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Results found: 68
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
How to create and configure variables in a chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.Variables allow you to store and reuse information throughout the chatbot conversation flow. With them, you can personalize messages, save user responses, control steps, and much more. There are
Zenvia Customer Cloud Flow Chatbot and How to Use Variables
Learn more about how to perform validation and direct the user to different paths, as well as how to use variables in the Flow Chatbot of Zenvia Customer Cloud.
ContextThe Zenvia Customer Cloud flow chatbot does not have a native “time validator.” However, you can build this logic using variables an
How to set up handoff variables for human agents in Customer Cloud
If you use another Zenvia platform to triage your customer service interactions and have already configured interoperability with Customer Cloud, this guide will show you how to correctly send customer information to the human agent.
In this article, we will focus on configuring the handoff variable
How to Use the Chatbot Builder
Important: Before following the instructions, make sure the feature is available for your access profile.The Chatbot Builder is the space where you create, configure, and test the behavior of your chatbot. Here, you can build intelligent conversational flows, define channels, set up variables, and m
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
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
10. Automatic Messages
The Automatic Messages feature are messages that can be fired based on triggers, using variables in the text, configuring different departments and establishing recurrence of sending, i.e. after how long (it is possible to configure the time) the message will be resent. This feature allows the 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
Start a customer service with a WhatsApp Message Template
Important: Before following the instructions, make sure the feature is available for your access profile.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
Support expert agents: what they are and how to create them
Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met.
These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certa
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
Sending and receiving Instagram messages in the sales service
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
How to create and use quick reply messages in sales service
Important: Before following the instructions, make sure the feature is available for your access profile.Quick replies are message templates used to streamline communication during a conversation. They can be sent in recurring situations, such as when a product is out of stock or when a contact send
07. Quick responses
Quick responses is a feature used to standardize and speed up customer service. With this feature, the agent can respond more quickly to customers, as they don't have to type long and often repetitive content, since the answers are already saved.
In this way, the benefit of using quick replies is t
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
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
Transactional Messages with Zapier
With Zapier, you can send automated messages without needing to know how to code.
This guide will show you how to use Zenvia Conversion to pull contact details from a Google Sheets spreadsheet and use them to send an automated WhatsApp message.
Step-by-stepCreate a Zap in Zapier
Go to Zapier.com and
Send SMS messages in Zenvia Customer Cloud
In this article, you will find information about sending SMS messages in Zenvia Customer Cloud.
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
Actions of support specialist agents
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
Troubleshooting Data Validation in Zenvia Customer Cloud
When creating a conversation flow for your chatbot in Zenvia Customer Cloud, it's common to set up validations to ensure the information provided by users is correct. This data might include a Social Security Number (SSN), email, phone number, order number, among others.
However, sometimes a configu
Use of buttons in WhatsApp message templates
Buttons help make interactions more dynamic and facilitate customer responses. In Zenvia Customer Cloud, when creating a message template, you can use different types of buttons, depending on the category of the chosen template.
Meta defines two main types of buttons that can be used:
Call to Action
How to use the Open field in a flow chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.The Open Field feature allows the chatbot to collect personalized user information.
This setting can be used to capture any type of textual input or validate specific data, such as emails and pho
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
Send emails in Zenvia Customer Cloud
In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.
Creating CSV files for import
Important: Before following the instructions, make sure the feature is available for your access profile.A CSV file (Comma-Separated-Values) is a type of file that you can create or edit in Excel, Google Sheets, OpenOffice Calc, among others. It is used by Zenvia Customer Cloud to configure personal
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
Why is my billing split between VAS and Licensing?
La división de su cobro entre Licenciamiento de Software y SVA (Servicio de Valor Agregado) se realiza por motivos fiscales. La suma de ambos montos corresponde exactamente al total de su plan; no se trata de un cobro duplicado.
Entienda cada concepto:
Licenciamiento de SoftwareSe refiere al uso de
04. How to export your customers to Google Sheets
Download your clients to a Google spreadsheet.
Zenvia Conversion allows you to export your clients to a Google spreadsheet using a wide variety of filters. Here I will show you how:
1- First, you should go to Integrations and search for the integration by clicking on the + symbol at the botto
[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
Best practices for creating and sending WhatsApp message templates
Important: Before following the instructions, make sure the feature is available for your access profile.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 p
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
10. Notification of WhatsApp Templates via Zenvia Chat
The WhatsApp Template Notification feature allows agents to send notifications (WhatsApp HSM) in a conversation that already has a service history in Zenvia Chat.
This enables the agent to re-establish contact easily through an active message for customers who have already been assisted via Zenvia C
All available articles
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
How to Set Up the Zenvia Bots plugins
Check which additional configurations you'll need so that the Zenvia Bots will work correctly
First, you'll need to integrate Zenvia Bots. For more information about how to do this, see this article.
If is correctly integrated, you'll see an OK in green, as shown below:
To see the API Key f
Integrate WooCommerce with Sales
Important: Before following the instructions, make sure the feature is available for your access profile.Integrate WooCommerce with the Commercial Service to automate messages and make it easier to send product information directly in conversations with customers.
With this app, you can:
Send automa
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
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 you to integrate external systems into your chatbot. With it, you can:
Retrieve customer data from a CRM
Send information to external systems
Closing reasons Analysis
Important: Before following the instructions, make sure the feature is available for your access profile.Closing reasons is a feature of the Analytics module in Zenvia Customer Cloud that allows for a better understanding of the reasons behind the closure of chats by Agents users.
You can filter dat
Menu Chatbot Options List
Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the input of Options List is a feature that allows chatbots to employ clickable lists as a strategy to make interactions with users more engaging.
Options lists consist
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
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
Creating a conversational flow from scratch
Important: Before following the instructions, make sure the feature is available for your access profile.Creating a conversational flow is the process where you configure the chatbot to serve your customers.
In this article, you will find a detailed tutorial on how to design the bot’s structure in
General settings of sales in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Set up and customize customer service options in Zenvia Customer Cloud to enhance the customer experience and streamline your team’s work. The configurations applied will be reflected in the Serv
Consult ZIP code in Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, the Consult ZIP Code action can be used to look up details of the ZIP Code entered by the customer.It receives the number provided during the conversation and retrieves
Release Notes | What’s New in Zenvia Customer Cloud
Check out the latest updates from Zenvia Customer Cloud, developed to make our customers’ operations even more agile, intelligent, and integrated.
ChatbotNew pre-built chatbot templatesWe’ve expanded the list of pre-configured templates to speed up chatbot creation. The Automated Triage template is
Sandbox tests in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The Sandbox Tests module is designed to provide and streamline the process of testing our APIs.It offers a secure environment where developers can perform quick tests of multichannel APIs before
How to integrate Zenvia Attraction with my Zenvia Conversion account
Zenvia Attraction is a mass messaging platform for marketing campaigns across channels such as SMS, Email, WhatsApp, and RCS. And Zenvia Conversion is a solution to simplify communication and conversion for your sales strategies.
Integration with Zenvia Conversion allows you to unify the processes o
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
How to Create Blocks and Connect Them
Important: Before following the instructions, make sure the feature is available for your access profile.Welcome to the Chatbot Constructor!
Learning how to create blocks and connect them is the first step to a functional and comprehensible conversational flow design.
In this article, you will learn
Send WhatsApp messages in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Sending bulk messages via WhatsApp allows your company to communicate directly with a large number of contacts. You can include images, videos, emojis, reply buttons, and links to direct recipien
How to use WhatsApp Flows in a Flow based Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile. WhatsApp Flow is only available for NLU Enterprise accounts and Zenvia Customer Cloud (ZCC) accounts that have interoperability enabled. If your account doesn’t meet these criteria, the feature
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
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
Ads analysis in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Analyze the performance of your broadcasts messages and campaigns created on Meta (Click to WhatsApp) in the Zenvia Customer Cloud Campaigns report.
With this report, you can evaluate how many pe
[Enterprise] Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp
The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps.
This article guides you on configuring channels to optimize the customer experience and support efficiency, ex
Why was my WhatsApp template rejected?
Important: Before proceeding with the instructions, confirm whether the feature is available for your access profile.All WhatsApp templates need to be approved by Meta before being used in campaigns or conversations with your contacts.
When accessing Settings > Message templates > WhatsApp, if you s
Transferring the service of chatbots from flows to humans
Important: Before following the instructions, make sure the feature is available for your access profile.Learn how to make the chatbot transfer a conversation to a human agent.
This transfer is useful when the chatbot can't solve everything on its own. In these cases, it's important that the conver
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
Sales support group settings in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.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 pa
Ticket filling templates
In this article, you will learn what filling models are, how to use them, and how to manage them in Zenvia Customer Cloud.
What is a filling modelA filling model is a feature that automates tasks during the creation or attendance of a ticket.
Whenever there is a repetitive action, such as defining t
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
Integrations available in Zenvia Customer Cloud
Discover the different types of integrations available in Zenvia Customer Cloud.
Zenvia Customer Cloud offers native and API-based integrations that connect your operation to external systems such as ERPs, CRMs, and e-commerce or marketing platforms. These integrations allow for automatic data synch
User access profiles in Zenvia Customer Cloud
Each user added to Zenvia Customer Cloud is assigned an access profile that defines which system features they can use.
These profiles are configured to control access to all features of Zenvia Customer Cloud, ensuring that each user has only the permissions relevant to their role.
👉 In this articl
Errors in broadcast message sending on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports.
To understand the reaso
[Enterprise] Tickets API
Our API's allow up to 10 requests per minute. To increase this limit, contact support. Find out more about API times and limits.
⚠️Attention: In the Tickets API, after 3 requests with error, the code 429 - Too many failed requests will be returned, blocking requests for 60 seconds. This time is left
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