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Technical Documentation

Specifications For reference, technical documentation is available at: https://conversion.zenvia.com/ The technical documentation is written in English. OpenAPI Specification (Swagger) We also have specifications in OAS / Swagger format: https://conversion.zenvia.com/#section/G

How to Request Account Expansion

Learn how to move up to the Pro Plan, add a new line, or add new users in Zenvia Conversion We're happy that you're considering growing with us💪🏻 To move forward with your request, fill out this form completely to ensure it is sent correctly. Don't worry, this form is not binding. You

How to create and manage email templates in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Email message templates allow you to send personalized communications to your customers, automating processes and optimizing customer interaction. You can create email templates to use in marketi

Create an email with the Zenvia Customer Cloud builder

The Zenvia Customer Cloud email builder allows you to quickly create visually appealing marketing messages without needing any code. You can use ready-made templates or build your email from scratch by combining content blocks and layout rows. Before you beginThis article explains how to use the bui

File Request: Receiving Multimedia Content

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the File Request feature allows your customer to request a file during the chatbot conversation. For example, if the user needs a document to proceed with the assistance

Edit audience settings

A custom audience is an advertising targeting tool that allows you to reach people who have already interacted with your brand on Meta's platforms. This segmentation can increase the effectiveness of your ads. Minimum Audience Size For your ads to be displayed, the minimum audience size must reach 1

Report: Quotes

Learn about your team's performance with respect to quotes and sales This panel provides key information about quotes that are on hold, rejected, and those that have been converted to sales, as well as billing over a given period. On hold Total quotes pending approval by the contact, in co

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

Salesforce in Zenvia Conversion

You can receive and manage leads from Salesforce in Zenvia Conversion First, to connect Salesforce to Zenvia Conversion, the client will need access to the API. Go to Integrations > Salesforce and verify your domain. This domain or link is the address for your Salesforce account. Once it has b

Zenvia Customer Cloud for Devs (APIs)

Start your journey with Zenvia Customer Cloud for Devs (APIs)Access resources, information and tutorials to get started with our APIsZenvia offers two main types of API integration in Customer Cloud: CDP (Customer Data Platform) APIs and Functional APIs. Each group serves different purposes and

How to edit a user’s information, role, and group

This article teaches you how to edit an existing user's information, including their role (permission), group (team), and other profile details. Required permissionsOnly users with the User Administrator role can make changes to profiles. 🔗 See the article How to choose a user's role to understand

How to clear cache, cookies and site data

It's possible that when Zenvia Conversion makes a change or resolves an issue, you'll need to clear your browser cache for the change to take effect. To clear your browser cache, cookies, and site data, please follow the next steps: 1- If you are using Google Chrome, the best browser to use Zenvia C

Quotes Analytics

Important: Before following the instructions, make sure the feature is available for your access profile.Track your Quotes in the Analytics module of Zenvia Customer Cloud. In this panel, you'll have visibility into profits and quotes pending, rejected, and converted into sales. How to analyze Quote

Tips for getting your Business Verified on Facebook

To be verified as a Business Manager on Facebook, you'll need to follow the steps listed in this article. But even after you have followed those steps, there are certain requirements that may cause your request to be rejected if you don't comply with them. If that occurs, keep the following in mind:

Register and track visits and test drives in commercial service

Learn how to install, use, and track the results of the Visits and Test Drive integrations in Zenvia Customer Cloud. These two features are ideal for companies that serve customers in person, such as car dealerships, retail stores, and sales teams that schedule demos or meetings. Both apps allow sch

Tickets API

The Zenvia Customer Cloud Tickets API allows you to integrate your external systems with the platform, automating the creation, editing, and retrieval of support tickets without needing to access the platform manually. In this article, learn the key concepts, how ticket structure works, and how to u

WhatsApp account settings in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Managing your WhatsApp account ensures that it is configured according to your needs and preferences. After activating the channel, you can: Customize the profile: Change your account’s appearanc

Rules for sending SMS messages

Important: Before following the instructions, make sure the feature is available for your access profile.To send SMS messages in Zenvia Customer Cloud, it is necessary to understand some rules regarding the number of characters and types of messages allowed. In this article, learn how these rules wo

How to integrate leads coming from email with Zenvia Conversion

Emails from platforms, Molusco Format, and customized emails Most of the channels generate contact information that is processed via email, these can be company page forms, landing pages, email campaigns, Google Adwords, external providers. For this to occur, the emails must be re-sent to a unique

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

Add FAQ Skill to the AI chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The FAQ functionality allows the chatbot to provide specific and detailed answers to frequently asked questions, using content previously configured in the knowledge base. This process is enhance

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

Exporting message broadcast reports 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 export a dispatch report so that you can obtain details of a specific delivery, including the delivery status per recipient. This list is exported to a .csv fi

WhatsApp Business monitoring and violations policy

Important: Before following the instructions, make sure the feature is available for your access profileWhatsApp monitors the use of business accounts to ensure compliance with its policies. If any guideline is violated, the account may be warned, temporarily restricted, or even permanently deactiva

03. Zenvia Chat integration with RD Station Marketing

RD Station Marketing is a marketing automation software that helps with capturing, managing, and communicating with customers and leads (potential clients). Zenvia Chat has a native integration with RD Station Marketing, allowing conversations initiated through the tool, via any channel (chat, voice

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

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

Automation of Transactional and Conversational Messages through API

How you can automate your conversations and messages through the Zenvia Conversion API Zenvia Conversion allows you to automatically send messages in any conversational channel (WhastApp, FB Messenger, etc.) through its API. This is very useful for various use cases, such as: Sending notifica

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

Registration of WhatsApp message templates in Zenvia Customer Cloud

WhatsApp message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a template for a welcome campaign that is automatically sent whenever a new customer registers. Message templates go through an approva

How to contact Zenvia technical support

Need help? The Zenvia Support team is here to guide you! Check our service channels right now and learn how to open your ticket to receive the assistance you need. 🔍 Finding helpTo ensure the quickest solution for your need, use the appropriate channel: Help Center - You are here! Your first resour

Here are the available articles from Zenvia Conversion

Welcome to the Zenvia Conversion Help CenterOn this page you will find all the documentation for using Zenvia Conversion, organized by categories and most popular topics. Search for information and resolve your doubts about first steps, our resources, and general settings here or using the side menu

SLA Details

Important: Before following the instructions, make sure the feature is available for your access profile.In SLA Details, you can view all the information about the SLA of Support service tickets. Find information about: DetailsMonitoringNotificationsHow to View SLA DetailsTo access the SLA details,

I'm Not Receiving Zenvia Conversion Browser Notifications

Find out what to do if you are not receiving notifications on the desktop versionFor a better performance of Zenvia Conversion, you need to install Google Chrome. You can install it by clicking this link. I'm not receiving notifications from any websitesCheck that notifications are activated in your

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

04. Serving customers - Service Inbox

One of the most important pillars of Zenvia Chat is the ability to unify communications from different channels (Web Chat, WhatsApp, email, etc.) into a single interface. This way, the main screen allows you to manage all your contacts more efficiently, making your customer service more agile and pr

Creating a Generative AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.With the Generative AI Chatbot, you can implement a personalized conversational experience on your company's website or on channels like WhatsApp Business, without the need to write complex code.

Support inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The support inbox in Zenvia Customer Cloud is the environment where conversations between agents and customers take place via tickets. In the inbox, you can view conversations organized by status

Boost post

Boosting posts allows you to increase the reach of your posts and attract more interactions. By turning a post into an ad with a click to WhatsApp, you can direct communication to a specific audience by choosing characteristics such as location and interests. This way, you facilitate direct contact

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

API Call in Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the API Call feature allows users to include an API within their chatbot. An Application Programming Interface (API) is a way for one program to interact with another, h

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

Overview of Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Tickets are the main feature of the Zenvia Customer Cloud Support Service module. Here, you centralize all the data and support requests of your support team. Tickets have customizable panels an

Team Performance Report

The Team Performance Report aims to facilitate the analysis of each consultant's performance and the team as a whole regarding contacts entered within a specific period. The data in the Team Performance Report pertains to the Chats module. 💡 Tip: This report includes a date filter that determines t

Deploy chatbots on channels and on your website

Important: Before following the instructions, make sure the feature is available for your access profile.This guide aims to help you make your chatbot available on Instagram, ensuring it is ready to interact with users as soon as messages are sent to your business account. ⚠️ Attention: To make a c

General organization data in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Track activities and results to understand how your organization is operating. Go to Homepage to, in one place: Evaluate the impact of integrations with management systems.Monitor sales and servi

Ads overview: Requirements and performance analysis

Click-to-WhatsApp ads connect your audience directly to your business, allowing users to be directed to a conversation on WhatsApp with just one click. This functionality enables immediate initiation of commercial interactions and facilitates contact with potential customers. By using click-to-Whats

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

How to perform Business Verification on Facebook

Learn how to verify your business on Facebook to access WhatsApp functions

Integrations in Zenvia Conversion

In the left sidebar menu, you'll find the Integrations module in Zenvia Conversion. Here, you can view, install, and configure integrations and applications, such as CRM, ERPs, lead providers, sales websites, and communication channels like WhatsApp, Facebook, Instagram, and Webchat. Let's say you h

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

Importing contacts from a file to Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.This article teaches you how to import contacts into lists by sending a file. This way, you send your entire contact base simply and quickly. Accessing the featureYou can start the import in two

WhatsApp Coexistence: What it is, requirements, and how to use it in Zenvia Customer Cloud

The WhatsApp Coexistence allows you to connect your WhatsApp Business application to Zenvia Customer Cloud using the same phone number, without needing to uninstall the app or lose recent contacts and conversations. This way, your company can gradually migrate to the Meta Cloud API, testing and adap

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

04. Contact Database in Zenvia Conversion

Zenvia Conversion

Exporting a custom message broadcast report

Learn how to create and extract custom reports in Zenvia Customer Cloud.

[Enterprise] Text editor tools for support service

Learn about the text editor features available in the solution, used to format and personalize content in areas such as articles, tickets, and forms. This article explains where the editor is applied and how to use its tools to facilitate the creation and editing of information. Features that use th

Registering a domain and adding email address

Important: Before following the instructions, make sure the feature is available for your access profile.The email domain is the entire part of an email address that comes after the @ symbol. You can create a custom domain with your company's name to give more authenticity to your messages. This art

Setting Up a Chatbot for Click to WhatsApp Campaigns

Important: The Click to WhatsApp campaign integration feature is currently in beta. To use it, please contact the Zenvia team and request activation for your account. If you're running Click to WhatsApp (CTWA) campaigns on the Meta platform, you can integrate them directly with your Zenvia Customer

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

04. Departments

Departments are specific areas within a company that determine how employees divide their tasks. In Zenvia Chat, you can create or edit departments to allocate agents to different departments according to their role, such as: support, sales, finance, legal, etc. In this article you'll see how to ac

Message sending errors in the Sales Customer Inbox

When a message is not delivered to the commercial service inbox, it is important to understand the reason for the error in order to take the correct measures. Error messagesIn the inbox, located under Sales > Customer Inbox, you will see two types of messages related to errors: Short and informative

Create Qualification chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Improve customer service efficiency by automatically routing each request to the most suitable department or agent by creating Automated Triage. Example Use CaseImagine your company receives a la

Registration of SMS Message Templates in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.SMS message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template that wi

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 edit distribution methods for a group

Edit the client assignment method for each group The available distribution rules we have are: Manual (or shark tank) All available agents will receive a notification at the same time whenever a new client comes in. The client will be in the portfolio of the first agent who takes them from the U

Introduction to the Meta Ads Manager: Concepts and features

Understand the key concepts of the Ads Manager structure and how they work to maximize the performance of your campaigns. In this article, we will cover: Campaign Structure Meta's Ads Manager organizes campaigns into three main levels: Campaign, Ad Set, and Ad. Each of these levels plays a role in

[Enterprise] Indicators: How to use and configure dashboards and filters

Use the Indicators to monitor ticket performance, including metrics such as open, resolved, canceled, and reopened tickets. In this article, see: What are IndicatorsHow to access the IndicatorsHow to configure dashboards and filtersUsing the IndicatorsAnalyzing the Indicators⚓︎ What are IndicatorsT