The Telephony feature allows support agents to receive and make calls directly through Zenvia Customer Cloud. These calls can be converted into new tickets or linked to existing ones, offering greater control and service history.
In this article, you will see:
The first step to using the telephony module is to enable it through the access profile.
1. Enabling the feature
By default, the creation of telephony groups is restricted to administrator profiles. To grant access to other profiles:
1. Go to Settings > Access profiles.
2. Select the desired profile.
3. In the Settings tab, enable Allow creation of telephony groups.
4. Save and refresh the page.
2. Creating telephony groups
The next step is to register at least one group. Go to Settings > Telephony Groups and click New.
Configure the tabs:
Main: Define the name of the service group and enter the queue ID, which must be the identifier of the telephony center's queue corresponding to the current group.
Service hours: Set the hours during which calls can be received. If you choose not to use service hours, phone calls will be transferred whenever a group agent is online, regardless of the day or time. If you choose to use service hours, the agent must be online and within the defined schedule.
Holidays: Load holidays during which calls should not be received. On these days, no phone service will be provided, even if agents are online. Use the Load all holidays option to include all holidays registered in the system. You can register new holidays in Settings > SLA > Holidays.
⚠️ Attention: Calls received outside of service hours or without an available agent will generate "missed call" tickets.
Overflow: Overflow allows redirecting calls to another group when:
- No agent in the group is available,
- The group is outside service hours, or
- It is a configured holiday.
When this option is enabled, you must define to which groups calls should be redirected, in priority order. The system will follow this order until it finds an available group.
Parameters: In this tab, you define call transfer rules:
- Allow call transfer: Allows an agent to forward a call to another within the same group (useful when another agent is already handling the request).
- Automatic forwarding to another group: You can set up automatic call forwarding to another group in cases such as: the customer is inactive; the customer's number was not found; or both. You can also disable automatic forwarding if preferred.
Administrators: Telephony group administrators are allowed to monitor ongoing calls and access group indicators. There is no limit to the number of administrators per group.
If you want an administrator to also answer calls, add them as an agent in the next tab.
Agents: Agents are the users enabled to receive calls in the group. Each group must have at least one agent, but there is no maximum limit.
You can arrange the call distribution order by dragging agent names — the system will follow this order fairly, distributing to the next available agent.
⚠️ Attention: Each agent must have an extension registered in their profile (People Registration). Without this, the telephony integration will not work correctly.
After configuring the telephony group, click Save to apply the settings, or Save and create new to start setting up another group. Then, refresh the page so the functionality icons are displayed.
Icon in the top bar: Visible only to agents in the telephony group. It allows them to indicate whether they are available to receive calls.
Sidebar icon: Visible to administrators and agents. Allows monitoring of ongoing calls and, in the case of administrators, access to telephony indicators.
Receiving calls
When a customer calls, the Phone Call tab will automatically open for the agent. This tab cannot be manually closed and will close automatically when the call ends. It will display all tickets associated with the number of the caller.
You can:
- Link the call to an existing ticket by clicking Assign call on the desired ticket.
- Create a new ticket by clicking Create ticket.
⚠️ Attention: If the agent creates a new ticket but forgets to save it, it will disappear. The system will attempt to recover the ticket automatically within up to 4 hours, including the call recording link.
Additionally, in this tab:
- It is possible to edit the customer’s data or create a new contact during the call.
- If the number is not registered, the call will be recorded as from an “unknown requester,” but the ticket will be created normally.
If allowed in the group settings, the agent can also:
- Transfer the call to another agent. Simply select the agent and click Transfer call.
⚠️ Attention: The transfer made on the platform does not transfer the actual phone call. The voice call must be redirected via the phone (extension).
Removing stuck calls from the management screen In cases where calls are stuck in the interface: 1. Action via Zenvia support: Contact the support team to request removal. 2. Self-service action: Access the stuck call removal form and fill in the requested information. ⚠️ Check with your telephony provider for possible source issues, as Zenvia only receives the calls. |
To make an outbound voice call, you need to integrate Zenvia Voice.
⚠️ Attention: Outbound calls are only available for contacts who have allowed voice calls. Additionally, the contacts' phone numbers must be registered in advance.
1. Enabling the telephony parameter
Before configuring outbound voice calls, you must enable the telephony parameter in your account:
1. Go to Settings > Account > Parameters.
2. Click the Additional modules tab and go to the Telephony support section.
3. Enable Telephony support using an external API for calls.
4. Save your settings.
The next step is to use the Zenvia Voice token to integrate it with your Enterprise support module in Zenvia Customer Cloud:
2. Zenvia Voice token
The next step is to use the Zenvia Voice token to integrate it with Zenvia Customer Cloud (Enterprise support):
1. Access Zenvia Voice.
2. Click Developers > API Settings in the top menu.
3. Press the Generate new access token button.
4. Click Copy. If the token doesn’t appear right away, click Generate and then copy the token.
With the token in hand, configure the parameters in Zenvia Customer Cloud.
3. Configure telephony parameters
1. Go to Settings > Telephony > Telephony Parameters.
2. In the Provider field, select Zenvia Voice.
3. Fill in with the API Token.
4. Click Save.
After configuration, you must add the Extension to your account:
4. Add Extension to contacts
1. Go to Profile > Edit profile > Contacts.
2. Go to the Contacts tab, in the Other contacts section.
3. Select the Extension field and enter the contact’s extension.
5. Extension number in Zenvia Voice
1. Open the Webphone;
2. Copy the contact’s number (Example: 2000);
3. Click Save.
How to use outbound calls
Outbound calls are available in Tickets, next to the contact’s name and email, represented by a phone icon.
⚠️ Attention: Contacts not compatible with telephony will not have the phone icon displayed on the screen.
By clicking this phone icon, a modal will appear showing the registered numbers. Select the desired one, click Call and open the Webphone.
During the call, a call monitoring modal will appear showing the contact’s name, Ticket number, and elapsed time.
After the call ends, refresh the ticket to view call information including date, time, and duration.
💡 Tip: The call recording will be available for listening by clicking Listen to message.
If a contact doesn’t answer your call, it will be marked as a missed call in the ticket history.
⚠️ Attention: If you don’t associate the ticket with the desired contact, the call will still be charged, but its context won’t be linked to the ticket — only to the outbound call log in Zenvia Voice.
