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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

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

03. Adherence

The Adherence feature shows the percentage (%) of hours worked by an agent in the tool, considering a work schedule predefined by the account admin (which can be customized or standard - 40 hours). The benefit of using this feature is to provide the admin with control and visibility of the agents' w

Mercado Livre

Important: Before proceeding with the instructions, confirm that this feature is available for your access profile. The native Mercado Livre (MeLi) connector in Zenvia Customer Cloud allows you to centralize pre-sales and post-sales customer service and integrate order data for strategic business an

01. Monitor services - Agent

The Monitor services - Agent feature allows the agent to view their performance in the operation, as well as identify the number of other agents for each of the statuses in the departments they are assigned to. As an agent, the value of this feature lies in visualizing and managing your number and a

Configure the team's working hours and breaks

Learn how to configure working hours and agent breaks in Zenvia Customer Cloud, including days of the week, start and end times, intervals, and scheduled breaks. 1. Team working hoursAgents, operators, and administrators can configure working hours to control agent availability and ensure the proper

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

01. What is Zenvia Chat

Zenvia Chat is a customer service tool that allows you to manage different service channels in a single environment, as well as providing administrators with a management view with dashboards and reports. Simplify your customer service with a complete, easy-to-manage multichannel tool. With omnichan

Configure success expert agent timer

Important: Before following the instructions, make sure the feature is available for your access profile.This is the third step in creating the Expert agent, where you configure the period and frequency of the Expert agent's execution and decide if the same contact can be impacted more than once. 💡

How to create and configure variables in a chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Variables allow you to store and reuse information throughout the chatbot conversation flow. With them, you can personalize messages, save user responses, control steps, and much more. There are

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

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

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 "/"

Mercado Livre: Chatbot Journey in Zenvia Customer Cloud

The native Mercado Livre (MeLi) connector in Zenvia Customer Cloud allows you to centralize pre-sales and post-sales support and integrate order data for strategic business analysis. By connecting your Mercado Livre account, buyer messages are handled within Zenvia Customer Cloud, turning customer

Setting Up a Chatbot for Click to WhatsApp Campaigns

Important: The Click to WhatsApp campaign integration feature is currently in beta. To use it, please contact the Zenvia team and request activation for your account. If you're running Click to WhatsApp (CTWA) campaigns on the Meta platform, you can integrate them directly with your Zenvia Customer

06. 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

How to Set Up the Zenvia Bots plugins

Check which additional configurations you'll need so that the Zenvia Bots will work correctly First, you'll need to integrate Zenvia Bots. For more information about how to do this, see this article. If is correctly integrated, you'll see an OK in green, as shown below: To see the API Key f

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

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

WhatsApp Message Templates in Zenvia Conversion

Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion

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

Rules for sending SMS messages

Important: Before following the instructions, make sure the feature is available for your access profile.To send SMS messages in Zenvia Customer Cloud, it is necessary to understand some rules regarding the number of characters and types of messages allowed. In this article, learn how these rules wo

Deploy chatbots on channels and on your website

Important: Before following the instructions, make sure the feature is available for your access profile.This guide aims to help you make your chatbot available on Instagram, ensuring it is ready to interact with users as soon as messages are sent to your business account. ⚠️ Attention: To make a c

03. Zenvia Chat integration with RD Station Marketing

RD Station Marketing is a marketing automation software that helps with capturing, managing, and communicating with customers and leads (potential clients). Zenvia Chat has a native integration with RD Station Marketing, allowing conversations initiated through the tool, via any channel (chat, voice

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

Facebook Leads integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Lead Ads is a Meta ad format that allows you to generate leads through forms on Facebook and Instagram, available for accounts connected to Facebook pages. The standout feature of this t

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

Border Groups and Zones in Zenvia Conversion

Zenvia Conversion allows you to define zones within the hierarchy of your groups. Zones have two functions:To merge duplicate leadsTo limit the transfer of prospects outside the zoneThese zones are created by using border groups. How Zones WorkIn the following example, there are two zones. The globa

Integrating the Instagram channel into Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Instagram is a messaging platform that allows sending texts, photos, videos with effects, and personalized interactions such as selfie stickers and reactions. In Zenvia Customer Cloud, it is avai

How to integrate Facebook Lead Ads and Instagram Ads

Learn how to integrate to receive your leads on Zenvia Conversion Facebook Lead Ads make it easy to generate leads. People just need to tap on your ad on Instagram or Facebook to bring up a pre-filled form with their contact details, ready to be sent directly to you. With the Facebook Leads app

Send SMS messages in Zenvia Customer Cloud

In this article, you will find information about sending SMS messages in Zenvia Customer Cloud.

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

[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

Transfer contacts for sales chat in automation flows

Important: Before following the instructions, make sure the feature is available for your access profile.Automatically transfer contacts who respond to your campaign to support with a specific agent or team. This way, you will increase the chances of conversion by making the most of each interaction

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

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

03. Transfer rules

The Transfer Rules feature allows you to customize the rules for transferring conversations between agents and departments within an operation. The aim of this feature is to improve the performance of the operation and the management of calls, as it allows you to configure specific transfer rules f

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

Automation performance report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud automation performance report provides information about a specific automation, including the total number of triggers, messages sent, impacted contacts, and performance rat

Operation Monitor

Important: This feature is available for the Viewer, Operator, Administrator, and Franchisee profiles.The Operations Monitor screen allows you to track, in real time, the performance of customer service teams, agents, and ongoing activities. This helps supervisors reduce idle time, serve customers f

How to create and export a custom ticket report

Important: Before following the instructions, make sure the feature is available for your access profile.Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage ope

General organization data in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Track activities and results to understand how your organization is operating. Go to Homepage to, in one place: Evaluate the impact of integrations with management systems.Monitor sales and servi

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

Most used plugins and how to add the WhatsApp button to your website

WhatsApp plugins are software extensions or components that allow you to add a WhatsApp chat button or functionality to your website for direct communication with users. Having a WhatsApp button on your website can facilitate communication with your audience. In this article, we have compiled some p

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

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

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

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

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

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

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

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

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

Ticket filling templates

In this article, you will learn what filling models are, how to use them, and how to manage them in Zenvia Customer Cloud. What is a filling modelA filling model is a feature that automates tasks during the creation or attendance of a ticket. Whenever there is a repetitive action, such as defining t

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

Support inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The support inbox in Zenvia Customer Cloud is the environment where conversations between agents and customers take place via tickets. In the inbox, you can view conversations organized by status

04. Departments

Departments are specific areas within a company that determine how employees divide their tasks. In Zenvia Chat, you can create or edit departments to allocate agents to different departments according to their role, such as: support, sales, finance, legal, etc. In this article you'll see how to ac

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

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