General Settings
Customize the behavior of the digital service through general settings.
Here you enable or disable specific features of digital service, controlling aspects such as automatic messages, feedback requests, queue behavior and information sending.
Each setting has a button next to it that turns the options on and off according to the operation's needs.
How to Access
Access: Service / Digital Service / General Settings, as shown in Figure 1:
Figure 1: General Settings.
Available Settings
Hovering over the blue exclamation mark lets you read the summary of each available setting and its impact on the operation:
Figure 2: Available Settings.
Shall we get to know each of the available settings in more detail?
1. Show initial service message
Description: When enabled, it automatically sends the defined initial service message here. This is the message indicating that the service has entered the queue.
Recommended use: Enable to inform the customer that they will be served soon, keeping them engaged.
Example message: Please wait a moment. I will call someone available to continue your service. There is 1 person ahead of you. Also note the protocol number of our conversation: 20251110084851266
2. Show service completion message
Description: When enabled, it automatically sends a closing message when the human agent ends the conversation and the customer returns to the bot. It is defined here.
Recommended use: Enable to provide an appropriate closure, informing that the service has been concluded.
Example message: Your service with protocol 20251022144851943 has been completed.
3. Ask if the issue was resolved
Description: When enabled, the system automatically asks the customer whether the issue was resolved at the end of the human service. It is defined here.
Recommended use: Enable as a complement to the service completion message.
Example interaction: Was your request resolved? Yes or No. Attention: this response will be linked to the service for later consultation in the service report here.
4. Request service completion feedback
Description: When enabled, it automatically sends a satisfaction survey to the customer after service completion.
Recommended use: Enable to collect ratings and measure service quality through the customer's perception.
Survey example: How would you rate the service you received? With options from Terrible to Excellent.
5. Download conversation at the end of service
Description: When enabled, it automatically makes a link available for the customer to download the complete conversation as a PDF after closure.
Recommended use: Enable when customers need a formal record of interactions for proof or documentation purposes.
Impact: Increases transparency and trust by allowing the customer access to the full history of their service.
6. Request contact form outside business hours
Description: When enabled, it displays a data capture form when the customer attempts contact outside the human team's service hours.
Recommended use: Enable to capture leads even outside business hours, allowing the team to follow up later.
Impact: Prevents loss of opportunities and ensures no customer is left without a response.
7. Notify the customer of their position in the queue
Description: When enabled, it automatically informs the customer of their position in the waiting queue.
Recommended use: Enable to improve the waiting experience, reducing anxiety and abandonment.
Example message: Please wait a moment. I will call someone available to continue your service. There are two people ahead of you. Also note the protocol number of our conversation: 20251110141347746.
Attention: The message is sent every five minutes, which can have the opposite effect in case of a very large queue.
8. Queue position by department
Description: When enabled, the queue position notification is specific to each department, not the general queue.
Recommended use: Enable when there are multiple departments with independent queues to provide more accurate information.
Impact: Improves transparency by showing the real position in the specific queue of the requested department.
Attention: The message is sent every five minutes, which can have the opposite effect in case of a very large queue.
9. Allow NPS survey request
Description: When enabled, it allows sending Net Promoter Score (NPS) surveys to customers after services.
Recommended use: Enable to measure customer loyalty and identify promoters and detractors of your company.
Impact: Provides a strategic metric of satisfaction and recommendation for the company.
10. Show session messages
Description: When enabled, it displays the entire conversation history of the current session (last 24 hours) to the agent in the Digital Workspace.
Recommended use: Enable to give the agent full context about the customer's previous interactions on the same day.
Impact: Improves service quality by avoiding repetition of information already provided.
11. Private sending of physical documents
Description: When enabled, documents sent by the customer are visible only to the current agent, not to the whole team.
Recommended use: Enable when privacy is required for sensitive documents (ID, tax ID, bank statements).
Impact: Increases security and LGPD compliance by restricting access to sensitive data.
12. Send agent's name
Description: When enabled, it automatically includes the agent's name in messages sent to the customer on WhatsApp and Webchat.
Recommended use: Enable to humanize service and create a closer relationship with clear identification.
Example: Messages appear above the message.
Saving Settings
After enabling or disabling the desired settings, click the Confirm button at the bottom of the page to save all changes, as shown in Figure 3:
Figure 3: Confirm Button.
Attention: Changes only take effect after clicking Confirm. If you leave the page without confirming, the changes will be lost.
Best Practices
Recommended Settings to Start
For a standard quality operation, we recommend enabling:
Show initial service message
Show service completion message
Ask if the issue was resolved
Request service completion feedback
Send agent's name
Enable as needed:
Request contact form outside business hours - For operations that do not run 24/7
Queue position by department - For companies with multiple independent departments
Allow NPS survey request - For strategic satisfaction monitoring
Use Cases
General Settings are especially useful for:
Standardization of the experience - ensuring that all services follow the same communication and flow standards.
Improvement of customer satisfaction - through automatic messages, queue transparency and feedback requests.
Operational optimization - enabling features that reduce manual work for agents.
Collection of quality metrics - enabling satisfaction and NPS surveys for strategic analysis.
Expectation management - informing queue position to reduce abandonment.
Humanization of service - identifying agents by name and personalizing messages.
Lead capture outside business hours - ensuring that no contact is lost even without available agents.
Documentation of interactions - allowing customers to have records of conversations when necessary.
Contextualization of services - showing session history so agents have complete information.
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