# Location & Map Precision

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.

## What you'll need

- Tenant admin access. The page is at **Settings (the gear icon) → Access &
  security → Location & Map Precision**.
- A decision about who, if anyone, should see street-level locations.

## The three settings

**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.

## Where each location comes from

Every disc and pin on the map says how it was placed. Best first:

1. **A location shared in the conversation** — a customer sends their
   position from their phone, or drops a pin on a map an agent offered.
   Exact.
2. **The address on file** for the contact or company, geocoded once when it
   changes. Street address.
3. **Your uploaded data**, matched to the contact by email or phone. As
   precise as your file.
4. **The caller's number** — the city where the number is registered, as
   the phone network reports it on each call or text. City.
5. **The visitor's internet connection** — a city-level lookup of a chat
   visitor's connection when a page is viewed. City at best; often only the
   region or country.
6. **The number's area code** — province or state for North American
   numbers, country elsewhere. This says where a number was *issued*, not
   where the person is, and the map labels it that way.

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.

## Asking the person where they are

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.

## What the platform never keeps

- A raw IP address is never stored in the location index. A visitor's
  connection is looked up at city level when a page is viewed, and the map
  keeps the city, not the address.
- Street-level coordinates are never sent to a viewer whose role is at city
  scale. The reduction happens on the server, not in the browser.

## Consent, and whose responsibility it is

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**.

## Turning it off

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.

## What a tester should expect

- With the default saved, the Settings hub row reads **City scale** and the
  map never zooms below city level for anyone, tenant admins included.
- With **Street precision for chosen roles** saved and a role ticked, a
  member of that role sees pins; a member of an unticked role, on the same
  conversation, sees a disc at the same city.
- The Save button is disabled until the acknowledgement is ticked the first
  time a street option is chosen.