Zoho Desk's Instant Messaging | Feature Updates | July'23

Zoho Desk's Instant Messaging | Feature Updates | July'23

Hello All,

We are eager to bring you this month's feature updates, where we'll run you through the significant updates in the Instant Messaging module. I hope this info is insightful as you continue using our IM module to enhance your business communication needs.

Zoho Desk's mobile app instant messaging update

We have introduced the easy-to-send (click-to-send) option, enabling you to send templates effortlessly through the Desk mobile app.

As you know, you can seamlessly integrate your most loved apps, such as WhatsApp, Telegram, LINE, WeChat, Instagram (upcoming), and Facebook Messenger (upcoming) with Zoho Desk. Now, you can also choose templates and send them over your preferred platform from your mobile devices.

Android

iOS



WhatsApp Business API is a customer support solution that helps businesses directly interact with customers. Desk's IM feature allows businesses to build interactive WhatsApp templates to correspond with customers. But first, it is essential to understand how WhatsApp Business templates work.

What are Message Templates?    

A WhatsApp Message Template is a pre-approved, customizable message that sends notifications to opted-in customers. To start using Message Templates, you must first submit a drafted messages to Meta for approval. Click here to read more about Message Templates.

Prerequisites     

  • A Message Template must be approved before it can be used to initiate a conversation.
  • You can only start a business-initiated conversation if a customer has opted in to receive messages from your business. Learn more.

Note: A Message Template is essential for a business-initiated conversation.

Automatically close abandoned conversations

Businesses can help agents effectively manage their functional connections list by configuring conversations to close automatically after being inactive for a pre-configured amount of time. This feature is now available across all the DCs.


For example, when a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.



Why opt for Auto-close feature? 

This feature will allow the support teams to organize their customer conversations better, so they can focus on conversations that require their undivided attention. You can also set this auto-close timer to close conversations where customers/agents stop responding.


Watch this space for more exciting updates on instant messaging!


Cheers,

Kavya 

The Zoho Desk Team




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