Let your visitors hold down all the conversations that they have with your operators in reserve!

Hello buddies,

Hope you are all doing great out there! I am back to brief you all about a cool new feature launched by SalesIQ - View past conversations , which allows your visitors to keep track of all the past conversations that they had with the operators of your firm in their own chat windows. Inquisitive to know more about this feature? Then do stick around and continue reading.

Well, what is the sole purpose of bringing in this feature?

Consider a scenario in which a prospective customer of your firm, Tony had bought in a new detachable multi-purpose holder from your online store. And, he tried to build it up step by step as described in the help manual given, but he couldn't. So he plans on seeking the help of the support team of your online store via live chat. And say an operator of your firm provides him with elaborate instructions to build it up.

Assume Tony had to re-build the holder from scratch again and he is in need of the instructions that were given to him by the operator of your firm earlier. Oopsie, that's when he realizes that he doesn't really remember the instructions that your operator provided him with earlier and the manual provided with the product is of no help.

This is where our new feature comes into play. Cool, isn't it?

How can I avail this option for my chat widget?

It's so simple, just click on the Settings -> Websites -> Live chat widget -> Chat window -> Configurations tab.
Scroll down the window to the bottom.
You would find an option, View past chats/conversations.
Enable it and you are done!

Now scoot back, and run a test to see if it is working fine. Now you are good to go.

Perks of using this feature :

Cosy up your visitors by letting them run through the old conversations whenever they want to or have to.
Save the process of mailing the chat transcripts after every other conversation that the visitor has with the agents.

Heads up !!

We have to understand the fact that, this feature would work fine only until the data stored in the cookie are alive.
And do remember that if you log in from a different browser, the website might not identify you or display your previous conversations.

Jeez, is there a possibility to outfox the above-mentioned drawbacks?

Well yeah, don't worry we have an API which you can use to outrun this kind of situation.
Again run through our API documentation . You would find an API .visitor.id() under the Visitor's APIs.
Now, incorporate this API on your website, this API would set a unique ID for every other visitor visiting your website. (When the visitor signs up for your website)
These IDs are bound with visitor details and are sent to the SalesIQ account created for your firm.
Ergo, the next time the visitor visits your website, the JS API incorporated on your website would send the visitor ID of that particular visitor to your SalesIQ account.
SalesIQ then fetches the data bound with that particular ID and sends out the retrieved data back to your browser and thus displaying your visitor's previous conversations in his/her chat window.
And not only that, even if the visitor logs in from a different browser or even a different device, we still can identify them using this API thus avoiding redundant visitor data in your SalesIQ account.

Well, it's time for me to bid adieu. Hope this post was comprehensible and helpful. Take care and stay in the pink of health!!!

Fond regards,

Bala

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Bala R B

Sticky Posts
Qualify Potential Leads Automatically with SalesIQ Chatbots
Your website may have a lot of visitors every day, but are you struggling to identify your potential leads? You may not know who your ideal leads are just by looking at a website visitor, right? To qualify a lead, you need to know their needs, interests,
OpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. OpenAI has introduced 'ChatGPT Assistants' to customize GPT models as per your requirement.
Get live insights on business performance with the SalesIQ TV App - Now available for Apple and Android TVs!
Hello everyone! Let's start with a question - What do you think is the key to a thriving business? Yes, I hear you. It's all about the customers. Success in business often starts with understanding customer needs. But wouldn't you agree that achieving
Deprecation of Google Drive and Sheets connections in Scripts (Deluge)
Hello Everyone, We have an important update for those using the Script (Deluge) platform to build chatbots, widgets, and forms. Google has alerted us about sensitive scopes within the Google Drive and Google Sheets default connections in Deluge. As a
Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone! We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through