The WhatsApp channel provides direct, efficient, and personalized communication with your customers, whether for sending promotional, transactional, or support messages. It is a core part of Zenvia Customer Cloud’s features, and activating it is the first step to using key system functionalities.
How to activate the WhatsApp channel
When you purchase a plan, the WhatsApp channel is included in the available channels package. To activate it, you’ll receive support from our specialized team, who will guide you through the setup process according to Meta's requirements (the company that owns WhatsApp).
You can check activation by navigating to Settings > Channels. If the Manage account button is available next to WhatsApp, the channel is ready to use. If not, click Subscribe to speak with our team.
Questions about activation? Check out the Rules and usage definitions for WhatsApp.
Available features with the WhatsApp channel
With the WhatsApp channel active in Zenvia Customer Cloud, you can:
Automate customer interactions through integrated chatbots
Set up automated flows to answer frequently asked questions, collect information, or qualify leads before routing them to a human agent—ensuring 24/7 availability and speed.
Offer agile, centralized support through the customer service module
Use the service module to organize incoming conversations, assign them to teams, and track support metrics, providing a consistent and efficient customer experience.
Make direct sales through the channel by linking campaigns to commercial service
Launch WhatsApp campaigns, like Black Friday promotions, and automatically direct interested customers to the commercial service team, where they can chat with an agent and complete their purchase.
Route conversations to specialized agents based on the customer’s topic or need
Use specialized agents to automate conversation routing based on rules you define (e.g., keywords, time, entry channel). For instance, a customer mentioning "payment issue" can be redirected to the finance team, while someone engaging with a campaign can be transferred to the sales team—ensuring accurate assistance and a better customer experience.