Customers and reports

A chat that's forgotten is a customer lost. Give customers who might buy a follow-up stage and a time to follow up, and SealReply reminds you when it's time. Reports show what that work brings in.

Set a follow-up

Open the conversation and use the Follow-up card on the right:

• Status: New, Qualified, Follow up, Won or Lost.
• Owner: who follows up with this customer.
• Next follow-up: the owner is reminded at that time.
• Amount: fill it in when you win the sale, so your results have a number.

When you're reminded

• A follow-up is due: the owner gets a reminder in the console. Open the conversation and a red "Overdue" bar above the chat lets you settle it in one click: Move to tomorrow, 3 days later or next week; Followed up (done, no more reminders); Won (then enter the amount in the Follow-up card); Lost. Once settled it no longer counts in the badge.
• A customer is back: when a customer you're following up with opens your site again, the console tells you, with the page they're on. Start a chat while they're still there.
• A bad rating: the chat goes on the follow-up list and is due after the time you set (1 day by default, under Sites → Hours & waiting).

The Customers page

Customers has one row per customer: anyone with a follow-up stage, contact details, tags, a customer group or a customer note, and members signed in on your site. Visitors who came once and left nothing are not here; see them under Live visitors.

• Filters: stage (All customers by default, or only those with a stage, or one stage), owner, customer tag, customer group.
• Find: type a full email or phone number and click Find. Email ignores case; phone numbers compare digits only (spaces, dashes and brackets don't matter) and must match the number on record.
• Click a name to open their latest conversation, with the customer card on the right: follow-up, customer note, contact details and tags, earlier conversations.

A customer has one follow-up stage and owner, the same whichever of their conversations you change it in; the customer note shows on all of them too.

To use them elsewhere, Export contacts or Export leads.

Reports

Reports has three tabs:

Tab	What it shows
Overview	Conversations, the daily trend, first response time and satisfaction.
Sources	Where visitors came from (search, ads, links, direct) and which channels bring chats.
Results	Leads at each stage, sales won and their amounts; chats that came while nobody was online (no agent online when the visitor started it, counted since we began keeping who is online), to plan cover.

• Every plan sees basic reports for the last 30 days.
• Pro and Business choose any date range and break reports down by agent and by site.
• Agents see their own numbers; owners and admins see the whole team.

How visitor sources work

The source shown in Live visitors, in the visitor panel beside a chat and in the Sources report comes from two things we see when a visitor arrives:

• Parameters in the landing page address: ad click IDs (gclid for Google and YouTube ads, fbclid for Facebook, ttclid for TikTok and so on) and UTM tags (utm_source, utm_medium, utm_campaign, utm_term, utm_content).
• The referrer: the site the browser says the visitor came from, such as youtube.com, google.com or a forum.

A click ID or a paid utm_medium (such as cpc) counts as Ads; a search engine referrer as Search; YouTube, Facebook, X and the like as Social; any other site as Referral; nothing at all as Direct. Moving between pages of your site keeps the source; a visit after 30 minutes or more away starts a new one.

Why "Direct" can look high

In these cases the browser sends no referrer, so the visit counts as direct:

• Links tapped inside apps such as YouTube, WhatsApp, Instagram or TikTok that open in the app's own browser.
• Sites that withhold the referrer, or a link from an https page to an http one.
• Bookmarks, typed addresses, and links copied from chat apps or documents.

Search engines such as Google no longer pass the search terms either, so organic search visits usually show no terms; ad links with utm_term do.

Get exact sources: add UTM tags to the links you share

Add UTM tags to every link you share yourself (video descriptions, ads, emails, communities, partner sites). Then the source no longer depends on the referrer and is nearly always right:

https://yoursite.com/?utm_source=youtube&utm_medium=video&utm_campaign=black-friday

Tag	What it says	Examples
utm_source	Which platform	youtube, facebook, newsletter
utm_medium	What kind of link	video, social, email, cpc (paid ads)
utm_campaign	Which campaign	black-friday, spring-launch

• utm_medium set to cpc, paid and the like counts as Ads, email as Email, social as Social.
• If the address already has a ?, join with &: /product?id=8&utm_source=youtube.
• Google Ads auto-tagging adds gclid for you, so those visits count as ads anyway; add utm_campaign to see which campaign in the reports.

Export chat history

Reports → Export chat history exports every message (including internal notes) of conversations started within up to 31 days, as CSV or JSON, on every plan. For a single conversation, owners and admins open it and click the download button at the top: its whole history downloads as CSV, however long ago it began. Each export is recorded in the activity log.

Weekly summary

Every Monday (owners and admins can pick another day and hour under Settings → Notifications), you get a summary email: how many chats came in, how many left contact details, and who still needs a follow-up. It never includes what visitors wrote.