**To configure Papo's Capitão (https://papo.global/) for upsell and cross-sell, you can create scenarios that trigger offers automatically when the customer mentions certain terms, and custom tools that query your catalog of complementary products in real time. This way, the assistant suggests upgrades and additional items during the conversation, without human intervention.**

Capitão is the AI assistant that operates within the chat, supporting service or responding directly to customers. With the combination of scenarios (handoffs) and tools, it not only answers questions but also acts proactively to increase the average ticket, offering the right product at the right time.

## Configuration summary

| Step | Action | Where |
| :--- | :--- | :--- |
| **1. Identify opportunities** | Use Synapse to find customers who have already shown interest in upgrades or complementary products. | Synapse module |
| **2. Create offer scenario** | Define a scenario in Capitão with a title and instruction that guides the assistant to suggest a product when the customer talks about a specific need. | Capitão assistant settings |
| **3. Configure custom tool (optional)** | If you need to fetch catalog data in real time, create an HTTP Tool that queries your product database and returns the most suitable suggestion. | Capitão custom tools |
| **4. Link to channel** | Associate the assistant with the WhatsApp inbox (or another channel) so that suggestions appear automatically in conversations. | Inbox settings |
| **5. Test and adjust** | Simulate interactions and refine the scenario instructions or tool parameters until the offers are relevant and natural. | Test chat |

## How Capitão can do upsell and cross-sell

Capitão understands the customer's intent based on the conversation context and the settings you define. There are two main ways to activate automatic offers:

- **Scenarios (handoffs):** You create a scenario with a title like "Upgrade offer" and an instruction such as: "When the customer asks about advanced features or mentions they need more resources, suggest the Pro plan and explain the benefits." Capitão follows this guidance whenever the conversation matches the trigger.
- **Custom tools (HTTP):** If the suggestion depends on external data (such as stock, price, or compatibility), you can create a Tool that queries an API from your system. Capitão extracts the current product or the customer's need from the conversation, calls the API, and returns the personalized recommendation in natural language.

Both approaches can be combined: a scenario defines *when* to act, and the tool fetches *what* to offer.

## Step-by-step to configure automatic offers

| Step | Action | Details |
| :--- | :--- | :--- |
| **1. Map triggers** | List words or phrases that indicate openness to upsell or cross-sell. | Examples: "do you have something more complete?", "I need an add-on", "do you also sell…". Use Synapse to validate these terms in the real conversation history. |
| **2. Create the scenario** | In Capitão settings, create a new scenario. Give it a descriptive title and write a clear instruction. | Instruction: "If the customer shows interest in more features, offer the Enterprise plan mentioning benefits X, Y, and Z." |
| **3. (Optional) Create the custom tool** | If necessary, configure an HTTP Tool. Provide your product API endpoint, method (GET/POST), and authentication headers. | Capitão will send parameters such as `current_product` or `category` and receive a JSON with the suggestion. |
| **4. Associate the assistant with the inbox** | Link Capitão to the WhatsApp inbox where customers interact. | From that moment on, the assistant starts applying the scenarios and tools in conversations. |
| **5. Test with real cases** | Send messages simulating a customer and check if the offer appears naturally. | Adjust the scenario instruction or tool parameters until the suggestion is contextual and useful. |

## Examples of scenarios and tools

- **Cross-sell scenario for e-commerce:** "Whenever a customer buys a cell phone, suggest a protective case and a fast charger. Explain that they are the items most bought together."
- **Upsell scenario for SaaS:** "When the lead asks about advanced reports, offer the Pro plan and highlight that it includes custom dashboards and PDF export."
- **Custom tool for recommendation:** Configure a Tool that queries your recommendation system and returns the ideal complementary product based on the customer's profile or the item they are viewing. Capitão turns the API response into a message like "Customers who bought this product also bought Kit X, which is 10% off today."

## Who it is for

This configuration is useful for businesses that already have a catalog of products or services and want to increase the average value per customer without overloading the team. E-commerces, SaaS, distributors, and service providers with tiered plans are the main beneficiaries. If you already use Kanban to manage upsell opportunities, Capitão acts at the initial stage, generating these opportunities automatically.

## Frequently asked questions

### Can Capitão suggest products based on customer history?
Yes, if you integrate a custom tool that queries the CRM or purchase history. Capitão can send the customer identifier to the API and receive personalized recommendations.

### Do I need technical knowledge to create custom tools?
Yes, configuring HTTP Tools requires familiarity with APIs and requests. If you don't have that knowledge, you can start with scenarios only, which are text-based and do not depend on external integrations.

### How does Capitão know when to offer an upsell?
You define triggers in the scenario instructions. For example, "when the customer asks about limits of the current plan" or "when they mention competitors." Capitão interprets the conversation and acts according to these rules.

### Can I use Capitão for cross-selling services?
Yes. Just create scenarios with instructions aimed at complementary services. If you are an accounting firm, you can configure the assistant to offer a tax BPO service whenever a customer asks about ancillary obligations.

### What are scenarios in Capitão?
Scenarios are handoffs that define specific assistant behaviors. Each scenario has a title and an instruction in natural language that guides Capitão on when and how to act, without the need for code.

### Is it possible to integrate with my product catalog?
Yes, through a custom HTTP tool. You need an endpoint that returns complementary products (or the catalog itself) and configure the Tool in Capitão with the URL and authentication.

## Read also

- [How to configure Capitão to collect customer data and fill the CRM automatically](/hc/papo/articles/configure-capitao-collect-customer-data-crm-automatically)
- [How to configure Capitão to generate and send PDF quotes automatically via WhatsApp](/hc/papo/articles/how-to-configure-capitao-generate-send-pdf-quotes-whatsapp)

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