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LibChat: View patron information and their history during a chat

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Under a chat's Patron Information tab, you'll be able to view the patron's name and contact info (if provided), as well as the:

  • Initial question (if provided)
  • Patron's IP address
  • Widget used
  • URL of the page containing the widget
  • Patron's user agent information (i.e. browser and operating system)
  • Previous chats with the patron (based on their contact info, if provided)
  • Previous tickets with the patron (based on their contact info, if provided)

System-level admins also have the ability to view the user history for all patrons from the Admin > Patrons page.


To view a chatter's patron information and history:

  1. While viewing the chat, click on the Patron Information tab.
    1. To add or edit the patron's name, make your changes to the Name field and click its Update button.
    2. To add or edit the patron's email address or SMS number, make your changes to the Contact Info field and click its Update button.
    3. Below the Contact Info field, you'll find information about which chat widget the patron is using, in addition to the patron's IP address and browser.
    4. Under Previous Chats with Patron, you'll find a list of chats matching the contact info provided by the patron. Click on any question to view the transcript.
    5. Under Previous Tickets with this Patron, you'll find a list of chats matching the contact info provided by the patron. Click on any question to view the ticket.
  2. To return to the chat at any time, click the Chat tab.

The Patron Information tab