The Automation settings allow automating repetitive tasks and customizing workflows through rules that trigger automatic actions, such as assigning tickets, updating fields, or sending notifications. This increases productivity and efficiency in support service.
⚠️Attention: Feature available only for Operator and Admin profiles.
How to configure Automations
Go to Support Service > Settings > Automation to configure the available resources:
In the Triggers, it is possible to configure automatic actions based on specific conditions, such as sending notifications, updating status, and assigning tickets. When a trigger is activated, the defined action is automatically executed, streamlining management and support service.
Create a new Trigger
1. Go to Support Service > Settings > Automation > Trigger;
2. Click on New;
3. Enter a name;
4. Choose the type of trigger: Tickets, Email Import, or Knowledge Base;
💡Tip: The selection of the trigger type defines the available conditions and actions.
5. Define the Conditions to trigger the action. At least one condition is required.
6. Specify the Action to be executed when the conditions are met;
7. Save the information.
Done! Trigger created successfully.
💡Tip: Triggers can be edited and customized as needed.
Webhooks allow you to integrate the system with other platforms, sending data automatically when certain conditions are met. This facilitates real-time information exchange between Zenvia Customer Cloud and other tools, improving process efficiency.
The Webhook directly depends on a trigger configured to fire the event.
How to set up a Webhook
1. Go to Settings > Triggers;
2. Access an existing trigger or create a new one;
3. Under Actions, select the option Activate Webhook and add your company's URL;
💡Tip: The entered URL will be triggered via a POST request, sending in the body of the message the ticket number, subject, status, justification (if any), last action, and the events that triggered the webhook.
4. Save the information.
Done! Webhook set up successfully.
Macros allow you to automate frequent responses and actions with a single click, applying a set of predefined actions to tickets. This optimizes the team's time, standardizes processes, and speeds up customer service.
Create New Macro
1. Go to Customer Support > Settings > Automation > Macros;
2. Click on New;
3. Enter a name;
4. Under Sharing, select whether the macro will be personal or shared with other agents;
5. Under Actions, define the actions the macro will perform on the ticket when selected by the agent;
6. Click Save.
Done! Macro saved successfully.
After registering the macros, they will be available for use when opening or editing tickets.
💡Tip: To apply a macro, go to the Options menu in the blue ticket top bar and select Apply macro.