The native Mercado Livre (MeLi) connector in Zenvia Customer Cloud allows you to centralize pre-sales and post-sales support 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 the Chatbot module, the Mercado Livre integration enables automated service, answering questions about orders, shipping, payments, and returns in real time, reducing costs and response time.

Mercado Livre Rules in the Chatbot

Within Mercado Livre, sellers are not allowed to request customers’ personal data. The platform may penalize companies 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 steps. For mandatory transfer fields, fill them with a null or blank variable.

How to Use

To use the chatbot with Mercado Livre, after creating your chatbot (Flow or Generative AI), you must link it on the Configure Mercado Livre Integration screen, as explained in Mercado Livre Integration: How to configure and use it in Zenvia Customer Cloud

After that, you will be able to view the interaction/message sent by your customer through Mercado Livre. In Zenvia Customer Cloud > Chatbot > Conversations, conversations are displayed and identified by interaction type (Questions & Answers, Help, or Complaints).

In the Information tab, you can see the conversation duration, the number of exchanged messages, and the filled data. In the Messages tab, you can see the conversation details. When the interaction type is Help or Complaints, and if there are one or more products, the list of purchased products will be displayed in the conversation.

⚠️ Attention: The Automated Triage Chatbot is not available for the Mercado Livre integration.

There are three possible types of interactions/messages:

• Questions & Answers;

• Help (support);

• Complaints.

Questions & Answers

In Mercado Livre, when accessing a product listing and scrolling to the bottom of the page, you will find the Questions & Answers interaction. This follows a one-to-one rule, meaning one question receives a single answer. For example, the customer may ask about the price of a specific item or ask a specific question about the product.

⚠️ Attention: The Questions & Answers interaction type (pre-sales) is not available for Flow Chatbots.

Help

This interaction type is used in the post-sales stage, where customers can ask questions or request support from the seller. The customer asks a question, and response options are provided in the bot. For example: What is your issue?

• Check order status;

• Verify delivery time;

• Request a second copy of the invoice;

• Request product exchange or return, etc.

Complaints

In this post-sales interaction type, customers can submit complaints about the product or order, such as:

• Product not received within the informed timeframe;

• Product received with defects or damage;

• Product different from what was advertised;

• Order canceled or returned without refund;

• Warranty issues, etc.

Done! Mercado Livre process completed.