Category: 7.4 Configurations

Triggers are a feature that automatically executes actions when specific conditions are met in a ticket. These conditions can be triggered by user interactions or temporal factors, such as deadline expirations. Triggers are essential for automating routines and improving the quality of your support

Located in the left sidebar menu, Settings is a feature of the Support module in Zenvia Customer Cloud. Here you configure your Support Tickets and Chat for your support team. To use this feature, go to: Support Service > Settings. ⚠️ Attention: Only users with Operator and Admin profiles can perfor

Automatic Closure is a feature in the conversation settings of the Support Service module that automatically closes a chat in cases of customer inactivity for more than 7200 seconds, after the issue is resolved, or when all agents are outside working hours. After that, a ticket or action is generate

Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service. You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved. ⚠️ Attention: Featur

Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat. ⚠️ Attention: Functionality available only for Operator and Admin profiles. How it worksTo use the feature, go to Support Service > Setting

SLA Contracts (Service Level Agreement) is a feature that manages response and resolution times for tickets. With this feature, it is possible to have more control over the service level agreements related to the ticket completion time to manage the support operation. It also complies with commercia

Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat. ⚠️ Attention: This feature is only available for Operator and Admin profiles. How It Works To use this feature, go to Suppor

Automatic messages are predefined texts that help ensure your customers receive a response while waiting for Support Service from an agent or if all agents are offline. ⚠️ Attention: This feature is available only for Operator and Admin profiles. How It Works To use this feature, follow the steps be

Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud. ⚠️ Attention: This feature is available to be configured only for Operator and Admin profiles. How It Works To use this feature, go to Support Service > Settings > Conve

Automatic Distribution is a feature that fairly distributes Support Service chats among agents.  When a new chat is received, the system checks if distribution is active and if there is an online agent with a number of simultaneous chats below the established limit.  If an available agent is found,