TL;DR

Eloqra turns a visitor's IP address into an approximate country, region, and city so operators see where a chat is coming from before they reply.

Key Points

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Eloqra resolves IP geolocation server-side when a [[website-visitor]] sends their first [[chat-message]], storing country, region, and city on the visitor record.

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Location is inferred from a database that maps IP ranges to places using regional internet registry allocations and ISP routing data, not GPS [3].

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Accuracy is tiered: country level commonly exceeds 99%, while region and city level drop to roughly 55-80% and 20-75% respectively [1].

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The geo data rides alongside page URL, device, user agent, and [[utm-parameters]] as part of the context Eloqra captures for each [[conversation]].

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VPNs and proxies return the server's location rather than the visitor's, so treat city-level results as a hint, not a fact [3].

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Because an IP address can be personal data, handle stored geolocation under your [[gdpr-compliance]] obligations.

How Eloqra resolves location

When a Website Visitor opens the Live Chat Widget and sends a first message, Eloqra reads the request's public IP server-side and looks it up against an IP-to-location database. That lookup is an inferential process: registries such as ARIN, RIPE, and APNIC allocate IP blocks to ISPs, and providers refine the mapping with routing and network data to estimate a region ^[3]. The result is stored as country, region, and city on the visitor record, joining the page URL, hostname, device (type/browser/OS), and UTM Parameters Eloqra already captures. This all happens during Visitor Tracking before any reply, so the operator has context the moment the message lands in Telegram Integration.

Why operators care

Geolocation gives a Support Operator instant context without a Pre-Chat Form: timezone, likely language, and whether the Website Visitor matches your target market. Crisp, Intercom, and Olark all surface the same IP-derived city and country in their inboxes for exactly this reason. Intercom, for example, calculates city and country from the user's IP but does not expose the raw IP for privacy reasons ^[2]. Eloqra follows the same spirit: the geolocation is shown as part of the Conversation context that travels to the operator's Telegram, helping shape a faster, more relevant reply alongside the Welcome Message the visitor first saw.

Accuracy and limits

IP geolocation identifies a probable region, not a street address. Country-level accuracy is generally very high, exceeding 99% when VPN traffic is excluded, but state/region accuracy falls to about 55-80% and city level to roughly 20-75% depending on the country ^[1]. Several factors degrade this: VPNs and proxies route traffic through a distant server, so the lookup returns that server's location instead of the visitor's ^[3], and live-chat tools like Olark note the underlying database can simply be outdated ^[4]. Treat Eloqra's city value as a strong hint rather than ground truth, and lean on the Conversation itself, plus an optional Pre-Chat Form, to confirm who you are talking to.

Sources & References

Understanding IP geolocation accuracy | MaxMind ↗

How Intercom tracks and stores data | Intercom Help ↗

IP Geolocation - How It Works | Geotargetly ↗

Olark: Visitor geolocation ↗

Last updated: June 25, 2026

Related Terms

Website Visitor

A website visitor is any person browsing a site where a live-chat widget is installed, tracked as an anonymous session until they send a message or identify themselves. In Eloqra, the visitor is the end-user on the other side of the chat bubble, distinct from the operator who answers from Telegram.

Visitor Tracking

Visitor tracking is the practice of collecting context about the people browsing a website, such as the pages they view, their device and browser, where they came from, and an approximate location. In Eloqra this context is captured on a visitor's first chat message and shown to the operator answering in Telegram.

UTM Parameters

UTM parameters are tags appended to a URL's query string (utm_source, utm_medium, utm_campaign, utm_term, utm_content) that record which marketing campaign, channel, and source sent a visitor to your site. The acronym comes from Urchin Tracking Module, the analytics software Google acquired in 2005.

Conversation

A conversation is the threaded exchange of messages between a single website visitor and a project's operators, grouped as one unit with a status and unread counters. In Eloqra it is the container that holds every message, the visitor's captured context, and the assigned operator.

GDPR Compliance

GDPR compliance means handling the personal data of people in the EU and EEA in line with the General Data Protection Regulation: processing it lawfully, transparently, and securely, and honoring the rights data subjects have over their own data. For a live-chat tool this covers everything from the visitor's name and email to their IP address, location, and chat transcripts.

Pre-Chat Form

A pre-chat form is a short form shown before a live chat starts that asks the visitor for a small amount of identifying information, typically their name and email. In Eloqra it is the optional collectVisitorInfo step that gates the chat input until the visitor submits their details.

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