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

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.
   

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

Setup threshold for the Lead score

Enable Approval Process to Filter the Leads Manually

Assign Operators to Push Visitors in 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

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?

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.
   

Push Visitor Data from SalesIQ to CRM Visits Module

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

Route visitors with Lead information

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

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

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

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.

 

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

3. 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.

4. Then, Click on Save.

Route CRM Visitors based on 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

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

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

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

Deal Configuration

Tracking visitors based on 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

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

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

View deal value of visitors on your chat window

CRM Visitor Stage In CRM

Tracking visitors based on CRM Visitor Stage in CRM

Route visitors based on CRM Visitor Stage

Customize Priority Rings based on Visitor type

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

Viewing Zoho SalesIQ data inside CRM

Viewing chat transcripts as attachments

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

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

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.
   

2. 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.

Actions Performed

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. 

CRM Tracking links

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. http://www.zohosalesiq.com/?siq_name=John Smith&siq_email=jsmith@zillum.com

How can we add CRM Tracking links while sending emails?

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.