Ring in the New Year with Guided Conversations for Smooth Offline Support
As we step into the new year, it’s time to refocus, re-energize, and gear up for fresh opportunities. But what about your customers as they begin the year with their own set of challenges or queries to resolve?
With Zoho Desk’s Guided Conversations (GC), you can ensure they’re supported seamlessly, even as your team navigates the post-holiday rush.
Zylker Techfix, a mobile gadget firm, has a busy start as its customers flood them with requests: repair appointments, service inquiries, delivery tracking, and questions about new products. By leveraging Guided Conversations, Zylker Techfix provided an efficient, self-service experience that kept customers engaged while their team prioritized high-value tasks.
Here’s why Zylker Techfix setup the Guided Conversations feature within Zoho Desk:
- Customers could effortlessly log repair or service requests.
- Delivery updates and product inquiries were instantly addressed without delays.
- Clear and reassuring messaging kept customers informed that their concerns were logged and would be prioritized.
Guided Conversations acts as a dependable, 24/7 virtual assistant, automating ticket creation while offering a personal touch. Its intuitive, drag-and-drop builder enables you to design workflows that guide customers through their questions, gather essential information, and create tickets—even when your team is unavailable.
For businesses like Zylker Techfix, GC turned the often-hectic start of the year into an opportunity to build stronger customer relationships. By ensuring requests were acknowledged and logged, customers felt valued and confident that their needs were being addressed.
As you plan for the year ahead, Guided Conversations can help you create a customer experience that’s efficient, thoughtful, and future-ready.
Guide to Set up Guided Conversations (GC) in Zoho Desk
Guide to Set up Guided Conversations (GC) in Zoho Desk
Here’s how you can easily set up Guided Conversations to create tickets when agents are unavailable/offline:
1. Go to Setup > Self-Service > Guided Conversations.
2. Select the department before creating the flow because Guided Conversations are department-specific.
Create a New Flow
3. Click on the Create Flow tab in the top-right corner.
4. Select the Web Channel.
5. Enter a Name and Description for your flow, then click Next.
6. The GC design window will appear. Below the Guided Conversation icon, click the + icon to start building your flow.
7. Drag and drop elements from the right-hand panel to create your conversation blocks.
8. Drag the Text Message Block and drop it into the flow. Type a Welcome message.
9. Enter the Name of the block and the Message you want to display to customers. This block is used to share direct information with your customers.
10. Click the + icon below the text message block and add a Question Block.
11. Use the Question blocks to collect inputs from customers based on your questions.
For example, use the following Question Blocks using the + icon to receive the information from your customers:
- Name (Text Block)
- Email (Email Block)
- Contact Number (Number Block)
- Date (Calendar Block for availability)
- Attachments (Attachment Block to receive files or images, such as screenshots).
Add Button Choice Blocks
12. Use the Button Choice Blocks to present predefined options to customers, such as a list of countries, states, or regions. This is useful for collecting specific information like location and understanding the time zone.
13. Drag the Text Question block to receive a description on the Issues submitted.
14. Create the Date and Time question block to get the customer's availability time to reconnect, if required.
To Create a Ticket
15. Now, click on the Zoho Desk blocks, click on the Create ticket.
16. Give the Block Name, choose the Department (the same department where you create this Guided Conversation), choose the layout for the Email template.
17. In the Input variable mapping, click on the gear icon, map the field variables in the Tickets layout with the Flow variables created within GC.
For example, map the Email field within Tickets to the Email block in GC, map Phone with the Phone field, map Subject with the Issue Type, and map Description with the Describe issue text block
18. Click Save to save the mapping variables
19. In the Output variable mapping, click on the gear icon, map the ticket related information which you would like to share with the customers within the GC.
Preview and Publish
20. Once all blocks are added, click on Preview to view the flow and ensure it works based on your requirements.
21. Save your changes, and click Publish. Your Guided Conversation is ready to use!
Note: Some blocks are being developed for Instant Messaging (IM) channels and will appear faded out if you choose IM channels.
Create A GC Widget
i. Go to Setup(S) >> Self Service >> Guided Conversations >> GC widgets.ii. Click on Create GC widget. Give a Name and Description.iii. Choose the Channels. click on the drop-down arrow under Associate flows >> Add Flow >> select the Published GC.iv. Click Associate. under Access Permissions, select users based on your preferences.v. Enter your preferred welcome message that you would like to appear on your GC widget.vi. Enter End Options based on your preferences.vii. Click Save to save your GC widget.
ASAP Widget
Go to Setup (S) >> Self-Service >> ASAP >> Create New Widget.
a. Enter a Name, enable the widget launcher to show the widget on your website.b. Associate the help widget with required departments.c. Choose the required modules to associate with the widget.d. Once you are done, click on Generate.
Embed GC
You can obtain the embed code to integrate the widget into your website or Help Center, as well as the organization ID for iOS and Android SDKs.
i. Go to Setup (S) >> Self-Service >> ASAP.ii. Hover over the created ASAP widget; click on Embeddable Code.iii. Copy the web embed code for use on your website or Help Center.iv. Use the iOS ID for iOS SDK and the Android ID for Android SDK.
That’s it—your Guided Conversation is now live and ready to assist your customers!
Pro Tip
Guided Conversations can be tailored to suit a variety of scenarios, from managing customer inquiries to streamlining ticketing operations. Enhance the customer experience by customizing, editing, or updating workflows to meet their needs effortlessly.
Explore our Guided Conversation Guide and the automation with GC to ensure your customers always have the support they need.
Here’s to a fantastic start to the New Year! Wishing you success and seamless experiences ahead: Happy New Year from 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
Lydia | Zoho Desk
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
New Agent Creation - Not Receiving Activation Email
I created multiple new agents within Zoho Desk with no issue. Everyone one of them received the activation email except one. The email is correct and confirmed multiple times. It is not located in the Spam folder. I withdrew the activation and recreatedIt's time to say goodbye to Zoho Recruit for me.
Hello, I have been a Zoho Recruit user since 2013. The tool has evolved, with a better UI, new features and so on. The pricing is still a great asset too. BUT, that being said, important features are not coming fast enough. I tried to share my point ofMerge Join PDFs Zoho Creator
Hi all, I have a field where users upload PDF, is it possible to join those pdfs into one with a function or something? Regards.Zoho invoice doesn't support Arabic language
I added a clause in the terms & conditions section in Arabic but it doesn't appear when I sent or print it.View Reference Values in pick list field not showing
Dears, I want to create a custom field, type "Pick List", to define the language of a Lead. I want a pick list with some options value ("en", "fr", "de", etc.) and I want to display this options with a reference ("English" for "en", "Français" for "fr",Introducing Assessment-based Filters in Zoho Recruit
We're thrilled to announce a handy new feature: Filtering Candidates by Assessment Answers. This tool allows you to refine your candidate search based on their performance in screening tests or assessments. It's a great way to find candidates who meetReports - Billable Hours
Hello, I have been playing around with some of the reports features but haven't yet been able to generate a report outlining Tickets which have been closed, that have billable time entries - defined against customer accounts - I can run a report showing📣📣 Zoho Bookings - Feature Roadmap 2024
Hi Everyone, Thank you for all the support you have been showing Zoho Bookings. We had a fabulous 2023, with a bunch of new features and over 60K new users. In 2024, our prime focus will be on user experience, and we have a few vital features coming inTemplates when adding a ticket
Hello, When adding a ticket and crafting a description is it possible to have the templates available? I would like to do it all at once vs creating the ticket then navigating to the ticket to send the initial contact. Thank you,Couldn't connect to host, port: wordpress2224249.home.pl, 143; timeout 10000
Hey, i get a error up "Couldn't connect to host, port: wordpress2224249.home.pl, 143; timeout 10000" But i tried same passwords and info. to make imap on hotmail. and it works flawlessly. Has to be something with zoho....How to stop workflow running twice on a record
Hi I have a workflow as below Trigger: Lead record is created/edited - Repeat this workflow whenever a lead is edited is NOT TICKED Condition: When Lead Stage is MQL Action: Reassign Lead, Create Task If the Lead goes into stage MQL, and then it changesUsing lookup field in Formula field
I created the following formula field to get string output based on Lookup field values Lead and Account: if(${Communications.Lead}!='','Lead',if(${Communications.Account}!='','Account','Other')) The syntax seems correct, but I'm still getting an error.Customize the ticket ID for enhanced ticket tracking
Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customersSet a global default filter to All Candidates view
Hi, Is it possible to set a global filter to the All Candidates view? As a use case would be for off-limit candidates. These are those who are off limits due to previous bad client feedback on performance/behaviour. Ideal use case would be to set theseCan't join canal Developers Zoho User
Hello, I received an invitation to join this channel, but I get an error when I try to join it, and I get the same error when I go to the Zoho Cliq interface > Search for a channel. Is this because I don't have a license linked to this email address?Searching for content within courses
Hello, I have been testing out Zoho One for my company have been exploring Learn. I've noticed that you cannot search for content within a course. You can only locate the title of the course. Example: Course: How to Make Your Bed Chapter: Pillows Lesson:Remove "Additional Information" options from user-created tickets
I'd like to configure customers to be able to create tickets themselves, with and without logging in. However, I don't want them to set things like the priority or due date. Is there a way to remove these options from the help center when customers createIssue Loading Dynamic Table Fields in Zoho Writer
I am experiencing an issue while configuring a repeat table in Zoho Writer. When attempting to insert a dynamic table, I receive the following error: "There was a problem loading your dynamic table fields. Please try again in a while." I have alreadyFSM Function not executing
Good Afternoon, all I am working on a workflow function in FSM and yesterday it was working fine. Now today when I select "Save & Execute" it does nothing. I even tested it with just a info statement and it is not executing. Any help would be greatlyAnnouncing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM
We are delighted to announce an Early Access to Zoho CRM for Everyone— a truly democratic approach to managing a CRM, gift-wrapped in an exciting and intuitive user interface. Here, multiple teams across an organization can coordinate among each otherAPI - Inactive user
Hi We have a complex flow set up with an API. Yesterday I needed to inactivate a user who had set up the flow and API- realised after this, then broke the connection so - re-activated the user. The flow now seems not to work when gaining information fromBased onthe multipick list value want to Show in the pick list field
Based onthe multipick list value want to Show in the Single pick list field Database Region is multipick list if it contain Saudi and UAE then region pick list want to show Saudi and UAE Database Region is multipick list if it contain Saudi then regionCRM quotes and sub forms.
Recently upgraded to Enterprise CRM - now some added hopes/questions * In a subform in quotes, if I add a "Percent" field, called Overage for instance. I would expect it to allow me to enter a percent like "10%" and carry the percent forward to formulasAdd Mileage Tab on Expenses
Hello, the 'Add Mileage' tab is not visible. How can I enable it? I checked the settings, and my user has admin privileges. I also enabled mileage in the policy, but the 'Add Mileage' tab is still not visible. What could be the issue?Currency transition
We are using Zoho CRM in Curacao, Dutch Caribbean. Our currency is currently the ANG. Curacao will be transition ing from using the ANG (Antillean Guilder) to using the XCG currency (Caribbean Guilder) on March 31st 2025, see: https://www.mcb-bank.com/caribbean-guilder.Error sending an email
Hi, I'm trying to send an automated email (receiver is always the same) via Deluge function. It was working perfectly, but yesterday the receiver's mailbox got full and started returning this error: { "data": [ { "code": "NOT_ALLOWED", "details": { "reason":[ Free Webinar] Transform your hiring process with Zoho Recruit's AI tools
We are conducting a free webinar (on 26th November, 05:00 AM IST - 06:00 AM IST) designed to help you make the most of Zoho Recruit’s AI capabilities and give you a sneak peek into our future roadmap. Why Attend? In this session, you will: Discover howEmail signature duplicate
Hi, For a few weeks, opening the email writer would show an error. After clicking ok, the signature would change slighty (font size, I believe). After that it worked fine, so we thought nothing of it. However, now it no longer shows the error puts theGetting Started All Zoho Desk APIs require these two mandatory fields in the header.
Hey, according to API Dokumentation, All Zoho Desk APIs require these two mandatory fields in the header. Authorization - Authentication request token orgId -ID of the organization to access. All API endpoints except /organizations mandatorily requireZOHO Work Drive Back Up
I am looking for a ZOHO Work Drive backup solution. Something that is cloud based. There's lots of these kinds of options for Google Drive and other providers, but I have not seen anything for WorkDrive. Any suggestions?Export PDF File Name
Is it possible to change the default Zoho .pdf naming scheme for inventory items like quotations? Would like to use the the Subject as the default quote name. Is this possible?Facing issue in getting data through api calls
I have send data of users and want to get the data oof users but facing issue with one field for that I want helpKaizen #126 - Circuits in Zoho CRM - Part 1
Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the differentGoogle Ads Data is Publicly available in Zoho CRM
We recently discovered that ALL of the following Google Ads fields are visible to all users in our CRM that have access to either Leads or Contacts modules. Not only is this troubling and inconvenient, it should be unacceptable. It also creates a messCampaigns workflow emails going to Spam
Hi Everyone, Does anyone have a solution for workflow emails going to recipients SPAM folders? Our domain is not on any Blacklists, We have our domain authenticated with SPF, DKIM and DMARC all set up and we still have leads who tell us they are not gettingBest Way to Integrate a Shared Sales Inbox with Zoho CRM
I’m setting up a shared email inbox (e.g., sales@mycompany.com) for our sales team and want to integrate it with Zoho CRM Leads and Deals so that multiple team members can collaborate efficiently. Since Zoho CRM doesn’t support IMAP for shared inboxes,Add and Delete Customer Portal user via Deluge
Using Creator to build an app involving a customer portal. I'm trying to integrate the customer portal for the first time and it is raising questions, mainly because it's new territory. Is it possible to add a new user to the customer portal via deluge? For example, if an existing user invites/refers another potential user to try our app, is there code to automate via deluge, setting up an account ready to go for them? The referral would include their email address, and a workflow would set up theUnexpected Error in Reports (Pivot Chart, Pivot Table)
Dear Zoho Support Team, I am facing an issue while creating reports (Pivot Chart, Pivot Table, etc.) in Zoho Creator. When I try to access the report, I receive an unexpected error, and an alert message saying "Undefined" appears with the loading UI.Access invoice custom modules data from API
Hi, I am using $url = "https://www.zohoapis.eu/invoice/v3/invoices"; $opts = ["http" => [method" => "GET",header" => [ "Authorization: Zoho-oauthtoken $accessToken", "X-com-zoho-invoice-organizationid: $orgId" ] ] ]; From my app to retrieve the invoices,Using IMAP configuration for shared email inboxes
Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configureNext Page