Integrate Zoho CRM with Zoho SalesIQ

Integrating Zoho CRM account with Zoho SalesIQ

Zoho CRM in SalesIQ

Zoho CRM acts as a single repository to bring your sales, marketing, and customer support activities together, and streamline your process, policy, and people in one platform.
Both Zoho SalesIQ and Zoho CRM have plenty of features that will enrich and add definitive value to any business.  But, when  SalesIQ is integrated with CRM, you get added features in both platforms that will allow you to understand better about your customers' needs and requirements. You will be notified about key aspects about visitor activities on your website which can be utilized on your CRM to nurture customers and close deals faster. Combining SalesIQ visitor details with CRM information helps you offer your customers the deals that they would most definitely be interested in.

Benefits of integrating Zoho CRM with SalesIQ

  1. With this integration, you can  bring existing customer details from your CRM inside SalesIQ, allowing your operators to assist your customers effectively, when they visit your website.
  2. You can also push website visitor details directly from your SalesIQ dashboard to your CRM. You can automatically assign them as leads or contacts right from the Operator chat window, as required with this integration.
  3. When integrated with SalesIQ, you get visitor online notifications on your CRM dashboard where you can see the visitors and customers who are currently on your website with details such as the page they are currently viewing, time spent on site, previous visits, visitor score etc. allowing you to plan further course of action to foster sales.
  4. Additionally, all your website visitors will be listed on the Visits tab on your CRM dashboard along with other important details.
  5. Chat conversations on SalesIQ can be configured to be automatically attached as transcripts to the respective lead or contact account on CRM for future reference.

How to integrate your Zoho CRM account with your Zoho SalesIQ account?

Linking your Zoho SalesIQ and CRM together will help enhance and boost your existing Customer Database, enriching your overall Support and Marketing activities as well as Customer experience. For seamless and smooth integration of these software, we recommend having administrator privileges inside Zoho CRM and Zoho SalesIQ.

Pairing your Zoho CRM and SalesIQ account as a CRM admin

  1. Login to Zoho SalesIQ.
  2. Navigate to Settings > Developers > Integrations and click  Zoho CRM.
  1. On the Connect with Zoho CRM page, click on the Enable button. This will link your Zoho SalesIQ account to your existing Zoho CRM account and all the privileges, access and permissions you hold on your CRM account will now be replicated on your SalesIQ account as well. Note that this integration will happen based on the Email ID that was used for the integration purpose.
  1. Once you have integrated successfully, you can view the name of the person who integrated the Zoho CRM with SalesIQ along with the email address that was used to create the integration in the Connect with Zoho CRM Account section.

Note:
  1. Integration must be done from the same admin account that requires the integrated data.

  2. You can integrate your Zoho CRM account with SalesIQ only if you hold Administrator privileges in Zoho CRM.

  3. You can delete an integrated CRM account and map your SalesIQ to a different CRM account. On deletion, the integrated data will remain inside CRM.

  4. Deletion of the integrated user from Zoho CRM will not have any effect inside SalesIQ because we use Organisation-based OAuth.

  5. Deletion or unavailability of the "Zoho SalesIQ attender" will automatically assign the lead/contact to the CRM administrator.

Changing connected CRM account

  1. From the Settings Page, navigate to Developers > Integrations > Zoho CRM.

  2. Under the Connect with Zoho CRM Account sub-section, click on Change.


  1. In the CRM Administrator box that pops-out, edit the Zoho CRM Admin Email Address field to add your e-mail address.
  2. Paste in the ZSC key that you just copied from the CRM account.
  3. Click Save to make the changes.

Enable/Disable Integration with CRM

You can disable your Zoho SalesIQ’s integration with a CRM account at any time, if you require it.

To disable integration with CRM:

  1. From the Settings Page, navigate to Developers > Integrations > Zoho CRM, and then click on the "Disable" button on the top right.

To re-enable integration with CRM:

  1. From the Settings Page, navigate to Developers > Integrations > Zoho CRM, and then click on the "Enable" button on the top right.


CRM integration Configurations

Now that you have linked your Zoho SalesIQ to your Zoho CRM account, you need to configure the integration to fit your team’s specific needs. Keep reading to explore the different options for configuring your integration and putting it to maximum use.
 
From the Settings Page, navigate to Developers > Integrations > Zoho CRM, and then choose the Zoho CRM Configurations Sub-section. The following attributes can be configured in this space.

Add new visitors as Lead/Contact 

This option allows you to choose how you want to add each new visitor inside your CRM, whether as Leads or as Contacts.

Note: This configuration will apply to all visitors added automatically, so be aware of what visitors you configure in the next option to add so you can choose the best option. 

Visitors to be added 

The integration also lets you configure which segment of new website visitors you would like to automatically add to your CRM. The following are your options.
  1. Missed – Choosing this option will automatically push all your Missed Visitors to CRM.

  2. Attended - Choosing this option will automatically push all your Attended Visitors to CRM.

  3. Accessed - All visitors accessing your website will be pushed into your CRM.

Add Follow-up tasks for Operators

You can set up follow-up tasks for your CRM operators to check in on customers directly from the SalesIQ Operator chat window. These follow up tasks will be reflected on the Tasks tab on the CRM dashboard.
You can also configure the due date for these follow up tasks here. Automated follow-ups can be set for Today, tomorrow, the 7th day, or 14th day, 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.

Setup threshold for the Lead score

To avoid junk leads being pushed into your CRM account, you can set up a threshold to filter the qualified leads based on their Lead Score on SalesIQ. Lead Score on SalesIQ is the s core earned by visitors during their visits to your website based on varius pre-defined criteria set by you.  With this, the leads that have a score below the given threshold, will not be pushed into your CRM.


Enable Approval Process to Filter the Leads Manually

With this option, the leads will not be automatically pushed into your CRM as leads. Instead, they will be accumulated in the Lead Approval section. You can manually check and qualify all the valid leads, as per your requirement.

Assign Operators to Push Visitors in CRM

You can also assign an operator in Zoho CRM for all the new visitors pushed from Zoho SalesIQ to CRM.
  1. From the Settings Page, navigate to Developers > Integrations > Zoho CRM, and then under the Zoho CRM Configurations Sub-section, Select the drop down next to “CRM operator responsible for new visitors”.
  2. A list of Operator Names from your CRM will be listed along with another option namely, “ Zoho SalesIQ Attender”.
Note:
  1. Selecting the operator name will ensure all the new visitors are assigned to them.
  2. Zoho SalesIQ Attender - On selecting this option the operator who attends the chat will be the responsible CRM user for new visitors. If the operators are not associated in Zoho CRM these chats will be assigned to the Zoho CRM Administrator.

Tracking your visitors inside CRM

Zoho SalesIQ allows you to track website visitors in real time, inside your CRM itself. Get notified on your CRM Dashboard as and when a visitor enters your website. You will be able to see visitor data, all organized and stored inside your Zoho CRM. You can check the following options to enable this information on your CRM.
  1. Visitor Notifications – With this option, you can Enable/ Disable website visitor notifications. This will notify a visitor's entry into your website in real time, inside your CRM.
  2. Add Visit Details – This option will Enable/ Disable visitor's visit details to your CRM. It will allow you to track website visitors and the actions performed by them on your site in your CRM Visits Module. Visitor information such as pages accessed, time spent on each page, Chat history, Visit history etc. categorized as Customers, Open Potentials, Leads/ Contacts can be accessed here.

Attach Chat Transcripts automatically

Enabling this option will automatically update completed chat transcripts of the visitors to their respective CRM Lead/Contact account on the CRM dashboard. This will be helpful for future reference, when dealing with a Lead/Contact in CRM.

Zoho SalesIQ Configurations

CRM customer type to be displayed in SalesIQ


You have the option to choose the CRM Customer Type to be displayed in the operator chat window. These can be -

  • Lead

  • Contact

  • Deal

This will help operators to analyse the visitors to help them further.

 

Choosing the CRM Layout

 

The selected layout will help to categorize the visitors' CRM information into their respective fields on SalesIQ. You can choose what fields to be displayed on the Operator chat window by dragging the fields from 'CRM Layout Fields' on the left and dropping them on the right. This can be done for all the three CRM Customer types.



Status of missed visitors
  1. You can configure what happens when missed visitors from Zoho SalesIQ are pushed into CRM so they can be tracked, or followed-up on as a part of your existing customer engagement system.

  2. When Missed Visitors from SalesIQ are pushed into your CRM automatically as a Lead/ Contact, you have the option to display their status on SalesIQ as “Tracked in CRM,” or as “Missed” visitors.


Operators who can view CRM details

You can choose whether you want all the department operators to view the CRM details of your Visitors. If not, you can choose selected departments that you want, to view the CRM details.
  1. All Departments - This will allow all the departments to view the Visitor CRM details.
  2. Selected Departments - Choosing this option will open a "Search Departments" search box that will allow you to add the departments of your choice to the list of departments that can view Visitor CRM Details.

How to enable visitor tracking in the CRM Web form?

You can track the visitors visiting your website also through CRM web forms. While creating a CRM web form, enable the Visitor tracking option in the web form and track the visitor visiting your website in SalesIQ. Follow the steps below to enable tracking in your web form:
  1. First, you need to build a Zoho CRM Web form. Refer to this guide for the same.
  1. Click on the Next button and the Notification Section of the form will appear. Now  toggle/ turn on the Visitor Tracking option.
  1. Choose the required Portal and Web Embeds from the Drop down available for both. 

Note: If no portal is available, then you will be prompted to create a new portal.
  1. Finally, click on the Save button to update the changes.

Route visitors to their respective CRM Owners

You can now route your Returning Website Visitors to the owners who created the lead or contact on your CRM and track the website visitors on the SalesIQ Ring View. So, when the visitor visits your website, the owner of the Lead/Contact will get the visitor’s registered information on the tracking screen.

To route returning visitors to their CRM owners, do the following:
  1. From the Home Page, Navigate to Settings > Automate > Visitor Routing.

  2. Click on Add to create a new Routing Criteria.

  1. Choose the brand and Audience criteria as per your requirement.

  2. Under Routing options, select Route to the selected operators option.

  3. Now, under Operator Selection, from the Dynamic Selection category, select CRM Lead/ Contact Owner option above the Operators list.

  1. Now, the Visitors will be routed to the CRM owner of the respective lead or contact.

Using the integrated information

When you really know in what ways all this instantly available information can be used, you will be able to get the utmost value from integrating your live chat support with your existing customer database.

Prioritize Visitors Using CRM Values

You can now prioritize your CRM visitors in the Visitors online section by choosing the CRM Values option in the Customize section.

View CRM Visitor's Information

Whenever a visitor or customer initiates a chat with you through your Zoho SalesIQ Widget, then that visitor's information will be automatically screened through your CRM database. If the visitor matches a contact already in your database, the information about that contact, from your CRM will be automatically displayed below the standard Zoho SalesIQ visitor information, on the column to the right of the live chat window.


View Visitor Info in CRM

If you want a detailed picture, beyond the quick-view of your customer’s information  on the SalesIQ widget (both for Contacts and Leads), you have a one-click direct access to the complete details inside your CRM.
  1. Click the expand information icon.
  2. The complete view of your customer’s details inside Zoho CRM will open in a new browser tab.

Manually add data to CRM from Zoho SalesIQ

When you are chatting with a visitor who hasn’t been automatically added to your CRM based upon your configurations or doesn’t already exist inside your CRM database, you will have the ability to manually push these visitors to your CRM as either Leads or Contacts.

Auto-push SalesIQ Visitor data to CRM custom fields

SalesIQ can push the visitor data to CRM custom fields automatically. You can also add custom fields manually to your CRM Contact/Lead module along with the visitor data automatically gathered from  SalesIQ.  Learn how to add custom field in Zoho CRM   here.

Push Visitor Data from SalesIQ to CRM Visits Module

You can also push the visitor data automatically from SalesIQ to CRM visits module. Add the custom fields manually in CRM visits module, the visitor data gathered in SalesIQ will be pushed to the fields automatically. Learn how to add custom field in Zoho CRM here .

The list of custom fields that you can add in the CRM Visits Module are:
  1. Lead Score
  2. Screen-Resolution
  3. Character-Encoding
  4. Current-Page
  5. User-Agent
  6. Platform
  7. Referrer
  8. Browser-Type
  9. Browser-Version
  10. Operating-System
  11. Color-Depth
  12. Script-Version
  13. Java-Support
  14. Cookie-Support
  15. Page-Title
  16. Search-Engine
  17. Search-Query
  18. Protocol
  19. Scheme
  20. Visitor-Indicator
  21. FlashPlayer-Version
  22. Geo-location
  23. Local-Timezone
  24. City
  25. State-Province-Region
  26. Country
  27. IP
  28. Accept-Language
  29. Longitude
  30. Latitude
  31. Code
  32. Campaign Source
  33. Campaign Medium
  34. Campaign Term
  35. Campaign Content
  36. Campaign Name
  37. Visitor ID
  38. Name
  39. Email Address
  40. Question
  41. Department
  42. Embed
  43. Phone
  44. Missed Reason
  45. In Time
  46. End Time
  47. Missed Time
  48. Waiting Time
  49. Chat Duration
  50. Last Mail Send At
  51. Customer Info
Note : If the custom field name in the Zoho SalesIQ chat widget matches with the Custom field in the CRM, Zoho SalesIQ updates those data directly into your CRM in real time.

Lead Configurations

Adding a new lead

  1. When chatting with a prospective customer, perhaps a customer who has questions about a trial, you can quickly add the customer as a new lead, from the same window you are chatting with them from.
  2. After you click the “Push to CRM” button, you will see the add Lead/Contact box. This will default to bringing up the information for adding a new Lead, but you can click either Lead or Contact, to switch between the two add boxes.
  1. When adding a new lead from Zoho SalesIQ manually, it is mandatory that you enter the visitor’s company name. Here you can also add phone number, lead status and assign an owner.

Track Visitors with CRM Lead information

Tracking allows the operators to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Lead information.



Route visitors with Lead information

Leads generated in Zoho CRM can be routed to particular sales representatives, provided  that the routing rules are predefined.

To route your leads,
  1. From SalesIQ Home Page, Navigate to Settings > Automate > Visitor Routing.
  2. Click on the "Add" to set your required filters.

  1. Select "Zoho CRM Lead" from the list of audience, followed by the required criteria pertaining to the Leads in CRM. Enter a value for the set condition.
  2. Under Routing options, select 'Route to Selected Operators'.
  1. Select 'CRM Lead/ Contact Owner' from the Dynamic Selection section, and if required, add more operators that you prefer from the Operators section. 
  1. To remove the added agents, hover over the agents and click "x" symbol.

Trigger an Action to your CRM Lead

You can now trigger an action to your CRM lead while visiting your website or accessing any page on your website based on the lead information available in the Zoho CRM.
To trigger your Lead with an Action, 
  1. Navigate to Settings > Automate > Triggers and click on Add.
  1. Choose your brand from the list. Then, select 'Zoho CRM Lead' from the the audience criteria list and set the required criteria for the trigger.
  1. In the “When would you like to trigger the website visitor?” section, select an option - on the landing page or while accessing any page on the website.
  2. Under Trigger type, Choose whether you want to create a custom trigger using JS API or send a chat invite.
  3. Finally, set the time after which you would like the trigger to perform the action in the “after” text box.

Customize Priority Rings based on Lead information

Tracking allows operators to set predefined conditions for prioritizing visitors inside their dashboard based on Zoho CRM Lead information.

To customize the ring view,
  1. Click on the Customize button on the top right corner of the SalesIQ Home Page.
  1. Click on 'Add' in the Custom section.

    1. Select "CRM Lead" followed by selecting the fields available for the Leads in CRM.
    2. Under Audience Criteria, select 'Zoho CRM Lead' and define the criteria for the CRM leads. Do this for all four rings, based on your requirement.
    3. Then, Click on Save.

    View Tracked Visitor CRM Lead information

    On the right of your Operator chat window, you can find the Zoho CRM Widget with the CRM Lead information.

    Below are the lead fields displayed in the Zoho CRM Widget.
    1. Company
    2. Phone
    3. Lead Status
    4. Lead Owner
    5. Lead Source
    6. Annual Revenue
    7. No of Employees

    View CRM Lead Information in the Chat Window

    When you are chatting with a customer or visitor, who happens to be a Lead in your CRM, you will be able to see their details in the quick-view on the right side widget.

    Add Task to Lead in CRM

    You can also manually create a follow-up task for your Lead in CRM from Zoho SalesIQ. All you have to do is click on the Add Task Icon  in the form within the 'Push to CRM' button.

    Update Lead information to CRM Custom Fields

    Zoho SalesIQ allows you to update the Lead information in the into your Zoho CRM custom field while you are in chat. For this : 
    1. Select the information that has to be added in CRM.
    2. Click on the “Push to CRM" option.
    1. Select a custom field, where you like to add the information in CRM.
    2. The selected value will be auto-filled into the text box below, you can edit it as per your need and hit “Save”.
    3. At any time if you like to discard click “Cancel”.

    Convert Lead to Contact

    You also have the ability to convert a Lead to a Contact within the Zoho CRM Widget on  the SalesIQ Operator Chat window. Click on the 'Convert to Contact' button to make this transition instantly.

    Adding a Deal to a Contact

      You can add a deal to a Contact by clicking on the 'Add Deal' Button within the Zoho CRM Widget on the Operator Chat window. Here, from the same window, you can enter the new Deal's name, the stage the new Deal is in, how much this Deal represents and when you target to close.
    Note - Deals can be added to contacts only. Leads need to be converted to contacts first in order to add deals to them.

    Contact configurations

    Adding as a new contact

    If after chatting a while with a customer, you realize this is a contact from an existing or new account, who hasn’t been added into your CRM for some reason, you can easily add them as a new contact while you answer their questions.
    To add a new contact,
    1. Click on Push to CRM button on the CRM Widget at the right of the Operator Chat Window.
    1. Choose Contact to display the options for adding a new contact.
    2. Enter the Account name and the Phone number for the contact.
    3. You can also assign the new contact an owner from the drop-down list.
    4. Lastly, create a follow-up task for today, so the new owner can further connect with the new contact, or even create new deal.
    5. Finally, click on Submit.

    Track Visitors with CRM Contact information

    You can track your CRM Contacts who visit your website, on your SalesIQ dashboard. Predefined conditions can be set to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Contact information.
     

    To customize the ring view,

    1. Click on the Customize button on the top right corner of the SalesIQ Home Page.

     
    1. Click on 'Add' in the Custom section.


    1. Under Audience Criteria, select 'Zoho CRM Contact and define the criteria for the CRM leads. Do this for all four rings, based on your requirement.

    2. Then, Click on Save.


    Route CRM Visitors based on Contact information

    Contacts added to Zoho CRM can be routed to particular sales representatives, provided the assignment rules are defined.

    To route your visitor based on the CRM contact information,
    1. From SalesIQ Home Page, Navigate to Settings > Automate > Visitor Routing.
    2. Click on "Add" to set your required filters.
    1. Select the required "CRM Contact" from the list, followed by selecting the fields available for the Leads in CRM.
    2. Define a "criteria" for your conditions. Then, enter a value for the set condition.
    3. Under Routing options, select 'Route to Selected Operators'.
    4. Select 'CRM Lead/ Contact Owner' from the Dynamic Selection section, and if required, add more operators that you prefer from the Operators section. 
    1. To remove the added operators, hover over the agents and click "x" symbol.

    Trigger an Action to your CRM Contact

    You can now trigger an action to your CRM contact while visiting your website or accessing any page on your website based on the contact information available in the Zoho CRM.
    To trigger your Contact with an action, 
    1. Navigate to Settings > Automate > Triggers and click on Add.
    1. Choose your brand from the list. Then, select CRM Contact from the the audience list and set the required criteria for the trigger.
    2. In the 'When would you like to initiate the trigger?' section, select your preferred option.
    3. Under Trigger type, Choose whether you want to create a custom trigger using JS API or send a chat invite.
    4. Finally, set the time after which you would like the trigger to perform the action in the “after” text box.

    Customize Priority Rings based on Contact information

    Tracking allows agents to set predefined conditions for prioritizing visitors inside their dashboard based on Zoho CRM Contact information.

    To customize the ring view,
    1. Click on the Customize button on the top right corner of the SalesIQ Home Page. 
    1. Click on 'Add' in the Custom section.
    1. Under Audience Criteria, select 'Zoho CRM Contact' and define the criteria for the CRM leads. Do this for all four rings, based on your requirement.
    1. Then, Click on Save.

    Update Contact information to CRM Custom Fields

    Zoho SalesIQ allows you to update the Contact information in the into your Zoho CRM custom field while you are in chat. All you have to do is to select the information that has to be added in CRM.
    1. Select the information that has to be added in CRM.
    2. Click on the “Push to CRM" option.
    1. Select a custom field, where you like to add the information in CRM.
    2. The selected value will be auto-filled into the text box below, you can edit it as per your need and hit “save”.
    3. At any time if you like to discard click “Cancel”.

    Add Task to a Contact in CRM

    You can also manually create a follow-up task for your contact in CRM from Zoho SalesIQ. For that, click on the 'Add Task' Icon in the Push to Zoho CRM Form for the  corresponding contact.

    Deal Configuration

    Tracking visitors based on CRM Deal information

    Tracking allows the agents to monitor the visitors on your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Deal information.

    Route visitors based on CRM Deal

    Visitors can be routed based on the deal value to a particular sales rep provided the assignment rules are defined.

    To route your visitor based on the CRM Deal information,
    1. Navigate to Settings > Automate > Visitor Routing
    2. Click on the "Add" to set your required filters.
    1. Select "CRM Deal" from the list, followed by the required criteria for the Deals in CRM.
    2. Define a "criteria" for your conditions. Enter a value for the set condition.
    3. Under Routing options, select 'Route to Selected Operators'.
    4. Select 'CRM Lead/ Contact Owner' from the Dynamic Selection section, and if required, add more operators that you prefer from the Operators section. 
    1. To remove the added operators, hover over the agents and click "x" symbol.

    Trigger an Action based on the Deal value in Zoho CRM

    You can now trigger an action to your CRM Deal while visiting your website based on the information available in the Zoho CRM.

    To trigger an action to your CRM Deal, do the following:
    1. Navigate to Settings > Automate > Triggers and click on Add.
    1. Choose your brand from the list. Then, select Zoho CRM Deal from the the audience list and set the required criteria for the trigger.
    2. In the “When would you like to trigger the website visitor?” section, select an option - on the landing page or while accessing any page on the website.
    3. Under Trigger type, Choose whether you want to create a custom trigger using JS API or send a chat invite.
    4. Finally, set the time after which you would like the trigger to perform the action in the “after” text box.
    1. Then, Click on Save.

    Customize Priority Rings based on CRM Deal

    Tracking allows the operators to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Deal information.
    To customize the ring view, 
    1. Click on the Customize button on the top right corner of the SalesIQ Home Page. 
    1. Click on 'Add' in the Custom section.
    1. Under Audience Criteria, select 'Zoho CRM Deal' and define the criteria for the CRM deals. Do this for all four rings, based on your requirement.
    2. Then, Click on Save.

    View tracked deal information

    You will be able to view all the CRM deal information inside your proactive chat window.

    View deal value of visitors on your chat window

    You will also get a quick view of the deal information. As an existing customer with an established relationship with your company, these details can help you provide better support.


    CRM Visitor Stage In CRM

    Tracking visitors based on CRM Visitor Stage in CRM

    Tracking allows the operator to monitor the visitors visiting your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on the CRM Visitor Stage in CRM.

    Route visitors based on CRM Visitor Stage

    You can route your website visitors to your sales executives based on the visitor type/ stage information that is available in Zoho CRM.
    To route your visitor based on the visitor type/ stage,
    1. Navigate to Settings > Automate > Visitor Routing
    2. Click on "Add" to set your required filters.
    1. Select "Zoho CRM Visitor Stage" from the list, followed by the criteria.
    2. Under Routing options, select 'Route to Selected Operators'.
    3. Add the Operator name in the “Operator selection” section by clicking on the names of the desired operators.
    4. To remove the added operators, hover over the agents and click "x" symbol.

    Customize Priority Rings based on Visitor type

    Tracking allows the operators to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Visitor Stage.
    To customize the priority circle, 
    1. Click on the Customize button on the top right corner of the SalesIQ Home Page. 
    1. Click on 'Add' in the Custom section.
    1. Select "CRM Visitor Stage" followed by selecting the fields available for the Contacts in CRM.
    2. Under Audience Criteria, select 'Zoho CRM Visitor Stage' and define the criteria. Do this for all four rings, based on your requirement.
    3. Then, Click on Save.

    Updating visitor data from chat widget to CRM custom field

    If the custom field name in the Zoho SalesIQ chat widget matches with the Custom field in the CRM, Zoho SalesIQ updates those data directly into your CRM in real time.

    Viewing Zoho SalesIQ data inside CRM

    Viewing chat transcripts as attachments

    If you do configure your Zoho SalesIQ to push completed chats as transcripts into CRM, you will be able to view all your chats with Leads and Contacts inside of your CRM.
    1. For this, from the SalesIQ Home Page, navigate to Settings > Developers > Integrations > Zoho CRM > CRM Configurations.
    2. Scroll to the bottom of the page and enable the 'Push chat transcripts as attachments in CRM' option.
    1. When you view a Lead or Contact, scroll down to the attachments section and you will see each chat you had with that person, listed with the chat subject as the file name, in PDF form. Click these transcripts, and choose either Open or Download, to either view or download the transcripts for review.

    Lead Source as chat

    You can see how many leads you are adding to our CRM through your Zoho SalesIQ. View and search by Lead Source, and choose chat as the criteria to view the Leads from SalesIQ.

    Notes (auto-added) and manually added

    Automatic Notes

    Each time you chat with a Lead or 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. A note will also be automatically added for customers whose attempts to initiate chats with your Zoho SalesIQ are missed.

    Manually Added Notes

    You can also manually add notes directly from the notes section in Zoho SalesIQ, which when on a Lead or Contact, will push these notes directly to CRM so the rest of your team can learn more about your Customers and visitors.
    1. In the Operator Chat window, on the right side Visitor info tab, click on Notes and Add a Note manually.
    1. The manually added note on SalesIQ will now be added to the Notes Section of the corresponding Lead/ Contact on your Zoho CRM.

    Follow-up tasks

    When your Zoho SalesIQ creates a follow-up task, either automatically, or manually, you can see these tasks yet to be completed in the Open Activities section in each Lead or Contact’s detail page inside CRM. Here you will see the tasks subject “Zoho SalesIQ chat session follow-up” followed by the subject of the chat, the activity type—tasks, the status and the due date. You can also view who owns this task.

    CRM - Visits

    How to view your website visitors in Zoho CRM?

    You can now view the visitors visiting your website in the “Visits” tab of Zoho CRM. When a visitor visits your website and the identity of the visitor is captured then the details of the visitor will be listed in the Visits tab. If the visitor had a chat conversation with the sales representative then the Chat transcript will also be attached.

    List View

    Some predefined list views are provided for the Visits tab, clicking on which will change the view of the list. They are:
    1. All Visits
    2. Today's Visits
    3. Top Visits
    4. Today's Top Visits
    5. Visits by Leads
    6. Visits by Contacts

    Modifying the List View

    The List view can be modified to display as many or few columns as needed.
    1. On the Zoho CRM Visits page, click on the Edit option that appears to the right of the columns.
    1. Choose 'Manage Columns' to display all the available info columns. Check the options that you want to display on your Visits List View. and then click on Save.

    Default data available in the Visits tab

    General Information
    The General Information section details the visitor information like Visited By, Visitor Page, Time Spent, etc. These fields are non-editable.

    The Following Visitor’s information are available in the General Information section.
    Field Name
    Description
    IP Address
    IP address of the visitor who visited the web page.
    VisitedBy
    Name of the Lead or Contact who visited the page. Based on the integration settings in Zoho SalesIQ, new visitors will be added as Leads or Contacts.
    Visited Page
    The web page visited by the visitors.
    Time Spent (Minutes)
    Number of minutes spent by the visitor on the web page(s) in a single visit.
    Referrer
    It is the URL of the page that directs visitors to your web page. This field gives the URL of the page that the person was on before visiting your page.
    User Agents
    Details on the browser, operating system, etc. used by the visitor.
    Attended By
    Name of the user who contacted the visitor via chat option in your web page.
    Visited Page URL
    The URL of the web page that was visited.
    Browser
    The browser in which the web page was accessed.
    Visitor Type
    The visitors are categorized into these types: Customer, Deal, Leads, Contact, and Unknown.
    Revenue
    Revenue till date, from the customer.
    Visited Time
    Date and time of the visit.
    Search Keyword
    The search keyword that listed your web page as one of the search results and brought the visitor to the page.
    Search Engine
    Name of the search engine where the keyword was used to search.
    Operating System
    Operating system of the visitor's computer/laptop.

    Actions Performed

    The following details of the customer can be viewed in the Action Performed section:
    1. Action Type- Displays any one of the following action:
      1. Accessed
      2. Navigation
      3. Chat
    2. Actions - Title of the web page or the page’s URL.
    3. Time Spent - Number of minutes spent by the visitor on the web page(s) in a particular visit.
    4. Action Performed Time - Date and time when the action was performed in the web page.

    Track visitors using CRM Identifiers

    You can use CRM Identifier links in emails to track and identify visitors from CRM on your website. These emails are sent from the Leads/Contacts modules. When the visitor clicks the link, he/she is directed to the website page.

    Now, the Name and Email of the recipient is attached to the identifier link and the SalesIQ Identifier parameters identify the visitors. After the SalesIQ identifies the visitor, the visitor activities such as details under Visit summary, Source, Visits are tracked and updated in the Leads/Contacts module in you CRM account. 
    For Leads
    1. ?siq_name= ${Leads.Lead Name} &siq_email= ${Leads.Email} 
    Example
    1. http://www.zohosalesiq.com/?siq_name=John Smith&siq_email=jsmith@zillum.com
    For Contacts
    1. ?siq_name= ${Contacts.Contact Name} &siq_email= ${Contacts.Email}
    Example
    1. Inside your CRM account, navigate to Leads/Contacts module.
    1. Click on a lead/contact.
    1. Click on the "Send Email" button at the top right of the page.
    1. Draft the required content and then click on the "Insert link" icon.
    1. Now, you can paste the required tracking link in the URL field.
    1. You can also insert the tracking link in an existing email template, and then paste the required tracking link by clicking on "Insert link" icon. Your emails will be now tracked.

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