ZIA-Powered Composer in Inbox
The ZIA-Powered composer in IM Inbox leverages advanced AI capabilities to transform customer engagement by automating responses, optimizing tone and length, and providing intelligent message suggestions. This feature helps agents manage conversations efficiently across WhatsApp, Telegram, Line, WeChat, Facebook Messenger, Instagram, and Business Messaging.
With AI assistance, agents can:
Adjust Tone:
Select from a range of tones (Formal, Informal, Diplomatic, Assertive, Humorous).
Modify Length:
Choose between Short or Long responses based on the complexity of the customer query.
Why use Zia AI-Powered composer in IM Inbox?
- AI-generated replies allow agents to respond instantly.
- AI minimizes manual typing by providing ready-made responses.
- AI maintains a uniform brand voice across customer interactions.
- AI adapts tone and response structure based on sentiment.
How to use Zia AI-Powered composer in IM Inbox
Invoking AI for full message selection
- Open a customer conversation in the IM inbox.
- Type or select a pre-written response (such as Canned Messages).
- Click Writing Assistance.
- Choose a Tone (Formal, Informal, Diplomatic, Assertive, Humorous).
- Select the Length (Short or Long).
- AI will modify the entire response based on your selection. Review and send the message.
Invoking AI for partial message selection
- Highlight the specific text that needs adjustment.
- Click Writing Assistance.
- Choose a Tone and Length.
- AI will only rewrite the selected portion while maintaining sentence structure. Review and send the message.
Tone adjustment for personalized communication
Tone
Tone
Formal: Appropriate for professional or serious conversations.
Example: "We sincerely apologize for any inconvenience caused. Your issue is being addressed."
Informal: Best suited for casual interactions.
Example: "Hey! Sorry about that. Let me fix it for you right away!"
Diplomatic: Useful when diffusing tension or handling sensitive matters.
Example: "We appreciate your patience. Our team is actively working on your request."
Assertive: Ideal for providing clear and direct information.
Example: "Your request has been processed. You will receive an update within 24 hours."
Humorous: Adds a light-hearted touch to the conversation when appropriate.
Example: "Looks like your order went on a little adventure! No worries, we’re tracking it down."
Message Length Optimization
Short Response: Useful for straightforward questions.
Example: "Your order is confirmed."
Long Response: Suitable when additional details may help the customer.
Example: "Your order has been confirmed and is being processed. You will receive a tracking link once it ships."
Troubleshooting Guide
AI suggestion doesn’t match the intended tone.
Solution: Manually select a different tone or edit the response before sending.
Message is too long or too short.
Solution: Adjust the length settings before finalizing the response.
AI-generated response sounds robotic.
Solution: Personalize the message by adding agent-specific details.
Partial selection alters sentence meaning.
Solution: Manually adjust or select a larger portion of text.
AI is not responding to a selected message.
Solution: Refresh the inbox or check if AI assistance is enabled.
Frequently Asked Questions (FAQ)
Can I apply different tones to different parts of a message?
Yes, with Partial Message Selection, you can apply different tones to different sections.
Can AI rewrite an entire message in a different tone?
Yes, using Full Message Selection, AI will modify the whole message while keeping its meaning intact.
Will AI change order details or names?
No, AI preserves important details while adjusting tone and structure.
Can I undo an AI-modified message?
No, you can not revert to the original text.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
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.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
IM Inbox Message Composer to Manage Customer Conversations
When you handle customer chats, your goal is to respond quickly, clearly, and consistently. The Message Composer in Zoho Desk’s Inbox is designed to help you do just that. This guide will show you how to use the composer effectively, from writing ...Introduction to Instant Messaging
Instant messaging (IM) enables you to connect with your customers on the messaging apps they use, such as WhatsApp, Telegram, Facebook Messenger, and more. This feature consolidates customer conversations from various platforms into one unified ...Business Messaging in Zoho Desk vs. Live Chat in Zoho SalesIQ: A Comprehensive Business Decision Guide
Introduction As businesses strive to deliver exceptional customer experiences, real-time communication has become a necessity. However, not all customer interactions require the same approach. Some interactions require structured workflows and ...Enhancing Communication with ZIA in your IM Inbox
The right panel in your IM inbox is an essential feature designed to enhance your communication efficiency and provide a better customer experience. By understanding and utilizing the Sentiment Analysis, Tone Detection, Conversation Summary, and ...Getting Started with IM Inbox
Manage all your customer messages from one place. The IM Inbox brings all your customer conversations into one unified space, whether they’re messaging you on WhatsApp, Instagram, Facebook Messenger, or Telegram. With one powerful interface, your ...
New to Zoho LandingPage?
Zoho LandingPage Resources