06. Automatic Closure Settings
Automatic Closure is a feature in the conversation settings of the Support Service module that automatically closes a chat in cases of customer inactivity for more than 7200 seconds, after the issue is resolved, or when all agents are outside working hours. After that, a ticket or action is generate
01. Customer support groups Settings
Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat.
⚠️ Attention: Functionality available only for Operator and Admin profiles.
How it worksTo use the feature, go to Support Service > Setting
07. Business Hours Settings
Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat.
⚠️ Attention: This feature is only available for Operator and Admin profiles.
How It Works
To use this feature, go to Suppor
05. Automatic messages Settings
Automatic messages are predefined texts that help ensure your customers receive a response while waiting for Support Service from an agent or if all agents are offline.
⚠️ Attention: This feature is available only for Operator and Admin profiles.
How It Works
To use this feature, follow the steps be
04. Quick replies Settings
Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud.
⚠️ Attention: This feature is available to be configured only for Operator and Admin profiles.
How It Works
To use this feature, go to Support Service > Settings > Conve
03. Automatic Distribution Settings
Automatic Distribution is a feature that fairly distributes Support Service chats among agents.
When a new chat is received, the system checks if distribution is active and if there is an online agent with a number of simultaneous chats below the established limit.
If an available agent is found,
02. Transfer Rules Configuration
Configure the Transfer Rules for conversations between Agents and Departments in the Zenvia Customer Cloud Support Service module.
⚠️ Attention: This feature is available only for Operator and Admin profiles.
How It Works
To use this feature, go to Support Service > Settings > Conversation Settings