The Support Inbox is a feature of the Zenvia Customer Cloud's Support Service module, where conversations between agents and customers occur via tickets.

In the Support Inbox, you can view conversations organized by status: Open, In Queue, Pending, and Expired. Use filters to sort conversations by oldest or newest, or view them by all groups or specific ones.

⚠️ Attention: This feature is available to users with Agent, Operator, and Admin profiles. Only WhatsApp, Facebook, and Webchat channels are available in the Support Inbox.

Conversation Management

On the left panel, you will find an organized list of all interactions between customers and agents, as well as ongoing conversations. The displayed information includes:

• Customer's name;
• Date of the conversation;
• Channel of the conversation's origin (WhatsApp, Facebook, or Webchat);
• Preview of the conversation content (the first line of the conversation is displayed right below the customer's name);
• Unread message indicator (a numbered circle indicating the number of unread messages in each conversation).

💡 Tip: The conversation status updates according to user actions.

Available Actions

When selecting a contact, you can access the following options via a dropdown menu :

• Start conversation: Begins the support flow between agent and customer.
• Transfer conversation: Transfers the conversation to another department or agent.
• Close conversation: Ends the conversation with the customer.
• View details: Opens the customer’s record, displaying the contact information.

Conversation Details

On the right panel, details and history of the selected conversation are displayed, including:

• Department name;
• Linked ticket;
• Service type;
• Interaction origin channel (WhatsApp, Facebook, or Webchat);
• Start date and time of the support;
• Interaction timestamps;
• Read status indicator.

Actions Within the Conversation

During a conversation with the customer, you can perform the following actions:

View contact details;

Transfer customer to another department or agent;

Close conversation;

View support ticket: Displays information such as ticket number, status, subject, ticket type (public or internal), requester, service, category, priority, estimated resolution time, and responsible agent.

Sending Messages

The Support Inbox offers various tools for sending messages, including emojis, file attachments, audio recordings, and more.

• First Contact via WhatsApp: To start a conversation with the customer via WhatsApp, you must send a message template approved by Meta. Use one from your gallery.

After choosing the template to start the conversation, set the time the conversation will remain open awaiting a response. After this period, the conversation will be automatically closed.

• 24-Hour Session: After sending the first message, a 24-hour window opens for unlimited conversations with the customer. After this period, a new message template will need to be sent to continue the conversation.