Understanding Guided coniversation in Zoho desk.

Hello Zoho developers,

Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy.

It is a GUI (Graphical User Interface) based, low-code, self-service platform aimed to deliver a great customer experience.

Using a set of predefined questions, GC guides users to help them find answers to their questions, or perform activities like creating a ticket, booking an appointment, tracking an order, and much more.

Guided Conversations is independent and does not involve a support agent's intervention. The users will be asked a question, the answer to which will prompt another relevant question. With each question, the user can move closer to what they are looking for.

Instead of looking for an agent or searching through the website, the users can use Guided Conversations to find their answers. GC can provide support round-the-clock, which makes it easy for customers to get help at the right time, resulting in a great customer satisfaction.

GC Flows

Flows are a series of responses built using blocks, paths, and variables that provide conversational self-service solutions to users on your website or mobile app.

How to enable and create a guided conversation in Zoho desk

There are steps to help you create a GC flow:

1. Log in to your Zoho Desk account.

2. Go to the settings.

3. Search for "guided conversation" and select the GC flow.

4. Create the GC flow.

Start building Guided conversation

Blocks are the single units of action items that are used to build a conversation flow.

To add a block to your GC flow

1. Go to Setup > General > Guided Conversations.

2. Select the Flow in which you want to add a block.

3. On the Guided Conversations builder, click (the Add Block icon).

The Add Block panel will appear on the right.

4. Select the block that you want to add.

For example, Text Block from the Message Block section.

5. Enter a Block Name.

For example: Welcome Message

6. Enter the text you want to show under the Question field. For example: Welcome to our Guided Conversations!

7. Click Preview Block to see how the block will be displayed on computer and mobile devices.

8. Click Save.

Similarly, you can add the required blocks at various points in the GC flow.

Here is a video demonstrating how to set up a guided conversation in Zoho Desk.

https://www.loom.com/share/e31321c830fa410db1ff9e773a5d476e?sid=4b9422bd-3ea8-45f6-9fe7-b12e4e979705

Thanks & Regard

Saurav Nigota
Zoho Developer || Dotsquares

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Sticky Posts
Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration
Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools
Apple iOS 17 and iPadOS 17 updates for Zoho Desk users
Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help
Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences
Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote
Zoho Desk Cheat Sheet For The Year-End
Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next
Deprecation of older versions of ASAP Mobile SDK | Zoho Desk
Hello, everyone. Greetings from Zoho Desk ASAP! In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions