Online Visitors is available on Pro and Turbo plans.
Why Use Online Visitors?
Proactive Engagement
Reach out to visitors before they ask for help
Real-time Visibility
See exactly who is on your site and what they’re viewing
Convert Browsers
Engage visitors on checkout or product pages to close sales
Global Overview
Visualize visitor locations on an interactive world map
Accessing Online Visitors
Navigate to Dashboard → Live Support → Online Visitors
The Interface
Desktop View
The desktop interface has three main areas:| Area | Description |
|---|---|
| Visitor List | Left sidebar showing all online visitors with filters |
| World Map | Interactive map with visitor locations and clustering |
| Detail Panel | Slide-over panel with visitor info (click a visitor) |
Mobile View
On mobile devices, you see a full-screen visitor list without the map. Tap any visitor to open their detail panel.Visitor Information
Each visitor in the list shows:| Info | Description |
|---|---|
| Name/Email | If the visitor has identified themselves |
| Country | Flag and country code based on IP location |
| Current Page | The page they’re currently viewing |
| Time Active | How long they’ve been on your site |
| Chat Icon | Indicates if they’ve started a conversation |
Filtering Visitors
Click the Filters button to narrow down the visitor list:Available Filters
| Filter | Options |
|---|---|
| Visitor Type | Known (has email) or Anonymous |
| Page Contains | Filter by URL path (e.g., /checkout, /product) |
| Active Time | 1+ min, 5+ min, 15+ min, 30+ min |
| Conversation | Has started chat or Just browsing |
| Countries | Select one or more countries |
The World Map
Viewing Visitors
- Single markers show individual visitors at their country location
- Cluster circles with numbers show groups of visitors in close proximity
- Click a cluster to zoom in and see individual visitors
- Click a visitor marker to select them and open the detail panel
Map Controls
- Zoom buttons in the bottom-right corner
- Mouse scroll to zoom in/out
- Click and drag to pan the map
Starting a Live Chat
When you find a visitor you want to engage:1
Select the Visitor
Click their name in the list or their marker on the map
2
Review Their Info
Check what page they’re on, how long they’ve been active, and any previous conversations
3
Click Start Live Chat
Press the green Start Live Chat button
4
Send Your Message
A new tab opens with the Live Support interface. Type your greeting and send.
What the Visitor Sees
When you start a chat:- The visitor sees a notification on the chat widget
- They can click to open the conversation
- Your message appears and they can reply
Proactive messages create a new conversation. If the visitor already has an active conversation, consider continuing that one instead.
Best Practices
Target high-intent visitors
Target high-intent visitors
Focus on visitors viewing checkout, pricing, or product pages who have been active for several minutes.
Personalize your greeting
Personalize your greeting
Reference the page they’re viewing: “Hi! I see you’re looking at our Pro plan—can I answer any questions?”
Don't be pushy
Don't be pushy
A friendly offer to help is welcome. Repeated messages or aggressive sales tactics are not.
Check conversation history
Check conversation history
Before reaching out, check if they’ve chatted before. Reference past interactions if relevant.
Respond quickly
Respond quickly
Once you start a chat, be ready to respond. Don’t leave visitors waiting.
Understanding the Data
Known vs Anonymous Visitors
| Type | How They’re Identified |
|---|---|
| Known | Provided email via chat, form, or integration |
| Anonymous | No email on file, identified by visitor ID |
Country Detection
Visitor locations are determined by IP address. Accuracy is at the country level—city-level precision is not available.Integration with Other Features
Recent Conversations
The detail panel shows the visitor’s conversation history. Click any conversation to open it in Live Support.Order History
For known visitors with Shopify or Litium integration, you’ll see their recent orders directly in the detail panel.CRM Integration
If you use Attio, you can also start live chats directly from your CRM contact records.Troubleshooting
No visitors showing
No visitors showing
- Confirm you have the Pro or Turbo plan
- Check that your chat widget is installed and visitors are on your site
- Verify the real-time connection (check for connection banner)
Map not loading
Map not loading
- Ensure you have a stable internet connection
- Try refreshing the page
- Check browser console for errors
Start chat not working
Start chat not working
- Verify your plan includes Live Support
- Check your internet connection
- The visitor may have left the site