FAQs: Working with Chat and setting up Live Chat using Zoho SalesIQ | Zoho Desk

FAQs: Working with Chat and setting up Live Chat using Zoho SalesIQ

Access and requirements

Who can enable and configure live chat in Zoho Desk?
Users must have the Support Channels administrative permission to enable or configure the chat channel. Users without this permission cannot access the required chat settings.
Is Zoho SalesIQ required to use live chat in Zoho Desk?
Yes. Zoho SalesIQ powers the live-chat channel in Zoho Desk. The connection between the two products enables real-time conversations, chat-widget customization, and chat-specific configuration.

Can live chat be enabled without an existing Zoho SalesIQ account?
Yes. If the organization does not already have a Zoho SalesIQ account, enabling chat in Zoho Desk automatically creates a Zoho SalesIQ portal linked to the Zoho Desk portal.

The new SalesIQ account is linked to the Zoho Desk user whose credentials were used to enable the channel.

Customer and Agent experience

Where can customers start a live chat?
Customers can initiate live chat through the Help Center. Organizations can also make chat available on their business website.

For example, a customer reading a Help Center article can open the chat window to request immediate assistance instead of submitting a ticket by email.
Can agents handle chat conversations from a mobile device?
Yes. Agents can begin and manage live-chat conversations through the Zoho SalesIQ app on mobile devices.
Can a chat interaction become a Zoho Desk ticket?
Yes. Chat interactions can be converted into support tickets. The automatic conversion behavior is configured in Zoho SalesIQ.

This is useful when a customer’s issue needs follow-up after the live conversation ends. For example, an agent can continue an urgent billing discussion in chat, while the chat interaction is converted into a ticket for investigation and tracking.
Is chat translation available for conversations with customers who use another language?
Yes. Real-time chat translation is available and is powered by Google Translate.
Can the chat window display FAQs?
Yes. FAQs can be made available in the chat window, helping customers locate answers while they are seeking support.
Can unwanted visitors be blocked from using chat?
Yes. The available chat capabilities include IP blocking for spammers or harassers.
Are audio calls available in the chat experience?
Yes. Audio calls are available as an additional chat capability.

Connecting Zoho Desk and Zoho SalesIQ

How is chat enabled for an organization that is new to Zoho SalesIQ?
  1. Navigate to Setup > Channels > Chat.
  2. On the Chat Settings page, select Enable Chat.
Zoho Desk creates a Zoho SalesIQ portal using the Zoho Desk portal name. Its default chat embed is automatically linked to Zoho Desk.
Can chat be enabled from a department’s settings instead of the main Chat Settings page?
Yes. Chat can also be enabled from a department’s channel settings:
  1. Go to Setup > Organization > Departments.
  2. Select the applicable department.
  3. Open Channels > Chat.
  4. Enable the chat channel.
How is an existing Zoho SalesIQ account linked to Zoho Desk?
  1. Navigate to Setup > Channels > Chat.
  2. On the Chat Settings page, select Enable Chat.
  3. Choose the appropriate Zoho SalesIQ portal from the list.
  4. Select Continue.
Select the portal that should be connected to the Zoho Desk account. This determines which SalesIQ environment supports the chat channel.
What should be configured after chat is enabled?
After live chat is enabled, complete the operational setup by selecting the chat embed, adding departments, and associating agents in Zoho Desk.

This ensures that the correct chat experience is presented to customers and that the appropriate support team can handle incoming conversations.

Chat Embeds and Customization

What is a chat embed?
A chat embed is the chat configuration used to make live chat available to customers. When a new Zoho SalesIQ portal is created through Zoho Desk, its default embed is linked automatically.
Where are chat-window appearance and chat-specific settings managed?
Chat-embed appearance and other chat-specific settings are managed in Zoho SalesIQ. Because SalesIQ powers the Zoho Desk chat channel, updates made to the chat widget in SalesIQ are available through the Zoho Desk chat experience.
Can more than one website use chat?
Yes. The included Zoho SalesIQ access supports an unlimited number of website embeds.

For example, an organization can use separate embeds for its customer Help Center, product website, and billing portal while using the same connected Zoho Desk environment.

Included Zoho SalesIQ Capabilities

How many chat agents can be included?
The available operator count corresponds to the chat agents in Zoho Desk. Chat volume is unlimited.
How many chat departments can be configured?
Up to 25 departments are available.

This allows organizations to structure chat around teams such as Technical Support, Billing, Sales, and Account Management.


Is chat history retained?
Yes. Chat history is available without a stated day limit, and conversation search is supported.
Can agents monitor active chat conversations?
Yes. Live-chat monitoring is available.
Can the number of simultaneous chats be limited?
Yes. A concurrent-chat limit can be configured. This helps organizations control agent workload when chat volume increases.
Can chat be initiated from an email signature?
Yes. Chat from an email signature is supported.
Are reporting capabilities included?
Yes. Reporting is included with the connected Zoho SalesIQ access.
Read more: 
  1. Working with Chat Module in Zoho Desk
  2. Setting up Live Chat using Zoho SalesIQ