Category: Zenvia Customer Cloud

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

Tickets are the foundation of customer support in a helpdesk system. Every time a customer reaches out—whether via chat, email, phone, or form—a request is turned into a "ticket." Tickets help organize and manage demands, ensuring no request is overlooked.  Example Use Case Imagine a tech company th

The flow chatbot allows you to automate communication with your users, guiding them through a series of predefined steps. These steps can range from a simple welcome message to collecting information such as an email or phone number. By defining a flow, you create a clear and logical path for the us

InteractionZ are records of interactions between the company and its customer. In Zenvia Customer Cloud, this is the term used to represent the communication between both parties. Each InteractionZ lasts for 24 hours from the moment it is opened. During this period, your company can exchange unlimit

Welcome to Zenvia Customer Cloud! Create an account and gain access to a unique multichannel solution that centralizes and manages your customer data with greater operational efficiency. The first step to creating an account is choosing a plan. The subscription to a Zenvia Customer Cloud plan must b

The Knowledge screen is the repository of content that the chatbot uses to provide responses to users. This is where you determine which content your Chatbot should consult during the conversation. It can perform two functions:  Generate responses during conversations: The chatbot consults this cont

The WhatsApp channel provides direct and efficient communication with customers, offering technical support, updates, and personalized interactions. Clients with an active plan have access to various channels, including WhatsApp, which is made available as soon as you acquire your plan (read more in

The Sales API in Zenvia Customer Cloud was developed to asynchronously integrate leads into Zenvia Customer Cloud, allowing you to receive a webhook with their results. Learn in this article how to activate the integration in your account and how to configure your API. ⚠️ Attention: Integrating an A

12/18 Segmentation by Sentiments in the Contact Manager Based on contact interactions, Artificial Intelligence performs a sentiment analysis that identifies emotions expressed in conversations. This information can be used to filter contacts in the database and create segmentation rules, enabling yo

04/29   🛠️ Improvements    Update in the Monitor Operations Journey   We’ve added new features to the Monitor Operations screen: in the Tickets tab, it now includes the Volume and status of tickets, as well as the average times for each status. Additionally, in the Agents tab, we’ve added the Agent