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Managing Active Chats in SalesIQ

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Zoho SalesIQ’s Active Chats and My Chats views help your team manage several ongoing conversations at once, with the context and tools needed for a personal response.

Navigating the chats interface

My Chats

This tab gives quick access to every conversation you’ve been part of, so you can reopen past chats, continue ongoing ones, or review previous discussions for context.

Active Chats

This tab helps you manage multiple ongoing conversations, whether handled by you, your team, or a bot, with each conversation organised into its own tab.

Answering a live chat

When a visitor starts a chat from your website widget, you’ll get an incoming chat alert on the operator dashboard.

  1. Click Pick up to accept and begin the conversation.

Visitor info at a glance

While chatting, the right-hand panel shows a snapshot of the visitor’s email address, the page they were browsing, their country, and their browser and operating system, giving you context without asking basic questions.

Recent Chats

This section lets you view past conversations and full transcripts, or refer back to previous messages while handling another live chat, useful for multitasking with continuity.

Widgets integration

Widgets let you bring Zoho and third-party apps into the chat interface, so you can view relevant external data and interact with other tools directly from the SalesIQ window.

Chat Summary

Chat summaries give a quick overview of an entire conversation, useful during handoffs or when reviewing past chats. Summaries can be generated manually or automatically, using Zia or a ChatGPT integration, and are configured under Settings > Global Settings > AI Tools for Operators > Conversation Summary. Summaries appear in the operator’s interface language; IM channel summaries, such as for Facebook or WhatsApp, are only available in English.

Conversation View

Clicking a chat opens Conversation View, where all messages between operator and visitor are visible, you can reply from the message box at the bottom, and click the Summary tab to generate a synopsis where enabled.

Using tags for organisation

Tags let you label chats or contacts, such as VIP, Support or Billing, to prioritise, filter and manage conversations more easily.

Reassigning a chat

Admins and supervisors can redirect a chat to another operator when someone else is better suited to handle it. This works for active chats, whether handled by an operator or a bot,

and for chats still in queue.

How to reassign a chat

  1. Go to the Chats section in the left panel.
  2. Select the chat to reassign.
  1. Click the Reassign icon, available in both list view and chat view.
  1. Choose the department and operator.
  2. Click Reassign; the chat transfers immediately.

Only available operators are shown, and reassignment is accepted automatically.

Ending a chat session

Once an issue is resolved, you can end the chat manually or set it to end automatically after a period of inactivity. Click End Immediately to close a chat straight away, or choose an auto-end timeout of 90, 60, 45 or 30 seconds; if the customer doesn’t respond in that time the chat ends automatically, and typing again resets the countdown.

Note: when there are no active chats, the Chats window is not accessible.

Frequently asked questions

Can I reassign a chat that’s already in progress?

Yes, admins and supervisors can reassign an active chat, one handled by a bot, or one still in queue, to another available operator.

What happens if a customer stops responding?

If Auto End is set, the chat closes automatically after the chosen timeout, unless the customer starts typing again, which resets the countdown.

Need help?

Need help managing live chat operations in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

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