AIrton - Demander Support Automated Customer Service Bot
AIrton is the official AI-powered virtual assistant of the Demander support team. It handles preliminary customer support (triage) and provides instant answers to questions regarding the setup, configuration, and daily use of the Demander platform.
You can connect with AIrton through the official support WhatsApp channel:
- 📱 Support WhatsApp: +55 51 9173-2791
How AIrton works
Section titled “How AIrton works”AIrton was designed to streamline support and deliver fast resolutions without waiting in line for frequently asked questions.
Real-time consultation with official documentation
Section titled “Real-time consultation with official documentation”All technical answers provided by AIrton are retrieved directly from the official Demander Knowledge Base (docs.demander.com.br). The bot leverages the platform’s official search index to find relevant articles, manuals, module guides, and operational workflows.
Key features of AIrton’s answers:
- Verified information: it replies solely based on officially documented and tested platform behavior. It never invents features or assumes undocumented functionality based on screen layouts.
- Clear and concise answers: messages are tailored for easy reading on WhatsApp, using straightforward language and short paragraphs.
- References and documentation links: at the end of technical explanations, the bot provides the name of the reference article or doc link, making it easy to learn more.
- Safe handling of complex rules: for topics with multiple business variables (such as Commercial Policies, Pricing Rules, Surcharges/Discounts, and ERP Integrations), AIrton explains the documented standard rule and recommends validating with a human support agent when specific company rules apply.
Access to previous conversation context
Section titled “Access to previous conversation context”AIrton can access recent support conversation history (up to 10 previous tickets). This ensures continuity, allowing the assistant to understand recent context without requiring you to repeat your entire background information.
Starting support and protocol number
Section titled “Starting support and protocol number”When you send your first message to the WhatsApp support number, the service flow begins automatically:
- Introduction: the bot introduces itself and confirms your contact details.
- Protocol generation: a unique protocol number (e.g.,
#12345) is created to identify that specific conversation lifecycle. - Shared history: AIrton informs you that the full conversation transcript is saved and visible to human support analysts. You are free to send detailed questions, screenshots, and logs.
Tip: the protocol number tracks the WhatsApp chat session. If your inquiry requires in-depth tracking through our internal ticketing system (Movidesk), a ticket number can also be assigned.
Transferring to human support
Section titled “Transferring to human support”Humanized support remains a core pillar of Demander. AIrton serves as an accelerator and never prevents you from speaking with our specialists.
Transfers to a human analyst happen seamlessly in two situations:
1. User request (“Speak with a human”)
Section titled “1. User request (“Speak with a human”)”You can ask to speak with a human analyst at any point. Simply send messages such as:
- “Speak to an agent”
- “Human support”
- “Talk to a human”
AIrton will immediately transfer the conversation to the support team queue and confirm the assigned analyst:
“Your request has been forwarded to human support with [Agent Name]. Conversation history is already available to the team. To speed things up, please send any details you haven’t shared with AIrton yet.”
The bot will then confirm that human support has been notified and that an analyst will assist you shortly during business hours.
2. High message volume (Loop prevention)
Section titled “2. High message volume (Loop prevention)”If an issue is complex or takes more than 10 questions, AIrton automatically escalates the conversation to a human support agent.
This safeguards against repetitive loops or unproductive back-and-forth:
- The bot notifies you that due to message volume, it is connecting you with a support specialist.
- A private internal note is created on the ticket for the analyst, allowing the team to pick up the conversation right where you left off.
Balanced distribution via Support Pool
Section titled “Balanced distribution via Support Pool”When transferred, conversations are balanced across all support analysts who are online and available at that time, minimizing wait times.
An automated summary is also generated behind the scenes to help the support analyst quickly diagnose and resolve your inquiry.
Ending a support session
Section titled “Ending a support session”Once your question has been answered or your issue resolved:
- You can close the session by sending the word “Encerrar” (or Close).
- AIrton sends a confirmation message:
“This support request (#protocol) has been closed. New messages will open a new ticket. 😊”
- The conversation is marked as resolved.
- If you need assistance again in the future, simply send a new message to initiate a new session.
Best practices when chatting with AIrton
Section titled “Best practices when chatting with AIrton”To get the fastest and most accurate support:
- Be specific in your questions: mention the relevant Demander module or screen (e.g., price table, synchronizer, order placement, customer records).
- Send error screenshots: clear images or photos of error messages help diagnose the problem faster.
- Keep related messages under the same protocol: avoid starting parallel conversations about the same topic.
- Request human escalation when necessary: if your case involves custom ERP configurations, tax rules, or special business logic, ask to be transferred to human support.