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

Hello All,

As we advance into the year, we're eager to bring you this quarter'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. So without further ado, let's dive in!

Changes in WhatsApp Conversation-Based Pricing

Businesses already using the WhatsApp Business Platform will be charged per 24-hour conversation. Separate charges will apply to different conversation categories. Effective June 1, business-initiated conversation charges will be based on the following template categories: Utility, Authentication, Marketing, and Service. From now on, user-initiated conversations will be termed service conversations. Businesses will continue to be able to use the WhatsApp Business Platform with only 1,000 free user-initiated conversations every month. Business-initiated conversations will no longer be included as free-tier conversations. For more details on the changes in the new WhatsApp Conversation-based Pricing model, refer to this help doc.

Blended Conversations

To foster harmonious camaraderie between Humans and Bots

Bots can save agents time by quickly responding to common questions and for primary detail collection, aiding agents in focusing on more complex issues. Bots can transfer the conversation to an agent when simple questions become more complicated or the customer requests a live interaction. Bots will also be intelligent enough to understand the conversation's context and know when to suggest that customers chat with a human. Agents can delegate most manual and transactional tasks to bots while controlling the overall customer service experience. As experts say, a smooth conversational experience for customers requires human and bot agents to work in harmony to resolve various customer concerns instantly. Click here to read more about blended conversations. To obtain early access to this feature, click here.

WhatsApp Template Category Update

Supported business conversation categories

Previously, WhatsApp offered 14 template categories. But with the latest Meta update, the existing 14 categories will be condensed into the following three:

There are three business-initiated conversation categories (all of which require customer opt-in):

Utility: To send transactional updates, order status notifications, and critical alerts to customers.
Authentication: To send one-time passwords/codes allowing customers to access their accounts securely.
Marketing: To send promotional offers and product announcements to increase customer awareness.

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 applied for abandoned chats to increase your team's efficiency.

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.

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

Meta mandates OTP Buttons for Authentication Templates

Starting May 29, 2023, all newly-created Authentication Template messages must include a one-time password (OTP) button.

Note: This functionality will go into effect for India-based users (IN DC) later this year.

Suppose your business offers users the option to receive one-time passwords or verification codes via WhatsApp Business. Then, beginning May 29, 2023, you must use an Authentication Template with a one-time password button to deliver the password or code.

Authentication Templates enable businesses to authenticate users with one-time passcodes (usually 4-8 digit alphanumeric codes), typically at significant stages of the login process (such as account recovery).

Buttons

Authentication Templates must include either a copy code or a one-tap autofill button.

Button behavior:

A copy code button copies the one-time password or code to the user's clipboard. The user must manually switch to your app and paste the password or code into its interface.
A one-tap autofill button automatically loads and passes the one-time password or code to the app's interface.

IM is now available in Japan 🇯🇵

Instant Messaging channels are now available in JP DC.

Supported Channel Integrations:

The current available messaging channels are supported

WhatsApp
Telegram
LINE
WeChat

Please share your valuable suggestions and feedback in the comments section.

Watch this space for upcoming feature updates.

Cheers,

Kavya

The Zoho Desk Team

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