Visitor location (Geo IP)

When a visitor starts a chat, Nura24 resolves their IP to a country and city and shows both in the agent chat sidebar — a small country flag + "Bucharest, RO" line under the visitor's name.

It's a small piece of context that helps agents respond well:

• "Visitor is in Brazil — write in Portuguese, lead with timezone-aware reply."
• "Visitor is in Germany — be precise with refund / GDPR-related answers."
• "Three angry chats from Spain in the last hour — there's a regional outage."

What gets resolved, and when

We do the lookup once, when the visitor's session is first created (the first time they open the chat widget on your site). The country code and city are stored on the session and never re-resolved — even if the visitor's IP changes mid-session, the original location stays.

This avoids the cost of resolving on every poll or every message.

What you'll see

In the chat detail page sidebar, the Visitor card shows:

• Name (if collected)
• Email (if collected)
• Location: 🇷🇴 Bucharest, RO ← the new line
• Page: the URL where they started the chat

If the lookup couldn't resolve the IP (private network, VPN to an obscure subnet, missing database file), the Location line just doesn't appear. Everything else works normally.

What we never show

• Street address — we only do city-level lookup. Geo-IP isn't precise enough for anything finer, and we wouldn't want to surface that even if it were.
• Postcode / postal code — same reasoning.
• The raw IP — that's stored for spam / abuse handling but not displayed in the agent UI.

How accurate is it?

City-level Geo-IP is accurate to within ~50-100 km for most consumer ISP traffic. It's wrong about 5% of the time (VPN users, satellite ISP, mobile carriers with centralized exits). Treat it as a hint, not a certainty.

If a visitor's flag shows Switzerland but they're typing in Romanian, it's most likely a VPN. Don't make assumptions.

Privacy

Geo-IP at the city level is generally legitimate-interest territory under GDPR for support contexts. We:

• Resolve only once per session (not continuously tracking movement).
• Display only city + country to your agents (not street, not IP).
• Do not transmit the IP or location to any third-party service — the lookup is done locally against an on-disk database.

You should still mention IP-based geolocation in your privacy policy if you support EU customers.

Nothing to set up on your side — visitor locations work out of the box on every workspace.