Zoho Desk's Instant Messaging | Feature Updates | Feb 2023

Hello All,

We are back with some exciting updates and feature enhancements to meet your business communication needs.

Let's take a look at what's new in the Instant Messaging module.

Multi-number support for WhatsApp users

If you have been using the WhatsApp channel to communicate with your customers, you're likely aware that, on the current WhatsApp Business platform, every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to each channel.

Great news! We now support multiple WhatsApp Business Account (WABA) phone numbers on the WhatsApp Business platform.

Note: Multi-bot support is also available for configured Telegram channels.

Use template messages to reach out to customers—even after the 24-hour messaging window

Now that you have set up the WhatsApp Business platform, you can start creating message templates for initiating conversations with your customers.
A highly structured message (HSM) is a form of message template that is pre-approved by WhatsApp. You can use it to proactively communicate with customers by sending outbound messages through our integrated WhatsApp channel.

WhatsApp message templates help you keep customers engaged with your business, without waiting for them to initiate contact.

IM Custom Actions Gallery

Zoho Desk offers a set of functionalities to automate and simplify the customer support process. The custom actions gallery lets you add workflow actions, in addition to the alerts, tasks, field updates, skills, and custom functions available by default. All you have to do is select or specify an action and set the values to add it to your desired workflow rule.

Introducing two custom actions you can associate with workflow rules:

Notify via the Instant Messaging module: Send notifications to customers through your configured IM channels.

Reply via the Instant Messaging module: Send automatic responses to IM tickets through your integrated channels.

Enable Auto-Response for your business

Automatic response messages help give your customers the right information at the right time to show that you are invested in them around the clock. This helps give your services a personalized feel and creates brand value for your customers.

Why is Auto-Response important for your business?
Customers have always valued businesses that deliver quick responses and prompt resolutions to their problems. By enabling Auto-Response, businesses can enhance users' experiences, improve customer retention, attract new leads, and solve problems instantly.

Convert conversations to tickets in IM using one simple setting

At any time, you can update your preferences for each of your help desk instant messaging channels. Now, you can also specify how much time should pass before a conversation is converted into a new ticket.

Note: If the timer selection remains None by default, conversations will not be converted into tickets.

Manually create tickets for messages

Your Desk ticketing system creates a document that records interactions related to support and service cases. Now, you can create a ticket from a single important message within an ongoing business conversation. The ticket is shared between the agent and the customer and logs their communications in one easy-to-manage thread. Both parties can refer to the ticket for future use.

Quick deletion of a configured messaging channel

You can delete a messaging channel if you wish to stop sending or receiving messages there. The channel's existing conversations will stay intact, but the agent cannot respond, transfer, or block associated chats.

Once a channel is deleted, conversations associated with that channel will be listed, but agents will not be able to respond to them or receive additional messages in the channel.
Chat transfers and chat blocking are restricted for the deleted channel's conversations.
The deleted channel will be removed from your list of channels.
The deleted channel will no longer be listed under Tickets or the agents' Preferences.

Personalize your messaging experience

Display modes ensure that your messaging inbox responds to light conditions to prevent eye strain. Now, you can change the messaging console's interface skin to dark or light, based on your preference and needs.

Dark Mode
Dark Mode is ideal in sparse light conditions.

Pure Dark Mode
A subset of Dark Mode, this option provides an even darker background, while maintaining contrast with the text and other graphical user interface (GUI) components.

Instant Messaging on your mobile app

Carry your support desk wherever you go!
With IM, you can handle all business communications on one platform. Desk empowers customers to seamlessly integrate their most-loved apps, such as WhatsApp, Telegram, LINE, WeChat, Instagram (coming soon), and FB Messenger (coming soon).

Try out these features and share your suggestions and feedback in the comments section.

Cheers,
Kavya
The Zoho Desk Team

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