Initiating a Session: UserView App

The most reliable way of finding a user is via the UserView application. Here you can search for them using certain credentials.

We recommend this method for phone calls, however if a live chat integration is returning a 'user not found', you can use the UserView app to find them instead.

Locate customers on the app using user information:

• The webpage they're on

• IP address

• Location derived from IP address

If you've passed information such as email address or name, you'll also be able to use those credentials. For example, you could use:

• Name

• Email

• Phone number

• Company

If you use either an Intercom or Zendesk integration, UserView will try to use their APIs to display the data so you may not need to set anything up, however, if you only see IP addresses you will need to follow these instructions.