Overview

Integrating your Zoho SalesIQ account with a Salesforce account

1. Login into your “Zoho SalesIQ” account.
   
2. Navigate through Settings -> Integrations -> Other Applications section. 
   
3. Choose "Salesforce".
   

1. You will be redirected to the Salesforce website, where you have to type in the login credentials of the Salesforce account, which you would want to integrate with your existing SalesIQ account.
   
2. Then click on "Log in".
   

1. After which a confirmation box appears, listing out the privileges that you would like to grant that particular SalesIQ account. 
   
2. By clicking on "Allow", SalesIQ will receive an OAuth token from Salesforce. Indicating a successful integration of the two accounts.
   

1. Then you will be redirected back to the Salesforce integration page in your SalesIQ account.
   

1. Integration of Salesforce with Zoho SalesIQ can be done only if you own a paid account of the former (developer edition will also do) as well as the latter. You can also avail this feature during the initial fifteen-day trial of Zoho SalesIQ.
   

1. To use Salesforce's Apex Web Services API, you must be using any of these Salesforce editions (Enterprise Edition/Unlimited Edition/Developer Edition/Performance Edition). The API is enabled by default in these editions.
   
2. Do remember that you can't enable Salesforce integration if you have already associated your SalesIQ with another CRM product, for instance, say, Zoho CRM.
   

Switch Salesforce accounts

1. Navigate through Settings -> Integrations -> Salesforce
   
2. Click on "Change" which you can find right beside the current Salesforce CRM administrator's name.
   

1. You will be redirected to the Salesforce website, where you have to type in the log in credentials of the Salesforce account to which you would want to switch to.
   
2. Then click on "Log in".
   

1. After which a confirmation box appears, listing out the privileges that you would like to grant that particular SalesIQ account. 
   
2. By clicking on "Allow", SalesIQ will receive an OAuth token from Salesforce. Indicating a successful integration of the two accounts.
   

1. Then you will be redirected back to the Salesforce integration page in your SalesIQ account.
   

Disable Salesforce integration with your SalesIQ account

1. Navigate to Settings > Integrations > Salesforce.
   
2. Click on the Disable button, which you can find in the top right corner of the window. 
   

Enable the disabled Salesforce integration with your SalesIQ account

1. Navigate through Settings -> Integrations -> Salesforce.
   
2. Click on the "Enable" button, which you can find in the top right corner of the window.
   

Salesforce integration configurations

Type of visitors to be pushed into your Salesforce account

1. Only Missed – Missed visitors will alone be pushed.
   
2. Only Attended - Visitors who had already been assisted by the users alone will be pushed.
   
3. Only Accessed - Visitors who had browsed through your website alone will be pushed .
   
4. Selecting all  – Will push the entire visitor base of your website to your Salesforce account.
   
5. Selecting None - Visitors will not be pushed into your Salesforce account automatically, yet you can push them in manually.
   
6. Else you can also club two categories of visitor base and push them into your Salesforce account automatically as in "Attended AND Accessed", "Accessed AND Missed" and "Attended AND Missed"
   

Add as Leads or Contacts

1. After choosing the categories of visitor base to be pushed into your Salesforce account. Choose a tag for the filtered visitors which can either be Leads or Contacts.
   

1. Do remember that all the visitors who would fall under the categories that you have chosen would automatically be pushed into your Salesforce account. 
   
2. For creating a lead it is necessary that the field " Company " is associated with a value.
   

Automatically add a follow-up task

Operator responsible for the visitors pushed into your Salesforce

1. Select the operator responsible for the filtered visitors by running through the list of Salesforce CRM operators in the drop-down box right beside the label "Responsible CRM user for new visitors" 
   
2. Else you can choose "Zoho SalesIQ Attender" if you would like to assign the visitors to the operators who have assisted them.
   

1. Do remember that if you choose to assign the visitors to the SalesIQ attender and if they aren't a part of your Salesforce account, then they will be assigned to the Salesforce admin.
   

Pushing your chat transcripts automatically

Choose the Salesforce CRM fields to be displayed inside your SalesIQ account

1. Here choose either one of the tags specified below,
   
1. Contact 
   
2. Lead
   
3. Opportunity
   
2. Then choose the fields which you would like to display inside your SalesIQ account, after which you can drag and drop them into the box right beside the list. Similarly you can choose a bunch of fields for each tag depending upon your requirements. 
   
3. To delete a chosen field, click on that particular field once, a cross icon would appear, click on it to remove.
   

Zoho SalesIQ configurations

Status of missed visitors in your Zoho SalesIQ account

1. If you are planning on pushing your missed visitor base into Salesforce CRM, you get to decide whether you would like to handle the missed visitor chats either in your Zoho SalesIQ account itself or in your Salesforce account. 
   
2. If you would want to handle the missed visitors in your Zoho SalesIQ account, then choose "Keep as missed". On doing so you will be able to handle your missed visitor's chats right away from your Zoho SalesIQ account and close them once you are done. But still your missed visitor base will be pushed to your Salesforce account under the tag name that you had chosen earlier.
   
3. If you would want to handle the missed visitors in your Salesforce account, then choose "Tracked in CRM". On doing so the missed visitor chats will be pushed to your Salesforce CRM where you can assist the visitors via mail and close them when you are done, and the missed visitor chats will be moved to "Chat history" tab in your Zoho SalesIQ account.
   

Departments to which the Salesforce CRM details are to be displayed

1. If you are planning on displaying the Salesforce CRM details to every other department in your firm, then choose "All".
   
2. Else choose "Custom", after which you will be displayed with a list of departments associated with your firm. Choose the desired departments to which you would like to display the Salesforce CRM details by either scrolling over or by searching for a particular department in the search box provided.
   
3. If you would want to remove a particular department from the list of selected departments, then hover over that particular department, delete icon will appear in the right corner. Click on it and you will be done.
   

How to enable visitor tracking in a Salesforce CRM Web Form?

1. Log into your Salesforce account.
   
2. Click on the Setup icon which you can find in the top right corner. (Fourth icon form the left) 
   

1. Onto your left Quick find pane appears, in that type in Web, in the options that appear choose Web-to-Lead.
   

1. In the window that appears choose the fields that you would like to include in your Web-to-Lead form from the list.
   
2. Then specify the return URL. (The URL to which the visitor is to be redirected after submitting the form data).
   

1. Now, click on generate. You will be provided with a HTML code.
   

1. Copy the code and click on Finished.
   

1.  Append the copied code with the visitors tracking code which you can avail from your SalesIQ account.
   
2. Once you are done appending, incorporate this code snippet in the source code of your website or send it to your webmaster.
   

Make sure to append your visitor tracking code within the same scope as that of the web form code.

Integrated information

Utilizing the integrated values and information

Prioritizing the visitors based on Salesforce CRM values

1. Navigate to Visitors online tab.
   
2. Click on "Customize", which you can find in the top right corner of the window.
   
3. Run through the list of filters in the drop-down box which you can find in the top right corner of the window that pops up right beside the label "Sort your visitors by".
   
4. Choose "CRM values". 
   
5. If the conditions associated with the predefined CRM filter seems not to be apt for your requirements, then you can edit the conditions and create your own customized filter by using the predefined CRM options like Salesforce CRM contact, CRM lead, CRM opportunity and Visitor stage in Salesforce CRM to make things function according to your needs.
   
6. Metrics associated with these predefined Salesforce CRM options are as follows:
   
1. Salesforce CRM Lead: Mailing country, Mailing state, Mailing zip, First name etc.,
   
2. Salesforce CRM Contact: City, Company, First name, Country, Annual revenue etc.,
   
3. Salesforce CRM opportunity: Closed won, Closing date, Number of opportunities, Number of open opportunities and Revenue in pipeline.
   
4. Visitor stage: Contact, Customer, Lead, Not available and prospect.
   
7. Once you've chosen an apt metric, you can associate it with an appropriate value(s) by using the association rule like equal to, not equal to, greater than, less than etc., 
   
8. Then click on "Apply".
   

Routing visitors to operators based on CRM values

1. SalesIQ allows you to route the visitor base to the operators of your firm based on the various Salesforce CRM values.
   
2. Navigate to Settings > Automation > Visitor routing.
   
3. Click on Add which you can find in the top right corner of the window.
   
4. Specify a name for the rule.
   
5. Choose a website in which you would like to activate the rule.
   
6. Under "Choose a condition" label, there would be drop down box, clicking on which you will be displayed with a bunch of predefined options, run through it to find the Salesforce CRM values,
   

1. Salesforce CRM Lead.
   
2. Salesforce CRM Contact.
   
3. Salesforce CRM Opportunity.
   
4. Visitor stage in Salesforce CRM.
   

1. Metrics associated with these predefined Salesforce CRM options are as follows:
   
1. Salesforce CRM Lead: Mailing country, Mailing state, Mailing zip, First name etc.,
   
2. Salesforce CRM Contact: City, Company, First name, Country, Annual revenue etc.,
   
3. Salesforce CRM opportunity: Closed won, Closing date, Number of opportunities, Number of open opportunities and Revenue in pipeline.
   
4. Visitor stage: Contact, Customer, Lead, Not available and prospect.
   
2. Once you've chosen an apt metric, you can associate it with an appropriate value(s) by using the relational operators like equal to, not equal to, greater than, less than etc.,  
   
3. Then choose a routine according to which the visitors are to be routed to your operators and then select the operators you would like to assign the filtered visitor base to, by clicking on the "+" icon right beside the drop-down box.
   
4. If you would like to remove a chosen user, then click on the "-" symbol that appears when you hover over that particular user.
   

Routing visitor chats to operators based on CRM values

1. SalesIQ allows you to route visitor chat requests to operators of your firm based on various Salesforce CRM values.
   
2. Navigate to Settings > Automation > Chat routing.
   
3. Click on Add which you can find in the top right corner of the window.
   
4. Specify a name for the rule.
   
5. Choose a website in which you would like to activate the rule.
   
6. Under "Choose a condition" label, there would be drop down box, clicking on which you will be displayed with a bunch of predefined options, run through it to find the Salesforce CRM values,

1. Salesforce CRM Lead.
   
2. Salesforce CRM Contact.
   
3. Salesforce CRM Opportunity.
   
4. Visitor stage in Salesforce CRM.
   

1. Metrics associated with these predefined Salesforce CRM options are as follows:
   

1. Salesforce CRM Lead: Mailing country, Mailing state, Mailing zip, First name etc.,
   
2. Salesforce CRM Contact: City, Company, First name, Country, Annual revenue etc.,
   
3. Salesforce CRM opportunity: Closed won, Closing date, Number of opportunities, Number of open opportunities and Revenue in pipeline.
   
4. Visitor stage: Contact, Customer, Lead, Not available and prospect.
   

1. Once you've chosen an apt metric, you can associate it with an appropriate value(s) by using the relational operators like equal to, not equal to, greater than, less than etc.,  
   
2. Then choose a routine according to which the chat requests are to be routed to your operators and then select the operators you would like to assign the filtered chat requests to, by clicking on the "+" icon right beside the drop-down box.
   
3. If you would like to remove a chosen operator, then click on the "-" symbol that appears when you hover over that particular operator.
   

Configure triggers based on Salesforce CRM values

1. Navigate through Settings -> Automation -> Intelligent triggers.
   
2. In the drop-down box right below the label "When would you like to trigger the visitor", select the instant at which you would like to set the trigger off.
   
3. Once you are done, choose a condition based on which you would like to filter the visitor base of your website. This is where you can utilize the predefined Salesforce CRM options which are, 
   

1. Salesforce CRM Lead.
   
2. Salesforce CRM Contact.
   
3. Salesforce CRM Opportunity.
   
4. Visitor stage in Salesforce CRM.
   

1. Metrics associated with these predefined Salesforce CRM options are as follows:
   

1. CRM Lead: Mailing country, Mailing state, Mailing zip, First name etc.,
   
2. CRM Contact: City, Company, First name, Country, Annual revenue etc.,
   
3. CRM opportunity: Closed won, Closing date, Number of opportunities, Number of open opportunities and Revenue in pipeline.
   
4. Visitor stage: Contact, Customer, Lead, Not available and prospect.
   

1. Once you've chosen an apt metric, you can associate it with an appropriate value(s) by using the relational operators like equal to, not equal to, greater than, less than etc., 
   
2. After which choose a type of trigger that you would like to use and set the time after which you would like to set the trigger off. (Time frame after the user performs a particular configured action)
   

Visitor CRM information

Operator Chat Window

Proactive Window

On a visitor tile

1. Navigate to Visitors online tab.
2. Click on a visitor, visitor tile appears.
3. Onto the right, you would find a pane, in which Salesforce CRM details of that particular visitor will be displayed.
4. If the visitor belongs to the tag "Lead" then following details will be displayed,
1. Company
2. Phone
3. Lead Status
4. Lead Owner
5. Lead Source
6. Annual Revenue
7. No of Employees
5. If the visitor belongs to the tag "Contact" then the following details will be displayed,
1. Account Name
2. Phone
3. Contact Owner
4. Lead source
5. Number of open opportunities
6. Revenue in pipeline
6. You can also view these details in a pane, right beside the user chat window.   
   

 

1. If SalesIQ couldn't find a corresponding value for a particular field in Salesforce CRM, then those fields won't be displayed in the chat window as well as the visitor tile.
   
2. And also only the fields that you chose in the integration section will be displayed, above specified are just the fields that Salesforce CRM generally offers.

Visitor History

In the Visitor history tab

You can also view a visitor's CRM information in the visitor history tab,

1. Navigate to Visitor history tab.
2. Click on a particular visitor from the list displayed.
3. In the window that slides in scroll through down.
4. Beside the Behaviour tab, you would find a tab Salesforce CRM info.
5. Click on it to view the details.
   

Visitor details in Salesforce

 Viewing visitor’s details inside your Salesforce CRM account

If you would want to view detailed information about a visitor rather than just the excerpts, then click on the redirect icon which you can find in the right pane beside the label "Salesforce CRM info". Clicking on which you will be re-directed to your Salesforce account in a separate tab, where you can view and manipulate the details of that particular visitor.

Add visitors to Salesforce

Manually adding visitors to your Salesforce CRM from Zoho SalesIQ

A visitor who did not fall under the categories of visitor base that you had chosen earlier to be pushed into your Salesforce account automatically and seems to be quite prospective can be pushed in manually right away from your chat window. 

1. All that you have to do is click on "Push to CRM", which you can find in a pane onto your right.
2. Then choose the tag of the visitor which can either be a Lead or Contact.
3. Fill in the details asked for :
1. Lead: Company name, status, phone number, assign a lead owner and add a follow-up task if required (Check in the checkbox).
2. Contact: Account name, phone number, assign contact owner, add a follow-up task and create an opportunity for the contact if required. 
4. And click on "Add Lead" or "Add Contact" depending upon the tag that you chose.
   

Do remember that the field "Company" under the tag Lead is mandatory. You can either use JS API .visitor.info() to set Company's name dynamically else you can use Clearbit to identify the visitor's organization/firm that he/she is from using his/her IP address.  

Converting a lead into a contact

Salesforce allows you to convert a CRM Lead into a Contact right away from the chat window,

1. Onto the right of the user's chat window, the particular visitor's CRM information will be displayed.
2. Below which you would find a checkbox saying "Create new opportunity".
1. Check in the checkbox, after which the following fields would appear,
2. Opportunity name
3. Opportunity stage
4. Amount
5. Close date
3. You can add a follow-up task if required by clicking on the Add task icon right before Convert as contact button.
4. Fill in these fields and click on "Convert as contact".
5. If you would not want to add up an opportunity for the lead and straight away convert him/her into a Contact, then just click on "Convert as contact" without checking in the checkbox given. 
   

Add a Lead

1. Opportunity name
2. Opportunity stage
3. Amount
4. Close date
   

Viewing SalesIQ data inside your Salesforce CRM account

1. Click on the  Setup  icon which you can find in the top right corner ( Fourth icon from the left)
   

1. Then click on  Object manager  which you can find in the top left corner beside the  Home  tab.
   

1. In the list of options that appears choose either  Lead  or  Contact .
   

1. Then click on  Page layout,  which you can find in the pane onto your left .
   
2. After which choose a layout from the list that appears.
   

1. Then choose the following specified custom fields,
   

1. Number of chats
   
2. Average time spent
   
3. Visitor score
   
4. Last visited time
   
5. Number of days
   

1. Drag and drop them under the appropriate titles that you would find right below.
   

1. Then click on save.
   

1. Now you can scoot back to view the added details by clicking on a Contact or a Lead under Lead or Contact tab. 
   

Viewing chat transcripts inside your CRM portal

1. Navigating to either Leads or Contacts tab.
   
2. Click on any one of the visitor from the list displayed.
   
3. In the window that appears, you can view the chat transcripts saved in PDF format with chat subjects as the file name onto your right under the label  Notes & Attachments .
   
4. Click on the desired chat transcript, to view it. 
   

Lead Source as chat and website visit

1. To identify the visitors pushed into your Salesforce CRM account right away from your SalesIQ account:
   
2. Check the  Details  column of a particular Lead or a Contact. 
   
3. All the entries with the value " SalesIQ- Chat" or " Website visit " for the field  Lead source  are those that are pushed in from your SalesIQ account.
   

Notes: Auto-added and manually added

1. User's name
   
2. Visit ID
   
3. Time frame of the chat session
   
4. Question brought in by the particular visitor
   

1. This can be done by clicking on the add notes icon, which is the first icon above the label "Visitor info".
   
2. Add a desired note, for future reference.
   
3. Then click on "Save".
   

1. Navigate to either Leads or Contacts tab.
   
2. Click on any one of the visitor from the list displayed.
   
3. In the window that appears, you can view the added notes onto your right under the label  Notes & Attacments .
   
4. Click on one, to view it. 
   
5. 
   

Follow-up tasks

1. Navigate to either the Leads or Contacts tab.
   
2. Click on any one of the visitor from the list displayed.
   
3. Then click on the  Activity  tab.
   
4. A list of upcoming activities will be displayed below the label " Activity Timeline ". And below these activities, all your past activities will be listed down.
   
5. Click on any one of the upcoming activity.
   
6. Details like Assigned to, Subject, Due date, status, due date, from, to, User to whom the activity is assigned to etc., will be displayed.
   
7. To change the status of a particular task click on the drop-down icon right beside the task name, in the options that appear choose  Change status  option.
   
8. You can also avail a bunch of options for manipulating task related data under this drop down icon like edit comments, change priority, change due date etc.,