Advanced visitor identification settings

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Zoho SalesIQ’s advanced visitor identification settings help your team spot engaged visitors and reach out proactively, rather than only waiting for visitors to start a chat.

Visitor availability status

Status dots on each visitor’s image show their activity level at a glance: green means actively browsing, orange means idle, and grey means they’ve left the site.

Starting a proactive chat

In the SalesIQ dashboard, click a visitor in either Rings or List view.
Click Start a proactive chat.

Type your message in the chat window and hit send.

Handling multiple departments

If your brand has more than one department, you’ll be prompted to choose which department the proactive message represents before the chat continues.

Using canned messages for quick replies

Click a visitor in the dashboard.
Type / in the message box to bring up canned message suggestions, adding a keyword after the slash to search.
Select the message you want.
Press Enter or click Send.

Responding to visitor replies

When a visitor replies to your proactive invite, a message request pop-up appears; click Reply to join the conversation.

Answering incoming visitor chats

When a visitor starts a chat themselves, their status tile changes to Waiting. Click Pick up to join and respond.

Advanced visitor information

The proactive chat window shows useful detail about each visitor.

Visitor actions: their current status, such as Contacted, Responded, Triggered, Waiting, Accessed, Clicked, Missed or Chat Completed.

Time on site: total time the visitor has spent browsing.

Recent chats: their chat history, with timestamps and status, in the Recent Chat tab on the right-hand slide menu.

Contact info: their email and the pages they’ve accessed, under the Info tab (click the two arrows on the right to reveal the slide menu if it’s hidden).

Tracking visitor navigation

Expand the tab below the visitor’s name to see their full website footprint: every action and page visited during their session.

Customising visitor tracking sounds

Click your profile picture in the top right, then go to your profile via the side drawer.
Click Notifications.
Under Visitor Events, set sounds for a visitor landing on your site or leaving it, choosing from the available options or None to disable a sound.

Changes save automatically.

Analysing tracking reports

The Overview section of the Reports module summarises your live chat and visitor tracking performance.

Click the Reports tab and select Overview.
Review metrics such as total visits, contacted visitors and responses to proactive triggers.
Adjust the date range to compare different periods.

Activity analysis

See average pages visited per visitor and average time spent per page.

Activity analytics

Visualise visitor behaviour over your chosen timeframe: total visits and unique visitors, proactive trigger counts and responses, average time on site and pages visited, and total page views.

Disabling visitor tracking for a brand

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

Changes save automatically.

Frequently asked questions

What do the visitor status dots mean?

Green means the visitor is actively browsing, orange means they’re idle, and grey means they’ve left your website.

Can I turn off visitor tracking for one brand only?

Yes, under Settings > Brands, open the Control Panel, go to Channels, and toggle off Visitor Tracking under the Website channel.

Need help?

Need help getting more from visitor tracking in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

Advanced visitor identification settings

Visitor availability status