Make your IM workflows smarter: Automate sessions and personalize responses

Make your IM workflows smarter: Automate sessions and personalize responses


There are two simple ways to make IM workflows more efficient: automate how sessions are handled and personalize how agents communicate.

Here's a look at both.


1. Automate IM session updates with the API

The Update an IM Session API lets you update session details programmatically, including the session's assignee and status.

You can use it to:

  1. Assign a session to an agent using agentId
  2. Assign a session to a bot using botId and the deskBotId from the List IM Bots API
  3. Update the session status to OPEN, IN_PROGRESS, ON_HOLD, ENDED, or BLOCKED

For example, when a conversation needs human assistance, an integration can assign the session to the appropriate agent and update its status to IN_PROGRESS.

This can be useful when you want to automate assignment, manage bot-to-agent hand-offs, or keep IM session status in sync with activity in another application.

PATCH /api/v1/im/sessions/{session_id}

Refer: Update an IM Session ↗


2. Personalize canned and template messages with applied contact information

The Get Applied Canned Message API lets you retrieve a canned message or template message with the relevant contact information applied to its placeholders.

You can use it to:

  1. Apply contact information to placeholders in a canned message or template message using contactId
  2. Apply the message in the context of an IM session using sessionId
  3. Apply the message based on a ticket using ticketId
  4. Retrieve the message in the required language

For example, an automated workflow can identify a customer and retrieve a predefined template with the customer's information already applied, instead of handling the placeholder replacement separately.

This can be useful when you want to automate personalized responses, maintain consistent messaging across workflows, or support multilingual customer communication.

POST /api/v1/im/cannedMessages/{template_message_id}/apply

API Documentation: Get Applied Canned Message ↗


Let's talk!
​
Prabin | Zoho Desk

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