Visitor Details
The panel beside a conversation — who the visitor is, what device and where they are, and everything they've done on your site.
Opening the panel
Every conversation has a visitor details panel beside it. Tap the ⋮ button in the top-right of the conversation, or swipe in from the right edge of the screen, to open it.
The visitor's header and fields are always visible. Below them are sections you can fold open and shut by tapping their title: Device Details, Recent Events, and Actions (leaving, transferring, marking read, asking for a rating, and banning — covered in Conversation Actions). This page covers the visitor fields, device details and recent events.
Who the visitor is
At the top of the panel is the visitor's picture — their Facebook or Instagram logo, or their country flag if neither applies — their name, their email address (or "Visitor" if none is known), and an Online / Offline badge.
Below that is a list of fields. Most only appear when that piece of information actually exists — nothing is shown blank.
| Field | Shown when |
|---|---|
| ID | Always. Yaplet's own identifier for this person — tap to copy. |
| Plan | Your website has told Yaplet which plan this customer is on. |
| Country | The visitor's country is known. |
| The visitor has an email address — tap to copy. | |
| Assignee | The conversation is assigned to an agent. Shows "You" when it's assigned to you. |
| External ID | Your website sends its own identifier for this customer — tap to copy. |
| Last Seen | The visitor's last-seen time is known. |
| Status | The visitor is currently blocked. |
| Ban Reason | The block has a reason on record. |
| Banned By | The block has a "who applied it" on record. |
| Ban Expires | The block has an expiry on record. |
Status reads one of two things. Agents blocked · AI on means the visitor was blocked at the "agents only" level — they can still talk to your AI assistant, but can't reach a human. Banned means a full block — the visitor can't use chat at all.
The Ban Reason, Banned By and Ban Expires rows come from the block's own record, so they only appear for a block that was applied manually. A block placed by the Security system's blacklist doesn't carry that record and won't show these three rows — see Security — Visitors for how those work. For how to block or unblock a visitor from here, see Conversation Actions.
Device details
Open by default — tap the title to fold it shut. It shows:
- Widget — the widget the conversation came from, if any.
- FB Page — the Facebook Page, if this is a Facebook conversation.
- IP — the visitor's IP address. Tap to copy.
- Location — the visitor's country, continent and city, where known.
- Device — their browser, operating system and device type (phone, tablet, computer).
If none of this is available, the section says so instead of showing empty rows.
Recent events
Folded shut by default, because it's usually long — tap Recent Events to open it. It's a chronological list of what this visitor has done on your site: page views, session starts, the widget being opened, an agent being requested (or that request cancelled), an agent joining or transferring the conversation, an email being added, a rating being left, and the visitor being blocked or unblocked. Tap any event to see its details.
If there are more events than currently shown, a Load more button appears at the bottom — tap it to fetch the next batch.
For what each event type means in more depth, see Recent Events. Events aren't kept forever — they're cleaned up on the schedule described on that page.
What you cannot do here
Every field in this panel is read-only on the phone.
- Editing a visitor's name, email, plan or other details isn't available here. Do it in the dashboard — see Editing Visitor Information.
- Visitor memory — the profile the AI builds about a visitor across their conversations — isn't shown in the app at all. View or edit it in the dashboard — see Visitor Memory.