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**](/tato-docs-en/platform/workspaces/digital-workspace.md). **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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://portal.tatodesk.com/tato-docs-en/platform/service/digital-service/configuration/general-settings.md?ask=