We designed Zoho SalesIQ to give your team the tools it needs to deliver better, more personal customer support to your customers quicker.
Because of the on-demand nature of live support chat, you have the ability to handle support requests in less time, and give customers the answers they need.
To give you even more turbo-charged power, we designed Canned Messages, to allow you to pre-program common responses, solutions, links, etc. so you can save both you and your customers valuable time.
Instead of continually typing out the same steps, instructions or links to help your customers handle common issues, build an organized repository of the answers you need, and with them always right at your fingertips you are a few clicks away from deploying the perfect solution. Without all the typing.
Save time, work smarter, and deliver the perfect answer to your customers. Canned Responses are ready to be your secret weapon.
Canned messages lets you add dynamic content and personalize your canned responses. For example, you could compose personalized message that refers to the visitor name, has the link to the chat. This is a great way to keep the chat conversation in place.
All you have to do is type "%" followed by the required dynamic content, this will bring out the available in Zoho SalesIQ with an auto complete form to select.
|Dynamic Canned Text||What it represents|
|%visitor.name%||Name of the visitor in the website.|
|%visitor.id%||Reference ID for the visitor in the website.|
|%visitor.email%||Email Address of the visitor in the website.|
|%visitor.phone%||Contact number of the visitor.|
|%visitor.department%||Name of the department to which the visitor has initiated the chat.|
|%visitor.question%||Question raised by the visitor while initiating the chat.|
|%visitor.ip%||IP address of the visitor visiting the website.|
|%attender.name%||Name of the user attending the chat.|
|%visitor.pagetitle%||Title of the page, from where the visitor has initiated the chat.|
|%visitor.pageurl%||URL of the page, from where the visitor has initiated the chat.|
|%visitor.referrer%||Source from where the visitor is referred from.|
|%visitor.state%||State/Province of the visitor located in.|
|%visitor.city%||City of the visitor located in.|
|%visitor.country%||Country of the visitor accessing the website.|
|%visitor.timezone%||Time zone of the visitor accessing the website.|
|%visitor.latitude%||Latitude of the visitor.|
|%visitor.longitude%||Longitude of the visitor.|
|%visitor.operating.system%||The operating system used by the visitor.|
|%visitor.browser%||The browser used by the visitor.|
|%visitor.browser.version%||The browser version used by the visitor.|
|%web.embed.name%||The web embed where the visitor has initiated the chat.|
|%platform%||The platform used by the visitor's in their system.|
|%screen.resolution%||Screen resolution of the visitor's system.|
|%search.engine%||Search engine used by the visitor to reach the website.|
|%search.query%||Search Query (Keyword)used by the visitor to reach the website.|
|%attender.email%||Email address of the attender who attends the chat.|
|%smart.timenow%||Timeperiod in the sequence of the day (Eg. Morning, Evening).|
Note: The same can be used in embed configure messages and APIs.
We designed canned messages to save your agents time while chatting with customers, but even if you program an arsenal of helpful replies and instructions in, if the messages are not organized, your agents will be slowed and frustrated trying to find their intended canned message.
To prevent this frustration, and to get the most out of your canned messages, use Zoho SalesIQ’s powerful organizational features to catalogue and order all of your canned messages into a lean, mean, time-saving machine.
Create categories inside your Zoho SalesIQ, and then create and place Canned Messages into their correct destinations, so while your agents are in the midst of multiple live chats, they can navigate and find the canned messages they need, and deploy them quickly.
Now that you have crafted some useful canned messages, you need to start using them in chats with customers to save your valuable time.
We gave you quick access to your canned messages, directly above the text window, just to the right of your text formatting buttons. While chatting with a customer, and they send you a message asking you a common question, for example: “How do I reset my password.” You see the message, click Canned Messages knowing your Zoho SalesIQ has a password reset message already saved, and then you start typing “password reset,” which brings up your desired message in a flash.
Click the desired message to load it into your text-entry window, and hit Enter to send it to your customer.
Zoho SalesIQ provides shortcuts for the agents using canned messages. These are handy during the live chat session. It can be used for replying a live chat session or while initiating a proactive chat with your website visitor.
Just type "#" followed by your text in the 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.