Feature
See who is on the site right now
A live list of everybody on the site: the page they are reading, how long they have been there, and the search or link that brought them.
Where they came from
Referrer and landing page for each visitor, so a support conversation can start from what they were actually looking for.
Start the conversation
An operator can open a chat with any visitor in the list rather than waiting to be asked.
Or let the widget do it
Set an invitation to appear after a visitor has been on a page long enough to have a question, with your own wording.
On every paid plan.
How it works
Seeing the people who have not said anything
Every visitor, not every member
The member list shows who joined the chat. This shows who is on the site, which is a much larger number and includes everybody who has not decided to say anything yet.
What page, and how they got there
The page somebody is on now and the referrer that brought them, so an operator opening a conversation already knows whether they are reading pricing or stuck on a checkout.
An operator can start it
Rather than waiting to be asked. Which is worth doing sparingly — an unprompted message to somebody reading a blog post is an interruption, and to somebody who has been on the pricing page for four minutes it is help.
It is operator-only
Visitors never see it and it is not exposed to the widget. Enforced on the server, so it is not a matter of the dashboard choosing not to render something.
Questions
- Is this tracking people across the internet?
- No. It shows activity on your own site during the current visit: which of your pages, and the referrer that brought them to you. There is no profile, nothing that follows somebody to another site, and nothing retained to build one.
- Do you store IP addresses?
- The visit records written for analytics do not keep the IP address. It is used to work out an approximate city while the visitor is connected, and not written down with the row.
- Which plans include it?
- The higher plans. It is one of the features the tiers actually differ on, rather than a limit applied to something every plan has.
- Can I message a visitor before they speak?
- Yes, and the pre-chat invitation can do it automatically on a delay you set, with a cap so the same person is not asked repeatedly. Used carelessly it is the thing people hate about live chat, so the caps exist by default.
Put a chat on your site this afternoon
One script tag before the closing body tag. Fourteen days free, and no card until you decide.