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 visitor's name at the top of the conversation, or the ⋮ button in the top-right, to open it. The × at the top of the panel closes it.
The visitor's header is always visible. Below it, the panel is split into cards: Conversation (Resolve, Snooze, Assign, Ask for rating and Leave conversation — covered in Conversation Actions), Contact, Visitor details, Recent activity and, last, Block (also covered in Conversation Actions). This page covers the header, contact, visitor details and recent activity.
Who the visitor is
At the top of the panel is the visitor's avatar and name (or "Visitor" if none is known), their Facebook or Instagram logo — or their country flag if neither applies — and an Online / Offline badge. A blocked visitor also gets a red Banned or Agents blocked · AI on badge here.
The Contact card below lists the visitor's fields. Most only appear when that piece of information actually exists — nothing is shown blank.
| Field | Shown when |
|---|---|
| The visitor has an email address — tap to copy. | |
| Visitor ID | Always. Yaplet's own identifier for this person — tap to copy. |
| Country | The visitor's country is known. |
| Plan | Your website has told Yaplet which plan this customer is on. |
| External ID | Your website sends its own identifier for this customer — tap to copy. |
| Last seen | The visitor's last-seen time is known. |
Who the conversation is assigned to shows in the Conversation card, on the Assign row — You when it's assigned to you, Unassigned when nobody has it.
The red badge in the header reads one of two things. Agents blocked · AI on means the visitor was blocked at the "agents only" level — they can still talk to Yaplet, but can't reach a human. Banned means a full block — the visitor can't use chat at all.
When a visitor is blocked, the Block card at the bottom adds Reason, Banned by and Ends rows. They 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.
The Visitor details card
The Visitor details card shows:
- Widget — the widget the conversation came from, if any.
- Facebook page — the Facebook Page, if this is a Facebook conversation.
- IP address — 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 card says No device data yet instead of showing empty rows.
Recent activity
Folded shut by default, because it's usually long — tap Show activity to open it (Hide activity folds it shut again). A number beside it says how many events are loaded. 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 an 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
The visitor's details are 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.