What's new in Instant Messaging? | Zoho Desk | Feature Releases | Sept'2024
What's new in Instant Messaging? | Zoho Desk | Feature Releases | Sept'2024
Improve your business communications with these new and enhanced features in Instant Messaging!
Excellent communication is at the heart of every strong work relationship. These new features and enhancements for professionals will help you build better connections with Instant Messaging.
We're adding more ways to stay connected with your customers!
We are excited to add Facebook Messenger and Instagram to Zoho Desk's list of IM integrations. You can now easily manage your Meta Business (Facebook) Page's activity alongside messages from various channels on one common platform.
Facebook Messenger
One of the most popular messaging channels, Facebook Messenger, fulfills your business communication needs and provides an easy outlet for communicating with customers and maintaining your social media branding.
Instagram
Manage your Instagram messages directly from your instant messaging inbox and assist your customers using the same inbox automation features you already rely on, such as blueprints, business hours, and much more.
These new integrations let you link your business account with Zoho Desk and respond to customer inquiries on this popular IM platform.
Business Messaging that matches your needs
Business Messaging
Integrate Zoho Desk's native Business Messaging widget seamlessly across webpages and apps, and customize it to align with your brand's style. This allows seamless hand-offs between bots and agents with automation to facilitate personalized and engaging conversations. Whether integrated independently or through the ASAP help widget, you can manage all your interactions using the Instant Messaging module.
Now, you can personalize your messenger to align with your brand, making
your conversational experience accessible on both web and mobile
platforms. Engage with a broader customer base through our business
messaging channel, which is easy to set up, adaptable to your needs, and
scalable for future expansion!
Enhancements in WhatsApp
Multi-WABA support
Great news! We are now supporting multi-WABA for businesses on the instant messaging platform. If you've been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that IM channel for the current WhatsApp Business Platform. Log in for more information: Facebook Business Manager Account.
Acquire in-depth insights on how you spend WhatsApp Credits
Easily identify conversation patterns and anomalies, spot trends quickly with our color-coded graph, and promptly see your actual usage with our clear and easy-to-read conversational payment statements.
Blended conversation is now available across multiple channels
Get ready to experience Bot messaging like never before
You have the option to create a complete Guided Conversations custom bot flow, which enables the development of entirely automated interactions that work in tandem with Facebook Messenger, Instagram, Line, Telegram, and other business messaging channels.
Support teams can set their status as online or offline
Set Business Hours
Now, customers can specify their business hours. This feature provides greater flexibility in managing customer expectations with instant messaging. It allows you to customize business hours for individual teams to accommodate varying time zones or differing work hours for support and sales teams. We have also included theoffline messageas an automated response informing customers that the support team will be unavailable for an extended period.
Now chat with your customers the way they want
Instant Messaging inbox enhancement
We've enhanced the instant messaging inbox to improve and optimize messaging to provide better tools, features, and capabilities for managing and responding to messages.
Easily configure webhooks in IM
Do more with our Instant Messaging APIs
We introduced a webhook to support all inbound and outbound messages from your applications for custom events across channels.
Promote your business with replies via WhatsApp
Send WhatsApp messages in bulk to your contacts
Agents can now select contacts from the Contacts module to send WhatsApp messages to multiple contacts. The message can be sent to the contact's phone number, mobile number, or both. WhatsApp facilitates effective marketing, engagement, and customer retention management.
Send a WhatsApp message to a Contact using quick action
Agents can send WhatsApp messages to single contacts directly from the quick actions list by clicking the drop-down arrow from the top panel next to the plus sign (+). Alternatively, they can use the keyboard shortcut "w+" from any location within the desk. Each time a message is sent to a new contact, a new record is automatically created in the Contacts module.
Omni-channel messaging
IM conversations thread separation
You can now manage all channel conversations in your ticketing threads. This brings all IM channels and their conversations into one easily accessible ticket thread so that you can quickly understand how communication is handled across users.
Reply to IM tickets
Allows support agents to respond to customer inquiries and interact with them seamlessly across different messaging platforms while maintaining a unified view of the conversation history.
Associating agents made easy
Edit channel form
After successfully adding the instant messaging channel, you will be alerted: You have successfully linked your Zoho Desk account with a messaging channel. You can update your preferences for each messaging channel created in your help desk anytime. The preferences allow you to assign different agents for each channel within the channel form.
IM Automation
Triggering Blueprint is designed as a process management tool for IM conversations
Automating ticket actions via Blueprint transitions helps your team save time and streamline ticketing processes for instant messaging conversations. This allows agents to connect with customers and ensures the proper process is followed.
Monitor customer happiness ratings
Measure Customer Satisfaction across IM channels
By enabling the happiness rating, you can ask the customer to rate their experience in a survey that appears after the conversation ends—supported channels are WhatsApp, Telegram, Facebook Messenger, Instagram, and LINE.
With these improvements to your business communications, you can resolve issues faster, boost customer satisfaction, and grow your business successfully.
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
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
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
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
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
It would be awesome to have a mail app for Mac OS X that included all the cool features such as steams, calendar, tasks, contacts, etc. Most people prefer native apps, rather than running it through a web browser. I know that we can use the IMAP, CalDAV,
my page renediaz.com is facing issues mobile view, when i try to lower font sizes in home page, instead of changing the size, it changes the line space
How am I supposed to do payroll and pay my employees with Zoho Books? I think it's pretty strange that an accounting software doesn't have the ability to perform one of the most common functions in business; paying your employees. Am I missing something,
Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what's
If I got it right, Cliq desktop client for Linux does not use the generally accepted notification method via org.freedesktop.Notification interface. For this reason, Cliq notifications do not look and behave as all other notifications. Is it possible
----------------------------------------Moderated on 14th February, 2023------------------------------------------- Dear all, This feature is now open for all users in all DCs. To learn more about importing and exporting canvas templates, read our help
I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for
your instructions for creating an alias are wrong. there is no add alias in my mail account. also i dont have a control panel link just a settings link how do i really make an alias
Hello, We are new to Zoho Books and running into an issue. Our support@ email is our integration user. When our team is sending out PO/SO's we are updating the sender email, but for some reason many of our responses are coming back to our support@ email
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
One of the main reasons I have gone down the Zoho route is because I need multi-currency support. However, I find that products can only be priced in the home currency, We sell to the US and UK. However, we maintain different price lists for each. There
Hi We would love to have ability to create folders on the left hand side. We would then be able create and store our documents within each folder Hope you can provide this feature soon ! dux.centra
Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems like
Hello Zoho Team, I am posting here because my support ticket has not received substantive responses through the usual channels. Summary of the issue (ongoing for three weeks): I requested assistance with a data migration and a merge of two Zoho organizations.
I'm looking for suggestions on how to show an external submitter a few results while sending internal users all the results from the answers provided by the external user. The final page of our form has a section with detailed results and a section with
Creating campaigns are difficult. I'm fairly computer literate but some of the way Zoho Campaigns formatting works is painful. Images fail to upload or are very slow. To top it off, syncing the contacts is a pain as well as temperamental links to create Segments. At this rate I'm afraid we might need to migrate back to Mailchimp.
The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead
We are moving over from Mailchimp to ZOHO. However Mailchimp allows me to create a segment by pasting in emails from excel (or importing a .csv) can I do the same in Mailchimp?
In Zoho Forms, where can I access the record ID of a form once the form is submitted? - Record ID is not available in webhook payloads - It is not available to form fields, including in formulas - It is not available as a parameter in a thankyou page
Is it possible to define a default font (font, size and colour) for the text, H1 and H2 in Zoho Campaigns? For example: In a campaign, I add a text block, and the text is automatically century gothic, size 11, grey (6f6f6e) by default? Thank you!
Hi Everyone-- Quick question for discussion: is it me or is working with Zoho Sites like entering the Twilight Zone? I've built many sites over the years, but this platform seems impossible. I've spent an entire day and a half trying to get a simple one-color
Hi, Does anyone know if it is possible to link Zoho People and the calendar in CRM? I would like when holidays are approved they automatically appear in the calendar on CRM. Thanks
Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?
When you look at the prospect-to-customer journey in most businesses 10 to 15 years ago, it was relatively straightforward. Many of us remember walking into a store, sharing our requirements with a sales associate, reviewing a few options, and making
Hello, Is there a timeline to get the worldwide used date and time format ? I mean not the american one... I mean day month year, and 24 hours clock. Regards
Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,
HI, I am looking for some advice on phone providers as we are looking to upgrade our phone system, does anybody have experience with any of the Australian providers that integrate with CRM Telephony? So far we are looking at RingCentral and Amazon Connect, and would love to hear feedback on any of the other providers you might have tried. Thank you
Hi, I’m currently working on a Zoho CRM + Zoho Campaigns setup for a franchisee-based organization, where each franchise must only see and use its own contacts. At the moment, franchisees cannot properly access their contact lists in Zoho Campaigns unless
Dear Zoho Support, we want to have all the information about a car inside of a car record. We want to have Zoho CRM as our single source of truth for our data, but the limited number of fields are not allowing that. The data consist of: technical data
Hi We are planning on starting to use Zoho Campaigns for our newsletters. Since we send our newsletters in three languages, I would need the "unsubscribe page" and other pages related to the NL (Thank you page and so on) to be available in different languages
Hi, We use Zoho Books and have the fixed asset option in it. I started a trial for Zoho One and I do not see that as an option. Is the books that is part of zoho one equivalent to Zoho Books Elite subscription or is it a lesser version? Thanks, Matt
I've just discovered the new "confirmed" status of Assemblies within Inventory. While I understand the intent of this (allowing for manufacturing planning and raw material stock allocation), it was initially confusing to me when manually entering some
I need to Record Vatable amount and non vatable amount separately in zoho books in a single line give me the customisation option and in invoice copy to customer the total amount should be inclusive 5%vat and no need to show the vatable and non vatable
I'd love to see an option added to sort the legend of graphs by the value that is being represented. This way the items with the largest value in the graph are displayed top down in the legend. For example, let's say I have a large sales team and I create
I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and it
Getting the "Invalid Date" error when trying to add a time sheet to an appointment in a work order. I initially though the work order was corrupt or something so I deleted the work order and recreated it. I added the first time sheet to the AP and saved