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.
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.
Convenience
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.
Notifications
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.
Integration
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.
Settings
Set the date and time format, the default contact image type, and your contact avatar or the first letter of your name.
Options
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.
Privacy
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
• 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
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
No DINAR (Serbia) in currency list
There is no Serbian Dinar listed in the currency list. Dinar is available in Books, Inventory, CRM, FSM. Please make it available in Desk as well. Without it, the integration with other apps is not possible.Permission Denied - Reports Module - Super Admin
"Permission Denied Sorry, you cannot view this report because you do not have permission to access one or more of its modules. To view the report, please provide permission to access those modules in the Profiles and Organize Tabs settings." Fresh newAllocating inventory to specific SO's
Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which couldChanging naming convention for Estimates
Hi there, How do I customise the naming of the filenames for estimates when sending them? Currently they are named literally just ES11.PDF or whatever the number of the estimate is. There is no Company name, description of the work, customer name, datePlease design a better spam filter
Hi Team, While I love Zoho Mail for all the awesome features you have designed - this is the one you need to do a lot of work on - Spam Filter. Your spam categorization seems to be very inefficient - any email containing brand images or a tracking pixelChange Default Currency in Zoho Reports
Is it possible to default all currency fields in my Reports and Tables to my local currency without having to reformat them every time?Zoho Project - Total Forecasted Hours
Does anyone know an easy way to get a total of all the forecasted hours across the portfolio? I'm aware trying to create a custom report that can generate this figure for each task and the total up but the completion percentage doesn't seem to come backAll new Address Field in Zoho CRM: maintain structured and accurate address inputs
Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24Zoho Books recurring invoicing link to a Zoho CRM Deal?
With the Zoho CRM Finance Integration setup, normally when creating an invoice via Zoho CRM Finance Integration on a Deal, it creates the invoice in Zoho Books with the CRM Deal *Potential link for that invoice. Alternatively, if you create the invoiceEditing Estimates
Hi team, How do I delete line items in an estimate when editing it? I can't see any option to do this - no X, no trashcan, no drop down... And how do I revert to the original estimate after cloning? I cloned to see if the option to edit were disabledDrop Down Menu - Adding up values
I have a form that has 22 drop down fields each having a value of 0-10 to choose from. Is it possible to have it add up the total value of those selected numbers and have it tally it up in another field at the end? So example: if each of the 22 fieldsStage-probability mapping feature in custom module
Hi, I'm building a custom module for manage projects. I would like to implement the stage-probability feature that Potentials has. Is this possible?Cross Module Fields Merging between Zoho Sign and Zoho CRM for custom module
Hello everyone, I've been exploring custom integration between Zoho Sign and Zoho CRM, and I've encountered some interesting findings and would need advanced help. To integrate Zoho Sign with Zoho CRM, there are two primary methods: Installing the extensionWO Completion Status Not Updating Automatically
Hello Latha, Hope you are doing well. Over the past few days, we have been facing an issue with WO completion. When an AP is marked as complete, the work order status is not automatically updating to “Completed,” and we have to mark it manually. CouldRemoving Custom Modules
Hello Everyone, I'm trying to remove custom modules from my Zoho CRM. I've ran into the issue, where I'm unable to delete the Modules because there are lookup fields in the fields associated with other modules. When I attempt to delete the modules, they are grayed out and I'm unable to remove them. Can I please get help on removing the modules or resetting the entire Zoho CRM to its Out of Box settings with out having to delete my account? Thanks SCCalculation on form submit not wokring unless i click F5
I'm using the built in on succesful form submission option and running the code below but when i click submit my form just gets stuck with the blue loading icon and nothing happens until i click F5 and then the page reloads and the calculation does actuallyTerritories as filters
The territory function within the CRM is great for controlling record access and managing a sales organization however, territories are not available as a filter options within the CRM when creating reports or dashboard components. Adding the abilityTip #69 - Exploring Technician Console: Blacken Screen - 'Insider Insights'
Hello Zoho Assist Community! Imagine a scenario where you are providing remote support to a customer at a busy front desk. The issue involves their billing software, and fixing it means navigating through sensitive customer records, payment details, andFree virtual webinar: Zoho Sign for Q1 2026
Hi there! We’ve packed this quarter with some of our biggest updates yet—and you won’t want to miss what’s new in Zoho Sign. Watch this video for a quick rundown: Join our upcoming webinar for a complete walkthrough of the latest features, enhancements,On Duty Requests - Zoho People Data
Hello Team, We are currently using the On Duty Form to record Work From Home (WFH) requests in our organization. However, we are facing an issue where pending On Duty requests are not appearing in the Attendance Module. For example, if I submit On DutyOn Duty Requests - Zoho People Data
Hello Team, We are currently using the On Duty Form to record Work From Home (WFH) requests in our organization. However, we are facing an issue where pending On Duty requests are not appearing in the Attendance Module. For example, if I submit On DutyZoho Cliq not working on airplanes
Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantlyTabular View Report | Scale To Fit Screen
Please add the option to scale Tabular View reports to fit the screen. I constantly have to adjust the column size of Tabular View reports to fit various screen sizes and it just looks messy. You can see in the screenshot below there is a blank gap afterMissing Fields in Lead Conversion Mapping
I’ve been using Zoho CRM since 2013 to manage leads and convert them into contacts and jobs. When I convert a lead to a customer, I create a new contact and a job. Previously, this process automatically transferred key information from the lead to theRouteIQ for Zoho FSM
Beste, Zou wel top zijn dat we een RouteIQ hebben voor FSM aangezien we constant moeten zien wat de beste route is voor onze monteurs. Nu moeten we een speciale aparte programma hebben om de beste route te berrekenen voor onze monteurs aangezien de planningIgnroe_filtrers and drill through
I have two charts, where one is connected to the other using drill-through. The issue is with the second chart (the drill-through target). It contains an aggregation formula that uses the ignore_filters function. Under normal conditions, the formula worksIssue with Zoho Sheets
Edit: Small Error of Opening doc and losing entire formatting while downloading to *.xlsx format. Also my formulas don't work while opening a document downloaded from Zoho sheets, since the colors aren't matched to the correct data. Even though the dataQuery on Tracking Visitor Activity with Zoho Forms & SalesIQ
I have a query regarding Zoho Forms, Zoho SalesIQ, and Zoho CRM. I have embedded a Zoho Forms form on my website, and I’m trying to understand if it’s possible to capture a user’s website activity (such as pages visited, visit count, etc.) when they submitOption+C shortcut conflict
In the latest Cliq release, you introduced `Option+C` shortcut to start a new audio call. In Polish, `option+C` is used for letter `ć`. I changed this button combo but `Option+C` is still being blocked and doesn't allow me to write letter `ć`.Zoho Desk - Event Calendar View
Hi Desk team, Are there any plans to introduce a calendar or timeline view for Events in Zoho Desk? It would be very helpful if we could see Events visually in a calendar and/or timeline. This is very helpful when desk side support activities need toEmail notification for followers
Is there a way to enable email notification for followers of a support ticket? ie: Ticket #123 is owned by Agent#1, Agent#2 adds themselves as a follower. Whenever ticket #123 receives an email from the customer, Agent#1 receives an email. Agent#2 wouldCross Module Filtering – Use Fields from Lookup modules in Custom Views criteria and Advanced Filters
Hello everyone, Zoho CRM now enables you to achieve deeper filtering of records in a module, using fields of a lookup, thereby enhancing your data management experience manifold. This filtering based on lookup module fields is now available in advancedUpdate to CRM Custom Buttons: Collect Users' Location
Hello everyone! Buttons in Zoho CRM allow you to extend the default CRM capabilities for your bespoke business needs. It provides the flexibility to connect to any third-party application to perform necessary actions. Wouldn't it be better, if those buttonsCan I add Conditional merge tags on my Templates?
Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letterCreating packages according to actual shipping processes
Hi community. I would like to ask a question to see if there's a better method or workflow for the creation of packages in Zoho Inventory. There is a little confusion in some of Zoho's language relating to the use of term Packing Slip when connected toLead Entry Strategy
Hi there. Was wondering if anybody could share their strategy around lead entry into Zoho CRM. One of the challenges with Zoho CRM is a lead requires a last name. We want to capture companies that operate within our addressable market, and we often don'tEmail templates for estimates
Hi there, When I send an estimate the option to choose a template appears. However it is common to need to make some minor personalizations and modifications to the email before sending ie. adding a second person to the greeting, or adding a small noteKaizen #78 : How to disable clone record?
Hello everyone! Welcome back to another interesting Kaizen post. In this post, let us discuss a workaround solution for the use case - How to disable clone record for a user. Requirement Consider that you want to disable the clone option for the DealsMail bounces due to bad reputation
Good evening. I'm seeing these errors from both hotmail/outlook and yahoo, as well as hard bounce from Virgin Media and talktalk for some time now. Bounce category: Connection issues Reason: uncategorized-bounce Message: 4.7.650 The mail server [136.143.188.237]How to Automate an Unsubscribe based on Scoring
I automatically assign a negative point score to bounced emails and would like to automate unsubscription of these emails from our Campaigns, without losing the contact data. (Oftentimes the lead is no longer at a business, but I want to keep the businessNext Page