This covers the most common questions about Zoho SalesIQ, grouped by administrator setup, day-to-day operator use, and chatbots.
Zoho SalesIQ is a live chat and visitor analytics platform that gives marketing, sales, and support teams the tools to engage website visitors at the right moment. Sales teams use it to convert anonymous visitors into customers, marketing teams to send targeted messages based on browsing behaviour, support teams as a faster alternative to email, product teams to gather usage feedback, and customer success teams to monitor operator performance.
Once the SalesIQ installation code is added to your site, visitors are asked for cookie consent. If accepted, a browser-specific cookie lets SalesIQ recognise that visitor on future visits. Identification also draws on past chats, JavaScript APIs, campaign links, web forms, and CRM data. Visitors are further categorised as Repeated, Contacted, Responded, Potential, Triggered, Clicked, or having had a full Chat, with new visitors marked separately.
Yes, one SalesIQ account can manage chats across as many sites as you need. However, generating a separate live chat code for each site is recommended, since a shared code could be copied by a third party to artificially inflate chat volume elsewhere.
A free plan with limited features is available, alongside paid tiers. A 15-day free trial with every feature enabled is offered before you commit to a plan. SalesIQ works best on recent versions of Chrome, Safari, Firefox, or Internet Explorer, and installation just involves pasting a code snippet into your site's HTML above the closing body tag, so a developer isn't strictly required if you have basic access to your site's source. Native apps are available for Android, iOS, Mac, Windows, and Ubuntu.
You don't need to be online constantly. When offline, the widget can still collect visitor details for later follow-up, be hidden entirely, or hand off to a Zobot outside business hours. The widget can also be hidden on specific pages using a small script addition, and chat routing rules can prevent visitors from certain countries being routed to operators at all.
Spammers and harassers can be blocked directly by IP address, either across all connected sites or a specific brand, with an optional comment explaining why.
Operators join a portal once invited by an administrator via email. From the dashboard, operators can review visitor feedback, browse full chat history, filter chats by agent, status, department, or date, and delete individual or bulk records. Incoming chat sounds can be muted or adjusted from a speaker icon, and each operator can set their own interface language under My Profile settings.
Operators can make audio calls directly from the chat window, share or request control of a visitor's screen for remote assistance, and rely on built-in Google Translate to converse with visitors in a different language. Canned Replies let operators save pre-written responses to frequently asked questions, and the My Chats view organises multiple simultaneous conversations into tabs.
Zobot is a bot-building platform for creating fully custom, programmable chatbots that follow your own business logic. Answer Bot instead uses natural language processing to understand common queries and answer them directly from your existing Articles and FAQs. Deploying both on the same brand is possible but generally works best when scheduled for different working hours to avoid the two bots clashing.
Zobots can be built across seven platforms: SalesIQ Scripts, the Codeless bot platform, Zia Skills, Dialogflow, Watson, Microsoft Azure, and Webhooks. Non-developers can use ready-made templates or the drag-and-drop Codeless platform rather than writing scripts directly. A live preview is available before publishing, and changes only take effect once explicitly published, not just saved. Only one Zobot can run per brand, though it can be limited to specific websites, triggered only on widget click, and targeted to specific visitor audiences.