Overview

Zoe is Zenvia’s virtual assistant that helps you answer questions, request support, and manage your plan quickly and securely. For Zenvia Customer Cloud customers, support is provided the logged-in environment, ensuring more security and personalization. If you access Zoe through the Zenvia website, you can ask questions or be directed to other support teams according to your needs.

How to start your support

1. Accessing Zoe on the website
You can find Zoe:

• On the Zenvia website – “Contact us”.

2. Choose what you need
When starting the conversation, select one option:

• Ask a question.
• Request support.
• Manage plan.
• Talk to sales.

Ask a question

If you choose Ask a question:

• Select Zenvia Customer Cloud.
• Zoe will respond instantly using artificial intelligence.

Request support

If you need technical or financial support:

Zoe will guide you to access the Zenvia App.

1. Log in to the Zenvia App

• Your account is automatically recognized.
• No need to fill in additional fields.

2. Choose the type of support

Financial support
You can:

• Issue a copy of invoices and open bills.
• Check invoices from the last 6 months.
• Open a ticket for:
  • Incorrect charges.
  • Other financial issues.

Product support
Choose the topic:

• Message sending.
• Customer service.
• Support service.
• Settings (APIs, channels, etc.).
• Chatbots.

If you use legacy products

You will see specific options for:

• Financial support (ticket per product).
• Product support (ticket or chat with an analyst).

Manage your plan

If you choose Manage plan:

• You will be redirected to the Zenvia App.

After logging in, you can:

• Upgrade your plan.
• Downgrade your plan.
• Cancel your plan.

Talk to sales

If you want to buy or learn more about a product:
Zoe will direct you to the sales team.

What has changed?

Now you:

• Don’t need to fill out repeated forms.
• Get faster and more direct support.
• Have more security (logged-in environment).
• Receive personalized support based on your account.