Visitor identification and consent

Email gate

Ask visitors for their email before the conversation starts, so every chat is a lead you can follow up. Configure it in Widget > Data & Compliance > Visitor Identification:

Setting	What it does
Gate Conversation	Visitors enter their email before they can start chatting
Collect First Name / Last Name	Adds name fields to the gate
Look up visitor in CRM	Matches the email against contacts in your connected HubSpot or Salesforce and saves the match on the session. Adds a second or two to the first reply
Customize gate copy	The text under the email field, with a link to your privacy policy

The gate’s email and names can be mapped to the agent’s input variables. See Personalization. Turn on Geo-based consent to show different consent text depending on where the visitor is, based on their IP address:

Visitors	What they see
In the Americas (AMER)	Your AMER consent text. No marketing checkbox
Everywhere else, or unknown	Your non-AMER consent text, with an optional marketing opt-in checkbox

Write {{policy}} in the text where the privacy policy link should go, and set its URL and link text. The marketing checkbox starts unchecked and doesn’t block the visitor from submitting. With geo-based consent off, you can set one consent text for every visitor. Capture consent as input variables records what the visitor agreed to: when they submit the gate, or tick the marketing checkbox, a value you choose is written to an input variable, separately for each consent variant. Use it to pass consent through to your CRM or workflows. To show a notice visitors must accept before the conversation begins, turn on Require Consent in Widget > Data & Compliance > Consent & Compliance and set its title and content.

Verify identity

For agents that discuss a customer’s own account or orders, Instructions > Tools > Verify Identity makes the visitor prove who they are first. The agent asks for the details you choose, such as an order number and postcode, looks up the record from your system, and compares them.

Part	What you set
Fields	What the visitor must give, how the agent asks for it, and which field in the record it’s compared against
Source	The request to your system, such as `https://api.example.com/orders/{{order_number}}`, with headers or a JSON body
Matches needed	How many compared fields must match
Lockout	How many attempts the visitor gets, and what the agent does after the last failed one, such as offering a handoff
While locked	What the agent does before the visitor passes, such as asking for the details before discussing the order
After a pass	The record fields the agent can then use, such as the order status

Use Test the gate to run the real check with sample values before turning it on.

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Engage Visitors

In-Chat Actions

Leads and Safety

Visitor identification and consent

Email gate

Verify identity

​Email gate

​Consent text by region

​Consent notice

​Verify identity

Email gate

Consent text by region

Consent notice

Verify identity