Adding a Business Messaging widget to your website
Agents can exchange various media files while conversing with customers via WhatsApp in Zoho Desk. The following file formats are supported:
.pdf, .mp4, .mp3, .ogg, .amr, .mpeg, .3gpp, .jpg, .jpeg, .png
Business Messaging Widget
Place the Business Messaging chat bubble in the available location on your page. This will attract your customers' attention and allow them to access customer support immediately. You can choose a button style from the designs that IM provides.
The Installation process
1. Log in to your Zoho Desk account with administrator privileges.
2. Click the Setup icon ( 
) in the top bar.
3. Under Channels, click Instant Messaging.
4. Click Configure corresponding to Business Messaging on the Instant Messaging page.
5. Click Create Channel on the Business Messaging integration page.
The number of channels you create cannot exceed the number of active departments in your account (org).
6. On the Add Channel page, follow the below steps:
a. Upload an icon for the channel.
The icon size cannot exceed 1 MB and should be in the .jpg, .png, or .jpeg format.
b. Enter a name for the channel.
c. Select the department in which you want to receive messages.
d. Click Save.
After successfully adding the Business Messaging channel, you will be led to this alert: You have successfully linked your Zoho Desk account with a Business Messaging chat widget. You can now customize your widget!
At any time, you can update your preferences for each Business Messaging messaging channel created in your help desk. The preferences allow you to assign different agents for each channel.
7. Associate agents to the created BM channel.
Once the preferred agents are associated with the channel, you can view the agents as shown below.
8. To set up the embeddable message bubble, you will need the details of the linked Business Messaging widget. The details will generate a unique code snippet for the associated BM account.
There are three platforms on which you can enable your customers to contact you via the Business Messaging chat bubble: by setting it up as a chat option on your website.
- Web
- iOS
- Android
9. On the embed page, scroll down to the Pre-filled message, enter your custom text in the content, and click Update.
Customizing the Business Messaging Chat Window Appearance
You can apply the following customizations to your chat window:
- Choose the Appearance of the chat window according to your website needs.
- Choose a color for the chat window that suits your website.
- Display your company logo in the chat window.
- Show the operator's profile picture while connecting with the visitor on chat.
Steps to customize your chat widget
Navigate to Setup -> Channels -> Instant Messaging -> Business Messaging -> Configure -> Channel -> Customize your Business Messaging's Appearance.
To change the mode of the chat widget
Scroll to choose the mode in which you want it to be viewed on your website from the available options:
• Dark mode
• Light mode
• Auto
Scroll to choose the mode in which you want it to be viewed on your website from the available options:
• Dark mode
• Light mode
• Auto
To change the color of the chat widget
• Scroll down to theme color / action color and choose a color from the list, or use the color picker to select your desired color.
• You can either give the color code or pick a color from the color palette in the color picker.
• You can have an instant chat window preview on the right. The colors you choose will reflect on the window.
• Scroll down to theme color / action color and choose a color from the list, or use the color picker to select your desired color.
• You can either give the color code or pick a color from the color palette in the color picker.
• You can have an instant chat window preview on the right. The colors you choose will reflect on the window.
To change the wallpaper of the chat widget
The wallpaper comes with five predefined designs. You can choose the wallpaper of the chat widget to match your brand.
To resize the chat widget
Scroll down to choose a size for your chat window. You can choose your chat window size between Small & Large according to your website needs.
Scroll down to choose a size for your chat window. You can choose your chat window size between Small & Large according to your website needs.
Navigate to Setup -> Channels -> Instant Messaging -> Business Messaging -> Configure -> Channel -> Customize your Business Messaging Launcher's Appearance.
To select the launcher icon.
The launcher icon comes with six predefined icon styles. You can choose the icon style of the chat widget to match your brand.
The launcher icon comes with six predefined icon styles. You can choose the icon style of the chat widget to match your brand.
A dynamic preview of how the launcher icon peeks is available.
To select the launcher icon's shape.
The launcher icon's shape comes with four predefined shapes. You can choose the icon's shape of the chat widget.
The launcher icon's shape comes with four predefined shapes. You can choose the icon's shape of the chat widget.
A dynamic preview of how the launcher icon peeks is available.
To change the launcher position.
• Position your chat widget's launcher on the bottom-right-or-left corner, according to your preference or website design. By default, the launcher is positioned in the bottom-right corner, but if your website has essential content in the right corner, you can place it on the left side.
• You can also choose the launcher's side spacing from a range of 5px to 100px.
• You can also choose the launcher's bottom spacing from a range of 5px to 100px.
A dynamic preview of how the launcher icon peeks is available.
To enable the Zoho Desk Tag.
1. You can choose to display the phrase Powered by Zoho Desk at the bottom of the Business Messaging by switching on the toggle.
2. Click Apply.
2. Click Apply.
To delete a channel
1. Click the Setup icon ( 
) in the top bar.
2. Under Channels, click Instant Messaging.
3. Click Business Messaging on the Instant Messaging page. The channels created in your account will be displayed.
4. Click on the horizontal ellipsis at the top-right corner of your channel, followed by Delete Channel.
2. Under Channels, click Instant Messaging.
3. Click Business Messaging on the Instant Messaging page. The channels created in your account will be displayed.
4. Click on the horizontal ellipsis at the top-right corner of your channel, followed by Delete Channel.
5. Click Yes, Delete in the confirmation dialog box.
The channel will be deleted.
The channel will be deleted.
Once the channel is deleted, you will not be able to send or receive messages.
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