How does Zoho SalesIQ support hybrid support models (human + bot)?

How does Zoho SalesIQ support hybrid support models (human + bot)?


Info

SalesIQ’s hybrid approach includes:

  • Bot-First Routing: Let bots answer simple queries and escalate complex ones to agents.

  • Workflow Builder: Define when human handoff should occur based on user responses or intent.

  • Agent Monitoring: Human agents can watch ongoing bot chats and intervene if needed.

  • Bot Personalization: Bots can use CRM data to make the conversation more natural.

  • Fallback Handling: Automatically reroute if the bot fails to understand the query.

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