Zoho Desk: September 2024 Instant Messaging Enhancements
Good communication is essential for any successful business relationship. With these new features and updates in Instant Messaging, you can strengthen connections and improve how you interact with customers. Zoho introduced more ways for you to stay connected!
Facebook Messenger and Instagram Integration
Zoho Desk now supports Facebook Messenger and Instagram, allowing you to manage your Meta Business Page along with other channels all in one place.
As one of the most popular messaging platforms, Facebook Messenger helps you communicate easily with your customers and maintain your brand's presence on social media.
Instagram
Now, you can manage your Instagram messages right from your instant messaging inbox. Use familiar features like blueprints, business hours, and more to assist customers.These integrations allow you to link your business account with Zoho Desk, streamlining customer conversations on these widely used platforms.
Now, you can manage your Instagram messages right from your instant messaging inbox. Use familiar features like blueprints, business hours, and more to assist customers.
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 to Meet Your Needs Integrate Zoho Desk’s native Business Messaging widget across your websites and apps. Customize it to match your brand’s look and feel, making it easier to switch between bots and agents while offering personalized experiences. Whether used independently or with the ASAP help widget, you can manage all customer interactions within the Instant Messaging module.
Personalize your messenger for both web and mobile platforms, helping you engage with a wider audience. Set it up easily, and it’s flexible enough to grow with your business.
Enhancements in WhatsApp
Multi-WABA Support
We now support multiple WhatsApp Business Accounts (WABA) on the Instant Messaging platform. Each account needs a verified phone number, and you can manage all from Facebook Business Manager.
WhatsApp Credits Insights
Track how you use your WhatsApp credits with an easy-to-read, color-coded graph that helps you identify conversation trends and patterns.
Track how you use your WhatsApp credits with an easy-to-read, color-coded graph that helps you identify conversation trends and patterns.
Blended Conversations Across Channels
Experience seamless Bot messaging across channels like Facebook Messenger, Instagram, Telegram, and LINE with guided conversation flows.
Experience seamless Bot messaging across channels like Facebook Messenger, Instagram, Telegram, and LINE with guided conversation flows.
Business Hours Feature
Customize business hours for different teams, making it easy to manage customer expectations. Set automatic offline messages when your team is unavailable.
Customize business hours for different teams, making it easy to manage customer expectations. Set automatic offline messages when your team is unavailable.
Enhanced Instant Messaging Inbox The Instant Messaging inbox now offers better tools and features for managing conversations and responding to messages more efficiently.
Webhooks and APIs
Easily set up webhooks for all incoming and outgoing messages across different channels, and do more with the Instant Messaging APIs.
Easily set up webhooks for all incoming and outgoing messages across different channels, and do more with the Instant Messaging APIs.
WhatsApp for Business Promotion Send Bulk WhatsApp Messages
Agents can now send bulk WhatsApp messages to contacts directly from the Contacts module. It’s an effective tool for marketing and customer engagement.
Quick Action for WhatsApp
Send a WhatsApp message to any contact with just a quick action. Every time you message a new contact, Zoho Desk automatically creates a new record in the Contacts module.
Unified Messaging Across Channels
IM Conversations in Ticket Threads
All Instant Messaging conversations are now organized into ticket threads, so you can easily manage messages from different channels in one place.
Reply to IM Tickets
Agents can seamlessly respond to customer messages across various platforms, keeping a unified view of all conversations.
Agents can seamlessly respond to customer messages across various platforms, keeping a unified view of all conversations.
Easily Assign Agents
You can now easily assign agents to manage different messaging channels in Zoho Desk, making it simple to keep everything organized.
You can now easily assign agents to manage different messaging channels in Zoho Desk, making it simple to keep everything organized.
IM Automation
Blueprints now automate actions for Instant Messaging conversations, helping your team manage tickets more efficiently and ensuring a smooth process.
Blueprints now automate actions for Instant Messaging conversations, helping your team manage tickets more efficiently and ensuring a smooth process.
Customer Satisfaction Ratings
You can now request feedback from customers through surveys after conversations on platforms like WhatsApp, Facebook Messenger, Instagram, Telegram, and LINE.These improvements in business communication help you resolve issues faster, increase customer satisfaction, and drive your business growth.
You can now request feedback from customers through surveys after conversations on platforms like WhatsApp, Facebook Messenger, Instagram, Telegram, and LINE.
For more details contact pfc-group.com
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