Associate Guide

What is SalesIQ?

SalesIQ is a customer engaging platform that helps the company to boost their sales support and marketing activity. An operator uses SalesIQ to communicate with the website visitors via chat and audio call to explain about the product, to help them buy, resolve the customer issues and much more. 

Chats

The chats are the communication between you and your website visitors. The visitors might connect with you to get their queries resolved or to get help in using the product or to know about the product or to buy the product, reason may be anything but the customer seeks help from you via chat when they are struck via chat. 

How to pick and end 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 Accept button to answer the chat.

Once the chat conversation is wrapped up, you can hit End Session icon on the chat window and then End Immediate or select any of your required End timer to End the current chat.  

The Operator Chat Window

Now that you have answered your test-incoming request, we want you to take this time to familiarize yourself with the Zoho SalesIQ chat window within the dashboard, and the powerful tools you can use during live chats with your customers.

  1. At the top of the dashboard, you will see the visitor's name displayed if the visitor's name is not identified then the visitors random ID will be displayed. Chat window is designed to allow you to chat with multiple visitors at once, in one organized placed, with separate chats popping into tabs.
  2. Below you will see the chat area, which displays the visitors question as the heading, with the time the chat started, the visitors' Name and E-mail displayed below. As the chat continues, the conversation between you and the visitor will be displayed in this window, alongside their display name.
  3. To begin chatting or reply to your visitor, simply start typing. Navigate below the chat window to see your messages as you type in the editing box, where you can format your text. When you have readied your message to your visitor, hit enter, and the message will be sent directly to your customer and displayed above in the chat window.
  4. The Visitor's Info opens on the right side of the tab.
  5. If the visitor has a chat history, then the visitor's Recent Chats will be available under the Recent Chat tab.
  6. You can view what the visitor is typing in the messaging window even before the visitor sends the message to you.
  7. SalesIQ supports markdown which is used to format the text in the operator's chat window. These markdowns can be viewed by hovering on the (...) icon at the bottom right corner of the operator chat window. You can use typographical emphasis like bold, italics, increase font size, quote a text etc.
    • Bold:  Enclose desired portion of the text with asterisk (*) or (**) to bold a section of the text
      Example: *To bold the text* or **To bold the text**
    • Italics: Enclose desired portion of the text with underscore (_) to italicize a section of the text
      Example: _To italicize the text_
    • Strike: Enclose desired portion of the text with tilde symbol (~) to strike a section of the text
      Example: ~To strike the text~
    • Underline: Enclose desired portion of the text with two underscores (__) to underline a section of the text
      Example: __To underline the text__
    • Quote: Enclose desired portion of the text with back tick to quote a section of the text
      Example: `To quote the text!`
    • Blockquote: Use exclamatory (!) before the desired portion of the text to block quote a section of the text
      Note: This can be used only at the beginning of a sentence
      Example: !To block quote the text
    • Headers: Use hashtag (#) followed by space and then the header text
      Example: # Large Headings,
      ### Small Headings.
      Note: This can be used only at the beginning of a sentence
      The maximum number of headings is 6 and a space is must between the hashtag and header text
    • Links: Enclose desired portion of the text with the square bracket and the link with parentheses to insert a link into display text
      Example: [Text to be displayed as link](enter your link here)
    • Syntax Hightlighting:  Enclose desired portion of the text with 3 back ticks (```) to create a box that displays text inside
      Example: ```To create a box for the text```
    • Horizontal Rule: Use 3 hyphens (---) to insert a horizontal space
      Note: This cannot be used inbetween sentences.
      Tip: You could also press the enter key twice to insert a horizontal space
    • Lists: Use numerical character (1.) followed by space and then the header text to create a ordered list
      For Example: Use asterisk (*) followed by space and then the header text to create a bullet list
      For Example: Note: A space is must between the numerical character and header text for ordered list and between asterisk and header text for bullet list 
      This can be used only at the beginning of a sentence
      1. 1. one
        2. two
      • * orange
        * banana

 

Canned Responses

With Canned Responses, you can pre-program the common responses, solutions, links, etc. With which, you get the ability to handle support requests in less time, which in turn 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! 

Note:

  • Canned Responses is available for Basic, Professional and Enterprise plans. Also the 15-day Trial users of Zoho SalesIQ can avail, but the section and the changes will be automatically removed when the trial switch to free plan.

How do I add a Canned Response?

  1. Navigate to Settings -> Templates -> Canned Responses, click Add
  2. Type the desired content in the Compose Message box.
  3. Choose which department you want to associate the message with or choose All Departments for a general canned message you wish to use that isn't department specific.
  4. Click Add.
  5. You can view the report of the canned responses, like how many times the response has been used by the operators in Chats and when was the response Last Used

How do I edit a canned response?

  1. Navigate to Settings -> Templates -> Canned Responses.
  2. To Edit, hover over the name and click the canned response you had created and would like to edit from the list:
    • You can change the message and the department it is associated with.  
    • Click Update

How do I effectively use the Canned responses During chat?

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 return the product.” Knowing that the returning procedure is already saved, you can access canned response by:

  • Clicking  the Canned Messages button in  the view window of a chat, and start typing the subject you want to find your canned message for. Click the desired message to load it into your text-entry window, and hit Enter to send it to your customer.
  • You can also 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.
  • You cannot manually sort the canned response since it appears contextually and auto-complete when you type # followed by the desired text. But, the canned responses are automatically sorted either by 'Number of chats in which the particular canned response was used' or 'the Last Used response' (Ascending or Descending.)
     

 

Dynamic Text

What is a Dynamic Text?

The text that can customize or change is termed as "Dynamic Text". The message will be conveyed dynamic from one visitor to the other as mentioned in the defined rule. The dynamic text will be auto-populated when the "%" symbol is typed along with the message.

List of Dynamic Text Available in Zoho SalesIQ

Dynamic Canned TextWhat 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 operator 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).

How to use Dynamic Text in Canned Messages?

The canned message is used to store the frequently typing text to save the operator time and improve the chat quality.

To add the dynamic text in the canned message, do the following:

  • Navigate to Settings-> Templates -> Canned responses, click on the Add option to create a new canned message.
  • Then type the message you would like to store in the Compose message section.
  • To include the dynamic text in between the message then type %, the auto complete option will list all the options that are available. Choose the appropriate option.
  • Choose a department and hit Save

Note: The same can be used in embed configure messages and APIs.

Example:

To store a greeting message with the time period of the visitor. Click Add on the canned responsemsection, enter the message along with the %smart.timenow%! now dynamic text, and click on the Save button.

When displayed to the visitor, the time period of the visitor will be calculated and the message will be customized accordingly.

How do I block spammers directly from the chat window?

  1. In the specific live chat window, Click More Actions and select the Block IP.
  2. Then, click Yes, Add to blocked IP list.
  3. An approval email will be sent to the administrator, once they approve the email the IP address will be blocked immediately. 

 

Proactive Chat Window

Initiating a chat to your website visitor

  • In the Visitors online tab, click on a visitor with whom you would want to chat.
  • Type the message in the text box given, which you can find in the bottom of the visitor tile.
  • Then hit "Enter" or click on the "Send" button right beside the text box, to send out the message.

Initiating a Chat when Associated with Multiple Department

  • In the Visitors online tab, click on a visitor with whom you would want to chat.
  • Type the message in the text box given, which you can find in the bottom of the visitor tile.
  • Then hit "Enter", right after which a drop down box with all the departments that you are associated with will manifest beside the textbox.
  • Choose the department on behalf of which you would like to send out this message to that particular visitor.
  • Once chosen, either hit "Enter" or click on the "Send" button beside the text box to send out the message.

Using Canned Messages to Initiate the Chat

  • In the Visitors online tab, click on a visitor with whom you would want to chat.
  • In order to access the canned messages that were drafted by you, type in the character "#" in the message box.
  • A list of suggestions would appear above the text box.
  • If you are looking out for a specific message then type in a prime keyword of that particular message right beside the "#" symbol.
  • Click on the desired message.
  • Either hit "Enter" or click on the "Send" button right beside the text box to send out the message.

Visitor offline

Do remember that there might be situations where the visitor leaves or closes his/her browser right after you initiate a chat. Well, in such cases the first sub tile of the visitor's tile would display a message saying "Visitor left" , and the message box would display a message saying "Visitor has left your website" and the send button will be greyed out thus proscribing the operator from sending out further messages.

Responding to Visitor Replied Chats

If the visitor responds to the message that you had sent out earlier, the visitor tile would then displays a message "Visitor has replied to this chat". Click on the Continue button, which you can find at the bottom of the visitor tile, after which you will be re-directed to the My Chats tab, from where you can pursue this conversation. 

Attending the Waiting Visitors Chat

In situations where we are tracking a particular visitor and apparently that particular visitor would want to initiate a chat with you and he/she does so, the first sub tile of the vistor's tile would display a message "Waiting". And the message box would display the query brought in by the visitor and right beside which you would find a button saying "Pick up". Clicking on which you will be re-directed to the "My chats" tab, from where you can pursue the conversation.

Internal Chat History

You can view the internal chat history, which you had between the operators.

  1. In My profile, click Internal Chat history.
  2. Then click on the chat to view the transcript which you prefer and it will be displayed in the right side of the screen.