Narrative 9: GC—Meaningful conversations that benefit your customers

Narrative 9: GC—Meaningful conversations that benefit your customers

Behind the scenes of a successful ticketing system - BTS Series

Narrative 9: GC—Meaningful conversations that benefit your customers


Customers often seek immediate solutions, which is why self-service options are essential. Guided Conversations provides an interactive platform that offers real-time conversational experiences, enabling customers to find the help they need at their convenience quickly.

Guided Conversations 

With Guided Conversations, Zoho Desk aims to provide an intuitive and conversational self-service platform that better meets the needs of both businesses and customers. Guided Conversations lead users through their journey by asking relevant questions, providing the answers they seek, and directing the conversation in the right direction based on their responses.

Self-service systems aren’t just for customers; more organizations are providing their employees with tools to handle administrative tasks, onboard new hires, familiarize themselves with policies and software, and address customer complaints using these models.

These systems save time, are cost-effective, improve process efficiency, boost the productivity of service agents, reduce customer wait times, and provide personalized support that makes clients and employees feel valued.

Integration Blocks 

The Gen AI block in GC improves chatbot interactions by providing responses that are more natural and contextually relevant. This block offers greater flexibility and intelligence in managing user inquiries while seamlessly integrating into existing business processes.

Refined conversations with artificial intelligence 

Refined conversations with AI are transforming how organizations interact with technology, particularly in areas such as customer service, data management, and process automation. 

GC is vital to this change because it improves the capabilities of traditional AI systems. AI can support more natural and engaging conversations, which enhances interactions between users and AI systems. This fosters a deeper understanding of user needs and facilitates more effective problem-solving. 

It also enables customized responses tailored to user preferences and past interactions. This personalization improves user experience and satisfaction by making conversations feel more relevant and tailored. It can automate responses to common questions, letting human agents concentrate on more complex issues. This enhances efficiency and reduces response times, ultimately improving overall service quality.

Conversation flows that suit your style 

Imagine you’re building a digital assistant or interactive platform—not just any platform, but one that truly captivates customers. You don’t have to start from scratch; instead, you tap into a library of pre-built components, letting you shape engaging, one-of-a-kind experiences with just a few clicks.

As users interact, your system listens and learns, offering them personalized recommendations tailored to their preferences, needs, and every little piece of information they share. Behind the scenes, you’re masterfully saving their responses, whether it’s just for the session, locally for next time, or even globally across devices—thanks to seamless variable management.

Your creation isn’t limited to just one world; it lives and breathes across websites, mobile apps, and messaging services, meeting your audience wherever they are. Want to reach even more customers/businesses? You can craft workflows in multiple languages, warmly welcoming users from around the globe.

Best of all, you hit the ground running with ready-made templates designed for nearly any business challenge. Each piece falls into place quickly, empowering you to build solutions that aren’t just functional, but unforgettable.

Conversations that are automated yet personal 

Customers can easily find solutions to their questions and issues through an intuitive question-and-answer flow. GC expertly guides users step by step, empowering them to locate answers or complete tasks without needing assistance from a support agent. By automating responses to repetitive and frequently asked queries, GC enhances efficiency and enriches the customer experience. 

With round-the-clock support available 24/7, customers can rest assured that help is always just a few clicks away. Additionally, by leveraging user data and interactions, GC provides tailored solutions that cater to individual needs, ensuring that each customer feels valued and supported.

Manage heavy incoming traffic 

Guided conversations are structured, interactive dialogues that help direct customers through a series of predefined steps to resolve issues more efficiently and effectively. This approach enables support teams to provide personalized assistance while ensuring that customers receive accurate and relevant information based on their specific needs.

Takeaway 

Guided conversations in Zoho Desk significantly enhance the ability to manage heavy incoming traffic by providing a structured, efficient, and consistent approach to customer support. By implementing this feature, organizations can not only improve the customer experience but also empower their support teams to operate at their best, even during challenging times.


Please stay tuned for more in the Desk behind-the-scenes series.


Regards,


Kavya Rao

The Zoho Desk Team

Idea

Also, read:

Behind the scenes of a successful ticketing system (BTS Series)


Further reading:

The Wheels of Ticketing Series

    Nederlandse Hulpbronnen


      • Recent Topics

      • Where can I find rejected inbound mails and their reason for rejection

        Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

      • Refund

        Hi There, Please refund me asap possible, because of no support given. Thank you

      • تغيير عمله الدفع"Change payment currency"

        ما هى طريقه تغيير عمله الدفع "ما هي طريقة تغيير عملة الدفع؟"

      • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

        How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

      • Attention API Users: Upcoming Support for Renaming System Fields

        Hello all! We are excited to announce an upcoming enhancement in Zoho CRM: support for renaming system-defined fields! Current Behavior Currently, system-defined fields returned by the GET - Fields Metadata API have display_label and field_label properties

      • Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)

        In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with

      • BANK FEED - MAYBANK , provider from YODLEE IS NOT WORKING

        As per topic, the provider YODLEE is not working for the BANK FEED. It have been reported since 2023 Q3, and second report on 2023 Q4. now almost end of 2024 Q1, and coming to 2024 Q2. Malaysia Bank Maybank is NOT working. can anyone check on this issue?

      • Free webinar—Redefining workforce security with Zoho Vault: Passwords, passkeys, and multi-factor authentication

        Hi everyone! Did you know that in Q2 alone, 94 million data records were leaked globally? Behind every breach is a combination of poor password habits, phishing attacks, privilege misuse, and simple human error. The fallout—including reputational damage,

      • Zoho Sign product updates - Q3 2025

        Hello everyone! Q3 was all about AI. Here's the list of features and enhancements that have gone live, along with a list of what we have in pipeline for the last quarter: AI-powered agreement management Sending documents and authenticating recipients

      • Zoho sites header

        Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

      • Zoho Books Sandbox environment

        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

      • Quick Create needs Client Script support

        As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from

      • Kaizen #152 - Client Script Support for the new Canvas Record Forms

        Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

      • DNS set up

        I want to create an email with my company domain. When I tried to add new record with cloudflare it didn't work. The DNS record can't be manually added. I followed the instruction but still can't add it. Could you help?

      • Pocket from Mozilla is closing shop. Don’t lose your favorites . Move them to Zoho Mail Bookmarks now! 📥🔖

        The end of Pocket shouldn't mean the end of your important links and content. Easily import them into Zoho Mail's Bookmarks and continue right where you left off. You can bring over your entire Saves, Collections, and tags just the way they are. Bookmarks

      • General suggestions

        Hello, I've picked this forum as it is at the top of the list! :) First suggestion: A general forum for issues and comments that are not specific to a particular Zoho application. Second suggestion: Put a link on the home page to "Zoho Identity Access Manager" The first suggestion came about because I didn't know where to post the second! ;) Regards Mark

      • Can't upload attachments.

        I can't upload attachment in Zoho Mail.

      • Need Guidance on SPF Flattening for Zoho Mail Configuration

        Hi everyone, I'm hoping to get some advice on optimizing my SPF record for a Zoho Mail setup. I use Zoho Mail along with several other Zoho services, and as a result, my current SPF record has grown to include multiple include mechanisms. My Cloudflare

      • How use

        Good morning sir I tried Zoho Mail

      • Zoho Mail Desktop App Not Loading + Can’t Manage Multiple Accounts

        Hi everyone, I’ve been having ongoing issues with the Zoho Mail desktop app for the past few weeks. The app starts to load but gives up midway and never actually opens — there’s no error message, it just stops loading. The main reason I use the desktop

      • Error when sending emails from Zoho

        Hello, When trying to send an email from Zoho CRM I keep getting the below error: javax.mail.AuthenticationFailedException: 535 5.7.139 Authentication unsuccessful, the user credentials were incorrect. Any support on this will be much appreciated. Thanks,

      • Zoho Tables is now live in Australia & New Zealand!

        Hey everyone! We’ve got some great news to share — Zoho Tables is now officially available in the Australian Data Center serving users across Australia and New Zealand regions! Yes, it took us a bit longer to get here, but this version of Zoho Tables

      • Not all emails from outlook365 migrated to my new zoho account

        I recently setup a new email address hosted by zoho. I migrated all my folders and email from my Outlook365 account to my new zoho account, but not all my emails migrated. Looks like only the past 12 months, or so, made the move. How do I get the rest

      • Clients not receiving emails

        I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

      • Max numbr of IMAP Accounts in Zoho Mail?

        In Zoho mail, you can manage the inboxes of other accounts using IMAP (and POP, actually) https://www.zoho.com/mail/help/external-imap-accounts.html Is there a max to the number of inboxes we can add?

      • Formula Fields Trouble

        Hi,  I can't get even a simple formula field to work and must be doing something dumb. This formula: If(Len(Trim(${Quotes.Subject}))=0,1,2) Gives the error: You used the wrong type of data in an argument. Check what you entered between the parentheses of your functions to make sure you put the right kind of data in the right place. This formula: Len(Trim(${Quotes.Subject}))=0 Gives the error: Syntax Error. Check the examples for any functions you're using to see if you formatted them correctly. Make

      • OPTED FOR STORAGE BY DESCRIPTIVE MISGUIDANCE

        We've opened a domain with three mail ids and payment has also been processed now the bill raised is for single use ID with additional storage capacity. Kindly request you to modify the purchase.

      • How can I add a new organization on Zoho Campaign

        I want to create a new organization with my Zoho Campaign

      • White Label certificate

        Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

      • www.abc.com is working but abc.com is not

        I have my domain in godaddy. I have created a website using zoho sites and now I want to publish it and I tried doing it. Mapped the domain www.abc.com, abc.com. In godaddy changed the CNAME values. A, @ was parked and updated with zoho's IP address.

      • Split my account

        Hello, I recently bought an email service for a friend. But, looks like I used my personal account to buy the plan. Please split the account so that the email service stays in a different account than my personal account.

      • Have Mail Lite, wish to add/purchase 2nd domain and use email

        Hello, I have recently created two new businesses. I have successfully used Zoho to create a domain for one business and have set up two email addresses / users on that domain. I am trying to figure out how to create a second domain, just like I did the

      • Need support in setting up the company email and few other setups

        Need support in setting up the company email and few other setups

      • This mobile number has been marked spam.

        Dear zoho team, I am very happy to use zoho,because it india 🇮🇳 own app, but when we login into zoho account we facing some issue, please solve below issue ASAP. Add your mobile number As an added security measure for Accounts, you need to verify and

      • Add an external email to the allowed list

        I need to allow an external email to raise a ticket on Manage Engine ServiceDesk Plus. The external email is a outside of our domain and is not a domain user. The email address that needs to be allowed to raise a ticket request is noreply@formsatack.com.

      • Display name & account type change

        I made a mistake and subscribed with an individual account instead of business, how can I change the account type and enter the details of the business. The other question, if I can't, then I want the display name of our email to be 'Business name' instead

      • Request to change display name in Zoho mail

        Hello Zoho Mail Support, I am experiencing an issue with changing the display name on my Zoho Mail account. My email address is: info@witchcraftproduction.rs . I have already updated the display name in Settings > Mail Accounts, where it now shows as

      • Outbound IP address SPAM problem.

        Hello Zoho Support, We noticed that one of your outbound IP addresses (136.143.188.12), which delivers our domain’s mail, is currently listed on the UCEProtect blacklist. Because of this, our messages are sometimes flagged as spam by recipient servers.

      • Answer Bot and Personalized Questions

        Hi there, I have the same problem using the SalesIQ Answer Bot and the Zoho Desk Answer Bot (which really need different names, to be honest, in order to avoid confusion...) Customers that visit our website ask questions in the form of "What do you do?"

      • Forwarding

        How can I forward my Zoho account to my gmail account? Noël

      • Next Page