Who is on your site right now, what page they are on, and taking a conversation over.
Live visitors shows the people on your site at this moment — including the ones who have not typed anything yet.
Open the Inbox toggle in the top navigation, then Live visitors.
Three groups
The rail on the left splits everyone into:
- Needs you — asked for a human, nobody has picked it up
- In conversation — actively chatting with the agent
- Browsing — on the site with the widget loaded, not chatting
That third group is the reason this page exists. It used to only show people who had already sent a message, which is a small fraction of the people on your site at any moment.
How presence works
The widget sends a quiet heartbeat while the tab is visible. When someone closes the tab or navigates away, they drop off within about a minute.
Two kinds of people appear here without a heartbeat, and they are marked differently:
- Someone who asked for a human and then closed the tab. They still need answering.
- Anyone chatting on a messaging channel — there is no widget on their screen to send a heartbeat.
The map
Visitors are placed on a map from their approximate location. It is city-level and derived from the network request, not from anything the visitor gave you, so several people in the same city collapse onto one pin.
The map needs a Google Maps key to be configured. Without one the rest of the page works exactly as normal and the map area explains itself.
Taking over
Take over claims the conversation and drops you into the Inbox to reply. There is deliberately no second composer here — one place to type.
If a teammate claims the same conversation a moment before you, you are told who has it rather than silently reassigning it.