Category: Agent

One of the most important pillars of Zenvia Chat is the ability to unify communications from different channels (Web Chat, WhatsApp, email, etc.) into a single interface. This way, the main screen allows you to manage all your contacts more efficiently, making your customer service more agile and pr

The WhatsApp Template Notification feature allows agents to send notifications (WhatsApp HSM) in a conversation that already has a service history in Zenvia Chat. This enables the agent to re-establish contact easily through an active message for customers who have already been assisted via Zenvia C

The Monitor services - Agent feature allows the agent to view their performance in the operation, as well as identify the number of other agents for each of the statuses in the departments they are assigned to. As an agent, the value of this feature lies in visualizing and managing your number and a

In the History tab, you can view all the support sessions handled by your department, meaning that an agent does not have access to the support sessions of other departments where they are not assigned. Through the search field, you can search for a support session by the client's name, email, phone

In an active conversation in Zenvia Chat, it is possible to use some resources during the interaction, such as notes, tags, and files. To access this feature, go to Zenvia Chat - Agent Profile > Inbox. Notes Zenvia Chat allows you to make comments using the Note field. This is a free-text field that

In the Tasks tab, you can create and view existing tasks. This allows you to view only your tasks, search for tasks by name, or filter them based on their status: completed (marked when tasks are done), expired (the deadline has passed, and the task was not marked as completed), and open (the deadli

All customers who contact your company through Zenvia Chat become contacts. The system also allows you to add new contacts individually. To access this feature, go to Zenvia Chat - Agent Profile > Contacts and click on the icon Fill in the fields and click  Add new customer. Using the search fiel

To access Zenvia Chat, first go to the Zenvia platform, then go to Products > External Products > Zenvia Chat. This will open the home screen - Agent profile area.  How to set the language? Zenvia Chat supports three languages, which are loaded at the time of service. The available languages are: P

By enabling notifications whenever a new interaction arrives, you will be alerted through a sound alarm and a pop-up in the bottom left corner of the screen. The audible notification indicates that the service is “ringing” and needs to be started immediately, ensuring that no request goes unanswered

In Zenvia Chat, you can set yourself as available, ready to receive and handle customer interactions quickly and efficiently. To activate this feature, go to Zenvia Chat → Agent Profile and enable the option Available for service, located in the upper right menu of the screen. When the option is ena