IM Bots in Android
When customers need to resolve an issue, they seek quick, smooth, and relevant support from businesses. To meet their expectations, Zoho Desk automates customer interactions through smart and intuitive conversational flows called Guided Conversation (GC).
Guided Conversation, when associated with channels, creates chatbots to answer customer queries, complete tasks, or access services—all without the need to speak with a human agent. GC guides the users through a series of predefined questions that help resolve queries or escalate them when needed.
However, chatbots can't always resolve every issue by themselves and require the intervention of an agent. With Zoho Desk mobile, agents can pick up the conversations anytime and anywhere, providing immediate resolution when the customers request to transfer the chat to an agent.
- The Guided Conversation flow can only be set up through the Zoho Desk Website. Learn more about setting a GC flow
- The agents can pick up chats only if the necessary choice block is embedded in the GC flow.
- The chatbot conversations can be accessed within the IM module.
- The Bots view will display chats from both answer bot and GC bot, however only the GC bot chats can be picked up by the agents.
Learn more about setting up GC flow with ASAP
Learn more about setting up GC flow with WhatsApp - The GC chats will be automatically converted into tickets.
Using chatbots in Android
An agent can perform the following tasks on a bot chat:
- View the bot chat.
- Pick up the bot chat.
To view the bot chat
- Open the Zoho Desk app.
- Tap the Hamburger Menu and select IM.
- Tap the Views dropdown.
- Choose your bot's name from the Bots section.
Bot chats from the website are labeled as Visitors.
To pick up the bot chat
- Open the Zoho Desk app.
- Tap the Hamburger Menu and select IM.
- Tap the Views dropdown.
- Choose your bot's name from the Bots section.
- Click on the chat you want to open.
- Tap Pick up.
- If the customer doesn't respond for more than 10 minutes, the bot will automatically end the chat.
- The status of the received message will be displayed as Responded, Yet To Respond, or Skipped.
- Once an agent picks up the bot chat, it will be moved to the regular inbox within the IM.
Access your files securely from anywhere
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:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Introducing ASAP Android SDK
This document pertains explicitly to help widgets created using the updated new ASAP Setup. Please note that if you are using an older version of ASAP, the help widgets will be read-only. To enable the new ASAP widgets on your app, use the latest ...ASAP SDK Android - Release Notes
4.5.0 Support for User Events tracking has been enhanced for the tickets module. We have furnished a configuration to disable the 'Topic Like' and 'Topic Comment' features in the community module. To see the complete list of configurations, click ...FAQs: Answer Bot
1. What is Answer Bot? Zoho Desk's Answer Bot is powered by Zia, Zoho's built-in AI tool. Answer Bot helps customers find quick, accurate answers to their questions by mimicking human-like conversations. It is designed to provide personalized ...How to Integrate the ASAP SDK with your Android app
This document pertains explicitly to help widgets created using the updated ASAP Setup 4.0 Version. Please note that if you are using an older version of ASAP, the help widgets will be read-only. To utilize the new ASAP widgets on your App, use the ...Working with the ASAP SDK for Android
This document pertains explicitly to help widgets created using the updated new ASAP Setup. Please note that if you are using an older version of ASAP, the help widgets will be read-only. To enable the new ASAP widgets on your app, use the latest ...
New to Zoho LandingPage?
Zoho LandingPage Resources