A shopper who spent ten minutes comparing snowboards before opening chat shouldn't have to start their question from scratch. Arbyn quietly notes the pages a shopper visits on your storefront, so when they do open the chat widget, it already has a sense of what caught their interest, and you can see the same trail in your inbox when you're reviewing the conversation.
What it does
As a shopper moves around your storefront, Arbyn notes each page they land on, products, collections, and other pages, tied to that browser's session, with no login required. When they open the chat widget, Arbyn already knows what they've recently been looking at, so it can reference it naturally ("since you were looking at the snowboards…") instead of asking them to explain everything again. In your inbox, every chat conversation shows a Browsing history card listing those visits.
Where to find it
Open any chat conversation in your Inbox. The Browsing history card sits in the side panel, showing the shopper's recent page views, newest first, ten at a time, with simple paging if there are more.
How it works
The chat widget quietly records each page a shopper visits on your storefront, tied to their browser session, entirely separate from whether or when they actually open chat. If they do start a conversation, Arbyn's replies can draw on that recent trail: mentioning a product they were just looking at, noticing they compared a couple of options, or picking up the thread if they browsed for a while before deciding to ask something. Arbyn never claims to have "watched" or "tracked" the shopper, and it never invents a page that isn't genuinely in the trail; it simply uses what's really there to be more naturally helpful.
The same trail is available to you. Open any chat conversation and the Browsing history card in the side panel shows exactly what that shopper looked at before or during the conversation, which is often useful context on its own, even separate from anything Arbyn says about it.
This only applies to chat. Email, Instagram, and Facebook Messenger conversations don't have a storefront browsing session behind them, so there's no trail to show or use there, and that's expected rather than a gap.
Good to know
It's private by design. The history only ever holds the pages a shopper viewed on your own store; there's no personal data beyond those page visits, and it never follows anyone across different stores.
It's tied to a browser session, not an identity. It links a shopper's browsing to the conversation they start in that same session; it isn't building a profile that follows them around.
It clears itself over time. Anything left over ages out automatically after 90 days, and if a customer asks to be forgotten, their browsing history is deleted along with their conversations as part of that request.
It only appears on chat conversations. Email, Instagram, and Facebook Messenger threads don't have a storefront browsing session, so the card is simply empty (or absent) there, not malfunctioning.
FAQ
Do I need to turn this on? No. It works automatically for any store with the Arbyn chat widget live on its storefront.
Does Arbyn tell the customer it's tracking them? No, and it wouldn't be accurate to put it that way either. Arbyn uses recent browsing naturally in conversation (referencing a product they were just viewing), the same way a helpful salesperson would notice what someone's been looking at, without ever claiming to have "watched" the shopper.
How long is browsing history kept? Up to 90 days, after which it clears out automatically. It's also deleted immediately as part of any customer request to be forgotten.
Why don't I see a Browsing history card on an email conversation? Because there's no storefront browsing session behind an email or social conversation to show. This is expected, not a bug, and applies to Instagram and Facebook Messenger conversations too.
Can I see this without a customer starting a chat? The Browsing history card lives inside a conversation's side panel, so it's shown once a chat conversation exists; it isn't a separate, standalone browsing report.