City scale by default; street-level pins only after a tenant admin opts in. Who sees what, where each location comes from, and what the acknowledgement means.
The dashboard's Now Map shows where your conversations are happening right now: calls, chats, texts and the agents handling them, drawn on a map of the places your customers are. By default the map works at city scale for everyone in your workspace. A caller appears as a soft disc the size of their city, a chat visitor as the city their connection comes from, a contact as the city on their address. Nothing is drawn below city zoom. That default is a complete product; you never have to change it.
This page is where a workspace admin can choose to show more — exact locations as pins, with a street map under them — and to whom. Because that reveals where your customers are at a precision they may not expect, the choice is yours, it is recorded, and the responsibility for making it sits with your workspace.
City scale (the default). Everyone sees conversations at city level. Exact locations the platform holds — a location someone shared with an agent, a geocoded address on file — are still drawn as a city disc, never as a pin.
Street precision for chosen roles. Tenant admins, plus the roles you tick
on the page, see exact locations as pins and can zoom the map to street
level. Everyone else stays at city scale. A role also qualifies when it holds
the permission See street-level locations on the Now Map
(dashboard:location:street) under Roles & Permissions → Dashboard. No
role has that permission until you grant it.
Street precision for everyone. Every login in the workspace sees exact locations as pins and can zoom to street level.
Under either street option you may also turn on street-scoped context: traffic and other priced overlays inside the places you watch, shown to viewers who have street precision. Those fetches count against the map data budget on your Billing page.
Every disc and pin on the map says how it was placed. Best first:
A contact's record shows the best of these as a "Likely in …" line beside the address you typed, with a Confirm action that copies it into the address. The platform never overwrites an address you entered.
Agents can carry a tool, Save caller location, that records a place the person states in a conversation — "I'm at 240 Sparks Street", "the van is on Bank and Somerset", "I'm calling from Kingston" — on the conversation and on the contact as "stated in conversation". An address or a device location counts as street-level evidence from the person themselves; a city alone is city level. Like every other rung it never overwrites the address typed on the contact record, and a colleague can confirm it from the contact page. Enable it per agent on the agent's setup page, like any tool; the setting on this page still decides who sees street-level pins.
Consent for a precise location happens on the customer's own phone or browser, when an agent asks for it and the device asks the customer. The platform cannot grant that on your behalf, and an agent that is never offered a location tool never asks.
When you choose a street option you are asked to accept one sentence:
I confirm our workspace is permitted to show customer locations at this precision to the users I selected, and that we are responsible for how it is used.
Save stays disabled until it is ticked. Your workspace is responsible for being permitted to show this precision under the laws that apply to you — PIPEDA in Canada, GDPR in the EU and UK, and state or provincial privacy law elsewhere — for choosing the roles, and for turning it off when it is no longer needed. The acceptance is recorded with the admin's name and the time, and every change on this page is written to your Audit Trail.
Switch back to City scale and save. Every pin returns to a city disc at once for every viewer. The record of how each location was placed stays with the conversation until it expires under your retention settings, so a later review can still see what was known and when.