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 app

The app is available for download on the App Store and Google Play Store.

• Log in using the same credentials as your Zenvia Customer Cloud account.

Features and uses

When you access the app, you will find various features aimed at managing customer interactions.

⚠️ Attention: Only administrators can access analyses in the app. In Overview, metrics such as waiting contacts, new contacts, transfers, and activity summary are available. In Reports, you can view the operation's performance, including response times, interactions, new conversations, and peak activity hours.

a. In Queue

• View the list of interactions waiting for a response.
• Filter interactions by order of arrival: newest or oldest.

b. Conversations

• Manual contact creation.
• Inbox:
  • Manage open and closed interactions.
  • Use a shared inbox for team collaboration.
• Search contacts by name or other details.
• Labels: add or edit labels to organize contacts.
• Closure reasons: log the reason for ending a conversation.
• Reminders: set reminders related to conversations.

Within a conversation:

• Chats: full access to messages.
• Conversation summary.
• Label contacts for easier future searches.
• Transfer conversations to another agent or group.
• End conversation once completed.
• Quick replies: send predefined responses to speed up interactions.
• Add internal notes.
• Create personalized reminders.

Supported message types:

• Text, camera, audio, documents, images, location, video, emojis, and GIFs.

Integrations:

• Quotes, test drives, catalogs, and visits.
  (These integrations must be configured via desktop but can be used within the app).

c. Settings

My Settings

• Working hours: configure your work hours.

Notifications

• Test notifications: check if notifications are working.
• Ringtone: choose a specific ringtone for Zenvia Converter notifications.
• Customize ringtone: set your preferred sound.
• Do Not Disturb: pause notifications during specific hours.

Calls

• Default dialer: choose between mobile or SIP.
• SIP configuration options: enter country and area codes.

Clients

• Close conversation: finalize interactions after completing a sale or service.

Quick Replies

• Manage saved templates: create and edit quick replies to streamline customer service.