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How to organize and manage contacts in a list on Zenvia Customer Cloud

In a contact list in Zenvia Customer Cloud, you can view your customers' information, including mobile phone, name, and email. Additionally, you can add new contacts, edit existing ones, or remove them, organizing your database as needed. ⚠️ Attention: This functionality is available only for users

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

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

Contacts Base API in Zenvia Customer Cloud

Zenvia Customer Cloud also enables the use of the Contacts Base through its API. In this document, we will see the basic concept and show the functionalities provided by the Zenvia Customer Cloud Contacts Base API. What is an API and how to use it The acronym API stands for Application Programming I

How to create and assign labels to contacts in Zenvia Customer Cloud

With labels, it is possible to group and categorize the contacts in your database according to your organization's needs. For example, you can segment customers based on their relationship with the company, such as potential leads, business partners, and/or suppliers. These labels allow you to filt

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.

Invalid contacts

Identify and correct duplicate or incorrect contacts to ensure that your entire Zenvia Customer Cloud database is ready to receive messages.

Sales contact management

The Sales Contact Management panel allows you to manage and view information of the contacts who have gone through commercial interactions in your organization. Here you will find data such as interests, contact origin, responsible agent, and the status of the interaction. ⚠️ Attention: This functio

How to connect ERP transactions in Zenvia Customer Cloud

The connection with the ERP allows synchronization of transactions made with your contacts in Zenvia Customer Cloud, showing data such as date, time, amount, and products purchased in the last transaction. This integration enables campaign segmentation based on your customer's consumption behavior.

Best practices for validating contacts in Zenvia Customer Cloud

Zenvia Customer Cloud offers tools to ensure your messages are sent correctly and that your contact base is always up to date. Below are some recommended practices: Contact Validator: Go to Contacts > Invalid Contacts to use the contact validator and correct possible errors in the registered phone

01. Plans, contracts and payments in Zenvia Customer Cloud

The subscription to a Zenvia Customer Cloud plan must be made on the Zenvia website. It is necessary to combine a Software Plan with a Channel Package. Software PlanThis plan includes Zenvia Customer Cloud features, as well as the number of InteractionZ and users. InteractionZ: These are interaction

Importing contacts from a file to Zenvia Customer Cloud

There are two distinct ways to add contacts in Zenvia Customer Cloud: manually or by importing a file. This article teaches you how to import contacts into lists by sending a file. This way, you can send your entire contact base in a simple and fast way. ⚠️ Attention: This feature is only available

Contact List in Zenvia Customer Cloud

Contact lists allow you to organize and segment contacts efficiently, making it easier to send targeted messages and personalized campaigns. Below, learn how to create, manage, and use lists in Zenvia Customer Cloud. ⚠️ Attention: A contact can belong to multiple lists simultaneously, with no quanti

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.

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

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

11. How to use WhatsApp Flows in a Flow based Chatbot

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 feature that allows the creation of conversational flows within WhatsApp. Some examples include automated res

Sending Messages in the Customer Inbox

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. ⚠️ Attention: This functionality is available for all user profiles. How the Customer Inbox Works In the customer inbox, you

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

Shared Inbox in Zenvia Customer Cloud

The Shared Inbox enables members of the same group to view all conversations held in the Inbox. Messages are visible to everyone, facilitating collaborative work in the Zenvia Customer Cloud. With this option active, it is possible to assign and transfer contacts, track interactions, and other acti

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

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

Start a sale with a Facebook Messenger Template

Message templates in Zenvia Customer Cloud are used in the Customer Inbox to initiate the first contact or re-establish service after the session has ended. You create the templates and they go through content validation by Meta, ensuring compliance with Facebook Messenger's usage rules. After appro

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

Start a customer service with a WhatsApp Message Template

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 their effectiveness. Once approved, they can be used to initiate conversations with your contact base. �

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

04. Errors in broadcast message sending on Zenvia Customer Cloud

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 reasons for these errors, access a specific dispatch in Analytics > Message broadcast > Broadcasts performance

10. What are the technical requirements to use Zenvia Customer Cloud?

To ensure that Zenvia Customer Cloud works correctly and performs well, it's important that your device meets certain minimum requirements. Additionally, factors such as the quality of your internet connection, the number of open tabs, the use of browser extensions, and network stability can also in

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

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

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

02. Transfer Rules Configuration

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 your operation in a customized way. ⚠️ Attention: This feature is only available for Operator and Admin

01. Campaigns analysis in Zenvia Customer Cloud

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 people responded, which ones converted into sales, and the financial return on your investments. In this ar

02. Handling and Transferring Support Conversations

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 rules for closing and expired conversations. ⚠️ Attention: Feature available for Agent, Operator, and Adm

05. Usage Limit

This feature allows customers to limit the consumption of interactionz generated by trigger automations, helping them control costs, better manage interactions with their customers, and avoid unexpected expenses. ⚠️ Attention:This feature is available for Administrator/Operator user profiles.The u

01. All available articles

🌎 By Humanz for Humans: Welcome to the Zenvia Chat Help Center. Our documentation is divided into three categories: Concept and Access: tool concepts and instructions for accessing it; Getting Started: an overview of the tool and its main features; Features and Functions: user manuals for operatin

05. Transferring the service of chatbots from flows to humans

Learn how to configure the transfer of a chatbot flow conversation to a human agent. This process ensures that the customer receives the necessary support, even when the chatbot is unable to resolve the demand on its own. Step-by-step to configure assistance transfer To configure the assistance tran

What's new in Zenvia Customer Cloud

03/13 ⚙️ New feature Usage Limit in Experts agents Enable this option to set the number of interactionz, renewed monthly according to your plan, for the specialist agent. This allows you to control the consumption of interactionz generated through triggers, better manage your interactions with y

02. Email channel

With the email channel, it is possible to receive and respond to emails through Zenvia Chat. Email is a form of electronic communication that allows messages to be sent between people over the internet. It works like a digital letter, where you can write a message, add attachments such as documents

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

[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

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

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

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

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

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