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Types of Conversation Monitor

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Conversation Monitor in Zoho SalesIQ lets you supervise live chat and call interactions between operators and website visitors, useful for training, quality assurance and stepping in when needed.

Types of conversation monitoring

SalesIQ offers two types: Chat Monitor, to observe and assist operators during live chats, and Call Monitor, to listen in on calls between operators and visitors.

How to add a Chat Monitor

  1. Go to Settings > Controls > Conversation Monitor.
  2. Click Add to create a new monitor.
  3. Select Chats as the conversation type and click Next.
  4. Choose how to monitor: by Operator Name, to watch all chats handled by a specific agent,

by IP Address, to track chats from a particular IP,

or by Visitor Email, to follow conversations linked to a specific visitor.

Click Add to save. The monitor appears under the Chat Monitor section.

How to add a Call Monitor

  1. Go to Settings > Controls > Conversation Monitor.
  2. Click Add to begin.
  1. Select Calls and click Next.
  2. Choose a monitoring method: Operator Name, IP Address, or Visitor Email.
  1. Click Add to confirm. Your monitor is listed under the Call Monitor section.

Who can monitor conversations

  • Administrator can monitor Supervisors and Associates.
  • Supervisor can monitor Associates.
  • Associate cannot monitor anyone.

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, and 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 it.

Confirm the deletion when prompted. To disable a monitor temporarily instead, toggle the switch beside it off.

Tips

  • Use monitoring to observe without disrupting the conversation.
  • It’s well suited to onboarding new agents and maintaining service standards.
  • Monitor specific visitors to understand their journey and improve engagement.
  • Keep your team informed about monitoring practices to build trust.

Frequently asked questions

Who can monitor conversations in Zoho SalesIQ?

Administrators can monitor Supervisors and Associates, Supervisors can monitor Associates, and Associates cannot monitor anyone.

Can I monitor by a specific visitor rather than an operator?

Yes, you can set up a monitor by operator name, IP address, or visitor email.

Need help?

Need help setting up conversation monitoring in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

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