Setting your Instant Messaging Preferences - Zoho Desk Knowledgebase

Setting your Instant Messaging Preferences



At any time, you can update your preferences for each of the instant messaging channels created in your help desk. The preferences allow you to assign a different set of agents for each channel. Additionally, you can specify after how long a new ticket should be created for responses received on an existing chat. By default, the threading interval is set to 60 minutes. Any replies coming in after 60 minutes will create a new ticket. You can extend this period up to 24 hours under preferences.

To associate agents with channels:

  1. Click the Setup icon (  ) in the top bar.
  2. Click Instant Messaging under the Channels menu.
  3. Click Preferences under the Instant Messaging sub-menu.
  4. Select a department from the top of the page.
  5. Click Associate Channel corresponding to an agent.
  6. Select the instant messaging channels you wish to associate with the agent.
  7. Click Save.
    The agent can view conversations from the chosen channels and reply to customers instantly.

To customize settings for converting chats to tickets:

  1. Click the Setup icon (  ) in the top bar.
  2. Click Instant Messaging under the Channels menu.
  3. Click Preferences under the Instant Messaging sub-menu.
  4. Select a department from the top of the page.
  5. Select the Tickets tab under the Preferences menu.
  6. Select the required channel under the Channels menu.
  7. Select the appropriate time duration under the Timer menu.
    This is the duration of time after which a customer's response in an existing chat will create a new ticket.
    Your settings will be saved instantaneously.
Note: If the timer selection remains 'None' by default, this will stop the conversion of conversations into tickets.




Read a feature story - Chat transfers made simple

    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 CRM Training
        Redefine the way you work
        with Zoho Workplace

          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 CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Offline Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal

                          Form Designer HR

                          Card Forms Food
                          Assign Forms Photography

                          Translate Forms Real Estate
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            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.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • FAQs: Instant Messaging

                                                                                                                Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...
                                                                                                              • WhatsApp Multi-WABA support by Instant Messaging

                                                                                                                If you've been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that IM channel for the current WhatsApp Business ...
                                                                                                              • Measuring Customer Happiness with Instant Messaging

                                                                                                                Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...
                                                                                                              • Integrating WhatsApp with Zoho Desk

                                                                                                                WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...
                                                                                                              • Setting Conversation Rules in Instant Messaging

                                                                                                                In this article, we will cover the two conversation rules—the auto-close timer and the business hours—that can be applied to chats to increase your team's efficiency. Auto-close Conversations Businesses can help agents effectively manage their ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources