⚙️ New feature 

Choose how to handle duplicate contacts when integrating systems

When integrating a management system with Zenvia Customer Cloud, identical contacts may be sent more than once, creating duplicate records.

Now you can define, directly in the integration settings, how Zenvia Customer Cloud should handle duplicate contacts:

1. Merge: Combines the data of two contacts, preserving the most relevant information from each.
2. Overwrite: Replaces all existing contact data with the data received from the system.
3. Discard: Keeps the current contact and ignores the data received from the system.

A contact will be considered duplicate if mobile phone, landline, or email matches an existing record.

Learn more about the systems that can be connected to Zenvia Customer Cloud in the article Available Integrations.

🛠️ Improvements

Search WhatsApp templates by phone number and category

On the Settings > Message templates > WhatsApp screen, you can search templates by the associated phone number and filter by category, speeding up the location of registered messages.

⚙️ New feature 

Download your knowledge base content

You can now download the documents uploaded to your knowledge base directly from the platform. This gives you more autonomy to analyze, review, and update the information that powers your Generative AI chatbot.

⚙️ New feature 

Support expert agents

You can now automate ticket actions based on custom conditions. Support expert agents help reduce manual tasks, standardize processes, and speed up service.

Main features:

• Automatic execution of ticket actions (e.g., change status, priority, assignee, add tags)
• Condition combinations with AND/OR logic
• Send internal notes, public messages, or automated emails
• Support for dynamic variables
• Simple management: activate, pause, duplicate, and delete agents

⚠️ There are now two types of expert agents:

• Support: Automate flows within support operations.
• Success: Integrate with systems and perform actions based on external data.

⚙️ New feature

New Fields in Automated Messages

In Support Service > Settings > Conversation Settings, under Automated Messages, we’ve added the fields Send Delay, which allows you to set the message sending time in seconds, and Recurring Sending, which, when enabled, sets the recurrence interval to match the message sending time.

⚙️ New feature

New Feature Available: Support Conversations

It’s now easier to analyze the performance and data of your customer support! With the Support Conversations feature, you can view, filter, and export a report with detailed information about your operation's conversations, turning raw data into powerful insights quickly and intuitively.

⚙️ New feature

Integration with Meta’s Click to WhatsApp campaigns

You can now link Meta’s Click to WhatsApp campaigns directly to a published flow-based chatbot in Customer Cloud. The selection is made directly in Meta’s platform, with no need for manual flow configurations.

⚙️ New feature 

Webhooks with OAuth2 authentication

You can now ensure greater security in notification delivery with the new OAuth2 authentication option for Webhooks. When this feature is enabled, Zenvia automatically obtains a valid access token before each delivery, protecting your system from unauthorized access.

Just enable the OAuth Authentication option when creating or editing a Webhook and fill in the required fields, such as the authentication URL, client ID, client secret, and other parameters required by your provider.

This feature provides more control and compliance for integrations with external APIs that require secure authentication.

⚙️ New feature  

Update to the email journey

It’s now easier to create new templates:

You can duplicate any email message template under Settings > Message Template, quickly creating a new version based on an existing template. This way, editing and customization become faster without needing to start from scratch. 

Also, take advantage of other improvements in the email journey:

• Templates usable in multiple journeys: Templates can be used both in manual broadcast sending and automations, providing greater flexibility for your campaigns.
• Improved broadcast journey: Bulk sending setup is easier now, with tips to build the journey, quick access to ready-made templates, your own templates, and a visual builder with more features.

For more details, check the support articles:

⚙️ New feature

Ticket Query via API

Integrate your Zenvia Customer Cloud support data with more speed and autonomy.

With the new Ticket Query API, you can securely, automatically, and in real time access complete information from your tickets. Ideal for reports, dashboards, and integration with CRMs or BI systems.

• View status, channel, agent, and more
• Search tickets by ID
• Generate operational insights easily
• Token-based authentication

Available starting from the Specialist plan.

⚙️ New feature

New pause and pre-pause status feature

The new Pause Status feature is here to improve the organization and control of agents’ breaks during chat support in Servir. It is now possible to configure, activate, edit, and monitor different types of breaks directly from the system interface, bringing more clarity and autonomy to the team - and greater management capabilities for administrators.

🛠️ Improvements 

New unified interface for WhatsApp message broadcast 

We've simplified the campaign dispatch journey in the WhatsApp channel: now the entire process takes place on a single screen, with smoother, more modern, and intuitive navigation. 

Key improvements:

• Updated layout with a side summary of the dispatch;
• Selection of goal, number, and template in a single step;
• Direct configuration of the flow: human agent, bot, or auto-reply;
• Optimized recipient selection, with message dispatch in just a few clicks.

This update reduces steps, improves dispatch visibility, and makes the process faster and more efficient.