirmation, the server stamps a marker (custom_attributes.guided_tours.reset_at): any progress earlier than that date is treated as "unseen" without deleting individual history. Tours only start automatically when automatic start is enabled. - New tour version: when a tour is updated, it is treated as new again. Use cases - Onboarding new agents: the agent tour introduces the inbox and conversations right on the first login, with no manual training. - Refreshing the team after a major update: the administrator resets the tours for the whole account and everyone sees the updated walkthrough again. - Learning a specific module: open the CRM, Calendar or Payments tour from the launcher the first time you use that area. - Operating commerce history safely (admin): the Catalog tour shows where to preview and explicitly select earlier Hotmart or Kiwify sales, inspect or undo an eligible import, and review or replay catalog webhook deliveries. The Settings tour points to the account webhook delivery history; role, permission and feature gates still apply to every step. Tips, limits & best practices - You can skip or dismiss the tour at any time — it never blocks your work. - Agents and administrators see different tours; it is normal for a colleague to see another sequence. - Tours only appear when the Guided tours feature is on for the account. - To revisit content, prefer the replay via ⌘K or the launcher instead of hunting for the article — the tour shows the real screen. Troubleshooting - The tour did not appear on first login: check that the Guided tours feature is enabled, that automatic start is enabled, that you have not already completed/dismissed it, and that the tour matches your role (agent vs administrator). - I want to see it again: open the command bar (⌘K) and search for the tour, or use the tours launcher (graduation-cap icon) in the sidebar — completed tours play as a replay. - A module tour is not in the list: the module may be disabled on the account or outside your access profile. - I want to re-present it to everyone: an administrator can reset the first-run tours for the whole account in Settings → Onboarding & Tours. The action asks for confirmation. See also - Getting to know the interface - Onboarding with Maestro Brain