Chat list

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

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 and CRM calendar 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

Starting a Cliq group chat (Chatlets integration)

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.  

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

Edit/Delete a note in the chat

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. 

Adding Visitor Email Replies as Comments in SalesIQ Conversations

When:

• An operator sends an email to a visitor from the SalesIQ operator chat window
• The Smart Reply email address is added in CC
• The visitor replies without removing the CC address

Then:

• The visitor’s email response is automatically added as a comment in the corresponding SalesIQ conversation.

This helps operators maintain a complete conversation history directly inside SalesIQ. 

1. In the SalesIQ operator chat window, when you send an email to the customer via the Send email option or the Reply via email option.