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17. How to send GIFs on Zenvia Conversion

Improve your conversations with clients by sending GIFs. It's very simple to use GIF's in your conversations! Go to any conversation and click on the emoji icon > then select "GIF": Just like you do in WhatsApp, browse through the different categories or place a term in the search engine. N

16. Transferring Clients

How to send a client to another user It's very easy to transfer one or more clients to other agents using the desktop version of Zenvia Conversion. First, go to My Portfolio, select the desired clients, and click the + icon at the bottom of the screen. You'll see a menu bar appear. 2. S

Setting Up a Chatbot for Click to WhatsApp Campaigns

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

05. Monitor Activities

The Monitor Activities feature allows you to track, in detail, all interactions and actions performed by your agents in Zenvia Conversion. With this feature, you can: Analyze archived conversations, transfers, closures, and other activities.Track agent productivity.Evaluate the effectiveness of your

02. Error sending messages in Zenvia Conversion

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

03. How to send a PayPal link to your clients

Integrate PayPal with Zenvia Conversion and facilitate your sales To send a PayPal link and have this registered in Zenvia Conversion, an administrator on your team must first activate the application. For that, check out this help article. 1 - From the conversation with your client, go to the

04. 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

08. How to forward files and media in Zenvia Conversion

Forward files to up to ten active prospects at a time In Zenvia Conversion, you can forward files from one conversation to another in just a few clicks, saving time and making it easier for agents to communicate with their clients. Below we'll show you how you can benefit from this feature. Within

07. How to Schedule a Reminder

Learn how to use this feature to organize conversations with your clients In Zenvia Conversion, you can set reminders within conversations with a client and choose how long before you want to be reminded to send a new message. From the conversation you want to schedule the reminder for, clic

06. What is a WhatsApp session

The WhatsApp Business API offers several advantages for companies, one of the main ones being the possibility of multiple users accessing the same WhatsApp account. At Zenvia Conversion, we use the official WhatsApp API, which has rules in place to ensure proper use of the platform. What is a WhatsA

05. 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

02. Conversational Channels

Learn what conversational channels are and how to configure them. What are conversational channels? At Zenvia Conversion, we use "conversational channels" to refer to the methods we use to communicate with our clients. Which channels does Zenvia Conversion currently have available? The ch

05. 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

07. How to send WhatsApp Broadcast Messages

At Zenvia Conversion, we understand how useful it is for companies to be able to send mass messages through WhatsApp while still complying with all the app's policies.To send your template via mass broadcast, follow these steps: 1 - Go to the Contact Panel. 2 - After selecting the multiple recipient

13. Download images, documents, videos and audios from your conversations in Zenvia Conversion

Check how to download each of these media files Zenvia Conversion allows you to download the main media that you receive and send directly through the conversation with your customer. See how in the video below: By directing the mouse arrow to the media you want to download, a small arrow wi

06. 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

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

01. Zenvia Chat available articles

🌎 By Humanz for Humans: Welcome to the Zenvia Chat Help CenterOur documentation is divided into three categories: Concept and Access: tool concepts and instructions for accessing it;Getting Started: an overview of the tool and its main features;Features and Functions: user manuals for operating the

Here are the available articles from Zenvia Conversion

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

10. Draft messages

Save your unsent messages to send them later Zenvia Conversion automatically saves those messages or templates that were not sent, either because you went to another screen or there was a connection problem. With this functionality, your agents will save you time and streamline your management

09. Customer reply to a specific message

Zenvia Conversion allows you, in some cases, to see when your customers respond to a message directly. Zenvia Conversion allows you to see within the conversation when a customer responds to a specific message, be it with a text, a file or an image. Note: You can only see messages cited by con

12. How to record salesfloor visits and test drives

In the conversation, select the ( + ) icon > then, the "visits" icon: Three statuses will appear: Canceled: for those visits that you scheduled but did not happen. Pending: for those you have already scheduled. Done: to record that the client finally visited the salesfloor. In all three

11. How to use emojis in Zenvia Conversion

It's very simple to use emojis in your conversations! Enter to one of your conversations and at the bottom, you will find the emoji icon: From there, you can search for them or check on each available category: Choose the emoji you want to use, and that's it!

09. 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

07. Visit and Test Drive reports

To create these reports, you must activate the Visit and Test Drive reports following the next steps: 1.- Go to apps and click in the + symbol located at the bottom right corner of the screen 2.- Click Show All and scroll down until you find Visits. Click it. 3.- Follow the steps 1.- and 2.- to

04. Contact Database in Zenvia Conversion

Zenvia Conversion

03. Chats in Zenvia Conversion

Located in the left sidebar menu, Chats is a module of Zenvia Conversion where interactions and message exchanges between your company and a contact occur. For example, if someone contacts you through any communication channel to inquire about the price of a product, they will be answered in Chats.

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

What's new in Zenvia Customer Cloud

10/30 ⚙️ New feature Viewing triggered skills in Generative AI chatbots You can now identify when a skill was triggered during a conversation with a Generative AI chatbot.The Conversations screen displays which skill was used and, for FAQs, also the source document of the answer. 10/17 ⚙️ New featu

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

Integrate TikTok Ads with Zenvia Customer Cloud

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

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

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

Consumption report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The consumption report provides a detailed view of the usage of the plan contracted by your organization, allowing you to monitor the volume by channel, InteractionZ, and users. Additionally, it

Optimize the Customer Journey with the Flow Map

Important: Before following the instructions, make sure the feature is available for your access profile and your plan. The Flow Map is available starting from the Expert plan.In Zenvia Customer Cloud, the Flow Maps functionality allows understanding and optimizing the customer journey when interact

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

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

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

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 organized in a modular structure, and the availability of eac

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

Reset or change my password

In this article, learn how to reset or change your access password for Zenvia Customer Cloud. The following steps describe how to reset forgotten passwords. If you want to make changes to a known password, continue with Change my password. ⚠️ Attention to requirements: The new password must meet the

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. Change profile name (First and Last Name)The profile name appe

How two-factor authentication works in Zenvia Customer Cloud

Enable two-factor authentication to ensure the security and protection of your account in Zenvia Customer Cloud. In this article, you will learn: What is two-factor authentication and why is it used?How to configure two-factor authentication (via authenticator app, SMS, or email)How to reset or chan

How organizations work in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.In Zenvia Customer Cloud, each organization represents an independent company or business unit. This means that data, access, conversations, chatbots, channels, and reports are unique to each org

How to integrate and use the Facebook catalog in commercial service

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

Register and track visits and test drives in commercial service

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

Integrate Virtual Spirits with Sales

Connect your chatbot built in Virtual Spirits with Zenvia Customer Cloud to automatically import conversations and leads into the commercial support area. This integration allows the chatbot history to be loaded along with each lead, ensuring continuity in service. RequirementsActive Virtual Spirits

Integrate Unbounce with Sales

Connect your Unbounce landing pages directly to Zenvia Customer Cloud and receive leads in real time in the commercial service. RequirementsActive Unbounce account.Access to the Webhook configuration area in Unbounce (or contact your account executive).Steps to set up the integration1. Activate the

02. Plans

Zenvia Chat's Plans feature allows the account administrator to understand which plan their account is associated with, as well as to request the expansion of licenses and change their plan in a practical and clear way (check out the available plan options here). To access this functionality, go to

Tokens & Webhooks for use in APIs in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Use Tokens & Webhooks to generate authentication credentials and configure URLs to receive automatic event notifications, facilitating the integration of Zenvia Customer Cloud with other systems.

Integrate the Facebook Messenger channel

Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Messenger allows businesses to communicate with their customers directly through the inbox of their Facebook page. By integrating it with Zenvia Customer Cloud, you centralize service, s

Pause status in support service

Important: Before following the instructions, make sure the feature is available for your access profile.The Pause Status feature allows an Administrator to manage agents’ pause statuses. The Administrator can configure, edit, activate/deactivate, or filter an agent’s pause status. This screen provi

Conditions for executing the support specialist agent

Conditions are the criteria that determine when a support expert agent will be executed. They are essential to ensure that the configured actions only occur in specific and relevant contexts within a ticket. How condition blocks workWhen setting up a support expert agent, you will define activation

About Click-to-Message Ads

Click-to-message ads allow you to direct leads straight to conversations on WhatsApp, Facebook Messenger, or Instagram Direct, starting a chat with your business when users click the message button shown in the ad. When these channels are integrated with Zenvia Customer Cloud, conversations started

Overview of channels in Zenvia Customer Cloud

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

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.

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

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

Conditions for execution success 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

Success expert agent usage data

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

Configure success 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. 💡

Latest executions and edits the success 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

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

Usage Limit success expert agent

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

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

Limits and restrictions for activating support specialist agents

Find out how many support expert agents can be active at the same time in each plan and what happens when the limit is exceeded. Also, learn how to activate, pause, and delete agents. Only users with the Administrator profile are allowed to activate, pause, or delete support expert agents. Activatio

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

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

Zenvia Customer Cloud for Devs (APIs)

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

Available expert agent success templates

In this article, learn more about expert agent templates available from Zenvia and examples of how to use them. Successful expert agent templates are ready-to-use models provided by Zenvia with pre-filled fields designed to make it easier to create an expert agent without starting from scratch. By u

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

How WhatsApp channel activation works in Zenvia Customer Cloudd

Important: Before following the instructions, make sure the feature is available for your access profile.WhatsApp is already part of the Zenvia Customer Cloud channel package. To start using it, you must meet Meta's prerequisites and provide the necessary information and access so that Zenvia's spec

WhatsApp rules and definitions

Below you will find the main guidelines defined by Meta, organized by topics to facilitate usage in Zenvia Customer Cloud: Number (Green badge)Message templatesMessage delivery issuesQuality rating of your numberMessaging limit (Tier)24-hour window⚓ Number (Green badge)Number verification turns you

Analysis of contact behavior

Important: Before following the instructions, make sure the feature is available for your access profile.The Contact Behavior panel in Zenvia Customer Cloud centralizes metrics related to your contact base and the conversations held with those contacts, regardless of the channel. This feature helps

Creating a Generative AI Chatbot

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

Getting to know the features of the Chatbot List

Important: Before following the instructions, make sure the feature is available for your access profile.In the Chatbots List, you can find all the bots created, organized in a unified way. This list allows filtering the chatbots by type, either by Artificial Intelligence, Qualification or Flows, an

Defining the Objective and Type of Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Welcome to the Chatbot module of Zenvia Customer Cloud. Here, you do not need to understand programming or code to create a virtual assistant and automate communication with your customers. This

File Request: Receiving Multimedia Content

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

Create Qualification chatbot

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

Link a Channel to the Chatbot

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

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

Sending message templates in support inbox

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

Automation performance report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud automation performance report provides information about a specific automation, including the total number of triggers, messages sent, impacted contacts, and performance rat

Managing Chatbot Content on the Knowledge

Important: Before following the instructions, make sure the feature is available for your access profile.The Knowledge screen is where you define which content your Generative AI chatbot should consult to answer user questions. On this screen, you can add two types of content: Content for conversati

Broadcast report in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The performance report of a specific send in Zenvia Customer Cloud provides detailed information about the communications sent, helping you monitor and analyze aspects such as delivery status, co

Channels Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed repo

How to create and configure variables in a chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.In the context of chatbots, variables are elements that store temporary information during interactions with users. This information can include responses provided by users, such as Name, CPF, an

Intelligent response based on the internet in Chatbot

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

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

Building a chatbot using a model

Important: Before following the instructions, make sure the feature is available for your access profile.Using a model, you can simplify the process of creating a chatbot and build it more practically. These templates function as pre-configured structures that already include the main conversational

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

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

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,

API Call in Chatbot

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

Add transfer skill to the AI chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Transfer ability allows the chatbot to direct users to human service, whether it's sales or technical support. This is useful when the chatbot is unable to resolve the user's request or when

Building a chatbot with the Construction assistant

Important: Before following the instructions, make sure the feature is available for your access profile.If you prefer a more guided approach to creating a chatbot, the Construction Assistant is the ideal solution. It uses Artificial Intelligence (AI) to automatically create conversation flows, allo

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

Routing the bot conversation to a human agent

Important: Before following the instructions, make sure the feature is available for your access profile.Forwarding a chatbot's service to a human agent ensures that the customer receives the appropriate support, even when the bot is unable to resolve the demand on its own. This functionality acts a

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

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

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