Set up and customize customer service options in Zenvia Customer Cloud to enhance the customer experience and streamline your team’s work. The configurations applied will be reflected in the Service Queues of the groups you set up.

In this article, you will learn:

• How to define your team’s working hours
• How to create and edit quick response messages
• How to configure reasons for closing cases
• How to manage conversations in the queue
• How to set agent name display preferences

Getting Started

Go to Sales > Settings > General Settings to adjust the options.

⚠️ Attention: Users with the Agent role have limited access to Working Hours and Quick Responses. Other options are available only for Operator and Admin roles.

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Defining Your Team’s Working Hours

Set up workdays and hours to control service availability.

Steps to configure:

1. Under Working Hours, click Manage.
2. Add, adjust, or remove hours:
   1. Enable/disable specific weekdays.
   2. Set work hours in the From and To fields.
   3. For intervals, click Add hours.
3. Click Save.

Example:

• Monday:
  • From 9:00 AM to 12:00 PM
  • From 1:00 PM to 6:00 PM

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Creating and Editing Quick Response Messages

Simplify communication with predefined messages for recurring situations.

Steps to configure:

1. Under Quick Responses, click Manage.
2. On the management screen, you can:
   1. View, create, or delete quick responses.
3. To create a new response:
   1. Click Create Quick Response.
   2. Fill in the Template Name and Message fields.
   3. Use variables such as name, address, or email if needed.
   4. Click Save.

⚠️ Attention: Quick responses are used only for ongoing cases. For the first interaction, use a message template.

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Configure the reasons for closing conversations

Define the reasons to end conversations and improve performance analysis.

How to configure:

1. In the Closure Reasons option, click Manage.
2. In the management screen, you can:
   1. View, create, or delete closure reasons.
3. To create a new reason:
   1. Click Create Closure Reason.
   2. Fill in the Closure Reason and Associated Group fields.
   3. Click Save.

💡 Tip: Use the Closure Reasons Analysis to evaluate team performance.

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Choose how to manage conversations in the queue

Define the system behavior when handling queued contacts.

How to configure:

1. In the Response Mode option, click Manage.
2. Choose between:
   1. Automatically move to the next contact in the queue after an interaction.
   2. Continue the conversation with the current contact.
3. Click Save.

⚓︎

Set agent name visibility

Allow agent names to be visible to contacts during message exchanges. To do so:

1. Select Manage;
2. Enable the preference. Only one option can be active at a time. If one option is enabled, activating the other will automatically disable the first, and vice versa. Choose between:
   1. Show only the first name;
   2. Show full name.
3. Click Save.

With this setting enabled, the agent's name will be included in the message body, visible to the contact, across all commercial communication channels (WhatsApp, Instagram, Facebook Messenger, and Webchat).

⚠️ Attention: This setting is only available for administrators of the parent group and hidden from subgroup administrators.