LIVE CHAT EXCELLENCE WITH ZOHO SALESIQ: TRIGGERS, BOTS, AND ROUTING

Triggers in Zoho SalesIQ automatically start a chat or display a message based on specific visitor behavior. They’re the bridge between passive browsing and active engagement.

Here’s how triggers can work for you:

• Send a welcome message when a visitor spends more than 60 seconds on your pricing page

• Offer help when someone scrolls halfway through a product description

• Re-engage visitors who are about to leave the site with an exit-intent pop-up

• Provide region-specific greetings or promotions based on the visitor’s location

You can create triggers that fit your business flow perfectly. For example, a real estate company can prompt users browsing “Apartments in Amman” with a message like, “Looking for your next home? Our agent can help you right now.”

Tip: In Zoho SalesIQ, triggers can be based on visitor activity, source, or even CRM data, making them incredibly precise.

Bots in Zoho SalesIQ take your engagement to the next level. They handle repetitive questions, qualify leads, and pass on only warm prospects to your team.

There are two main types of bots you can deploy:

• Codeless bots (Zobot builder): Use visual drag-and-drop tools to create conversation flows without any coding.

• Custom bots: Developers can use the SalesIQ script to build advanced bots integrated with your CRM, knowledge base, or booking system.

Practical uses of bots include:

• Greeting visitors after hours and collecting contact details

• Qualifying leads by asking for company size, needs, or budget

• Scheduling demos directly in Zoho Bookings

• Answering FAQs instantly using your Zoho Desk or CRM data

When bots handle the initial conversation, your human agents can focus on higher-value discussions.

Pro Tip: Combine your bot with Zoho CRM fields to automatically create or update leads, saving your sales team time.

Routing ensures that chats are assigned to the right team member based on pre-set rules. In Zoho SalesIQ, routing can be configured by department, skill, geography, or priority level.

For example:

• Sales inquiries go directly to your sales team

• Technical support questions route to your help desk

• VIP clients are sent to senior agents

• Arabic-language visitors are connected to Arabic-speaking agents

This not only improves response time but also ensures that visitors interact with someone capable of solving their problem on the first try.

Routing also integrates smoothly with Zoho CRM, allowing chat transcripts, lead details, and conversation histories to sync automatically.

When you combine all three, the result is a live chat ecosystem that feels effortless for both the customer and your team.

Here’s an example workflow:

1. A visitor lands on your website and spends 45 seconds on the pricing page.

2. A trigger pops up: “Need help choosing the right plan? Chat with us.”

3. A bot greets them, asks a few qualifying questions, and tags the lead as “High Intent.”

4. The chat is routed to the most suitable sales agent, who instantly sees the visitor’s details, previous interactions, and location.

5. The agent closes the sale directly or schedules a demo through Zoho CRM.

In this setup, no message is missed, no lead is left unattended, and every interaction feels timely and relevant.

Zoho SalesIQ offers built-in analytics to track performance at every level. You can measure:

• Number of chats handled by bots vs. agents

• Average response and resolution time

• Conversion rate per trigger or campaign

• Agent satisfaction scores and chat ratings

These metrics help you identify what’s working and where improvement is needed. If a trigger isn’t converting, adjust the message. If a bot is missing key questions, refine the flow.

Bonus: Use Zoho Analytics for deeper insights by connecting your SalesIQ data. You can visualize visitor patterns, sales outcomes, and conversion funnels in one dashboard.