LiveDesk Help

Visitor Tracking

Integrate Zoho LiveDesk to your website/blog and convert website visitors to customers. Initiate proactive chat with visitors, engage effectively and close more deals.

Monitor visitors real time and gain more insights about their location, source, referrer, time spent on website,and previous conversations. Set rules and reach out to targeted prospects who land on a certain pages or perform a specific action.

Visitor Lounge 

See your website visitors in your dashboard, tracked and categorized as per your customization. Visit the "Tracking" tab in your operator console to view your visitors on site.

Visitor On-Board

Each visitor is tracked individually. Once the visitor visits your website, visitor country flag will be displayed in the priority circle with a tool tip over it. Your visitors are pulled into the priority circle based on your priority customization. The star shaped images displayed are the visitors yet to be moved into the priority circle. These visitors will be moved into the priority circle once your conditions, configured in the ‘customize’ are met.

The visitor country flag and the tool tip over it provides the basic information about the visitor, before initiating a chat. 

  1. Visitor country flag - Country flag of visitor visiting your website.
  2. Visitor name  - Visitor name will be displayed if LiveDesk has the visitor details else LiveDesk provides a unique reference generated to the visitor.
  3. Time  - Time spent by the visitor in the website.
  4. Visitor contacted  - Visitor contacted by the agent.
  5. Visitor responded  - Visitor has responded back to the agent.
  6. Repeated visitors  - The green coloured line displayed in the top right corner of the tool tip, notifies the agent as the visitor is frequent to your website.

Advanced visitor information

A click over the visitor will display the chat window to trigger proactive chat. This window also provides an insite on visitors page navigation and advanced visitor information categorized within the tiles. 

Visitor Availability & Action

The first tile displays the information about the visitor availability and the current action of the visitor in the website.

Visitor Availability

The colour line displayed in the top of the tile represents the availability of the visitor in the website. 

    • Green - The visitor is active in the website.

    • Orange - The visitor is idle in the website.

Visitor Action

The tile also provides an insight on current action of the visitor in the website. 

  • Contacted - The visitor is contacted by the agent.
  • Responded - The visitor has replied back to the agent.
  • Waiting - The visitor has initiated a chat and yet to be picked.
  • Accessed - The visitor has visited your website.
  • Clicked - The visitor has clicked the chat widget in the website.
  • Missed - The chat initiated by the visitor has been missed.
  • Chat Completed - The visitor has completed the chat with another agent.

Time on Site

The second tile displays the total time spent by the visitor in the website.

Visitor chats & visits

The third tile provides information about total number of chats, number of visits and last visit time by the visitor in the website.

  1. Chats – Count on number of chats with the visitor.
  2. Visits – Count on total number of visits by the visitor to the website.
  3. Last visit  – Visitor's last visit time to the website.

Note : A click on the chat count will display all the previous chats with the visitor.

Visitor location

The fourth tile provides an information about the visitor location (State, City) and the IP address.

Visitor source page

The tile next to the location provides an insight, as to where the visitor have landed in the website on his first instance. Clicking the link will open the page in a separate tab.

Referrer

The last tile provides an information about your website referrer to your visitor.

Tracking visitor page navigation

On the right, you can find the information about the pages navigated by the visitor on your website in real time. The navigation area provides information about the visitors page navigation, Time spent on each page with the page visit time and visitor chats if any. Above the visitor navigation area you can find the Last chat attender of the visitor and the current availability of the agent. 

  1. Visitors page visit time.
  2. Visitor current page.
  3. Time spent on the page
  4. "Connected to agent", will be displayed when the visitor is chatting with an agent. 
  5. On completion of chat with an agent ”chat completed with agent” will be displayed. A click on the link will display the chat transcript.
  6. Visitor has left your website.
  7. Last chat attender for the visitor.
  8. The current status of the last chat attender.
  • Green – Agent Online
  • Orange – Agent Idle
  • Red – Agent Busy
  • Grey – Agent Offline

Other visitor information

On the top of the tiles you can find other visitor information such us Visitor Country, Browser and the Operating System.

You can also see the Visitor name on availability, if not LiveDesk provides a unique reference generated to the visitor. The star symbol displayed on the top right corner of the name indicates as the visitor is repeated to your website.

  1. Visitor name or unique ID
  2. Repeated visitor
  3. Visitor country flag
  4. Browser
  5. Operating system

Initiating a chat to your website visitor

A click over the visitor, will display the proactive chat window to initiate a chat.

You just have to type your question and hit "enter" in the text box provided below or click “Start Chat” to initiate a chat with the visitor.

Initiating a Live Chat when associated with multiple department

A click over the visitor will display a proactive chat window to initiate a chat. You just have to type your question and hit "enter" in the text box provided below. This will popup a button with the department drop down, selecting the required department will initiate a chat to your website visitor.

Using canned messages to initiate a chat

LiveDesk allows the agents to use canned messages for initiating a chat. Just type "#" followed by your text in the proactive chat window and see the system suggests canned messages for the text you type. Hit "enter" to select or press "Esc" to ignore the system suggestion.

Visitor offline

Not all your website visitor might reply to your chat. There might be instances for a visitor to go offline or close the browser after initiating a proactive chat. The proactive chat window displays a message “Visitor has left your website” to the agent, with the greyed out button when a visitor is offline.

Responding to visitor replied chats

On receiving a reply from a visitor, the proactive chat window displays a message “Visitor has replied to this chat” with a continue button. A click on the “continue” button will open the chat tab to respond back.

Attending the waiting visitors chat

There are instances for a visitor to initiate a chat, while they have been tracked in. The proactive chat window displays a “pick up” button, while the visitor action in tile changes to "Waiting". A click on the "pick up" button will open the chat tab ensuring the visitor chat is attended.

Customize your tracking

What is a priority circle?

Visitor tracking in LiveDesk provides four different priority circles to ensure the visitors are targeted as per your priority in the dashboard. The innermost priority circle can be fixed with the visitors of most priority and followed by the least in the outer circle or vise versa or based on your need.

Customizing the priority circles

Website visitors can be prioritized by the agents in their dashboard. LiveDesk allows the agents to target the visitors in the priority circles as per need. Hover over "customize" in the agents tracking operator console and click "customize" to get the window for customize tracking.  

  • To customize the priority circle, go to "customize" on the right side the tracking tab.
  • Click on the space below "Prioritize your visitor", select the required condition followed by setting up the criteria then click "save".

Note: Follow the steps can used to customize all the four priority circle.

Setting up your conditions for customization

Tracking allows the agents to modify and set their predefined conditions for prioritizing the visitors into their dashboard.

Predefined tracking conditions

The below conditions are available for agents to customise the priority circle in their dashboard.

Condition Description
Browser Browser used by the visitor in the website.
Country Country of the visitor accessing the website.
Current page URL of the page where the visitor is accessing.
Current page title Title of the page where the visitor is accessing.
CRM Contact Contact information of your website visitors in Zoho CRM, Click to know more.
CRM Lead Lead information of your website visitors in Zoho CRM. Click to know more.
CRM Potential Potential value of your website visitors in Zoho CRM. Click to know more.
Campaign Source UTM used to identify a search engine, newsletter name, or other source.
Campaign Medium UTM used to identify a medium such as email or cost-per- click.
Campaign Term UTM used for paid search eg: keywords for the ad.
Campaign Content UTM used for testing and content-targeted ads.
Campaign Name UTM used for keyword analysis to identify a specific product promotion or strategic campaign.
Department Department in the chat widget of the website.
Google click Identifier "GCLID," used to track your website visitors from an AdWords ad.
IP address IP address of the visitor visiting the website.
Landing page URL of the page where the visitor have landed in the website.
Landing page title Title of the page where the visitor landed in the website.
Number of past chats Count on number of past chats with the visitor.
Number of URLs accessed Count on number of URLs visited by the visitor.
Number of visits Count on number of visit by the visitor in the website.
Operating System Operating system used by the visitor.
Referrer Source from where the visitor is referred from.
Region Region of the visitor in the website.
Search engine Search engine used by the visitor.
System status Satus provided by the system for the visitor.
Time since last action Time since last action performed by the visitor in the website.
Time on site Time spent by the visitor in the website.
Visitor availability Visitors availability in the website.
Visitor Info Use our JavaScript APIs to set the values.
Web Embed Embed in the website where he visitor is accessing.
Advanced To set two or more conditions.

Setting up a criteria for customization

Tracking allows you to define a criteria for the set conditions. It enhances the customization of filtering the website visitors and prioritizing them more precisely.

  1. is equal to
  2. not equal to
  3. between
  4. is greater than
  5. is lesser than
  6. begins with
  7. ends with
  8. contains

Setting up your values for customization

Once the condition are defined you can provide a value for the set condition. A click on “enter a value ” will provide you a list of values available in LiveDesk or you can input it manually. You can add multiple values to these fields by adding a comma at the end of each value.

Presets

LiveDesk tracking also provides four different default presets for easy and quick customization

  1. By last activity time – Visitors last activity time in the website.
  2. By past chats – Number of past chats with the visitor.
  3. By time spent – Time spent by the visitor in the website.
  4. By visits – Count on number of visits by the visitor.

  • To select the presets, go to "customize" on the right side the tracking tab.
  • Click on "Presets", select the required presets from the drop down then click "Apply".

Hiding visitors connected to other agents

Tracking also allows you to hide the visitors, connected to other agents through live chat. To ensure this make sure you enable the check box in the bottom of the customization window.

Routing your site visitors to your agents

LiveDesk allows you to route the tracked visitor to your agents as per their specialization. The "Tracking Rules" in settings  allow you to personalize the visitor tracking according to your business needs.

  • To route your website visitors go to "Settings"
  • In the “Tracking Rules” tab click on the "Add" to set your required filters.
  • Select the required "condition" from the list, followed by setting up your "criteria" for your conditions. 
  • Enter a value for the set condition.
  • Add the agents name in the “route to agents” section by clicking on the "+" symbol, to get the visitors assigned to your agents.
  • To remove the added agents, hover over the agents and click "-" symbol.

Note: Tracking rules tab in the settings is available only for an agent who has administrator privileges. These rules will be matched from top to bottom. You can drag & drop to re-order the rules and remove it by clicking the "X" displayed towards the right. 

Setting up your automated proactive chat triggers

LiveDesk allows you to automate proactive chat triggers or to set up an action for your chat widget in the website while routing the tracked visitor to your sales rep as per their specialization.

  • To set action for your chat widget in your website go to "Settings".
  • In the “Tracking Rules” tab click on the "Add" to set your required filters.
  • Select the required "condition" from the list, followed by setting up your "criteria" for your conditions.
  • Enter a value for the set condition.
  • Add the agents name in the “route to agents” section by clicking on the "+" symbol, to get the visitors assigned to your agents.
  • "Select an action" from the list followed by setting up your required time to trigger the action.

Defining an action

LiveDesk is designed automate an action for your chat widget on a predefined time while routing your website visitors to an agent. The below actions are available for an administrator in the tracking rules tab.

Action Description
Animate button To animate the button in your site.
Glow button To glow the button in your site.
Open chat window To open the chat window in your site.
Send chat invite To send an automated proactive chat invite to your site visitors.
Show bubble To display the chat bubble in your site.
Show button To display the button in you site.
None Selecting none will not trigger any action.

Don’t miss a visitor

LiveDesk tracking is designed to get the most. The tracking rules allows you to find the visitor does not matching your set conditions. Those visitors can be routed to all agents just with a click.

All you have to do is select “Route rest of the visitors to all agents” at the bottom.

Tracking suggestions

Livedesk provides top three tracking suggestions based on visitor country, region and landing page with the visitor count. A click over the “+” symbol will add the suggested rule to your tracking list.

Do not route

Not that everyone who visits your website will be a customer or interested visitor. Sometimes you have to stop routing those visitors to your agents. It increases the percentage of genuine live chats.

To encounter this problem the Tracking rules in LiveDesk is equipped with an option “Do not route”. This allows the administrators to downsize to the visitor traffic to your agents operator console.

All you have to do is select “Do not route” from the drop down.

Personalize your sounds for tracking

You can personalize the sound setting for tracking, when a visitor visits the website and leaves out.

  • Click your name at the top right corner.
  • From the drop-down menu click "Personalize".
  • The "Personalize" window will pop up. Choose the "Sounds tab" followed by the "Visitor events".
  • The last two in the visitor events will customize the tracking sound events.
    • Visitor on - board – When a new visitor visits the website
    • Visitor departed – When a visitor leaves the website
  • By clicking on the drop-down menu to the right of event name, allows you to choose from different sound options or choose "None" if you wish, not to have a sound notification for that particular event.
  • Each time you make a change by clicking the name of that particular sound the system automatically saves it to your new choice. Once you have chosen which sounds you want for each event, simply click the X symbol at the top right to return to the LiveDesk operator console window.

Tracking reports

The Tracking reports section in the Reports module, is a robust dashboard that gives you a feel about everything in the entire live chat tracking operations.

You can enter the Tracking Reports module, by clicking “Reports tab” on the left side of your agent operator console followed by a click on the “Tracking” tab.

Tracking Summary

The tracking summary line graph displays the overall summary about the visitor tracking in your website.

  • Visits - Count on total visit in the website.
  • Contacted - Count on number of proactive triggers initiated by the agents.
  • Responded - Count on chats replied by the visitor on proactive chat triggers.

Note: But you are not limited to viewing reports only for today, and it is easy to change the range of the report.

Tracking Analysis

The tracking analysis report lets you view the average number of pages visited by a visitor and the average time spent by the visitor in a page.

  • Page Visits - The average number of pages visited by a visitor.
  • Average Time - The average time spent by the visitor in a page.

Website visitor analytics

In the final report section you can view the visitors website activity with the aggregate count. In this view, you can visualize your site visitor activity across the selected time frame.

Visits - The total number of visits to your website during the set date range.

Unique visitors – Unique visitors refers to the number of unique individuals that visited your website with the aggregate percentage.

Contacted - Count on number of proactive triggers initiated by the agent.

Responded - Count on chats replied by the visitor on proactive chat triggers with the aggregate percentage.

Avg Time Spent - The average time spent by the visitors in your site.

Avg Page Visited – Average number of pages visited by the visitors.

Total Page Views – Count on total number of pages viewed.

Total Visitor – Count on number of visitors.

Disabling tracking for your LiveDesk account

Tracking can be disabled in web embed settings. Follow the below steps to get your tracking disabled.

  • Click "Settings".
  • In the Web Embed section, click on the name of the embed, which you would like to disable tracking.
  • Go to "Button Appearance" section, click “Change the Appearance”.
  • Disable “Tracking” and click “Save”.

Note: The same can be followed to enable tracking. Tracking is available only in float chat widget.

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