Contracts

Overview

The area is in the Contracts menu, with the subtitle Contracts signed through Ravisign, straight from conversations. While Ravisign is not connected, the screen shows the introduction Signed contracts without leaving the conversation with three steps (connect Ravisign, choose a plan and send through the conversation) and the Connect Ravisign button, which leads to Integrations.

What lives in each system

Tabs

Permissions

Three profile permissions (see Users and profiles) govern the area:

Connect Ravisign

The connection is made on the Ravisign card of the Integrations screen, described as Electronic signature of contracts through the WhatsApp conversation, legally valid, with the signed copy sent back to the customer. There are two ways.

Create Ravisign account

1. Click Create Ravisign account. The account is opened with your company data already registered with Ravi Systems, with no form to fill in.
2. Type the confirmation code sent to the registered e-mail address.
3. Access to the Ravisign dashboard is sent to the same e-mail address.

Creating an account requires the installation to be registered with Ravi Systems. Without the registration, the card explains why and shows the Register this installation shortcut and the Link existing account option. If the registration is incomplete (missing e-mail, document, address or legal name), the card says what is missing and offers Try again and Talk to Ravi Systems; once the registration is completed with Ravi Systems support, one click on Try again creates the account.

I already have an account

1. Click I already have an account (or Link existing account).
2. Enter the e-mail address of the person who administers the Ravisign account.
3. Type the 6-digit code sent to that address. Pasting the code confirms it automatically. The code is valid for a few minutes, has a limited number of attempts, and you can request a new one every minute (the button shows Resend in with a countdown).

What the card shows

Once connected, the card shows the account name, the plan, the envelope usage for the month (for example, Connected to account Example ISP. BASIC plan, 12 of 50 envelopes used in October) and the Last contact with Ravisign, with the Choose plan, Open Contracts, View in Ravisign and Test buttons. The card label shows the status:

Disconnect deletes nothing: ChatISP stops sending through that account and contracts already signed remain stored in Ravisign. Reconnect returns to the same account without creating another, and Link another account switches the linked account.

Plan and envelopes

The plan belongs to Ravisign, but subscription and payment happen inside ChatISP, on the Plan tab. Each contract sent uses one envelope from the monthly quota.

• Monthly or Yearly (discounted). Each plan shows how many envelopes per month it includes, with the Most chosen, Suggested for your volume and Current plan badges.
• Payment: monthly, a booklet of monthly installments with Pix and bank slip (boleto); yearly, a bank slip with Pix. Pix comes with a QR code and copy-and-paste code; the bank slip with its barcode line. Pix is confirmed within moments and a bank slip can take up to 3 business days. The screen follows the payment on its own and releases the plan as soon as it is confirmed.
• To subscribe: accept the Ravisign terms of use and provide any missing payer data (CPF or CNPJ, e-mail, phone and, for a CPF, the date of birth of someone aged 18 or over), checked on the spot.
• The account starts with a 10 day free trial, with up to 20 envelopes, before the first payment; the screen says how many are left.
• Change plan: upgrading takes effect immediately (on yearly plans, it generates a bank slip for the difference); downgrading is scheduled for the next due date and can be undone.
• Cancel: access continues until the end of the paid period. The reason is optional.

The usage bar shows how many envelopes of the month have been used (You have used 12 of 50 envelopes in October), and the tab also shows the monthly quotas for AI reviews and PDF conversions. With an overdue payment, a banner says when to pay by; 7 days after the due date, sending contracts is blocked until the account is settled.

Templates

The Templates tab lists contract templates with name, purpose, type (Uploaded PDF or Editable), version, variables, activation, latest AI review and status (Active or Archived). Templates are stored in Ravisign.

Each template has a purpose: New subscription, Renewal, Plan change, Equipment loan or Other. The purpose cannot change once the template is saved.

Upload PDF

Use the contract the ISP already has: upload the PDF (up to 20 MB) and, in Place fields, put on the pages the boxes the system fills in (name, CPF or CNPJ, address, plan, price) and the places for signature, initials, name and date. The editor has undo, zoom, drag and resize, and the preview shows the finished contract with sample data.

Create in the builder

Without a PDF, the builder assembles the contract in blocks: the company logo in the header (PNG or JPG up to 500 KB), the parties, the subject, the subscribed plan and the clauses. You can paste text from Word, choose font and color, number the clauses and see the PDF preview alongside. The builder warns when a mandatory clause for the purpose is missing. When ready-made clauses exist for the purpose, the Clause library button also appears.

Template actions

Variables and ERP plans

On the Variables tab, say where each piece of data the contract needs comes from. The customer never fills in a form: whatever the ERP and the conversation do not provide, the AI (or the agent) asks in the conversation before generating the contract.

Each variable also has the Name the AI uses to ask for or confirm the data, and the sample shown in the preview. For the end of term, set the Term in months (1 to 120).

Test with a customer

Search for an ERP customer by name, CPF, CNPJ or phone and see where each piece of data would come from and the filled-in contract. Nothing is saved, nothing is sent, and the data is shown masked. This test also counts as step 3 of the activation.

Management system plans

A contract price always comes from the ERP. The Management system plans card shows the plan list used in contracts, with name, code, monthly fee and speed, and says how many are usable in contracts. The list updates on its own along with the subscriber sync, and the Update plans button fetches it immediately. The card shows the source:

Plans marked inactive or hidden in the ERP show the Inactive label and are not used in contracts; plans without a price are also left out. In ReceitaNet, the list is deduced from billing and requires the Direct Billing via Chat token in the ERP setup (see ERP specifics).

Four-step template activation

A template can only be sent after four steps, tracked in the Activation column of the Templates tab. Each template's Activation panel shows how many steps are left, or Ready to send.

1. Required variables with a source: every mandatory piece of contract data has somewhere to come from.
2. Preview checked: whoever manages contracts checks the preview and marks it as checked.
3. Test with a real customer: the test from the Variables tab, which records who tested and when.
4. Legal clearance in Ravisign: the legal review of the current version, handling of high-severity findings and the acceptance of responsibility, all done in Ravisign. ChatISP shows what is missing and the Open in Ravisign button; after acceptance, it shows who accepted and when.

Until activation is complete, the template is not offered to the agent, the AI or the flow, and on the AI action tab it shows as Activation pending: it can only lose senders, never gain them.

AI legal review

The Review with AI button asks Ravisign for an automatic analysis of the template focused on the consumer relationship in telecommunications. The review takes a few minutes; the screen shows progress, you can keep using the system and you are notified when it is ready.

• Score from 0 to 10, in bands: No relevant issues, Attention, Review and Serious issues. The Last review column in the list shows the colored score and the date.
• Findings grouped by severity (high, medium and low), each with the excerpt, the problem, the legal basis and a suggested wording.
• Apply suggestion: in editable templates, replaces the excerpt with the suggested text and creates a new template version. Contracts already sent do not change. In PDF templates, the list guides the change in the original file.
• Mark as reviewed: records who checked each point.

When the template gets a new version, the previous review is marked as outdated. The Plan tab shows AI reviews used and available in the month; a failed review does not count against the quota. PDFs larger than 10 MB are not analyzed.

Convert a PDF into an editable template

On a PDF template, Convert to editable template reads the document (about one minute every two pages), shows progress on screen and, when finished, creates a new template with the same name followed by (editable), the same purpose and the variables already linked to the suggested sources. The original PDF stays as it is.

Check at Ravisign opens the result next to the original, with the points to compare. The new template goes through the full activation, including the review and acceptance in Ravisign. The Plan tab shows the PDF conversions used in the month and when the quota resets; a failed conversion does not count.

Who sends each template

On the AI action tab, the Who sends each template panel defines, for each ready template, who may send it and to which customer. The agent, the AI and the flow use only the template whose rule matches the customer in the conversation.

When two rules apply to the same customer, ChatISP refuses and shows the conflict, for example: Fiber subscription and Radio subscription apply to the same customer in Active. Change the status, the plans or who sends, or mark one of them as default. When two plans have the same name, the panel shows the price or the code next to them.

Sending rules

• Ask the customer to confirm before sending: always on.
• Time to sign (days): 1 to 30 days. After that the contract expires.
• Reminder after (hours): 6 to 72 hours. The customer gets a single reminder if they have not signed yet.

The Message preview shows how the customer receives the invitation and the code. The Messages from agents and flows card gathers, read-only, the texts of the invitation, the code, the reminder and the final copy, which are defined in Ravisign.

Sending by the agent

In the conversation, the Customer panel has the Send contract button (see Customer record).

1. Choose the template. The list shows only ready templates whose rule applies to the agent and to this customer.
2. Choose the customer contract in the ERP, when there is more than one.
3. For a plan change, choose the new plan from the ERP list: name and price come from there. Without the list, type the plan and the price; the screen warns that the price goes into the contract as typed.
4. Fill in the data only the customer knows, asked in the conversation. It goes into the contract and is not stored in ChatISP. If something is missing, the field is flagged with the reason.
5. Adjust the time to sign if needed (1 to 90 days).
6. Click View preview to check the contract with the real data, confirm that the person in the conversation is the account holder and click Send through the chat.

Sending is refused, with a message on screen, when: the account has no plan; the envelopes for the month have run out; the template lacks legal clearance (the message says what is missing and offers Open in Ravisign); the template rule does not apply to the customer; a submission of the same template is already in progress for them; or the ERP record has no name.

Sending by the AI

On the AI action tab, the The AI can send contracts for signature switch (Allow button) lets the AI offer and send the templates where it is selected under Who sends. The same switch appears in the AI settings, with a shortcut to Contracts.

• The AI sends only to the account holder.
• It asks in the conversation only for what is missing, checks CPF, CNPJ, postal code and e-mail, shows a summary and sends only after the customer says YES.
• The AI writes the invitation with the link in its own words. The confirmation code never goes through the AI: it is sent right after, in a short sentence (To sign, use this code: 123456. It is valid for 30 minutes.).
• If the template lacks legal clearance, or something else prevents sending, the AI hands the conversation to an agent with the reason.
• With no template enabled for the AI or no envelopes in the plan, the AI does not offer contracts, and the tab warns about it.

Each submission uses one envelope from the plan, like any other.

Sending by a flow

In Flows, the Send contract step generates and sends the contract from the chosen template.

The step has two outputs: Contract sent and Could not send, followed when the contract cannot be sent; the reason is recorded in the conversation. The editor warns when Ravisign is not connected or when no template is ready.

What the customer receives

1. Invitation: the message with the link to open, review and sign the contract. On the official API, with the window open, the link goes in the Sign contract button.
2. Confirmation code: arrives right after, with its validity. The customer types it on the signing page. The conversation history shows only the line Confirmation code sent, with the validity: the code is never stored. If the customer pastes the code into the conversation, the reply explains that it goes on the signing page.
3. Reminder: a single reminder, at the time set in AI action, if the customer has not signed yet.
4. Final copy: once the contract is signed, the signed PDF arrives in the conversation for the customer to keep.

The customer signs on their phone, on the Ravisign signing page, and can request a new code right there. There is a limit of one code per minute and a few codes per hour.

Official API 24-hour window

On Meta official API connections (see WhatsApp connections), only approved message templates can be sent outside the 24-hour window. ChatISP submits two contract message templates to Meta for approval on its own, one for the invitation and one for the signed copy. Once approved, the invitation and the copy go out even with the window closed. Without them, or for the code, the delivery stays pending, an internal message warns in the conversation and everything goes out as soon as the customer writes again. QR code connections have no window.

Internal messages in the conversation

Each step becomes an internal message in the conversation, visible only to the team: contract generated, invitation sent or resent, customer signed, awaiting the company, signed by the company, declined, expired, canceled, deadline extended, copy delivered and completed. When the customer declines, the conversation goes to the team.

Signed plan change

When a plan change contract is signed, ChatISP opens a work order in the ERP to apply the change. How that order is opened in each ERP is set on the New customer tab, under Advanced, on the Plan change in the management system card. Without that setting, the team applies the change manually.

Company signature

The How your company signs card shows, read-only, how contracts get the ISP signature. It is configured in Ravisign, through the Set up in Ravisign button.

In Awaiting the company, the customer has signed and the ISP side is missing. The status appears on the Sent tab (with its own filter), in the Overview, in the timeline and as an internal message in the conversation. Anyone with the Company representative for contracts permission gets the notice in Team, with the link to sign in Ravisign. The final copy and the work order in the ERP go out only after the company signs.

The card also shows the representatives registered in Ravisign, how many contracts are awaiting the company right now and warnings about an expired or missing certificate.

New customers through the conversation

Someone who messages on WhatsApp wanting to sign up can be served from start to finish by the AI: ERP registration, installation fee, subscription contract and installation order. The New customer tab gathers these options in cards that save on click. The In practice summary describes in one sentence what is on. Everything starts off.

What the AI does on its own

Installation fee

• No fee, Fixed amount (the AI states the amount before registration and generates the charge due in 3 days) or The team arranges it.
• When to charge: before the contract or after signing.
• The amount always comes from the settings, never from the conversation: the AI does not negotiate or make up prices.

Installation order

• Agree on the day: the AI agrees with the customer on a day within the next 60 days and the period (Morning or Afternoon), and the order is created with them.
• The team schedules: the order opens without a date, and the customer is told the team will get in touch.
• The order carries the address, the agreed day and the link to the signed contract. To open orders, enable ERP work orders in Integrations and have an Installation type in work orders.

Subscription contract

For a new customer to sign the subscription contract, the rule of the subscription template must include the New customer status and the AI as sender (see Who sends each template). The tab warns when the AI is off for contracts or when no template applies to new customers.

What each ERP supports

Each ERP shows on the tab, as labels, what it supports: Direct registration, Registration as a request or No registration by the AI; Creates the fee or Fee by the team; Opens the installation or Installation by the team.

Whatever the ERP does not support stays with the team, with an internal note in the conversation and the customer informed. A document already registered does not create a duplicate. A failure to generate the fee or open the installation becomes a notice for the team.

SGP and Gesprov parameters

For SGP and Gesprov, the Parameters button opens the fields the ERP requires for direct registration. While a required field is missing, the card shows Needs setup.

Date of birth

When the ERP requires the date of birth (Gesprov with a CPF), the AI asks for it and confirms the account holder is 18 or older. The date goes only to the ERP and is not stored in ChatISP.

Tracking

Overview

The Contracts through the chat panel shows the figures for the period (This month, 30 or 90 days): sent, awaiting the customer, awaiting the company, signed, declined or expired, signing rate, average time to sign, sent by the AI and plan usage. Clicking a figure opens the submission list already filtered. Below are the latest submissions, Terms ending soon (next 60 days) and the See everything in Ravisign shortcut.

The Ravisign connection card shows the account, the free trial, the plan, the last contact and the update mode: Automatic notice (Ravisign notifies ChatISP immediately) or Periodic check (ChatISP checks every few minutes).

Sent tab

The Sent tab lists every contract, with search by customer, phone or ticket number and filters by status, template, origin (Agent, AI or Flow) and period.

Actions for each submission:

• Open conversation.
• Resend invitation: sends the link and a new code.
• Download signed copy.
• See timeline: ChatISP and Ravisign events, in order.
• Cancel: requires a reason, which the customer does not see. The envelope used does not return to the plan.

Records and privacy

The signature evidence (who signed, when and how) is stored in Ravisign together with the signed contract. ChatISP keeps the timeline and the internal messages for each submission. The confirmation code does not go into the conversation history, the audit log or the AI, and the data asked from the customer goes only into the contract.

Common problems