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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

Contact profile in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.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 co

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 WhatsApp channel activation works in Zenvia Customer Cloudd

Important: Before following the instructions, make sure the feature is available for your access profile.WhatsApp is already part of the Zenvia Customer Cloud channel package. To start using it, you must meet Meta's prerequisites and provide the necessary information and access so that Zenvia's spec

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

Analysis of contact behavior

Important: Before following the instructions, make sure the feature is available for your access profile.The Contact Behavior panel in Zenvia Customer Cloud centralizes metrics related to your contact base and the conversations held with those contacts, regardless of the channel. This feature helps

Creating a Generative AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.With the Generative AI Chatbot, you can implement a personalized conversational experience on your company's website or on channels like WhatsApp Business, without the need to write complex code.

Getting to know the features of the Chatbot List

Important: Before following the instructions, make sure the feature is available for your access profile.In the Chatbots List, you can find all the bots created, organized in a unified way. This list allows filtering the chatbots by type, either by Artificial Intelligence, Qualification or Flows, an

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

File Request: Receiving Multimedia Content

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the File Request feature allows your customer to request a file during the chatbot conversation. For example, if the user needs a document to proceed with the assistance

Create Qualification chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Improve customer service efficiency by automatically routing each request to the most suitable department or agent by creating Automated Triage. Example Use CaseImagine your company receives a la

Link a Channel to the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Keep track of your customers wherever they are. Link your chatbot to conversational channels and automate all your operations. In this article: Link a Channel to the Flows Chatbot Link a Channel

Create, Edit, Duplicate, and Delete Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, you will learn how to create, edit, duplicate, and delete Support Service tickets in Zenvia Customer Cloud. Tickets have customizable Panels and Views. The conditions and columns

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

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

Managing Chatbot Content on the Knowledge

Important: Before following the instructions, make sure the feature is available for your access profile.The Knowledge screen is where you define which content your Generative AI chatbot should consult to answer user questions. On this screen, you can add two types of content: Content for conversati

Automatic Distribution Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Automatic Distribution is a feature that fairly distributes Support Service chats among agents. When a new chat is received, the system checks if distribution is active and if there is an online

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

Channels Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed repo

How to create and configure variables in a chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.In the context of chatbots, variables are elements that store temporary information during interactions with users. This information can include responses provided by users, such as Name, CPF, an

Intelligent response based on the internet in Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Intelligent response based on the internet content is used to generate intelligent messages automatically using Artificial Intelligence (AI). This action is commonly applied in cases where the c

Menu Chatbot Options List

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the input of Options List is a feature that allows chatbots to employ clickable lists as a strategy to make interactions with users more engaging. Options lists consist

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

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

Automatic messages Settings

Important: Before following the instructions, make sure the feature is available for your access profile.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. How it w

SLA Details

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,

API Call in Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the API Call feature allows users to include an API within their chatbot. An Application Programming Interface (API) is a way for one program to interact with another, h

Add transfer skill to the AI chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Transfer ability allows the chatbot to direct users to human service, whether it's sales or technical support. This is useful when the chatbot is unable to resolve the user's request or when

Transferring the service of chatbots from flows to humans

Important: Before following the instructions, make sure the feature is available for your access profile.Learn how to make the chatbot transfer a conversation to a human agent. This transfer is useful when the chatbot can't solve everything on its own. In these cases, it's important that the conver

Building a chatbot with the Construction assistant

Important: Before following the instructions, make sure the feature is available for your access profile.If you prefer a more guided approach to creating a chatbot, the Construction Assistant is the ideal solution. It uses Artificial Intelligence (AI) to automatically create conversation flows, allo

Automatic Closure Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Automatic Closure is a feature in the conversation settings of the Support Service module that automatically closes a chat in cases of customer inactivity for more than 7200 seconds, after the is

Routing the bot conversation to a human agent

Important: Before following the instructions, make sure the feature is available for your access profile.Forwarding a chatbot's service to a human agent ensures that the customer receives the appropriate support, even when the bot is unable to resolve the demand on its own. This functionality acts a

Creating a conversational flow from scratch

Important: Before following the instructions, make sure the feature is available for your access profile.Creating a conversational flow is the process where you configure the chatbot to serve your customers. In this article, you will find a detailed tutorial on how to design the bot’s structure in

Merge Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Merge tickets individually or in bulk from Support Service, adjusting the necessary details to complete the process. The merge combines the information from the selected tickets, from the most re

Add Integration Skill to the AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.This skill allows the chatbot to integrate with an external system to perform a specific action. Some examples of these actions include retrieving user information, checking order statuses, or ge

Business Hours Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat. How It WorksTo use

Send File through the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Send File feature allows the chatbot to send images or documents to users during the conversation. This content is useful for situations like sending a duplicate invoice, product manuals, or

Consult ZIP code in Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the action Consult ZIP code can be used to retrieve details of the zip code entered by the customer. It receives the number entered by the customer during the conversati

Integrate Zoho CRM with Sales support

In this article, learn how to receive and manage Zoho leads in Zenvia Customer Cloud. Activate the Zoho app if you want: A lead to be created in Zoho when it is created in Zenvia Customer Cloud.A lead to be created in Zenvia Customer Cloud when it is created in Zoho.When creating a quote in Zenvia C

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

Internal Message Functionality

Important: Before following the instructions, make sure the feature is available for your access profile.The Internal Message feature aims to provide and facilitate internal communication between the Administrator and the agent. With this functionality, the Administrator can start an internal conver

Transfer Rules Configuration

Important: Before following the instructions, make sure the feature is available for your access profile.Configure the transfer rules for a specific group, defining whether conversations can be transferred between groups or directly between agents. This way, you can manage how transfers occur within

How to create and export a custom ticket report

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

Deploy chatbots on channels and on your website

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

Panels and Views of Support Service

Important: Before following the instructions, make sure the feature is available for your access profile.Panels and Views enable you to efficiently manage and customize the display of support service tickets in Zenvia Customer Cloud. To configure your Panels and ticket views, go to: Support Service

RFV

Important: Before following the instructions, make sure the feature is available for your access profile.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 centra

Response Time (SLA) Analysis

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

Customer support groups Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat. How it worksTo use the feature, go

Monitor Operation: Conversations and Agents

Important: Before following the instructions, make sure the feature is available for your access profile.The Monitor Operation provides administrators with a real-time overview of ongoing Support Service conversations in the Zenvia Customer Cloud. Here, you have access to management information for

Adding Content in the Chatbot Constructor

Important: Before following the instructions, make sure the feature is available for your access profile.Learn about all the possible content you can add to your chatbot's flow. This content allows you to develop your virtual assistant, determining how it should greet users and what actions it shoul

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

Introduction to the 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

Overview of Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Tickets are the main feature of the Zenvia Customer Cloud Support Service module. Here, you centralize all the data and support requests of your support team. Tickets have customizable panels an

Broadcast performance analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Track the performance of your broadcasts in Analytics > Message broadcast > Broadcasts perforamance and have a consolidated view of your campaigns. The tool centralizes all created, scheduled, an

Exporting message broadcast reports in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows you to export a dispatch report so that you can obtain details of a specific delivery, including the delivery status per recipient. This list is exported to a .csv fi

How to Create Blocks and Connect Them

Important: Before following the instructions, make sure the feature is available for your access profile.Welcome to the Chatbot Constructor! Learning how to create blocks and connect them is the first step to a functional and comprehensible conversational flow design. In this article, you will learn

Exporting a custom message broadcast report

Learn how to create and extract custom reports in Zenvia Customer Cloud.

Analytics of Chatbots in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.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 mon

Overview of Automations Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The automation list serves to centralize all the flows that have been created. By creating communication rules, you can define actions for each flow and automate your customers' journey through d

Integrate chatbot into your Website

Important: Before following the instructions, make sure the feature is available for your access profile.Interact with your customers directly on your website. Integrate a web chat with your Chatbot and automate all your operations. Follow the step-by-step instructions to link it. Step 1: Link Web C

Optimize the Customer Journey with the Flow Map

Important: Before following the instructions, make sure the feature is available for your access profile.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 prog

Create and adjust the personality traits

Important: Before following the instructions, make sure the feature is available for your access profile.The Personality traits screen allows you to create and adjust the characteristics of your chatbot. Here, you can define the following aspects to guide its behavior: Purpose: Determine who the cha

Consulting chatbot conversations

Important: Before following the instructions, make sure the feature is available for your access profile.On the Conversations screen, you can view all the interactions carried out by your chatbots. This space allows you to track how the interactions happened, search for specific customer information

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

Add and Manage Content in the Knowledge Bases

Important: Before following the instructions, make sure the feature is available for your access profile.Add content to serve as the knowledge source for your chatbots and turn your information into an automated tool to solve user questions, inquiries, and possible issues. In the Knowledge Bases, yo

Knowing other features of the Constructor

Important: Before following the instructions, make sure the feature is available for your access profile.The Zenvia Customer Cloud Chatbot Constructor offers all the necessary tools for any user to create an efficient and personalized chatbot. Through it, you can develop conversational flows that in

Ads analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Analyze the performance of your broadcasts messages and campaigns created on Meta (Click to WhatsApp) in the Zenvia Customer Cloud Campaigns report. With this report, you can evaluate how many pe

Consumption report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The consumption report provides a detailed view of the usage of the plan contracted by your organization, allowing you to monitor the volume by channel, InteractionZ, and users. Additionally, it

Add Skill to the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Skills screen allows you to specialize a specific action for your chatbot, enhancing the user experience with more detailed responses. To understand its function in practice, suppose you have

How to configure chatbot Destinations

Important: Before following the instructions, make sure the feature is available for your access profile.In Destinations, you decide where the conversation goes depending on the user's responses. The conversation can follow two types of destinations: a specific block or a default block. The settings

Quick replies Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud. How It WorksTo use this feature, go to Support Service > Setting

Support Conversations

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

Ticket Details

Important: Before following the instructions, make sure the feature is available for your access profile.In the Ticket Details section, you can view all the information about support service tickets. Find information on: PrincipalResponsibleStatusAttachmentsMergesHow to View Ticket DetailsTo view th

Add FAQ Skill to the AI chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.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

Building a blank chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The option to create a blank chatbot offers total freedom to define the conversational flow exactly as you want. Starting from scratch, you have full control to determine each step and interactio

How to configure a Satisfaction survey in the flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.A satisfaction survey is a tool for you to discover how happy your customers are with the help they received from your chatbot. With the responses, you will understand what your company can do to

How to use WhatsApp Flows in a Flow based Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Integrate the interactive messaging features offered by WhatsApp from Meta into your flow-based chatbot and provide more dynamic and efficient conversational experiences. WhatsApp Flows is a feat

Customer assignment in the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Customer assignment ensures that a client is always served by the same sales agent responsible for their account. For example, a client in negotiation or part of an active sales portfolio is dire

Setting Up a Chatbot for Click to WhatsApp Campaigns

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

Conditions and usage of InteractionZ

Important: Before following the instructions, make sure the feature is available for your access profile.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 Interactio

How to configure the inactivity time of a flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.When setting up a chatbot, it's possible to define an idle timeout period. This period corresponds to the time the chatbot will wait for user interaction before executing a predefined action, suc

Troubleshooting Data Validation in Zenvia Customer Cloud

When creating a conversation flow for your chatbot in Zenvia Customer Cloud, it's common to set up validations to ensure the information provided by users is correct. This data might include a Social Security Number (SSN), email, phone number, order number, among others. However, sometimes a configu

Zoe in Tickets: Improve Text, Analysis Generated and Ask

Important: Before following the instructions, make sure the feature is available for your access profile.Zoe is Zenvia's native Artificial Intelligence (AI), available for use in various ways within the Zenvia Customer Cloud. In Tickets, it helps to gain insights, reduce response time, and enhance c

Relationships in Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management.

How to use the Open field in a flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Open Field feature allows the chatbot to collect personalized user information. This setting can be used to capture any type of textual input or validate specific data, such as emails and pho

Success monitor

Important: Before following the instructions, make sure the feature is available for your access profile.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 neces

Support Service Settings

Important: Before following the instructions, make sure the feature is available for your access profile.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

What's new in Zenvia Customer Cloud

08/22⚙️ New feature Notification upon reaching limit or pause time We have released the notification feature when reaching the limit or pause time of specialist agent automations. The goal of this improvement is to ensure that users are proactively and automatically notified (with agent pause) whe

Use Cases of Microvix

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be taken using the integration between Microvix, an Enterprise Management System, and Zenvia Customer Cloud. 💡 Tip: Learn more details abo

Use Cases of OMIE

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, you'll find examples of actions that can be carried out using the integration between the OMIE system and Zenvia Customer Cloud. 💡 Tip: To better understand what OMIE is a

Use cases with Tiny

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be performed with the integration of Tiny, a Business Management System, with Zenvia Customer Cloud. 💡 Tip: Learn more details about Tiny

Overview of OMIE

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Omie is an Enterprise Resource Planning system that offers integrated solutions for areas such as finance, sales, and procurement. Integrating it with Zenvia Customer Cloud allows you to ke

Overview of WBuy

Important: Before following the instructions, make sure the feature is available for your access profile.WBuy is an e-commerce platform that helps create and manage online stores, both retail (B2C) and wholesale (B2B). It offers the necessary resources to sell online, such as store creation, product

Integrations available in Zenvia Customer Cloud

Discover the different types of integrations available in Zenvia Customer Cloud. Zenvia Customer Cloud offers native and API-based integrations that connect your operation to external systems such as ERPs, CRMs, and e-commerce or marketing platforms. These integrations allow for automatic data synch

Automations API: How to use and integrate with Zapier in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows you to initiate an automation through an API call on a third-party server or system. In this article, we explain why to use Zenvia Customer Cloud's marketing automati

Sales API in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Sales API in Zenvia Customer Cloud was developed to asynchronously integrate leads into Zenvia Customer Cloud, allowing you to receive a webhook with their results. Learn in this article how

Ticket query API

The Zenvia Customer Cloud Tickets API allows you to access ticket data generated in your operation in an automated way. With it, you can retrieve information about support tickets, such as status, dates, source channel, assigned agent, and other details. In this article, learn the main concepts, how

Operation performance Analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Operation performance is a feature of the Zenvia Customer Cloud Analysis module. Here, you'll find reports on new contacts and conversations held in the Customer Inbox. Filter data by groups and

PayPal Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.For users who have PayPal integration in Zenvia Customer Cloud, this functionality of the Analytics module provides information about the status of generated payment links. These links are sent i

Teams Performance Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Teams Performance Analysis is a feature of the Zenvia Customer Cloud Analytics module. Here you'll find reports on the performance of each user and all their teams. Filter the data by time period