One of the ways to bring new leads into the commercial service of Zenvia Customer Cloud is through sending emails with contact information. This feature allows the automation of contact creation from forms, landing pages, paid media platforms, or external providers, centralizing and organizing the inbound flow into the contact base.
When configuring an email integration, a unique address will be generated and should be used as the destination in forms or tools that send the leads. Every email received in this inbox is processed by Zenvia Customer Cloud, which extracts the data and creates a new lead.
Received emails are stored for up to 1 year from the receipt date.
There are three accepted email formats:
1. Emails from integrated platforms
Zenvia Customer Cloud connects and automatically processes emails sent by various well-known lead generation platforms (such as marketplaces, portals, and paid media tools).
➡ See which platforms are already compatible
2. Emails in the standard format (recommended)
Emails in the standard format are processed directly and quickly, with no integration issues.
We recommend using this format as it ensures efficient communication between the company and the platform, allowing all customer information to be correctly extracted.
Additionally, emails in this format take priority in resolving any possible errors, which helps reduce response time. Therefore, we always suggest using this method whenever possible.
➡ See the definition and characteristics of the standard format
3. Custom emails
Zenvia Customer Cloud's commercial service can receive leads via email, automatically processing messages sent by web platforms.
Whenever possible, use Zenvia's standard email format, which offers more stable and faster integration.
If adapting the emails to the standard format is not feasible, you can configure a parser to process custom emails. However, this method requires technical analysis and may fail if the email content changes, resulting in incomplete data or leads not being created.
To request this configuration, please contact support.
How to create email integration
You can generate a unique email address in Sales > Integrations:
- Click on "+ " to add a new integration.
- Choose the integration source:
- If the platform you want to integrate is available among the native integrations for lead entry, select it directly.
- If it is not listed, you can opt to create an integration via incoming email by choosing one of the options in Lead Source via Email.
- A unique email will be created in the format:
[account name]-[last digits of ID]-[two words]@leads.zenvia.com
Example: customer-success-zenvia-ex-onboarding-67de55-despair-pear@leads.zenvia.com
Possible errors and how to resolve them:
- No contact is being created, even with the email sent:
- Check if the email content is in one of the compatible formats: Zenvia's standard or custom.
- Confirm if the email is being sent to the correct integration address.
- The email format is correct, but leads are still not entering: Check if the integration has been assigned to a group with at least one user available to receive new leads.
- The address was created but is not receiving the expected leads: Make sure that this email address has been correctly registered in the forms or the platform that should send the leads.
The standard email format aims to simplify the connection of the application with other systems, allowing you to work with a very easy-to-build email type.
Remember that, in commercial service, Zenvia Customer Cloud prioritizes the resolution of errors occurring in this format, so we recommend using it whenever possible.
To check if the email format to be sent is correct, you can test the email sending: [email protected]
Next, we will explain how the emails should be sent to this address.
Email subject
Should be one of the following:
- Zenvia - Email Estándar
- Zenvia - Standard Email
- Zenvia - Email Padrão
Make sure the subject does not include "FWD" if you are forwarding the email.
Email body
The body of the email should not include HTML. It must be plain text and needs to comply with the following 3 requirements:
- The content of the email should contain only text and must be structured in a "field: value" format.
- Each field should be separated by a line break.
- The names of the fields should match the fields in the following tables.
FIELD | OBLIGATORY | DESCRIPTION | EXAMPLE |
Full Name | YES (If there are no First Name and Last Name fields) | Represents the lead's name or surname | Full Name: John Towers |
First Name | YES | Represents the lead's name | First Name: John |
Last Name | YES | Represents the lead's surname | Last Name: Towers |
YES (If there is no phone number) | Represents lead's email. Expected to be valid and correct email | Email: [email protected] | |
Phone Number | YES | Represents phone number of the lead | Telephone: +5591132302023 |
Source | YES | Shows lead's source | Source: Web |
Industry | YES | Indicate which industry the lead belongs to. The accepted values are:
| Industry: Car |
Mails of the type [email protected] or [email protected], among other fictitious ones, cannot be taken. Here you will see a list of emails that will not be considered.
Optional fields for all email types
Next, several optional fields are specified that can be included (not obligatory) in emails:
FIELD | OBLIGATORY | DESCRIPTION | EXAMPLE |
Campaign | NO | Marketing campaign name | Campaign: HotSale |
UTM_Medium | NO | Identifies what type of link or media was used to get the lead | UTM_Medium: email |
Comment | NO | Comment or message which lead left | Comment: I want to know what are the different prices |
Category | NO | The lead category. The only valid values are: "New" or "Used" | Category: New |
Shop | NO | Name of the store that should receive the lead. Using this field, the same values must be respected in all emails | Shop: Branch123 |
Country | NO | Lead Country | Country: United States |
Region / State / Province | NO | Lead Region, State or Province. Only one of the fields must be used | State: New Jersey |
City / County | NO | Lead City or County. Only one of the fields must be used | City: Detroit |
Zip Code | NO | Lead Postal Code | Zip Code: 14323-778 |
Non-Standard Optional Fields
If you'd like to add other non-standard fields not covered in the section above, you can add them to the Comments fields, separated by | and replacing : with > or ->
For example, if you want to add the fields: Health Plan and Age
The comments field should be formatted as follows:
Comments: I want to find out about the price of treatment | Health Plan -> Health Premium | Age -> 28
Extra Optional Fields by Industry
Below we illustrate several optional fields that you can add to an email according to the industry of each lead. The possible industries are:
- Car
- Retail
- savingPlan (Savings Plans)
- insurance
- realEstate
Car
FIELD | OBLIGATORY | DESCRIPTION | EXAMPLE |
Brand | NO | Product Brand | Brand: Ford |
Model | NO | Product Model | Model: Mustang |
Version | NO | Product Version | Version: Ghia |
Mileage | NO | Mileage | Mileage: 10000 |
Car License | NO | Car License Plate | Car License Number: ABC123 |
Retail
FIELD | OBLIGATORY | DESCRIPTION | EXAMPLE |
Brand | NO | Product Brand | Brand: Sony |
Model | NO | Product Model | Model: Xperia |
Details | NO | Product Details | Details: 16GB ROM, 2GB RAM |
SKU | NO | Product ID | SKU: 0-399923-4 |
Price | NO | Product Price | Price: $250 |
Currency | NO | Currency in which price was published | Currency: US$ |
Savings Plan
FIELD | OBLIGATORY | DESCRIPTION | EXAMPLE |
Advance payment | NO | Initial money I owe for acess to funding plan | Advance payment: $50.000 |
Dues | NO | Plan Portions | Portions: $2.500 |
Financing | NO | Financing | Financing: 12 months |
the real estate industry doesn't require specialized fields.
Examples of emails in Standard Format
Here are some examples of how to use Zenvia Customer Cloud's standart format. Here, you'll see multiple examples of sending e-mail with Mollusco® Format are presented, with successful and unsuccessful cases.
Successful Cases
Successful Case 1: e-mail with required and optional information (for the auto industry)
E-mail sent
- Subject: Zenvia - Standard Email
- Body
First Name: Pedro
Last Name: García
E-mail: [email protected]
Phone: +54 9 11 5123 4567
Source: Website
Industry: car
UTM_Campaign: CyberMonday 2017
Comments: I'd like more information about financing for this car.
Category: New
Company: Northern Automobiles
Store: Liberty Avenue Branch
ZipCode: 1425
Make: Chevrolet
Model: Cruze
Version: LTZ Diesel
Successful Case 2: email with required information only
Email Sent
- Subject: Zenvia - Standard Email
- Body
First Name: Pedro
Last Name: García
E-mail: [email protected]
Phone: +54 9 11 5123 4567
Source: Website
Industry: car
Failed Cases
Below, we present some examples of errors that may occur in the case of a failed e-mail.
Failed Case 1: Incorrect subject/ no phone number and/or email/ no first and/or last name
Email Sent
- Subject: Test email
- Body
Source: Website
Industry: car
Campaign: CyberMonday 2017
Comments: I'd like more information about financing for this ecar
Category: New
Company: Northern Automobiles
Store: Liberty Avenue Branch
Postal Code: 1425
Make: Chevrolet
Model: Cruze
Version: LTZ Diesel
Failed Case 2: No name
E-mail Sent
- Subject: Zenvia - Standard Email
- Body
E-mail: [email protected]
Telephone: +54 9 11 5123 4567
Source: Website
Industry: car
Campaign: CyberMonday 2017
Comments: I'd like more information about financing for this car
Category: New
Company: Northern Automobiles
Store: Liberty Avenue Branch
Postal Code: 1425
Make: Chevrolet
Model: Cruze
Version: LTZ Diesel
Failed Case 3: No phone number or email
E-mail Sent
- Subjet: Zenvia - Standard Email
- Body:
Firstname: Pedro
Source: Website
Industry: car
Campaign: CyberMonday 2017
Comments: I'd like more information about this car
Category: New
Company: Northern Automobiles
Store: Liberty Avenue Branch
Postal Code: 1425
Make: Chevrolet
Model: Cruze
Version: LTZ Diesel
If you have questions about this article or cannot find a solution to your problem, remember that you can contact our Support Team.
Here are the compatible platforms:
- International: Unbounce, DeMotors, Zapier, Instapage, CRM Box, Google Ads
- Chile: Amotor
- Argentina: OLX, DeMotores, DeAutos, Nulit, Eurofull
- Mexico: OLX, Reweb, Seminovos, Autocosmos, Thundeer
- Brazil: OLX, iCarros, Jornal dos Carros, CarClick, BrDealer, Autoline, Meucarro