Flow design for Leads

This flow is designed for visitors who exist in your CRM as Leads. These are individuals or organizations that have shown interest in your business but have not yet completed a purchase or moved further into the sales process.

By recognizing them as leads, you can tailor the conversation to guide them more effectively toward conversion.

1. What options are provided to leads?

Leads are often evaluating different options. To support their decision-making, the flow highlights the most popular products.
This is determined by fetching products from Zoho CRM that are associated with the highest number of deals, under the assumption that these are the products most frequently discussed or considered by other prospects and customers.
By showcasing these products, the business can steer the lead’s interest toward items with proven traction.

The flow also allows leads to schedule an appointment directly using a Zoho Bookings card.
This reduces the back-and-forth typically involved in scheduling and ensures that the sales team can connect with interested prospects at a time that suits them.

If the lead prefers direct interaction, this option forwards the chat to an available operator.
This ensures their questions are addressed in real time, increasing the chances of moving them further along the sales funnel.

1. How are the popular products determined?

A plug is configured to:

• Retrieve products from Zoho CRM.
  

• Calculate the number of deals associated with each product.
  

• Sort the products based on these counts.

• Select the top five products to display to the lead.

This approach provides a data-driven way to highlight offerings that have attracted significant interest from other prospects and customers.

New Visitor Flow

These are typically first-time visitors to your website or visitors who have not provided sufficient details in the past to be recognized by your system.

By identifying them as new, you could present options that introduce them to your offerings and encourage them to begin their journey with your business.

1. What options are provided to new visitors?

For visitors unfamiliar with what your business offers, it is essential to give a clear overview.
In this flow, you can use a Share Links card to direct visitors to your features or services page on your website.
This helps educate them about your capabilities and how you can address their needs.

Similar to leads, new visitors are also shown a curated list of the most popular products.
This is based on the number of deals associated with each product in Zoho CRM, highlighting offerings that have gained the most traction with other prospects and customers.
It provides a data-backed starting point for them to explore your catalog.

Recognizing that some visitors may prefer immediate human interaction, the flow also includes an option to connect directly with an operator.
This ensures they can have their questions answered or receive guidance right away, improving their initial experience with your brand.

Usage of SalesIQ Plugs & Important Notes

To achieve this level of personalized interaction, we use Zoho SalesIQ Plugs. Plugs allow the bot to execute deluge scripts that can fetch data in real time from Zoho CRM (or other systems) and return dynamic results into the chat flow.

In this solution, Plugs are used to:

- Identify whether a visitor is an existing Contact, a Lead, or a completely new visitor by looking up their details in Zoho CRM.

- Retrieve products associated with a contact’s closed deals (previous orders).

- Retrieve products linked to a contact’s open deals (currently exploring).

- Determine the most popular products based on how often they appear across deals, to show to leads and new visitors.

This ensures that the bot doesn’t rely on static data but dynamically adapts to each visitor’s context.

For detailed plug configurations, scripts, and step-by-step setup with examples, refer to:

Technical Guide for configuring Plugs in this solution

Notes & Limitations

1. This solution is built using Zoho SalesIQ Plugs, combined with custom Deluge scripting that interacts with Zoho CRM via APIs. It serves as a flexible foundation to show how different flows can be tailored for each type of visitor (contacts, leads, or new visitors) based on CRM data. The setup requires custom plug configurations and API scripts. The approach shown here is intended as a base to demonstrate possibilities; it can be extended or adjusted to match varied business use cases, such as handling additional modules, tracking more fields, or adding complex decision branches.
   
   
2.  The solution retrieves CRM records using getRecords and getRelatedRecords API calls. 
   
   API usage limits in your Zoho CRM edition to avoid hitting daily API call limits. The examples provided, such as identifying “popular products,” are based on a simple count of how many deals are linked to each product. This approach might be refined in a production scenario (for example, by factoring in recentness of deals, revenue totals, or product categories).
   
   
3. Any changes to the underlying CRM structure (for example, renaming modules or fields) may require adjustments to the scripts used in the plugs.
   

Working Demo Screencast:

1. Screen Recording: Contact Flow – Viewing Previous Orders:

Shows how an existing customer (Contact) can see a list of products they have already purchased through closed deals.

1. Screen Recording: Contact Flow – Products that contact is exploring: