Overview
Overview
The Updated Visitor Context feature enhances the agent inbox by providing richer visitor intelligence in the Customer Context Panel. It displays a detailed activity timeline, geolocation data, device/browser information, and additional metadata automatically available from the database. This upgrade is designed to improve agents' understanding of visitor interactions, helping them deliver more personalized and efficient customer service.
The feature is available on Growth and Professional plans and works automatically, requiring no setup. The contextual insights include the visitor's first interaction, session start time, page visits, message history, handoff requests, assigned agents, and online status.
The Updated Visitor Context feature enhances the agent inbox by providing richer visitor intelligence in the Customer Context Panel. It displays a detailed activity timeline, geolocation data, device/browser information, and additional metadata automatically available from the database. This upgrade is designed to improve agents' understanding of visitor interactions, helping them deliver more personalized and efficient customer service.
The feature is available on Growth and Professional plans and works automatically, requiring no setup. The contextual insights include the visitor's first interaction, session start time, page visits, message history, handoff requests, assigned agents, and online status.
How It Works
How It Works
The Customer Context Panel is part of the Agent Inbox in the dashboard. It operates automatically, providing real-time updates and historical data about each visitor.
Key Information Displayed:
- First Seen: The date of the visitor's first interaction.
- Session Started: When the current conversation began, including entry pages.
- Page Visits: Tracks the entry and current page if different.
- Messages Sent: Number of messages sent by the user.
- Handoff Requested and Assigned: Indicates when human help was requested and when an agent took over.
Visual Status Indicators:
The feature respects IP masking and opt-out settings, ensuring visitor privacy and data protection.
The Customer Context Panel is part of the Agent Inbox in the dashboard. It operates automatically, providing real-time updates and historical data about each visitor.
Key Information Displayed:
- Activity Timeline: Visual representation of the visitor's journey and interactions, including:
- First Seen: The date of the visitor's first interaction.
- Session Started: When the current conversation began, including entry pages.
- Page Visits: Tracks the entry and current page if different.
- Messages Sent: Number of messages sent by the user.
- Handoff Requested and Assigned: Indicates when human help was requested and when an agent took over.
- Visitor Status: Calculated from
last_user_message_at, indicating if the visitor is online, idle, or has left.
Visual Status Indicators:
- Online: Green pulse indicating a message within the last 2 minutes.
- Idle: Yellow indicator for messages sent 2-5 minutes ago.
- Left: Gray indicator for messages sent more than 5 minutes ago, showing "Left X minutes ago".
The feature respects IP masking and opt-out settings, ensuring visitor privacy and data protection.