Home > How accurate is the Geolocation of the visitor report?

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(Last Updated On: June 21, 2017)

When you have a chat with a visitor on your website, SnapEngage can trace their IP address and thus their location. The chat agent can see that information during the chat being displayed in the chat portal. The administrator can also see the location in the case report which they can find under the Logs tab in the Dashboard.

ipaddress

The Geolocation feature is based on the data that the Internet Service Provider (ISP) of the visitor is publishing. Most ISPs report the city/region of the visitor quite accurately, but sometimes you might find that visitor is not exactly where the report tells you they are. That can be because of the following:

  • Some ISPs are using IP-ranges for certain regions which they might re-assign to different ones. These changes will ultimately be reflected in the report, but the data might take a few weeks to update.
  • Some other ISPs might just publish their own location and not their customers’. In such a case, any customer using their services would appear to be located at the location of their ISP.
  • A visitor might come chatting from a company network that has offices in different locations, which are all, however, routed through one central server. The visitor’s location will appear as that server’s location.

So, while in the vast majority of cases the visitor’s city will be reflected correctly, the reports should not be relied on as always 100% accurate.

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Published January 18, 2012