Instant Messaging for iOS - Desk | Mobile

Instant Messaging for iOS

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.
Notes
IM channels can be configured only through the web application. Learn more about setting up Instant Messaging.

To access IM

  1. Open the Zoho Desk app.
  2. Tap the More  icon and select IM.

Agent actions in the IM module 

The following are the actions that the agents can perform in the IM module in the mobile application.
  1. View the different IM channels that are configured.
  1. Access conversation views to see My conversations, Unassigned, Blocked, Ended, and All conversations.
Notes
Unlike in other modules, custom views cannot be created within the IM module.
  1. Filter the conversation  to see the chats that are responded to and yet to be responded, helping agents to focus on unresolved chats or those requiring immediate attention, aiding efficient communication management.
  2. Pick a chat from the Unassigned view (the chats that are yet to be answered are listed under the "Unassigned" view).
  1. Answer a chat by either typing or using canned messages by clicking the # icon in the chat bar.
Notes
Canned messages can be created only in the web application. Agents can view and choose the canned messages from the mobile app.
  1. 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.
Notes
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.
  1. 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.
  2. The agents can also, view the customer information, block or unblock and end or open the chat using the More icon.