Advanced visitor identification settings

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Introduction

Engaging with website visitors in real-time is crucial for boosting conversions and delivering excellent customer service. Zoho SalesIQ offers powerful visitor tracking and proactive chat features that empower your team to connect with visitors effectively. Here’s an overview of how to leverage these advanced visitor identification settings and maximize your live chat interactions.

 

Understanding Visitor Availability Status

 

SalesIQ provides real-time indicators of visitor activity on your website. These status dots appear on each visitor’s image and help you gauge their engagement level at a glance:

  • Green: Visitor is actively browsing your website.
  • Orange: Visitor is idle.
  • Grey: Visitor has left the website.

This immediate insight allows you to prioritize visitors who are actively engaged and ready for interaction.

 

Initiating Proactive Chats

 

Rather than waiting for visitors to start a conversation, you can proactively reach out to potential leads:

  1. In the SalesIQ dashboard, locate and click on the visitor in either the ring or list view.
  2. Click the Start a proactive chat button.

3. A chat window will appear type your message and hit send to begin the conversation.

Handling Multiple Departments

 

If your brand is linked to multiple departments, you can select which department the proactive message will represent:

  • After clicking on the visitor and typing your message, hit send.
  • A popup will prompt you to choose the department to continue the chat on behalf of.
  • Select the relevant department and proceed with the conversation.

Using Canned Messages for Quick Replies

 

Save time by using pre-crafted canned messages during proactive chats:

  • Click on a visitor in the dashboard.
  • Type / in the message box to pull up canned message suggestions.
  • To find a specific message, type a keyword right after the /.
  • Select the desired canned message from the list.
  • Press Enter or click Send to deliver the message instantly.

Responding to Visitor Replies

 

When a visitor responds to your proactive chat invite, a message request popup will appear. Simply click Reply to join the conversation promptly.

Answering Incoming Visitor Chats

 

Visitors can also initiate chats. When this happens, their status tile changes to Waiting:

Click the Pick up button to join and respond to their chat promptly.

Exploring Advanced Visitor Information

 

The Proactive Chat Window holds valuable insights about each visitor:

  • Visitor Actions: Quickly understand the visitor’s current status such as Contacted, Responded, Triggered, Waiting, Accessed, Clicked, Missed, or Chat Completed.
  • Time on Site: View the total time the visitor has spent browsing your website.
  • Recent Chats: Access the visitor’s chat history, including timestamps and chat status, via the Recent Chat tab on the right slide menu.
  • Visitor Contact Info: Find the visitor’s email and accessed page URLs under the Info tab.
  • Visitor Source: See where visitors originated from (AdWords, social media, campaigns, direct URL, etc.).

To reveal the slide menu, click the two arrows on the right if it’s not visible.

 

Tracking Visitor Navigation

 

Expand the tab below the visitor’s name in the dashboard to explore their website footprint. This displays a complete list of all actions and pages the visitor has interacted with during their session.

Customizing Visitor Tracking Sounds

 

Personalize notification sounds for visitor events:

  1. Click your profile picture at the top right.
  2. Go to your profile via the side drawer menu.
  3. Click Notifications.
  4. Under Visitor Events, customize sounds for:
    • Visitor landing on the website
    • Visitor leaving the website

Choose from multiple sound options or select “None” to disable specific notifications. Changes save automatically.

Analyzing Tracking Reports

 

The Overview section in the Reports module offers comprehensive insights into your live chat and visitor tracking performance.

  • Access it by clicking the Reports tab and selecting Overview.
  • Review metrics like total visits, contacted visitors, and responses to proactive triggers.
  • Adjust the date range to analyze data over different periods.

Activity Analysis

 

Gain insights into visitor engagement, such as:

  • Average pages visited per visitor.
  • Average time spent per page.

Activity Analytics

 

Visualize visitor behavior over your selected timeframe:

  • Total visits and unique visitors.
  • Counts of proactive triggers and visitor responses.
  • Average time spent on site and pages visited.
  • Total page views and visitor counts.

Disabling Visitor Tracking for a Brand

 

To turn off visitor tracking for a specific brand:

  1. Go to Settings > Brands and select the brand.
  2. Open the Control Panel and select Channels.
  3. Toggle off the Visitor Tracking under the Website channel.

Your changes will save automatically.

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