Configure chat window - Zoho SalesIQ

How to configure chat window options?

Setup your brand

Add a name and description to your brand to make it identifiable and feel more personalized. 
  • If you wish to change your brand's name, you can do so by navigating to Settings > Brands > Your Brand > Configurations, Under Name your Brandreplace the text inside the input field.
  • Click Save on the pop up at the top to save the changes made.

Change your brand's description:

  • To change your brand's description, go to Settings > Brands > Your Brand > Configurations. Under Describe your brandreplace the text inside the input field.
  • Click Save on the pop up at the top to save the changes made.

Email chat transcripts

You can enable the email option for the visitors in the chat window to send the required conversations to their inbox immediately.

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Email chat transcripts option. Toggle the switch to enable the Share screens option.
  • Click Save on the pop up at the top to save the changes made.



View old conversations

The visitors can view their past chat conversations for future reference and catch up on conversations they would have missed out.

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the View old conversations option. Toggle the switch to enable the Share screens option.
  • Click Save on the pop up at the top to save the changes made.
  • Now, the visitor can view the option in the Chat Window.



Enable emoji in replies

You can provide visitors with a wide range of emojis to choose from and make your conversations more emotively expressive.
  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Use emojis in replies option. Toggle the switch to enable the Share screens option.
  • Click Save on the pop up at the top to save the changes made.



Enable file sharing

You can enable the attachment option in the chat window with which the visitors can share the images, word document, PDF, audio, and video files with the operators during the conversation.

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Share Files option. Toggle the switch to enable the Share screens option.
  • Click Save on the pop up at the top to save the changes made.


Enable screen sharing

Enabling the Screen Sharing option will allow your visitors to project their screens during a conversation. This option can be used to get hands-on experience on the visitor's issues and assist them with ease. 

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Share screens option. Toggle the switch to enable the Share screens option.
  • Click Save on the pop up at the top to save the changes made.


Record calls and screen share sessions

You can enable the call and screen share session recording option in the chat window to record all the calls and screen share session for future reference and analysis. 

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Select your desired recording preference section. Now, select your preference.
    • Only audio call - Only the audio calls of the brand will be recorded. 
    • Audio call and screen share - Both the audio calls and the screen share session of the brand will be recorded
    • Don't record - Neither audio calls nor screen share sessions will be recorded. 
  • Click Save on the pop up at the top to save the changes made.

Call consent - Enter the consent message to notify the visitor that the call will be recorded before they connect with your operator via Audio call.
Screen share consent - Enter the consent message to notify the visitor that their screen will be recorded before they connect with your operator via Audio call. 


Send Voice notes

You can enable the voice notes option in the chat window with which the visitors can share the a voice message with your operator during the conversation. 

  • In Settings > Brands > Your Brand > Configurations, Scroll down to the Voice notes option. Toggle the switch to enable the option.
  • Click Save on the pop up at the top to save the changes made.

Privacy settings

As we understand that each website's preferences are different, you can make choices on your GDPR settings as well. You can enable/disable GDPR for the website as per your requirement.



To enable GDPR on a website:
  • From your SalesIQ dashboard, navigate to Settings > Brands > Your Brand > Configurations, click on Privacy at the top to switch to the Privacy tab.
  • Toggle the button next to 'Display GDPR consent banner on your website', to enable GDPR settings.


SalesIQ offers two ways to get cookie consent from your website visitors. 

  1. Self-managed cookies
For businesses that have your own cookie management system, you can include SalesIQ's cookies in your own consent banner using the SalesIQ cookies API. This means that you can consolidate all your cookie requisites including SalesIQ, and give visitors the freedom to decide which cookies they allow on your website.
The flow for the API implementation is as follows.
  1. .privacy.getCookieList() API - to get the list of cookies used by Zoho SalesIQ before loading the cookie consent. 
  2. .privacy.updateCookieConsent() API - to set the cookie consent preferences for the Zoho SalesIQ cookies, and then sharing the consent provided for the same.

  1. Use SalesIQ banner for cookie consent
You can choose to display an exclusive SalesIQ cookie consent banner to website visitors to manage SalesIQ cookies exclusively, based on visitor preferences. 
  1. Notify your visitors about cookie usage - Check this option if you want to notify the visitors on your website about the cookies.
  2. Notify and allow your visitors to manage cookie preferences - Check this option if you wish to notify the visitor and offer an opt-out option from storing the cookies on your website. You can customize the banner content as required and also link your privacy policy document to provide a your visitors with a clear picture of the cookie storage. 
  3. Do not notify - You can check this option if you do not wish to inform the visitors about the cookies.

Google translation notification

You can notify visitors about the use of Google translate when conversing with a visitor in a foreign language. This can help the visitors understand if you make any mistakes or didn't respond correctly. 


  • Do not notify - You can check this option if you do not wish to inform the visitor about the translation.
  • Notify visitors - Check this option if you want to notify the visitor on your website about the translation.
  • Notify visitors and provide them with an option to opt-out if required - Check this option if you wish to notify the visitor about the use of Google translator and offer an opt-out option.


Notify the terms and conditions

You can also get the visitor's consent before they initiate a chat. You should attach your privacy policy document and get the permission if you wish to use any of the visitor info that you get in the chat window, elsewhere. 

  • Do not notify - You can check this option if you do not wish to inform the visitor about the policy.
  • Notify visitors - Check this option if you want to notify the visitor on your website about the policy.
  • Notify visitors and provide them with an option to opt-out if required - Check this option if you wish to notify the visitor and offer an opt-out option from storing the data on your portal.


Tracking DNT enabled visitors

DNT or Do Not Track is a browser setting that will let visitors send a message to websites, web-apps, and other third-party advertising networks requesting not to track their personal information as they browse through various sites. SalesIQ lets you track visitor data irrespective of visitor’s DNT requests. You can avail this by enabling the Track DNT enabled visitors option.

    



Channels

You can monitor and control all the platforms your widget, channels represent all the platforms that a particular brand is installed on and its essential features such as Live chat, Audio call, Articles, and Visitor Tracking. You can turn on or off each feature by toggling the switch. 





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