Integrating Zoho Lens account with Zoho SalesIQ

What is Zoho Lens?

Zoho Lens is a remote support solution that allows support representatives to view a live video feed from a user's mobile device or smart glasses to offer real-time guidance. Using on-screen annotations and voice chat, technicians can visually walk users through complex tasks or issues without being physically present. It's a practical tool for remote troubleshooting, inspections, and field support.

Integrating Zoho Lens with Zoho SalesIQ

Integrating your SaleslQ with Zoho Lens allows you to offer real-time support to customers from within the SalesIQ operator chat window. The Lens remote assistance feature primarily helps in troubleshooting customer problems by viewing the incoming camera stream from a smartphone or smart glass and providing quick resolutions. This allows for seamless customer support without the need for phone calls.

Permissions required: You need to be an admin on SalesIQ and Super admin on Zoho Lens to enable this integration.

Key features

Live Camera Stream Access: Operators can see what the customer sees by accessing their smartphone or smart glass camera in real time—ideal for identifying and resolving hardware or on-site issues faster.
On-screen Annotations: Use annotation tools to draw, mark, or highlight specific areas on the visitor’s screen, helping guide them step-by-step with visual clarity.
Session Recording: Remote sessions can be recorded for quality checks, internal audits, and training new support agents.

Integrating your Zoho Lens account with your SalesIQ account

Follow the below steps to integrate your Zoho Lens accouny with SalesIQ:

Navigate to Settings > Developers > Integrations and click on Zoho Lens.

Click on Add at the top-right corner to link your Zoho SalesIQ account to your Zoho Lens account.

You can view the integration details in the Connect with your Zoho Lens Account section.
You can click on Change at the right to change the Zoho Lens account integrated with SalesIQ.

Next, you need to add the operators to whom you would like to grant Zoho Lens access for handling remote sessions with visitors. For this, from the Zoho Lens integration page, navigate to Zoho Lens configurations.

Here, you can click on Add and select the operators to whom you want to provide Zoho Lens access. Remember to give access to operators based on your Zoho Lens license/subscription.

Next, to allow these selected operators to access customer data on remote sessions, the Remote Access option must be enabled in Global settings. For this, navigate to Settings > Personalize > Global Settings > Operator Interface and enable the Remote Access option to allow operators to send remote session requests to visitors for swift support.

Using Zoho Lens Remote Assistance on SalesIQ

Follow the below steps to start a Lens remote assistance session within SalesIQ.

From your SalesIQ dashboard, navigate to the My Chats section on the left panel.
Select one of the active-ongoing chats where you want to initiate remote assistance.
Click on the Remote Assistance icon at the bottom of the chat window.

Then, click on Start remote assistance to initiate the remote session.

Alternatively, you can also click on the three-dot menu at the top right of the operator chat and select Start remote assistance.

The customer will receive the invite link on the chat. They can click on Join now to join the session from their mobile device.

The Lens session window opens on the customer's device.

A session link will also appear in the chat for the operator. They can click on Join now to join the remote session.

The operator will now be able to view the live streaming using the customer's mobile camera to troubleshoot any issues easily.