Seamless Multilingual Messaging and Tone Control in Zia IM Composer | Zoho Desk

Seamless Multilingual Messaging and Tone Control in Zia IM Composer | Zoho Desk

Hello everyone!

Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages right inside your IM chat window.

You can write in the language you prefer, translate it instantly, and send replies that sound natural, professional, and personal, all without switching screens.

Multilingual translation

Within the message composer
When replying to a message, you can type your response in any language and select the language you want it translated into. Zia translates your text instantly to keep your conversations flowing smoothly. This helps you communicate with customers who prefer different languages and save time by avoiding external translation tools.




Template messages
Your saved template messages, like greetings, acknowledgements, or follow-up messages, can also be translated to the selected language. This helps keep your replies consistent across conversations while ensuring they sound natural in every language.

Support for 15 languages (and expanding)
Zia currently supports 15 languages. You can move between conversations in different languages, responding to one customer in French, another in Japanese, and a third in Spanish, all from the same interface.

Limitations and oversight

While Zia's translation is accurate for most use cases, machine translation isn't always perfect. Certain idioms or region-specific terms might not translate exactly. So, review translations for accuracy before sending and rephrase complex or culturally specific sentences.

Tone and message length

Zia allows you to control not just what you say, but how you say it. You can adjust your message’s tone and length directly within the composer, tailoring your response to match each customer interaction.

Tone options
You could choose from five tone settings depending on the nature of your message:




Tone

When to use

Example

Formal
For professional or official updates.
“We sincerely apologize for any inconvenience caused. Your issue is being addressed.”
Informal
For casual or friendly interactions.
“Sorry about that! Let's find the best way to fix it for you.”
Diplomatic
When handling sensitive or tense situations.
“We appreciate your patience. Our team is actively working on your request.”
Assertive
When giving clear and direct updates.
“Your request has been processed. You will receive an update within 24 hours.”
Humorous
For light-hearted situations.
“Looks like your order went on a little adventure! We’re tracking it down.”


Message length options
Zia also gives you control over how detailed your replies are.


Length

When to use

Example

Short Response
For quick confirmations or simple replies.
“Your order is confirmed.”
Long Response
For detailed explanations or updates.
“Your order has been confirmed and is being processed. You will receive a tracking link once it ships.”

Have you tried using Zia in the IM Composer yet?
How does it help your team manage multilingual support or tone consistency in customer chats?

Let’s talk!
Prabin | Desk Team


      • Topic Participants

      • Raj R

      • Sticky Posts

      • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

        Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

      • WhatsApp pricing changes: Pay per message starting July 1, 2025

        Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

      • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

        Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

      • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

        Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

      • Zoho Desk Cheat Sheet For The Year-End

        Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

        • Recent Topics

        • Allocating inventory to specific SO's

          Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

        • Improved UI for a Seamless User Experience - Calls, Tasks, and Meetings

          Hello all, We are making UI unification across CRM so that the UI experience is seamless across the product. As part of that effort, we have made changes to the details page of activity-based module records—Meetings, Calls, and Tasks. Let's look at these

        • Where can I find rejected inbound mails and their reason for rejection

          Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

        • Refund

          Hi There, Please refund me asap possible, because of no support given. Thank you

        • تغيير عمله الدفع"Change payment currency"

          ما هى طريقه تغيير عمله الدفع "ما هي طريقة تغيير عملة الدفع؟"

        • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

          How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

        • Attention API Users: Upcoming Support for Renaming System Fields

          Hello all! We are excited to announce an upcoming enhancement in Zoho CRM: support for renaming system-defined fields! Current Behavior Currently, system-defined fields returned by the GET - Fields Metadata API have display_label and field_label properties

        • Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)

          In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with

        • BANK FEED - MAYBANK , provider from YODLEE IS NOT WORKING

          As per topic, the provider YODLEE is not working for the BANK FEED. It have been reported since 2023 Q3, and second report on 2023 Q4. now almost end of 2024 Q1, and coming to 2024 Q2. Malaysia Bank Maybank is NOT working. can anyone check on this issue?

        • Customer Grouping

          Hi, how can I group multiple customers into single group. So that I can have idea of accounts receivables of all the customers in single group. Like if there are multiple subsidiaries of same company we have having a business with, and want to view the

        • Item images

          Can we get an "On hover" expanded image for items please ?

        • Free webinar—Redefining workforce security with Zoho Vault: Passwords, passkeys, and multi-factor authentication

          Hi everyone! Did you know that in Q2 alone, 94 million data records were leaked globally? Behind every breach is a combination of poor password habits, phishing attacks, privilege misuse, and simple human error. The fallout—including reputational damage,

        • Zoho Sign product updates - Q3 2025

          Hello everyone! Q3 was all about AI. Here's the list of features and enhancements that have gone live, along with a list of what we have in pipeline for the last quarter: AI-powered agreement management Sending documents and authenticating recipients

        • Zoho sites header

          Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

        • Zoho Books Sandbox environment

          Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

        • Quick Create needs Client Script support

          As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from

        • Kaizen #152 - Client Script Support for the new Canvas Record Forms

          Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

        • DNS set up

          I want to create an email with my company domain. When I tried to add new record with cloudflare it didn't work. The DNS record can't be manually added. I followed the instruction but still can't add it. Could you help?

        • Pocket from Mozilla is closing shop. Don’t lose your favorites . Move them to Zoho Mail Bookmarks now! 📥🔖

          The end of Pocket shouldn't mean the end of your important links and content. Easily import them into Zoho Mail's Bookmarks and continue right where you left off. You can bring over your entire Saves, Collections, and tags just the way they are. Bookmarks

        • General suggestions

          Hello, I've picked this forum as it is at the top of the list! :) First suggestion: A general forum for issues and comments that are not specific to a particular Zoho application. Second suggestion: Put a link on the home page to "Zoho Identity Access Manager" The first suggestion came about because I didn't know where to post the second! ;) Regards Mark

        • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

          The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses

        • Can't upload attachments.

          I can't upload attachment in Zoho Mail.

        • Need Guidance on SPF Flattening for Zoho Mail Configuration

          Hi everyone, I'm hoping to get some advice on optimizing my SPF record for a Zoho Mail setup. I use Zoho Mail along with several other Zoho services, and as a result, my current SPF record has grown to include multiple include mechanisms. My Cloudflare

        • How use

          Good morning sir I tried Zoho Mail

        • Zoho Mail Desktop App Not Loading + Can’t Manage Multiple Accounts

          Hi everyone, I’ve been having ongoing issues with the Zoho Mail desktop app for the past few weeks. The app starts to load but gives up midway and never actually opens — there’s no error message, it just stops loading. The main reason I use the desktop

        • Error when sending emails from Zoho

          Hello, When trying to send an email from Zoho CRM I keep getting the below error: javax.mail.AuthenticationFailedException: 535 5.7.139 Authentication unsuccessful, the user credentials were incorrect. Any support on this will be much appreciated. Thanks,

        • Zoho Tables is now live in Australia & New Zealand!

          Hey everyone! We’ve got some great news to share — Zoho Tables is now officially available in the Australian Data Center serving users across Australia and New Zealand regions! Yes, it took us a bit longer to get here, but this version of Zoho Tables

        • Not all emails from outlook365 migrated to my new zoho account

          I recently setup a new email address hosted by zoho. I migrated all my folders and email from my Outlook365 account to my new zoho account, but not all my emails migrated. Looks like only the past 12 months, or so, made the move. How do I get the rest

        • Clients not receiving emails

          I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

        • Max numbr of IMAP Accounts in Zoho Mail?

          In Zoho mail, you can manage the inboxes of other accounts using IMAP (and POP, actually) https://www.zoho.com/mail/help/external-imap-accounts.html Is there a max to the number of inboxes we can add?

        • Formula Fields Trouble

          Hi,  I can't get even a simple formula field to work and must be doing something dumb. This formula: If(Len(Trim(${Quotes.Subject}))=0,1,2) Gives the error: You used the wrong type of data in an argument. Check what you entered between the parentheses of your functions to make sure you put the right kind of data in the right place. This formula: Len(Trim(${Quotes.Subject}))=0 Gives the error: Syntax Error. Check the examples for any functions you're using to see if you formatted them correctly. Make

        • OPTED FOR STORAGE BY DESCRIPTIVE MISGUIDANCE

          We've opened a domain with three mail ids and payment has also been processed now the bill raised is for single use ID with additional storage capacity. Kindly request you to modify the purchase.

        • How can I add a new organization on Zoho Campaign

          I want to create a new organization with my Zoho Campaign

        • White Label certificate

          Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

        • www.abc.com is working but abc.com is not

          I have my domain in godaddy. I have created a website using zoho sites and now I want to publish it and I tried doing it. Mapped the domain www.abc.com, abc.com. In godaddy changed the CNAME values. A, @ was parked and updated with zoho's IP address.

        • Split my account

          Hello, I recently bought an email service for a friend. But, looks like I used my personal account to buy the plan. Please split the account so that the email service stays in a different account than my personal account.

        • Remote Server is misconfigured

          Dear Team, I am unable to use email id as remote server is misconfigured. It would be really great if you could help on this and get this resolved. Thanks & Regard Rohit Gupta

        • Have Mail Lite, wish to add/purchase 2nd domain and use email

          Hello, I have recently created two new businesses. I have successfully used Zoho to create a domain for one business and have set up two email addresses / users on that domain. I am trying to figure out how to create a second domain, just like I did the

        • Need support in setting up the company email and few other setups

          Need support in setting up the company email and few other setups

        • This mobile number has been marked spam.

          Dear zoho team, I am very happy to use zoho,because it india 🇮🇳 own app, but when we login into zoho account we facing some issue, please solve below issue ASAP. Add your mobile number As an added security measure for Accounts, you need to verify and

        • Next Page