Zoho Desk's Instant Messaging | Feature Enhancements | Oct '23

Hello All,

 We spent August and September working on many under-the-hood improvements. What was the result? The Instant Messaging module comes with stability and some of the most-awaited enhancements. Let's explore the latest enhancements released in the last quarter.a variety offers greater boasts highly-anticipated updates you'll find in October.

In case you missed them in my earlier announcements, here is a quick recap of updates made to Desk's IM Module in the last three months.

Two options to send instant outbound messages through the WhatsApp channel

Send a message from the Contacts module

We have introduced a simple, one-click process for sending a message to customers through the popular WhatsApp channel directly from Desk's Contacts module. Click here to learn more.

Send a message from the Tickets module

We have introduced yet another simple, one-click process for sending a message to customers through the WhatsApp channel instantly from Desk's Tickets module. Click here to learn more.

Simplified analysis of reasons for message delivery failures

There can be many reasons why your message is not delivered as planned. Now, Desk displays a failure message explaining why the message failed to reach its recipient. This will help you identify the root cause and rectify it quickly.

Here are some common reasons messages fail:
   •    Insufficient credit balance
   •    Unsupported media type
   •    The recipient is using a trial number
   •    The session has expired

Comprehensive analytics of credit usage and payment history

You may be wondering what the WhatsApp Business dashboard actually has to offer. From this dashboard, you and your customer service team can see your WhatsApp Business data in one view. Review all your conversations, along with the charges for each type of WhatsApp business message.

Business Conversation categories

Conversations are categorized as follows:

Marketing: Marketing conversations include promotions or offers, informational updates, or invitations for customers to respond or take action.
Utility: Utility conversations facilitate a specific, agreed-upon request or transaction or update a customer about ongoing marketing. These may include transaction confirmations, updates, and post-purchase notifications.
Authentication: Authentication conversations enable you to authenticate users with one-time passcodes, potentially at multiple steps of the login process (such as during account verification, account recovery, and integrity challenges).
Service: Service conversations help you resolve customer inquiries.

Easy ticketing from within the IM module

Most support desks create tickets for customers who send messages about problems they've encountered. Agents typically ask for the customer's name or email address to locate and open their contact file, and then submit a ticket. Now, Zoho Desk's IM Module expedites the process. Simply click on the Create Ticket option to load the ticket form within the module, minimizing the customer's wait time.

Interactive Message Templates - A messaging feature to take your business to the next level

WhatsApp Business recently introduced Interactive Template Replies and Quick Buttons. These features helps businesses connect customers to relevant content and resources directly from their preferred communication channels. These features are now available across all Zoho DCs.

Interactive Message Templates are prebuilt messages that can be sent through a communication channel, such as a chat-bot tool or messaging app. These templates support interactive experiences by displaying buttons, menus, and other elements users can click or tap. They are designed to make it easier for businesses to automate customer conversations and provide a more engaging experience.

Monthly pricing plans for LINE official accounts

LINE official accounts have started charging businesses for sending more than 500 messages. Please find below the three new monthly pricing plans.

   •    With the free plan, only 500 messages can be sent.
   •    With the light plan, users can send 15,000 messages per month; additional messages can also be sent.
   •    With the standard plan, users can send 45,000 messages per month; additional messages can be sent.

Try these features and drop your suggestions in the comments section.

Facebook Messenger is almost here!

Great news! Facebook Messenger will soon be added to our list of available IM integrations. When you add a Facebook page to your business account, you can manage your page's activity from one platform.

Watch this space for more exciting Instant Messaging enhancements and feature updates!

Regards,

Kavya Rao
The Zoho Desk Team

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