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Results found: 122
How to set Emails in Standard Format
This email format, designed by Zenvia Conversion, is intended to simplify the app's connection with other systems, which is able to work with an email type that is very simple to construct.
Keep in mind that Zenvia Conversion prioritizes resolving bugs that occur in this format, so we recommend usin
05. Scheduled visits Analysis
Scheduled Visits is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on the quantity of scheduled and received physical visits in your company.
The metrics are derived from conversations held in the Sales module.
You can filter the data by groups and time period to
06. Scheduled test drives Analysis
Scheduled test drives Analysis is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on requests for demonstrations of your product. If your company is a dealership, for example, you can register all TestDrives for a car.
The metrics are derived from conversations held
Overview in Sales - Zenvia Customer Cloud
The Overview in Sales is a feature of the Sales module in Zenvia Customer Cloud. Here, you'll find an overview of the reports with metrics of your sales interactions, both from your users and your contacts.
⚠️ Attention: This feature is only available to users with Operator, and Admin profiles.
Ho
01. Deploy chatbots on channels and on your website
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 chatbot available on Instagram, you must have permanent administrator permissions for the company’s Facebo
API: Frequently-Asked Questions
Everything you need to work with our API
This article will answer the majority of questions you might have about Zenvia Conversion's API.
You can find a Postman collection with requests available for the Zenvia Conversion API here.
1 - How to upload leads using the API:
When you upload a lead v
Merger of Sirena with Zenvia Mexico: Incorporation of Corporate RFC
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.
Performance Dashboard in Zenvia Conversion
The Performance Dashboard is a feature in Zenvia Conversion that allows you to analyze data on the performance of your campaigns and the return on financial investment made through Zenvia Attraction and Meta.
For instance, suppose your company created a campaign for Black Friday and sent it to 100
What's new in Zenvia Customer Cloud
04/01 🛠️ Improvements
Improvement in Document Search for the IAG Chatbot
Now, the IAG chatbot responses are faster, more accurate, and more complete! Interactions generated from a FAQ skill have been optimized to provide better context for the question, resulting in richer and more precise answers.
Release Notes 2024
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
What is Zenvia Conversion
Zenvia Conversion is a solution that centralizes customer service across multiple channels, such as WhatsApp, Facebook Messenger, Instagram, and Webchat. It allows for quicker sending and receiving of messages to boost sales, increase conversion rates, and provide a better sales service experience.
How to Block Document Attachments
Request that document sending be blocked in groups or users in your account Zenvia Conversion
In Zenvia Conversion, you can choose to disable the option to attach and send documents that is available within each conversation. By default, this option is enabled, that means, the sending of documen
How does WhatsApp Business API works
Learn how it works and how we configure the WhatsApp Business API integration
Zenvia Conversion's integration with WhatsApp Business allows you to track all the conversations your business has via WhatsApp so that you can monitor and improve them.
You can also add notes and reminders, and schedu
04. How to configure chatbot Destinations
In Destinations, you decide where the conversation goes depending on the user's responses. The conversation can follow two types of destinations: a specific block or a default block.
The settings for the path the conversation should follow can be for a:
Specific Destination
You use a specific block
I Want to Sign Up for Zenvia Conversion
Frequently-asked questions about working with Zenvia Conversion
What are the requirements for starting to work with Zenvia Conversion?
Before starting the verification of your Business Manager, check that your industry is not included on the Facebook's List of Banned Content.
Did you check? Gr
I'm Not Receiving Zenvia Conversion Browser Notifications
Find out what to do if you are not receiving notifications on the desktop version
For 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 websites
Check that notifications are activat
01. Overview of Channels in Zenvia Customer Cloud
The Channels module of our solution integrates conversational channels with other Zenvia Customer Cloud modules, allowing your company to provide effective customer service through practical and unified communication.
⚠️ Attention: This feature is only available to users with Operator or Admin profi
Status Settings
Status indicate the current situation of tickets in Zenvia Customer Cloud. Configure them to monitor the progress of support service.
You can create custom statuses to facilitate organization or use the default options: Pending, Cancelled, In Progress, Closed, New, and Resolved.
⚠️ Attention: Featur
Frequently asked questions Zenvia Chat - FAQ
Do I need to pay to start using it?
No, you don’t. As soon as your account is activated, you can start using it. The billing will come afterward.
When will I receive the invoice?
The invoice is sent between the second and third business day of each month to the email of the person who made the pur
06. Integrating the SMS channel in Zenvia Customer Cloud
The SMS channel allows for the sending of text messages and is widely used for managing marketing campaigns.
Customers with an active plan have access to various channels, including SMS. The channels are available in a single package with their respective unit prices. To learn more, check out the ar
How to prioritize apps
Each app can have a defined priority level with regard to other integrations. By default, the channels or apps have no priority ranking, so the order of service for contacts is based on the order of arrive (the first to arrive is the first to receive service).
To assign priority rankings to each
06. Send and receive RCS messages in Sales
Send and receive RCS messages directly in Sales and provide an integrated and smooth service experience.
⚠️ Attention: This feature is available for users with the Agent, Operator, and Admin profiles.
How RCS works in Sales
RCS Message Overflow: RCS messages sent through mass blasts or by Chatbots
What is a WhatsApp session
The WhatsApp Business API offers several advantages for businesses, with one of the main benefits being the ability for multiple users to access the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has defined rules to prevent misuse of the platform.
What is a ses
How to edit fields in HSM (pre-approved templates) on your phone
How to edit fields in HSM (pre-approved templates) on your phone
Edit the HSM (Highly Structured Message) messages on the conversation screen. At the moment, only available for Android.
From your Android phone:
1- Enter the conversation in which you want to send the message.
2- Select the te
Integration of Webchat with Zenvia Conversion
Webchat is a multimedia communication channel native to Zenvia, designed for more agile and convenient customer service with unlimited message exchanges within websites and applications.
Conversations initiated by your customers via Webchat will appear in the Inbox as usual (located in the menu side
06. How to use variables for broadcast messages
Variables allow you to personalize information at the time of sending the message, making it specific to each recipient.
⚠️ Attention: This feature is available only to users with Operator or Admin profiles.
There are some differences between the sending options you might notice when accessing the r
Hide Contact Numbers
Learn how to activate and deactivate this feature in a few steps
If it's important for your business to hide client phone numbers, you can set Zenvia Conversion so that this information does not appear.
You can make these changes by going to Settings > Groups & Users > three dotes to the righ
08. Best practices for creating and sending WhatsApp message templates
Message templates, also called templates, are standardized and pre-approved messages by WhatsApp, used to initiate conversations following Meta's guidelines. In this article, you will find best practices for creating templates, structuring messages, and using them correctly in Zenvia Customer Cloud.
01. Channels
In this Channels report, we have access to information regarding service across all channels (except the voice channel, which has a separate report due to its unique characteristics).
To access the digital channels, go to Zenvia Chat - Admin Profile > Analysis > Channels.
At the top of the page, we
[Enterprise] Support service API access schedule and limit
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
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
How to set up Zenvia Conversion Bot
At Zenvia Conversion, we have come to understand that the key to success in communications for any company is quick response times.
And it is precisely to solve this problem that Zenvia Conversion's Bot can help you! To configure both WhatsApp and Facebook Messenger and Instagram, follow these steps
02. Profile Permissions
The Profile Permissions setting allows you to create customized profiles to access specific functions in the Zenvia Chat Admin panel.
Such as a Supervisor profile, which can have access to the dashboard and reports, but does not have permission to configure channels, for example.
To add a new profi
Android and iOS Incidents
Try the following steps if you are experiencing difficulty with Zenvia Conversion's mobile app
Occasionally, you may experience issues with your Zenvia Conversion app, whether you use it on Android or iOS. If you are having this problem, you can try the steps below:
1 - On your phone, go to
02. Handling and Transferring Support Conversations
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 rules for closing and expired conversations.
⚠️ Attention: Feature available for Agent, Operator, and Adm
How to turn on notifications in Zenvia Conversion
Understand how to turn on notifications on both mobile phone and computer.
Phone:
If you're not receiving notifications, first check that your phone is connected to the internet and that the time settings are automatic.
How to check my notifications?
For Android, you can find a "Receive test notif
Set the default email for support service actions
The default email is the email account automatically used for sending transactional messages in the Zenvia Customer Cloud Serve journey. This means that any email triggered by system triggers during support service will be sent from the email configured as default.
Usage exampleIf a ticket has trigg
01. Account Preferences
Here, you should configure the preferences related to the features and apply them to your entire account.
To access this feature, go to Zenvia Chat - Administrator Profile > Settings > Account Preferences.
Automatic Distribution
By enabling the direct and automatic distribution feature, the follo
Zenvia Conversion Features
Answers to common questions about Zenvia Conversion's various features
Can you send bulk messages through WhatsApp?
Yes, the feature is called "Distribution Lists" and allows you to send between 100 messages (basic plans) and 500 messages (PRO plans) a day and with WhatsApp's official approval
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
03. Link a Channel to the Chatbot
Keep track of your customers wherever they are. Link your chatbot to conversational channels and automate all your operations.
In this article:
Link a Channel to the Flows Chatbot
Link a Channel to the Generative AI Chatbot
Prerequisites
The integration of the channel you want to use is first don
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
05. Usage Limit
This feature allows customers to limit the consumption of interactionz generated by trigger automations, helping them control costs, better manage interactions with their customers, and avoid unexpected expenses.
⚠️ Attention:This feature is available for Administrator/Operator user profiles.The u
WhatsApp rules and definitions
Below, you will find answers to some frequently asked questions related to account activation, message templates, session opening, and WhatsApp number classification.
Account Activation How to activate the WhatsApp Business number?To activate your WhatsApp Business number, follow these steps:Create
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
05. Integration of Zapier com Zenvia Customer Cloud
The integration with Zapier simplifies the connection of applications used with Zenvia Customer Cloud, enabling task automation and facilitating contact management. Zapier operates through events called "Zaps."
A Zap or event is an action performed by an application configured to impact another. Be
Link a Meta account to create Ads
To run ads with a click to WhatsApp, it is necessary to connect your Facebook Page to WhatsApp Business.
If you receive the error message when boosting a post in Zenvia Customer Cloud: "It was not possible to create the ad. Access your Meta Business Manager and check if there is a linked WhatsApp ac
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
How to Create a CSV File for Bulk Uploads
Ensure that your file is free from errors when you upload your database
When a CSV file doesn't fulfill the necessary requirements to upload a database containing multiple clients, Zenvia Conversion will display an error:
To avoid this, follow the steps below:
1 - Create a spreadsheet with Goog
06. Consult ZIP code in Chatbot
In Zenvia Customer Cloud, the action Consult ZIP code can be used to retrieve details of the zip code entered by the customer. It receives the number entered by the customer during the conversation and from there, it retrieves additional data such as: Street, Neighborhood, City, and State.
It is rec
04. Customer service structure
Understand how the hierarchical structure of service groups and channel assignment works in Zenvia Customer Cloud.
Access the structure
To view the structure, follow these steps:
Go to Sales > Settings > Customer service teams;
Click on Customer service structure.
Understand the structure
The str
15. Integrate OLX with Sales
The integration between Zenvia Customer Cloud and OLX allows capturing leads generated by OLX ads and managing them directly on the platform. For example, leads from real estate ads can be automatically distributed to the sales team, with status tracking, agent assignment, and centralized service in
Why we use Sessions on Facebook Messenger and how they are calculated
Why is it limited when I can start a conversation? What are the costs of using the Facebook API?
Just like WhatsApp, using the integration with Facebook Messenger has a variable login cost, which will be added to the plan you have contracted with Zenvia Conversion.
Why are Zenvia Conversion sess
Additional fields for tickets
Additional fields allow you to collect more detailed information during ticket registration, offering flexibility to customize the system according to your business needs.
Who can configure additional fields?The configuration of additional fields can only be performed by users with Agent, Operator,
04. Support Conversations Analysis
The Support Conversations report in Zenvia Customer Cloud provides detailed information about the Support Service conversations. Use it to analyze and generate comprehensive reports on your chat support interactions.
⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin
13. Integration of RD Station with Zenvia Customer Cloud
The integration between RD Station and Zenvia Customer Cloud allows you to automate the sending of leads generated in RD Station directly to Zenvia Customer Cloud. This way, you centralize the management of your contacts and optimize your sales campaigns, ensuring no lead is lost.
⚠️ Attention: This
Integration of Zenvia Conversion App and Zapier
Find out what is it and how can help your business
Zapier is a site that allows you to easily integrate the web applications you use, making it very easy to automate tasks.
With the help of Zapier, Zenvia Conversion can be integrated with multiple applications that streamline the management
Report: Resolution
Understand how to analyze the closing reasons in this report.
This report is useful to know the closing reasons for the agent's conversations. In addition to allowing you to see this information in total amounts and view them over a period of time, so you can identify opportunities for improvement
Contact profile in Zenvia Customer Cloud
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 contact's profile.
⚠️ Attention: Users with the Agent profile can only view contact data. Only users with t
02. Conditions and usage of InteractionZ
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
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
Contact List in Zenvia Customer Cloud
Contact lists allow you to organize and segment contacts efficiently, making it easier to send targeted messages and personalized campaigns. Below, learn how to create, manage, and use lists in Zenvia Customer Cloud.
⚠️ Attention:
A contact can belong to multiple lists simultaneously, with no quanti
03. How to change my plan
Change your plan directly in the Zenvia Customer Cloud. You can easily and quickly change your subscription by following the steps below.
⚠️ Attention: The plan change can only be made by users with the Admin profile.
Step-by-step guide to change your plan
Log in to your Zenvia Customer Cloud accou
Facebook Messenger Integration
Respond to customers who contact you via Facebook Messenger
Zenvia Conversion allows you to respond to customers who contact you through your Facebook page or your Messenger Ads. In this way, you will have access to one of the most commonly used messaging platforms in the world.
To activate this i
01. Check payments and billing of Zenvia Customer Cloud
In Zenvia Customer Cloud, you can generate the 2nd copy of your invoice, check your payment history, view the status of paid, pending, and canceled invoices, and issue an invoice in Settings > Billing.
Access billing
⚠️ Attention: This functionality is only available for users with the Viewer or A
04. Integrate Tiny with Zenvia Customer Cloud
The integration between Tiny and Zenvia Customer Cloud allows you to automatically import your contact base, making it easier to use the data stored in Tiny for various communication journeys offered by Zenvia Customer Cloud.
The process is simple: just start by generating the API Token in Tiny and
14. Assigning customer service in WhatsApp broadcasts
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 broadcasts, distributing inquiries among your team members.
⚠️ Attention: This feature is available only to users
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 Fac
05. Integrating the Instagram channel into Zenvia Customer Cloud
Instagram is a messaging platform that allows sending texts, photos, videos with effects, and personalized interactions such as selfie stickers and reactions. In Zenvia Customer Cloud, it is available as a channel for Commercial Support, Customer Support, and Chatbots.
⚠️ Attention: The integration
[Enterprise] People Configuration: Teams and Access Profiles
The configuration of People allows centralized permission management, ensuring that each user in Zenvia Customer Cloud has access only to the information relevant to their role, in a secure and personalized way.
⚠️Attention: Functionality available only for Operator and Admin profiles.
How to config
05. SLA Details
In SLA Details, you can view all the information about the SLA of Support service tickets.
Find information about:
Details
Monitoring
Notifications
⚠️ Attention: This feature is available for Viewer, Agent, Operator, and Admin profiles.
How to View SLA Details
To access the SLA details, follow thes
02. Add and Manage Content in the Knowledge Bases
Add content to serve as the knowledge source for your chatbots and turn your information into an automated tool to solve user questions, inquiries, and possible issues.
In the Knowledge Bases, you add files or URLs that the chatbot will use as a source of information to provide faster and more effec
WhatsApp Business monitoring and violations policy
WhatsApp monitors and alerts business accounts that repeatedly violate the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, or the WhatsApp Business Terms of Service.
Activity notice: How does it work?WhatsApp Business accounts that violate these policies receive a notification with
03. Intelligent response based on the internet in Chatbot
Intelligent response based on the internet content is used to generate intelligent messages automatically using Artificial Intelligence (AI). This action is commonly applied in cases where the chatbot is prepared to respond to a series of topics regarding the brand's product/service in a generative
Sales contact management
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 interests, contact origin, responsible agent, and the status of the interaction.
⚠️ Attention:
This functio
[Enterprise] 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
Sentiment analysis in Zenvia Customer Cloud: What it is and how it works?
Learn how this feature uses Artificial Intelligence to evaluate interactions, where to access it in Zenvia Customer Cloud, and how to interpret the results.
1. What is sentiment analysis?Sentiment analysis is a feature that uses Artificial Intelligence to evaluate the content of interactions with yo
13. Enable direct and automatic distribution
By enabling direct and automatic distribution to all departments, the user can quickly and easily configure preferences related to functionalities and apply them to the entire account, including all agents and departments. This activation automates the processes carried out manually by the agent a
02. Sales support group settings in Zenvia Customer Cloud
Manage and organize how users are grouped and how the support tickets are distributed among them.
In this article, you will learn:
Edit group nameChange a user's groupConfigure group rules and parametersDefine how contacts will be assigned to the groupEnable automated triageConfigure automatic closi
[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
How to organize and manage contacts in a list on Zenvia Customer Cloud
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 remove them, organizing your database as needed.
⚠️ Attention: This functionality is available only for users
[Enterprise] Account Settings: Company, Parameters, and LGPD
In the Account settings of the Enterprise Support Service module of Zenvia Customer Cloud, you can find important information about your company, options to customize system parameters, and privacy policies to comply with the General Data Protection Law (LGPD).
⚠️Attention: Feature available only fo
02. Conditions for execution expert agent
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 the rules we set to determine whether a contact will be impacted by an automation.
⚠️ Attention:This fea
How the Unassigned List Works
The Unassigned List can have different functions within the Chat section in Zenvia Conversion. Depending on the scenario, it may refer to contacts not linked to a user or contacts assigned but not yet addressed by any member of your team.
If the Unassigned List is activated, you have visibility of
Different Distribution Method from What Was Configured
In this article, you'll learn how to verify what distribution rule was applied to a particular client.
Occasionally, a client doesn't follow the distribution method you have set up as a default method for your groups.
This can happen when a client comes in via a distribution rule particular t
02. User access profiles in Zenvia Customer Cloud
Manage the users added in Zenvia Customer Cloud and define which software features each can access.
⚠️ Attention:
Only users with the Admin profile can grant access permissions and have access to all account functionalities.
Restricted profiles: Viewer, Agent, and Operator have specific access perm
02. 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
Additional Fields
In Zenvia Conversion, Pro Plan customers can add additional fields that are customized to your business, improving the organization of important information in the platform and making it easier for your team to access.
Additional fields can be simple text (open), dropdown (multiple options) or date
04. Intelligent response based on file in Chatbot
The action Intelligent Response based on file is used to automatically generate intelligent messages using Artificial Intelligence based on the files uploaded to the AI Library. This action is commonly applied in cases where the chatbot is prepared to respond to a series of topics regarding the bran
16. Transfer contacts to sales support in WhatsApp broadcasts
Send WhatsApp messages in bulk and maintain conversations with your customers through human or automated support in Zenvia Customer Cloud. This ensures a continuous and smooth experience for your customers, while also increasing your chances of sales and conversion.
SpecificationsSupported Channel:
[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
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:
Zenvia Conversion Integration with Zenvia Bots
Integrate your Zenvia Bots account with Zenvia Conversion to extend your presence in various conversational channels, build communication flows and automate messages with your customers.
⚠️ Note: For this integration you need to hire the Zenvia Conversion solution and the Zenvia Bots tool.
Learn mor
05. Transferring the service of chatbots from flows to humans
Learn how to configure the transfer of a chatbot flow conversation to a human agent.
This process ensures that the customer receives the necessary support, even when the chatbot is unable to resolve the demand on its own.
Step-by-step to configure assistance transfer To configure the assistance tran
07. How to adjust and correct rejected templates on WhatsApp
If your message template was rejected on WhatsApp, you can edit it, delete it, and create a new one to ensure compliance with the platform's guidelines.
How to Edit or Delete a Message TemplateGo to Settings > Message Templates > WhatsApp.Find the rejected template.Click on the template options menu
[Enterprise] 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
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 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
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
Start a customer service with a WhatsApp Message Template
Message templates in Zenvia Customer Cloud are used to initiate or reestablish a conversation in the Customer Inbox.
These templates, created by you, undergo content validation by Meta, ensuring their effectiveness. Once approved, they can be used to initiate conversations with your contact base.
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