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07. Custom Channel
3 min
Created by Maria Malheiro on 6/9/2023 4:13 PM
Updated by Maria Malheiro on 9/18/2024 3:50 PM

The Custom Channel feature allows you to set up a new channel, different from the existing ones in Zenvia Chat, including a custom name and icon. The benefit of this feature is to extend the integration of channels (third-party platforms) from a customizable channel, which can be integrated via API. You can use the Custom Channel in different ways, see some examples below. 

  1. If you have your own platform for active communications with your end customers, but need a Chat tool for customer service, in this scenario, after sending the communication via your platform, if your customer interacts, you can transfer it to Zenvia Chat. 

  2. Or another example of how you can use it is if you use a channel in Zenvia NLU that is not yet integrated with Zenvia Chat and you can overflow the conversations to human service, in this scenario you can create this personalized channel in Zenvia Chat. The Zenvia Chat platform would then be responsible for receiving the information in the established pattern.

⚠️Attention: The Custom Channel feature is only available for the Advanced plan. 

To access this feature, go to Zenvia Chat - Administrator profile > Settings > Channels > Custom Channel.


By clicking +, you can add your new personalized channel. Then fill in the following fields:

Under Icon, you'll be able to add an icon in either of two ways:

1) By choosing ready-made icons;

2) Importing an image. 

💡 Tip: Pay attention to the shape and size of the icon, which should be square and 56 X 56 pixels respectively.  

Under Details, enter the Channel name. This name will appear in the list of channels. 

Next, choose the parameter for the API, which will identify this channel. Finally, click on Add channel. 

Once you have configured and filled in the data for the new channel within Zenvia Chat, you will need to develop the integration that will forward the information via the API. To find out how to carry out this step, create the integration via API.

Once you have created your custom channel, it will be displayed on the screen and you can Edit or Delete it. 

That's it!! Custom Channel created.