Audience

Understand everyone who reaches your business

Audience capture all the necessary information and metrics for you to understand, centralize and act on your audience.

The Audience space of a monitoring company: views with their counts on the left, and every contact with their identification, channels, conversations, the share Aiva handled, last activity and location.

See who is on your website right now

Your team sees the page each visitor is on and the path that led there, and can start a conversation with anyone who needs help.

Live: eight visitors on the website with the page each one has open, a world map of where they are, and the card of a visitor in Paris on the Change plan page, with the local time, the browser and the six pages of the visit.

Every customer’s history on one profile

Each customer has one profile across every channel, so your team answers with the full story.

Verified identity: An identity counts as verified when your website signs it, when the customer confirms their email from a link, or when it comes from Discord or Telegram.
Orders: Orders from a connected store appear on a profile once the customer’s email is verified.
Merged profiles: When a customer proves an email, their earlier conversations under that address join the same profile.

Turn any detail into a customer list

Combine conditions on anything you know about your contacts and keep the result as a view. Every list exports as a CSV or JSON file.

All contacts narrowed to the customers whose latest rating is Unsatisfied and who were active since September 1, with the filter open on its two conditions, the Save as view button, and saved views with their counts on the left.

Questions about Audience

Where do contacts come from?

A contact is created when someone writes to your team on Webchat, Discord or Telegram, and when your website identifies a signed-in customer to Webchat. Visitors who do neither appear in Live while they are on your website.

How does a contact become verified?

Your website can sign the identity of each signed-in customer, a customer can confirm their email from a link sent to that address, and Discord and Telegram identities are verified by the channel. An email a visitor types without confirming it stays Unverified.

What does Live need on our website?

Live needs nothing beyond Webchat, and shows visitors on every page where Webchat is installed.

Can we export our contacts?

Yes. Any list exports as a CSV or JSON file with the columns on screen, and so does a selection of contacts.

How do we answer a data request about a customer?

From the customer’s profile, you can download everything held about them, restrict the use of their data or erase them. Before an erasure, the dashboard lists the other contacts that share the same email or account, and you choose which of them to erase as well.

Which plans include Audience?

Every plan includes Audience: Live, contacts, profiles, saved views and export.