# Favourite visitors

Mark visitors as your customers and use their return to help continue the relationship.

*Release 3.3 · operator, supervisor*

**Settings › General Settings › Admin** · **Settings › Events › Visitor Events**

## 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

1. Select the visitor and turn on **Favourite**.
2. INSIDE applies the relationship to that visitor and other visitor identities linked to the same customer.
3. Use the favourite search or floor filter to narrow your view.
4. 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, on request | 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

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Powerfront manages automatic favouriting during chat.
- **Works better with** [Taking and pinning conversations](CHAT-011.md): Automatic email-ticket pinning can use favourite status, and removing a favourite clears related automatic pins.
- **Works better with** [Live visitor and operator floor](CON-006.md): A live favourite visitor can be brought to or removed from your floor.
- **Works better with** [Contact merge preview and assignment](CRM-004.md): Linked visitor identities extend favourite changes to the same customer's other linked visitors.
- **Works better with** [Visitor event alerts for operators](ENG-008.md): Visitor events can notify favourite operators and bring returning visitors to the floor.
- **Works better with** [Visitor search and filters](VIS-013.md): Visitor search can select your favourite visitors.

### Used by

- **Enhances** [Visitor search and filters](VIS-013.md): Favourite relationships support My Customers / Favorites filtering.
- **Enhances** [Floor search and filters](CON-007.md): Favourite visitors can be selected through the Starred filter.
- **Enhances** [Floor avatar indicators](CON-010.md): Favourite status supplies the star indicator.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Operators can mark a visitor as a favourite.
- **Enhances** [Mobile console](CON-033.md): Mobile customer context supports favourites.
- **Enhances** [Visitor event alerts for operators](ENG-008.md): Favourite membership supplies recipients and can be changed by additional actions.
- **Enhances** [WhatsApp Business App connection](CHN-009.md): Imported Business App contacts can be added to the owner's favourites.
- **Enhances** [Purchase tracking and sales totals](COM-020.md): 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.