Live Chat Visitor Details
Give the team useful context about the visitor’s page, location and device.
In the CRM: Conversations → Live Chat → Visitor details
Understand the question in context
A visitor’s message is easier to answer when the adviser knows which service page they were reading. Live Chat can include website and page context alongside the conversation, with additional details selected by the account owner.
Select the website and open Visitor details. Choose the information useful to your business, review the Privacy notice and Save changes.
Choose the details your team needs
| Option | How it helps |
|---|---|
| Country, state & city | Show approximate location with a country flag, useful when discussing service areas or appointment timing. |
| Visitor IP address | Include the connection’s IP address in visitor details. |
| Browser & OS signature | Include available browser and operating-system versions, device type, language and timezone. Useful when helping a visitor use your site. |
| Referring page | Include the referring page when the browser supplies it, helping explain how the visitor arrived. |
| Privacy notice | Explain the selected collection to visitors in the pre-chat introduction. |
Use the details during a conversation
Open the visitor’s conversation in the Inbox. Use View more to expand the available context, including the entry page, current page, referring page and time on the site before the first message when those details are available.
Location is approximate. A mobile connection or VPN can place the visitor in a different city. Ask the visitor to confirm the service address when that matters for the enquiry.
Page addresses omit query strings and fragments. Browser privacy controls can also affect which referrer or device details are available.
Make the reply relevant to the visitor
For a visitor coming from a kitchen-remodeling page, the adviser can start with the project rather than asking which service they mean. If the visitor is on an appointment page, the team can help them choose a consultation time.
Use website Analytics for overall traffic trends and the individual conversation’s View more link for that visitor’s available context. They answer different business questions.