Chat history - Zoho SalesIQ
Viewing Visitor's Conversation History
You can access the archives of all activity from your live chat customer support operation by navigating to the Chats module on the left side of you SalesIQ dashboard.
Benefit of Chat History
The conversation history provides a comprehensive snapshot of your customer's profile and interactions with operators. This valuable resource enables you and your team to understand each visitor's interests, allowing you to tailor ongoing conversations accordingly. Ensures a seamless experience, even when different operators handle the visitor's chat on various occasions. Furthermore, you can monitor missed chats and subsequently reach out to visitors or send follow-up emails. Additionally, the chat transcripts between your operators and visitors can be reviewed in case any issues arise, offering a reference point for addressing concerns.
Exploring past conversations
You will encounter the chats list in the Chats section, with the most recent ones appearing at the top. As you scroll down, you can access earlier conversations. Each chat entry presents the visitor's name and email address, query, timestamp of chat submission, and operator handling their live chat offline request.
Filtering Your Visitor's Chat History
To customize your chat viewing experience, utilize the Filter drop-down menu at the top-right corner. You can refine your chat history based on criteria such as operator, status (closed, attended online, attended by email address, or missed), department, embed, or date. Additionally, you can explore different chat categories, including Active, Missed, Reopened, Closed, and Monitored chats, and apply filters to tailor your view according to your preferences.
Categories:
- Active chats: This category will contain a list of all the chats that are currently active/ongoing.
- Missed chats: This category will contain a list of all the chats that have been missed by operators so far.
- Reopened chats: This will contain the list of chats that were closed and then reopened for a follow-up or a new query.
- Closed chats: This will contain a list of all the completed chats
- Monitored chats: This will contain a list of all chats that were monitored by another operator(Administrators/Supervisors).
- Chats in queue: This will contain all the chats that are in queue and yet to be picked up by your operators.
Viewing the conversation history
To access the transcript of a specific closed conversation, click on that Closed chats. You can also find visitor information and a notes section through icons in the top-right corner. If, after reviewing the transcript, you decide to send the visitor an email (only if the visitor provided with email address), you can click the Send Email button to open a message composition box where you can proceed to send your message.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Calls history in SalesIQ
In the Calls section, you can see the list of calls you or your operators initiated or received from the visitors. To access Calls information from other pages, you will just have to click on the Calls tab in the panel on the left of your Zoho ...Advanced visitor identification settings
Send proactive messages to visitors Proactive Chat Window appears when you click on a visitor on the tracking view. It holds the collection of various details about the visitor that can give you an overview on the specific visitor before initiating ...Visitor Info Cards
Visitor info cards are used to collect type-based information like name, email, phone, website, etc. from the visitor and store them as per the requirement. Channel compatibility and limitations All visitor info cards are supported in Facebook, ...Conversation Monitor
Conversation Monitor allows you to oversee chat and call conversations between your operators and visitors. Using this feature, you can supervise and coach your agents, and also specify the type of chat conversation which you would like to monitor. ...Visitor Routing
What is Visitor Routing? The process of separating and routing the visitors on your website to specific operators with the help of specific filters and rules is called Visitor Routing. For example, if the majority of your customers are from the ...
New to Zoho LandingPage?
Zoho LandingPage Resources