Zoho SalesIQ Help

Defining Departments inside your Zoho SalesIQ

To better organize your Support operation, and maximize the ability to connect with customers, we made it easy to create Departments within your Zoho SalesIQ. Add all your customer supporting departments inside Zoho SalesIQ, and each Department can have their own, dedicated chat widget. Specify groupings of users for each department to ensure the right agent answers every chat.  

When you created your Zoho SalesIQ the system automatically generated a default department, which will have the same name as your portal. 

Departments can either be public or private. Public departments are visible to your visitors and give you the ability to create embeds for these departments. Private departments are only seen by those inside your company, and are for back office agents, where agents from public departments can transfer chats to these private departments when necessary. 

Add a new department

To add a new Department:

  1. Click on the "Settings".
  2. In the "Departments" section, click the “+ Add” button.
  3. Add the Department name and description.
  4. Choose whether this department will be "Public" or "Private".
  5. Add users to the department by selecting the user from the display box
  6. Click on the "Add" to create the new department.

Managing and Adding agents to your Department

You can add agents to your department from the list or you can search an agent with their Email Address.

  1. Go to "Settings".
  2. In the "Departments" section, click the “+ Add” button.
  3. Add the Department name and description.
  4. Choose whether this department will be "Public" or "Private".
  5. Move down to "Manage agents for this department" and select the agent from the list below or search through entering the agent email address.
  6. Click "Add" to create the new department.

Department Based Email Settings

Department settings configure the e-mail communications. Your Zoho SalesIQ can automatically send, to keep you, your agents, and others in your company informed of important data from your live support chat operation.

  • Go to "Settings".
  • In the "Department" Settings section, scroll down to the "E-mail configuration" section.
  • For each configuration, click the e-mail address field to edit the specific address. Or click the check mark icon on the right of each section, to disable a specific e-mail configuration.

  1. From E-mail Address - Define the e-mail address you want to display while replying to visitors' missed chat requests.
  2. E-mail Copier - Define an e-mail address which you want to mark automatically while replying to the visitors.
  3. Block IP Notification - Receive an e-mail alert when an agent blocks an IP address from initiating live chats.
  4. Visitor Feedback - Deliver the feedback your customers leave about your user to a specified e-mail address.
  5. Chat Transcript - Distribute complete transcripts of your live chats to a specified e-mail address when each chat session is completed.
  6. Missed Visitor Notifications – Notify a specific e-mail address, when a customer’s live chat request is unanswered.

Note: You can add multiple e-mail addresses to these fields, by adding a comma and then typing the next e-mail address.

View and Edit the Configured Department

To view or edit the configured department:

  1. Click "Settings".
  2. In the "Departments" section, click on the department name.
  3. Here you can edit the department name, description, and choose whether the department is Public or Private. You can also manage the users of this department below.
  4. Click on the "Save" button to update the changes.

Disable the Configured Departments

You can disable the configured department when it is no longer required or if you would like to freeze it for some time.

  1. Click "Settings".
  2. In the "Departments" section, click on the department name.
  3. Click the "Disable" button on the right top corner.

Disable the Configured Departments

You can Renable the configured department in Zoho SalesIQ at any time on need after disabling it.

  1. Click "Settings".
  2. In the "Departments" section, click on the department name.
  3. Click the "Enable" button on the right top corner.

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