Managing Active Chats in SalesIQ

Estimated reading: 4 minutes 16 views

Introduction

 

In today’s fast-paced digital environment, delivering instant and meaningful customer support is crucial. Zoho SalesIQ’s Active Chats and My Chats features make it easy to manage multiple ongoing conversations efficiently, while also equipping your team with powerful tools to ensure personalized and effective interactions.

 

Whether you’re handling several customers simultaneously, guiding new operators in real-time, or just keeping track of ongoing conversations, SalesIQ gives you the control you need all from a single dashboard.

Step-by-Step Instructions

 

Navigating the Chats Interface

 

My Chats

 

This tab gives you quick access to all conversations you’ve been involved in. From here, you can:

  • Reopen past conversations
  • Continue ongoing chats
  • Review previous discussions for context

To access, click on the Chats tab in the left panel of your SalesIQ dashboard.

Active Chats

 

The Active Chats tab helps you conveniently manage multiple ongoing conversations—whether handled by you, your team, or a bot. Each active conversation is organized neatly into tabs for

 

Answering a Live Chat

 

When a visitor initiates a chat via the website widget:

  • You’ll receive an incoming chat alert on the operator dashboard.
  • Click Pick up to accept and begin the conversation.

Visitor Info at a Glance

 

While chatting, the right-hand panel gives you an instant snapshot of your visitor’s information:

  • Email address
  • Page they were browsing
  • Country (with flag icon)
  • Browser and operating system

This context allows you to offer personalized and efficient support without needing to ask the customer for basic technical details.

Recent Chats

 

The Recent Chats section lets you:

  • View past conversations
  • Read full transcripts
  • Refer to previous messages while handling another live chat

Perfect for multitasking and ensuring continuity.           

Widgets Integration

 

You can integrate Zoho and third-party apps via Widgets in the chat interface. This allows you to:

  • Display relevant external data within chat
  • Interact with third-party tools directly from the SalesIQ window
  • Enhance support workflows and productivity

Chat Summary

 

Chat Summaries provide a quick overview of the entire conversation—perfect during operator handoffs or when reviewing past chats.

You can:

  • Generate summaries manually or automatically
  • Choose between:
    • Zia (Zoho’s AI)
    • ChatGPT (via integration)

Configuration Path:

 

Settings > Global Settings > AI Tools for Operators > Conversation Summary

Note: Summaries are generated in the operator’s interface language. IM channel summaries (e.g., Facebook, WhatsApp, Instagram) are only available in English.

Conversation View

 

When you click on a chat, it opens in Conversation View, where:

  • All messages between operator and visitor are visible
  • You can respond via the message input at the bottom
  • You can click the Summary tab on the right to generate a conversation synopsis (if enabled)

Using Tags for Better Organization

 

Tags let you group contacts or chats with custom labels making it easier to organize, filter, and manage your conversations effectively.

 

Example: Label chats as VIP, Support, Billing, etc., to prioritize or categorize quickly.

 

Reassigning a Chat

 

Sometimes, another operator may be better suited to handle a chat. With chat reassignment, admins and supervisors can redirect chats instantly.

What Can Be Reassigned?

  • Active chats (with operator or bot)
  • Chats in queue

 

Steps to Reassign a Chat:

  1. Go to the Chats section on the left panel.
  2. Select the chat you want to reassign.

3. Click the Reassign icon (available in list view and chat view).

4. Choose the appropriate department and operator.

5. Click Reassign the chat is transferred immediately.

 

Note: Only available operators are shown. Reassignment is auto-accepted, ensuring seamless support.

 

Ending a Chat Session

Once a customer’s issue is resolved, you can end the chat manually or set it to auto-end after inactivity.

 

Manual End:

Click End Immediately to close the chat instantly.

 

Auto End:

Choose a timeout (90, 60, 45, or 30 seconds). If the customer doesn’t respond within the set time, the chat will end automatically. If they start typing again, the countdown resets, and the chat continues.

Note: When no active chats are available, the Chats window will not be accessible.

For Administrators - Previous Whisper Chat in SalesIQ

Recently Viewed articles

Leave a Reply

Your email address will not be published. Required fields are marked *

Learn how we helped 100 top brands gain success