How Monfri recognises a visitor
How an anonymous browser becomes a known customer, which signals link a visit to a person, when two profiles become one, and what never merges.
Monfri builds one profile per person from many visits. This page explains how — so you know why a customer is or is not recognised, and what to do about it.
Every browser starts anonymous
The first time a browser opens your site, the Monfri script gives it an anonymous ID and starts an anonymous profile. Everything that browser does lands in that profile. In the consent mode Anonymous until consent, nothing is stored on the device until the visitor answers the banner, so a visitor who never answers is counted page by page, with no ID that outlives the page — see Consent and cookies on your site.
What makes a visitor known
A profile becomes identified when one of these signals arrives:
| Signal | Where it comes from |
|---|---|
| E-mail address | The checkout, signing in to the store, a newsletter form the platform reports. |
| User ID | The customer's account in your store, when they are signed in. |
| Store customer ID | The store sync: every customer with an e-mail becomes a profile, even without a visit. |
| Phone number | Finds an existing profile with the same number; it never joins two profiles together. |
E-mail addresses are compared without regard to capital letters: [email protected] and [email protected] are the same person.
When two profiles become one
When a known signal turns up on a new browser — the same e-mail at the checkout on a phone, for example — Monfri joins the new browser's history to the existing profile. From then on both browsers feed one profile, with their past visits.
That is how a customer who browsed on a phone and bought on a laptop ends up as one profile with the whole path.
What never merges by itself
- Two different e-mail addresses. Monfri cannot know they are one person. Merge them by hand — see Customer profiles: everything CDP knows about one person.
- A browser that never identified itself. A visitor who reads on a phone and never signs in or orders there stays an anonymous profile.
- Look-alike devices. Monfri does not join profiles because two browsers look alike; only a real signal joins them.
- A phone number on its own.
Several subdomains
A visitor on shop.example.com and blog.example.com is seen as two browsers unless you set the Cookie domain to .example.com in Settings → Tracking & SDK → Advanced tracking configuration. See Sites in CDP: the domains that send you data.
Check how well it works
On a store, Commerce → Connections → Identity coverage shows how many orders and customers have a profile, and how many checkout visitors were recognised — see Store sync: how often, what, and when it fails.
If something doesn't work
A customer who ordered shows as anonymous
The order's e-mail reached the store but not the script — the store's checkout may have changed. Their customer record still gets a profile from the store sync; the anonymous browser joins it when they identify again. If many orders are affected, write to [email protected].
A profile shows another person's activity
Two people used one computer, or one account in the store. Monfri cannot tell them apart. Delete the profile's data if needed — see Personal data requests in CDP: export, delete, consent records.
The same person appears twice
See What never merges by itself above, and merge the two by hand.