> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Online Visitors

> Monitor and engage with visitors browsing your site in real-time

See who's on your website right now. The Online Visitors feature gives you a live map and list of all active visitors, letting you proactively start conversations to assist or convert potential customers.

<Note>
  Online Visitors is available on **Pro** plans.
</Note>

## Why Use Online Visitors?

<CardGroup cols={2}>
  <Card title="Proactive Engagement" icon="hand-wave">
    Reach out to visitors before they ask for help
  </Card>

  <Card title="Real-time Visibility" icon="eye">
    See exactly who is on your site and what they're viewing
  </Card>

  <Card title="Convert Browsers" icon="cart-shopping">
    Engage visitors on checkout or product pages to close sales
  </Card>

  <Card title="Global Overview" icon="globe">
    Visualize visitor locations on an interactive world map
  </Card>
</CardGroup>

***

## 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                       |

<Tip>
  Filter for visitors on checkout pages who have been active for 5+ minutes—these are high-intent shoppers who might need help completing their purchase.
</Tip>

***

## 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:

<Steps>
  <Step title="Select the Visitor">
    Click their name in the list or their marker on the map
  </Step>

  <Step title="Review Their Info">
    Check what page they're on, how long they've been active, and any previous conversations
  </Step>

  <Step title="Click Start Live Chat">
    Press the green **Start Live Chat** button
  </Step>

  <Step title="Send Your Message">
    A new tab opens with the Live Support interface. Type your greeting and send.
  </Step>
</Steps>

### What the Visitor Sees

When you start a chat:

1. The visitor sees a notification on the chat widget
2. They can click to open the conversation
3. Your message appears and they can reply

<Note>
  Proactive messages create a new conversation. If the visitor already has an active conversation, consider continuing that one instead.
</Note>

***

## Best Practices

<AccordionGroup>
  <Accordion title="Target high-intent visitors">
    Focus on visitors viewing checkout, pricing, or product pages who have been active for several minutes.
  </Accordion>

  <Accordion title="Personalize your greeting">
    Reference the page they're viewing: "Hi! I see you're looking at our Pro plan—can I answer any questions?"
  </Accordion>

  <Accordion title="Don't be pushy">
    A friendly offer to help is welcome. Repeated messages or aggressive sales tactics are not.
  </Accordion>

  <Accordion title="Check conversation history">
    Before reaching out, check if they've chatted before. Reference past interactions if relevant.
  </Accordion>

  <Accordion title="Respond quickly">
    Once you start a chat, be ready to respond. Don't leave visitors waiting.
  </Accordion>
</AccordionGroup>

***

## 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    |

### Location Detection

BubblaV automatically detects the visitor's location using their IP address. This data is extracted at the time of the request and is not stored in our database to ensure visitor privacy.

* **City-Level Precision**: When possible, we display the visitor's city on the Live Map.
* **Accuracy**: IP-based geolocation is highly accurate at the country level, while city-level detection is typically \~66% accurate (within 50km).
* **Privacy-First**: We never store visitor IP addresses. The city and coordinates are passed through a real-time channel and discarded after the visitor leaves.

### Visitor Details

When you click on a marker or select a visitor from the list, you can see more details:

* **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 integration, you'll see their recent orders directly in the detail panel.

***

## Integration with Other Features

### CRM Integration

If you use Attio, you can also start live chats directly from your CRM contact records.

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="No visitors showing">
    * Confirm you have the Pro plan
    * Check that your chat widget is installed and visitors are on your site
    * Verify the real-time connection (check for connection banner)
  </Accordion>

  <Accordion title="Map not loading">
    * Ensure you have a stable internet connection
    * Try refreshing the page
    * Check browser console for errors
  </Accordion>

  <Accordion title="Start chat not working">
    * Verify your plan includes Live Support
    * Check your internet connection
    * The visitor may have left the site
  </Accordion>
</AccordionGroup>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Chat with Customers" icon="comments" href="/user-guide/live-support/chat-with-customers">
    Learn the live chat interface
  </Card>

  <Card title="AI Copilot" icon="wand-magic-sparkles" href="/user-guide/live-support/copilot">
    Get AI-powered suggestions while chatting
  </Card>
</CardGroup>