Analyze and manage Contacts
Note to customers: This feature is a 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.
Who is a Contact?
The Contacts module in Zoho SalesIQ helps you manage and organise visitors who have shared their contact information, such as email addresses or phone numbers, during conversations. Once a visitor provides follow-up information that can be used for future communication, they are automatically converted into a contact.
The Contacts module provides operators with a centralised view of all identified visitors, including their conversation history, visitor activities, and engagement details. This helps teams build stronger customer relationships, track interactions effectively, and perform timely follow-ups with potential leads and customers.
- In the SalesIQ side panel > Visitors, you can find the Contact section.
- Filtering the Contacts list
- You can filter the contacts list based on the brands on the top panel, near the heading, where you can find a drop-down. You can view all the brands available in the portal, or pick a brand to filter visitors.
Contact's List view
There are five default list types available in the Contacts module. They are:
- All Contacts: This list enlists all the users visiting your website.
- Returning Contacts: This list separates the repeated users from all users and lists them separately.
- Contacts - Visited today: This list shows all the users who visited your website today.
- Cold Contacts: The users who have not visited your website for more than 2 months will be categorised here.
- New Contacts - Visited today: The users who landed on your website for the very first time will be shown here.
Create your custom list
You can create your custom list by adding various rules; if those rules are followed, the contact will be added to your list.
- In the SalesIQ > Visitors > Contacts, click on the (+) icon next to the list type.
- Set your rules to filter out your desired contact.
- How to set rules to filter contacts
- Add a name to your list by clicking on the Add a Title at the top.
- Make a rule from one of the pre-defined conditions available.
- After creating your first rule, you can add more rules to it by clicking 'or/and' next to add another rule.
- If you pick 'or', the users will be filtered if any one rule is satisfied.
- If you pick 'and', all the rules must be satisfied to be enlisted in the list.
- After adding the rules, click Save.
- Now, pick your custom list from the drop-down on top, inside the Contacts module.
Contact's Profile Information in SalesIQ
You can now view the contact's information directly in the profile section during conversations. This helps support and sales teams identify contacts more quickly and deliver more context-rich communication.
1. Contact Tags
You can associate tags with users for better categorisation and filtering.
For example, you can tag the visitors as:
- Premium Customer
- Hot Lead
- Returning Customer
- Support Priority
2. Personal Information
SalesIQ collects a lot of essential visitor data. You can view them in the Personal information tab.
- First name
- Last name
- Primary email
- Secondary email
- Primary phone number
- Secondary phone number
3. Other Informations
You can check other additional visitor insights, engagement history, behavioural details, and location-based information to help operators better understand users and deliver contextual support.
- You can filter the information details based on the brands the user is associated with.
- The All Brands option is available only for the administrator.
- Visit Count: Displays the total number of times the visitor has visited your website or interacted with your brand.
- Page Count: Shows the total number of pages viewed by the visitor during their visits.
- Past conversations count: Indicates the total number of previous conversations the visitor had with operators.
- Total Duration: Displays the cumulative duration of all visitor interactions and sessions.
- Last interaction time: Shows the date and time of the visitor’s most recent interaction.
- First visit time: Displays the date and time when the visitor first accessed your website or platform.
- Last visit source: Shows the source from which the visitor most recently arrived.
- First visit source: Displays the original source through which the visitor first discovered your website.
- Last visit time: Shows the visitor’s latest website visit timestamp.
- Last visit duration: Displays how long the visitor stayed during their most recent visit.
- Favourite operator: Displays the operator who most frequently interacted with the visitor.
- Satisfaction: Indicates the customer satisfaction level collected through chat ratings or feedback.
- Avg. time spent: Shows the average duration the visitor spends on your website or platform.
- Rating: Displays the visitor’s chat or support rating score.
- Medium: Displays the traffic medium used by the visitor.
- UTM name: Shows the UTM campaign name associated with the visitor session.
- City: Displays the visitor’s detected city location.
- State: Shows the visitor’s detected state or province.
- Region: Displays the broader geographic region of the visitor.
- Country/Region: Shows the visitor’s detected country.
- Country code: Displays the ISO country code associated with the visitor.
- Browser: Displays the browser used by the visitor. Examples:
- Chrome
- Safari
- Firefox
- Edge
- Operating System: Shows the operating system used by the visitor.
- IP address: Displays the visitor’s IP address.
Conversation
All the chats and calls initiated by the user will be listed here. You can click on a specific chat to view the conversations in detail. The date and time the operator attended, along with the status of the conversation, will be displayed here. You can reopen the conversation by clicking the Reopen button. You can also filter the conversation based on the brands the user is associated with.
Contact Activities
It provides a timeline view of all activities performed by the contact during a session, as well as those carried out by the operator for the contact. If you click a session, the list of all activities performed by the visitor during that session will be displayed.
The details below will be listed:
- Landing Page - Clicking on the link will take you to the page visited by the contact.
- Date and Time of Visit - Date and time at which the contact accessed the landing page.
- Pages Accessed - All the pages accessed by the contact throughout the visit will be listed.
- Chat Initiated - Clicking 'Chat initiated' will open the chat transcript, displaying only the operator's initial chat.
- Chat Ended - Clicking on 'Chat ended' will open the chat transcript, displaying the contact's entire chat conversation with your operators.
- Email Sent - To view the contact's email, click on the "Mail Sent" and the mail will be displayed in a separate column.
- Note Added - Clicking on "Notes" will display the added notes in a separate column.
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