2.2 Manage Visitors

Owned by SUPPORT
Nov 03, 2024
4 min read

With CloudCX, you can view and check visitor’s status and information. For different-status visitors, you can perform different actions to provide effective support for the visitor.

In the system, you can do the following actions:

Visitor Info

For the listed visitor, you can click image-20241011-022948.png button to view the visitor’s information, including visitor ID, location, visitor use which browser to browse the website, and the visitor comes from which widget.

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Capture

For the listed visitor, you can click image-20241011-024237.png button to capture the target visitor. Captured visitors will still be displayed in the visitor list after they leave your website.

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Ban

For the listed visitor, you can click image-20241011-024357.png button to ban the visitor. After you ban a visitor, the widget will not display on the visitor’s browsing website, and the banned visitor cannot initiate chats and is not displayed in the Agent Console.

In the Ban page, you can select to ban the visitor from the visitor ID or IP, also you can add comment to describe why you ban this visitor, and then click Confirm.

  • Each visitor has its Visitor ID in CloudCX Web Chat, planted in the visitor’s browser cookie. If a visitor gets banned from his or her Visitor ID, this visitor will not see the chat button using the same browser. However, if this visitor switches to another browser, uses another machine, or clears the cookies in the browser he or she previously used to visit your website, this visitor can see your chat button and initiate chat requests again.

  • If you ban an IP, all visitors using the same IP address will not see your chat button. However, you should be cautious about using this option as it may keep your Web Chat away from many other potential valuable clients.

The banned visitor will be display on Admin Console > Omni Widget > Settings > Ban List, you can find more details about Ban List 2.4.8 Ban List.

Invite

When the visitor’s status is In Site, End, or Refused By Visitor, you can click image-20241011-014909.png button to invite the visitor manually.

In the Invite page, you can edit the invitation message and then click Confirm to send the message to the visitor.

Accept & Refused

When the visitor’s status is Waiting for Chat, you can click image-20241011-021452.png button to accept the visitor’s chat request, or click image-20241011-021506.png button to refuse the visitor’s chat request. If you accept the visitor’s chat request, the status of this visitor will switch to Chatting; if you refuse the visitor’s chat request, the status of this visitor will switch to Refused by Agent.

Go to Chat

When the visitor’s status is Manually Invited or Chatting and the chat is assigned to you, you can click image-20241011-030532.pngbutton to go to the chat window and chat with the visitor.

Join

When the visitor’s status is Chatting with Flow, you can click image-20241011-031002.png button to go to the chat window.

After entering the chat window, click image-20241011-031511.png button to stop the flow to join the chat. Now, you can chat with the visitor.

Monitor

When the visitor’s status is Chatting with Flow, Chatting with Bot, or Chatting, and the chat with Chatting status is assigned to other agent, you can click image-20241015-102655.png button to go to the chat window and monitor the chat between the visitor and flow, bot or other agent.

Take Over

When the visitor’s status is Chatting with Bot, you can click image-20241015-102715.png button to go to the chat window and take over the chat.