Zoho SalesIQ
Convert Visitors into Customers with Zoho SalesIQ
Course Brief
Curriculum
Chapter 1: Introduction to Zoho SalesIQ
Lesson 1.1: What is Zoho SalesIQ and Who Should Use It
Lesson 1.2: Key Benefits of Using SalesIQ for Customer Engagement
Lesson 1.3: Understanding the SalesIQ Interface and Navigation
Lesson 1.4: SalesIQ Editions and Pricing
Chapter 2: Foundation and Brand Setup
Lesson 2.1: Creating Your SalesIQ Account and First Brand
Lesson 2.2: Installing the Website Widget Code and Verifying Load
Lesson 2.3: Configuring Departments and Operator Roles
Lesson 2.4: Setting Business Hours, Holidays, and Availability
Lesson 2.5: Privacy, Consent Banner, and Data Masking Basics
Chapter 3: Chat Experience and Widget UX
Lesson 3.1: Customizing the Chat Widget Appearance and Launcher
Lesson 3.2: Pre-Chat Forms, Flow Controls, and Multilingual Labels
Lesson 3.3: Branding for Multiple Sites and Brands
Lesson 3.4: Resource Articles and Self-Service in Widget
Lesson 3.5: Personalizing with Widget APIs and Custom Widgets
Chapter 4: Live Chat Operations
Lesson 4.1: Operator Console Tour and Status Management
Lesson 4.2: Using Canned Responses, Shortcuts, and Transfers
Lesson 4.3: Routing Rules by Criteria and Department
Lesson 4.4: Proactive Triggers and Engagement Rules
Lesson 4.5: Quality Monitoring: Ratings, Whisper Coaching, and Supervision
Chapter 5: Visitor Tracking and Lead Scoring
Lesson 5.1: Real-Time Visitor Tracking Fundamentals
Lesson 5.2: Segments, Smart Lists, and Alerts
Lesson 5.3: Lead Scoring Design and Thresholds
Lesson 5.4: CRM Field Mapping for Contacts and Leads
Lesson 5.5: Using Tracking and Overview Reports to Iterate
Chapter 6: Bots and Automation
Lesson 6.1: Choosing a Bot Platform: Codeless, Scripts, Zia Skills
Lesson 6.2: Building a Codeless FAQ and Qualifier Bot
Lesson 6.3: Action, Input, and Integration Cards in Codeless
Lesson 6.4: Hand-offs, Fallbacks, and Error Handling
Lesson 6.5: Advanced Automation: Scripts, Webhooks, External NLP
Chapter 7: Messaging Channels and Campaigns
Lesson 7.1: Outbound Messaging and Proactive Campaigns
Lesson 7.2: WhatsApp Templates, Broadcasts, and Multi-Number Support
Lesson 7.3: Instagram, Facebook, Telegram, and LINE Connectors
Lesson 7.4: SalesIQ with Zoho Bookings for Appointment Flows
Lesson 7.5: Mobile and TV Apps for Live Monitoring
Chapter 8: Data, Contacts, and Integrations
Lesson 8.1: Contact Timeline, Enrichment, and Segmentation
Lesson 8.2: Native Integrations with Zoho CRM and Bigin
Lesson 8.3: Desk, Campaigns, and Analytics Hand-offs
Lesson 8.4: Exporting Visitor and Chat Data
Lesson 8.5: Using Zoho Flow for Cross-App Automations
Chapter 9: Reporting and Analytics
Lesson 9.1: Overview of SalesIQ Reports
Lesson 9.2: Monitoring Chat Performance Metrics
Lesson 9.3: Tracking Agent Productivity
Lesson 9.4: Creating Custom Reports and Dashboards
Lesson 9.5: Reading Bot Flow Analytics to Improve Conversions
Chapter 10: Security, Privacy, and Governance
Lesson 10.1: Roles, Profiles, and Least-Privilege Design
Lesson 10.2: Consent, Masking, and Data-Privacy Settings
Lesson 10.3: Audit, Retention, and Exports
Lesson 10.4: Compliance: GDPR and Regional Considerations
Chapter 11: Developer and Advanced Features
Lesson 11.1: Website SDK, SPA Considerations, and React Snippets
Lesson 11.2: Mobile SDKs and In-App Voice Calls
Lesson 11.3: Bot Import and Export, Versioning Strategy
Lesson 11.4: API Access and Custom Extensions
Chapter 12: Final Setup Checklist and Ongoing Support
Lesson 12.1: Pre-Deployment Checklist for SalesIQ
Lesson 12.2: Accessing Zoho Support and Pinnacle Resources
Lesson 12.3: Best Practices for Continuous Optimization and Learning
