Boost Customer Experience: Let Visitors Choose Their Preferred IM Channel in Your Chat Widget

Boost Customer Experience: Let Visitors Choose Their Preferred IM Channel in Your Chat Widget

We have an exciting enhancement coming your way. Pushing the perimeter has always been our thing, and we have come up with yet another enhancement for your Zoho SalesIQ live chat. Did you know your live chat can support more than chats and calls? That's right, you can integrate your Instant Messaging channels into your live chat widget, offering visitors the flexibility to choose their preferred communication platform.


Why is this a game-changer?  

SalesIQ supports six Instant Messaging channels—Facebook, Instagram, WhatsApp, Line, WeChat, and Telegram. With this update, you can add these IM options to your widget using custom CSS. When users click on their preferred channel, they will be redirected to your page on the chosen IM channel and can initiate a chat, which will then appear as an incoming chat in SalesIQ.

If you have chatbots enabled in your channels, your bot (Zobot) will engage with visitors, providing instant responses, answering queries, and ensuring seamless interaction, significantly enhancing customer experience and reducing response times.

How does this benefit your customers?  

  • All-in-one widget – Provide diverse communication options within a single SalesIQ live chat interface.

  • Enhanced customer experience – Give visitors the freedom to communicate on their preferred platform, improving engagement and satisfaction.  

  • Effortless management – Handle all IM and website chat conversations from one centralized dashboard.

  • Automated conversation with Bots – Leverage Zobot to automate visitor interactions, provide instant responses, and improve efficiency.

Additionally, boost marketing and sales using  personalized widgets to highlight offers, discounts, promotions, and upcoming product launches, driving customer engagement and conversions.

How to implement this?  

First, add the CSS to the brand settings and update the installation script with additional code.

Adding CSS to the brand settings:

  • Navigate to Settings > Brands > Personalization > Chat Widget in your SalesIQ dashboard.

  • Scroll down to Upload custom CSS, click on New, and upload the downloaded file.

Info
Note: The CSS file includes a background pattern. To customize the background, update the image URL in line #5 of the .css file.

Installation code changes:

  • In the script/code, make the necessary changes.

  • Choose the IM channels you want to display [line #6-11]:

    • Comment out the channels you don’t need by adding // at the beginning of the line.

    • Update the redirection URLs to match your respective channels links.

  • Choose your preferred display style [line #13]:

    • Horizontal format – Best for 3 or more channels.

    • Rectangular button format – Ideal for 1 or 2 channels.

  • Update your widget code [line #41]:

    • Navigate to Settings > Brands > Installation and copy the updated widget URL.

    • Paste the URL into the downloaded script and add it to your website's HTML source code, just as you did with the installation script earlier. Then, publish the changes.

Alert
Note: If you're using any JavaScript APIs, add them to line #3 of the script.


Make your SalesIQ widget more powerful, interactive, and actionable with this enhancement! Don't miss out on this opportunity to enhance visitor engagement and streamline multi-channel communication.

We hope this helps! If you have any questions, feel free to drop a comment.


    • Recent Topics

    • Error: View is not present in the workspace

      When saving a dashboard, user receives a popup with the following error. "View is not present in the workspace" What does this mean or refer to? There is no further insight given.

    • Dear Zoho CEO: Business Growth is about how you prioritise!

      All of us in business know that when you get your priorities right, your business grows. Zoho CRM and Zoho Books are excellent products, but sadly, Zoho Inventory continues to lag behind. Just this morning, I received yet another one-sided email about

    • Is there any way to send an Excel received by email to Dataprep?

      Every day I receive an email alert with an Excel file that I want to process through a Dataprep pipeline. To do this, I need to: -Save the file to disk -Open the pipeline -Run the pipeline -Update the source -Several clicks to select and open the saved

    • Bin Locations

      Dear all, I am wondering if someone has the ability to develop the bin locations option for zoho inventory (integrated with zoho books) Regards, Ryan

    • Create and populate a record in an instant: Introducing zero-shot field prompting to Zia's ICR

      A couple of months ago, we upgraded our in-house AI image detection and validation tool, Zia Vision, with intelligent character recognition (ICR). By training Zia with sample images, you could create and enrich CRM records with data extracted from standard

    • How to Prevent Users From Skipping LMS Videos in Zoho People

      How to Prevent Users From Skipping LMS Videos in Zoho People Hello Zoho Developers, In this blog, we will quickly look at how you can stop users from skipping or fast-forwarding videos in Zoho People LMS. Zoho People provides a feature called Disable

    • [Integration Edition] Deluge Learning Series – Custom API with Deluge | November 2025

      We’re excited to conclude this four-month Integration Edition of the Deluge Learning Series: Session 1 – Integrating Zoho Apps with Deluge Using Built-In Integration Tasks Session 2 – Integrating Zoho Apps with Deluge Using invokeURL and invokeAPI Session

    • Automate Backups

      This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

    • Can't receive any email from other platform

      Hello,everyone, i'm just join zoho and create two email accounts for my own business. I was using it to get a verified email from stripe, but can't receive it. and I use my private gmail account to send test email twice, first time show below reply, but

    • Tips for Organizing Workflows and Improving Team Coordination in Zoho

      Hi everyone, I’m looking for some general advice on how different teams are organizing their daily work within Zoho’s apps. Our team recently expanded, and we’re trying to streamline how tasks, discussions, and documents are shared so everything stays

    • Pre-fill webforms in Recruit

      I don't want to use the career site portal (as I have my own already), but I would like to direct users to the application forms for each role, from my website job pages. Is there a way to pre-fill fields in Recruit application forms, so that I only have

    • Prevent user from viewing all records?

      I have a report that is meant to be used by vendors to view only the records that are assigned to them. All the vendor information is stored in a separate application, so I need to call a function to get the current user's ID (not the zoho user ID). The report settings criteria doesn't support using function calls, so instead I'm embedding the report in an html page like this: if (thisapp.Global.CurrentUserIs("Vendor")) {       personID = common.getLoggedInPersonID();       query = "Assigned_Vendor.ID="

    • How do I copy an email message to one or more other folders?

      I can move a message to another folder using the "move to" option but I can't figure out how to copy a message. 

    • Zoho Site pages not displaying in iframes

      I simply want to show a Zoho Site page inside an iframe on another non Zoho website. When testing this across many browsers, the iframe content simply does not appear. IE reports that the host does not allow their content to be displayed in iframes. Very disappointing. Is there a way around this please? Here is the URL of the page I would like to appear in an iframe. http://ips-properties-to-rent.zohosites.com

    • Zoho Inventory as connector in Zoho Creator

      Hello, It doesn't appear that Zoho Inventory is one of the many built in connectors in Zoho Creator? I see that there are non-Zoho inventory applications that have built in connectors such as Cin7, which leads me to believe that I'm missing something

    • Send Zoho Forms Link using Zoho CRM Email Templates

      I have set up Zoho Forms and CRM integration to pre-populate data from Zoho CRM to Zoho Forms. The setup is working fine. I have also created an email template in the Zoho CRM deals module to send Zoho forms links. So when I send an email using that template

    • My go to On Load Client Script - Fast, efficient, and works for ALL profiles; Hides everything except initial fields

      This is my on Load client script that I use for Create pages. I use a modified version for Edit and Display pages which you can create yourself using the same basic structure that I will give you below. First up, the script. Below that will be an explanation

    • Custom Search using HTM+CSS Snippet

      Suppose I wanted to create my own list view using HTML and CSS snippets inside a Page with a custom search input at the top of the list (not the Search snippet). Without Javascript, is there a way to retrieve a user's entry from that search input and

    • Mass Update of Lookup Fields not possible

      Hello List I've created a custom field for Leads and Contacts 'Current Campaign'. This is very Handy as I can filter leads and then related them to a campaign. Everything ready, but then I realized that mass update doesn't work for lookup fields... a

    • Zoho CRM Kiosk Upload Files

      Hello all, We are trying out Kiosks at the moment to see where it can fit best in our business. We are still a bit off in the application but lets say we will sort this out. My question is the following - when I create a Kiosk I can add "File Upload"

    • Double opt-in notifications and customizable confirmation messages for your webforms

      Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit

    • Has Anyone successfully integrated Zoho and Sage Intact?

      Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,

    • Introducing Image Upload Field

      Hello everyone, In this post we will discuss about the benefits and usage of the Image upload field. The field is available for standard and custom modules.  Usage: This field can be used to upload a gallery of images to a record and share the record with peers or customers. The record can be made accessible to users outside of Zoho CRM via Portals, where they can upload the necessary images. Preview, editing, and deleting images: The uploaded images can be directly edited and saved from the record

    • Trigger a Workflow Function if an Attachment (Related List) has been added

      Hello, I have a Case Module with a related list which is Attachment. I want to trigger a workflow if I added an attachment. I've seen some topics about this in zoho community that was posted few months ago and based on the answers, there is no trigger

    • Free webinar alert on November 19 - Email driven strategies - Master personality based styles

      Hello Zoho Community! Want to make email management easier, smarter, and more you? We’ve got just the session for you! Join our interactive, game-based webinar to discover how Zoho Mail adapts to your personality and work style. Learn practical hacks,

    • AI generated meeting notes associated to Account or Deal

      As our organization works to improve efficiency we are looking for a solution to leverage AI to generate meeting notes and then add those notes to a CRM record such as an Account or Deal. I see Zoho has a Notebook AI offering that talks about the ability

    • due date on cheue

      how to handle cheque in zoho books for customers and vendors including due date

    • Zoho CRM Portal Field Level Permission Issue

      Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for

    • 'Statement of Accounts does not exist' error received, when creating PO using api in Zoho Inventory

      Here is request json -- JSONString = { "date": "2019-09-24", "purchaseorder_number": "PO-6-1", "delivery_date": null, "delivery_org_address_id": 36221200000056XXX, "vendor_id": 362212000000564XXX, "attention": "Testing", "line_items": [{ "unit": "Pieces", "account_id": 36221200000003XXX, "quantity": 1, "item_id": 362212000000049XXX, "tax_type": "", "tax_name": "", "name": "One HD", "purchase_rate": 85, "tax_percentage": 0, "item_total": 85.00, "tax_id": "", "warehouse_id": 362212000000564XXX }] }

    • Zoho Projects API 100 requests/2 min. Limit

      Hi Requesting clarification on the API documentation. "You can invoke or call an API for 100 times in a span of two minutes. If you invoke more than 100 times, the particular API request will be locked for the next 30 minutes. " Does this limit apply

    • Integrate your Outlook/ Office 365 inbox with Zoho CRM via Graph API

      Hello folks, In addition to the existing IMAP and POP options, you can now integrate your Outlook/Office 365 inbox with Zoho CRM via Graph API. Why did we add this option? Microsoft Graph API offers a single endpoint to access data from across Microsoft’s

    • Zoho Projects - Attachments added to Task and Bug emails are not saved

      Hi Projects team, I have been experimenting with emails into projects to create tasks and bugs. I have noticed that attachments added to the emails are not saved to the task or bug. Is this normal behaviour? Thanks, Ashley

    • Zoho Inventory's latest shipping integration updates at a glance.

      Hello Users, We would like to share some important news about our latest improvements in the Shipping integration capabilities of Zoho Inventory that we achieved in 2024 with some of our major integration partners in key editions across APAC, North America,

    • Sorting a list of record acquired from the zoho.crm.searchRecords function.

      This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains

    • Zoho Inventory Custom Field Update

      Hello All, In this post I am describing how can we Update the Custom Field Value in Zoho Inventory. // Get Org ID orgid = organization.get("organization_id"); // Field Value resvp = ifnull(item.get("purchase_rate"),null); // Record ID iid = item.get("item_id");

    • Deprecation of the Zoho OAuth connector

      Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

    • Alphabetically

      How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

    • Spotlight series #6: The Show app for Android TV has a new look!

      Hello everyone! We are delighted to introduce our revamped and redesigned Show app for Android TV.  Smart TVs are exploding in popularity. Android TV alone has over 110 million active monthly devices. Zoho Show, as part of a constant effort to improve

    • Can i set a default value for country and state in address field in zoho creator?

      Can i set a default value for country and state in address field in zoho creator?

    • Convert HTML to PDF & Send as Email Attachments in Zoho Creator (Deluge)

      This approach is useful for sending welcome letters, instructions, or promotional offers after order creation. // 1. Define the variables using the submitted input customerName = input.Customer_Name1; orderID = input.ID; customerEmail = input.Email_Address; //

    • Next Page