Featurecast Story 2 - Emojis
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 2 - Emojis
Why are smile(y)s contagious?
Should customer service teams use emojis for business conversations?
Definitely! And here's why: Emojis help support teams communicate nuance and tone during online communications.
Besides being eye-catching, emojis can help you emphasize parts of your message and convey positivity in business communications. They've been shown to increase target audience engagement, which can enhance your brand image. They also enrich plain text, helping us identify the true intent behind messages. Plus, they can be a lot of fun 😃🤣.
Emojis can be used as visual expressions of our own emotions. They help create a friendly, humanized, and down-to-earth brand image.
Besides being eye-catching, emojis can help you emphasize parts of your message and convey positivity in business communications. They've been shown to increase target audience engagement, which can enhance your brand image. They also enrich plain text, helping us identify the true intent behind messages. Plus, they can be a lot of fun 😃🤣.
Emojis can be used as visual expressions of our own emotions. They help create a friendly, humanized, and down-to-earth brand image.
Emojis are wildly popular among millennials, so it's no wonder that brands primarily targeting customers between the ages of 25-40 have embraced their use.
Who are you talking to?
The first impressions
According to social, psychological, and personality studies conducted over the years, first impressions are vital. In face-to-face communication, smiling individuals are perceived as warmer and more qualified than non-smiling individuals. In today's business communications, which are primarily text-based, the “smiley” (the smile emoticon) is a digital representation of a person smiling.
Smile(y)s are contagious
An emoji can help you cut down characters in a message. It can also convey what plain text messages cannot. However, there are ongoing studies to evaluate whether smileys should be used in business communications or not.
How can we break language barriers using emojis?
Marketing
Emojis are often used to target millennial audiences A simple smiley face tends to grab the attention of younger generations.
Communication
Most of our communication is nonverbal these days. Use emojis to add emotion to business conversations and make your message clearer and more meaningful.
Wrapping up
Always "read the room" before using emojis. Finally, to answer whether emojis are unprofessional — they certainly are not. However, using them is not necessarily a bad thing. Different workplaces have different cultures, and younger generations are more or less adapting to it.
I hope you find this article helpful and you will use this feature to make your work life more friendly with emojis.
There's more to come. Please watch this space for more 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
Soft Bounce from transational emails from BREVO (Sendinblue)
I manage the website of a client who uses your EMAIL service for the domain floranativadobrasil.com. And I use the BREVO email service, previously called SendinBlue, to send transactional emails about events specific to the website. All emails sent toAbility to Edit YouTube Video Title, Description & Thumbnail After Publishing
Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that enables users to edit YouTube video details after the video has already been published. Your team confirmed that while Zoho Social currently allows editing theIntroducing Multi-Asset Support in Work Orders, Estimates, and Service Appointments
We’re excited to announce a highly requested enhancement in Zoho FSM — you can now associate multiple assets with Work Orders, Estimates, and Service Appointments. This update brings more clarity, flexibility, and control to your field service operations,Getting an error Address not found Your message wasn't delivered
Hey, I'm trying to configure zoho mail for my website https://businessentity.org/ The email is meredith.karter@businessentity.org I'm able to successfully send the mails but when someone sends an email to above mail, this error shoots up: Address notSupport Uploading YouTube Videos Longer Than 60 Minutes
Hi Zoho Social Team, How are you? We would like to request support for uploading YouTube videos longer than 60 minutes directly through Zoho Social. Your support team informed us that Zoho Social currently cannot upload videos over 60 minutes due to “APINeed Faster Help? Try Live Chat Support
Hello there, We understand that sometimes, whether you’re facing an issue, exploring a feature, or need quick clarification, sending an email and waiting for a response just doesn’t cut it. You need answers, and you need them now. That’s exactly why weCan't deactivate Spell Check
Hi Community, right now I'm using the Zoho Mail Desktop-Software. So far, so good.. many possibilities. Overall very nice. What is extremely annoying right now, is that we are not able to deactivate the Spell Check feature. And we are barely able to focusZoho Toolkit Email Signature Generator
I'm having real issues with the email signature generator with no matter where I host the photo, Zoho doesn't seem to show the photo on the link provided?Company Policy Upload - Request All EE to review and sign
How can I upload policies into Zoho People and have the employees review them and sign off saying they agree, etc.? Also, if I make a revision to a policy, I would like that changed or updated policy to be distributed or have the employees notified thatZoho Sign Global Settings vs. Template and Document
Hello, We are running into an issue on a current use case. We already use Zoho Sign. Now that KBA is available, we want to begin using it in our tax delivery process, by allowing clients to sign electronically, but also download a copy of their returnZoho Mail Desktop Crashes on Linux - Ubuntu 24 LTS
Hi, I have been trying to run the desktop app on Ubuntu for the past few day with no luck. I have tried both the .deb package and the appImage. When I attempt to open the app. It just crashes immediately. The crash error dialog appeared once and I cantCan't login to Zoho mail
I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a fewZoho IP blocked by SpamCop
Hi, Many of my emails are blocked and I receive this: INVALID_ADDRESS, ERROR_CODE :550, ERROR_CODE :spamcop.mimecast.org Blocked - see https://www.spamcop.net/bl.shtml?136.143.188.51. - https://community.mimecast.com/docs/DOC-1369#550 [DGwIYPPSOfWICan I execute two 'functions' when completing a mail merge from CRM?
Hi, I have set up a mail merge from CRM Deals to a template. I want a copy of this to be saved in Workdrive, and then a copy also saved back into the deal record from which the merge occurred. I can do both independent of each other, and managed to getDifferences between Zoho Books and Zoho Billing
Without a long drawn out process to compare these. If you were looking at these Books and Billing, what made you opt for one and not the other. ThanksSetting checkbox value on template in Sign from Creator
Good day, Please help me understand how do I set a tick from a checkbox in Creator into a checkbox on a Sign template. Below is the only values on the Sign template and the code from Creator, "field_boolean_data": {}, "field_date_data": {}, "field_radio_data":Auto-sync field of lookup value
This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.Custom validation in CRM schema
Validation rules in CRM layouts work nicely, good docs by @Kiran Karthik P https://help.zoho.com/portal/en/kb/crm/customize-crm-account/validation-rules/articles/create-validation-rules I'd prefer validating data input 'closer to the schema'No Ability to Rename Record Template PDFs in SendMail Task
As highlighted previously in this post, we still have to deal with the limitation of not being able to rename a record template when sent as a PDF using the SendMail Task. This creates unnecessary complexity for what should be a simple operation, andServer error when trying to Data > Sort > Custom Sort
Been using Data > Sort > Custom Sort for a while, now it has suddenly stopped working. When selecting the same data range and trying to execute, I get "Sorry! There was a problem saving your last edit. Please try again."To Assign a genrated pdf to a file upload field using delug
content = "<html><body>HTML Content on page One <div style='page-break-after:always'></div> HTML Content on page Two </body></html>"; file = zoho.file.convertToPDF(content); file.setFileName("Name of the file"); <variableName> = <FormLinkName>[ID == input.ID];TArgets To Accounts (Modules)
How can i set sale target to Customers (Accounts Module)Enhancement Request for Multi-Asset Work Order Feature
Hello Latha, Thank you for your continued support. The multi-asset Work Order feature is extremely helpful. I did some testing based on our requirements, and during the process, I noticed a few areas where we need your team’s support to improve the featureBreaking barriers with multilingual WhatsApp templates in IM
Ever wondered what it feels like to be greeted in your own language by a brand you love? A “Welcome!” feels nice, but a “¡Bienvenido!” or “स्वागत है!” feels personal. In today’s global world, conversations often need to cross both time zones and crossSuper Admin Logging in as another User
How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are workingHow to add to Subforms via Zapier with Zoho Writer?
I have the following layout for a Zoho Writer Document. As you can see there is a repeating subform taking in "Items". I am trying to make a Zapier integration with it, and I can see there is 1 field saying: "Items", but it does not specify how I'm supposedHow to share private Opportunities with whole org at an account level
Opportunities are currently set to private, so our sales team only sees their own opportunities, along with their manager and upper leadership. The need is the ability for the rest of the Org to see the opportunities at an account level, not within theNew in Smart Prompt: Record Assistant for contextual assistance, and support for new AI models
Smart Prompt helps teams stay informed and move faster by providing relevant suggestions where work happens in CRM. With this update, Smart Prompt becomes more adaptable to your organization’s AI preferences. You can now choose which Large Language ModelThe challenge of 24/7 connectivity: Being present and meeting customer expectations
Before television entered our homes, radio was our window to the world. We had to tune carefully to catch voices from distant places. When television arrived, the world began to grow smaller. We can watch rocket launches, see the goal that wins our favoriteSubform edits don't appear in parent record timeline?
Is it possible to have subform edits (like add row/delete row) appear in the Timeline for parent records? A user can edit a record, only edit the subform, and it doesn't appear in the timeline. Is there a workaround or way that we can show when a userProblema Verificacion con proveedor NIC.AR
No puedo realizar la verificación del correo, he seguido los pasos indicados y configurado los MX. Y no puedo verificar el correo. He leido en el foro que otros han tenido el mismo problema. Alguno pudo solucionarlo?How to remove some users in zoho accounts
How to remove some users in Zoho accounts.Reupload and rename from one field to another field (file upload)
Hi Everyone, Sorry, i have question to use invoke url for rename and reupload attachments file to another field. Tested on development mode. Zoho C6. Refer to https://www.zoho.com/creator/help/api/v2/upload-file.html look my error notification. Does anyoneUnified Inbox for all, including fetched mails
I fetch mails from different third-parties mailboxes. But I need to switch mailbox too see fetched mails. It's strange. All mailboxes have one shared disk space for own mail and fetched mail, but why do we need to switch mailbox (on the left bottom) toWhatsapp Limitation Questions
Good day, I would like to find out about the functionality or possibility of all the below points within the Zoho/WhatsApp integration. Will WhatsApp buttons ever be possible in the future? Will WhatsApp Re-directs to different users be possible basedUsers Not Automatically Being Added To WorkDrive Team
I have already created a ticket for this issue, but the support team doesn't seem to understand what's happening. Our organization started with a trial of Zoho Workplace around November 10, 2025. I created 10 users, including myself. I sent out the invites,Synchronization between Gmail and Zoho Mail
Hello! I am using Zoho Mail within the Zoho One platform. I have completed the basic setup and added all the required DNS records with our domain provider. Our goal is to set up two-way synchronization between our current Gmail inbox and Zoho Mail, butIMAP login problem
I have my domain hosted with zoho @wilson.ie I have added a new user and have enabled IMAP access to this user account The user can login to zoho mail on the web. When we enter the server settings into Outlook as per below, Outlook cannot login to theContact data removes Account data when creating a quote
Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then addChanges to subform in Zoho CRM Portal Timeline History Unavailable
Hi Support Team, We have noticed a feature limitation in the Zoho CRM portal. We created a portal for our vendors to edit records directly, but when vendors make updates, the Modified Time and Date fields are not being updated. Additionally, these updatesNext Page