Right Moment, Right Message, Right Operator: Never Miss a High-Intent Lead

Right Moment, Right Message, Right Operator: Never Miss a High-Intent Lead

Ever been on a website or app, thinking “Should I buy this or not?” and suddenly a friendly message “Hi! How can I help you?” pops up at the perfect moment?
That’s not luck. That’s timing done right.

Engaging right visitors at the right moment, with the right message, and connecting them to the right operator can significantly improve conversions and customer experience. The same applies to existing customers who are searching for answers, timely help makes all the difference.

With Zoho SalesIQ, you can automate this entire flow using Triggers and Chat Routing. Let’s walk through a practical use case. 

Use Case: Targeting High-Intent Leads Automatically

Step 1: Define who you want to target

  1. First, decide who should receive this proactive chat.
  2. From the SalesIQ Dashboard, go to Settings > Automate > Triggers > New
  3. Give your trigger a name and select the brand.
  4. Set rules to identify high-intent visitors. Example: CRM Deal > Closing Date > is > This week / This month
  5. Combine with Tags or other CRM fields or lead score if needed.

IdeaPro tip: You can also target using lead score, number of visits, and more.
Info
Note: CRM-based rules work only when SalesIQ can identify the visitor (via email, phone number, etc.).

Step 2: Decide when to initiate the chat

  1. This is crucial. You don’t want to interrupt too early or too late.
  2. Good options include:
    1. When the visitor lands on any page.
    2. When they click the chat widget.
    3. When they perform a custom action. Example: Clicking a “Contact Us” button on your website.
  3. For high-intent leads revisiting your site, a gentle nudge at the right time works best.

Step 3: Choose the trigger type

  1. SalesIQ supports two trigger types:
    1. Invoke JS API triggers (for custom actions like banners)
    2. Send a chat invite
  2. For our use case, simply choose Send a chat invite.

Step 4: Set chat timing and message

This is where many people slip up.
  1. Avoid triggering instantly (under 1 second).
  2. Don’t wait too long either.
  3. A good balance: after ~10 seconds, or when the visitor interacts with the chat widget.
  4. Personalize the message using dynamic text, such as the name. In our use case, we can go with. “Welcome back %visitor.name%! Would you like to connect with us for better assistance?”.
  5. This makes the chat feel natural and relevant. Once done, test the trigger and save it.

Step 5: Route replies to the right operator

Triggering the chat is only half the job. Now decide who should handle the reply.
  1. Go to Settings > Automate > Chat Routing.
  2. Configure the same rules used in the trigger.
  3. Assign the chat to the appropriate operator. For our case, CRM Lead Owner will be a better fit. 

Alert
Important: The CRM lead owner must be added as an operator in SalesIQ.
What happens now? 
When a lead with an upcoming deal closing date visits your website:
  1. SalesIQ identifies them
  2. A relevant message is triggered at the right moment
  3. When they reply, the chat is instantly routed to their CRM lead owner
Result?
  1. Faster responses
  2. Better context
  3. Higher chances of conversion
  4. Improved customer experience
In our next post, we’ll walk you through how to automate this entire journey using chatbots that target the right visitors, trigger at the right time, and engage them end-to-end.