Visitors
See who is browsing your website right now — or who was there in the last day or week — what page they are on, and start a conversation with any of them.
Overview
The Visitors page lists the people who have been on a page where your Yaplet chat widget is installed. You choose how far back it looks: only the people connected this second, or everyone seen in the last day or week.
Navigate to Audience → Visitors. The page has two tabs: Live visitors (the list described below) and Banned visitors (everyone your team has manually banned).
Choosing a Time Window
The clock-icon selector at the left of the filter bar decides which visitors the list contains:
- Online now — only visitors whose browser is connected to Yaplet at this moment. This is the original behaviour of the page.
- Last 24 hours — everyone whose last activity falls inside the last day.
- Last 7 days — everyone whose last activity falls inside the last week.
The two time windows exist because outside your business hours the live list is simply empty, and an empty page can't be searched. They are read from each visitor's stored last-seen time, so they don't change as people connect and disconnect. Whichever option you pick — Online now included — the list shows at most the 500 most recently seen visitors.
Visitor Table
Each row is one visitor — not one conversation. A returning visitor with several conversations used to appear several times, which looked like duplicates; now they appear once.
| Column | Description |
|---|---|
| Visitor | Name, email or identifier if known, otherwise Anonymous, with the country flag next to it |
| Device | Desktop, mobile or tablet |
| Widget | Which chat widget the visitor is connected through, shown with its avatar |
| Last page | The most recent page the visitor viewed — clickable to open it in a new tab |
| Last seen | When they were last active |
The country is a flag inside the Visitor cell rather than a column of its own, but you can still narrow the list by country with the filters below.
Filtering
Use the filter bar above the table:
- Visitor — free-text search on the visitor's name, email or identifier
- Widget — show only visitors of one or more chat widgets
- Device — desktop, mobile or tablet
- Country — pick specific countries from the list
Recent Events
Each row has a clock icon in the actions column. Clicking it opens the visitor's last 10 events with timestamps. Events are fetched only when you click, so the page stays fast even with many visitors listed.
You may see page views, session starts, widget opens, requests for a human agent and cancellations of those requests, agents joining, transfers, email updates, ratings, transcripts being emailed, and bans and unbans. Page views show the visited address; every event shows a relative time, and hovering it reveals the full date.
Starting a Conversation
Every row has an Open chat button. What it does depends on how many conversations the visitor already has:
- None — the conversation is created on the spot and opens in the Inbox. Visitors who have never opened the widget no longer have an empty conversation waiting for them, so this is what lets an agent make the first move.
- One — it opens in the Inbox.
- Several — a small badge shows the count and the button opens a picker instead, so you choose which conversation to reply in.
Choosing between conversations
Each row in the picker names the channel it came through — Chat widget, Email, Phone call, Facebook, Instagram or External channel — and says plainly whether a reply would actually arrive:
- Open now — "The visitor has this conversation open right now."
- "The chat widget will show this conversation the next time the visitor opens it."
- "Replies are delivered through this channel, so the visitor doesn't need to be online."
- "Older conversation — the chat widget won't show this one again, so a reply here may never reach the visitor."
Only the ten most recent conversations are listed; if there are more, the picker says "Showing the 10 most recent of N conversations."
Banned Visitors
The Banned visitors tab lists everyone your team has manually banned from the inbox. A ban belongs to the organization, so every team member sees the same list.
| Column | Description |
|---|---|
| Visitor | Name or email of the banned visitor, with their country flag |
| Reason | The reason entered when the visitor was banned — hover to read the full text |
| Banned by | Who applied the ban |
| Banned at | When the ban was applied |
| Expires | When a timed ban ends — Forever for permanent bans. A lapsed ban shows Expired and no longer blocks the visitor |
| Widget | Which chat widget the visitor belongs to |
| Level | Full block (no chat at all) or Agents only (keeps the AI agent but can't reach a person) |
The actions column changes the ban without leaving the page: Escalate turns an agents-only ban into a full block, Downgrade does the reverse, and Lift ends it. Security profile opens that visitor in the Security area, and Open chat jumps to their conversation, where you can review the history. You can also apply or lift a ban from the inbox sidebar — see Inbox Sidebar Actions.
Real-Time Updates
In the Online now window the list refreshes itself whenever the realtime connection reports a change in who is connected, at most once every 10 seconds so the page stays responsive. The two time windows are read from stored activity times and do not react to people connecting or disconnecting.
A visitor counts as online until their last connection goes away. Somebody with your site open in three tabs stays online when they close two of them, instead of disappearing from the page mid-session.
How Long Visitors Are Kept
Visitor records are not kept forever. A visitor who has been idle for about 125 days and has no conversations left is deleted overnight, and a chat record that never received a single message is deleted once its visitor has been idle 60 days.
Some visitors are kept no matter how long they stay away: anyone whose record carries an email address, a phone number or your own customer ID — however it got there, whether you passed it in through the SDK's identify() call or the visitor typed their email into the chat — anyone carrying a security review status or a risk signal, anyone who owns a session replay, and banned visitors.