# Visitor flags and custom scores

Flags mark visitor states, while custom scores provide numeric values for targeting and automation.

*Release 3.3 · admin, developer, operator*

**Floor › Summary** · **Settings › Events › Flags** · **Settings › Events › Custom Scores**

## 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

### This feature uses

- **Requires** [Visitor identity](VIS-001.md): Flags and scores belong to a visitor record.
- **Configured in** [Roles and permissions](ADM-008.md): Role access and View Only restrictions control definition changes.
- **Configured in** [Visitor event updates to customer context](ENG-007.md): Visitor-event actions define when flags and scores are set, cleared or changed automatically.
- **Works better with** [Skillsets and skills-based routing](CHAT-007.md): Skill routing lets permitted integration flag changes recalculate the skills used for assignment.
- **Works better with** [Floor avatar indicators](CON-010.md): Flags can affect visitor indicators and appearance on the floor.
- **Works better with** [Customer contact details](CRM-001.md): Linked contact flags can contribute to visitor state such as VIP status.
- **Works better with** [Visitor event targeting conditions](ENG-002.md): Event conditions can select visitors using flags and scores.
- **Related** [Spam review and blocking](CHAT-020.md): Use the dedicated blocking controls when a visitor state must prevent further conversations.

### Used by

- **Configures** [Floor avatar indicators](CON-010.md): Flag definitions choose the icons and custom looks used for visitor status cues.
- **Configures** [Visitor event updates to customer context](ENG-007.md): Flags and Custom Scores define the markers and scores available to event actions.
- **Enhances** [Live visitors on the floor](VIS-012.md): Flags and scores add visitor state to live context.
- **Enhances** [Visitor search and filters](VIS-013.md): Visitor and linked-contact VIP flags support VIP selection.
- **Enhances** [Floor search and filters](CON-007.md): Visitor flags and scores supply opportunity and VIP filtering.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Flags and scores add visitor context and available flag actions.
- **Enhances** [Mobile console](CON-033.md): Mobile visitor details show and manage available flags.
- **Enhances** [Visitor event targeting conditions](ENG-002.md): Flags and scores can qualify visitors.

## 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.