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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
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
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
04. Actions in expert agent
Important: Before following the instructions, make sure the feature is available for your access profile.This is the fourth and final step of creating the expert agent, where you can select the successful action Message Sending.
To access this feature, go to Zenvia Customer Cloud > Expert agent > Cr
WhatsApp Message Templates in Zenvia Conversion
Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion
Registration of Email Message 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 messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template, whic
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 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
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
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
Transactional Messages with Zapier
With Zapier, you can send automated messages without needing to know how to code.
This guide will show you how to use Zenvia Conversion to pull contact details from a Google Sheets spreadsheet and use them to send an automated WhatsApp message.
Step-by-stepCreate a Zap in Zapier
Go to Zapier.com and
03. Sending Message Templates in Support Chat and Tickets
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
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 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 Fac
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
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
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
WhatsApp rules and definitions
Important: Before following the instructions, make sure the feature is available for your access profile.Below, you will find answers to some frequently asked questions related to account activation, message templates, session opening, and WhatsApp number classification.
Account Activation How to ac
Send emails in Zenvia Customer Cloud
In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.
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 "/"
Send SMS messages in Zenvia Customer Cloud
In this article, you will find information about sending SMS messages in Zenvia Customer Cloud.
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
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 recipien
What is a WhatsApp session
The WhatsApp Business API offers several advantages for businesses, with one of the main benefits being the ability for multiple users to access the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has defined rules to prevent misuse of the platform.
What is a ses
Shopify App
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.
IMPORTANT: is
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 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
04. Send WhatsApp messages in Zenvia Customer Cloud
Mass messaging through WhatsApp is an effective strategy to establish direct communication and reach a large number of recipients quickly and personalized. The channel features capabilities that allow the sending of messages with images, videos, emojis, response buttons, and links leading directly t
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
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 Create a CSV File for Bulk Uploads
Ensure that your file is free from errors when you upload your database
When a CSV file doesn't fulfill the necessary requirements to upload a database containing multiple clients, Zenvia Conversion will display an error:
To avoid this, follow the steps below:
1 - Create a spreadsheet with Goog
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
How to recover contact engagement with "We miss you" automation
Important: Before following the instructions, make sure the feature is available for your access profile.The We Miss You automation is a smart solution for engaging inactive customers. Using artificial intelligence, you can set up personalized messages via SMS or WhatsApp to reactivate contacts and
01. Support Inbox
Important: Before following the instructions, make sure the feature is available for your access profile.The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets.
In the Support Inbox, you can view conver
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
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
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
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 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
16. Transfer contacts to sales support in WhatsApp broadcasts
Send WhatsApp messages in bulk and maintain conversations with your customers through human or automated support in Zenvia Customer Cloud. This ensures a continuous and smooth experience for your customers, while also increasing your chances of sales and conversion.
SpecificationsSupported Channel:
General settings of sales in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Set up and customize customer service options in Zenvia Customer Cloud to enhance the customer experience and streamline your team’s work. The configurations applied will be reflected in the Serv
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
01. Analyze Calls provided by Chatbots
Important: Before following the instructions, make sure the feature is available for your access profile.In the Zenvia Customer Cloud, the Calls (Chatbot inbox) tab is responsible for providing a complete record of the data from the services performed by the created chatbots.
For companies looking t
02. Handling and Transferring Support Conversations
Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to manage conversations in the support inbox of Zenvia Customer Cloud. Understand the support flow, agent or group transfers, linking conversations to tickets, and the
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
Zenvia Conversion Features
Answers to common questions about Zenvia Conversion's various features
Can you send bulk messages through WhatsApp?
Yes, the feature is called "Distribution Lists" and allows you to send between 100 messages (basic plans) and 500 messages (PRO plans) a day and with WhatsApp's official approval
Integration of the Quotes App
Important: Before following the instructions, make sure the feature is available for your access profile.The Quotes App simplifies the creation and sending of quotes to your contacts via WhatsApp, allowing you to register and measure all sales made through Zenvia Customer Cloud.
Additionally, with t
Tiendanube integration with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.With the integration between Tiendanube and Zenvia Customer Cloud, you can automate WhatsApp message sending upon receiving new orders and share product information directly in conversations with
Quotes App
Quotes App is a feature integrated into Zenvia Conversion that simplifies the creation and sending of quotes to your contacts via WhatsApp. With Quotes, you can record and measure all sales made through our solution.
In Quotes, you manage your company's product catalog, configure additional fields t
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
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
Limitations of WhatsApp Business API
Check out the main limitations of the WhatsApp in Zenvia Conversion.
Message Templates in Zenvia Conversion
Due 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 writ
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
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
04. Errors in broadcast message sending on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports.
To understand the reaso
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
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
03. 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
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
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
Sales support group settings in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Manage and organize how users are grouped and how the support tickets are distributed among them.
In this article, you will learn:
Edit group nameChange a user's groupConfigure group rules and pa
Error sending messages in Zenvia Conversion
Discover if your customer's contact number is valid or not in this guide to help you better understand message sending errors in Zenvia Conversion.
Possible Errors in Message Sending
Invalid Number on WhatsApp
It may happen that when adding a new contact and trying to send a message template to sta
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
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
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
Additional Fields
In Zenvia Conversion, Pro Plan customers can add additional fields that are customized to your business, improving the organization of important information in the platform and making it easier for your team to access.
Additional fields can be simple text (open), dropdown (multiple options) or date
07. 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
08. Hours and Holidays
The Hours and Holidays feature lets customers know when you are available to serve them. You can use this feature in situations such as:
If you have a specific department in your company, in which the attendants are only available for service on certain days and at certain times, (example: Tuesday
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.
01. Defining the Objective and Type of Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.Welcome to the Chatbot module of Zenvia Customer Cloud. Here, you do not need to understand programming or code to create a virtual assistant and automate communication with your customers.
This
Release Notes 2024
12/18 Segmentation by Sentiments in the Contact Manager
Based on contact interactions, Artificial Intelligence performs a sentiment analysis that identifies emotions expressed in conversations. This information can be used to filter contacts in the database and create segmentation rules, enabling yo
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
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
Facebook Catalog
Learn how you can send your Facebook product catalog via WhatsApp
Create a Catalog
1 - Access your Commerce Manager page in your Facebook Business Manager (https://business.facebook.com/commerce/) and press on “Add a Catalog”:
2 - Setup your catalog configuration and rename it to your company n
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.
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How to integrate Zenvia Attraction with my Zenvia Conversion account
Zenvia Attraction is a mass messaging platform for marketing campaigns across channels such as SMS, Email, WhatsApp, and RCS. And Zenvia Conversion is a solution to simplify communication and conversion for your sales strategies.
Integration with Zenvia Conversion allows you to unify the processes o