Remember returning visitors

Overview

With Remember Returning Visitors turned on, your chat asks visitors whether it may remember the contact details they give (name, email and phone). A visitor who agrees doesn't have to type them again: in later chats on the same browser, the chat shows the details they gave before and asks whether to use them.

Returning-visitor details are saved only with the visitor's consent. The browser stores a private visitor key; the saved contact profiles are held by your tenant on the server. Returning-visitor recognition is tied to that browser, so a different browser or device does not automatically retrieve those profiles.

Steps

Go to Chat → Configurations and click Edit on your chat widget configuration.
Under Additional Settings, tick Remember Returning Visitors.
Save the configuration.
Make sure your workflow asks for contact details, with Name input, Email input or Phone input steps, a Form Group with a text field labelled Name (or Full name) and typed email/phone fields, or the contact form in an AI step. See Workflow node types.
Test it: give your details in the chat, click Yes, remember me, then start a new chat on the same browser. See Test your chat.

New configurations have this setting turned on. Configurations created before it existed have it turned off until you turn it on.

What visitors see

The first time, right after they give a contact detail, the chat asks:

May we remember your details so you don't need to re-enter them next time? [Yes, remember me] [No thanks]

After a contact form is submitted, this question appears before the next workflow step. An AI demo or sales follow-up form collects missing name and work email with optional company; after the visitor chooses Yes or No, the AI conversation continues so they can ask more product questions. The conversation stays active until the visitor chooses Yes or No, even when the next step ends the conversation.

Yes, remember me: their details are saved before the workflow continues and offered next time. Details they give later in the same chat are added.
No thanks: nothing is remembered and the chat is not interrupted again. Their details are still used for this conversation.

On a later visit, instead of asking for contact details, the chat says "Welcome back! Last time you gave us these details. Would you like to use them?" and shows buttons:

One button per saved set of details, for example "Jane Doe · jane@example.com". Picking one fills in the details and skips the name, email and phone questions it already answers.
Enter new details: the visitor types new details, which are saved as another set to choose from next time.
Forget my details: everything saved for this visitor is deleted right away and the chat asks for details as usual.

A greeting containing {{UserName}} uses the visitor's name from their most recently used saved details on the same browser. Without a known name it displays visitor. This greeting does not automatically choose a saved email or phone number for the new conversation.

HubSpot

If you're connected to HubSpot, contacts are added and updated as they always are, whether or not the visitor chose to be remembered. Remembering only makes things smoother:

When a returning visitor uses saved details, updates go to the same HubSpot contact, so a new phone number or corrected name doesn't create a duplicate.
Forget my details never deletes or changes a HubSpot contact. It adds a note to the contact saying the visitor asked to forget their saved chat details, so your team can decide what to do.

See HubSpot integration.

Deleting a visitor's saved details

If a visitor asks you (for example by email) to forget them, open the conversation in Conversations and click Delete saved visitor details. It works exactly like the visitor's own Forget my details. Conversations that used saved details show a Returning visitor · used saved details badge.

Tips

Saved details that aren't used for 13 months are deleted automatically.
Details are remembered per browser. On a new device, or after clearing their browser data, the visitor is asked once more.
SMS, WhatsApp and Slack conversations are not affected by this setting.

For testing AI form continuation and confirmed workflow calls, see Test your chat. To review proposed changes to chat behavior, see Improve your chat.