Featurecast Story 15 - Inserting Articles
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 15 - Inserting Articles
Insert knowledge base articles in business chats for efficient customer support
When a customer initiates a conversation on any instant messaging channel to request information, it can often be helpful for the agent to insert a knowledge base article in their response. This helps give the customer all the information they need to answer a question or resolve a problem.
Let's look at how you can use your knowledge base articles to provide relevant content that helps solve customer issues during IM conversations.
What is a knowledge base?
A knowledge base is a ready-to-consume content library that allows customers to find information and solutions independently.
It comprises articles, frequently asked questions, visual guides, troubleshooting steps, and other resources that customers can use after purchasing a product or service to fix issues, understand features, and maximize value.
To make your knowledge base content effective, make sure article titles are relevant and contain keywords that make them easy for your customers to find when browsing or using the search function.
It comprises articles, frequently asked questions, visual guides, troubleshooting steps, and other resources that customers can use after purchasing a product or service to fix issues, understand features, and maximize value.
To make your knowledge base content effective, make sure article titles are relevant and contain keywords that make them easy for your customers to find when browsing or using the search function.
It also helps to keep your articles as concise as possible. Get straight to the point and make sure that the message is clear.
Instantly resolve up to 50% of customer queries
Zoho Desk users can connect their knowledge base with the IM module to browse and share help articles inside the chat interface and resolve customers' questions quickly.
This enables you to support your customers faster by bringing appropriate help articles and other resources into your conversations. With this integration, there's no more navigating to separate modules while chatting with customers—it’s all right at your fingertips.
Why are knowledge base articles important for customer service?
Many customers expect their problems to be resolved in their first interaction with a support agent. Besides helping customers find solutions independently, a knowledge base is also helpful for your customer support teams in many ways.
- Enables ticket deflection, which reduces support tickets with agents, helping them focus more on critical issues.
- Provides consistent information at every touch-point to enhance customer confidence and provide a smooth omni-channel support experience.
- Costs less than phone support, keeping down operational costs and maximizing your agents' efficiency.
- Helps improve customer satisfaction metrics like NPS (Net Promoter Score).
I hope you found this feature story helpful and start inserting articles to provide customers with efficient, comprehensive support within the IM Chat Module.
There's more to come, so please watch this space for IM feature stories.
Until next time,
There's more to come, so please watch this space for IM feature stories.
Until next time,
Kavya Rao
The Zoho Desk Team
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
Sticky Posts
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereWebinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Need Inactive accounts to be visible in Reports in Zoho Books
I N=need Inactive accounts to be visible in Reports in Zoho Books to do recons of the accounts but when i see the same they are not visible in the Accountant - Account Transactions reportunblock e-mail
please unblock my e-mails info@meatnews.gr and myrtokaterini@meatnews.grAdd Zoho Mail for users who do not need Zoho One
We have licenses for ZOho One for teams that need to use the suite of products that Zoho One offers. We have 8 more people who only need email access and we would like to add just a Zoho Mail. They do not need the Zoho One license. We are currentlyZoho Projects - Q2 Updates | 2025
Hello Users, With this year's second quarter behind us, Zoho Projects is marching towards expanding its usability with a user-centered, more collaborative, customizable, and automated attribute. But before we chart out plans for what’s next, it’s worthZML vs HTML Snippet - which is better?
Are there certain use cases where one is better than the other?Auto CheckOut Based On Shift.
This Deluge script runs on a scheduled basis to automatically set the 'Actual_Check_Out' time for employees who haven't manually checked out. If the current time is past their scheduled 'Shift_End_Time', the script updates the check-out time to matchHow to remove some users in zoho accounts
How to remove some users in Zoho accounts.how to differentiate if whatsapp comes from certain landing page?
I create a Zobot in SalesIQ to create a Whatsapp bot to capture the lead. I have 2 landing pages, one is SEO optimized and the other want is optimized for leads comes from Google Ads. I want to know from which landing page this lead came through WhatsAppCustomizing Form Questions per Recipient Group in Zoho Campaigns/Forms
Hello everyone, I would like to ask if it’s possible in Zoho Campaigns or Zoho Forms to send out a campaign where the form questions can be customized based on the group of recipients. Use case example: I have prepared 20 questionnaire questions. ForInfinite loop of account verification
Hi I can't do anything on my zoho account. I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying.Load PO_Date field (Purchase Order) with current date in Deluge
Hi, I'm not a full time developer, just helping to customize our CRM, in the small company I work for. There must be something wrong with me, because I can't do something so simple as complete a field with the current date in a function using Deluge.Zoho CRM in Microsoft Power Automate Custom Connector
Hi everyone, I’m building a Power Automate flow that integrates Microsoft Bookings with Zoho CRM. The goal is to automatically create a meeting (event) in Zoho CRM whenever a new appointment is booked via Microsoft Bookings. To achieve this, I createdSpell check sucks
Come on guys, it's 2024 and your spell check is completely retarded. You gotta fix it.How to include total km for multiple trips in expense report.
Whenever I create a mileage report it only shows the total dollar amount to be reimbursed. The mileage for each individual trip is included but I also need to see the total distance for all trips in a report? How do I do this?New in Cadences: Option to Resume or Restart follow-ups when re-enrolling records into a Cadence, and specify custom un-enrollment criteria
Managing follow-ups effectively involves understanding the appropriate timing for reaching out, as well as knowing when to take a break and resume later, or deciding if it's necessary to start the follow-up process anew. With two significant enhancementsOutgoing blocked: Unusual activity detected.
I just made payment for my Zohomail Today and have been debited so i will like to be Unblocked because this is what it says (Outgoing blocked: Unusual activity detected) Thank you i await your swift responsesZoho One Login Issue - Unable to receive OTP
Hi Support Team, I am experiencing a unique login issue with Zoho One. I am attempting to log in from India using Zoho Login credentials provided by a USA-based client. Their Zoho account is hosted on a US data center. After entering the username andQuestion Regarding Managing Sale Items in Zoho Books
Good day, I was wondering about something. Right now, Zoho Books doesn’t seem to have a way to flag certain items as being on sale. For example, if I want a list of specific items to be on sale from October 1 to October 12, the user would have to exportIn the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subf
In the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subform update Invoice , there i have date field,Invoice numberProblem of Import Client Users From CRM and or Expense
I am premium plan user on Projects. I have about 500 customers on Expense and CRM that integrated with each other. According to at below link, I am trying to import clients from CRM, system not allowed to select any customer. If I import from Expense,Unable to see free plan option
Hello Zoho Support Team, I hope you are doing well. I am trying to sign up for Zoho Mail, but I am unable to see the option for the free plan. Could you please guide me on how I can access or activate the free plan? Thank you for your assistance.unblock my zoho mail account. outlines@zoho.com
please unblock my zoho mail account, outlines@zoho.comdomain not verified error
Hi when i try to upload a video from zoho creator widget to zoho work drive iam getting domain not verified error.I don't know what to do .In zoho api console this is my home page url https://creatorapp.zoho.com/ and this is my redirect url:www.google.com.Iamequest to Disassociate Bigin from Zoho One and Migrate to Standalone (Upgrade to Bigin Premier – 3 Seats, Annual)
Dear Zoho One Support Team, I’m writing to request your assistance to disassociate (remove) the Bigin application from our Zoho One organization while preserving all existing Bigin data. After the disconnection is successfully completed, we intend toSMTP email sending problem
Hello, I've sent emails before, but you haven't responded. Please respond. My work is being disrupted. I can't send emails via SMTP. Initially, there were no problems, but now I'm constantly receiving 550 bounce errors. I can't use the service I paidbilling
hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty PearlSyncing Zoho Forms with Bigin - Embedding issue?
Hello everyone, I created a Zoho Form for a page on my GoDaddy website to collect leads, which then transfers the data to Bigin. However, I'm facing an issue where it doesn't seem to work properly. I've integrated Zoho Forms with Bigin and tried embeddingHow to add receipts
How to add receiptsUnable to enable tax checkboxes
Hi Zoho Commerce Support, I'm writing to report an issue I'm having with the tax settings in my Zoho Commerce store. I've created several tax rates under Settings > Taxes, but all of them appear with the checkbox disabled. When I try to enable a checkbox,Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?
Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?Zoho Commerce - Enable Company Name and Tax Number collection for B2B orders in Global Edition
Please enable Company Name and Tax Details option on checkout settings in Zoho Commerce Global Edition. It is still important to collect Company Name and Tax Number for B2B sales in many countries. My business is based in Ireland (in the EU) and I haveZoho CRM: how can I control which contacts to sync with Outlook?
I was just playing around syncing contacts from Zoho to MS Outlook (MS365 account.) The problem is our firm has hundreds of thousands of contacts and I don't want to bury my contacts list in outlook. Any help with this is greatly appreciated.ZohoSign and ZohoBooks Integration/Workflow
Hello All, We utilize ZohoSign for signatures on tax eFiles. We utilize Dynamic KBA. Additionally, we use ZohoBooks for invoicing for these services. Is there a way to accomplish the following: Send a copy of the Tax Return, Invoice and eFiles in oneManage monthly tasks with projectsf
Hi All I run a finance and operations team where we need both teams to complete monthly tasks to ensure we hit our deadlines. Can Zoho projects be used for this. There many finance focused tools but we have Zoho one so want to explore Thanks WillZoho Suite is very slow
Since today Zoho is incredibly slow over all applications! What's going on?How can I track which zoho users are actively using Zoho CRM
I have several licenses of Zoho CRM. We now need to add a new user. I could purchase a new license, but before I do, I would like to see if any of our existing users are not actively using the license assigned to them. How can I determine the activityIs anyone else having trouble saving a custom image in their email signature, or is it just me?
When I try to save the image I get an error that says "Operation Failed" I opened a support ticket two weeks ago and received a response that it would be debugged, but it still isn’t workingCombine and hide invoice lines
In quickbooks we are able to create a invoice line that combines and hides invoices lines below. eg. Brochure design $1000 (total of lines below, the client can see this line) Graphic Design $600 (hidden but entered to reporting andOption to Disable Knowledge Base Section in Feedback Widget Popup Hello Zoho Desk Team
Hello Zoho Desk Team, How are you? We are actively using Zoho Desk and would like to make more use of the Feedback Widget. One of the ways we implement it is through the popup option. At the moment, the popup always displays the Knowledge Base section,The Social Wall: August 2025
Hello everyone, As summer ends, Zoho Social is gearing up for some exciting, bigger updates lined up for the months ahead. While those are in the works, we rolled out a few handy feature updates in August to keep your social media management running smoothly.Next Page