Zoho Desk app update - WhatApp Templates - Android and iOS

Hello Everyone!

In the latest Android and iOS version of the Zoho Desk mobile app (Android v2.6.10) and (iOS v2.7.4), we have brought in support for WhatsApp templates in Instant Messaging (IM). With WhatsApp templates, the agents can send templated responses while interacting with users through WhatsApp (IM).

Types of Templates :

Marketing – To send promotional offers and product announcements to increase awareness.
Utility - To send transactional updates, order status, and critical alerts to your customers.

You can access the WhatsApp templates by following the steps mentioned below:

Go on to the Zoho Desk mobile app.
Select the 'IM' module.
Select the respective chat.
Tap the 'More' (three dots) option available within the chat bar.
Select 'Template Messages' option to select the respective WhatsApp template.
Select the 'Insert to reply' option to populate the selected template in the chat bar.

Please refer to the screenshots depicted below for visual reference:

For Android devices:

For iOS devices:

Note:

WhatsApp templates can be created from within the Zoho Desk web app (desk.zoho.com). Once created, the same can be accessed within the mobile app.
The created templates have to be approved by WhatsApp (Meta). Only then it can be accessed within the Desk app.
You ought to have a WhatsApp business account to access WhatsApp in IM on Zoho Desk.
IM is supported for all the paid plans.

To get to know more about WhatsApp Templates and its approval criteria, approval status and much more, please refer to the link given below:

Zoho Desk - WhatsApp Templates (Instant Messaging)

Request you to update the app to its latest version either by directly going on to the Stores or by accessing the links given below:

Zoho Desk mobile app - Play Store

Zoho Desk mobile app - App Store

We hope you find this feature useful. Should you need any assistance with app, please write to us at desk@zohomobile.com or submit a feedback from within the app (Steps: Zoho Desk mobile app > Settings > Feedback), and we will get right back to you.

Good day!