Five Guided Conversations Updates in Zoho Desk

Five Guided Conversations Updates in Zoho Desk

Hello everyone,

Guided Conversations is getting updates that make it easier to create more inclusive customer experiences, retain important conversation context, customize your widget, keep track of changes, and connect with external services.

Here are five recent updates to explore.



1. Manage multiple languages in a single flow

You can now manage multiple language versions of a Guided Conversations flow from a single flow configuration.

Set a default language and add other languages you want to support. You can enable or disable individual languages as needed, and use Quick Edit to update content in published languages without changing the flow configuration.

This makes it easier to maintain localized customer experiences without creating and managing separate flows for each language.

Tip
Guided Conversations now supports 17 new languages, giving you more options for reaching your customers in their preferred language.

Read more: Enhancing Global Communication with Guided Conversations' Multilingual Feature ↗


2. Keep the customer's first message in context

A customer's first message often tells you exactly what they need. You can now capture that message in a Guided Conversations flow using @{zoho.im.user.first.message} for Instant Messaging channels, including WhatsApp.

For example, a business may use different WhatsApp QR codes for different purposes, such as order support, product inquiries, or appointment assistance. When a customer scans one of these QR codes, WhatsApp can open a conversation with a predefined message.

Guided Conversations can read that first message using the variable and use it to identify the purpose associated with the QR code. The flow can then direct the customer to the appropriate path without asking them to explain their request again.

You can also use the customer's original message when continuing the flow or creating a ticket, keeping the initial context available throughout the interaction. This reduces repetition and helps customers get to the right part of the conversation faster.

Read more: Using IM Variables in Guided Conversations ↗


3. Add a Gradient Background to the GC Widget

You can now give your Guided Conversations widget a different visual treatment with a gradient background.

Use gradients to better align the widget with your brand or add more visual distinction while keeping the rest of the widget experience intact.

Read more: GC Customization and Share ↗


4. Track GC changes in the Audit Log

Administrators can now use the Zoho Desk Audit Log to track changes made to Guided Conversations. The audit log records who performed an action, when it was performed, and what action was taken, giving administrators better visibility into changes made to Guided Conversations.

The Audit Log records four types of actions for Guided Conversations:

  1. Add
  2. Update
  3. Trash
  4. Restore

You can access the Audit Log from:

Setup  ›  Privacy and Security  ›  Audit Log

Use the available filters to find relevant activities.

Read more: Monitoring Audit Log ↗


5. Handle File-Type Responses in the Webhook Block

The Guided Conversations Webhook Block now supports file-type responses.

This is useful when an external service returns a file as part of its response. For example, a flow can connect to an external application that generates or retrieves a file and receive that file through the webhook response.

You can then work with the response data within your GC flow based on your use case.

Read more: Response in Webhook Block ↗


These updates give you more ways to build and manage GC flows efficiently. Explore the updates and see how they can fit into your Guided Conversations workflows.

Let's talk!
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Prabin | Zoho Desk