Guided Conversation Bots

Managing a high volume of customer inquiries on your website and WhatsApp can be challenging without chatbots. The Guided Conversation (GC) in Zoho Desk, when associated with ASAP and WhatsApp, creates chatbots to handle initial customer inquiries efficiently. However, chatbots alone can't always resolve every issue, and often, an agent needs to step in. With the availability of GC bots on Zoho Desk mobile, agents can now easily pick up the conversations anytime and anywhere, providing flexibility and quick resolution.

Guided Conversation flow can be configured for your website and WhatsApp using Zoho Desk web to handle customer queries. Once associated with ASAP and WhatsApp, this bot functionality extends to your Zoho Desk mobile app for seamless use across platforms.

Learn more about setting up GC flow with ASAP

Learn more about how to add GC bot to WhatsApp

Using the ChatBots in mobile app

The ASAP add-on for your website allows customers to access the Help Center from their Desk account. You can set up a chatbot to handle end-user conversations by associating a predefined flow from Guided Conversation with ASAP.

For WhatsApp, users can enable a chatbot by choosing the bot platform as Guided Conversation and selecting the desired flow on the Zoho Desk web application. These chatbot conversations are accessible within the Zoho Desk app's IM module, offering customers a quick response to their queries.

An agent can perform the following tasks on a bot chat:

View the bot chats
Pick up the bot chats

To view ASAP and WhatsApp bot chats

Open the Zoho Desk app.
Tap on the More icon.
Select IM.
Tap on the Views dropdown.
Choose your bot's name from the Bots section.

Note: Bot chats from the website are labeled as Visitors.

In iOS, the status of the ASAP message will be displayed as Responded, Yet To Respond, or Skipped.

To pick up ASAP and WhatsApp bot chats

Open the Zoho Desk app.
Tap on the More icon.
Select IM.
Tap on the Views dropdown.
Choose your bot's name from the Bots section.
Tap on Pick up.

Note: Once an agent picks up the WhatsApp bot chat, it will be moved to the regular WhatsApp inbox within IM.

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