Audio calls in Zoho SalesIQ

Audio Calls in SalesIQ chat window

Alert
Alert
Server Maintainance Update: We have changed the servers. As a result, the IP ports are changed. If you have whitelisted the Zoho SalesIQ to get support from our team, Please enable/whitelist the following ports in your firewall for calls/conferences to work without any issues. Please contact our support (support@zohosalesiq.com) for more information.
With Zoho SalesIQ's Audio Call feature, you can make and receive audio calls, just like using a traditional phone. All you need is a pair of computer speakers and a microphone or a headset attached to your computer or handset.


Benefits of Audio Calls

  1. The long, monotonous chat sessions are not needed anymore, audio call helps your operators to solve problems quickly and efficiently. This improves resolution rate and saves time and effort.
  2. With audio calls, visitors do not have to wait for hours for a single response from an operator. They can get their queries answered then and there.

How to enable audio calls in channels

You can display the audio call option to the visitor in the chat window by enabling this option. Using which, the visitors can connect with the operators via audio call. This can save the time of your operator and also solve the problem of the visitors quickly.
  1. Navigate to Settings > Personalize > Brands > Brand name > Configurations > Channels and turn on the Audio Call button for the channels of your choice.
  2. Now, the visitor can contact your operators for help via audio call from the chat window. Learn more.


Visitor initiating call from the chat window

  1. The visitor can initiate a call from the chat window and once the operator picks up the call, both will get connected via an audio call. In case the call gets disconnected, then the visitor can use the Call Again option available in the window to connect back to the operator.
  2. In case the call is missed or if the operator cancels, then the visitor gets an option in the chat window to record and send a voice message to the operator.
  1. This is the view in the operator's portal when a visitor calls.


Audio call in operator chat window

Likewise, the operator can initiate a call from the operator window and once the visitor picks the call, both will get connected via audio call. If the call gets disconnected, they can use the Call Again option to connect back to the visitors.

  1. This is the view in the website when an operator gives an audio call.

Call Summary

The call summary is generated once a call ends, allowing operators to quickly review the conversation without listening to the full recording.
SalesIQ supports two AI options for generating call summaries:
  1. Zia: Uses Zoho's AI to generate concise summaries based on call content.
  2. ChatGPT: Leverages ChatGPT’s language model for context-aware summaries (requires SalesIQ-ChatGPT integration). 
To configure call summary settings, navigate to Settings > Global Settings > AI Tools for Operators > Conversation Summary.
Info
Note:
1. Summaries are generated in the operator’s language. For example, if the conversation is in French but the operator’s language is English, the summary will be in English.
2. Call summaries are available only in the Calls tab, not for live chats..

Notes
Note:
While enabling the audio do consider the below factors as well:
  1. This feature is supported only for Zoho SalesIQ Basic, Enterprise/professional, Zoho One and CRM Plus plans.
  2. You can make any number of calls, there are no restrictions.
  3. Audio call is supported in Zoho SalesIQ Mobile Apps.
  4. Also, this feature is supported only in the new embed code version. If you're using the old embed code, change it right away.
  5. The audio call is supported only in the below browser versions:
    1. Chrome 53 and above
    2. Firefox 68 and above
    3. Opera 40 and above
    4. Safari 11 and above
    5. Edge 79 and above
  6. Your website visitors should be using https:// connection protocol.
  7. An ongoing call cannot be transferred to another operator.
  8. If an operator joins an ongoing chat while the call is on, then the new operator cannot join the ongoing call. Also, if the call gets disconnected after the operator joins the chat, then next call cannot be initiated and call option will be disabled (group calling option is not available.)
  9. While you monitor an associate's chat you cannot make/join calls. 
  10. Operators can answer one call at a time, on picking the new call the ongoing call will get disconnected automatically.
  11. You can find the call stats on the reports module under Visitor stats, Top Operator, Operator activity, Department Usage, Visitor Details, Operators sections.
  12. You cannot change the call ringing and reconnecting time. By default, it is set as 50 secs for ringing and 30 secs for reconnecting.
  13. If you reload the Zoho SalesIQ page during the ongoing call, the audio call will get disconnected.
  14. On ending the ongoing chat, the audio call ends as well.
Related topics:
  1. Zoho SalesIQ's live chat
  2. Connect instantly and provide one-on-one support with SalesIQ's Audio Calls