MessageBird Multichannel Tickets for Zoho Desk


Communicate with your contacts through multiple messaging social media platforms

About

This application uses Messagebird API to connect with different channels like SMS, WhatsApp, Instagram, Telegram, Messenger, etc from inside Zoho Desk. Since there are many social media channels available nowadays, it will be difficult to install and use different plugins for each channel. Hence, this messaging app has been developed to connect all these channels. It helps to send and receive messages from multiple channels inside Zoho Desk. The extension can be installed and can be set up instantly in a few minutes in Zoho Desk. In addition, all available features are listed on a single page and configuration can be done in a few easy steps.

Pre -requisites for app installation

  • Should have Zoho Desk account

  • Should have a Messagebird account

  • Should have approved WhatsApp number and WhatsApp templates from Messagebird in case the WhatsApp channel is going to be used.

  • Should have created channels in Messagebird before proceeding to use the extension (Example: SMS channel, Instagram channel, etc..)

Features

  • Create tickets for incoming messages

  • Send reply messages through tickets

  • Initiate conversations from Zoho Desk

  • Send instant Messagebird message from Zoho Desk

  • Send messages from the tickets and customers module in Zoho Desk

  • Create and manage templates

  • View all the conversations made through the Messagebird account under Messagebird Inbox.

Application Installation

Step 1: Go to Zoho marketplace and search for the application "Messagebird Multichannel Tickets for Zoho Desk" and "Install" it in your account.

Step 2: Select the check boxes by agreeing to the terms and conditions and click the "Install" button.

Step 3: Now you will be re-directed to the extension general settings page. Select the department and profiles to access the application. Select the check box and click the "Install" option.

This is the installation steps of the application.

Application Configuration

Step 1: Click the two lines at the top and click the Messagebird Inbox option.

Step 2: Now, sign in to Ulgebra using your Zoho Desk mail ID. You can either sign in with the google or email option.

Step 3: Select your Zoho account DC from the drop-down and click the "Authorize Now" option to authorize your Zoho account.

Step 4: Click "Accept" to confirm the authorization.

Step 5: Now, you have to authorize your Messagebird account. Click the "Get here" option to get your Messagebird live access key and click "Authorize" button to authorize your Messagebird account.

Step 6: Copy the live API key from the Messagebird dashboard and paste it in the required space to authorize the Messagebird account.

Step 7: Now, select the department to which the tickets has to be assigned from the drop-down.

Step 8: You can view all your Messagebird channels listed where you can either enable or disable the required channels in order to configure incoming messages only from specific channels.

Step 9: You can also use the "Go to Field Mapping" option to map the Messagebird values with Zoho Desk fields.

This is how you configure the Messagebird account with the Zoho Desk account.

Application working

1) View incoming messages as tickets inside Zoho Desk

Step 1: Whenever a new message is received from a new person, a ticket will be created in Zoho Desk. You can view the message added as comments inside the ticket.

Step 2: To send a reply to the message, use the Send Messagebird Message option available inside the ticket.

Step 3: The other way to send a reply is to add a public comment to the ticket.

2) Send instant messages from Zoho Desk

Step 1: Click the marketplace option available at the bottom and click the "Send Quick Messagebird Message" option.

Step 2: Now, select the sender, add the recipient and send the message from the Zoho Desk.

3) Send messages from the ticket and customers module in Zoho Desk

Go to any of the customers or tickets in Zoho Desk and click the option available at the top right and send quick/instant messages.

4) Messagebird Inbox and different views

Go to the Messagebird inbox in Zoho Desk and click the drop-down at the top to view the different types of views and the App settings page.

Form View - Using this view, you can initiate conversations to one or more customers at once

  1. Select your Sender(MessageBird Channel).

  2. Use the "Add Recipients" option to add single or multiple numbers. You can either search and add contacts or enter the numbers manually.

  3. Enter your default country code value which will be used for sending messages to numbers that don't have any country code in them and select the appropriate conditions from the drop-down. Without a country code, the messages will be failed. The various options to be selected are:

i) Do not add Country code

  • If you have a country code for all the numbers, you can select this option.

ii) Add for all phone numbers :

  • If all the numbers entered don't have any country code you can select this option which will add the country code for all your numbers.

iii) Add if phone number starts with 0

  • In case you have phone numbers saved with 0 (usually applies for abroad numbers) you can select this option.

iv) Add if phone number does not start with country code

  • In case only some of the numbers don't have any country code in them, you can select this option which will add country code only for the numbers which don't have a country code in it and ignore the ones which already have country code in it.

  1. In the case of sending SMS you can either type your own customized messages or else you can select the template for sending.

  2. For initiating WhatsApp conversations you are only allowed to send MessageBird-approved Templates to your customers.

  3. You can also use in-built emojis in text messages.

  4. After entering the message, click the "Send SMS" option.

Conversations view - Under the conversations view, you can able to view all the messages you have sent and received using your MessageBird channel under a single roof.

  • Select the sender to filter the conversations related to the selected Sender(Messagebird channel).

  • You can also search for the phone number to view the specific conversations.

  • Select any conversation and view all the messages you have sent and received to the specific user.

  • You can send replies directly from the conversation view and make one-to-one conversations with your customers. You can also able to send attachments and add emojis along with your messages.

  • In WhatsApp conversations, you can able to view the "Read" status and "Delivered" status of your messages.

  • In SMS you can able to view the "Delivered" status of your Messages.

  • Multiple channel messages are differentiated by their specific chat icon.

App settings - Under app settings, you can view the various options available in one place and can be changed and re-configured at any time.

  1. App Subscription - View your subscription details

  2. Manage App users - Add users and use shared credentials with users

  3. Incoming events sync - Manage incoming messages from different Messagebird Channels

  4. Field Mapping for Sync - Map Messagebird values with Zoho Desk fields

  5. Message Notifications - Get desktop notification of incoming messages

  6. Re-authorize Messagebird and Zoho Desk account

  7. View app usage analytics inside Zoho Desk

  8. Reset app configuration - Reset or delete all records and configurations

5) Field mapping feature

Step 1: Click the "Field Mapping for Sync" option from the app settings page and then create a new mapping by clicking the "Create New Field Mapping" option.

Step 2: Give a name to the mapping and select the event type from the drop-down for which the field mapping needs to happen.

Step 3: Select any one of the Zoho Desk module from the drop-down to sync the values. And, select the triggered event.

Place the cursor in the text box against the Zoho Desk field values on your left and select the Messagebird field values to be mapped to those Zoho Desk fields. Click the "Close" option to close the Messagebird field values displayed.

Step 4: Once you have mapped all the required values, click the "Save Field Mapping" option to save the configured mapping. Once saved, the values will be added to the Zoho Desk fields as per the configuration for all the upcoming messages of the selected event type.

Step 5: Now you can view the saved field mapping and the number of fields mapped. You also have additional options like "Edit", "Duplicate" and "Delete" the created mapping.

6) Create and Manage templates inside Zoho Desk

Step 1: Go to any of the form/chat/conversations views and click the "Insert Template" option. Now, click the "Add New Template" option to create a new template.

Step 2: Enter the template name, template message content and use the "Save Template" option to save it. You can also use the user fields, emojis or attach file option if required. Once saved, you can access the template later for sending out messages.

7) Get desktop notifications for incoming messages

Step 1: Click the "Message notifications" option in the App settings.

Step 2: Enter the mail ID of the user to whom you want to receive the incoming notifications for the messages on their desktop at the given space. After entering the mail click "Add user".

Note: Enter the Zoho Desk mail ID of the user they have used for signing in to Ulgebra account in the process.

Step 3: After adding the user you can copy the "Subscriber invite link" and share it with the respective user for configuring the incoming message notifications on their desktop.

Configuration on user system:

  • The user has to copy the link and paste it into their chrome browser.

  • Sign in to Ulgebra using the mail ID invited by the admin to receive notifications.

  • Once signed in using your Zoho Desk mail ID, enable the option "Receive local notifications".

  • And click "Start receiving notifications on this browser".

Once it is done you can able to receive notifications for the incoming messages inside your browser.

8) Use shared Messagebird account with users

On the admin system:

  • Click the "Manage App Users" option on the App settings page.

  • You can add the Zoho Desk users/agents who can use your MessageBird account for sending messages.

  • You can able to view the list of all Zoho Desk users/agents and you can add them using the "Add" button.

On the user system:

The user/agent while authorizing the MessageBird account, can either use the account shared by their admin or else they can use their own account for sending messages. To configure their own account click on the "Use another account" option.

This is all about the installation and working of the "Messagebird Multichannel Tickets for Zoho Desk" application.