Documentation

Editing Visitor Information

The visitor edit modal allows agents to update visitor details directly from the inbox sidebar.

Opening the Modal

Click the Edit button next to the visitor's name and avatar in the inbox sidebar. This opens a form where you can modify visitor information.

Form Fields

Name
string
The visitor's full name or display name.
Email
string required
The visitor's email address. Visitors can set their own email when starting a chat if not previously configured.
Plan
string
A custom plan identifier for the visitor (e.g., "Free", "Pro", "Enterprise").
External ID
string
An external identifier that can be used to link visitors to your own systems.
Country
string
The visitor's country, selected from a dropdown list.

Usage and Integration

All visitor fields can be initialized through the Yaplet SDK or modified by agents in the dashboard. These values are used throughout the platform for visitor segmentation, filtering conversations, and targeting specific user groups.

Filling these in keeps the record

Yaplet deletes a visitor's record after 125 days of inactivity when they have no conversations left. A visitor is kept indefinitely as soon as they are identified — an email address, a phone number or your own customer ID (External ID) on the record is enough — and also when they carry a security review status or risk signal, own a session replay, or are banned. Setting any of the fields on this page therefore makes the record permanent.

Separately, the empty conversation record that the widget opens for every new visitor and that never received a message is deleted once its visitor has been inactive for 60 days. Real conversations follow the ordinary schedule on the GDPR & Data Privacy page.

Changes to visitor information are automatically logged as private events in the conversation history for audit purposes. Note that the browsing events in that timeline are themselves pruned after about 125 days — see Recent Events.