Visitor information

The visitor information panel is part of the Engagements screen. This visitor information panel appears alongside an active chat and gives the ability to view rich information about the visitor.

1CRM View toggle

A selection menu control that toggles between views of chat information and views of CRM record(s). See /wiki/spaces/ITSD/pages/228491711.

The CRM View toggle control appears if one or more external CRM systems are configured.

2Visitor summary

A summary of information from the prechat survey and browser visitor monitoring data.

  • Visitor Image
    • Default: A map image of the general location of the user based on the visitor's ISP.
    • Social Media: if the visitor logs into Velaro with their social media credentials, the social media platform profile image is displayed.
  • Email address: if the email address is available from the pre-chat survey it is displayed.
  • The city, state and country of the visitor is displayed, based on the available browser visitor information.

The results of the visitor pre-chat survey, if enabled and configured. See Pre-chat survey

4Agent surveyDisplays the Agent survey, if enabled and configured. Agents can be required to answer the agent survey based on workflow configuration rules. See Agent survey.
5Custom dataA listing of the custom data variables that have been passed into the Velaro application. This is most often marketing campaign management and visitor identification data passed into Velaro from customer websites, marketing management systems or customer networks. See Configuring custom data.
6ActivityThe website browsing history of the visitor.
7InformationThe default visitor information data captured from the visitor's browser session. 
8HistoryThe history of chats with the customer.
9Group transfersThe history of group transfers for the visitor.
10eCommerce informationFor customers with a Magento integration, the visitors shopping cart contents and other checkout information is displayed.