One conversation with government — on every channel the citizen already uses.
GovChat is Vopi's conversational government platform. It brings citizen service, dispatch and official communication into one place — across WhatsApp, web, email, SMS, Telegram and voice — so a conversation never loses its identity or its history when it changes channel.
Citizens reach government through the channels they already live in — WhatsApp, a web chat, an email, a phone call. But behind the counter, each channel is a different tool, a different queue, a different history. The citizen repeats themselves; the agent loses context; the institution loses the thread.
How might we let any public agency serve citizens on the channel they already use — without switching tools, splitting teams, or losing a single message of history?
GovChat unifies every channel into one conversational workspace. WhatsApp, web, email, SMS, Telegram and voice land in the same inbox — with the same identity and the same history — routed to the right team, assisted by AI, and audited end to end.
The citizen shouldn't have to learn government. Government should meet the citizen where they already are.
Before designing a single screen, I mapped how public agencies actually serve citizens today — and exactly where the experience breaks.
Stakeholder interviews
Agents, supervisors and managers across public safety, city hall and health.
Agent shadowing
Watching real shifts — how many tools, tabs and copy-pastes it takes to answer one citizen.
Channel audit
Mapping every channel a citizen uses, and where hand-offs quietly drop context.
Platform benchmark
Studying CX and conversational platforms to find the government-shaped gap.
Citizens live on WhatsApp.
Government lives on portals and forms. The distance between the two is where service is lost.
Context dies at every hand-off.
Between channels, between agents, between shifts — the citizen pays for it by repeating themselves.
Compliance can't be bolted on.
In public service, LGPD and end-to-end auditability shape the product from the first screen.
Plenty of tools do conversational customer service. Almost none are built for the realities of public service. Mapping the field revealed a clear, open space.
The open space
Global CX suites are powerful but generic; Brazilian conversational tools are close but stop at marketing and support. None combine full multichannel + human + AI with what public service actually requires: official channels, dispatch, LGPD auditability and a citizen-first experience. That intersection is where GovChat lives.
Citizens don't think in channels — they just send a message. GovChat meets them on whichever one they pick, and folds it into a single, continuous conversation.
The channel most citizens already use every day.
Web widget
Embedded on any government site or portal.
Formal, on the record, threaded to the same case.
SMS
Reaches every phone, even without data.
Telegram
For groups, broadcasts and power users.
Voice call
Calls placed, received, transcribed and logged.
One identity. One history. Every channel.
When a citizen moves from WhatsApp to a call to the web widget, the conversation doesn't restart — it continues. Same person, same thread, same context, for both sides.
Built for any public institution that answers a citizen — from a police operations room to a city's ombudsman to a health secretariat.
Public Safety & Police
Atendimento e despacho num só lugar. Panic reports, incident triage and coordination with field units — on the citizen's channel, wired into operations.
City Halls
One front door for the whole city. Ouvidoria, citizen service, protocols and reminders — routed to the right secretariat, automatically.
Vertical Secretariats
Finance, Health, Education and beyond. Exam results, appointments, summons and deadlines — sent proactively with approved templates.
In short: any public agency that serves citizens by message — prefeituras, secretarias, autarquias, polícias, defensorias.
GovChat is organized around two layers of navigation: a persistent side rail for where you work, and a contextual top bar for what you can do right there.
Where you work
What you can do here
The full product, from a single Home into two navigation layers and eight top-level areas.
- All
- Mentions
- Unread
- Inboxes
- Labels
- Teams
- All
- Received
- Missed
- Outgoing
- Inboxes
- All
- Audiences
- Labels
- Overview
- Conversations
- Satisfaction (CSAT)
- Agents
- Teams
- Labels
- Inboxes
- WhatsApp costs
- Agent admin
- All campaigns
- Direct messages
- Templates
- Add template
- Template list
- What's new
- Management
- Profile
- Notifications
- Shortcuts
- General settings
- Attributes
- What's new
- Agents
- Teams
- Inboxes
- Labels
- Automation
- Macros
- Internal apps
- My webhooks
- Institution logo
- Page title
- Back button
- Session timer
- Notifications
- Search
- Filter
- Sort
- Tabs: All / Urgent
- New conversation modal
- Message modal
- Conversation list
Five capabilities carry a citizen from first message to resolved case — automated where it should be, human where it matters.
Multichannel in one panel
Every channel — WhatsApp, web widget, email, SMS, Telegram — in a single screen. The conversation keeps its identity and history when it moves between them.
- One inbox for every channel
- Identity & history persist across channels
- Nothing lost in the switch
Queues, teams & routing
Automatic distribution by team, hour and department. Hand-off between agents carries the full context, so no citizen starts from zero.
- Auto-routing by team, hour & department
- Context-preserving hand-off
- Priority & urgency triage built in
Customizable bots & GovAgentes
Automated flows handle FAQs, triage and qualification. Switch on GovAgentes and a rigid flow becomes an intelligent conversational agent.
- Flows per inbox: FAQ, triage, qualification
- GovAgentes: an AI agent, not a rigid tree
- Transparent bot → human hand-off
Approved templates
A library of Meta pre-approved WhatsApp templates — convocação, lembrete, resultado de exame, protocolo — ready to personalize and send at scale.
- Meta-approved WhatsApp templates
- Government categories out of the box
- Personalized & sent as campaigns
Metrics & audit
Response time, CSAT and volume by channel, agent and team — live. And every interaction audited end to end, for LGPD compliance.
- Response time, CSAT & volume, live
- Breakdown by channel, agent & team
- Full interaction audit for LGPD
Let's design services citizens actually want to use.
