Global Clinic ConnectGuides
Guide 03

Welcome and support visitors

See who is engaging with your website, respond to conversations, collaborate with teammates, and learn from engagement trends.

ForCoordinators, clinicians, owners, and administratorsTime8 minutes
By the end, you can✓ Monitor current visitors✓ Work the conversation queue✓ Hand work to the right teammate
01

Watch visitor activity

Live Visitors helps your team notice interest while it is still active.

1

Open Live Visitors

Review live, recent, and chatting visitors, then use search and date filters to narrow the list.

Open Live Visitors
2

Open a visitor

Review the visitor timeline and available context before starting a conversation. When the browser supplies it, the details include viewport, orientation, touch and cookie capability, and an estimated connection summary. Missing values are left out.

3

Start a helpful conversation

Use the chat action when a response is appropriate. Avoid asking for sensitive information unless the approved workflow requires it.

02

Work the conversation queue

Conversations keeps web chat and connected channels in one place.

1

Choose a queue view

Switch between assigned, unassigned, open, and closed work to focus on the right conversations.

Open Conversations
2

Read before replying

Review recent messages, channel information, contact context, and any available visitor environment details so the person does not need to repeat themselves.

3

Assign or transfer

Move the conversation to the teammate best placed to help, and leave clear internal context when appropriate.

03

Learn from engagement

Use activity patterns to improve staffing and response habits.

1

Open Engagement Analytics

Choose a date range and review conversation volume, response activity, and channel mix.

Open Engagement Analytics
2

Compare trends

Look for changes over time rather than treating one busy day as a lasting pattern.

Self-help

Common questions

Why is a visitor anonymous?

A person remains anonymous until they choose to identify themselves or submit information through an approved form or inquiry.

Why can’t I reply?

Check your availability, assignment, channel status, and any channel-specific reply window shown in the conversation.

Where should clinical details go?

Use the patient’s approved care or record workflow. General visitor and team chat should not become a substitute for clinical documentation.

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