Exclude your team's traffic
Keep visits, conversations and tour plays from your own office out of Insights.
Your Insights numbers are only worth reporting if they count real buyers. When your team tests the agent or clicks through a tour on your live site, those visits look like buyer activity. List your office and VPN addresses in ShowPilot, and Insights leaves that traffic out.
This article covers adding addresses, what happens to excluded traffic, and how to check it's working.
Before you start
- Your team's public IPv4 addresses, or the ranges they fall in. Your IT team or network admin can give you these. IPv6 addresses aren't supported.
Add your addresses
Open the Insights settings
Go to Settings → Insights and scroll to Excluded addresses.
Add your current address
If the address you're on now isn't listed yet, ShowPilot shows it as Your current IP. Select + Exclude this IP to add it.
Add other addresses or ranges
Type an address such as 203.0.113.7, or a range in CIDR form such as 203.0.113.0/24, and select Add or press Enter. Add one entry per office or VPN. The list holds up to 200 entries.
To remove an entry, select the X next to it.
Save
Select Save settings. The Insights row on the Settings page now shows how many exclusions you have.
What happens to excluded traffic?
- Page visits from an excluded address are not recorded, so those people never appear as visitors.
- Tour plays from an excluded address are not recorded.
- Conversations still work normally, so your team can test the agent on your live site. They're marked internal and left out of Insights. You can still read them under Conversations in the sidebar.
Exclusions apply from the moment you save. Traffic recorded before that stays in your reports.
Plays you start from inside ShowPilot, such as a tour preview, are never counted, whatever address you're on.
Test it
- From an excluded address, open your site in a private browser window and send your agent a message.
- Open Conversations in the sidebar. Your test conversation is there.
- Open Insights → Conversations. The Conversations count doesn't include it.
Troubleshooting
| Issue | What to check |
|---|---|
| Your address changed | Home and mobile connections often get a new address. Check Your current IP in Settings → Insights again. |
| You're on IPv6 | Only IPv4 addresses can be excluded. Ask your network admin whether your office traffic reaches the web over IPv6. |
| You didn't save | Entries only take effect after Save settings. |
| Old test traffic is still in your reports | Exclusions apply from the moment you save. Traffic recorded before that stays. |
Frequently asked questions
Can my team still test the agent on our live site?
Yes. Conversations from excluded addresses work normally. They're marked internal and left out of Insights, and you can still read them under Conversations in the sidebar.
How many addresses can I exclude?
The list holds up to 200 entries. Use a CIDR range to cover a whole office.
Are excluded conversations left out of every number?
No. They're left out of most numbers, but the Meetings and Outcomes reached cards and the Agent health tiles still include them. See the metrics glossary.