Manage Customer Conversations with the Center Panel Chat Window in IM

Center Panel Chat Window to Manage Customer Conversations

When you're supporting customers across multiple messaging platforms, you need a single, clear workspace to follow conversations in real time. The Center Panel Chat Window in Zoho Desk’s Instant Messaging Inbox is designed to be that workspace. It shows every message, file, and system event in a conversation, helping you respond quickly and keep track of the full customer journey.

What you will achieve using the chat window   

  1. View the complete conversation history in real time across all supported channels
  2. Resolve issues faster with message status indicators and delivery confirmations
  3. Seamlessly take over from bots when automated help ends, without losing context
  4. Keep audit-ready records of every message, event, and status change for quality and accountability
  5. Work with multiple messaging platforms in one unified interface

Supported messaging channels
Supported messaging channels
The Chat Window supports live messaging on:
  1. WhatsApp
  2. Instagram
  3. Facebook Messenger
  4. Telegram
  5. LINE
  6. WeChat
  7. Business Messaging (Live Chat on your website or mobile apps)

What you’ll see in the chat window   

  1. Customer messages appear on the left side and include text, images, voice notes, and media files. Rich replies like buttons or quick responses appear depending on the channel.
  2. Your replies appear on the right side, showing your avatar or bot name, and the platform used (e.g., “Sent via Automation”).
  3. Bot messages are clearly marked and often include structured formats such as multiple-choice buttons or suggested answers.
  4. System messages like “Conversation assigned to John” or “Converted to Ticket #123456” are muted in tone and cannot be edited or removed.
  5. Each message shows a timestamp, sender details, and a channel indicator so you always know the origin of the message. 

Message status indicators
Message status indicators
Indicator
Symbol
Meaning
Sent
✓
Your message has been sent to the platform.
Delivered
✓✓
The message has been delivered to the customer’s device.
Read/Seen
✓✓ (blue)
The customer has read the message (availability depends on platform and user settings).
Failed
¡
The message failed to send due to issues like session timeout or invalid media.


Notes by channel: 

  1. WhatsApp supports all tick indicators.
  2. Messenger supports Delivered and Read, subject to privacy settings.
  3. Instagram supports Read indicators, but can be affected by user settings.
  4. Telegram and WeChat do not show read status to agents.
  5. Business Messaging shows real-time delivery and seen indicators.

Actions you can take in the chat window   

Top-right menu actions
Bottom-right action bar
Top-right menu actions
Assign / Reassign: Take ownership of a conversation or assign it to another agent for workload balance or handoff.
Block User: Prevent a customer from sending further messages in that thread (used for spam or abuse).
Bottom-right action bar
Send & Close: Send your final message and close the conversation.
Send: Send a message and keep the conversation open for ongoing communication.
End: Close the conversation without sending a final message, useful in silent or automated flows.
Reopen: Reactivate a closed conversation if the customer follows up.

How messages are structured   

Structured messages include interactive elements like buttons, carousels, lists, and quick replies that guide customers through automated flows. These vary by channel, but are fully visible in the Chat Window:
  1. WhatsApp supports text, images, documents, templates, and quick reply buttons.
  2. Instagram and Messenger allow rich UI elements like carousels and quick replies.
  3. Telegram supports inline buttons if configured.
  4. LINE and WeChat support basic structured formats but with limited advanced UI.
  5. Business Messaging offers the richest real-time experience with typing indicators and direct file previews.
Structured messages help you understand how customers navigate before escalation or handover, adding valuable context without needing action.

  1. When viewing the latest messages, new incoming messages auto-scroll into view.
  2. If you scroll up, a floating unread message badge shows how many new messages arrived. Clicking it jumps to the latest message.
  3. If messages are missing between your view and the latest, a “load in-between messages” prompt appears to fetch those messages.
This ensures you never miss important updates while reviewing conversation history.

File and attachment handling   

  1. Images and videos show as thumbnails; documents and PDFs as clickable links; voice notes as inline audio players.
  2. You can preview or download files without leaving the chat.
  3. Unsupported or large files show a note like “Preview not available” or “File type unsupported.”
  4. WeChat and LINE may limit file preview depending on integration.

System messages tracking conversation progress   

System Messages
System Messages
They appear in muted grey text and record key events automatically:

Event Type
System Message Example
When It Occurs
Assignment
Assigned to Agent John Smith
When assigned manually or via routing rules
Accepted
Conversation accepted by Agent John Smith
When an agent accepts a conversation
Reopen
Conversation reopened by Agent John Smith
When a closed chat is reopened
End
Chat has been ended # Date & Time
When the agent or bot ends the conversation
Ticket Created
Ticket Id #6165 created from chat
When chat is converted to a support ticket
Auto-Close
Conversation is automatically closed
Due to inactivity after timeout
Blocking
User blocked by Agent John Smith
When the agent blocks a user
Unblock
User unblocked by Agent John Smith
When the blocked user is restored
Bot Handover
Bot transferred the conversation to agent
When the bot escalates to human agent


Message-Level actions   

Actions
Actions
Action
Description
Reply to Message
Reply directly to a specific customer message to maintain clarity in multi-topic conversations. Supported on WhatsApp and Messenger.
Copy Message
Copy any message (text, links, emojis) for note-taking, documentation, or ticket creation.
Create Ticket from Message
Convert a specific message bubble into a new support ticket for focused follow-up.
Ticket ID Navigation
Click on linked ticket IDs to view the ticket or jump to the original message context within the chat.
Use Writing Assistance (Zia Composer)
Use AI to rewrite full or partial messages with selectable tones (Formal, Informal, Diplomatic, Assertive, Humorous) and lengths (Short, Long). Helpful for improving tone, clarity, and response time.
AI Rewrite – Full Message
Type or select a full response, then click Writing Assistance. Choose tone and length, and Zia will transform the message accordingly. Review before sending.
AI Rewrite – Partial Selection
Highlight part of a response and invoke Writing Assistance. Zia will rephrase just the selected portion to match your chosen tone and length.
Tone Customization
Ensure consistent brand voice and adapt to customer sentiment with tone settings. Ideal for balancing professionalism and empathy.
Optimize Length
Use AI to make responses more concise or detailed based on the complexity of the query. Useful when addressing both quick questions and layered concerns.

Handling multi-part and special messages   

  1. Long messages may be split into parts with a “Read more” option. Review all parts before replying.
  2. Emoji, sticker, or GIF-only messages may display differently across channels. Confirm with customers if unclear.
 

Common troubleshooting scenarios   

Message didn't send
Usually due to session expiry or unsupported format. Use approved templates or resend.
File won't preview
Ask the customer to resend in a supported format, such as PDF, JPG, or MP4.
Buttons are not clickable
Bot buttons are display-only for agents; no action needed.
Can’t close chat
Only assigned agents can close. Assign the chat to yourself first.
Typing indicator missing
Some platforms don’t support it (e.g., Telegram, Instagram). Normal behavior.
Agent messages are not visible
Check your team or inbox permissions.

Frequently asked questions   

Can I see bot messages before I join?
Yes, the full bot transcript, including structured messages, is visible.
Can I reopen a closed conversation?
Yes, manually click Reopen or reply to reactivate. Some platforms require templates.
Can I retry a failed message?
Yes, the system offers retry options or prompts to use templates.
Are all conversations recorded?
Yes, all messages, actions, and system events are permanently stored and uneditable.
Can I edit or delete sent messages?
No, messages become permanent once sent.
Will customers see when I’m typing?
No, real-time typing indicators are not supported.
What if I send the wrong file?
You’ll get an error or preview failure before sending. You can request a resend in the correct format.
Do all platforms support rich messages?
No, WhatsApp, Facebook Messenger, and Business Messaging support the most features. WeChat and LINE have limited options.
Why can’t agents pick conversations created from reactions?

Conversations created only from end-user reactions (emoji reactions) do not contain any valid incoming message. Since reactions are not treated as incoming messages, agents cannot pick or reply to these conversations.