Question
There is a Chat trigger condition called Visitor previous visits. How does Zendesk calculate how many times a customer has been on the page previously?
Answer
This number is based on how many times the customer has done both of the below:
- Been to a web page where the Chat widget is located.
- Identified themselves on the Chat widget.
It is important to note that if you do not require visitors to identify themselves, and they choose not to, Zendesk has no way of knowing if they have been to the site previously.
For more, see this article: My Chat trigger that is targeting repeat visitors is not working.
2 Comments
Hello - is there a way to report on how many chat visitors are new (first visit) versus repeat visitors?
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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