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
Calendar week view: Today + 6
Is there anyway to have the calendar change dynamically based on the date? Due to the amount of events, we only display a week at a time, but towards the end of the week, we can no longer see ahead to next week (without changing it manually every time).customer Name and address details
i created one application there is no customer details in that . how to add customer details andRecalculate every row in the subform
Hello, Can anyone help me with a script, please? I have an issue. Sometimes it happens, that in a multi row subform one of the rows show an incorrect row total value. Not really understand how it can happen, if I have a 20 row subform, 19 rows show correctCreating Repeat Forms that remove redundancies
I wanted to understand if you can make multi-layer forms that reduce the need for users to input information in again and again. We want a form that our suppliers fill out per ingredient they sell, and the end result should have the Ingredient (SectionWhat is the difference between the free plan and the mail lite plan?
What is the difference between the free plan and the mail lite plan? How many emails can I send per day?Unblock email
Hi The outgoing mail from a client of me is blocked. I already made tickets and tickets are send to the EU desk but nobody is responding. The problem is already 4 days! There is absolutely no help from the support. I am really not satisfied at all! CanDomain verification failure
Hello Zoho Support, I purchased my domain directly through Zoho Mail, but the domain verification keeps failing with the message “TXT verification failed.” I’ve already waited and retried several times, but it still won’t verify. Could you please manuallyUnable to send message;Reason:554 5.1.8 Email Outgoing Blocked.
My email account is unable to send emails, and I urgently need to use it. How can I resolve this?If there is anything we have done wrong, please let us know in advance so we can actively cooperate to improve. User ID: 850482493URGENT: Email stopped workin - can't access admin panel
For some reason email sending stopped working. When I try to send an email it fails with "Unable to send message;Reason:451 4.7.1 Temporary system error" I can receive email just fine I see in my notifications some errors about the MX records, howeverCan I associate an invoice to a Project after the fact?
We have generated an invoice but would like to assoicate it to a Zoho Project after the fact. Is there any way to accomplish that? Thanks, ScottEmails I send as a cc or bcc NEVER GO THROUGH TO THA RECEIVER !!
every time i send a cc or bcc copy of an email to anyone when I’m using my zohomail.com email - no one ever gets the cc of bcc copy if the email: why???? And i triple check that the email addresses are correct; then i get back an email message (EVERYTIME)Cannot see correct DNS config for mail after moving domain to another provider
I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNSAdd Support for Authenticator App MFA in Zoho Desk Help Center
Hello Zoho Desk Team, We hope you are doing well. We would like to request an enhancement related to security for the Zoho Desk Help Center (customer portal). Currently, the Help Center supports MFA for portal users via SAML, JWT, SMS authentication,How to unlink a SAML user from the existing Zoho Desk user (domain change case)
Hi everyone, I’m trying to understand how to handle a situation where a customer changes their company domain. In our setup, users authenticate via SAML, so when the domain changes, the SAML system treats them as a new user. However, in Zoho Desk, I’dPrice Managment
I have been in discussions with Zoho for some time and not getting what I need. Maybe someone can help explain the logic behind this for me as I fail to understand. When creating an item, you input a sales rate and purchase rate. These rates are justRelated to zoho survey
Hi team. I want to know something regarding zoho survey question builder. I have two questions each of dropdown (One answer) - question type. In the first question, there are 16 answer choices and in the second question, there are 3 answer choices. For60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!
Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what'sText Message
When trying to sent a text message, it says its an error i should contact a zoho agentZoho POS is now available for Canadian retailers
Hey everyone, We're excited to introduce the all-new Canadian edition of Zoho POS, which helps retail businesses simplify and manage their end-to-end business operations. Start by signing up and exploring the 15-day free trial. Sign up now How does ZohoPayroll In Canada
Hi, When can we expect to have payroll in Canada with booksMass update to change or shift all project dates and keep project structure + shift all sub-tasks dates with main tasks
Most users would expect that if they change the start date of their project then that will be reflected inside the actual project and any project structure would be retained. Additionally if a task list with associated sub-tasks is moved, most users would expect that those sub-tasks would also be moved along with their parent task. This is not the case. For a total Project shift of dates: * the start and end date from > "Edit Project" page can have a radio button added to "shift all project tasksClosing Accounting Periods - Invoice/Posting dates
Hi, I have seen in another thread but I'm unsure on how the 'transaction locking' works with regards to new and old transactions. When producing monthly accounts if I close December 24 accounts on 8th Jan 25 will transaction locking prevent me from postingIn-person ZUG Meetups for Real Estate Professionals - US Q1 2026
The Real Estate Zoho User Group is going on a multi-city, in-person meetup tour across the US, and we’d love to see you there! These meetups are a great opportunity to: Connect with fellow real estate professionals using Zoho Share challenges and discoverZoho CRM custom fields not showing in zoho creator
Hi Team, I have created a Products form with Zoho CRM integration and connected it to Products module of CRM. But when I see the reports of Products in Zoho creator then I am not able to see custom fields of Products module. Only standard fields of ProductsSending email notifications based on language
Hello. I would like to know how we can bypass the default notifications (which are just in English) for when a ticket is created/replied to/closed, to be in other languages, based on the language field in the ticket? I can create other email templates,Error AS101 when adding new email alias
Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.Zoho Error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details
Hello There, l tried to verify my domain (florindagoreti.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details. Screenshot Given Below - please check what went wrong. ThanksWhatsapp 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 basedDownload a file from within a zoho creator widget
I have a widget running in Zoho Creator , it displays uploaded documents in a table file, and I have added a download link in the view. ( The widget is created with html, css and javascript). I do not succeed in getting the download working. Do I haveCorrelated subqueries not supported in Zoho Analytics. This creates huge limitations
Running into a major limitation in Zoho Analytics: correlated subqueries simply don’t work, even in completely standard SQL patterns inside a JOIN. Example: LEFT JOIN "Bills" b ON d."Id" = b."Deal ID" AND EXISTS ( SELECT 1 FROM "BillZoho / Outlook Calendar sync
The current Marketplace -> Microsoft -> Meetings integration needs 2 changes. 1. The current language for the Two-Way sync option should be changed. It currently states, "Sync both your Zoho CRM Calendar and Office 365 Calendar meetings with each other."Email content just contain 'OK' ,not what we expect
create campaign API URL: https://campaigns.zoho.com/api/v1.1/createCampaign req params: {'campaignname': 'General_Outreach_d0cfc415-43aa-4b96-bb09-558e76a3dda3_50_20251117_214806_660', 'from_email': 'admin@allinmedia.ai', 'subject': 'ALL IN MEDIA', 'list_details':Introducing the all-new email parser!
Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,Possible to connect Zoho CRM's Sandbox with Zoho Creator's Sandbox?
We are making some big changes on our CRM so we are testing it out in CRM's Sandbox. We also have a Zoho Creator app that we need to test. Is it possible to connect Zoho CRM's Sandbox to Zoho Creator's Sandbox so that I can perform those tests?Reopen ticket
Hello! Can I reopen a ticket just using the API ticket/sendReply ? What's the rules to do it? I'm trying but it doesn't reopen the ticket, it just send the replyAllow Admins to Transfer Ownership of Their Own Files & Folders
Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement to the ownership-transfer functionality in Zoho WorkDrive, specifically regarding administrator capabilities. As administrators, we have the ability toTip#46: Capture accurate log hours
Hello everyone, Use the newly introduced timer settings that will streamline the usage of timers and help admins or workspace owners to manage the time entries of the workspace users better. Check out the below mentioned timer settings added to the TimesheetMoving to app-specific authentication for Google integrations
Hello everyone, We’re making an important change to how Google integrations work in our platform. Until now, we used a common Google project across Zoho to enable integrations like Google Drive, Calendar, and more. Going forward, we’ll be moving to anDouble opt-in notifications and customizable confirmation messages for your webforms
Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submitLost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?Next Page