Installation

1. How to install?
1. Copy the installation code shown
2. Paste it to the body tag of your website's into the HTML source code
3. Save and publish your website changes
2. Add website URLs to show chat launcher
   
1. Use this field to specify the URLs where the chat launcher should appear.
   
2. Only the URLs listed here are allowed to load the chat widget. This helps prevent script misuse on unauthorized sites.
   
3. Hide chat launcher on mobile and tablet browsers
   
1. Enable this option if you want the chat launcher to appear only on desktop browsers.
   
2. This is useful if you already have in-app messaging, mobile app support, or a different mobile engagement flow.
   
4. Saving your setup
   
1. After making installation-related changes, click on Save to apply the configuration.
   

Preview

1. Enter a website URL of your choice.
2. Select Preview to load the website inside this panel.
3. This preview helps you know exactly how the chat widget and window will load on your website before going live.
4. You can preview the chat widget on desktop, iOS, or Android layouts using the options available at the top of the preview window.
   

Personalization

Launcher

Launcher type

1. Standard (default SalesIQ launcher appearance)
2. Custom (customizable appearance within SalesIQ options)
3. Custom launcher icon (use your own icon file instead of the default)

Launcher style

Launcher properties

1. Hide launcher message: Enable this to hide the short greeting text shown next to the launcher icon.
1. Launcher message: You can provide:
1. a short title
2. a short greeting message
2. These appear when the launcher is visible and give visitors context or a friendly prompt to start chatting.

1. Hide close button: Remove the close icon from the launcher if you prefer a minimal interface.
2. Hide launcher when offline: This allows you to hide the launcher entirely during offline hours. 
   

Advanced launcher settings

1. Choose a festive launcher design such as Christmas, Diwali, or New Year.
   
2. Seasonal themes temporarily replace the standard launcher appearance during specific dates.
   
3. Set a start and end date to display the selected theme. You can also enable automatic yearly recurrence if you want the theme to reapply every year without manual setup.
   

1. Enable this option if you want visitors to be able to drag and reposition the launcher to a convenient area of the screen while browsing your website.
   

Messenger

Messenger type

1. Choose the size layout for your chat window.
   
2. Options include a medium layout or a larger expanded version that offers more space for chat conversations and call actions.
   

Homepage appearance

1. Choose which logo should appear on the Messenger homepage. Enable or disable logo display altogether using the toggle on the right. The available logo options are:
   
1. Company logo (your organization logo)
   
2. Brand logo (logo set for this specific brand)
   
3. Custom logo (upload a separate image only for the messenger)
   

Homepage display text

1. Homepage title: Enter a short headline that welcomes visitors when they open the messenger.
2. Homepage description: Add a brief message that explains what visitors can expect next, such as your usual response time or what kind of assistance you provide.
3. Homepage text color: Choose whether the text should appear in black, white, or a custom color. This option helps the text stay readable against different background colors or seasonal themes.
   

Homepage widgets

1. Chat: opens a new chat with your team
2. Call: starts a voice call from the messenger
3. Articles: displays articles from the connected knowledge base or help center
4. FAQs: shows commonly asked questions with instant answers
5. Previous conversations: allows returning visitors to access earlier chat history

Note: Use the toggle next to each widget to enable or disable it.

1. Image widget: Use this to showcase announcements, promotions, events, or any visual highlight directly on the messenger homepage.
2. Video widget: Use this to display product demos, introductions, feature explainers, or other useful videos before a chat begins.

Chat

Forms personalization

1. Messenger display info: Choose what information should appear at the top of the chat window:
1. Company
2. Brand
3. Operator (shows assigned agent details such as name and profile picture)
2. Display image: You can also choose to display the company, brand or operator image as per selection.
3. Form style: Decide how the fields appear inside the chat:
1. Conversational: form fields appear like a chatbot asking questions one by one.
2. Classic: all form fields shown at once like a traditional form.
4. Name: If you select Operator as the display info, you can edit the operator display name shown on the form.
5. Online form: Customize the fields shown when your team is online. You can enable/disable standard fields including:
1. Message
2. Name
   
3. Email
4. Phone
5. Departments
6. Add fields: If you need to collect newsletter opt-ins, click Add fields and enable Newsletter subscription. When selected, this adds a checkbox asking visitors if they’d like to subscribe to your newsletter.

Note: You can mark fields as mandatory and reorder them as needed.

1. Offline form: You can set a different form for when your business is offline or outside of business hours. The same fields are available here as well, so you can customize the form as needed. Learn more about the instances where your messenger will be offline here.
   

1. Allow visitors to reopen closed chats: Visitors can reopen previously closed chats and continue the conversation instead of starting a new one.
2. Allow parallel chats: Allows visitors to start more than one conversation simultaneously (for example, one for support and another for sales).
3. Email chat transcripts to visitors: Sends the visitors a copy of their chat conversations. You can choose whether the email displays brand info or company info in the email.

1. Allow visitors to edit messages: Visitors can update or modify a message they already sent.
2. Allow visitors to delete messages: They can remove a message from the conversation window.
3. Allow visitors to send voice notes: Enables the microphone icon in chat so visitors can send voice messages instead of typing.
4. Allow visitors to share attachments: Allows uploading images, PDFs, screenshots, and files in chat.
5. Allow visitors to send emojis: Displays the emoji picker in the chat window.
6. Show read receipts to visitors: Shows whether the operator has viewed their message.

1. Allow visitors to make audio calls during an ongoing chat: Adds an option for visitors to switch from chat to voice calling.
2. Allow visitors to screen share: Enables the “screen share” request button so visitors can share their screen with the operator for troubleshooting or guidance.
   

Response messages

1. Greeting message: Shown to visitors as soon as they open the chat window. Useful for welcoming users and prompting them to type their question.
2. Waiting message: Displayed while SalesIQ connects the visitor to an operator. Helps reassure visitors that someone will be with them soon.
3. Operators engaged message: Shown when all operators are busy or fully occupied. Encourages the visitor to leave a message instead of dropping the chat.
4. Operator busy message: Shown when an operator was available but became busy before accepting the chat. Tells the visitor someone will get back to them shortly.
   

1. Operator busy response: Shown after the visitor leaves a message in a busy situation. Confirms that their message was received.
2. Chat transfer info message: Displayed when the chat is transferred from one operator/department to another. Helps visitors understand the switch.
3. Operator offline message: Shown when a chat is initiated outside business hours. Encourages the visitor to leave a message for follow-up.
4. Send-off message: Displayed when the chat ends. Used to thank visitors and request a rating or feedback.
   

Note: You can personalise any message by inserting dynamic placeholders. Type % and choose from visitor details (like name, email, country), operator details, or other context values. These will automatically populate when the message is sent.

Rating and Feedback

1. Allow visitors to give rating: Turn this on if you want visitors to rate their experience at the end of a conversation. When enabled, you can customize:
1. Title – the heading shown above the rating options.
2. Message for 😢 – displayed when the visitor gives a low rating (ex: “Sorry we couldn’t help…”).
3. Message for 🙂 – displayed for neutral ratings.
4. Message for 😄 – displayed for positive ratings.
   

1. Allow visitors to share feedback: If enabled, a text box appears after the chat ends so visitors can submit written comments. You can customize:
1. Placeholder text – guidance text inside the input box
2. Message – confirmation shown after the feedback is submitted
   

Calls

Forms personalization

1. Messenger display info: Choose what identity is displayed in the call interface:
1. Company – shows the organization name
2. brand – shows the specific brand name
3. Operator – shows the operator’s name
1. Display operator image: Enable this if you want the operator’s profile picture to appear while the call is active.
2. Collecting visitor information: You can collect different inputs before allowing the visitor to start a call. This helps you route calls correctly and have context before answering. There are separate forms for:
1. During business hours / Online form - Customize the fields shown when your team is online. You can enable/disable standard fields including:
1. Name
2. Email
3. Phone
4. Department
5. Add fields: If you need to collect newsletter opt-ins, click Add fields and enable Newsletter subscription.When selected, this adds a checkbox asking visitors if they’d like to subscribe to your newsletter.
   

1. Outside business hours / Offline form: You can set a different form for when business is offline. The same fields are available here as well, so you can customize as needed.
   

Response messages

1. Waiting message: You can set a message that visitors will see while SalesIQ connects them to an operator. Use this to let visitors know the call is in progress.
2. Operator busy message: You can define what message is shown when the selected operator cannot take the call. This is useful if you want to ask visitors to leave a voice message instead.
3. Operators engaged message: You can customise the message displayed when all operators are already engaged on other calls. Use this if you want to redirect visitors to voice messages or to try calling later.

Note: You can personalise any message by inserting dynamic placeholders. Type % and choose from visitor details (like name, email, country), operator details, or other context values. These will automatically populate when the message is sent.

Rating and feedback

1. Allow visitors to give rating: Enable this option to show a rating prompt after the call ends. This helps you acknowledge feedback appropriately based on visitor sentiment. When enabled, you can customize:
1. Title: Add a heading that is shown above the rating options.
2. Message for 😟: Display a customised message for low ratings.
3. Message for 🙂: Display a customised message for neutral ratings.
4. Message for 😄: Display a customised message for positive ratings.
2. Allow visitors to share feedback: Enable this option if you want visitors to enter additional comments along with their rating. You can customize:
3. Placeholder text: The text shown inside the input box before the visitor types.
4. Message: A confirmation message that appears once feedback is submitted.
   

Help

Tab name

Departments

Preference

1. Traditional: Visitors can browse knowledge base articles and FAQs without contacting operators. Visitors can read and search through these resources directly inside the messenger. You can enable the widgets you want to display in this tab:
   
1. Articles – show published knowledge base articles related to the selected departments.
   
2. FAQs – show frequently asked questions grouped under the selected departments.
   

1. Allow visitors to start chat from article preview: Enable this if you want to allow visitors to start a chat directly from the help section if they need more help.
   

Configurations

Conversation timeout settings

1. Chat waiting time: : Choose how long visitors should wait before the system notifies your operators that a visitor is waiting. Example: 60 seconds means the chat is escalated if unanswered within 1 minute.
2. Call waiting time: Similar to chat waiting—defines how long a call remains in waiting state before being marked missed.
3. Missed chats closure:
   
1. Enable this to automatically close any chat where no operator responded.
   
2. Set a time after which the missed conversation will be closed automatically.
4. Idle chats closure
1. Enable this to auto-close conversations where both the visitor and agent stopped responding.
2. Example: Close a chat automatically after 4 hours of inactivity.
5. Chat closing message: Customize the message visitors receive when a chat is automatically closed. Example: “Thank you for contacting us! Feel free to reach out anytime.”

Tracking and customization