A conversation in Zoho SalesIQ is the complete record of a chat session, encompassing all messages exchanged between the visitor and operator(s), the visitor’s profile details captured during the session, the chat duration, operator involved, rating received, and any CRM records created from it.
Conversations can be: Active (chat in progress), Queued (waiting for an operator), Missed (unattended), Completed (chat ended by operator or visitor), or Abandoned (visitor left before operator responded). Each state is tracked and reported separately.
All conversations are stored in Zoho SalesIQ’s history, searchable by visitor, date, operator, department, and keyword. For compliance purposes, configure the conversation retention period in settings. When integrated with Zoho CRM or Desk, completed conversations are attached to the relevant contact or ticket record.
A Visit is recorded every time a tracked visitor loads a page on the website. A Conversation is only created when that visitor engages through a chat, call, or message. Many visits occur without a conversation. SalesIQ tracks both, but Conversations represent active engagement events while Visits are passive tracking events.
Yes. If CRM Push is enabled and the visitor is identified (by email or logged-in status), SalesIQ can push the conversation as an activity to the matching Contact or Lead record in Zoho CRM. This gives sales teams a complete interaction history alongside deal and contact data.
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