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How to set up Zenvia Conversion Bot
7 min
Created by KM on 2/7/2023 4:42 PM
Updated by Karine Moreira on 7/5/2024 4:49 PM
At Zenvia Conversion, we have come to understand that the key to success in communications for any company is quick response times.

And it is precisely to solve this problem that Zenvia Conversion's Bot can help you! To configure both WhatsApp and Facebook Messenger and Instagram, follow these steps:

1 - Go to Conversational Channels and choose the channel where you want to configure the bot.

2 - By clicking on the chosen channel, you will see the Zenvia Conversion Bot configuration options:

 

Greet you contacts

Compose a welcome message to your customers that will be sent automatically when the conversation starts.

 

Ask for contacts details

You can ask for:

  • Contact name

  • Email

Note: The questions on this tab cannot be customized.

 

Route to the right answers and teams

 

Distribute your contacts to your agents and groups using customizable questions. You can add up to 9 options and take actions including:

  • Transfer contacts to a group of agents

  • Close the conversation

  • Go to a sub-menu to get more details

  • Return to a previous menu (in a sub-menu)

You can have unlimited levels of depth in sub-menus.

 

Customize Menu Footer

 

The footer is a default menu setting. But it can be customized as you want. Just enable the custom footer and write any message you want, include emojis or additional instructions Alternative.

Note: It is not possible to disable the menu footer

 

Unrecognized option alternative header

 

If your contact enters an option other than the ones you set, you can customize a specific message.

 

Qualify your contacts

 

In this section, for each team of consultants you will be able to request relevant contact information. You can ask as many questions as you need and extract individual customer data that is important to continue the conversation, tracking number for orders, your date of birth, which city you are speaking from or your ID number.

Once the changes are saved, you will be able to see how the Zenvia Conversion Bot greets, distributes and rates all the conversations of your business with your contacts in a simple and automatic way.

Tips for using Zenvia Conversion Bot

  • Introduce the bot. Your contacts should understand that they are talking with an automated system

  • Be clear about how many questions the bot will ask

  • Use visual aids for each option, such as clearly defined options (1️⃣, 2️⃣, instead of 1, 2) bold *placing the desired word or phrase between asterisks* or illustrative emojis (press the Windows key + dot to view them)

  • Give an "other questions" option for issues the bot doesn't cover

  • The texts of each menu that you create cannot exceed 1024 characters.

 

Exclusive for Zenvia lines

 

Customers will be able to see in their conversation a menu where, instead of typing an option number, they can directly press the chosen option.

choose button

 

This feature allowed by WhatsApp cannot be applied in the following cases:

  • More than 10 options or one of the options with more than 24 characters. A classic menu will be seen, in which the customer will have to choose a number.

  • More than 3 options or one of the options with more than 20 characters. A menu is sent to click and then the customer can select the desired option. In other words, the customer will have to go one step further, as seen in the image below:

sub menu whatsapp

In turn, on Facebook Messenger and Instagram it will be applied whenever:

  • Up to 3 options and less than 20 characters.

 

Why use Zenvia Conversion Bot?

 

Zenvia Conversion Bot is a chabot that is included free with all our plans.

Having a chatbot will save your time on repetitive tasks. The advantage of Zenvia Conversion Bot is, additionally, that it is easy to use and you can create one yourself, no programming knowledge needed. But on top of that:

  • It's friendlier than a form. Social creatures, we prefer talking and interacting that filling out a form.

  • If the qualifying questions are too much and the client abandons the conversation, your team can rescue the contact because you'll already have some information. With a form, that would be impossible. A client who quits in the middle is a lost client.

  • It offers relevant, applicable answers.

  • It reduces response times. In less than a second your client receives an answer, even when contact volume is extremely high.

  • With Zenvia Conversion Bot, you'll no longer need a person to distribute contacts among your team.

     

What can Zenvia Conversion Bot do?

1 - Respond to your clients.

2 - Distribute contacts among your teams and agents.

3 - Qualify leads and close conversations.

Now it's just taking advantage of the advantages that Zenvia Conversion Bot can offer you.

 The Zenvia Conversion Bot is activated only for contacts who initiate the conversation with your company. After the contact follows the Bot flow, they are routed to the designated group or user. If there is no pre-programmed flow, the contact is assigned to a group and follows the distribution rules settings.