1. What is the new Webchat 2.0 version?
Webchat 2.0 is an evolution and modernization of the Webchat conversational channel within the Zenvia Customer Cloud platform. It allows companies to embed a chat window directly into their websites or applications to assist customers in real time. It acts as a gateway to automate and organize interactions within the company's own digital environment.
2. Features and Functionalities: what can we count on?
Chatbot and AI Integration: It is possible to connect Webchat to virtual assistants powered by generative AI or pre-defined flows (Zenvia Bots) to answer frequent questions automatically 24/7.
Handoff to Human Support: If the bot cannot resolve the customer's issue, the conversation is automatically transferred to an agent in Zenvia's centralized dashboard (Zenvia Chat).
Customizable Appearance: Companies can customize colors, greeting messages, and logos so that the widget aligns with their website's visual identity.
Lead Capture: Allows the creation of initial forms (requesting name, email, or phone number) before starting the conversation to capture data from potential customers.
Omnichannel View: Messages sent through Webchat land in the same inbox used by the team to respond to interactions from other channels, such as WhatsApp, Instagram, and email.
In-Chat Audio Recording: Enables both the agent and the end customer to record and send voice messages directly within the chat window.
3. What changes for users and end customers with Webchat 2.0?
For operators/agents, navigation has become smoother and more agile. For end customers, the visual experience and usability of the website widget are more modern, clear, and easy to use. In addition, version 2.0 features updated multi-factor authentication protocols, providing enhanced protection against unauthorized access during chat sessions.
4. How does the handoff from WhatsApp to Webchat work?
When a support session started on WhatsApp is transferred or directed to Webchat, the entire previous conversation history is maintained on the support screen. This prevents the customer from having to repeat information and gives the agent full context.
5. What happens if the customer closes or leaves the Webchat screen during support?The support session is not lost. Since the conversation started on WhatsApp, the customer can reopen the WhatsApp chat and click the same link sent by the agent. Upon accessing the link, the message history is retained and automatically loaded, as the information is safely saved in the device's cache. Message history is only lost if the user switches devices.
6. Where and how is conversation data stored?
Data is stored in two layers: locally (on the user's device) and in the cloud (in the database).
In the user's browser: An ID is saved in cookies (or cache) to authenticate and identify returning customers.
In the database: The conversation history is stored securely for one month.
7. How does audio recording work in Webchat 2.0?
Both the agent and the end customer can record and send voice messages directly within the chat window. Simply press and hold the microphone icon, record the message, and send.
8. Is there a time or file size limit for audio recordings?
There is no specific pre-defined time limit, but there is a file size restriction. Currently, the maximum supported file size for audio uploads is 50 MB.
9. Is Webchat 2.0 available on all Zenvia Customer Cloud plans?
Yes, Webchat 2.0 is available on all plans. The same availability and access rules that applied to Webchat 1.0 apply to this new version.
10. Is the new Webchat layout compatible with mobile devices?
Yes, the 2.0 interface was developed to be 100% responsive, adapting seamlessly to smartphones, tablets, and desktops.
11. What changes for current Zenvia Webchat (old version) users? Do customers need to contact Zenvia to perform the migration?
No. The migration will be 100% automatic and seamless for all Zenvia customers using Webchat ZCC. There will be no loss of existing functionality, nor any blocks caused by not setting up a new feature.
12. Will customer contracts change?
No. Current customer contracts remain exactly the same. Version 2.0 is a free technological upgrade of the product, requiring no contractual addendums, new subscriptions, or modifications to active terms.