Instant Messaging
In Zoho Desk, the IM module brings together customer queries from all the popular communication apps, including WhatsApp, Telegram, Line, and Messenger, in a single place with a 360 view. By allowing agents to access these channels from the mobile app, businesses can reduce the time spent in resolving tickets and streamline the process of query resolution in both web and mobile. Agents can respond to chats using predefined template messages, send attachments, and resolve the queries, all in one place.
To navigate to IM module and chat listings
- Open the Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- You will be taken to the chat listing screen.
Working with the IM module
Agents can do the following from the mobile app:
- View the IM channels that are configured in the web. The chats will be listed under the following default views: My Conversations, Unassigned, Blocked, Ended, or All Conversations.
To view the configured channels
- Open the Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- Tap the All Channels dropdown.
Choose from options such as: My Conversations, Unassigned, Blocked, Ended, or All Conversations.
- Pick up chats and reply or send canned messages. Agents can select the chats they want to answer by picking them; the response can either be typed or canned (standard templated) responses can be sent to the customer.
Note: Canned messages can be created in the web account only. For creating canned messages, read this document.
To pickup a chat
- Open the Zoho Desk app.
- Select the IM ticket.
- Tap the More icon (
).
- Select Reply in IM.
- Tap Pick up.
To reply to a chat
- Open Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- Choose the chat you want to reply to.
- Type your response.
- Tap the arrow (
) to send.
To send a canned message
- Open Zoho Desk app.
- Tap the More icon (
).
- Select IM
- Open the chat.
- Tap "#" in the message field.
For WhatsApp, tap the More icon in the message field and then select canned messages. - Choose from the available canned messages.
- Tap the arrow (
) to send.
Template messages in WhatsApp
A WhatsApp template message is a pre-approved message format that businesses can use to send notifications, alerts, or customer service messages to their customers via WhatsApp. These messages are predefined and can be customized with variables, such as customer names or order details, to personalize the communication. WhatsApp template messages provide a structured and efficient way for businesses to engage with customers on WhatsApp.
To send a template message
- Open the Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- Open the chat.
- Tap the More icon (
) in the message field.
- Select Template Messages.
- Choose from the available template messages.
- Tap the arrow (
) to send.
- Add attachments within the chat window as needed. Agents can attach audio files, images, scribbles, and more.
To add attachments
- Open the Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- Choose the chat you want to reply.
- Tap the Plus icon (
) in the bottom-left corner.
- Select the type of attachment you want to send, such as images, audio, scribble, or files.
- Provide any necessary access permissions.
- Choose the file.
- Tap arrow (
) to send.
To provide access to your gallery or microphone, navigate to device Settings > Privacy > Photos/Microphone > Zoho Desk.
- Agents can also perform other actions within the chat window, such as:
- Clicking on Info to see details such as channel name, integration type, session ID, session creation time, and last seen time of the customer.
- Tapping the Block option to prevent the customer from sending messages in the future. A confirmation dialogue box will appear; select Block to confirm.
- Discontinue the chat by clicking the End Chat button. The chat window will be closed and can be reopened by clicking Reopen.
To end chat, block contact, and more
- Open the Zoho Desk app
- Tap the More icon (
).
- Select IM
- Select chat.
- Click the More icon (
) in the top-right corner of the chat.
- Access options like Info, Block, and End Chat.
Filter chats by status
Filtering chats by status in the allows users to quickly sort and prioritize conversations based on their current status. This feature helps in focusing on unresolved chats or those requiring immediate attention, helping in efficient communication management.
To filter chats by status
- Open the Zoho Desk app.
- Tap the More icon (
).
- Select IM.
- Tap the filter icon (
) in the top-right corner.
- Choose from the filter options such as: All, Yet to Respond and, Responded.
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. 
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