LiveAgent GeoIP

Quick navigation

Setting up the plugin
Sections displaying where customers are from
How to create Google Maps API key for GeoIP plugin (separate article)
Possible issues (separate article)

LiveAgent offers you the ability to see what country your visitors are from by using the LiveAgent GeoIP feature.

Setting up the plugin

If you have an on-premise LiveAgent account installed on your server, it is required firstly to download the free GeoIP database offered by MaxMind from this page. Then, extract the downloaded archive file on your hard drive and copy the GeoLite2-City.mmdb file into the /plugins/GeoIp/ directory of your LiveAgent installation.

In your Live Agent panel, navigate to Configuration > System > Plugins, search for and activate the Live Agent GeoIP plugin. You will be asked to confirm two pop-up windows. In both of them, click on Yes.

After your page refreshes, it is needed to configure the plugin. Google requires that all requests to Maps API use an API key. To retrieve the API key, follow this guide. After you'll receive the API key, configure the plugin, insert the API key into the displayed field, and save it.

Sections displaying where customers are from

There are a few sections where it is possible to check from which country the visitor is:

Chats overview section

After you activate and configure the GeoIP plugin, a new Google map will appear in the Chats > Chats overview section. It is possible to zoom in and zoom out the map as usual.

Browser tab in every ticket Customer details section

After you activate and configure the GeoIP plugin, a new Google map displaying a customer's location will appear in the Browser tab in the Customer's details section, located on the right side of every ticket. It is possible to zoom in and zoom out the map as usual.

Customer's contact details

After you activate and configure the GeoIP plugin, you can display a Google map with a visitor's location after clicking on the map point icon located in:

Personal details tab in the Customer's details section located on the right side of every ticket
Navigating to the Customers section in the menu and opening any customer's/company's details.

It is possible to zoom in and zoom out the map as usual.

The contact field in the customer's details has to be of "Postal address" type to display the map point icon. You can create a new field or update the type of any existing field in Configuration > System > Contact fields.

This function requires having the Geocoding API enabled in your Google Cloud Console.

In case you do not see the location for some contacts, it might be because some residents might have requested to remove their IP address from the GeoLite2 data. For example, "The California Consumer Privacy Act (CCPA) mandates that businesses honor valid “Do Not Sell” requests from California residents. In this context, complying with a valid request involves MaxMind removing IP addresses from the GeoLite2 data and communicating to GeoLite2 users that the IP addresses in question should (immediately) not be utilized for uses covered under the CCPA". Check this article for more info.