Customer record and network

Overview of the customer column

When you open a conversation, the column to the right of the chat shows the Customer panel. On wide screens it stays open next to the messages; on screens up to 1200 px wide (small laptop, tablet, phone) it becomes a drawer that slides in from the right, opened by the Customer button in the conversation header. The Expand panel button widens the column, which makes the network scene and the tables more comfortable to read; clicking it again returns to the normal width.

From top to bottom, the column is made up of these blocks:

The conversation header holds three shortcuts related to the customer: Customer notes (with the count of notes from all tickets), Previous tickets (with the count, shown only when there is at least one) and the Customer button, which opens or closes the column. Clicking the contact's photo opens the Contact details window, described in Previous tickets and contact details.

Where the data comes from

ChatISP separates the sources by subject, and each one answers for what belongs to it:

What the Subscriber status card shows depends on the configured combination:

Automatic identification by phone number

Every conversation tries to find out on its own which subscriber is talking, by comparing the WhatsApp number with the phone numbers in the records. To do this, ChatISP keeps a local mirror of the subscribers of each active ERP (updated every 15 minutes, see Local mirror and synchronization), which makes the search instant and independent of whether the ERP is responding at that very second.

How the number is compared

• Phone numbers are normalized on both sides: digits only, country code 55 and the ninth mobile digit. A record with "(31) 9601-9369" matches the conversation from "+55 31 99601-9369".
• All phone numbers in the record are searched, not just the main mobile number: landline, business, WhatsApp and fields with several numbers separated by slash, comma or semicolon. It is common for the customer's WhatsApp to be in the landline field.
• When the same number appears in more than one record, active subscribers come first.
• If the exact comparison finds no one, a second pass checks the last eight digits and confirms the full number before accepting it.

Card states

Freshness and the Refresh button

The result is stored in the conversation itself so the panel opens instantly. The validity periods are:

The refresh button in the card header (arrows icon, tooltip Refresh) ignores all these periods and queries everything again. In IXC, it also rereads the customer directly in the ERP before identifying again, which immediately fixes the classic case of the customer who paid, had the contract released in IXC and still showed as blocked in the mirror.

Phone number in records of different customers

When the number appears in records of different customers (a relative, a former resident), the AI does not use any of them before confirming the account holder: it asks for the full name or the CPF/CNPJ and only then provides account data or performs actions. The AI never lists the candidates' names to the customer. See Artificial intelligence.

Record details and contracts

Once the subscriber is identified, the card opens with the name highlighted and the status pill, followed by the record details:

Status pill

Each ERP has its own status codes. ChatISP translates all of them into six statuses:

Contracts and logins

A customer with more than one internet location (home and business, for example) or with more than one login gets the Contracts and logins section. Each contract appears with the plan and the address (or Contract followed by the number, when there is no description), the status pill and the logins as chips. Clicking a chip (View this login) switches the contract being displayed: the network, the invoices and the actions now apply to that location. The highlighted chip is the one being displayed.

Manual customer link

When the conversation's phone number is not in the records (the customer wrote from their child's phone, or changed numbers without telling anyone), the agent who knows who the contact is can attach the record to the conversation manually.

Who can do it

It requires the Manual customer link permission in the access profile (see Users and profiles) and being able to act on the conversation (being its agent, being shared on it or having Supervise all conversations). Without the permission, the agent sees only the record-not-found notice.

Link a record from the ERP

1. On the card that shows No subscriber record matches this number, click Link customer.
2. In the Name, document or connection username field, type at least 3 characters. The search runs on its own as you type (or when you press Enter).
3. Click the records found to select them. The selection survives new searches: you can search for one name, select it, search for another and select it too. The limit is 5 records at a time.
4. If you wish, write the reason in Comment (optional).
5. Click Link (the button shows how many are selected).

The first record chosen becomes the active one and gets the full snapshot. With more than one linked, chips with the names appear at the top of the card (View this record) and switch the snapshot displayed. The card then shows the Manual link tag, with the tooltip "Linked by {name} on {date}", and the comment right below. The link is recorded in the conversation timeline.

Unlink

The Unlink link, next to the tag, removes the link to the record being displayed. If there were other linked records, the next one in the list takes over the snapshot; if it was the only one, the conversation goes back to being identified by phone number. The removal is also recorded in the timeline.

Link to an external system

In installations without an ERP and without Ravicor, where the card relies only on external systems, the Link customer button appears when an external system declares the search and per-record card operations (convention explained in External system conventions). The search accepts Name, document or phone number, only one record can be chosen, and the chosen system then answers for the linked record instead of the phone number. Unlinking returns the query to the conversation's phone number.

Record located by the AI

If the administrator turned on the options AI locates the record by the CPF or CNPJ the customer provides and/or AI locates the record by the full name the customer provides (in Settings, Service tab), the AI itself asks the customer for the information and creates the link. The card shows the same Manual link tag, with "AI" as the author and the comment located by the CPF/CNPJ the customer provided or located by the full name the customer provided.

• By name, only the full name exactly as it is in the record counts, with at least two words, and only when it points to a single customer.
• By document, the search is done live in the ERP (IXC, Hubsoft, SGP, Gesprov, ReceitaNet and Pipesoft).
• When the customer talks about another person's connection (mentions a name different from the account holder or says it is the internet of another home), the AI asks for the information of that connection's account holder. If the record located belongs to another customer, the comment gets the addition (the conversation previously pointed to the record of {name}).
• A record located by the AI is used for inquiries (status, block, invoice copy). Actions on the account, such as unlocking, still require the conversation's phone number to be in the record.

Subscriber network (Ravicor)

With Ravicor connected, the card opens with the subscriber's network scene, in the same design as the CPE screen in Ravicor: the concentrator and the OLT at the top, the equipment at the customer's home drawn below (with the real number of ports, the fiber connector when the equipment is the ONU itself and the antennas when radio is active) and the cables linking everything. The scene shows session, latency, loss, signal, connected devices and, when applicable, power outage, fiber break or equipment outside collection.

Ravicor recognizes the subscriber by the conversation's phone number and, when there is more than one record, by the connection login of the contract being displayed. If it does not know the phone number, the card shows only the ERP record, without an error.

Below the scene, the card organizes the technical data into sections:

Active alerts in Ravicor for that subscriber appear as tags at the bottom of the card, along with the time of the last reading (Updated).

Reboot the equipment and change the Wi-Fi

Right below the network scene are the action buttons for the customer's equipment. They appear for whoever can act on the conversation and never in a closed conversation.

Reboot

The Reboot button appears only when the equipment is online and the model accepts remote reboot.

1. Click Reboot.
2. Confirm the message Reboot the subscriber equipment now? Their connection drops for about two minutes.
3. The notice Reboot sent to the subscriber equipment confirms it was sent. About 90 seconds later, the card queries the network again on its own to show the equipment back online.

Edit Wi-Fi

1. Click the Wi-Fi button for the desired band (below the scene) or the pencil of the network, in the Wi-Fi section. The card rereads the network before opening the window, so you edit the current state.
2. Adjust Network name (SSID) (required, up to 32 characters) and, if you are changing it, the New password. Leaving it blank keeps the current password.
3. Click Save. The notice Change sent to the subscriber equipment confirms it; about 12 seconds later the card checks the result.

Network enabled or disabled, visibility and channel stay as they were. If the equipment refuses (a password outside the model's rules, for example), the explanation from Ravicor appears on the screen.

The AI can perform the same actions on its own when the customer asks, if the administrator allows it in Settings, Service tab, Actions the AI performs on its own (reboot limited to one per conversation every 15 minutes). See Artificial intelligence.

Customer billing

When the customer's ERP has billing in ChatISP (all six certified ERPs, with the ERP turned on under Integrations), the card gets the Billing block, with the ERP name next to it. The query is made directly in the ERP, live, and is valid for 5 minutes.

• ERP without billing in ChatISP (SGP, currently): the block simply does not appear. The card never shows "up to date" for lack of data.
• Failed query: the block shows Could not query the ERP billing right now. The Refresh button tries again.

Invoices and invoice copy in the chat

The View and send invoices button opens the Open invoices window, with the ERP name in the title. The list already came with the card, so it opens instantly.

The list

• The most recent invoice comes first (the requested invoice copy is almost always the current month's).
• Each row shows the amount, the Overdue or Open invoices pill, the description and the Due date with the relative text.
• A customer with more than one contract gets filter chips at the top: All contracts and one chip per contract. The window already opens filtered on the contract being displayed on the card.
• An invoice without a bank slip, link or Pix issued in the ERP (card or gateway charge not yet generated) shows No bank slip, Pix or link issued in the ERP and has no send button. Issue the charge in the ERP and try again.

Send in chat

1. Click Send in chat on the desired invoice.
2. Confirm Send this invoice to the customer in the chat?
3. ChatISP fetches the updated invoice copy from the ERP and sends it. The notice Invoice sent in the chat. confirms it.

The button appears for whoever can write to the customer: the supervisor always, the agent only in a ticket assigned to them or shared with them (a conversation in the queue or with the AI must be taken over first). A closed conversation does not send.

What the customer receives

The QR code image is the one provided by the ERP itself (IXC provides it) or is generated by ChatISP from the Pix code. If the image fails, the text code is sent anyway.

Invoices from external systems

An external system can also feed an invoices window and sending in the chat, in the same format, as long as it declares the operations to list invoices and to get the invoice copy (see External system conventions). When the invoice copy fails in the external system, ChatISP uses the bank slip link that came in the listing.

The AI can send the invoice copy on its own (option Send the invoice copy in Actions the AI performs on its own), in the same format the agent sends.

Trust unlock

Trust unlock releases, for a few days, the connection of a customer blocked because of debt, while they arrange payment. How many days, how many times and with which restrictions is decided by the ERP itself, through the rules the ISP configured there: ChatISP only makes the request and relays the response.

On the card

1. With the contract in Blocked status, the Trust unlock button appears next to the record (customer with one contract) or inside the blocked contract (customer with several).
2. Click and confirm: Release this contract's connection on trust in the provider system? The release lasts the days configured there and the customer must settle the invoices to avoid being blocked again.
3. Accepted: Trust unlock done appears, with the ERP's message when there is one, and the card updates on its own.
4. Refused: the ERP's own explanation appears (already used in the period, inactive contract, restriction) or The provider system refused the unlock.

The request applies only to contracts of the conversation's own customer and is recorded in the ticket timeline, with the contract number and the ERP's response. After any response, ChatISP updates the mirror of that ERP right away: if the ERP refused because the payment had already released the connection, the card starts showing the contract as active.

Rules per ERP

Through the AI

With the option Trust unlock in the ERP turned on in Actions the AI performs on its own, the AI can make the request when the customer asks to release the internet and the record is blocked. It first explains that the release is temporary and that the invoice must be paid, and relays the ERP's response to the customer. The action applies only to the account holder (conversation phone number in the record).

What depends on each ERP

The six certified ERPs identify the customer by phone number and show the record. The rest varies according to what each one's API allows:

On the Integrations screen, each ERP appears with the tag billing or registry only, which summarizes the "Billing block" row above. The collection schedule is explained in Send automation.

External systems on the card

Each active external system that has an operation with the telefone parameter is queried with the conversation's number, and the response appears on the card in a section with the system's name. This works even without an ERP and without Ravicor: a separate billing system or a CRM may know the phone number without a subscriber record existing.

• The response is drawn as a list of labels and values, based on what the system returned.
• An empty response shows Nothing found for this phone.; a failure shows Could not check right now.
• The query is valid for 2 minutes, like the network snapshot, and the Refresh button runs it again.

How to register the system, describe the operations and enable the invoices window and the manual link is covered in Integrations: external systems.

Internal notes and customer notes

Notes are annotations by the team. The customer never sees them.

Internal notes of the ticket

The Internal notes block, at the bottom of the column, shows the notes of this ticket. Write in the Write an internal note... field and click Add. Each note holds up to 2,000 characters and stores the author and the time.

Customer notes

The Customer notes button, in the conversation header, shows the count of notes from all tickets of that phone number and opens a window with all of them, from newest to oldest, each with the protocol of the ticket it came from (the one from this ticket is marked as This ticket). This way, a note from an old conversation stays visible to whoever is serving the customer today.

• In the window you can add a new note, edit and delete.
• Editing and deleting are allowed for the note's author and for whoever has Supervise all conversations. An edited note gets the edited mark.
• The search considers the phone number with and without the ninth digit, so notes from old tickets of the same number appear together.

Previous tickets and contact details

Previous tickets

When the customer has been served before, the Previous tickets button appears in the conversation header with the count. It opens the list of conversations from the same phone number (on any of the ISP's WhatsApp numbers), each with the date, the title and the summary generated by the AI at closing. An old ticket without a summary appears by its protocol, with Summary not generated yet.; a ticket still in progress gets the status badge.

Clicking a closed ticket opens the conversation in read-only mode, with the banner Closed ticket: you are viewing a conversation from the history. and the Back to the conversation button, which returns to the original ticket.

Contact details

Clicking the contact's photo, in the conversation header, opens the Contact details window: photo, name, conversation status, tags, phone number, protocol, channel, department, agent, who it is shared with and, if the subscriber was identified, a summary with name, status and plan. The Edit customer name pencil saves the name on the contact and on all conversations of that phone number; the WhatsApp nickname never overwrites a name filled in by the team.

What the AI and the Copilot see

The AI that serves the customer and the panel's Copilot read the same record, organized into registration, billing and network, with a list of precomputed alerts: overdue billing, equipment offline, weak fiber signal, incident or drops on the PON, high latency or loss, frequent reboots and devices with poor Wi-Fi signal. Data that does not serve the conversation is left out, such as Wi-Fi passwords and internal topology details.

• Phone number in records of different customers: the AI receives only the instruction to confirm the account holder, without anyone's name, billing or network.
• Failed billing query: the AI is instructed not to tell the customer that the billing system is down and to transfer when the subject requires amounts.
• The actions the AI performs (invoice copy, unlock, Wi-Fi, reboot and diagnostics) use the same functions as the card and leave a record in the timeline and an internal note in the chat.

Details in Artificial intelligence and Copilot.

Common problems