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Accessing Visitor IP Addresses in Olark (Olark Classic)

**NOTE: This help article was written for our Olark Classic chat console. Some things may not apply, may have moved, or may look different. For up to date chat console documentation, click here.

Where can I find visitor IP addresses?

As of October 25th, 2019, you cannot see your visitor’s IP address in the chat console by default. You will need to click on the “Reveal IP address” link within the chat conversation’s “Additional info” panel.

Additionally, IP addresses are not:

  • Stored in chat transcripts
  • Included in reports
  • Transmitted via integrations

If I can't see the IP address by default, how do I block trolls?

We know that trolls are a pain. We've included the ability to expose a troll's IP address for the purposes of blocking abusive behavior. Expand the "Additional info" panel and click the "Reveal IP address" link and follow these instructions.

Olark Chat

If the IP address isn't stored in transcripts, how do I identify repeat visitors?

Olark assigns each visitor a unique ID, which is called the Visitor ID. This ID is based on a cookie stored in your visitor's browser. You can find the visitor ID in the "Advanced info" section of the transcript:

Olark Transcripts

The Visitor ID number can be used to search transcripts.

NOTE: The number string you sometimes see after a visitor's location is not the Visitor ID or the IP address of the website visitor. This number is only used during the chat session, is randomly generated, and often reused.

Are visitor IP addresses sent via my CRM/help desk/webhook/other integration?

No. Olark does not store IP addresses after the chat session ends, so the IP address will not be on the transcript of the chat or sent via integrations.

Please provide the domain name where your Olark live chat is installed.
Include the relevant transcript URL, if possible. You can send us the specific URL from your Transcripts page.
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