Chat and tickets with SLAs
Support that preserves deadlines and history
Conversations, tickets, contacts and knowledge base in one place. SLA counts only business hours and pauses while waiting for the customer.
A separate tool for every channel
Conversations, tickets and calls share the same contact record and login.
Misleading SLA
The clock runs only during business hours, excludes holidays and pauses while “waiting for customer”.
Answering the same question a thousand times
Saved replies, macros and suggested articles appear beside the conversation.
What's included in support
Each feature shows its current status — no hidden promises.
Team inbox
Real time, with “mine”, “unassigned” and “team” views. The first person to reply becomes the owner.
Transfer, snooze or create a ticket
Team transfers with a reason, snoozing with automatic return and tickets created from conversations.
Business-hours SLA
First response and resolution by policy, with calendars and holidays per team.
Automations and macros
“When / if / then” rules and one-click macros, recorded in the ticket timeline.
Custom fields
Text, numbers, dates, lists and more — use them to filter queues, build rules and require information.
Related tickets
Link tickets, merge duplicates and connect incidents to a problem.
Knowledge base and portal
Articles with review and version history; public articles answer questions in the chatbot and a help portal without login.
Satisfaction and reports
Surveys after resolution, CSAT by team and agent, groupable reports and spreadsheet exports.
AI reply suggestions
With company AI enabled, agents request a draft based on the conversation and knowledge base, then review and send it. Internal notes are never sent to the AI provider.
AI ticket summary
One click summarizes the full ticket conversation and classifies customer sentiment, helping supervisors prioritize without reading everything.
Automatic AI triage
AI suggests the ticket's team, priority and type from its subject and description. The agent decides what to apply; nothing is saved automatically.
Productivity ranking (optional)
Off by default — the company chooses whether to enable it. Each agent sees top positions and their own rank, never the full colleague list; only supervisors see everything.
AI quality score (optional)
Automatic assessment at chat and ticket closure — tone, clarity, resolution and process, each with a score and explanation. Off by default; when enabled, it uses the company's own AI key.
Customer portal
Your customer checks their ticket's status and history without speaking to an agent or logging in.
“Ask Gerivia” AI assistant
Ask in Portuguese (“which of my team's tickets have breached SLA?”, “does this customer have an overdue invoice?”) and request tasks such as opening, commenting on or assigning tickets and moving deals. It sees only what you can see, acts only after you click “Confirm” and never sends messages to customers. Off by default; uses the company's own AI key.
How it works
- 1Create teams and assign each person to the right team.
- 2Set business hours and SLA policies.
- 3Add the saved replies, tags and fields your operation uses.
- 4Track deadlines, satisfaction and volume in reports.
Frequently asked questions
Does SLA count weekends?
No, unless you want it to. Deadlines run only during configured business hours, excluding national holidays and those you add.
Can agents see other teams' conversations?
No. Each person sees their teams' work, and company isolation is enforced in the database itself.
Can the AI assistant do something I cannot?
No. It uses your own access: if you cannot see a team or change a ticket, neither can it. Every action appears on a card for your confirmation and is audited. Sensitive actions (data deletion, credentials, bulk sending and customer messages) are outside its scope.
Can I export the data?
Yes. Reports export as spreadsheets (CSV files that open in Excel), and exports are audited.
Everything in one place
Artificial intelligence
Assistant, replies, summaries and MCP to simplify work.
No-code chatbot
Visual flow builder, on-screen simulator and agent handoff.
CRM — sales pipeline
Sales pipeline linked to the same contact you support and bill.
Collections dialer
Debtor details on screen, with calling hours enforced automatically.
Cloud telephony (PBX)
Extensions, queues, IVR, route simulator and recording.
Integrations
ERPs, webhooks, alerts and API — Gerivia connected to your other tools.
Want to see support with your own scenario?
Try for 7 days, no card required, with assisted activation. Then R$ 55 per user/month or R$ 600 per user/year, if you decide to subscribe.