The Expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication.
Expert agents are system configurations that enable the automatic execution of actions: you define the conditions and the action to be performed whenever those conditions are met.
These Expert agents allow the creation of actions, which can include promotional messages, offers, alerts, congratulatory messages, and more, to be sent to customers automatically. All this according to your goals and what you want to provide to your customers.

⚠️ Attention: To fully utilize the Expert agents functionality, it is recommended to integrate with the ERP system.

Keep in mind that it is important to maintain the contact database in the Contacts module updated since it contains detailed information about customer behavior that impacts Expert agents.

⚠️ Attention:The Expert agents feature is available starting from the Specialist plan. Check more details and permissions for each plan at https://www.zenvia.com/. Additionally, this feature is available for users with the Administrator/Operator profile.

To access this functionality, go to Zenvia Customer Cloud > Expert agents.

How It Works

On the main Expert agents page, if you already have configured automations, the following fields will be displayed:

• Name: name of the expert agent created, the type of automation (Success), a description (brief explanation of the automation), and the tags linked to this expert agents.

• Created by: name of the person who created the expert agents.

• Last edit: last date/time the expert agents was changed.

• Executions: number of times the expert agents was executed in the last 30 days.

• Status: whether the expert agents is active, in draft, paused, or scheduled.

• Active: enables activation or pausing of the expert agents.

💡 Tip: When clicking the Active button to activate a paused expert agents, a summary of the expert agents will appear. This summary presents information such as the name, description, conditions, timer, actions, impact forecast, and contacts. It also allows you to Edit or Activate the expert agents.

You can use the search bar to look for Expert agents by name, created by, and/or description. Additionally, you can use the filter tool to filter by name, description, action, tags, or status.

In the Options menu 
three dots at the end of each expert agents:

• For Expert agents provided by Zenvia: You can edit the expert agents, view usage statistics, and copy.

• For Expert agents created by you: You can edit, view usage statistics, copy, and delete the created expert agents.

By selecting the checkbox to the left of each created expert agents, you can pause, activate, or delete multiple Expert agents at once.

Zenvia provided Expert agents

You can use pre-configured Expert agents provided by Zenvia, based on your action goals, such as:

• Customer retention and loyalty: Take action with customers classified as Champions + Loyal, according to sales data.

• Increase sales: Target customers classified as Potential Loyalty + Recent.

• Loss prevention: Focus on customers classified as Need Attention + At Risk.

• Restore customer relationship: Engage customers classified as Must Not Lose.

• Reactivate lost customers: Target customers classified as Lost.

• Revert negative feelings: Focus on customers classified with Negative feelings.

💡 Tip: For all pre-configured Expert agents by Zenvia, simply activate them and define an action, as all conditions are already set. Additionally, you can duplicate an existing Zenvia expert agents via the Copy button and add more conditions if needed.

Examples of Use Cases and Actions

• Post-purchase Automation: Send a thank-you message and request feedback on the purchase experience via email or WhatsApp.

• Risk Customer Retention: Send a special offer or discount coupon via SMS or WhatsApp to encourage a new purchase.

• Reactivation Campaign for Lost Customers: Launch an email campaign with an exclusive offer to win back the customer.

• Upsell for Champion Customers: Offer complementary products or services via email based on purchase history.

• Localized Promotions: Send personalized regional promotions via SMS or email.

• New Customer Activation: Send a welcome email with instructions, benefits, and next steps.

• Policy or Terms Update Notification: Send an email informing about changes to policies or terms of service.

• Monthly Newsletter: Deliver a newsletter or personalized email based on interests provided in custom fields.

• Exclusive Pre-Sale Campaign: Send an email or WhatsApp message to contacts interested in products before launch.

Create New expert agent

Click Create new expert agent, and a New expert agent screen will open where you can define the conditions and actions to be performed.

The following fields are displayed for input:

• Expert agent name: Enter the name of the expert agent.

• Description: Optional; provide a brief explanation of the expert agent if desired.

• Tags: Choose up to five tags for organization and identification purposes. Example: You can create a "delinquent" tag, which allows you to link the expert agent to all customers who meet these conditions, enabling faster filtering in the contact base.

• Conditions: Select conditions for the expert agent. 

• Configure Timer: Define when this automation will execute.

• Actions: Define the actions this expert agent will perform.

Finally, you can click Cancel, Save as Draft, or Create and Activate Expert agent.

Upon activation, all stages of the expert agents must be complete. The Latest Executions section will then display execution details and allow you to export reports of the last 10 executions. 

Done! Expert agent created!