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04. Errors in broadcast message sending on Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports. To understand the reaso

06. Scheduled test drives Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Scheduled test drives Analysis is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on requests for demonstrations of your product. If your company is a dealership,

04. Quotes Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.Track your Quotes in the Analytics module of Zenvia Customer Cloud. In this panel, you'll have visibility into profits and quotes pending, rejected, and converted into sales. How to analyze Quote

02. 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

03. 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

01. 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

Analysis of Tickets Attended

Important: Before following the instructions, make sure the feature is available for your access profile.TheTickets Attended report in Zenvia Customer Cloud shows all tickets attended by the Support Service teams. Use it to analyze the performance of your agents and the quality of service provided.

02. 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

05. Scheduled visits Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Scheduled Visits is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on the quantity of scheduled and received physical visits in your company. The metrics are de

08. Mercado Pago Analytics

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

03. Closing reasons Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.Closing reasons is a feature of the Analytics module in Zenvia Customer Cloud that allows for a better understanding of the reasons behind the closure of chats by Agents users. You can filter dat

07. 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

02. 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

01. 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

01. 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

02. 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

03. Broadcast report in Zenvia Customer Cloud

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

05. 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

01. 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

07. Automation performance report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud automation performance report provides information about a specific automation, including the total number of triggers, messages sent, impacted contacts, and performance rat

01. Exporting a custom message broadcast report

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

06. 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

01. 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

02. 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

01. 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

Integrate the Facebook Messenger channel

Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Messenger allows businesses to communicate with their customers directly through the inbox of their Facebook page. By integrating it with Zenvia Customer Cloud, you centralize service, s

Integrating the Instagram channel into Zenvia Customer Cloud

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

Start a customer service with a WhatsApp Message Template

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates in Zenvia Customer Cloud are used to initiate or reestablish a conversation in the Customer Inbox. These templates, created by you, undergo content validation by Meta, ensuring

03. Sending Message Templates in Support Chat and Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and

07. 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

05. 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

02. Handling and Transferring Support Conversations

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to manage conversations in the support inbox of Zenvia Customer Cloud. Understand the support flow, agent or group transfers, linking conversations to tickets, and the

06. 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.

02. 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

06. 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

01. Support Inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets. In the Support Inbox, you can view conver

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

04. 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

07. 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

04. 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

How to use variables for broadcast messages

Important: Before following the instructions, make sure the feature is available for your access profile.Variables allow you to personalize information at the time of sending the message, making it specific to each recipient. There are some differences between the sending options you might notice wh

02. 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

Batch broadcast in Message Broadcast in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.For sending Email, RCS, SMS, or WhatsApp messages, it is necessary to choose how these messages are dispatched, and you can choose to send them in specific batches. Batch messaging is a feature t

Schedule broadcast in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When sending communications by email, RCS, SMS, or WhatsApp, you can choose how these messages are delivered. You must choose from the options: Broadcast now;Schedule broadcast;Send at the best

Optimizing message broadcast content with AI

Important: Before following the instructions, make sure the feature is available for your access profile.Use the Smart writer feature of Zenvia Customer Cloud to review the spelling and grammar of your messages to ensure that your broadcasts are of high quality. Why use AI to review message content?

Reengage contact base in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When contacts do not interact with your communications, sending a new message can be a good re-engagement strategy as it helps regain the interest of your audience and improve engagement rates. F

How to tag message broadcasts in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Tags provide the ability to organize and categorize broadcast messages based on criteria such as target audience, subject, or type of action, making it easier to search for specific triggers and

05. Send RCS messages in Zenvia Customer Cloud

RCS (Rich Communication Services) is a channel that offers additional possibilities compared to SMS, including: Creating messages without character limits, featuring cards, carousels, images, audios, videos, and GIFs, making your communications more interactive and engaging. Sending messages with a

Send message at the best time in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The smart broadcast feature aims to increase engagement with your contact base through Zenvia Customer Cloud by sending messages at the most appropriate times, taking into account when your conta

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

Important: Before following the instructions, make sure the feature is available for your access profile.The We Miss You automation is a smart solution for engaging inactive customers. Using artificial intelligence, you can set up personalized messages via SMS or WhatsApp to reactivate contacts and

03. 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

Assigning customer service in WhatsApp broadcasts

Important: Before following the instructions, make sure the feature is available for your access profile.Allow new customer service inquiries initiated by a campaign to be directed to a specific groups or agents. Customer service assignment enables you to manage responses from mass WhatsApp broadcas

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

Activate, pause, and schedule an automation in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When creating an automation, Zenvia Customer Cloud allows you to perform various settings in the flow, including activation, pause, and scheduling of the automation. In this article, we will deta

Transfer contacts for sales chat in automation flows

Important: Before following the instructions, make sure the feature is available for your access profile.Automatically transfer contacts who respond to your campaign to support with a specific agent or team. This way, you will increase the chances of conversion by making the most of each interaction

15. Transfer contacts to customer service in RCS message broadcasts

Send mass RCS messages and maintain the conversation with your customers through human support in Zenvia Customer Cloud. This way, you ensure a continuous and seamless experience for your customers, increasing your chances of sales and conversion. Specifications Supported channel: RCS Rich text - C

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

Service Settings

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

Priorities Settings

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

Categories Settings

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

How to use the communication rules builder

Important: Before following the instructions, make sure the feature is available for your access profile.The communication builder in Zenvia Customer Cloud provides all the necessary tools for any user to create and edit automated flows in a practical and visual manner. This article describes all th

Creating an automated communication flow in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The purpose of the communication flow is to establish triggering rules through a customizable flow, allowing you to reach your target audience autonomously. With it, you can schedule an automatic

01. 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

Send SMS messages in Zenvia Customer Cloud

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

Send emails in Zenvia Customer Cloud

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

Message Broadcast goal: what it is and how to define it in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Selecting a goal for your broadcast means identifying the purpose of your communication. Although this step is not mandatory, choosing a goal helps our team improve the development of Zenvia Cust

Justifications Settings

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

Tags Configuration

Important: Before following the instructions, make sure the feature is available for your access profile.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. How It WorksTo use this functionali

SLA Contracts Configuration

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

05. Usage Limit

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

Trigger Settings

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

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

01. 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

04. Actions in expert agent

Important: Before following the instructions, make sure the feature is available for your access profile.This is the fourth and final step of creating the expert agent, where you can select the successful action Message Sending. To access this feature, go to Zenvia Customer Cloud > Expert agent > Cr

06. Expert agent usage statistics

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

03. Configure expert agent timer

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

02. Conditions for execution expert agent

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

01. Expert agents

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

05. 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

06. 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

04. 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

01. 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

02. 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

03. 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

02. 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

01. Analyze Calls provided by Chatbots

Important: Before following the instructions, make sure the feature is available for your access profile.In the Zenvia Customer Cloud, the Calls (Chatbot inbox) tab is responsible for providing a complete record of the data from the services performed by the created chatbots. For companies looking t

03. 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

02. 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

02. Registration of RCS message templates in Zenvia Customer Cloud

Registering your RCS message templates on Zenvia Customer Cloud is simple and intuitive. Before starting, make sure that the RCS channel is integrated with your account. ⚠️ Attention: This feature is only available to users with Operator or Admin profiles. To manage and create your RCS templates, go

Registration of Email Message Templates in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Email message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template, whic

WhatsApp Message Template Library

Important: Before following the instructions, make sure the feature is available for your access profile.The Template Library is a Zenvia repository with standardized message suggestions for use on WhatsApp. These templates are structured according to Meta’s guidelines, streamlining the creation and

02. 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

Registration of SMS Message Templates in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.SMS message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template that wi

Assigning account interactions

Important: Before following the instructions, make sure the feature is available for your access profile.Assign support channels to a specific agent or a support group. This way, all messages received through these channels will be directed to the responsible person or group. Before assigning, make

How to change my plan

Make the plan change directly in Zenvia Customer Cloud. You can change your subscription easily and quickly by following the steps below. ⚠️ Attention: Plan changes can only be made by users with the Admin profile. Step-by-step to change your planAccess your account in Zenvia Customer Cloud.Go to Se

WhatsApp account settings in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Managing your WhatsApp account ensures that it is configured according to your needs and preferences. After activating the channel, you can: Customize the profile: Change your account’s appearanc

Deactivate or delete a user from the organization in Zenvia Customer Cloud

As an Administrator of the account, you can deactivate or delete users from your organization. Deactivate: The user loses access but can be reactivated at any time without losing data or settings. Delete: Deletion is permanent. If the user needs to be added back, they will have to be registered as

Integrate Mailchimp with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Mailchimp is an email marketing tool that simplifies the creation, sending, and tracking of email campaigns. With the integration, you can export your contacts and create email campaigns using th

My access to Zenvia Customer Cloud is restricted. What should I do?

Important: Before following the instructions, make sure the feature is available for your access profile.Your account may have been temporarily blocked due to non-payment, identification of fraudulent activities, or a request to cancel the contract. ⚠️ Attention: Note that, in blocked accounts, the

Integrate Meta Ads Manager with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Integrate Meta Ads Manager with Zenvia Customer Cloud to expand your marketing strategies. Benefits of IntegrationThe integration can be utilized for: Ads: Transform Instagram posts into ads with