Understand the Visitors online view
Use visitor presence as context without treating it as a guaranteed live connection.
Before you begin
Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.
Step by step
- 1
Open the visitor view
Select Visitors online to inspect current observed website activity for your workspace.
- 2
Check the context
Use the available page and session information to understand why someone might need help. Presence reflects observed activity and can become stale.
- 3
Open a linked conversation
When a conversation exists, read it before responding or taking over.
- 4
Use workflows for repeatable outreach
Configure page and behavior conditions in Workflows instead of manually repeating an invitation for every visitor.
Good to know
An online visitor has not necessarily requested staff support. Browser suspension, blockers and connectivity can affect presence reporting.
Check the result
Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.
Questions & troubleshooting
The count changed unexpectedly
Check time, active filters and workspace. Presence is not a billing count or a count of unanswered requests.
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