A missed chat in Zoho SalesIQ occurs when a visitor initiates a chat session but no operator picks it up within the configured timeout period, or when the visitor leaves the chat queue before an operator becomes available. Missed chats represent lost engagement opportunities.
Configure a bot to handle conversations during peak periods or after hours so that no chat goes completely unattended. Set up offline message collection as a fallback so visitors can leave their contact details even when operators are unavailable. Monitor missed chat reports to identify patterns — recurring misses at specific times indicate understaffing during those hours.
Zoho SalesIQ records missed chats with the visitor’s details and the page they were on. Operators can follow up with visitors who left an email address through the offline message form. Timely follow-up on missed chats recovers a significant portion of otherwise lost leads.
SalesIQ records missed chats in the Conversations list with the visitor’s details and any information they submitted in the offline or pre-chat form. Agents can open the missed chat record and send a follow-up email directly from SalesIQ, or push the visitor’s details to CRM for a sales follow-up call. Automated follow-up emails can also be configured to trigger immediately after a chat is missed.
A chat is logged as missed when no agent accepts it within the configured timeout period, when all agents are unavailable and the visitor does not submit an offline message, or when the visitor leaves the site before an agent picks up. Reducing missed chats requires either increasing agent availability or improving Zobot deflection to handle more queries before they reach the queue.
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