Operator Chat Window - Zoho SalesIQ

Quick options/features in the operator chat window

The operator chat window helps the operators offer optimal support and enhance business promotion by engaging in real-time conversations with visitors. The chat window holds significant potential in converting potential leads into satisfied customers.



Before delving into the chat window's features, let us explore the different sections comprising the operator chat window.
The three sections of Chat Window:
  1. Chat list 
  2. Conversation window 
  3. Widgets

Chat list

View all the chats of a certain category in a list that allows you to access the required chat instantly. The chat list displays the Chat ID, Visitor name/Visitor ID, Last message, Operator profile picture. The chat list is further categorized to allow you to navigate to desired chat without having to go through any clutter. 
The conversations are categorized into three sections:
  1. Active - All your ongoing conversations will be listed here.
  2. Missed - All the chat request that you have failed to attend will be listed here. 
  3. Closed - All your past conversations will be listed here. 

The texting area

You can see all the messages sent by the operator(s) and the visitor. To send a message to your visitor, type out the text in the input field at the bottom on the Conversation view and press Enter or  click Send.  

Quick reply options in chat window

The typing area has many quick help features around which can enable you to support your visitors swift and informative. 

Type slash (/) to access canned replies

  1. To efficiently respond to multiple visitors at once, you can use canned replies. Access these replies by either clicking the canned replies option or typing a forward slash (/) in the text input area to display the list of available canned responses.

Share FAQs and Articles

  1. You can effortlessly share articles and FAQs from the knowledge base to your visitors. Simply select Share Articles and FAQs, search for the desired article in the list, and share it instantly. Learn more

Share Screen or Remote Assistance

  1. You have the option to either share your screen to provide assistance or give a demonstration to the visitors, or you can take control of your visitor's screen remotely.

Smart suggestions

  1. You can activate Smart Suggestions to receive reply recommendations that are based on the information available in your knowledge base resources.  

Schedule an appointment within the chat interface

  1. You have the capability to schedule appointments with Zoho Bookings directly within the chat window for your visitors.

Initiate payment in chat window

  1. You can conveniently start the payment process directly within the chat window using Zoho Checkouts. Simply select the Payment option located just below the text input area, allowing you to initiate payments without switching to a separate application.

Writing assistant

The Writing Assistant helps operators fine-tune their messages in real time, enabling them to rephrase, expand, shorten, or grammar-check responses before sending. This ensures professional, polished, and consistent communication across all chats.
Supported Services:
  1. Zia: Supports rephrasing and shortening text.
  2. ChatGPT: Supports rephrasing, expanding, shortening, and grammar check ("Revise") with tone selection (requires SalesIQ-ChatGPT integration).

Send voice message

  1. To save time on typing lengthy messages, you can send voice notes to your visitors. Whether it's a detailed message or a quick solution, you can utilize the Send Voice Message feature for efficient communication.

Add attachment

  1. You have the send files, documents or images using the attach files option. Additionally, you can also collaborate with your visitors by sharing a whiteboard.

Initiating audio call

You can easily connect with the visitor over a call from the SalesIQ operator chat window. Learn more about configuration. 

Other Chat Controls

Under the operator chat window, click on the three dots in the top corner to access various chat controls:
  1. Invite operators - Include additional operators in the conversation to provide enhanced assistance.
  2. Transfer chat - Redirect the chat to another operator with relevant expertise or to the appropriate department.
  3. Share screen - Share your screen for demonstration or visitor assistance.
  4. Request remote - Gain control of the visitor's screen for troubleshooting purposes.
  5. Block IP address - Prevent spammers and harassers from initiating future conversations by blocking their IP address.
  6. Email chat transcript - Send the chat transcript to the designated recipient.
  7. Save as PDF - Export the chat as a PDF file for future reference.
  8. Print chat - Generate a hard copy of the ongoing chat.
  9. Copy chat URL - Copy the chat URL to share it with your colleagues.

Starting a Cliq group chat (Chatlets integration)

You can now start a Cliq group chat right from an ongoing, closed or missed conversation to discuss chat/customer-related queries with your fellow operators and Cliq users.  
  1. Click Start internal chat from the chat controls menu. 

  1. Alternatively, you can also start a group chat by hovering over a particular message and then clicking on Start internal chat.

  1. Add a title for the group chat; the Chat ID or the specific message will be popin the Chat title column by default. 
  2. Next, add participants from the operator list. In case you wanted to add any Cliq users who aren't part of your SalesIQ to the group, that is also possible here. Just type in the names and select the users from the list.
  3. Finally, click Start Chat.

  1. The initiated Cliq internal group chat unfurls on SalesIQ's bottom status bar.

  1. You can also view the internal group and chat on the Cliq dashboard.  


Notes
  1. You can only add 25 participants per group. 
  2. Only 5 cliq groups can be created for a SalesIQ chat.

Features Inside the Chats View

Add notes

You can click on the Notes icon, and see/add notes related to the visitor or the chat.

Edit/Delete a note in the chat

You can edit or delete a note in the chat that you or your fellow operator updates. Before it is deleted permanently, the note will be moved to the Recycle bin section. 
Notes
Note
1. Admin can edit/delete self added notes or other supervisor/associate added noted. But, cannot edit/delete other admin added notes. 
2. Supervisor can edit/delete self added notes or other associate added noted. But, cannot edit/delete  admin or other supervisor added notes. 
3. Associate can edit/delete self added notes and have no access to other operator notes. 

Visitor's recent chats

You can view all the visitor's chats by clicking the Recent chat tab on the slide menu on the right. You can find details like the time and date of chat and the chat status.