Heyoo Academy · Para quem atende
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O guia do atendente: o essencial, sem o que não é da sua alçada.
16 de 16 aulas publicadas
Comece aqui
Entrar, se situar e entender o que o seu cargo libera.
Signing in as an agentYour first sign-in, the difference between your account and the administrator's, and where you land.
3 min
Your profile and preferencesPhoto, name, password, language and notifications — what is yours and only you can change.
3 min
What your role allowsWhy your menu differs from a colleague's — and what to do when access is missing.
3 min
Atender
A rotina no Inbox.
The agent InboxThe screen where you spend the day: queues, filters, assignment and the right order to work through it.
3 min
Replying and using quick repliesText, media, audio, quoting and the shortcuts that save half the typing.
3 min
Labels, notes and handoversMarking the conversation, leaving word for the team and handing service over without the customer noticing.
3 min
Using AI inside the conversationSuggesting a reply, summarizing the history, translating and — most important — knowing how to pause the AI.
3 min
Internal chat with the teamTalking to colleagues without leaving the panel — channels, direct messages and polls.
3 min
Relacionamento e vendas
CRM, contatos e pedidos na visão do atendente.
CRM and leadsMoving the card along the funnel, recording what happened and never leaving an opportunity to stall.
3 min
ContactsFinding who you are looking for, understanding phonebooks and saving a new contact — when your role allows it.
3 min
Recovering conversationsThe conversations that died halfway — and how to pick them back up without sounding like a debt collector.
4 min
Catalog and ordersChecking a product mid-conversation and following an order through to delivery.
3 min
Rotina e ferramentas
Tarefas, campanhas e verificador.
Your tasksWhat the administrator left in your name — and how to record the outcome of each one.
4 min
CampaignsFollowing a broadcast, reading the result and understanding what lands on customer service afterwards.
3 min
Verifying numbers and creditsKnowing which numbers on the list have WhatsApp before you broadcast — and what each check costs.
3 min
Working from your phoneThe Heyoo app on your phone: the same sign-in, the same inbox, with notifications.
2 min