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WhatsApp message template categories

Meta requires WhatsApp message templates to be correctly categorized to ensure their approval and proper use. Each category has a specific purpose, and when creating a template, you must choose the one that best represents the content of the message. The correct categorization avoids rejections and

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

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

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

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

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

WhatsApp Message Templates in Zenvia Conversion

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

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

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

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

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

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

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

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

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

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

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 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

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.

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

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

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

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

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

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 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

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 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

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

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

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

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

Send emails in Zenvia Customer Cloud

In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.

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

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

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

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

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

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

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

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

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

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

How to Create a Direct Access Link to Your Instagram Inbox

Create a direct link to your Instagram inbox using Meta’s official shortcut: ig.me. This link allows customers to be redirected straight into a conversation with your business account quickly and easily. You can share this link on: Your website or blogNewsletters (emails)Promotional campaignsOther d

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

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

What's new in Zenvia Customer Cloud

10/17 ⚙️ New feature Fill templates for tickets It’s now easier to automate repetitive tasks during ticket creation and handling. With fill templates, you can create reusable templates that automatically apply actions to fill in ticket fields. This allows you to define standards and perform repetit

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

Sending and receiving Instagram messages in the sales service

Send and receive Instagram Direct messages directly in the Zenvia Customer Cloud commercial inbox, centralizing the conversation flow and ensuring agility in customer service. Requirements for UseFacebook Account with linked Instagram business account connected to Zenvia Customer Cloud.Instagram Pag

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

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

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

Error sending messages in Zenvia Conversion

Find out if your customer's contact number is valid or not in this guide to help you better understand message delivery errors in Zenvia Conversion. Possible Message Delivery Errorsa. Invalid WhatsApp NumberWhen adding a new contact and trying to send a message template to start a conversation in th

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

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

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

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

How to integrate and use the Facebook catalog in commercial service

Send your Facebook product catalog via WhatsApp directly in your commercial support conversations. Create your catalog1. Go to the Commerce Manager in your Facebook Business Manager and click Add Catalog. 2. Set up the catalog and rename it with your company name (do not use the default name to avo

Actions of support specialist agents

Whenever a ticket is updated, the system checks if any support specialist agent has conditions configured for that scenario. If so, the actions linked to that agent are executed automatically. This is the final step of the agent configuration, where you define the success actions to be taken, such a

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

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

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.

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

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

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

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

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

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. 👉 In this articl

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