TAUTIVA HELP CENTER

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Clear, practical Tautiva guides—from signing in to everyday customer service, sales, and team management.

Step-by-step guidesOrganized by roleMobile-friendly

FIND YOUR ROLE

What do you do in Tautiva?

Choose the learning path that matches your work. You do not need to read every guide.

Customer ServiceView learning path Sales / BDView learning path CollectionView learning path SupervisorView learning path MarketingView learning path Owner / AdminView learning path Contact CenterView learning path

POPULAR GUIDES

A good place to start

STEP-BY-STEP GUIDESign in to TautivaSign in using the email address and password associated with an account authorized for your workspace.STEP-BY-STEP GUIDEGet familiar with the InboxInbox is where agents see and manage customer WhatsApp conversations.STEP-BY-STEP GUIDECreate a Case for a customer issueA Case is a ticket for tracking a customer issue, its owner, and follow-up until it is resolved.STEP-BY-STEP GUIDECreate a new sales opportunityAn opportunity records a potential sale and its progress for the team.STEP-BY-STEP GUIDEUnderstand Collections and invoice dataCollections helps teams track payment obligations and follow-up work.STEP-BY-STEP GUIDEInvite and manage workspace team membersInvite colleagues to the correct workspace and give them only the access they need.

ALL TOPICS

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Getting started

Sign in and find the right workspace.

What is Tautiva and for whom?Sign in to Tautiva Know the workspace and the side menu How to change a password

Inbox & customer support

Handle customer conversations each day.

Know the Inbox screen Search and filter chats Opening chat and replying customers What does the Bot active mean and Take over?Set up an officer or move a conversation line Using a quick reply without sending it wrong Add notes to CS associates without sending to the customers Sending image or file via chat Close conversation after completion Using continued filters and mass measures safely Understand officer's status and capacity Reading notifications and mentions from team

Customers

Customer profile and relationship history.

Search customer profiles in Customers Import and export CSV customer data Check and update the customer profile Know the client's relationship with the company's account Understand tags, consent and customer communication preferences Add a note to Customer 360 Recognize double customers and when to merge

Cases

Track customer issues through resolution.

Make Case for customer problems Monitor case status and follow up Understand SLA and the term of service Set category, calendar and target SLA Scheduled follow-up and reminded the chair of Case Finish, close, and reopen Case What to do when the SLA is almost missed or broken?Understand when SLA may be paused or continued

Sales

Sales opportunities and follow-up work.

Create a new sales opportunity Look at the pipeline and the opportunities that need to be followed up.Updating sales opportunity Creating follow-up schedule for Sales opportunities Reading filters Mine, due today, Overdue and No next action Get to know and organize the pipeline

Collections

Invoices and payment follow-ups.

Understanding Collections and bill data Note customer payment obligations Registering invoice sources and importing CSV Check invoice matching Review payment claims and invoice exceptions Reading dashboard operations for Collections Check the double bill reference before recording Fix imported CSV files Distributing CSV invoices, bonds, and verifiable payments Check the payment evidence before deciding the invoice status Dealing with customers who argue with the bill Reading invoice and import freshness on dashboard

Campaigns

Plan and review customer Campaigns.

Create Campaign message draft Select recipients and review Campaign's worthiness Understand the check phase before Campaign is sent Save Campaign messages as reusable template Create a customer segment for Campaign Understand Campaign start delivery and control Pause and proceed safely Reading Campaign delivery results without misinterpreting

Contact Center

Calls, queues, and team supervision.

Monitor line Contact Center Note the interactions of outgoing calls Reading Operations for Supervisors Understand the status of the call from waiting to be completed Understand the claim, release and transfer calls Call wrap-up completion Connecting calls with customers, Case, or Sales Monitoring stacking capacity and line Read the supervisor's intervention history

Team & administration

Users, WhatsApp channels, and settings.

Inviting team members to workspace Organize line members and agency capacity Checking WhatsApp connections in Channels Know the Administration page Where are the AI settings and the subscription bills?Select the role of Agents, Supervisors, Admin and Viewer Received invitation to workspace Checking unaccepted invitations Checking the name of the company and the time zone Checking the WhatsApp channel without disconnecting Why is it a feature with not enabled or Read Only?

Troubleshooting & glossary

Common solutions and clear explanations.

When Queue appears Could not get into account Menu is invisible or key cannot be used The dictionary is a simple Tautiva term When it appears Troubleshoot a page that will not load WhatsApp message not sent or its status is unchanged Customer or Case not found while looking Information to prepare when requesting admin help

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