Managing Payments for IM through Zoho Desk

Managing Payments for IM through Zoho Desk

Managing IM Credits

    •    Among the most widely used messaging channels, only WhatsApp charges its user for sending messages. Soon, other platforms might follow suit and charge their users for sending messages to customers.
Note: WhatsApp charges it's user only for each conversation and not a single message. Refer here for details.

    •    To address such scenarios, ZohoIM features a "IM Credits" (wallet) option where customers can check their available balance and buy credits.

    •    The wallet should have a positive balance, and for each outgoing message, a certain amount will be deducted from your available credits. We will prompt the customers to purchase IM credits when their balance needs to be replenished. Click here to learn more about the WhatsApp conversation-based pricing.
Note: In case of WhatsApp Direct Messaging, the credits will be charged for an entire conversation and not a single outgoing message.

    •    Every outgoing message, a WhatsApp conversation results in a total charge of $0.0125, which will be deducted from your available credit balance. For example, if an account has $4 credit balance, the balance after deduction will be $3.9875.

How to purchase credits?

    1. Click the Setup icon ( ) in the top bar.
    2. Under Channels, click Instant Messaging.
    3. On the Instant Messaging page, click Buy Credits.

    4. Specify the number of credits you want to purchase. You will be charged $2 USD per credit, along with a value-added fee of 3% of the cost.

    5. Click Make Payment and make the payment.
Note: Before making a payment, check the calculated total to make sure you are being charged the right amount.

    6. Once purchased, your new credits will be reflected under Available Credits on the top bar, and you can resume sending messages to your customers.

How to purchase IM credits from Zoho Store?

In the above section, we discussed how to purchase IM Credits (a non-recurring add-on) directly from the IM module in the Desk application.
In this section, we will run through the steps of purchasing IM credits offline, so that both our partners' customers and direct customers can obtain credits easily.
Note: Your "Available (IM) Credits" balance will be shown in the Desk application for all users.

    1. Click on the User Profile icon in the top right corner of the Desk application and then click the Subscription button. You will be redirected to the Subscription page.
    2. On the Subscription page, the IM Credits add-on will be listed under Non-Recurring add-ons as shown in the below screenshot.
    3. Click Buy More to proceed.
    4. Once payment is made, your purchase is completed.
Note: Navigate to Settings -> Instant Messaging in Desk to check your available IM credit balance.

How to auto-recharge your credits?

    1. Click the Setup icon ( ) in the top bar.
    2. Under Channels, click Instant Messaging.
    3. From the Integrations page, select WhatsApp.
    4. On the Instant Messaging page, click Auto-Recharge.
    5. Specify the number of credits you wish to add to your balance automatically, just before you drop below the minimum credit balance.
    6. You will receive an "Auto-Recharge Updated Successfully" message upon completing these steps.
Note: You will be charged $2 USD per credit, along with a value-added fee of 3% of the cost.

How to purchase credits for WhatsApp Integration?

    1. Click the Setup icon ( ) in the top bar.
    2. Under Channels, select Instant Messaging.
    3. From the Integrations page, click Configure on the WhatsApp option.
    4. Once you click Integrate, you will be redirected to the "Update your Subscription" message shown in the below screenshot.
    5. Click on Subscribe. You will be redirected to the Subscription page.
Note: WhatsApp charges its users to send messages based on the country their customers reside in. Click here to learn more.

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