How ChatISP uses Ravisign

ChatISP is the Ravi Systems customer service system for internet service providers. With Ravisign, the provider collects the contract signature inside the same WhatsApp conversation in which the subscriber is being served: the subscriber receives the link and the code right there, signs on their phone and receives the final copy in the conversation.

Why signing through the conversation is strong#

When the envelope originates in a ChatISP conversation, the signer is the account holder already identified by the WhatsApp number being served. The link and the confirmation code arrive through the provider's own connection, in the ongoing conversation. The audit trail records the source (conversation, connection and ticket identifiers, without personal data) together with the validated code, the IP, the date and the time. This is stronger evidence than an email address that anyone could have registered.

What can be signed#

• Service agreement for a new subscriber.
• Contract renewal.
• Plan change: the subscriber asks for a different plan, receives the amendment, signs it in the conversation and the change goes on to the provider's management system.
• Standalone terms, such as an equipment loan agreement or a direct debit authorization.

The documents come from Ravisign templates with variables filled in with the subscriber details that ChatISP already knows: name, CPF or CNPJ, service address, plan, price and term.

How it works, step by step#

1. Once per provider: ChatISP stores, encrypted, the API key of the provider's Ravisign account and registers a webhook to receive notifications: code requested, signature, refusal, completion, expiration and cancellation.
2. Create the envelope: the agent (or the AI, if the provider turns that action on) chooses the template and sends it. The subscriber is added to the envelope with the conversation channel; other people, such as a witness from the provider, can use email.
3. Deliver the invitation: ChatISP asks Ravisign for the personal link and a 6-digit code and sends both in the conversation, noting that the code is valid for 30 minutes.
4. New code: if the subscriber taps Request a new code on the signing page, Ravisign generates another one and notifies ChatISP, which delivers it in the conversation.
5. Follow up: the agent sees in the conversation when the subscriber signs or declines. Reminders on the conversation channel are sent by ChatISP.
6. Complete: with all signatures in, ChatISP downloads the final copy, checks the hash and sends the PDF in the conversation, keeping it with the service record.

When the ChatISP installation does not have a public address with a certificate to receive webhooks, it checks the status of the envelopes through the API periodically. Both paths work.

AI action#

The ChatISP AI action Send contract for signature starts turned off. The provider decides whether to turn it on and which template the AI may use. A contract is a serious matter: that is why this action is an exception among those that start turned on.

Renewal and plan change#

After the subscriber signs the renewal or the plan change, ChatISP applies the change in the provider's management system through the available integration. Where the management system does not allow this change automatically, ChatISP opens a work order for the team to apply the plan change, as a safety net.

Account and plan#

• The Ravisign account belongs to the provider, with its own panel, users and templates. Everything sent through ChatISP appears in the panel with the source ChatISP.
• Ravisign is a separate product, with its own plan and billing: the ChatISP license neither includes nor discounts Ravisign. ChatISP shows the account status and the way to subscribe or change plans.
• Without an active plan in Ravisign, ChatISP does not send contracts.

Coming soon account creation and linking directly from ChatISP, without typing anything, based on the installation license. Until then, create the account through the website, generate an API key in Settings > API keys with the scopes envelopes.escrever, envelopes.ler, modelos.ler, documentos.ler and conta.ler, and register it in ChatISP.

Coming soon: confirmation code by WhatsApp through the official API and by SMS, for envelopes that do not originate in a conversation.

For those integrating another customer service system#

ChatISP uses the same public API that any integrator can use. To reproduce this flow in your system, see Signers (link and code through your own channel) and Webhooks (signatario.otp_solicitado event). Best practices for the flow:

• Do not store or log the confirmation code after it has been delivered.
• On 429 cota_excedida, wait for the Retry-After. 429 otp_reenvio_limite is only released over the following hour: use the code already generated, which signatarios/otp_pendente returns.
• Before creating another envelope after a network failure, search by referencia_externa in envelopes/listar to avoid duplicates.