Hey @lisa b13​ 👋

"Last Seen" is defined as the time when Intercom last received a request from the user (e.g. the last time the Messenger was loaded).

Note: Just having the browser tab open doesn't generate any end-user request to Intercom, so the 'online' status (green dot) and 'Last Seen' values may occasionally be out of sync. Hope this helps 🙌

I have come across instances where a user has a ‘new-user-session’ event tracked that has occurred several days, weeks or years after the ‘last seen’ field on the user. What might be the reason for this happening?