Visitor and conversation information panels

What it is

The Visitor and Conversation information tabs show context beside the transcript. Other panels show browsing history, baskets, purchases, notes and available customer-service tools. You can check information and carry out supported actions while keeping the conversation open.

Who uses it and why

Operators use customer details and visit activity to answer accurately and avoid asking for information already available.
Supervisors use the same context when reviewing a conversation or helping an operator, subject to their access.

Where to find it

Open a visitor from the floor or chat tray. Look beside the transcript for Visitor and Conversation. The bottom information area includes Summary, History, Basket, Purchases and Co-Browse where applicable.

Supporting tabs include Responses, Links, Products, Conversations and Notes. Connected services can add tabs such as Cases, Tickets or Shopify.

How it works

Select Visitor to check visit details, linked contact information, flags and available scores. The current page appears near the visitor's avatar when that information is available.
Select Conversation to check fields belonging to the selected conversation. Switching conversations changes this context.
Use an edit control beside an editable field. Enter a valid value and confirm the change. A field can show a saving state and remain disabled until the update completes.
Open History, Basket or Purchases to inspect the corresponding visitor activity.
Use a supporting panel or action only when it is available for this visitor and channel.

The visitor controls include flags such as Favourite, VIP and DND, plus a Verified indicator. Available contact actions can include Add Contact, Assign Contact, Edit Contact and Unlink Contact.

Configured Quick Links open useful destinations using the selected visitor's available context. Enabled integrations add their own information and actions. For supported conversations, controls can also offer Send Survey, reminders or Start VA Task.

Configure it

An administrator with Settings can choose default tabs under Settings › Chat › General Settings, manage Quick Links, and configure Data Fields and Visitor Data Mapping at the locations listed above. The Manager role also grants access to Visitor Data Mapping.

Ask Powerfront to configure connections for provider panels such as Salesforce, Zendesk or Shopify. Your panel layout can be adjusted in the workspace; see the Current Chat article for layout preferences.

Permissions

Permission	Lets you
Chat	Use the conversation workspace and its available supporting tools.
Settings	Configure default supporting tabs, Quick Links, Data Fields and Visitor Data Mapping.
Manager	Configure Visitor Data Mapping.

Limits and good to know

A visitor value, contact value and conversation value can refer to different records. Check which information tab you are editing.
Masked values and unavailable edit controls can reflect personal-data permissions.
Panels show the information that tracking or connected services have supplied. A missing basket or purchase does not prove that the customer has never bought anything.
Voice hides several content panels that do not apply to calls.
Verified is a recorded status; the indicator alone does not describe how verification was performed.

Depends on and works with

RequiresConfigured byEnhancesRelated

+19 more · this feature uses

Customer contact detailsEnhances
Linked contact profiles supply customer details and contact actions.
Contact merge preview and assignmentEnhances
Assigning or unlinking contacts changes the customer associated with the visitor.
Tags and conversation dataConfigured by
Conversation data fields define additional fields and their validation rules.
Saved responsesEnhances
The Responses panel provides reusable reply content.
Operator remindersEnhances
Reminder actions support later follow-up with the visitor.
Store product selection for chatEnhances
The Products panel supports browsing and preparing product content.
Basket trackingEnhances
Basket tracking supplies the current basket panel.
Purchase details and conversion creditEnhances
Recorded purchases supply the Purchases panel and sales history.
Salesforce cases and conversation linksEnhances
An enabled Salesforce integration can provide Cases and related actions.
Dynamics 365 casesEnhances
An enabled Dynamics 365 integration can provide case information and actions.
Zendesk tickets and contactsEnhances
An enabled Zendesk integration can provide external ticket context.
Shopify commerce connectionEnhances
An enabled Shopify integration can provide its supporting panel.
Co-Browse with website visitorsEnhances
Co-Browse can be started for a supported visitor session.
Virtual Assistant task setupEnhances
Available tasks can be launched from the conversation controls.
Customer goals and AI progress trackingEnhances
Enabled AI goals can appear beside the conversation.
AI conversation plans and task progressEnhances
Enabled AI plans provide further task context.
Customer identity and conversation visibility permissionsConfigured by
Personal-data permissions determine which values are visible and editable.
Post-chat survey for web visitorsEnhances
Survey delivery adds Send Survey for eligible conversations and configured operator-performance questions.
Store customer matches and ordersEnhances
Configured commerce operations add a CRM panel with matched store customers and orders.

View all connections as a list

This feature uses

Current Chat workspace and panelsRequires
The selected visitor and conversation determine the context shown by the panels.
Visitor page and product trackingEnhances
Page tracking supplies the current page and page history.
Visitor referrers and campaignsEnhances
Referrer and campaign information adds visit context.
Visitor data mapping for targetingConfigured by
Visitor data mapping determines additional visitor information shown.
Visitor flags and custom scoresEnhances
Flags and scores add visitor context and available flag actions.
Favourite visitorsEnhances
Operators can mark a visitor as a favourite.
Customer notes and remindersEnhances
Visitor notes can be read in the Notes panel.
Visitor browsing and activity historyEnhances
Retained visit history supplies earlier browsing context.
Customer contact detailsEnhances
Linked contact profiles supply customer details and contact actions.
Contact merge preview and assignmentEnhances
Assigning or unlinking contacts changes the customer associated with the visitor.
Tags and conversation dataConfigured by
Conversation data fields define additional fields and their validation rules.
Saved responsesEnhances
The Responses panel provides reusable reply content.
Operator remindersEnhances
Reminder actions support later follow-up with the visitor.
Store product selection for chatEnhances
The Products panel supports browsing and preparing product content.
Basket trackingEnhances
Basket tracking supplies the current basket panel.
Purchase details and conversion creditEnhances
Recorded purchases supply the Purchases panel and sales history.
Salesforce cases and conversation linksEnhances
An enabled Salesforce integration can provide Cases and related actions.
Dynamics 365 casesEnhances
An enabled Dynamics 365 integration can provide case information and actions.
Zendesk tickets and contactsEnhances
An enabled Zendesk integration can provide external ticket context.
Shopify commerce connectionEnhances
An enabled Shopify integration can provide its supporting panel.
Co-Browse with website visitorsEnhances
Co-Browse can be started for a supported visitor session.
Virtual Assistant task setupEnhances
Available tasks can be launched from the conversation controls.
Customer goals and AI progress trackingEnhances
Enabled AI goals can appear beside the conversation.
AI conversation plans and task progressEnhances
Enabled AI plans provide further task context.
Customer identity and conversation visibility permissionsConfigured by
Personal-data permissions determine which values are visible and editable.
Post-chat survey for web visitorsEnhances
Survey delivery adds Send Survey for eligible conversations and configured operator-performance questions.
Store customer matches and ordersEnhances
Configured commerce operations add a CRM panel with matched store customers and orders.

Used by

Visitor page and product trackingEnhances
Visitor context panels present current browsing and history to operators.
Browser language and device contextEnhances
Visitor details present browser and language information to operators.
Visitor referrers and campaignsEnhances
Visitor context displays the available referrer information.
Visitor data mapping for targetingEnhances
Visitor hover and context panels display selected mapped data.
Live visitor and operator floorEnhances
Visitor context panels provide more detail for the selected person.
Current Chat workspace and panelsEnhances
Supporting panels display the selected visitor and conversation context.
Calendar appointments and remindersRelated
Visitor details can show your next appointment or reminder for that customer.
Basket trackingEnhances
Operators use visitor context to inspect tracked basket information.

FAQ and troubleshooting

Why can I not see Cases or Shopify?

Those panels depend on the relevant integration being enabled and applicable to the current visitor. Ask Powerfront to check the connection setup.

Why is a value masked or read-only?

Personal-data access and field configuration can restrict viewing or editing. Ask an administrator with Settings to check your permissions and the field setup.

Why does a field stay grey while saving?

The console disables the field while its update is pending. Wait for the saving state to finish before editing it again.

Why did a field change when I selected another conversation?

Conversation fields belong to that conversation. Use Visitor for information shared at visitor or contact level.

Why is the Basket tab empty?

Check that you have selected the right visitor and that basket tracking is configured and has supplied basket information.