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Defining a Live Chat Visitor

What is a visitor?

It's an online user who lands on a Live Chat-enabled web page and starts a conversation with an operator.

Once a visitor initiates a conversation, Sinorbis sets a cookie on the visitor's browser. The cookie has a unique code and an expiry period of 30 days.

There are two types of visitors:

  • new visitor (without a valid cookie)
  • returning visitor (with a valid cookie)

Note: A visitor with an expired cookie is treated as a new visitor.


Browser Cookie

The name of the cookie on the visitor's browser is livechatid. Sinorbis uses a sliding scale to set the expiry date.

  • Each time a visitor lands on a page included in the cookie data, the expiry date extends 30 days.

The image below shows some cookie information as seen on Firefox.

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New Visitors

Live Chat-enabled pages display an icon for new visitors.

  • The icon does not display on Live Chat-disabled pages if the target option is set to Selected Website Pages.

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A form displays after a user clicks the Live Chat icon. The user enters their contact information (first name, last name, and email address).

After the user clicks the Submit button, Sinorbis sets a cookie on the visitor's browser with the relevant information and assigns an operator based on the operator assignment logic for the page.

  • The visitor can now chat with the assigned operator.

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Returning Visitors

A returning visitor is a user with a valid 30-day cookie. 

If a returning visitor (with a valid cookie) comes back to a website page, they can resume a previous conversation. Sinorbis does not ask returning visitors for contact information. The Live Chat widget displays any previous messages.

The operator assignment can change based on the Live Chat settings at the time of visit.

  • If the operator assigned to a page changes, the visitor chats with the current operator. However, the returning visitor cannot see the full history of the chat.


Visitors with a valid cookie can see the icon on Live Chat-disabled pages. When navigating to these pages, the assigned operator does not change.

 

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