Zoho SalesIQ Integrations - Zoho CRM

Overview

Maximize the value of each-and-every interaction your team has with your customers, and add the ability to provide on-demand customer support through live chat.

Integrate Zoho SalesIQ with Zoho CRM and organize all your customer data in one place. By adding Zoho SalesIQ into your existing CRM, you extend your ability to connect with customers, and give your team the tools to support customers instantly, while keeping all interactions organized.

With instant access to your comprehensive customer database and easy-to-use live support software working together, it is all possible.

Table of Contentsup

Connecting your Zoho SalesIQ account to a Zoho CRM account

Before you can unlock the customer supporting power within your existing customer database, you need to link your Zoho SalesIQ and CRM together.

To make things as simple as possible for you, we recommend having Zoho CRM administrator must also have an account and be an administrator inside your Zoho SalesIQ account.

Paring your CRM account to a Zoho SalesIQ account, as the administrator of the CRM account

  • Login to “Zoho SalesIQ”.
  • Click “Settings”.
  • In the Integration section click the “Enable CRM Integration” button. This will link Zoho SalesIQ to your CRM account upon successful generation of Zoho CRM ZSC key.

Upon successful integration of Zoho SalesIQ account to the Zoho CRM account for which you are the CRM administrator. You will now see the Zoho CRM administrator as “Me” and the Zoho CRM ZSC Key will be displayed below.

Pairing accounts without being a CRM admin

If you are not the administrator of the CRM account that you need to integrate with Zoho SalesIQ, no worries, all you need is the administrator’s e-mail address, and the account’s specific CRM ZSC key.

You can share the below instructions on how to generate a ZSC key with your CRM administrator.

How to generate a ZSC key?

  • In the desired Zoho CRM account, click “Setup” above the navigation bar at the top-right of the screen.
  • In the “Developer Space” section, click “Zoho Service Communication (ZSC) Key”.
  • In the ZSC Key section, click the green “Generate Now” button.
  • You will then see the ZSC information, including the administrator’s e-mail address and the unique ZSC key. You will need to provide both pieces of information to have yourself, or someone else, link up this CRM account to a Zoho SalesIQ account.

Note : If the administrator had already generated a ZSC key in the past, they can find the existing key by following the same navigation.

Linking Zoho SalesIQ without being a CRM admin

If you are not a Zoho CRM administrator and when you click the “Enable CRM Integration” button in Zoho SalesIQ you will see a message informing you that: “Zoho SalesIQ could not recognize your e-mail address as Zoho CRM administrator. Please contact your Zoho CRM administrator to get the details to complete the integration setup. Don't have a Zoho CRM account, sign-up now.”

  • You will also see two boxes below where you can enter the “email address” of the desired CRM account administrator and the box to enter the “ZSC key” for the account you wish to link your Zoho SalesIQ.
  • Update the fields with the generated CRM admin's email address and ZSC key.
  • Click "Enable" to link your Zoho SalesIQ to the CRM account you entered the information for.

Changing the system generated pairings to your desired CRM account.

  • Click “Settings”.
  • In the Integration section, under the Zoho CRM administrator sub-section, click “Change”.
  • In the CRM Administrator box that pops-out, edit the Zoho CRM Admin Email Address field to add your e-mail address.
  • Paste in the ZSC key that you just copied from the CRM account.
  • Click “Save” to make the changes.

Changing the paired non-CRM admin account.

  1. Click “Settings”.
  2. In the Integration section, under the Zoho CRM administrator sub-section, click “Change”.
  3. In the CRM Administrator box that pops-out, edit the Zoho CRM Admin Email Address field to add the e-mail address of the admin of the Zoho CRM account you wish to associate. Also add the ZSC key for the account as provided to you by that CRM admin.
  4. Click “Save” to make the changes.

To disable integration with CRM

If needed, you can disable your Zoho SalesIQ’s integration with a CRM account at any time.

  • In Zoho SalesIQ, click "Settings".
  • In the Integration section, click on the "Disable" button on the top right.

To re-enable the integration with CRM

  • In Zoho SalesIQ, click "Settings".
  • In the Integration section, click on the "Enable" button on the top right.

CRM integration Configurations

Now that you have linked your Zoho SalesIQ to your Zoho CRM account, you need to configure the integration to fit your team’s specific needs. Read below to explore the options of how you can configure the integration.

Which visitors to add

The integration also lets you configure which segment of new visitors you would like to automatically add to your CRM. Your choices are

  • Only Missed – Missed visitor will be automatically pushed to your CRM.
  • Only Attended - Attended visitor will be automatically pushed to your CRM.
  • Only Accessed - Visitor accessing the website will be pushed into your CRM 
  • Attended & Missed - All the visitors irrespective of missed or attended will be pushed to your CRM.
  • Selecting all  – All new visitors irrespective of missed or attended will be pushed to your CRM.
  • Selecting None - No visitors will be pushed into your CRM automatically. However you can manually push it to CRM from the chat window.

Add as Leads or Contacts

You can also configure as to whether you want to add these visitors as Leads or Contacts automatically in your CRM.

  • In Zoho SalesIQ, click “Settings”.
  • In the Integration section, inside the CRM configuration sub-section, click the button to select either “Lead or Contact”.

Note: This configuration will apply to all visitors added automatically, so be aware of what visitors you configure in the next option to add so you can choose the best option.

Automatically add a follow-up task

The third option you can configure in the CRM configurations, is whether or not you push a follow-up task to the customers your Zoho SalesIQ automatically adds to your CRM—and when that task is due. You can setup the system to create a follow-up task in CRM for today, tomorrow, the 7th day, or 14th day, to ensure your customer-centric culture extends beyond the initial live support encounter, and your entire team can check in with customers and see how things are working out.

Assigning up an agent for new visitors pushed into CRM

You can also assign an agent in Zoho CRM for all the new visitors pushed from Zoho SalesIQ to CRM.

  • In Zoho SalesIQ, click “Settings”.
  • In the Integration section, inside the CRM configuration sub-section, Select the drop down next to “Responsible CRM User for new visitors”.
  • You will be listed with the agent from CRM and with an option “Zoho SalesIQ Attender”

Note:

Selecting the agent name will ensure all the new visitors are assigned to them.

Zoho SalesIQ Attender - On selecting this option the agent who attends the chat will be the responsible CRM user for new visitors. If the agents are not associated in Zoho CRM these chats will be assigned to the Zoho CRM Administrator.

Tracking your visitors inside CRM

Zoho SalesIQ allows you to track visitors inside your CRM in real time. Get notified inside your CRM when a visitor visits your website. See the time spent by the potentials/lead/contact and the pages visited organized and stored inside your Zoho CRM

  • Visitor Notification – Enable/Disable website visitor notification inside your Zoho CRM.
  • Add visit details – Enable/Disable adding website visitors page access details to the related visit fields of Leads/Contacts

Visitor Notification

See how you get notified inside your CRM when a visitor visits your website in real time. Engage and get connected on seeing the visitor information stored n Zoho CRM.

Viewing up your visitor visit details

Add your visitor visit details inside your CRM. Track your site visitors and the action performed by them in your site organized in the CRM visit module based on customers/ potentials/lead/contact.

Attaching your chat transcript automatically

The last of the CRM configurations, allows you to determine if you want Zoho SalesIQ to automatically send a transcript of every completed chat to CRM at the completion of a chat.

Zoho SalesIQ configurations

You have the option to configure what happens when missed visitors from Zoho SalesIQ are pushed into CRM so they can be tracked, or followed-up on as a part of your existing customer engagement system.

If missed visitors are pushed across as a new lead, or contact, into your CRM automatically, you can choose whether you want their status inside Zoho SalesIQ to be displayed as “Tracked in CRM,” or see them as “Missed” visitors.

Using the integrated information

When you know how to use the instantly available information, you get the most value from your integrating live chat support with your existing customer database.

Viewing your visitor CRM information

Whenever a customer (or visitor) initiates a chat with you through your Zoho SalesIQ, that visitors’ information they provided to initiate the chat, is automatically screened through your CRM database. If a customer matches one already in your database, the information from the CRM is automatically displayed just below the standard Zoho SalesIQ visitor information—on the column just to the right of the live chat window.

View your visitor’s complete details inside your CRM

If you want a detailed picture, beyond the quick-view of your customer’s information (both for Contacts and Leads), you have one-click direct access to the complete details inside your CRM.

  • Click the expand information icon.
  • The complete view of your customer’s details inside Zoho CRM will open in a new browser tab.

Manually adding data to your CRM from Zoho SalesIQ

When you are chatting with a visitor who hasn’t been automatically added to your CRM based upon your configurations, or doesn’t already exist inside your CRM database, you will have the ability to manually push these visitors to your CRM as either Leads or Contacts.

Lead Configurations

Adding a new lead

When chatting with a prospective customer, perhaps a customer who has questions about a trial, you can quickly add the customer as a new lead, from the same window you are chatting with them from.

After you click the “Push to CRM” button, you will see the add Lead/Contact box. This will default to bringing up the information for adding a new Lead, but you can click either Lead or Contact, to switch between the two add boxes.

When adding a new lead from Zoho SalesIQ manually, it is mandatory that you enter the visitor’s company name. Here you can also add phone number, lead status and assign an owner.

Tracking Visitors based on CRM Lead information

Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Lead information.

Note: Make sure to enable your CRM integrations to track your visitors

Routing visitors to your sales rep based on Lead information in Zoho CRM

Lead generated in Zoho CRM can be routed to particular sales rep provided the assignment rules are defined.

  • To route your leads go to "Settings"
  • In the “Tracking Rules” tab click on the "Add" to set your required filters.
  • Select the required "CRM Lead" from the list, followed by selecting the fields available for the Leads in CRM.
  • Define a "criteria" for your conditions.
  • Enter a value for the set condition.
  • Add the agents name in the “route to agents” section by clicking on the "+" symbol, to get the visitors assigned to your agents.
  • To remove the added agents, hover over the agents and click "-" symbol.

Customizing your priority circles based on lead information

Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Lead information.

  • To customize the priority circle, go to "customize" on the right side the tracking tab.
  • Click on the space below "Prioritize your visitor", select "CRM Lead" followed by selecting the fields available for the Leads in CRM.
  • Define a "criteria" for your conditions.
  • Click "Apply".

Viewing your tracked visitor CRM Lead information

On the top right, of your proactive chat window you can find the CRM Lead information above the visitor page navigation area.

Below are the lead fields displayed in the proactive chat window.

  • Company
  • Phone
  • Lead Status
  • Lead Owner
  • Lead Source
  • Annual Revenue
  • No of Employees

Note: The field does not have any value in CRM it will not be displayed in Zoho SalesIQ, Instead rest of other fields will be displayed.

Viewing your Visitor CRM Lead information in the chat window

When you are chatting with a customer, or visitor, who is a Lead in your CRM, you will be able to see in the quick-view their company, phone number, and lead status

Updating Lead information to your CRM Custom Fields

Zoho SalesIQ allows you to update the Lead information in the into your Zoho CRM custom field while you are in chat. All you have to do is to select the information, which you need to add in CRM.

  • Select the information, which you need to add in CRM.
  • Click on the “CRM Icon”.
  • Select a custom field, where you like to add the information in CRM.
  • The selected value will be auto filled into the text box below, you can edit it as per your need and hit “save”.
  • At any time if you like to discard click “cancel”.

Converting a lead to a contact

You also have the ability to convert the lead to a potential. You can display the new potential fields, by clicking the box Create New Potential. Here, from the same window you are chatting with a lead, you can enter the new potentials name, the stage the new potential is in, how much this potential deal represents and when you target to close.

Once you enter this information click the "Covert Lead" button to convert the Lead to a contact with the potential information inside your CRM, which your team can now follow-up with later.

Adding a task to the Lead in CRM

You can also manually create a follow-up task for your Lead in CRM from Zoho SalesIQ. All you have to do is click on the add task Icon.

Contact configurations.

Adding as a new contact

If after chatting a while with a customer, you realize this is a contact from an existing or new account, who hasn’t been added into your CRM for some reason, you can easily add them as a new contact while you answer their questions.

To add a new contact

  • Click on "Push to CRM" button on the right column of the chat window.
  • Click "Contact" to display the options for adding a new contact.
  • Enter the "Account name" to the contact.
  • Phone number for the contact.
  • You can also assign the new contact an owner from the drop-down list.
  • Lastly create a follow-up task for today, so the new owner can further connect with the new contact, or even create a new potential.

Tracking Visitors based on CRM Contact information

Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Contact information.

Note: Make sure to enable your CRM integrations to track your visitors.

Routing visitors to your sales rep based on Contact information in Zoho CRM.

Contact added in Zoho CRM can be routed to particular sales rep provided the assignment rules are defined.

  • To route your contact go to "Settings".
  • In the “Tracking Rules” tab click on the "Add" to set your required filters.
  • Select the required "CRM Contact" from the list, followed by selecting the fields available for the Contacts in CRM.
  • Define a "criteria" for your conditions.
  • Enter a value for the set condition.
  • Add the agents name in the “route to agents” section by clicking on the "+" symbol, to get the visitors assigned to your agents.
  • To remove the added agents, hover over the agents and click "-" symbol.

Customizing the priority circles based on Contact information

Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Contact information.

  • To customize the priority circle, go to "customize" on the right side the tracking tab.
  • Click on the space below "Prioritize your visitor", select "CRM Contact" followed by selecting the fields available for the Contact in CRM.
  • Define a "criteria" for your conditions.
  • Click "Apply".

Viewing your tracked visitor CRM Contact information

On the top right, of your proactive chat window you can find the CRM Contact information above the visitor page navigation area.

Below are the contact fields displayed in the proactive chat window.

  • Account Name
  • Phone
  • Contact Owner
  • Lead Source

Note: The field does not have any value in CRM it will not be displayed in Zoho SalesIQ, Instead rest of other fields will be displayed.

Viewing your Visitor CRM Contact information in the chat window

For a Contact you will get a quick view of the below

  • Account name - the account (Company) that they belong too.
  • Phone number – Contact number.
  • Owner - who owns this contact.

Note : You can view the account details, by clicking the account name, which is underlined and a direct link to the complete account details inside your CRM, which will open a new tab.

Updating contact information to your CRM Custom Fields

Zoho SalesIQ allows you to update the contact information in the into your Zoho CRM custom field while you are in chat.

  • Select the information, which you need to add in CRM.
  • Click on the “CRM Icon”.
  • Select a custom field, where you like to add the information in CRM.
  • The selected value will be auto filled into the text box below, you can edit it as per your need and hit “save”.
  • At any time if you like to discard click “cancel”.

Adding up a potential value for your contact

You also have the ability to potential value for your contact You can display the new potential fields, by clicking the box Create New Potential. Here, from the same window you are chatting with a lead, you can enter the new potentials name, the stage the new potential is in, how much this potential deal represents and when you target to close.

Once you enter this information click "Save" to add the potential value for your contact inside your CRM, which your team can now follow-up with later.

Adding a task to the contact in CRM

You can also manually create a follow-up task for your contact in CRM from Zoho SalesIQ. All you have to do is click on the add task Icon.

Potential Configuration

Tracking Visitors based on CRM Potential information

Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Potential information.

Note: Make sure to enable your CRM integrations to track your visitors.

Routing a visitor to your sales rep based on the potential value in Zoho CRM

Visitors can be routed based on the potential value to particular sales rep provided the assignment rules are defined.

  • To route your CRM Potential go to "Settings".
  • In the “Tracking Rules” tab click on the "Add" to set your required filters.
  • Select "CRM Potential" from the list, followed by selecting “No of Open Potentials” or “Revenue in pipeline”.
  • Define a "criteria" for your conditions.
  • Enter a value for the set condition.
  • Add the agents name in the “route to agents” section by clicking on the "+" symbol, to get the visitors assigned to your agents.
  • To remove the added agents, hover over the agents and click "-" symbol.

Customizing the priority circles based on the potential value in Zoho CRM

Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Potential information.

  • To customize the priority circle, go to "customize" on the right side the tracking tab.
  • Select "CRM Potential" from the list, followed by selecting “No of Open Potentials” or “Revenue in pipeline”.
  • Define a "criteria" for your conditions.
  • Enter a value for the set condition.
  • Click "Apply".

No. open Potential - Number of potential available for a contact.

Revenue in pipeline - Potential value for a contact.

Viewing your tracked visitors CRM Potential information

On the top right, of your proactive chat window you can find the CRM Potential information above the visitor page navigation area.

Viewing your Visitors potentials information in your chat window

You will also get a quick view of the potential information. As an existing customer with an established relationship with your company, these details can help you provide better support.

Updating your visitor data from your chat widget to CRM custom field

If the custom filed name in from the Zoho SalesIQ chat widget matches with the Custom field in the CRM, Zoho SalesIQ updates those data directly into your CRM in real time.

Click here to know more on adding custom fields in chat widget though JavaScript Apis.

Note: These visitor information will be updated only when adding a new visitor in CRM

Viewing the data from Zoho SalesIQ in CRM

Viewing chat transcripts as attachments inside your CRM

If you do configure your Zoho SalesIQ to push completed chats as transcripts into CRM, you will be able to view all your chats with Leads and Contacts inside of your CRM. When you view a Lead or Contact, scroll down to the attachments section and you will see each chat you had with that person, listed with the chat subject as the file name, in PDF form. Click these transcripts, and choose either Open or Download, to either view or download the transcripts for review.

Lead Source as chat

See how many leads you are adding through your Zoho SalesIQ, and view and search by lead source—in this case you will see chat as the source.

Notes (auto-added) and manually added

Each time you chat with a Lead or Contact, Zoho SalesIQ will automatically add a note for this chat—including who they had the chat with, their visit ID, when the chat was, and the question they asked as the initial subject. A note will also be automatically added for customers whose attempts to initiate chats with your Zoho SalesIQ are missed.

You can also manually add notes directly from the notes section in Zoho SalesIQ, which when on a Lead or Contact, will push these notes directly to CRM so the rest of your team can learn more about your Customers and visitors.

Follow-up tasks

When your Zoho SalesIQ creates a follow-up task, either automatically, or manually, you can see these tasks yet to be completed in the Open Activities section in each Lead or Contact’s detail page inside CRM. Here you will see the tasks subject “Zoho SalesIQ chat session follow-up” followed by the subject of the chat, the activity type—tasks, the status and the due date. You can also view who owns this task.

Top