Advanced visitor tracking features - Zoho SalesIQ

Advanced visitor identification settings

Send proactive messages to visitors

Proactive Chat Window appears when you click on a visitor on the tracking view. It holds the collection of various details about the visitor that can give you an overview on the specific visitor before initiating the chat.  

Visitor availability status

The indicator dot on the visitor's image will indicate the status of the visitor on your website. Color codes for the availability status of the visitors are as follows:  

  • Green - Visitor is actively browsing through your website.
  • Orange - Visitor is idle.
  • Grey - Visitor has left your website.

Initiating a chat with your visitor 

You can start a chat with potential visitors when you identify one, without having to wait for them to initiate a conversation. 

  • In SalesIQ dashboard, click on the identified visitor in the ring or list view. Now click the Start a proactive chat button.

  1. The chat window will appear, enter your message in the text area and click send button. 

Initiating a chat when associated with multiple department 

If the brand is associated with more than one department, you can pick the department on behalf of which you would like to send out this message to that particular visitor.

  • In SalesIQ dashboard, click on the visitor, type your message in the input field and click Send.

  • Now you will get a pop up asking you to pick the department, choose a department to continue with the conversation. 

 Using canned messages in proactive chat  

  • In the SalesIQ dashboard, click on a visitor with whom you would want to chat.

  • In order to access the canned messages that were crafted by you, type in the character / in the message box.

  • A list of suggestions would appear above the text box.

  • If you are looking out for a specific message then type in a prime keyword of that particular message right beside the / symbol.

  • Click on the desired message.

  • Either hit Enter or click on the Send button right beside the text box to send out the message.

 Responding to visitor replied chats 

  • If the visitor replies to your chat invite, you will receive a message request pop up, click Reply to attend the chat.

 Answering waiting visitor chat

  • If the visitor you are tracking initiates a chat there will be a status tile of the visitor will be changed to waiting. You can click the pick up button to attend the chat.

Advanced visitor info

In the Live view tab, click on a visitor to open the Proactive chat window. In the Proactive chat window, you can view the visitors' details, actions, and other useful information.

Visitor action

On the Left-hand side, next to the visitor's name, you can find the action performed by the visitor on your website. 

  • Contacted - The operator has contacted the visitor.
  • Responded - The visitor has replied to the operator.
  • Triggered - The visitor has set off one or more triggers that were set by you.
  • Waiting - The visitor has initiated a chat, and it hasn't been picked by any of the operators yet.
  • Accessed - The visitor has landed and is browsing through your website.
  • Clicked - The visitor has clicked the chat widget on your website.
  • Missed - Any of the operators did not pick chat initiated by the visitor.
  • Chat Completed - The other operator had already assisted the visitor via chat.

Time on site

You can see the visitor's total time on your site on the left-hand side menu next to the visitor action tile. 

Visitor's recent chats

You can view all the visitor's chats by clicking the Recent chat tab on the slide menu on the right. You can find details like the time and date of chat and the chat status. 

Note: If you can't find the slide menu, click on the two arrows on the right to reveal the slide menu.
  1. Visitor contact: You can view the visitor's email  under the Info tab on the right-hand side slide menu.
  2. Visitor source page : Under the info tab, you can also view the accessed page URL and its associated department.
  3. Visitor Source : On the left-hand side menu, you can view the source from where your visitor has been re-directed to your website as in Ad words, referral, campaigns, social media, and search engine. There might be situations where the visitor landed on your website by directly typing in your firm's website URL in such cases, and this tile would display "Direct."

Tracking page navigation

Click on the expandable tab below the visitor's name to view all the visitor's necessary information. In the tab under the Website footprint, you can view all activities of the visitor. 

Other visitor tracking settings

Personalize sounds for tracking

You can personalize the sound setting for tracking, when a visitor visits the website and leaves out.
  1. Click your profile picture at the top right corner.
  2. From the side drawer menu click your name.
  3. Your Profile Information page will appear, click Notifications.
  4. The customizable sounds are organized in two sections Visitor Events and Operator Events.
  5. The last two in the visitor events will customize the tracking sound events.
    1. Visitor lands on the website - Notifies when the visitor lands on the website.
    2. Visitor leaves the website - Notifies when the visitors on the website leaves
  6. By clicking on the drop-down menu to the right of tone name, allows you to choose from different sound options or choose "None" if you wish, not to have a sound notification for that particular event.
  7. Each time you make a change by clicking the name of that particular tone. When a tone is selected a blue tick will appear next to it.
  8. All changes made will be automatically saved.

Tracking reports

The Overview section in the Reports module, is a robust dashboard that gives you a feel about everything in the entire live chat tracking operations.

You can view the reports by clicking Reports tab on the left side of your SalesIQ dashboard followed by a click on the Overview from the drop down on the top left corner of the Reports module.

Activity reports

The activity summary line graph displays the overall summary about the visitor tracking in your website.
  1. Visits - Count on total visit in the website.
  2. Contacted - Count on number of proactive triggers initiated by the operator.
  3. Responded - Count on chats replied by the visitor on proactive chat triggers.

Note : But you are not limited to viewing reports only for today, and it is easy to change the range of the report.

Activity analysis

The tracking analysis report lets you view the average number of pages visited by a visitor and the average time spent by the visitor in a page.

  1. Page Visits - The average number of pages visited by a visitor.
  2. Average Time - The average time spent by the visitor in a page.

Activity analytics

In the final report section you can view the visitors website activity with the aggregate count. In this view, you can visualize your site visitor activity across the selected time frame.

  1. Visits - Visits is the total number of visits to your website during the set date range.
  2. Unique visitors – Unique visitors refers to the number of unique individuals that visited your website within a specific timeframe, with the aggregate percentage.
  3. Contacted - Count on number of proactive triggers initiated by the user.
  4. Responded - Count on chats replied by the visitor on proactive chat triggers within a specific timeframe, with the aggregate percentage.
  5. Avg Time Spent - The average time spent by the visitors in your site for a specific time frame.
  6. Avg Page Visited – Average number of pages visited by the visitors.
  7. Total Page Views – Count on total number of pages viewed
  8. Total Visitor – Count on number of visitors

Disable tracking on your brand (Website)

  1. Navigate to Settings > Brands, choose the brand you want to disable tracking.
  2. Click on the Control Panel, select Channels on the top.
  3. Toggle off the Visitor Tracking button under the Website channel.
  4. All changes will be automatically saved.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Visitor Routing

                                                                                                        What is Visitor Routing? The process of separating and routing the visitors on your website to specific operators with the help of specific filters and rules is called Visitor Routing. For example, if the majority of your customers are from the ...
                                                                                                      • Smart suggestions for visitor questions in chat window

                                                                                                        Smart suggestions are reply recommendations that are auto-generated using the resource section. It helps the operators by suggesting suitable responses while conversing with the visitors. These suggestions are primarily from articles, FAQs, and the ...
                                                                                                      • Visitor's Feedback

                                                                                                        Feedback helps you understand your customers better and how they feel about your website and support. Visitors will be prompted with a feedback form after a chat is ended. Here, visitor can rate the operator based on the options - Sad/Neutral/Happy, ...
                                                                                                      • How to manage SalesIQ global settings?

                                                                                                        Global settings give you overall control over your SalesIQ portal. You can change various settings that determine the functionality of your SalesIQ portal. Changes made in the portal settings apply to all the operators irrespective of their ...
                                                                                                      • Visitor Info Cards

                                                                                                        Visitor info cards are used to collect type-based information like name, email, phone, website, etc. from the visitor and store them as per the requirement. Channel compatibility and limitations All visitor info cards are supported in Facebook, ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources