Tips & Tricks #1: Zoho Desk - Cómo mostrar tarjetas de producto en tu chatbot

Tips & Tricks #1: Zoho Desk - Cómo mostrar tarjetas de producto en tu chatbot


¡Hola a todos! 

Si utilizas Conversaciones Guiadas (Guided Conversations) en Zoho Desk para ayudar a los clientes a encontrar productos, probablemente te hayas encontrado con este problema: el bot ofrece una lista de opciones, pero los clientes siguen sin saber cuál elegir.

No hay imágenes, especificaciones ni precios; solo aparecen los nombres. Como resultado, los clientes hacen preguntas adicionales, los agentes tienen que intervenir innecesariamente y todo el flujo pierde eficacia.

Card Choice en GC soluciona este problema. Permite mostrar opciones de productos como tarjetas visuales e interactivas dentro del chat, para que los clientes dispongan de toda la información necesaria para tomar una decisión sin salir de la conversación.

A continuación, te explicamos cómo configurarlo de principio a fin para tu empresa.


¿Qué es Card Choice?

En lugar de utilizar simples botones de texto, Card Choice permite mostrar opciones mediante tarjetas enriquecidas. Cada tarjeta puede incluir:

  • Una imagen del producto
  • Un título y un subtítulo
  • Una descripción breve
  • Especificaciones clave, como precio o disponibilidad
  • Botones de acción como:
    • Ver detalles
    • Comparar
    • Añadir al carrito



¿Tarjetas estáticas o dinámicas?

Antes de empezar la configuración, determina qué tipo se adapta mejor a tu caso de uso.

Usa tarjetas estáticas cuando...
Usa tarjetas dinámicas cuando...
Las opciones son fijas y cambian poco
Departamentos o categorías de soporte
Tipos de citas o reservas
Planes de suscripción
Los datos provienen de un sistema externo
Catálogos de productos que cambian con frecuencia
Precios o stock actualizados en tiempo real
Amplias gamas de productos


Idea
CONSEJO
Para la mayoría de los flujos de comercio electrónico, las tarjetas dinámicas son la mejor opción. Obtienen los datos automáticamente de tu sistema, por lo que no tendrás que actualizar manualmente las tarjetas cada vez que cambien los productos o los precios.

Configuración de Card Choice en tu flujo

1. Diseña el flujo

Comienza con un bloque de preguntas para identificar qué está buscando el cliente. A continuación, añade un bloque de API o webhook para obtener los productos que coincidan con su búsqueda desde tu sistema.

Después, agrega un bloque de Dynamic Card Choice para mostrar los resultados.


2. Configura el bloque Card Choice

Dentro del bloque, establece Card Type como Dynamic Card.

Después, selecciona el Rendering Style según la cantidad de opciones que quieras mostrar simultáneamente.

Una sola tarjeta funciona bien para...Varias tarjetas funcionan bien para...
Resúmenes de reservas
Confirmaciones de pedidos
 Planes de seguros
Exploración de productos 
Comparación de habitaciones de hotel
Paquetes de servicios


3. Vincula los datos de tus productos con los campos de la tarjeta

Cuando se ejecuta el bloque Webhook, este obtiene los datos de producto desde tu API y guarda la respuesta como una variable del flujo.

Después, puedes asignar esa variable directamente a los campos del bloque Dynamic Card Choice, de modo que cada tarjeta se complete automáticamente con información actualizada del producto, como:

  • Nombre
  • Precio
  • Imagen
  • Descripción

Todo ello sin necesidad de introducir los datos manualmente.

Función de cada campo

  • Imagen: muestra la fotografía del producto. Configura el tipo de dato como Image.
  • Título: nombre principal del producto obtenido desde la API.
  • Subtítulo: ideal para mostrar precio, marca o disponibilidad.
  • Descripción: resumen breve del producto (2 o 3 líneas).
  • Etiqueta: etiqueta que acompaña a un valor, como «Almacenamiento» o «Stock».
  • Variable: almacena la selección realizada por el cliente para utilizarla posteriormente en el flujo.
  • Ocultar campo: oculta datos internos, como identificadores de producto, para que no aparezcan en la tarjeta.

4. Utiliza la selección del cliente

En un bloque Dynamic Card Choice (Selección de tarjetas dinámicas), la elección realizada por el cliente se guarda automáticamente en la variable del bloque.

Puedes utilizar esta variable en los siguientes pasos del flujo, por ejemplo para:

  • Realizar una llamada a un webhook
  • Crear un ticket
  • Transferir la conversación a un agente

¿Qué cambia para tu equipo?

Una vez configurado Card Choice, los clientes dejan de hacer preguntas como:

  • «¿Puedes enviarme una imagen?»
  • «¿Cuál es el precio de ese producto?»
  • «¿Qué modelo tiene más capacidad de almacenamiento?»
  • «¿Puedes mostrarme más opciones?»

Toda esa información ya está disponible directamente en la tarjeta.

Esto se traduce en:

  • Menos mensajes de seguimiento antes de que el cliente tome una decisión.
  • Menor intervención de agentes durante la fase de descubrimiento de productos.
  • Conversaciones más cortas y con resultados más claros.
  • Clientes que llegan al agente sabiendo exactamente qué quieren.
Notes
NOTA
Si estás creando flujos para WhatsApp, los bloques Static Card Choice y Dynamic Card Choice no están disponibles en ese canal.

Pruébalo

Card Choice es una de esas funcionalidades que marcan una diferencia real una vez puesta en marcha. Los clientes exploran más rápido, toman decisiones antes y los agentes dedican menos tiempo a responder preguntas sobre productos que deberían resolverse automáticamente.

Si ya lo has configurado o estás creando un flujo ahora mismo, comparte tus preguntas o capturas de pantalla en los comentarios. Estaremos encantados de ayudarte a resolver cualquier problema o compartir buenas prácticas.

Ruta: Zoho Desk → Guided Conversations → Card Choice Block.

Redactado por Prabin de Zoho Desk

Beatriz Moya | Zoho España

Marketing Specialist







        • Recent Topics

        • Automatic login options for customer portal

          The customer portal is nice for zoho subscriptions, but there are no options to automatically login to it, so if a user is logged into their account inside of my product, I can't create a link that will let them login to their dashboard. Could we have

        • Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

          Hello everyone, Availability: This feature is now available for customers in the JP and SA DCs. It is planned to be released for other customers in soon. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built

        • Square Payments for Subscriptions

          I'd love to be able to use Square Payments for Subscriptions with my customers. I already use it for Zoho Books Please have this considered. It would really help my business

        • How to preserve Lead Creation Date, UTM parameters, and custom fields during Lead Conversion?

          We are optimizing our MQL journey. When converting leads to contacts/deals, we need to ensure that the original system Lead Creation Date and UTM tracking parameters (Source, Medium, Campaign) are not lost or archived, as our teams require them for accurate

        • "code":3001 ["Failed to update data."]

          I would like to seek your expertise - I might be wrong on my approach also.. I highly appreciate your advice. 1 problem remains is when a new row was added on the existing one [from another form that trigger upon Successful form submission ], it gets

        • Add a MATRIX field to the forms creation

          Same as Zoho forms, we need a Matrix field in Zoho Creator forms, is very usefull

        • Discount Per Line Item

          We are a phone company. Sometimes, when we sign up customers, our sales team would like to provide recurring discounts on certain addons. Presently, we have no way of doing this so when we provide discounts, we are forced to simply reduce the price of

        • Introducing template migration: Move your Docusign templates to Zoho Sign in minutes

          Moving to a new e-signature tool usually comes with a catch: recreating every template from scratch. For teams that rely on dozens of carefully built templates—each with the right recipient roles, fields, and placements—that manual rework is often the

        • Error Code 2945 , PATTERN_NOT_MATCHED

          Hi, I am trying out Zoho Creator API.  However, I always get the following <response>     <code>2945</code>     <message>PATTERN_NOT_MATCHED</message> </response> However, error code list error as Invalid Ticket. I do not know what is wrong. 

        • Create a list of products and automatically associate them with new deals

          Hello, I have a store with WooCommerce, and I want to import orders into my pipeline. But I haven't found a way to import the order with the associated products. So, do I have to create the deals and then manually add the products to them? That's double

        • List of Mail Merge Templates via Deluge

          Hello, Is it possible to get a list of the mail merge templates I've created in CRM within a custom function? I want to retrieve them and put them in a dropdown list but all I get is a scopes error! Can anyone see where I'm going wrong? Is this even possible?

        • Zoho Advanced Analytics with Team Module support – Now includes teams, notes, and fields in reports & insights

          Greetings all, Advanced Analytics is now accessible via Zoho CRM's team modules, which means you can add team modules—plus their notes and fields—for inclusion in reports, insights, and other analytical functions. Alongside the standard and custom modules

        • WhatsApp conversations are no longer linked to existing threads after reconnecting the channel

          Hi everyone, We have an existing WhatsApp channel in Zoho Desk. We temporarily disabled it, renamed it, and then re-enabled it while reassigning our bot. Since then, all previous WhatsApp conversations are still visible in the history, but we can no longer

        • Zoho Assist Feature Update: July 2026

          Elevate to Admin Mode for iOS devices Technicians can now elevate an active session to Admin Mode directly from the iOS app. This feature lets the technician switch the remote computer from a standard user account to an admin account by entering credentials

        • Bulk deleting Zoho CRM records using Deluge, COQL and CRM API

          Hello everyone, During CRM implementations, data cleanup is a common task, especially after testing, migrations, imports, or integration development. I created a reusable Deluge function that performs bulk deletion using the Zoho CRM API. The approach:

        • Can't connect CalDAV

          ### Issue Summary Can't connect to my calendars using CalDAV and the URL `https://calendar.zoho.eu` ### Steps to Reproduce 1. Tried to connect on multiple devices, on multiple OS's (Android DAVx, Thunderbird, Gnome Calendar, Apple Caneldar). 2. When I

        • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

          Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

        • Guide customers to the right booking page with routing forms

          Greetings from the Zoho Bookings team! We're excited to introduce Routing Forms in Zoho Bookings. Routing forms let you collect information from customers before they schedule an appointment and automatically direct them to the most appropriate booking

        • Cannot receive emails

          Sent one days ago still no feedbacks, cannot call customer services number

        • Email Password Reset - Vishal & shaik Vali Babu

          Hi Team, The below-mentioned employees are unable to log in to their Gmail due to a password error. Kindly look into this on priority vishal.r@jumbotail.com shaik.babu@jumbotail.com

        • Live Chat

          Is live chat inthe website in zoho desk?

        • Application-Level Save copy of sent emails

          It would be really helpful to be able to turn on/off the Save copy of sent emails at a per application level, so some applications can save in the sent folder and others don't.

        • DKIM 2048 too long

          I'm trying to add a DKIM TXT record for my domain in Zoho Mail but my DNS provider (Shopify) has a character limit on TXT record values. The 2048-bit DKIM key is too long to enter. Can anyone advise how to generate a shorter 1024-bit key instead, or another

        • Using IMAP configuration for shared email inboxes

          Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

        • Technical personnel are required to assist in synchronizing license quotas and solving the problem of being unable to add users.

          We are a cross-border jewelry e-commerce company and currently use Zoho Mail Lite corporate email service. I have paid to purchase 1 Mail Lite annual user license (order number 133627785, payment time 2026-06-29). It has been more than 12 hours since

        • non ricevo ne invio mail

          non riesco ad inviare né ricevere posta. URGENTISSIMO

        • 重要詢問:電子報回信沒有收到

          我使用zoho作為寄電子報的mail， 但是我發現從電子報回信，完全都沒有收到!!!(包含垃圾郵件) kit那邊設定確定都沒有問題，請問這邊是哪裡設定有問題導致沒收到呢? (我確認過mail是一樣的)

        • Mail Id’s backup

          Dear Zoho Team, Kindly share the backup of my all mail id’s associated with Zoho account. Thanks, Saurabh Sharma +91 8851066915

        • Feature Request - Option To Hide Default System Fields on Items

          Hi Zoho Inventory Team, As far as I know it is not possible to hid some of the defult system fields on Items, such as UPC, MPN, EAN, ISBN. A good use case is that in many cases ISBN is not relevant and it would be an improved user experience if we could

        • Important update on our transition to the new video platform framework

          As part of our ongoing platform changes, users in select regions, including the United States and other supported data center locations, have been migrated to our new video platform framework. Due to this migration, some participants may notice changes

        • Account review. Does anyone still work here?

          Are accounts still being reviewed? Mine has been under review for over two weeks now. I also created a support ticket and reached out on Twitter but never received any kind of response. Is this company still alive?

        • Seamless and safe way to migrate all my hubspot forms to zoho forms?

          Hi community! Our website (B2B consulting / market research), offers a wide variety of public report in PDF formats stored behind forms previously hosted via Hubspot. As we are migrating to Zoho Forms, I am facing an issue. Example: Form A (Report A),

        • E-Mail Distribution List

          How do I create an e-mail distribution list in Zoho Mail?

        • Zoho Contacts *Web Interface Does Not Load* (Tested in Firefox, Safari)

          When trying to load https://contacts.zoho.com the error shown in the console is: The resource from “https://static.zohocdn.com/zmail/zm/newContactsChange11/js/main.js” was blocked due to MIME type (“application/json”) mismatch (X-Content-Type-Options:

        • Automatically calculate and include tax on quotes

          I've recently been VAT registered and now need to include VAT on my quotes. I have been able to set the tax label and amount but still need to click the tax link and select the tax I wish to include before it appears on the quote. Does anyone know of

        • Inspection Table

          Hello Latha, We created a job sheet that includes the new table (Inspection Table) which was introduced recently. However, agents are not able to see the rows in the inspection table. Could you please investigate this issue and get back to us? Please

        • Zia Agents looks promising, but I still cannot deploy my first agent or connect WhatsApp after weeks of support tickets

          Hi Everyone, I am posting here because I am stuck and need practical help from someone who has successfully deployed a Zia Agent with WhatsApp. Zia Agents looks like a very promising product. I have watched the platform expand quickly, and I have noticed

        • Zoho Desk: Chromium (Google Chrome, Edge) filename issue when opening/download attachments in a ticket.

          Hello Zoho Desk Team. When opening a PDF attachment in a ticket, Chromium-based browsers such as Google Chrome and Microsoft Edge display the file with the title “content” When the file is saved, it is downloaded as content.pdf instead of using the original

        • Subforms and automation

          If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSM

        • crm to books

          We currently sync CRM Contacts to Zoho Books Customers using two-way sync. We now wish to change to "Accounts & their Contacts". What happens to existing Books customers? Will they be merged with CRM Accounts, duplicated, left unchanged, or recreated?

        • Next Page