Add operators and assign roles in SalesIQ - Zoho SalesIQ

How to add operators and assign them roles in SalesIQ?

Add more power and make your customer service run smoothly by adding operators in Zoho SalesIQ. With the ability to add your team members and configuring them into one of three roles, you will be able to find the optimal structure for your live chat operation.

 

How to add operators?

The Operators section helps you add your team to engage and support your website visitors. An operator can be someone who helps set up your account/managers - administrator, who manages your sales/support/marketing operations - supervisor, or the one assisting your customers - associates/support representatives/sales representatives. When you create your Zoho SalesIQ portal, your live chat operation is staffed with one operator and administrator—you. But as great as you are, we think Zoho SalesIQ has become infinitely more powerful and utilized as a tool for small teams, where everyone can pitch in and connect with visitors as a part of a total-support culture. That is why we made it easy to add your team members to your Zoho SalesIQ, so they, too, can connect with customers and get started delivering instant happiness.

To add an Operator in Zoho SalesIQ: 
  1. In the Settings > General > Operators, click the Add button at the top right corner.



  1. Then, enter the operator's e-mail address in the field to proceed. 
  2. Now, choose what role and permission you want this particular operator to have:
    1. Administrator - Can access all the information, edit configurations and has the power to perform any action in Zoho SalesIQ. 
    2. Supervisor - Has restricted power to perform actions and can access selective information (i.e., they can access the Websites, Automation and Integrations sections in the Settings tab.) 
    3. Associate - Connect and chat with the website visitors and can access/view only their personal data and chat information in the Zoho SalesIQ console.

  1. You can associate the operators with your existing departments. Enter the name of the department in the input field or select the Department by scrolling through the drop down menu. Select the departments you want to relate the operator with. 


  1. You can toggle on the Available to take chats switch to enable the operators to attend incoming chats.
    Toggling it off will disable their access to Visitors Online Module and modify their availability status.
  2. Enable the Monitor chats option to monitor the operators ongoing conversations to train and jump in immediately when they require your help. 

  1. Finally, click Add Operator button at the bottom.

Change Operator Role

  1. In the Settings > Operators section, hover over the operator you wish to edit and click anywhere on the operator tile.
  2. On the operator profile page, click on the settings icon on the right side to edit the operators profile.
  3. Scroll down to Choose a Role and select your required Role from the list. 

Operator roles and permissions

Features
Administrator  
Supervisor
Associate    
Making changes to Zoho SalesIQ

 
 
View operators' profiles

✔ (co-supervisors/associates)
✔ (co-associates)
Access customer information



Edit configurations

 
 
View data inside your operation



Connect and chat with customers



Deliver solutions



Edit/Delete data

 
 
Monitor chats of other operators


 
Add/Remove new members

 
 
Approve IP blocking

 ✔ 
View performance reports


 
Changing operator roles

 
 
Set operator concurrent chat limits

 
 
Operator chat window configuration

 
 
Share URL



Send files to visitors



Email the visitor information

 
 
Visitor chat transcript



Operator availability configuration



Purchase/Upgrade Zoho SalesIQ
✔ (Portal owner)
 
 
Edit/Modify company details

 
 
Customize filters to prioritize visitors



Create custom views in Visitor History



View list of operators in the company



View all departments

 
 
View associated departments



Block IPs



Change owner

 
 
Assign chats to operators

 
 
Associate operators to departments

 
 
Add a new brand


 
Create Canned responses



Create Articles


Add new departments

 
 
Add Trigger rule

 
 
Add Visitor Routing

 
 
Add Chat Routing

 
 
Email Schedules

 
 
Enable/Disable Integrations

 
 
Framing trigger and routing rules

 
 
        Settings Tab Access
Operators



Company


 
Departments



Portal Settings

 
 
Blocked IPs



Brands


 
Automation

✔(Only Chat Monitor)
 
Templates



Lead Scoring

 
 
Integrations

 
 
View Zoho SalesIQ Integrations


 
Zobot


 
       Modules Accessible
Visitors Online



Visitor History



Chat History



Feedback



Reports


 
My Profile
✔.


Settings

✔ (Limited access)
✔ (Limited access)
Purchase tab
✔ (Portal Owner)
 
  

Change the availability status

  1. Navigate to Settings, under company settings, click on Operators.
  2. Click on the particular operators whose availability you wish to change.
  3. In the Edit Operator page, scroll down to Operator Away. 
  4. Enable or disable the using the toggle switch, once you have selected an availability status it will be immediately updated in the particular operator's profile.
  5. Note: If you set a particular operator's availability status to be Away, chats will not be routed to the particular operator.
  6. This option will only be available for administrators of the portal. 


Associate operator  with departments

  1. Settings > Operators, select an operator.
  2. Scroll down to Associate to departments, and click on Search a department and select a department from the drop down menu to relate the particular operator to the department.
  3. Under Added departments you can view all the departments associated with the Operator. You can click on the 'x' icon to exclude the Department.
  4. Once you have added all the departments you want to associate with the specific operators. Click Save in pop-up on top to apply your changes.



Note: The department field cannot be empty, at least you should associate the operator to one of the departments.

Other operator settings

Set concurrent chat limit

Define the number of chat the operator can handle simultaneously. Your status will change to Engaged once you reach the limit. New incoming chats will not be routed until an ongoing chat get over. 

  • In the Edit Operator page, scroll down to the Concurrent chat limit, using the slider set the limit, click Save.

Control Notifications

  • Mobile notification: In the Edit Operator page, scroll down to Mobile Notification, toggle ON to get notified on your mobile when a new or returning visitor lands on your website.
  • Desktop notification: Under the Desktop notification, toggle on to get notified on your computer.


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