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
Hi, I’m having issues sending emails from my custom domain email address. When I send emails to Outlook addresses, I receive an “Undeliverable 505” error. However, emails send and receive correctly when I use Gmail. This is important for my business,
With SMS-based MFA methods being discontinued, there is now no way to have mutliple MFA methods. I'd like to add my zoho account on two seperate phones using the Google Authenticator app. In the https://accounts.zoho.com/home#multiTFA/modes you can only
I noticed that there's a missing information in documentation to reuse a standalone function and it is because the parameters require an argument. Here is my code and it is working. response = invokeurl [ url: "https://people.zoho.com/api/v3/function/sample/execute"
hello, i added all MX values in my shopify DNS - it shows those values on the shopify panel + your toolkit. I tried to send some email and it works, however on my gmail it says they cant verify this email. When i try to answer into my domain's email -
I am currently managing a content-based website, and I use Zoho Mail for handling contact forms, user queries, and collaboration emails. One challenge I am facing is organizing incoming emails efficiently, especially when messages come from different
I help manage about 20 associations and I'm looking for a way to centralize them in one place. Does Zoho Mail pro or enterprise support 20-30 domains for 3-5 users each?
I'm trying to create a filter that will upload attachments in emails and the e-mail body to a folder in workdrive. I am able to do one or the other (attachment, or e-mail content), but not both. I first tried it using the "Email (EML) + attachment" option.
Sir, I have an account , where a domain mycityestate.in is added for Zoho email , now it is hard for me to manage email because i have forgotten the Email account and password registered with Admin Panel of Zoho. Just need email name which is registered
Anyone else notice Zoho MCP no longer works with Claude? I'm unable to turn this on in the claude chat. When I try to toggle it on, it just does nothing at all. I've tried in incognito, new browsers, etc. - nothing seems to work.
We have a custom-domain mapped help center that is not restricted via login. I have some questions: a) will a robots.txt file still allow us to control indexing? b) do we have the ability to edit the sitemap? c) do category URLs get indexed by search
I've setup a connection with Zoom in the CRM. I'm using this connection to automate some registrations, so my team doesn't have to manually create them in both the CRM and Zoom. Connection works great in my function until the token expires. It does not refresh and I have to manually revoke the connection and connect it again. I've chatted with Zoho about this and after emailing me that it couldn't be done I asked for specifics on why and they responded. "The connection is CRM is not a feature to
You might have noticed the constant updates to Zoho Sheet of late. Here are 3 more features that have been added to Zoho Sheet recently: F4 - Repeat Last Action Insert Cut/Copied Rows and Columns Insert Hyperlink Here is a screen cast demonstrating each of these features. Read further below to learn more about these new features. F4 - Repeat Last Action: You can now repeat the last action you made on your spreadsheet by using the keyboard shortcut, F4. It is quite handy and helps you get your work
I need to access my Zoho mail via the iPhone Mail app. I have entered the login name, password and the incoming and outgoing servers, which my Mail Settings page says are imappro.zoho.com and smtppro.zoho.com. The iPhone keeps saying it cannot authenticate.
Hi all, We wants to put an background image behind all our email templates. Is there a way to import this thru html. If i put the option background image in <body style="background-image:...</body> and i look to the preview it shows our background, but
I know I can see the emails I have sent and received on a Contact detail view, but I want to be able to see all the emails that have been sent and received between all an Accounts Contacts on the Account Detail view. That way when I see the Account detail
Hello, I have set up our CRM so that a Workdrive folder is automatically created for each Deal via workflow, this adds the id of the folder into a dedicated field. We also have a field on each Deal called 'Approved Layout', which is a file upload field.
How can I delete a memorized email address? Even though the address has been deleted from Contacts, Zoho mail still auto suggests the address when typing it into the TO field. Thanks!
Hello Since today, we experience issues with the ZeptoMail API. When trying to send e-mails using: https://api.zeptomail.eu/v1.1/email we receive the error: (503) Site unavailable due to a traffic surge. Please try again shortly. I kindly ask you to identify
Hi there, Can you please assist me in getting the right domain settings? I just renewed my domain subscription, after expired and i got error: 553 Relaying disallowed. Invalid Domain - gzkcompany.ro Zoho mail can receive emails, but its impossible to
Thank you for your reply. I am testing Zoho Mail from Brazil with the tenant bigbanghawking.com (endpoint: mail.zoho.com) and we are currently on the Premium trial that expires 21/01/2026. Before deciding whether to pay or cancel, I need written confirmation
Hello, I've been trying to work on an automatization project lately and I find it difficult to work with this strict structure. To be more explicit, if i would like to get all users participating in a project i would need to get all projects first. Same thing with projects. If i want to get all projects, I would need to get all portals first. The problem with this aproach is that it consumes a lot of time and resources. I want to ask if there is another way of getting
السلام عليكم ورحمة الله وبركاته وبعد من أمس وانا احاول السداد للدومين YELLOWLIGHT ولا اتمكن من السداد اقوم بتعبئة جميع البيانات ولكن دون جدوى يطلع لى حدث خطأ ما
Hi users, We're pleased to introduce captions, table of tables and figures, and cross-references in the document editor within Zoho Office Integrator. These features allow you to structure documents efficiently and simplify document navigation for your
Si todavía no te has hecho con tu entrada para nuestros Workshops Certificados del próximo 26 y 27 de marzo o, por el contrario, estabas esperando que confirmáramos dónde los celebraremos, ¡este post es para ti! 📍¿Dónde nos vemos?📍 Nuestros Workshops
Hello everyone Greeting, I had a problem in assigning user in marketing automation, when I try to add it I see this error: (User is already present in another account error) what should I do?
I opened a free personal Zoho email account and am concerned that when I enter an email address in the "To", "CC", fields, it changes to a simple first name. This might work well for most people however I do need to see the actual email addresses showing
Hello everyone, Welcome to Zoho POS’s monthly updates, where we share our latest feature updates, enhancements, events, and more. Let’s take a look at how January went. Sort and resolve conflicts Conflicts are issues that may arise when registers and
Outlook is blocking all emails sent from the Zoho server. ERROR CODE :550 - 5.7.1 Unfortunately, messages from [136.143.169.51] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3150). It looks
Hi, I am unable to allow users to collaborate in Shared email folders: User 1 shares a folder let's say "SharedTopic" with full permissions Users 2 and 3 can see this folder but are unable to add emails to this folder or search in this folder. For example,
I'm hoping to see this feature to be available but couldn't locate in anywhere in the trial version. Is this supported? The main aim to go to ERP is to have visibility of the multi-organisation in once place. I'm hopeful for this.
The most often used file formats for users to manage crucial data are OLM and PST files. PST files keep a copy of data on the configured system from Outlook, while the OLM file contains the Mac Outlook data items, which are only accessible with Outlook
Hi, During searching emails the web tool does not always propose the auto-completion of the saved emails. As a result I either have to go to contacts and look up the exact email, or the exact full name including the middle name and any dots, which is