Zoho SalesIQ Help

Chat Widget Customization

Configuring Embed Specific Messages

When your customers click-to-chat with your Zoho SalesIQ, and an user answers that chat, you can pre-program a message to automatically be entered as the chat begins. This message can be customized for each specific embed, to ensure you give a personalized, fitting welcome to each-and-every visitor you connect with.

To add a welcome message to a chat embed:

  1. Go to "Settings".
  2. In the Web Embed section, click on the Embed’s name to enter in that specific embed’s details page.
  3. Hover over the "Welcome Message" section, and click on the "Edit" button.
  4. Add the message you want to appear automatically to all visitors chatting through this embed.
  5. Finally, click on the "Save" to update the welcome message.

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 time, the visitor’s information will be logged into the Missed visitors section. It is important to determine what you want the waiting time to be for your Zoho SalesIQ

To Configure an Embed specific Chat Waiting Time:

  1. Go to "Settings".
  2. In the Web Embed section, click on the Embed’s name to enter that specific embed’s detailed information page.
  3. Hover over the "Waiting Time" section, the default will be 60 seconds, and click on the "Edit".
  4. Choose your desired waiting time, your choices are 30, 45, 60, 90, and 120 seconds.
  5. Click "Save" to confirm the changes you have made.

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 Zoho SalesIQ. You have the ability to create and configure specific embeds for specific target audiences, and the back-end flexibility to create departments and associate agents.

For a general embed placed on your index page, you can give visitors options and allow them to choose the department they want to chat with. Or from a product specific page you can create an embed and route those chats specifically to a product specific department. However you want to structure your business, we made it easy to configure.

To associate the routing of an embed:

  1. Go to "Settings".
  2. In the Web Embed section, click on the name of an embed, to enter the Embed details page.
  3. In the "Department" section, hover over the current details and then click "Edit".
  4. Choose from the drop down list a specific department to route all chats from the embed to, or choose “allow user to select department.”
  5. Click "Save".

There are many times when certain situations arise, that your Zoho SalesIQ will display a message to your visitor.

Leave your tone and style on these messages, and further enhance the totality of your customer service experience through SalesIQ.

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.

  1. Go to "Settings".
  2. In the Web Embed section, click on the name of the embed, to enter the Embed details page.
  3. Hover over the “restricted “section, and click “Edit”.
  4. Enter your domain URL click “Save” to confirm the changes you have made.

Customize the Embed’s Display Messages

  1. Go to "Settings".
  2. In the Web Embed section, click on the name of the specific embed you would like to edit.
  3. In the Configure Messages section, click "Configure Messages" to bring up the specific messages you can edit.
  4. Hover over each message you want to edit, and click "Edit" to bring up the input box.
  5. Enter your desired message, up to 100 characters.
  6. When you have finished customizing your display messages to your visitors, click "save" under that message’s input box.

You can customize the messages your visitors see for various scenarios

  1. Waiting — when a visitor is waiting for a chat to begin.
  2. Users offline — the message they see when all your users are offline.
  3. Users busy — the message visitors will see when all your users are too busy and the chat waiting time has expired without an user initiating a chat.
  4. Users Engaged — the message visitors will see when all your users get engaged and your live chat goes to offline.
  5. Thank you — the message your visitors receive after completing a chat while they give their feedback. 
  6. Users offline response — after a visitor submits an offline request, the message you send back.
  7. Users busy response — the message you send visitors after they submit a request while all users are busy and can’t initiate a chat.
  8. Users engaged response — the message you send visitors after they submit a request when all your users get engaged and can’t initiate a chat.

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.

Zoho SalesIQ supports eighteen languages in embeds.

  •  French
  • German
  • Spanish
  • Dutch
  • Norwegian
  • Turkish
  • Russian
  • Portuguese
  • Italian
  • Korean
  • Japanese
  • Danish
  • Polish
  • Arabic
  • Hungarian
  • Chinese
  • Hebrew
  • Irish 
  • Romanian 
  • Thai 
  • Swedish 
  • Greek 

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