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Configure Welcome Messages in Instant Messaging Inbox
Welcome messages are your first opportunity to create a positive and professional impression when customers start a chat. This guide will help you set up and manage welcome messages in your Instant Messaging (IM) channels. What you will achieve with ...
Set Up Business Hours for Instant Messaging in Zoho Desk
Overview Overview Business Hours in Instant Messaging (IM) let your team focus on conversations during your actual working hours. This helps set clear expectations for customers, prevents agent burnout, and ensures bots respond at the right time. ...
Configure Offline Messages in Instant Messaging Channels
When a customer reaches out for help and no one’s there to respond, this can lead to feelings of frustration. That’s why Offline Messages exist, to let your customers know you’ve received their message and will get back to them soon. This article ...
Auto-Close Conversations (Bot & Agent)
The Auto-Close Conversations feature helps businesses efficiently manage inactive chats across multiple channels, including WhatsApp, Telegram, Business Messenger, LINE, WeChat, Facebook Messenger, and Instagram. Why Auto-Close Conversations? ...
Configuring the Timer for Chat-to-Ticket Conversion
Overview The Timer for Converting Chats into New Tickets feature automates ticket creation when a customer responds to a closed conversation after a specified duration. It helps businesses manage customer interactions efficiently by deciding whether ...
Round Robin Chat Routing in IM
What is Plain Chat Routing (Sequential Assignment) Plain chat routing is the simplest method of assigning incoming chats in IM. Unlike advanced routing methods such as workload-based or skill-based distribution, plain chat routing follows a ...
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 ...
How to enable Auto-Response messages for your business?
In this article, we will cover the two automatic replies that can be sent to end users—the welcome and offline messages. Automatic response messages help give customers the right information at the right time to show that you are there for them ...

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