Zia Agents work based on:

In SalesIQ, Zia Agents currently function primarily as an AI-assisted operator layer focused on Q/A-based conversational support.

How Zia Agents work with SalesIQ

The agents operate similarly to human operators but are powered through AI instructions and tool-based execution. Within the current SalesIQ scope, Zia Agents can:

The agent’s actual behavior depends heavily on the instructions, tools and knowledge base configured in the agent. 

For example:

1. A sales-focused agent can qualify leads and push information into CRM
2. A support-focused agent can create tickets in Desk
3. A marketing-focused agent can add users to campaigns
   

These workflows depend on the tools and instructions configured for the agent and are not limited to native SalesIQ-only actions.

Maximum of five Zia Agents can be deployed within the same SalesIQ portal. 

Supported SalesIQ Tools

The following SalesIQ tools are currently supported for Zia Agents:

Important Notes

1. When both, Chatbots and Zia Agents are deployed within SalesIQ, Zia Agents receive higher priority.
   
2. This means the Zia Agent will attend chats before chatbot flows are triggered.
   

1. Once enabled, Zia Agents will start attending chats automatically.
   
2. Human operators are mainly required when the agent forwards the chat to a department.
   
3. All the Zia agent chat will be listed under the chats (active/closed)

1. Transfer-to-human behavior is not automatically enabled.
2. The agent instructions must explicitly define this behavior.
3. The salesiq_forwardChat tool should be included.
4. If the tool is not configured, the agent may continue attempting to answer instead of escalating.

1. Deploying a Zia Agent in SalesIQ does not require purchasing an additional SalesIQ operator license.
2. For example: If a portal has 5 purchased operator licenses. A Zia Agent can still be deployed as an additional operator

How to deploy Zia Agents in SalesIQ

1. Open Zia Agents and navigate to Agent Studio
2. Create an agent > Using Zia or from scratch
   
3. Configure the agent name, role, instructions, tools, knowledge base, guardrails and more.
   

To deploy an agent in SalesIQ, adding at least one SalesIQ tool is mandatory.

1. Next, test the Agent by validating responses, tools and it's behavior
   

Important deployment recommendation

Although any eligible user can create a Zia Agent, it is strongly recommended that the SalesIQ portal owner performs the deployment process. This helps avoid deployment-related permission issues such as - "Digital Employee cannot be created in the current service portal by this user"

If this issue occurs:

1. Ask the SalesIQ portal owner to deploy the agent
2. Or have the portal owner complete the final deployment steps
   

Deploy as SalesIQ Operator

Once the agent is ready to deploy, click on Deploy > Deploy as Digital Agent. 

1. Configure parameter mapping
1. Configure the required parameter mapping for tools.
2. For SalesIQ deployments, choosing Model Mapping is generally recommended.
   

1. Configure the SalesIQ portal
1. All the associated SalesIQ portals under the user will be listed.
2. Select the portal where the agent should be deployed
   

1. Review concent
1. Review the requested permissions and continue.
   

1. Assign SalesIQ role
1. All the roles and departments associated with the selected portal will be listed. Select the role and departments for the agent.
2. The agent will attend chats only from the selected departments.
   

1. Operator display name for agent
1. Provide the operator name that should appear inside SalesIQ.
2. This becomes the visible operator identity for visitors.
   

1. Review & Deploy
1. Review the deployment summary and click Continue
   
2. The Zia Agent will now be deployed into SalesIQ as an operator.
   

Agents in SalesIQ

1. Once deployed, the agent will be added as an operator in Zoho SalesIQ in the enabled state.
   

1. To view the agent profile, navigate to, Settings > General > Operators > click on the Agent
   
2. From the agent profile, you can, 
   
1. Change the agent's name
2. Update the display picture (DP)
   

1. Modify associated departments
2. Manage agent versions
   
1. All deployed versions of the agent will be listed here, allowing you to choose the appropriate version based on your requirements.
   

1. The agent’s productivity will also be captured in Reports.
   

All chats handled by the agent will be available under Active Chats and Closed Chats. Operators with access permissions can view the agent’s chats and intervene in active conversations using the "Take over" option.

Currently, agents cannot be used in advanced configurations such as, triggers, routing rules, integration owner configurations.