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Connect your chatbot to Zoho SalesIQ as a webhook bot. The chatbot answers visitors in your SalesIQ chat widget from your content.

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Before you start

  • The chatbot owner is on the Growth plan or above. See Plans and limits.
  • You have the Manager, Admin, or Super Admin role on the chatbot.
  • You can create bots in Zoho SalesIQ, and the SalesIQ chat widget is on your website.
  • Your chatbot is not in a HIPAA workspace. Integrations are not available there. See HIPAA.

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Get your integration URL

1

Open the Zoho SalesIQ card

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Zoho SalesIQ card, click Get Started.
2

Connect

Click Connect. SiteGPT shows an Integration url.
3

Copy the URL

Copy the Integration url. You paste it in SalesIQ in the next section.

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Create the webhook bot in SalesIQ

1

Create a webhook bot

In Zoho SalesIQ, create a new bot. Choose the option that sends messages to a webhook.
2

Choose where the bot works

Give the bot a name. Connect it to the website where your SalesIQ chat widget runs.
3

Paste the integration URL

In the webhook settings of the bot, paste your SiteGPT Integration url as the URL that SalesIQ calls.
4

Publish the bot

Publish the bot so that it answers on your website.
SiteGPT cannot check signatures from Zoho SalesIQ. The secret integration URL protects the connection. Keep the URL private. The Webhook verification section on the Integrations page has nothing to set up for Zoho SalesIQ.

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Check that it works

Open your website, start a chat in the SalesIQ widget, and ask a question. The chatbot sends your welcome message, then replies with an answer from your content.

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How it works in Zoho SalesIQ

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The bot answers first

When a visitor starts a chat, the chatbot sends your welcome message and your conversation starters as suggestions. Then it answers each message from your content. Each answer includes sources, unless you hide them. Under each answer, SalesIQ shows your follow-up suggestions as suggestions. If there are none, it shows your conversation starters. When human support is on, answers that use your content show your Positive Feedback Prompt instead. It also shows 👍 and 👎, unless you hide feedback buttons. If you set new conversations to start in human mode, the chatbot sends only the welcome message. It does not answer. See Set up human support.

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Hand-off to an operator

If Enable Human Support is on and the chatbot escalates a chat, SiteGPT sends the escalation message and asks SalesIQ to transfer the chat to an operator. SalesIQ picks the operator with its own routing rules. See Set up human support. Escalation buttons do not show in Zoho SalesIQ. Follow-up suggestions of the Escalate type are left out. Replies that you send from the SiteGPT dashboard do not go to SalesIQ. Your operators reply in SalesIQ. You can also use the handoff that SalesIQ has:
  • In Zoho SalesIQ, open the settings of your bot and turn on handoff to an operator. Visitors then see Connect with a human? during the chat. You can also choose to hide this option outside business hours.
  • Your operators can join any bot chat at any time with Takeover.

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Optional: keep operator chats in SiteGPT history

The bot works without this step. Do it only if you want operator messages in SiteGPT Chat History. In Zoho SalesIQ, add your SiteGPT Integration url as a webhook for conversation events. Subscribe to these events: conversation created, operator replied, visitor replied, and transfer accepted. SiteGPT then does the following:
  • It saves the visitor’s name and email when a conversation starts.
  • It marks the conversation as escalated when an operator accepts a transfer. SiteGPT sends your escalation notifications.
  • It saves the messages of your operators and the visitor after the chat leaves AI mode.

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After the chat ends

SiteGPT does not get a resolve event from SalesIQ. A new SalesIQ conversation starts a new SiteGPT conversation.

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What the chatbot reads

The chatbot reads the text of a message only.

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Disconnect Zoho SalesIQ

1

Open the integration

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Zoho SalesIQ card, click Manage.
2

Disconnect

Click Disconnect.
In SalesIQ, also unpublish or delete the webhook bot.

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Troubleshooting

  • Check that the webhook URL of the bot in SalesIQ is your SiteGPT Integration url.
  • Check that the bot is published.
  • Check that the chatbot owner’s subscription is active. See Billing.
  • If the chatbot escalated the chat, it stops answering that chat. SalesIQ transfers the chat to an operator. See Hand-off to an operator.
This is expected. Escalation buttons do not show in Zoho SalesIQ.