02. Handling and Transferring Support Conversations
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 rules for closing and expired conversations.
⚠️ Attention: Feature available for Agent, Operator, and Adm
03. Sending Message Templates in Support Chat and Tickets
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 protect user experience.
All templates must be approved before being sent to ensure that the messages ar
01. Support Inbox
The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets.
In the Support Inbox, you can view conversations organized by status: Open, In Queue, Pending, and Expired. Use filters to sort conversations by o