User Guide
Changing Portal Owner
You can change the portal owner at any time, with an user who has an administrator role. If you don’t have an user with administrator role, you have to change the role of the existing user to an administrator. You can also add a new user with an ...
Email Configurations
Other portal settings configure the e-mail communications your SalesIQ can automatically send, to keep you, your users, and others in your company informed of important data from your support operations. To access and edit your email configurations: ...
User Concurrent chat Limit
This configuration allows you to set the maximum number of concurrent chats for an user at a particular time. On reaching the limit the user status will be changed to engaged.
Set user idle time
You can now select a time from the list to set the inactive period for an user to set the status to idle.
User Availability Configuration
SalesIQ allows the administrator to control the user chat activity and the idle timeout Treat idle users as offline SalesIQ allows the administrator to control the idle time of an user. This enables the chat widget to go offline after a certain time, ...
The Visitor Chat Window Settings
Notify typing status to Visitor - Share the user's typing status with the visitor Send File to Visitor - Allows your user to share files across chat with your customers Push Page to Visitor - Allows your user to share a URL during a chat session ...
To edit your company’s detailed information (including language and time zone)
Click "Settings". In the Company section, click "Edit". In the page that appears you can edit details about your company, including Company Name and Website, along with contact information—Address, E-mail, phone number and fax number. In this same ...
Adding your Company's Logo and Details
Before you start chatting with your customers, ensure your SalesIQ reflects your company accurately. Within your SalesIQ it is easy to replace the default logo with your company's logo, which will appear within your dashboard for all your agents to ...
Your Status
Like other chat programs you are already familiar with, in SalesIQ you have a status. In SalesIQ your status controls your availability to chat with customers. There are two statuses: Green: Available. You are online and ready to chat with ...
Themes
You can further customize the look and feel of your SalesIQ by changing the settings or the themes inside the Themes tab of the Customize and Personalize window. To access and change your SalesIQ's theme settings: Click your name at the top right ...
User Events
These are the sound notification, which takes place when an user performs an action. Chat Transfer Alert: the sound that plays to inform you of an incoming chat transfer request from another user. Invitation for Group Support: the sound notifying ...
Visitor Events
These are the sound notification, which takes place when a visitor performs an action. Incoming Visitor Chat: the sound notifying you of an incoming visitor chat. By default this sound is a ringer. Visitor About to Leave the Chat: the sound the ...
Sounds
Also at the top of your dashboard, you can also mute or un mute sounds from your SalesIQ while receiving a chat request. Click the speaker icon to mute the sounds, or if muted click the muted icon (an X through the speaker) to unmute the sounds. You ...
Setting Up your Profile
Now you can update your profile with your personal information.You can edit and update all of it. You can update your profile picture for the Visitors to view your appearance. Click "My profile". Click the "Edit" button at the top right. Now that ...
Transferring Chats to other Users and Departments
Because you aren’t always the right user to answer a specific question, or you need to take a break or leave for the day, we give you the power to easily transfer an ongoing live chat to another user. To transfer a chat to another User: Inside ...
Business hours
Now you can set your working hours in SalesIQ and make sure your chat widget go offline, after your business hours even when your agents are logged in. Acknowledge your availability and give your customers a better sense of when they can expect a ...
Delete the Blocked IP
To delete the blocked IP: Go to "Settings". In the Blocked IP section, click on the specific IP address you want to delete from your blocking records. Click on the "Delete". Confirm, by clicking Yes to remove the IP address from your blacklist and ...
Reverse the Blocked IP Address
To Reverse the Blocked IP Address: Go to "Settings". In the Blocked IPs section, click on the specific "IP address" you want to unblock. Click on the "Unblock" at the top right.
Block Spammers Directly from the Chat Window
To Block Spammers Directly from the Chat Window: Click on the "More Actions" in that specific live chat’s display window. Select the "Block IP". Click Confirm, to finalize the IP block.
Block an IP Address from Initiating Chats to your SalesIQ
To Block an IP Address from Initiating Chats, do the following: Go to "Settings". In the Blocked IPs section click "Add". Enter the IP address you want to block and add a comment about the reason for blocking. Click on the "Save" to record your ...
Blocking Spammers and Harassers from their Source
Sadly, not everyone who initiates a live chat with your SalesIQ will be a customer or interested visitor. Sometimes you will find spammers or other harassing personalities will attempt to annoy you by conducting non-genuine live chats with your ...
Enable the Configured Department
You can Renable the configured department in Zoho SalesIQ at any time on need after disabling it. Click "Settings". In the "Departments" section, click on the department name. Click the "Enable" button on the right top corner.
Disable the Configured Departments
You can disable the configured department when it is no longer required or if you would like to freeze it for some time. Click "Settings". In the "Departments" section, click on the department name. Click the "Disable" button on the right top corner.
View and Edit the Configured Department
To view or edit the configured department: Click "Settings". In the "Departments" section, click on the department name. Here you can edit the department name, description, and choose whether the department is Public or Private. You can also manage ...
Department Based Email Settings
Department settings configure the e-mail communications. Your SalesIQ can automatically send, to keep you, your agents, and others in your company informed of important data from your live support chat operation. Go to "Settings". In the "Department" ...
Managing and Adding agents to your Department
You can add agents to your department from the list or you can search an agent with their Email Address. Go to "Settings". In the "Departments" section, click the “+ Add” button. Add the Department name and description. Choose whether this department ...
Add a new department
Click on the "Settings". In the "Departments" section, click the “+ Add” button. Add the Department name and description. Choose whether this department will be "Public" or "Private". Add users to the department by selecting the user from the display ...
Defining Departments inside your SalesIQ
To better organize your Support operation, and maximize the ability to connect with customers, we made it easy to create Departments within your SalesIQ. Add all your customer supporting departments inside SalesIQ, and each Department can have their ...
Internal User Chat History
You can view the internal chat history, which you had between your users. Click "My profile". Click "Internal Chat history". Then a click on the chat to view the transcript which you prefer, will be displayed in the right side.
User Performance Report
The user performance section is a robust dashboard that gives you a feel for everything going on throughout your entire Live Customer Support Chat operation. When you enter the Reports module, by clicking My Profile on the left-hand navigation, you ...
Choosing User Language
You can choose your own language, Zoho SalesIQ supports eight languages. French German Turkish Russian Japanese Portuguese Chinese Spanish Danish Greek Hungarian Italian Dutch Polish Swedish Vietnamese To Choose user language: Click "My profile". ...
Associate User to Department
Click on the "Settings". In the "Users" section, click an user’s name to view his/her details. Click "Edit" at the top right, to view and edit an user's details. Scroll down to the "My Departments" section and choose from your department list which ...
Change the User Role
To change the user role: Click on the "Settings". In the "Agents" section, hover over the user you wish to edit and click on the "pencil icon" to edit. Or click the Agent’s name and from their page, click Edit at the top right corner. Select your ...
To add an User to your Zoho SalesIQ:
Go to "Settings". In the Users section, click the "Add" button at the top right to add another User. Now that you have reached the add User page, enter the user’s Zoho e-mail address in the field to proceed. Then choose what role you want this ...
User Roles
To help your live chat customer support operation run more smoothly, we give you to power to organize your resources effectively. With the ability to add your team members, and configuring them into one of three roles, you will be able to find the ...
Customizing languages in the Web Embed
Web embed picks the default visitor browser language. Changing the browser language will change the languages in your embeds. SalesIQ supports eighteen languages in embeds. French German Spanish Dutch Norwegian Turkish Russian Portuguese Italian ...
Customize the Embed’s Display Messages
Go to "Settings". In the Web Embed section, click on the name of the specific embed you would like to edit. In the Configure Messages section, click "Configure Messages" to bring up the specific messages you can edit. Hover over each message you want ...
Restrict to Domain
There are instances where spammers can use your snippet code into their website. This might create an artificial increase in chat volumes through harassers or spammers. Adding your website URL will restrict all the incoming chats from other domain. ...
Routing Visitors Through Embeds
Once you have created a few different embeds, you can start thinking strategically about how you want to direct the chat traffic coming in from these portals into your SalesIQ. You have the ability to create and configure specific embeds for specific ...
Configuring Waiting Time for Embeds
When a customer clicks to connect with you through one your embeds, you can configure the amount of time your users have to answer and initiate a new chat from an incoming chat request. If an user doesn’t answer the chat request in the pre-defined ...
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