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What's new in Zenvia Customer Cloud

02/27 Sentiment Analysis in Sales Chat Conversations View the customer's sentiment next to their name during the conversation. This analysis is based on the interaction history and helps agents personalize their approach to provide an even better experience. The customer's sentiment is generated bas

01. Sales chat operation monitoring in Zenvia Customer Cloud

The Operation Monitor in Zenvia Customer Cloud allows you to track your team's recent actions in commercial service and analyze the efficiency of your operation. To access it, go to the side menu and click Sales > Activity Monitor. The Operation Monitor offers three types of analysis: Services - com

01. Customer inbox in Zenvia Customer Cloud

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 service activities. For example, if someone contacts you after a message broadcast, it is in the Customer

[Enterprise] How to create and export custom ticket reports

The Custom Reports feature allows the management and export of detailed ticket reports, enabling the creation, editing, and deletion of reports according to the needs of support journey analysis. This article explains how to access, use, and customize these reports. Accessing ReportsConditions for A

06. How to use variables for broadcast messages

Variables allow you to personalize information at the time of sending the message, making it specific to each recipient. ⚠️ Attention: This feature is available only to users with Operator or Admin profiles. There are some differences between the sending options you might notice when accessing the r

01. Overview of Channels in Zenvia Customer Cloud

The Channels module of our solution integrates conversational channels with other Zenvia Customer Cloud modules, allowing your company to provide effective customer service through practical and unified communication. ⚠️ Attention: This feature is only available to users with Operator or Admin profi

05. Add FAQ Skill to the AI chatbot

The FAQ functionality allows the chatbot to provide specific and detailed answers to frequently asked questions, using content previously configured in the knowledge base. To do this, instead of querying the general knowledge base for each question, the chatbot will use the specific content associat

05. Latest executions and edits the expert agent

This section is located at the bottom of the automation creation screen. Here, you can view a complete breakdown of executions and export a report on the last 10 automation executions. To access this feature, go to Zenvia Customer Cloud > Experts agents > Create new expert agent> Latest executions s

Conversion: Frequently-Asked Questions

Check the answers to the most frequently asked questions about Zenvia Conversion. Reports and Consultants Summary Panel What counts as activities? The Summary Panel displays real-time information. Activities include any operation performed on a contact, such as messages, calls, transfers, creations,

Area and country calling codes review in message broadcast

Clear your doubts about the correct use of country codes in message deliveries, ensuring that your campaigns on Zenvia Customer Cloud are delivered without errors or additional charges. Why review the country and area codes of my contacts?Ensuring that the country codes are correct is essential to g

08. Best practices for creating and sending WhatsApp message templates

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 practices for creating templates, structuring messages, and using them correctly in Zenvia Customer Cloud.

07. How to adjust and correct rejected templates on WhatsApp

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 to Settings > Message Templates > WhatsApp.Find the rejected template.Click on the template options menu

How to open and track tickets in Zenvia Customer Cloud

If you need support in Zenvia Customer Cloud, you can open a ticket to resolve doubts, request adjustments, or report issues. Additionally, it is possible to track the status of your tickets and, if necessary, escalate them to the Ombudsman for a deeper analysis. This article explains how to perform

05. Integrating the Instagram channel into Zenvia Customer Cloud

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 available as a channel for Commercial Support, Customer Support, and Chatbots. ⚠️ Attention: The integration

01. Expert agents

The Expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication. Expert agents are system configurations that enable the automatic execution of actions: you define the conditions and the action to be performed

03. Broadcast report in Zenvia Customer Cloud

Zenvia Customer Cloud broadcast report provides information to monitor and track the technical details of your communications, such as broadcast status, contact data, respondents, and common errors in sending. ⚠️ Attention: This feature is only available to users with the Viewer, Operator or Admin p

02. Conditions and usage of InteractionZ

InteractionZ are records of interactions between the company and its customer. In Zenvia Customer Cloud, this is the term used to represent the communication between both parties. Each InteractionZ lasts for 24 hours from the moment it is opened. During this period, your company can exchange unlimit

[Enterprise] Support service API access schedule and limit

To ensure optimal availability and performance of our platform, Zenvia Customer Cloud has implemented enhanced mechanisms for API access control. These measures are designed to optimize usage and prevent operational overload. API Access Times and LimitsFrom 7:01 AM to 6:59 PM: The APIs have a maximu

[Enterprise] Attachment API in Zenvia Customer Cloud support service

The Zenvia Customer Cloud API offers functionalities that allow querying attachment information directly through HTTP requests. With this API, you can integrate and download attachments into your system, automating queries and retrieving specific files. API ManagementTo use the API, it is necessary

[Enterprise] Text editor tools for support service

Learn about the text editor features available in the solution, used to format and personalize content in areas such as articles, tickets, and forms. This article explains where the editor is applied and how to use its tools to facilitate the creation and editing of information. Features that use th

[Enterprise] New panel rules and ticket views

In this article, learn about updates to rules and flows in the Ticket Panel, including changes to the export process and view settings in Kanban and Listing modes. Ticket ExportThe ticket export process is now done through Custom Reports. See the change: Access Tickets and select the desired view.Cl

[Enterprise] Setting up and using Webhooks in Support Service

Webhooks enable you to send ticket data to another system automatically when specific conditions are met. This approach is often simpler than a two-way API setup, as the receiving system does not need to initiate an API request to get the data from Support Service. If you’re new to triggers, we stro

[Enterprise] Brazil's General Data Protection Law (LGPD)

Below are the definitions according to Article 5 of Brazil's General Data Protection Law (Lei Geral de Proteção de Dados - LGPD): I - Personal data: Information related to an identified or identifiable natural person. II - Sensitive personal data: Personal data concerning racial or ethnic origin, re

[Enterprise] Chat Management: Monitoring and Metrics

Through the Chats screen, it is possible to track ongoing or queued conversations, as well as monitor overall metrics of completed service requests. How to Configure Access to ChatFor a user to have access to the screen, they need to be added as an Administrator in the chat group. Follow the ste

[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

[Enterprise] Workflow Settings

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

[Enterprise] Tickets API

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

[Enterprise] Approval Rules Configuration

The Approval Rules allow defining criteria for tickets to be processed only after approval by one or more individuals, which can be a specific collaborator, someone with a certain role, or the requester’s superior. ⚠️Attention: Feature available only for Operator and Admin profiles. Configure A

[Enterprise] Telephony: Groups and Parameters

The Telephony feature allows turning calls into new tickets or linking them to existing tickets. To configure, simply register a telephony group and define the available parameters. When a new call is routed to an agent in the group, the system will automatically open a “Phone Call” tab displaying a

[Enterprise] Panels and Visualizations: Customize Views

Customizing ticket views is an essential feature for better organizing and tracking workflow. You can choose between two types of views: the Kanban format and the list format. Use Case ExampleImagine you are responsible for customer support and need to closely monitor all open, pending, and resolve

[Enterprise] Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp

The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps. This article guides you on configuring channels to optimize the customer experience and support efficiency, ex

[Enterprise] Time Tracking: Activities, Unit of measure, Type of hour and expense

In Time Tracking, configure the time tracking for each activity in the system. This feature allows tracking the hours worked on each ticket, facilitating time management and optimizing the accuracy of productivity reports in Zenvia Customer Cloud. ⚠️Attention: Feature available only for Operator and

[Enterprise] Additional Fields Settings and Display Rules

This article guides how to configure Additional Fields and Display Rules in Zenvia Customer Cloud to optimize customer support and request management. ⚠️Attention: Functionality available only for Operator and Admin profiles. Additional Fields SettingsTo configure the features, go to: Support > Sett

[Enterprise] Automation: Triggers, Webhook, and Macros

The Automation settings allow automating repetitive tasks and customizing workflows through rules that trigger automatic actions, such as assigning tickets, updating fields, or sending notifications. This increases productivity and efficiency in support service. ⚠️Attention: Feature available only f

[Enterprise] People Configuration: Teams and Access Profiles

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

[Enterprise] Account Settings: Company, Parameters, and LGPD

In the Account settings of the Enterprise Support Service module of Zenvia Customer Cloud, you can find important information about your company, options to customize system parameters, and privacy policies to comply with the General Data Protection Law (LGPD). ⚠️Attention: Feature available only fo

[Enterprise] Knowledge Base Settings

The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers. It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi

[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

[Enterprise] Classification: Services, Emergencies, Categories, Status, Justifications, and Tags

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

[Enterprise] Tickets: What They Are, How to Create, Clone, Merge, and Delete

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

[Enterprise] Reports: How to obtain information about the service structure

In this article, learn how to access, configure, and export reports to optimize data analysis and obtain detailed information about your service structure in tickets, customer experience, contracts, and values, as well as auditing and control features on the platform. How Reports WorkBefore starting

[Enterprise] Indicators: How to use and configure dashboards and filters

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

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

02. User access profiles in Zenvia Customer Cloud

Manage the users added in Zenvia Customer Cloud and define which software features each can access. ⚠️ Attention: Only users with the Admin profile can grant access permissions and have access to all account functionalities. Restricted profiles: Viewer, Agent, and Operator have specific access perm

01. Add and manage organization users

Users are people who will effectively access and use Zenvia Customer Cloud. They can be assigned to service groups as needed. ⚠️ Attention: Only users with the Admin profile can create and manage organization users. Types of user profilesEach user must be linked to a profile that defines their acces

02. Send SMS messages in Zenvia Customer Cloud

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

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

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

How to create custom distribution rules

Zenvia Conversion Radar allows you to completely customize the way you would like to receive contacts from each channel. To do this, you will need to create a new distribution rule. 1. Go to Apps > select the desired channel 2. Go to "Distribution rules" and click "Create new." 3. A window will ope

03. Adding contacts manually in Zenvia Customer Cloud

See how to manually add contacts to your Zenvia Customer Cloud contact base. Who can add contacts?Admin and Operators Users with the Admin profiles can manually add contacts through the following paths: Contact database: In the left sidebar menu, click Contacts > Contact database > Add contacts > Ad

16. How to add or edit contact information

Understand the different ways to add contacts to your database and explore editing options, including basic information, companies, departments, and customizations with extra fields. This ensures your database is organized and up-to-date. Agents can only add contacts through the Commercial Service.

01. Zenvia Customer Cloud for Devs (APIs)

Start your journey with Zenvia Customer Cloud integrations for Devs (APIs)Get resources, information and tutorials to start using our APIs.Test in Sandbox Connect Sandbox traffic is not charged, but to use this feature, an active plan is required. Zenvia Customer Cloud is a web software solution th

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

02. RFV

RFV stands for Recency, Frequency, and Value. It is a methodology widely used in marketing and customer analysis to segment and prioritize audiences based on their purchasing behavior. The central idea is to identify a company’s most valuable customers, helping direct personalized strategies to incr

02. Conditions for execution expert agent

After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially the rules we set to determine whether a contact will be impacted by an automation. ⚠️ Attention:This fea

01. Success monitor

This feature allows you to monitor the purchasing behavior of your contact base registered in Zenvia Customer Cloud, helping to evaluate the effectiveness of applied strategies and identify necessary actions. The Success monitor serves as a tool for analyzing and tracking data based on your register

03. Configuration and functioning of contact assignment in Zenvia Customer Cloud

The contact assignment defines how new contacts will be distributed among commercial support groups. With this configuration, users from a specific group receive notifications when new contacts arrive at the Support Inbox, speeding up the response and ensuring that each contact is attended to by the

01. Contacts Base

The Contact Base centralizes all your customer and lead data in one place, making it easy to access and manage in a unified way. In this article, see how to use the main features to add, customize, and filter contacts. Contact base featuresWith the Contact Base, you can: Add contacts: Import contac

09. How to configure the inactivity time of a flow chatbot

Determine the period during which the chatbot will wait for user interaction before performing a predefined action, such as ending the conversation or redirecting to another flow, using the inactivity time feature. In this article, you’ll learn how to enable and configure this functionality and int

Status Settings

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur

Tags Configuration

Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version. ⚠️ Attention: Functionality available only for Operator and Admin profiles. How It Works To use this functionality, go to Support Service >

Categories Settings

Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Service Request, and Suggestion. For example, a customer submits a suggestion for the Bank, proposing an adv

Priorities Settings

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 categories and can be adjusted according to your business needs. Create new priorities or use the default opti

Service Settings

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 Zenvia Customer Cloud. For example, your company is a real estate agent and decides to offer a new type of pro

SLA Contracts Configuration

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 agreements related to the ticket completion time to manage the support operation. It also complies with commercia

Trigger Settings

Triggers are a feature that automatically executes actions when specific conditions are met in a ticket. These conditions can be triggered by user interactions or temporal factors, such as deadline expirations. Triggers are essential for automating routines and improving the quality of your support

Justifications Settings

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. Normally, the justification is associated with the On Hold status, which requires detailing the reason why the t

Data classification in creating additional fields

The additional fields allow for the customization of the ticket system with detailed information, but it is essential to correctly classify the requested data in compliance with the General Data Protection Law (LGPD). This classification ensures that the data is handled properly. In this article, yo

04. Actions in expert agent

This is the fourth and final step of creating the expert agent, where you can select the successful action Message Sending. ⚠️ Attention:This feature is available for users with the Administrator/Operator profile. To access this feature, go to Zenvia Customer Cloud > Expert agent > Create new expert

01. 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

02. Contact profile in Zenvia Customer Cloud

Your communications achieve better results when you know your audience better. In Zenvia Customer Cloud, you can consult all the information and events related to each customer directly in the contact's profile. ⚠️ Attention: Users with the Agent profile can only view contact data. Only users with t

06. Contact Segmentation Rules in Zenvia Customer Cloud

Segmentation allows you to create filters to group contacts based on specific criteria. Segmentation rules apply these filters and return only the contacts that meet the criteria defined in the rule. This way, you can focus on communication and campaigns targeted at specific groups of customers. To

Questions about plans, contracts and cancellation in Zenvia Customer Cloud

Get answers to your questions about software plans and channels, additional costs, invoices, and cancellations from Zenvia Customer Cloud. What channels are available in the plans?There are seven channels available in a single package, each with its respective unit prices. You have the flexibility t

Sentiment analysis in Zenvia Customer Cloud: What it is and how it works?

Learn how this feature uses Artificial Intelligence to evaluate interactions, where to access it in Zenvia Customer Cloud, and how to interpret the results. 1. What is sentiment analysis?Sentiment analysis is a feature that uses Artificial Intelligence to evaluate the content of interactions with yo

05. How to recover contact engagement with "We miss you" automation

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 strengthen relationships with your customer base. Requirements and OperationTo use this automation, it is

03. Configure expert agent timer

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. 💡 Tip: The operation rules of the Expert agent will depend on the settings you define in the timer. To acc

Set the default email for support service actions

The default email is the email account automatically used for sending transactional messages in the Zenvia Customer Cloud Serve journey. This means that any email triggered by system triggers during support service will be sent from the email configured as default. Usage exampleIf a ticket has trigg

Additional fields for tickets

Additional fields allow you to collect more detailed information during ticket registration, offering flexibility to customize the system according to your business needs. Who can configure additional fields?The configuration of additional fields can only be performed by users with Agent, Operator,

06. Expert agent usage statistics

This feature displays the data for each expert agent. Here, you can view, analyze, and export the data for each expert agent. This information supports decision-making and planning the next steps regarding expert agent and the impacted contacts (customers). Usage statistics will be available in expe

01. Create Qualification chatbot

Improve customer service efficiency by automatically routing each request to the most suitable department or agent by creating an Qualification chatbot. ⚠️ Attention: Only users with Administrator profile can Create/Edit an Qualification chatbot. Usage ExampleImagine your company receives a large nu

05. Automatic messages Settings

Automatic messages are predefined texts that help ensure your customers receive a response while waiting for support service from an agent or in case all agents are offline, for example. ⚠️ Attention: This feature is only available for configuration by Operator and Admin profiles. How it worksTo use

06. Send and receive RCS messages in Sales

Send and receive RCS messages directly in Sales and provide an integrated and smooth service experience. ⚠️ Attention: This feature is available for users with the Agent, Operator, and Admin profiles. How RCS works in Sales RCS Message Overflow: RCS messages sent through mass blasts or by Chatbots

10. Request contact export in Zenvia Customer Cloud

In Zenvia Customer Cloud, you can request an export of contacts to facilitate data analysis and tracking. To get started, go to Contacts > Contact Base > My Contact Exports. Export to CSV File ⚠️ Attention: This feature is available only for users with Operator or Admin profiles and for all plans.

01. General settings of sales in Zenvia Customer Cloud

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 Service Queues of the groups you set up. In this article, you will learn: How to define your team’s working h

01. Analytics of Chatbots in Zenvia Customer Cloud

The Chatbot Analytics module provides a dedicated area for tracking chatbot metrics. With it, you can access predefined metrics without manually creating them from scratch. This allows you to monitor and analyze your bot's performance, including customer engagement and satisfaction. For instance, yo

03. How to change my plan

Change your plan directly in the Zenvia Customer Cloud. You can easily and quickly change your subscription by following the steps below. ⚠️ Attention: The plan change can only be made by users with the Admin profile. Step-by-step guide to change your plan Log in to your Zenvia Customer Cloud accou

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:

12. Content Filter

The objective of the Content Filter feature is to allow the Zenvia Chat Administrator to block the sending and/or receiving of offensive words and files, in order to maintain security and respect in communication with customers. This content filter is important because it helps protect your customer

01. Creating an automated communication flow in Zenvia Customer Cloud

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 action that will be executed when a specific event or actions occur. ⚠️ Attention: This feature is avail

04. Customer service structure

Understand how the hierarchical structure of service groups and channel assignment works in Zenvia Customer Cloud. Access the structure To view the structure, follow these steps: Go to Sales > Settings > Customer service teams; Click on Customer service structure. Understand the structure The str

10. Trello integration with Zenvia Customer Cloud

The integration of Trello with Zenvia Customer Cloud allows you to create support tickets directly from your conversations, turning your communication channels into efficient customer service and support centers. With this application, you can: Create tickets directly from conversations on WhatsApp

04. Integration of Salesforce with Zenvia Customer Cloud

Receive and manage Salesforce leads more conveniently in Zenvia Customer Cloud. This integration allows you to send messages and interact with your contacts in one place. ⚠️ Attention: This functionality is available only for users with the profiles of Operator and Admin. Installation To connect Sal

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

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

07. 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

Support Service Settings

Located in the left sidebar menu, Settings is a feature of the Support module in Zenvia Customer Cloud. Here you configure your Support Tickets and Chat for your support team. To use this feature, go to: Support Service > Settings. ⚠️ Attention: Only users with Operator and Admin profiles can perfor

13. Best practices for sending emails

To ensure efficient and secure delivery of your emails, we have outlined some important points and best practices for configuring your email broadcasts in Zenvia Customer Cloud. Authentication DNS Records: Make sure that the DNS record entries are correctly registered when setting up a domain. This

02. Optimize the Customer Journey with the Flow Map

In Zenvia Customer Cloud, the Flow Maps functionality allows understanding and optimizing the customer journey when interacting with the chatbot. It provides valuable insights into how users progress through the conversation flow and highlights the points where drop-offs are most frequent. How the m

13. Company and department database in Zenvia Customer Cloud

Link contacts to companies and departments, and integrate individual information into an organizational structure. With the linking of contacts to companies and departments, it is possible to: Support service: Create queues and specific workflows by company, ensuring support is more aligned with or

02. Sales support group settings in Zenvia Customer Cloud

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 parametersDefine how contacts will be assigned to the groupEnable automated triageConfigure automatic closi