A chat widget is embedded on your website using a code snippet. When a visitor starts a chat, Zoho Desk routes it to an available agent based on assignment rules. If no agent is available, the visitor can leave a message that creates a ticket.
Every live chat session in Zoho Desk creates a ticket. The chat transcript becomes the ticket’s conversation history. This means agents handling follow-up queries have full context from the original chat session.
For advanced live chat features, Zoho Desk integrates with Zoho SalesIQ. This integration provides visitor tracking, proactive chat triggers, and chatbot capabilities, all feeding into Zoho Desk tickets.
The live chat channel lets customers communicate with support agents in real time via a website chat widget. Each chat session is saved as a Zoho Desk ticket with the full conversation transcript.
When no agent is online, the visitor can leave a message. Zoho Desk converts this into a ticket and notifies agents to follow up by email or when they are next available.
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