Ability for Agents to Initiate Voice Calls With Site Visitors Without Active Chat Session

Ability for Agents to Initiate Voice Calls With Site Visitors Without Active Chat Session

Dear Zoho SalesIQ Team,

Greetings,

We would like to request a feature enhancement related to the voice call functionality in Zoho SalesIQ.

Current Limitation:

At the moment, voice calls can only be initiated by agents after a chat session has been started by the visitor and agents cannot start a call proactively if the visitor has not first initiated a chat.

Feature Request:

Please add the ability for agents to:

  • Initiate a voice call directly from the Live View panel, without requiring the visitor to start a chat first.

  • Engage proactively with visitors based on browsing behavior, time spent on site, or intent signals—without waiting for a chat trigger.

Use Case:

This functionality would be extremely valuable in use cases such as:

  • Proactive sales outreach while a high-value lead is browsing pricing or product pages.

  • Live support escalation, where we spot a returning customer who appears to be struggling.

  • Conversion optimization, by providing real-time voice guidance to indecisive visitors.

We understand there may be privacy or consent considerations, so this feature could optionally Show a prompt asking the visitor if they want to accept an incoming voice call.


This would significantly enhance the real-time engagement capabilities of SalesIQ and align it with modern conversational sales and support strategies.

Thank you for considering this request.

Warm regards,
Ram

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