Zoho SalesIQ Help

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 crafted 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.

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