How to manage SalesIQ global settings?

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Introduction

Global Settings allow you to control key aspects of your SalesIQ portal that apply across departments and operators. This ensures consistency, streamlines operations, and helps you tailor the experience for both your agents and your website visitors.

Step-by-Step Instructions

  1. Operator Interface Settings

Configure the features available in the operator chat window:

 

Navigation:
Settings > Global Settings > Operator Interface

 

Available Options:

  • Audio Call – Enable operators to assist visitors via audio.
  • Voice Notes – Allow operators to send recorded voice messages.
  • File Sharing – Enable operators to send files (e.g., PDFs, images).
  • Screen Sharing – Operators can share their screens to assist visitors.
  • Email Visitor Info – Allows sharing visitor region, browser, IP address, etc.
  • Google Translation – Enables real-time translation:
    • Automated – Detects and translates language automatically.
    • Manual – Translate on demand.
    • Off – Disables translation.
  • Internal Chat Channel – Choose where operators chat internally:
    • Zoho Cliq
    • SalesIQ internal chat
  • Remote Access – If integrated with Zoho Assist, enables screen sharing.
  • Profile Enrichment – Adds visitor company/contact details to the operator’s chat window.
  1. AI Tools for Operators

Boost efficiency using AI-driven tools:

 

Features:

  • Conversation Summary
    • Services: Zia

      or ChatGPT

    • Generates summaries automatically or on demand.
  • Tag Generation
    • Service: ChatGPT
    • Auto-applies tags to categorize conversations.
  • Writing Assistant
    • Zia: Rephrase or shorten messages.
    • ChatGPT: Rephrase, expand, shorten, check grammar, and adjust tone.
  • Smart Suggestions
    • Zia: Recommends replies using SalesIQ or Zoho Desk data.
    • Zia + ChatGPT: Zia fetches the resource, ChatGPT summarizes.
    • ChatGPT: Direct intelligent suggestions.
  1. Visitor Interface Settings

Adjust how chat appears to your website visitors.

 

Navigation:
Settings > Global Settings > Visitor Interface

 

Available Options:

  • Typing Status – Shows visitors when an operator is typing.
  • Share Chat Transcript:
    • None
    • Automated
    • Manual
    • Both

Info Message Display (IM channels only)

 

Control system-generated messages (e.g., operator join/transfer) on:

  • Facebook Messenger
  • Instagram
  • WhatsApp
  • Telegram
  • LINE
  • WeChat
    Options: Enabled or Disabled
  1. Global Email Configurations

Moderate email behavior for the entire portal.

 

Navigation:
Settings > Global Settings > Email Configuration

 

Settings:

  • Template Visibility:
    • Organization-wide
    • Department-specific
    • Operator-only
  • From Email Address:
    • Operator
    • Company
    • Both (Operator can choose)
  • E-mail Copier – CC all emails to designated addresses.
  • Daily Statistics – Send daily performance reports via email.
  • Weekly Report – Email weekly visitor stats.
  • Blocked IP Notification – Alert when an IP is blocked.
  • Visitor Feedback – Receive feedback summaries.
  • Chat Transcript – Get full chat transcripts via email.
  • Missed Visitor Alerts – Be notified of unanswered chats.
  1. Operator Availability Settings

Manage operator availability logic and chat capacity:

Navigation:
Settings > Global Settings > Availability

Options:

  • Idle Operator as Offline – Treat inactive agents as offline.
  • Set Idle Time – Define idle duration to mark operators offline.
  • Concurrent Chat Limit – Limit number of simultaneous chats per operator.

This can be overridden in individual operator settings.

  1. Privacy Settings (GDPR)

Ensure your portal meets data privacy standards.

 

Navigation:
Settings > Global Settings > Privacy

 

GDPR Settings:

  • Enable GDPR – Activates privacy controls across the portal.
  • Mask Visitor IP – Hide visitor IP addresses in common views.
  • Protect Data on Export – Password-protect exported data.
  • Cookie Consent:
    • Do not notify
    • Notify visitors
    • Notify & allow opt-out
  • Pre-chat Consent – Display terms/privacy agreement before chat starts.

Note: After enabling GDPR in Global Settings, go to
Settings > Brand > [Your Brand] > Configuration > Privacy
to enable the GDPR consent banner on your website.

 

  1. Visitor Tracking Configurations

Customize how visitor behavior is tracked.

 

Navigation:
Settings > Global Settings > Visitor Tracking

Settings:

  • Visitor Inactive Timeout – After this time, visitor is marked “left.”
  • Cookie Lifetime – Set how long SalesIQ cookies persist in browsers.

Once cookies expire or are deleted, the visitor is treated as new.

 

Summary

 

Zoho SalesIQ’s Global Settings give you centralized control over operator tools, visitor experiences, communication behavior, email policies, data privacy, and tracking. Regularly reviewing and updating these configurations helps optimize support performance and ensure compliance with evolving standards.

For Administrators - Previous How to create departments and assign operators? Next - For Administrators How to Block Spammers in Zoho Sales IQ

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