TL;DR

Eloqra quietly records each visitor's page, device, referrer, UTM, and IP-based location so operators have context the moment a chat opens, while a persistent visitorId keeps the same person recognizable across visits.

Key Points

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Visitor tracking gathers behavioral and technical context, page URL, referrer, device, and location, that helps an operator answer a [[website-visitor]] without asking who they are.

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Eloqra assigns each visitor a persistent visitorId stored in browser [[javascript-widget|localStorage]] so the same person is recognized on return visits [3].

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On the first [[chat-message]], Eloqra captures page URL, hostname, user agent, device (type/browser/OS), and IP-based location (country/region/city) via [[ip-geolocation]].

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The visitor record also stores [[utm-parameters]], referrer, and landing page, mirroring the marketing context tools like Intercom keep on a contact [1].

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An optional [[pre-chat-form]] adds a name and email, turning an anonymous [[website-visitor]] into a known [[contact]] through [[visitor-identification]].

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Because IP addresses and location count as personal data, tracked visitor context must be handled under your [[gdpr-compliance]] obligations [4].

What gets tracked, and why operators want it

When a Website Visitor opens the chat and sends a first message, Eloqra attaches the surrounding context to the Conversation: the page URL and hostname, the user agent, parsed device details (type, browser, OS), and an IP-derived country, region, and city from IP Geolocation. Alongside this it stores the visitor's UTM Parameters, referrer, and landing page. Mainstream live-chat tools collect the same kind of signal, Intercom, for example, automatically tracks city and country from IP plus browser and OS on every contact ^[1], and Crisp surfaces detected location and browsed pages in its inbox ^[2]. The point is speed: an operator replying from Telegram Integration sees where the chat came from and what the person was reading, so the answer lands faster and more relevant.

How Eloqra keeps a visitor recognizable

Recognition across visits relies on a persistent visitorId that Eloqra writes to the browser's localStorage. Unlike sessionStorage, localStorage has no expiration and survives tab closes and browser restarts, persisting until it is explicitly cleared ^[3]. On each load the embedded Shadow DOM widget reads that id back, so a returning visitor keeps the same identity and chat history rather than starting fresh. Storage is scoped to the site's origin, meaning the id is not shared across other domains. This is lighter than a full identity graph: Eloqra recognizes the browser, not necessarily the human, until an optional Pre-Chat Form supplies a name and email and Visitor Identification links the session to a known Contact.

Privacy and the limits of tracking

Visitor tracking is useful precisely because it gathers identifying signal, and that is also why it carries obligations. Under the GDPR, both IP addresses and location data are explicitly treated as personal data because they can identify or single out an individual, directly or in combination with other data ^[4]. Anything Eloqra stores, the visitorId, captured IP-based location, referrer, and UTM context, therefore falls under your GDPR Compliance responsibilities around lawful basis, transparency, and retention. The captured location is also approximate, not precise: IP Geolocation estimates a region and is degraded by VPNs and proxies. Treat the tracked profile as helpful context for a Support Operator, not as verified identity, and confirm details in the Conversation itself when they matter.

Sources & References

How Intercom tracks and stores data | Intercom Help ↗

Getting started with the Crisp Analytics | Crisp Knowledge Base ↗

Window: localStorage property | MDN ↗

What is considered personal data under the EU GDPR? | GDPR.eu ↗

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 Identification

Visitor identification is the process of attaching context to an otherwise anonymous chat visitor by capturing technical and behavioral signals when they first message. In Eloqra it means recording page URL, device, browser, OS, and IP-based location alongside the conversation, plus optional name and email from a pre-chat form.

IP Geolocation

IP geolocation is the practice of estimating a device's approximate physical location (country, region, city) by looking up its public IP address in a database that maps IP ranges to places. In Eloqra it runs server-side on the first visitor message to attach location context to a conversation.

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.

Contact

A contact is the stored record of an individual person a business has interacted with - typically holding identity details like name and email plus the history of conversations and activity tied to them. In live chat and support tools, a contact is created or enriched the moment a visitor starts talking, turning an anonymous browser into a known, addressable person.

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.

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Visitor Tracking