Category: 09. Expert agents

Important: Before following the instructions, make sure the feature is available for your access profile.The Success expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication. Success expert agents are system

Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met. These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certa

Whenever a ticket is updated, the system checks if any support specialist agent has conditions configured for that scenario. If so, the actions linked to that agent are executed automatically. This is the final step of the agent configuration, where you define the success actions to be taken, such a

Find out how many support expert agents can be active at the same time in each plan and what happens when the limit is exceeded. Also, learn how to activate, pause, and delete agents. Only users with the Administrator profile are allowed to activate, pause, or delete support expert agents. Activatio

Conditions are the criteria that determine when a support expert agent will be executed. They are essential to ensure that the configured actions only occur in specific and relevant contexts within a ticket. How condition blocks workWhen setting up a support expert agent, you will define activation

Important: Before following the instructions, make sure the feature is available for your access profile.This feature displays the data for each expert agent. Here, you can view, analyze, and export the data for each expert agent. This information supports decision-making and planning the next steps

This section is located at the bottom of the automation creation screen. Here, you can view a complete breakdown of executions and export a report on the last 10 automation executions. To access this feature, go to Zenvia Customer Cloud > Experts agents > Create new expert agent> Latest executions s

Important: Before following the instructions, make sure the feature is available for your access profile. This feature allows customers to limit the consumption of interactionz generated by trigger automations, helping them control costs, better manage interactions with their customers, and avoid un

Important: Before following the instructions, make sure the feature is available for your access profile.This is the third step in creating the Expert agent, where you configure the period and frequency of the Expert agent's execution and decide if the same contact can be impacted more than once. 💡

Important: Before following the instructions, make sure the feature is available for your access profile.After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially