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Welcome to Zenvia Customer Cloud's Help Center! On this page, you will find all the usage documentation for Zenvia Customer Cloud organized by categories, following the software’s side menu. We also have complementary materials for developers and a FAQ section.
For Devs
Learn about the API integrat
11. View all my appointments - History
In the History tab, you can view all the support sessions handled by your department, meaning that an agent does not have access to the support sessions of other departments where they are not assigned.
Through the search field, you can search for a support session by the client's name, email, phone
How to integrate Facebook Ads with my WhatsApp line
Use this tool if you want to centralize all your communications in WhatsApp This process just takes a few simple steps, do this so that messages get to your agents:
1 - Go to business.facebook.com then select your business and the corresponding ad account.]
2 - In the Campaigns tab, click Create:
3
Introduction to the Zenvia Customer Cloud contact base
Important: Before following the instructions, make sure the feature is available for your access profile.The Contact Base centralizes all your customer and lead data in one place, making it easy to access and manage in a unified way.
In this article, see how to use the main features to add, customi
Merge Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.Merge tickets individually or in bulk from Support Service, adjusting the necessary details to complete the process.
The merge combines the information from the selected tickets, from the most re
Business Hours Settings
Important: Before following the instructions, make sure the feature is available for your access profile.Configure Business Hours to inform your customers about the availability of your operation each day of the week and the break periods of your Support Service team in the chat.
How It WorksTo use
[Enterprise] 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
04. Contact Database in Zenvia Conversion
Zenvia Conversion
Actions in Success expert agent
Important: Before following the instructions, make sure the feature is available for your access profile.This is the fourth and final step in creating the expert agent. Here, you can select the success action: Message Sending or Surveys.
To access this feature, go to Zenvia Customer Cloud > Expert a
Steps to export your WhatsApp contacts list
The objective of this article is to help you migrate your contact database, which is stored in your WhatsApp (whether it's Common or Business API) or in your phone's contact list, and transfer them to your Zenvia Conversion account.
If the import list is small, averaging about ten contacts or so, yo
01. Administrator dashboard in Zenvia Chat
The Dashboard is Zenvia Chat's home screen and provides quick and simple information on what is happening in real time (updates of the day) in the Administrator environment. Through this Dashboard you can check information on calls, agent productivity and performance, calls in the queue, pending or
How to use the communication rules builder
Important: Before following the instructions, make sure the feature is available for your access profile.The communication builder in Zenvia Customer Cloud provides all the necessary tools for any user to create and edit automated flows in a practical and visual manner.
This article describes all th
How the shared inbox works
A shared inbox for your agents
With a shared WhatsApp inbox you can see all your group's conversations and assign them, send messages, make comments, notes, and even transfer conversations to other agents in the team.
Plus, each message sent via WhatsApp is visible in one unified inbox (All) that
Assigning customer service in WhatsApp broadcasts
Important: Before following the instructions, make sure the feature is available for your access profile.Allow new customer service inquiries initiated by a campaign to be directed to a specific groups or agents.
Customer service assignment enables you to manage responses from mass WhatsApp broadcas
Manage support service holidays
Set up holidays in the chat to define dates when service will be paused or follow special hours.
By configuring this, the system correctly informs both customers and bots of unavailability, preventing unnecessary queues and wait times.
Important: This feature is available to Administrators with per
Integrate the Facebook Messenger channel
Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Messenger allows businesses to communicate with their customers directly through the inbox of their Facebook page. By integrating it with Zenvia Customer Cloud, you centralize service, s
Overview of Automations Analytics in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The automation list serves to centralize all the flows that have been created. By creating communication rules, you can define actions for each flow and automate your customers' journey through d
[Enterprise] How to create and export custom ticket reports
The Custom Reports feature allows the management and export of detailed ticket reports, enabling the creation, editing, and deletion of reports according to the needs of support journey analysis. This article explains how to access, use, and customize these reports.
Accessing ReportsConditions for A
How to use variables for broadcast messages
Important: Before following the instructions, make sure the feature is available for your access profile.Variables allow you to personalize information at the time of sending the message, making it specific to each recipient.
There are some differences between the sending options you might notice wh
Assigning account interactions
Important: Before following the instructions, make sure the feature is available for your access profile.You can assign a channel to an agent or a group to ensure that all incoming messages are directed correctly to the responsible person.
Commercial support → assign to a specific agent or group.Sup
12. How to record salesfloor visits and test drives
In the conversation, select the ( + ) icon > then, the "visits" icon:
Three statuses will appear:
Canceled: for those visits that you scheduled but did not happen.
Pending: for those you have already scheduled.
Done: to record that the client finally visited the salesfloor.
In all three
Tiendanube App
How to activate and use the Tiendanube App in Zenvia Conversion
With the Tiendanube app you can send automatic messages via WhatsApp every time you receive a new order from Tiendanube, in addition to being able to send all your product information directly from your conversation with the client
How to create and export a custom ticket report
Important: Before following the instructions, make sure the feature is available for your access profile.Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage ope
09. Workdays
The Workdays feature allows the account administrator to define customized working hours, according to their preference, for the agents in an operation.
With this, the administrator can define the number of hours per day that the agent must work. This setting can be selected for both weekdays and we
Problems with my Instagram Business account
Instagram messages are not coming in or I am not receiving new messages
If you could integrate Instagram with Zenvia Conversion but you're not able to send or receive new messages, it's important to consider this:
1 - In Facebook, go to Advanced Messaging and select the last option, that says
[Enterprise] 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
First steps and Integration of your system (CRM or ERP) into Zenvia Customer Cloud
Welcome to Zenvia Customer Cloud! To help you get the most out of all its features and optimize your customer communication, it's essential to integrate your management system (CRM or ERP) with our platform.
This integration allows Customer Cloud to use your operational data to offer features that
Integration of the Quotes App
Important: Before following the instructions, make sure the feature is available for your access profile.The Quotes App simplifies the creation and sending of quotes to your contacts via WhatsApp, allowing you to register and measure all sales made through Zenvia Customer Cloud.
Additionally, with t
How to identify a contact from a Zenvia Attraction campaigns
See how to identify contacts originated from a Zenvia Attraction campaign and track the performance of your marketing actions in Zenvia Conversion.
By integrating your WhatsApp campaigns triggered by Zenvia Attraction with your Zenvia Conversion account, you ensure that whenever a response is receiv
Instagram Integration with Zenvia Conversion
Zenvia Conversion simplifies communication with your audience. Through our solution, you can respond to everyone who contacts your company via Direct Messages (DMs) on Instagram and improve your conversion strategies.
By integrating Instagram with Zenvia Conversion, you can manage and centralize com
How to Change Your Account Language in Zenvia Conversion
Learn how to easily change your account language
In Zenvia Conversion, you can choose which language (Spanish, English, or Portuguese) your account information will display in. Follow the steps below to make the change:
1 - Go to Settings > Groups & Users. Click on the three dots, then select
How to manually create an origin
How to add origins
To manually create an origin:
Go to Apps.
At the bottom of the page, click "+"
At the bottom right of the page, click "Show All"
Scroll down to "Offline Media" and click "Otro".
Type the name of the origin, select the group you want to assign it to, and click "Save"
Sales contact management
Important: Before following the instructions, make sure the feature is available for your access profile.The Sales Contact Management panel allows you to manage and view information of the contacts who have gone through commercial interactions in your organization. Here you will find data such as in
Send media messages with WhatsApp
Important: Before following the instructions, make sure the feature is available for your access profile.To send WhatsApp messages that include media, it's necessary to:
Have a message template pre-approved by Meta within Zenvia Customer Cloud.Provide a media link during the setup of the message.Sen
01. Tasks
Tasks are all the activities to be carried out for the client. These are tasks such as: sending a quote, sending a new proposal, editing a personalized response, etc. In Tasks you can keep track of existing tasks, seeing which ones have already been completed, which ones have expired and which ones
What are Zenvia Conversion Bots Greeting Messages and how Can I Activate Them
Learn how to use Zenvia Conversion Bots to handle initial contact with a client
Welcome messages are an important first step to help your clients get information as quickly as possible.
To create your welcome messages:
Go to Customer service channels and select your WhatsApp line or Faceboo
Relationships in Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.The Ticket Relationships feature allows you to create links between tickets, connecting support services to facilitate progress tracking, centralize communication, and improve ticket management.
Panels and Views of Support Service
Important: Before following the instructions, make sure the feature is available for your access profile.Panels and Views enable you to efficiently manage and customize the display of support service tickets in Zenvia Customer Cloud.
To configure your Panels and ticket views, go to: Support Service
Add a Line in Minutes
Zenvia Conversion allows you to quickly set up a WhatsApp lineRemember that this new line will have an activation cost.
Before you add a line, it is important that you review this article, where you'll learn about the implications adding a line has for the number you will use.
If you are a new custo
How to send bulk WhatsApp messages on Zenvia Attraction
Learn how to send bulk WhatsApp messages, integrated with Zenvia Conversion, by Zenvia Attraction.
To carry out bulk shoots from Zenvia Attraction, access the platform through app.zenvia.com with the same login and password used in Zenvia Conversion.
Then, access the Products top menu and then sel
[Enterprise] Panels and Visualizations: Customize Views
Customizing ticket views is an essential feature for better organizing and tracking workflow. You can choose between two types of views: the Kanban format and the list format.
Use Case ExampleImagine you are responsible for customer support and need to closely monitor all open, pending, and resolve
[Enterprise] Classification: Services, Emergencies, Categories, Status, Justifications, and Tags
The Ticket Classification organizes and prioritizes the tickets, optimizing the workflow and efficiency of the support. This feature allows the team to quickly identify the type of request, urgency, and responsible department.
⚠️Attention: Feature available only for Operator and Admin profiles.
How
Automatic messages Settings
Important: Before following the instructions, make sure the feature is available for your access profile.Automatic messages are predefined texts that help ensure your customers receive a response while waiting for support service from an agent or in case all agents are offline, for example.
How it w
08. How to forward files and media in Zenvia Conversion
Forward files to up to ten active prospects at a time
In Zenvia Conversion, you can forward files from one conversation to another in just a few clicks, saving time and making it easier for agents to communicate with their clients. Below we'll show you how you can benefit from this feature.
Within
Integration of PayPal with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, it is possible to send PayPal payment links to your contacts during interactions in Zenvia Customer Cloud. Additionally, you have the flexibility to choose the currency and
Shared Inbox in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The shared customer inbox allows all members of a group to view and manage the conversations in the commercial service inbox on Zenvia Customer Cloud. This makes teamwork simpler and more collabo
Categories Settings
Important: Before following the instructions, make sure the feature is available for your access profile.Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Ser
How to add notes in Zenvia Conversion
Use this tool to mention your coworkers in conversations.
This functionality is very useful for both agents and managers, because it allows you to mention other users in conversations, so that they are notified of comments, recommendations and feedback, all within the same chat.
These messages
07. Visit and Test Drive reports
To create these reports, you must activate the Visit and Test Drive reports following the next steps:
1.- Go to apps and click in the + symbol located at the bottom right corner of the screen
2.- Click Show All and scroll down until you find Visits. Click it.
3.- Follow the steps 1.- and 2.- to
Quick replies Settings
Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are predefined messages that agents can use in Support Service, increasing team efficiency in Zenvia Customer Cloud.
How It WorksTo use this feature, go to Support Service > Setting
How to Forward Messages in Zenvia Conversion
Forward messages to up to ten active prospects at a time
In Zenvia Conversion, you can forward messages from one conversation to another in just a few clicks, saving time and making it easier for agents to communicate with their clients. Below we'll show you how you can benefit from this feature
Company and department database in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Link contacts to companies and departments, and integrate individual information into an organizational structure.
With the linking of contacts to companies and departments, it is possible to:
Su
Support Conversations
Important: Before following the instructions, make sure the feature is available for your access profile.The Support Conversations report from Zenvia Customer Cloud provides detailed information about the conversations handled by the Support team. Use it to analyze and generate comprehensive reports
Contact profile in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Your communications achieve better results when you know your audience better. In Zenvia Customer Cloud, you can consult all the information and events related to each customer directly in the co
Pause status in support service
Important: Before following the instructions, make sure the feature is available for your access profile.The Pause Status feature allows an Administrator to manage agents’ pause statuses. The Administrator can configure, edit, activate/deactivate, or filter an agent’s pause status. This screen provi
Contact Segmentation Rules in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Segmentation allows you to create filters to group contacts based on specific criteria. Segmentation rules apply these filters and return only the contacts that meet the criteria defined in the r
[Enterprise] Reports: How to obtain information about the service structure
In this article, learn how to access, configure, and export reports to optimize data analysis and obtain detailed information about your service structure in tickets, customer experience, contracts, and values, as well as auditing and control features on the platform.
How Reports WorkBefore starting
Why am I not receiving messages from Facebook Messenger
Set Zenvia Conversion as the default application
Analytics of Chatbots in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The Chatbot Analytics module provides a dedicated area for tracking chatbot metrics.
With it, you can access predefined metrics without manually creating them from scratch. This allows you to mon
Create, Edit, Duplicate, and Delete Tickets
Important: Before following the instructions, make sure the feature is available for your access profile.In this article, you will learn how to create, edit, duplicate, and delete Support Service tickets in Zenvia Customer Cloud.
Tickets have customizable Panels and Views. The conditions and columns
Asana integration with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The integration of Asana with Zenvia Customer Cloud allows you to create support tickets directly from your conversations, turning your communication channels into efficient customer service and
How to activate the Act as user function
Zenvia Conversion allows the apps you connect with to act as users. In both API integration and Zapier cases, you may need the app you're connecting with to act as one of your users.
This functionality ensures that interaction records are made on behalf of this user. The distribution rules applied
[Enterprise] Tickets: What They Are, How to Create, Clone, Merge, and Delete
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
Activate, pause, and schedule an automation in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.When creating an automation, Zenvia Customer Cloud allows you to perform various settings in the flow, including activation, pause, and scheduling of the automation.
In this article, we will deta
05. Monitor Activities
The Monitor Activities feature allows you to track, in detail, all interactions and actions performed by your agents in Zenvia Conversion.
With this feature, you can:
Analyze archived conversations, transfers, closures, and other activities.Track agent productivity.Evaluate the effectiveness of your
08. Hours and Holidays
The Hours and Holidays feature lets customers know when you are available to serve them. You can use this feature in situations such as:
If you have a specific department in your company, in which the attendants are only available for service on certain days and at certain times, (example: Tuesday
Contact Information in Zenvia Customer Cloud (Side Panel)
The contact side panel is a card that appears on the right side of the screen whenever you open or interact with a contact in Zenvia Customer Cloud.
It allows you to view, edit, and manage contact details without leaving the current screen, making your workflow faster and more seamless.
Where it app
How to create custom distribution rules
Zenvia Conversion Radar allows you to completely customize the way you would like to receive contacts from each channel. To do this, you will need to create a new distribution rule.
1. Go to Apps > select the desired channel
2. Go to "Distribution rules" and click "Create new."
3. A window will ope
How to integrate Facebook Lead Ads and Instagram Ads
Learn how to integrate to receive your leads on Zenvia Conversion
Facebook Lead Ads make it easy to generate leads. People just need to tap on your ad on Instagram or Facebook to bring up a pre-filled form with their contact details, ready to be sent directly to you.
With the Facebook Leads app
Automatic Distribution Settings
Global Automatic DistributionGlobal Automatic Distribution defines the rules for assigning conversations that will be applied to all groups. Some settings are default, while others must be configured when the feature is enabled.
Learn how to adjust these settings and establish limits in this article
Integration of Google Drive with Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.With this Zenvia Customer Cloud integration, it is possible to share Google Drive file links between users and contacts to send cloud-saved files via messages during their interactions.
In this
Quotes App
Quotes App is a feature integrated into Zenvia Conversion that simplifies the creation and sending of quotes to your contacts via WhatsApp. With Quotes, you can record and measure all sales made through our solution.
In Quotes, you manage your company's product catalog, configure additional fields t
How to activate the Google Drive app
Enable your agents to share Google Drive files with to customers
Zenvia Conversion allows you to send files hosted in the cloud from conversations with your clients, check below how to activate this function:
1 - Go to Apps and choose the Google Drive app:
2 - Next, choose the group in which you
How to analyze the performance of WhatsApp voice calls in service interactions
The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud.
Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the
Integrate Mercado Shops with Sales support
Important: Before following the instructions, make sure the feature is available for your access profile.Integrate your Mercado Shops account with Zenvia Customer Cloud to easily manage contacts who have made a purchase in your store.
Learn how to automate your sales process communications via Whats
Create an account and login to Zenvia Customer Cloud
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
How to update the working hours of your team
This functionality allows you to manage your team's work schedules instantly, without having to modify the settings for each agent.This allows you to define the work hours when an agent can receive Zenvia Conversion notifications. If the agent is not available, an alert will appear saying that it is
[Enterprise] 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
Transfer service
The Transfer service feature allows the Administrator or Agent to transfer a session to another agent or department.
By transferring the session to a specialized department or agent, the customer with the Administrator profile receives more effective and targeted support. Additionally, they get a fa
Consulting chatbot conversations
Important: Before following the instructions, make sure the feature is available for your access profile.On the Conversations screen, you can view all the interactions carried out by your chatbots. This space allows you to track how the interactions happened, search for specific customer information
Service Settings
Important: Before following the instructions, make sure the feature is available for your access profile.In Services, you can configure the names of the services provided by your company to classify support service tickets. Create a hierarchy between services to organize information clearly in Zenvi
WhatsApp Message Templates in Zenvia Conversion
Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion
URL shortener in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The link shortener allows you to transform long URLs into short versions that are easy to share and track.
With it, you can include cleaner links in messages, emails, or campaigns, keeping your c
How to organize and manage contacts in a list on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.In a contact list in Zenvia Customer Cloud, you can view your customers' information, including mobile phone, name, and email. Additionally, you can add new contacts, edit existing ones, or remov
05. Tags
The Tags feature is used to classify a call. You can create up to two levels of subtags for each tag. Thus, a main tag can have several subtags which in turn support more subtags. With this feature, you can identify your company's main demands.
To access it, go to Zenvia Chat - Administrator Profil
Send emails in Zenvia Customer Cloud
In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.
How to unlock dark mode in Zenvia Customer Cloud
The dark mode changes the interface menu, making navigation more comfortable, especially in low-light environments. It is **unlocked when your organization completes the steps suggested by the platform, which involve system integration, sales support, and technical support.
By following these steps,
How to send messages and use the inbox in sales
Important: Before following the instructions, make sure the feature is available for your access profile.The inbox is the space where you communicate with your contacts within the Zenvia Customer Cloud.Through it, it is possible to send text messages, audio, images, videos, documents, location, paym
Automation performance report in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud automation performance report provides information about a specific automation, including the total number of triggers, messages sent, impacted contacts, and performance rat
How to integrate and use the Facebook catalog in commercial service
Send your Facebook product catalog via WhatsApp directly in your commercial support conversations.
Create your catalog1. Go to the Commerce Manager in your Facebook Business Manager and click Add Catalog.
2. Set up the catalog and rename it with your company name (do not use the default name to avo
SLA Contracts Configuration
Important: Before following the instructions, make sure the feature is available for your access profile.SLA Contracts (Service Level Agreement) is a feature that manages response and resolution times for tickets.
With this feature, it is possible to have more control over the service level agreemen
How to integrate and use Shopify in the sales customer inbox
If you already have a Shopify store and are looking to optimize communication with your customers throughout the customer journey, transform shoppers into valuable leads, and accelerate sharing product details, integrate with Zenvia Customer Cloud. In this article, learn how to integrate and use the
How to set a greeting message for other sources
Learn how to send message templates to customers coming from channels other than WhatsApp or Messenger (e-commerce, forms, etc)To activate this function, follow the steps explained below:
1. Go to Conversation Channels on the left menu and choose the channel of your business (WhatsApp or Facebook Me
06. Custom analytics
The Custom Analytics functionality allows downloading analyses based on specific needs. The goal is to enable the Operation Administrator to extract custom analyses, allowing the export of specific data.
⚠️ Attention: This new functionality is available only for the Advanced Plan.
This article will
An Example of Integration with Zapier: Hubspot CRM
How Zenvia Conversion integrates with your lead generation apps through Zapier
In this example we'll look at a case that shows how you can manage leads from any platform using Zenvia Conversion.
For this to work, the app you'd like to integrate must work with Zapier. You can see some of the apps
How to create and apply tags to contacts in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Tags allow you to group and categorize the contacts in your database according to your organization's needs.
For example, you can segment customers based on their relationship with the company, s
Conditions for execution success expert agent
Important: Before following the instructions, make sure the feature is available for your access profile.After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially
Automations API: How to use and integrate with Zapier in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows you to initiate an automation through an API call on a third-party server or system.
In this article, we explain why to use Zenvia Customer Cloud's marketing automati
Add Integration Skill to the AI Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.This skill allows the chatbot to integrate with an external system to perform a specific action.
Some examples of these actions include retrieving user information, checking order statuses, or ge
Getting to know the features of the Chatbot List
Important: Before following the instructions, make sure the feature is available for your access profile.In the Chatbots List, you can find all the bots created, organized in a unified way.
This list allows filtering the chatbots by type, either by Artificial Intelligence, Qualification or Flows, an