Zoho SalesIQ Integration

The Zoho SalesIQ integration for Zoho Projects lets user convert visitor chats into tracked tasks and issues in the Zoho Projects portal. This ensures customer requests and feedback are systematically managed and progress is monitored for faster resolution.

Benefits

Create tasks and issues from chats: Convert any significant message or the entire chat into a task or issue in Zoho Projects.
Two-way sync : Notes added in SalesIQ sync as comments in Projects. Comments added in Projects sync back as notes in SalesIQ.
Multi-chat association : Link a single task or issue to multiple SalesIQ chats.

Use case

A support operator receives a chat from a customer reporting a critical issue. Instead of manually logging it elsewhere, the operator converts the chat into an issue, which directly can be managed from Zoho Projects. The project team works on it and communicates back with comments. The comments will be associated as notes to the chat and the support operator can also check the status by clicking on the associated issue from the chat.

Prerequisites

User must be the Portal Owner in Zoho Projects to integrate it with SalesIQ.

Set up the Integration

Log in to your Zoho SalesIQ account.
Navigate to Settings > Integrations > Zoho Projects.
Click Add at the top right to connect your SalesIQ account with your Zoho Projects portal.
Once added, the connection details appear in the Connect with your Zoho Projects account section.

Set up Notes and Comments Sync

Configure how notes and comments sync between SalesIQ and Zoho Projects for tasks and issues.

For Tasks:

Update notes added in SalesIQ as comments in Projects : Notes added from the SalesIQ chat sync as comments on the linked task in Zoho Projects.
Update comments added in Projects as notes in SalesIQ : Comments added to a task in Zoho Projects sync as notes on the associated chat in SalesIQ.

For Issues:

Update notes added in SalesIQ as comments in Projects : Notes added from the SalesIQ chat sync as comments on the linked issue in Zoho Projects.
Update comments added in Projects as notes in SalesIQ : Comments added to an issue in Zoho Projects sync as notes on the associated chat in SalesIQ.

Map SalesIQ Departments to Projects

Under Zoho SalesIQ configurations, map each SalesIQ department to a project in Zoho Projects. Tasks and issues created from chats will be added to the mapped project.

Adding Tasks/Issues from the Operator Chat Window

Create a task or issue

Open your SalesIQ dashboard, navigate to the operator chat window and click Zoho Projects section below the chat.
Choose what to create the task/issue for:
Entire chat - Click the Zoho Projects icon at the bottom, or the menu icon (⁝) at the top right.

Specific message - Use the message-level option.
Select Task or Issue, enter the required details, and click Add.
The task or issue is created in Zoho Projects and automatically linked to the chat.

Associate an existing task or issue

In the Zoho Projects section of the chat, click Associate a task or issue with this chat.
Select an existing task or issue from your Zoho Projects organization.

View linked tasks and issues

In the Zoho Projects section of the chat, linked items are grouped under:

Tasks associated with this chat
Issues associated with this chat

View SalesIQ Chats inside Zoho Projects

When a task or issue is linked to a SalesIQ chat, you can view the chat details directly from Zoho Projects.

Log in to your Zoho Projects account.
Navigate to the project mapped to the SalesIQ department.
Open the task or issue linked to a SalesIQ chat.
Click the Zoho SalesIQ icon on the right pane of the task/issue detail view.
Click the chat to open the chat in SalesIQ.

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