03. Customer service structure
Understand how the hierarchical structure of service groups and channel assignment works in Zenvia Customer Cloud.
Access the structure
To view the structure, follow these steps:
Go to Sales > Settings > Customer service teams;
Click on Customer service structure.
Understand the structure
The str
01. Settings of sales in Zenvia Customer Cloud
Configure and customize the service options in Zenvia Customer Cloud. The settings you define will be applied to the service boxes of your groups.
To start, go to Sales > Settings:
General Settings: Define aspects that apply to the entire service system, such as working hours, quick responses, call
02. Contact Assignment in Zenvia Customer Cloud
The Contact Assignment is a feature of Settings in Zenvia Customer Cloud, where you define how contacts are assigned to your support groups.
When a new contact enters the Inbox, the assignment rule notifies users belonging to the same group.
⚠️ Attention: This feature is available only for users wit