Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings
Hi All,
We have some helpful new features to highlight in Zoho Desk's IM module.
Set your status as online or offline
Instant
Messaging has become one of the most popular tools for delivering
customer support. One of the most simple, practical features we've built
into Zoho Desk's IM module is the ability to set a user's status to
online or offline.
Why use this feature?
- Let's say you have a support team of five remarkable agents, but two are unavailable when a customer reaches out for assistance. The notification will only be sent to the agents who have set their status as Online, and the remaining agents will not be notified.
- Chats
can still be manually assigned to any agent, but they will only be
notified if they are online. Agents who have set their status as Offline will not be notified.
Easily manage your notifications
We've added more options to make it easier to manage in-app notification settings.
Enable or disable all IM notifications with one click
This enhancement adds a Mute sounds button to the user's profile, turning off all notifications. When the button is clicked again (Unmute), the original notification settings are restored.
Mute
is a friendly way for agents to temporarily silence notifications so
they can focus on a specific customer or task. When you mute a chat, you
will not receive any audio notifications.
Try these features now and drop your suggestions in the comments section.
Watch this space for more exciting Instant Messaging updates!
Regards,
Kavya Rao
The Zoho Desk Team
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