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.
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 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?
Zoho DataPrep Resources
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
Measuring Customer Happiness with Instant Messaging
Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...WhatsApp Multi-WABA support by Instant Messaging
If you've been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that IM channel for the current WhatsApp Business ...FAQs: Instant Messaging
Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...Setting your Instant Messaging Preferences
At any time, you can update your preferences for each of the instant messaging channels created in your help desk. The preferences allow you to assign a different set of agents for each channel. Additionally, you can specify after how long a new ...A Guide to Instant Messaging
An Overview Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to ...
New to Zoho LandingPage?
Zoho LandingPage Resources