Zoho Desk's Instant Messaging | Feature Update | Status and Notification Settings

Hi All,

We have some helpful new features to highlight in Zoho Desk's IM module.

Set your status as online or offline

Instant Messaging has become one of the most popular tools for delivering customer support. One of the most simple, practical features we've built into Zoho Desk's IM module is the ability to set a user's status to online or offline.

Why use this feature?

Let's say you have a support team of five remarkable agents, but two are unavailable when a customer reaches out for assistance. The notification will only be sent to the agents who have set their status as Online, and the remaining agents will not be notified.

Chats can still be manually assigned to any agent, but they will only be notified if they are online. Agents who have set their status as Offline will not be notified.

Easily manage your notifications

We've added more options to make it easier to manage in-app notification settings.

Enable or disable all IM notifications with one click

This enhancement adds a Mute sounds button to the user's profile, turning off all notifications. When the button is clicked again (Unmute), the original notification settings are restored.

Mute is a friendly way for agents to temporarily silence notifications so they can focus on a specific customer or task. When you mute a chat, you will not receive any audio notifications.

Try these features now and drop your suggestions in the comments section.

Watch this space for more exciting Instant Messaging updates!

Regards,

Kavya Rao
The Zoho Desk Team

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