Visitor names and session codes
Identify visitors by their available name and use a four-digit session code to find a current visitor.
What it is
INSIDE uses the available customer information to display a useful visitor name. A temporary session code also lets an operator find a visitor who is currently on the website. This helps when the visitor is speaking to you by another means and needs online assistance.
Who uses it and why
Operators use names to recognise customers and session codes to find the correct current visitor. Visitors share the code shown by the website's Join the Call or Session Code control when asked by an operator.
Where to find it
Visitor names appear on the floor and in visitor details. Use Search on the floor to look up a session code.
Visitors see the code through Join the Call or the session-code icon when the website's chat experience includes those controls. The displayed wording can be customised.
How it works
INSIDE chooses the first available name in this order:
- The linked contact's primary name.
- The website member's name.
- The stored customer name.
- The visitor's nickname.
- A configured default visitor alias.
If none is available, INSIDE uses Customer. A voice visitor can instead use a matching business-directory name before that final fallback.
To locate a current visitor, ask them for their four-digit code. Enter a hash sign followed by the code in floor Search, for example #1234. If INSIDE finds the visitor, the Add visitor to floor control appears. Select it to bring the visitor into your floor view.
Configure it
The website's chat launcher configuration determines whether visitors have a Join the Call or session-code control. With the Settings role, configure these controls in Settings › Chat › Themes or, for older setups, Settings › Chat › Chat Pane.
Customer names supplied through your website or linked contact affect the displayed name. Changing a nickname does not override a higher-priority contact or member name.
Limits and good to know
- A displayed name does not prove that a visitor's identity has been verified.
- Codes contain four digits; leading zeroes matter. The code 0000 is not allocated.
- Codes are scoped to the current website and current visitor state.
- A code can change after visitor cleanup or a service restart. It is not a permanent customer reference.
- There are at most 9,999 usable codes per website. A code may be unavailable if all are allocated.
- Finding a visitor does not itself start a conversation or grant co-browse consent.
Depends on and works with
View all connections as a list
This feature uses
- Floor search and filtersEnhances
Floor search accepts a session code prefixed with a hash sign.
- Customer contact detailsEnhances
A linked contact's primary name takes priority in the visitor display name.
- Visitor data mapping for customer identityEnhances
Website member information can supply a visitor name.
- Telephone directory and number blockingEnhances
A matching business-directory entry can supply the fallback name for an otherwise unnamed voice visitor.
- Co-Browse with website visitorsRelated
A session code helps locate a visitor before requesting their separate co-browse consent.
- Visitor chat themes and brandingConfigured by
Theme header controls and labels determine how visitors reach their session code.
- Joining calls and approving Co-BrowseEnhances
Join the Call gives visitors a control for displaying the session code to share with an operator.
FAQ and troubleshooting
Why does a contact name override the website name?
The linked contact's primary name has the highest priority.
Why does the code find nobody?
Check the website, all four digits and the leading hash sign. Ask the visitor for their current code, as an earlier code may no longer be valid.
Is the session code a password?
No. It locates a current visitor. It does not sign them in or verify their identity.
Why is there no code control on the website?
Its visibility depends on the configured chat experience. Ask someone with the Settings role to check the Join the Call and session-code controls.