Featurecast Story 17 - IM via the Desk mobile app

Featurecast Story 17 - IM via the Desk mobile app

IM'ing (Instant Messaging) Feature Story Series 

Featurecast Story 17 - IM via the Desk mobile app

Carry your support desk wherever you go! 

We're delighted to introduce you to our Zoho Desk's IM mobile software development kit (SDK). Zoho Desk is the first app to integrate the instant messaging SDK.

These days, comprehensive mobile app development means there are apps for just about everything: shopping, travel, fitness, gaming, entertainment, and much more. There are also many business apps to support productivity, planning, and communication. There are multiple factors that have contributed to the growing popularity of mobile apps, including convenience, the growth of broadband network availability, and the increasing power of mobile devices.

It's also important to realize that apps are so popular because they empower people to take control of their lives and manage their work more effectively. Let me illustrate this with a short story.

Mobile apps empower business users

Once upon a time, a busy professional named Kia had many tasks to complete every day. She found it challenging to keep track of everything and often felt burned out at the end of the day. One day, she discovered a mobile app that promised to simplify her life and make things easier.

At first, Kia was hesitant to use the app. She wondered whether setting it up and learning how to use it would be worth her time and effort. But eventually, she decided to try it, and she was pleasantly surprised by how helpful it was.

The app allowed her to track her tickets, set reminders for important tasks, and manage her activities. As she continued to use the mobile app, Kia found that it saved her a lot of time and stress. She no longer had to worry as much about deadlines because she felt more organized and in control of her life.

At Zoho Desk, we love to make it easier for people to succeed at work! So, if you're like Kia and feel overwhelmed by your daily job, why not try the IM mobile SDK for your business communication needs?

Integrated messaging boosts mobile app development

Technology must constantly evolve to maintain a modern appearance and keep up with changes in users' requirements. That's why we've provided the SDK with access to the IM features on your Desk mobile apps.
We have introduced the easy click-to-send option, enabling you to send templates through the Desk mobile app.
You can seamlessly integrate your favorite messaging apps, such as WhatsApp, Telegram, LINE, WeChat and Facebook Messenger with Zoho Desk. You can also choose templates and send them to your mobile device's preferred platform.

Desk's IM mobile SDK offers advantages for customer support

Real-time communication

Instant messaging allows rapid communication between customers and support agents, leading to quicker issue resolution and improved customer satisfaction.


Customers can access support anytime using their mobile devices, allowing them to get assistance without waiting on hold or sending emails.

Multimedia support

Many messaging apps support multimedia content such as images, videos, and documents. This enables customers to easily share screenshots or videos of their issues, which can help support agents understand and resolve problems more effectively.

Chat history

Messaging apps often maintain chat histories, allowing customers and support agents to refer to previous conversations. This can help track the team's progress toward resolving issues or enable them to review past solutions to similar problems.

Multiple conversations

Support agents can simultaneously handle multiple customer inquiries through instant messaging, increasing efficiency and reducing customer wait times.


Instant messaging apps can send notifications to users, alerting them when a support agent responds to their message. This ensures that customers stay informed and engaged throughout the support process.


Many instant messaging apps integrate with other business tools and systems, such as CRM software or help desk platforms. This streamlines support agents' work and enables better customer interaction management.

Let's review IM SDK features 

Sessions view

The sessions view will list the chat sessions and show the available options for switching between conversation views and integrated channels. Users can also apply status-based filters.

Conversation view

The conversation view shows all the conversations in that chat session with a clean in-and-out message bubble UI. You can also perform chat-specific actions, such as ending a chat, reopening chat sessions, and blocking or unblocking chats. The compose-message view also supports canned messages and pre-approved template messages. By typing the hotkey "#," you can invoke the saved canned messages from your library.

Themes and fonts

You can choose brand colors and fonts in light or dark themes.


Set the date and time format, the default contact image type, and your contact avatar or the first letter of your name.


You can control the contacts' names, messages in a conversation, URL handling, attachment selection, and presentation style.

Push notifications

The client apps can receive push notifications.


Our mobile SDK was developed with a focus on ensuring privacy and data protection. Any data that is of concern is sent to the client app via the error listeners and direct callbacks.

Database encryption

Database encryption is functional in Android and iOS.

Benefits of using the mobile SDK

    •    Facilitating teams' communication and productivity
    •    Remaining "top of mind" with customers
    •    Ensuring ease of use
    •    Capturing data

I hope you found this story helpful. Start using the IM SDK via the Desk mobile apps to accelerate your business communications and provide comprehensive support to your customers.

There's more to come, so please watch this space for more IM feature stories.
Until next time,

Kavya Rao
The Zoho Desk Team

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