Using multilingual WhatsApp templates in Android
When agents receive multiple tickets for similar issues, they can use pre-approved WhatsApp templates to draft responses quickly. These templates also enable multilingual translation to help agents communicate with customers in their preferred language. The ability to send pre-approved messages in multiple languages without manual translation helps improve response times and increase user engagement.
For example, if a customer using a food delivery service encounters discrepancies and needs to reach out for support, the agent can use these templates to quickly respond with a pre-approved reply in the user's preferred language.
- In the mobile app, template messages can only be viewed; they can only be created in the web application. Learn more about creating WhatsApp templates.
- Agents can translate templates in around 70 languages. They can choose the desired language when adding templates to the channel.
- Template translation is available for both marketing and utility messages.
To send messages using templates from the chat screen
- Open the Zoho Desk app
- Tap the hamburger menu and select IM
- Tap on any accepted chat.
- Tap the More icon and select Template Messages.
- Select the desired language from the dropdown and then select a Message Template.
- View Message Preview.
- Click Send.
Agents can also send WhatsApp messages using multilingual templates to customers from the ticket detail and contact page.