The inbox is the space where you communicate with your contacts within the Zenvia Customer Cloud.
Through it, it is possible to send text messages, audio, images, videos, documents, location, payment links, and other types of content.
How the inbox works
In the inbox, you view all the information and interactions of your conversations, including message date and time; sender's data; media preview; context of the source message and channel; reply to the answered message.
Starting the conversation
The conversation can start in two ways:
- When the agent starts the service, sending the first message;
- When the contact starts the conversation, spontaneously sending a message on one of the connected channels.
See below how it works in each case:
| Channel | When the agent starts the conversation | When the contact starts the conversation |
|---|---|---|
| It is mandatory to send an approved message template. After the contact responds, message exchange is unrestricted for 24 hours. | The contact can send the first message. The agent can respond freely within the 24h window. After this period, it is only possible to resume with a message template. | |
| Facebook Messenger | Must start with a message template. After the reply, the service continues unrestricted for 24h. | The contact can start the conversation at any time. The company must respond within 2 hours of the last received message. |
| Can start with a common message, without needing a template. | The contact can start freely, and the agent can respond within 24h. |
💡 Tips: Whenever the contact starts the conversation, the service is automatically created and appears in the responsible group's inbox. Message templates are identified with an informative tag in the chat. |
See also:
- Start service with WhatsApp message template
- Start service with Facebook Messenger message template
- Send and receive Instagram messages in commercial service
When does the service end?
The service ends when:
- The contact is transferred to another user;
- The conversation is manually closed; or
- A sale associated with the contact is registered.
Send files, media, or location
You can send images, videos, documents, location, and audio directly in the chat with the contact.
Send image, video, document, or location
- Access the contact's chat.
- Click on the clip icon.
- Choose one of the options:
- Image or video
- Document
- Location
- Select the file (or address, for location) and send.
Send audio
- In the contact's chat, click on the microphone icon.
- Hold down to record your voice message.
- Release the button to automatically send the audio.
Channel specificities:
| Channel | Sending | Receiving | Observations |
|---|---|---|---|
| All media types | All media types | Accepts image, video, audio, document, and location | |
| Facebook Messenger | Image, video, audio, document, and location | Image, video, and audio | Does not receive documents or location |
| Image, video, audio, and location | Image, video, and audio | Does not receive location |
Add internal notes
Notes are comments visible only to users in the same group, used to record internal information about the contact or service.
To add a note:
- Access the contact's chat.
- Click on the actions (+) icon and select Add note.
- Write the message and save.
Use integrated applications
Integration applications allow you to extend the inbox functionalities with external tools.
Each integration offers different features, such as:
- PayPal or Mercado Pago for payments;
- OLX to add products;
- Google Drive to send files with more practicality.
⚙️ Prerequisite:
For the applications to appear and function in the inbox actions, they must be previously integrated in the menu Sales > Integrations.
⚠️ Attention: To configure and learn about all available options, access the article Available Integrations in Zenvia Customer Cloud and open the corresponding documentation for each integration.
