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INSIDE 3.3

INSIDE 3.3 manual

Visitor tracking24

Area overview
Visitor identity
Visits and returning visitors
Visitor page and product tracking
Browser language and device context
Visitor location
Visitor referrers and campaigns
Visitor data mapping for targeting
Visitor flags and custom scores
Page tags and conversation tags
Visitor actions and events
Visitor activity and availability
Live visitors on the floor
Visitor search and filters
Saved search filters
Favourite visitors
Customer notes and reminders
Visitor names and session codes
Cookie consent and opting out
Traffic Optimizer for visitor tracking
Visitor browsing and activity history
Visitor connection recovery
INSIDE visitor CLI
Session recording references
Time-based visitor event triggers

Operator console & floor32

Area overview
INSIDE console
Operator availability status
Wind Down for operators
Automatic logout after inactivity
Console connection and recovery
Live visitor and operator floor
Floor search and filters
Floor scenes and industry settings
Floor rendering and animation performance
Floor avatar indicators
My Look operator avatar choices
Avatar animation and reaction settings
Chat tray
Current Chat workspace and panels
Operator replies and comments
History and message inspection
Visitor and conversation information panels
Operator notifications and alerts
Incoming chats and calls
Operator notification sounds
Teams Overview and Manager Mode
Stats Bar and My Stats
Monitor mode
Console keyboard shortcuts
Dark mode for the console
Festive floor themes
Release updates and console help
Academy coaching and message feedback
Business Feed message highlights
Calendar appointments and reminders
Mobile console
INSIDE Store App for mobile

Conversations31

Area overview
Starting, ending and expiring chats
Messages and rich content
Message delivery and read receipts
Typing indicators and typing preview
Chat queue
Departments
Skillsets and skills-based routing
Chat limits and wind-down
Broadcast for acceptance
Transferring conversations
Taking and pinning conversations
Postponing conversations
Operator reminders
Internal comments
Saved responses
Drafts
Attachments in conversations
Dispositions
Spam review and blocking
Censorship and abuse warnings
Sentiment and emotion
Conversation translation
Conversation history and search
Transcripts by email and print
Merging tickets and related conversations
Team chat
Offline messages
Service levels and response timers
Chat links
Tags and conversation data
Redacting and permanently deleting conversation data

Visitor experience31

Area overview
Chat tabs for visitors
Visitor chat pane
Visitor chat themes and branding
Mobile chat
Chat accessibility and keyboard navigation
Visitor messages and sending feedback
Visitor chat status and waiting
Pre-chat survey for visitors
Department selection before chat
Custom fields in visitor forms
Offline help for visitors
Visitor tracking consent and communication opt-ins
Visitor survey questions and scores
Post-chat survey for web visitors
Visitor chat notifications
Visitor popups and embedded content
Chat tasks and topics for visitors
Rich content in visitor chat
Product cards in visitor chat
Order cards in visitor chat
File attachments for visitors
Email and print transcripts for visitors
Appointment booking for visitors
Chat links for visitors
Video Feed for visitors
Joining calls and approving Co-Browse
Chat avatars and visitor reactions
Streaming AI replies for visitors
Visitor chat languages and text direction
Legacy chat pane settings
Previous chat history for visitors

Engagement & automation26

Area overview
Visitor event rules and actions
Visitor event targeting conditions
Visitor event and bot schedules
Proactive chat invitations
Proactive chat control group settings
Visitor popup event setup
Visitor event updates to customer context
Visitor event alerts for operators
Virtual Assistant task setup
Virtual Assistant task drafts and publishing
Virtual Assistant task steps and branches
Virtual Assistant task data fields
Existing answers in Virtual Assistant tasks
Virtual Assistant task messages and identity
Virtual Assistant task pauses and handover
Virtual Assistant task actions
Task integrations, appointments and embedded pages
Virtual Assistant task preview
Virtual Assistant task import and export
Custom bots and FAQ bots
FAQ bot training and automatic replies
Email event rules and actions
Task notes and operator reminders
Virtual Assistant usage
Virtual Assistant tasks started by Autopilot
Virtual Assistant task validation and retries

AI agents39

Area overview
AI feature settings and change history
AI instructions and templates
Autopilot for live chat
Autopilot handover and error handling
Autonomous agents for proactive chat
Copilot reply suggestions
Fix and Re-Phrase for operator drafts
Ask AI beside a visitor conversation
AI conversation summaries
Chat Translate and language detection
AI spam checks for incoming conversations
Email Autopilot for tickets
Voice Autopilot call handling
AI run limits
Context Compiler for AI conversations
AI functions and required inputs
AI knowledge and web search
AI integrations and automation tools
AI updates to customer and conversation data
Reusable AI skills and instructions
Customer goals and AI progress tracking
AI conversation plans and task progress
Specialist sub-agents for AI tasks
AI agent service connections
AI guardrail routing and fallback actions
Rich content in AI replies
AI product suggestion settings
AI answer citations and summaries
AI conversation quality scoring
AI resolution and first-contact metrics
AI response quality evaluators
AI Experiments Lab for response testing
AI assistance activity
Virtual Try-On with customer photos
Ask AI agents in Team Chat
AI reply streaming settings
Conversation history tools for AI
Images and attachments for AI agents
AI result processor templates

AI platform27

Area overview
AI accounts and shared defaults
AI model catalogue
AI model provider selection
OpenAI API connection options
Google AI Studio model connection
AWS Bedrock model connection
Cloudflare AI Gateway connection
Embedding models for knowledge search
Knowledge Base connections for AI
Algolia Search for AI knowledge
Saved responses as AI knowledge
Knowledge sources behind AI citations
Shared AI service connections
External AI prompts and versions
AI execution tracing with Langfuse
Persistent AI memory connections
MCP tool connections for AI
MCP service authentication
Autopilot connections through A2A
ACP compatibility for AI agents
Personal information masking for AI
AI guardrail policy connections
AI usage and estimated cost
AI platform execution limits
Voice Autopilot connection setup
Voice Autopilot turn detection and interruptions
Salesforce Models API connection

Channels32

Area overview
Messaging channel connections
Messaging conversations
Webhooks and message status
Virtual Assistant tasks in messaging channels
Post-chat surveys in messaging channels
WhatsApp channel setup
WhatsApp message templates
WhatsApp media and replies
WhatsApp Business App connection
Facebook Messenger channel setup
Facebook public thread replies
Instagram messages and story replies
LINE messaging channel setup
WeChat messaging channel setup
KakaoTalk messaging conversations
Viber messaging channel setup
Vonage connection for Viber
Apple Messages conversations
Apple Messages payments and sign-in setup
Legacy Google Business Messages connection
Legacy Twitter direct messages
SMS number and channel setup
SMS consent and number blocking
Email account and mailbox setup
Incoming email and ticket replies
Email ticket handling and statuses
Email replies and support conversations
Email templates and ticket notifications
Email sender blocking and exceptions
Email send cancellation and delivery failures
Ticket sources and email event automation
Legacy Twitter public mention notifications

Voice, video & co-browse36

Area overview
Voice provider accounts and telephone numbers
Telephone business hours and fallback handling
Voice queue and call offers
Operator telephone audio setup
Outbound calling permissions and restrictions
Voice call controls
Telephone call transfers
Telephone call monitoring and whisper mode
Telephone callback requests
Voicemail messages and follow-up
IVR telephone menus and execution history
Telephone music and greetings
Call recording
Telephone transcription
Telephone call recovery and wrap-up
Telephone directory and number blocking
Browser video and audio calls
Browser call controls and device settings
Operator screen sharing with visitors
Browser call connection and quality
Browser call recording and live captions
Live show setup and scheduling
Live show broadcasting
Live show Showcase and product interactions
Live show questions and moderation
Live show RSVP, reminders and follow-up
Live show recordings and publishing
Past show attendance and activity
Company Shows with prerecorded videos
Co-Browse with website visitors
Co-Browse viewing and Control Mode
Co-Browse privacy and security filters
Remote camera registration and access
Remote cameras in browser calls
QR codes for chat links
Click to Call callback form

Commerce29

Area overview
Commerce provider setup and selection
Shopify commerce connection
Salesforce B2C Commerce connection
BigCommerce store connection
UCP product catalogue connection
Custom commerce integrations
Product search and filters
Product options and variant selection
Store product selection for chat
Store customer matches and orders
AI customer and order search
Customer and order access
Store order details and history
Product card configuration and shopping actions
Order card configuration and access
Add to cart from product cards
Product recommendations and purchase tracking
Tracked product search and integrations
Basket tracking
Purchase tracking and sales totals
Sales attribution to conversations and operators
Proactive chat control group sales comparison
Purchase currencies and conversion
PCI Payment Form in web chat
PCI Payment Form provider setup
Conversation lead capture and follow-up
Assisted basket transfer to the storefront
AI commerce functions and access limits
Purchase details and conversion credit

CRM & contacts22

Area overview
Customer contact details
Visitor data mapping for customer identity
Contact matching
Contact merge preview and assignment
Customer contact identities across channels
Address book and contact actions
Contact opt-in and blocking
Contact change history
Email recipient suggestions
Salesforce connection and operator setup
Salesforce contacts
Salesforce cases and conversation links
Salesforce leads and Zendesk contact creation
Salesforce conversation records and transcripts
Dynamics 365 connection and customer records
Dynamics 365 cases
Dynamics 365 conversation activities
Zendesk connection and operator setup
Zendesk tickets and contacts
CRM form field configuration
INSIDE in Salesforce and Dynamics 365
Custom CRM integration

Reporting & analytics31

Area overview
Report selection and filters
Reports data and metric definitions
Chat performance and tab visibility reports
Operator productivity reports
Team comparison reports
Conversation detail and abandonment reports
Broadcast acceptance and queue action reports
Sales attribution and conversion reports
Product recommendation and purchase reports
Customer survey and NPS reports
Ticket reports
Social messaging and SMS reports
Event, link and Virtual Assistant reports
Missed opportunity estimates and reports
Service Overview performance comparisons
Service Overview dashboard
Operation Analysis of visitor and sales activity
Reports Dashboard and business filters
Report downloads and email sharing
Favourite reports and column selection
Audit search for retained customer records
Operator Log
Availability Log for routing investigations
Autonomous AI performance reports
AI conversation scoring reports
AI assistance, translation and sentiment reports
Voice, video and live show reports
Business Feed and Academy reports
Personalised performance insights
Reporting data availability and warning logs
Operator QA and coaching dashboard

Administration20

Area overview
Switching between websites
Subsites
Website and regional settings
Saving settings
Operator accounts
Roles and permissions
Website, channel and subsite access
Operator settings
Operator templates
Importing and exporting operators
Teams
Business hours and scheduling
File library
Attachment file types and virus scanning
Image and font libraries
Content library
Supported languages
Finding your way around Settings
Companies
Wind-down and transfer reasons

Security & privacy22

Area overview
Login and email verification
Password changes and recovery
Two-factor authentication for operator sign-in
Logout and remembered computers
Single sign-on with SAML 2.0
Single sign-on with OAuth 2.0
SSO operator creation and activation
Operator access tokens
My API Keys and access restrictions
Email verification for protected exports
Personal data export
Customer identity and conversation visibility permissions
Credit card masking
Customer data deletion and recovery
Permanent deletion of retained customer data
Personal data retention and automatic deletion
Captured data expiry and message sanitisation
Visitor IP address anonymisation
Website domain checks for browser requests
Sign-in and chat request limits
Certificates and protected browser data
Operator sign-in network and email restrictions

Extensibility11

Area overview
Custom scripts managed by Powerfront
Integration script selection for automated actions
Custom integrations
INSIDE API
API request testing and diagnostics
Browser API requests
Media callbacks and embedded form results
Custom scripts in email event rules
INSIDE operator CLI
Operator CLI requests and browser login
A2A agent testing in the browser

ReferenceSettings reference Permissions reference Glossary

INSIDE Docs

The INSIDE manual

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