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

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.

The Zoho Desk Team

                        Zoho Marketing Automation
                                • Sticky Posts

                                • 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
                                • Zoho Desk: Scheduled Maintenance on 8 August 2021

                                  Hello, everyone! Warm greetings from the Zoho Desk team. We have planned scheduled maintenance activity on 8 August 2021, around 11:00 am IST. It might engender downtime from 0.25 to 4 minutes for a few customers in the US data center. We do not expect

                                Manage your brands on social media

                                        Zoho TeamInbox Resources

                                          Zoho DataPrep Resources

                                            Zoho CRM Plus Resources

                                              Zoho Books Resources

                                                Zoho Subscriptions Resources

                                                  Zoho Desk Resources

                                                    Zoho Projects Resources

                                                      Zoho Sprints Resources

                                                        Qntrl Resources

                                                          Zoho Creator Resources

                                                            Zoho WorkDrive Resources

                                                              Zoho Campaigns Resources

                                                                Zoho CRM Resources

                                                                • CRM Community Learning Series

                                                                  CRM Community Learning Series

                                                                • Tips


                                                                • Functions


                                                                • Meetups


                                                                • Kbase


                                                                • Resources


                                                                • Digest


                                                                • CRM Marketplace

                                                                  CRM Marketplace

                                                                • MVP Corner

                                                                  MVP Corner

                                                                • Word of the Day

                                                                  Word of the Day

                                                                      Design. Discuss. Deliver.

                                                                      Create visually engaging stories with Zoho Show.

                                                                      Get Started Now