Handle customer service and monitor interactions between your company and contacts in the Zenvia Customer Cloud Customer inbox. Here, you manage conversations, answer messages, and keepon track service activities.
For example, if someone contacts you after a message broadcast, it is in the Customer Inbox that this person will be responded to. In this way, in one place, you optimize communication with your customers and enhance your conversion strategies.
To access it, go to the side menu and click on Sales > Customer inbox.
⚠️ Attention: This feature is only available for users with the profiles of Agent, Operator and Admin.
Column 1: Customer Inbox
In the first column of the Customer Inbox, you see different sections with types of contacts waiting for service, namely: You, Queued, All, and Teammates.
The numbers on the right represent the quantity of contacts with service issues. The higher the number, the more contacts are awaiting a response. If this pending service counter is zero, it means you are up to date with messages.
- You: Represents the service assigned to yourself or a person on your team (Agent);
- Queued: Represents messages from contacts without a specific user responsible for the service;
- All: Is the overall history of your company's service;
- Teammates: Represents all messages assigned to your team members (Agents).
⚠️ Attention: All and Teammates boxes are only visible to Operator and Admin profiles. Teammates box may or not be shared with other team members.
Column 2: Contacts
In the second column of the Customer Inbox is the area where the list of Open, Pending, Scheduled, and Closed services is located.
💡 Tip: The contact list is located in the Contacts module. To import contacts, read this article about Contact Base.
Below, you can see all interactions between your contacts and your team members.
- Open: represents contacts waiting or currently receiving service. You can filter to view contacts in order from oldest to newest.
- Pending: represents contacts waiting for service and without an assignment. This assignment is related to the action of transferring the service from this contact to another team member.
⚠️ Attention: When a contact is transferred, the active service is closed to start a new one. - Scheduled: represents contacts that received a reminder to be answered on a specific date and time.
- Closed: represents services that were closed manually or by some action. For example, a contact made a purchase or stopped responding. You can filter to view the oldest or newest ones.
To add a contact manually, click on the Add new contact icon. Use the search bar to look for a contact (by name, email, or phone or a specific message).
Column 3: Conversation Chat
This is where interactions and conversations with your contacts take place. In the chat, you can send text and audio messages, attach files, and payment links.
Customer Services begin when you receive a message or when you send a message template and they close manually when there is an assignment or after a period of inactivity.
In the icons at the top right corner, you can change the assignment of the contact, archive the conversation, create a reminder (you choose the date and time), and make calls as well.
Other action options include: Close contact (to end the conversation), add a Label, your Quotes, and some Integration options, such as Shopify and Paypal.
⚠️ Attention: Customer Services do not close when there is a scheduled reminder. Customer Services are not related to WhatsApp sessions. There is only one active conversation per contact.
Action Buttons
For each contact, there is the time of the last received message, the last action taken, and a button with action options: Assign, Close, and See contact info.
When the reminder deadline expires, the message "Expired: [scheduling date] + [scheduling time]" will be displayed in the conversation.
By default, the response to the contact is postponed until the end of the reminder period, and the contact remains in the Scheduled tab. If you want to continue receiving messages from the contact, disable the option to Postpone contact until reminder in the Contact Reminder.
💡 Tip: Click on the contact's name to view all the contact's information and engagement in the engagement monitor.
How the chat works
In the chat, you can see the source of your campaign and the interests of your contacts. The source provides the necessary context to identify the origin of the message, which can be a Click to WhatsApp campaign, a WhatsApp message blast, or responses to templates sent via Zenvia API.
Additionally, you can choose and identify the communication channel used (WhatsApp, Instagram, Messenger, and Webchat).
Click to WhatsApp
In campaigns originated from Click to WhatsApp, a card is displayed in the conversation with the contact, containing the context with the most relevant information of the ad, such as: Source, campaign ID, publication, URL, origin, and date.
Message Broadcast
When a contact responds to a sent campaign, the system transfers the conversation to the selected agent or team, and the message arrives in the customer inbox with the campaign context.
Zenvia API
When a contact responds to a template sent via Zenvia API, the system forwards this response to the inbox with the message context.