Visitors

Overview

The DOLU.ai Visitors module gives you real-time visibility into who is browsing your website right now, what pages they are viewing, how long they have been on your site, and where they came from. This transforms your website from a static brochure into an active lead generation tool — you can see anonymous visitors become identified contacts, track their journey, and proactively engage them through the Web Widget's live chat before they leave.

The module works by embedding a lightweight tracking script on your website (the same script that powers the DOLU.ai Web Widget). It captures visitor sessions, page views, referral sources, device information, and geographic location. When a visitor initiates a chat through the Web Widget, fills out a form, or is identified by cookies from a previous visit, they transition from an anonymous visitor to a known contact in your CRM with their full browsing history attached.

How to Access

Dashboard → Left Menu → Visitors

Visitor data also appears in:

• Contact records → Activity tab (shows the contact's website visit history)
• Deal records → Activity tab (shows visit activity from the linked contact)
• Reports → Website Analytics section (aggregated visitor metrics)
• Salesbot → Trigger workflows based on visitor behavior

Key Features

Real-Time Visitor Feed

• Live visitor list: See all current visitors on your website in real time with their current page, time on site, and location
• Page trail: View the sequence of pages each visitor has viewed during their current session
• Source tracking: See how each visitor arrived — direct, Google search, social media, ad campaign (UTM parameters), referral link
• Device and browser info: See whether the visitor is on desktop or mobile, and which browser they are using
• Geographic location: Approximate city and country based on IP address
• Return visitor detection: Identify returning visitors who have been on your site before

Visitor-to-Contact Conversion

• Chat initiation: When a visitor starts a chat through the Web Widget, they are prompted to provide their name and email/phone, converting them from anonymous to identified
• Form submission: When a visitor fills out an embedded DOLU.ai form, they are automatically linked to their visitor session
• Cookie-based identification: Returning visitors who previously identified themselves are automatically recognized and linked to their existing CRM contact
• Manual identification: Agents can manually link an anonymous visitor to an existing CRM contact if they recognize the visitor's behavior or context

Visitor Scoring and Segmentation

• Engagement scoring: Visitors receive a score based on pages viewed, time on site, return frequency, and specific page visits (e.g., pricing page = higher score)
• Hot leads: Visitors who exceed a score threshold are flagged as "hot leads" with priority alerts
• Segment by behavior: Filter visitors who visited specific pages (pricing, products, contact), came from specific sources, or spent above-average time on site
• Lead scoring integration: Visitor engagement scores feed into the overall CRM lead scoring system for contacts

Live Chat Integration

• Proactive chat: Agents can initiate a chat with a current visitor (appears as a chat bubble on the visitor's browser)
• AI-powered engagement: Configure the AI Agent to automatically greet visitors who have been on the pricing page for more than 30 seconds
• Context-aware chatting: When you start a chat with a visitor, you see their full browsing history (pages viewed, time on site, source) in the agent panel
• Seamless handoff: Conversations started by the AI Agent on the Web Widget transfer to human agents with full visitor context preserved

Public Chat Sessions

• Session tracking: Each Web Widget conversation is stored as a public chat session with visitor metadata
• Session continuity: If a visitor leaves and returns, their chat history is preserved (cookie-based)
• Turnstile verification: Bot prevention using Cloudflare Turnstile with a fail-open pattern for reliability

Step-by-Step Usage

Setting Up Visitor Tracking

1. Go to Settings → Channels → Web Widget.
2. Copy the Tracking Script code snippet.
3. Paste the script into the <head> or before the closing </body> tag of every page on your website.
4. Alternatively, add it through Google Tag Manager as a Custom HTML tag.
5. Return to Dashboard → Left Menu → Visitors. Within a few minutes, you should see live visitor data appearing.

Monitoring Visitors in Real Time

1. Go to Dashboard → Left Menu → Visitors.
2. The live feed shows all current visitors on your website.
3. Each visitor entry shows:
   • Current page URL
   • Time on site
   • Number of pages viewed
   • Source (direct, Google, social, ad campaign)
   • Location (city, country)
   • Engagement score
4. Click on any visitor to see their detailed page trail (every page they visited in order, with timestamps).
5. Filter the list by source, location, engagement score, or current page.

Proactively Engaging a High-Value Visitor

1. In the Visitors feed, identify a visitor with a high engagement score (e.g., they have viewed the pricing page and 3 product pages).
2. Click the "Start Chat" button next to their entry.
3. A chat window opens for you to type a message. On the visitor's browser, a chat bubble appears with your message (e.g., "Hi! I noticed you are looking at our pricing. Can I help answer any questions?").
4. If the visitor responds, the conversation flows into your Inbox like any other conversation, with the visitor's browsing history attached as context.

Setting Up AI-Powered Visitor Engagement

1. Go to Settings → AI → Web Widget Triggers.
2. Click "+ New Trigger".
3. Configure the trigger:
   • Condition: Visitor has been on the pricing page for more than 30 seconds
   • Action: AI Agent sends a message: "Hi! I see you are looking at our plans. Would you like help choosing the right one for your business?"
4. Set additional conditions if needed (e.g., only trigger for first-time visitors, only during business hours).
5. Click Save. The AI Agent will now proactively engage visitors matching these conditions.

Tracking Visitor-to-Lead Conversion Funnel

1. Go to Dashboard → Left Menu → Reports.
2. Open the "Visitor Funnel" report template.
3. View the conversion funnel:
   • Total website visitors (anonymous)
   • Visitors who engaged with the Widget (started a chat or filled a form)
   • Visitors who became identified contacts (provided name/email/phone)
   • Contacts who became leads (deal created)
   • Leads who became customers (deal won)
4. Filter by date range, traffic source, or landing page.
5. Identify where the biggest drop-offs occur and optimize accordingly.

Use Cases

E-Commerce — High-Intent Shopper Engagement

An online store monitors visitors who have viewed 3+ product pages and added items to their cart page. The AI Agent proactively offers help via the Web Widget: "Need help choosing the right size? I can help!" Visitors who engage are 3x more likely to complete a purchase.

SaaS — Pricing Page Monitoring

A software company tracks visitors on their pricing and comparison pages. When a visitor from a known company domain (matched via reverse IP lookup) spends more than 2 minutes on pricing, the sales team receives a real-time alert. The assigned rep initiates a proactive chat offering a personalized demo.

Healthcare — Appointment Booking Encouragement

A clinic's website gets many visitors to the "Services" pages who leave without booking. The AI Agent triggers a message after 45 seconds: "Looking for an appointment? I can help you book one right now." This converts browsing visitors into booked appointments without human agent involvement.

Real Estate — Property Interest Tracking

A real estate agency tracks which property listing pages each visitor views. When a visitor views 3+ listings in the same neighborhood, the AI tags them as "high-intent buyer" and the assigned agent receives an alert. If the visitor starts a chat, the agent sees exactly which properties they browsed.

Tips & Best Practices

Install Tracking on All Pages

Ensure the tracking script is on every page of your website, not just the home page. Visitor journeys that span multiple pages are the most valuable for understanding intent.

Set Up Proactive Chat Triggers Strategically

Do not trigger proactive chat on every page — this annoys visitors. Focus on high-intent pages: pricing, contact, product detail, and checkout pages. Use time-on-page conditions to engage only visitors showing real interest.

Use Visitor Data for Lead Scoring

Configure your lead scoring rules (in Settings → CRM → Lead Scoring) to include visitor engagement metrics. A contact who has visited your pricing page 3 times in the last week should have a higher lead score than one who has never visited your site.

Combine Visitors with Google Ads Data

When visitors arrive from Google Ads campaigns (tracked via UTM parameters), the Visitors module shows their full on-site journey. This helps you understand not just which ads drive clicks, but which ones drive meaningful engagement on your site.

Troubleshooting

No visitors appearing in the feed

• Verify the tracking script is correctly installed on your website. Check your browser's developer console for any JavaScript errors.
• Ensure the tracking script is loaded on the current page (view source or use browser dev tools to search for the DOLU.ai script tag).
• Ad blockers and privacy extensions can block the tracking script. Test with a clean browser profile.
• Allow a few minutes after installation for data to start appearing.

Visitor location showing as incorrect

• Visitor location is determined by IP-based geolocation, which has limited accuracy. It identifies the city/region in most cases but may be off for VPN users or some ISP configurations.
• This is expected behavior and does not affect other tracking features.

Returning visitors not being recognized

• Returning visitor detection relies on browser cookies. If the visitor cleared their cookies, uses private/incognito mode, or switched devices, they will appear as a new visitor.
• Some browsers aggressively expire third-party cookies. First-party cookie-based tracking is more reliable.

Proactive chat not triggering

• Check the trigger conditions in Settings → AI → Web Widget Triggers. Ensure the page URL, time condition, and other filters match the actual visitor scenario.
• Proactive chat will not trigger for visitors who have already started a conversation in the current session.
• Ensure the AI Agent is active and enabled for the Web Widget channel.

FAQ

Q: Does visitor tracking comply with GDPR and privacy regulations? A: DOLU.ai provides a configurable cookie consent banner for the Web Widget. When configured, tracking only activates after the visitor consents. You should configure this based on your local privacy requirements.

Q: How long is visitor session data retained? A: Anonymous visitor session data is retained for 90 days. Once a visitor converts to a CRM contact, their browsing history is retained permanently on the contact record.

Q: Can I see which company a visitor is from? A: If the visitor's IP address resolves to a known company domain (reverse IP lookup), DOLU.ai displays the company name when available. This works primarily for visitors browsing from corporate networks.

Q: Does the tracking script slow down my website? A: No. The DOLU.ai tracking script is lightweight (under 30 KB) and loads asynchronously, meaning it does not block your page from rendering. It has negligible impact on page load times.

Q: Can I track visitors across multiple websites? A: Yes. If you install the tracking script on multiple domains, visitor data from all sites flows into your DOLU.ai Visitors module. Each visitor entry shows which domain they are on.

Q: Can Salesbot workflows be triggered by visitor behavior? A: Yes. You can create Salesbot workflows triggered by visitor events such as "Visitor viewed pricing page," "Visitor returned to site within 7 days," or "Visitor engagement score exceeded threshold." These workflows can send messages, create tasks, or update CRM records automatically.