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How SalesIQ identifies website visitors

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Zoho SalesIQ uses several methods to recognise website visitors and link their activity to known contacts, helping you deliver more relevant support and follow-up.

Identification through past chats and visits

SalesIQ uses information visitors have already given, such as a name or email from a previous chat, to recognise them when they return using the same browser, via a unique key stored in a cookie. If you use the SalesIQ JavaScript API to pass identity details, SalesIQ remembers them for future visits too.

Using JavaScript APIs to pass visitor details

Common APIs such as $zoho.salesiq.visitor.name() and $zoho.salesiq.visitor.email() let you pass a visitor’s identity to SalesIQ, for example when they log in on an e-commerce site, so their activity is tracked and personalised from that point on.

Identification via campaign links

When visitors arrive through a marketing campaign, SalesIQ can identify them from a unique contact ID appended to the campaign URL, fetching their details automatically when they click through.

Visitor identification using web forms

SalesIQ can index details submitted through forms on your site.

  • Zoho CRM web forms: make sure the Visitor Tracking option is enabled when creating the form; if it wasn’t enabled originally, update the form settings and republish the form code.
  • Regular web forms: add SalesIQ attributes to your form fields (for name, email, phone, company, first name and last name) so SalesIQ can automatically capture the details visitors submit through any standard form.

Smart identifiers in email campaigns

Smart identifiers are small tracking images embedded in emails that detect when a recipient opens the email and later visits your website, setting a cookie so SalesIQ can identify them by name and email.

  1. Integrate SalesIQ with your email marketing service, such as Zoho Campaigns, Mailchimp or Constant Contact.
  2. Get the campaign-specific smart identifier code from Settings > Developers > Integration.
  3. Insert the HTML snippet into your email using the insert HTML option.

You can also encrypt the name and email using SalesIQ’s Encryption REST API for added security. Note that smart identifiers won’t work if a recipient disables image loading, and may not work reliably with email services that cache images, such as Gmail.

CRM identifiers for email links

When sending emails to Leads or Contacts from Zoho CRM, you can embed CRM identifiers in your links so SalesIQ captures the visitor’s name and email when they click through, updating the CRM record with their website activity.

Visitor ID for anonymous visitors

For first-time or unidentified visitors, SalesIQ assigns a Visitor ID. If they later share details, such as through chat or a form, their profile updates with that information; if they leave without sharing anything, they remain identified by the Visitor ID, and a small asterisk marks them as a returning visitor on future visits. Operators can also update a visitor’s details manually during a conversation.

Frequently asked questions

How does SalesIQ recognise a returning visitor?

Through a unique key stored in the visitor’s browser cookie, or through details you’ve passed in via the SalesIQ JavaScript API, campaign links or web forms.

What happens to a visitor who never shares their details?

They stay identified by an automatically assigned Visitor ID, and returning visits are marked with an asterisk.

Need help?

Need help setting up visitor identification in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

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