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

Learn how to set up business hours in Zenvia Customer Cloud, including weekdays and start and end times for the shifts. Team working hoursAny user profile can configure working hours to control availability and ensure the correct distribution of service requests. How to set up working hours1. Go to

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.

 When you decided to start verification, you may find that the button looks like this: If this is the case for you, here are a few options for enabling it: a) You can try creating an ad campaign with a link to WhatsApp Business. After you create the campaign the button should be enabled. b) If it s

Starting from 11/01/2024, the company Sirena Mexico Rodati Servicios S.A. de CV will be incorporated by Zenvia Mexico S. de R.L. de C.V. Get your questions answered about this change.

To ensure optimal availability and performance of our platform, Zenvia Customer Cloud has implemented enhanced mechanisms for API access control. These measures are designed to optimize usage and prevent operational overload. API Access Times and LimitsFrom 7:01 AM to 6:59 PM: The APIs have a maximu

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Follow the steps below to integrate the Bling Business Management System with Zenvia Customer Cloud. 💡 Tip: To understand more about this integration, read the article Overview of Bling. S

Important: Before following the instructions, make sure the feature is available for your access profile.If you need support in Zenvia Customer Cloud, you can open a ticket to resolve doubts, request adjustments, or report issues. Additionally, it is possible to track the status of your tickets and,

Learn how access profiles and group hierarchy work in Zenvia Conversion. OverviewZenvia Conversion allows you to organize your team into hierarchical groups and subgroups, making it easier to structure your support operation. Each user has an access profile that defines: The available features;The c

Important: Before following the instructions, make sure the feature is available for your access profile.The integration of TikTok Instant Messaging Ads with Zenvia Customer Cloud allows for seamless handling of WhatsApp messages generated from TikTok Ads. It also enables Click-to-WhatsApp conversat

Send and receive Instagram Direct messages directly in the Zenvia Customer Cloud commercial inbox, centralizing the conversation flow and ensuring agility in customer service. Requirements for UseFacebook Account with linked Instagram business account connected to Zenvia Customer Cloud.Instagram Pag

Find out if your customer's contact number is valid or not in this guide to help you better understand message delivery errors in Zenvia Conversion. Possible Message Delivery Errorsa. Invalid WhatsApp NumberWhen adding a new contact and trying to send a message template to start a conversation in th

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to manage conversations in the support inbox of Zenvia Customer Cloud. Understand the support flow, agent or group transfers, linking conversations to tickets, and the

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

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to configure the integration between WBuy and Zenvia Customer Cloud. 💡 Tip: To better understand what WBuy is and how it works with Zenvia Customer Cloud, access the a

Important: Before following the instructions, make sure the feature is available for your access profile.RFV stands for Recency, Frequency, and Value. It is a methodology widely used in marketing and customer analysis to segment and prioritize audiences based on their purchasing behavior. The centra

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

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:

Whenever a ticket is updated, the system checks if any support specialist agent has conditions configured for that scenario. If so, the actions linked to that agent are executed automatically. This is the final step of the agent configuration, where you define the success actions to be taken, such a

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

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

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

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