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.