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  5. 7.3 Inbox Customer
02. Handling and Transferring Support Conversations
5 min
Created by Karine Moreira on 8/7/2024 5:51 PM
Updated by Leonora Alves on 3/13/2025 4:18 PM

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 Admin profiles.

Conversation Handling

Availability

  • Available for conversations: The agent can enable or disable their availability for new conversations arriving in the queue.

  • Manual handling: If automatic distribution is disabled, the agent can select a customer and handle conversations manually.

  • Handling with automatic distribution: If automatic distribution is enabled, agents will automatically receive a list of customers to assist.

Transfer Conversations

  • Conversation transfer: By clicking transfer, the agent can select the desired group or agent to whom the conversation will be transferred.
  • Reason for transfer: The agent can optionally describe the reason for the transfer.

End a Conversation

All conversations must be linked to a ticket (new or existing) in order to be closed. 

  • With a linked ticket: When closing a conversation linked to a ticket, the ticket screen will open so the agent can complete the action. The conversation history will be added to the linked ticket as an action.
  • Without a linked ticket: It is not possible to close a conversation without associating it with a ticket. The system will require this association before allowing closure.

How to Link a Conversation to a Ticket

a. Existing Ticket

To link a conversation to an existing ticket:

  1. Access the desired customer's chat;
  2. Click on Tickets ;
  3. Select the Existing Ticket option;
  4. Search for the ticket by its number or content;
  5. Press Link.

💡 Tip: If the customer has already linked the conversation to an existing ticket, the agent can confirm or reject the link and edit the ticket information directly in the chat.

b. New Ticket

If there is no linked ticket, the agent can create a new one:

  1. Access the desired customer's chat;
  2. Click on Tickets ;
  3. Select the New Ticket option;
  4. Note who the Requester is;
  5. Press to save the information.

Expired Conversations and Linking to Existing Tickets

Conversations on WhatsApp follow the 24-hour session rule: after this period without customer interaction, the conversation is automatically closed and moved to the Expired tab.

When this happens, the system checks if the conversation was already associated with a ticket to avoid creating duplicate records.

How Ticket Linking Works

During an active conversation, the customer may inform that they already have a ticket, or the agent can manually create a new ticket. If the conversation expires:

  • If a ticket is already associated, the conversation will be linked to it in the Expired tab.
  • If no ticket has been registered, a new ticket will be automatically generated.

The linked ticket number will be displayed to the agent within the conversation in the Expired tab, ensuring better tracking of the support process.

What to Do with a Conversation in the Expired Tab?

When accessing the Expired tab, you can perform three actions:

  1. Permanently close the conversation.
  2. Access the linked ticket, opening a new tab with the ticket details.

  3. Send a message template to resume contact.

⚠️ Attention: If a template is sent, a new conversation will be started in the Active tab, while the original conversation will remain in Expired, and can only be closed.

Now you know how to optimize the support process in Zenvia Customer Cloud, ensuring that agents can efficiently and systematically manage chats with clear options for transferring, closing, and linking conversations to tickets.