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 approval, the templates are used to start conversations with your contact base.

When you send a message template, you consume an InteractionZ. This allows unlimited message exchanges with that contact during the 24-hour session.

⚠️ Attention: This feature is available for users with Agent, Operator, and Admin profiles. Additionally, the Facebook Messenger channel must be integrated and active in your account.

Starting a New Interaction

To begin an interaction with a contact, follow these steps:

1. Go to Sales > Customer Inbox > You;

2. Select the desired contact or search in the Contact Base. If it's your first interaction, access the contact manager and click on the Start service icon to open the chat with the contact;

3. Click on the Template icon;

4. Choose a Template to start the conversation and then press Enter or click to send the message to the contact.

Done! Message sent.

⚠️ Attention: Currently, it is not possible to send messages with multimedia, headers, and footers.

Reestablishing a Contact

Whenever the session expires, use a message template to reestablish contact:

1. Select the desired contact in the Customer Inbox > You;

2. Click on the Template icon in the contact's chat;

3. Choose a Template to start a conversation and then click to send the message to the contact.

Done! Message sent.