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Integrating Email channel in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Email is a strategic and widely used channel for sending campaigns, enabling direct and personalized communication with the target audience. The integration of the Email channel plays a central r

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

07. 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

06. 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

04. Add Skill to the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Skills screen allows you to specialize a specific action for your chatbot, enhancing the user experience with more detailed responses. To understand its function in practice, suppose you have

05. Add FAQ Skill to the AI chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The FAQ functionality allows the chatbot to provide specific and detailed answers to frequently asked questions, using content previously configured in the knowledge base. To do this, instead of

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

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

Integrate OLX with Sales

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

Tiendanube integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With the integration between Tiendanube and Zenvia Customer Cloud, you can automate WhatsApp message sending upon receiving new orders and share product information directly in conversations with

Facebook Leads integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Lead Ads is a Meta ad format that allows you to generate leads through forms on Facebook and Instagram, available for accounts connected to Facebook pages. The standout feature of this t

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

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

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

Integration of Google Drive with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this Zenvia Customer Cloud integration, it is possible to share Google Drive file links between users and contacts to send cloud-saved files via messages during their interactions. In this

Integration of PayPal with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, it is possible to send PayPal payment links to your contacts during interactions in Zenvia Customer Cloud. Additionally, you have the flexibility to choose the currency and

Integration of Salesforce with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Receive and manage Salesforce leads more conveniently in Zenvia Customer Cloud. This integration allows you to send messages and interact with your contacts in one place. InstallationTo connect S

Sales API in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Sales API in Zenvia Customer Cloud was developed to asynchronously integrate leads into Zenvia Customer Cloud, allowing you to receive a webhook with their results. Learn in this article how

Overview in Sales - Zenvia Customer Cloud

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

Mercado Pago Integration with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.With this integration, you can send Mercado Pago payment links to your contacts during your sales in Zenvia Customer Cloud. How to Install Mercado PagoFollow the steps below: 1. Access Sales > In

Integration of Zapier com Zenvia Customer Cloud

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

Start a sale with a Facebook Messenger Template

Important: Before following the instructions, make sure the feature is available for your access profile.Message templates in Zenvia Customer Cloud are used in the Customer Inbox to initiate the first contact or re-establish service after the session has ended. You create the templates and they go t

Integrations of Sales in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.In the left sidebar of the Sales module in Zenvia Customer Cloud, you will find Integrations to install sales-related applications in your Customer Inbox. Some types of applications you can insta

Shared Inbox in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Shared Inbox enables members of the same group to view all conversations held in the Inbox. Messages are visible to everyone, facilitating collaborative work in the Zenvia Customer Cloud. Wi

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

Customer inbox in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Handle customer service and monitor interactions between your company and contacts in the Zenvia Customer Cloud Customer inbox. Here, you manage conversations, answer messages, and keepon track

Sales chat operation monitoring in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Operation Monitor in Zenvia Customer Cloud allows you to track your team's recent actions in commercial service and analyze the efficiency of your operation. To access it, go to the side menu

Configuration and functioning of contact assignment in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The contact assignment defines how new contacts will be distributed among commercial support groups. With this configuration, users from a specific group receive notifications when new contacts a

Add and manage organization users

Users are people who will effectively access and use Zenvia Customer Cloud. They can be assigned to service groups as needed. ⚠️ Attention: Only users with the Admin profile can create and manage organization users. Types of user profilesEach user must be linked to a profile that defines their acces

01. Choosing the format for creating a flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The flow chatbot allows you to automate communication with your users, guiding them through a series of predefined steps. These steps can range from a simple welcome message to collecting informa

05. 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

09. How to configure the inactivity time of a flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.When setting up a chatbot, it's possible to define an idle timeout period. This period corresponds to the time the chatbot will wait for user interaction before executing a predefined action, suc

04. Building a blank chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The option to create a blank chatbot offers total freedom to define the conversational flow exactly as you want. Starting from scratch, you have full control to determine each step and interactio

07. Customer assignment in the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Customer assignment ensures that a client is always served by the same sales agent responsible for their account. For example, a client in negotiation or part of an active sales portfolio is dire

03. 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

11. 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.Integrate the interactive messaging features offered by WhatsApp from Meta into your flow-based chatbot and provide more dynamic and efficient conversational experiences. WhatsApp Flows is a feat

10. 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

08. How to configure a Satisfaction survey in the flow chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.A satisfaction survey is a tool for you to discover how happy your customers are with the help they received from your chatbot. With the responses, you will understand what your company can do to

Integration of the Quotes App

Important: Before following the instructions, make sure the feature is available for your access profile.The Quotes App simplifies the creation and sending of quotes to your contacts via WhatsApp, allowing you to register and measure all sales made through Zenvia Customer Cloud. Additionally, with t

Sending Messages in the Customer Inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The customer inbox is where you communicate with your contacts. You can send text and audio messages, image and video files, documents, location, payment links, and much more. How the Customer In

Customer service structure

Important: Before following the instructions, make sure the feature is available for your access profile.Understand how the hierarchical structure of service groups and channel assignment works in Zenvia Customer Cloud. Access the structureTo view the structure, follow these steps: Go to Sales > Set

Integration of RD Station Marketing with Zenvia Customer Cloud

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

02. Registration of RCS message templates in Zenvia Customer Cloud

Registering your RCS message templates on Zenvia Customer Cloud is simple and intuitive. Before starting, make sure that the RCS channel is integrated with your account. ⚠️ Attention: This feature is only available to users with Operator or Admin profiles. To manage and create your RCS templates, go

Registration of Email Message 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 messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template, whic

Integrate the Facebook Messenger channel

Important: Before following the instructions, make sure the feature is available for your access profile.Messenger is Facebook's free messaging and chat service, which has its own application and platform. The tool is a comprehensive communication solution, allowing users to create conversational jo

WhatsApp Message Template Library

Important: Before following the instructions, make sure the feature is available for your access profile.The Template Library is a Zenvia repository with standardized message suggestions for use on WhatsApp. These templates are structured according to Meta’s guidelines, streamlining the creation and

02. Create and adjust the personality traits

Important: Before following the instructions, make sure the feature is available for your access profile.The Personality traits screen allows you to create and adjust the characteristics of your chatbot. Here, you can define the following aspects to guide its behavior: Purpose: Determine who the cha

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

Integrate the WebChat channel into Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Webchat channel allows you to provide services through your company's website. Through the widget, which is the interface available on the site, customers can "call" your service operation fo

Assigning account interactions

Important: Before following the instructions, make sure the feature is available for your access profile.Assign support channels to a specific agent or a support group. This way, all messages received through these channels will be directed to the responsible person or group. Before assigning, make

How to change my plan

Make the plan change directly in Zenvia Customer Cloud. You can change your subscription easily and quickly by following the steps below. ⚠️ Attention: Plan changes can only be made by users with the Admin profile. Step-by-step to change your planAccess your account in Zenvia Customer Cloud.Go to Se

WhatsApp account settings in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Managing your WhatsApp account ensures that it is configured according to your needs and preferences. After activating the channel, you can: Customize the profile: Change your account’s appearanc

Deactivate or delete a user from the organization in Zenvia Customer Cloud

As an Administrator of the account, you can deactivate or delete users from your organization. Deactivate: The user loses access but can be reactivated at any time without losing data or settings. Delete: Deletion is permanent. If the user needs to be added back, they will have to be registered as

Integrate Mailchimp with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Mailchimp is an email marketing tool that simplifies the creation, sending, and tracking of email campaigns. With the integration, you can export your contacts and create email campaigns using th

My access to Zenvia Customer Cloud is restricted. What should I do?

Important: Before following the instructions, make sure the feature is available for your access profile.Your account may have been temporarily blocked due to non-payment, identification of fraudulent activities, or a request to cancel the contract. ⚠️ Attention: Note that, in blocked accounts, the

Integrate Meta Ads Manager with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Integrate Meta Ads Manager with Zenvia Customer Cloud to expand your marketing strategies. Benefits of IntegrationThe integration can be utilized for: Ads: Transform Instagram posts into ads with

03. 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

Systems in Zenvia Customer Cloud

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

How to adjust and correct rejected templates on WhatsApp

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

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

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

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 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

Enable messaging for any country

Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows sending SMS messages to different countries. By default, your account is set up to send messages only to Brazilian numbers, but you can configure it to send SMS to an

Integrate Google Sheets with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Google Sheets is a tool that allows you to create, edit, and share spreadsheets online. With this integration, you can export contact data between Google Sheets and Zenvia Customer Cloud. ⚠️ Atte

Integrating Facebook Leads with Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Facebook Lead Ads simplify lead generation. Users simply need to click on your Facebook ad to open a form pre-filled with their contact details, ready to be sent directly to you. ⚠️ Attention: Th

Integrating the Instagram channel into Zenvia Customer Cloud

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

Integrations in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Integrations in Zenvia Customer Cloud allow you to connect your account with external platforms, facilitating the sharing of information between systems and expanding the available features. For

Integrating the SMS channel in Zenvia Customer Cloud

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

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's new in Zenvia Customer Cloud

05/15 ⚙️ New feature New on the IAG Chatbot Personality screen: Inactivity Timeout You can now configure automatic actions when the end user becomes inactive during a conversation with the IAG chatbot. With this new feature, you can set an inactivity timeout and choose what should happen after that

Integrating the WhatsApp channel into Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The WhatsApp channel provides direct, efficient, and personalized communication with your customers, whether for sending promotional, transactional, or support messages. It is a core part of Zenv

07. Integrating the RCS channel into Zenvia Customer Cloud

RCS (Rich Communication Services) is a messaging standard that allows sending text messages, audio, videos, and photos. It's also possible to build interactive dialogues with your customers. All of this is done using Messages, the same Android system app that reads SMS. With it, you can understand t

01. Overview of the Generative AI Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.Creating a new chatbotTo access the chatbot creation screen, follow these steps: Go to Chatbot module > Chatbot list > Create new chatbot. Under Generative AI Chatbot, click Select. Choose how yo

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

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 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

Integrating leads received via email in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.One of the ways to bring new leads into the commercial service of Zenvia Customer Cloud is through sending emails with contact information. This feature allows the automation of contact creation

Integrate Webmotors with Sales support

Important: Before following the instructions, make sure the feature is available for your access profile.In this article, learn how to integrate Webmotors with Zenvia Customer Cloud. ⚠️ Attention: The user used for the integration must have API permissions. This user cannot access the Cockpit CRM Da

20. Integrate Zoho CRM with Sales support

In this article, learn how to receive and manage Zoho leads in Zenvia Customer Cloud. Activate the Zoho app if you want: A lead to be created in Zoho when it is created in Zenvia Customer Cloud.A lead to be created in Zenvia Customer Cloud when it is created in Zoho.When creating a quote in Zenvia C

Registering a domain and adding email address

Importante: Antes de seguir las instrucciones, confirma si la funcionalidad está disponible para tu perfil de acceso.The email domain is the entire part of an email address that comes after the @ symbol. You can create a custom domain with your company's name to give more authenticity to your messag

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

URL shortener in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The URL shortener is a tool designed to simplify and optimize link management on the web. By converting long URLs into more compact and easily memorable formats, you enhance the effective dissem

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.Zenvia Customer Cloud allows you to perform automations through our available channel APIs. To use the features, simply register in the solution and obtain the necessary credentials, as explained

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

Plans, contracts and payments in Zenvia Customer Cloud

The subscription to a Zenvia Customer Cloud plan must be made on the Zenvia website. It is necessary to combine a Software Plan with a Channel Package. Software PlanThis plan includes Zenvia Customer Cloud features, as well as the number of InteractionZ and users. InteractionZ: These are interaction

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

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

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

Integrate Mercado Shops with Sales support

Important: Before following the instructions, make sure the feature is available for your access profile.Integrate your Mercado Shops account with Zenvia Customer Cloud to easily manage contacts who have made a purchase in your store. Learn how to automate your sales process communications via Whats

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

Integrate Mercado Libre with Sales

Important: Before following the instructions, make sure the feature is available for your access profile.Manage your Mercado Libre leads directly on Zenvia Customer Cloud by answering customer questions in the commercial service inbox. Before you startLogin requirements: It is mandatory to use an ad

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

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

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