The chat treats every visitor as if it's their first time, even if they've visited the site before, started a conversation, or already booked a meeting. Repeat visitors get the same generic chat flow as first-time visitors, which feels impersonal and misses an opportunity to advance the conversation.

Requested behavior: Identify returning visitors based on cookies, CRM match, or email recognition, and adjust the chat flow accordingly, for example by skipping questions already answered, acknowledging a previous conversation, or routing them differently based on their history.

Why it matters: Buyers rarely convert on the first visit. A chat experience that recognizes prior context and picks up where the conversation left off is meaningfully more relevant and reduces friction for repeat visitors who are further along in their evaluation.