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
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