Category: Service

Widgets are simplified ways of allowing the agent to access integrations with other products or software in order to facilitate the agent's day-to-day operations. With the service on screen, the agent can get another connection such as: Salesforce, CRM, send data, receive data, for example. Without

This feature shows the entire list of customer contacts available. It allows you to add, import and export this contact list. To access this feature, go to Zenvia Chat - Administrator profile >  Service > Contact list. On this screen you can search for a contact in the search field and also view th

The Transfer Rules feature allows you to customize the rules for transferring conversations between agents and departments within an operation. The aim of this feature is to improve the performance of the operation and the management of calls, as it allows you to configure specific transfer rules f

This setting allows you to enable the automatic closure of a call in the event of user inactivity, and is valid for the WhatsApp, Web Chat, Facebook, Telegram and Mercado Libre channels.  Automatically closing a call reduces customer waiting times, increases responsiveness and improves customer sati

The Automatic Messages feature are messages that can be fired based on triggers, using variables in the text, configuring different departments and establishing recurrence of sending, i.e. after how long (it is possible to configure the time) the message will be resent. This feature allows the custo

Quick responses is a feature used to standardize and speed up customer service. With this feature, the agent can respond more quickly to customers, as they don't have to type long and often repetitive content, since the answers are already saved. In this way, the benefit of using quick replies is t

The Tags feature is used to classify a call. You can create up to two levels of subtags for each tag. Thus, a main tag can have several subtags which in turn support more subtags. With this feature, you can identify your company's main demands. To access it, go to Zenvia Chat - Administrator Profil

The Hours and Holidays feature lets customers know when you are available to serve them. You can use this feature in situations such as: If you have a specific department in your company, in which the attendants are only available for service on certain days and at certain times, (example: Tuesday

SLAs are intended to improve monitoring of the metrics analyzed by the Administrator and to help agents comply with SLAs (Service Level Agreements). The administrator can configure the time/period for each type of SLA: waiting, first response, message and service.  The waiting SLA is the time elaps

Departments are specific areas within a company that determine how employees divide their tasks. In Zenvia Chat, you can create or edit departments to allocate agents to different departments according to their role, such as: support, sales, finance, legal, etc. In this article you'll see how to ac