Zoho SalesIQ: Live Chat and Visitor Tracking Guide

Zoho SalesIQ is a live chat and visitor tracking tool that sits on your website. For Indian businesses, it shows who is browsing your site in real time, lets you engage visitors via chat, and qualifies leads automatically before they reach your sales team.

What SalesIQ Does

SalesIQ adds a chat widget to your website. Behind the widget is a visitor tracking engine that shows: which pages a visitor is viewing, how long they have been on the site, which city and company they are from (based on IP), and whether they are a returning visitor. It also captures the visitor’s referral source, so you can see whether they arrived through organic search, a paid campaign, or a direct link.

Live Chat for Sales and Support

When a visitor starts a chat, it routes to an available agent based on rules you configure: route to sales if the visitor is on the pricing page, route to Zoho Desk for customer support if they are on the help page. Agents respond from the SalesIQ dashboard, the mobile app, or directly from Zoho CRM if integrated.

Setup takes under 10 minutes. After signing up, Zoho SalesIQ gives you a JavaScript snippet to paste into your website’s header. If your site runs on WordPress, a dedicated SalesIQ plugin installs the snippet without touching code.

Configure the widget’s appearance under Settings > Appearance: match the widget colour to your brand, set a greeting message such as “Hi, how can we help you today?”, and add agent photos to personalise the chat window. For Indian B2B sites, showing a local phone number alongside the chat option adds to trust and conversion.

Add team members as operators to decide who handles chats, and set each operator’s availability hours. When no operator is online, SalesIQ can show a “Leave a message” form or route the chat to a bot, so visitors always have an engagement point instead of leaving without a response.

Zobot: Automated Chat Without Agents

Zobot is SalesIQ’s chatbot builder. Create conversation flows that handle common queries: pricing questions, demo booking, feature inquiries. Zobot qualifies the visitor (asks for name, company, requirement) and creates a lead in Zoho CRM before handing off to a human agent. This means your sales team only talks to qualified prospects.

Zobot can also answer common questions automatically by pulling from your knowledge base or FAQs. For an Indian SaaS company or Zoho reseller like Aaxonix, that might mean handling questions like “What is the price for Zoho CRM in India?” or “How long does implementation take?” without an agent getting involved. Questions the bot cannot handle are escalated to a human agent with the full chat context preserved, so the visitor does not have to repeat themselves.

For after-hours coverage, configure Zobot to collect the visitor’s name, email, phone number, and query when no agent is available. This creates a lead record in SalesIQ and, if the Zoho CRM integration is active, a Lead in CRM as well. The sales team picks up the missed chat as a task in their queue the next morning.

Visitor Scoring and Alerts

Score visitors based on behaviour: 10 points for visiting the pricing page, 5 points for viewing a case study, 20 points for returning three times. When a visitor crosses your score threshold, alert the sales team. A high-score visitor on your pricing page is a hot lead that deserves immediate outreach.

You can also assign negative scores, for example -5 points for visiting the careers page, to keep job seekers from skewing your hot-lead alerts. Once a visitor crosses the threshold, the assigned sales rep can choose to reach out proactively rather than wait for the visitor to start the chat.

For an Indian B2B business, this scoring is what turns raw traffic into a signal: a visitor from a prospect account in Mumbai who has read your pricing page three times in a week is a much stronger candidate for outreach than a first-time visitor on the blog.

CRM Integration

SalesIQ pushes qualified chat leads directly into Zoho CRM with the full chat transcript attached. The sales rep sees what the prospect asked about, which pages they viewed, and what the chatbot already collected, no cold outreach needed.

The integration also works the other way: once connected, SalesIQ automatically identifies visitors who are already leads or contacts in Zoho CRM. Their name and deal stage appear right in the SalesIQ dashboard, so an agent can open a proactive chat with something specific, such as “I see you’re reviewing our enterprise plan, can I answer any questions?” instead of a generic greeting.