Category: 6.5 Settings

Manage and organize how users are grouped and how the support tickets are distributed among them. In this article, you will learn: Edit group nameChange a user's groupConfigure group rules and parametersDefine how contacts will be assigned to the groupEnable automated triageConfigure automatic closi

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

Use Contact Assignment in the commercial service settings to define how new contacts will be distributed among service groups. With this setting, users in a specific group receive notifications when new contacts arrive in the Service Inbox, speeding up responses and ensuring that each contact is ser

Set up and customize customer service options in Zenvia Customer Cloud to enhance the customer experience and streamline your team’s work. The configurations applied will be reflected in the Service Queues of the groups you set up. In this article, you will learn: How to define your team’s working h