Important: Before following the instructions, make sure the feature is available for your access profile.In SLA Details, you can view all the information about the SLA of Support service tickets. Find information about: DetailsMonitoringNotificationsHow to View SLA DetailsTo access the SLA details,

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

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

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

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

SLAs are intended to improve monitoring of the metrics analyzed by the Administrator and to help agents comply with SLAs (Service Level Agreements). The administrator can configure the time/period for each type of SLA: waiting, first response, message and service.  The waiting SLA is the time elaps

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

Important: Before following the instructions, make sure the feature is available for your access profile.In Priorities, configure the urgency levels to classify internal support service tickets. This way, your agents can identify the criticality of each ticket.  Priorities are linked to ticket categ

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

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

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

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

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

🌎 By Humanz for Humans: Welcome to the Zenvia Chat Help CenterOur 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 operating the

This API enables querying data from interactions carried out via Zenvia Chat, in accordance with reports currently extracted from the Administration interface. TOKEN The access token for the API can be generated in the Administration interface through the menu: Settings Integrations API Link: https

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

The configuration of People allows centralized permission management, ensuring that each user in Zenvia Customer Cloud has access only to the information relevant to their role, in a secure and personalized way. ⚠️Attention: Functionality available only for Operator and Admin profiles. How to config

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

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

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

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

The Custom Analytics functionality allows downloading analyses based on specific needs. The goal is to enable the Operation Administrator to extract custom analyses, allowing the export of specific data.  ⚠️ Attention: This new functionality is available only for the Advanced Plan. This article will

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

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

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

Tickets are the core feature of the Support Service module in Zenvia Customer Cloud. They centralize, organize, and track all customer requests across channels (WhatsApp, Webchat, and Email). Whenever a customer reaches out, the system automatically creates a ticket. From there, your team can categ

The Telephony feature allows support agents to receive and make calls directly through Zenvia Customer Cloud. These calls can be converted into new tickets or linked to existing ones, offering greater control and service history. In this article, you will see: Receiving callsThe first step to using