Narrative 9: GC—Meaningful conversations that benefit your customers 

Narrative 9: GC—Meaningful conversations that benefit your customers 

Behind the scenes of a successful ticketing system - BTS Series

Narrative 9: GC—Meaningful conversations that benefit your customers


Customers often seek immediate solutions, which is why self-service options are essential. Guided Conversations provides an interactive platform that offers real-time conversational experiences, enabling customers to find the help they need at their convenience quickly.

Guided Conversations 

With Guided Conversations, Zoho Desk aims to provide an intuitive and conversational self-service platform that better meets the needs of both businesses and customers. Guided Conversations lead users through their journey by asking relevant questions, providing the answers they seek, and directing the conversation in the right direction based on their responses.

Self-service systems aren’t just for customers; more organizations are providing their employees with tools to handle administrative tasks, onboard new hires, familiarize themselves with policies and software, and address customer complaints using these models.

These systems save time, are cost-effective, improve process efficiency, boost the productivity of service agents, reduce customer wait times, and provide personalized support that makes clients and employees feel valued.

Integration Blocks 

The Gen AI block in GC improves chatbot interactions by providing responses that are more natural and contextually relevant. This block offers greater flexibility and intelligence in managing user inquiries while seamlessly integrating into existing business processes.

Refined conversations with artificial intelligence 

Refined conversations with AI are transforming how organizations interact with technology, particularly in areas such as customer service, data management, and process automation. 

GC is vital to this change because it improves the capabilities of traditional AI systems. AI can support more natural and engaging conversations, which enhances interactions between users and AI systems. This fosters a deeper understanding of user needs and facilitates more effective problem-solving. 

It also enables customized responses tailored to user preferences and past interactions. This personalization improves user experience and satisfaction by making conversations feel more relevant and tailored. It can automate responses to common questions, letting human agents concentrate on more complex issues. This enhances efficiency and reduces response times, ultimately improving overall service quality.

Conversation flows that suit your style 

Imagine you’re building a digital assistant or interactive platform—not just any platform, but one that truly captivates customers. You don’t have to start from scratch; instead, you tap into a library of pre-built components, letting you shape engaging, one-of-a-kind experiences with just a few clicks.

As users interact, your system listens and learns, offering them personalized recommendations tailored to their preferences, needs, and every little piece of information they share. Behind the scenes, you’re masterfully saving their responses, whether it’s just for the session, locally for next time, or even globally across devices—thanks to seamless variable management.

Your creation isn’t limited to just one world; it lives and breathes across websites, mobile apps, and messaging services, meeting your audience wherever they are. Want to reach even more customers/businesses? You can craft workflows in multiple languages, warmly welcoming users from around the globe.

Best of all, you hit the ground running with ready-made templates designed for nearly any business challenge. Each piece falls into place quickly, empowering you to build solutions that aren’t just functional, but unforgettable.

Conversations that are automated yet personal 

Customers can easily find solutions to their questions and issues through an intuitive question-and-answer flow. GC expertly guides users step by step, empowering them to locate answers or complete tasks without needing assistance from a support agent. By automating responses to repetitive and frequently asked queries, GC enhances efficiency and enriches the customer experience. 

With round-the-clock support available 24/7, customers can rest assured that help is always just a few clicks away. Additionally, by leveraging user data and interactions, GC provides tailored solutions that cater to individual needs, ensuring that each customer feels valued and supported.

Manage heavy incoming traffic 

Guided conversations are structured, interactive dialogues that help direct customers through a series of predefined steps to resolve issues more efficiently and effectively. This approach enables support teams to provide personalized assistance while ensuring that customers receive accurate and relevant information based on their specific needs.

Takeaway 

Guided conversations in Zoho Desk significantly enhance the ability to manage heavy incoming traffic by providing a structured, efficient, and consistent approach to customer support. By implementing this feature, organizations can not only improve the customer experience but also empower their support teams to operate at their best, even during challenging times.


Please stay tuned for more in the Desk behind-the-scenes series.


Regards,


Kavya Rao

The Zoho Desk Team

Idea

Also, read:

Behind the scenes of a successful ticketing system (BTS Series)


Further reading:

The Wheels of Ticketing Series

    Access your files securely from anywhere







                            Zoho Developer Community





                                                  Use cases

                                                  Make the most of Zoho Desk with the use cases.

                                                   
                                                    

                                                  eBooks

                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

                                                   
                                                    

                                                  Videos

                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

                                                   
                                                    

                                                  Webinar

                                                  Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                   
                                                    
                                                  • Desk Community Learning Series


                                                  • Meetups


                                                  • Ask the Experts


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner






                                                            Manage your brands on social media



                                                                  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

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner






                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources


                                                                                              Zoho Writer Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ








                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                            • Recent Topics

                                                                                                            • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

                                                                                                              Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow
                                                                                                            • Custom Buttons for Mass Actions

                                                                                                              Hello everyone, We’ve just made Custom Buttons in Zoho Recruit even more powerful! You can now create Bulk Action Buttons that let you perform actions on multiple records at once, directly from the List View. What’s new? Until now, custom buttons were
                                                                                                            • Zoho Assist not rendering NinjaTrader chart properly

                                                                                                              Hi everyone. Just installed and testing Zoho Assist. I want to display my laptop' screen (Windows 11) on a monitor connected to my Mac mini. The laptop is running a stock trading program called NinjaTrader. Basically, when running, this program displays
                                                                                                            • Involved account types are not applicable when create journals

                                                                                                              { "journal_date": "2016-01-31", "reference_number": "20160131", "notes": "SimplePay Payroll", "line_items": [{ "account_id": "538624000000035003", "description": "Net Pay", "amount": 26690.09, "debit_or_credit": "credit" }, { "account_id": "538624000000000403", "description": "Gross", "amount": 32000, "debit_or_credit": "debit" }, { "account_id": "538624000000000427", "description": "CPP", "amount": 1295.64, "debit_or_credit": "debit" }, { "account_id": "538624000000000376", "description":
                                                                                                            • Question regarding import of previous deals...

                                                                                                              Good afternoon, I'm working on importing some older deal records from an external sheet into the CRM; however, when I manually click "Add New Deal" and enter the pertinent information, the deal isn't appearing when I look at the "Deals" bar on the account's
                                                                                                            • Auto Capitalize First Letter of Words

                                                                                                              Hi I am completely new to ZOHO and am trying to build a database. How can i make it when a address is entered into a form field like this: main st it automatically changes is to show: Main St Thank You
                                                                                                            • Adding Social Media Buttons to Basic Campaigns

                                                                                                              Hi, I'm quote new to using Zoho Campaigns and I can't work out how to add Social Media Buttons into my basic campaign? In MailChimp there's a button that brings the icons into your campaign for you. I've tried adding the social media icons as 'buttons' in Zoho but it's not looking great. Can anyone help? Thanks!
                                                                                                            • Dropshipping Address - Does Not Show on Invoice Correctly

                                                                                                              When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being
                                                                                                            • An Exclusive Session for Zoho Desk Users: AI in Zoho Desk

                                                                                                              A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AI
                                                                                                            • Best way to schedule bill payments to vendors

                                                                                                              I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have
                                                                                                            • Link(s) between Notes

                                                                                                              Hello Everyone, It would be great if links could be created between notes. Let's say we have 5 Notes A, B, C , D, E. I would like to be able to link Note A to Note B but not in other way, so no link appears in Note B linking to Note A. An so on, linking
                                                                                                            • Regex in Zoho Mail custom filters is not supported - but it works!

                                                                                                              I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regex
                                                                                                            • Need Easy Way to Update Item Prices in Bulk

                                                                                                              Hello Everyone, In Zoho Books, updating selling prices is taking too much time. Right now we have to either edit items one by one or do Excel export/import. It will be very useful if Zoho gives a simple option to: Select multiple items and update prices
                                                                                                            • Feature Request: Assign Documents to Already Entered Bills, Expenses, Invoices, etc.

                                                                                                              Hi Zoho Team, We are regular users of the Documents module in Zoho Books and appreciate its ability to keep financial records well-organized. However, we’ve noticed a limitation: There is no way to attach a document from the "Documents > Files" section
                                                                                                            • I don't see any WITHDRAWL transaction at all

                                                                                                              Hi I manually imported my bank statement to Zoho books today and I am a complete newbie. I have been reading the knowledgebase but unable to fix this. I only see "Uncategorized 91 DEPOSIT transactions". I don't see any WITHDRAWL transaction at all. Also,
                                                                                                            • Shared inbox unable to see replies

                                                                                                              Hi we are a small company me and someone else, we have a shared inbox for our sale@ and contact@ however we have this issue where by if i reply to an email or the other person reply to the email, it does not show it to them and therefore we end up replying
                                                                                                            • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

                                                                                                              Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:
                                                                                                            • Workdrive on Android - Gallery Photo Backups

                                                                                                              Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma
                                                                                                            • Zoho Books | Product updates | August 2025

                                                                                                              Hello users, We’ve rolled out new features and enhancements in Zoho Books. From the right sidebar where you can manage all your widgets, to integrating Zoho Payments feeds in Zoho Books, explore the updates designed to enhance your bookkeeping experience.
                                                                                                            • Kaizen #136 - Zoho CRM Widgets using ReactJS

                                                                                                              Hey there! Welcome back to yet another insightful post in our Kaizen series! In this post, let's explore how to use ReactJS for Zoho CRM widgets. We will utilize the sample widget from one of our previous posts - Geocoding Leads' Addresses in ZOHO CRM
                                                                                                            • 404 error at checkout

                                                                                                              Our customers are getting a 404 error at checkout. Anyone else with the same problem?
                                                                                                            • FONT Sizing in Notebook

                                                                                                              Hi Kishore - What is the status of adding font sizing to the application? I have several things that I have pasted directly into Notebook and the fonts are HUGE! I would like the ability to highlight them and reduce the font to a legible size. Nothing
                                                                                                            • Can managers Upload documents to their direct rapports?

                                                                                                              Admin employees have the ability to upload documents to employees' files; however, managers do not have add/manage button - is it possible for managers to upload their direct reports' documents, such as absence documents or 121 documents. Is there something
                                                                                                            • Leave balance display for next year

                                                                                                              Is there a way to not have a rollover or not limit the leave balance depending on the date. For example an employee has 10 days leave balance and wants to apply for January leave in December. They cant because the rollover doesnt show the leave balance
                                                                                                            • Please add an “Auto-Apply Unused Credits” toggle

                                                                                                              Hello — please add a simple org-level option to automatically apply unused credits (credit notes, excess payments, retainers) to new invoices and/or bills. An ON/OFF toggle with choices “invoices”, “bills”, or “both” would save lots of manual work for
                                                                                                            • Zoho Books not working/loading

                                                                                                              Hi! I haven't been able to access/load Zoho Books for the past hours. I get a time out (and it is not due to my internet connection). Could you please check this asap? Thank you!
                                                                                                            • WhatsApp Channels in Zoho Campaigns

                                                                                                              Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.
                                                                                                            • Introducing Profile Summary: Faster Candidate Insights with Zia

                                                                                                              We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring
                                                                                                            • Custom Fields with Data Types for Expense and Payments Received in Zoho Books

                                                                                                              Hi all, We are glad to present to you, the option to create Custom Fields for the Expense and Payments received modules in Zoho Books. This also comes with an icing on top of it - Yes, the custom fields can now be created with different data types. Types like Text, Number, Decimal, Amount, Auto Number and Check Box are supported as of now. Rush to the gear icon at the top right corner, select 'More Settings', choose 'Preferences' in the left pane. Click the Expense/Payment preferences where you can
                                                                                                            • Custom Fonts in Zoho CRM Template Builder

                                                                                                              Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if
                                                                                                            • [Webinar] Automate sales and presales workflows with Writer

                                                                                                              Sales involves sharing a wide range of documents with customers across the presales, sales, and post-sales stages: NDAs, quotes, invoices, sales orders, and delivery paperwork. Generating and managing these documents manually slows down the overall sales
                                                                                                            • Follow-up emails via Workflow Automation not staying in the same thread

                                                                                                              Dear Zoho Support Team, I am currently using Workflow Automation in Zoho Campaigns to send follow-up emails. In my test case, I noticed the following behavior: All emails in the automation have the same subject line. If the follow-up email is sent within
                                                                                                            • Zoho Cliq - Incident alert (Server outage - IN DC) | August 28

                                                                                                              We've received server down alerts and are currently investigating the issue (IN DC) to find the root cause. Our team is actively working to restore normal operations at the earliest. Status: Under investigation Start time: 09:44:21 AM IST Affected location:
                                                                                                            • Claude + MCP Server + Zoho CRM Integration – AI-Powered Sales Automation

                                                                                                              Hello Zoho Community 👋 I’m excited to share a recent integration we’ve worked on at OfficehubTech: ✅ Claude + MCP Server + Zoho CRM This integration connects Zoho CRM with Claude AI through our custom MCP Server, enabling intelligent AI-driven responses
                                                                                                            • How to conditionally embed an own internal widget with parameters in an html snippet?

                                                                                                              Hello everyone, I'm trying to create a dynamic view in a page using an HTML snippet. The goal is to display different content based on a URL parameter (input.step). I have successfully managed to conditionally display different forms using the following
                                                                                                            • Sync more than one Workdrive

                                                                                                              Hello Please I'm facing some difficulties since some days. In my company we have many zoho accounts in different organisations. And I have to find a way to sync all these Workdrives. I spend many hours to search it on zoho Workdrive but no solution. Could someone help me ? Any idea how I can achieve it ? Thanks in advance. Regards
                                                                                                            • How can I see content of system generated mails from zBooks?

                                                                                                              System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.
                                                                                                            • Limitations on editing a message in Cliq

                                                                                                              Hi I've checked the documentations and there's no mention of how many times a message can be edited. When trying with code, I get various numbers such as ~1000 edits or so. Please mention if there's a limit on how many times one can change a message via
                                                                                                            • Problem with reports due to "Connected" items change - Yes this IS a problem

                                                                                                              Now that the change has been made to use "connected" items I can no longer run the reporting I need in CRM. I should be able to start with Deals as the parent, connect down to the Account (Account_Name) on the deal as the child, then to any child items
                                                                                                            • 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
                                                                                                            • Next Page