Visitor Profile

Benefits of the Visitor Profile in Insent:

• Single source of truth for all your visitors within Insent
• Understand the recent activity of your visitors while engaging with them.
• Segment your visitors from the visitor profile using Tags - into different categories based on the use case, role, or intent.

Visitor Profile 

The visitor profile contains all known information about the visitor and the Account. It allows an agent to update a visitor's details based on what they learn in live chat. The profile of all visitors that engage with the bot is available in the Insent Inbox. In case you use a communication tool like Slack or MS Teams, all requests are routed to the configured communication tool. 

The visitor profile is automatically populated with data that the visitor submits in live chat or through a form-fill on your website. Additionally, your team can tag a visitor to segment visitors based on intent or role and best cater to their needs.

Visitor Profile in Inbox

You can locate a visitor profile in the Inbox chat conversations as a side-bar.

Visitor Profile in Inbox

The visitor profile in Inbox is presented in the following categories:

1. Company profile: The identity of the Account resolved by Insent is presented in this section. It contains information such as the address of the company, the location of the company, employee size, and the Revenue Range.
2. User profile: The visitor’s contact information is available in this section. This section contains information such as the first name, last name, current location, email address, and job title.
3. SDR Involvement: This section describes which SDRs in your organization have engaged with the visitor.
4. Referral URL: Identifies the different touch-points your visitor traversed to arrive at your website.
5. Recent activity: The visitor’s recent web activity on your website 

Visitor Profile in Slack

The Visitor Profile in Slack helps your agents understand who they are chatting with and all known information about the visitor. If it’s an active opportunity, your agents will know all this information through the visitor profile in Slack.

An agent can view Insent’s visitor intelligence report by clicking on the ‘Visitor Info' button. The 'Visitor Info' button will open up a pop-up tab that describes the visitor’s profile.

Visitor Info button in Slack

The Visitor Info tab will contain information in the following dimensions:

1. Visitor Information: 
   • Visitor profile information such as first name, last name, email address, company name, designation, phone number, city, region, and country are shown on the visitor profile. 
   • The Name of the visitor along with their last seen information is also displayed.
   • Tags assigned to the visitor are also displayed. Visitor tags help you segment your visitors into homogenous groups, learn more about Visitor tags here.
2. Location: Contains the Insent resolved location and region information of the visitor.
3. Account Details: Displays the name of the Account (Company), the Employee Range, and Revenue Range.
4. Recent: Last Read message, Last delivered a message, Referrer information, and Recent pages visited by the visitor is shown in the Activity section.

A visitor profile in Slack

Learn more about how you can update visitor information and create leads from Slack from the Lead creation from Slack article.

Visitor Profile in MS Teams

Insent integrates deeply with Microsoft Teams. Your SDRs never need to leave their Teams channels to chat with a lead on your website. The visitor profile in MS Teams enables your agents to quickly understand the visitor’s context from all their known information. The MS Teams experience allows an agent to view a visitor's profile from the ‘Posts’ tab or the Inbox tab view. 

In the ‘Posts’ tab, an agent can view a visitor's profile and their most recent activity from the ‘Visitor Info’ button for each visitor connection request in the ‘Posts’ tab.

The visitor profile in MS Teams will contain the following information:

1. Visitor Information: 
   • Visitor profile information such as first name, last name, email address, company name, designation, phone number, city, region, and country are shown on the visitor profile. 
   • The Name of the visitor along with their last seen information is also displayed.
2. Location: Contains the Insent resolved location and region information of the visitor.
3. Account Details: Displays the name of the Account (Company), the Employee Range, and Revenue Range.
4. Recent Activity: Last Read message, Last delivered a message, Referrer information, and Recent pages visited by the visitor is shown in the Activity section.

Visitor Info in MS Teams Posts tab

You can additionally view the visitor profile in the Inbox tab view in MS Teams. This would resemble the visitor profile experience in Insent Inbox.

Visitor Profile in MS Teams

Quick Recap:

1. A visitor profile can be viewed for all visitors in Insent Inbox.
2. A visitor profile can be viewed in Slack or MS Teams based on where the agent connection requests are routed. 
3. Your agents can create leads for Slack or MS Teams after qualifying visitors in live chat.
4. Agents can tag visitors and segment them into different categories using visitor tags.