Zoho SalesIQ FAQs

Zoho SalesIQ offers your marketing, sales, and support teams the digital customer engagement tools to communicate with every site visitor at every stage of the customer lifecycle. This all-in-one live chat and analytics platform promotes proactive customer engagement, allowing you to initiate the right kind of conversation at exactly the right time.

1. Sales teams: who would want to talk to logged out website/app visitors and to answer their questions and convert them as customers.
2. Product management teams: use to get product feedback and insight into how users engage on their website/app.
3. Marketing teams: who want to send targeted messages to the right users at the right time based on their behavior on the site/app.
4. Support teams: who are in need of a smarter solution than email to provide better support with messages and calls to their customers.
5. Customer success teams: that want a simple report that provides operator data and stats to gauge the performance of the customer support executives.

Yes, once you've added the SalesIQ installation code. You can get the visitor's system information, whether they are accessing your site on Mobile, Laptop, or Desktop. And operating system details (Windows, MAC, Android, iOS, etc.) as well. 

To know more about how SalesIQ identifies the visitor, check our help guide. 

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Many of us doubt that how do I know the identity of the visitor accessing my website? Here is the answer: how SalesIQ helps you to differentiate and identify each visitor on your website by Past chats & visits, JavaScript APIs, Campaign Link, WebForms, Smart Identifiers, CRM Identifiers, and Visitor ID. Visit our help guide here to know more.

To identify the logged-in users with SalesIQ's JS APIs. You can easily pre-fill the visitor information, such as their name, email, and phone number, and send it to SalesIQ when they initiate a conversation. Along with this visitor information, you can also send in custom info, which might be helpful for the operators who attend the conversation.

Yes! You can add SalesIQ to as many sites as you want, and manage chats from one account.
However, we recommend you to generate different live chat code for each website, to avoid spammers. Since they might use your live chat code on their website to increase the chat volume on your site artificially.

If you have a website or a web-based product, on a desktop/mobile you can use SalesIQ to:

1. View who your visitors are and what they do on your site/app: you can track, filter, engage, and segment every visitor on your website/application.

2. Capture and convert leads: Automatically get more leads from your website. Use bots to qualify, route and schedule meetings, and chat with your best leads in real time.

3. Onboard and engage visitors: Turn more signups into active, valuable customers with intelligent triggers.

​4. Turn your chat window into self-servicing support: Create and share content to help people better understand your product with our articles feature and start engaging with them right from the answer window.

5. Support and retain customers: Use bots and live chatting to assist the visitors and get quicker responses, faster resolutions and more satisfied customers.

Regardless of your business size or needs, there is a version of Zoho SalesIQ for your budget. While you can start connecting with your customers and website visitors for free, we have multiple paid plans for you to choose from, starting with our Basic plan at $19 a month for three agents, perfect for a small team. As you grow, we are ready to build with you, and because you are free to change between our plans or cancel at any time, you have the freedom to always find the perfect fit.

Visit our pricing plans to know more. 

You can remove the "We're Online" text section from the chat bubble by adding the CSS to your website directly.

If you wish to replace the text that appears on the chat bubble, then navigate to Settings > Brands > your brand name > Personalization >Stickers > Chat widget message - Online > click the message and edit.

The chat widget on your website helps you to connect with your visitors via chat. If the chat widget is hidden or grayed out, the visitor will not be able to reach you for help. Here are some common reasons why your chat widget goes offline.

Engineered from scratch to be the best business live customer support solution, Zoho SalesIQ comes full of powerful features.

Zoho SalesIQ aids you to assist your visitors on site with these powerful features:

1. Chat with multiple customers, from different websites, departments, or even companies from the same easy-to-use dashboard.

2. Zobot: SalesIQ's bot developing platform, with which you can build fully customizable and effective assistance and deploy on your website.

3. Mobile SDK: You can customize and use Zoho SalesIQ in your mobile application with SDK for Android and iOS.

4. Mobile App: We have mobile applications for both Android and iOS, you can now assist your visitor from anywhere and everywhere.

5. Articles: You can use your chat window as your knowledge base now by listing all the frequent questions from your visitors.

6. Lead Score: Set a filter and separate your valuable leads from the junk.

7. Robust in-chat features for you and your customers: two-way file sharing, IP block spammers, the ability for your customers to e-mail themselves transcripts.

8. Canned messages to swiftly handle common questions and scenarios and save more of your valuable time.

9. Customer Support's Crystal Ball: Gaze into the future and see what your customers type as they type it and magically make custom solutions appear before they ever hit submit.

10. Transfer chats to the best-equipped operator.

11. Create roles and allow supervisors to monitor chats to ensure consistent customer support, with the ability to step in and help when needed.

12. Powerful pre-built reports, detailed agent performance reports, and daily statistics delivered straight to your inbox.

13. Collaborative customer support. Use inter-agent chats and portal-wide discussions to get your team working together.

14. Integration: SalesIQ goes well with so many top products in the market, so tap a button and integrate swiftly.

You can be online and offline when it’s convenient for you. If you’re offline - maybe your business is closed for the day, or all of your operators are at their limit for concurrent chats - you can have the SalesIQ chat widget to collect the visitor info and message, and you can also get back to the visitor later; or you can hide the chat widget from the website.

You can also make your Zobot assist your website visitors when your other operators are busy or even after your business hours.

Built by the leading provider of cloud-based software for businesses, Zoho SalesIQ is the perfect addition to Zoho's comprehensive suite of online business, productivity and collaboration applications. You can also pair-up leading software with SalesIQ in a swift. Learn more

Think of a widget as the location where you install a click-to-chat button, through which your customers connect directly with you. All you have to do is copy and paste each embed's specific code from your dashboard to where you want it to appear on your website. Because embedding these widgets is the only thing between you and live interaction with your customers, we made it easy-as-pie to create, customize and implement multiple widgets and add live chat connectivity to anywhere, and everywhere your customers explore.

Visit our help guide to learn how to embed the widget on your site. 

We built Zoho SalesIQ to connect you with your prospective customers, not spambots or those bent on harassing you. We give you the power to block both directly from their IP address so they will no longer abuse you or your employee's time.

Visit our help guide to learn more about how to block spammers using the IP address. 

Yes, it is possible to hide chat widgets on specific pages. Use the below code, replace the URL where you don't want the widget to be displayed and append this code to your SalesIQ installation code. 

//SalesIQ Installation Script/Code
<script>
$zoho.salesiq.ready=function(embedinfo)
{
if((window.location.href == "URL1") || (window.location.href =="URL2") || (window.location.href == "URL3") || (window.location.href == "URL4") || (window.location.href == "URL5") || (window.location.href == "URL6"))
{
$zoho.salesiq.floatbutton.visible("hide");
$zoho.salesiq.tracking.on();
}
}
</script>

At Zoho, we take your security and privacy extremely seriously. Protecting your data is our number one priority, and we work tirelessly to maintain the utmost level of protection at every level. You can learn more about Zoho's commitment to safety here.

Yes, we do have JavaScript APIs that allows you to customize the SalesIQ further. Learn more from our API documentation.

If you have access to your website HTML/source code, then you will not need a developer to help you. To install SalesIQ on your website, you simply have to copy and paste the code snippet we provide to your website HTML page above the </body> tag. 

For best results, we recommend using Chrome (22+), Safari (5+), Firefox (16+) or Internet Explorer (9+).

Of course, you can have a free trial. We would love for you to take a spin of Zoho SalesIQ for 15 days and unleash the power of instantaneous customer support. Get started right away.

Yes, SalesIQ has got Zobot. A custom bot building platform with which one can build powerful bots that are programmable, customizable, and contextual.

Create your Zoho SalesIQ account now and start chatting with your customers and delivering immediate support.

Simply, you can sign-up for Zoho SalesIQ and opt for an Enterprise version. We also provide a 15-day trial to all our customers with all the features enabled. 

An operator is a person on your team who will use SalesIQ to call or chat. They’ll respond to chats or calls from visitors to your website. 

There is a free SalesIQ plan with access to limited features. 

Yes, we do have Zoho SalesIQ mobile apps for Android and iOS. You can download them either from the App Store or Google Play.

Yes, we do offer Zoho SalesIQ desktop apps for Mac, Windows, and Ubuntu.

We calculate the visitor tracking limit based on the Daily Unique Visitors on your website.

Note:

The tracking limit for your account will reset based on your billing cycle and not at the beginning of each month.

You can register your details here. Our support representative will get in touch with you and schedule a demo.

SalesIQ does not answer chats for you. We provide the software and best practices on using the software. You can choose operators in your own organization - or outsource customer service agents - to handle live chats on your site.

There are no limitations for the 15-day trial, and you can avail all the options available in Zoho SalesIQ. Once, the trial is over it will switch to a free plan with restrictions. 

Yes, you can automate your SalesIQ to not route the chats of visitors from certain countries to any of your operators using chat routing.

To automate:

1. Go to Settings > Automate > Chat Routing > Add.
2. Name your rule and choose a brand.
3. In the condition, choose Country is equal to the list of countries you would not want to route chat to operators.
4. Then choose Do not route option from the routing rules section.
5. Click Save. ​

Of course, you can. We want your Zoho SalesIQ to be uniquely yours, so we allow you to fully customize your widget and chat window that suits your website design. You can even upload your own custom CSS coding to make your live chat window look however you wish.

Yes, you can use two types of invite to engage visitors browsing your website:

1. Triggers: You can automate sending a chat invite if the visitor meets the criteria you've set.
2. Manual invite: You can manually invite the prospective visitor from the proactive chat window.

The features accessible on Zoho Desk depend on your Zoho SalesIQ plan. If you're a new SalesIQ user then you'll be able to access all the features available for free edition and you can choose to upgrade based on the business requirement.

If you wish to use only tracking along with Desk, then you can choose to pay only for tracking your visitors by following the steps below:

1. Navigate to Settings > Chat > Associate Agents and add your desk agents to SalesIQ.
2. After adding the agents, click on Advanced Settings which will direct you to the SalesIQ portal.
3. In the SalesIQ portal, navigate to Settings > Operators and enable tracking for each operator.

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You can associate desk agents with Zoho SalesIQ by navigating to Settings > Chat and add operators under Associate Agents in Zoho Desk. Adding the number of users from Desk to SalesIQ depends on the plan you have chosen in SalesIQ. 

If you are a free plan user, you'll still be able to associate all the desk users with Zoho SalesIQ. But, you'll have limited access to other features. 

You might be a new user with free plan. You can either upgrade your SalesIQ plan or you can add tracking alone by navigating to:

1. Settings > Chat > Associate Agents in Zoho Desk and add your agents to SalesIQ.
2. After adding the agents, click on Advanced Settings which will direct you to the SalesIQ portal.
3. In the SalesIQ portal, navigate to Settings > Operators and enable tracking for each operator.

If you want to track visitors on your website, add a SalesIQ installation code to the body tag of your website's HTML source code. When someone visits, SalesIQ will ask for cookie consent, and if accepted, a unique cookie will be stored in their browser. This helps SalesIQ to recognize them in future visits. However, this is browser-specific.

These are the types of visitors SalesIQ identifies:

• Repeated: Someone who visits your site frequently.
• Contacted: A visitor reached out to by a monitoring operator.
• Responded: A visitor who has replied to the operator's message.
• Potential: Someone who is currently browsing your site.
• Triggered: A visitor who has activated triggers you set up.
• Clicked: Someone who has interacted with the live chat widget.
• Chat: A visitor who had a chat session with your operators.
• New Visitor: A symbol (*) appears when a new visitor lands on your website.

To know more about how to analyze and identity visitors, check our help page. 

Yes, you can. An administrator should invite you to join the Zoho SalesIQ portal.

1. Once they add your email address in the portal, you will receive an email. Click Accept.
2. Enter the required info and click Continue.

Learn more

Yes, it is possible to view feedback from your visitors. To do so :

• In SalesIQ dashboard, navigate to Feedback.
• Clicking the feedback icon in the SalesIQ dashboard will enlist all the feedbacks starting from the most recent one.
• Select a particular feedback to open the chat review window.
• On the top right of the chat review window you can find: Full view of comment (if any), Associated Department, Duration of the chat, Notes made by the operator during the chat.
• Option to send out a reply email to the visitor (if provided), for a follow up or thanking them for taking the time to rate their operator and leaving a helpful comment.

Learn more

• You can view your chat history by navigating to the Chats module in SalesIQ.
• When you enter the view, you will see chats from your Zoho SalesIQ, the most recent displayed at the top, and going back in time as you scroll down.
• Each section displays the name and e-mail address of the visitor who started the chat, their question, and the time they submitted the chat along with the agent that attended their live chat offline request.

Learn more

• You can filter how you view the chats from the Filter drop-down menu at the top-right Filter the history by agent, status (closed, attended online, attended by e-mail address, or missed) department, embed or date.
• You can view different categories of chats as well - Active, Missed, Reopened, Closed, and Monitored chats. You can use filters for each of these categories and customize your view.

• You can delete a specific record by hovering over the record, checking the box to the left of the visitor’s name that appears and then clicking the Delete button that appears in the top-left of the History view.
• To delete multiple records at once, you can follow the process of checking the box to the left of multiple records, and then clicking the Delete button. If you want to delete all records you have pulled up through a certain filter, check one box to the left of a record, and then check the box to the left of the Delete button—this will select all the records on the current view, the number of which it will display on the Delete button—and you can click Delete to clear them out of your system.
   

• In the SalesIQ dashboard, click on the speaker icon at the top right to mute all incoming chat sounds, if muted click the muted speaker icon ( X through the speaker).
• Hover over the speaker icon to view the volume slider, adjust the volume to the desired using the volume slider.

If you wish to change the language, then:

1. Navigate to Settings -> Operators > My Profile >and click on the Settings icon.
2. In the Locale section, choose the language you prefer from the drop-down, and click Save.

You can initiate a call from the operator window and once the visitor picks up the call, both will get connected via audio call. If the call gets disconnected, they can use the Call Again option to connect back to the visitors.

Learn more

You can block the visitors using Block Spammers

• In the settings page, navigate to Block Spammers under Controls.
• Click the Add button on the top right corner
• Enter the spammer's IP address in the input field.
• If you want to block the spammer from Accessing the live chat from a particular brand, you can select the brand under Choose a brand.
• Otherwise, click All brands to secure all your websites from the spammer.
• You can add a Comment to describe the reason you're blocking the user. Comments can help other users identify the reason why the person was blocked.

Yes, you can provide your customers with on-demand support through remote assistance and screen sharing in the live chat window. You can also request your visitors for a remote assistance session and take control of their screen, and fix the issues in seconds.

You can now support visitors from different countries in their own languages. Zoho SalesIQ instantly uses Google translator to translate visitors' messages on reception. Once the chat is received a message will be displayed. You can click on “ Translate” to get the chat translated or click on the “  x” to continue chatting in the visitor's language. 

You can either import articles or compose one article as mentioned below,

• Inside the SalesIQ dashboard, navigate to Resources > Articles.
• Click on Add.
• Give your article a title and click Save.
• The new editor powered by Zoho Writer will open and you can start drafting your article. 

Visitor our help guide here to learn more about the importing articles. 

Yes, you can do so with Canned Replies. They are pre-programmed responses, solutions, links, etc. that you can create inside Zoho SalesIQ and use to answer questions that are frequently asked by customers. 

In the My Chats module, you can see the active chats that are handled by you. When you are engaged in more than one chat at the same time, the chat window neatly organizes your active chats into tabs.  You can also engage your customers in live chats and view visitor's in-depth info, add notes for future reference and download or mail the chat transcript, etc.

 

Yes, SalesIQ has got Zobot. A custom bot-building platform with which one can build powerful bots that are programmable, customizable, and contextual.

Yes, Zobot has a preview window right next to the scripting screen. So, you can always check how your bot will assist/function even before you publish on your website.

To set up a chatbot on your site, go to Settings > Zobot > Bot > Add. From there, configure the bot’s profile and settings, build out its functions, and click Deploy to launch it on your site. Visit our help guide to know more about setting up Zobot on your site. 

Yes, we also have some most asked, ready-made bot templates across different verticals in our gallery that can help you get started. Please click here for bot Sample Scripts. Or you can also use the Codeless bot platform where all you have to do is design a flowchart and let SalesIQ do all the bot building for you.

The Zobot is a bot development platform available inside SalesIQ. With this SalesIQ users can build compelling bots to automate customer interactions. We can program the bot to respond, act, and qualify customers. Zobots maintain a conversation with a user in natural language, understand the intent of the user, and send a response based on business rules and data of the organisation. And they can be run on both websites and mobile applications.

Currently, Zoho SalesIQ offers 7 different platforms for you to build your Zobots on - SalesIQ Scripts, Codeless bot platform, Zia Skills, Dialogflow, Watson, Microsoft Azure, and Webhooks.

In the Zobot, we have display cards that you can use to display different types of output to your visitors. One such display card is Image. Using this card, you can attach and send images to your website visitors.

Yes, there are integrations available in the Zobot. You can create various bots agents using Dialogflow and Watson to assist your visitors and integrate them with the Zobot. To know more, click here.

Yes, the Zobot supports the rich-text format. Zoho SalesIQ has input cards and display cards to collect input from and display output to visitors respectively. You can find more information about the list of cards offered here.

Yes, you can have any number of dates and time slots. Learn more.

Yes, you can choose the website you want to deploy your Zobot on while configuring the Zobot.

Yes, you can enable the Zobot when visitors click on the widget. For this, you have to set the Trigger Visitors criteria to 'When visitors click the chat widget'.

Yes, you can do so. For this, you need to set criteria in the Choose Bot Audience section.

If you have a fully built bot engine already, you can integrate it with Zoho SalesIQ's Zobot using Webhooks.

Yes, you can offer response suggestions to your website visitors. Learn More.

Yes, you can connect your Zobot with third-party services. You need to create Connections to do so.

Yes, all visitors who are connected to the Zobot can be seen on the SalesIQ dashboard under Chats section.

Yes, you can use the Zobot for lead generation. Here are some Sample Scripts that might help.

Navigate to your SalesIQ dashboard, click on Resources and select Small Talks, click Add in the top right corner. Learn more about small packages here.  

•  Zobot allows building very compelling chatbots to automate customer interactions. It is designed to interact with your website visitors conversationally, based on its programming.
• The Answer bot feature is NLP- driven bots, which uses its own AI technology, to understand common queries/issues and answer them using your resource library (Articles and FAQs). It can be used to provide 360-degree support. 

Yes, but it is suggested to deploy one feature either Zobot or Answer bot per brand to unleash its full capacity. However, you can deploy both on different time frames (Working hours of the bot) to avoid clashing. 

Navigate to your SalesIQ dashboard, click Settings>Bot>Zobot, then select a zobot which you want to change the display picture, click on the bot icon to change the picture. 

Yes, you can find some of our third-party integration scripts in the SalesIQ script platform. Choose Salesiq Scripts as a platform to develop zobot, when you're redirected to bot builder, click on choose a template on the right corner or explore our sample scripts here. 

No, you cannot deploy multiple zobots under the same brand.  

The visitor can be saved as a contact by using the fields name on the SalesIQ scripts Platform.

When you edit/make changes on zobot, after saving, make sure you click on Publish.

Plugs are exclusively made for performing customized actions and third-party integration on Codeless bot. Learn more about the Plugs here. 

The values and responses from the visitor can be saved temporally using "visitorsession" API on the SalesIQ Scripts platform and bot context/visitors fields on the Codeless bot platform.

No, currently you cannot merge Zobot and Answer bot. 

Yes, if you're using the Codeless bot you can use forward block. You can use Response action for SalesIQ Scripts platform.