Whisper Chat in SalesIQ

Whisper Chat in Zoho SalesIQ lets admins and supervisors give operators real-time guidance during a live chat, without the visitor ever knowing.

What Whisper Chat does

Admins and supervisors can silently monitor live chats between operators and visitors, and send private messages, or whispers, to the operator during the conversation. These messages are invisible to the visitor, so the operator gets immediate coaching while the conversation stays smooth for the customer.

Benefits

Real-time assistance without interruption: admins and supervisors can offer instant corrections or suggestions without putting the customer on hold, leading to faster responses and better accuracy.

On-the-job training: it’s a useful way to train new or less experienced operators, letting supervisors guide them through live conversations so they respond confidently, pick up best practice, and handle complex queries with support, giving the customer a professional experience throughout.

Access and permissions

Whisper Chat follows a clear hierarchy: Admins can whisper to admins, supervisors and associates, while Supervisors can whisper to supervisors and associates. Admins and supervisors can also monitor any conversation added to their Conversation Monitor List, and can whisper across several chats at once, useful for managing high volumes or mentoring several team members together.

How to use Whisper Chat

1. Go to the SalesIQ dashboard.
2. Open the Chats section in the left panel.