Every visitor avatar in the Inbox and on the Visitors screen carries a small coloured dot.
The three states
| Dot | Meaning | What to do | |---|---|---| | Green | On the website now. The page is open and in front of them. | Answer quickly: they are waiting. | | Orange | Away from the website. The page is open but in the background. | Reply anyway; they will see it when they return. | | Red | Left the website. They closed the page. | Your reply is saved, and emailed if you have their address. |
Hover over the dot to read the same words.
Where you see it
- On the avatar of every conversation in the inbox list.
- On the conversation header while you reply.
- In the Visitors list and map: the count of online users includes everyone who has not left.
The dot updates by itself, without refreshing. Changes of state are sent to your desk as they happen, so you can watch a visitor come back while you are typing.
How it shapes your replies
- Green: keep answers short and conversational.
- Orange: write a complete answer that makes sense when they come back later.
- Red: write as if it were an email, because it may be one. See what the ticks mean for how Frosvo shows a reply that was emailed.
Not the same as your own status
You also have a status, set from your presence menu: online, away or do not disturb. That one decides whether the widget tells visitors your team is online, and who receives notifications. Visitor status is independent of it.
For the full picture of who is browsing, read live visitors. To message someone first, see start a chat with a visitor.
Common questions
A visitor went orange and then red. What happened? They switched to another tab and later closed the page. Their conversation stays in your inbox, and your reply is saved for them.
A visitor turned green again. They came back to the page. Any reply you sent while they were away is now waiting in the chat, and you will see the ticks move on.
Can I see how long they were gone? The Visitors screen shows when each visitor was last seen, and the pages they opened, so you can judge whether to follow up now or wait.