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What are Conversations in Zenvia Conversion?
What are Conversations in Zenvia Conversion?

Check the meaning of conversation in Zenvia Conversion to understand better your reports and business results

Wanda Polverini avatar
Written by Wanda Polverini
Updated over a week ago

The idea of conversations is to group messages belonging to one theme, time period, request, or interaction in a somewhat flexible or organic way, to be able to use them for further analysis or features.

Properties and behavior:

  • Every operation in a chat belongs to a conversation

  • A conversation ties a prospect and an agent or bot

  • Conversations are not related to WhatsApp sessions

  • There can only be one active conversation per prospect

A conversation starts when:

  • a prospect is created via API or manually

  • a prospect is unarchived (manually or by an action, for example, a new message from the agent or a merge)

  • a prospect is transferred

A conversation ends when:

  • a prospect is transferred

  • an agent closes the conversation

There are some specific close reasons that will not close a conversation: "Waiting for reminder" and "Waiting for a visit" (snooze). When a prospect is transferred, the active conversation is closed and a new conversation starts.

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