Support expert agents: what they are and how to create them
Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met.
These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certa
Actions of support specialist agents
Whenever a ticket is updated, the system checks if any support specialist agent has conditions configured for that scenario. If so, the actions linked to that agent are executed automatically.
This is the final step of the agent configuration, where you define the success actions to be taken, such a
Limits and restrictions for activating support specialist agents
Find out how many support expert agents can be active at the same time in each plan and what happens when the limit is exceeded. Also, learn how to activate, pause, and delete agents.
Only users with the Administrator profile are allowed to activate, pause, or delete support expert agents.
Activatio
Conditions for executing the support specialist agent
Conditions are the criteria that determine when a support expert agent will be executed. They are essential to ensure that the configured actions only occur in specific and relevant contexts within a ticket.
How condition blocks workWhen setting up a support expert agent, you will define activation