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  5. 04. Frequently Asked Questions
Frequently-Asked Questions
4 min
Created by KM on 2/10/2023 4:30 PM
Updated by Karine Moreira on 1/7/2025 2:30 PM

Check the answers to the most frequently asked questions about Zenvia Conversion.

Reports and Consultants
Summary Panel

  • What counts as activities? The Summary Panel displays real-time information. Activities include any operation performed on a contact, such as messages, calls, transfers, creations, notes, quotes, or schedules.

  • Contacts taken today: what does it mean? It refers to the action of assigning a contact to a portfolio, removing it from the "unassigned" category.

  • Delay in service: how is it calculated? It is measured from the moment the potential client is registered or reactivated until assigned to a consultant.

New Contacts and Conversations

  • New conversations: what defines a conversation? The report considers any interaction performed within the filtered period, such as messages, transfers, or notes. If at least one action is registered in Sirena during the period, the contact is counted.

  • Closed conversations: when are they considered closed? A closed conversation is one that is archived, transferred, or ended, except for the reasons "Waiting for visit" and "Waiting for reminder," which only "close the contact" until the reminder.

  • Source table: why is there a discrepancy with new contacts? The "New Contacts" box reflects recent creations, while the table counts the current total of contacts. Deleted contacts may explain differences.

Other clarifications

  • Entabled: Number of first response times.

  • Closed: Contacts without open conversations.

  • Heat map: Indicates the volume of open conversations by the hour.

  • Panel cohort: Reflects actions performed on potential clients within the applied filters.

Team Performance

  • First response time: how is it calculated? It is measured from the creation of the contact or the sending of the first message in a new conversation.

  • Total conversations: what does it cover? Includes all conversations conducted between consultants and contacts within the filtered period.

  • Response time per hour: what does it represent? Measures message and response pairs (response time), not just the first response.

Billing

  • Where can I find my invoice? Invoices are available on the platform, accessible by admin users, or sent via email. To change the email for receipt, contact financeiro.cvbr@zenvia.com.

  • How to request bonuses or cancel my account?

    • Bonuses: Contact the Customer Success team via conversion.cs@zenvia.com.

    • Cancellation: Fill out this form.

Plans and costs

Additional users

  • Definition: Additional licenses contracted beyond the plan.

  • Acquisition: Request via financeiro.cvbr@zenvia.com.

  • Cancellation: Can be done by the admin or via email.

Credit Packages (WhatsApp, Instagram, and Facebook)

  • Cost: Check on our website.

  • Consumption: Billed for the previous month.

  • Advance purchase: Available upon request.

Account status and consumption details
Available for admin users in the "Account Status" section. For more information, see this article.

WhatsApp Line

  • Cost: R$500 per line.

  • Billing: Monthly, quarterly, semi-annual, or annual, due 20 days after issuance.

Payment methods

  • Brazil: Credit card or bank slip.

  • Argentina and Mexico: Credit card and bank transfer (amounts over USD 1000).

  • USA and other countries: Credit card or bank transfer.

  • Note: We do not accept cash or PayPal payments.

How to change the credit card?
Log in with an admin user and follow the instructions in this article.