Set up the Zoho SalesIQ widget in your community

Overview

Add the Zoho SalesIQ widget to let members ask questions and get help directly from your community. Members can chat privately with your support team without sending an email or creating a public post.

If you configure a chatbot in Zoho SalesIQ, it can answer questions and guide members to an operator for further help. Your team manages and replies to conversations in Zoho SalesIQ.

Before you begin

Make sure you have:

An active Zoho SalesIQ account.
The SuperHost role in Zoho CommunitySpaces and the Owner role in Zoho SalesIQ.
At least one operator in the SalesIQ portal you want to connect.

Operators answer member chats in Zoho SalesIQ. A community host role alone does not give someone access to SalesIQ.

When you use the same Zoho account for both products, the available portals and brands appear automatically during setup.

Connect the SalesIQ widget

Select the gear icon in the right menu.
From the dropdown, select Settings.
In the Settings page, click SalesIQ Chat Widget.
On the SalesIQ Widget page, select Configure.
Under Configuration, select a Portal Name.

If you don't have an existing portal, click Create Portal in the pop-up.

You'll be redirected to SalesIQ page where you can create a portal for the integration.
Get back to Zoho CommunitySpaces, select the portal a Brand Name. The dropdown lists brands from the portal you've chosen.
Select Configure.

The Configuration Details section shows the connected portal, brand, and the host who configured the integration.

How members use the widget

Members can open the widget from any page of the member portal.

Select Sales IQ Chat Bot from the widget rail on the right side of the page.
Enter a question in the conversation window. Members can also attach a file.
Use the available chat options to get help or end the conversation.

Depending on your SalesIQ configuration, members may see these options:

Option	Action
Connect to operator	Sends the conversation to an available operator.
Leave us a message	Lets the member leave a question when no operator is available. Your team can respond later.
End chat	Ends the conversation.

If you configure a chatbot, it greets members and answers questions based on its setup.

Zoho SalesIQ stores conversations, transcripts, and attachments in your SalesIQ account. CommunitySpaces does not store them.

Answering member chats

Your team receives and answers chats in the Zoho SalesIQ operator console or mobile app.

To answer a chat, a host or support team member must:

Be an operator in the connected SalesIQ portal.
Belong to the department that receives the chat.

Manage chat routing, business hours, saved replies, and chatbot behavior in Zoho SalesIQ.

Change the connected portal or brand

Select the gear icon in the right menu.
From the dropdown, select Settings.
In the Settings page, click SalesIQ Chat Widget.
In Configuration Details, select Edit.
Change the Portal Name, Brand Name, or both.
Select Update to save your changes or click Cancel to discard them.

The selected brand controls the widget’s appearance, greeting, business hours, and chatbot settings.

Changing the configuration does not delete past conversations. They remain in your SalesIQ account.

Hide or remove the widget

Hide the widget

To hide the SalesIQ chat widget from your community, go to Settings > SalesIQ and disable the configuration.

Remove the configuration

To disconnect SalesIQ from your community, go to Settings > SalesIQ and remove the configuration.

In the confirmation pop-up, click Remove.

Removing the configuration stops members from accessing the widget in your community. It does not delete your SalesIQ portal, brand, operators, or past conversations.

Troubleshooting

Issue	What to check
No portals appear during setup	Make sure your Zoho account has an active SalesIQ portal and the required Owner access.
No brands appear	Select a portal first. Then check the Brand Name dropdown.
Members cannot find the chat option	Check whether the widget is enabled under Manage Widgets on the SalesIQ portal.
A host cannot answer chats	Add the host as a SalesIQ operator and assign them to the department that receives the chats.
No operator receives a chat	Check operator availability, chat routing, and business hours in SalesIQ.
The widget shows an unexpected greeting or appearance	Check the connected brand and its widget settings in SalesIQ.

For more information or queries, reach out to us at support@zohocommunityspaces.com. We're happy to help!