Category: 04. Configurations

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

Automatic Closure is a feature in the Support Service chat settings that automatically closes a conversation. You can create rules to enable automatic closure of chats in cases of client inactivity, after resolving the issue, or when all agents are outside their working hours, for example. ⚠️ Attent

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

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

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,

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

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 works To use the feature, go to Support Service > Settin

Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version. ⚠️ Attention: Functionality available only for Operator and Admin profiles. How It Works To use this functionality, go to Support Service >

A justifications is a classification used alongside the ticket status to explain why the ticket is in that status. Configure it when you need to provide explanations in support services.  Normally, the justification is associated with the On Hold status, which requires detailing the reason why the t

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur