After filling in the expert agents details, this is the second step in creating expert agents: defining the conditions for its execution. Start by selecting a Category. Conditions are essentially the rules we set to determine whether a contact will be impacted by an automation.

⚠️ Attention:This feature is available for users with the Administrator/Operator profile.

To access this feature, go to Zenvia Customer Cloud > Expert agents > Create new expert agent > Conditions - Add condition.

Category

We provide four categories for you to choose from: Contact profile, ERP data, Customer grouping, or Contact feeling.

Contact profile

This category refers to the fields available in the contact's profile, Contacts module.

• Field
  Define Name, Date of Birth, City, State (UF), or Country.

• Operation
  The available operations depend on the selected field:

  • Equals;

  • Not equal to;

  • Contains;

  • Does not contain;

  • Starts with;

  • Ends with;

  • Greater than;

  • Less than;

  • Greater than or equals;

  • Less than or equals.

• Value
  The condition's value, depending on the operation.

ERP data

This category refers to data from an external source, i.e., integration with your ERP.

⚠️ Attention: This category will only display data if you have integration with an ERP. Otherwise, no data will be shown.

• Field
  Last purchase date, which can be a variable or fixed period.

• Operation

  • For date fields with a variable period, the available operations are:

    • Equals;

    • Greater than;

    • Less than;

    • Greater than or equals;

    • Less than or equals.

  • For date fields with a fixed period, the only available operation is "Equals."

• Value

  • For variable periods, the available values are:

    • Today;

    • Yesterday;

    • 7 days ago;

    • 15 days ago;

    • 30 days ago;

    • 60 days ago;

    • 90 days ago.

  • For fixed periods, the available values include a date selection.

Customer grouping

This category refers to the segmentation of contacts, based on the RFM metric.

• Operation

  • Equals;

  • Not equal to.

• Value

  • Champions;

  • Loyal;

  • Potential Loyalty;

  • Recent;

  • Needs Attention;

  • At Risk;

  • Must Not Lose;

  • Lost.

Contact feeling

This category refers to the sentiments of customers related to their service experience.

• Operation

  • Equals;

  • Not equals.

• Value

  • Positive, Negative, Neutral.

💡 Tip:  For all conditions, you can use the Delete, Duplicate, or Edit Condition buttons.

Types of Conditions

Conditions can be of the following types:

• Combined: When a contact must meet all the stipulated conditions to be impacted.

• Independent: When a contact only needs to meet one of the stipulated conditions.

💡 Tip:  These classifications are automatically managed by the platform. The first condition you create, as "If," will have any additional conditions within the group as "And" (Combined Condition), and between groups, they will always be "Or" (Independent Condition).

Remember, a Combined Condition (And) requires all conditions to be met, i.e., Condition 1 and Condition 2. Meanwhile, an Independent Condition (Or) allows one or the other, i.e., Condition 1 or Condition 2.

Finally, click Add Condition or Back to return to the automation creation process.

Done! Conditions created.