The communication builder in Zenvia Customer Cloud provides all the necessary tools for any user to create and edit automated flows in a practical and visual manner.

⚠️ Attention: This feature is available only for users with the Operator or Admin profiles.

This article describes all the tools available in the builder. Let's start by teaching you how to access it.

Accessing the builder

To access the builder and create a new communication flow:

1. In the side menu, go to Message broadcast > Broadcast and automation;

2. Select a communication flow template or click on the option to Create automation to build a flow from scratch. You will be directed to the builder.

To access a previously created flow:

• In the list of automations, under Analytics > Automations, click on the three-dot menu and select the Edit option. The builder screen is displayed.

Now that we know how to access the builder, let's learn how to use it.

Understanding the builder tools

Regardless of the method used to access the builder, its initial screen displays the selected automation, and the flow is defined by connecting various steps until it reaches the end. To use these blocks, use the following tools:

• Click on the icon to add a new step;

• Click on the icon to edit an already added step;

• Click on the icon to remove a step.

In addition to these features, at the top of this screen, we have:

• The icon that takes you to the information panel. If a change has been made and not saved, a confirmation message is displayed, and you must confirm whether you want to discard all unsaved changes;

• The icon to rename the automation;

• Activate or Pause buttons, which start or pause your automation. When pausing an automation, be aware that new contacts will not be updated while it is paused. You can reactivate the flow at any time.

• The Save button, which records the changes made.

Next, let's analyze all the steps that can be added to your flow.

Initial Step

Regardless of whether you used a template or started from scratch, the creation of the flow displays an initial step that defines the trigger that activates the marketing automation.

⚠️ Attention: It is not possible to change the type and trigger after a flow has been created.

For triggers associated with lists, the builder allows you to change the list of contacts linked to this initial trigger:

1. Simply click on the icon located in the upper right corner of the step block;

2. In this window, you can add extra lists using the checkbox or remove a used list by clicking on the icon located on each list tag;

3. To finalize the addition (or removal) of lists, click Confirm.

Timer

The Timer is a tool that allows you to schedule specific intervals between automation flow steps.

To add a Timer to the flow:

1. Click on the icon between one action and another in the flow;

2. Select the Timer option;

3. Configure the time that will be considered by the system. In the Time field, enter the number of time, and in the dropdown, define the time unit, which can be: Minutes; Hours; Days.

4. Click the Confirm button to add the step to the flow.

Next, let's describe the Message step and the available sending channels.

Message

This option allows you to send messages through the channels Email, SMS, RCS, and WhatsApp. To add this step:

1. Click on the icon between one action and another in the flow;

2. Select the Message option;

3. Choose the desired channel for sending the message.

Below, we will learn how to send messages through each of these channels.

Email

To send an email, click on the Email option and fill in the fields below:

1. Give a name to the step of the communication flow;

2. Choose the sender's email: this is what will be displayed to the recipients, i.e., who sends the email. If it's not in the list, you can add another email address;

3. Select the email template you want to use. Templates are pre-configured models that can be reused countless times and are useful for standardized content delivery quickly. With the registered email template, just select the model and configure the variables, if applicable;

⚠️ Attention: It is necessary for the selected sender's email to have registered message templates for use. Otherwise, no template is displayed.

💡 Tip: You can customize your message with variables in all text fields of the template, except in the footer. Variable is the message information that will be replaced by personalized data from your customers and must be added at the time of template creation. Use {{variable_name}} to make this indication, as this example: "Hello {{name}}, we received your message at {{hours}} and will get in touch as soon as possible."

4. To continue, click the Confirm button.

SMS

To send an SMS, click on the SMS option and fill in the fields below:

1. Give a name to the step of the communication flow;

2. Use a template or write the sending message;

3. You can customize your message with variables in all text fields. Just click Add variable;

4. Finally, the option Wait for the user's response ensures that the flow continues only after the message receives a response within the scheduled period, which can be in minutes, hours, or days. Therefore, if the user does not respond within the established period, the flow is closed;

5. To continue, click the Confirm button.

RCS

To send an RCS message, click on the RCS option. It is possible to send two types of content:

• Text message;

• Rich card.

Text Message

It is a simple text message. To use it:

1. In the drop-down menu below the trigger agent, select Text Message;

2. In the first field, give a name to the step of the communication flow;

3. In the Add trigger agent link, define the person responsible for forwarding the sender's RCS messages to the recipient;

4. You can customize your message with variables in all text fields. Just click Add variable;

5. Finally, the option Wait for the user's response ensures that the flow continues only after the message receives a response within the scheduled period, which can be in minutes, hours, or days. Therefore, if the user does not respond within the established period, the flow is closed;

6. To continue, click the Confirm button.

💡 Tip: If the Confirm button is not clickable and blue, it means that some required field has not been filled.

Rich Card

It is a type of interactive message format that provides a visual and interactive experience to users. These rich cards can contain images, interactive buttons, image carousels, lists, and forms for collecting information.

To use it:

1. In the drop-down menu below the trigger agent, select Rich Card;

2. Then, simply configure the Rich Card with the interactive features you want.

3. To continue, click the Confirm button.

WhatsApp

To send a WhatsApp message, click on the WhatsApp option and fill in the fields below:

1. Give a name to the step of the communication flow;

2. Select the dispatch number;

3. In Template, choose the message template;

4. In the Configure variables link, all variables used in the message are listed, if any. Just select what it should represent and click Confirm.

5. Finally, the option Wait for the user's response ensures that the flow continues only after the message receives a response within the scheduled period, which can be in minutes, hours, or days. Therefore, if the user does not respond within the established period, the flow is closed;

6. To continue, click the Confirm button.

Finally, let's detail the Condition step.

Condition

The Condition allows you to create a conditional structure in your flow, meaning that a specific step will only occur if the user provides a specific response.

To add this step:

1. Click on the button between one action and another in the flow;

2. Select the Condition option;

3. Choose the possible paths of the flow:

   1. In Change paths based on, define the variable that will be used as an element to make a decision, meaning that if you select Name, the user's response will check if the name matches the added value, and if positive, a certain action will be taken;

   2. In the Select operator field, define whether the condition will be created by containing or being exact to a specific term;

   3. Next, define the specific term that the user needs to activate the condition;

   4. Finally, select what action will be taken if the value passed by the user is identical or contains the value defined earlier. Possible actions are: Send RCS; Send SMS; Send WhatsApp; Send Email; Add timer.

4. Finally, the Add path link allows you to create one more of the checks we mentioned earlier.

💡 Tip: You can create a maximum of four rules.

5. After configuring your condition, click the Confirm button.

In the flow, note that, despite the condition being created, the actions in your flow will still be empty. To fill them, click on and configure as desired.

Done! Now you are familiar with all the tools in the communication rules builder.