Who is asking

Know who is asking before you answer.

Beside each conversation, the Inbox shows where the visitor came from, where they are, what they browse on and what they did on your website, because the chat and the analytics come from the same script.

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A conversation in the Inbox on the demo website: a visitor viewing /pricing asks whether the product works on more than one website, and beside it their source (LinkedIn), location (London, United Kingdom), device (Desktop, Safari), one visit, and the pages they viewed before asking. Made-up data.

The same conversation in the Inbox on a phone, with the visitor shown online. Made-up data.

Beside every conversation.

Right now: Online or away, and the page they're on this minute, or the last one they were on.
Source: Where their latest visit came from, or Direct.
Location: City and country, worked out as the visit arrived; IP addresses aren't stored.
Device: The device type and browser of their latest visit.
Visits: How many times they've been on the website.
Recent activity: Newest first: the pages they viewed, goals they completed, links they clicked away, payments, and where each visit came from.

Where the conversation stands.

Above the details: whether it's awaiting your reply or the visitor's and since when, who started it (the visitor, you or a page alert), and buttons for its activity log and the team's internal notes.

Their whole story, one click away.

Click the visitor's name to open their profile: every visit with its source, and each page, goal and payment in order, the same visitor journey the analytics show. A profile also holds the conversation, so you can message someone you noticed in the analytics before they write.

A name or email appears only when the visitor leaves one in the chat or your app identifies a signed-in user. Otherwise the visitor goes by a generated name, such as yellow hippo.

How it works, in detail.

The docs page “Chat with your website visitors” goes through it step by step.

How it works

Limits worth knowing

The details panel shows beside the conversation on wide screens; on a phone, open the visitor's profile instead
Source, location and device are from the visitor's latest visit
With cookieless tracking, a visitor is recognised for a day, so a returning visitor's earlier visits may not be linked

Questions, answered.

What does the Inbox show about a visitor?

Whether they're online and the page they're on, their source, city and country, device and browser, how many visits they've made, and their recent pages, goals, outbound clicks and payments.

Do I need to set anything up for this?

No. The chat bubble comes with the tracking script, so every conversation already has the visitor's analytics beside it. Turning on chat is covered on the live chat page.

How do I see a visitor's name or email?

When they leave an email in the chat, or your app identifies a signed-in user, the Inbox shows it. Otherwise they appear under a generated name.

Can I message a visitor who hasn't written?

Yes. Open their profile from the analytics and write in its chat box. Your message pops up in the chat bubble on your website.

Is the visitor's location exact?

It's the city and country worked out from the visit as it arrived. The IP address itself is never stored.

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