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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

Overview of WBuy

Important: Before following the instructions, make sure the feature is available for your access profile.WBuy is an e-commerce platform that helps create and manage online stores, both retail (B2C) and wholesale (B2B). It offers the necessary resources to sell online, such as store creation, product

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

Overview of OMIE

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Omie is an Enterprise Resource Planning system that offers integrated solutions for areas such as finance, sales, and procurement. Integrating it with Zenvia Customer Cloud allows you to ke

Overview of Bling

Important: Before following the instructions, make sure the feature is available for your access profile.Bling is a Business Management System that is especially popular among small and medium-sized businesses and e-commerce operations, offering essential management features in a simplified way. The

Overview of Microvix

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Microvix is an Enterprise Management System designed to organize and centralize all business data. It is a great option for retail companies, especially store chains and franchises that req

03. Sending Message Templates in Support Chat and Tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates are used to initiate or resume a customer support interaction. Meta requires the use of these pre-approved templates to ensure compliance with their policies, prevent spam, and

07. 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

05. 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

02. Handling and Transferring Support Conversations

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

06. 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.

02. 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

06. Automatic Closure Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Automatic Closure is a feature in the conversation settings of the Support Service module that automatically closes a chat in cases of customer inactivity for more than 7200 seconds, after the is

01. Support Inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets. In the Support Inbox, you can view conver

Monitor Operation: Conversations and Agents

Important: Before following the instructions, make sure the feature is available for your access profile.The Monitor Operation provides administrators with a real-time overview of ongoing Support Service conversations in the Zenvia Customer Cloud. Here, you have access to management information for

04. Ticket Details

Important: Before following the instructions, make sure the feature is available for your access profile.In the Ticket Details section, you can view all the information about support service tickets. Find information on: PrincipalResponsibleStatusAttachmentsMergesHow to View Ticket DetailsTo view th

07. 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

04. 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 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

02. Transfer Rules Configuration

Important: Before following the instructions, make sure the feature is available for your access profile.Configure the transfer rules for a specific group, defining whether conversations can be transferred between groups or directly between agents. This way, you can manage how transfers occur within

Batch broadcast in Message Broadcast in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.For sending Email, RCS, SMS, or WhatsApp messages, it is necessary to choose how these messages are dispatched, and you can choose to send them in specific batches. Batch messaging is a feature t

Schedule broadcast in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When sending communications by email, RCS, SMS, or WhatsApp, you can choose how these messages are delivered. You must choose from the options: Broadcast now;Schedule broadcast;Send at the best

Optimizing message broadcast content with AI

Important: Before following the instructions, make sure the feature is available for your access profile.Use the Smart writer feature of Zenvia Customer Cloud to review the spelling and grammar of your messages to ensure that your broadcasts are of high quality. Why use AI to review message content?

Reengage contact base in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.When contacts do not interact with your communications, sending a new message can be a good re-engagement strategy as it helps regain the interest of your audience and improve engagement rates. F

How to tag message broadcasts in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Tags provide the ability to organize and categorize broadcast messages based on criteria such as target audience, subject, or type of action, making it easier to search for specific triggers and

05. Send RCS messages in Zenvia Customer Cloud

RCS (Rich Communication Services) is a channel that offers additional possibilities compared to SMS, including: Creating messages without character limits, featuring cards, carousels, images, audios, videos, and GIFs, making your communications more interactive and engaging. Sending messages with a

Send message at the best time in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The smart broadcast feature aims to increase engagement with your contact base through Zenvia Customer Cloud by sending messages at the most appropriate times, taking into account when your conta

How to recover contact engagement with "We miss you" automation

Important: Before following the instructions, make sure the feature is available for your access profile.The We Miss You automation is a smart solution for engaging inactive customers. Using artificial intelligence, you can set up personalized messages via SMS or WhatsApp to reactivate contacts and

03. Automatic Distribution Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Automatic Distribution is a feature that fairly distributes Support Service chats among agents. When a new chat is received, the system checks if distribution is active and if there is an online

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

Best practices for sending emails

To ensure efficient and secure delivery of your emails, we have outlined some important points and best practices for configuring your email broadcasts in Zenvia Customer Cloud. Authentication DNS Records: Make sure that the DNS record entries are correctly registered when setting up a domain. This

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

Transfer contacts for sales chat in automation flows

Important: Before following the instructions, make sure the feature is available for your access profile.Automatically transfer contacts who respond to your campaign to support with a specific agent or team. This way, you will increase the chances of conversion by making the most of each interaction

15. Transfer contacts to customer service in RCS message broadcasts

Send mass RCS messages and maintain the conversation with your customers through human support in Zenvia Customer Cloud. This way, you ensure a continuous and seamless experience for your customers, increasing your chances of sales and conversion. Specifications Supported channel: RCS Rich text - C

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

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

Priorities Settings

Important: Before following the instructions, make sure the feature is available for your access profile.In Priorities, configure the urgency levels to classify internal support service tickets. This way, your agents can identify the criticality of each ticket. Priorities are linked to ticket categ

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 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

Creating an automated communication flow in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The purpose of the communication flow is to establish triggering rules through a customizable flow, allowing you to reach your target audience autonomously. With it, you can schedule an automatic

01. Customer support groups Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Customer support groups represent the operational areas of the company in Zenvia Customer Cloud. Configure them to define participation in Support Service chat. How it worksTo use the feature, go

Send SMS messages in Zenvia Customer Cloud

In this article, you will find information about sending SMS messages in Zenvia Customer Cloud.

Send emails in Zenvia Customer Cloud

In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.

Message Broadcast goal: what it is and how to define it in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Selecting a goal for your broadcast means identifying the purpose of your communication. Although this step is not mandatory, choosing a goal helps our team improve the development of Zenvia Cust

Justifications Settings

Important: Before following the instructions, make sure the feature is available for your access profile.A justifications is a classification used alongside the ticket status to explain why the ticket is in that status. Configure it when you need to provide explanations in support services. Normall

Tags Configuration

Important: Before following the instructions, make sure the feature is available for your access profile.Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version. How It WorksTo use this functionali

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

05. Usage Limit

Important: Before following the instructions, make sure the feature is available for your access profile. 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 un

Trigger Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Triggers are a feature that automatically executes actions when specific conditions are met in a ticket. These conditions can be triggered by user interactions or temporal factors, such as deadli

Support Service Settings

Important: Before following the instructions, make sure the feature is available for your access profile.Located in the left sidebar menu, Settings is a feature of the Support module in Zenvia Customer Cloud. Here you configure your Support Tickets and Chat for your support team. To use this feature

01. 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

04. Actions in expert agent

Important: Before following the instructions, make sure the feature is available for your access profile.This is the fourth and final step of creating the expert agent, where you can select the successful action Message Sending. To access this feature, go to Zenvia Customer Cloud > Expert agent > Cr

06. Expert agent usage statistics

Important: Before following the instructions, make sure the feature is available for your access profile.This feature displays the data for each expert agent. Here, you can view, analyze, and export the data for each expert agent. This information supports decision-making and planning the next steps

05. Latest executions and edits the expert agent

This section is located at the bottom of the automation creation screen. Here, you can view a complete breakdown of executions and export a report on the last 10 automation executions. To access this feature, go to Zenvia Customer Cloud > Experts agents > Create new expert agent> Latest executions s

What's new in Zenvia Customer Cloud

05/14 ⚙️ New feature New access profile: Advanced Agent Zenvia Customer Cloud now has a new access profile: Advanced Agent. In addition to the existing ones (Viewer, Agent, Operator, and Administrator), this new profile was created for users who need more autonomy in service and greater visibility i

03. Configure expert agent timer

Important: Before following the instructions, make sure the feature is available for your access profile.This is the third step in creating the Expert agent, where you configure the period and frequency of the Expert agent's execution and decide if the same contact can be impacted more than once. 💡

02. Conditions for execution 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

01. Expert agents

Important: Before following the instructions, make sure the feature is available for your access profile.The Expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication. Expert agents are system configurations

How to integrate WBuy with Zenvia Customer Cloud?

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

09. How to change my personal profile information?

Important: Before following the instructions, make sure the feature is available for your access profile.You can easily correct, complete, or update your personal information by accessing the Account preferences in Zenvia Customer Cloud. What would you like to change?Profile Name (First and Last Nam

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

Additional fields for tickets

Important: Before following the instructions, make sure the feature is available for your access profile.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 addit

01. What is Zenvia Customer Cloud?

Zenvia Customer Cloud is a unified, multichannel solution that allows your company to manage and deliver personal, engaging, and seamless experiences through interactions throughout the entire customer journey. The solution's features are provided in a modular structure, and you can navigate through

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

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

Use Cases of Microvix

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be taken using the integration between Microvix, an Enterprise Management System, and Zenvia Customer Cloud. 💡 Tip: Learn more details abo

04. How to integrate Tiny with Zenvia Customer Cloud

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Next, see the step-by-step to integrate the Tiny Business Management System with Zenvia Customer Cloud. The process is simple: just start by generating the API Token in Tiny and proceed wit

Internal Message Functionality

Important: Before following the instructions, make sure the feature is available for your access profile.The Internal Message feature aims to provide and facilitate internal communication between the Administrator and the agent. With this functionality, the Administrator can start an internal conver

07. Notification Center

The Zenvia Customer Cloud Notification Center centralizes essential notifications for your daily activities, allowing you to view them at any time.

Invalid contacts

Identify and correct duplicate or incorrect contacts to ensure that your entire Zenvia Customer Cloud database is ready to receive messages.

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

Data classification in creating additional fields

Important: Before following the instructions, make sure the feature is available for your access profile.The additional fields allow for the customization of the ticket system with detailed information, but it is essential to correctly classify the requested data in compliance with the General Data

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

Request contact export in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, you can request an export of contacts to facilitate data analysis and tracking. To get started, go to Contacts > Contact Base > My Contact Exports. Export to CSV FileSel

Contact List in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.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 Z

WBuy Use Cases

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be performed with the integration of the WBuy e-commerce platform with Zenvia Customer Cloud. 💡 Tip: To better understand what WBuy is and how i

Use Cases of OMIE

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, you'll find examples of actions that can be carried out using the integration between the OMIE system and Zenvia Customer Cloud. 💡 Tip: To better understand what OMIE is a

How to integrate OMIE with Zenvia Customer Cloud?

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Below, learn the step-by-step process to integrate the OMIE Enterprise Management System with Zenvia Customer Cloud. 💡 Tip: Learn more details about OMIE and what is possible with this int

05. Managing organizations in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, organizations are accounts that group other subaccounts. There are two types of organizations: Main organization: your main account of origin.Suborganizations: are part

05. 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,

Contacts Base API in Zenvia Customer Cloud

Zenvia Customer Cloud also enables the use of the Contacts Base through its API. In this document, we will see the basic concept and show the functionalities provided by the Zenvia Customer Cloud Contacts Base API. What is an API and how to use itThe acronym API stands for Application Programming In

03. How to integrate Bling with Zenvia Customer Cloud

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: Questions about systems, what they are for, and how to use them? Check out the a

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

Use cases with Bling

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be performed with the integration of Bling, a Business Management System, with Zenvia Customer Cloud. 💡 Tip: Learn more details about Blin

Use cases with Tiny

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.In this article, see examples of actions that can be performed with the integration of Tiny, a Business Management System, with Zenvia Customer Cloud. 💡 Tip: Learn more details about Tiny

How to integrate Microvix with Zenvia Customer Cloud?

Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Below, learn the step-by-step process to integrate the Microvix Enterprise Management System with Zenvia Customer Cloud. 💡 Tip: Learn more details about Microvix and what is possible with

Best practices for validating contacts in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud provides tools to ensure your messages are delivered correctly and your contact list remains up to date. Below are best practices for handling phone numbers and email addres

04. Support Conversations Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.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

Set the default email for support service actions

Important: Before following the instructions, make sure the feature is available for your access profile.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 dur

08. Zoe in Tickets: Improve Text, Analysis Generated and Ask

Important: Before following the instructions, make sure the feature is available for your access profile.Zoe is Zenvia's native Artificial Intelligence (AI), available for use in various ways within the Zenvia Customer Cloud. In Tickets, it helps to gain insights, reduce response time, and enhance c

How to add or edit contact information

Important: Before following the instructions, make sure the feature is available for your access profile.Understand the different ways to add contacts to your database and explore editing options, including basic information, companies, departments, and customizations with extra fields. This ensures

How to create and assign labels to contacts in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With labels, it is possible 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

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

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

01. Systems in Zenvia Customer Cloud

In this article, learn what systems are, how they work, and how to use them to optimize contact management, transactions, and data. Explore practical use cases to enhance your operations. What are systems?Systems are the tools you already use in your operations to manage processes and information ab

04. Home: Zenvia Customer Cloud overview

Important: Before following the instructions, make sure the feature is available for your access profile.When accessing the solution with email and password, the Home section displays essential information for the efficient use of the platform and for monitoring your organization's activities. Star

01. Success monitor

This feature allows you to monitor the purchasing behavior of your contact base registered in Zenvia Customer Cloud, helping to evaluate the effectiveness of applied strategies and identify necessary actions. The Success monitor serves as a tool for analyzing and tracking data based on your register

Questions about plans, contracts and cancellation in Zenvia Customer Cloud

Get answers to your questions about: Plan management: Cancellation and plan changesPlan features and resourcesContractual consumption and limitsBilling and invoicing⚓ Plan management: Cancellation and plan changes1. How do I cancel my plan? Do you want to cancel your account? That's too bad! 😔 In

01. Overview of the Generative AI Chatbot

What is my plan? Customer Cloud Plans ✔ Specialist ✔ Professional ✔ Enterprise User profiles ✔ Admin ✖Agent ✔ Operator 🔍 Quick acess: Settings > Plans e contractsThis article covers the following topics: Creating a chatbot manuallyCreating a chatbot using the IAG ConfiguratorCreating a new chat

10. How to use the Open field in a flow chatbot

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 phone numbers. In this article, we will explain how to configure the open field in your chatbot using a samp