Zoho SalesIQ Help

How to Customize your Live Chat Window?

You can now customize your appearance, configurations, visitor input fields , auto response messages and much more on your live chat window. Get more insights on your visitors like never before through customer support.

Table of contents:

  • Login to your Zoho SalesIQ operator console click "Settings".
  • In the "Websites" section, click the name of the Website you want to customize.
  • "Add" the live chat platform and select "Chat Window" on the left side.

Change the live chat window appearance

Now change the way you want the live chat window to be potrayed on your website.

  • Click on "Appearance" in the chat window.​

1. Choose a color for your chat window: Here, choose a color for the live chat window that would best suit your website requirements.

2. Choose your preferred chat window size: Here, pick a chat window size from small to large, which would look perfect for your website.

Note: Unfortunately, only a standard live chat window size will be displayed on your mobile browsers.

3. Display company logo: Have your company logo displayed on your live chat window header for a professional touch.

4. Display user profile picture on connecting: Let the user profile picture be displayed, so visitors can get more comfortable while they engage with users on live chat.

5. Change chat window appearance with custom css file: You can also incorporate your ideas for the live chat window and upload a custom css file to change the appearance of the live chat window to match your website requirements.

  • After the changes are made, click on "Update" to reflect these changes onto your website.

Configure live chat window

Now with configurations make changes to the chat window's behaviour and preferences.

  • Click on "Configurations" in chat window.

1. Set the chat waiting time: Here, you can set a waiting time for visitors to connect with users via chat, so lesser the waiting time the higher the satisfaction. 

    Note: If the user doesn't pick the visitor chat within the alloted waiting time it becomes a missed chat. In that case the visitor can leave a message, so the user can get back to them shortly.

2. Modify the chat window language: In case you have multiple sites for each country then you can modify the live chat window language based on that. By default, the live chat window uses the same language as the website.

3. Choose a specific department to assign chats: You can either assign your chats to a particular department  (for eg. Zylker marketing) or let your visitors choose the department they wish to engage with to get immediate assistance from the right representatives.

4. Allow visitor to print the chat transcript: Let your visitors take prints of important chat transcripts they may need for future reference.

5. Allow visitor to email the chat transcript: Let visitors have their chat transcripts sent via email for future references by just typing in the email address

6. Allow visitors to share files during the conversation: Let visitors share files such as images, pdf, word document, audio and video files during conversations with users to make it more interesting and engaging.

7. Allow visitor to mute the sound notification during the conversation: Allow visitors to mute sound notifications of receiving and sending chats during a conversation incase it becomes disturbing.

8. Display screen sharing option: Incase your visitor faces any issue or needs any help with something on their computer, you can ask them to share their screen from the live chat window.

To enable this integration, go through the following steps.

  • Initiate "Share your screen" from either the visitor's or the user's side.
  • Click on "Join now" to start your session.
  • This will take you to the Zoho Assist page where you can send the invitation link to your customer.
  • Then, after the visitor clicks on the link they'll be asked to download a Join file.
  • When the download is complete, the visitor should run the file to start the session.

In case you wish to get clearer picture on how screen sharing works, check here.

 9. View previous chat conversations: Enable this to have your visitors view previous chat conversations or catch up on conversations they would have missed out by clicking on "Show All" in your live chat window.

10. View live chat widget on your website: With this option, you can view the live chat window in your website (For eg. www.zylker.com) where you have embeded the SalesIQ live chat by simply typing in the website URL.

11. Chat window Appearance: Shows you a preview of your chat window alone and the changes you make simultaneously.

  • ​After the changes are made, click on "Update" to reflect these changes onto your website.

Set visitor input fields in live chat window

Now set visitor input fields for the chat window with which you can fetch information about the visitor before they connect with you.

  • Click on "Fields" in chat window.

1. Chat Survey - Pre chat/ Post chat: Pre chat is said to be the actions performed by the visitor before they start a conversation with you, this includes name, email address and phone number. Whereas, post chat is said to be actions performed by the visitor after ending the conversation, which includes visitor rating and feedback.

2. Name: The name field is almost become mandatory as it gives a unique identity, so users can identify customers by their names in future visits.

3. Email Address: The email address field is almost become mandatory as it also gives a unique identity to the visitors and it can also be used to send updates via email.

4. Phone number: This field helps the users to contact visitors for any marketing or sales follow up.

5. Allow visitor to rate the user: Let your visitors rate their users based on the service provided on a scale of one to five stars at the end of the chat conversation. 

6. Allow visitors to provide user feedback: Let your visitors provide their detailed feedback on their experience chatting with the users. Based on the feedback given, users can improvise accordingly.

  • After the changes are made, click on "Update" to reflect these changes onto your website.

Set auto response messages in live chat window

Now set automated messages for your visitors when the user is online/offline.

  • Click on "Response messages" in chat window.

1. Configure messages- Online Response/ Offline response: You can set automated messages based on the action performed by the visitor in the live chat window when the user is online/offline.

2. Greeting messages: You can set customized greeting messages to be displayed on the live chat window when the user connects with the visitor and when the visitor initiates a chat.

3. Thank you message: You can set a thank you message to be displayed on the live chat window to the visitor in the live chat window for reaching out, at the end of the chat conversation.

4. Waiting message: You can set a customized message to be displayed on the chat window while the visitor awaits to connect to the user to ensure that your users will get back to them shortly.

5. Busy message: You can set a message to notify your visitors when all users are busy or when the chat window timer ends.

6. Busy response message: When the visitor leave an offline message to the user, you can set a message to affirm that the user will get back to them shortly

7. Engaged message: You can set an 'engaged message' to notify visitors when all users are busy assisting others visitors.

8. Engaged response message: When the visitor leaves a message while the user is busy assisting other visitors, then you can set a message to affirm that the user will get back to them shortly.

9. Feedback message: You can set a customized message after users are done giving their feedback.

10. Rating message: You can set a unique customized message to be displayed on the live chat window for each chat rating given by the visitor in the live chat window.

11. Offline message: When visitors visit your website after business hours or on holidays, you can display a message to ensure they leave a message, so you can get back to them soon.

12. Offline response message: When the visitor sends their queries after business hours or on holidays, then set a customized display message to ensure your users will get back to them shortly.

13. View live chat widget on your website: With this option, you can view the live chat window in your website (For eg. www.zylker.com) where you have embeded the SalesIQ live chat by simply typing in the website URL.

  • After the changes are made, click on "Update" to reflect these changes onto your website.

Also, preview the changes you make on your website and mobile browser simultaneously on the right side by clicking on the "Desktop view" or "Mobile view".

 

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