Conversation History
Conversation History allows you to view the conversations handled by your organization's agents. This makes conversation management much easier and faster. On this screen, you can search for conversations by contact and apply filters to find records based on the agent, channel, or desired time perio
Routing
Routing allows you to define which AI agent will be responsible for handling each new conversation, according to rules and criteria configured on the platform. With this feature, you can route conversations to different agents based on specific channels and service conditions. Rules are evaluated in
Session Management
Session Management allows you to view, inspect, and delete conversation sessions from AI agents.
With this feature, you can find sessions using specific filters, such as agent, version, and contact ID, making it easier to identify the conversations you want to view or manage.
To access this feature,
Tools
Tools allow you to connect your AI agents to APIs and external systems, enabling them to retrieve information or perform actions during customer conversations. For example, you can configure a tool to check an order status, verify registration information, or retrieve data from an internal system.
T
Knowledge Base
The Knowledge Base feature allows you to create and configure a Knowledge Base (KB) for an artificial intelligence assistant. In simple terms, it works like a customized "instruction manual" or "external brain" that you provide to your AI agent so it can consult the information before responding to
AI Agents
AI Agents is a generative AI platform that allows any Zenvia customer to create and manage their own AI agents, natively integrated into the Zenvia Customer Cloud ecosystem. An agent does more than just answer questions: it performs tasks and takes actions, retrieves information from the CRM, update
Frequently Asked Questions About AI Agents
1. AI Agent Configuration1. What are AI Agents?
AI Agents are configured on the Zenvia Customer Cloud platform to automate interactions and handle conversations according to the instructions, knowledge, and tools defined by the organization.
2. Where can I access AI Agents?
Go to Zenvia Customer Clo