11 Years On, SalesIQ Isn't Just A Chat Tool Anymore
- Erica Tamparong
- Jul 8
- 4 min read
It’s been 11 years since SalesIQ was first launched. What started as a simple live chat tool has grown into something much bigger, quietly evolving into a platform that helps teams not only talk to their customers but actually understand them. From tracking, monitoring, to smart automation—SalesIQ has moved with the times.
And now, it’s taking another leap. With the latest updates announced this last week of June, we’re not just looking at new features, we’re looking at the next chapter of how teams engage, support, and scale.
Let’s take a closer look, because it’s about to change the way we work.
Contents:
Everything You Need to Know About Zoho SalesIQ’s New Features
New Widget Personalization
You can now add announcements to keep users informed, include links that guide them to what matters, and even start social chats to drive real-time engagement, all from the same place.
Chat Whisper
Your live agents can now chat internally while a conversation is ongoing, without the visitor ever seeing it. It’s a simple way to get quick support from teammates, without stepping away or slowing things down.
New Bot Features
Bot Templates
You don’t have to build from scratch anymore. SalesIQ will now offer a library of ready-to-use templates tailored to different industries and use cases, so you can launch faster and focus on refining instead of reinventing.
Bot Import or Export
Have you been managing multiple bots across teams or portals? You can now export your bots and reuse them elsewhere, or pull in bots from your internal library.
Bot Flow Analytics
With this update, we can finally stop playing the guessing game. The builder now shows exactly where users drop off and how your bot performs at every step. You’ll get the clarity you need to fix what’s not working.
AI Enhancements
Zia Writing Assistant + Chat & Call Summary
When agents hit a wall, Zia can now step in to offer smart, contextual suggestions to help them reply with confidence. And once the conversation ends, a quick summary captures the key points, so there’s no need to dig through transcripts to remember what was said.
AI Tag Generation
SalesIQ can now automatically tag conversations based on what’s being said. It helps keep things organized and gives bots better context over time.
GenAI in Answer Bot
Answer Bot is now powered by GenAI. It uses your existing help articles and FAQs to give more helpful and accurate replies.
Smart Suggestions - Zia, ChatGPT Models, ChatGPT Assistant
Operators will now see real-time suggestions powered by Zia and ChatGPT. It can pull information from both SalesIQ and Desk, depending on where the answer is stored.
ChatGPT Assistant Inside Codeless Bot
There’s now a built-in assistant inside the bot builder. It helps shape responses based on what your business actually needs to say, with no coding required.
Workflow Automation
SalesIQ now lets you automate actions across the entire chat lifecycle, whether it’s before, during, or after a conversation. You can also set up logic with conditions to guide those actions, helping your team reduce manual steps and stay focused on what matters.
Messaging Channels Get A New Upgrade
WhatsApp Enhancements
You can now reopen chats using WhatsApp templates, which makes following up easier without starting from scratch. Utility and marketing messages can be sent at scale, and you can broadcast updates to specific audience segments when it matters.
SalesIQ also supports proactive messages, so your team can start the conversation instead of waiting for it. AI is also in the mix: OpenAI helps shape better responses, especially in more complex queries.
Instagram Story Replies
Replies to Instagram Stories now show up directly in SalesIQ’s inbox. That means your team won’t miss them or have to juggle between platforms, just one inbox, all in one view.
Shared Upgrades Across All Channels
Appointment scheduling is now available right inside WhatsApp, Telegram, and Line, thanks to integration with Zoho Bookings.
And to help maintain professionalism across public-facing chats, profanity management is now built into all major channels: WhatsApp, Facebook, Instagram, Line, and Telegram.
Mobilisten Update
SalesIQ’s mobile SDK (Mobilisten) now supports voice calls directly inside your mobile app, giving users and support teams a way to talk without switching platforms. There’s also better control under the hood: profile-based permissions make sure access is given to the right people only, keeping things more secure without adding complexity.
New Integrations
SalesIQ now works even more closely with other Zoho apps. With Bigin, smaller teams can keep customer conversations tied to CRM activity, without needing complicated setups. And with the new Lens integration, support teams can now see what users see and guide them in real time, straight from their phones.
Agent Mobile App Enhancements
A lot more can now be done without switching to a desktop. Agents can take calls, respond to chats mid-call, and even transfer conversations, all from the mobile app. WhatsApp templates are also available on mobile, and the AI tools that support your web conversations—like writing help, summaries, and smart tags are now built into the app as well. It’s a quieter update, but one that makes mobile work more practical and complete.
Final Note
Hearing all these changes for the first time can feel like a lot, and that’s completely valid. But these aren’t just updates for the sake of change. They’re real upgrades that improve how we work, how we support others, and how we move through our day-to-day. These features are built to reduce friction and help teams stay focused on what matters most.
If you’re already using SalesIQ, it’s worth taking a closer look. Some of these updates might quietly reshape the way your team works, for the better.
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