Brand
Meta Business Partner
Zenvia, a Meta Business Partner, built a Meta Business Agent on WhatsApp for its client, Agro Amazônia, to provide technical support, handle complex inquiries, qualify leads and route conversations to human agents when needed.
93%
reduction in escalation rate, attributed to Meta Business Agent on WhatsApp*
3-second
average response time, down from 15-45 minutes, attributed to Meta Business Agent on WhatsApp*
242%
increase in weekly conversation volume with zero added headcount, attributed to Meta Business Agent on WhatsApp*
47
high-value leads dynamically qualified in 2 weeks, reducing qualification time from 3 days to instant, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
High-volume support for agribusiness affiliates
Zenvia is a customer experience platform that helps enterprise brands build communications solutions on WhatsApp. Agro Amazônia, a Sumitomo company, is one of Brazil’s leading agricultural solutions providers, delivering inputs, technology and logistical support to a large network of farmers and affiliates. As demand for real-time technical support grew, the company’s previous approach couldn’t handle the volume. Together, Zenvia and Agro Amazônia set out to automate complex support.
Their Goal
Improving support without slowing down
Agro Amazônia needed to handle a growing volume of complex technical inquiries from its network of farmers and affiliates. Its previous support model relied on static menus, keyword routing and direct human intervention, which limited capacity and left questions unanswered outside business hours.
“Meta Business Agent has transformed our primary touchpoint on WhatsApp into a scalable service hub. By pairing it with Zenvia’s platform and Professional Services team, we handled over 1,400 complex technical conversations in our first two weeks alone, delivering immediate value for our agribusiness affiliates.”
Talassa Vieira
IT Manager, Agro Amazônia
Their Solution
Automated technical support on WhatsApp
Using Meta Business Agent Platform, Zenvia helped Agro Amazônia build a Meta Business Agent on WhatsApp to provide technical support for its network of farming affiliates. Before this, every question about product information, pricing or order status required an employee to manually look up the answer in legacy databases and respond individually. The team had limited working hours, and affiliates who needed answers outside those windows had to wait until the next business day.
Once Business Agent was live on WhatsApp through Zenvia’s platform, the support experience became a guided conversation. The agent was integrated with Agro Amazônia’s backend systems, allowing it to perform real-time lookups and execute operations on its own. For questions that required specialized expertise, the agent routed conversations to team members with full context of the prior interaction.
The agent operated 24/7, handling inquiries at any hour and expanding the team’s reach to nights, weekends and holidays. Within the first two weeks, it handled more than 1,400 complex technical conversations. For Agro Amazônia, the approach showed that Meta Business Agent could handle technically complex, backend-integrated use cases rather than just simple FAQ responses, extending support coverage without adding staff.
Their Success
Expanded capacity from day one
Agro Amazônia saw immediate results after going live with Business Agent in partnership with Zenvia, delivering its network of affiliates a faster and smoother experience.
- 93% reduction in escalation rate, attributed to Meta Business Agent on WhatsApp*
- 3-second average response time, down from 15-45 minutes, attributed to Meta Business Agent on WhatsApp*
- 242% increase in weekly conversation volume with zero added headcount, attributed to Meta Business Agent on WhatsApp*
- 47 high-value leads dynamically qualified in 2 weeks, reducing qualification time from 3 days to instant, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“AI agents represent a structural shift in how companies engage with their customers. When combined with data, context, and integration with business systems, they go beyond being mere customer service tools and begin to act as growth engines. The Agro Amazônia project shows how this transformation can drive operational efficiency, increase the quality of interactions, and create new revenue opportunities in traditionally complex sectors like agribusiness.”
Gilsinei Hansen
VP of Business, Technology, and Marketing at Zenvia
Get started with a partner
WhatsApp Business Platform partners can help you plan, build and integrate WhatsApp as a channel to connect with your customers.