Nuvia for SMBs # When WhatsApp can't keep up with your whole company Sales, support and billing on the same number, with AI working alongside your team. Each chat reaches the right team with the customer's history, and nothing gets lost. [Talk to a specialist](https://nuvia.ai/en/demo?cta=conversas_smb_hero_demo) [Try it free](https://app.nuvia.ai/) *[Nuvia's Conversations screen with the list, the chat and the contact panel, in three situations: a sale that turns into support, a billing message for a customer who changed numbers and a support request that turns into a sale. In each one the AI understands audio, a photo or a document, sends the conversation to the right team and hands it to a person, who finds the summary ready.]* For companies that have outgrown WhatsApp on a phone - Stores and e-commerce - Clinics and practices - Schools and courses - Internet providers - Real estate - Gyms - Repair shops and services - Distributors Before and after ## When the whole company shares one WhatsApp, nobody keeps up The customer comes in through sales but needs support. Billing writes to a number the customer no longer uses. And every team has its own version of the customer. ### WhatsApp on someone's phone - 3 people, 1 number, and nobody knows who owns the conversation - A sales customer who needs support waits for someone to pass it on - Billing writes to the old number because nobody updated the record - Whoever takes over asks everything again, and the customer retells the story - Messages that arrive at night are only seen the next day ### With Nuvia - Everyone on the same number, every conversation with an owner - The conversation goes to the right team, with the history attached - One record per customer, updated for every team - Whoever takes over reads the AI summary and picks up where it stopped - The AI replies right away, including at night and on weekends Everyone on the same number ## Sales, support and billing on the same WhatsApp The whole team answers from the same number, each team with its own conversations. You see at a glance what the AI is handling, what each person has and what is waiting for a reply. *[Conversations screen with the side panel (sender, funnel, teams, conversation state and team presence) and the list filtered by the All, Mine, AI, Needs attention and Unassigned chips.]* Click the filters: the list changes just like in the product. - **Every conversation has an owner** You know who is handling it, the AI or someone on the team, without asking in the group chat. - **Each team with its own filter** Mine, AI, Needs attention and Unassigned separate what belongs to whom. - **The view you prefer** The same conversations as a list, a table or columns by stage. Many topics, one WhatsApp ## The customer changes topic and the conversation follows Someone who bought yesterday needs support today. The AI moves the conversation to the right team, or your team does it in one click. The history, the data and the summary go along. - From sales to support without changing numbers - Each team with its own stages - The customer never repeats the story *[A conversation leaving the Sales funnel and moving to the Support funnel, with the history preserved.]* AI and team in one conversation ## The AI answers and hands off to your team with everything explained The AI solves what it can and brings in a person when needed. Whoever takes over sees what the AI did and what the customer already said. Then they hand it back to the AI to continue. - Replying takes over the conversation and pauses the AI - The AI never talks over the person handling the chat - Every handoff is logged in the conversation - You hand it back to the AI with a direction, and it carries on *[A simulated auto repair shop conversation in three moments: the customer complains about a noise and the AI hands off to Paulo; Paulo takes over and books a return visit; the AI resumes and reminds the customer of the time.]* Audio, photos and documents ## Customer sent a two-minute voice note? The AI listens and solves it On WhatsApp, customers explain by voice note, send photos and share receipts. The AI transcribes every audio, understands photos and documents and replies based on them. Whoever takes over reads everything in the conversation without stopping to listen. - Transcript right below the voice note, readable in seconds - Photos described: the damaged product, the cracked screen, the error screenshot - Documents recognized: invoice, receipt, bill, contract - Everything the AI understood goes into the conversation summary *[WhatsApp conversation with a repair shop where the customer sends a voice note, a photo of the cracked screen and the invoice. The AI transcribes the audio, identifies the photo and the document and replies with the price and turnaround.]* Summary and analysis ## Open the conversation and know right away what the customer wants The AI reads the whole conversation, including voice notes, photos and documents, and writes a summary. It also shows the customer's temperature, the conversation's sentiment and a 0 to 100 score, so the team knows where to start. - A summary ready in every conversation - Temperature, sentiment and score to prioritize who is ready to buy - Qualification per criterion, with the reason behind each rating - The same data becomes filters in the conversation list *[Insights tab of a custom furniture store's contact panel: interaction summary, Hot temperature, Positive sentiment, score 87 and the qualification with a rating and reasoning for each criterion.]* AI that helps your team ## The AI works alongside your team What people know becomes context for the AI, and what the AI does stays visible to whoever is handling the chat. Three parts take care of that exchange. - ### Hand back to the AI with a direction In Resume AI and send message, you set the focus in one sentence and the AI writes the next message with the conversation's full history. - ### Rate every AI reply A 👍 or 👎 on any AI message, with a reason when something went wrong. The team sees the rating instantly, and the reason goes to Nuvia to review with you. - ### Align with the team without the customer seeing Internal notes show up in yellow in the middle of the conversation and stay saved on the contact, even after the conversation is resolved. An organized queue ## Every new conversation lands with someone on the team Nuvia hands each conversation to whoever is available, with no group chat to decide who replies and no forgotten customer. Urgent priority goes to the top of the list. - Distribution by availability or by workload - One rule for the whole company or one for each team - Automatic presence: online, away and offline - The salesperson stays the customer's owner when someone else replies *[Conversation distribution with the By availability rule: three new conversations arrive and each goes to someone online on the team.]* Official WhatsApp API ## Official WhatsApp, with Nuvia as a Meta partner Nuvia is a Meta Business Partner and connects your number through the official WhatsApp API. It's the path Meta itself recommends for businesses serving many customers, with approved templates and without the risk of unofficial tools. - Connection through the official API, with no unauthorized tools - Meta-approved templates to restart conversations outside the 24-hour window - The same number in the WhatsApp Business app on your phone and in Nuvia - Our team helps you connect and set things up [Try it free](https://app.nuvia.ai/) - **Official WhatsApp API** Your number connected through Meta's official channel - **Approved templates** Marketing, utility and authentication messages reviewed by Meta - **Coexistence** The same number on your phone and in Nuvia, with messages in sync All in one place ## Everything your company's customer service needs The features your team uses every day, without leaving the conversation or opening another tool. ### Quick replies with variables Save a message once, with variables and attachments, and use it in any conversation by typing /. If the contact's name is missing, a fallback goes in or sending waits: the customer never gets a blank field. ### Audio, images and PDFs in the chat Send and receive media without leaving the desk and open PDFs right on screen. The AI transcribes voice notes and describes photos and documents. ### Transfers with full history Pass the conversation to another person or a team. The history goes with it and the customer never notices the switch. ### Priority and Needs attention Urgent goes to the top of the queue. When a customer replies to a conversation a person is handling, it gets the Needs attention mark instantly. ### Inbox, Table and Kanban Answer from the list, review and export from a table with the columns you want, or drag the conversation to another stage in Kanban. ### Full conversation as PDF Create the complete record of a conversation, in order, showing who said each message. ### WhatsApp on the phone and in Nuvia With coexistence, the same number works in the WhatsApp Business app and in the desk, with messages in sync. ### 24-hour window in sight The desk warns when the WhatsApp window is about to close and suggests the approved template to restart. ### Connected to the rest of your operation Contacts synced with HubSpot and RD Station, plus API, webhooks and MCP to take conversations wherever you need. ### One-click calling Call the contact straight from the conversation, in the browser. The recording and transcript stay in the history. ### A record of every conversation Time to first reply, handoff wait time and handling time on every conversation, with the last 90 days exportable to a spreadsheet. FAQ ## Questions from companies organizing their WhatsApp **What is WhatsApp Business coexistence?** It's the Meta feature that lets the same number work at the same time in the WhatsApp Business app on the phone and in the official API. With it, you use Nuvia without changing numbers, and messages stay in sync in both places. **Do I need to change my WhatsApp number?** No. You connect the number you already use through the [official WhatsApp API](https://nuvia.ai/en/features/canais), and it keeps working in the WhatsApp Business app on your phone. **Does my team have to give up their phones?** No. With coexistence, the same number works in the phone app and in Nuvia, with messages in sync. Your team chooses where to reply. **What's the difference between WhatsApp Business and the WhatsApp API?** The WhatsApp Business app is built for replying from a phone. The official API connects the number to a platform like Nuvia, with several agents, AI agents and Meta-approved templates, and with coexistence you use both on the same number. **What does being a Meta Business Partner mean?** It's the badge Meta gives its official partner companies. Nuvia connects your WhatsApp through the official API, with Meta-approved templates. **Can several departments use the same number?** Yes. Sales, support and billing reply from the same WhatsApp, each with its own funnels, and the conversation moves between departments without the customer repeating anything. **What if the customer changes their number?** The customer has a [single record](https://nuvia.ai/en/features/contatos) for the whole company. When someone updates the number, it changes for every department, and the history stays on the same contact. **How does the AI learn about my business?** Through the Knowledge Center in the [Smart Funnel](https://nuvia.ai/en/features/funil-inteligente): you add texts, documents, websites and media, and the AI answers with that information. **Can I try it before I buy?** Yes. Create your account at app.nuvia.ai and try it for free. If you prefer, book a [demo with your use case](https://nuvia.ai/en/demo). ## Put your whole company on the same WhatsApp Sales, support and billing on the same number, with AI working alongside and every conversation with the right team. [Talk to a specialist](https://nuvia.ai/en/demo?cta=conversas_smb_final_demo) [Try it free](https://app.nuvia.ai/) --- Source: https://nuvia.ai/en/features/conversas/smb