M
Michael Gomes
1 ️ ▼ Organization and Usability
Nowadays, the conversation environment is visually confusing and mixes all types of messages (WhatsApp, SMS, Instagram, etc.) into a single flow.
Proposal:
Create smart tabs or filters by communication channel (WhatsApp, Instagram, SMS, Email, etc.);
Allow separate viewing by connected WhatsApp number, ideal for accounts with multiple numbers;
Add a column view mode (similar to service CRMs), making it easier to follow multiple conversations simultaneously;
Option to “Favorite” or “Pin” important conversations at the top of the list.
2 ️ № Closing Conversations and History
Today, all conversations remain open indefinitely, creating disorganization.
Proposal:
Add the “Finish Conversation” button, which archives the chat and removes it from the main screen;
Allow you to configure automatic closing time (e.g., 24 hours after the last message);
Create archived conversation history, accessible only by authorized users;
Set by configuration whether only the original attendant can view previous conversations, maintaining privacy and internal control.
3 ️ ▼ Personalization and Intelligent Attribution
Proposal:
Implement intelligent service routing (securitization) - when a customer contacts you again, the system automatically forwards it to the same attendant that served them last time;
If the attendant is offline, allow automatic redirection to another team member or waiting line;
Allow transfer blocking in specific conversations (useful for sensitive cases).
4 ️ ▼ Forwarding and Sectors
Proposal:
Create department or sector structure (Commercial, Support, Financial, etc.);
The attendant can forward the conversation to another sector or person, with an optional field for internal observation (without appearing to the customer);
Create a visualization of queues by sector, so that managers can see the volume and average response time of each team.
5 ️ ▼ Automatic Rating and Feedback
Proposal:
After completing a conversation, the system can automatically send a satisfaction survey (NPS) via WhatsApp or e-mail;
Direct integration with the CRM to record the NPS score on the contact;
Generation of automatic service reports (average response time, satisfaction index, number of completed calls, etc.).
6 ️ ▼ Complementary Suggestions (to add even more value)
🔹 Customizable quick messages by sector (e.g. welcome, follow-up, farewell scripts).
🔹 Individual focus mode, where the attendant views only your active conversations.
🔹 Integration with assistive AI, suggesting automatic responses based on conversation history.
🔹 Visual indicators (icons, status, tags) to identify the conversation stage — “new”, “in service”, “waiting for a customer”, “completed”.
🔹 Team performance dashboard, showing productivity, response rate, and average time per attendant.
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