After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially the rules we set to determine whether a contact will be impacted by an automation.

To access this functionality, go to Zenvia Customer Cloud > Specialist Agents > Create new specialist agent > Create from scratch or choose from Zenvia’s available templates > Success Specialist Agent > Conditions - Add condition.

Start by selecting one of the two types of conditions:

• Data-based condition: with this condition, the specialist agent performs an action based on one or more customer data. You define which data will be used, and on scheduled days and times, it checks which customers meet the condition and performs the action.
  Example: You define that the condition is having “São Paulo” in the registered address. The specialist agent checks which customers meet this criterion and performs the action as scheduled.
• Event-based condition: with this condition, the specialist agent performs an action based on the occurrence of a specific event within a defined period of time.
  Example: You define that the condition is the event “end of commercial service.” Whenever this event occurs within the scheduled period, the specialist agent performs the defined action.

Data-based condition

Condition based on one or more customer data. By clicking on Data-based condition and Configure condition, you will have to choose among four categories: Customer profile, Purchase data, Customer grouping, or Contact sentiment.

Customer profile

This category refers to fields available in the contact profile. To access it, go to the side menu: Contacts > Contact base and click the contact’s name on the corresponding line.

• Field: Name, Date of birth, City, State, or Country.

• Operation: Available operations depend on the selected field:

  • Equals to

  • Different from

  • Contains

• Value: Select the condition value depending on the chosen operation.

Purchase data

This category refers to external source data, i.e., integration with your Enterprise Resource Planning (ERP) system.

⚠️ Attention: This category will only show data if you have ERP integration. Otherwise, no data will be displayed.

• Field: Define by Last purchase date or Last open order date. Both can be variable or fixed periods. With Variable, you can define a time range without specifying dates; with Fixed, you can define an exact day or period.

• Operation:

  • For variable date fields: Equals, After, Before, After or Equals, Before or Equals.

  • For fixed date fields: Equals.

• Value: For variable periods, the values available are: Today, Yesterday, Tomorrow, 7 days ago, 15 days ago, 30 days ago, 45 days ago, 60 days ago, 90 days ago, 180 days ago, In 7 days, In 15 days, In 30 days, In 45 days, In 60 days, In 90 days, In 180 days.
  For fixed periods: select specific dates.

Customer grouping

This category refers to customer segmentation using the RFM metric.

• Operation: Equals, Different from.

• Value: Champions, Loyal, Potentially loyal, Recent, Need attention, At risk, Cannot be lost, Lost.

Contact sentiment

This category refers to customers’ sentiments related to their service experience.

• Operation: Equals, Different from.

• Value: Positive, Negative, Neutral.

💡 Tip:For all conditions, you can Delete, Duplicate, or Edit the condition.

Condition types

Conditions can be:

• Combined: when a contact must meet all the conditions to be impacted.
• Independent: when a contact can meet just one of the conditions.

💡 Tip:The classifications below are already automatically made by the platform:

• The first condition created is defined as If.

• Conditions added within the same group are always And (Combined condition). All must be met at the same time. Example: Condition 1 and Condition 2.

• Conditions across different groups are interpreted as Or (Independent condition). Only one condition must be met. Example: Condition 1 or Condition 2.

• Finally, click Add condition or Back to return to specialist agent creation.

Event-based condition

Condition based on the occurrence of a specific event. By clicking on Event-based condition and Configure condition, the category Support will be preconfigured with the operation Equals and the value Service completed.
That means whenever support equals “Service completed,” the created action will be triggered.

 Finally, just click Add condition, and you’re done!