03. Sending Message Templates in Support Chat and Tickets
Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and protect user experience.
All templates must be approved before being sent to ensure that the messages ar
02. Handling and Transferring Support Conversations
In this article, you will learn about the conversation handling process in the chat queue, including transferring conversations to groups or agents and linking conversations to support tickets in Zenvia Customer Cloud.
Table of Contents:
Chat Conversation Handling
Transferring Conversations
Linking
01. Support Inbox
The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets.
In the Support Inbox, you can view conversations organized by status: Open, In Queue, Pending, and Expired. Use filters to sort conversations by o