Whisper Chat in SalesIQ

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Introduction

In customer support, timing and discretion are everything. When an operator faces a challenging conversation or is unsure how to respond, a delay or misstep can negatively impact the customer experience. Enter Whisper Chat in Zoho SalesIQ a powerful feature that allows admins and supervisors to provide real-time guidance to operators without the customer ever knowing.

 

Whisper Chat lets admins and supervisors silently monitor live chats between operators and website visitors. If needed, they can send private messages (whispers) to operators during the conversation. These whisper messages are invisible to the visitor, allowing the operator to receive immediate coaching or instructions while keeping the conversation smooth and uninterrupted.

Benefits of Whisper Chat

 

Real-Time Assistance Without Interruptions

 

Admins and supervisors can offer instant suggestions or corrections to operators without putting customers on hold or saying, “Let me check and get back to you.” This ensures:

  • Faster response times
  • More accurate information
  • Better customer satisfaction

On-the-Job Training for New Operators

 

Whisper Chat is an ideal tool for training new or less experienced operators. Supervisors can guide them during live conversations, helping them:

  • Respond confidently
  • Learn best practices in real time
  • Handle complex queries with support

This results in a seamless learning experience for the operator and a professional support experience for the customer.

 

Access & Permissions

 

Whisper Chat is designed with a clear hierarchy to ensure appropriate use:

Role

Can Whisper To

Admin

Admins, Supervisors, Associates

Supervisor

Supervisors, Associates

Additionally, admins and supervisors can monitor any conversation they have added to their Conversation Monitor List.

 

Bonus Tip

 

An admin or supervisor can use Whisper Chat to assist multiple operators across multiple chats simultaneously, making it a powerful tool for managing high chat volumes or mentoring multiple team members at once.

 

How to Use Whisper Chat

 

Here’s how you can enable and use Whisper Chat from the SalesIQ dashboard:

 

Step-by-Step Guide:

  1. Go to the SalesIQ Dashboard
  2. Navigate to the Chats section on the left panel.

You’re now in Whisper Mode! Simply type your message and click Send. The operator will receive your guidance, and the visitor will remain completely unaware.

Exiting Whisper Mode:

  • Click the three dots in the top right corner of the chat window.
  • Select Exit Whisper Mode.

Additional Notes

  • If you’ve added a chat to your Conversation Monitor List (using operator name, IP address, or email), the Whisper Mode button will appear alongside the Join the Chat button.
  • Clicking Join the Chat will insert you as a visible participant in the conversation. In this mode, all your messages will be seen by both the operator and the visitor.
For Administrators - Previous How SalesIQ identifies website visitors Next - For Administrators Managing Active Chats in SalesIQ

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