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[Enterprise] Support service API access schedule and limit

To ensure optimal availability and performance of our platform, Zenvia Customer Cloud has implemented enhanced mechanisms for API access control. These measures are designed to optimize usage and prevent operational overload. API Access Times and LimitsFrom 7:01 AM to 6:59 PM: The APIs have a maximu

How do I set my working hours

Configure the days and times when you will receive messages To configure this setting: 1 - Go to Settings > My Profile > My Settings > Business Hours: 2 - Select the desired day(s) and time(s) and click "Save." You can also choose whether the setting applies only to the Selected day, fro

Share your typical response time

How Zenvia Conversion Bots allows you to share your response times with customers When a customer contacts your company, Zenvia Conversion Bots sends a message to communicate the expected response time. 🤖 This way your business can provide real information about waiting times, which creates a

[Enterprise] Additional Fields Settings and Display Rules

This article guides how to configure Additional Fields and Display Rules in Zenvia Customer Cloud to optimize customer support and request management. ⚠️Attention: Functionality available only for Operator and Admin profiles. Additional Fields SettingsTo configure the features, go to: Support > Sett

Mercado Pago Integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, you can send Mercado Pago payment links to your contacts during your sales in Zenvia Customer Cloud. How to Install Mercado PagoFollow the steps below: 1. Access Sales > In

04. How to edit fields in HSM (pre-approved templates) on your phone

How to edit fields in HSM (pre-approved templates) on your phone Edit the HSM (Highly Structured Message) messages on the conversation screen. At the moment, only available for Android. From your Android phone: 1- Enter the conversation in which you want to send the message. 2- Select the te

05. Monitor Activities

The Monitor Activities feature allows you to track, in detail, all interactions and actions performed by your agents in Zenvia Conversion. With this feature, you can: Analyze archived conversations, transfers, closures, and other activities.Track agent productivity.Evaluate the effectiveness of your

How to integrate Facebook Ads with my WhatsApp line

Use this tool if you want to centralize all your communications in WhatsApp This process just takes a few simple steps, do this so that messages get to your agents: 1 - Go to business.facebook.com then select your business and the corresponding ad account.] 2 - In the Campaigns tab, click Create: 3

[Enterprise] Approval Rules Configuration

The Approval Rules allow defining criteria for tickets to be processed only after approval by one or more individuals, which can be a specific collaborator, someone with a certain role, or the requester’s superior. ⚠️Attention: Feature available only for Operator and Admin profiles. Configure A

Customer support groups Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat. How it worksTo use the feature, go

RD Station in Zenvia Conversion

How to activate integration with this marketplace. You can manage the leads that come in via your RD Station account using Zenvia Conversion. Here's how that works. 1 - Go to Apps > RD Station 2 - Click "Start Session" 3 - You will be redirected to the RD Station website, where you can se

Voice calls via WhatsApp in support service

Important: You must have WhatsApp enabled to access voice call options (WhatsApp Calling). If you have WhatsApp enabled, these options will automatically be available. Check your plan to see whether this feature is supported.You can now make voice calls during support interactions, allowing companie

04. Serving customers - Service Inbox

One of the most important pillars of Zenvia Chat is the ability to unify communications from different channels (Web Chat, WhatsApp, email, etc.) into a single interface. This way, the main screen allows you to manage all your contacts more efficiently, making your customer service more agile and pr

Business Hours Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat. How It WorksTo use

Quick replies Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud. How It WorksTo use this feature, go to Support Service > Setting

Categories Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Ser

Mailchimp campaign with Zenvia Conversion

Zenvia Conversion integrates with Mailchimp so you can export your clients and create email campaigns. This integration with Mailchimp allows you, with just a few clicks, to build your email campaigns with the contacts you already have in Zenvia Conversion. You just need to have a Mailchimp accoun

How to integrate WBuy with Zenvia Customer Cloud?

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to configure the integration between WBuy and Zenvia Customer Cloud. 💡 Tip: To better understand what WBuy is and how it works with Zenvia Customer Cloud, access the a

How to turn on notifications in Zenvia Conversion

Understand how to turn on notifications on both mobile phone and computer. Phone: If you're not receiving notifications, first check that your phone is connected to the internet and that the time settings are automatic. How to check my notifications? For Android, you can find a "Receive test notif

Quotes Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.Track your Quotes in the Analytics module of Zenvia Customer Cloud. In this panel, you'll have visibility into profits and quotes pending, rejected, and converted into sales. How to analyze Quote

How to update the working hours of your team

This functionality allows you to manage your team's work schedules instantly, without having to modify the settings for each agent.This allows you to define the work hours when an agent can receive Zenvia Conversion notifications. If the agent is not available, an alert will appear saying that it is

How to integrate Bling with Zenvia Customer Cloud?

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Follow the steps below to integrate the Bling Business Management System with Zenvia Customer Cloud. 💡 Tip: To understand more about this integration, read the article Overview of Bling. S

Closing reasons Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Closing reasons is a feature of the Analytics module in Zenvia Customer Cloud that allows for a better understanding of the reasons behind the closure of chats by Agents users. You can filter dat

Status Settings

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur

Conditions for execution success expert agent

Important: Before following the instructions, make sure the feature is available for your access profile.After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially

Create, Edit, Duplicate, and Delete Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, you will learn how to create, edit, duplicate, and delete Support Service tickets in Zenvia Customer Cloud. Tickets have customizable Panels and Views. The conditions and columns

Support Conversations

Important: Before following the instructions, make sure the feature is available for your access profile.The Support Conversations report from Zenvia Customer Cloud provides detailed information about the conversations handled by the Support team. Use it to analyze and generate comprehensive reports

Integrate Meta Ads Manager with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Integrate Meta Ads Manager with Zenvia Customer Cloud to expand your marketing strategies. Benefits of IntegrationThe integration can be utilized for: Ads: Transform Instagram posts into ads with

Overview page in Zenvia Conversion

Located in the side menu, the Overview represents the home page of Zenvia Conversion. It provides a summary of open tickets, real-time activities, and performance metrics for your team. Upon logging into our solution, you will be automatically redirected to this page. Below, we will detail each fun

Steps to export your WhatsApp contacts list

The objective of this article is to help you migrate your contact database, which is stored in your WhatsApp (whether it's Common or Business API) or in your phone's contact list, and transfer them to your Zenvia Conversion account. If the import list is small, averaging about ten contacts or so, yo

How can I upload multiple clients to Zenvia Conversion

You can upload databases to Zenvia Conversion through a CSV spreadsheet This function saves essential time when loading customers and prospects in Zenvia Conversion. Here we will show you the step by step: 1 - Go to "Contacts", on the "+" symbol in the lower right corner select "Upload conta

How to integrate and use Shopify in the sales customer inbox

If you already have a Shopify store and are looking to optimize communication with your customers throughout the customer journey, transform shoppers into valuable leads, and accelerate sharing product details, integrate with Zenvia Customer Cloud. In this article, learn how to integrate and use the

How to analyze the performance of WhatsApp voice calls in service interactions

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

Overview Report: Understand your commercial service metrics

Important: Before following the instructions, make sure the feature is available for your access profile.Overview is a report available in the Sales module of Zenvia Customer Cloud. It provides a complete overview of your team's interactions, bringing together key metrics about the service conversat

[Enterprise] Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp

The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps. This article guides you on configuring channels to optimize the customer experience and support efficiency, ex

Panels and Views of Support Service

Important: Before following the instructions, make sure the feature is available for your access profile.Panels and Views enable you to efficiently manage and customize the display of support service tickets in Zenvia Customer Cloud. To configure your Panels and ticket views, go to: Support Service

How to integrate Tiny with Zenvia Customer Cloud?

Important: Before following the instructions, make sure the feature is available for your access profile.Next, see the step-by-step to integrate the Tiny Business Management System with Zenvia Customer Cloud. The process is simple: just start by generating the API Token in Tiny and proceed with the

[Enterprise] Automation: Triggers, Webhook, and Macros

The Automation settings allow automating repetitive tasks and customizing workflows through rules that trigger automatic actions, such as assigning tickets, updating fields, or sending notifications. This increases productivity and efficiency in support service. ⚠️Attention: Feature available only f

Service Settings

Important: Before following the instructions, make sure the feature is available for your access profile.In Services, you can configure the names of the services provided by your company to classify support service tickets. Create a hierarchy between services to organize information clearly in Zenvi

Report: Conversational Channels

Conversational Channels is a feature of the Zenvia Conversion Report module that helps better understand the quantity of interactions and messages exchanged in your company. The metrics are derived from conversations held in the Chats module and are related to the channels contracted by you. How to

Operation performance analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Use the Operation Performance report to monitor the main metrics for conversations and new contacts served by your team. In it, you view indicators for volume, response time, and operational effi

[Enterprise] Workflow Settings

The Workflow automates processes by transferring activities between participants according to rules and procedures, combining technology and organization to optimize operations. It allows defining the execution order of tasks based on the conditions of each stage, which can be performed by one or mo

[Enterprise] Time Tracking: Activities, Unit of measure, Type of hour and expense

In Time Tracking, configure the time tracking for each activity in the system. This feature allows tracking the hours worked on each ticket, facilitating time management and optimizing the accuracy of productivity reports in Zenvia Customer Cloud. ⚠️Attention: Feature available only for Operator and

[Enterprise] Agreements (SLA): what they are and how to register a contract

A SLA Agreement (Service Level Agreement) is a digital document that defines response and resolution times for support requests, following pre-established rules. In Zenvia Customer Cloud, each client (at the organization level) can have a single SLA contract, which includes multiple rules and may o

Zapier Integration Example: Google Sheets

Learn how to integrate a template with Zenvia Conversion using Zapier 1 - Create a user account at zapier.com. You an do this with your email or Facebook account. 2 - To create your first integration, log in and click in the upper left where it says "Make a Zap" 3 - Choose the latest version of Z

Teams Performance Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Teams performance report allows you to analyze the team's performance within a specific service group. It consolidates individual and collective data, helping managers identify bottlenecks, r

Sales chat operation monitoring in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Operation Monitor in Zenvia Customer Cloud allows you to track your team's recent actions in commercial service and analyze the efficiency of your operation. To access it, go to the side menu

Available expert agent success templates

In this article, learn more about expert agent templates available from Zenvia and examples of how to use them. Successful expert agent templates are ready-to-use models provided by Zenvia with pre-filled fields designed to make it easier to create an expert agent without starting from scratch. By u

Broadcast performance analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Track the performance of your broadcasts in Analytics > Message broadcast > Broadcasts perforamance and have a consolidated view of your campaigns. The tool centralizes all created, scheduled, an

Justifications Settings

Important: Before following the instructions, make sure the feature is available for your access profile.A justifications is a classification used alongside the ticket status to explain why the ticket is in that status. Configure it when you need to provide explanations in support services. Normall

Add and Manage Content in the Knowledge Bases

Important: Before following the instructions, make sure the feature is available for your access profile.Add content to serve as the knowledge source for your chatbots and turn your information into an automated tool to solve user questions, inquiries, and possible issues. These contents are process

Boost post

Boosting posts allows you to increase the reach of your posts and attract more interactions. By turning a post into an ad with a click to WhatsApp, you can direct communication to a specific audience by choosing characteristics such as location and interests. This way, you facilitate direct contact

Voice calls

In Voice calls, we have access to information related to voice channel interactions. At the top of the page, we can apply initial filters by the desired period, by one or more departments, by one or more agents, and even by one or more tags. Any filter applied in this area will affect the informatio

An Example of Integration with Zapier: Hubspot CRM

How Zenvia Conversion integrates with your lead generation apps through Zapier In this example we'll look at a case that shows how you can manage leads from any platform using Zenvia Conversion. For this to work, the app you'd like to integrate must work with Zapier. You can see some of the apps

Sales contact management

Important: Before following the instructions, make sure the feature is available for your access profile.The Sales Contact Management panel allows you to manage and view information of the contacts who have gone through commercial interactions in your organization. Here you will find data such as in

Reports: New contacts and conversations

The New Contacts and Conversations Report is a feature of Zenvia Conversion that shows the metrics from contacts and conversations conducted in customer service Chats. Filter the data by groups and by time period to analyze in detail the metrics of the Chats module, such as response time and your te

Success monitor

Important: Before following the instructions, make sure the feature is available for your access profile.This feature allows you to monitor the purchasing behavior of your contact base registered in Zenvia Customer Cloud, helping to evaluate the effectiveness of applied strategies and identify neces

How to configure a Satisfaction survey in the flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.A satisfaction survey is a tool for you to discover how happy your customers are with the help they received from your chatbot. With the responses, you will understand what your company can do to

[Enterprise] Knowledge Base Settings

The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers. It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi

Configuration and functioning of contact assignment in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The contact assignment defines how new contacts will be distributed among commercial support groups. With this configuration, users from a specific group receive notifications when new contacts a

Team Performance Report

The Team Performance Report aims to facilitate the analysis of each consultant's performance and the team as a whole regarding contacts entered within a specific period. The data in the Team Performance Report pertains to the Chats module. 💡 Tip: This report includes a date filter that determines t

Ads overview: Requirements and performance analysis

Click-to-WhatsApp ads connect your audience directly to your business, allowing users to be directed to a conversation on WhatsApp with just one click. This functionality enables immediate initiation of commercial interactions and facilitates contact with potential customers. By using click-to-Whats

How to perform Business Verification on Facebook

Learn how to verify your business on Facebook to access WhatsApp functions

WhatsApp rules and definitions

Below you will find the main guidelines defined by Meta, organized by topics to facilitate usage in Zenvia Customer Cloud: Number (Green badge)Message templatesMessage delivery issuesQuality rating of your numberMessaging limit (Tier)24-hour window⚓ Number (Green badge)Number verification turns you

WhatsApp Business monitoring and violations policy

Important: Before following the instructions, make sure the feature is available for your access profileWhatsApp monitors the use of business accounts to ensure compliance with its policies. If any guideline is violated, the account may be warned, temporarily restricted, or even permanently deactiva

WhatsApp Coexistence: What it is, requirements, and how to use it in Zenvia Customer Cloud

The WhatsApp Coexistence allows you to connect your WhatsApp Business application to Zenvia Customer Cloud using the same phone number, without needing to uninstall the app or lose recent contacts and conversations. This way, your company can gradually migrate to the Meta Cloud API, testing and adap

Actions in Success expert agent

Important: Before following the instructions, make sure the feature is available for your access profile.This is the fourth and final step in creating the expert agent. Here, you can select the success action: Message Sending or Surveys. To access this feature, go to Zenvia Customer Cloud > Expert a

SLA Contracts Configuration

Important: Before following the instructions, make sure the feature is available for your access profile.SLA Contracts (Service Level Agreement) is a feature that manages response and resolution times for tickets. With this feature, it is possible to have more control over the service level agreemen

04. Contact Database in Zenvia Conversion

Zenvia Conversion

Ads analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Analyze the performance of your broadcasts messages and campaigns created on Meta (Click to WhatsApp) in the Zenvia Customer Cloud Campaigns report. With this report, you can evaluate how many pe

Broadcast report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The performance report of a specific send in Zenvia Customer Cloud provides detailed information about the communications sent, helping you monitor and analyze aspects such as delivery status, co

01. Channels

In this Channels report, we have access to information regarding service across all channels (except the voice channel, which has a separate report due to its unique characteristics). To access the digital channels, go to Zenvia Chat - Admin Profile > Analysis > Channels. At the top of the page, we

Consulting chatbot conversations

Important: Before following the instructions, make sure the feature is available for your access profile.On the Conversations screen, you can view all the interactions carried out by your chatbots. This space allows you to track how the interactions happened, search for specific customer information

Check payments and billing of Zenvia Customer Cloud

Check your payment history, the status of paid, pending, and canceled invoices, and access tax documents directly in Zenvia Customer Cloud by going to the side menu Settings > Billing. ⚠️ Attention: Only users with Admin or Viewer profile can access this section. You can view all financial informati

09. Performance Dashboard in Zenvia Conversion

The Performance Dashboard is a feature in Zenvia Conversion that allows you to analyze data on the performance of your campaigns and the return on financial investment made through Zenvia Attraction and Meta. For instance, suppose your company created a campaign for Black Friday and sent it to 100

Creating a Generative AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.With the Generative AI Chatbot, you can implement a personalized conversational experience on your company's website or on channels like WhatsApp Business, without the need to write complex code.

[Enterprise] Classification: Services, Emergencies, Categories, Status, Justifications, and Tags

The Ticket Classification organizes and prioritizes the tickets, optimizing the workflow and efficiency of the support. This feature allows the team to quickly identify the type of request, urgency, and responsible department. ⚠️Attention: Feature available only for Operator and Admin profiles. How

[Enterprise] Tickets API

Our API's allow up to 10 requests per minute. To increase this limit, contact support. Find out more about API times and limits. ⚠️Attention: In the Tickets API, after 3 requests with error, the code 429 - Too many failed requests will be returned, blocking requests for 60 seconds. This time is left

Conditions and usage of InteractionZ

Important: Before following the instructions, make sure the feature is available for your access profile.InteractionZ are records of interactions between the company and its customer. In Zenvia Customer Cloud, this is the term used to represent the communication between both parties. Each Interactio

[Enterprise] Indicators: How to use and configure dashboards and filters

Use the Indicators to monitor ticket performance, including metrics such as open, resolved, canceled, and reopened tickets. In this article, see: What are IndicatorsHow to access the IndicatorsHow to configure dashboards and filtersUsing the IndicatorsAnalyzing the Indicators⚓︎ What are IndicatorsT