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.

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.
  

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

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