Respond faster and smarter with Zia in your IM Inbox

You’re in the middle of a busy chat queue. New messages keep popping up. One customer sounds upset. Another is asking a long list of questions. You need context. You need speed. You need help.

That’s exactly when Zia Insghts jumps into action.

It shows how the customer feels and tells you the main point of the conversation. You stay in one place. When agents feel supported, customers feel supported.

Let’s explore how Zia makes every conversation more human.

Understand your customer’s emotions instantly 

Feeling confused? Unsure whether your customers are upset or just curious? Don’t worry, Zia reads the sentiment of the conversation for you and displays it clearly using emojis directly in the IM interface:

1. 😊 Positive: happy, friendly, appreciative, supportive, satisfied, and grateful
   
2. 😐 Neutral: indifferent, objective, straightforward, clarifying, and formal
   
3. 😡 Negative: frustrated, angry, upset, impatient, disappointed, and demanding
   

 

You don’t need to guess what the customer is feeling, Zia highlights it right away so you can adapt your tone and respond with empathy. Once you understand how the customer feels, the next question is: What’s actually happening in this conversation?

That’s where Zia’s conversation summaries step in.

  

Get the full picture in seconds with conversation summary   

Let’s be real, scrolling through a 50-message thread while the customer is pressing you for a quick resolution is unpleasant.

Zia automatically analyzes every conversation and generates a short, crisp summary of what’s happening. You’ll instantly know the key contextual details and understand the current status. You can even regenerate summaries based on time frames using filters like Last 1 hour, Last 4 hours, or Today.

Now that Zia understands both the tone and the context of a conversation, it’s ready to take action.

From summary to action: Zia turns insights into responses   

Here’s the best part: Zia creates summaries directly from your customer conversations to ensure they reflect the most recent interactions and tone. Then, based on these summaries, Zia analyses and provides intelligent solutions using both your organization's knowledge base and generative AI.

If one agent follows up with a customer and the customer isn’t available, there’s no need for handover confusion. When a new agent takes over, they can quickly review the summary using filters (like time-based summaries) to understand what’s already happened. With that context, the new agent can respond promptly and confidently, without having to re-read the entire conversation.

 

How Zia empowers agents

Zia gives agents the confidence to jump into any chat knowing they have the right context and the right words ready to go.

Here’s how Zia makes every day smoother:

1. Reduces stress by eliminating the need to search endlessly for context or answers
   
2. Helps agents respond with empathy by understanding sentiment instead of guessing the mood
   
3. Saves minutes with instant conversation summaries
   
4. Lets agents focus on solving problems and building stronger customer relationships
   

When agents feel supported, customers feel heard, and every conversation becomes smoother for both sides.

Not seeing Zia in your IM Inbox? 

First, take a quick look at your right-side panel. If Zia isn't visible, check the following:

1. Ensure Zia features are enabled in Setup > Zia
   
2. Confirm your plan supports Zia in the IM Inbox (Enterprise editions)
   
3. Check with your admin to ensure you have appropriate access permissions
   
4. If Zia is still unavailable, reach out to your admin or support team for assistance.
   

Have questions or success stories?

Drop them below! We love hearing how Zia is making your support experience better.

 

Regards,

Prabin | Zoho Desk

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