If you're serious about running a clean, efficient, and scalable customer support workflow, then Brevo Conversations is one of the most practical tools you can adopt. Most businesses waste time switching between WhatsApp, email, Instagram DMs, and website chat — and still manage to miss messages. This creates slow replies, frustrated leads, and lost sales opportunities. In this guide, you’ll learn exactly how to set up and run Brevo Conversations so your support team becomes sharper, faster, and more organized without adding more tools or complexity.
Most companies underestimate how much revenue they lose because of slow replies or inconsistent customer communication. Users bounce after waiting too long, prospects disappear when their questions aren’t answered, and existing customers churn when support experiences feel messy.
When you centralize all communication into Brevo Conversations, you reduce friction across the entire customer lifecycle. Every message is captured, routed, tagged, answered, and logged — without needing separate apps for chat, email support, WhatsApp, or social messages.
In short: smart businesses use tools that remove chaos. Brevo Conversations does exactly that.
Instead of listing every small setting, this section focuses on features that impact workflow, speed, and actual customer outcomes.
The biggest strength of Brevo Conversations is its unified inbox. Whether a customer messages through your website chat, replies to an automation email, sends a WhatsApp message, or writes via Instagram — everything arrives in a single dashboard.
This consolidation becomes more important as you scale. Instead of your team juggling different apps, they reply directly from one place. It feels like magic if you have ever handled customer support manually.
Brevo lets you embed a clean chat widget on your website in under five minutes. The widget supports real-time messaging, availability schedules, automated welcome messages, and visitor identification if CRM tracking is enabled.
The real benefit isn’t that it’s a chat widget — every tool offers that. The real benefit is that the conversation syncs inside your unified inbox with every other channel.
Your team shouldn’t manually pick conversations. Smart routing rules instantly assign new chats based on workload, business hours, tags, priority, or skills.
For example:
Most support questions repeat. Brevo Conversations provides macros for quick replies so your agents don’t type the same answer 20 times a day. This improves consistency and reduces mistakes.
You can build macro categories like:
Every conversation shows live customer details, CRM fields, previous messages, tags, segments, automation history, and more. This eliminates context switching.
Your agents can leave internal comments on a chat thread, hand off conversations, or share private notes without the customer seeing anything.
This promotes team transparency and makes escalations easier.
You get access to metrics like:
These insights help identify bottlenecks and staffing needs.
Here are the specific situations where this tool performs better than typical helpdesk or CRM software.
Potential customers often ask pre-purchase questions through email, WhatsApp, or website chat. Instead of handling them separately, you centralize everything in Brevo Conversations, making qualification faster.
If your customers contact you via different channels, your support team can reply from a single dashboard while keeping context intact.
Growing teams need distribution logic, collision detection, and internal commenting. Brevo provides these at a lower cost compared to tools like Intercom, Zendesk, or Freshdesk.
Every conversation syncs with your CRM contact record so sales teams get visibility into user behavior and concerns.
Website visitors often need simple clarifications before purchasing. A fast chat reply helps convert cold visitors into buyers.
| Plan | Includes | Best For |
|---|---|---|
| Free | Website chat + unified inbox | Solo users testing support |
| Starter | Chat, WhatsApp, macros, assignment rules | Small teams |
| Pro | Advanced routing, analytics, multi-agent setup | Growing companies |
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Brevo Conversations is one of the best tools for companies wanting a simple, unified, and cost-effective communication workflow. It’s perfect for small teams, SaaS startups, ecommerce stores, and service providers who need one place to manage customer messages without paying for complicated helpdesk systems.
If you pair it with Brevo CRM, Brevo Automation, and Brevo Campaigns, you get a complete 360° customer engagement engine.
If your goal is to reduce missed messages, improve reply speed, and create a consistent support experience, then Brevo Conversations is the best starting point. It’s easy, scalable, and integrates smoothly with the rest of the Brevo ecosystem.
Ready to implement? Start with the Free plan, set up your routing rules, activate your chat widget, and begin training your support workflow.
Want a custom support workflow built for your business? Contact EmailPlatformAdvisor for a free roadmap.