In Zenvia Customer Cloud, you can customize how commercial service works — from the team's working hours to how conversations are distributed. The settings configured in this area directly impact the service inboxes of the configured groups.

How to access

Go to Commercial Service > Settings > General Settings to view and adjust the available options.

What you can configure

Below, select the setting you want to adjust and use in your commercial service. Each topic links to the specific article with the complete step-by-step instructions:

How to configure the team's working hours and breaks
Set business days and working hours to control agent availability.

How to create and use your own quick replies in commercial service
Standardize communication with predefined messages for recurring situations.

Configure conversation closing reasons
Define the reasons for closing conversations and improve performance analysis.

Response mode: choose how to manage conversations in the queue
Define how the system distributes and organizes conversations waiting in the queue.

Display agent names in commercial service
Choose whether agent names will be displayed to contacts during conversations.

Configure commercial service history
Enable the recording of previous interactions with contacts for future reference.

Configure service groups

In the Service Groups section, you can organize your team's settings and customize how each group works independently. For more details, see the complete article: Commercial Service Group Settings.