Instant Messaging for Android

Zoho Desk's Instant Messaging module enhances the business by making customer communication easy and efficient. Zoho Desk integrates with the most popular messaging apps like WhatsApp, Telegram, Line, and Messenger - converting the conversations into service tickets so that the businesses can communicate with customers with ease, solving their queries instantly.

IM channels can be configured only through the web application. Learn more about setting up Instant Messaging.

Agent actions in the IM module

The following are the actions that the agents can perform in the IM module in the mobile application.

View the different IM channels that are configured.

Access conversation views to see My conversations, Unassigned, Blocked, Ended, and All conversations.

Unlike in other modules, custom views cannot be created within the IM module.

Pick a chat from the Unassigned view (the chats that are yet to be answered are listed under the "Unassigned" view).

Filter the conversation to see the chats that are yet to be responded to by their status to focus on unresolved chats or those requiring immediate attention, helping in efficient communication management.

Answer a chat by either typing or using canned messages by clicking the # icon in the chat bar.

Canned messages can be created only in the web application. Agents can view and choose the canned messages from the mobile app.

Reply to a chat using the WhatsApp template messages. These are predefined messages that most businesses use to send notifications, alerts, or customer service messages to their customers via WhatsApp. These messages can be customized with variables, such as customer names or order details, to personalize the communication.

WhatsApp Templates can be created only through the web application.Users cannot create the templates in Sandbox. Agents can view and choose the messages in the mobile app.

Reopen a closed chat in case the customer accidentally closed it or the agent wants to continue the conversation to share more details in case of discrepancies.
The agents can also, view the customer information, block or unblock and end or open the chat using the More icon.

Reply via Email

Agents can also respond to the tickets originating from the IM channel through email from the ticket itself. The email reply can be sent at both the ticket level and thread level.

While sending the mail, the receivers' email address is directly fetched from the saved contact information. If not provided, the agent will be prompted to enter the receiver's email address.

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