How to add operators and assign them roles in SalesIQ?

Add more power and make your customer service run smoothly by adding operators in Zoho SalesIQ. With the ability to add your team members and configuring them into one of three roles, you will be able to find the optimal structure for your live chat operation.

How to add operators?

The Operators section helps you add your team to engage and support your website visitors. An operator can be someone who helps set up your account/managers - administrator, who manages your sales/support/marketing operations - supervisor, or the one assisting your customers - associates/support representatives/sales representatives. When you create your Zoho SalesIQ portal, your live chat operation is staffed with one operator and administrator—you. But as great as you are, we think Zoho SalesIQ has become infinitely more powerful and utilized as a tool for small teams, where everyone can pitch in and connect with visitors as a part of a total-support culture. That is why we made it easy to add your team members to your Zoho SalesIQ, so they, too, can connect with customers and get started delivering instant happiness.

To add an Operator in Zoho SalesIQ:

In the Settings > General > Operators, click the Add button at the top right corner.

Then, enter the operator's e-mail address in the field to proceed.
Now, choose what role and permission you want this particular operator to have:

Administrator - Can access all the information, edit configurations and has the power to perform any action in Zoho SalesIQ.
Supervisor - Has restricted power to perform actions and can access selective information (i.e., they can access the Websites, Automation and Integrations sections in the Settings tab.)
Associate - Connect and chat with the website visitors and can access/view only their personal data and chat information in the Zoho SalesIQ console.

You can associate the operators with your existing departments. Enter the name of the department in the input field or select the Department by scrolling through the drop down menu. Select the departments you want to relate the operator with.

Learn how to add departments

Visitor engagement

You can enable the Visitor engagement option to allow operators to connect and engage with visitors via live chat. This enables the operators to initiate proactive chats with visitors and attend incoming chats.

When the Visitor engagement option is disabled, operators will not be able to access the visitors online module i.e. they will not be able to view the live visitors or connect with them. They also cannot modify their availability status.

Available to take calls

You can enable the Available to take calls option to allow operators to assist visitors via audio calls and screen sharing. If this is disabled, incoming call requests will not be routed to the operator.

Disabling the Available to take calls option will restrict the following actions relating to calls.

The operator/visitor will not be able to initiate a call from within a connected chat.
Operators will not be notified on incoming call requests i.e. incoming call requests will not be routed to the operator. They will also not be able to accept call transfers, these also will not be routed.
Operators will not be able to share their screen with visitors. They also cannot request visitors to share their screen.
Operators will not be able to monitor other operators' calls.

Enable the Monitor chats option to monitor the operators ongoing conversations to train and jump in immediately when they require your help.

Finally, click Add Operator button at the bottom.

Change Operator Role

In the Settings > Operators section, hover over the operator you wish to edit and click anywhere on the operator tile.
On the operator profile page, click on the settings icon on the right side to edit the operators profile.
Scroll down to Choose a Role and select your required Role from the list.

Operator roles and permissions

Features	Administrator	Supervisor	Associate
Making changes to Zoho SalesIQ	✔
View operators' profiles	✔	✔ (co-supervisors/associates)	✔ (co-associates)
Access customer information	✔	✔	✔
Edit configurations	✔
View data inside your operation	✔	✔	✔
Connect and chat with customers	✔	✔	✔
Deliver solutions	✔	✔	✔
Edit/Delete data	✔
Monitor chats of other operators	✔	✔
Add/Remove new members	✔
Approve IP blocking	✔	✔
View performance reports	✔	✔
Changing operator roles	✔
Set operator concurrent chat limits	✔
Operator chat window configuration	✔
Share URL	✔	✔	✔
Send files to visitors	✔	✔	✔
Email the visitor information	✔
Visitor chat transcript	✔	✔	✔
Operator availability configuration	✔	✔	✔
Purchase/Upgrade Zoho SalesIQ	✔ (Portal owner)
Edit/Modify company details	✔
Customize filters to prioritize visitors	✔	✔	✔
Create custom views in Visitor History	✔	✔	✔
View list of operators in the company	✔	✔	✔
View all departments	✔
View associated departments	✔	✔	✔
Block IPs	✔	✔	✔
Change owner	✔
Assign chats to operators	✔
Associate operators to departments	✔
Add a new brand	✔	✔
Create Canned responses	✔	✔	✔
Create Articles	✔	✔
Add new departments	✔
Add Trigger rule	✔
Add Visitor Routing	✔
Add Chat Routing	✔
Email Schedules	✔
Enable/Disable Integrations	✔
Framing trigger and routing rules	✔
Settings Tab Access
Operators	✔	✔	✔
Company	✔	✔
Departments	✔	✔	✔
Portal Settings	✔
Blocked IPs	✔	✔	✔
Brands	✔	✔
Automation	✔	✔(Only Chat Monitor)
Templates	✔	✔	✔
Lead Scoring	✔
Integrations	✔
View Zoho SalesIQ Integrations	✔	✔
Zobot	✔	✔
Modules Accessible
Visitors Online	✔	✔	✔
Visitor History	✔	✔	✔
Chat History	✔	✔	✔
Feedback	✔	✔	✔
Reports	✔	✔
My Profile	✔.	✔	✔
Settings	✔	✔ (Limited access)	✔ (Limited access)
Purchase tab	✔ (Portal Owner)

Change the availability status

Navigate to Settings, under company settings, click on Operators.
Click on the particular operators whose availability you wish to change.
In the Edit Operator page, scroll down to Operator Away.
Enable or disable the using the toggle switch, once you have selected an availability status it will be immediately updated in the particular operator's profile.

Note: If you set a particular operator's availability status to be Away, chats will not be routed to the particular operator.

This option will only be available for administrators of the portal.

Associate operator with departments

Settings > Operators, select an operator.
Scroll down to Associate to departments, and click on Search a department and select a department from the drop down menu to relate the particular operator to the department.
Under Added departments you can view all the departments associated with the Operator. You can click on the 'x' icon to exclude the Department.
Once you have added all the departments you want to associate with the specific operators. Click Save in pop-up on top to apply your changes.

Note: The department field cannot be empty, at least you should associate the operator to one of the departments.

Other operator settings

Set concurrent chat limit

Define the number of chat the operator can handle simultaneously. Your status will change to Engaged once you reach the limit. New incoming chats will not be routed until an ongoing chat get over.

In the Edit Operator page, scroll down to the Concurrent chat limit, using the slider set the limit, click Save.

Control Notifications

Mobile notification: In the Edit Operator page, scroll down to Mobile Notification, toggle ON to get notified on your mobile when a new or returning visitor lands on your website.
Desktop notification: Under the Desktop notification, toggle on to get notified on your computer.

Add operators and assign roles in SalesIQ - Zoho SalesIQ

How to add operators and assign them roles in SalesIQ?