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Questions about usage and charges on Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Get answers to your questions about: Contractual consumption and limitsBilling and invoicingPlan management: Cancellation⚓ Contractual consumption and limits1. Can I continue sending messages af

Zenvia Customer Cloud Flow Chatbot and How to Use Variables

Learn more about how to perform validation and direct the user to different paths, as well as how to use variables in the Flow Chatbot of Zenvia Customer Cloud. ContextThe Zenvia Customer Cloud flow chatbot does not have a native “time validator.” However, you can build this logic using variables an

Teams Performance Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Teams Performance Analysis is a feature of the Zenvia Customer Cloud Analytics module. Here you'll find reports on the performance of each user and all their teams. Filter the data by time period

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

Voice calls via WhatsApp in support service

Important: You must have WhatsApp enabled to access voice call options (WhatsApp Calling). If you have WhatsApp enabled, these options will automatically be available. Check your plan to see whether this feature is supported.You can now make voice calls during support interactions, allowing companie

What's new in Zenvia Customer Cloud

12/09 ⚙️ New feature Unified contact profile across different platform journeys With this update, Zenvia Customer Cloud now features a new side panel for contact information, available across different journeys of the platform. You can now view, create, and edit contact data directly from the Commer

Contact Information in Zenvia Customer Cloud (Side Panel)

The contact side panel is a card that appears on the right side of the screen whenever you open or interact with a contact in Zenvia Customer Cloud. It allows you to view, edit, and manage contact details without leaving the current screen, making your workflow faster and more seamless. Where it app

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

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

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 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

Registering a domain and adding email address

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

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

New WhatsApp Business pricing model

Effective as of July 1, 2025 Starting July 1, 2025, WhatsApp Business API will no longer use the 24-hour session (or conversation window) pricing model. Charging will now be based on each template message sent, except for user-initiated interactions. What is changing?End of 24-hour conversation wind

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. AuthenticationDNS Records: Make sure that the DNS record entries are correctly registered when setting up a domain. This e

How to configure chatbot Destinations

Important: Before following the instructions, make sure the feature is available for your access profile.In Destinations, you decide where the conversation goes depending on the user's responses. The conversation can follow two types of destinations: a specific block or a default block. The settings

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

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

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

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

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

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

Transferring the service of chatbots from flows to humans

Important: Before following the instructions, make sure the feature is available for your access profile.Learn how to make the chatbot transfer a conversation to a human agent. This transfer is useful when the chatbot can't solve everything on its own. In these cases, it's important that the conver

How to create and 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

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

Support inbox

Important: Before following the instructions, make sure the feature is available for your access profile.The support inbox in Zenvia Customer Cloud is the environment where conversations between agents and customers take place via tickets. In the inbox, you can view conversations organized by status

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

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

Message sending errors in the Sales Customer Inbox

When a message is not delivered to the commercial service inbox, it is important to understand the reason for the error in order to take the correct measures. Error messagesIn the inbox, located under Sales > Customer Inbox, you will see two types of messages related to errors: Short and informative

WhatsApp message template categories

Meta requires all WhatsApp message templates to be correctly classified to ensure proper approval and usage. Each category has a specific purpose and directly affects how the message will be sent — including its cost. In this article, you will find the available categories, their purposes, and how M

Transfer contacts to sales support in WhatsApp broadcasts

Important: Before following the instructions, make sure the feature is available for your access profile.Send bulk WhatsApp messages and maintain the conversation with your clients through human or automated service in Zenvia Customer Cloud. SpecificationsSupported Channel: WhatsApp. Ensure the cha

Transfer contacts to support service in email broadcasts

Important: Before following the instructions, make sure the feature is available for your access profile.Send bulk communications via email and continue the conversation directly in the Support Service. This flow is ideal for ensuring continuity in handling when the client responds to an email sent

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 interac

How to contact Zenvia technical support

Need help? The Zenvia Support team is here to guide you! Check our service channels right now and learn how to open your ticket to receive the assistance you need. 🔍 Finding helpTo ensure the quickest solution for your need, use the appropriate channel: Help Center - You are here! Your first resour

Check payments and billing of Zenvia Customer Cloud

Check your payment history, the status of paid, pending, and canceled invoices, and access tax documents directly in Zenvia Customer Cloud by going to the side menu Settings > Billing. ⚠️ Attention: Only users with Admin or Viewer profile can access this section. You can view all financial informati

RFV

Important: Before following the instructions, make sure the feature is available for your access profile.RFV stands for Recency, Frequency, and Value. It is a methodology widely used in marketing and customer analysis to segment and prioritize audiences based on their purchasing behavior. The centra

Frequently asked questions Zenvia Chat - FAQ

Do I need to pay to start using it?No, you don’t. As soon as your account is activated, you can start using it. The billing will come afterward. When will I receive the invoice?The invoice is sent between the second and third business day of each month to the email of the person who made the purch

11. Automatic finish

This setting allows you to enable the automatic closure of a call in the event of user inactivity, and is valid for the WhatsApp, Web Chat, Facebook, Telegram and Mercado Libre channels. Automatically closing a call reduces customer waiting times, increases responsiveness and improves customer sati

Plans and contracts 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

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

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

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

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

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

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

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

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

Send File through the Chatbot

Important: Before following the instructions, make sure the feature is available for your access profile.The Send File feature allows the chatbot to send images or documents to users during the conversation. This content is useful for situations like sending a duplicate invoice, product manuals, or

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

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

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

Deploy chatbots on channels and on your website

Important: Before following the instructions, make sure the feature is available for your access profile.This guide aims to help you make your chatbot available on Instagram, ensuring it is ready to interact with users as soon as messages are sent to your business account. ⚠️ Attention: To make a c

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

Response Time (SLA) Analysis

Important: Before following the instructions, make sure the feature is available for your access profile.The Response Time (SLA) report in Zenvia Customer Cloud shows all the information about Support Service response times for tickets. Use it to analyze and generate detailed reports on tickets hand

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

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