Every customer journey is made up of moments.

The moment someone discovers your business. The moment they need help. The moment you decide to reach out. The moment a simple chat turns into something more. And the moments that continue long after the conversation ends.

SalesIQ's Summer '26 Release brings improvements across many of those moments, helping conversations start smarter, continue more naturally, and stay connected beyond the chat.

Rather than exploring each update on its own, let's look at the moments where these improvements come together.

Every customer journey starts differently.

Some visitors know exactly what they're looking for. Others are comparing options, exploring your website, or looking for a quick answer before deciding whether to start a conversation. In those first few moments, every interaction matters.

That's why one of the biggest focus areas in Summer '26 is helping customers find the right answers before an operator even joins the conversation.

It starts with Zia Agents, giving businesses AI-powered digital operators that can automatically take up conversations inside SalesIQ. Beyond answering questions, they engage with visitors, perform actions, and assist with support workflows based on how you've configured them. Using the instructions, knowledge base, tools, and connected Zoho applications assigned to them, they can intelligently handle the tasks they're designed for, helping your team deliver faster, more capable support at scale.

Of course, helpful AI starts with helpful knowledge. Instead of recreating information inside SalesIQ, you can now use your existing website as a knowledge source with Webpages, allowing your chatbot to learn from the content you've already published.

We've also made it much easier to build and improve the information behind every interaction. AI-generated Articles & FAQs help you create new resources or refine existing ones in minutes, keeping your knowledge base fresh without the manual effort.

Making knowledge available is one thing. Making it easy to use is another. AI-powered Self-help lets visitors ask questions naturally and receive instant answers grounded in your knowledge base, while Dynamic FAQs make those answers even more relevant by tailoring them to each visitor's context.

And for conversations that continue through your bots, we've made them smarter too. The new Question Answering card enables bots to answer questions accurately using your knowledge base and the AI service of your choice.

Eventually, some conversations still need a human. When they do, the AI-powered Criteria Router understands the visitor's needs (intent, sentiment, and topic of the conversation) and connects them to the right operator from the very beginning.

So by the time an operator joins, the customer has already found answers, explored your knowledge, and been guided in the right direction.

Because the best customer experiences don't always begin with a human.

Sometimes, they begin with knowing exactly when to step in.

Not every visitor asks for help.

Some spend time exploring your website before quietly leaving. Others compare plans, revisit the same pages, or abandon the next step without ever starting a conversation. Those moments often say just as much as a customer's message would.

This release helps you recognize those moments and act on them before the opportunity passes.

It starts with Web Proactive Messaging with customized templates, making it easier to engage visitors while they're still browsing your website. Instead of interrupting every visitor with the same message, you can reach the right people based on who they are, where they are in their journey, and what they're doing, making every interaction feel more timely and relevant.

Of course, customer journeys don't always end on your website. Sometimes visitors leave before you're ready to engage, or they're simply more responsive somewhere else. With WhatsApp Proactive Messaging, you can start conversations by reaching out using a customer's phone number, helping you connect beyond the website, where your customers are most active.

To make those conversations feel even more personal, we've also introduced Multilingual WhatsApp Templates, making it easier to communicate with customers in their preferred language. And once your campaigns are running, Outbound Reports help you understand what's working by giving you deeper visibility into the performance of your proactive engagement.

The best conversations don't always begin with a customer's message. Sometimes, they begin because your business recognized the right moment to reach out.

And sometimes, that conversation grows beyond a chat altogether.

Not every chat is meant to be just chat.

As conversations evolve, they often need more than messages to keep moving. The experience should feel like one continuous conversation, no matter how it unfolds.

That's why we've made it easier to move naturally beyond chat without losing context or switching between applications. Video Calls let operators seamlessly continue conversations face-to-face whenever a visual discussion makes more sense, while Meetings make it easy to schedule follow-up discussions directly from SalesIQ and pick up right where you left off.

Sometimes, the conversation itself isn't the challenge: it's the language. The DeepL Translate integration brings real-time translation into conversations, helping operators support customers across languages without interrupting the flow of the interaction.

And some conversations simply need to continue with the right person. Bot-to-Operator Call Transfer ensures customers move seamlessly from automated assistance to a human operator, preserving the conversation's context so they never have to start over.

And once the conversation is complete, the revamped Rating & Feedback experience helps you understand how customers felt, giving your team valuable insights to improve future interactions.

For your customers, the conversation may end here. For your team, it's often just the beginning.

Helping a customer is rarely the final step.

A question may have been answered or an issue resolved, but the conversation often creates a chain of work that continues behind the scenes. It can become a support ticket, a task for your team, a conversation with a colleague, or feedback that helps improve the next customer experience. Keeping all of that connected is just as important as the conversation itself.

Much of it can now happen automatically. With the new Codeless Workflow Builder, building automations is easier than ever. Using a visual drag-and-drop builder, you can create workflows that respond to events across the customer journey, automating routine actions and keeping work moving with minimal manual effort.

From there, your conversations stay connected to the rest of your business. Freshdesk and Freshservice integrations make it easy to create support tickets whenever they're needed, while the Zoho Projects integration helps teams turn conversations into actionable work. Need to bring others into the loop? The Zoho Cliq integration keeps the right people informed with timely updates, helping conversations and collaboration move forward together.

Closing the loop is just as important. The Survey integration makes it easy to collect customer feedback while the interaction is still fresh, helping your team continuously improve the customer experience.

The fewer tools your team has to switch between, the more time they can spend focusing on customers instead of managing workflows.

And while these improvements work quietly behind the scenes, there are plenty you'll notice every time you log in.

Not every moment belongs to your customers.

Some belong to the people using SalesIQ every day. Managing conversations. Configuring your portal. Reviewing activity. Understanding what happened behind the scenes. Individually, they're small moments. Together, they shape how efficiently your team works.

That's why Summer '26 also brings thoughtful refinements across the platform. The refreshed Conversation UI makes everyday interactions cleaner and easier to navigate. The all-new Brands experience and updates to People and Users modules bring a more organized way to manage your business and the people you interact with.

Whether you're working from your desk or on the go, staying on top of conversations is easier too. Conversation Tags and AI-powered Conversation Summaries in the Operator Mobile App help you stay organized and quickly catch up on conversations, while the revamped TV App Reports and Mobile App Reports give your team real-time visibility into conversations, operator performance, and visitor activity.

And when you need to understand what happened behind the scenes, Workflow Logs, Bot Logs, and Audit Logs make it easier to trace activity, monitor automations, and troubleshoot with confidence.

Some improvements stand out immediately. Others quietly become part of the way you use SalesIQ every day.

Together, they make SalesIQ feel more polished, more intuitive, and easier to use across the platform.

Some shape the experience your customers remember. Others help your team deliver it.

And, this release was all about making each of those moments a smarter, more connected, and easier for both your customers and your team.

There's plenty more to explore across this release, and we can't wait to see how you put these improvements to work. Dive in, explore the new capabilities, and let us know in the comments which update you were most excited to try and how it has worked for you.

Warm regards,

Hameetha

Zoho SalesIQ