{"id":3415,"date":"2026-09-05T18:57:54","date_gmt":"2026-09-05T13:27:54","guid":{"rendered":"https:\/\/www.msgclub.net\/blog\/?p=3415"},"modified":"2026-09-05T19:28:21","modified_gmt":"2026-09-05T13:58:21","slug":"msgclub-connect-for-zoho-desk-user-guide","status":"publish","type":"post","link":"https:\/\/www.msgclub.net\/blog\/msgclub-connect-for-zoho-desk-user-guide\/","title":{"rendered":"MsgClub Connect for Zoho Desk \u2014 User Guide"},"content":{"rendered":"\n
How to send Email, WhatsApp and SMS to your ticket\u2019s contact \u2014 day-to-day use.<\/p>\n\n\n\n
MsgClub Connect lets your support team message a ticket\u2019s contact over Email<\/strong>, WhatsApp<\/strong> and Text SMS<\/strong> \u2014 without leaving Zoho Desk. You can send one message, send in bulk, or let Alert Rules<\/strong> send messages automatically. This guide walks through each screen. A short line above every picture<\/strong> explains what that screen shows.<\/p>\n\n\n\n
1. SEND A MESSAGE FROM A TICKET<\/strong><\/h2>\n\n\n\n
First, open the ticket you want to reply to.<\/p>\n\n\n\n
Your Zoho Desk ticket list<\/strong>. Open any ticket to message its contact.<\/p>\n\n\n
\n
\n\n<\/figure>\n\n<\/div>\n<\/div>\n\n\n
Inside the ticket there are two ways<\/strong> to send \u2014 both do exactly the same job (Email, WhatsApp or Text SMS). Use whichever is handier:<\/p>\n\n\n\n
\n
MsgClub Connect Subtab<\/strong> \u2014 a wide tab in the middle<\/strong> of the ticket. Good when you want more room to write.<\/li>\n\n\n\n
MsgClub Connect Send panel<\/strong> \u2014 a compact panel on the right<\/strong> side of the ticket (the marketplace panel). Good for a quick message.<\/li>\n<\/ul>\n\n\n\n
In both, the contact\u2019s name, email and phone fill in automatically. The two red boxes below point them out.<\/p>\n\n\n\n
Inside a ticket \u2014 the two ways to send<\/strong>. Box 1<\/strong> is the MsgClub Connect Subtab<\/strong> (middle); box 2<\/strong> is the MsgClub Connect Send<\/strong> panel (right). Both have Email<\/strong>, WABA<\/strong> and Text SMS<\/strong> tabs.<\/p>\n\n\n\nMsgclub Connect Ticket Detail<\/figcaption><\/figure>\n\n\n\n
Choose a channel, pick a template (or type your message), then send:<\/p>\n\n\n\n
Email<\/strong> tab with a template chosen. The subject and message fill in automatically, with the contact and ticket details already merged in. Edit if needed, then send.<\/p>\n\n\n\nMsgclub Connect Ticket Detail EmailTab<\/figcaption><\/figure>\n\n\n\n
WABA (WhatsApp)<\/strong> tab. Search and pick one of your approved WhatsApp templates (they are named starting with zoho_desk).<\/p>\n\n\n\nMsgclub Connect<\/figcaption><\/figure>\n\n\n\n
After picking a WhatsApp template, the recipient and the template variables ({{1}}, {{2}}\u2026) are pre-filled from your saved mapping. Check the values, then click Send WhatsApp<\/strong>.<\/p>\n\n\n\nMsgclub Connect Ticket Detail Waba Template<\/figcaption><\/figure>\n\n\n\n
Text SMS<\/strong> tab. Pick a DLT-approved SMS template; the sender ID and variables fill in from your mapping. Click Send SMS<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
A copy of every message is logged onto the ticket, so your team can see what was sent.<\/p>\n\n\n\n
2. OPEN THE MSGCLUB CONNECT APP<\/strong><\/h2>\n\n\n\n
Bulk Send, Alert Rules, and all your templates live in the full MsgClub Connect<\/strong> app. Open it from the top menu<\/strong> in Zoho Desk \u2014 click MsgClub Connect<\/strong> (it may sit under the \u201cmore\u201d menu \u2261 next to the other tabs).<\/p>\n\n\n\n
The Zoho Desk top menu<\/strong>. Click MsgClub Connect<\/strong> to open the full app <\/p>\n\n\n\n<\/figure>\n\n\n\n
3. EMAIL TEMPLATES<\/strong><\/h2>\n\n\n\n
Create your common emails once (payment reminder, ticket update, thank-you\u2026) and reuse them from any ticket or in Bulk Send.<\/p>\n\n\n\n
Email Templates<\/strong> screen. Your saved templates are on the left. Click + Create Template<\/strong> (top-right) to start a new one.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Enter a Template Name<\/strong> and Subject<\/strong>, then write the Message<\/strong>. Placeholders like ${Contacts.First Name} fill in automatically for each contact.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Use Insert Placeholders<\/strong> to add ticket and contact fields into the subject or message.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Preview<\/strong> shows how the email will look with the placeholders in place. Then click Save<\/strong> \u2014 the template appears in the left list, ready to use from any ticket or in Bulk Send.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Before you can send a WhatsApp template, map its blanks to ticket fields and save it once.<\/p>\n\n\n\n
WABA Template<\/strong> screen. Your approved WhatsApp templates (named starting with zoho_desk) are listed on the left. The info box explains the naming rule \u2014 click Refresh<\/strong> after new templates are approved.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Pick a template to map its blanks. Each {{1}}, {{2}}, {{3}} is a blank you fill with a fixed value or a ticket field.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Click Insert field<\/strong> to choose a ticket field (Ticket Id, Subject, Status, Contact name\u2026) for a blank.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Mapping done \u2014 {{1}} \u2192 Contact First Name, {{2}} \u2192 Ticket Id, {{3}} \u2192 Organization Name. Click Update saved template<\/strong>. Saved templates show a green Saved<\/strong> tag and are ready to send.<\/p>\n\n\n\n<\/figure>\n\n\n\n
5. TEXT SMS TEMPLATES<\/strong><\/h2>\n\n\n\n
Same idea as WhatsApp \u2014 map each blank of your DLT-approved SMS template and save it once.<\/p>\n\n\n\n
Text SMS Template<\/strong> screen. Your DLT-approved SMS templates (named starting with zoho_desk) are listed. Same naming rule and Refresh<\/strong> as WhatsApp.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Pick an SMS template and map each blank (Variable 1, 2, 3<\/strong> \u2014 each up to 40 characters) to a fixed value or a ticket field. A live Preview<\/strong> shows the final text.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Mapping done and saved \u2014 variables mapped to Contact First Name, Ticket Id and Case Owner. Click Update saved template<\/strong>; it shows a green Saved<\/strong> tag.<\/p>\n\n\n\n<\/figure>\n\n\n\n
6. BULK SEND (MANY TICKETS AT ONCE)<\/strong><\/h2>\n\n\n\n
Send the same message to many contacts in one go. Tick the tickets on the left, choose a channel and template on the right, then send. Each contact still gets their own personalised copy.<\/p>\n\n\n\n
Bulk Send<\/strong> screen. On the left, tick the tickets you want (or use Select all<\/strong>). On the right, choose the channel \u2014 Email<\/strong>, WABA<\/strong> or Text SMS<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
9 tickets selected.<\/strong> On the Email tab, pick a template or write the message; placeholders fill in for each contact.<\/p>\n\n\n\n<\/figure>\n\n\n\n
WABA<\/strong> tab in Bulk Send \u2014 search your approved WhatsApp templates to send to everyone selected.<\/p>\n\n\n\n<\/figure>\n\n\n\n
A bulk email<\/strong> ready to go: the From<\/strong> address is set, the Ticket Received<\/strong> template is loaded, and the message is personalised with each contact\u2019s name and ticket number. Click Send<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
A bulk WhatsApp<\/strong> ready to go: template chosen and variables mapped to ticket fields; each recipient\u2019s values resolve at send. Click Send WhatsApp<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
A bulk SMS<\/strong> ready to go: DLT template chosen, sender ID shown, and variables mapped to ticket fields. Click Send SMS<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Set up rules so messages send on their own \u2014 for example, a reminder one day before the due date. You define the rule once and the extension handles it.<\/p>\n\n\n\n
Create a rule.<\/strong> Click + New rule<\/strong>, choose a Rule type<\/strong> (e.g. Ticket reminder), give it a name (e.g. \u201cDue-Date Reminder\u201d), then Create rule<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Schedule<\/strong> tab. Set when<\/strong> the message goes out \u2014 for example 1 day Before the due date at 10:00<\/strong> \u2014 and pick a channel and template. You can add more days in any order.<\/p>\n\n\n\n<\/figure>\n\n\n\n
The same step with two channels<\/strong> chosen \u2014 an Email template and a WhatsApp template \u2014 so both go out on that day.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Audience<\/strong> tab. Choose which<\/strong> tickets the rule runs on by status (Open, On Hold, Escalated\u2026). The screen shows how many tickets currently match.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Preview on real tickets.<\/strong> See exactly who would get a message, on which channel, and when. Send test<\/strong> sends one real message to yourself so you can check it.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Turn the rule on with the Rule is live<\/strong> switch and Save<\/strong>. The rule now shows LIVE<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Delivery log<\/strong> tab. Shows what this rule has sent. The full request and response is in the API Log<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
Alert Rules run while the MsgClub Connect widget is open. Keep the tab open for scheduled reminders to fire.<\/p>\n\n\n\n
8. API LOG (SEE WHAT WAS SENT)<\/strong><\/h2>\n\n\n\n
API Log<\/strong> lists every message the extension sent \u2014 channel, template, recipient and status. Click a row for the full request and response. Logs auto-clear after 24 hours. Your Auth Key is never shown here<\/strong>.<\/p>\n\n\n\n<\/figure>\n\n\n\n
This guide shows how to use<\/strong> the extension day to day. For installation and setup (installing, authorizing, and entering your Auth Key), see the Admin Guide<\/strong>. For more help, see the Help Document<\/strong> or write to support@msgclub.net (support). For sales, contact sales@msgclub.net.<\/p>\n","protected":false},"excerpt":{"rendered":"
How to send Email, WhatsApp and SMS to your ticket\u2019s contact \u2014 day-to-day use. MsgClub Connect lets your support team message a ticket\u2019s contact over Email, WhatsApp and Text SMS \u2014 without leaving Zoho Desk. You can send one message, send in bulk, or let Alert Rules send messages automatically. This guide walks through each … <\/p>\n
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