Lesson 4: Visitor tracking in Zoho SalesIQ

Visitor Tracking Views

Visitors visiting your website(s) can be tracked and prioritized based on the
various criterions set by you. SalesIQ allows you to organize the filtered and
prioritized visitor base data into two forms either you can organize the data
around the priority circles (Ring view) or you can view them in the form of lists
(List view).

Visitor Tracking - Rings View

● In this view, the filtered and prioritized visitor base will be organized
around four concentric rings based on the criterions that you had set in
the Customize option earlier.
● Priority drops from inner through the outer ring.
● Details like, Name or a Random ID assigned to the visitor, time spent by
the visitor on your website and Country from which the visitor is would
be displayed over the rings in the form of small tiles for the visitors who
are currently browsing through your website.
● More importantly, SalesIQ allows you to track a set of predefined
actions performed by the visitors by just having a glance at your priority
rings.
● The visitors who do not match the criterions that were specified by you
would appear as stars outside these priority rings.
Tracking visitor actions on Ring View

As briefed earlier, there are a bunch of predefined visitor actions which can be
tracked in the Ring View, which are as follows :

1. Repeated - A frequent visitor of your website.

2. Contacted - Visitor contacted by the monitoring operator.
3. Responded - Visitor has responded back to the agent.
4. Clicked - The visitor has clicked the live chat widget in your website.
5. Triggered - The visitor has set off one or more triggers that were set by
you.
6. Page navigation - The visitor is navigating between the webpages of
your website.
7. Chat - The visitor had already had a chat session with the operators of
your firm.
8. Country flag - Flag of the country from where the visitor is from.
9. Name - Either the name of the visitor or a random ID generated for the
visitor by SalesIQ.
10. Time - Time spent by the visitor on your website.
11. Cold visitors - Visitors who do not match the priority criterions
that were set by you. These visitors may or may not be pulled into the
priority rings in the mere future.
Visitor Tracking - List View

In this view, the filtered and prioritized visitors would be categorized and
organized into columnar data based on the criterions specified by you in the
Customize option.

Visitor Actions on List View

A set of predefined visitor actions that can be tracked right away from this list
view are as follows :

1. Repeated - " * " symbol denotes a frequent visitor of your website.

2. Contacted - Visitor contacted by the monitoring operator.
3. Responded - Visitor has responded back to the agent.
4. Clicked - The visitor has clicked the live chat widget in your website.
5. Triggered - The visitor has set off one or more triggers that were set by
you.
6. Page navigation - The visitor is navigating between the webpages of
your website.
7. Chat - The visitor had already had a chat session with the operators of
your firm.
8. Country flag - Flag of the country from where the visitor is from.
9. Name - Either the name of the visitor or a random ID generated for the
visitor by SalesIQ.
10. Time - Time spent by the visitor on your website.
Cold Visitors.

The visitors who do not match the criterions that were set by you in the
Customize option are classified as Cold visitors.
Under the Cold visitors tab, the following details will be displayed.
1. Either the name of the visitor or a random ID generated for the visitor by
SalesIQ (The star above the Name/Random ID denotes that he/she is a
frequent visitor).
2. Availability of the visitor (Green-Available, Red-Busy and Orange-Idle).
3. Visitor's landing page on your website.
4. Time Spent by the visitor on your website
5. Number of pages that the visitor had navigated through in that
particular visit.
6. The source of the current visit.
7. Time frame between the last and the Current visit of the visitor.
8. Current webpage where the visitor is, in your website.

Proactive Chat Window

Initiating a chat to your website visitor

● In the Visitors online tab, click on a visitor with whom you would want to
chat.
● Type the message in the text box given, which you can find in the
bottom of the visitor tile.
● Then hit "Enter" or click on the "Send" button right beside the text box, to
send out the message.
Initiating a Chat when Associated with Multiple Department
● In the Visitors online tab, click on a visitor with whom you would want to
chat.
● Type the message in the text box given, which you can find in the
bottom of the visitor tile.
● Then hit "Enter", right after which a drop down box with all the
departments that you are associated with will manifest beside the
textbox.
● Choose the department on behalf of which you would like to send out
this message to that particular visitor.
● Once chosen, either hit "Enter" or click on the "Send" button beside the
text box to send out the message.

Using Canned Messages to Initiate the Chat

● In the Visitors online tab, click on a visitor with whom you would want to
chat.
● In order to access the canned messages that were crafted by you, type
in the character "#" in the message box.
● A list of suggestions would appear above the text box.
● If you are looking out for a specific message then type in a prime
keyword of that particular message right beside the "#" symbol.
● Click on the desired message.
● Either hit "Enter" or click on the "Send" button right beside the text box
to send out the message.
Visitor offline

Do remember that there might be situations where the visitor leaves or closes
his/her browser right after you initiate a chat. Well, in such cases the first sub
tile of the visitor's tile would display a message saying "Visitor left" , and the
message box would display a message saying "Visitor has left your website"
and the send button will be greyed out thus proscribing the operator from
sending out further messages.

Responding to Visitor Replied Chats

If the visitor responds to the message that you had sent out earlier, the visitor
tile would then displays a message "Visitor has replied to this chat". Click on
the Continue button, which you can find at the bottom of the visitor tile, after
which you will be re-directed to the My Chats tab, from where you can pursue
this conversation.

Attending the Waiting Visitors Chat

In situations where we are tracking a particular visitor and apparently that

particular visitor would want to initiate a chat with you and he/she does so,
the first sub tile of the visitor's tile would display a message "Waiting". And
the message box would display the query brought in by the visitor and right
beside which you would find a button saying "Pick up". Clicking on which you
will be re-directed to the "My chats" tab, from where you can pursue the
conversation.
Advanced Visitor Information
In the "Visitors online" tab, click on a visitor to view in depth details about
him/her. The visitor tile appears in which you can view the trail of the visitor
and various other information about the visitor categorized into sub tiles. The
following sections would elaborately explain the kind of information that you
can extract from the visitor tile.

Visitor Availability & Action

The first sub tile would display the availability status and the actions
performed by the visitor at that particular instant.

Visitor availability status:

The availability status of a visitor can be identified by looking at the thin

colour bar right above the first sub tile. Colour codes for the availability status
of the visitors are as follows:
● Green - The visitor is actively browsing through your website.
● Orange - The visitor is idle.
● Grey - The visitor has left your website.

Visitor Action

Top row first sub tile of the visitor tile would display the action performed by
that particular visitor at that particular instant.

● Contacted - The visitor has been contacted by the operator.

 ● Responded - The visitor has replied back to the operator.
● Triggered - The visitor has set off one or more triggers that were set by
you.
● Waiting - The visitor has initiated a chat and it hasn't been picked by any
of the operator yet.
● Accessed - The visitor has landed and is browsing through your
website.
● Clicked - The visitor has clicked the chat widget on your website.
● Missed - Chat initiated by the visitor was not picked by any of the
operators.
● Chat Completed - The visitor had already been assisted by another
operator via chat.

Time on Site

Top row second sub tile of the visitor tile would display the total time spent by
the visitor on your website.

Visitor chats & visits

Top row third sub tile of the visitor tile would display the number of chats that
the visitor has had with your operators in the bygone visits, total number of
visits and last seen status of the visitor.

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Visitor location

Bottom row first sub tile of the visitor tile would display the geo-location as
well as the IP address of the visitor.

Visitor source page

Bottom row second sub tile of the visitor tile would display the page of your
website where the visitor had landed initially. Clicking on this sub tile will
direct you to that particular page in a new tab.

Visitor source

Bottom row third sub tile of the visitor tile would display the souce from
where your visitor has been re-directed to your website as in Ad words,
referral, campaigns, social media and search engine. There might be
situations where the visitor landed on your website by directly typing in your
firm's website URL in such cases this tile would display "Direct".

Tracking Visitor Page Navigation

Onto the right of the of the visitor tile you would find the trail of that particular
visitor as in, the pages navigated through by the visitor with the time spent on
each web page, actions performed, information about the chats that the
visitor has had with the operators like the operator with whom the visitor has
had the chat session and we can also view the chat transcript at any point of
time by clicking on the action that says "Chat completed with <operator
name>"
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1. Time at which the visitor had landed

on that particular web page.
2. Webpage in which the visitor is currently in.
3. Time spent on that particular webpage.
4. "Connected to <operator name>", will be displayed when the visitor chat
request has been accepted by that particular operator.
5. Once the chat session with the operator is over "Chat completed with
<operator name>" will be displayed. Clicking on which you will be
displayed with the entire chat transcript of that particular session.
6. Visitor has left your website.
7. The operator who had last assisted the visitor via chat.
8. The status of the last chat attender.
● Grey – Agent Offline
● Green – Agent Online
● Orange – Agent Idle
● Red – Agent Busy
Other Visitor Information

Onto the top of these sub tiles you would find information like the device used
by the visitor to access your website as in mobile, laptop, etc., name of the
visitor else a unique ID assigned by SalesIQ to that particular visitor, email
address of the visitor if available, country from which the visitor is, browser
used by the visitor and the operating system of the device that the visitor has
used to access your website.
The star symbol above the name or email address of the visitor indicates that
he/she is a frequent visitor of your website.

Customizing Tracking Views

What does "Prioritizing the Visitors" mean?

SalesIQ allows the operators to filter, prioritize and organize the visitor base
routed to them. This can be done by specifying a set of criterions in the
"Customize" tab in the top right corner of the "Visitors online" tab window.
Based on the criterions set by you the visitors will be filtered and organized
around the priority rings in the ring view or as columnar data in the list view.
Doing so, will let your firm target prospective visitors rather than desiccating
the firm's time and resource over visitors who may not be quite profitable.
Priority drops from inner ring through the outer ring in the ring view and from
left through right in the case of list view. More importantly the customization
rules set by a operator is limited to his/her account only.

How to "Prioritize the Visitor"?

● Click on the "Customize" tab. A window pops up.

● The window would show a set of conditions associated with the default
filter "By Time Spent" initially.
● If these conditions are quite apt considering your requirements, then
proceed on click "Apply".
● Else you can click on the drop-down box which you can find in the top
right corner of the window, run through the predefined filters and select
the most apt filter based on your requirements.
● A set of conditions associated with that particular filter would appear, if
apt proceed on and click "Apply".
● After which you can view the number of visitors who currently match
the conditions that you had set for your rings, right above the condition
box for each ring.

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Presets

Zoho SalesIQ provides the operators with four predefined filters, which are as
follows:
1. By Action – Actions performed by the visitor on your website (Eg.,
Accessed, Clicked, Contacted, etc.)
2. By CRM Values – Prioritize based on the CRM Values of the Visitor
(Applicable only for CRM operators)
3. By Last Activity Time – Visitor's last activity time on your website.
4. By Past Chats – Number of chats that the visitor has had before.
5. By Time Spent – Time spent by the visitor on your website.
6. By Visits – Number of visits that the visitor has paid to your website.

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How to create my own filter?

● Click on the "Customize" tab.

● Click once on an already set condition to add one or more conditions to
it, thus clubbing them together to filter out a single class of visitors
 using the binary operators "AND" and "OR".
● Or click twice to edit the base condition itself, choose from a bunch of
predefined options.
● Name the filter created by you by clicking on the pen icon right beside
the caption "Sort your visitors by-".
● After you specify the name for your filter click on "Save" right beside the
text box.
● After which you can view the number of visitors who currently match
the conditions that you had set for your rings, right above the condition
box for each rings.

Predefined Tracking Conditions

Below given are the predefined conditions using which operators of your firm
can customize the priority of the visitor base routed to them,

Condition Description

Browser used by the visitor in the website.

Browser (Values : Apple Safari, Google Chrome, Microsoft Internet
Explorer, Mozilla Firefox, Opera, Unknown)

Country Country of the visitor accessing the website.

Current
URL of the page where the visitor is accessing.
page

Current Title of the page where the visitor is accessing.

page title

Custom
The Custom actions that you have added on your website.
Action

CRM Contact information of your website visitors in Zoho CRM,

Contact Click to know more.

Lead information of your website visitors in Zoho CRM.

CRM Lead
Click to know more.

CRM
Account information of your website visitors in Zoho CRM.
Account

CRM Potential value of your website visitors in Zoho CRM. Click

Potential to know more.

Campaign UTM used to identify a search engine, newsletter name, or

Source other source.

Campaign UTM used to identify a medium such as email or cost-per-

Medium click.

Campaign
UTM used for paid search eg: keywords for the ad.
Term

Campaign
UTM used for testing and content-targeted ads.
Content
Campaign UTM used for keyword analysis to identify a specific
Name product promotion or strategic campaign.

Departme
Department in the chat widget of the website.
nt

IP
IP address of the visitor visiting the website.
address

Landing URL of the page where the visitor have landed in the
page website.

Landing
Title of the page where the visitor landed in the website.
page title

Number
of past Count on number of past chats with the visitor.
chats

Number
of URLs Count on number of URLs visited by the visitor.
accessed

Number
Count on number of visit by the visitor in the website.
of visits

Operating Operating system used by the visitor.

System (Values : Android, Apple iPhone, Apple iPod, Apple
 Macintosh, Blackberry, Kindle, Linux, Microsoft Windows,
Motorola, Nintendo, Nokia, PlayStation, Sun Solaris,
Symbian, Web OS)

Referrer Source from where the visitor is referred from.

Region of the visitor in the website.

Region (Values : Asia Pacific, Canada, Europe the Middle East and
Africa, North America, South America, United Kingdom)

Search Search engine used by the visitor.

engine (Values : Baidu, Bing, Google, Inktomi, Teoma, WebCrawler)

State State of the visitor accessing the website.

Status provided by the system for the visitor.

System (Values : Accessed, Chat Completed, Clicked, Contacted,
status Custom, Missed, Responded, Triggered, Triggered Replied,
Waiting)

Time
Time since last action performed by the visitor in the
since last
website.
action

Time on
Time spent by the visitor in the website.
site

Visitor Visitors availability in the website.

availabilit
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Visitor The type of visitor in your website.

Type (Values : All, New, Returning)

Visitor
Use our JavaScript APIs to set the values.
Info

Web
Embed in the website where he visitor is accessing.
Embed

Advanced To set two or more conditions.

City City from where the visitor is accessing the website.

Visitor
Category of the visitor in CRM.
Type in
(Values: Contact, Customer, Lead, Not Available, Prospect)
CRM

Set criteria based on the trigger status, whether the trigger

Triggered
is invoked or not.
Status
(Values: Invoked, Not Invoked)

Previous URL of an important page, where you like to be intimated if

Page the visitor leaves that page and moves to another page.
 ● Plan downgrade message will be displayed when you attempt to utilize
a predefined option associated with a product (either a CRM or a
Campaign product) integrated with Zoho SalesIQ and the particular
product's account plan has expired.
● Integration disabled message will be displayed when you attempt to
utilize a predefined option associated with a product (either a CRM or a
Campaign product) integrated with Zoho SalesIQ and the particular
product has been disabled in the integrations section.
● If you are in an associate or a supervisor role you will be asked to
contact your admin. Else you will be provided with a direct link to enable
the particular integration or to upgrade it.

Choosing an apt association rule

Following are the set of association rules provided by SalesIQ which can be
used to associate the predefined options specified above with appropriate
values,
1. is equal to
2. not equal to
 3. between
4. is greater than
5. is lesser than
6. begins with

7. ends with
8. contains

Setting up values for the criteria chosen

Once you are done framing the conditions,

choose or specify appropriate values for
them. SalesIQ allows you to associate
multiple values with a single condition.
(Values should be separated by the character
comma ",").

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How to edit, delete, rename and add notes to the filter created by you ?
● To edit the conditions associated with the filter created by you, just
choose that particular filter from the filter drop down box.
● Edit the conditions that you would want to change.
● Once you are done editing a pop up appears asking whether to save this
filter as a new filter or as an existing filter.
● Choose the apt option.
● To delete a filter created by you, click on the settings icon right beside
the chosen filter's name in the top right corner of the window.
● List of filters created by you will be displayed, hover over it a delete icon
appears.
● Click on it to delete it.
● To add notes, hover over the filter name and you would find an icon right
beside the delete icon to add notes, click on it and add a desired note to
that particular filter.
● To disable the filter created by you, uncheck the check box onto the left
of the filter name.

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Hiding Visitors Connected to other Operators

To avoid crowding of your priority rings or priority lists, you can hide the
visitors contacted by other operators of your department. To do so, check in
the check box that you can find at the bottom of the window.

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You can personalize the sound setting for
tracking, when a visitor visits the website and
leaves out.
● Click your name at the top right corner.
● From the drop-down menu click "Personalize".
● The "Personalize" window will pop up. Choose the "Sounds tab" followed
by the "Visitor events".
● The last two in the visitor events will customize the tracking sound
events.
○ Visitor on - board – When a new visitor visits the website
○ Visitor departed – When a visitor leaves the website
● By clicking on the drop-down menu to the right of event name, allows
you to choose from different sound options or choose "None" if you
wish, not to have a sound notification for that particular event.
● Each time you make a change by clicking the name of the sound, the
system automatically saves it to your new choice. Once you have
 chosen which sounds you want for each event, simply click 'X' at the top
right to return to the Zoho SalesIQ operator console window.

Tracking Reports

The Tracking reports section in the Reports module, is a robust dashboard

that gives you a feel about everything in the entire live chat tracking
operations.
You can enter the Tracking Reports module, by clicking “Reports tab” on the
left side of your agent operator console followed by a click on the “Tracking”
tab.

Tracking Summary

The tracking summary line graph displays the overall summary about the
visitor tracking in your website.

● Visits - Count of total visits to the website.

● Contacted - Count on number of proactive triggers initiated by the
agents.
● Responded - Count on chats replied by the visitor on proactive chat
triggers.

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Tracking Analysis

The tracking analysis report lets you view the average number of pages
visited by a visitor and the average time spent by the visitor in a page.

● Page Visits - The average number of pages visited by a visitor.

● Average Time - The average time spent by the visitor in a page.

Website Visitor Analytics

In the final report section you can view the visitors website activity with the
aggregate count. In this view, you can visualize your site visitor activity
across the selected time frame.
● Visits - The total number of visits to your website during the set date
range.
● Unique visitors – Unique visitors refers to the number of unique
individuals that visited your website with the aggregate percentage.
● Contacted - Count on number of proactive triggers initiated by the
agent.
 ● Responded - Count on chats replied by the visitor on proactive chat
triggers with the aggregate percentage.
● Avg Time Spent - The average time spent by the visitors in your site.
● Avg Page Visited – Average number of pages visited by the visitors.
● Total Page Views – Count on total number of pages viewed.
● Total Visitor – Count on number of visitors.

Disabling tracking for your Zoho SalesIQ account

Tracking can be disabled in web embed settings. Follow the below steps to
get your tracking disabled.

● Click "Settings".
● In the Web Embed section, click on the name of the embed, which you
would like to disable tracking.
● Go to "Button Appearance" section, click “Change the Appearance”.
● Disable “Tracking” and click “Save”.

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