Answers customers, sells and gives you your time back
WhatsApp chatbot for IT companies in Brazil, with a built-in CRM
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
The same WhatsApp receives tickets from customers with a contract and quote requests for new projects. The agent separates the two, qualifies what is a project and books the technical meeting while your team handles the incident.
Before that, see the AI agent demos and the CRM with service provider examples.
What is the best WhatsApp chatbot for IT companies in Brazil?
The best WhatsApp chatbot for IT companies in Brazil is the one that answers on the number the company already uses, with the business rules written by you. An AI agent on WhatsApp for an IT company is CertuAI's automatic attendant. It separates support tickets from customers with a contract from new sales leads, collects the number of users, systems involved, integrations and project deadline, books the technical meeting and answers what is included in the support contract.
Summary in 7 facts
- The same WhatsApp receives tickets from customers with a contract and quote requests for new projects.
- The agent separates the two, qualifies what is a project and books the technical meeting while your team handles the incident.
- Before that, see the AI agent demos and the CRM with service provider examples.
- The best WhatsApp chatbot for IT companies in Brazil is the one that answers on the number the company already uses, with the business rules written by you.
- What changes is who answers first: the message no longer waits for you and is answered right away.
- These are four everyday company situations before and after the CertuAI agent.
- The agent wins at repetitive tasks, and the person keeps winning at what takes judgment.
By the numbers
| Number | What it means |
|---|---|
| US$ 75 per month | The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. |
| US$ 120 per month | Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. |
What changes at the company with an AI agent?
What changes is who answers first: the message no longer waits for you and gets answered right away. These are four everyday company situations before and after the CertuAI agent.
TodayA server-down ticket arrives together with a quote request, and one of the two waits
With CertuAIThe agent separates support from sales in the first minute and sends each one to the right place
TodayA lead asks for a system proposal without saying how many users or what the deadline is
With CertuAIThe agent asks about users, systems involved and deadline before passing it to the team
TodayA customer thinks the contract covers something it never covered
With CertuAIThe scope and coverage hours go out in writing, always the same
TodayThe conversation stays on the phone of the technician who handled it and disappears when he goes on vacation
With CertuAIThe customer's history stays in the company's CRM, and any technician picks up where it was left off
What does a conversation handled by the AI look like?
Example conversation
Company AI agent
Customer: Our email stopped working, can you look at it today?
AI agent: Do you already have a contract with us? Meanwhile, tell me since when it stopped and what you have already tested.
AI agent: I'll log the ticket with everything in writing for the technician.
Is an AI agent or manual customer service worth more for IT companies?
The agent wins at repetitive tasks, and people keep winning at what takes judgment. With manual service, someone at the company has to stop what they're doing; with the CertuAI agent the answer goes out on its own and you join the conversation whenever you want.
| Aspect | The manual way | With the CertuAI agent |
|---|---|---|
| Ticket from a customer with a contract | Sits in the same queue as the sales message, on the same number | Identified right away and passed to the support team with what has already been tried |
| Quote request for a new project | Waits until a technician has time to reply | Qualified right away: users, systems, integrations and deadline |
| Question about what is included in the contract | Each technician answers differently, and the customer's expectations grow | Always answered with the scope and coverage hours you wrote |
| Message outside business hours | Sits until opening time, with the customer not knowing whether it was seen | Logged right away, with the real response time and the on-call route |
| History of what each customer has already asked for | Scattered across each technician's WhatsApp | Kept together in the CRM, next to the contact and the deal |
What does the WhatsApp agent do for IT companies?
It does the customer service that is yours today. You teach the business once in the Brain, CertuAI's knowledge base, and the agent answers clients your way, with your rules.
Triage between support and sales
A customer with a contract goes to the ticket queue, and a new prospect goes to sales qualification.
Collecting what has already been tried
Before calling in the technician, the agent asks what happened, since when and what they have already tested.
Project qualification
Number of users, systems involved, integrations and deadline, recorded in writing.
Support contract scope
What is included, the hours covered and what is billed separately, the way you write it.
Real response time outside business hours
Outside business hours it logs the ticket and says when someone will answer, instead of leaving the customer hanging.
What questions do clients send on WhatsApp?
They're always the same questions, and the agent answers each one on its own. These everyday company messages no longer depend on you having your phone in hand.
How does the agent start answering customers at the company?
In three steps, on the same day. No installation, no code and no changing the number clients already know.
Teach your business
In one conversation, you explain services, prices, hours and rules, as you would to a new employee.
How much does an AI agent on WhatsApp cost for IT companies?
The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. No lock-in contract and no setup fee.
Get started now
Create the agent, connect WhatsApp and see it working at your company.
Create my agentWhat needs to be ready before turning the agent on at the company?
The agent answers what is written, and nothing beyond that. Have these points defined before you connect WhatsApp.
- The list of customers with an active contract, or the rule the agent uses to recognize one
- The support contract scope: what is included, the hours covered and what is billed separately
- The questions the technician always needs answered before taking a ticket
- The minimum data to quote a project: users, systems, integrations and deadline
- The real response time outside business hours, and whether there is an on-call service and how to trigger it
- Who gets the ticket and who gets the sales lead, with name and hours
Whether the agent can open a ticket directly in your support workflow or only collects the information and alerts the on-call technician.
The most common mistake: Letting the agent treat a ticket from a stalled customer as if it were a new lead. Someone whose system is down gets sales questions, and the conversation turns into a complaint before it becomes service. Read how to fix this.
Frequently asked questions from IT companies
Does the agent solve technical tickets?
No. It identifies that it is a ticket, collects what happened and since when, and passes it to your team. You are still the one who solves it.
Can it tell a contract customer from a new lead?
Yes, and that is the main gain here. You set the rule and the agent follows different paths from the first reply, without the two competing for the same queue.
Does it explain what the contract covers?
It answers with the scope and coverage hours that you write. This keeps the customer from finding out at the moment of an incident that something was a separate service.
Does it work outside business hours?
Yes. Outside business hours it logs the request, gives the real response time and points to the on-call route, if you have one.
In what other fields does the CertuAI agent work?
In any business that serves customers on WhatsApp, because the Brain is written by you. These fields have a day-to-day closest to yours.
Where can I read more about CertuAI's WhatsApp agent?
These pages explain the same agent from another angle: how it works, price, common questions and comparisons between platforms.
- Demo CRM with service provider examples, to try without signing up
- How the AI WhatsApp chatbot works
- CertuAI plans and prices
- How much it costs to put AI in your business
- WhatsApp AI guides, step by step
- AI blog for small businesses
- Compare WhatsApp chatbot platforms
- All fields served by the CertuAI agent
In short
Separates support tickets from contracted customers from new sales leads, qualifies the project and books the technical meeting, with the history kept together in the company's CRM.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent