Get answers to your questions about software plans and channels, additional costs, invoices, and cancellations from Zenvia Customer Cloud.

What channels are available in the plans?

There are seven channels available in a single package, each with its respective unit prices. You have the flexibility to mix and match the channels according to the functionalities you want to use within the software:

The chosen package does not accumulate between months.

What features does each plan offer?

To find out which features are available in each plan, check our website.

How can I change my software plan?

To change your software plan, contact Zoe directly through the Chat with Zoe icon , located in the horizontal navigation menu of Zenvia Customer Cloud.

I want to increase my number of users, how do I do that?

Each software plan has a specific number of users included in the price, but you can still add more users for an additional fee.

To increase the number of users in your software plan, follow these steps:

1. In Zenvia Customer Cloud, go to Settings > Users and organization;
2. If the number of users has already exceeded the quantity allowed by the plan, when trying to add a new user, a message will inform you that you have exceeded the limit.

You can check the number of users available in your plan on the Current plan card on the homepage, or Analytics > Usage.

When you add an additional user, they will receive an email invitation. The user will only be considered excess after accepting the invitation and becoming active within the software.

I exceeded the contracted limit in the channel package. Can I consume more?

The channel package in Zenvia Customer Cloud enables the use of communication channels and operates based on a specific value that you contract. Within this value, you can use any available channel, each with its unit price.

When you purchase it, you have access to all these sending options, and you are not limited to using only one channel at a time, meaning you can use WhatsApp, SMS, email, RCS, Facebook Messenger, Instagram, and Webchat as you wish.

If you exceed the limit of the contracted package, you will be notified and can continue using the channels, being charged for the excess usage.

You can check the consumption of the channels contracted in your plan and the excess consumption on the Current Plan card on the software's homepage, or Analytics > Usage.

Why do I have an additional charge on the invoice?

It may happen that you have added more users than provided by your plan or that the InteractionZ consumption has exceeded. For this reason, there was an additional charge.

See the user and InteractionZ limit per plan:

• Starter: up to 1 user and 100 InteractionZ;
• Expert: up to 10 users and 500 InteractionZ;
• Specialist: up to 50 users and 2,000 InteractionZ;
• Professional: up to 50 users and 5,000 InteractionZ;
• Enterprise: unlimited users and InteractionZ.

Consult additional charges at https://www.zenvia.com/en/customer-cloud/.

How do I cancel my plan?

Do you want to cancel your account? That's too bad! 😔

In order for us to proceed with the cancellation, it is necessary to open a ticket with Zoe through the Chat with Zoe icon , located in the horizontal navigation menu of Zenvia Customer Cloud.

⚠️ Attention: Please refer to the General Terms of Service to understand the policies and procedures related to contract cancellations.

A ticket will be opened for the responsible department, which will proceed with the cancellation. You will receive an initial response from our team at the registered email. Remember to check your spam folder.

Setup and billing: When should it be paid?

The Setup payment, corresponding to the initial activation of the product in the first month, is always charged together with the invoice for the next month, according to the established contract period.

As for billing, it follows a similar cycle to that of a franchise, based on the plan's contract period. For example, if the contract is made on the 15th, payment will be due on the 15th of the next month.