Category: 7.3 Inbox Customer

This article explains, in more detail, call statuses, indicator calculation rules, and how data export works in the WhatsApp calls report in Zenvia Customer Cloud. It is recommended for users who need to: Analyze data in greater depth. Audit service interactions. Understand why a call was classified

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

This article explains how the Support service journey works for customers who made a purchase on Mercado Libre and start a support interaction. Support service focuses on post-sale interactions, when the buyer has already completed a purchase on Mercado Libre and contacts the seller to resolve a que

In this article, you’ll learn how to recontact a customer via WhatsApp from a ticket, creating a new support conversation that is automatically linked to the original ticket. This feature is available for Agents, Advanced Agents, Operators, and Administrators who use the Support service module in Ze

Important: Before following the instructions, make sure the feature is available for your access profile.The Pending feature allows you to view all support tickets that are in the Pending queue of the Support Inbox. Pending tickets may be those that agents marked as pending, tickets that were transf

Important: You must have WhatsApp enabled to access voice call options (WhatsApp Calling). If you have WhatsApp enabled, these options will automatically be available. Check your plan to see whether this feature is supported.You can now make voice calls during support interactions, allowing companie

WhatsApp Calling allows companies to make and receive voice calls directly through WhatsApp, using verified business numbers integrated with Zenvia Customer Cloud. With this feature, the conversation no longer needs to leave the digital environment: text messages and voice calls become part of the s

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to manage conversations in the support inbox of Zenvia Customer Cloud. Understand the support flow, agent or group transfers, linking conversations to tickets, and the

Important: Before following the instructions, make sure the feature is available for your access profile.The support inbox in Zenvia Customer Cloud is the environment where conversations between agents and customers take place via tickets. In the inbox, you can view conversations organized by status