Your communications and marketing achieve better results by knowing your audience better. To do this, analyze the engagement of specific contacts with the Engagement Monitor of Zenvia Customer Cloud.

In addition to providing basic information about contacts, it provides insights and relevant data that can be used to identify leads who are more likely to engage with your brand, or to segment them according to their interest in a specific type of communication.

⚠️ Attention: Users with the Agent profile can only view contact data. Only users with the Operator and Admin profiles have full access to the engagement monitor's features, such as editing, removing, adding to lists, and sending messages.

With this information, you can:

• Identify contacts who show no interest in your communications;

• Create more personalized messages targeted to specific groups;

• Optimize communication delivery by knowing the times and frequencies that are more likely to be opened and read;

• Track the performance of your messages with engagement data to adjust your strategies as needed.

To access the Engagement Monitor:

1. In the left sidebar menu, go to Contacts > Contact Base;

2. Then, on the contact row, click on the contact's name.

Next, see the available contact information and how to interpret it.

Registration data

These are the general details of the contact, such as phone number, email, how long they have been a contact, and their origin. The origin of the contact depends on how they were added to the contact database, which can be:

• App
  Example: Omie, Google Sheets
• App + Specification
  Example: Facebook Leads - Page Test 1 Client A
• Campaign
  Example: Campaign {Campaign Name} - Channel
• Manual Import
  Example: Manual import
• Contact Manager API
  Example: API
• CSV File
  Example: CSV Import - {File Name}
• Direct Interaction (without external import)
  Example: WhatsApp - WhatsApp Business Credential, Facebook Messenger - Facebook Account, Instagram - Instagram Account, Webchat
• Direct Interaction with Chatbot Triage (without external import)
  Example: WhatsApp - WhatsApp Business Credential - Bot Flow Name; Facebook Messenger - Bot Flow Name; Instagram - Bot Flow Name; Webchat - Bot Flow Name

Edit contact data

You can edit or view all contact information by selecting the option to View details or Edit data. You will be directed to the contact details page and can make changes manually.

Delete contact

To delete the contact from the base, click on the icon and select the option to remove it. The contact is permanently removed from your base and all selected lists.

Contact list

These are the contact lists to which the recipient belongs.

Include contact in a list

You can add the contact to another list. Just click on Include contact in a list and select an existing one to link the contact to. 

The contact can be included in one or more lists.

Remove contact from this list