Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met.

These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certain status. With them, you can automate processes, reduce manual tasks, and standardize service operations.

Create a new support specialist agent

1. Go to Expert Agents in the side menu.
2. Navigate to the Support tab.
3. Click on Create new expert agent.
4. Select Support expert agent and click Next.

Filling in the initial fields

• Name: required. Used to identify the agent.
• Description: optional. Helps complement identification.
• Tags: optional. Maximum of 1024 characters per agent and up to 5 tags.

After completing this information, creating the support specialist agent involves two basic steps:

1. Define the conditions that trigger the agent execution.
2. Define the actions the agent will perform when those conditions are met.

Setting conditions

Conditions can be divided into two distinct blocks:

• Combined conditions (AND): All conditions in this block must be true for the agent to be triggered.
• Independent condition (OR): Only one of the conditions needs to be true for the agent to be executed.

If both blocks are used, the agent will only execute when all conditions in the first block are true and at least one condition in the second block is also satisfied.

Learn more about conditions and practical examples in the article Conditions for executing the support specialist agent.

Setting actions

Whenever a ticket undergoes a change, the system checks if there are any support specialist agents with satisfied conditions for that case. If so, the configured actions in those agents are executed automatically.

These actions can be grouped into two main types:

Actions on the ticket
These are actions that directly modify the ticket’s information. The specialist agent can change fields such as type, status, service, urgency, assignee, and others. It is also possible to create a child ticket or manage TAGs (add, set, or remove).

Communication actions
Allow you to send internal or public messages directly within the ticket, as well as emails. Messages can be fully customized — including both the content and the sender used for sending.

Managing Support Specialist Agents

Edit, Copy, or Delete Agents

Zenvia Customer Cloud already has pre-configured automations that can be edited, copied, or deleted—just like manually created agents.

Use the options menu next to each agent to:

• Edit: change the agent's settings.
• Copy: create a copy of the agent for quick adjustments.
• Delete: permanently remove the agent.

Activate and Pause Agents

Activation depends on the number of agents available in your plan. Check the activation limits to learn more.

To activate an agent:

1. Enable the toggle in the Active column.
2. Review the configured conditions and actions.
3. Check the potential impact of executing this agent.
4. Click Activate expert agent to complete.

To pause, simply disable the toggle in the Active column. The agent will be deactivated and stop executing its actions.

Bulk Actions

You can pause, activate, or delete multiple agents at once. To do this:

1. Check the boxes next to the agents you want to manage.
2. Choose the desired action from the top menu.