Visitor Tracking#

CommFlow automatically tracks visitors on your website, giving you valuable context when they start a conversation.

What Gets Tracked#

When a visitor loads your website with the CommFlow widget, the following information is collected:

Automatic Data Collection#

Session Information#

• First Visit - When they first came to your site
• Current Session Start - When this visit began
• Pages Viewed This Session - Navigation path
• Time on Site - Duration of current visit
• Return Visitor - Whether they've visited before

Viewing Visitor Information#

During Conversations#

When chatting with a visitor, see their info in the right panel:

1. Overview Tab

   • Name and email (if provided)
   • Location and timezone
   • Device and browser

2. Activity Tab

   • Current page
   • Pages viewed this session
   • Navigation timeline

3. History Tab

   • Previous conversations
   • Past visits
   • Total engagement time

In the Visitors Module#

Access detailed analytics at /visitors:

• Active Visitors - Currently on your site
• All Visitors - Historical visitor data
• Visitor Lists - Custom segments

Real-Time Tracking#

Live Visitor Feed#

See who's on your site right now:

1. Go to Visitors in the sidebar
2. View the real-time list
3. See current page, location, and status

Visitor Status Indicators#

Page Navigation Tracking#

Watch visitors navigate in real-time:

• See page changes as they happen
• Track scroll depth
• Monitor engagement signals

Custom Visitor Data#

Setting Custom Properties#

Pass additional data about known visitors:

cf('setVisitor', {
  name: 'John Doe',
  email: 'john@example.com',
 
  // Custom properties
  customFields: {
    plan: 'Enterprise',
    accountId: '12345',
    company: 'Acme Inc',
    mrr: 299,
    signupDate: '2024-01-15'
  }
});

Tracking Custom Events#

Track specific actions on your site:

// Track page views with context
cf('track', 'page_viewed', {
  page: '/pricing',
  section: 'enterprise'
});
 
// Track feature usage
cf('track', 'feature_used', {
  feature: 'export',
  format: 'csv'
});
 
// Track conversions
cf('track', 'purchase', {
  plan: 'Pro',
  amount: 29.99,
  currency: 'USD'
});

Identifying Logged-In Users#

When a user logs into your app:

cf('identify', {
  userId: 'user_123',
  name: 'John Doe',
  email: 'john@example.com',
 
  // Link to your system
  traits: {
    accountId: 'acc_456',
    role: 'admin',
    plan: 'enterprise'
  }
});

Visitor Segments#

Creating Visitor Lists#

Organize visitors into segments:

1. Go to Visitors
2. Click Create List
3. Set criteria:
   • Location (country, city)
   • Visit count
   • Pages viewed
   • Custom properties
   • Last seen date

Example Segments#

High-Intent Visitors:

• Viewed pricing page
• More than 3 page views
• Time on site > 5 minutes

Enterprise Prospects:

• Custom property: company_size > 100
• Viewed enterprise features
• Located in target regions

Returning Visitors:

• Visit count > 3
• Has provided email

Analytics & Reporting#

Visitor Metrics#

Track key metrics in the Visitors dashboard:

Export Data#

Export visitor data for analysis:

1. Go to Visitors
2. Apply filters as needed
3. Click Export
4. Choose format: CSV or JSON

Privacy & Compliance#

Data Collection Consent#

For GDPR/CCPA compliance:

cf('init', {
  workspaceId: 'YOUR_WORKSPACE_ID',
 
  // Require consent before tracking
  requireConsent: true,
 
  // Custom consent message
  consentMessage: 'We use cookies to improve your experience.',
 
  // Consent callback
  onConsent: function(granted) {
    if (granted) {
      // User accepted
    }
  }
});
 
// Later, after user consents
cf('consent', true);

Respecting Do Not Track#

cf('init', {
  workspaceId: 'YOUR_WORKSPACE_ID',
  respectDoNotTrack: true  // Honor browser DNT setting
});

Data Retention#

Configure how long visitor data is stored:

1. Go to Settings > Privacy
2. Set Visitor Data Retention
3. Options: 30 days, 90 days, 1 year, or custom

Anonymizing IP Addresses#

For enhanced privacy:

cf('init', {
  workspaceId: 'YOUR_WORKSPACE_ID',
  anonymizeIp: true  // Masks last octet of IP
});

Integration with Other Modules#

Team Chat Integration#

When a visitor starts a chat:

• Visitor context is attached to the conversation
• Team members can see visitor info
• Easy handoff with full context

Inbox Integration#

Visitor conversations flow into Inbox:

• Create tickets from chat
• Visitor history attached
• Continue conversation via email

Troubleshooting#

Visitor Data Not Showing#

1. Check widget installation - Is the script loading?
2. Check ad blockers - May block tracking
3. Check console errors - JavaScript errors
4. Verify domain allowlist - Must match your domain

Location Inaccurate#

• IP geolocation is approximate
• VPN users show VPN server location
• Some ISPs show regional, not city-level data

Custom Data Not Appearing#

1. Verify cf('setVisitor') is called correctly
2. Check that property names match
3. Ensure data is set before conversation starts

Next Steps#

• Chat Widget - Configure the widget
• Visitors Analytics - Deep dive into analytics