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WhatsApp Message Templates in Zenvia Conversion
Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion
03. Sending message templates in support inbox
Important: Before following the instructions, make sure the feature is available for your access profile.Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and
How to find my Templates and Quick Responses
How to access the text you need for your conversation in seconds
In Zenvia Conversion, you can quickly find message templates and quick responses from each of your conversations.
For that, both on your mobile device and on your desktop, all you have to do is enter the conversation and type the "/"
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
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
How to adjust and correct rejected templates on WhatsApp
Important: Before following the instructions, make sure the feature is available for your access profile.If your message template was rejected on WhatsApp, you can edit it, delete it, and create a new one to ensure compliance with the platform's guidelines.
How to Edit or Delete a Message TemplateGo
Best practices for creating and sending WhatsApp message templates
Important: Before following the instructions, make sure the feature is available for your access profile.Message templates, also called templates, are standardized and pre-approved messages by WhatsApp, used to initiate conversations following Meta's guidelines. In this article, you will find best p
04. 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, which will be automatically sent whenever a new customer registers.
⚠️ Attention: Message templates
02. Registration of RCS message templates in Zenvia Customer Cloud
Registering your RCS message templates on Zenvia Customer Cloud is simple and intuitive. Before starting, make sure that the RCS channel is integrated with your account.
⚠️ Attention: This feature is only available to users with Operator or Admin profiles.
To manage and create your RCS templates, go
How to create and manage email templates in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Email message templates allow you to send personalized communications to your customers, automating processes and optimizing customer interaction.
You can create email templates to use in marketi
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
WhatsApp Message Template Library
Important: Before following the instructions, make sure the feature is available for your access profile.The Template Library is a Zenvia repository with standardized message suggestions for use on WhatsApp. These templates are structured according to Meta’s guidelines, streamlining the creation and
Limitations of WhatsApp Business API
Check out the main limitations of the WhatsApp in Zenvia Conversion.
Message Templates in Zenvia ConversionDue to the use of the WhatsApp Business API, WhatsApp and Facebook Messenger message templates are the only way for your company to initiate conversations, as long as the contact has not writte
How to set a greeting message for other sources
Learn how to send message templates to customers coming from channels other than WhatsApp or Messenger (e-commerce, forms, etc)To activate this function, follow the steps explained below:
1. Go to Conversation Channels on the left menu and choose the channel of your business (WhatsApp or Facebook Me
Start a customer service with a WhatsApp Message Template
Important: Before following the instructions, make sure the feature is available for your access profile.Message templates in Zenvia Customer Cloud are used to initiate or reestablish a conversation in the Customer Inbox.
These templates, created by you, undergo content validation by Meta, ensuring
Integrating the SMS channel in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The SMS channel allows sending text messages directly to your customers' mobile phones. It is a widely used solution for marketing campaigns, notifications, and quick, direct communications with
What is the Migration Between BPS/WhatsApp Providers
Understand what the migration between WhatsApp providers consists of and what the benefits are.
The WhatsApp Business API enables number portability between providers, also known as BSPs (Business Solution Providers), but what does that mean? And what are the benefits can it bring?
This feature
New WhatsApp Business pricing model
Effective as of July 1, 2025
Starting July 1, 2025, WhatsApp Business API will no longer use the 24-hour session (or conversation window) pricing model. Charging will now be based on each template message sent, except for user-initiated interactions.
What is changing?End of 24-hour conversation wind
01. Choosing the format for creating a flow chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.The flow chatbot allows you to automate communication with your users, guiding them through a series of predefined steps. These steps can range from a simple welcome message to collecting informa
Integrating Email channel in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Email is a strategic and widely used channel for sending campaigns, enabling direct and personalized communication with the target audience.
The integration of the Email channel plays a central r
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
WhatsApp account settings in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Managing your WhatsApp account ensures that it is configured according to your needs and preferences. After activating the channel, you can:
Customize the profile: Change your account’s appearanc
WhatsApp rules and definitions
Below you will find the main guidelines defined by Meta, organized by topics to facilitate usage in Zenvia Customer Cloud:
Account activationMessage templatesMessage delivery issuesQuality rating of your numberMessaging limit (Tier)24-hour window⚓
Account activationThe activation process for the Wh
WooCommerce
App to send automatic messages and product descriptions on your conversations with this application.
With this app you can send automatic messages through WhatsApp and Facebook Messenger every time you receive a new order from WooCommerce.
Also, you can send all the information about your produc
Send emails in Zenvia Customer Cloud
In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.
How to send bulk WhatsApp messages on Zenvia Attraction
Learn how to send bulk WhatsApp messages, integrated with Zenvia Conversion, by Zenvia Attraction.
To carry out bulk shoots from Zenvia Attraction, access the platform through app.zenvia.com with the same login and password used in Zenvia Conversion.
Then, access the Products top menu and then sel
Start a sale with a Facebook Messenger Template
Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Messenger message templates are used in the commercial inbox to:
Start a conversation with a contact (when there is no active session); orReestablish the conversation after the 24-hour s
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
07. Integrating the RCS channel into Zenvia Customer Cloud
RCS (Rich Communication Services) is a messaging standard that allows sending text messages, audio, videos, and photos. It's also possible to build interactive dialogues with your customers. All of this is done using Messages, the same Android system app that reads SMS.
With it, you can understand t
Integrate WooCommerce with Sales
Important: Before following the instructions, make sure the feature is available for your access profile.Integrate WooCommerce with the Commercial Service to automate messages and make it easier to send product information directly in conversations with customers.
With this app, you can:
Send automa
How to send WhatsApp Broadcast Messages
At Zenvia Conversion, we understand how useful it is for companies to be able to send mass messages through WhatsApp while still complying with all the app's policies.To send your template via mass broadcast, follow these steps:
1 - Go to the Contact Panel.
2 - After selecting the multiple recipient
Why we use Sessions on Facebook Messenger and how they are calculated
Why is it limited when I can start a conversation? What are the costs of using the Facebook API?
Just like WhatsApp, using the integration with Facebook Messenger has a variable login cost, which will be added to the plan you have contracted with Zenvia Conversion.
Why are Zenvia Conversion sess
03. Building a chatbot using a model
Important: Before following the instructions, make sure the feature is available for your access profile.Using a model, you can simplify the process of creating a chatbot and build it more practically.
These templates function as pre-configured structures that already include the main conversational
Here are the available articles from Zenvia Conversion
Welcome to the Zenvia Conversion Help CenterOn this page, you will find all the documentation for using Zenvia Conversion, organized by categories and popular topics.
Search for information and resolve your questions about getting started, our features, and general settings here or by using the left
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
How does WhatsApp Business API works
Learn how it works and how we configure the WhatsApp Business API integration
Zenvia Conversion's integration with WhatsApp Business allows you to track all the conversations your business has via WhatsApp so that you can monitor and improve them.
You can also add notes and reminders, and schedu
What is Zenvia Conversion
Zenvia Conversion is a solution that centralizes customer service across multiple channels, such as WhatsApp, Facebook Messenger, Instagram, and Webchat. It allows for quicker sending and receiving of messages to boost sales, increase conversion rates, and provide a better sales service experience.
Why we use Instagram sessions and how they are calculated
Like WhatsApp, using the integration with Instagram Messages has a variable cost that will be added to your plan in Zenvia Conversion.
Why Use Sessions in Zenvia Conversion?The Facebook API offers several benefits for companies, mainly by enhancing the handling of inquiries through complementary too
Creating an automated communication flow in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The purpose of the communication flow is to establish triggering rules through a customizable flow, allowing you to reach your target audience autonomously. With it, you can schedule an automatic
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
How to create and use quick reply messages in sales service
Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are message templates used to streamline communication during a conversation. They can be sent in recurring situations, such as when a product is out of stock or when a contact send
What is a WhatsApp session
The WhatsApp Business API offers several advantages for companies, one of the main ones being the possibility of multiple users accessing the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has rules in place to ensure proper use of the platform.
What is a WhatsA
Quick guide to Zenvia Conversion initial settings
Welcome to Zenvia Conversion. We're happy to have you here!
Learn more about our features and find out how to set up your Zenvia Conversion account by accessing the articles below:
Concept and Access
How to log inRequirements to request verification (green badge) for your WhatsApp Business lineWhat
Zenvia Convert App
Zenvia Converter facilitates customer service for external operations or sales teams that serve clients at both physical and digital locations simultaneously. It allows agents to switch between devices (desktop and mobile).
How to download the appThe app is available for download on the App Store an
What are quick responses and how to create them
Quick Replies are message templates designed to be sent in specific situations during customer service to expedite communication with your contacts.
For example, if a product is out of stock or if the company receives a message outside of business hours, a Quick Reply will be sent to the contact.
Qu
Marketing Messages Lite API (MM Lite API)
Important: Before following the instructions, make sure the feature is available for your access profile.The Marketing Messages Lite API (MM Lite API) is a Meta technology developed exclusively for sending marketing messages via WhatsApp, focused on performance, engagement, and traceability.
Why use
Send WhatsApp messages in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Sending bulk messages via WhatsApp allows your company to communicate directly with a large number of contacts. You can include images, videos, emojis, reply buttons, and links to direct recipien
Tiendanube App
How to activate and use the Tiendanube App in Zenvia Conversion
With the Tiendanube app you can send automatic messages via WhatsApp every time you receive a new order from Tiendanube, in addition to being able to send all your product information directly from your conversation with the client
04. Building a blank chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.The option to create a blank chatbot offers total freedom to define the conversational flow exactly as you want.
Starting from scratch, you have full control to determine each step and interactio
What's new in Zenvia Customer Cloud
07/03 ⚙️ New feature
Webhooks with OAuth2 authentication
You can now ensure greater security in notification delivery with the new OAuth2 authentication option for Webhooks. When this feature is enabled, Zenvia automatically obtains a valid access token before each delivery, protecting your system
Automation of Transactional and Conversational Messages through API
How you can automate your conversations and messages through the Zenvia Conversion API
Zenvia Conversion allows you to automatically send messages in any conversational channel (WhastApp, FB Messenger, etc.) through its API. This is very useful for various use cases, such as:
Sending notifica
Zenvia Conversion Integration with Zenvia NLU
Zenvia NLU is a conversational artificial intelligence tool designed to create virtual assistants across various communication channels, automating stages of the customer journey.
Integrated with Zenvia Conversion, you can use Zenvia NLU's chatbots to enhance digital customer service and operationa
09. Shopify integration with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The integration of Shopify with Zenvia Customer Cloud allows for the automatic sending of WhatsApp messages whenever a new order is placed. This connection facilitates communication with customer
How to activate and use the Shopify app
With this app you can send automatic messages through WhatsApp every time you receive a new order from Shopify, also, you can send all the information about your products directly from the conversation with your client in Zenvia Conversion.
Is necessary that customers who buy through Shopify have a
06. WhatsApp channel
By enabling the WhatsApp channel you allow all messages sent to the contracted number to reach Zenvia Chat.
WhatsApp is one of the world's most popular instant messaging platforms, allowing users to exchange text messages, voice and video calls, share media and documents. WhatsApp stands out for i
01. All available articles
🌎 By Humanz for Humans: Welcome to the Zenvia Chat Help Center.
Our documentation is divided into three categories:
Concept and Access: tool concepts and instructions for accessing it;
Getting Started: an overview of the tool and its main features;
Features and Functions: user manuals for operatin
Send SMS messages in Zenvia Customer Cloud
In this article, you will find information about sending SMS messages in Zenvia Customer Cloud.
[Enterprise] Satisfaction survey: Question settings
The Satisfaction Survey allows you to easily assess the level of customer satisfaction after each service, helping to identify areas for improvement and take corrective actions precisely.
⚠️Attention: Feature available only for Operator and Admin profiles.
Enable Satisfaction Survey1. Access Support
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
Message sending errors in the Sales Customer Inbox
When a message is not delivered to the commercial service inbox, it is important to understand the reason for the error in order to take the correct measures.
Error messagesIn the inbox, located under Sales > Customer Inbox, you will see two types of messages related to errors:
Short and informative
Sandbox tests in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The Sandbox Tests module is designed to provide and streamline the process of testing our APIs.It offers a secure environment where developers can perform quick tests of multichannel APIs before
User access profiles in Zenvia Customer Cloud
Each user added to Zenvia Customer Cloud is assigned an access profile that defines which system features they can use.
These profiles are configured to control access to all features of Zenvia Customer Cloud, ensuring that each user has only the permissions relevant to their role.
👉 In this articl
API: Frequently-Asked Questions
Everything you need to work with our API
This article will answer the majority of questions you might have about Zenvia Conversion's API.
You can find a Postman collection with requests available for the Zenvia Conversion API here.
1 - How to upload leads using the API:
When you upload a lead v
What is Zenvia Customer Cloud?
Zenvia Customer Cloud is a unified, multichannel solution that allows your company to manage and deliver personal, engaging, and seamless experiences through interactions throughout the entire customer journey.
The solution's features are provided in a modular structure, and you can navigate through
Transfer contacts to sales support in WhatsApp broadcasts
Important: Before following the instructions, make sure the feature is available for your access profile.Send bulk WhatsApp messages and keep the conversation going with your customers through human or automated support on Zenvia Customer Cloud. This ensures a continuous and seamless experience for
Chats in Zenvia Conversion
Located in the left sidebar menu, Chats is a module of Zenvia Conversion where interactions and message exchanges between your company and a contact occur.
For example, if someone contacts you through any communication channel to inquire about the price of a product, they will be answered in Chats.
All available articles
Welcome to Zenvia Customer Cloud's Help Center! On this page, you will find all the usage documentation for Zenvia Customer Cloud organized by categories, following the software’s side menu. We also have complementary materials for developers and a FAQ section.
For Devs Learn about the API integrat
How to use the communication rules builder
Important: Before following the instructions, make sure the feature is available for your access profile.The communication builder in Zenvia Customer Cloud provides all the necessary tools for any user to create and edit automated flows in a practical and visual manner.
This article describes all th
How to set up handoff variables for human agents in Customer Cloud
If you use another Zenvia platform to triage your customer service interactions and have already configured interoperability with Customer Cloud, this guide will show you how to correctly send customer information to the human agent.
In this article, we will focus on configuring the handoff variable
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
Create an email with the Zenvia Customer Cloud builder
The Zenvia Customer Cloud email builder allows you to quickly create visually appealing marketing messages without needing any code. You can use ready-made templates or build your email from scratch by combining content blocks and layout rows.
Before you beginThis article explains how to use the bui
Sending Messages in the Customer Inbox
Important: Before following the instructions, make sure the feature is available for your access profile.The customer inbox is where you communicate with your contacts. You can send text and audio messages, image and video files, documents, location, payment links, and much more.
How the Customer In
Instagram Integration with Zenvia Conversion
Zenvia Conversion simplifies communication with your audience. Through our solution, you can respond to everyone who contacts your company via Direct Messages (DMs) on Instagram and improve your conversion strategies.
By integrating Instagram with Zenvia Conversion, you can manage and centralize com
Commercial customer inbox in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Handle customer service and monitor interactions between your company and contacts in the Zenvia Customer Cloud Customer inbox. Here, you manage conversations, answer messages, and keepon track
01. 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.