Getting started with Brands on SalesIQ (New)

As and when you log in to Zoho SalesIQ for the first time, a brand is automatically created for you with the Company name you provided during sign-up. This becomes your starting point to set up how SalesIQ appears and functions on your website and mobile app.

What is a Brand in SalesIQ?

In Zoho SalesIQ, a brand is a dedicated profile you create to manage a distinct business, product, or service entity within your SalesIQ organization.

Within a brand, you will get the installation codes to deploy the SalesIQ live chat on your website and mobile app. You can also set up business hours, other chat-related settings, and also integrate messaging channels so all customer interactions from the website, mobile app, and social channels are handled in one place.

Within a brand, you can:

Access installation codes to deploy the SalesIQ live chat on your website or mobile app for that specific business.
Configure settings such as business hours, language preferences, and conversation flow settings.
Personalize chat themes, greetings, and other customer-facing components to match the brand's identity.
Integrate messaging channels so all conversations from the website, mobile app, and social platforms are handled in one place.

Overall, a brand helps you centralize all customer engagement components for a specific business unit inside your SalesIQ account.

Managing Multiple Brands in one SalesIQ organization

If you're running more than one business or product, you can create separate brands for each of them within your SalesIQ organization. This allows you to customize how SalesIQ appears and functions for every business unit, without mixing visitor data or settings.

Each brand operates independently, and can have its own:

Live chat widget and visitor tracking setup
Chat launcher settings, themes, greetings, and follow-up messages
Brand-specific business hours and offline behavior
Messaging channels connected to that brand
Routing rules, triggers, and automation workflows that apply only to that brand
Brand-wise reports and analytics for clear performance insights

Why Use Multiple Brands?

Using separate brands helps you:

Offer unique chat and engagement experiences for each business or product
Keep visitor conversations, tracking, and reporting clearly separated
Maintain different operating hours and availability per brand
Easily identify which brand a visitor or conversation belongs to
Scale your customer engagement by adding new brands without affecting existing setups

Example:

A company that runs both a travel booking platform and a food delivery app can create two brands. Each brand will have its own live chat and personalized visitor experience, all managed from the same SalesIQ account.

How Brands Help Your Business

Brands in SalesIQ make it easy to deliver organized, personalized, and effective customer engagement:

Centralized Management: Handle multiple websites, apps, and messaging channels from a single SalesIQ account.
Distinct Customer Experiences: Each brand can have its own live chat setup and personalized customer-facing interface, ensuring every business or product has a unique identity.
Streamlined Support: Integrate all messaging channels and live chat interactions for a brand in one place, making it easier for your team to respond efficiently.
Scalable Operations: Add new products or businesses as separate brands without mixing visitor data or settings.

In essence, brands let you manage multiple businesses, digital properties, and customer engagement channels efficiently, while maintaining a tailored experience for each. You deliver a clean, personalized, and structured customer experience for every business unit you manage, all within a single SalesIQ account.

Adding a New Brand

You can create a new Brand to manage the chat experience, appearance, and customer engagement settings for a specific business or product within your SalesIQ organization. To add a new Brand:

Go to Settings > Brands.
Click Add in the top-right corner.
This opens the Create a brand page, where you can enter the details and configuration for your new Brand. The Create a brand page allows you to define the basic information, supported languages, and working hours for your new Brand.
Name your brand: Enter a unique name for your Brand. Example: Zylker Real Estate
Assign departments to your brand: Select the departments that should handle live chat conversations for this Brand. You can assign one or multiple departments. Only the departments selected here will receive chats from this Brand.
Choose language(s) for your live chat: Select the languages your messenger should support. You can choose from:

Website language: Detects and adapts to the visitor’s browser/website language.
Additional languages: Select one or more languages from the list.
Set default language: This language will be used as a fallback when the visitor's language is not part of the languages selected for live chat.

Set working hours for your live chat: Define when your team will be available to respond to chats for this Brand. Options include:

24/7 – Always available.
24/5 – Available 24 hours on weekdays only.
Custom hours – Set specific working hours for each day of the week.

Time zone: Select the time zone to be applied to the Brand’s working hours. This ensures chat availability and offline behavior follow the correct regional timing.
Hide chat launcher outside of business hours: Enable this option if you want the chat launcher to remain visible only during your defined working hours. When turned on, the launcher will automatically be hidden during offline hours.
Once all required fields are filled in, click Create to add the new Brand to your SalesIQ organization.

Brand Overview

After you create a brand, SalesIQ takes you to the brand overview or the landing page. This page provides a snapshot of the brand’s key settings, including assigned departments, working hours, and supported languages. It also acts as the central place to manage all communication channels connected to the brand.

Brand details

At the top of the page, you can view and edit the main configuration options you selected during brand creation.

Departments: Shows the departments assigned to handle chat conversations for this brand.
Business hours: Displays the working hours configured for the brand’s live chat.
Language: Lists the languages supported in the brand’s messenger.

You can click these items to modify them at any time.

Disabling the brand

The Disable button at the top right allows you to temporarily switch off the brand.
When the brand is disabled, its chat widget and connected channels will not function.

General Configurations

Click on the Manage icon (settings) on the Brand overview page to open the General configurations section.

The General Configurations section contains the core operational settings for the brand, including business hours, departments, language preferences, and other conversation-related controls.

The left panel lists all configuration categories. The main panel displays the selected category’s settings.

Business hours

Use this section to define when your team is available to respond to chats for this brand.

Set working hours for your live chat: Choose one of the following availability options:

24/7: Live chat is always available.
24/5: Live chat is available 24 hours on weekdays.
Custom hours: Set specific working hours for each day of the week.

Time zone: Select the time zone that the brand should follow for all availability rules. This ensures business hours and offline behavior reflect the correct regional timing.
Hide chat launcher outside of business hours: Enable this option if you want the chat launcher to appear only during the brand’s active working hours. When turned on, the launcher will be hidden automatically outside the defined schedule.
Week starts on: Choose the first day of the week according to your business operations.

Departments

This section lets you control which departments are assigned to the brand. Select one or more departments from the list.

Only the departments added here will receive incoming chats for this brand.
You can update this selection anytime based on team availability or business requirements.

Languages

Use this section to configure the languages supported in the brand’s live chat messenger. Select the languages the chat widget should offer to visitors. Options may include:

Website language: Automatically adapts to the visitor’s website or browser language.
Additional languages: You can select multiple supported languages.
Set default language: Choose the primary language used when no preferred or detected language is available.

Note:

If you use the same installation code on multiple websites, selecting Website language ensures each site displays the chat window in its respective language.
You can override language settings programmatically using the JS API ($salesiq.language()).

Operator Conversation Settings

These settings control how chat and call conversations are assigned to operators, as well as how waiting queues and forwarding behavior are managed for this brand.

Notification type: Choose how incoming chats should reach operators. You can switch between these methods based on the team’s workflow and availability.

Manual pick-up: Operators receive notifications for new chats and manually choose to pick them up.
Auto-assign: Chats are automatically assigned to available operators based on assignment rules. This helps reduce response delays and distribute workload evenly.

Chat waiting queue

Set the maximum number of visitor chats allowed in an operator’s chat queue.
When the queue limit is reached, new chat requests will be handled according to your global or brand-level capacity rules.

Call waiting queue

Set the maximum number of visitor calls allowed in an operator’s call queue.
Additional incoming calls will follow the call routing rules configured for the brand.

Call forward action: Choose how the operator calls should behave when forwarding is triggered. Select the option that best suits your support workflow.

Keep the current operator connected until the call is answered: The operator stays on the call until the next operator picks it up.
Disconnect the current operator once call forwarding is initiated: The operator is removed from the call immediately after forwarding starts.

Show "Driven by SalesIQ" label on live chat: Enable this setting if you want the chat widget to display the “Driven by SalesIQ” label during live conversations.
Remote access (powered by Zoho Assist)

Turn on remote access if you want operators to request screen sharing, remote control, and other assistive tools during a conversation.
This feature supports resolving customer issues more quickly through direct visual assistance.

Note: When remote access is enabled, operators will see options for calls, screen sharing, and Zoho Assist powered suggestions while assisting visitors.

Data Security

The Data security section allows you to verify the identity of logged-in visitors using JWT (JSON Web Token) authentication. This ensures that conversations inside the brand are secure and tied to a validated visitor profile.

Verify visitor identity with JWT

Enable this option if you want to authenticate visitors before they start a chat. When enabled, your application must generate a JWT token for each logged-in visitor.
SalesIQ validates this token to confirm the visitor’s identity.

Secret key

The secret key is required for generating the JWT token on your server.
You can view the existing key here and copy it for integration.

Generate a new key

If needed, select the Generate a new key option to create a new secret key.
After generating a new key, make sure you update your application code wherever the JWT is generated.

Privacy

The Privacy settings allow you to manage GDPR compliance and other privacy-related behavior within the brand. These options control consent banners, cookie preferences, privacy notices, and the handling of visitor data during chat interactions.

Display GDPR consent banner: Enable this option to collect consent from visitors before capturing any personal information. When this option is active, a consent banner appears to all visitors before chat or tracking information is stored.

Cookie management: Choose how SalesIQ cookies should be handled.

Manage cookies on my own: Select this option if you already use a custom cookie management system. If chosen, you can include SalesIQ cookies in your existing banner or control logic through the API.
Use the SalesIQ banner for cookie consent: Select this option if you want SalesIQ to display its own cookie consent banner. When enabled, the SalesIQ banner manages how its cookies are stored based on the visitor’s preference. You can choose one of the following:

Notify visitors about cookie usage
Notify and allow visitors to manage cookie preferences
Do not notify visitors about cookie usage

If you choose to notify visitors, you can customize the banner text and attach a cookie policy link.

Notify visitors while using Google Translate: Choose how SalesIQ should inform visitors when Google Translate is used in the chat interface. Available options include:

Notify
Notify and provide an option to opt out
Do not notify

A link field is available if you need to redirect visitors to additional information.

Show privacy policy document: Select whether to display a privacy policy link in the chat widget. You can choose:

Display a document and provide a link
Do not display

This helps you comply with internal or regional privacy requirements.

Auto-pick visitor info from web forms: Enable this option if you want SalesIQ to automatically detect and capture visitor details entered in website forms before the visitor starts a chat. This allows operators to have context without asking visitors to repeat information.
Mask credit card: Enable this option to automatically hide credit card numbers provided during conversations. When turned on, any detected card information will be masked for privacy and security.

Recording Preference

This section controls how SalesIQ records audio calls and screen-sharing sessions that take place during a conversation. These settings apply only to the brand you are configuring.

Select a recording preference: Choose the type of session you want to record during live support interactions. Available options include voice-only, screen-only, and both voice and screen. Select the option that suits your support and compliance requirements.
Call recording consent: This message appears to visitors before audio calls are connected. It informs them that calls may be recorded for quality assurance, record-keeping, or training purposes. Visitors must click Accept before the recording starts.
Screen share recording consent: This message is shown when screen sharing is initiated. It informs visitors that screen-sharing sessions may be recorded and requires their consent before recording begins.

Note: Audio calls and screen sharing sessions started from the SalesIQ mobile app are not recorded. This applies to both iOS and Android.

Profanity Control

The profanity control settings allow you to automatically detect abusive or inappropriate language from visitors during chat conversations. These controls help protect operators from harassment and maintain a respectful communication environment.

Restrict visitors from using abusive language: Enable this option to automatically scan incoming chat messages for abusive words based on a chosen profanity library.

Select a profanity library: Choose a predefined profanity dictionary that SalesIQ should use to detect offensive language. The default library is provided, and custom libraries may be available depending on your configuration.
Choose an action for the abusive message: Decide how the system should handle messages that contain abusive words. This action is applied each time an abusive message is detected. Available actions include:

Display: Allow the message to appear as it is.
Mask: Replace abusive words with asterisks or symbols before showing them to the operator.
Restrict: Block the entire message so it does not appear in the chat window.

Notify the visitor with a message: You can configure a message that is shown to the visitor when an abusive message is detected. This text can be customized based on the tone you prefer. The message is typically used to warn the visitor before closing or blocking the chat.
Abusive message limit: Set the number of abusive messages allowed before the chat is automatically closed.

You can specify any number based on your policy.
When the threshold is reached, the chat ends and the visitor receives a final message.

Block the visitor: Enable this option if you want the visitor to be automatically added to the spammer list after the abusive message limit is reached.

Once blocked, the visitor will be unable to initiate new chats with this brand.
A link to the spammer list is provided to review or unblock visitors, if needed.

Channels overview

The Channels section lists all the communication entry points you can enable for this brand. These channels allow visitors and customers to contact your team through your website, mobile app, email, QR-based access points, or social messaging platforms. All conversations created through these channels are routed to SalesIQ, allowing your team to manage them in one place.

The available channels are:

Website: The Website channel allows you to add the SalesIQ live chat widget to your website. Once installed, visitors can start real-time conversations with your team through the chat launcher displayed on your site. To learn how to set up your website channel, click here.
Mobile SDK: The Mobile SDK channel allows you to add the SalesIQ live chat experience to your mobile application. Once integrated, users can start conversations directly from within the app, and all chats are received and managed in SalesIQ. Learn how to set up your Mobile SDK channel with our help guides for Android and iOS.
Email signature: The Email signature channel allows you to generate a chat link that can be added to your email signature. When recipients click the link, a chat session is opened and handled inside SalesIQ. To learn how to set up your Email signature channel, click here.
QR code: The QR code channel allows you to generate a QR code that opens a chat session when scanned. Visitors can scan the code using their mobile devices and start a conversation with your team instantly. To learn how to set up your QR code channel, click here.