Live visitors on the floor
Live visitor information updates the floor for operators who are viewing the relevant channel.
What it is
INSIDE supplies current visitor information to the operators viewing the relevant channel. As visitors browse, change state or leave, the live floor receives updates. Each operator's view depends on their access, channel and display filters.
Who uses it and why
- Operators use live visitors to choose whom to help and keep current conversations in context.
- Supervisors check the visitors and activity available to their teams.
Where to find it
Use the live floor for your selected website and channel. Channel setup is at Settings › Channel. Someone with the Settings role can review operator access at Settings › Account › Operators.
How it works
When your floor loads its current channel, INSIDE supplies the visitor information for that channel. Later updates add visitors, refresh their context, change their activity state or remove them.
Live context can include the current page, visitor details, flags and conversation state. Some information is relative to you, such as your relationship with the visitor. Opening a visitor loads further detail separately.
A visitor can belong to several channels. INSIDE directs the live updates to the distinct operators viewing those channels, avoiding duplicate delivery just because the visitor belongs to more than one of them.
The normal current-channel list excludes memory-only visitors. It also excludes certain postponed non-web conversations assigned to the operator viewing the list.
Configure it
Ask someone with the Settings role to review the intended website, channel and subsite access for each operator. Use floor filters when you want to narrow what you see within your available audience.
For an unexpected difference between operators, compare their selected website and channel first, then their access and filters. Someone with the Settings role can review the account configuration.
Limits and good to know
- The live floor is scoped to the selected website and channel. It is not a global list of every visitor across your accounts.
- Visible visitors, online visit sessions and all visitors retained for active work are different populations.
- Opening visitor details can reveal additional context that was not included in the initial live list.
- Presence cleanup and consent settings affect list membership independently of floor rendering.
- A live list changes as people browse. A count or page of results can change while you are looking at it.
Depends on and works with
+1 more · this feature uses
- Cookie consent and opting outConfigured by
Memory-only visitors are excluded from the normal current-channel visitor list.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Operator roles and permissions control access to the relevant workspace and settings.
- Website, channel and subsite accessConfigured by
Website, channel and subsite access determine which visitor audiences an operator may view.
- Console connection and recoveryRequires
Operators need a connected console to receive current visitor updates.
- Live visitor and operator floorEnhances
The live floor presents visitors and their current context.
- Floor search and filtersConfigured by
Floor filter selections narrow which live visitors are displayed to an operator.
- Visitor page and product trackingEnhances
Page views update the browsing context included in live visitor information.
- Visitor flags and custom scoresEnhances
Flags and scores add visitor state to live context.
- Visitor activity and availabilityRequires
Activity and disconnection handling determine live visitor state and removal.
- Cookie consent and opting outConfigured by
Memory-only visitors are excluded from the normal current-channel visitor list.
Used by
- Visitor activity and availabilityEnhances
Live lists reflect visitor activity updates and removals.
- Live visitor and operator floorRequires
Website and channel visitor lists determine which people are loaded.
- Mobile consoleRequires
The mobile floor needs the visitor lists supplied for the selected channel.
FAQ and troubleshooting
Why can another operator see a visitor that I cannot?
Compare your website, channel, subsite access and floor filters. Your live audiences may differ.
Why does the floor count differ from a live dashboard?
The views may count different populations, such as visible visitors, sessions or conversations. Compare the definitions and scope before treating the difference as missing data.
Why is a memory-only visitor absent from the normal list?
INSIDE excludes those visitors from its normal current-channel visitor list.
Why did a visitor disappear while I was looking at the floor?
Their presence, channel membership or availability may have changed. Check the visitor's conversation and your current filters if you still need to find them.