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Overview

The Visitors screen lists everyone who has interacted with your embeddable chat widget. Each visitor is tracked from the first time the widget loads on your site, gets enriched when they share their details, and can be automatically synced into a CRM object so chat traffic becomes records you can work.

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How it works

When the widget loads, Custral records a visitor against a browser fingerprint so a returning person resolves to the same entry instead of a duplicate. New visitors start anonymous. They show as “Anonymous Visitor” until a name, email, or phone is captured (typically through the widget’s intake form). The list shows the visitor’s name or email, phone (if known), and a “Last seen” date, and updates on each visit. Use the search box to filter by name or email.
The list loads up to 50 visitors at a time and shows a total count in the tab label. Clicking a visitor opens their detail view.
Sync-to-record is driven by the object you choose under Sync Visitors to Object in your widget settings. When a visitor is identified, and again before a widget conversation is created, Custral looks for a record matching the visitor’s email in that object. If one exists it updates that record’s email, phone, and name fields; if not, it creates a new record. The visitor is then linked to that record. Sync only runs when the visitor has at least a name or email, and chat still works even if a sync fails.

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Using it

1

Open Visitors

Go to Visitors in the app. Each row is a person who has loaded or chatted through your widget.
2

Find a visitor

Type a name or email into the search box to narrow the list.
3

Open a visitor's detail

Click a row to see the visitor’s profile and their conversations.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.

Chat & Widget

How the chat widget works and hands off to a human.

Install the widget

Add the widget script to your website.