Be more selective of which chats you want to convert as requests

Greetings from Zoho SalesIQ! We hope you are all in the pink of health. We're happy to announce that we have an update with respect to the SalesIQ-Desk integration that can make your customer engagement more efficient. By combining the power of Zoho SalesIQ with Zoho Desk, you can create a wholesome help desk solution for businesses and take your customer service and support to new heights.This delivers a complete view of all your support interactions in one, organized database.

Zoho SalesIQ and Zoho Desk are two different channels that facilitate communication with customers. If you have integrated your Desk account with Zoho SalesIQ then when a visitor lands on the website and initiates a chat via the SalesIQ chat window, the chat will be converted as a ticket in Zoho Desk.

The previously available flow worked in such a way that automatic ticket creation happened immediately after the chat is picked up by an operator.Now, this feature has been enhanced a bit to improve accuracy. When any of the two options - 'All Chats' or 'Operator Attended Chats' is chosen, you will further be able to choose when you want to create tickets for attended chats - While Answering Chat/While Ending Chat. This can prevent visitors being contacted by two different operators concurrently.

Let's look at a quick example to sum up.

Say, you own an online store and a visitor comes up with a discrepancy regarding an order that he/she placed. The visitor has a conversation with one of your operators and at the end of the chat, a ticket will be created - either when the chat is picked up or once it has been completed and assigned to the operator who had handled the chat.

For more information, check out our Help Documentation.

Regards,

Michelle

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