Lesson 5: Integration - Zoho Apps(Zoho Sites and Zoho CRM)

Integrating Zoho Sites - Overview

Add the power of live chat to your zoho sites and start publishing your text,
photos and video. Integrate Zoho SalesIQ with your site templates and get
connected with your visitors in real time.

Configuring Zoho SalesIQ to your Zoho Sites

To configure, you should login to your Zoho Sites admin console and choose
the website you would like to add Zoho SalesIQ .

● Now, click Settings in the website page

● Choose SalesIQ under Configure section
● The SalesIQ configuration page will then appear, now choose the portal
name and the screen name.
● If you wish to display the chat widget on your website, then toggle the
Chat Enabled option.
● Click Connect.
● Move Back to Builder, and Publish the website.

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Integrating Zoho CRM - Overview
Maximize the value of each-and-every interaction your team has with your
customers, and add the ability to provide on-demand customer support
through live chat. Integrate Zoho SalesIQ with Zoho CRM and organize all
your customer data in one place. By adding Zoho SalesIQ into your existing
CRM, you extend your ability to connect with customers, and give your team
the tools to support customers instantly, while keeping all interactions
organized. With instant access to your comprehensive customer database
and easy-to-use live support software working together, it is all possible.

Connecting your Zoho SalesIQ account to a Zoho CRM account

Before you can unlock the customer supporting power within your existing
customer database, you need to link your Zoho SalesIQ and CRM together.
To make things as simple as possible for you, we recommend having Zoho
CRM administrator must also have an account and be an administrator inside
your Zoho SalesIQ account.

Pairing your CRM account to a Zoho SalesIQ account, as the administrator of

the CRM account

● Login to “Zoho SalesIQ”.

● In Settings, click Zoho CRM.
● In the Connect with Zoho CRM page, click the Enable CRM Integration
button. This will link Zoho SalesIQ to your CRM account upon
successful generation of Zoho CRM ZSC key.
Upon successful integration of Zoho SalesIQ account to the Zoho CRM
account for which you are the CRM administrator. You will now see the Zoho
CRM administrator as “Me” and the Zoho CRM-ZSC Key will be displayed
below.

Pairing accounts without being a CRM admin

If you are not the administrator of the CRM account that you need to integrate
with Zoho SalesIQ, no worries, all you need is the administrator’s e-mail
address, and the account’s specific CRM ZSC key.
You can share the below instructions on how to generate a ZSC key with your
CRM administrator.

How to generate a ZSC key?

● In the desired Zoho CRM account, click “Setup” above the navigation
bar at the top-right of the screen.
● In the “Developer Space” section, click “Zoho Service Communication
(ZSC) Key”.
● In the ZSC Key section, click the green “Generate Now” button.
● You will then see the ZSC information, including the administrator’s
e-mail address and the unique ZSC key. You will need to provide both
pieces of information to have yourself, or someone else, link up this
CRM account to a Zoho SalesIQ account.

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Linking Zoho SalesIQ without being a CRM admin

If you are not a Zoho CRM administrator and when you click the “Enable CRM
Integration” button in Zoho SalesIQ you will see a message informing you
that: “Zoho SalesIQ could not recognize your e-mail address as Zoho CRM
administrator. Please contact your Zoho CRM administrator to get the details
to complete the integration setup. Don't have a Zoho CRM account, sign-up
now.”
● You will also see two boxes below where you can enter the “email
address” of the desired CRM account administrator and the box to enter
the “ZSC key” for the account you wish to link your Zoho SalesIQ.
● Update the fields with the generated CRM admin's email address and
ZSC key.
● Click "Enable" to link your Zoho SalesIQ to the CRM account you entered
the information for.

Changing the system generated pairings to your desired CRM account.

● In Settings -> Integration -> Zoho CRM, under the Zoho CRM
Administrator sub-section, click “Change”.
● In the CRM Administrator box that pops-out, edit the Zoho CRM Admin
Email Address field to add your e-mail address.
● Paste in the ZSC key that you copied from the CRM account.
 ● Click “Save” to make the changes.

Changing the paired non-CRM admin account.

1. In Settings -> Integration -> Zoho CRM, under the Zoho CRM
Administrator sub-section, click “Change”.
2. In the CRM Administrator box that pops-out, edit the Zoho CRM Admin
Email Address field to add the e-mail address of the admin of the Zoho
CRM account you wish to associate. Also add the ZSC key for the
account as provided to you by that CRM admin.
3. Click “Save” to make the changes.

To disable integration with CRM

If needed, you can disable your Zoho SalesIQ’s integration with a CRM
account at any time.
● In Settings -> Integration -> Zoho CRM, click on the "Disable" button on
the top right.

To re-enable the integration with CRM

● In Settings -> Integration -> Zoho CRM, click on the "Enable" button on
the top right.

CRM integration Configurations

Now that you have linked your Zoho SalesIQ to your Zoho CRM account, you
need to configure the integration to fit your team’s specific needs. Read below
to explore the options of how you can configure the integration.
Which visitors to add

The integration also lets you configure which segment of new visitors you
would like to automatically add to your CRM. Your choices are

● Only Missed – Missed visitor will be automatically pushed to your CRM.

● Only Attended - Attended visitor will be automatically pushed to your
CRM.
● Only Accessed - Visitor accessing the website will be pushed into your
CRM
● Attended & Missed - All the visitors irrespective of missed or attended
will be pushed to your CRM.
● Selecting all – All new visitors irrespective of missed or attended will
be pushed to your CRM.
● Selecting None - No visitors will be pushed into your CRM
automatically. However, you can manually push it to CRM from the chat
window.
Add as Leads or Contacts

You can also configure as to whether you want to add these visitors as Leads
or Contacts automatically in your CRM.
● In Settings -> Integration -> Zoho CRM, under the CRM configuration
sub-section, click the button to select either “Lead or Contact”.

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The third option you can configure in the CRM configurations, is whether or
not you push a follow-up task to the customers your Zoho SalesIQ
automatically adds to your CRM—and when that task is due. You can setup
the system to create a follow-up task in CRM for today, tomorrow, the 7th day,
or 14th day, to ensure your customer-centric culture extends beyond the
initial live support encounter, and your entire team can check in with
customers and see how things are working out.

Assigning up an agent for new visitors pushed into CRM

You can also assign an agent in Zoho CRM for all the new visitors pushed
from Zoho SalesIQ to CRM.
● In Settings -> Integration -> Zoho CRM, under the CRM configuration
sub-section, Select the drop-down next to “Responsible CRM User for
 new visitors”.
● You will be listed with the agent from CRM and with an option “Zoho
SalesIQ Attender”

Selecting the agent name will ensure all the new visitors are assigned to them.

Zoho SalesIQ Attender - On selecting this option the agent who attends the chat will be the
responsible CRM user for new visitors. If the agents are not associated in Zoho CRM these
chats will be assigned to the Zoho CRM Administrator.

Tracking your visitors inside CRM

Zoho SalesIQ allows you to track visitors inside your CRM in real time. Get
notified inside your CRM when a visitor visits your website. See the time
spent by the potentials/lead/contact and the pages visited organized and
stored inside your Zoho CRM
● Visitor Notification – Enable/Disable website visitor notification inside
your Zoho CRM.

● Add visit details – Enable/Disable adding website visitors page access

details to the related visit fields of Leads/Contacts

Visitor Notification
See how you get notified inside your CRM when a visitor visits your website in
real time. Engage and get connected on seeing the visitor information stored
n Zoho CRM.

Viewing up your visitor visit details

Add your visitor- visit details inside your CRM. Track your site visitors and the
action performed by them in your site organized in the CRM visit module
based on customers/ potentials/lead/contact.

Zoho SalesIQ configurations

You have the option to configure what happens when missed visitors from
Zoho SalesIQ are pushed into CRM so they can be tracked, or followed-up on
as a part of your existing customer engagement system.
If missed visitors are pushed across as a new lead, or contact, into your CRM
automatically, you can choose whether you want their status inside Zoho
SalesIQ to be displayed as “Tracked in CRM,” or see them as “Missed”
visitors.

How to route the visitors to their respective CRM Owners and track in the
Visitor Online Screen?

You can now route your returning website visitors to the owners who created
the lead or contact in the CRM and track the website visitor in the Visitor
Online screen. When the visitor visits your website the owner of the
Lead/Contact will get the visitor’s registered information in the tracking
screen.
To route the visitors, do the following:
● Go to Settings -> Automation -> Visitor Routing.
● Select the condition and criteria for the rule. Then, select the Route to
selected option.
● Now when you click the (+) plus symbol, the list of options and the
users will appear. Select the CRM Lead/Contact Owner option above
the users list.
● Now the Visitors will be routed to the CRM owner of the respective lead
or contact.

How to enable visitor tracking in the CRM Web Form?

● You can track the visitors visiting your website also through CRM web
forms. While creating a CRM web form enable the Visitor tracking
option in the web form and track the visitor visiting your website in
SalesIQ. Follow the steps below to enable tracking in your web form:
● First, Build a Zoho CRM Web form. How to build a Zoho CRM Web Form?

● Click on the Next Step button, the Notification Section of the form will
then appear. Now turn on the Visitor Tracking option.
● You can view a box with the default Web Embed selected, clicking on
which will list the Web Embeds that are available. Choose a Web Embed
from the drop-down list.
 ● Finally, click on the Save button to update the changes.

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Using the integrated information

When you know how to use the instantly available information, you get the
most value from your integrating live chat support with your existing
customer database.

Default Option in Customize Window to Prioritize Your CRM Visitors

You can now prioritize your CRM visitors in the Visitors online section by
choosing the By CRM Values option in the Customize section.

Viewing your visitor CRM information

Whenever a customer (or visitor) initiates a chat with you through your Zoho
SalesIQ, that visitors’ information they provided to initiate the chat, is
automatically screened through your CRM database. If a customer matches
one already in your database, the information from the CRM is automatically
displayed below the standard Zoho SalesIQ visitor information—on the
column to the right of the live chat window.

View your visitor’s complete details inside your CRM

If you want a detailed picture, beyond the quick-view of your customer’s

information (both for Contacts and Leads), you have one-click direct access
to the complete details inside your CRM.
● Click the expand information icon.
● The complete view of your customer’s details inside Zoho CRM will
open in a new browser tab.

Manually adding data to your CRM from Zoho SalesIQ

When you are chatting with a visitor who hasn’t been automatically added to
your CRM based upon your configurations, or doesn’t already exist inside
your CRM database, you will can manually push these visitors to your CRM as
either Leads or Contacts.

Auto-push your SalesIQ visitor data to CRM custom fields

SalesIQ can push the visitor data to CRM custom fields automatically. Add
the custom fields manually in your CRM Contact/Lead module, the visitor
data gathered in SalesIQ will automatically propel into the CRM custom fields.
Learn how to add custom field in Zoho CRM
The list of custom fields that you can add in CRM Lead/Contact module are:
● City
● State-Province-Region
● Country
● IP
● Browser-Type
● Campaign Source
● Campaign Medium
● Campaign Term
● Campaign Content
● Campaign Name
● Operating-System

Push Visitor Data from SalesIQ to CRM Visits Module

You can also push the visitor data automatically from SalesIQ to CRM visits
module. Add the custom fields manually in CRM visits module, the visitor data
gathered in SalesIQ will be pushed to the fields automatically. Learn how to
add custom field in Zoho CRM
The list of custom fields that you can add in the CRM Visits Module are:
● Lead Score
● Screen-Resolution
● Character-Encoding
● Current-Page
● User-Agent
● Platform
● Referrer
● Browser-Type
● Browser-Version
● Operating-System
● Color-Depth
● Script-Version
● Java-Support
● Cookie-Support
● Page-Title
● Search-Engine
● Search-Query
● Protocol
● Scheme
● Visitor-Indicator
● FlashPlayer-Version
● Geolocation
● Local-Timezone
● City
● State-Province-Region
● Country
● IP
● Accept-Language
● Longitude
● Latitude
● Code
● Campaign Source
 ● Campaign Medium
● Campaign Term
● Campaign Content
● Campaign Name
● Visitor ID
● Name
● Email Address
● Question
● Department
● Embed
● Phone
● Missed Reason
● In Time
● End Time
● Missed Time
● Waiting Time
● Chat Duration
● Last Mail Send At
● Customer Info

Lead Configurations

Adding a new lead

➤ When chatting with a prospective customer, perhaps a customer who

has questions about a trial, you can quickly add the customer as a new
lead, from the same window you are chatting with them from.
 ➤ After you click the “Push to CRM” button, you will see the add
Lead/Contact box. This will prompt you to enter the information for
adding a new Lead, but you can click either Lead or Contact, to switch
between the two add boxes.
➤ When adding a new lead from Zoho SalesIQ manually, it is mandatory
that you enter the visitor’s company name. Here you can also add phone
number, lead status and assign an owner.

Tracking Visitors based on CRM Lead information

Tracking allows the agents to monitor the visitors on your website. It also
allows them to set their predefined conditions to prioritize and route the
visitors into their dashboard to initiate a proactive chat based on Zoho CRM
Lead information.

Routing visitors to your sales rep based on Lead information in Zoho CRM

Lead generated in Zoho CRM can be routed to particular sales rep provided
the assignment rules are defined.
● To route your leads go to Settings, and select the Automation tab.
● Now select the Visitor Routing, and click on the "Add" to set your
required filters.
● Select the required "CRM Lead" from the list, followed by selecting the
fields available for the Leads in CRM.
● Define a "criteria" for your conditions.
● Enter a value for the set condition.
● Add the agents name in the “route to Users” section by clicking on the
 "+" symbol, to get the visitors assigned to your agents.
● To remove the added agents, hover over the agents and click "-" symbol.

Trigger an Action to your CRM Lead

You can now trigger an action to your CRM lead while visiting your website or
accessing any page on your website based on the lead information available
in the Zoho CRM.
To trigger your Lead with an Action, do the following:
● Go to the Settings panel, and click on the Automation tab.
● Now, select the Intelligent triggers option in the automation tab.
● In the “When would you like to trigger to the visitor?” drop-down, select
where would you like to trigger the visitor in your website (on the
landing page or while accessing any page on the website).
● Then select the CRM Lead option from the “Choose a condition and
criteria for the trigger” drop-down. Now select criteria, and provide a
value in the text box.
● Choose a type of action you would like to perform from the “What type
of trigger you would like to use?” drop-down.
● Finally, set the time after which you would like to perform the action in
the “after” text box.

Customizing your priority circles based on lead information

Tracking allows the agents to set their predefined conditions for prioritizing
the visitors into their dashboard based on Zoho CRM Lead information.
● To customize the priority circle, go to "customize" on the right side the
 tracking tab.
● Click on the space below "Prioritize your visitor", select "CRM Lead"
followed by selecting the fields available for the Leads in CRM.
● Define a "criteria" for your conditions.
● Click "Apply".

Viewing your tracked visitor CRM Lead information

On the top right, of your proactive chat window you can find the CRM Lead
information above the visitor page navigation area.
Below are the lead fields displayed in the proactive chat window.
● Company
● Phone
● Lead Status
● Lead Owner
● Lead Source
● Annual Revenue
● No of Employees

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Viewing your Visitor CRM Lead information in the chat window

When you are chatting with a customer, or visitor, who is a Lead in your CRM,
you will be able to see in the quick-view their company, phone number, and
lead status

Updating Lead information to your CRM Custom Fields

Zoho SalesIQ allows you to update the Lead information in the into your Zoho
CRM custom field while you are in chat. All you have to do is to select the
information, which you need to add in CRM.
● Select the information, which you need to add in CRM.
● Click on the “CRM Icon”.
● Select a custom field, where you like to add the information in CRM.
● The selected value will be auto filled into the text box below, you can
edit it as per your need and hit "Save".
● At any time if you like to discard click “cancel”.

Converting a lead to a contact

➤ You can also convert the lead to a potential. You can display the new
potential fields, by clicking the box Create New Potential.
➤ Here, from the same window you are chatting with a lead, you can enter
the new potentials name, the stage the new potential is in, how much
this potential deal represents and when you target to close.
➤ Once you enter this information click the "Covert Lead" button to
 convert the Lead to a contact with the potential information inside your
CRM, which your team can now follow-up with later.

Adding a task to the Lead in CRM

You can also manually create a follow-up task for your Lead in CRM from
Zoho SalesIQ. All you have to do is click on the add task Icon.

Contact configurations

Adding as a new contact

If after chatting a while with a customer, you realize this is a contact from an
existing or new account, who hasn’t been added into your CRM for some
reason, you can easily add them as a new contact while you answer their
questions.
To add a new contact:
● Click on "Push to CRM" button on the right column of the chat window.
● Click "Contact" to display the options for adding a new contact.
● Enter the "Account name" to the contact.
● Phone number for the contact.
● You can also assign the new contact an owner from the drop-down list.
● Lastly create a follow-up task for today, so the new owner can further
connect with the new contact, or even create a new potential.

Tracking Visitors based on CRM Contact information

Tracking allows the agents to monitor the visitors in your website. It also
allows them to set their predefined conditions to prioritize and route the
visitors into their dashboard to initiate a proactive chat based on Zoho CRM
Contact information.

Routing visitors to your sales rep based on Contact information in Zoho CRM.

Contact added in Zoho CRM can be routed to particular sales rep provided the
assignment rules are defined.
● To route your visitor based on the CRM contact information go to
Settings, and select the Automation tab.
● Now select the Visitor Routing, and click on the "Add" to set your
required filters.
● Select the required "CRM Contact" from the list, followed by selecting
the fields available for the Contacts in CRM.
● Define a "criteria" for your conditions.
● Enter a value for the set condition.

● Add the agents name in the “route to agents” section by clicking on the
"+" symbol, to get the visitors assigned to your agents.
● To remove the added agents, hover over the agents and click "-" symbol.

Trigger an action to your CRM Contact

You can now trigger an action to your CRM Contact while visiting your
website or accessing any page on your website based on the contact
information available in the Zoho CRM.
To trigger an action to your CRM Contact, do the following:
● Go to the Settings panel, and click on the Automation tab.
● Now, select the Intelligent triggers option in the automation tab.
● In the “When would you like to trigger to the visitor?” drop-down, select
where would you like to trigger the visitor in your website.
● Then select the CRM Contact option from the “Choose a condition and
criteria for the trigger” drop-down. Now select criteria, and provide a
value in the text box.
● Choose a type of action you would like to perform from the “What type
of trigger you would like to use?” drop-down.
● Finally, set the time after which you would like to perform the action in
the “after” text box.

Customizing the priority circles based on Contact information

Tracking allows the agents to set their predefined conditions for prioritizing
the visitors into their dashboard based on Zoho CRM Contact information.
● To customize the priority circle, go to "customize" on the right side the
tracking tab.
● Click on the space below "Prioritize your visitor", select "CRM Contact"
followed by selecting the fields available for the Contact in CRM.
● Define a "criteria" for your conditions.
● Click "Apply".

Viewing your tracked visitor CRM Contact information

On the top right, of your proactive chat window you can find the CRM Contact
information above the visitor page navigation area.
Below are the contact fields displayed in the proactive chat window.
● Account Name
● Phone
● Contact Owner
● Lead Source

Viewing your Visitor CRM Contact information in the chat window

For a Contact you will get a quick view of the following:

● Account name - the account (Company) that they belong too.
● Phone number – Contact number.
● Owner - who owns this contact.

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CRM Custom Fields
Zoho SalesIQ allows you to update the contact information in the into your
Zoho CRM custom field while you are in chat.
● Select the information, which you need to add in CRM.
● Click on the “CRM Icon”.
● Select a custom field, where you like to add the information in CRM.
● The selected value will be auto filled into the text box below, you can
edit it as per your need and hit “save”.
● At any time if you like to discard click “cancel”.

Adding up a potential value for your contact

➤ You also can potential value for your contact You can display the new
potential fields, by clicking the box Create New Potential.
➤ Here, from the same window you are chatting with a lead, you can enter
the new potentials name, the stage the new potential is in, how much
this potential deal represents and when you target to close.

➤ Once you enter this information click "Save" to add the potential value
for your contact inside your CRM, which your team can now follow-up
with later.

Adding a task to the contact in CRM

You can also manually create a follow-up task for your contact in CRM from
Zoho SalesIQ. All you have to do is click on the add task Icon.
Potential Configuration

Tracking Visitors based on CRM Potential information

Tracking allows the agents to monitor the visitors in your website. It also
allows them to set their predefined conditions to prioritize and route the
visitors into their dashboard to initiate a proactive chat based on Zoho CRM
Potential information.

Routing a visitor to your sales rep based on the potential value in Zoho CRM

Visitors can be routed based on the potential value to particular sales rep
provided the assignment rules are defined.
● To route your visitor based on the CRM Potential go to Settings, and
select the Automation tab.
● Now select the Visitor Routing, and click on the "Add" to set your
required filters.
● Select "CRM Potential" from the list, followed by selecting “No of Open
Potentials” or “Revenue in pipeline”.
● Define a "criteria" for your conditions.
● Enter a value for the set condition.
● Add the agents name in the “route to agents” section by clicking on the
"+" symbol, to get the visitors assigned to your agents.
● To remove the added agents, hover over the agents and click "-" symbol.

Trigger an action to your CRM Potential Customer

You can now trigger an action to your CRM Potential while visiting your
website based on the information available in the Zoho CRM.
To trigger an action to your CRM Potential, do the following:
● Go to the Settings panel, and click on the Automation tab.
● Now, select the Intelligent triggers option in the automation tab.
● In the “When would you like to trigger to the visitor?” drop-down, select
where would you like to trigger the visitor in your website.
● Then select the CRM Potential option from the “Choose a condition and
criteria for the trigger” dropdown. Now select criteria, and provide a
value in the text box.
● Choose a type of action you would like to perform from the “What type
of trigger you would like to use?” drop-down.
● Finally, set the time after which you would like to perform the action in
the “after” text box.

Customizing the priority circles based on the potential value in Zoho CRM

Tracking allows the agents to set their predefined conditions for prioritizing
the visitors into their dashboard based on Zoho CRM Potential information.
● To customize the priority circle, go to "customize" on the right side the
tracking tab.
● Select "CRM Potential" from the list, followed by selecting “No of Open
Potentials” or “Revenue in pipeline”.
● Define a "criteria" for your conditions.
● Enter a value for the set condition.
 ● Click "Apply".

No. open Potential - Number of potential available for a contact not in "
Closed won" stage.
Revenue in pipeline - Potential value for a contact.

Viewing your tracked visitors CRM Potential information

On the top right, of your proactive chat window you can find the CRM
Potential information above the visitor page navigation area.

Viewing your Visitors potentials information in your chat window

You will also get a quick view of the potential information. As an existing
customer with an established relationship with your company, these details
can help you provide better support.

Updating your visitor data from your chat widget to CRM custom field

If the custom filed name in the Zoho SalesIQ chat widget matches with the
Custom field in the CRM, Zoho SalesIQ updates those data directly into your
CRM in real time.
Click here to know more on adding custom fields in chat widget using
JavaScript APIs.

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Visitor Type In CRM

Tracking Visitor based on Visitor type in CRM

Tracking allows the agent to monitor the visitors visiting your website. It also
allows them to set their predefined conditions to prioritize and route the
visitors into their dashboard to initiate a proactive chat based on the Visitor
Type in CRM.

Routing visitors to your sales executive based on Visitor type in Zoho CRM

You can route your website visitors to your sales executives based on the
visitor type information that is available in the Zoho CRM.
● To route your visitors go to Settings, and select the Automation tab.
● Now select the Visitor Routing, and click on the "Add" to set your
required filters.
● Select "Visitor Type in CRM" option from the list, followed by selecting
the fields available for the Visitor Type in CRM.
● Add the agents name in the “route to agents” section by clicking on the
"+" symbol, to get the visitors assigned to your agents.
 ● To remove the added agents, hover over the agents and click "-" symbol.

Customizing your priority circles based on Visitor Type

Tracking allows the agents to set their predefined conditions for prioritizing
the visitors into their dashboard based on Zoho CRM Visitor Type.
● To customize the priority circle, go to "customize" on the right side of
the Visitors Online tab. The “Prioritize your visitors” window will then
appear.
● Select the "Visitor Type in CRM" option, followed by selecting the fields
available for the visitor type.
● Define a "criteria" for your conditions.
● Click "Apply".

Trigger an action to your Website Visitor

You can now trigger an action to your CRM Visitors while visiting your website
based on the visitor information available in the Zoho CRM.
To trigger an action to your Visitors, do the following:
● Go to the Settings panel, and click on the Automation tab.
● Now, select the Intelligent triggers option in the automation tab.
● In the “When would you like to trigger to the visitor?” drop-down, select
where would you like to trigger the visitor in your website (on the
landing page or while accessing any page on the website).
● Then select the Visitor Stage in CRM option from the “Choose a
condition and criteria for the trigger” drop-down. Now select criteria,
 and provide a value in the text box.
● Choose a type of action you would like to perform from the “What type
of trigger you would like to use?” drop-down.
● Finally, set the time after which you would like to perform the action in
the “after” text box.

Viewing the data from Zoho SalesIQ in CRM

Viewing chat transcripts as attachments inside your CRM

If you configure your Zoho SalesIQ to push completed chats as transcripts

into CRM, you can view all your chats with Leads and Contacts inside of your
CRM. When you view a Lead or Contact, scroll down to the attachments
section and you will see each chat , listed with the chat subject as the file
name, in PDF form. Click these transcripts, and choose either Open or
Download, to either view or download the transcripts for review.
Lead Source as chat

See how many leads you are adding through your Zoho SalesIQ, and view and
search by lead source—in this case you will see chat as the source.

Notes (auto-added) and manually added

● Each time you chat with a Lead or Contact, Zoho SalesIQ will
automatically add a note for this chat—including who they had the chat
with, their visit ID, when the chat was, and the question they asked as
the initial subject.
● A note will also be automatically added for customers whose attempts
 to initiate chats with your Zoho SalesIQ are missed.
● You can also manually add notes directly from the notes section in
Zoho SalesIQ, which when on a Lead or Contact, will push these notes
directly to CRM so the rest of your team can learn more about your
Customers and visitors.

Follow-up tasks

When your Zoho SalesIQ creates a follow-up task, either automatically, or

manually, you can see these tasks yet to be completed in the Open Activities
section in each Lead or Contact’s detail page inside CRM. Here you will see
the tasks subject “Zoho SalesIQ chat session follow-up” followed by the
subject of the chat, the activity type—tasks, the status and the due date. You
can also see the owner of this task.

CRM - Visits

How to view your website visitors in Zoho CRM?

You can now view the visitors visiting your website in the “Visits” tab of Zoho
CRM. When a visitor visits your website and the identity of the visitor is
captured then the details of the visitor will be listed in the Visits tab. If the
visitor had a chat conversation with the sales representative then the Chat
transcript will also be attached.

List View

Some predefined list views are provided for the Visits tab, clicking on which
will change the view of the list. They are:
● All Visits
● Today's Visits
● Top Visits
● Today's Top Visits
● Visits by Leads
● Visits by Contacts
The List view can also be changed by clicking on the Edit option that appears
near the drop-down in the left corner.

Default Information available in the Visits tab

The General Information section details the visitor information like Visited By,
Visitor Page, Time Spent, etc. These fields are non-editable.

The following Visitor’s information is available in the General Information

section.

Field Name Description

IP Address IP address of the visitor who visited the web page.

VisitedBy Name of the Lead or Contact who visited the page. Based
on the integration settings in Zoho SalesIQ, new visitors
will be added as Leads or Contacts.

Visited The web page visited by the visitors.

Page
Time Spent Number of minutes spent by the visitor on the web
(Minutes) page(s) in a single visit.

Referrer It is the URL of the page that directs visitors to your web
page. This field gives the URL of the page that the person
was on before visiting your page.

User Details on the browser, operating system, etc. used by the

Agents visitor.

Attended Name of the user who contacted the visitor via chat
By option in your web page.

Visited The URL of the web page that was visited.

Page URL

Browser The browser in which the web page was accessed.

Visitor The visitors are categorized into these types: Customer,

Type Potential, Leads, Contact, and Unknown.

Revenue Revenue till date, from the customer.

Visited Date and time of the visit.

Time

Search The search keyword that listed your web page as one of
Keyword the search results and brought the visitor to the page.
 Search Name of the search engine where the keyword was used
Engine to search.

Operating Operating system of the visitor's computer/laptop.

System

Notes and Attachments

The chat conversations of the visitor with the agent will be attached to the
Attachments section. You can download the chat transcript as a PDF file and
view the conversation. You can also note down the important points to be
remembered in the Notes section.

Actions Performed

The following details of the customer can be viewed in the Action Performed
section:
● Action Type- Displays any one of the following action:
○ Accessed
○ Navigation
○ Chat
● Actions - Title of the web page or the page’s URL.
● Time Spent - Number of minutes spent by the visitor on the web page(s)
in a particular visit.
● Action Performed Time - Date and time when the action was performed
in the web page.