Favourite visitors
Mark visitors as your customers and use their return to help continue the relationship.
What it is
A favourite is a visitor you have marked as one of your customers. It belongs to your operator relationship with that customer. INSIDE can use visitor events to alert you when a favourite returns or bring them to your floor.
Who uses it and why
Operators use favourites to find customers they know and continue earlier conversations. Supervisors can help operators distinguish favourite status, floor visibility and conversation assignment.
Where to find it
Open a visitor and use Favourite. In the Store App, the flag is labelled Favorite, with My Customer beneath it. The floor has a Starred filter, and mobile visitor search includes My Customers / Favorites.
How it works
- Select the visitor and turn on Favourite.
- INSIDE applies the relationship to that visitor and other visitor identities linked to the same customer.
- Use the favourite search or floor filter to narrow your view.
- If return events are configured, INSIDE can notify favourite operators or bring the visitor to their floor.
Turning off Favourite removes the relationship across linked visitors. Removing a visitor from the floor is a separate action and need not remove the favourite relationship.
Configure it
You can mark or unmark your favourite visitors directly.
Ask Powerfront to change Auto-Favorite Chat Visitor if you want chats to create favourites automatically. For a visitor-initiated chat, this requires at least one operator message. For a proactive chat, it requires at least two operator messages and two visitor messages. Conversation-control messages do not count towards that proactive threshold.
Return notifications and floor actions are configured through Settings › Events › Visitor Events, available to Settings and Manager roles.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Auto-Favorite Chat Visitor | Settings › General Settings › Admin | website | Off | Powerfront | Automatically marks the visitor as a favourite after a qualifying chat message exchange. |
Limits and good to know
- A favourite does not by itself assign a conversation to you.
- Bringing a favourite to the floor requires a currently loaded visitor who supports chat and an operator floor to receive them.
- Favouriting an offline record does not make that visitor online.
- Favourite status is separate from the website's VIP flag.
- Removing linked favourites also clears automatic pinning on their live email conversations.
Depends on and works with
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages automatic favouriting during chat.
- Taking and pinning conversationsEnhances
Automatic email-ticket pinning can use favourite status, and removing a favourite clears related automatic pins.
- Live visitor and operator floorEnhances
A live favourite visitor can be brought to or removed from your floor.
- Contact merge preview and assignmentEnhances
Linked visitor identities extend favourite changes to the same customer's other linked visitors.
- Visitor event alerts for operatorsEnhances
Visitor events can notify favourite operators and bring returning visitors to the floor.
- Visitor search and filtersEnhances
Visitor search can select your favourite visitors.
Used by
- Visitor search and filtersEnhances
Favourite relationships support My Customers / Favorites filtering.
- Floor search and filtersEnhances
Favourite visitors can be selected through the Starred filter.
- Floor avatar indicatorsEnhances
Favourite status supplies the star indicator.
- Visitor and conversation information panelsEnhances
Operators can mark a visitor as a favourite.
- Mobile consoleEnhances
Mobile customer context supports favourites.
- Visitor event alerts for operatorsEnhances
Favourite membership supplies recipients and can be changed by additional actions.
- WhatsApp Business App connectionEnhances
Imported Business App contacts can be added to the owner's favourites.
- Purchase tracking and sales totalsEnhances
An attributed purchase can automatically favourite the visitor.
FAQ and troubleshooting
Why did a favourite change on another visitor record?
Favourite changes include visitor identities linked to the same customer.
Why did my favourite not return to my floor?
Favourite status alone does not enable a return event. Check the visitor-event rules and whether the visitor is currently available.
Does removing a visitor from my floor remove the favourite?
No. Floor visibility and the favourite relationship are separate actions.
Why did an email conversation lose its automatic pin?
Removing favourite status also clears automatic pinning on related live email conversations.