Lesson 1 : Setting up visitor and operator chat window (portal

settings)

How to Access the Zoho SalesIQ Portal Settings?

1. In the Settings -> Portal Settings section, you can find your portal
configuration options.
2. Switch any of the options On (Green bar and a tick Symbol) or Off (Red
bar and a - symbol) by clicking whichever icon is currently displayed.
3. Any changes you make in this section will apply across your entire
SalesIQ portal, including all operators, departments and websites
(embeds.)

The Operator Chat Window Settings

Here, you can configure what information you would like to show in the
operator chat window. Navigate to Settings > Portal Settings > Operator Chat
Window Configuration. You can enable/disable the following settings in the
operator chat window.

1. Show typing status to visitor- Share the operator's typing status with
the visitor
2. Send file to visitor - Allows your operator to share files across chat with
your customers
3. Share URL - Allows your operator to share a URL with the visitor during
a chat session
4. Email Visitor Information - Allows your operator to share customer
information like region, browser details etc. via e-mail
5. Google Translation - Allows your operator to get an visitor message
instantly translated to operator language and Vise Versa through google
translation.
6. Allow screen sharing - Screen sharing option will be enabled in the
operator’s chat window, thus allowing the operators to share their
screens with the visitors.
7. Audio call - Once enabled, the operator’s of your firm can avail the audio
call feature in their chat windows.
8. Visitor Chat transcript- This option will send the Chat transcript to the
Visitor on completing the chat session, Automated, Manual, Both and
None are options given by Zoho SalesIQ for sending the Visitor chat
transcript.
○ Automated – Chat transcript will be sent to the visitor
automatically on ending a chat session.
○ Manual – Allows the visitor to manually send the chat transcript
on completing the chat session.
○ Both – The visitor can send the chat transcript manually on
completing chat session, however the visitor will also get an
automated chat transcript on selecting this option.
○ None – The visitor will not have an option to get the Chat
transcript.
Operator Availability Configuration

Zoho SalesIQ allows the administrator to control the operator chat activity
and the idle timeout.

1. Treat idle operators as offline - Zoho SalesIQ allows the administrator to

control the idle time of an operator. This enables the chat widget to go
offline after a certain time, when the operator is not available leaving
the Zoho SalesIQ logged in.
2. Set operator idle time - You can now select a time from the list to set
the inactive period for an operator to set the status to idle.
3. Operator Concurrent chat Limit - This configuration allows you to set
the maximum number of concurrent chats for an operator at a
particular time. On reaching the limit the operator status will be
changed to engaged.

Portal Email Configurations

Other portal settings configure the e-mail communications your Zoho SalesIQ
can automatically send, to keep you, your operators, and others in your
company informed of important data from your support operations.

To access and edit your email configurations:

1. In the Settings -> Portal Settings section, scroll down to the Email
Configuration section.
 2. For each configuration, click the e-mail address field to edit the specific
address. Or click the check mark icon on the right of each section, to
disable a specific e-mail configuration.
The From E-mail Address – Define an e-mail address in the Choose Your From
Email Address to be Displayed which you want to display while sending
emails from Zoho SalesIQ such as replying to visitor's missed chat, Daily
Statistics, Chat Transcript once a support session is completed, Missed
Visitor Notifications and Visitor Feedback.

You have three different options, you can choose any one of the option to be
your default From email address for replying your visitors:

● Operator: The operator individual Email address will be used as the

From Email address, while replying the visitors.
● Company: The Company Email address will be used by all the operators
for replying the visitors. Choosing this option will open the Configure
your From Name & Email Address section, enter the Company name and
company email address.
● Both: The operator can choose between their own Email address and
the company email address to reply the visitors. Choosing this option
will also open the "Configure your From Name & Email Address" section,
enter the Company name and company email address.
● Navigate to Settings > Portal Settings > Data privacy configurations,
and enable General Data Protection Regulation.
● You can choose to keep the data privacy configurations as per your
wish, and we have given the following opt-in/opt-out options for you:
 ○ Protect sensitive data during exportation
○ Notify the visitors that your site uses cookies
○ Notify the terms and conditions document to the visitors before
they initiate a chat
○ Mask visitor IP addresses

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Without any configurations, we also protect the visitor data by:

● Notifying the visitor, when the operator uses the Google Translation to
translate the chat.
● Double opt-in option, to confirm that the visitor sends the chat
transcript to the right email address.