Visitor data mapping for customer identity
Use member information supplied by your website and keep a change of customer identity separate from the previous customer.
What it is
Visitor Data Mapping lets INSIDE use member information supplied by your website. Selected values can update the customer's contact details. When replacement information identifies a different customer, INSIDE clears earlier member and identity details before applying it.
Who uses it and why
- Developers connect your website's member information to INSIDE.
- Operators use the resulting details to identify the person they are helping.
- Visitors benefit when changing accounts on a shared browser does not carry the previous customer's details into the replacement profile.
Where to find it
With the Settings or Manager role, find mappings under Settings › Events › Visitor Data Mapping. Operators see the resulting details in the visitor and contact information panels.
How it works
INSIDE receives member information from the website and checks which mapped values have Persist enabled. Values that correspond to contact fields update the contact information for that visit. Other persisted values become retained visitor information.
When the supplied identity changes, INSIDE clears previous member information and leftover identity, name and phone details before applying the replacement. It then checks the new information against existing contacts. This can change the associated contact or leave a conflict for review.
If the identity has not changed, an omitted persisted value can retain its earlier visitor value. An omitted field therefore does not always mean that its saved value is deleted.
Configure it
With the Settings or Manager role and permission to change Visitor Data Mapping, you can add or edit a mapping:
- Enter the integration's Variable and a display Name.
- Select Member as the Data Source and choose the Data Type.
- Enable Persist for values that should be saved.
- Check that the corresponding contact fields exist where contact storage is required.
Developers should test replacement identities as well as ordinary updates, especially when two people use the same browser.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Persist | Settings › Events › Visitor Data Mapping | website | Off for a new mapping | Settings role, Manager role | Save a mapped member value so it can update contact information or retained visitor data. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Variable | Settings › Events › Visitor Data Mapping | No | Identify the value supplied by the website integration. |
| Name | Settings › Events › Visitor Data Mapping | Yes | Set the display name of the mapped value. |
| Data Source | Settings › Events › Visitor Data Mapping | No | Choose Member for information supplied about the website member. |
| Data Type | Settings › Events › Visitor Data Mapping | No | Describe the mapped value as Number, String or Array. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage Visitor Data Mapping, subject to delegated Settings permissions. |
| Manager | Manage Visitor Data Mapping where Manager permissions allow changes. |
Limits and good to know
- Displaying a member value and persisting it are separate choices.
- A replacement identity does not authorise an unconditional merge of two existing contacts.
- Identity matching can use information supplied over several steps in the same visit.
- Clearing previous session details does not erase the previous customer's saved contact.
- Website sign-out behaviour depends on what your integration sends to INSIDE. Test that flow explicitly.
Depends on and works with
View all connections as a list
This feature uses
- Customer contact detailsEnhances
Persisted member fields can update contact information.
- Contact matchingEnhances
Supplied identities are checked against existing contacts.
- Contact merge preview and assignmentEnhances
Competing identities can require contact review.
- Salesforce contactsEnhances
A mapped Salesforce identity can trigger Salesforce matching.
- Virtual Assistant task data fieldsConfigured by
Visitor contact-field definitions determine which persisted member values become contact information.
- Visitor data mapping for targetingConfigured by
Visitor Data Mapping selects which supplied member values are saved through Persist.
- Cookie consent and opting outConfigured by
Restricted no-cookie tracking omits the member identity and contact details used by member-data mapping.
Used by
- Visitor identityEnhances
An integration can supply a member identity that helps restore an existing visitor.
- Visitor data mapping for targetingEnhances
Supplied member information provides a source for visitor mappings.
- Visitor names and session codesEnhances
Website member information can supply a visitor name.
- Contact matchingEnhances
Website member information supplies identities and handles replacement customers.
- Zendesk tickets and contactsEnhances
A recognised member email can cause INSIDE to change the linked Zendesk user.
FAQ and troubleshooting
Why does a value appear during the visit but not update the contact?
Check Persist and whether the supplied variable corresponds to a contact field. A display mapping alone does not make it a saved contact value.
Why did a missing value stay in place?
When INSIDE does not detect a new identity, it can reuse an earlier persisted visitor value. Send and test the intended update rather than assuming omission clears it.
Why did changing the signed-in customer change the contact?
INSIDE checks replacement identity information separately from the previous customer's details. It may associate the visit with another contact or request conflict review.
Does changing accounts delete the previous customer?
No. Clearing information from the current visit is separate from deleting a saved contact.