Smart suggestions for visitor questions in chat window
Smart Suggestions are AI-powered reply recommendations generated by AI to assist operators during live conversations. These suggestions help reduce response time and improve accuracy by offering contextually relevant replies as the operator chats with a visitor. The following services support for answer/reply generation.
Services
Note to customers: Some of the AI services are part of our upcoming Summer ’26 release and will be rolled out in phases. If you would like early access to explore the feature, please fill out this form.
| AI service | Supported models | Working |
| Zia (Zoho’s in-house AI engine) | Zia uses the most optimal model (no selection required). | Uses SalesIQ Answer hub/Zoho Desk KB for answer suggestion |
| OpenAI | gpt-3.5-turbo, gpt-4, gpt-4o, gpt-4o-mini | Uses SalesIQ Answer hub/Zoho Desk KB for answer suggestion |
| OpenAI Assistant | Assistants configured in your OpenAI account | Uses Assistant's knowledge for suggestion |
| Anthropic | claude-sonnet-4-6, claude-opus-4-6, claude-haiku-4-5-20251001 | Uses SalesIQ Answer hub/Zoho Desk KB for answer suggestion |
| Google AI | gemini-2.5-flash, gemini-2.5-pro, gemini-3.1-pro | Uses SalesIQ Answer hub/Zoho Desk KB for answer suggestion |
| DeepSeek | deepseek-chat | Uses SalesIQ Answer hub/Zoho Desk KB for answer suggestion |
Resources
The smart suggestion supports both Zoho SalesIQ Answer hub and Zoho Desk Knowledge base.
- SalesIQ resources:
- The car uses SalesIQ's Articles, FAQs, Webpages, and Small Talks
- Select specific resource or combinations based on your use case.
- Zoho Desk resources
- The card uses the Desk's knowledge base.
- Zia should be enabled in the Zoho Desk (Setup > General > Zia > and enable Ticket Reply Assistant).
- A minimum of 30 articles is required in the Desk Knowledge base for this card to work.
- Zoho Desk integration is mandatory to select the Zoho Desk resource/knowledge base for the bot.
- The card uses the articles from the desk department that is mapped to the bot's department under integration configuration.
- So, ensure to map the essential desk department with SalesIQ in the SalesIQ-Desk Integration page.
Note: Smart suggestion is supported only in the Enterprise plan of Zoho SalesIQ.Enabling smart suggestions for the operators
The admin can enable smart suggestions for your portal. Follow the steps to enable:
-
Navigate to Settings > Global settings > Operator Interface > AI tools for operators > Smart suggestion > toggle Enable button and choose the service.
Customizing smart suggestions
Operators can customize the smart suggestions by navigating to Settings > My profile > Smart suggestions. Here, they can enable/disable the resources they'd like to get the suggestions.
Smart suggestions in the chat window
The operators will get suggestions based on the questions they receive from the visitor.
- They can click on the suggestion to preview the answers.
- Click on Share to send the article/FAQ to your visitor and Expand to view them full screen.
The smart suggestions will work only if there is a match to the visitor questions in your resources section.
How to enable or disable suggestions temporarily?
You can temporarily enable or disable the suggestions from the operator chat window by clicking on the Smart suggestions (bulb) icon below the texting area.
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