# Floor avatar indicators

Read avatar colours, badges and timers to understand visitor activity and operator availability.

*Release 3.3 · operator, supervisor*

**Settings › Floor › Floor Settings**

## What it is

Avatar colours, icons and counters add context to the floor. They show visitor activity, conversation state and operator availability. Open the person or conversation to check the details behind an indicator.

## Who uses it and why

- Operators use indicators to spot activity and conversations needing attention.
- Supervisors use operator state indicators to understand availability and cover.

## Where to find it

Indicators appear on floor avatars and, where enabled, in the 3D scene within a conversation. The **Chat**, **Manager**, **Settings** or **Stats Bar** role grants access to **Settings › Floor › Floor Settings** to change the indicators shown in your **Local** view.

## How it works

Visitor appearance distinguishes new, returning and logged-in visitors and opportunities. Badges and nearby icons can add further information:

| Indicator | Information it adds |
|---|---|
| Basket or other held item | Tracked items associated with the visitor. |
| Purchase activity | A tracked purchase event. |
| Suitcase | The visitor is treated as international under the local-country settings. |
| Star | The visitor is a favourite. |
| VIP or custom badge | VIP status or a configured visitor flag. |
| Referrer logo | Available information about where the visitor came from. |
| Platform icon | The conversation's communication platform. |
| Response counter | Time associated with the conversation's reply activity. |

In the standard operator appearance, green indicates available, grey indicates unavailable, yellow or orange indicates winding down and red indicates limited. Branding and renderer choices can change how these states look. Check **Status** for the current state.

The 3D conversation scene can show visitor, operator and bot participants and their activity. VIP and custom flags can use badge positions; a subsite badge appears only when a position is free.

## Configure it

Open **Floor Settings**, change the relevant **Local** switches and save. You can control names, referrer logos, custom tags, company information and response timers, among other display options.

Ask Powerfront to change shared defaults, **Enable Suitcase**, **Use Auto VIP** or **Use Inside scores**. The **Settings** role grants access to **Select Local Countries**. **Select Local Countries** determines which locations count as local for the international display. **Enable Suitcase** controls the suitcase cue.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show Names Above Visitors and Operators | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Shows names above floor avatars in your local view. |
| Show Search Engine Bots | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Includes recognised search-engine bots in your local floor view. |
| Show Opportunity Visitors | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Shows opportunity visitors in your local floor view. |
| Show Referrer Logos | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Displays available referrer logos on the floor. |
| Show Custom Tags | Settings › Floor › Floor Settings › Local | operator | Unknown | Settings role, Manager role, Chat role, Top Stats role | Displays configured custom visitor tags. |
| Show Company Above Visitors | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Shows available company information above visitor avatars. |
| Show Chat Timer | Settings › Floor › Floor Settings › Local | operator | On unless the website default is changed, until you save a local preference | Settings role, Manager role, Chat role, Top Stats role | Shows the chat response counter in your local view. |
| Show Visitor Response Timer | Settings › Floor › Floor Settings › Local | operator | On in the floor when unset; the editor shows Off when no value is saved | Settings role, Manager role, Chat role, Top Stats role | Shows the visitor response counter in your local view. |
| Enable Suitcase | Settings › Floor › Floor Settings | website | On | Settings role, Manager role, Chat role, Top Stats role | Allows the suitcase indicator for visitors treated as international. |
| Select Local Countries | Settings › Floor › Floor Settings | website | Not set | Settings role, Manager role, Chat role, Top Stats role | Defines the countries treated as local for the suitcase and international display. When unset, no additional local countries are selected. |
| Use Auto VIP | Settings › Floor › Floor Settings | website | On | Settings role, Manager role, Chat role, Top Stats role | Enables the standard automatic VIP feature unless the website disables it. |
| Use Inside scores | Settings › Floor › Floor Settings | website | On | Settings role, Manager role, Chat role, Top Stats role | Enables the standard visitor scores used for floor signals unless the website disables them. |

## Limits and good to know

- A hidden indicator does not mean the underlying visitor information is absent.
- A drawn expression or sentiment cue is an interpretation of available signals, not a confirmed statement about the person's feelings.
- Cart and purchase indicators depend on tracked commerce data.
- Opportunity, VIP and favourite indicators have different meanings. Do not treat them as interchangeable.
- The same colour can mean different things for a visitor and an operator. Read it in context.
- Floor filters and display preferences can hide people or signals that another operator can see.

## Depends on and works with

### This feature uses

- **Requires** [Live visitor and operator floor](CON-006.md): Avatar indicators are drawn on the floor.
- **Configured in** [Visitor location](VIS-005.md): Visitor location and local countries determine international indicators.
- **Configured in** [Visitor flags and custom scores](VIS-008.md): Flag definitions choose the icons and custom looks used for visitor status cues.
- **Configured in** [Floor scenes and industry settings](CON-008.md): Cart Type selects Basket, Document or Ticket for the held-item indicator.
- **Configured in** [Floor rendering and animation performance](CON-009.md): Rendering preferences affect the avatar presentation and whether operator 3D scenes are shown.
- **Works better with** [Operator availability status](CON-002.md): Operator availability determines operator state indicators.
- **Works better with** [Wind Down for operators](CON-003.md): Manual wind-down has a distinct operator appearance.
- **Works better with** [Visits and returning visitors](VIS-002.md): Visit history supplies returning-visitor status.
- **Works better with** [Visitor referrers and campaigns](VIS-006.md): Referrer information supplies referrer logos.
- **Works better with** [Favourite visitors](VIS-015.md): Favourite status supplies the star indicator.
- **Works better with** [Basket tracking](COM-019.md): Basket tracking supplies held-item and basket signals.
- **Works better with** [Purchase tracking and sales totals](COM-020.md): Completed purchases supply sale activity signals.
- **Works better with** [Sentiment and emotion](CHAT-022.md): Sentiment information can affect visitor appearance.
- **Works better with** [Subsites](ADM-003.md): Subsite badges can appear in the 3D conversation scene when badge positions are free.
- **Related** [Chat tray](CON-013.md): The chat tray also shows conversation attention timers outside the floor.

### Used by

- **Configures** [Visitor location](VIS-005.md): Floor indicator settings control local-country choices and the suitcase cue for international visitors.
- **Configures** [Visitor referrers and campaigns](VIS-006.md): Show Referrer Logos controls whether recognised referrer logos appear on the floor.
- **Configures** [Chat tray](CON-013.md): The local timer switches in Floor Settings control the ordinary chat and visitor response timers.
- **Enhances** [Visits and returning visitors](VIS-002.md): Floor badges and visitor appearance communicate returning status to operators.
- **Enhances** [Visitor flags and custom scores](VIS-008.md): Flags can affect visitor indicators and appearance on the floor.
- **Enhances** [Visitor activity and availability](VIS-011.md): Floor appearance communicates active and inactive visitor state.
- **Enhances** [Live visitor and operator floor](CON-006.md): Avatar indicators help you interpret activity and status.
- **Enhances** [Sentiment and emotion](CHAT-022.md): Visitor avatars display sentiment cues on the floor.

## FAQ and troubleshooting

### Why can my colleague see names or badges that I cannot?

Compare your **Local** options in **Floor Settings**. Your floor filters and available visitor information can also differ.

### Why is a visitor carrying a document instead of a basket?

The website's **Cart Type** can use **Document** or **Ticket** instead of **Basket**.

### Why does a local visitor show a suitcase?

Check their available location information and ask someone with the **Settings** role to review the shared **Select Local Countries** list. The cue depends on that classification.

### Why does a subsite badge disappear in the 3D scene?

VIP and custom badges can occupy the available positions. The subsite badge needs a free position.

### Does a red operator mean they selected a break?

In the standard display, red indicates **Limited**. Check **Status**; manual wind-down is a separate state.