Smartsupp and Google Analytics count visitors differently, so their numbers won't match, and that's expected, not a bug. Smartsupp shows only visitors who have your website open and removes them about 30 seconds after they leave, while Google Analytics keeps them for about 5 minutes; ad blockers, filters and groups also affect the numbers.
We've broken the article into a few sections:
Different ways of measuring visitors
The main difference may be caused by the way of measuring the number of visitors in each tool:
In Smartsupp you can see the visitors, who have your website opened. They will disappear in ± 30 seconds after leaving your website.
Real-time report in Google analytics is also showing you the visitors on your website, but in this case, the visitor disappears in ± 5 minutes after leaving the website.
Ad blockers
A visitor is using ad blocking extensions or scripts (e.g., Adblock) - In this case, the chat script isn’t loaded, and you can’t see this visitor in the dashboard. Majority of adblocking extensions isn’t blocking our script, but there are some special filter lists, which include Smartsupp.
Filters
make sure that you aren’t using some special filters in both Smartsupp and GA. In Smartsupp, you can filter active visitors directly in the Visitor list. By default, In Smartsupp you can see active, as well as inactive visitors. In google analytics real-time overview, its just active visitors.
Groups
In case you are using the feature groups, agents can only see the visitors, who belong to their groups.
What's next?
Will Smartsupp slow down my website? — how the chat script affects your page speed.
Visitors — see who is on your website right now.
Statistics — track conversations, response times and team performance.