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A user who hits friction in your mobile app and has to email support is gone 60% of the time. A user who can chat with you in the app, with full context already loaded, converts at 3-4x the rate. Mobilisten is Zoho’s mobile chat SDK that makes that possible without building a chat backend yourself.

What the SDK gives you

Native iOS and Android (and React Native, Flutter) chat widgets. Conversations route to SalesIQ for the agent side. Visitor identity, app screen, and event context attach to every chat. Attachments, voice notes, screen-sharing-via-image all built in.

Integration: 30 minutes of code

// iOS quickstart
import ZohoSalesIQ

ZohoSalesIQ.initWithAppKey("APP_KEY", accessKey: "ACCESS_KEY") { success in
    if success {
        ZohoSalesIQ.registerVisitor(userId: currentUser.email)
        ZohoSalesIQ.setVisitorName(currentUser.name)
        ZohoSalesIQ.setVisitorEmail(currentUser.email)
        ZohoSalesIQ.setCustomAction(currentUser.plan)
    }
}
// Android quickstart
ZohoSalesIQ.init(application, "APP_KEY", "ACCESS_KEY", object : InitListener {
    override fun onInitSuccess() {
        ZohoSalesIQ.registerVisitor(currentUser.email)
        ZohoSalesIQ.Visitor.setName(currentUser.name)
        ZohoSalesIQ.Visitor.setEmail(currentUser.email)
    }
})

Trigger chat by app behavior, not button

A Help button works. A proactive trigger works better. Examples:

  • User opened settings 3x in 5 minutes (configuration confusion) → “Need help finding something?”
  • User started checkout, removed items, started again (cart friction) → “Question about pricing?”
  • User on payment screen for 60 seconds (decision hesitation) → “We’re here if you have questions”

Configure triggers in SalesIQ, send the event from the app:

ZohoSalesIQ.trackEvent("checkout_hesitation", value: "60_seconds_on_payment")

Identity and CRM stitch

Pass the user’s CRM Contact ID (or email) to Mobilisten. SalesIQ resolves to the Contact, agent sees full account context: plan, support history, last 5 activities, lifetime value. No “what’s your account number” exchanges.

Bot-first, human handoff

For 60% of in-app questions, a bot can handle it: “where do I change my password,” “is the service down,” “what’s my plan.” Build flows in Zia answerbot. For unanswered questions or specific intents (cancel, downgrade, billing dispute), hand to human.

Out-of-hours behavior

When no agents are online, do not show the chat as available. Show: “Agents online 9am-6pm ET. Leave a message and we’ll reply by next morning.” Capture email, log as a SalesIQ offline message, route to support inbox.

Push notifications on chat reply

When agent replies and user has the app closed, push notification: “New message from Sarah at YourCo.” Tap deep-links to the chat. Conversion to active chat from push is high.

Chat UI customization

Match the chat widget to your app’s brand. Colors, fonts, avatar. Default Zoho blue feels grafted-on. Five minutes in the SDK config makes it native.

Privacy and data minimization

Do not pass PII to the SDK that the agent doesn’t need. Pass email, plan, lifetime value, last action. Don’t pass full payment history or sensitive health/finance data. Mobilisten supports field-level visibility controls.

Performance: SDK overhead

Mobilisten adds roughly 1.5-2MB to the app bundle. Initialization is async; doesn’t block app launch. Memory footprint is small. Most apps see no measurable performance impact.

Reporting: in-app chat outcome

Track: chats initiated, bot-handled, human-handled, resolved-without-leaving, conversion-after-chat. The last one is the ROI metric: did users who chatted complete the action they were on (checkout, signup, upgrade)?

A/B testing trigger thresholds

Trigger at 30 seconds vs 60 seconds vs 90 seconds. Trigger after 2 settings opens vs 3. Find the friction signature that maximizes proactive-to-helpful conversion. Wrong threshold = annoying chat popup.

What to do this week: integrate the SDK on one screen with one trigger (cart-hesitation is usually highest ROI), measure conversion lift over 2 weeks. Then expand triggers based on data.

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