Introduction to Associate Guide - Zoho SalesIQ

Operator's Handbook

Welcome On-board!

SalesIQ is a customer messaging platform that helps you instantly track and connect with your website visitors. As an operator, you are responsible for handling visitor chats and assisting them with their queries.

Log in to SalesIQ

When you join your team in Zoho SalesIQ, you will receive an email invitation link from an administrator. Click the link to join and set up your password. Make sure your password is strong and secure, and save it safely — you will need it to log in to the SalesIQ app.

Next, add a profile picture and update the required information such as your Name, Country, and Timezone. Once done, click Continue to complete the setup.


Now, let us understand the permissions and responsibilities inside Zoho SalesIQ.
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Tips:

Swift support experience gives a high-level customer experience. Learn how to navigate through the operator chat window and make use of all the quick features available in this section. 

How to set up your operator availability status in SalesIQ? 

  1. You can display your availability to take chats/calls in SalesIQ by toggling the Available button in the top right corner of the Live view Dashboard.

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Tip: Always switch to Available at the start of your shift.

Setting Up Your Operator Profile

Add Photo

  • Go to Settings > My Profile, click the profile photo and upload a professional headshot.

  • A friendly face improves customer trust.


Edit Your Name

  • Go to Settings > Operators > My Profile > Profile Settings. Use your real first name, last name or company-approved alias.

  • And, add a small description about you.


Check if You're on the Right Team

  • In Settings > My Profile, verify your department (Sales, Support, Billing) under department Settings.


Getting a Chat

Where Do Chats Come From?

  • Chats are generated when website visitors initiate conversations or when triggers invite them automatically or are forwarded from a chatbot/other operator. You can pick up the chat, or it may be assigned to you automatically. 

Visitor engagement via chat

  • Ensure that you enable the option to check visitors on your website and initiate a proactive chat with them on the site if they appear to be potential customers. 

  • Visit the Visitors Tab to see real-time visitors and their journey. Select a visitor profile, click Invite to Chat, and send a friendly greeting.


Chat with your colleagues and manager 

  • Use internal chat (Cliq integration or private message) to ask your team lead for help during live conversations.


Chat Lists

My Chats

  • The My chats section in the left panel of the home screen displays all chats currently assigned to you.


Missed Chats

  • Chats from the visitors that you missed answering 

Supervised Chats

  • Chats are being monitored by your supervisor for training/quality purposes.

Queued Chats

  • Visitors waiting for an available operator.


Chat View & Tools

Message Area

  • The chat editor where you type messages.


Canned Replies

  • Type / in the chat area and choose from pre-saved responses for faster replies.

  • Example: /greet → "Hi there! How can I help you today?"

Share Articles and FAQs 

  1. Share the articles and FAQs uploaded/added to your Knowledge base from the chat window. 

Attachments

  • You can send files, documents, or screenshots to the visitors from the chat window. 


Emoji

  • You can add warmth with emojis right in the chat reply area, but keep them professional.


Private Messages

  • Use internal notes (visible only to teammates) to give context before transferring chats.


Taking an Individual Approach

Mirror Customer’s Language

  • If they are formal, be formal; if casual, keep a friendly tone.

Customer Details

  • View customer profile data (location, device, pages visited, history) before responding.


Customize Data

  • Add missing fields like name, phone, or email to enrich CRM data.


CRM Integration

  • Connect SalesIQ with Zoho CRM to automatically push leads and notes.


How a Chat Ends

When a Chat Ends

  • Customer closes the window.

  • Operator ends the chat manually.

  • Session times out after inactivity.


Tag Your Chats

  • Use tags like Lead, Issue, and Feedback to categorise chats for reporting.


Tickets Management

Ticket Info

  • You can connect your Zoho Desk or any ticketing management system with SalesIQ and manage your support tickets right from the chat window. 

  • Open → Pending → Resolved → Closed.

  • Keep status updated so teams know progress.


Connect with Chatbot

  • Learn when the bot hands over to a human.

  • Review bot-collected data before typing.

  • Avoid repeating questions already asked by the bot.


Transferring Chats

Transfer Carefully

  • Confirm which team/operator is best suited to handle the chat. 


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Tip Off Your Teammates

  • Use private message to brief them before transfer.

Keep the Customer Informed

  • Tell them: "I'm connecting you with our specialist to assist further."

Supervising

  • Supervisors can monitor active chats.

  • Be open to live suggestions (coaching prompts may appear in chat).

  • Use this as a learning opportunity to improve future responses.

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Best Practices for Operators

  • Respond within 30 seconds to all chats.

  • Keep a polite, empathetic tone.

  • Always end chats with a thank-you message.

  • Document important customer info for future reference.