Chat Monitor - Zoho SalesIQ

Conversation Monitor

Conversation Monitor allows you to oversee chat and call conversations between your operators and visitors. Using this feature, you can supervise and coach your agents, and also specify the type of chat conversation which you would like to monitor. 

Benefits of Conversation Monitor

  1. If you wish to monitor an operator in stealth mode, then you can add them here. You can join the conversations that you monitor any time that you want to in case your operators need your help.
  2. You can use this option to train your new operators or to observe the conversations of the prospective visitors on your website.

Types of Conversation Monitor

There are two types of conversation that you can monitor: 
  1. Chat Monitor 
  2. Call Monitor

Chat Monitor

Supervise and assist your associate during an ongoing chat conversation to train them and provide adequate support to the visitors.

Types of Chat Monitor

Operator Name : If you want to monitor all the conversations of a specific agent with the visitor, then select the Operator Name from the drop-down that is populated with the list of available operators.

IP Address : If you want to monitor the chats that originate from a specific IP address, then choose the IP Address option and enter the specific IP you would like to monitor in the text box.

Visitor Email : If you want to monitor the chat conversation of a specific visitor irrespective of any agent he/she converses with, then choose the Email Address option and enter the Email address of the visitor in the text box.

How to add a Chat Monitor?

To add a Chat monitor, do the following:
  1. Navigate to Settings > Controls > Conversation Monitor.
  2. Now click on the Add button to set-up a new monitor.

  1. Choose the conversation type as Chats and click Next.
  2. Now select what chats you would like to monitor. You can either monitor chats based on the operator name, IP address, or email address. 

  1. Click on the Add button to register changes. You can view the added chat monitors listed in the Chat Monitor section.

Who can Monitor Chats?

Role
Can Monitor
Administrator
Supervisor and Associate
Supervisor
Associate
Associate
None

Example of how to monitor a chat

  1. After adding the chat monitor, if the chosen agent chats with the visitor, then you will be able to oversee the conversation of the agent in the monitoring mode. You can also make suggestions through internal chat.
  2. If required, you can also click on " Join this chat " and join the conversation.

How to delete/disable a Monitor?

To delete a chat monitor,
  1. Click on the Delete button on the far right.

  1. A confirmation pop-up appears. Click Delete again and your monitor will be deleted.
To disable a monitor,
  1. Click on the Toggle button on the right side of the corresponding monitor and it will be disabled.

Call Monitor

Live call monitoring lets you listen in and observe conversations between your operators and visitors in real-time. This helps you identify gaps in operators' proficiency and address them without impacting the customer experience. You can join the conversations that you monitor any time that you want to in case your operators need your help. You can use this option to train your new operators or observe prospective visitors' conversations on your website. 

Ways of Call Monitor

You can monitor the calls in three ways. It can be using the Operator name or IP address or Visitor email. 
  1. Operator Name : If you want to monitor all the conversations of a specific agent with the visitor, then select the Operator Name from the drop-down.
  2. IP Address : If you want to monitor the chats that originate from a specific IP address, then choose the IP Address option and enter the specific IP you would like to monitor in the text box.
  3. Visitor Email : If you want to monitor the chat conversation of a specific visitor irrespective of any agent they converses with, then choose the Email Address option and enter the Email address of the visitor in the text box.
Note: 
  1. The Administrators can monitor both Supervisors and Associates. 
  2. The Supervisors can monitor only the associate. 
  3. The Associates cannot monitor calls. 

How to add a Call Monitor?

  1. To add a Call monitor, do the following:
  2. Navigate to Settings >  Controls > Conversation Monitor.
  3. Now click on the Add button to set-up a new monitor.
  4. Choose the conversation type as Calls and click Next .


  1. Select the type of monitor you would like to set up and provide the required details.

  1. Click on the Add button to register changes. You can view the added chat monitors listed in the Call Monitor section.

  1. After adding the call monitor, if the chosen agent converse with the visitor via call, then you will be able hear them in the monitoring mode. You can also make suggestions through internal chat.

  1. You can hop on to the call by clicking on "Join". 

Related topics:
  1. Operators in Zoho SalesIQ

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