Zoho SalesIQ is a visitor tracking, live chat, and customer service automation platform that lets you know who's browsing your site in real time—and respond before they leave. Whether you're in sales, marketing, or customer service, this guide will cover everything—from the live view to bots, automation, and integration with Zoho CRM and ChatGPT.
Zoho SalesIQ interface — overview of the main tools
The left sidebar is the primary tool for navigating SalesIQ. Here are the main sections you will use on a daily basis:
- Live View: the control panel in real time - you see who is currently browsing, on which page, how long they stay there.
- My Chats (My Chats): All the representative's current and historical chats — including the option to send pre-prepared replies.
- Visitors: Classification of visitors into leads, contacts and companies according to the amount of information available.
- All chats (All Chats): a full administrative view of all the chats that took place - access can be restricted by role.
- Reports and feedback: metrics from page to page, device types, customer ratings - can be exported to Zoho Analytics.
Live display and proactive contact — turn visitors into leads
The live view is one of the most powerful selling capabilities in SalesIQ. As opposed to waiting for the customer to contact you - SalesIQ enables proactive contact according to the conditions you have defined. For example, you can open a chat with a visitor who has been on the pricing page for more than 3 minutes, or send an automatic message to a visitor who has viewed more than 4 pages and has not yet filled out a form. You can also classify visitors according to the length of stay and prioritize contacting those who show a high interest.
Bots — Zobot and Answer Bot
Zoho SalesIQ offers two types of bots with different approaches:
- Zobot: Follows a pre-defined flow chart — ideal for targeted results such as scheduling an appointment, collecting lead details or routing to the right representative. The bot is managed, predictable and efficient.
- Answer Bot (NLP-based): tries to understand the customer's question and answer according to the content you defined. Good for open FAQs — here you can also connect an external LLM like ChatGPT for better results.
- Escalation to a human representative: every bot must know its limitations. You can define conditions under which the bot transfers the call to a representative - with full transparency to the customer.
- Analytics for bots: tracking bot performance identifies where customers are 'stuck' and enables continuous improvement.
Automation — triggers, routing and ranking of leads
Beyond manual chat, SalesIQ offers powerful automation mechanisms that work in the background:
- Triggers and workflows: If a visitor views more than 4 pages, the system sends an automatic message — a proactive approach that increases engagement.
- Visitor routing: a visitor browsing the 'prices' page is routed to the sales manager; A visitor from the 'Support' page is routed to the service team.
- Lead Scoring: Each action of a visitor receives a score - 10 points for viewing a pricing page, 20 for a chat that has started. Company rating weighs all visitors from the same company, very useful for account-based sales.
- Chat routing (Queue Management): When there are more inquiries than available representatives, the system manages a queue and informs the customer of the waiting time.
Integrations — Zoho CRM, Desk and ChatGPT
One of the great advantages of SalesIQ is the ability to connect to other systems:
- Zoho CRM: A lead created in chat is automatically transferred to a ticket in CRM — including the conversation history.
- Zoho Desk: Service requests from the chat become calls on the Desk — all information is centralized.
- Zoho Bookings: make an appointment directly from the chat — the customer chooses a time and receives an automatic confirmation.
- ChatGPT: Does not replace representatives — helps summarize previous conversations before a representative starts a new conversation, rephrases messages for clarity, and categorizes inquiries.
- A word of warning: do not overload the system with unnecessary integrations. The goal is to streamline, not complicate.
Conclusion
The 1T Solutions team implements Zoho SalesIQ for businesses in Israel as part of a comprehensive marketing and sales infrastructure - with projects at a fixed price and full support in Hebrew. Contact us for a free characterization call.
