Visitor flags and custom scores
Flags mark visitor states, while custom scores provide numeric values for targeting and automation.
What it is
Flags mark visitor states, such as VIP status or an agreed custom classification. Custom Scores hold whole-number values that rules can use when deciding what to do. They serve different purposes from page labels and conversation tags.
Who uses it and why
- Administrators with the Settings or Manager role define flags and scores that match the team's engagement rules, subject to View Only restrictions.
- Operators view flags and change those available for manual selection.
- Developers coordinate permitted integration changes with the website's rules.
Where to find it
Manage definitions at Settings › Events › Flags and Settings › Events › Custom Scores with the Settings or Manager role. View Only restrictions prevent editing.
Open a visitor's Summary to use the Flags selector. A System Controlled flag is disabled for manual changes there.
How it works
A flag is present or absent. Adding an already-present flag does not add a duplicate through normal flag changes. Flag changes can update the operator's live visitor context and are saved with a persistent visitor.
Scores are named whole numbers. Updating an ordinary named score recalculates the total from the other named scores. Event conditions can compare scores, and event actions can change them.
Some states have operational effects. Blocking can stop the visitor's chats and video activity. VIP status can affect visitor selection, and linked contact information can contribute to it.
Browser integrations can change only permitted flags. A flag appearing in your configured list does not automatically grant a browser permission to change it. Permitted changes can also affect assignment and, when requested by the integration, conversation skills.
Configure it
Select New under Flags and enter Flag Name. Optionally choose Flag Icon or an existing Custom Look Name. System Controlled starts off; enable it when operators should not change the flag manually. Ask Powerfront to prepare a new custom look if needed.
Under Custom Scores, select New and enter Score Name. Configure the event conditions and actions that will use it. Creating a definition alone does not establish a scoring rule.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Flag Name | Settings › Events › Flags | Yes | Names a visitor flag for selection and display. |
| Flag Icon | Settings › Events › Flags | No | Selects an image for the flag, no larger than 100 by 100 pixels. |
| Custom Look Name | Settings › Events › Flags | No | Associates an available custom visitor look with the flag. |
| System Controlled | Settings › Events › Flags | No | Disables manual operator changes through the visitor flag selector. |
| Score Name | Settings › Events › Custom Scores | Yes | Names a custom score that event conditions and actions can use. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage flag and custom-score definitions unless View Only is enabled. |
| Manager | Manage flag and custom-score definitions unless View Only is enabled. |
Limits and good to know
- Keep flag spelling and capitalisation consistent in integration work; flag matching is exact.
- Flag and score definitions do not themselves define when a visitor gains or loses a value.
- System Controlled limits the manual selector. It does not disable automated changes.
- Use the dedicated blocking controls for operational blocking, rather than treating it as a harmless visual marker.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Role access and View Only restrictions control definition changes.
- Skillsets and skills-based routingEnhances
Skill routing lets permitted integration flag changes recalculate the skills used for assignment.
- Spam review and blockingRelated
Use the dedicated blocking controls when a visitor state must prevent further conversations.
- Floor avatar indicatorsEnhances
Flags can affect visitor indicators and appearance on the floor.
- Customer contact detailsEnhances
Linked contact flags can contribute to visitor state such as VIP status.
- Visitor event targeting conditionsEnhances
Event conditions can select visitors using flags and scores.
- Visitor event updates to customer contextConfigured by
Visitor-event actions define when flags and scores are set, cleared or changed automatically.
- Visitor identityRequires
Flags and scores belong to a visitor record.
Used by
- Live visitors on the floorEnhances
Flags and scores add visitor state to live context.
- Visitor search and filtersEnhances
Visitor and linked-contact VIP flags support VIP selection.
- Floor search and filtersEnhances
Visitor flags and scores supply opportunity and VIP filtering.
- Floor avatar indicatorsConfigured by
Flag definitions choose the icons and custom looks used for visitor status cues.
- Visitor and conversation information panelsEnhances
Flags and scores add visitor context and available flag actions.
- Mobile consoleEnhances
Mobile visitor details show and manage available flags.
- Visitor event targeting conditionsEnhances
Flags and scores can qualify visitors.
- Visitor event updates to customer contextConfigured by
Flags and Custom Scores define the markers and scores available to event actions.
FAQ and troubleshooting
Why is a flag disabled in the visitor selector?
Check whether its definition has System Controlled enabled.
Why does a new custom score stay unchanged?
Create or check the event action or integration that assigns its value. A score name alone does not calculate a score.
Why is a browser flag change ignored?
The requested flag may not be permitted for browser changes. Ask Powerfront to review the integration's intended behaviour.
Are flags the same as tags?
No. Flags describe visitor states and can affect behaviour. Page tags and saved conversation or contact tags have separate uses.