Check out the latest updates from Zenvia Customer Cloud, developed to make our customers’ operations even more agile, intelligent, and integrated.

Chatbot

New pre-built chatbot templates

We’ve expanded the list of pre-configured templates to speed up chatbot creation. The Automated Triage template is now also available, making it easier to get operations started and reducing setup time.

👉 Learn how to use the available chatbot templates.

Transfer between different chatbot types

It is now possible to transfer conversations between Generative AI and Flow chatbots in different combinations:

• Generative AI → Generative AI;

• Flow → Generative AI;

• Generative AI → Flow.

This enhancement provides more freedom to create complete and flexible customer journeys, without technical limitations.

👉 See how to configure chatbot transfers.

New flow control with Context Variables

The chatbot builder now includes a new type of variable: Context Variable, in addition to the existing Contact Variable.

With it, you can:

• Control the conversation flow;

• Store temporary system information;

• Avoid impacting contact data.

👉 Learn how to create and use Context Variables.

Commercial Service

Routing conversations based on customer assignment

Commercial Service now includes a new customer assignment component. The system automatically checks whether the customer is assigned to a salesperson and respects the configured distribution rules.

👉 Learn how customer assignment works in the chatbot.

Support Service

WhatsApp recontact directly from the ticket

You can now resume WhatsApp conversations directly from the ticket, even after the standard 24-hour window has ended, keeping the service flow active.

👉 See the step-by-step guide to resume WhatsApp conversations from a ticket.

AI Assistant for support agents

The AI Assistant is now available during support interactions, helping agents in real time to:

• Create responses;
• Adjust message tone;
• Expand or summarize content;
• Refine text before sending.

👉 Learn how to use the AI Assistant during support.

More control in the Service Inbox

It is now possible to control audio playback speed in the Support Service Inbox, allowing faster listening to voice messages without losing important information.

📢 And there’s more: WhatsApp conversations now display a visual indicator showing the remaining time of the 24-hour window, so your team knows exactly how long they can send free-form messages before message templates are required.

👉 Explore the new features in the Service Inbox.

Ticket mentions for real-time collaboration

You can now mention collaborators using @name inside tickets. The mentioned person receives a notification, starts following the request, and can interact directly on the case.

👉 Learn how to use mentions in tickets.

Analytics

New WhatsApp Call Report

The Call Report provides a consolidated view of calls made and received via WhatsApp, making it easier to monitor and analyze operations.

👉 Learn how to access the Call Report.

These are some of the new features already available on the platform. Zenvia Customer Cloud continues to evolve to support the transformation of our customers’ operations.

Stay tuned for upcoming updates! 🚀