For all Shopify-integrated accounts, the CRM allows you to run segmentation on not just contacts but also web page visitors who are not captured as contacts in the CRM.

Visitors can be defined as those who visit your Shopify store but have not been created as contacts on the CRM.

Difference between Visitors and Contacts on the CRM



Every internet user who visits a website or eCommerce store but doesn’t share their contact information is classified as a visitor.

Any visitor who shares their unique contact information and signs up to be contacted for further communication is classified as a contact.

Visitors can be unique or returning. Visitors cannot be distinguished and remain completely anonymous.

Contacts can be uniquely identified and tracked.

Visitor activities on the website are tracked through browser cookies.

Contact activities on the website can be tracked using the JS code and can be attributed to the activity timeline.

Why does Freshsales offer visitor tracking? 

The number of visitors on any website is a direct result of the awareness campaign and is often used as a metric to measure brand awareness marketing. 

While visitors do remain anonymous, their activities on the website are tracked through browser cookies. Cookies stored in the user’s browser can be used to identify the visitor uniquely. Thus, it can be used to track each user’s visits even if they haven’t actively identified themselves, i.e., logged into the E-commerce store or web app. Cookies help track visitors, differentiate between multiple page views and single visits and personalize landing pages to nudge visitors towards conversion.

*GIF containing a social media ad that opens to a website and then user browses the product and closes* 

Once captured on the CRM, the source field for visitors would be anonymous website visitors and would be kept hidden from view. Using IP address, the GEO location for the visitor would be populated. The following fields will be populated—State, Country, and City.

  • *The visitor tracking functionality for eCommerce platforms is currently rolled out only for Shopify-integrated accounts.
  • The unified marketing code needs to be installed in the website for associating past visits retrospectively during contact creation.