IM Workflows - Custom Actions Gallery
Zoho Desk offers a set of functionalities to automate and simplify the customer support process. The workflows allow you to create customizable actions and to also write custom functions to automate any of your repetitive support workflows, reducing the manual data process.
The custom actions gallery lets you add workflow actions in addition to alerts, tasks, field updates, skills, and custom functions that are available by default. All you need to do is select or specify the required actions and their values to add the action to your workflow rule.
The two custom actions that can be associated with workflow rules are:
- Notify via the Instant Messaging module — Send a message (notification) to the customer through the configured IM channels. This rule will only notify the customer, and the message will not be appended to the conversation sub-tab in the ticket module.
- Reply via the Instant Messaging module — Send a message (reply) to customers through the configured IM channels. This message will also be appended to the conversation sub-tab in the ticket module.
Notify via the IM channels
Automatic notifications can be sent to the customers via the IM channels. These notifications will not be associated with any tickets; however, the notifications can only be viewed within the respective IM account.
Example notifications: For booking confirmations, reminders on subscription plan renewal, or any due for periodic payments, these can be sent to the customers via the IM channels.
Steps to send notifications via Instant Messaging
Reply via Instant Messaging
Agents can now send automatic responses to tickets through configured IM channels such as WeChat, LINE, WhatsApp, and Telegram. The selected reply will be automatically associated with the ticket, enabling the agents to follow up in future conversation threads, as well as to establish a connection with their customers.
Example responses: When a customer inquires about their shipment, an auto-response can be sent with the product code, delivery date, status, and tracking details.
Note
Responses from the Telegram, LINE, and WeChat channels can only be sent as a response to an existing customer's ticket.
Responses from the WhatsApp channel can be sent as a response to an existing customer's ticket as well as a reply message to the associated WhatsApp number mapped to the customer's contact details.
Steps to send replies via Instant Messaging
Managing your rules
Once you associate the Reply and Notify via Instant Messaging custom actions into your workflow rules, all the associated rules will be listed under the Active section. If you hover on the active rule, you can see three options:
- Delete the rule
- Edit the rule
- Deactivate the rule
Choose the option that you wish to perform and confirm once the required modification is done.
Read a feature story: Make it easy with workflows ↗
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:
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
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?
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
Working With Custom Actions Gallery
Zoho Desk offers numerous functionalities to automate, customize, and simplify your customer support process. It allows you to create webhooks and write custom functions to automate your repetitive support workflows, reduce the manual ...FAQs: Workflow Automation with Zia Actions
1. What are Zia Actions in workflows? Zia Actions are AI-powered automation steps that can be embedded within Zoho Desk workflow rules to perform intelligent operations on tickets — such as extracting data from email content, predicting field values, ...Working with Gallery functions
Gallery functions are pre-built custom functions available in Zoho Desk. These standard functions are ready to use and can be configured with minimal effort, without requiring advanced Deluge scripting. Also Read Deluge Script - Reference Guide ...FAQs: Custom Actions Gallery
What is the Custom Actions Gallery? The Custom Actions Gallery is a collection of pre-built workflow actions that extend what you can automate beyond the standard alerts, tasks, field updates, and skills available by default in Zoho Desk. It exists ...FAQs: Workflow Notification for Zoho Cliq, Slack, MS Teams, and Google Chat
1. What are workflow notifications for chat platforms? Workflow notifications for chat platforms allow Zoho Desk to push real-time alerts — such as ticket creation, status changes, or assignment updates — directly into team collaboration tools like ...
New to Zoho LandingPage?
Zoho LandingPage Resources