Blog
Product, engineering and CX
Articles on conversational AI, customer service, and how we build Tolky.
Strategy
Behind the Scenes of Conversational AI at Scale: What Powers Millions of B2B Interactions
Scaling Conversational AI isn't just about choosing a model. Understand the infrastructure, tickets, management, and governance behind millions of conversations.
Marlos Carmo
June 22, 2026
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14 min read
Read article
Nova precificação do WhatsApp Business: o que muda em outubro de 2026
A Meta vai mudar a forma como cobra mensagens do WhatsApp Business Platform. Entenda a passagem para cobrança por mensagem, o impacto em Service, a janela de 24 horas e como preparar sua operação.
Marlos Carmo
July 6, 2026
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11 min read
Guides
Gupshup, BSUID, and Usernames: What Changes in WhatsApp Business in June 2026
Gupshup created an identity layer for Meta's transition to BSUID and usernames on WhatsApp Business. Learn how the feature toggle, Identity Graph, parked messages, and business username APIs affect your operation.
Marlos Carmo
July 1, 2026
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9 min read
Engineering
Conversational Memory: Your Company Does Not Need More AI. It Needs to Remember Better.
Conversational memory is the ability to turn customer conversations into live context, useful history and operational intelligence for sales, service, CX and management.
Marlos Carmo
June 26, 2026
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19 min read
Guides
AI Governance in Customer Service: How to Scale Conversations with Control, Security, and Quality
Quick replies are not enough. Learn how to implement AI governance to mitigate risks, integrate with CRM/ERP, and gain complete control over your operation.
Marlos Carmo
June 18, 2026
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20 min read
Strategy
Butterfly Funnel: Why B2B Growth Doesn't End with the Sale
Traditional funnels focus only on acquisition. The Butterfly Funnel extends the customer journey to retention, service, and expansion. Connect sales and success with AI.
Marlos Carmo
June 17, 2026
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18 min read
Strategy
AI CRM: Why the Next CRM Will Be Conversational and Integrated
Traditional CRM organizes records but fails due to manual input. AI CRM revolutionizes this by turning WhatsApp conversations into automated operational intelligence. Understand this new logic.
Marlos Carmo
June 17, 2026
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21 min read
Strategy
AI-Powered Contact Center: From Disconnected Channels to Smart Relationship Operations
An AI-powered contact center goes beyond faster replies. Learn how to unify channels, tickets, automation, and humans into a single smart relationship operation.
Marlos Carmo
June 12, 2026
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18 min read
Guides
Your Company Might Be Using AI to Scale Chaos: Why Conversational AI is About Management, Process, and Governance
Putting AI into customer service without processes and governance only speeds up disorganization. Learn why mature conversational AI requires control, ownership, and tickets.
Marlos Carmo
June 11, 2026
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18 min read
Strategy
Customer service automation without losing humanity: how to use AI to serve better, not just respond faster
Good customer service automation doesn't replace care — it removes rework, organizes demand, and frees humans for context, empathy, and exceptions. See how to combine conversational AI, tickets, integrations, and human support without turning the experience cold.
Marlos Carmo
June 10, 2026
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19 min read
Guides
AI without integration becomes FAQ: why artificial intelligence that can't access systems talks but doesn't resolve
AI integration with systems separates those who converse from those who resolve. See why AI without CRM, ERP, or tickets becomes FAQ — and how to connect AI customer service to real sales, support, and billing operations.
Marlos Carmo
June 10, 2026
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19 min read
Guides
Lead Loss on WhatsApp: Why Your Company Generates Opportunities but Lets Sales Slip Away in the Conversation
Many companies don't have a lead generation problem — they have an WhatsApp service, speed, and follow-up problem. Understand how silent lead loss works and how to structure WhatsApp sales with AI, process, and CRM.
Marlos Carmo
June 10, 2026
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23 min read
Guides
The Hidden Cost of Slow Response: How Delays Destroy Sales and Operations
Response time in customer service is not a secondary metric — it is an indicator of commercial maturity. Understand the hidden cost of delays, how they affect sales, leads, and operations, and what changes with AI, tickets, and well-structured SLAs.
Marlos Carmo
June 9, 2026
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26 min read
Guides
Conversational AI Is Not a Chatbot: Why Companies Must Go Beyond Automated Replies
Many companies still evaluate conversational AI with a chatbot mindset. Learn the difference between automated replies and relationship operations at scale with context, integrations, and human support.
Marlos Carmo
June 9, 2026
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21 min read
Guides
WhatsApp Is Not CRM: Why Your Company Loses Sales, Data, and Relationships
WhatsApp is customers' preferred channel, but treating it as CRM causes lost leads, fragmented history, and blind operations. Learn why a real WhatsApp CRM integrates AI, human support, tickets, and systems.
Marlos Carmo
June 9, 2026
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18 min read
Guides
The Complete Guide to Customer Experience (CX) in 2026: Strategies, Tools, and AI
Discover what Customer Experience (CX) is and why it is the main competitive differentiator for companies in 2026. Learn how to structure the customer journey, measure results, differentiate CX from CS, and use AI to scale personalized service.
Marlos Carmo
June 6, 2026
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19 min read
Guides
Assessments
Discover where your company stands in the AI journey
Quick, free assessments to map your organization's AI maturity.