Transform Client Engagement with Automated Deal Management: A Chat-Based Solution

Overview: To enhance communication between clients and deal managers, Chat Application implemented a custom chat-based platform. This web-based solution centralized deal management, document sharing, and communication using integrated Zoho technologies.

Business Challenge

• Fragmented Communication: Delays and miscommunication between clients and deal managers.
• Scattered Document Management: Invoices, quotations, and other files were not centralized.
• Manual Deal Tracking: Led to inefficiencies and errors.
• Lack of Integration: No unified system to connect communication, deal tracking, and document storage.

End-to-End Deal Management with Chat Application

To solve these challenges, a custom chat web application was developed that:

• Allowed real-time chat between clients and deal managers (via Zoho SalesIQ).
• Created and managed deals in Zoho CRM.
• Enabled large file uploads using Zoho WorkDrive.
• Used Zoho Catalyst for secure data storage and user authentication.
• Featured a visual deal progress stepper to view deal stage.
• Enabled in-chat payments and file sharing with Accept/Reject options.

Workflow Journey:

1. User Login via Zoho Catalyst
2. Chat Access – View existing or start new deal-specific conversations
3. Deal Creation – Automatically triggered in Zoho CRM
4. File Handling – Controlled upload/sharing via WorkDrive and SalesIQ
5. Deal Tracking – Visual progression through inquiry to completion
6. Payments – Triggered in-chat by deal managers and completed by clients
7. Closure & Archival – Inactive chats auto-close; transcripts saved to CRM

Solution Architecture – Delivered by Elite Tech Global Using Zoho Ecosystem

Step 1: User Authentication (Zoho Catalyst)

• Users log in or sign up using Zoho Catalyst’s native authentication system.
• After successful authentication, users are redirected to the main chat interface.

Step 2: Accessing the Chat Platform

• The Sidebar shows a list of all active chats (each linked to a specific deal)
• Users can:
  • Search chats
  • Logout
  • Click a chat to open it
  • Click “New Chat” to start a new conversation
  • Access WorkDrive

Step 3: Initiating a New Chat & Creating a Deal

• When a user starts a new chat:
  • A SalesIQ chat session is created
  • A new deal is automatically generated in Zoho CRM
  • The chat is linked to the deal for seamless data tracking

Step 4: Deal Association & WorkDrive Setup

• For each deal, a dedicated Zoho WorkDrive folder is automatically created
• The WorkDrive folder is linked to the chat and becomes active if a deal exists
• Clients can upload documents only via this WorkDrive link (not via chat)

Step 5: Real-Time Chat Communication (Zoho SalesIQ)

• Users and deal managers communicate in real-time via SalesIQ
• Catalyst handles message exchanges via HTTP requests (no WebSocket)
• The chat window includes:
  • A real-time message panel
  • A stepper showing deal stage: Automatically updates when deal stage is changed

Step 6: File Sharing and Permissions

• Deal Manager can:
  • Share files (quotations, invoices) in the chat
  • Add the “#q” tag in messages to prompt Accept/Reject options for clients
• Client can:
  • Only upload files via WorkDrive (not directly in chat)
  • Use the WorkDrive link shown in chat only after deal is associated

Step 7: Payment Handling

• The deal manager sends “#p” in chat to generate a payment button
• The client clicks the button to complete the transaction directly in the chat
• Payment link is generated from Zoho Books

Step 8: Automatic Chat Closure Logic

• If a chat is inactive for 1–3 hours, it is auto-closed in SalesIQ
• From the client’s view, the chat stays open
• If a new message is sent in a closed chat, a new SalesIQ session starts (appears continuous to client)

Step 9: Archived Chats and Closed Deal Access

• Closed chats are converted into PDF transcripts
• Transcripts are saved in Zoho CRM linked to the deal
• Clients can access previous chat histories and attachments for any closed deal

Step 10: Complete Workflow Overview

1. Login – User logs in via Zoho Catalyst
2. Navigate – Redirected to chat dashboard
3. Start Chat – New chat creates a CRM deal & SalesIQ session
4. Upload Files – Deal-linked WorkDrive folder activated
5. Chat & Track – Real-time communication + deal stage tracker
6. Share Files – Managers share in chat, clients upload via WorkDrive
7. Trigger Payment – Manager sends “#p” to prompt payment
8. Close Chats – Inactive chats auto-close; reopen triggers new session
9. View History – Archived chats available in CRM for future reference

Conclusion

By integrating Zoho’s powerful ecosystem, Chat Application developed a seamless, efficient, and client-centric chat application. The platform automates communication, deal tracking, and document management while maintaining a personalized touch, fostering stronger client relationships, and ensuring smoother project execution.

With real-time chat, automated deal management, and secure file sharing, Chat Application has enhanced transparency, accelerated decision-making, and significantly boosted client satisfaction.

Ready to Transform Deal Engagement?

Partner with Elite Tech Global to implement a Zoho-powered chat system that enhances communication, document sharing, and payment processing.

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