Live Support Chat: What We Can See While We Help You
While a support conversation is open, Seayora shows the support team whether you are still on the page. What that means, exactly what is recorded, and how long it is kept.
When you open a support conversation — from the chat bubble, the Contact Support page, or the Messages screen in either app — Seayora tells the support team whether you are still on the other end. This article explains exactly what that means, because a support tool that watches you is one you are entitled to understand.
Why it exists
Without it, somebody carefully reading an answer and somebody who closed their browser twenty minutes ago look identical to the person helping you: both are silence. That leads to two bad outcomes. A support rep writes a long, careful answer into a window nobody is holding. And a queue slot stays warm for a conversation that has been abandoned, which makes everybody else wait longer.
What the support team sees
One of seven states, and the differences between them are deliberate:
| What they see | What it means |
|---|---|
| Here now | The conversation is on your screen and the window is in front. |
| Idle | The page is open but nothing has been typed, tapped or scrolled for a while. |
| In another tab | Seayora is open behind something else — another tab, another window, or an app in the background. |
| Elsewhere on site | You are still on Seayora but not on the support conversation. |
| Closed the tab | Your browser told us the page was closed, or the app reported it was shutting down. |
| Not responding | We have not heard from your device for a while. This is NOT proof you left — a locked phone, a lift, and a closed laptop all look the same. |
| Not known | We could not read it at all. An older app, or our own lookup failed. |
The last two are separate on purpose. “Closed the tab” is a fact your browser sent us. “Not responding” is the absence of one, and we never present the second as the first.
What is recorded, exactly
- Which state you are in, and when it last changed.
- The path of the page you are on (for example /pricing) and how long you have been on it. The part after the ? is dropped entirely, because it can carry sign-in links and other one-time codes.
- The last twelve pages you visited while the conversation was open, with the time spent on each.
- Your device type, and either your browser and operating system or which Seayora app you are using.
- An approximate place — city level at best — worked out from your connection using a database on our own server. Your IP address itself is never stored; only a scrambled one-way fingerprint of it, used to notice that two sessions are the same visitor.
- Your device’s clock offset and language, so a rep does not suggest a phone call at three in the morning your time.
What is NOT recorded
- Anything at all when you do not have a support conversation open. This is not site analytics and it does not run in the background.
- What you type, anywhere. Only that you typed something recently, which is what separates “idle” from “here”.
- Your screen, your keystrokes, or a recording of your session.
- Query strings, form contents, or anything from a page other than its path and its title.
- Your raw IP address.
When the conversation closes itself
If you close the page before anyone has replied, and the conversation stays silent, it leaves the live queue and is closed with a note explaining what happened. Nothing is lost: nobody had engaged with it, and your next message opens a fresh conversation immediately.
If a support rep has already replied or taken the conversation, it is NEVER closed for you. It is parked as “waiting on you”, stays in the queue, and reopens the moment you send anything. A conversation somebody is working on is not thrown away on the strength of a signal that a locked phone produces.
How long it is kept
It is a live signal, not a record. Sessions are deleted 30 days after the last signal, and there is nothing useful in one a day later. Closing your account removes them along with everything else — see Data & Privacy Controls.
Frequently asked questions
Does this run when I am just browsing listings?
No. Nothing is sent unless you have a support conversation open, and it stops the moment that conversation ends.
Can a support rep see my screen?
No. They see which page you are on and whether you are on it — never what is on it, what you type, or a recording of anything.
It says “not responding” but I am right here. What happened?
Your device stopped reaching us — a lost connection, a locked screen, or a tab the browser suspended. Send anything at all and it corrects immediately.
My conversation closed itself. Did I lose it?
Only conversations nobody had replied to are closed that way, so nothing was lost. Send a message and a new conversation opens straight away. A conversation a rep had already picked up is never closed for you — it is parked and reopens when you reply.
Do you store my IP address?
No. We store a one-way scrambled fingerprint of it, which cannot be turned back into an address, plus a city-level place worked out on our own server. No third party is asked where you are.
Related guides
Related features and guides
- Getting Support & Using the Help Center — Documentation. Ask the documentation a question and get an answer composed from the guides, with links to the ones it came from — plus how to reach a person when the answer is not written down.
- In-Platform Messaging — Documentation. How to message tenants, landlords, managers, and service pros inside Seayora with a record of every conversation.
- Data & Privacy Controls — Documentation. How Seayora handles your data, the privacy rights you may have, and how to exercise them.
- Live Support, Callbacks & Tickets — Feature. In-app live support with a real agent queue, scheduled callbacks, support tickets, business-hours awareness, and satisfaction feedback on every interaction.
- Contractor Job Board & Assignment — Feature. A live job board showing every open, assigned, and completed job. Create jobs, assign technicians, and move work through status without a group chat.
- In-App Voice Calling — Feature. Browser-based voice calling between landlords, tenants, staff, and contractors, with call logs kept alongside the conversation and personal numbers never exposed.