# Visitor event updates to customer context

Use visitor events to update scores, flags, conversation tags, bot context and the visitor's chat experience.

*Release 3.3 · admin, developer, supervisor*

**Settings › Events › Visitor Events** · **Settings › Events › Flags** · **Settings › Events › Custom Scores**

## What it is

**Set Flag / Score / Context** changes visitor information when a rule matches. You can also attach state-changing actions to other event types through **Additional Actions**. These changes can affect later targeting, operator context and the visitor's experience.

## Who uses it and why

- Administrators and supervisors with the **Settings** or **Manager** role maintain scoring, flags, tags and automatic task selection.
- Developers work with configured custom actions and website integrations.

## Where to find it

Open **Settings › Events › Visitor Events** and choose **Set Flag / Score / Context**, or open an event's **Additional Actions**. The **Settings** or **Manager** role provides access, subject to delegated permissions.

The same roles grant access to reusable choices in **Settings › Events › Flags** and **Settings › Events › Custom Scores**.

## How it works

When the event qualifies, INSIDE runs its actions in sequence. Score actions set a value or add to or subtract from it. Flag and context actions set or clear their selected values. Conversation-tag actions add or remove the chosen tags.

Tag changes apply to an open conversation on the visitor's current platform. If a proactive invitation has no conversation yet, INSIDE can hold its tag changes until a reply creates the conversation. An unanswered invitation does not create those conversation tags.

Experience actions can choose existing chat settings, a scheduling theme or callback settings. Selecting chat settings also updates the visitor's applicable chat language. A queue event can set **Low**, **Normal**, **High** or **Urgent** chat priority.

Configured lead actions can use submitted form details to create a lead and optionally send an email. Ask Powerfront to arrange custom form-to-lead actions for your website.

**Start Task** requests a task after a short delay. If another task is still running, it normally stays in place. **Force Start Workflow** can cancel it first when there is no conversation or the workflow bot owns the conversation. It does not replace a running task in an ordinary human-owned conversation.

## Configure it

Create the required flags, custom scores, themes or task before selecting them in an event. Set the event trigger and filters, then use **Add** beside the relevant **Additional Actions** heading. Choose the target, operation and value for each action.

Use **Start Task** only when the virtual assistant facility is enabled and select an enabled task. Review **Force Start Workflow** carefully before saving. For a custom business action, select an available **Run Custom Script** choice or ask Powerfront to arrange the integration.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Scores | Settings › Events › Visitor Events | website | Not set: no score changes | Settings role, Manager role | Adds an action to set, increase or decrease a selected visitor score. |
| Flags | Settings › Events › Visitor Events | website | Not set: no flag changes | Settings role, Manager role | Adds an action to set or clear a visitor flag. |
| Conversation Tags | Settings › Events › Visitor Events | website | Not set: no tag changes | Settings role, Manager role | Adds or removes tags on the visitor's open conversation for the current platform. |
| Contexts | Settings › Events › Visitor Events | website | Not set: no context changes | Settings role, Manager role | Adds an action to set or clear a selected bot context. |
| Set Chat Settings | Settings › Events › Visitor Events | website | Not set: no chat configuration change | Settings role, Manager role | Selects an alternative chat configuration for the visitor. |
| Set Scheduling Theme | Settings › Events › Visitor Events | website | Not set: no scheduling theme change | Settings role, Manager role | Selects an existing scheduling theme for the visitor. |
| Start Task | Settings › Events › Visitor Events | website | Not set: no task is started | Settings role, Manager role | Requests the selected enabled task after the event matches. |
| Force Start Workflow | Settings › Events › Visitor Events | website | Off | Settings role, Manager role | Allows an existing task to be cancelled before starting the selected task when there is no conversation or the workflow bot owns it. |
| Run Custom Script | Settings › Events › Visitor Events | website | Not set: no custom action runs | Settings role, Manager role | Runs a registered custom event action. |
| Set Chat Priority | Settings › Events › Visitor Events | website | Not set: no priority change; Low is initially selected when the action is added | Settings role, Manager role | Changes the conversation's queue priority to Low, Normal, High or Urgent. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage visitor events, flags and custom scores, subject to delegated permissions. |
| Manager | Manage visitor events, flags and custom scores, subject to delegated permissions. |

## Limits and good to know

- Repeated matching events can repeatedly increase or decrease scores. Use suitable filters and cooldowns.
- Changed flags, scores and tags may change whether later events qualify.
- A theme action selects an existing configuration; it does not create a new theme.
- Starting a task is delayed by about one second and depends on the task state at that time.
- A task-start action alone does not consume the event cooldown. Do not rely on that cooldown alone to prevent repeated task requests.
- The available additional actions depend on the event type and enabled website facilities.

## Depends on and works with

### This feature uses

- **Requires** [Visitor event rules and actions](ENG-001.md): A matching visitor event runs the actions.
- **Configured in** [Visitor event targeting conditions](ENG-002.md): Targeting restricts who receives state changes.
- **Configured in** [Visitor event and bot schedules](ENG-003.md): Dates restrict when actions can run.
- **Configured in** [Visitor flags and custom scores](VIS-008.md): Flags and Custom Scores define the markers and scores available to event actions.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The selected chat theme defines the visitor experience applied by the event.
- **Configured in** [Appointment booking for visitors](VX-023.md): Scheduling themes define the appointment experience selected by an event action.
- **Configured in** [Click to Call callback form](RTC-036.md): Alternate Click To Call Settings define the callback form selected by the event.
- **Configured in** [Virtual Assistant task setup](ENG-009.md): The selected enabled task defines the journey requested by Start Task.
- **Configured in** [Custom bots and FAQ bots](ENG-020.md): Bot registrations supply the bots whose conversation contexts an event can change.
- **Works better with** [Visitor data mapping for targeting](VIS-007.md): Supported custom visitor data can be changed by configured actions.
- **Works better with** [Tags and conversation data](CHAT-031.md): Actions add or remove conversation tags.
- **Works better with** [Chat queue](CHAT-005.md): Queue events can change conversation priority.
- **Works better with** [Virtual Assistant task pauses and handover](ENG-015.md): Forced task starts can cancel an existing eligible task.
- **Works better with** [Conversation lead capture and follow-up](COM-026.md): Configured lead actions can use submitted form information.
- **Works better with** [Integration script selection for automated actions](EXT-016.md): Registered scripts supply optional custom actions.

### Used by

- **Configures** [Visitor flags and custom scores](VIS-008.md): Visitor-event actions define when flags and scores are set, cleared or changed automatically.
- **Configures** [Page tags and conversation tags](VIS-009.md): Visitor-event tag actions select which conversation tags to apply, including tags held for a later conversation.
- **Configures** [Visitor actions and events](VIS-010.md): Visitor-event action settings choose the state changes and other actions performed after a matching trigger.
- **Configures** [Virtual Assistant task setup](ENG-009.md): Visitor-event actions choose which task to start automatically.
- **Configures** [Virtual Assistant task steps and branches](ENG-011.md): Visitor-event actions select tasks for automatic starts and can request a forced restart.
- **Enhances** [Tags and conversation data](CHAT-031.md): Visitor event actions can add or remove tags and update context.
- **Enhances** [Visitor event rules and actions](ENG-001.md): Additional actions can change visitor or conversation state.

## FAQ and troubleshooting

### Why does a score keep rising?

An additive action can run each time the rule qualifies. Check **Test for this event**, **Cooldown** and the score's targeting filters.

### Why did the conversation tag not appear?

Check that there is an open conversation on the current platform. Tags on a staged proactive invitation wait until the visitor replies and a conversation is created.

### Why did Start Task leave the current task running?

An active task normally prevents another start. **Force Start Workflow** applies only when there is no conversation or the workflow bot owns it.

### Why is my task or theme missing from the list?

Create the configuration first and confirm that the task is enabled. Some options appear only when the corresponding website facility is enabled.