Support Policy

1. Support channels#

• WhatsApp: (62) 94263-6678
• Email: [email protected]
• Privacy and LGPD (Brazil's data protection law): [email protected], with its own deadline of up to 15 days (see Privacy Policy, section 8).

The atendIA team never asks for your password, through any channel. If someone asks in our name, do not send it and let us know.

2. Hours#

Monday to Friday, 9 a.m. to 6 p.m. Brasília time (UTC-3), except Brazilian national holidays. A ticket opened outside business hours enters the queue and the deadline counts from the next business hours, except a platform outage, which is handled at any hour.

3. First-response time#

This is the time until a team member replies to your ticket, already looking into the case, and not an automatic message. It is a target, not a resolution deadline: the time to resolve depends on the problem and, sometimes, on third parties such as WhatsApp or Meta.

4. Ticket priority#

5. What support covers#

• Questions about using any feature of the plan you subscribed to.
• Initial setup: team, departments, funnel, schedule, and the AI from the form.
• Connection of the official channels (the official WhatsApp API, Instagram, Messenger, and Gmail), done together with you.
• Investigation and correction of platform errors.
• Guidance when a number is restricted by WhatsApp (the decision is WhatsApp's; see WhatsApp Connection).

6. What is not included#

• Creating campaigns, sales copy, or commercial and marketing strategy.
• Problems with your computer, phone, network, or internet.
• Problems in third-party systems that are not atendIA integrations.
• Custom development. It can be contracted separately, with its own quote.

7. How to open a ticket that gets resolved quickly#

1. Write from the email or phone registered on the account, with the company name.
2. Say what happened, when, and what you expected to happen.
3. Send a screenshot and, if it is a specific conversation, the contact's number and the time.
4. Say whether the problem affects one person or the whole team: this sets the priority.

8. When we need to look inside your account#

Some problems can only be solved by seeing the screen the way your team sees it. In those cases, support requests access through the panel itself, and whoever administers your account approves or refuses. Approved access is time-limited, is logged with who entered and when, and can be ended by you before it expires. Without approval, support does not get in.

9. Maintenance and reporting problems#

When maintenance may interrupt use, we give notice beforehand whenever possible. For a failure that affects many companies, the notice goes out through the channels above as soon as the problem is confirmed, and again when it is resolved. Service availability follows section 8 of the Terms of Use.