Instant Messaging 

Mass WhatsApp messaging for efficient communication

Agents can send WhatsApp messages to multiple contacts at once, which is useful for various activities, such as onboarding and customer engagement programs. There’s also an option to skip sending messages to contacts who are already engaged in a conversation with another agent to avoid interruptions in the ongoing conversation.

Help document and availability

Sending mass WhatsApp messages to contacts | Standard and above

A new shortcut, +w, has been introduced to streamline sending WhatsApp messages directly from the Tickets module. When using +w, users can quickly initiate a WhatsApp message to the associated contact. If the message is being sent to a new contact, their details will be automatically recorded within the system, and autopopulated in the Contact's record. For example, if a new customer contacts the support via WhatsApp and their details are not yet in Zoho Desk, sending a reply will automatically create a new record in the Contacts module.

Help document and availability

Create a contact while sending WhatsaApp messages | Standard and above

Integrate Facebook messenger with Zoho Desk

Integrating Facebook Messenger with Zoho Desk allows businesses to efficiently manage customer communication through Meta's Facebook business pages. Once set up, the Messenger platform enables seamless interactions between customers and the business via various entry points, including Facebook Posts, the Meta business page, and the business's website.

Help document and availability

Integrate Facebook messenger with Zoho Desk | Standard and above

Integrate Instagram with Zoho Desk

Integrating Instagram with Zoho Desk enables businesses to manage customer communications through their Instagram business accounts. This integration allows seamless message exchanges between customers and businesses, with conversations originating from Instagram posts, the Meta business page, or a website widget. For example, a retail clothing brand can integrate its Instagram business account with Zoho Desk to manage customer inquiries directly from its Instagram posts or DMs.

Help document and availability

Integrate Instagram with Zoho Desk | Standard and above

Configure business hours for your IM channels

Business hours can be configured for various IM channels, including WhatsApp, Messenger, Telegram, and Line, ensuring that customer inquiries are managed efficiently within the designated timeframes. Setting business hours involves defining the times when a business is open and available to assist customers. This ensures that the support team operates in alignment with these hours.

Help document and availability

Setting conversation rules in instant messaging | Standard and above

Implement a customizable business messaging widget

Business messaging offers another channel for engaging with customers through customizable widgets available for Web, iOS, and Android platforms. By integrating a fully customizable chat widget into a website, businesses can provide real-time support and interact with visitors seamlessly. The chat window’s appearance, including its color scheme and logo, can be tailored to match the website’s design, ensuring a cohesive brand experience.

Help document and availability

Adding a business messaging widget to your website | Standard and above

Multi-WABA support for WhatsApp business platform

Supported multiple WhatsApp Business Accounts (WABA), allowing businesses to create channels for different brands or departments. Each business unit can manage its communication channels with a dedicated WABA to ensure efficient operations. Businesses with multiple WhatsApp accounts can set up and link as many channels as needed to provide a centralized platform and shared access to customer data for seamless information flow and operations.

Help document and availability

Support multiple WhatsApp Business Accounts | Standard and above

Add GC Bots to Telegram, FB Messenger, Line, Instagram, and Business Messaging channels  

Guided Conversation (GC) bots can be deployed in a variety of IM channels such as Telegram, FB Messenger, Line, Instagram, and Business Messaging channels. This provides customers with a self-service platform where they can interact with bots and support agents when needed.

Help document and availability

GC Bots to Telegram | GC Bots to Line | GC Bots to Instagram | GC Bots to Business Messaging channels | GC Bots to FB Messenger | Enterprise

GC Bots in Instagram

GC Bots in Telegram

Agents can set their status as online or offline specifically for the Instant Messaging feature. This allows them to control their visibility and mute all IM notifications with a click, ensuring uninterrupted work during critical tasks.

Help document and availability

Managing user status in IM | Standard and above

Zoho Desk's instant messaging webhooks enable automation of event-driven tasks between messaging apps and business workflows. By leveraging IM webhooks, businesses can integrate multiple channels into their business workflows, creating a seamless conversational ecosystem that enhances the customer journey and meets their preferences. For example, an ecommerce platform can automatically share package delivery OTPs via WhatsApp, an insurance provider can send payment reminders, and a travel agency can deliver booking details—all triggered through the webhooks in IM.

Availability

Professional and above

Measure customer happiness rating for IM Channels

Collect feedback on customer satisfaction for interactions conducted through the IM channel. A customer's happiness rating helps to see what they think about the support they receive at the end of each response or after closing their ticket. The integrated analytics will also assist the business in monitoring the ratings received by the agents or given by their contacts and accounts across various time frames.

Help document and availability

Customer happiness rating for IM channels | Standard and above

Users can enhance clarity in IM tickets with the help of thread separation. This feature distinguishes different conversation threads to make it easier for agents to manage and resolve issues effectively.

Availability

Integration 

Scheduling meetings from the ticket interface with Zoho Meeting integration

The Zoho Meeting integration enables agents to schedule and conduct meetings directly from the ticket interface. For example, if a customer submits a ticket requesting a product demo, the agent can create the meeting from the ticket interface, invite the relevant stakeholders, and also have the meeting recording and meeting details such as link, date, time, and venue available inside the ticket for easy access.

Help document and availability

Integrate Zoho Meeting with Zoho Desk | Standard and above

The Agent Attendance Tracker extension provides a comprehensive system for the support managers to monitor the agent's attendance. It addresses key operational challenges related to tracking and managing agents' break hours, attendance, and routine activities. Managers can track check-in and check-out timings and view detailed activity logs of their support agents. This is helpful in various ways:

• Accurate break logging: Allows agents to define and log break times, maintain proper shift coverage, and ensure uninterrupted service for customers.
• Streamlined check-in/out: Simplifies the process of checking in and out and enables precise tracking of work hours and real-time monitoring via the Agent Availability Report.
• Custom statuses: Enables the creation of custom statuses for activities like training and meetings to provide detailed visibility into agents' time allocation and enhance accountability.

Help document and availability

Integrating Zoho Desk with agent attendance tracker | Standard and above