Message Suggestions in Zoho Desk IM – Reply Smarter and Faster with Zia

Message Suggestions in IM

Speed up replies with AI-generated suggestions tailored to each conversation.

Need a faster way to reply to customer messages without sacrificing accuracy or tone? Message Suggestion in Zoho Desk IM helps you do just that. Powered by Zia, our AI assistant, this feature understands message context and offers quick, relevant replies you can use as-is or tweak to match your style.

How Message Suggestion works   

Viewing suggestions  

  1. Each customer message displays a Message Suggestion icon when an agent hovers over it.
  2. Clicking this icon will reveal AI-generated reply suggestions tailored to the message context.

Previewing and adding suggestions  

Suggestions come with two key options:
  1. Preview: Clicking the preview icon loads the suggested text in a preview mode for review.
    1. Add to Composer: From preview mode, agents can insert the suggestion into the reply composer.
  2. Alternatively, agents can directly click the suggested text from the Message Suggestion popup to add it immediately to the composer.
 

Editing suggestions  

  1. Agents can edit the suggested reply only after it has been added to the composer. This allows personalization and ensures the response fits the specific customer context.
 
 If Zia (the AI assistant) is disabled in Zoho Desk, the Message Suggestion feature will no longer be available. 

Benefits of Message Suggestion   

  1. Speeds up response times by providing instant, context-aware reply options
  2. Maintains consistency in tone and messaging aligned with company standards
  3. Reduces agent workload by automating replies for common or repetitive queries
  4. Improves customer experience through timely and relevant answers
  5. Empowers agents with control to modify or discard suggestions as needed
 

Best practices for agents   

  1. Always review suggestions before sending to ensure appropriateness
  2. Personalize replies by editing the suggested text to add specific details
  3. Stay aware of the conversation context
  4. Use suggestions as a starting point, not a final answer
 
Troubleshooting & Fallbacks
Troubleshooting & Fallbacks
Issue
What to Do
No suggestions appear
AI may be offline or uncertain; type reply manually.
Irrelevant suggestions
Edit or discard; provide feedback to improve future results.
Error messages (offline)
Retry later or switch to manual replies; escalate if frequent.


FAQs

Can I disable Message Suggestion?
No, Message Suggestion cannot be disabled independently. However, if Zia (the AI assistant) is disabled in Zoho Desk, the Message Suggestion feature will no longer be available. This means that turning off Zia effectively disables Message Suggestion.
Are my conversations secure?
Yes, the feature complies with privacy standards and does not store cookies.
What if the AI suggests an incorrect reply?
You can edit or discard the suggestion.
Is Message Suggestion available in all Zoho Desk editions?
It is supported in Enterprise edition only.
  
Agent workflow with Message Suggestion
Agent workflow with Message Suggestion
Step
Description
Message Arrives
AI analyzes the message and its context.
Suggestions Displayed
Single relevant reply appears.
Agent Selects Reply
Click to insert a suggestion into composer; edit as needed.
Send or Discard
Agent sends the reply or types their own message.
Real-Time Updates
Suggestions refresh as the conversation evolves.
Error Handling
If AI fails, the agent continues manually; issues can be escalated.

Where it helps most   

Here’s how teams across industries use Message Suggestion:
  1. Customer Support: Password resets, order updates
  2. IT Helpdesk: Access requests, troubleshooting steps
  3. Healthcare: Appointment reminders
  4. Finance: Account verification
  5. Logistics: Delivery tracking
  6. Education: Enrolment and exam alerts