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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

Impact of Usernames on Zenvia Customer Cloud Journeys

The implementation of Meta’s Usernames feature — the new @ usernames — introduced a new way of identifying users in the WhatsApp Business ecosystem. As part of this evolution, Meta now provides the Business Scoped User ID (BSUID), a unique identifier associated with a user within the scope of a Busi

Configurações gerais do atendimento comercial

Important: Before following the instructions, confirm that this feature is available for your access profile.In Zenvia Customer Cloud, you can customize how commercial service works — from the team's working hours to how conversations are distributed. The settings configured in this area directly im

Configure the team's working hours and breaks

Learn how to configure working hours and agent breaks in Zenvia Customer Cloud, including days of the week, start and end times, intervals, and scheduled breaks. 1. Team working hoursAgents, operators, and administrators can configure working hours to control agent availability and ensure the proper

How to configure the response mode

The response mode defines how agents move between conversations in the queue. Administrators and operators can choose between two navigation options: Go directly to the next contact in the queue after an interaction: As soon as the agent sends a message or takes an action in the conversation, they a

New WhatsApp Business Pricing Rules for 2026

As of October 1, 2026, Meta will begin charging, on the WhatsApp Business API, for service messages sent within the 24-hour customer service window and for utility templates sent while that window is open. The change affects companies that use the WhatsApp Business API for customer service, automati

Frequently Asked Questions: New WhatsApp Business Pricing Rules 2026

Will the WhatsApp Business App start charging?No. The change applies to businesses that use the WhatsApp Business API through a BSP, Business Solution Provider (or Business Solutions Provider). The WhatsApp Business App, installed and used directly on a mobile phone, is not affected by the new rules

Zenvia Cost Calculator

The Zenvia Cost Calculator allows you to simulate, in just a few seconds, the impact of Meta’s new pricing rules on your WhatsApp operation. Starting October 1, 2026, service messages and utility templates sent within an open customer service window will be charged per message through the official A

Additional fields for tickets

Important: Before following the instructions, make sure the feature is available for your access profile.Additional fields allow you to collect more detailed information during ticket registration, offering flexibility to customize the system according to your business needs. Who can configure addit

FAQ Instant Support

1. What is Instant Support?Instant Support is an autonomous AI-powered support solution that goes beyond answering questions. The solution understands the context of the request, retrieves relevant information, analyzes data, investigates possible causes, performs a diagnosis, and determines the bes

How to Set Up the Zenvia Bots plugins

Check which additional configurations you'll need so that the Zenvia Bots will work correctly First, you'll need to integrate Zenvia Bots. For more information about how to do this, see this article. If is correctly integrated, you'll see an OK in green, as shown below: To see the API Key f

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.

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

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

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.

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, 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

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,

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

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

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

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

Exporting message broadcast reports 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 export a dispatch report so that you can obtain details of a specific delivery, including the delivery status per recipient. This list is exported to a .csv fi

Analytics of Chatbots in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The Chatbot Analytics module provides a dedicated area for tracking chatbot metrics. With it, you can access predefined metrics without manually creating them from scratch. This allows you to mon

Overview of Automations Analytics in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.The automation list serves to centralize all the flows that have been created. By creating communication rules, you can define actions for each flow and automate your customers' journey through d

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

Ads analysis in Zenvia Customer Cloud

Important: Before following the instructions, make sure the feature is available for your access profile.Analyze the performance of your broadcasts messages and campaigns created on Meta (Click to WhatsApp) in the Zenvia Customer Cloud Campaigns report. With this report, you can evaluate how many pe

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

Support Conversations

Important: Before following the instructions, make sure the feature is available for your access profile.The Support Conversations report from Zenvia Customer Cloud provides detailed information about the conversations handled by the Support team. Use it to analyze and generate comprehensive reports

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

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

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

Troubleshooting Data Validation in Zenvia Customer Cloud

When creating a conversation flow for your chatbot in Zenvia Customer Cloud, it's common to set up validations to ensure the information provided by users is correct. This data might include a Social Security Number (SSN), email, phone number, order number, among others. However, sometimes a configu

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.

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

Automatic Distribution Settings

Global Automatic DistributionGlobal Automatic Distribution defines the rules for assigning conversations that will be applied to all groups. Some settings are default, while others must be configured when the feature is enabled. Learn how to adjust these settings and establish limits in this article

Support Service Settings

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

How to create and export a custom ticket report

Important: Before following the instructions, make sure the feature is available for your access profile.Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage ope

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

04. Zenvia Chat Data API

This API enables querying data from interactions carried out via Zenvia Chat, in accordance with reports currently extracted from the Administration interface. TOKEN The access token for the API can be generated in the Administration interface through the menu: Settings Integrations API Link: https

Analytics Panel: Tracking message traffic

The Analytics Panel is an information management and data visualization tool that allows you to analyze platform usage indicators and monitor messages from Zenvia's tools and channels. In this article, we detail the features of message traffic tracking and teach you how to use this tool. Message tra

How to edit a user’s information, role, and group

This article teaches you how to edit an existing user's information, including their role (permission), group (team), and other profile details. Required permissionsOnly users with the User Administrator role can make changes to profiles. 🔗 See the article How to choose a user's role to understand

I have to update or refresh to see new messages and/or contacts

Here are a few options if you are not able to see new messages until you refresh the screen Like most web applications, Zenvia Conversion relies on internet access to work correctly. However, this access may be restricted or have specific configurations according to the location, Wi-Fi network, com

FAQ about Billing, Users, and Credits in Conversion

Find here the main information about invoices, additional users, credits, and payment methods in Zenvia Conversion. InvoicesWhere can I find my invoices? Invoices are available on the platform for users with an administrator profile. They are also sent by email. To change the email address for recei

Media sizes and formats accepted in Zenvia Conversion

Check what are the limitations on sending media according to WhatsApp Can Zenvia Conversion send audio messages? How large can the files be and in what format? Yes! We support AAC, M4A, AMR, OGG, and Opus file types. The maximum file size is 16 MB. Can you send documents using Zenvia Con

How to clear cache, cookies and site data

It's possible that when Zenvia Conversion makes a change or resolves an issue, you'll need to clear your browser cache for the change to take effect. To clear your browser cache, cookies, and site data, please follow the next steps: 1- If you are using Google Chrome, the best browser to use Zenvia C

Frequently asked questions about WhatsApp line at Zenvia Conversion

What's the difference between a personal WhatsApp, WhatsApp Business, and WhatsApp Business API? Personal WhatsApp is the regular WhatsApp app aimed at individual users. It is designed for informal interactions with friends, acquaintances, and/or relatives. WhatsApp Business adds basic features fo

Can I Reuse my Number if I Already Started Using Zenvia Conversion

Once you start using Zenvia Conversion with the WhatsApp Business API, you cannot use that number without another API provider. This is because WhatsApp's user policies do not allow a WhatsApp Business API account to be switched to a basic Business or personal account. However, you still have so

Why am I not receiving messages from Facebook Messenger

Set Zenvia Conversion as the default application

Notifications and WebHooks

The Zenvia Conversion API allows external systems to be notified about specific events on the platform using Webhooks. A Webhook is an HTTP POST request sent to a previously registered URL, containing information about the event that occurred. Available Events (Topics)The events that can be notified

How to Request Account Expansion

Learn how to move up to the Pro Plan, add a new line, or add new users in Zenvia Conversion We're happy that you're considering growing with us💪🏻 To move forward with your request, fill out this form completely to ensure it is sent correctly. Don't worry, this form is not binding. You

How to turn on notifications in Zenvia Conversion

Understand how to turn on notifications on both mobile phone and computer. Phone: If you're not receiving notifications, first check that your phone is connected to the internet and that the time settings are automatic. How to check my notifications? For Android, you can find a "Receive test notif

HOW TOs: API

HOW TO: Obtain an API Key An API Key is required for interacting with the API, which can be obtained in two ways: Each time an App is installed, Zenvia Conversion will automatically generate a new API Key for it. Read more in the API reference information below. For other one-off uses you can ma

How to integrate Facebook Ads with my WhatsApp line

Use this tool if you want to centralize all your communications in WhatsApp This process just takes a few simple steps, do this so that messages get to your agents: 1 - Go to business.facebook.com then select your business and the corresponding ad account.] 2 - In the Campaigns tab, click Create: 3

01. Account Preferences

Here, you should configure the preferences related to the features and apply them to your entire account. To access this feature, go to Zenvia Chat - Administrator Profile > Settings > General settings. Direct and automatic distributionBy enabling the direct and automatic distribution feature, the

Create an email with the Zenvia Customer Cloud builder

The Zenvia Customer Cloud email builder allows you to quickly create visually appealing marketing messages without needing any code. You can use ready-made templates or build your email from scratch by combining content blocks and layout rows. Before you beginThis article explains how to use the bui

How login works in Enterprise support service

Learn how to access Enterprise Support, whether you are an agent or a customer. Types of AccessThere are two types of users who can access the Enterprise Support environment: Login Type Who Logs In How to Access User Login Zenvia Customer Cloud account users Access via the platform (app.zenvia.

How to set a greeting message for other sources

Learn how to send message templates to customers coming from channels other than WhatsApp or Messenger (e-commerce, forms, etc)To activate this function, follow the steps explained below: 1. Go to Conversation Channels on the left menu and choose the channel of your business (WhatsApp or Facebook Me

WhatsApp Message Templates in Zenvia Conversion

Discover how to create message templates for WhatsApp and optimize your communications in Zenvia Conversion

Border Groups and Zones in Zenvia Conversion

Zenvia Conversion allows you to define zones within the hierarchy of your groups. Zones have two functions:To merge duplicate leadsTo limit the transfer of prospects outside the zoneThese zones are created by using border groups. How Zones WorkIn the following example, there are two zones. The globa

How to Create a Direct Access Link to Your Instagram Inbox

Create a direct link to your Instagram inbox using Meta’s official shortcut: ig.me. This link allows customers to be redirected straight into a conversation with your business account quickly and easily. You can share this link on: Your website or blogNewsletters (emails)Promotional campaignsOther d

Limitations of WhatsApp Business API

Check out the main limitations of the WhatsApp in Zenvia Conversion. Message Templates in Zenvia ConversionDue to the use of the WhatsApp Business API, WhatsApp and Facebook Messenger message templates are the only way for your company to initiate conversations, as long as the contact has not writte