How does Zendesk identify returning visitors in Chat?

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  • Christian Perdikis

    Hello - is there a way to report on how many chat visitors are new (first visit) versus repeat visitors?

  • Elissa
    Zendesk Community Team

    Hello Christian Perdikis

    There isn't a straight forward way to report on new visitors specifically. There are a couple metrics that get you information on visitors, such as what country they're chatting from, or on new chats, such as if they were started by an agent or a visitor or a trigger. But the Explore metrics and attributes don't have anything particularly useful for identifying NEW visitors. This is partially because identifying new visitors is based on cookies and pretty inaccurate.

    That being said, chat triggers do have a condition that keys in on visitors that have not visited your site before. You could create a trigger that uses the "visitor previous visits" condition set to "0" and an action to add a tag. Then you could report on that tag. Just be sure to create another trigger that removes that "new visitor" tag when they come back a second time. 

    I hope that helps!


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