Email is a widely used channel and plays a strategic role in campaign distribution, allowing your company to communicate directly with your target audience in a personalized way. With Zenvia Customer Cloud, you can send mass emails, create and edit message templates—all easily and tailored to the needs and interests of each recipient.

To send an email message in Zenvia Customer Cloud, you need to integrate and configure the email channel and register and set up a sender domain.

Once these steps are complete, go to Message sending and select the Email channel.

The email creation process consists of three steps, as detailed below:

• Create the message
• Configure recipients
• Send the message

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Create the message

1. Message name

Give your message a name that makes it easy to identify.

2. Tags

Select one or more tags to classify your message. You can also create new tags if needed.

3. Sender email

Choose the sender email that will be displayed to recipients. This must be previously registered under Settings > Channels.

If the desired email address is not available, add a new one.

You can also configure a forwarding address for responses. To do so, check the corresponding box and enter the email address that should receive the replies.

4. Message body

Define the content of your message using ready-made templates or preconfigured templates. More details about these options are available in the next sections.

5. Subject

Enter the subject of the email. This is the main information the recipient will see before opening the message, so make it clear and appealing.

6. Attachments

You can add up to 5 files with a total limit of 30 MB.

Same attachment for all recipients:

1. Click Add attachment.
2. Enter the file URL hosted on a public platform (e.g., Google Drive, Dropbox, your own server).

Example: https://example.com/folder/file.pdf

Personalized attachments per recipient:

1. Click Add variable-based attachment.
2. The system will automatically create a variable in the format {{variable_name}}.

3. In the recipient configuration step, upload a spreadsheet (CSV) that matches the email address with the personalized link for each attachment.

4. During the import, map the variable so that the correct link is sent to each contact.

Subject, message body, and attachments can include variables in the format {{variable}}.

Template options and message building

You can build the message body using:

• Email Builder: Use pre-designed content blocks that can be dragged and dropped to visually assemble the message.
• Text and HTML Body: Write your message directly in plain text or paste your own HTML code for full control over formatting and layout.

Ready-to-use templates

You can choose from six available visual templates, which help streamline the creation process. All templates can be customized according to your goal and brand identity.

My templates

These are templates saved under Settings > Message Templates > Email, ready to be reused in other sends.

For these templates to be available, the selected sender email must have templates linked to it.

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Configure recipients

In this step, define the recipients of the messages. You can send messages to contacts from your database, imported from a .csv file, or added manually.

Select from the contact base

To send messages to contacts in your database, you must select a contact list, specific contacts, or segmentation rules already added on the platform. Once done:

1. Click Select from base;
2. Choose the contact list, specific contacts, or segmentation rules and click Add;
3. Once finished, click Continue.

Messages with variables require corresponding values to be registered in each contact's profile.

This means that for each contact receiving the message, the variable must have a value assigned in the contact's record—otherwise, the message may fail or the variable will appear blank. Learn more at How to use variables when sending messages.

Import contact file

To send messages to contacts imported from a .csv file, you must upload a properly formatted .csv file.

The file must meet the following requirements:

• Be in .csv format and UTF-8 encoding;
• Include email addresses in the first column (Column A) of the spreadsheet;
• The first row must contain the header. Enter the names of the variables used in your message and use commas (,) or semicolons (;) to separate each field;
• Include one email address per row in the file;
• Be up to 120 MB in size.

With the file properly configured:

1. Click Upload .csv file;
2. Drag and drop the file or click Select file;
3. The next step is to map the variable fields to their corresponding values, i.e., what each column represents;
   • If you want to review the file to ensure it's ready, enable the option Analyze .csv file;
4. Once finished, click Continue.

Add contacts manually

To send messages to manually added contacts, you must enter their email addresses separated by semicolons (;). To do so:

1. Click on Add contacts;
2. Enter email addresses in the format [email protected];
3. Click on Add to complete the action;
4. Once finished, click on Continue.

The limit is 400 email addresses. For more than that, you must use file import.

This option is not available for messages that contain variables, since personalized data cannot be manually associated with added contacts.

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Send the message

After completing the recipient step, review the delivery summary. In this step, you can preview the message, send a test email, and select how to send the message.

Send a test email

Send a test email to see how your message will appear in an inbox before sending it to your customers. Besides allowing you to preview the layout, the test is a chance to review for typos, check the content, and ensure that links and buttons are working properly.

⚠️ Attention: Before sending a test email, please note that:

• This is a paid service. Test emails are charged as regular messages;
• Attachments are not sent with test emails, only in the official send;
• Test emails are not included in the delivery report. This means the sending and recipient actions (clicks, opens) are not tracked.

To send a test email, follow these steps:

1. Click on Send test email;
2. Enter the email address where you want to send the test. To send to multiple emails, separate the addresses with a semicolon (;). For example: [email protected]; [email protected]
3. Once complete, click Send.

Sending method

Next, you need to choose when to send your message. To do this, click Send or schedule.

Select one of the following sending options to complete the process:

• Send now;
• Schedule send;
• Send at the best time.

If you don’t want to send all messages at once, you can split the message into batches.

💡 Tip: To ensure the safe and efficient delivery of your messages, check out these best practices for email sending.

Message queuing

Message queuing is a mechanism used to manage the sending and processing of messages. It occurs when the system places messages in a queue and processes them in the order they arrive.

In general, it is a way for the system to handle overload situations where the number of messages exceeds the system's simultaneous processing capacity. This mechanism helps maintain order and consistency in message delivery.

How it works

• Message Queue: Messages are organized in a queue, waiting to be processed.
• Ordered processing: Messages are processed sequentially, in the order they were received.
• Capacity adjustments: During periods of high demand, the system may temporarily adjust its capacity to process the queued messages faster.

What to do during queuing

During queuing, there may be a slight delay in message processing. In this case, we ask that you wait a little longer until all messages are sent. The process continues in order, and messages will be delivered as soon as possible.

You're all set! Now you know how to create and configure an email send in Zenvia Customer Cloud.