Important: Before proceeding with the instructions, confirm that this feature is available for your access profile.
WebChat is a service channel that allows website visitors to start a conversation with your team directly from the company's website, without the need to provide a phone number, email address, or complete a previous registration.
In Zenvia Customer Cloud, WebChat has been adapted to work within the Customer Service module, allowing teams to continue assisting website visitors in a simple and uninterrupted way.
Benefits:
No registration required: Visitors can start a conversation immediately without providing personal information.
Faster first contact: Reduces barriers for customers and potential customers to contact your company.
Operational continuity: Customers using WebChat can migrate to NCA without losing the ability to communicate through the channel.
Unified experience: WebChat conversations are managed within the same platform used for other channels.
Monitoring and reports: WebChat conversations are also included in operational analytics and performance indicators.
To use the WebChat channel, it must be enabled. To do this, go to Zenvia Customer Cloud > Settings > Channels > WebChat. After enabling it, and if this feature is available for your profile, follow the steps below.
How does WebChat work?
When a visitor starts a conversation through the WebChat widget on your website, the system creates a temporary service session.
Unlike other channels, such as WhatsApp or Instagram, WebChat does not have a permanent customer identification. Therefore:
Each new conversation is considered a new session;
The visitor does not need to be registered in the Contact Manager;
The history of one session is not automatically associated with future visits from the same user.
To make identification easier, the system displays the name: WebChat Visitor.
This name appears in all areas of the platform where the conversation can be viewed.
How to access WebChat conversations?
Conversations started through WebChat are available in the same places where other channels are managed.
You can find them in Zenvia Customer Cloud > Customer Service:
Service Inbox: to receive and reply to messages.
Operations Monitor: to track the operation in real time.
To identify a WebChat conversation:
Access your service queue.
Look for the WebChat channel icon.
Locate the conversation identified as WebChat Visitor.
Open the conversation and handle it normally.
How to use WebChat on a daily basis?
The service flow is similar to other channels:
Receive a new conversation
Whenever a visitor starts a conversation through the website, a new conversation is created in the service queue.
Assist the visitor
The agent can:
Send messages;
Answer questions;
Share information;
Conduct the conversation normally until it is completed.
End the conversation
After the service is completed, the session can be closed according to the rules configured in the operation. If the visitor returns to the website later and starts a new conversation, a new service session will be created.