Send WhatsApp messages in bulk and maintain conversations with your customers through human or automated support in Zenvia Customer Cloud. This ensures a continuous and smooth experience for your customers, while also increasing your chances of sales and conversion.

Specifications

• Supported Channel: WhatsApp.

• Compatible Plans: Specialist, Expert, Professional, and Enterprise.

⚠️ Attention: The transfer of contacts to support is available only for users with the Operator or Admin profiles.

Transfer WhatsApp Sending to Commercial Support 

Next, learn how to set up WhatsApp sends in Zenvia Customer Cloud so that responding contacts are automatically directed to humanized support.

Prerequisites

• WhatsApp Channel: Ensure that the channel is contracted and configured in Zenvia Customer Cloud.

• Selecting Support Groups or Agents (optional): If you choose to transfer to support groups or agents, the support will be directed according to the configuration defined in the registered credential, meaning the groups or agents must be linked to the WhatsApp line in Settings > Channels > WhatsApp.

Configuration

1. Go to Message Sends > Sends and Automations and select WhatsApp;

2. Name the send, select the registered WhatsApp line, and then choose a pre-approved template;

3. Then, check the option Continue interaction with humanized support;

4. Select the responsible person for the support;

5. Continue with the next steps to configure your WhatsApp send.

💡 Tip: Learn more about contact assignment in the send.

Contacts who respond to your send will be in Support > Support Box of the selected responsible person. The sent information includes the message content, campaign ID, and contact response.

Transfer WhatsApp Sending to Automated Support 

See how to set up WhatsApp sending in Zenvia Customer Cloud so that contacts who respond are automatically directed to automated support via chatbot.

Prerequisites

• WhatsApp Channel: Ensure that the channel is contracted and configured in Zenvia Customer Cloud.

• Chatbot Linked to WhatsApp: Have a chatbot linked to the same WhatsApp number that will send messages. If the number is already linked to a chatbot, it will be displayed automatically during the setup.

Configuration

1. Go to Message Sends > Sends and Automations and select WhatsApp;

2. Give a name to the send, select the registered WhatsApp line, and choose a pre-approved template for the message;

3. Then, check the option Continue interaction with automated support;

   1. If the WhatsApp line is not linked to a chatbot: A message will be displayed with the list of available chatbots for linking:

      1. Select the chatbot you want to link to the WhatsApp number.

      2. You will be directed to the channel linking step of the Chatbots module to complete the configuration.

   2. If no chatbot is created: A message will be displayed informing you that you need to create a chatbot.

      1. Access the Chatbots module.

      2. Create and publish a new chatbot to link it to the WhatsApp channel.

4. Continue with the next steps for WhatsApp sending configuration.

How Automated Support Works After Sending

After sending, all contacts who respond will be automatically directed to the chatbot configured for this WhatsApp number. This chatbot will continue the conversation and may transfer the support to a Commercial Support agent as necessary.

Practical Use Example:

Imagine that your e-commerce company has several WhatsApp numbers, each with different message templates configured. When using the Message Send module to send a campaign, you can:

1. Choose the WhatsApp number you want to use and select the “Product Catalog” template.

2. Send the message to your contact base.

3. After sending, all customers who respond will be automatically directed to your chatbot assistant, who will help with the online purchase process.

The chatbot will guide the customer through some questions to better understand what they are looking for and, if necessary, will transfer them to an agent in Commercial Support, where they can complete the purchase with the help of an attendant.