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.
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
Canned Messages for Instant Messaging in Zoho Desk
Need a faster way to reply to customer messages on WhatsApp, Instagram, Facebook Messenger, and other platforms? Canned Messages are here to help your agents stay quick, clear, and consistent, no matter how many chats they handle. What are Canned ...Configure Welcome Messages in Instant Messaging Inbox
Welcome messages are your first opportunity to create a positive and professional impression when customers start a chat. This guide will help you set up and manage welcome messages in your Instant Messaging (IM) channels. What you will achieve with ...Introduction to Instant Messaging
Instant messaging (IM) enables you to connect with your customers on the messaging apps they use, such as WhatsApp, Telegram, Facebook Messenger, and more. This feature consolidates customer conversations from various platforms into one unified ...Configure Offline Messages in Instant Messaging Channels
When a customer reaches out for help and no one’s there to respond, this can lead to feelings of frustration. That’s why Offline Messages exist, to let your customers know you’ve received their message and will get back to them soon. This article ...Auto-Close Conversations (Bot & Agent)
The Auto-Close Conversations feature helps businesses efficiently manage inactive chats across multiple channels, including WhatsApp, Telegram, Business Messenger, LINE, WeChat, Facebook Messenger, and Instagram. Why Auto-Close Conversations? ...
New to Zoho LandingPage?
Zoho LandingPage Resources