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.

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