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How to setup chat window flow?

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The Zoho SalesIQ chat window flow controls how visitor information is collected and how chats are routed and handled, so your team gathers the right details without slowing visitors down.

Set up pre-chat forms

Pre-chat forms collect visitor details before a chat starts, so you have key information without scrolling through chat history.

  1. Go to Settings > Brands > Your Brand > Flow Control.
  2. Click Add Field to include the visitor information you want to collect, such as name or email.
  3. Drag and drop to arrange the fields.
  4. Under Form Style, choose Traditional to enable pre-chat forms.
  5. Tick Mark this field as mandatory for fields visitors must complete before chatting.

Set up in-chat forms

In-chat forms let visitors start chatting immediately, which suits quick support where speed matters; you collect their details later in the conversation.

  1. Go to Settings > Brands > Your Brand > Flow Control.
  2. Under Form Style, choose Conversation (visitors enter details step-by-step in the chat window) or Inline (visitors start chatting and provide details through chat fields as they go).
  3. Click Save.

Set a waiting time for visitors

This controls how long operators have to respond before a chat moves to the missed section. Shorter waits can improve satisfaction; longer waits help if you have fewer operators.

  1. Go to Flow Control and set your preferred response time limit.

Associate departments with a brand

Route visitors to specific departments based on the part of your website they’re browsing.

  1. In Flow Control, scroll to Departments responsible for the chat.
  2. Select departments from the dropdown and assign them to your brand. At least one department is required, and you can assign several.

Use department resources

This lets operators access canned responses and templates from their department.

  1. On the Flow Control page, toggle Display Departments for Resources.
  2. If disabled, manually select the departments whose resources you want to use.

Enable reopening chats

This lets visitors reopen a closed chat so operators can pick up from the previous conversation instead of starting again.

  1. In Flow Control, toggle Reopen Chat on.

Allow parallel conversations

Visitors can start a new chat even while another is ongoing, useful for busy customers with several questions. Enable this option in your chat settings.

Configure chat notifications and queue

Choose whether chats are assigned to operators automatically or manually, and set a maximum queue limit per operator to manage workload.

  1. Adjust notification preferences and queue limits under Flow Control.

Show visitor questions in the accept window

This displays the visitor’s initial question in the operator’s incoming chat window, giving useful context before they accept.

Enable content moderation

Filter inappropriate language to keep conversations professional.

  1. Go to the Abusive Content Moderation tab in Flow Control.
  2. Toggle Content Moderation on.
  3. Choose whether to monitor operators only, or both bots and operators.
  4. Set the action for flagged content: display, mask or block.
  5. Adjust word limits and customise warning messages.
  6. Set a follow-up action, such as closing the chat or blocking the user, once the limit is reached.

Enable operator ratings and feedback

Collect visitor feedback and operator ratings to track support quality.

  1. In Flow Control, toggle Enable operator ratings and feedback.
  2. Add your own text and customise responses to feedback.

Frequently asked questions

What’s the difference between pre-chat and in-chat forms?

Pre-chat forms collect visitor details before the chat starts, while in-chat forms let visitors start chatting straight away and share details during the conversation.

Can I moderate abusive language in chats?

Yes, Content Moderation in Flow Control can display, mask or block abusive messages and set follow-up actions once a limit is reached.

Need help?

Need help configuring chat flow in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

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