Visitor Tracking

Visitor Tracking

Integrate Visitor tracking & Live chat to your website/blog and convert website visitors to customers. Initiate proactive chat with visitors, engage effectively and close more deals.

Monitor visitors real time and gain more insights about their location, source, referrer, time spent on website,and previous conversations. Set rules and reach out to targeted prospects who land on a certain pages or perform a specific action.

Visitor Lounge

See your website visitors in your dashboard, tracked and categorized as per your customization. Visit the "Tracking" tab in your operator console to view your visitors on site.


Visitor On-Board

Each visitor is tracked individually. Once the visitor visits your website, visitor country flag will be displayed in the priority circle with a tool tip over it. Your visitors are pulled into the priority circle based on your priority customization. The star shaped images displayed are the visitors yet to be moved into the priority circle. These visitors will be moved into the priority circle once your conditions, configured in the ‘customize’ are met.

The visitor country flag and the tool tip over it provides the basic information about the visitor, before initiating a chat.

  1. Repeated - The visitor is accessing the site repeatedly.
  2. Contacted - Visitor contacted by the agent.
  3. Responded - The visitor has responded back to the agent.
  4. Clicked - The visitor has clicked the live chat.
  5. Triggered - Visitors initiated with auto chat invite.
  6. Page navigation - The visitor is navigating from one page to another.
  7. Chat - The visitor has already had a live chat with the user.
  8. Country flag - Country flag of visitor visiting your website.
  9. Name - The visitor's name will be displayed if Visitor tracking & Live chat has the visitor details else Visitor tracking & Live chat provides a unique reference generated to the visitor.
  10. Time - Time spent by the visitor in the website.
  11. Prospects - Visitors yet to be moved into your priority circle.

Advanced visitor information

A click over the visitor will display the chat window to trigger proactive chat. This window also provides an in site on visitors page navigation and advanced visitor information categorized within the tiles.

Visitor Availability & Action

The first tile displays the information about the visitor availability and the current action of the visitor in the website.

Visitor Availability

The colour line displayed in the top of the tile represents the availability of the visitor in the website. 

    • Green - The visitor is active in the website.
    • Orange - The visitor is idle in the website.

Visitor Action

The tile also provides an insight on current action of the visitor in the website.

  • Contacted - The visitor is contacted by the agent.
  • Responded - The visitor has replied back to the agent.
  • Triggered - An auto trigger invoked to the website visitors through tracking rules.
  • Waiting - The visitor has initiated a chat and yet to be picked.
  • Accessed - The visitor has visited your website.
  • Clicked - The visitor has clicked the chat widget in the website.
  • Missed - The chat initiated by the visitor has been missed.
  • Chat Completed - The visitor has completed the chat with another agent.

Time on Site

The second tile displays the total time spent by the visitor in the website.

Visitor chats & visits

The third tile provides information about total number of chats, number of visits and last visit time by the visitor in the website.

  1. Chats – Count on number of chats with the visitor.
  2. Visits – Count on total number of visits by the visitor to the website.
  3. Last visit  – Visitor's last visit time to the website.

Visitor location

The fourth tile provides an information about the visitor location (State, City) and the IP address.

Visitor source page

The tile next to the location provides an insight, as to where the visitor have landed in the website on his first instance. Clicking the link will open the page in a separate tab.

Referrer

The last tile provides an information about your website referrer to your visitor.

Tracking visitor page navigation

On the right, you can find the information about the pages navigated by the visitor on your website in real time. The navigation area provides information about the visitors page navigation, Time spent on each page with the page visit time and visitor chats if any. Above the visitor navigation area you can find the Last chat attender of the visitor and the current availability of the agent.

  1. Visitors page visit time.
  2. Visitor current page.
  3. Time spent on the page
  4. "Connected to agent", will be displayed when the visitor is chatting with an agent. 
  5. On completion of chat with an agent ”chat completed with agent” will be displayed. A click on the link will display the chat transcript.
  6. Visitor has left your website.
  7. Last chat attender for the visitor.
  8. The current status of the last chat attender.
  • Green – Agent Online
  • Orange – Agent Idle
  • Red – Agent Busy
  • Grey – Agent Offline

Other visitor information

On the top of the tiles you can find other visitor information such us Visitor Country, Browser and the Operating System.

You can also see the Visitor name on availability, if not Visitor tracking & Live chat provides a unique reference generated to the visitor. The star symbol displayed on the top right corner of the name indicates as the visitor is repeated to your website.


  1. Visitor name or random ID
  2. Repeated visitor
  3. Visitor country flag
  4. Browser
  5. Operating system

Initiating a chat to your website visitor

A click over the visitor, will display the proactive chat window to initiate a chat.

You just have to type your question and hit "enter" in the text box provided below or click “Start Chat” to initiate a chat with the visitor.

Initiating a Live Chat when associated with multiple department

A click over the visitor will display a proactive chat window to initiate a chat. You just have to type your question and hit "enter" in the text box provided below. This will popup a button with the department drop down, selecting the required department will initiate a chat to your website visitor.

Using canned messages to initiate a chat

Visitor tracking & Live chat allows the agents to use canned messages for initiating a chat. Just type "#" followed by your text in the proactive chat window and see the system suggests canned messages for the text you type. Hit "enter" to select or press "Esc" to ignore the system suggestion.

Visitor offline

Not all your website visitor might reply to your chat. There might be instances for a visitor to go offline or close the browser after initiating a proactive chat. The proactive chat window displays a message “Visitor has left your website” to the agent, with the greyed out button when a visitor is offline.

Responding to visitor replied chats

On receiving a reply from a visitor, the proactive chat window displays a message “Visitor has replied to this chat” with a continue button. A click on the “continue” button will open the chat tab to respond back.

Attending the waiting visitors chat

There are instances for a visitor to initiate a chat, while they have been tracked in. The proactive chat window displays a “pick up” button, while the visitor action in tile changes to "Waiting". A click on the "pick up" button will open the chat tab ensuring the visitor chat is attended.

Customize your tracking

What is a priority circle?

Visitor tracking in Zoho SalesIQ provides four different priority circles to ensure the visitors are targeted as per your priority in the dashboard. The innermost priority circle can be fixed with the visitors of most priority and followed by the least in the outer circle or vise versa or based on your need.

Customizing the priority circles

Website visitors can be prioritized by the agents in their dashboard. Visitor tracking & Live chat allows the agents to target the visitors in the priority circles as per need. Hover over "customize" in the agents tracking operator console and click "customize" to get the window for customize tracking. 

  • To customize the priority circle, go to "customize" on the right side the tracking tab.
  • Click on the space below "Prioritize your visitor", select the required condition followed by setting up the criteria then click "save".

Note: Follow the steps can used to customize all the four priority circle.

Setting up your conditions for customization

Tracking allows the agents to modify and set their predefined conditions for prioritizing the visitors into their dashboard.

Setting up a criteria for customization

Tracking allows you to define a criteria for the set conditions. It enhances the customization of filtering the website visitors and prioritizing them more precisely.

  1. is equal to
  2. not equal to
  3. between
  4. is greater than
  5. is lesser than
  6. begins with
  7. ends with
  8. contains

Setting up your values for customization

Once the condition are defined you can provide a value for the set condition. A click on “enter a value ” will provide you a list of values available in Visitor tracking & Live chat or you can input it manually. You can add multiple values to these fields by adding a comma at the end of each value.

Presets

Zoho SalesIQ tracking also provides four different default presets for easy and quick customization

  1. By Action – Actions performed by the visitor in the website (Eg., Accessed, Clicked, Contacted, etc.)
  2. By CRM Values – Prioritize based on the Client management system Values of the Visitor (Applicable only for Client management system users)
  3. By Last Activity Time – Visitors last activity time in the website.
  4. By Past Chats – Number of past chats with the visitor
  5. By Time Spent – Time spent by the visitor in the website
  6. By Visits – Count on number of visits by the visitor
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