Missed chats - Zoho SalesIQ

Managing Missed Chats

What are Missed Chats?

A chat is considered missed if neither an operator nor a bot responds or the operator declines or misses the chat transfer from the chatbot. (The initial automated welcome message (trigger message) is not considered a reply.) The missed chats section comprises the list of visitors leaving without an operator's assistance. This category can also contain chats handled by an operator but conclude without the operator sending a message. 

To view the missed chats:
  1. In the SalesIQ Dashboard, click chats in the left panel. In the dropdown, choose Missed Chats

  1. You can view all the missed chats listed. On clicking a specific chat, you can view all the available information about the chat and the visitor. The Chat Missed tag will appear if the visitor or the bot did not attend the chat.

  1. If the bot attends the chat and attempts to transfer the chat to a human operator and fails, then the Bot Transfer Missed tag will appear. 

  1. You can view the details of the Chat in the Show Details section. Click the show details, and the Missed Chat details page will appear. You can find the chat routing rule details and the operators available when the Chat is initiated or missed.

Replying missed Chat

  1. You can reply to the missed chat via email if the visitor has provided their email address.

Note: The Reply via email option will only appear if the visitor has an email address. 
  1. Consider the visitor initiating the chat from any social media account like Facebook, WhatsApp business, Line or Telegram. Then, the Reply via Email button will appear in the bottom left of the chat window, and the operator can answer the visitor anytime. 

Tagging the chat

  1. You can tag the chat with the related conversation group by clicking on the Conversation tags.

  1. To bulk tag the chats, select the chats and click on the Add tags.

Close missed chats

  1. You can close the chat by clicking on the Close chat option in the bottom right corner of the chat window. 

  1. Choose the chats from the list to bulk close and click on the Close chats icon.

Assigning the missed chat

  1. You can assign the chat to an operator by clicking on the operator tab at the top of the window. The list of operators will appear; you can choose the operator name and assign the Chat.

  1. Bulk assign the chats to a specific operator, choose the chats you wish to assign, click the Assign Chat option and select the operator.

Deleting a Missed Chat

  1. You can delete the missed Chat by clicking on the settings icon in the top right corner of the Chat. Click on Delete.

  1. You can delete the missed Chat by clicking on the settings icon in the top right corner of the Chat. Click on Delete.

Specifics of the chats

You have four different tabs in this section, which gives you all the available specifics of the visitor and chats.  
  1. Info tab - In this section, you can view the visitor details like name/visitor ID, email, location, browser details, active widgets, lead score, opportunity, etc.

  1. Recent Chats - You can view all the recent past conversations with the visitor in this section. Clicking on any chat will take you to the previous conversation.

  1. Notes - You can add notes for future reference. For returning visitors, you can view your own or other operator notes for the specific visitor.

  1. Summary - You can also summarize the conversation into a small paragraph with the help of AI. 

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Managing Active Chats

                                                                                                        Manage multiple ongoing conversations conveniently. These Active Chats and My Chats tabs are neatly organized into tabs for easy access. You can also initiate live chats with your customers, access detailed information about visitors, make notes for ...
                                                                                                      • Managing Categories in Resources

                                                                                                        How do I categorize my resources? Categories are an effective way to organize resources and make it easier for visitors to find them. Through the use of a multi-level categorization system, resources can be placed in sub-categories, allowing for a ...
                                                                                                      • Integrate Telephony with SalesIQ

                                                                                                        Performing follow-ups with your prospects via email can be sluggish at times. One of the most effective ways to connect with your contacts is via a phone. This integration can allow operators and sales teams to get in touch with your prospect right ...
                                                                                                      • Viewing Visitor's Conversation History

                                                                                                        You can access the archives of all activity from your live chat customer support operation by navigating to the Chats module on the left side of you SalesIQ dashboard. Benefit of Chat History The conversation history provides a comprehensive snapshot ...
                                                                                                      • Integrating Deskero with SalesIQ

                                                                                                        You can set up your predefined smart rules in Deskero for the chat transcript sent from Zoho SalesIQ on Chats and Missed chats. All the attended chat transcript will be addressed with the subject line “Chats :” followed by the visitor question. All ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources