Welcome to Zenvia Customer Cloud's Help Center! 

On this page, you will find all the usage documentation for Zenvia Customer Cloud organized by categories, following the software’s side menu. We also have complementary materials for developers and a FAQ section.

For Devs

Learn about the API integrations to connect external data and functionalities to Zenvia Customer Cloud.

• Zenvia Customer Cloud for Devs (APIs)

Home
Find information about Zenvia Customer Cloud: what it is, how to create an account, log in, get started, manage organizations, change your password, and use the Notification Center to stay up to date.

• Create account and login
• Getting started
• Overview of the software
• Manage organizations
• How to change my password

Contacts 
Get to know the contact base and learn how to manually add, import from a file, segment, monitor engagement, export data, handle invalid contacts, and best validation practices.

• Contact base
• Import contacts from a file
• Contact segmentation rules
• Contact lists
• Manually add contacts

Message broadcast
Learn how to send messages via SMS, email, WhatsApp, and RCS, and configure variables, use tags, choose the sending method, and re-engage contacts. Learn to create automated flows, use communication workflows, manage automations, and export broadcast reports.

• Send SMS messages
• Send WhatsApp messages
• Send email messages
• How to use variables to send personalized messages
• Send message at the best time

Ads
Learn how to turn Instagram posts into ads that drive leads to WhatsApp and make it easier to complete the sales journey with Commercial Support or Chatbot.

• Introduction to Meta Ads Manager: Concepts and features
• Boosting posts
• Daily budget: How it works and value variations
• Change custom audience settings
• Link WhatsApp with Meta Business Manager

Sales

Learn how to use communication channels for your sales strategies, integrate CRM and marketplace, track team activities, and measure customer interaction metrics. Learn to configure working hours, quick responses, closure reasons, conversation management, users, and customer service distribution.

• Start customer service with a WhatsApp message template
• Customer Inbox
• Sales Settings
• Contact assignment
• Shared customer inbox

Support Service

Learn how to provide support through tickets, operate chats in the support inbox, and manage SLA contracts. Understand how to configure dashboards, types of views, tickets, triggers, transfer rules, working hours, automatic messages, and post-sales chat conversations.

• Overview of tickets
• Dashboards and Views
• Support Service Settings
• Triggers
• SLA Contracts

Chatbot

Learn how to create and configure chatbots from scratch or using models and conversational flows with the desired channel. Discover how to forward the chatbot to human support, use and customize with Generative AI, integrate it into the website, automate triage, and analyze the customer journey with the flow map.

• Overview of Generative AI Chatbot
• Managing content for chatbots on the Knowledge base
• Add skill to chatbot
• Choosing the chatbot flow creation format
• Create and adjust chatbot personality 

Expert agents

Understand how to create and configure automatic actions through expert agents. Learn how to set conditions, configure a timer, and analyze data using usage statistics.

• How to Create Expert agents
• Conditions for execution Expert agents
• Configure the Expert agent timer
• Actions in Expert agent 
• Expert agents usage statistics 

Analytics

  Understand the reports with consolidated data from automation modules, broadcast messaging, campaign performance, metrics and indicators for commercial and support services, triages, qualifications done by chatbots, and plan consumption.

• Conditions and consumption of InteractionZ
• Message Broadcast report
• Campaign analysis
• Consumption report
• Chatbot analysis

Settings

Learn to configure communication channels, create and manage message templates, shorten links for use in broadcasts, obtain access keys to connect systems and webhooks, conduct tests in Sandbox, manage users and organizations, and consult financial information, contracts, and plans.

• Register WhatsApp message templates
• Register domain and add email address
• Define user access permissions
• Integrate the WhatsApp channel 
• Overview of available channels
• Plans and contracts
• Add and manage organization users 
• Integrations with market tools

FAQ

Find quick answers to the most common questions about Zenvia Customer Cloud features.

• Create CSV files for import
• Rules for sending SMS messages
• Rules and usage definitions for WhatsApp
• Area and country calling codes review in message broadcast
• Errors in sending messages