An operator in Zoho SalesIQ is a team member (sales rep, support agent, or chat specialist) who is logged in and available to respond to live chat conversations. Operators appear in the visitor list view, respond to incoming chats, and can initiate proactive chats with high-priority visitors.
Operators can set their status to Online (available to receive chats), Away (temporarily unavailable), or Offline (not accepting chats). When all operators are offline or at capacity, chats are handled by bots or routed to offline message collection.
Zoho SalesIQ tracks key metrics per operator: response time, resolution rate, chat volume, average chat duration, and customer rating. These metrics are available in operator performance reports and help managers identify coaching needs and recognise high performers.
An Operator handles live chats, manages conversations, and uses the chat dashboard. An Administrator has all operator capabilities plus access to account-level settings: adding users, configuring channels, managing bots, adjusting routing rules, and viewing all reports. In small teams the same person may hold both roles, but in larger deployments they are separated.
By default, Operators see conversations assigned to their department and their own active chats. Administrators and supervisors can be granted access to all conversations across departments. The exact visibility is controlled by the role assigned to each operator in the SalesIQ account settings.
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