Types of Conversation Monitor

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Introduction

Conversation Monitor in Zoho CRM is a powerful tool that allows UK businesses to supervise live chat and call interactions between customer service agents and website visitors. Whether you’re training new staff or stepping in to support a conversation, this feature helps you maintain quality and consistency across your customer communications.

You can monitor conversations in real time, offer guidance through internal chat, and even join the conversation when needed. It’s ideal for coaching, quality assurance, and improving customer experience.

Step-by-Step Instructions

Types of Conversation Monitoring

Zoho CRM offers two types of monitoring:

Chat Monitor – Observe and assist agents during live chat sessions.
Call Monitor – Listen in on calls between agents and visitors.

How to Add a Chat Monitor

Go to Settings > Controls > Conversation Monitor.
Click Add to create a new monitor.
Select Chats as the conversation type and click Next.
Choose how you want to monitor:
Operator Name – Monitor all chats handled by a specific agent.

IP Address – Track chats from a particular IP.

Visitor Email – Follow conversations linked to a specific visitor email.

Click Add to save your settings. The monitor will appear under the Chat Monitor section.

How to Add a Call Monitor

Navigate to Settings > Controls > Conversation Monitor.

Click Add to begin.

Select Calls and click Next.
Choose your preferred monitoring method:
- Operator Name
- IP Address
- Visitor Email

Click Add to confirm. Your monitor will be listed under the Call Monitor section.

Who Can Monitor Conversations

Role	Can Monitor
Administrator	Supervisor and Associate
Supervisor	Associate
Associate	None

How to Join or Assist in a Conversation

Once monitoring is active:

You can view live chats or calls.
Use internal chat to coach your team discreetly.
Click Join this chat or Join (for calls) to actively participate when needed.

How to Delete or Disable a Monitor

To delete a monitor:

Click the Delete icon next to the monitor.

Confirm the deletion when prompted.

To disable a monitor:

Toggle the switch beside the monitor to turn it off temporarily.

Tips

Use stealth mode to observe without disrupting the conversation.
Ideal for onboarding new agents and maintaining service standards.
Monitor specific visitors to better understand their journey and improve engagement.
Keep your team informed about monitoring practices to build trust and transparency.

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