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Web bots: Second Visit Settings

Anna P Updated by Anna P

What is “Second Visit”?

The Second Visit setting controls what happens when someone returns to your bot — for example, if they refresh the page or come back later.

You can find this setting under Settings → Second Visit in your web bot's dashboard.

1. Provide buttons: “Always start a new conversation/ Continue” (default)

When a returning user opens the bot, they will see two buttons:

  • Start new → the bot starts again from the first message. All previous answers (like name, email, etc.) are replaced with new ones.
  • Continue → the bot continues exactly where the user stopped. All previous answers are kept.

Best for: When you want the user to choose whether to restart or continue.

Not recommended for: Lead-capture or registration forms, because choosing “Start new” will overwrite information.

Note: This option will not be triggered if the user gets to the end of the flow.

2. Always continue

Every time a user returns, the bot picks up from where they left off. There are no buttons and no restart. All previous answers stay the same.

Best for: Long flows like surveys, support bots, multi-step forms, or anything where you don’t want users to repeat steps.

3. Always start new conversation (default)

Each time the user returns, the bot always starts from the very beginning. It acts as if every visit is a new visit. Previous answers are cleared.

Best for: Lead-generation, sign-ups, registrations, appointment forms — anything where every visit should count as a fresh entry.

We use the local storage of the browser to recognize that it is the same user who returns to the bot.
In case the user deletes the cache or enters the bot from a different device, a different browser, or from an incognito window, the bot will NOT be able to recognize his second visit as the same session.

This means the conversation won't continue from where the user stopped. Instead, it will register a new user ID and start a new conversation, like in "Always start a new conversation".

Chat count

Depending on the Second Visit Settings you choose, the chat count will vary:

Provide buttons to start or continue: With this option, it will always count as only 1 chat, so even if the user chooses to "start over", the information they provide will overwrite the first one, but they won't count as a new chat. However, keep in mind that if the user clears their caché or interacts with the bot from an incognito window or a new device, they will be counted as a new user (thus, they will consume an extra chat)

Always continue the conversation: With this option, you will be able to limit the number of chats consumed, because a user will always be identified and they will always count as only 1 chat. However, keep in mind that if the user clears their caché or interacts with the bot from an incognito window or a new device, they will be counted as a new user (thus, they will consume an extra chat)

Always start a new conversation: In this case, each time a user refreshes the page or interacts with the bot once it's finished, a new chat will be created and they will be consuming another chat.

For WhatsApp

This feature is not compatible with WhatsApp bots.

For Facebook Messenger

This feature is not compatible with Messenger bots.

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