Instant Messaging FAQs

FAQs: Instant Messaging

Why can't I send Canned Messages?

The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module.
Navigate to Instant Messaging > Preferences > Check_lists to Switch On the auto-ticket conversion.

Can we disable the Incoming IM message notifications?

Yes, we support turning the notification preferences on/off in Desk. Please navigate the Profile section and find the required toggle options under My Availability.

Customer is not receiving incoming messages; what to do?

The WhatsApp business number must have been disconnected. Contact the IM team to get it fixed.

Can Instagram DMs be created as Tickets?

No, currently, we do not have the option.
Instagram channel for integration - Coming soon

Will the customer be able to purchase credits when the Subscription is scheduled for cancellation?

No, the customer cannot buy IM Credits as the Subscription is scheduled for cancellation.

What are the formats supported by IM?


(Formats Supported)
























What are the file sizes supported by IM?

  1. Incoming Messages: Customers can send file size up to 10MB.
  2. Outgoing Messages (Agent's Response)


Image Size

Document Size

Video Size

Audio Size


















FB Messenger

What to do when the customer receives this alert message, 'Unable to process your request?

  •  When there is a delay in listing the IM conversations
Ensure the Auto-Ticket conversion setting is configured for the WhatsApp Channel. This mitigates the delay in listing the conversations.
  •  When the agent is unable to pick up a conversation
The chat could have been assigned to another agent.
Also, check the preferences settings to see if the concerned agent has the necessary permission to view the ticket. 

When the customer is not receiving incoming messages on the IM Module.

  •  The number can be disconnected
  •  The ZohoDesk version could have been downgraded

When a customer is unable to reassign a conversation to another agent.

  •  Only agents associated with the IM WhatsApp Channel will be listed in the drop-down.
  •  Kindly check if the agent is associated with the channel; if not, they can associate the agents by navigating to Settings -> Instant Messaging -> Preferences -> Agents.
The WhatsApp Business API client scales and crops uploaded profile photos to be a square with a max edge of 640px and a max size of 5MB before uploading to our servers. Images with a height or width of less than 192px may cause issues when resizing occurs. Because of this, an image size of 640x640 is recommended.

Why is the verified business number not listed in the drop-down field during channel creation?

A number will not be listed (Drop-down field selection) because it is already connected to another WhatsApp account on a different device.
Kindly delete the number from the associated device and then try to re-configure it on Zoho Desk.

What is the session time-out?

WhatsApp - 24 hours
Telegram - No time limit
LINE - No time limit
WeChat - 48 hours

DC support for IM Channels.




















Facebook Messenger

What are the supported plans for IM?

  1. Standard
  2. Professional
  3. Enterprise
  4. CRM Plus
  5. Zoho One

What happens to my purchased credits if I delete my WhatsApp channel on the IM platform?

The credits are specific to the portal and not for the respective IM integrations.

Is there a way to have this Instant Messaging feature search for the existing contacts and add Instant Messaging chats and tickets to the existing contacts?

No, there is no such feature to add IM chats to the existing contacts manually.

What are the causes for the IM conversations not being listed?

Whenever a user sends a message to a configured number, a new contact will be created on Zoho Desk. If in case the customer deletes the contacts thus created, then the conversations will not be listed. The contacts need to be recovered for the conversations to be listed again.

Is there an IM widget to add to the website from where the users can connect to the channel of their choice?

No, we do not have an IM widget. But users can individually add each chat channel as a widget on their website through a Click-to-chat link, a QR code or a Message Button. 

When a customer is trying to respond on the IM Channel, it redirects him to the 'Permission Denied' page.

1. Navigate to Settings -> Users & Controls -> Permissions -> Profiles -> Select the IM Module -> Under Module Permissions -> Toggle the On option for IM (Permission is Enabled) -> Make sure that the four options View, Create, Update & Delete are selected and click on Save.
2. Also, navigate to Settings -> Customization -> Modules. Ensure that IM is in the selected module list. If not, please move it to the selected module list.

What is a BSP?

A business service provider (BSP) is a company that rents third-party software packages to its customers. Zoho is a business service provider. Read more

How many Canned Messages can be created?

A business can create a total of 300 Canned Messages.

How many Message Templates can be created?

A business can create a total of 200 Template Messages.

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