Send bulk communications via email and continue the conversation directly in the Support Service. This flow is ideal for ensuring continuity in handling when the client responds to an email sent by Zenvia Customer Cloud.
When to use?
Automatic transfer to support service can be used in different scenarios, such as:
- Clients responding to general announcements (maintenance, updates, deadlines).
- Clarifications on service requests.
- Questions about information sent in support campaigns.
- Contacts who need direct guidance from an agent.
Practical example: Scheduled maintenance notice
A company sends an announcement about scheduled maintenance. When the client responds with questions:
- The response automatically generates a public ticket in the Support Service.
- The agent views the sending history and guides the client.
- If necessary, forwards internally or registers a demand.
- The ticket follows the normal flow of analysis and closing.
This is just one example. The same flow works for any type of sending where the client's response should be handled by support.
Specifications
- Supported Channel: Email. Ensure the channel is contracted and configured in Settings > Channels > Email
- Compatible Plans: Specialist, Expert, Professional, and Enterprise
- Service continuity method: Tickets in the Support Service module
How to transfer the email sending to Support Service
Prerequisite
The domain used in the sending must be the same domain linked to the email channel configured for support service. This ensures that when the client responds to the email, the system automatically redirects to support.
Learn how to register a domain and add an email address.
How to configure the transfer to Support Service
At the time of sending messages, you do not need to manually select the response destination.
The transfer happens automatically when the sender email address chosen in the sending is the same address that is associated with the Support Service channel.
How it works after sending
1. The client receives the email.
2. When the client responds, the system automatically creates** a public ticket in Support Service > Tickets. The ticket is opened already including:
- The client's response
- The sending history
- The sender's information
This allows the agent to continue with the handling immediately.
More information about Support Service
If you want to delve into the next steps after automatic ticket creation:
- Learn what each piece of information inside the ticket means, such as messages, history, attributes, and available actions: Ticket Details
- See how to use viewing modes, filters, groupings, and panel settings to monitor support: Panels and Views