Bigin in SalesIQ  

Key features

1. Get to know who your hot prospects are by getting information from Bigin about your website visitors, populated in the Bigin widget on your operator chat window.
   
2. Automatically push chat transcripts and website visit information from Zoho SalesIQ into Bigin.
   
3. Add automatic follow-up tasks in your Bigin account for operators to check the visitors' status.

Setting up the Bigin integration for SalesIQ

Connect with your Bigin account

1. From the SalesIQ dashboard, navigate to Settings > Developers > Integrations > CRM, and select Bigin.

1. Click on Add at the top right. This will link your Zoho SalesIQ account to your existing Bigin account.
   

1. If you already have organizations set up on Bigin, a dialog box with the Bigin organizations list will appear. Choose the portal that you want to sync with SalesIQ from the list. This will integrate your Bigin account to SalesIQ.
   

1. Once you have integrated successfully, you can view the user details that was used to create the integration along with the Bigin Org ID in the Connect with your Bigin Account section.
   

Note:

1. You can integrate your Bigin account with SalesIQ only if you hold administrator privileges in Bigin.
   
2. You can delete an integrated Bigin account and map your SalesIQ to a different Bigin account. On deletion, the integrated data will remain inside Bigin.
   
3. Deletion of the integrated user from Bigin will not have any effect inside SalesIQ because we use Organisation-based OAuth.

Disable integration with Bigin

1. From the SalesIQ dashboard, navigate to Settings > Developers > Integrations > Bigin, and then click on the Disable button on the top right.
   
2. You can re-enable the integration whenever you need by clicking on the Enable button. 
   

Bigin configurations  

Visitors to be added to Bigin

1. Missed – This option will automatically push all your missed visitors to Bigin i.e. all the visitors whose chats were missed will be pushed to Bigin account.
   
2. Attended - This option will automatically push all your attended visitors to Bigin  i.e. all visitors whose chats were attended by operators/bots will be pushed to your Bigin account.
   
3. Accessed - All visitors accessing your website will be automatically pushed into your Bigin account.
   

Setup follow-up tasks in Bigin   

1. You can set up follow-up tasks for your Bigin agents to check in on customers, directly from the SalesIQ Operator chat window.
   
2. These follow up tasks will be reflected on the Contacts tab of the Bigin dashboard.
   
3. You can also configure the due date for these follow up tasks here. Automated follow-ups can be set for:
   
1. Today,
   
2. Tomorrow,
   
3. The 7th day or
   
4. The 14th day
   
4. This is to ensure that your customer service extends beyond the initial live support encounter, and your entire team can check in with customers and see if any additional support is required.

Attach Chat Transcripts automatically

1. Enabling this option will automatically update the completed chat transcripts of the visitors to their respective contact account on the Bigin dashboard.
   
2. This will be helpful for future reference when dealing with a contact in Bigin.

Zoho SalesIQ Configurations

Choose the Bigin details to be displayed in SalesIQ

1. You can choose what fields have to be displayed on the SalesIQ operator chat window by dragging the fields from 'Bigin contact fields' on the left and dropping them on the right.
   
2. You can rearrange the fields to get the layout that you need.
   
3. These fields will be displayed in the Bigin widget to the right of the operator chat window. 

Status of missed visitors

1. This option allows you to configure the status of missed chats within SalesIQ.
   
2. When a chat is missed in SalesIQ, if you have set the missed visitors to be pushed to Bigin automatically, this will be done.
   
3. With this option, you can choose what you want to do with the missed chat in SalesIQ. You can choose one of the following options.
   
1. Tracked in Bigin: If you want the missed chat/visitor to be followed up on Bigin and do not want to take any further action to be taken on SalesIQ, then you can choose this option. This will move the missed chat to closed chats section on SalesIQ.
   

1. Keep as missed chat: Choosing this option will retain the missed chat in the Missed chats section intending for further follow up of the visitor on SalesIQ.
   

Bigin widget on SalesIQ's Operator chat window

Adding a contact in Bigin

1. When chatting with a prospective customer, you can quickly add the customer as a contact in Bigin, directly from the operator chat window.
   
2. To do this, click the Add as Contact button in the Bigin widget.
   

1. In the Push to Bigin dialog box, add the information like Account name, Phone and choose the Contact owner as well for the contact being created.
   
2. You can click on the Add Task checkbox to create a follow-up task for the new owner to connect with the contact further, to close the expected deals.
   
3. Finally, click on Submit. This will push the visitor details to Bigin as a contact, directly from the SalesIQ dashboard.
   

Viewing Zoho SalesIQ data inside Bigin

Basic Info bar

1. The info bar to the left shows basic information which will be pushed from SalesIQ such as contact name, contact owner name, email, phone number, etc.
   
2. It will also show the number of open activities for the contact as well as the last modified date.
   

Timeline

1. The timeline tab shows the history of all the activities carried out for the contact.
   
2. This will list out all the activities ranging from when the contact was created to the most recent activity implemented for the contact.
   

Notes 

1. Each time you chat with a contact, Zoho SalesIQ will automatically add a note for this chat—including who they had the chat with, their visit ID, when the chat had taken place, and the question the visitor had asked as the initial subject.
   
2. A note will also be automatically added for customers whose attempts to initiate chats with your Zoho SalesIQ are missed.
   
3. This can be viewed in the Notes tab in the contact's page in Bigin.

Follow-up tasks

1. If a follow-up task is created for the contact on SalesIQ when pushing the contact to Bigin, either automatically or manually, these tasks will be listed in the Activities tab in Bigin.
   
2. Tasks will be named based on the question the visitor had asked as the initial subject.
   
3. Information such as due date, task status, and task owner will also be available along with the listing.
   

Viewing Chat Transcripts as file attachments

1. If you do configure your Zoho SalesIQ to push completed chats as transcripts into Bigin, you will be able to view all your chat transcripts as attachments within the Contact's page inside your Bigin.
   
2. The chat transcript will be available in the Files tab of the respective Contact page in PDF format. You can click on it to view or download the attachment as per your requirement.