Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp
The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps.
This article guides you on configuring channels to optimize the customer experience and support efficiency, ex
Satisfaction survey: Question settings
The Satisfaction Survey allows you to easily assess the level of customer satisfaction after each service, helping to identify areas for improvement and take corrective actions precisely.
⚠️Attention: Feature available only for Operator and Admin profiles.
Enable Satisfaction Survey1. Access Support
Automation: Triggers, Webhook, and Macros
The Automation settings allow automating repetitive tasks and customizing workflows through rules that trigger automatic actions, such as assigning tickets, updating fields, or sending notifications. This increases productivity and efficiency in support service.
⚠️Attention: Feature available only f
Telephony: Groups and Parameters
The Telephony feature allows turning calls into new tickets or linking them to existing tickets. To configure, simply register a telephony group and define the available parameters.
When a new call is routed to an agent in the group, the system will automatically open a “Phone Call” tab displaying a
Workflow Settings
The Workflow automates processes by transferring activities between participants according to rules and procedures, combining technology and organization to optimize operations. It allows defining the execution order of tasks based on the conditions of each stage, which can be performed by one or mo
Approval Rules Configuration
The Approval Rules allow defining criteria for tickets to be processed only after approval by one or more individuals, which can be a specific collaborator, someone with a certain role, or the requester’s superior.
⚠️Attention: Feature available only for Operator and Admin profiles.
Configure A
Time Tracking: Activities, Unit of measure, Type of hour and expense
In Time Tracking, configure the time tracking for each activity in the system. This feature allows tracking the hours worked on each ticket, facilitating time management and optimizing the accuracy of productivity reports in Zenvia Customer Cloud.
⚠️Attention: Feature available only for Operator and
Knowledge Base Settings
The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers.
It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi
Agreements (SLA): what they are and how to register a contract
A SLA Agreement (Service Level Agreement) is a digital document that defines response and resolution times for support requests, following pre-established rules.
In Zenvia Customer Cloud, each client (at the organization level) can have a single SLA contract, which includes multiple rules and may o
Additional Fields Settings and Display Rules
This article guides how to configure Additional Fields and Display Rules in Zenvia Customer Cloud to optimize customer support and request management.
⚠️Attention: Functionality available only for Operator and Admin profiles.
Additional Fields SettingsTo configure the features, go to: Support > Sett