FAQs on 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?
No, we do not support the option to disable or customize the notification preferences in Desk.
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?
Integrations (Formats Supported) | .gif | .zip | .mp4 | .mp3 | .m4a | .jpg | .jpeg | .png | .amr | .ogg | .3gp | |
✔ | ✗ | ✗ | ✔ | ✔ | ✗ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | |
Telegram | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✗ | ✗ | ✔ |
LINE | ✗ | ✗ | ✗ | ✔ | ✗ | ✔ | ✔ | ✔ | ✔ | ✗ | ✔ | ✔ |
✗ | ✔ | ✗ | ✔ | ✔ | ✗ | ✔ | ✔ | ✔ | ✗ | ✔ | ✔ |
What are the file sizes supported by IM?
- Incoming Messages: Customers can send file size up to 20MB.
- Outgoing Messages (Agent's Response)
Integrations | Image Size | Document Size | Video Size | Audio Size |
5MB | 20MB | 16MB | 16MB | |
Telegram | 10MB | 20MB | 20MB | ‐ |
LINE | 10MB | ‐ | 20MB | 20MB |
10MB | ‐ | 10MB | 2MB |
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.
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
• 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.
• 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.
What is the recommended image size for uploading a Brand Logo?
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.
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
Telegram - No time limit
LINE - No time limit
WeChat - 48 hours
DC support for IM Channels.
WeChat - China (CN)
WhatsApp, LINE, Telegram - United States (US), Europe (EU), India (IN) & Australia (AU - Opening shortly)
WhatsApp, LINE, Telegram - United States (US), Europe (EU), India (IN) & Australia (AU - Opening shortly)
What are the supported plans for IM?
- Standard
- Professional
- Enterprise
- CRM Plus
- Zoho One
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.
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 200 Canned Messages.
How many Message Templates can be created?
A business can create a total of 100 Template Messages.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
Zoho SalesIQ Resources
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
FAQs on WhatsApp Business
How to configure a Phone Number for the WhatsApp Embedded Sign-up. The business phone number must be configured manually by adding the number on the Facebook Business Manager console and verifying it. Login here Once WhatsApp approves the phone ...FAQs on Telegram
What is a Telegram Messaging App? Telegram is a cloud-based messaging application. By integrating the Telegram messaging app onto the desk dashboard, you can expand your customer services through Instant Messaging. The advantage of communicating ...A Guide to Instant Messaging
An Overview Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to ...FAQs on WeChat
What are the different types of WeChat official accounts? • WeChat Subscription accounts can send up to one push message per day to their followers. • WeChat Service accounts appear as friends in the “chat” section of WeChat. This type of account can ...FAQs on LINE
What is the LINE Messaging App? LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available ...