How to enable click-to-call for your brand in SalesIQ?

1. In SalesIQ dashboard, navigate to Settings -> Brands -> {Your brand}  -> Installation -> Website.
2. In Communication mode, enable the Call option.

Click-to-calls and audio calls are supported only for the website channel at the moment. 

1. Now, the click-to-call feature is enabled successfully. Visitors can call you directly without initiating a chat by clicking the call button in the SalesIQ chat widget. 
   

Call-only option in the chat window

1. In SalesIQ dashboard, navigate to Settings -> Brands -> {Your brand}  Installation -> Website.
2. In Communication mode, uncheck the Chat option while the Call option is checked. 
   
3. Now your visitors will no longer be able to initiate a live chat through your website and will only be able to call.

1. Immediate assistance: When customers have an issue or question, they often want a quick resolution. With a call-only support system, they can speak directly with a representative and get the help they need right away.
2. Personalised support: Speaking with a representative on the phone allows customers to explain their issue in detail and receive personalised assistance. This can lead to a better overall customer experience.
3. Increased efficiency: Calls can often be more efficient than other forms of communication, such as email or chat, as issues can be addressed and resolved in real-time.
4. Easy access: A call-only support system is easy to use for customers, as they can call with just a click without even starting a chat conversation. This can be especially convenient for customers who may not have access to a computer or prefer to communicate over the phone.

If you want to enable the call option only after starting a chat, uncheck the Call box in Communication mode under Brand settings. 

Call Routing

1. Go to Settings > Automate > Call Routing.
2. Click on the Add button in the top right corner of the page. 
3. Give your routing rule a suitable title. 
4. Pick the brand for which you want to apply this rule.
   

1. Choose your audience - this can be based on website details, technology, visitor details, department, triggered status, UTM values, CRM values, campaigns, company data, user data and general conditions like number of past chats. View all pre-defined conditions available for call routing.
2. Under Routing criteria, you can choose to whom you want to route the calls. There are 5 options available,
   
1. All available operators: The calls will be to all the operators available in the organisation.
2. Specific operators: You can pick operators to whom you want to route the calls.
3. CRM lead / Contact owner: If the visitor is a CRM customer, then this option will route the call to the CRM lead/owner of the visitor.
4. Last call attendee: The call will be routed to the operator who attended the visitor's last call (Note: This option applies only to the visitors who have already connected with you on call.)
5. Do not route: This option will not route the call to anyone. The calls will end up as missed. 
   

1. If you choose the Specific operators option, you will now get an option to select the operators to which you want to route this chat.

Note: Only the operators associated with the brand's departments selected for this routing rule will be listed here. This can be configured in the Brand flow controls settings. To configure this, navigate to Settings > Brands > Brand name  > Flow Controls. In the Calls tab, scroll down to 'Associated departments for calls'. Add or remove departments as necessary.

1. Now, you can pick a routing rule. There are four routing rules available in call routing. 
1. First available: The calls will be routed to the operators who have completed their previous call and are available to pick up more. For example, if there are 10 operators and everyone is engaged in different calls. If one operator completes a call before another and their status changes to available, then the next call will be routed to that operator.
   
2. Least loaded: Calls will be routed to the operator who has attended the least number of calls.
   
3. Route one-by-one: The calls will be routed to available operators in the round-robin method. For example, if there are 10 operators, then the calls will be routed from the first operator to the last available operator in order, and when the ten operators have received their first round of chats, the second round of calls will be routed and queued to all of them, starting from the first operator in the same order. If an operator switches their status from available to busy, they will be temporarily removed from the order, moved to the end of the queue, and receive calls only when their turn comes.
   
4. Simultaneous routing: This option will route the calls to all selected operators simultaneously. 
   

1. Now, click on Save to establish this call routing rule. Once saved, all calls that match the set conditions will be routed according to this rule. 
   

What is the order of Call Routing?

The rules follow a top-down execution method; whichever rule first matches the visitor criteria will be executed.

Note: Call routing is independent of Zobot/Answer bot i.e when a call is made by a visitor, that call will be routed to the operators based on the configured call routing rules.

How to disable/delete a call routing rule?

1. To disable a rule, click the Enable/Disable toggle button.
2. To delete a rule, click on the Delete (trash) symbol on the right side of the rule.
3. A confirmation pop-up appears. Click Delete to delete the rule.
   

1. You can also delete or edit the rule from the overview window. 
   

Call Queue

1. You can find all the queued calls by navigating to the Calls section in the SalesIQ dock. 
   

1. In the Calls section, you can find all the queued calls in the Call Queue view.
2. View all the calls in the queue in the list view section. 
3. Click on a call in the queue to view its details. You can then choose to answer or decline the call.
   

Note:

1. Answering a call in the queue while on a call will end the current call. 
   
2. The number of calls in the queue is based on the limit set for you by your admin in the operator settings. 

Transferring calls to operators

1. On the call widget from your operator dashboard, click on the three dots to open the more options. 
2. Now, click on the Transfer call option.
   

1. Choose the operator to whom you want to transfer this call. Now click Transfer. 
   

1. You can add notes to let the operator know why you are transferring this call. Once done, click on Done. 

Note: You will remain on the call until the operator accepts the call transfer invitation.

Switching to a video call during an ongoing audio call

You can now seamlessly switch an ongoing audio call to a video call without ending the conversation. This helps provide a more interactive and personalised support experience when visual communication is required.

During an active audio call, either participant can initiate a switch to a video call. Once the request is accepted, the audio call is automatically converted into a video call, allowing both parties to continue the conversation with video enabled. Switching to a video call is helpful when:

• Demonstrating products or features visually
• Troubleshooting issues that require screen visibility
• Conducting personalised customer consultations
• Building stronger customer engagement through face-to-face interaction and much more

1. During an active audio call, either participant can initiate a switch to a video call. For operators, click the three dots during the call, then tap Share video. 
   

1. Both participants should enable video sharing permissions in their browsers. 
   
2. Remember to enable the "Allow visitors to switch to video call during an ongoing call" option in Settings > Brands > Your brand > Website > Chat > Forms > Interaction tool for this option to appear in the visitor chat window. 

1. You will now be connected to the visitor on a video call. 

Call Monitor

Audio Calls in the SalesIQ chat window

Server Maintenance Update: We have changed the servers. As a result, the IP ports are changed. If you have whitelisted Zoho SalesIQ to receive support from our team, please enable/whitelist the following ports in your firewall to ensure calls/conferences work without issues. Please contact our support (support@zohosalesiq.com) for more information.

With Zoho SalesIQ's Audio Call feature, you can make and receive audio calls, just like using a traditional phone. All you need is a pair of computer speakers and a microphone or a headset attached to your computer or handset.

Benefits of Audio Calls

1. The long, monotonous chat sessions are not needed anymore, audio call helps your operators to solve problems quickly and efficiently. This improves resolution rate and saves time and effort.
   
2. With audio calls, visitors do not have to wait for hours for a single response from an operator. They can get their queries answered then and there.
   

How to enable audio calls in channels

You can display the audio call option to the visitor in the chat window by enabling this option. Using which, the visitors can connect with the operators via audio call. This can save the time of your operator and also solve the problem of the visitors quickly.

1. Navigate to Settings > Personalize > Brands > Brand name > Configurations > Channels and turn on the Audio Call button for the channels of your choice.
   
2. Now, the visitor can contact your operators for help via audio call from the chat window. Learn more.
   

Visitor initiating a call from the chat window

1. The visitor can initiate a call from the chat window, and once the operator picks up the call, both will get connected via an audio call. If the call disconnects, the visitor can use the Call Again option in the window to reconnect to the operator.
   
2. In case the call is missed or if the operator cancels, then the visitor gets an option in the chat window to record and send a voice message to the operator.
   

1. This is the view in the operator's portal when a visitor calls.

Note:

Do remember to enable the audio call option in the chat window.

Audio call in the operator chat window

Likewise, the operator can initiate a call from the operator window, and once the visitor picks up, both will be connected via an audio call. If the call disconnects, they can use the Call Again option to reconnect with the visitors.

1. This is the view in the website when an operator gives an audio call.

You can switch to video call during an ongoing audio call. 

Call Summary

The call summary is generated once a call ends, allowing operators to quickly review the conversation without listening to the full recording.

SalesIQ supports two AI options for generating call summaries:

1. Zia: Uses Zoho's AI to generate concise summaries based on call content.
   
2. ChatGPT: Leverages ChatGPT’s language model for context-aware summaries (requires SalesIQ-ChatGPT integration). 

To configure call summary settings, navigate to Settings > Global Settings > AI Tools for Operators > Conversation Summary.

Note:

1. Summaries are generated in the operator’s language. For example, if the conversation is in French but the operator’s language is English, the summary will be in English.

2. Call summaries are available only in the Calls tab, not for live chats.

Note:

While enabling the audio do consider the below factors as well:

1. This feature is supported only for Zoho SalesIQ Basic, Enterprise/professional, Zoho One and CRM Plus plans.
   
2. You can make any number of calls, there are no restrictions.
   
3. Audio call is supported in Zoho SalesIQ Mobile Apps.
   
4. Also, this feature is supported only in the new embed code version. If you're using the old embed code, change it right away.
   
5. The audio call is supported only in the below browser versions:
   
1. Chrome 53 and above
   
2. Firefox 68 and above
   
3. Opera 40 and above
   
4. Safari 11 and above
   
5. Edge 79 and above
6. Your website visitors should be using https:// connection protocol.
   
7. An ongoing call cannot be transferred to another operator.
   
8. If an operator joins an ongoing chat while the call is on, then the new operator cannot join the ongoing call. Also, if the call gets disconnected after the operator joins the chat, then next call cannot be initiated and call option will be disabled (group calling option is not available.)
   
9. While you monitor an associate's chat you cannot make/join calls. 
   
10. Operators can answer one call at a time, on picking the new call the ongoing call will get disconnected automatically.
    
11. You can find the call stats on the reports module under Visitor stats, Top Operator, Operator activity, Department Usage, Visitor Details, Operators sections.
    
12. You cannot change the call ringing and reconnecting time. By default, it is set as 50 secs for ringing and 30 secs for reconnecting.
    
13. If you reload the Zoho SalesIQ page during the ongoing call, the audio call will get disconnected.
    
14. On ending the ongoing chat, the audio call ends as well.

1. Zoho SalesIQ's live chat
   
2. Connect instantly and provide one-on-one support with SalesIQ's Audio Calls