How to add operators and assign them roles in SalesIQ?

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Introduction

Enhance your customer support by adding team members as operators in Zoho SalesIQ. With flexible roles and permissions, you can structure your live chat operations to match your business workflow.

What Are Operators in SalesIQ?

Operators are your team members who interact with website visitors or help manage the platform. SalesIQ supports three operator roles:

Administrator – Full access to all settings and data. Can perform all actions.
Supervisor – Limited access. Can monitor teams and oversee live chats.
Associate – Basic access. Can chat with visitors and view only their own data.

Step-by-Step Instructions

How to Add an Operator

To add a new operator:

Go to Settings > General > Operators
Click the Add button in the top-right corner.

3. Enter the operator’s email address.

4. Select the role:

- Administrator
- Supervisor
- Associate

5. Associate the operator to departments:

- Use the dropdown or type to search departments.
- At least one department must be assigned.

6. Configure additional options:

- Visitor Engagement: Enable to allow chatting and proactive messages.
- Available to Take Calls: Enable audio call and screen sharing capabilities.

- Monitor Chats: Allow this operator to monitor other operator conversations.

- Concurrent Chat Limit: Set the maximum number of chats the operator can handle at once.
Click Add Operator to complete the process.

How to Change an Operator’s Role

Go to Settings > Operators
Click on the operator’s tile.
On the profile page, click the settings icon (top-right corner).
Scroll to Choose a Role and select the new role.

5. Click Save.

How to Associate Operators to Departments

Go to Settings > Operators
Select the operator to edit.
Scroll to Associate to Departments

4. Choose departments from the dropdown list.

5. To remove a department, click the “X” next to the name.

6. Click Save to apply changes.

Note: Each operator must be associated with at least one department.

Additional Operator Settings

Set Availability Status

Go to Settings > Operators
Select the desired operator.
Scroll to Operator Away

4. Toggle the status ON/OFF to mark as available or away.

Only administrators can change operator availability.

Set Concurrent Chat Limit

Define how many chats the operator can manage at the same time.
When the limit is reached, the status changes to “Engaged,” and no new chats will be routed.

Manage Notifications

Mobile Notifications: Toggle ON to receive alerts on mobile devices.
Desktop Notifications: Toggle ON to receive alerts on desktop.

Operator Roles and Permissions Overview

Feature	Administrator	Supervisor	Associate
Edit SalesIQ Settings	Yes	No	No
View Operator Profiles	Yes	Yes (team only)	Yes (peers only)
Access Customer Info	Yes	Yes	Yes
Edit/Delete Data	Yes	No	No
Monitor Other Chats	Yes	Yes	No
Add/Remove Operators	Yes	No	No
Approve IP Blocking	Yes	Yes	No
View Reports	Yes	Yes	No
Change Operator Roles	Yes	No	No
Set Chat Limits	Yes	No	No
Send Files / Share URLs	Yes	Yes	Yes
Email Visitor Info	Yes	No	No
View Chat Transcripts	Yes	Yes	Yes
Configure Operator Availability	Yes	Yes	Yes
Purchase or Upgrade SalesIQ	Yes (Portal Owner)	No	No
Add Brands/Departments	Yes	Yes	No
Create Canned Responses	Yes	Yes	Yes
Add Articles	Yes	Yes	No
Create Triggers or Routing Rules	Yes	No	No
Access Visitor Modules	Yes	Yes	Yes
Access Settings	Yes	Limited	Limited

Summary

Zoho SalesIQ gives you the flexibility to scale your support team efficiently. Whether you’re assigning full control to administrators or enabling associates to handle customer queries, you can structure roles and departments to optimize live chat operations and deliver excellent service.

How to add operators and assign them roles in SalesIQ?

Introduction

Step-by-Step Instructions

Summary

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