# Visitor and conversation information panels

Check customer, visit and conversation information beside the active chat and open supporting tools when needed.

*Release 3.3 · operator, supervisor*

**Settings › Chat › General Settings** · **Settings › Chat › Quick Links** · **Settings › General Settings › Data Fields** · **Settings › Events › Visitor Data Mapping**

## 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

1. 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.
2. Select **Conversation** to check fields belonging to the selected conversation. Switching conversations changes this context.
3. 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.
4. Open **History**, **Basket** or **Purchases** to inspect the corresponding visitor activity.
5. 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

### This feature uses

- **Requires** [Current Chat workspace and panels](CON-014.md): The selected visitor and conversation determine the context shown by the panels.
- **Configured in** [Visitor data mapping for targeting](VIS-007.md): Visitor data mapping determines additional visitor information shown.
- **Configured in** [Tags and conversation data](CHAT-031.md): Conversation data fields define additional fields and their validation rules.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permissions determine which values are visible and editable.
- **Works better with** [Visitor page and product tracking](VIS-003.md): Page tracking supplies the current page and page history.
- **Works better with** [Visitor referrers and campaigns](VIS-006.md): Referrer and campaign information adds visit context.
- **Works better with** [Visitor flags and custom scores](VIS-008.md): Flags and scores add visitor context and available flag actions.
- **Works better with** [Favourite visitors](VIS-015.md): Operators can mark a visitor as a favourite.
- **Works better with** [Customer notes and reminders](VIS-016.md): Visitor notes can be read in the Notes panel.
- **Works better with** [Visitor browsing and activity history](VIS-020.md): Retained visit history supplies earlier browsing context.
- **Works better with** [Customer contact details](CRM-001.md): Linked contact profiles supply customer details and contact actions.
- **Works better with** [Contact merge preview and assignment](CRM-004.md): Assigning or unlinking contacts changes the customer associated with the visitor.
- **Works better with** [Saved responses](CHAT-015.md): The Responses panel provides reusable reply content.
- **Works better with** [Operator reminders](CHAT-013.md): Reminder actions support later follow-up with the visitor.
- **Works better with** [Store product selection for chat](COM-009.md): The Products panel supports browsing and preparing product content.
- **Works better with** [Basket tracking](COM-019.md): Basket tracking supplies the current basket panel.
- **Works better with** [Purchase details and conversion credit](COM-030.md): Recorded purchases supply the Purchases panel and sales history.
- **Works better with** [Salesforce cases and conversation links](CRM-012.md): An enabled Salesforce integration can provide Cases and related actions.
- **Works better with** [Dynamics 365 cases](CRM-016.md): An enabled Dynamics 365 integration can provide case information and actions.
- **Works better with** [Zendesk tickets and contacts](CRM-019.md): An enabled Zendesk integration can provide external ticket context.
- **Works better with** [Shopify commerce connection](COM-002.md): An enabled Shopify integration can provide its supporting panel.
- **Works better with** [Co-Browse with website visitors](RTC-030.md): Co-Browse can be started for a supported visitor session.
- **Works better with** [Virtual Assistant task setup](ENG-009.md): Available tasks can be launched from the conversation controls.
- **Works better with** [Customer goals and AI progress tracking](AI-021.md): Enabled AI goals can appear beside the conversation.
- **Works better with** [AI conversation plans and task progress](AI-022.md): Enabled AI plans provide further task context.
- **Works better with** [Post-chat survey for web visitors](VX-014.md): Survey delivery adds Send Survey for eligible conversations and configured operator-performance questions.
- **Works better with** [Store customer matches and orders](COM-010.md): Configured commerce operations add a CRM panel with matched store customers and orders.

### Used by

- **Enhances** [Visitor page and product tracking](VIS-003.md): Visitor context panels present current browsing and history to operators.
- **Enhances** [Browser language and device context](VIS-004.md): Visitor details present browser and language information to operators.
- **Enhances** [Visitor referrers and campaigns](VIS-006.md): Visitor context displays the available referrer information.
- **Enhances** [Visitor data mapping for targeting](VIS-007.md): Visitor hover and context panels display selected mapped data.
- **Enhances** [Live visitor and operator floor](CON-006.md): Visitor context panels provide more detail for the selected person.
- **Enhances** [Current Chat workspace and panels](CON-014.md): Supporting panels display the selected visitor and conversation context.
- **Enhances** [Basket tracking](COM-019.md): Operators use visitor context to inspect tracked basket information.
- **Related** [Calendar appointments and reminders](CON-032.md): Visitor details can show your next appointment or reminder for that customer.

## 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.