1. What is the new Webchat 2.0 version?

Webchat 2.0 is an evolution and modernization of the Webchat conversation 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 serves as an entry point to automate and organize interactions within the company's own digital environment.

2. How does Webchat 2.0 work?

• Conversation start (multiple entry points):

  • Directly in the company's environment: The customer accesses the website, portal, or logged-in area, and the Webchat 2.0 widget appears on the page for real-time support.

  • Start via WhatsApp (Traffic Offloading): The customer is reached via WhatsApp (e.g., via a message with a button/link) and is directed to continue the conversation inside Webchat 2.0 through an in-app browser or PWA, keeping the context without typing their data again and with no cost per message.

• Zero friction and automatic identification:

  The system recognizes the customer and contextual data passed through the URL (such as contract, campaign, and source), eliminating manual form-filling.

• Support types and automation:

  • Automated by Chatbot and AI Agents: Performs initial triage, answers FAQs, and handles intelligent handoffs.

  • Directed to sales support: Connects the customer to sales opportunities and payment methods.

  • Routed to support and post-sales: Routes to human agents in a unified Zenvia Customer Cloud inbox.

• Advanced interaction features:

  • Free messaging exchange;

  • Native sending of audio, attachments, screenshots, and geolocation;

  • Support for Push notifications and saving the application on mobile (PWA).

3. What features and capabilities can we rely on?

• Chatbot and AI Integration: Connect Webchat with virtual assistants powered by generative AI or predefined flows (Zenvia Bots) to answer FAQs automatically 24/7.

• Handoff to Human Agents: If the bot cannot resolve the customer's issue, the conversation transfers automatically to an agent in Zenvia’s centralized dashboard (Zenvia Chat).

• Customizable Appearance: Companies can change colors, greeting texts, and logos to match the website's visual identity.

• Lead Generation: Allows setting up initial forms (asking for name, email, or phone) before launching the chat to capture potential customer data.

• Omnichannel View: Messages sent via Webchat arrive in the same inbox used by teams to handle other channels like WhatsApp, Instagram, and email.

• Audio Recording in Chat: Allows both agents and end customers to record and send voice messages directly in the chat window.

4. Where can Webchat 2.0 be used and integrated?

Webchat can be used and integrated with:

• Sales support;

• Customer support;

• Flow-based chatbots;

• Generative AI chatbots.

5. What are the benefits of Webchat 2.0?

• Centralization of customer service in a single environment;

• Real-time support directly on the website;

• Automation capabilities with chatbots;

• Transfer to human support;

• Integration with other Zenvia Customer Cloud channels;

• Conversation monitoring and analytics.

6. What changes for users and end customers with Webchat 2.0?

For agents/operators, navigation became smoother and more agile. For the end customer, the widget's visual experience and usability on the site are more modern, clear, and user-friendly. Additionally, version 2.0 features updated multi-factor authentication protocols, delivering greater protection against unauthorized access during chat sessions.

7. How does the handoff from WhatsApp to Webchat work?

When a conversation started on WhatsApp is transferred or directed to Webchat, the entire prior conversation history is preserved on the support screen. This prevents customers from repeating information and provides agents with full context.

8. What happens if the customer closes or leaves the Webchat screen during support?

Support is not lost. Since the interaction began on WhatsApp, the customer can reopen the WhatsApp chat and click the same link sent by the agent. Upon opening the link, the message history is retained and loaded automatically, as data is securely saved in the device's cache. Message history is only lost if the user switches devices.

9. 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 the customer upon return.

• In the database: Message history is securely stored for one month.

10. How does audio recording work in Webchat 2.0?

Both agents and end customers can record and send voice messages directly in the chat window. Simply press and hold the microphone icon, record the message, and send it.

11. Is there a time or size limit for audio recordings?

There is no specific predefined time limit, but there is a file size restriction. Currently, the maximum supported size for audio files is 50 MB.

12. 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.

13. Is the new Webchat layout compatible with mobile devices?

Yes, the 2.0 interface was developed to be 100% responsive, adapting perfectly to smartphones, tablets, and desktops.

14. What changes for current users of Zenvia's old Webchat version? Do customers need to contact Zenvia for migration?

No. Migration will be 100% automatic and seamless for all Zenvia customers using Webchat. There will be no loss of existing features nor any lockouts due to unconfigured new features.

15. Will Zenvia customers' contracts change?

No. The current contract remains exactly the same. Version 2.0 is a free technology evolution of the product, requiring no contractual addendums, new subscriptions, or modifications to active terms.