Visitor Tracking

Visitor Tracking

Visitor tracking acts like a power packed module, enabling you to identify and track down visitors, view and record the trail of every other visitor visiting your website(s) and more importantly it allows you to view personal details like name, geolocation etc., of the visitors and lets you initiate a proactive chat at any point of time.   

The following sections would elaborately explain the functionalities of this feature.

Rings View 

Rings view is the face of SalesIQ, which is the cardinal page that gives a visual overview of your visitors' data based on various customizable conditions. By default, the priority drops from inner through the outer ring. 

Details like, Name or a Random ID assigned to the visitor, time spent by the visitor on your website and Country from which the visitor is would be displayed over the rings in the form of small tiles for the visitors who are currently browsing through your website. More importantly, SalesIQ allows you to track a set of predefined actions performed by the visitors by just having a glance at your priority rings.


Tracking visitor actions on Ring View

SalesIQ comes with various predefined visitor actions which can be tracked in the Ring View out of the box to ease and speed up your visitor tracking process.



  1. Repeated - A frequent visitor of your website.
  2. Contacted - Visitor contacted by the monitoring operator.
  3. Responded - Visitor has responded back to the agent.
  4. Potential - A potential visitor has landed on your site.
  5. Triggered - The visitor has set off one or more triggers that were set by you.
  6. Clicked - The visitor has clicked the live chat widget in your website.
  7. Chat - The visitor had already had a chat session with the operators of your firm.
  8. Name - Either the name of the visitor or a random ID generated for the visitor by SalesIQ.
  9. Time - Time spent by the visitor on your website.
  10. New Visitor - A '*' symbol will appear when a new visitor lands on your website. 
  11. Cold visitors - Visitors who do not match the priority criterions that were set by you. These visitors may or may not be pulled into the priority rings in the mere future.
Note: You can further customize the conditions based on your needs and preferences, and create unique Presets that can suit your business purposes.

List View

The List view gives you a traditional overview of your customer data. In this view, the filtered and prioritized visitors would be categorized and organized into columnar data based on the criterions specified by you in the Customize option.


Predefined Actions on List View

A set of predefined visitor actions that can be tracked right away from this list view are as follows :


  1. Repeated - Denotes a frequent visitor of your website. 
  2. Contacted - Visitor contacted by the monitoring operator.
  3. Responded - Visitor has responded back to the agent.
  4. Clicked - The visitor has clicked the live chat widget in your website.
  5. Triggered - The visitor has set off one or more triggers that were set by you.
  6. Page navigation - The visitor is navigating between the webpages of your website.
  7. Chat - The visitor had already had a chat session with the operators of your firm. 
  8. Name - Either the name of the visitor or a random ID generated for the visitor by SalesIQ.
  9. Time - Time spent by the visitor on your website.
  10. Source - The source through which the visitor landed on your website.

Who are Cold Visitors?

The visitors who do not match the any prioritization criteria based on which the visitors are tracked are classified as Cold visitors. The cold visitors will be displayed as stars outside the rings in rings view, and under the Cold Visitors tab in List View. When you click on these stars, you will be redirected to the proactive chat window/Visitor tile where the following details will be displayed :
  1. Either the name of the visitor or a random ID generated for the visitor by SalesIQ (The star above the Name/Random ID denotes that he/she is a frequent visitor).
  2. Availability of the visitor (Green-Available, Red-Busy and Orange-Idle).
  3. Visitor's landing page on your website.
  4. Time Spent by the visitor on your website
  5. Number of pages that the visitor had navigated through in that particular visit.
  6. Source of the current visit.
  7. Time frame between the Last and the Current visit of the visitor.
  8. Current webpage where the visitor is, in your website.

Customize Tracking Views

What does "Prioritizing the Visitors" mean?

SalesIQ allows the operators to filter, prioritize and organize the visitor base routed to them. This can be done by specifying a set of criterions in the "Customize" tab in the top right corner of the "Visitors online" tab window. Based on the criterions set by you the visitors will be filtered and organized around the priority rings in the ring view or as columnar data in the list view. Doing so, will let your firm target prospective visitors rather than desiccating the firm's time and resource over visitors who may not be quite profitable. Priority drops from inner ring through the outer ring in the ring view and from left through right in the case of list view. More importantly the customization rules set by an operator is limited to his/her account only.

Presets

Zoho SalesIQ provides the operators with four predefined filters, which are as follows
  1. By Action – Actions performed by the visitor on your website (Eg., Accessed, Clicked, Contacted, etc.)
  2. By CRM Values – Prioritize based on the CRM Values of the Visitor (Applicable only for CRM operators)
  3. By Last Activity Time – Visitor's last activity time on your website.
  4. By Past Chats – Number of chats that the visitor has had before.
  5. By Time Spent – Time spent by the visitor on your website.
  6. By Visits – Number of visits that the visitor has paid to your website.
Heads up!! Do remember that you can't avail the filter "By CRM values" if you haven't integrated your SalesIQ account with a CRM product yet. 

How to "Prioritize the Visitor" with predefined presets?

  1. Click on the "Customize" tab. A window pops up.
  2. The window would show a set of conditions associated with the default filter "By Time Spent" initially.
  3. If these conditions are quite apt considering your requirements, then proceed on click "Apply".
  4. Else you can click on the drop down box which you can find in the top right corner of the window, run through the predefined filters and select the most apt filter based on your requirements.
  5. A set of conditions associated with that particular filter would appear, if apt proceed on and click "Apply".
  6. After which you can view the number of visitors who currently match the conditions that you had set for your rings, right above the condition box for each rings.
Heads up!! If you attempt to make changes to the default conditions associated with a particular filter that you chose, then SalesIQ would presume that you are trying to create your custom preset.

How to create a custom Preset?

  1. Click on the "Customize" tab.
  2. Click once on an already set condition to add one or more conditions to it, thus clubbing them together to filter out a single class of visitors using the binary operators "AND" and "OR". 
  3. Or click twice to edit the base condition itself, choose from a bunch of predefined options.
  4. Name the filter created by you by clicking on the pen icon right beside the caption "Sort your visitors by-".
  5. After you specify the name for your filter click on "Save" right beside the text box.
  6. After which you can view the number of visitors who currently match the conditions that you had set for your rings, right above the condition box for each rings.
Note: Operators can craft only five custom presets.
Condition
Description
Browser
Browser used by the visitor in the website.
(Values : Apple Safari, Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, Opera, Unknown)
Country
Country of the visitor accessing the website.
Current page
URL of the page where the visitor is accessing.
Current page title
Title of the page where the visitor is accessing.
Custom Action
The Custom actions that you have added on your website.
CRM Contact
Contact information of your website visitors in Zoho CRM, Click to know more.
CRM Lead
Lead information of your website visitors in Zoho CRM. Click to know more.
CRM Account
Account information of your website visitors in Zoho CRM.
CRM Potential
Potential value of your website visitors in Zoho CRM. Click to know more.
Campaign Source
UTM used to identify a search engine, newsletter name, or other source.
Campaign Medium
UTM used to identify a medium such as email or cost-per- click.
Campaign Term
UTM used for paid search eg: keywords for the ad.
Campaign Content
UTM used for testing and content-targeted ads.
Campaign Name
UTM used for keyword analysis to identify a specific product promotion or strategic campaign.
Department
Department in the chat widget of the website.
IP address
IP address of the visitor visiting the website.
Landing page
URL of the page where the visitor have landed in the website.
Landing page title
Title of the page where the visitor landed in the website.
Number of past chats
Count on number of past chats with the visitor.
Number of URLs accessed
Count on number of URLs visited by the visitor.
Number of visits
Count on number of visit by the visitor in the website.
Operating System
Operating system used by the visitor.
(Values : Android, Apple iPhone, Apple iPod, Apple Macintosh, Blackberry, Kindle, Linux, Microsoft Windows, Motorola, Nintendo, Nokia, PlayStation, Sun Solaris, Symbian, Web OS)
Referrer
Source from where the visitor is referred from.
Region
Region of the visitor in the website.
(Values : Asia Pacific, Canada, Europe the Middle East and Africa, North America, South America, United Kingdom)
Search engine
Search engine used by the visitor.
(Values : Baidu, Bing, Google, Inktomi, Teoma, WebCrawler)
State
State of the visitor accessing the website.
System status
Status provided by the system for the visitor.
(Values : Accessed, Chat Completed, Clicked, Contacted, Custom, Missed, Responded, Triggered, Triggered Replied, Waiting)
Time since last action
Time since last action performed by the visitor in the website.
Time on site
Time spent by the visitor in the website.
Visitor availability
Visitors availability in the website.
Visitor Type
The type of visitor in your website.
(Values : All, New, Returning)
Visitor Info
Use our JavaScript APIs to set the values.
Web Embed
Embed in the website where he visitor is accessing.
Advanced
To set two or more conditions.
City
City from where the visitor is accessing the website.
Visitor Type in CRM
Category of the visitor in CRM.
(Values: Contact, Customer, Lead, Not Available, Prospect)
Triggered Status
Set criteria based on the trigger status, whether the trigger is invoked or not.
(Values: Invoked, Not Invoked)
Previous Page
URL of an important page, where you like to be intimated if the visitor leaves that page and moves to another page.

Note:
There might be situations in which you will be displayed with "Plan downgrade" or "Integration disabled" messages.
  1. Plan downgrade message will be displayed when you attempt to utilize a predefined option associated with a product (either a CRM or a Campaign product) integrated with Zoho SalesIQ and the particular product's account plan has expired
  2. Integration disabled message will be displayed when you attempt to utilize a predefined option associated with a product (either a CRM or a Campaign product) integrated with Zoho SalesIQ and the particular product has been disabled in the integrations section.
  3. If you are in an associate or a supervisor role you will be asked to contact your admin. Else you will provided with a direct link to enable the particular integration or to upgrade it.

Choosing an apt association rule

Following are the set of association rules provided by SalesIQ which can be used to associate the predefined options specified above with appropriate values,
  1. is equal to
  2. not equal to
  3. between
  4. is greater than
  5. is lesser than
  6. begins with
  7. ends with
  8. contains
Do remember that not all the above specified rules will be available for every other predefined option that SalesIQ offers, the set of association rules would vary depending upon the predefined option chosen. 

Setting up values for the criteria chosen

Once you are done framing the conditions, choose or specify appropriate values for them. SalesIQ allows you to associate multiple values with a single condition. (Values should be separated by the character comma ",").
If you don't specify an appropriate value for the criteria that you framed, then it would revert back to the one that was specified earlier (That is, the condition that you tried to edit).

How to edit, delete, rename and add notes to the filter created by you ?

  1. To edit the conditions associated with the filter created by you, just choose that particular filter from the filter drop down box.
  2. Edit the conditions that you would want to change.
  3. Once you are done editing a pop up appears asking whether to save this filter as a new filter or as an existing filter.
  4. Choose the apt option.
  5. To delete a filter created by you, click on the settings icon right beside the chosen filter's name in the top right corner of the window.
  6. List of filters created by you will be displayed, hover over it a delete icon appears.
  7. Click on it to delete it.
  8. To add notes, hover over the filter name and you would find an icon right beside the delete icon to add notes, click on it and add a desired note to that particular filter.
  9. To disable the filter created by you, uncheck the checkbox on the left of the filter name.

Hiding Visitors Connected to other Operators

To avoid crowding of your priority rings or priority lists, you can hide the visitors contacted by other operators of your department. To do so, check in the check box that you can find at the bottom of the window.
Unchecking the checkbox doesn't mean that the visitors manually routed to other operators of your department by using Settings > Automation > Visitor routing will also be visible in your Visitors online module.

Proactive Chat Window

Proactive Chat Window appears when you click on a visitor on the tracking view. It holds the collection of various details about the visitor that can give you an overview on the specific visitor before initiating the chat.  

 Initiating a chat with your visitor 

You can start a chat with potential visitors when you identify one, without having to wait for them to initiate a conversation. 

  • In SalesIQ dashboard, click on the visitor tracked in the ring or list view, type your message in the input field and click Send. 



 Initiating a Chat when Associated with Multiple Department 

If the brand is associated with more than one department, you can pick the department on behalf of which you would like to send out this message to that particular visitor.

  • In SalesIQ dashboard, click on the visitor, type your message in the input field and click Send.

  • Now you will get a pop up asking you to pick the department, choose a department to continue with the conversation. 



 Using Canned messages to initiate chat  

  • In the SalesIQ dashboard, click on a visitor with whom you would want to chat.

  • In order to access the canned messages that were crafted by you, type in the character "/" in the message box.

  • A list of suggestions would appear above the text box.

  • If you are looking out for a specific message then type in a prime keyword of that particular message right beside the "/" symbol.

  • Click on the desired message.

  • Either hit "Enter" or click on the "Send" button right beside the text box to send out the message.


 Responding to visitor replied chats 

  • If the visitor replies to your chat invite, you will receive a message request pop up, click Reply to attend the chat.



 Attending waiting visitor chat. 

  • If the visitor you are tracking initiates a chat there will be a status tile of the visitor will be changed to waiting. You can click the pick up button to attend the chat.


Advanced Visitor Info:

In the "Tracking" tab, click on a visitor to open the Proactive chat window. In the Proactive chat window, you can view the visitors' details, actions, and other useful information.

Visitor Availability status

The indicator dot on the visitor's image will indicate the status of the visitor on your website. Color codes for the availability status of the visitors are as follows:  

  • Green - The visitor is actively browsing through your website.
  • Orange - The visitor is idle.
  • Grey - The visitor has left your website.

Visitor Action

On the Left-hand side, next to the visitor's name, you can find the action performed by the visitor on your website. 

  • Contacted - The operator has contacted the visitor.
  • Responded - The visitor has replied to the operator.
  • Triggered - The visitor has set off one or more triggers that were set by you.
  • Waiting - The visitor has initiated a chat, and it hasn't been picked by any of the operators yet.
  • Accessed - The visitor has landed and is browsing through your website.
  • Clicked - The visitor has clicked the chat widget on your website.
  • Missed - Any of the operators did not pick chat initiated by the visitor.
  • Chat Completed - The other operator had already assisted the visitor via chat.

Time on Site

You can see the visitor's total time on your site on the left-hand side menu next to the visitor action tile. 


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. 




Note: If you can't find the slide menu, click on the two arrows on the right to reveal the slide menu.
  1. Visitor contact: You can view the visitor's email  under the Info tab on the right-hand side slide menu.
  2. Visitor source page : Under the info tab, you can also view the accessed page URL and its associated department.
  3. Visitor Source : On the left-hand side menu, you can view the source from where your visitor has been re-directed to your website as in Ad words, referral, campaigns, social media, and search engine. There might be situations where the visitor landed on your website by directly typing in your firm's website URL in such cases, and this tile would display "Direct."

Tracking Page Navigation

Click on the expandable tab below the visitor's name to view all the visitor's necessary information. In the tab under the Website footprint, you can view all activities of the visitor. 


Other Visitor Tracking Settings

Picking Up incoming Chats

When a visitor tries to initiate a chat or when a chat is assigned to you, you will get a prompt on the side that will display the Message from the visitor and few details, you can either choose to attend the chat by clicking Pick Up or avoid by clicking ignore.
If you choose pickup you will be redirected to the Chat window, from where you can continue the chat.


Personalize your sounds for tracking

You can personalize the sound setting for tracking, when a visitor visits the website and leaves out.
  1. Click your profile picture at the top right corner.
  2. From the side drawer menu click your name.
  3. Your Profile Information page will appear, click Notifications.
  4. The customizable sounds are organized in two sections Visitor Events and Operator Events.
  5. The last two in the visitor events will customize the tracking sound events.
    1. Visitor lands on the website - Notifies when the visitor lands on the website.
    2. Visitor leaves the website - Notifies when the visitors on the website leaves
  6. By clicking on the drop-down menu to the right of tone name, allows you to choose from different sound options or choose "None" if you wish, not to have a sound notification for that particular event.
  7. Each time you make a change by clicking the name of that particular tone. When a tone is selected a blue tick will appear next to it.
  8. All changes made will be automatically saved.

Tracking Reports

The Tracking reports section in the Reports module, is a robust dashboard that gives you a feel about everything in the entire live chat tracking operations.

You can enter the Tracking Reports module, by clicking “Reports tab” on the left side of your SalesIQ dashboard followed by a click on the “Tracking Reports” from the drop down on the top left corner of the Reports module.

Tracking Summary

The tracking summary line graph displays the overall summary about the visitor tracking in your website.
  1. Visits - Count on total visit in the website.
  2. Contacted - Count on number of proactive triggers initiated by the agent.
  3. Responded - Count on chats replied by the visitor on proactive chat triggers.

Note : But you are not limited to viewing reports only for today, and it is easy to change the range of the report.

Tracking Analysis

The tracking analysis report lets you view the average number of pages visited by a visitor and the average time spent by the visitor in a page.


  1. Page Visits - The average number of pages visited by a visitor.
  2. Average Time - The average time spent by the visitor in a page.

Website Visitor Analytics

In the final report section you can view the visitors website activity with the aggregate count. In this view, you can visualize your site visitor activity across the selected time frame.


  1. Visits - Visits is the total number of visits to your website during the set date range.
  2. Unique visitors – Unique visitors refers to the number of unique individuals that visited your website within a specific timeframe, with the aggregate percentage.
  3. Contacted - Count on number of proactive triggers initiated by the user.
  4. Responded - Count on chats replied by the visitor on proactive chat triggers within a specific timeframe, with the aggregate percentage.
  5. Avg Time Spent - The average time spent by the visitors in your site for a specific time frame.
  6. Avg Page Visited – Average number of pages visited by the visitors.
  7. Total Page Views – Count on total number of pages viewed
  8. Total Visitor – Count on number of visitors

Disable Tracking on your Brand (Website):

  1. Navigate to Settings > Brands, choose the brand you want to disable tracking.
  2. Click on the Control Panel, select Channels on the top.
  3. Toggle off the Visitor Tracking button under the Website channel.
  4. All changes will be automatically saved.


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