1. Assign To: When a customer initiates a conversation, it is necessary to assign a Zoho FSM user who will handle the conversation with the customer. After a conversation has been assigned to a Zoho FSM user, it can be reassigned to other users. The user who has been assigned the conversation can transfer (switch) it to another Zoho FSM user.
2. Pick Up: Upon receiving a new conversation from a customer, a user can pick up the message and assign it to themselves so that they can handle the conversation with the customer.
   
3. Switch To: A Zoho FSM user themselves can also reassign a conversation they are handling to some other Zoho FSM user.
4. End/Reopen Chat: When you want to conclude a conversation, you can end the conversation. You can reopen the conversation, if need be. After you end a chat, any new message received from the customer will be considered as a new conversation.

Assign To 

1. Click Assign agent present at the top of the chat window.
   
2. Click Assign for the user you want to assign the conversation to. Click Assign me if you want to assign the conversation to yourself.
   The list of all active users will be displayed. This list will be displayed only if the logged in user has the User Management permission.
   
   
   
   You will also find these assign options by hovering over the Assign agent [ ] icon against the names in the left pane.
   
   
   

Switch To 

1. Click on the assigned user's name at the top of the chat window.
   
2. Click Assign for the user you want to assign the conversation to.
   The list of all active users will be displayed. This list will be displayed only if the logged in user has the User Management permission.
   
   
   
   
3. Click Ok in the confirmation message.
   
   
   

Pick Up 

1. Click Pick Up in the message input field.
   
   
   

End/Reopen Chat 

Block

Send Message Via Template 

1. Click Choose Template []. Choose the module whose WhatsApp template you want to use. Select a the template you want to use.
   
   
   
   
2. Select the record whose values you want to populate the template with.
   
   
   
   
3. Click Send.

Message Session Expiry

After the 24-hour cycle, you will not be able to continue with the conversation.

 

Filter your WhatsApp Conversations

Select a Channel

Start by choosing whether you want to view conversations from Channels or the Sandbox. If you select Channels, you can pick the specific channel whose conversations you’d like to view. This filter is available at the top-left corner of your WhatsApp window.

Conversation Types

1. All Conversations – Displays all conversations.
   
2. My Conversations – Shows only conversations assigned to you.
   
3. Unassigned – Lists conversations that haven't been picked up or assigned.
   
4. Other Users – Conversations assigned to other users.
   
5. Blocked – Conversations that are blocked.
   
6. Ended – Conversations that have been ended.
   

Response Status

1. All – Shows all conversations.
   
2. Yet to Respond – Lists conversations awaiting your reply.
   
3. Responded – Displays conversations you've already responded to.
   

Search Conversations

You can also search conversations from the left pane by clicking on the search [] field and typing in a name.

Add Persons in Conversations to Customers

From the left pane, hover over the name of the person who you want to add to Zoho FSM and click on the dropdown [ ] icon. You will have the following options:

1. Add to New Contact
   
2. Add to New Company
   
3. Link to Existing Contact
   
4. Link to Existing Company
   

Add to New Contact/Company

1. Click on Add to New Contact/Company.
   The Create Contact/Company overlay will open with the Last Name and Mobile prefilled.
2. Enter other necessary details and click Save.
   
   
   

Link to Existing Contact/Company

1. Click on Link to Existing Contact/Company.
   
2. Choose the Contact/Company you want to link to and click Add.
   
   
   

Message options

You can perform the following actions on a particular message. Hover over a message and click on the More options [  ] icon to see the available options.

1. Reply
   
2. Add to Note
   
3. Copy
   
4. Forward
   
5. Delete
   

Reply

Click on to reply to a particular message. You cannot, however, reply with a template message or attachment.

Add to Note

Permission Required: Notes

1. Click Add to Note [ ].
   
2. Select the messages to be added and click Add to Note.
   
   
   
   
3. In the Add to Note popup, choose a module and the record to which you want to add the note, and click Add.
   
   
   
   
4. Make any changes or add attachments, if necessary, to the note and click Save.
   
   
   

Copy

Click on to copy a text message. You cannot copy a template message or attachment.

Forward

1. Click Forward [ ].
   
2. Select the messages to be forwarded and click Forward.
   
   
   
   
3. In the Forward Message To popup, select the customers you want to forward the message to and click Forward.
   
   
   

You cannot forward template messages

Delete

Send Attachments

1. Click on the attachments [ ] icon and choose the Image, Video, or Document.
   
   
   
   
2. Choose the images, videos, or documents you want to attach and click .
   You can remove the chosen images, videos, or documents by clicking on x at the top.
   
   
   

Share Estimates, Invoices or Service Reports 

1. Click on the attachments [ ] icon and choose an Estimate, Invoice, or Service Report.
   
   
   
   
2. Choose the estimates, invoices, or service reports and click Attach.
   
   
   
   
3. Click Send [].
   You can remove the chosen estimates, invoices, or service reports by clicking on x at the top.
   
   
   

View Details in Sidebar

1. Contact Detail
   
2. Conversation Details
   
3. Related List
   
4. Attachment
   

This consolidated view enables quicker access to context, ensuring more informed and efficient support. Click on to expand and to collapse.

Contact Detail

Conversation Details

Related List

Associated records such as requests, work orders, and service appointments will be listed. Click on the record name to navigate to the associated record. Click on to navigate to the Related List tab of the Customer Details page.

Attachment

Create Request, Estimate and Work Order from Whatsapp Chat Window

Permission Required: Requests, Estimates, Work Orders

1. Click on top of the chat window and choose Create Request/Estimate/Work Order.
   
   
   
   
2. Enter the required details and click Save.
   The customer details will be prepopulated.
   
   
   
   You can easily access the created record by clicking its name under the Related List section in the sidebar.

Points to remember

1. In the left pane, the number displayed next to a person's name represents the count of their messages that remain unread by the agent.
   
2. Use the colon (:) as a shortcut to access the emoji options.
   

Pricing 

1. Businesses will be charged on a per-message basis.
   
2. The rates for the messages will differ by category - Marketing, Utility, and Service. Marketing, Utility are business-initiated message categories. All user-initiated messages will be categorized as Service messages that will be used to assist customers in resolving their inquiries.
   
3. You will have to purchase IM credits to use these messages.