Webchat is a multimedia communication channel native to Zenvia, designed for more agile and convenient customer service with unlimited message exchanges within websites and applications.

Conversations initiated by your customers via Webchat will appear in the Inbox as usual (located in the menu sidebar Chats in Zenvia Conversion), alongside conversations from other channels.

Regarding the creation of a Webchat

Unlike other channels, Webchat sessions have no time limit. So you can continue chatting with your customer for as long as they keep the chat window open.

In cases of inactivity (no response from the customer), you can set the time for closing calls in your account settings.

You can use the channel at no extra cost after subscribing to one of our available plans.

💡 Tip: After completing the setup, copy the long Webchat ID created to use it for channel integration into your Zenvia Conversion account.

How to integrate Webchat with Zenvia Conversion

Before starting the process to integrate the channel into your Zenvia Conversion account, you need to know how to create the Webchat through the Zenvia platform (app.zenvia).

Now, follow the steps below to perform the integration:

1. Go to Customer Service Channels > Add Channel > Webchat.

⚠️ Attention: After adding the channel, there will be a verification to determine if your account already has a Zenvia token. If you already have it, simply proceed to the next step. But if your user does not have the token, you will need to log in to your account again using SSO.

💡 Tip: If the Webchat does not appear on the Customer Service Channels, go to Settings > My Profile > Logout and log back into your Zenvia Conversion account.

2. Through the link provided on the Zenvia Conversion instruction screen, access the Zenvia Platform. To do this, use the same email and password that you use for our solution.

3. In Zenvia Conversion, click on the Create new Webchat button and complete the setup steps.

💡 Tip: Disable the Include welcome message option in the Define behavior step to ensure the receipt of messages from this channel in Zenvia Conversion. You can include a welcome message through the Zenvia Conversion Bot.

4. Identify the desired Webchat in the displayed list or search by name (or ID), and click on Create Integration. If the Webchat ID is not appearing, click the Update button.

You're now connected to your Zenvia Conversion account.

Configuration

Go to Customer Service Channels > Webchat > Settings. Assign a user or group responsible for receiving inquiries from this new channel.

Next, copy the Integration Code to implement Webchat on web pages, whether on your website or landing page. You can paste the code in the locations on your site where you want to provide chat for your customers.

All the settings below are essential automations for Webchat to function correctly:

Automated Replies

In Automated Replies, you can configure a standard response to be sent automatically when a customer contacts you outside of business hours.

💡 Tip: Check the article on Setting an Away Message for more information.

Zenvia Conversion Bots

In Zenvia Conversion Bot, you can configure automatic messages. Here's how:

Welcome Message: Create a greeting message to be sent automatically to your customers whenever they start a conversation with your company through Webchat.

Request Contact Information: If you want to obtain basic registration information, such as name and email, you need to activate the Request Contact Information automation.

Satisfaction Survey: With this automation, you can assess your customers' satisfaction with the service received.

With these settings in place, you can make the new channel available to your customers and boost your sales with Webchat on your website!

⚠️ Attention: The creation of welcome messages needs to be configured through Zenvia Conversion Bot.