How to configure chat window options?

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Introduction

Managing your chat window settings in Zoho CRM helps create a personalised, efficient experience for your website visitors. From setting up your brand identity to enabling useful features like file sharing and GDPR compliance, you can tailor the chat to fit your business needs. This guide walks you through each step, ensuring your chat interactions are smooth, secure, and professional.

Step-by-Step Instructions

 

1. Accessing Page Management

To manage your pages:

  • Click the hamburger menu (☰) in the top-left corner.
  • Select Pages from the Dashboard.

You’ll see a list of all your website pages. To modify a specific page, click Edit Page Info.

2. Enable Email Chat Transcripts

Let visitors receive chat conversations directly in their inbox.

  • Navigate to Settings > Brands > Your Brand > Configurations.
  • Scroll to Email chat transcripts and toggle it on.
  • Click Save.

 

3. Allow Visitors to View Old Conversations

Help visitors review past chats anytime.

  • Go to Settings > Brands > Your Brand > Configurations.
  • Scroll to View old conversations and enable it.
  • Click Save.

4. Enable Emojis in Replies

Make chats more expressive and engaging by allowing emojis.

  • In Settings > Brands > Your Brand > Configurations, scroll to Use emojis in replies.
  • Toggle it on and save.

5. Enable File Sharing

Allow visitors to share documents, images, and more during chat.

  • Find Share Files in Settings > Brands > Your Brand > Configurations.
  • Toggle to enable and save.

6. Enable Screen Sharing

Assist visitors better by viewing their screen in real-time.

  • Scroll to Share screens in the same configurations area.
  • Turn it on and save.

7. Record Calls and Screen Share Sessions

Keep recordings for quality checks or training.

  • In Select your desired recording preference, choose:
    • Only audio calls
    • Audio calls and screen shares
    • Don’t record
  • Save your choice.

8. Set Call and Screen Share Consent Messages

Notify visitors before recording begins.

  • Enter consent messages for calls and screen sharing in the respective fields.

9. Enable Voice Notes

Allow visitors to send voice messages during chat.

  • Toggle Voice notes on in your brand’s configurations and save.

10. Manage Privacy Settings & GDPR Compliance

Control GDPR banners and cookie consent for your visitors.

  • To enable GDPR consent banner:
    • Go to Settings > Brands > Your Brand > Configurations > Privacy
    • Toggle Display GDPR consent banner on your website.
  • For cookie management, choose between:
    • Self-managed cookies using Zoho SalesIQ API
    • Using Zoho SalesIQ’s own cookie consent banner with customisable options
  • Configure cookie notifications to suit your business.

 

11. Google Translate Notification

Inform visitors when automatic translation is used.

  • Choose to notify visitors or provide an opt-out option under Google translation settings.

 

12. Notify Terms and Conditions

Request visitor consent before chat starts.

  • Add a privacy policy link and set notification preferences to comply with regulations.

13. Track Do Not Track (DNT) Enabled Visitors

Decide whether to track visitors who enable DNT in their browsers.

  • Enable or disable tracking under Track DNT enabled visitors.

14. Manage Channels and Features

Control which platforms and chat features are active for your brand.

  • Toggle live chat, audio call, visitor tracking, and other features on or off.

Tips for Managing Chat Window Settings

  • Keep your brand info clear and updated to build visitor trust.
  • Use emojis and file sharing to make chats engaging and productive.
  • Enable GDPR and cookie settings to comply with UK and EU regulations.
  • Regularly review recordings to improve customer service quality.
  • Customise consent messages to maintain transparency with your visitors.

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