The native Mercado Livre (MeLi) connector in Zenvia Customer Cloud allows you to centralize pre-sales and post-sales customer service and integrate order data for strategic business analysis.
By connecting your Mercado Livre account, buyer messages are handled within Zenvia Customer Cloud, turning customer service into a source of conversion, loyalty, and data intelligence.
In this article, you will learn:
How the integration with Mercado Livre works
Prerequisites and important notes
Step by step to integrate Mercado Livre with Zenvia Customer Cloud
How to use the integration
⚓How does the integration with Mercado Livre work?
The integration connects your Mercado Livre store to Zenvia Customer Cloud, allowing you to manage customer service from pre-sales to post-sales for product retailers and advertisers of Vehicles, Real Estate, and Services.
Buyer interactions are centralized in the service modules of Zenvia Customer Cloud.
↳ About the interactions
Pre-Sales Management (Questions and Answers)
Questions asked on Mercado Livre listings are automatically sent to Zenvia Customer Cloud. For example:
Whenever necessary, the conversation can be routed to a human agent to help close the sale.
It is possible to configure chatbots to answer frequently asked questions (FAQ), reducing response time and increasing the relevance of the listing.
Post-Sales Service
This includes questions about orders, product support, exchanges, returns, or complaints, centralizing communication with customers who have already made a purchase. For example:
Receive and reply to messages related to orders, product support, or exchanges directly through the Zenvia interface, using Commercial Service, Support Service, or Chatbot.
Track and handle complaints opened by buyers, ensuring faster resolution and avoiding chargebacks or impacts on the store’s reputation. This service can also be handled by the Commercial Service, Support Service, or Chatbot modules.
The definition of how each type of message will be handled takes place after connecting the Mercado Livre store to Zenvia Customer Cloud. See How to integrate Mercado Livre with Zenvia Customer Cloud – Step 2: Message input configuration.
In addition to interactions, the integration synchronizes strategic data to support business decisions.
↳ About the data layer
Besides message exchange, the connector ingests strategic data to support business decisions, including:
Order centralization: Synchronization of orders, transaction values, and completed sales.
RFM Analysis (Recency, Frequency, and Monetary Value): The data automatically feeds Zenvia’s data layer, allowing the calculation of Recency, Frequency, and Monetary Value (RFM). This makes it possible to identify customer purchasing profiles and average ticket size, supporting more assertive decision-making.
Success Monitor: View key indicators (“Big Numbers”) directly in Zenvia’s Success Monitor, such as total revenue and order volume.
⚓Prerequisites and important notes
Before using the integration, consider the following points:
Available for Mercado Livre Brazil and other Latin American countries.
In the current version, only one Mercado Livre store can be integrated per organization in Zenvia Customer Cloud.
In compliance with marketplace rules, it is not allowed to start active conversations (company → customer) randomly. The interaction must be initiated by the customer or be linked to an order or complaint.
For Product stores, contact creation occurs through the MELI_ID. Data such as phone number or email will only be available if provided by the customer or through integrated invoice data.
For Vehicles and Real Estate, lead data is received normally.
⚓How to integrate Mercado Livre with Zenvia Customer Cloud
Step 1: Account connection
In the side menu, go to Integrations.
Find and select Mercado Livre.
Click Integrate with Mercado Livre.
You will be redirected to the Mercado Livre login page. Select the country corresponding to the store that will be integrated and click Confirm.
Log in using the credentials of an active Mercado Livre store, review the requested permissions, and authorize Zenvia’s access.
Step 2: Message input configuration
After authentication, define how each type of message will be handled:
Click Configure integration.
Choose the input types and the respective responsible service:
Pre-sales: questions and answers on listings.
Post-sales: messages related to orders.
Complaints: messages linked to disputes or dissatisfaction.
If you have any questions, return to the section How does the integration with Mercado Livre work? – About the interactions.
For each input type, select the responsible module:
Pre-sales
Commercial Service → select group or agent.
or Chatbot → select the chatbot.
Mercado Livre determines that pre-sales service allows only one response per interaction. After the message is sent, the text field is automatically locked, preventing further messages in the same conversation.
Post-sales and Complaints
Commercial Service → select group or agent.
Support Service → select department.
Chatbot → select the chatbot.
Configuration example:
Use a Generative AI Chatbot to automatically answer pre-sales questions (FAQ) and route post-sales and complaint messages to Support Service with human assistance.
Finish by clicking Save changes.
⚓How to use the integration
Commercial Service
In the Commercial Service module, go to: Commercial Service > Inbox.
Within the conversation, you will see:
- Source: Mercado Livre.
- Message category (pre-sales, post-sales, or complaint).
- Product according to the listing.
- Direct link to the product page on Mercado Livre.
This information helps the agent gain more context and agility in service.
Chatbot
In the Chatbot module, go to Chatbot > Conversations. Here, you can view the conversations that the Chatbot will handle on Mercado Livre. Conversations are identified by interaction type (Questions & Answers, Help, or Complaints).
Mercado Livre Rules in the Chatbot
Within Mercado Livre, sellers are not allowed to request customers’ personal data. The platform may penalize the company if this practice occurs.
In the Generative AI Chatbot handoff component, when the connected channel is Mercado Livre, the system will ignore the data request configuration in the transfer skill. Even if fields are selected, the Generative AI Chatbot will not request any data.
💡 Tip: You can enhance the Chatbot prompt by reinforcing that it should not request any personal customer data during the conversation.
For Flow Chatbots, simply do not configure any data request step. For mandatory fields in the transfer, fill them with a null or blank variable.
To learn how to use Mercado Livre with the Chatbot, access our documentation.
Success Monitor
In the Analytics > Success Monitor module, you can view general Mercado Livre order data. The real-time data displayed provides a centralized and strategic view of the operation, making it easier to track indicators, identify bottlenecks, and make quick decisions.
The following data will be displayed:
Total orders: number of orders placed in the selected period;
Amount (Average Ticket): average purchase value in the selected period;
Total revenue: total order value in the selected period.
Select the desired period and click View orders to see the following information for each order:
Order;
Date;
Status;
Amount.
Done! Mercado Livre order integration and visualization process completed.