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15. Transfer contacts to customer service in RCS message broadcasts
3 min
Created by Leonora Alves on 9/23/2024 9:16 AM
Updated by Leonora Alves on 10/15/2024 9:17 AM

Send mass RCS messages and maintain the conversation with your customers through human support in Zenvia Customer Cloud. This way, you ensure a continuous and seamless experience for your customers, increasing your chances of sales and conversion.

Specifications

  • Supported channel: RCS Rich text - Conversation.

  • Compatible plans: Specialist, Expert, Professional, and Enterprise.

  • Transfer to human support: When the contact replies to the message, the interaction is automatically transferred to the Support Inbox under Commercial Support.

⚠️ Attention: The transfer of contacts to support is only available for users with Operator or Admin profiles.

Prerequisites

  • RCS Configuration: To enable RCS in Commercial Service, it is necessary to open a ticket with our support team. This will allow our team to properly configure the API and integrate the service correctly. Without this technical setup, RCS will not be available for use in the service.

  • RCS Agent: Make sure the RCS agent is integrated and configured in Settings > Channels > RCS;

  • Selection of support groups or agents (optional): If you choose to transfer to support groups or agents, the interaction will be directed based on the configuration set in the registered credential. In other words, the groups or agents must be linked to the RCS agent configured in Settings > Channels > RCS.

💡 Tip: Check out the step-by-step guide for configuring account support assignment.

Configure RCS message transfer to Commercial Support

  1. In Message broadcasts > Broadcasts and Automations, select RCS;

  2. Name the broadcast, select the registered RCS agent, and define the message;

  3. Enable the option Transfer contacts to commercial support;

    1. When this option is enabled, the automatic response will be disabled to allow for continuous support.

  4. Select the person responsible for support (group or agent);

  5. Continue with the next steps of the RCS message broadcast configuration.

💡 Tip: Learn more about contact assignment in broadcasts.

Contacts who reply to your broadcast will appear in Sales > Customer inbox of the selected responsible agent. The information sent includes the message content, campaign ID, and the contact's response. See how to send and receive RCS messages in Sales.

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