Associate Guide
Introduction to Associate Guide
This guide helps you understand the permissions and responsibilities of an associate inside Zoho SalesIQ. SalesIQ is a customer messaging platform that helps you track and connect with your website visitors instantly. An associate is responsible for ...
View Performance Report
You can view your performance report by navigating to My Profile tab. This report will provide your information about the operator activity, operator attended chats, and operator ratings. Clicking on Performance Report will display your ...
Visitor's Feedback
Feedback helps you understand your customers better and how they feel about your website and support. Visitors will be prompted with a feedback form after a chat is ended. Here, visitor can rate the operator based on the options - Sad/Neutral/Happy, ...
Sounds
Zoho SalesIQ notifies you of various events through different sounds. Having different tones can help identify the message's priority without opening the menus or moving to the dashboard every time you get notified. Configure sounds: Adjust the ...
How to change the operator language?
If you wish to change the language, then: Navigate to Settings -> Operators > My Profile >and click on the Settings icon. In the Locale section, choose the language you prefer from the drop down, and click Save. Note: On selecting the choose a ...
Audio Calls
Audio Calls With Zoho SalesIQ's "Audio Call" feature, you can make and receive audio calls, just like using a traditional phone. All you need is a pair of computer speakers and a microphone or a headset attached to your computer or handset. Benefits ...
Setup your Personal profile
Adding more information about you will legitimize your profile and make users feel like they are chatting with a genuine person. A fully equipped profile will look professional and makes it easier for your operators to contact you. Set profile ...
Block IP
You might face many spammers and harassers who try to fake a genuine chat and trick your operator into wasting their time and resources. Most spammers will try to gain your operator's trust by sounding like an actual customer but eventually trick ...
Screen Sharing
Screen Share/Remote Assistance in chat window You can provide your customers with on-demand support through remote assistance and screen sharing in the live chat window. Request your visitors for a remote assistance session and take control of their ...
Articles
What are Articles? Articles are a collection of self-service materials that you draft inside your SalesIQ dashboard and share with customers on the chat window during a conversation. These articles will also be available for access inside the live ...
Dynamic Text
What is Dynamic Text? The text that can be customized or changed is termed as Dynamic Text. The message will be conveyed dynamically from one visitor to another as mentioned in the defined rule. The dynamic text will be auto-populated when the "%" ...
Chats and Connected Visitors
View your active Chats In the 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 ...
How to pick an incoming chat?
When the visitor initiates a chat, the chat request will pop-up mentioning the visitors Name/Random ID and Question. Click on the Pickup button to answer the chat. How do I end a visitor chat? Once the chat conversation is wrapped up, you can click ...
Visitor History
Visitor History helps you learn about all the visitors visiting the website. It is practically not possible to keep a tab on all the visitors in the Visitor Online dashboard. Even if some visitors need some help they may not reach out to you via ...
Setting up your SalesIQ tracking dashboard
SalesIQ allows you filter the visitors visiting your site based on your preference and set your tracking board more refined and drill-downed than viewing everybody. You can use visitor tracking to prioritize the hot visitors among all the visitors ...
Canned Replies for Associates
What are 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. Any support operator in an organization handles a minimum ...