Featurecast Story 18 - Conversation views
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 18 - Conversation views
Find all your business conversations in one place
Providing service on any channel is a challenge
Agents need to be able to actively listen and work with customers to find solutions that meet their needs. This involves being patient, asking clarifying questions, and communicating clearly and concisely to lead conversations towards satisfactory resolutions and build strong customer relationships.
To follow these best practices in an instant messaging environment, agents must have visibility into all their ongoing conversations across multiple channels.
To follow these best practices in an instant messaging environment, agents must have visibility into all their ongoing conversations across multiple channels.
What are conversation views in instant messaging?
Your agents' inboxes can quickly become swamped with messages from customers. Handling these messages can be challenging, especially if you have a large team with numerous agents handling customer requests.
To streamline your team's efforts and stay organized, utilize specific views to filter conversations and determine where the team needs to focus. Using these views, you can categorize conversations based on their priority level or status, such as my open, all open and unassigned, assigned, resolved, or bot conversations.
How do you use views?
- Click the name of the view that is currently being displayed.
- This will display a list of all the (default) views you can access. It will also show you the number of conversations in each view.
Default conversation views
The conversation status labels in the default view enhance the customer requests categorization process, making it easier for agents to keep track of their workload and prioritize conversations. When you start using the IM chat module, you have access to six default views.
- My Conversations: The view lists all the conversations assigned to you (the agent). There is an additional filter layer with values for all conversations, yet-to-respond, and responded conversations.
- Unassigned: Lists all incoming conversations that have yet to be assigned to agents.
- Blocked: Conversations that have been blocked by the agents when they come across abusive customers.
- Ended: All resolved conversations that the agent or customer has ended.
- All Conversations: All the new and unassigned conversations. There is an additional filter layer with values for all conversations, yet-to-respond conversations, and responded conversations.
- Bot Conversations: These are all the ongoing conversations your bots handle.
Benefits of a unified messaging module
All-in-one inbox
In Desk's unified messaging module, the all-in-one inbox allows you to manage all your customer communications from a single interface. This means you can provide support on multiple channels, such as WhatsApp, Telegram, LINE, WeChat, FB Messenger, and more, without switching between different tools or platforms. The all-in-one inbox also provides contextual support with multi-SDK on a single application, which means you can offer personalized support based on the customer's context and history.
Efficient team collaboration
The IM module's unified messaging interface enables your support team to communicate, collaborate, and deliver the best possible customer experience on any channel.
Rich interactions: more than just text replies
Providing support on any channel with a unified messaging module allows for rich customer interactions. Customers can receive assistance through various channels (messaging apps) from one centralized location. A unified messaging module also allows for personalized and context-specific support, which can help resolve customer issues more efficiently.
Automation
Our automation workflows are designed to streamline your processes. With our unified messaging module, you can ensure that all incoming requests are handled efficiently.
Two-way interactions made easy
Many tools are available to facilitate communication between businesses and their customers. The IM module can be embedded in a website and provide customers access to a company's help center and support channels. This makes it easy for customers to contact a company and receive timely assistance. Additionally, chatbots and reply assistants can quickly respond to customer queries.
Final thoughts
Keeping messaging systems organised is important because it helps agents keep track of conversations and find specific messages easily. When chats are organized, it's easy to refer to previous conversations, locate important information, and stay on top of customer issues. Plus, it feels good to have a tidy and structured flow of messages, don't you think?
The messaging inbox is an excellent solution for businesses to streamline customer support operations and provide a seamless omnichannel experience.
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
Canvas View bug
I would like to report a bug. When clone a canvas view from an existing canvas view, if the original canvas view have canvas button with client script. Then the new create canvas view will have canvas button, it is make sense. But when I try to deleteHow can I import OLM to Yandex Mail easily?
For migrating Mac Outlook OLM data to Yandex Mail efficiently, the Aryson OLM Converter is a reliable professional tool that ensures complete data integrity throughout the process. Unlike manual methods, which can risk inconsistent formatting or missingZoho recruit's blueprint configuration is not functioning as mapped
Current Status: Zoho Blueprint is not functioning as configured. Issue: We are moving a Candidate status in Zoho Recruit "for active file" but we encountered: "Status cannot be changed for records involved in Blueprint." This happens to various clientvalidation rules doesn't work in Blueprint when it is validated using function?
I have tried to create a validation rule in the deal module. it works if I try to create a deal manually or if I try to update the empty field inside a deal. but when I try to update the field via the blueprint mandatory field, it seems the validationBulk Delete Attachments
Is there a way to bulk delete attachments on the form entries? our storage is full and deleting files one by one is pain taking process.Integrating Zoho Suite and apps more with Linux
I just got introduced with Zoho just couple of months ago, and I've already planned to contribute to it, even though it's not an open-source software. Still I have found it's potential to beat the tech giants and still being respective towards data privacyHow do I edit the Calendar Invite notifications for Interviews in Recruit?
I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sentStore Submitted Forms as PDF
Hi there, Is there a method to store Form submissions as a PDF in workdrive for archival? I set the form to email the submission to the user and an internal inbox but I'd really love to store the final form as PDF in workdrive automatically. I can't seemHow can Data Enrichment be automatically triggered when a new Lead is created in Zoho CRM?
Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems likeImportant Update: Google Ads & YouTube Ads API Migration
To maintain platform performance and align with Google's newest requirements, we are updating the Google Ads and YouTube Ads integrations by migrating from API v19 to the newer v22, before the official deprecation of v19 on February 11, 2026. Reference:Separate Items & Services
Hi, please separate items and services into different categories. Thank youHow to list services on quote instead of products
I need to create a customer facing estimate that displays our services. The default quote layout only allows products to be listed. Is there a way to correct this?Customize Calendar view in Teamspaces Settings
Right now every customization that happens inside of the calendar view inside of CRM is only visible for the specific user. We want to be able to set up calendar views as an admin for specific roles. I would suggest to do that inside of the settings ofCRM->INVENTORY, sync products as composite items
We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,Add an option to disable ZIA suggestions
Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflowWhat's new in Zoho Sheet: Simplify data entry and collaboration
Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementallyZoho Creator Developer Console | Improved Distribution and Lifecycle Management for apps
Hello everyone, We're excited to introduce new enhancements now in the Zoho Creator Developer Console. These updates strengthen private app distribution through licensing controls and extend environment support across all installed apps, helping teamsCRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more
Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),[Webinar] Solving business challenges- Handling the challenge of transitioning to Zoho Writer from legacy tools
Moving to Zoho Writer is a great way to consolidate your business tools and become more agile. With multiple accessibility modes, no-code automation, and extensive integration with business apps and content platforms, Zoho Writer helps solve your organization'sFeature Request - Gift Cards or Gift Voucher Capability in Zoho Commerce
Hi Zoho Commerce team, I'm comming accross more and more retail businesses who sell gift cards. As there is currently no way to manage this in Zoho Commerce, it is a blocker to addoption. This is particularly popular in Europe and North America. I recentlyHighlight a candidate who is "off limits"
Hello: Is there a way to highlight a candidate who is "off limits"? I would like to have the ability to make certain candidate and / or Client records highlighted in RED or something like that. This would be used for example when we may have placed a candidate somewhere and we want everyone in our company to quickly and easily see that they are off limits. The same would apply when we want to put a client or former client off limits so no one recruits out of there. How can this be done? Cheers,Closing off tasks automatically based on project status
Is there a way to close off all open tasks when a project is set as Cancelled?CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive
Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files[Free webinar] Understanding connections and datasources in Zoho Creator - Creator Tech Connect
Hello everyone, We’re excited to invite you to another edition of the Creator Tech Connect webinar. About Creator Tech Connect The Creator Tech Connect series is a free monthly webinar featuring in-depth technical sessions designed for developers, administrators,Bridge the Gap Between your Service and Finance Teams
In field service, the most expensive distance isn’t the drive to a customer’s home—it’s the gap between a finished job and a paid invoice. Zoho FSM leverages the power of Zoho Invoice to handle and manage billing operations. It enables you to: InstantlyDirect URL to "View Record"
I would like to create a button (Deluge Script) to jump to the "view record" without passing by the record menu, but I can not aford to find the right url. I don't want the "view record" as a single page. I want the "view record" in the application like the picture below: Thanks in advance for your helpLive Chat for user
Hi everyone, I’m new to Zoho Creator and wanted to ask if it’s possible to add a live chat option for all logged-in portal users so they can chat internally. I’m trying to create a customer portal similar to a service desk, but for vehicle breakdowns,SalesIQ Chat Owner to CRM Lead Owner Mapping
There is no proper mapping between the SalesIQ chat owner and the CRM lead owner. When a chat is assigned to an agent, the lead created in CRM is often assigned to a different user, forcing admins to manually change ownership every time. This createsProduct line search in quotes
Is there a way to change the search setting when you add a product line to a quote. We have created a field in products called 'Part Number' and I would like when I'm adding a product line to the quote that I can search on that field. At the moment it only searches on product description. In products I can search on the 'Part Number' field Any help welcome.Invoice status on write-off is "Paid" - how do I change this to "Written off"
HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control
Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,Storage Limits
Hello, What is the storage limitations for each user on professional edition? Thanks, MekkiOptimum CRM setup for new B2B business
Can some advise the most common way to setup Zoho CRM to handle sales for a B2B company? Specifically in how to handle inbound/outbound emails. I have spent hours researching online and can't seem to find an accepted approach, or even a tutorial. I haveDheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?
Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj SudanZoho Recruit Community Meetup - London 🇬🇧
Hello Recruiters! We’re excited to announce that the Zoho Recruit team is coming to the UK for an in-person Zoho User Group (ZUG) Meetup in London! This is your chance to connect with fellow Zoho users, learn from experts, and walk away with actionablePower Pivot and Data Modeling functionality in Zoho Sheet
When will MS Excel functionalities like Power Pivot and Data Modeling functionalities be available in Zoho Sheet?Sender Email Configuration Error.
Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mailGlobal Search placement in the new UI
Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI hasWhat's New - January 2026 | Zoho Backstage
Welcome to 2026! If you thought last year was big, buckle up. We’re stepping into this year with a singular focus: unimaginable growth, elite scalability, and performance benchmarks that leave the old ways of event management in the rearview mirror. AsopenUrl in blueprints
My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logicallyNext Page