Widget on your site
A snippet on your site opens a ticket, follows its progress and rates the service without leaving the page.
Support module Every channel in one queue,
Every channel in one queue,
with the clock in plain sight
The ticket arrives through the widget (on your site or inside your app), chat, email, WhatsApp or phone and lands in the same place. The queue shows what is heating up, the SLA can count business hours only, and Brazil's SAC response deadline is part of the math.
- Unlimited users
- AI on your company's own key
- Portuguese, English and Spanish
Channels Where your customer asks for help
Where your customer asks for help
is up to them
Every path reaches the same queue, with the same history and the same deadline. The public API keeps customers, contacts and products in step with your system.
Inside your app
The same widget runs natively on iOS, Android, Flutter, React Native, .NET, Delphi, Lazarus, Java and Python, with an unread badge and push.
Live chat
A conversation right away when someone is free, a queue when it is full, and a form when you are closed. In the queue, the customer sees their position and how many people are ahead of them.
Each company gets its own inbound address. The customer reply comes back to the same ticket, with nothing lost.
Phone and in person
Your team logs the contact on the customer's behalf, picks the right person and can settle it on the spot.
One-to-one chats and the customer's group, in the same queue. The customer proves who they are with a code sent to their email, your company's AI also answers in the group, and at the end they give a score from 1 to 5. Powered by our partner bZapper — the number is contracted separately, there, and is not part of any bFocus plan.
WhatsApp · through our partner bZapper Your company’s WhatsApp,
Your company’s WhatsApp,
the customer’s group included
Your company number becomes one more channel in the same queue — and the group you already share with the customer comes along. No conversation living only on one agent’s phone.
- One-to-one chats and groups land in Mesa, in the same queue as the widget, chat and email
- A first-time writer proves who they are with a code sent to their email, and the ticket is born under the right customer
- Someone who works with several companies is asked which one the ticket belongs to — bFocus never guesses
- In the group, your company’s AI reads the request and asks before recording it: “no” creates nothing, “yes” opens the ticket right away
- It names everyone who was tagged and only assigns when there is no doubt; when in doubt, it asks again
- Photos, voice notes and documents become ticket attachments, with the whole history on the Mesa side
- On closing, the notice with the ticket number stays in the group and the 1-to-5 survey goes to the requester’s private chat
Contracted separately, at bZapper
WhatsApp in Mesa works through bZapper, our partner. We enable the channel for your company, but the number’s account and plan are contracted there — a separate subscription that is not part of any bFocus plan. You start it from the bFocus connection screen.
Meet bZapper The customer’s group That group you already have
That group you already have
becomes a support channel
Everyone has one: the WhatsApp group with the customer, where the request gets lost between “good morning” and a meme. bFocus joins it and turns what is actually a request into a ticket — without pulling anyone out of there and without silencing the conversation.
Joins by invite, in a minute
On the customer’s page, WhatsApp group tab, you paste the invite link of the group that already exists and your company number joins. One group per customer. The AI introduces itself with a contact card, and anyone can ask it to introduce itself again.
The AI asks before recording
A group is many people talking, and not every complaint is a ticket. When it spots a request, it asks in the group whether to open one, naming everyone who was tagged. “No” creates nothing. “Yes” opens it right away, using what has already been said. Writing “open the ticket” skips the question.
Everyone answers for themselves
The AI only assigns a ticket when there is no doubt who asked; when in doubt it asks again instead of tagging the wrong person. A first-time writer proves who they are with a code sent to their email — and someone who works with several companies is asked which one the ticket belongs to.
The group does not become a spam box
You choose how it behaves: announce and handle, only when someone @-mentions the number, or record silently. On closing, the notice with the ticket number stays in the group and the 1-to-5 survey goes to the requester’s private chat — nobody rates support in front of everyone else.
Photos, voice notes and documents sent in the group become ticket attachments, and the whole history sits beside Mesa. What leaves the group is not lost.
The queue It shows you what
It shows you what
is on fire
No list sorted by date survives a busy day. The bFocus queue sorts by real urgency and explains the reason behind every position.
- Heat per ticket: hot, warm, ok or cold, with the reason in plain sight
- First-response and resolution SLA clocks, by priority
- If you want, the deadline counts only your service hours, skipping holidays
- The clock pauses while the ticket waits on the customer — and escalation respects the pause
- The SAC response deadline (Decree 11,034, Brazil's consumer-service rule) counted in calendar days, in parallel
- Every cut on a single screen: team queue, assigned to me, opened by me, following
- On the customer's side, waiting has a number: "You're in the queue — position N", how many people are ahead and the heads-up that they are next. The position moves on its own and counts the queue that is theirs: same company, same kind and same area
Escalation that warns you early
At risk near the deadline and on a breach, the alert goes to the owner, the department lead and the executives.
Mesa, the agent desk From conversation to
From conversation to
resolved ticket
The agent works on a single screen, with the customer dossier alongside and everything live.
- 1
AI answers first
It replies with a cited source. With no source, it hands over with a summary and whatever it has already collected.
- 2
The agent takes over
Queue by state, canned replies, internal notes, transfers and "waiting on the customer" one click away.
- 3
AI drafts, you review
At closing it proposes title, description, department, type and priority — and the agent approves.
- 4
Resolved, with a score
The customer rates it 1 to 5, the conversation stays attached to the ticket and the history follows in their dossier.
The heart of the ticket is the description; the conversation is there to consult.
Investigator mode The ticket arrives with the
The ticket arrives with the
technical write-up done
The mere possibility of a bug turns the assistant into an investigator. Instead of copying the customer's sentence, it gathers what development needs to fix it without coming back to ask.
- The first question is the one that proves it: which message shows up on screen and, if possible, a screenshot. Asking for that screenshot is a server rule, with the upload button in plain sight
- From there the script follows, one question at a time: screen and path, steps, what was expected, a concrete example, how widely it happens, since when, the last time with day and hour, frequency, profile, environment and impact
- "I don't know" counts as an answer too: it is recorded and the conversation moves on. The ceiling is 12 questions — nobody gets stuck in an interrogation
- A screenshot pasted into the text counts like an attached one: the assistant reads both and records what the image shows
- The technical write-up gets the screenshots as images and transcribes the exact message they show
- With an assistant available, the widget form carries on in the chat: title, description and attachments become the first message, and a bug ticket starts out investigating
- Whoever replies from the ticket screen also reaches the assistant — the server decides that. If your team is already on it, the AI stays out of the way
Gold for the people who build software
Instead of "it is not working", the ticket arrives with the exact message, the steps, an example, the scope and the impact. The technical write-up comes out of that same material.
Support by area Each area sees
Each area sees
its own work first
Area and product are different things: Finance handles the finance side of every product; Technical support handles its own products. The area gives focus, not a lock — every agent can still see and pick up any conversation.
- In Mesa, on the web and in the app, the My area / All switch puts your area's work first; a conversation from another area shows a discreet mark
- The new-conversation alert goes to the area. If nobody there is available, it goes to everyone who can answer
- When it is time to hand over to a person, the assistant works out the area. It only asks the customer when in doubt — once, and the customer answers with the number or the name
- Someone who asked to talk to a person is never asked, and neither is a WhatsApp group
- With no assistant, your company's AI sorts it quietly. With no AI set up on your key, the conversation keeps the channel's department
- One person can belong to several areas: their own department plus the ones listed under Also answers
- Live Team filters by area, and a department lead opens Live Team already on their area
Set up on the department
Tick Serves customers, write the name the customer sees, what the area handles and the order it appears in. That text is what the AI reads to decide.
Who is on duty On-call by the rules,
On-call by the rules,
not by improvisation
A monthly roster that checks itself
The roster won't publish with a shift over 10 h, less than 11 h between shifts, on-call over 24 h or weekly rest under 35 h — the thresholds set by Brazilian labour rules; a shift over 8 h raises an alert. Publish it, swap people and copy last month.
On-call, live
Who is answering right now, how many people the queue can take and what the customer sees at this very moment — including outside business hours. On a phone, on-call carries on in the bFocus Atendimento app, already on the App Store and the Mac and Windows stores.
Agents by product
Each agent joins the roster for the products they know, with capacity set per seat.
Setup with no mystery
The screen tells you in plain words why chat is unavailable: switched off, outside hours, or nobody free.
Validation is a management guardrail, not a time clock.
After the ticket What the volume
What the volume
has to say
Indicators
Volume, first response, resolution, reopening and CSAT, through the Me, My team and Company lenses.
Customer health
An explainable score built from SLA, CSAT, severe tickets, reopenings and abandonment, with a 26-week trend.
Knowledge base
Articles by product with hybrid search. It is the same base the AI cites when it answers.
Gaps and themes
Questions left unanswered become article assignments; subjects that keep coming back become backlog tasks.
Compliance
A SAC and LGPD panel: protocol number, deadline, access to a human, exports and retention.
Canned replies
Reply templates, internal or shown to the customer, applied in one click.
Questions about Support
Does the SLA stop while the ticket is waiting on the customer?
It does, if your company wants it to. It is an option: with it on, the clock freezes while the ticket waits on the requester and escalation ignores that stretch. The legal SAC deadline, though, keeps running in calendar days.
What is the SAC response deadline?
Decree 11,034/2022, Brazil's consumer-service rule, gives you 7 calendar days to answer a consumer. bFocus counts that deadline alongside your commercial SLA: the ticket starts heating up on the fifth day and turns hot on the seventh, so nobody finds out about a breach after the fact.
Do I have to use live chat?
No. The module runs on the widget, email and phone with no chat at all. Chat is one more channel — and WhatsApp runs through it — and the company chooses the hours it shows up.
Is the AI mandatory?
No. With no AI key registered everything works the same — just without suggestions, without automatic summaries and without an agent. Whenever you want, you register your company's key and choose the level.
Get the queue in order this week
Account live in 5 minutes, with widget, email and SLA working from day one.