Open conversations

You can see all of the conversations which are being served by you, and other agents in the “Open” conversations tab. The conversations are filtered as follows:

  • Unserved – these conversations are not being served by any agent yet.
  • Mine – these are conversations which are being served by you personally.
  • Team – these conversations are being served by your colleagues.


Resolved conversations

In the “Resolved” conversations tab, you can see all of the conversations that were previously resolved by you or your colleagues. You can use the filters (1) to find conversations which were served by a particular agent or to find conversations with a negative rating and so on.


Visitor information

  1. Name of the visitor – possible to edit
  2. Email of the visitor – possible to edit
  3. Phone number – possible to edit
  4. Location
  5. IP address (if allowed in the settings)
  6. Name and version of the operating system and web browser.
  7. Note – your agents can add own notes to the visitor info
  8. Browsing history and referer
  9. Customer info – Do you have a webshop or web application? Show info about customers who are signed in on your website in Smartsupp (name, email, spend and more), where your agents can see it while chatting. Customer info is linked automatically if you are using our plugins for WordPress, Prestashop, Magento or other known e-commerce platforms. In other cases, use this API.


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