Optimization of Zoho Desk Ticketing using WhatsApp Integration and Chatbot
Budget: $35 – $60 USD
We're running a Zoho Desk ticketing setup integrated with the WhatsApp IM channel, using a Guided Conversation (GC) chatbot to triage incoming messages across 5 services (Sales, Logistics, Medical, Finance, Other) in both English and Arabic. The core flow works, but we're looking for an experienced second pair of eyes to help us close gaps and extend it.
What we need help with:
- Discovery & Process Review — Audit our current GC flow and routing logic via Loom walkthroughs/screenshots (no account access granted) and deliver a written report with recommendations.
- GC Flow Robustness — Fix reselection loops, End block placement, timer conflicts (ticket SLA vs GC wait vs user inactivity), and offscript input handling.
- CSAT Survey Automation — Bilingual twice-yearly survey, sent only to users who interacted on the target date.
- VIP Chatbot Flow — Separate GC flow for repeat customers, including custom API integration (feasibility to be confirmed in M1).
Who we're looking for: Demonstrated hands-on experience with Zoho Desk and Guided Conversations. This is not a project to learn Zoho on — bids from freelancers relying on tutorials during paid sessions will be terminated without payment.
Before bidding, please review the attached project brief — it contains the full milestone breakdown (including individual milestone budgets and deadlines), acceptance criteria, and the complete Rules & Terms you'll be agreeing to. Confirmation of these terms in Freelancer.com chat is required before award.
To confirm you've read the brief, start your bid with the word 'CNC'. Bids that don't include this will be ignored."
What we need help with:
- Discovery & Process Review — Audit our current GC flow and routing logic via Loom walkthroughs/screenshots (no account access granted) and deliver a written report with recommendations.
- GC Flow Robustness — Fix reselection loops, End block placement, timer conflicts (ticket SLA vs GC wait vs user inactivity), and offscript input handling.
- CSAT Survey Automation — Bilingual twice-yearly survey, sent only to users who interacted on the target date.
- VIP Chatbot Flow — Separate GC flow for repeat customers, including custom API integration (feasibility to be confirmed in M1).
Who we're looking for: Demonstrated hands-on experience with Zoho Desk and Guided Conversations. This is not a project to learn Zoho on — bids from freelancers relying on tutorials during paid sessions will be terminated without payment.
Before bidding, please review the attached project brief — it contains the full milestone breakdown (including individual milestone budgets and deadlines), acceptance criteria, and the complete Rules & Terms you'll be agreeing to. Confirmation of these terms in Freelancer.com chat is required before award.
To confirm you've read the brief, start your bid with the word 'CNC'. Bids that don't include this will be ignored."