I appreciate Zoho’s steady innovation, but I’m concerned that Desk and Zia remain well behind modern AI capabilities. For years, GPT-based tools have been able to generate and send contextual responses, yet Zoho Desk only supports summarization or suggested text — not fully automated replies.

I’ve been waiting for early access to Zia Agent, but it seems to be months (or years) away. This delay makes it difficult for businesses trying to build intelligent, real-time WhatsApp or chat experiences within the Zoho ecosystem.

Could Zoho please clarify whether true AI response automation (where GPT or Zia can send the message directly) is planned — and if so, when we can realistically expect it? Many of us are eager to stay within Zoho, but without this capability, we’re forced to build external workarounds.