Conversations visitor detail pane overview

Conversations is available on all plan levels and can be purchased as an add-on to your account.

The Conversations visitor detail pane is located on the right side of the unified inbox. This pane provides information about each visitor you interact with through Conversations. Any agent who uses Conversations can customize their view of the visitor detail pane in order to surface information that means the most to their process.

What you can do with the visitor detail pane

The following functionalities are available in the visitor detail pane for known visitors:

The following functionalities are available in the visitor detail pane for unknown visitors:

  • View the site visitor's number (web chat only)
  • Manually add an email address

Note that unknown visitors will be called "Site Visitor #" in your Conversations account.

Customize the visitor detail pane

Each agent can customize their own view of the visitor detail pane. For example, they can hide, show and reorder fields. These customizations are specific to each agent and will save when the agent logs out of Conversations. Customizations that an agent makes to the visitor detail pane will not affect the order and visibility of contact fields in other parts of the ActiveCampaign platform.

You can only access the customization options of the visitor detail pane by opening any conversation with a known visitor.

Reorder widgets in the visitor detail pane

You can reorder widgets in the visitor detail pane:

1. From the unified inbox, click any conversation on the left to open it.

2. Click the gear icon that appears next to the visitor's name in the visitor detail pane.

3. Click the item you wish to move and drag it to the desired spot.

Show or hide widgets in the visitor detail pane

You can show or hide widgets in the visitor detail pane:

1. From the unified inbox, click any conversation on the left to open it.

2. Click the gear icon that appears next to the visitor's name in the visitor detail pane.

3. To hide a widget, click the eye icon. Once hidden, there will be a slash through the icon.

4. Click the eye icon with the slash for any widget you wish to show.

Conversations

Reorder contact fields in the visitor detail pane

1. From the unified inbox, click any conversation on the left to open it.

2. The visitor detail pane on the right will load for the known visitor. Make sure the "Contact Fields" widget is expanded.

3. Click the field or field group you wish to move and drag it to the desired spot in the Contact Fields widget.

Show or hide contact fields in visitor detail pane

1. From the unified inbox, click any conversation on the left to open it.

2. The visitor detail pane on the right will load for the known visitor. Make sure the "Contact Fields" widget is expanded.

3. Click the eye icon for a field or field group you wish to hide. Once a field or field group is hidden, there will be a slash through the icon.

4. Click the eye icon with the slash for any field or field group you wish to show.

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