Settings
The Settings screen gathers the general preferences of ChatISP: how the AI assistant handles customers, what happens to the queue and to customers who go quiet, the panel sounds, the satisfaction survey, the channel policy and the official API allowance, calls, the calendar, language, time zone, conversation retention, license registration and backup. This page goes through each tab, card by card, with the exact label of each option and its effect.
Overview and access
The screen opens from the Settings menu item and requires the Settings permission (description on the profiles screen: "Adjusts the general system settings."). The Administrator profile has full access and always sees the entire screen. The server tabs (Network, Domain and certificate, Local AI) additionally require the Server (network and certificate) permission, because a mistake in them can take the panel offline.
| Tab | What it contains | Who sees it |
|---|---|---|
| Support | AI assistant and the actions it performs, audio transcription, audio replies, default messages, queue and inactivity, replies outside business hours, sound alerts, satisfaction survey and discard patterns. | Settings permission |
| Channels and allowance | How a number with QR Code and official API works, message priority, menus through the official API, invoice copy with copy buttons and the monthly allowance of free Meta messages. | Settings permission |
| Calls and calendar | Missed calls, recording of calls and internal meetings, calendar confirmation and reminder texts. | Settings permission |
| System | Language, time zone, conversation retention, license registration, version and software update, backup and restore. | Settings permission |
| Network | Server IP address, gateway, VLAN and DNS, active addresses and WireGuard VPN. | Server (network and certificate) permission, self-hosted installation only |
| Domain and certificate | Domains with HTTPS and Let's Encrypt certificate. | Server (network and certificate) permission, self-hosted installation only |
| Local AI | Status of transcription and AI voice on the server itself, with installation from the panel. | Server (network and certificate) permission, self-hosted installation only |
The active tab goes into the page address (?aba= parameter): when you reload the screen you stay on the same tab and can save a direct link to it. The license notice at the top of the panel, for example, leads straight to the registration card, opening the System tab and scrolling to it.
Two ways of saving
- Cards with a Save button: most cards (Support, Queue and inactivity, Sound alerts, Satisfaction survey, Voice calls, Calendar, System, Automatic backup) only save when you click Save at the bottom of the card itself. Each card saves only its own fields; changing two cards takes two clicks. A quick notice confirms the save.
- Selectable cards ("click and it is saved"): the weighty choices (the whole Channels and allowance tab and the card for replies outside business hours) appear as large cards, each explaining the consequence. The choice is saved on click, with no button. If saving fails, the screen returns on its own to the last saved state and shows the error.
Free text fields (AI persona, messages sent to the customer) can be enlarged: click the field to open a larger editing window. For texts that talk to the customer, the same rule almost always applies: an empty field turns sending off. Exceptions are indicated for each field (the satisfaction survey question, for example, uses a default text when left blank).
ChatISP Cloud In ChatISP Cloud the screen is the same, without the Network, Domain and certificate and Local AI tabs: the server, the domain and the local AI are maintained by Ravi Systems. See Server, backup and updates.
Support tab: AI assistant
The first card, Support, states the main rule right in its subtitle: "The assistant only answers when a flow hands the conversation to it". The options below apply to all conversations the AI is handling. Autonomous AI customer service is a Plan feature (from the NORMAL plan up and in the free trial); see AI assistant and Flows.
AI assistant section
| Option | What it does |
|---|---|
| Assistant personality | Free text (up to 4,000 characters) describing how the assistant introduces itself and talks to the customer: name, tone, form of address. If blank, the default product personality applies. |
| AI can open internal service orders | When the AI cannot confirm the cause of a problem, it registers a service order for the most suitable department (or open to the whole team) and tells the customer that the team will check and get back to them, instead of guessing the cause. See Service orders. |
| AI asks whether the customer needs anything else before transferring | When it decides to hand the conversation to the team, the AI says what it will forward and asks whether the customer needs anything else, and only transfers after the answer. Customers who directly ask to talk to an agent are transferred immediately. It is one question per conversation. |
Actions the AI performs on its own
When the customer asks, the AI performs them through the same functions the agent uses on the customer card. All actions apply only to the account holder (conversation phone number in the registry), are recorded on the timeline and generate an internal note in the chat. Turn off whatever you do not want to allow.
| Option | What it does | Depends on |
|---|---|---|
| Send the invoice copy | Summary, QR Code and Pix code (or digitable line and link) straight from the ISP billing system, the same way the agent sends it from the invoices window. | ERP with integrated billing |
| Trust unlock in the ERP | Releases the connection of a contract blocked for debt according to the rules of the ERP itself (release days and restrictions). | Currently available for IXC and Hubsoft |
| Change the Wi-Fi name and password | On the customer equipment, through network management (TR-069). The AI never sees or reveals the current password; the new one is whatever the customer chooses. | Ravicor integration |
| Reboot the equipment | Remote reboot when the troubleshooting script calls for it and the customer confirms. At most one per conversation every 15 minutes. | Ravicor integration |
| Analyze the spectrum and change the Wi-Fi channel | Scan of neighboring 2.4 GHz networks by the equipment itself; if the current channel is congested, the AI switches to the least busy one. | Ravicor integration |
| Speed test | Measurement made by the equipment itself, over cable, with no Wi-Fi in between. It takes from seconds to a few minutes; the AI tells the customer and comes back with the result. | Ravicor integration |
Account holder identification
| Option | What it does |
|---|---|
| AI only handles sensitive data for the account holder on the registered phone | Bank slip, Wi-Fi password, account data and the like are only handled when the conversation phone number is in the registry. If it is not, the AI just says it will hand over to an agent, without revealing anything. |
| With more than one record on the same phone, the AI asks for | Field (up to 200 characters) with the way the AI should ask for identification when the same phone number appears in more than one record. It asks only in that case and without saying there is more than one record. If blank, the text suggested in the field applies: "the account holder's CPF or CNPJ (tax ID), or the full name as registered". Examples: "the account holder CPF or CNPJ", "the contract number". |
| AI locates the record by the CPF or CNPJ the customer provides | When the conversation phone number is not in the registry, the AI asks for the account holder CPF or CNPJ, searches the ERP and handles inquiries (status, block, invoice copy). Actions on the account still require the registered phone number. |
| AI locates the record by the full name the customer provides | Same rule, by the full name exactly as it appears in the registry. ChatISP only accepts the whole name and only when it points to a single customer. It can be turned on together with the document option. |
With one of the lookup options turned on, anyone who has the document or full name of another person can see that person inquiry data. The screen itself warns about it: the decision and the responsibility belong to the administrator. The same options define what the AI asks for when the customer talks about another person connection (a relative, a neighbor): with none of them turned on, the AI transfers to the team.
Audio transcription and audio replies
Still on the Support card, the Audio transcription section controls the AI features that run on the server itself. They show the Free badge: "This feature is processed on this server itself and adds no AI cost."
| Option | What it does |
|---|---|
| Transcribe conversation audio | Each audio received or sent gets the transcribed text right below the player, and the AI reads what the customer said before replying. Transcription runs on the server itself: the audio never leaves the installation. Call recordings and Team meetings are transcribed as well. |
| Supporting vocabulary for transcription | Up to 800 characters with names and terms that often appear in audio messages: ISP name, plans, equipment, acronyms, neighborhoods. It helps spell correctly what is spoken. The terms here are also accepted by the spell checker. |
| Reply with audio when the customer speaks by audio | When the question arrives as audio, the AI reply goes out as a voice note generated on the server itself, in Portuguese. Replies with a link, bank slip, list or code still go out as text, and the spoken text appears as a transcription in the bubble. The option only appears when the AI voice is installed on the server. |
| Assistant voice | Appears when audio replies are on. It lists the installed voices; the Listen button plays a sample so you can compare before choosing. The change applies from the next reply. |
If audio messages stop getting transcriptions or the audio reply option disappears, check the Local AI tab: it shows whether transcription and voice are working, the reason when they are not, and installs whatever is missing. With transcription on and working, the AI waits for the customer audio to be transcribed (for up to 4 minutes) before replying.
Conversations and agents
Last section of the Support card. When you finish, click Save at the bottom of the card: it saves all the AI, transcription and section options at once.
| Option | What it does |
|---|---|
| Default transfer message | Suggested to the agent at transfer time, and editable there. Variables: {destino}, {atendente}, {departamento}, {protocolo}, {nome}. Up to 1,000 characters. |
| Closed ticket message | Sent to the customer whenever a ticket is closed, by the AI or by an agent. Variables: {protocolo} and {nome}. Empty: no message is sent. |
| Spell checker: accepted words | The spell checker underlines in the message field the words the dictionary does not know and suggests a correction on click (it runs on the server itself). List here, one per line, the words it should accept (up to 4,000 characters). The transcription vocabulary terms already count, and the agent can also add words from the message field itself. |
| Require a reason when closing | The agent must choose a reason to close. It applies when there is at least one active reason in Catalogs. |
| Send read receipts | When an agent views the conversation, the customer sees the blue ticks in WhatsApp. |
| Flow menus as interactive messages | Applies to the official API (Meta) channel: the customer taps the option instead of typing. On the QR channel WhatsApp does not display interactive menus, so the options go as numbered text. |
| Sign messages with the agent name | The message reaches the customer with the agent name in bold on the first line and the text right below. |
Queue and inactivity
Queue and inactivity card: "Where new conversations go and what happens when the customer goes quiet". Save with the card Save button.
| Option | What it does |
|---|---|
| Department for new conversations | New conversations start in this department queue and its round robin applies. It is only the starting point: a flow that transfers or calls the AI can take the conversation to another department. None leaves the conversation without an initial department. See Departments. |
| Warn after (min without reply) | A customer who has not answered the last message for this long receives the inactivity message. From 0 to 1,440 minutes; 0 turns the warning off. |
| Close after (min after the warning) | Once this time has passed after the warning (or after the last message, with the warning off), the ticket is closed. From 0 to 1,440 minutes; 0 turns it off. |
| AI not answering: send to queue after (min) | Safety net: if the AI does not answer the customer within this time, the conversation goes silently to the human queue. From 0 to 120 minutes; 0 turns it off. With no saved value, 5 minutes applies. |
| Inactivity message | Text of the inactivity warning. Empty: the warning is off. The time counts from the last message sent to the customer. |
| Waiting time notice | With all agents busy, those waiting in the queue during business hours receive the estimated wait, calculated from the average handling time over the last week and the position in the queue. It is only sent when the estimated wait exceeds 10 minutes, once per queue entry. |
| Waiting time message | Variables: {tempo} estimated wait, {protocolo} ticket number, {nome} customer name. An empty field turns the notice off. |
Conversations that the agent marked as waiting for the customer reply are not closed for inactivity while the wait is open. The business hours used by the waiting notice and by replies outside business hours are registered on the Flows screen.
Waiting for reply: customer answers outside business hours
This card only applies to tickets that the agent marked as "waiting for the customer reply". When that customer answers outside business hours, the system does what you choose. It is a selectable card: the choice is saved immediately, as are the texts.
| Card | Effect |
|---|---|
| Silence | Nothing is sent: the reply waits for the agent, who sees the message when business hours open. |
| Reply notice (Recommended) | The customer immediately receives confirmation that the reply arrived and the time the agent will resume the ticket, calculated from the schedule. It shows the Notice message field, with the variables {retorno} (next opening), {protocolo} and {nome}. With no schedule registered nothing is sent; an empty field turns the notice off. |
| Notice + on-call AI | Besides the notice, the assistant offers to help in the meantime: it guides and collects information without transferring or closing, and the ticket stays with the agent, who resumes it at opening time. It shows the Notice message with the AI offer field (invite the customer to reply to continue with the assistant); an empty field makes the simple notice apply. Badge: "Requires autonomous AI in the plan" Plan feature. |
Sound alerts
Sound alerts card: sets the default sound for each notification of the support panel. Each agent can adjust their own in My account; those who have not changed anything follow this default. Each row has a sound selector, the listen button and a volume bar (0 to 100%).
| Notification | When it plays |
|---|---|
| Message in the open conversation | The customer of the conversation you are viewing replied. |
| Message in another conversation | A message arrived in one of your conversations, or one with no owner yet, that is not open on the screen. A conversation already with another agent does not play for someone who is only following it. |
| New conversation in the queue | A customer entered the queue and is waiting for service. |
| Conversation assigned to you | A conversation was transferred or distributed to you. |
| Service order for you or your team | A service order was assigned to you or arrived without an owner in your team. |
| Calendar reminder | It is time for one of your appointments (or your team appointments). |
| Voice call ringing | A customer is calling and the call can be answered by you. It rings until someone answers. |
Available sounds: Soft, Drop, Bell, Chime, Crystal, Alert and Phone ring, plus No sound. Volume 0 also silences the notification. Notifications repeated in a burst become a single sound.
Browsers only allow sound after the person interacts with the page. After opening the panel, one click anywhere is enough for the following alerts to play.
Satisfaction survey
Satisfaction survey card: when the conversation is closed, the customer receives the question on WhatsApp and answers with a score from 1 to 5.
| Option | What it does |
|---|---|
| Send the survey when closing handled conversations | Turns the survey on. Only customers who were actually served receive the question: the conversation must have at least one reply from the AI or from an agent. |
| Question sent | Question text (up to 1,000 characters). If blank, "How would you rate today's service? Reply with a score from 1 to 5." applies. The answer is only recognized as a score if it contains a number from 1 to 5. |
The answer is captured when it arrives within 24 hours and the customer has no other open conversation; it does not open a new ticket. The scores feed the Reports and remain valid even after the conversation is deleted by retention.
Discard patterns
Discard patterns card: "Automated messages that must not open a ticket: deleted from history and ignored on arrival, on any channel." It is meant for automatic alerts, system notifications and bot messages that reach the support number.
- On the conversations screen, open the menu of the unwanted message and choose Create discard pattern (option visible to those with the Settings permission).
- In the window, mark with
{var}the parts that change from one message to another (dates, numbers, names). The window shows live how many messages in the history match the pattern. - Apply. The pattern enters the list in cleanup state: the history is scanned in the background and matching messages are deleted. Conversations left with no messages and no notes are removed entirely.
- From then on, matching messages that arrive are ignored before opening a conversation, including those sent by the number itself.
Each item in the list shows the pattern, how many messages were deleted in the cleanup, how many have been ignored since creation, who created it and when. Delete asks for confirmation: new matching messages enter the system and open tickets again. The pattern needs at least 10 fixed characters outside {var}, so it never discards too many messages.
Channels and allowance tab
The whole tab is dedicated to the Channels and official API allowance card. It matters when the same number is connected both ways, through QR Code and through the official Meta API (linked connections, see Connections). Meta charges per message sent through the official API and grants 1,000 free service messages per month on each number. All choices in this tab are saved on click. At the bottom, the In practice strip sums up in one sentence the effect of the chosen set.
How to work with a number with QR and official API
| Card | Effect |
|---|---|
| Use both connections (Recommended, "Maximum savings") | The two connections take turns: one delivers when the other fails. The priority below decides which one messages go out through. |
| Official API only ("Charged after the allowance") | Everything goes out through the official API, even with the QR connected. Each message beyond the monthly allowance is charged by Meta, and outside the 24-hour window only approved templates go out. |
| QR only ("Zero cost") | Everything goes out through the QR, at no cost, even if it drops. Approved templates still go out through the official API when sent. |
Message priority
Appears only with Use both connections.
| Card | Effect |
|---|---|
| Prefer the QR (Recommended) | Everyday messages go out through the QR, which is free. The official API stays as a backup and for menus, according to the next option. |
| Prefer the official API ("Spends the allowance") | With the 24-hour window open, messages go out through the official API. Each message beyond the allowance is charged by Meta. |
Flow menus through the official API
Appears with Use both connections and Prefer the QR.
| Card | Effect |
|---|---|
| While there is free allowance (Recommended) | Menus go out with buttons through the official API while there are free messages left in the month. Once the allowance runs out, the menu goes as numbered text through the QR. |
| Always, even when paying ("May incur cost") | Menus always go out with buttons through the official API, even after the allowance, at a cost per message. |
| Never, numbered text only ("Zero cost") | Menus always go out as numbered text through the QR, without using the allowance. |
Allowance and spending estimate
| Field | What it does |
|---|---|
| Monthly allowance per number | How many free messages per month the system counts on each number (from 1 to 100,000). Meta grants 1,000; lower the value to keep a safety margin. |
| Price per extra message (US$) | Used only in the spending estimate of the usage manager, on the connections screen. The actual Meta rate varies by country and category. |
| Usage this month | One bar per number with official API: "{usado} of {limite} free messages used this month", the amount beyond the allowance and the estimate payable to Meta. The See in Connections link opens the usage manager. |
The usage counter resets on the 1st of each month by the server clock, an approximation of the Meta billing cycle.
Invoice copy with copy buttons through the QR Code connection
Section of the Channels and allowance tab, always visible. It applies to any number connected through QR Code, free of charge and without the official API. Off by default.
| Option | Effect |
|---|---|
| Invoice with the Copy Pix code and Copy boleto code buttons ("Zero cost") | Through the QR Code connection the invoice arrives as a card with buttons that copy the Pix code or the boleto digitable line with one tap, ready to paste in the bank app. It is a feature of the WhatsApp app itself: if a customer says the invoice arrived without the buttons, turn it off here and it goes back to plain text. |
| Invoice as text ("Zero cost") | The invoice goes out as text messages: the summary, the QR Code image and the Pix code in its own message to copy. |
When the number has both connections, the order is: card through the official API (if the menu policy puts it first and the 24-hour window is open), then card through the QR Code, then the invoice as text. The Pix key is not required for the QR Code card.
Invoice copy with copy buttons through the official API
Section of the Channels and allowance tab, visible when the official API takes part in sending (hidden in QR only mode).
| Option | Effect |
|---|---|
| Invoice with the Copy Pix code and Copy boleto code buttons (Recommended, "Counts as a menu in the allowance") | Through the official API the invoice arrives as a payment card: amount highlighted and buttons that copy the Pix code or the bank slip digitable line with one tap, ready to paste in the banking app. It applies with the 24-hour window open and follows the menu policy; outside it the invoice goes out as text through the QR, as usual. |
| Invoice as text ("Zero cost") | The invoice goes out as text messages: the summary, the QR Code image and the Pix code in a separate message for copying. |
| Company Pix key | CPF, CNPJ, email, phone with +55 or random key. The screen recognizes and shows the key type ("Key recognized as..."). Meta requires the key to show the Copy Pix code button, and the code generated by the ERP does not include it. Without a key, an invoice with Pix goes out as text and only the bank slip gets a button. An invalid key is rejected with a warning. |
| Pix payee name | Appears on the card next to the key (up to 60 characters). Empty: the system uses the name contained in the Pix code itself or the WhatsApp account name. |
Calls and calendar tab
Voice calls Plan feature
The Voice calls card ("What happens when the customer calls and nobody answers") only appears when the call service is available in the installation and the plan includes calls. Calls are enabled number by number, on the Connections screen; see also Voice and video calls.
| Option | What it does |
|---|---|
| Missed call message | Sent to the customer right after a call of theirs that nobody answered. An empty field turns the notice off. With repeated calls, the notice goes out once per period, without flooding the customer. |
| Put the conversation in the queue after a missed call | The conversation enters the queue for someone to call back. A conversation already with an agent stays with that agent. |
| Record answered calls | The recording (audio and, in video calls, the customer video) is attached to the conversation as an internal record, visible only to the team. Compliance with call recording laws is the responsibility of the ISP. |
| Record meetings and internal calls | The recording stays in the history of the Team environment, visible to participants and administrators, with a transcription identifying each participant. See Team. |
Recordings take up disk space and go into the local backup when the option to include media is on. Assess the server space before turning on call recording in a high volume operation.
Calendar
Calendar card: texts sent to the customer on WhatsApp when an appointment is booked and before its time. Empty turns sending off. See Calendar.
| Field | When it goes out |
|---|---|
| Confirmation on booking | Right away, when the agent turns on "Send confirmation to the customer" in the appointment. |
| Reminder before the time | At the lead times chosen in "Remind the customer" in the appointment (or in the appointment type default). |
Variables available in both texts: {nome}, {titulo}, {tipo}, {data}, {hora}, {responsavel}, {local}, {link} and {detalhes}. Each text accepts up to 1,000 characters.
System tab: language, time zone and retention
The System card has three fields and the Save button. When you save, the page reloads to apply the language and time zone.
| Field | What it does |
|---|---|
| System language | Português, English or Español. It applies to the panel for the whole team and to the automatic texts the system sends to the customer (inactivity, survey and the like). |
| Time zone | Time zone used throughout the system: times on screen, business hours schedule, calendar, reports and inactivity calculations. |
| Closed conversation retention (days) | Conversations closed longer ago than this are deleted with their attachments, in a daily routine overnight. From 0 to 3,650 days; 0 keeps them forever. |
Retention is permanent: conversations deleted by the routine do not come back (unless you restore an earlier backup). Satisfaction survey scores are preserved for the reports.
License registration
The registration card describes the key of this installation: "Unique key that identifies this installation to Ravi Systems. It is used for plan registration, support and backups; keep it safe."
| Item | What it shows |
|---|---|
| Installation token | The unique token, read only. The Copy button puts the token on the clipboard. Provide this token when registering a plan or contacting support. |
| Plan | The plan registered in the Ravi Systems central server (BASIC, NORMAL, PREMIUM, GOLD, ENTERPRISE, CUSTOM), Free trial or No plan. |
| Status | Colored label: Enabled, Free trial, Trial ended, Off, Blocked due to pending payment or No communication with the central server. During the trial, the countdown also appears ("Your trial expires in N days."). |
| Last sync | Date and time of the last successful contact with the central server. If the most recent attempt failed, the failure appears next to it. |
| ChatISP version | Installed version, date and build. |
| Software update | Updater status: Up to date, available version waiting for the next cycle, or the failure of the last cycle with the reason. Below, the Latest updates list with date, version and result of each one. |
- Refresh: syncs immediately with the central server and shows the response ("Token validated. X plan.", "Token validated. 10-day free trial." or the connection failure). Use it after paying for or registering a plan to unlock it without waiting for the automatic cycle.
- Register now!: appears during the free trial and when there is no plan. It opens the registration and plans page on the ChatISP website with the token of this installation already filled in.
Sync deadlines, what happens without communication with the central server and the block screens are in License and sync with the central server.
Automatic backup
Last card of the System tab: Automatic backup, "Daily copy of the database and media files". Summary of the controls:
| Control | What it does |
|---|---|
| Daily backup on | Turns on the daily local copy on this server. |
| Keep for (days) | How many days local copies are kept (1 to 365; default 7). |
| Include media files | Includes in the local copy the images, audio, documents and recordings of the conversations. |
| Backups stored on this server | List with date, size and the Download and Restore buttons. |
| Daily copy at Ravi Systems | Date and result of the last upload of the database to the Ravi Systems backup server. |
| Restore and migration | Upload backup and restore… button to bring in a backup from this or another server. |
| Run now and Save | Triggers an immediate backup; saves the card options. |
How it all works (times, what goes to Ravi Systems, how to download, upload and restore) is in Backup and Restore and migration.
System email
ChatISP has no SMTP configuration card, and that is intentional: the few emails the system sends go out through the Ravi Systems email account, already built into the product, with "ChatISP" as the sender. There is no mail server to configure and no ISP email password stored in the system.
| When it goes out | |
|---|---|
| Password recovery code | When someone uses password recovery on the sign-in screen. The code also goes to the verified WhatsApp of the account. |
| Agent invitation | When an administrator invites an agent by email on the users screen. See Users and profiles. |
The system never uses email for campaigns or messages to customers. For sending to work, the server needs outbound internet access. See also Integrations: system email. If a code does not arrive, see Troubleshooting: access.
Server tabs Self-hosted installation
The last three tabs change the machine where ChatISP is installed. They only appear to those with the Server (network and certificate) permission ("Changes the network card IP address and the domains with HTTPS certificates on this server. A mistake here can take the panel down; grant it only to whoever manages the server.") and never appear in ChatISP Cloud.
| Tab | Summary | Documentation |
|---|---|---|
| Network | Cards Server IP address (simplified or advanced configuration, DNS, save and apply with automatic rollback on error), Addresses active now and WireGuard VPN (tunnels with AI assisted configuration). | Server network and WireGuard VPN |
| Domain and certificate | Domain and HTTPS certificate card: own domain or chatisp.com.br subdomain, Let's Encrypt certificate renewed automatically, main domain. | Domain and certificate |
| Local AI | Server local AI card: status of audio transcription, AI voice and processor, with the Install now button. | Local AI |