Visitors on the site
Operators see the person who is on the site right now, before they write: the page, the path through the site and the time. With separate permission — what they are typing and where they are looking. And they can message first.
Turning it on
SettingsWidget builderPrivacyLive visitors. Three switches, all off by default.
Show visitors on the site — an “On the site now” section appears in the inbox: the page, time on site, and whether the person is typing. The section is shown only while somebody is there.
Show what the visitor is typing — the operator sees the text before it is sent, but only with that visitor’s card open. The widget then shows “The operator can see you typing”. You cannot remove that line separately: a preview without the notice is not a feature, it is a surprise.
Show the cursor and scrolling — a schematic of the screen with a cursor dot. This is not a screenshot: it shows where the person is looking, not what is written there.
What we store
None of this reaches the database. Presence, the page, the path, the typed text and the cursor coordinates live in memory while the person is on the site and disappear a minute and a half after they close the tab.
Only what the person actually sent is stored in the conversation. To the question “do you keep what I didn’t send” the answer is no.
When the widget stays quiet
No telemetry is sent at all when the tab is hidden, when the browser sends Do Not Track or Global Privacy Control, and on touch screens — there is no cursor there. Presence stays: “somebody is on the site” is a counter, not surveillance of a person.
The query string is stripped from the page address: a site may keep anything there, up to and including sign-in tokens.
Messaging first
A button on the visitor’s card. It creates a normal ticket, as if the person had written themselves: rules, auto-assignment and notifications all apply. The subject comes from the page the operator reached out from.
There is no way back: the visitor becomes a contact and stays one.