Right-Hand Info Panel in Zoho Desk IM Inbox: All Customer Context in One View

Right-Hand Side (RHS) Info Panel in IM Inbox

When you are helping customers through chat, having all the right information at your fingertips makes your job easier and faster. The Right-Hand Side (RHS) info panel in Zoho Desk IM Inbox shows you everything you need about the customer and their past interactions without leaving the chat screen.

Supported channel
Supported channel
The supported instant messaging channels integrated with Zoho Desk's IM Inbox include:
  1. WhatsApp Business
  2. Telegram
  3. LINE
  4. WeChat
  5. Facebook Messenger
  6. Instagram
  7. Business Messaging
 

Components of the Info Panel   

Contact Info

View customer details: 

  1. Customer’s name
  2. Country
  3. Email (if available)
  4. Phone number for quick identification.
  5. Contact Owner
Notes
Contact details shown are channel-specific; not all channels share email/phone. Each channel may share different contact details.



Conversation Details

Check conversation metadata. It displays:

  1. Channel Name
  2. Department
  3. Integrated Channel
  4. Conversation ID: A unique ID for the current chat, useful for tracking or passing through APIs.
  5. Session Created Date and Time
  6. Last Seen Date Time


Notes
Chat start time and messaging platform to help understand the context and troubleshoot if needed.

Tickets

Understand the customer’s history and view the ticket and the assigned agent.  A list of all auto-created tickets linked to the customer, including:

  1. Subject
  2. Ticket ID
  3. Date
  4. Assigned Agent
Notes
Only auto-created tickets will be visible here. Manually created tickets will not appear in the RHS Info Panel


Attachments
Grouped files exchanged in this and related chats, available for preview or download: 

  • Images
  • Documents
  • Voice clips




Zia Insights
This section displays AI-powered suggestions to help you understand the customer better and respond efficiently. It includes:

Chat Summary

Sentiment
  1. Analyzes the tone of the customer’s messages in real time
  2. Identifies the user’s intent
Conversation Summary 
  1. Gives an overview of the ongoing chat
  2. Detects the user’s intent
Suggested Reply
  1. Prepares a context-aware reply based on the conversation
  2. You can review and add it directly to the reply composer


Reply Assistance

  1. You can ask Zia follow-up questions
  2. Zia responds with relevant suggestions, which you can also insert into the composer





How to use and customize the Info Panel   

Opening the Info Panel
Reordering panels
Opening the Info Panel
When you open any conversation in the IM Inbox, the RHS Info Panel loads automatically with all available information for that customer and chat.
 
Notes
Remember, you must keep at least one panel visible at all times.
Reordering panels
  1. Open any conversation in the IM Inbox.
  2. Click the Settings icon (⚙) at the bottom-right of the RHS panel.
  3. Hover over a panel name until the drag handle appears.
  4. Drag the panel to the position you prefer.
  5. Release to drop it in place. Your layout saves automatically. 
Notes
Remember, you must keep at least one panel visible at all times.
 

Collapsing and expanding the panel   

  1. To hide the RHS panel and get more space for the chat, click the collapse icon (usually a double arrow) at the bottom-right.
  2. To show it again, click the same icon.
This is helpful when you want to focus on long or busy conversations.
 

Business benefits  

  1. Quick Access: View customer-specific information instantly without switching tabs
  2. Faster Resolution: Reduce resolution time and improve first-contact resolution rates
  3. Context Awareness: Reference past issues, tickets, and attachments to avoid repeated queries
  4. AI Assistance: Leverage Zia’s real-time insights for prioritization and response strategy
  5. Streamlined Workflow: Minimize switching between modules, enhancing agent productivity
 

Frequently asked questions   

Can I hide the RHS panel completely?
Yes, just click the collapse icon at the bottom-right corner.
Will my panel layout changes affect other agents?
No, your customizations are private and only affect your view.

Why don’t I see Zia Insights?
Zia is available in the Enterprise edition. Ensure it is enabled by your admin under Admin > Zia > Permissions, and that your profile has access.
Can I reset the panel order to default?
There is no automatic reset, but you can manually drag panels to restore the original layout.

Tips for getting the most from the Info Panel   

  1. Keep Contact Info and Zia Insights at the top, so you see key customer details and AI suggestions right away.
  2. Place Tickets and Attachments below for easy access to past issues and shared files.
  3. Reorder panels based on how often you use them to reduce clicks and save time.
  4. Hide panels you rarely use to keep your workspace clean and focused.

Troubleshooting common issues   

Troubleshooting
Troubleshooting
Problem
What to Do
Zia Insights missing
Ask your admin to enable Zia and grant access under Admin > Zia > Permissions
Contact Info panel is empty
Manual contact mapping or identity confirmation may be needed
No tickets showing
Check if the contact is linked to tickets and verify your access to the Tickets module
Attachments missing
Request the customer to resend files; check if file size or type is supported
Device data is incorrect or blank
Refresh the panel or confirm details with the customer
Panel reordering is not saving
Clear your browser cache or try a different browser
Zia suggestions seem wrong
Continue chatting to refresh context or manually open similar tickets for reference
 
Learn more about Left-Hand Side (LHS) Panel in IM Inbox