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10. Draft messages
Save your unsent messages to send them later
Zenvia Conversion automatically saves those messages or templates that were not sent, either because you went to another screen or there was a connection problem.
With this functionality, your agents will save you time and streamline your management
10. Automatic Messages
The Automatic Messages feature are messages that can be fired based on triggers, using variables in the text, configuring different departments and establishing recurrence of sending, i.e. after how long (it is possible to configure the time) the message will be resent. This feature allows the custo
10. Notification of WhatsApp Templates via Zenvia Chat
The WhatsApp Template Notification feature allows agents to send notifications (WhatsApp HSM) in a conversation that already has a service history in Zenvia Chat.
This enables the agent to re-establish contact easily through an active message for customers who have already been assisted via Zenvia C
Merger of Sirena with Zenvia Mexico: Incorporation of Corporate RFC
Starting from 11/01/2024, the company Sirena Mexico Rodati Servicios S.A. de CV will be incorporated by Zenvia Mexico S. de R.L. de C.V. Get your questions answered about this change.
Unverified Trial and Extended Trial
To set up your first line with Zenvia Conversion, you'll start with the trial version of the product, which can be limited or extended
Once your business has completed the registration process, you will be able to send messages, even before WhatsApp verifies your business. Meta/WhatsApp refers t
[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
What are Zenvia Conversion Bots Greeting Messages and how Can I Activate Them
Learn how to use Zenvia Conversion Bots to handle initial contact with a client
Welcome messages are an important first step to help your clients get information as quickly as possible.
To create your welcome messages:
Go to Customer service channels and select your WhatsApp line or Faceboo
How to use variables for broadcast messages
Important: Before following the instructions, make sure the feature is available for your access profile.Variables allow you to personalize information at the time of sending the message, making it specific to each recipient.
There are some differences between the sending options you might notice wh
Latest executions and edits the success expert agent
This section is located at the bottom of the automation creation screen. Here, you can view a complete breakdown of executions and export a report on the last 10 automation executions.
To access this feature, go to Zenvia Customer Cloud > Experts agents > Create new expert agent> Latest executions s
Automatic Distribution Settings
Global Automatic DistributionGlobal Automatic Distribution defines the rules for assigning conversations that will be applied to all groups. Some settings are default, while others must be configured when the feature is enabled.
Learn how to adjust these settings and establish limits in this article
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
How to create a Business Manager on Facebook
Understand why it's important to create a Facebook Business Manager.
Facebook's Manager is an indispensable tool for your business. It has many benefits, including the ability to:
Manage multiple Facebook accounts and pages from the same platform;
Authorize different permission levels in accord
How to activate the Google Drive app
Enable your agents to share Google Drive files with to customers
Zenvia Conversion allows you to send files hosted in the cloud from conversations with your clients, check below how to activate this function:
1 - Go to Apps and choose the Google Drive app:
2 - Next, choose the group in which you
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
How do I get a verified badge on Facebook
When you decided to start verification, you may find that the button looks like this:
If this is the case for you, here are a few options for enabling it:
a) You can try creating an ad campaign with a link to WhatsApp Business. After you create the campaign the button should be enabled.
b) If it s
Media sizes and formats accepted in Zenvia Conversion
Check what are the limitations on sending media according to WhatsApp
Can Zenvia Conversion send audio messages? How large can the files be and in what format?
Yes! We support AAC, M4A, AMR, OGG, and Opus file types. The maximum file size is 16 MB.
Can you send documents using Zenvia Con
08. How to forward files and media in Zenvia Conversion
Forward files to up to ten active prospects at a time
In Zenvia Conversion, you can forward files from one conversation to another in just a few clicks, saving time and making it easier for agents to communicate with their clients. Below we'll show you how you can benefit from this feature.
Within
How to Forward Messages in Zenvia Conversion
Forward messages to up to ten active prospects at a time
In Zenvia Conversion, you can forward messages from one conversation to another in just a few clicks, saving time and making it easier for agents to communicate with their clients. Below we'll show you how you can benefit from this feature
Use of buttons in WhatsApp message templates
Buttons help make interactions more dynamic and facilitate customer responses. In Zenvia Customer Cloud, when creating a message template, you can use different types of buttons, depending on the category of the chosen template.
Meta defines two main types of buttons that can be used:
Call to Action
Channels Analysis
Important: Before following the instructions, make sure the feature is available for your access profile.The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed repo
Response Time (SLA) Analysis
Important: Before following the instructions, make sure the feature is available for your access profile.The Response Time (SLA) report in Zenvia Customer Cloud shows all the information about Support Service response times for tickets. Use it to analyze and generate detailed reports on tickets hand
Calendar
The SenseData Calendar allows you to view and organize your daily activities in one place. You can also sync your activities with external calendars, such as Google Calendar and Microsoft Outlook.
Who can access the Calendar?For a user to access the Calendar, the Calendar permission must be enabled
Integration of Google Drive with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.With this Zenvia Customer Cloud integration, it is possible to share Google Drive file links between users and contacts to send cloud-saved files via messages during their interactions.
In this
How to Create and Monitor Satisfaction Surveys in Zenvia Customer Cloud
This article explains how to create, configure, and track satisfaction surveys within Zenvia Customer Cloud.
Satisfaction surveys allow you to automatically collect customer feedback following key interactions, helping your company gauge customer experience and identify areas for improvement.
Before
[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
Assigning account interactions
Important: Before following the instructions, make sure the feature is available for your access profile.You can assign a channel to an agent or a group to ensure that all incoming messages are directed correctly to the responsible person.
Commercial support → assign to a specific agent or group.Sup
[Enterprise] Attachment API in Zenvia Customer Cloud support service
The Zenvia Customer Cloud API offers functionalities that allow querying attachment information directly through HTTP requests. With this API, you can integrate and download attachments into your system, automating queries and retrieving specific files.
API ManagementTo use the API, it is necessary
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
[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
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
Transfer service
The Transfer service feature allows the Administrator or Agent to transfer a session to another agent or department.
By transferring the session to a specialized department or agent, the customer with the Administrator profile receives more effective and targeted support. Additionally, they get a fa
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
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
[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
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
Common mistakes to try to connect Instagram Business
Learn what to do if you can't integrate your Instagram account to Zenvia Conversion
In this article, we cover the most common errors that can appear when trying to connect your Instagram Business account. Please check the following points to solve them:
1 - The account must allow access to messa
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
How to configure SLA rules for chat support
With Service SLAs, your team can track deadlines in real-time and monitor key conversation stages within the Support Service module of Zenvia Customer Cloud.
This feature helps reduce delays, organize support priorities, and improve the customer experience during chat interactions.
You can configure
Integrate Mercado Shops with Sales support
Important: Before following the instructions, make sure the feature is available for your access profile.Integrate your Mercado Shops account with Zenvia Customer Cloud to easily manage contacts who have made a purchase in your store.
Learn how to automate your sales process communications via Whats
WhatsApp message template categories
Meta requires all WhatsApp message templates to be correctly classified to ensure proper approval and usage. Each category has a specific purpose and directly affects how the message will be sent — including its cost.
In this article, you will find the available categories, their purposes, and how M
Registration of SMS Message Templates in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.SMS message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template that wi
Zenvia Cost Calculator
The Zenvia Cost Calculator allows you to simulate, in just a few seconds, the impact of Meta’s new pricing rules on your WhatsApp operation. Starting October 1, 2026, service messages and utility templates sent within an open customer service window will be charged per message through the official A
Pause status in support service
Important: Before following the instructions, make sure the feature is available for your access profile.The Pause Status feature allows an Administrator to manage agents’ pause statuses. The Administrator can configure, edit, activate/deactivate, or filter an agent’s pause status. This screen provi
[Enterprise] Panels and Visualizations: Customize Views
Customizing ticket views is an essential feature for better organizing and tracking workflow. You can choose between two types of views: the Kanban format and the list format.
Use Case ExampleImagine you are responsible for customer support and need to closely monitor all open, pending, and resolve
Analytics of Chatbots in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The Chatbot Analytics module provides a dedicated area for tracking chatbot metrics.
With it, you can access predefined metrics without manually creating them from scratch. This allows you to mon
Frequently asked questions about WhatsApp line at Zenvia Conversion
What's the difference between a personal WhatsApp, WhatsApp Business, and WhatsApp Business API?
Personal WhatsApp is the regular WhatsApp app aimed at individual users. It is designed for informal interactions with friends, acquaintances, and/or relatives.
WhatsApp Business adds basic features fo
Invalid contacts
Identify and correct duplicate or incorrect contacts to ensure that your entire Zenvia Customer Cloud database is ready to receive messages.
[Enterprise] Tickets: What They Are, How to Create, Clone, Merge, and Delete
Tickets are the foundation of customer support in a helpdesk system. Every time a customer reaches out—whether via chat, email, phone, or form—a request is turned into a "ticket." Tickets help organize and manage demands, ensuring no request is overlooked.
Example Use Case Imagine a tech company th
Success expert agents
Important: Before following the instructions, make sure the feature is available for your access profile.The Success expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication.
Success expert agents are system
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
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 set up Zenvia Conversion Bot
At Zenvia Conversion, we have come to understand that the key to success in communications for any company is quick response times.
And it is precisely to solve this problem that Zenvia Conversion's Bot can help you! To configure both WhatsApp and Facebook Messenger and Instagram, follow these steps
Registration of WhatsApp message templates in Zenvia Customer Cloud
WhatsApp message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a template for a welcome campaign that is automatically sent whenever a new customer registers.
Message templates go through an approva
Why was my WhatsApp template rejected?
Important: Before proceeding with the instructions, confirm whether the feature is available for your access profile.All WhatsApp templates need to be approved by Meta before being used in campaigns or conversations with your contacts.
When accessing Settings > Message templates > WhatsApp, if you s
Exporting a custom message broadcast report
Learn how to create and extract custom reports in Zenvia Customer Cloud.
Tokens & Webhooks for use in APIs in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Use Tokens & Webhooks to generate authentication credentials and configure URLs to receive automatic event notifications, facilitating the integration of Zenvia Customer Cloud with other systems.
Introduction to the Meta Ads Manager: Concepts and features
Understand the key concepts of the Ads Manager structure and how they work to maximize the performance of your campaigns.
In this article, we will cover:
Campaign Structure
Meta's Ads Manager organizes campaigns into three main levels: Campaign, Ad Set, and Ad. Each of these levels plays a role in
FAQ Webchat 2.0
1. What is the new Webchat 2.0 version?
Webchat 2.0 is an evolution and modernization of the Webchat conversation channel within the Zenvia Customer Cloud platform. It allows companies to embed a chat window directly into their websites or applications to assist customers in real time. It serves as
Questions about usage and charges on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Get answers to your questions about:
Contractual consumption and limitsBilling and invoicingPlan management: Cancellation⚓
Contractual consumption and limits1. Can I continue sending messages af
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
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
FAQ Instant Support
1. What is Instant Support?Instant Support is an autonomous AI-powered support solution that goes beyond answering questions. The solution understands the context of the request, retrieves relevant information, analyzes data, investigates possible causes, performs a diagnosis, and determines the bes
Create Qualification chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.Improve customer service efficiency by automatically routing each request to the most suitable department or agent by creating Automated Triage.
Example Use CaseImagine your company receives a la
01. Administrator dashboard in Zenvia Chat
The Dashboard is Zenvia Chat's home screen and provides quick and simple information on what is happening in real time (updates of the day) in the Administrator environment. Through this Dashboard you can check information on calls, agent productivity and performance, calls in the queue, pending or
Frequently Asked Questions: New WhatsApp Business Pricing Rules 2026
What is the main change in WhatsApp's pricing model introduced by Meta?Meta changed the way WhatsApp conversations are charged. Previously, when a customer initiated an interaction, a 24-hour window would open, and subsequent messages were covered by the initial conversation fee. Now, charges will b
SenseData and Zenvia Customer Cloud Integration
This feature connects SenseData to Zenvia Customer Cloud (Zenvia Customer Cloud) to automatically synchronize your contacts and information every day. You choose which contacts to send and which information to transfer from one system to the other. Use this feature to ensure that your campaigns and
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
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
[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
Why is my billing split between VAS and Licensing?
La división de su cobro entre Licenciamiento de Software y SVA (Servicio de Valor Agregado) se realiza por motivos fiscales. La suma de ambos montos corresponde exactamente al total de su plan; no se trata de un cobro duplicado.
Entienda cada concepto:
Licenciamiento de SoftwareSe refiere al uso de
[Enterprise] Brazil's General Data Protection Law (LGPD)
Below are the definitions according to Article 5 of Brazil's General Data Protection Law (Lei Geral de Proteção de Dados - LGPD):
I - Personal data: Information related to an identified or identifiable natural person.
II - Sensitive personal data: Personal data concerning racial or ethnic origin, re
Can I Reuse my Number if I Already Started Using Zenvia Conversion
Once you start using Zenvia Conversion with the WhatsApp Business API, you cannot use that number without another API provider. This is because WhatsApp's user policies do not allow a WhatsApp Business API account to be switched to a basic Business or personal account.
However, you still have so
Webmotors
See how to perform this integration with Zenvia Conversion
API Webmotors Documentation:
https://portal-webmotors.sensedia.com/api-portal/documentacao
Important: The user that is being used in the integration must be a user with API permissions. This user won’t be able to access Cockpit CRM D
Integrate chatbot into your Website
Important: Before following the instructions, make sure the feature is available for your access profile.Interact with your customers directly on your website. Integrate a web chat with your Chatbot and automate all your operations. Follow the step-by-step instructions to link it.
Step 1: Link Web C
How to integrate Mercado Libre with Zenvia Conversion
Check how to activate the integration with this marketplace
Leads that come in through your MercadoLibre account can also be managed through Zenvia Conversion. You can respond to all your client contacts through our app! Here's how this works.
1 - Go to Apps and click on Mercado Libre:
Af
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
Two-factor authentication on Zenvia Plataform
Activate two-factor authentication to keep your Zenvia Platform account safe and secure.
What is two-factor authentication and why is it important?
Two-factor authentication is a security method that verifies your identity before allowing access to your account. This verification happens in two ste
Send media messages with WhatsApp
Important: Before following the instructions, make sure the feature is available for your access profile.To send WhatsApp messages that include media, it's necessary to:
Have a message template pre-approved by Meta within Zenvia Customer Cloud.Provide a media link during the setup of the message.Sen
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