Brazil's decree 13.135/2026, which regulates consumer service in digital services, has been in force since November 2, Mobile Time reports. Companies must offer human service from 8 a.m. to 8 p.m. every day, including weekends and holidays, by phone and on electronic channels such as chats, apps and messaging services. Electronic channels must run 24/7.
According to Mobile Time, wait times cannot exceed 20 seconds for 80% of calls, with a five-minute limit for the rest. Automated menus can have at most five levels before routing the consumer, and customers must be able to cancel services and contracts through customer service without passing through several agents.
Gustavo Hoffmann, director of strategic accounts at conversational platform Blip, told Mobile Time the rules may compromise the viability of small fintechs whose models rely on fully automated support, and said he believes some will not have the financial room to absorb the costs. He said some large institutions still run old systems and chatbots that may slow adaptation. Companies already using AI will need to adjust tools to detect when a consumer wants a person and transfer them at the right time, Mobile Time reported.
Blip says it reprioritized roadmaps and offers AI agents that route users to a human queue when they ask, plus channel orchestration that passes the full conversation history to the agent.