Using IM Variables in Guided Conversations
Overview
Guided Conversations (GC) integrate with popular instant messaging (IM) channels, enabling businesses to communicate with customers seamlessly. The IM module ensures that conversation flows can operate across messaging platforms.
To enhance these interactions, IM variables have been introduced in GC. These variables allow for session-specific actions, helping businesses to:
- Identify users dynamically by name and unique identifiers
- Automatically update contact details without requiring user input
- Customize user experiences based on the messaging channel
- Perform automated actions, such as creating and updating tickets
- Improve workflow automation for customer support teams
Supported Messaging Channels
GC supports the following IM channels:
- WhatsApp
- WeChat
- LINE
- Telegram
- FB Messenger
- Instagram
Each of these channels has unique user identification methods, which are seamlessly handled by IM variables.
IM Variables in Guided Conversation
IM variables enable dynamic, session-specific actions by capturing real-time user information during a conversation.
Creating IM Variables
IM variables can be created as local variables within the GC builder. To do this:
- Open the GC builder.
- Navigate to the local variable section.
- Select the variables menu.
- Choose the required IM variable key from the list.
Available IM Variables
String Type Variables
These variables store text-based information:
IM Variable | Description |
@{zoho.im.ticket.number} | The ticket number assigned to a ticket created via an IM channel. |
@{zoho.im.user.id} | A unique identifier associated with the user in the IM channel. |
@{zoho.im.user.name} | The user's name as set in the IM channel profile. |
@{zoho.im.user.channel} | The messaging channel where the session is active (e.g., WhatsApp, Facebook Messenger). |
@{zoho.im.user.first.message} | Captures the very first message sent by the user when the IM session begins. This is useful for understanding user intent and routing conversations effectively. |
Number Type Variables
These variables store numerical values:
IM Variable | Description |
@{zoho.im.ticket.id} | The system-generated ticket ID (useful for numerical operations). |
Channel-Specific Identifiers
Each IM platform assigns a unique identifier to users.
- WhatsApp – Mobile number
- Facebook Messenger – System-generated unique ID
- Other IM Channels - System-generated unique IDs can be used
These identifiers help automatically associate users with their support tickets and interactions.
Benefits of Using IM Variables
1. Identifying Users and Personalizing Responses
Using @{zoho.im.user.name}, you can dynamically address users in conversations:
- This enhances engagement and creates a more personalized experience.
- Example: "Hello, @{zoho.im.user.name}! How can I assist you today?"
2. Auto-Updating Contacts Without User Input
- IM channels provide unique user identifiers (@{zoho.im.user.id}), enabling automatic contact association without requiring users to manually enter their details.
3. Channel-Specific User Journey
By using @{zoho.im.user.channel}, you can customize interactions for different platforms:
- WhatsApp users receive quick menu-based responses.
- Facebook Messenger users get interactive button options.
- Telegram users interact with structured list-based inputs.
4. Performing Ticket Actions from IM
IM variables allow users to perform ticket-related actions directly from IM conversations.
Use @{zoho.im.ticket.id} to:
- Fetch ticket details within an IM session.
- Update ticket status without navigating to the Zoho Desk interface.
- Example: "Your ticket @{zoho.im.ticket.number} is currently in Progress. Our team will update you soon."
5. Assigning Users Based on IM Channel s
Businesses can use @{zoho.im.user.channel} to assign tickets to relevant teams based on the source:
- WhatsApp queries → Sales team
- Facebook Messenger queries → Support team
This ensures faster response times and directs queries to the most appropriate agents.
6. Ticket Status
- Example: "Your ticket @{zoho.im.ticket.number} is currently In Progress. Our team will update you soon."
7. Capturing the User’s First Intent Automatically
Using @{zoho.im.user.first.message}, you can capture the exact message the user sends at the start of the conversation.
This helps to:
- Understand the user’s primary concern immediately
- Avoid asking repetitive clarification questions
- Create context-aware ticket descriptions
Example: “You mentioned: ‘@{zoho.im.user.first.message}’. Let me help you with that right away.”
Conclusion
With IM variables, Guided Conversations become more dynamic, eliminating the need for manual data entry and enhancing user interactions.
By leveraging these IM variables, you can enhance user engagement, streamline workflows, and improve overall customer support efficiency in Zoho Desk's Guided Conversations.
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