The WhatsApp channel is activated by Zenvia’s team as soon as a plan is purchased.

About WhatsApp

The WhatsApp channel enables direct, efficient, and personalized communication with your customers, whether for sending promotional messages, transactional updates, or providing support. It is one of the most strategic channels in Zenvia Customer Cloud, and its activation is the first step to accessing several key platform features.

About the Activation

When you purchase a plan, WhatsApp is already included in the package of available channels. To activate it:

• Our specialized team will handle the initial setup according to Meta’s (the company behind WhatsApp) requirements.
• You can monitor the activation status by going to Settings > Channels.

If the Manage account button is available next to WhatsApp, the channel is ready to use.

If you see the Subscribe button, click it to talk to our team and start the activation process.

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.